Thank you for taking the time to express your concerns. We value our customers and careful consideration is given to all customer inquiries. Attached is a handout we provide to every customer that purchases the Unlimited Car Wash Plan. It summarizes the plan details and benefits. Salient points include: 1. Our regular retail price for this plan is $29.99 for a standard vehicle and is the only price advertised on signs or print. 2. We offer lower introductory pricing for new members which is only guaranteed for the first two months. 3. Customers may cancel any time after the first month’s charge. 4. We provide customers 30 days’ notice of any price increase right on their receipt and on the express pay terminal screen. 5. We let customers know that they may still be eligible to receive a discounted rate based on usage-but again, our regular rate is $29.99 a month for a standard vehicle. 6. All Unlimited Plan members are also eligible to receive discounts on gas purchases, discounts on Oil Change and Detail Shop services and the use of an expedited Super Lane where available. We only offer an introductory period price as disclosed and a discount for our customers that do not use our services regularly. Based on your current usage of 9 washes per month, you are considered a high-level user. With your level of use at the $29.99 price, you pay less than $3.50 per wash, for our very best Super Kiss Car Wash. We can assure you that this is below our variable cost to wash a vehicle. Other members may be at a lower rate due to the low user discount. Taking into consideration that you are also eligible to receive discounts on gas purchases, discounts on Oil Change and Detail Shop services and the use of the expedited Super Lane where available, we truly feel that we are extending a great value. Although we cannot process a refund, we will send complimentary passes as a gesture of customer goodwill. Thank you again for taking the time to communicate your concerns. We appreciate your business and hope this response helps to clarify any questions you may have.
I am very disappointed that Delta Sonic does not want to take care of this. I picked my truck up at the dealership on a Tuesday and brought it through their car wash on Friday. I am very meticulous with my vehicles, especially 1 that I have only had for 3 days. Before I went to Delta that Friday I installed the new floor mats in the truck at my residence and walked around the vehicle several times. I know the damage was not there prior to washing it. I then noticed it as soon as I got home after washing it when I walked by that side of the truck. I immediately called the business and was told that all I had to do was return to meet with a wash manager to submit a claim. I returned Saturday morning, which the person I spoke to said was okay to do. The wash manager filled out the claim with me and took several photos of the truck. I called customer service the following Friday and was advised that they would probably not cover the damage because it looked like shopping cart damage. After that conversation I went to a local grocery store and took a photo of a cart next to the damaged spot on my truck. I then returned to Delta Sonic and met with the site manager. He agreed that a cart could not have done the damage that was on my vehicle. We finished the meeting process which he said was the next step in the claim anyway. We also both agreed that the damage was probably not from inside the car wash but from human that occurred as I was entering, by the employee with the spray wand, or 1 of the 2 employees that dried and detailed my truck. Both of those employees were standing on boxes to reach the middle of the hood and the windshield and leaning over the damaged area of the fender. They say they have several cameras at every location for just this reason. If they can show me that the damage was on the veh before it got to the car wash then I would happily admit that I was wrong but they have offered no such evidence. The rest of my vehicle is spotless and now I have a large scratch and chunk of paint missing in a very noticeable area. thank you for your time and efforts.
At this time, our preliminary investigation indicates it is very unlikely the damage on the vehicle's finish was caused at Delta Sonic. However, we can fully appreciate the customers concern regarding the unexplained damage. Our records indicate the customer has scheduled an appointment...
with our Site Supervisor for 11/12/15 to have the claim re-evaluated.
We appreciate the complainant bringing this issue to our attention so that we could properly investigate and address the situation. It is Delta Sonic's objective to run an honorable and reputable business. We greatly apologize for the oversight on the date and time in question. Our investigation revealed that this issue occurred due to miscommunication between the AM and PM managers. This issue has been addressed with the employees involved to ensure this does not happen in the future. We would like to issue a refund for the services purchased along with an additional $50.00 to the complainant that he can apply towards an oil change in the area he lives.
Thank you for taking the time to express your concerns. We value our customers and careful consideration is given to all customer inquiries. Attached is a handout we provide to every customer that purchases the Unlimited Car Wash Plan. It summarizes the plan details and benefits. Salient points include: 1. Our regular retail price for this plan is $29.99 for a standard vehicle and is the only price advertised on signs or print. 2. We offer lower introductory pricing for new members which is only guaranteed for the first two months. 3. Customers may cancel any time after the first month’s charge. 4. We provide customers 30 days’ notice of any price increase right on their receipt and on the express pay terminal screen. 5. We let customers know that they may still be eligible to receive a discounted rate based on usage-but again, our regular rate is $29.99 a month for a standard vehicle. 6. All Unlimited Plan members are also eligible to receive discounts on gas purchases, discounts on Oil Change and Detail Shop services and the use of an expedited Super Lane where available. We only offer an introductory period price as disclosed and a discount for our customers that do not use our services regularly. Based on your current usage of 9 washes per month, you are considered a high-level user. With your level of use at the $29.99 price, you pay less than $3.50 per wash, for our very best Super Kiss Car Wash. We can assure you that this is below our variable cost to wash a vehicle. Other members may be at a lower rate due to the low user discount. Taking into consideration that you are also eligible to receive discounts on gas purchases, discounts on Oil Change and Detail Shop services and the use of the expedited Super Lane where available, we truly feel that we are extending a great value. Although we cannot process a refund, we will send complimentary passes as a gesture of customer goodwill. Thank you again for taking the time to communicate your concerns. We appreciate your business and hope this response helps to clarify any questions you may have.
I am very disappointed that Delta Sonic does not want to take care of this. I picked my truck up at the dealership on a Tuesday and brought it through their car wash on Friday. I am very meticulous with my vehicles, especially 1 that I have only had for 3 days. Before I went to Delta that Friday I installed the new floor mats in the truck at my residence and walked around the vehicle several times. I know the damage was not there prior to washing it. I then noticed it as soon as I got home after washing it when I walked by that side of the truck. I immediately called the business and was told that all I had to do was return to meet with a wash manager to submit a claim. I returned Saturday morning, which the person I spoke to said was okay to do. The wash manager filled out the claim with me and took several photos of the truck. I called customer service the following Friday and was advised that they would probably not cover the damage because it looked like shopping cart damage. After that conversation I went to a local grocery store and took a photo of a cart next to the damaged spot on my truck. I then returned to Delta Sonic and met with the site manager. He agreed that a cart could not have done the damage that was on my vehicle. We finished the meeting process which he said was the next step in the claim anyway. We also both agreed that the damage was probably not from inside the car wash but from human that occurred as I was entering, by the employee with the spray wand, or 1 of the 2 employees that dried and detailed my truck. Both of those employees were standing on boxes to reach the middle of the hood and the windshield and leaning over the damaged area of the fender. They say they have several cameras at every location for just this reason. If they can show me that the damage was on the veh before it got to the car wash then I would happily admit that I was wrong but they have offered no such evidence. The rest of my vehicle is spotless and now I have a large scratch and chunk of paint missing in a very noticeable area. thank you for your time and efforts.
At this time, our preliminary investigation indicates it is very unlikely the damage on the vehicle's finish was caused at Delta Sonic. However, we can fully appreciate the customers concern regarding the unexplained damage. Our records indicate the customer has scheduled an appointment...
with our Site Supervisor for 11/12/15 to have the claim re-evaluated.
We appreciate the complainant bringing this issue to our attention so that we could properly investigate and address the situation. It is Delta Sonic's objective to run an honorable and reputable business. We greatly apologize for the oversight on the date and time in question. Our investigation revealed that this issue occurred due to miscommunication between the AM and PM managers. This issue has been addressed with the employees involved to ensure this does not happen in the future. We would like to issue a refund for the services purchased along with an additional $50.00 to the complainant that he can apply towards an oil change in the area he lives.
The service refund check was mailed 2/23/16. As per the waiver signed by the customer, Delta Sonic will only refund for the windshield chip repair.