Palms Car Wash

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

The truck in front of this customer refused to pull out of the car wash conveyor, ignoring our instructions, which caused this customer to bump into the rear of the truck, slightly bending her license plate and damaging the license plate coverWhilewere are not respnsible for automobiles who cannot follow basic instructions to move their vehicle, we still offered to fix her license plate and coverShe then wanted the two nicks on the back of her vehicle fixed because she claimed she was in shock when this occurred and failed to move forward herself, causing the vehicle behind her to tap her from the rearCustomer wanted $to fix everything without knowing the true cost to replace, claiming her lost time was a factor as wellWe rightly refused this This should be a complaint between the customer and the other vehiclesShe admitted wrongdoing by not pulling forward once this occurred, thereby causing her own damage to the rearAgain, we offered to repairher license plate and cover

We have attempted to call you on the phone number you provided in your complaint but the person we reached said they knew nothing about any Revdex.com complaint or our car washPlease confirm the number you gave is a working phone number to reach youWe want to get to the bottom of this and can't without speaking with youPlease call the owner, [redacted] , at ###-###-#### ASAP

Complaint: [redacted] I am rejecting this response because: 1. Business response was "Our manager, [redacted] , offered to give you a $100 gift certificate in lieu of refunding you the $79.98 and you agreed. To date, you have 1) disputed the charge with square, and 2) have never come by to pick up the gift certificate. Not sure what else to do on this. We don't have your contact info so we can't mail it to you. " 2. Business response fails to state all the facts: FIRST: I did provided [redacted] with my mailing address( [redacted] ***); SECOND: I spoke with [redacted] over the phone , in the presence of two adult witnesses, and indicated that I did not want to give out my physical address; THIRD: [redacted] promised to MAIL ME THE GIFT CARD; FOURTH: Since [redacted] did not keep his promise, I filed a second on-line complaint at Palm's Car Wash web page, and got no response; FIFTH: Since I got no response to my second complaint, I proceeded to file my complaint before BBB and disputed the charges with my credit card provider; SIXTH: I disputed the charges, because business performed a service no suited to my vehicle needs( it was flooded and needed professional cleaning and drying, not shampooing), and business failed to inform me that it was nor licensed, neither had the equipment to dry my car; SEVENTH: Fixing my vehicle required professional services valued in the amount of $1,403.91( see attachments), not shampooing; EIGHTH: If business sends me the gift card in 24 hours, I'll gladly cancel my charge dispute with my credit card provider. Regards, [redacted]

Vehicle damaged in drive-thru car wash. They offered no apology and took no responsibility. Paid $13 for the car wash and when I got to the end, I was told to stop before I had fully exited the wash. I thought they were cleaning my tires since I had paid for the premium package. Instead, I was told to go around to the back of the lot and ask for the manager. I thought they were going to give me another wash because it hadn't fully cleaned my minivan. Instead, I pulled into the building at the back, got out of my van and saw that the back bumper had been pulled off the passenger side. A manager and asst. manager finally came around and popped my bumper back in. I pointed out the buckle in my bumper now and the manager asked where a mark on my bumper had come from and then accused me of having an accident and then coming to get my car washed and blaming them for the dent in my bumper. The manager claims that I had preexisting damage to my vehicle. There is no way for me to prove that I did not, since I did not take photos right before driving into the car wash. I can show that I have no insurance claims on my vehicle and no traffic violations. They finally returned my $13. However, the manager wouldn't give me his business card, but had the asst. manager provide me with his. Unexpected rude behavior and lack of response from a business in a "service" industry. Extremely disappointed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***From: *** *** [mailto:***] Sent: Saturday, April 16, 12:PM To:
info Subject: Complaint # *** In regards to my complaint number #***, the problem has been resolved. The owner of the car wash has contacted me and has agreed to fix my car and apologized for the incident that happened at his car wash. He went way above and beyond with his customer service and I appreciated his straight forward conflict resolution I'm not sure how you communicate with him or how this is taken off of his record, but again, it is resolved. *** ***

Complaint: ***
I am rejecting this response because:Business response was "Our manager, *** ***, offered to give you a $gift certificate in lieu of refunding you the $and you agreedTo date, you have 1) disputed the charge with square, and 2) have never come by to pick up the gift certificateNot sure what else to do on thisWe don't have your contact info so we can't mail it to you. "Business response fails to state all the facts: FIRST: I did provided *** *** with my mailing address( ** *** *** *** ** ***); SECOND: I spoke with *** over the phone , in the presence of two adult witnesses, and indicated that I did not want to give out my physical address; THIRD: *** promised to MAIL ME THE GIFT CARD; FOURTH: Since *** did not keep his promise, I filed a second on-line complaint at Palm's Car Wash web page, and got no response; FIFTH: Since I got no response to my second complaint, I proceeded to file my complaint before Revdex.com and disputed the charges with my credit card provider; SIXTH: I disputed the charges, because business performed a service no suited to my vehicle needs( it was flooded and needed professional cleaning and drying, not shampooing), and business failed to inform me that it was nor licensed, neither had the equipment to dry my car; SEVENTH: Fixing my vehicle required professional services valued in the amount of $1,403.91( see attachments), not shampooing; EIGHTH: If business sends me the gift card in hours, I'll gladly cancel my charge dispute with my credit card provider
Regards,
*** ***

Good evening,
I spoke with Mrs*** at our *** location this morning She had purchased a wash and expressed concern to a manager that her trim was broken After looking at the trim I assessed that she had a sub par repair done to the area in question
I attached photos of the piece of trim in question If you look at the photo that is resting on a chair in my office you can see that double sided tape was applied by a repair company/person Also the most important area to look at is the part that has the red plastic that covers the double sided tape before application is still attached This tape is bought when trim is broken and needs to be reapplied Trim is held together from the factory by clips not by double sided tape
The second picture attached is of other trim that is loose on the vehicle The third photo is of a sign that we have at our entrance that lets our customers know that we are not responsible for loose or previously damaged items
When I brought my assessment to Mrs***s attention she was irate She began yelling alot of F words in the lobby where a customer was sitting I apologized and expressed that if it was my car I would be upset to but not at the carwash I would be upset at the substandard repair someone had done to my vehicle I knew right away that she was not going to calm down She continued to curse and use the F word in my lobby I then told her that if she said it again I would call the police and have her escorted off the premises She replied F ing call the police So I called the police and they responded They explained to her that it was a civil matter and she left the location Palms Car Wash has been in business for over ten years It has never been our intention to cheat or belittle customers I feel terrible and embarrassed for the customer that was in the lobby at that time We cant fix a part that was already damaged when it entered the location If there is anything more I need to do to get this complaint off of our record I will cooperate with the Revdex.com Thank you -*** *** *** ***

Our manager, *** ***, offered to give you a $gift certificate in lieu of refunding you the $and you agreedTo date, you have 1) disputed the charge with square, and 2) have never come by to pick up the gift certificateNot sure what else to do on thisWe don't have your contact
info so we can't mail it to you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me My complaint has been resolved with
the business directly as of today Please mark this complaint as resolved Thanks, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me My complaint has been resolved with the business directly as of today Please mark this complaint as resolved
Thanks, *** ***

I have instructed *** to mail your gift card to the PO BoxHe apologizes this was not done before but does not recall speaking with you about mailing your cardIn fact, he's had your gift card on his desk since you and he first spoke (awaiting your return)We are sorry there was miscommunication and you were expecting it mailed outAs stated, it's been placed in the mail as of yesterday

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The incident occurred while I was receiving a service that I purchased from this company. My car was on a mechanized track that pulled me into the truck in front of me, and no employee was monitoring the track to make sure this didn’t happen. My car was still covered in soap when this happened, so I couldn’t see what was going on. All I felt from the inside was a sudden, violent jerk, which scared and stunned me. After the soap was washed off, I finally saw the truck in front of me, with two employees still working on it. I tried to process what just happened, when the truck pulled out. By the time the two employees told me to move on, the second car had already bumped into me.I was trying to point out to the manager I spoke with that their system caused the accident. He didn’t listen, saying that I was telling him how to run his business. At first, he only mentioned buying me a new license plate cover and repairing the license plate itself, but the conversation did not go as far as agreement that he would really fix it. He merely looked at the damages, and said he didn’t know how much it would cost to fix them. He then pressured me into estimating a price, which I gave. Instead of accepting the amount he asked of me, he offered to compensate the damages with a company gift card (did not say what amount on the card). I said that with this bad experience I didn’t think I wanted to go back. He then became very upset. When he reported the incident to another manager who came out, he became angry and yelled at my face, and told the other manager that he WOULD NOT pay, or do anything for the damages to my car. I felt sick and very dry to my mouth and throat seeing how he yelled at me. At that point, I just wanted him to stop. I asked if this was how he handled customers, and he said yes. I asked him if incidents like this had happened before, and he said yes. He was very rude and called me scammer; he said that I scammed him to get $200 for the damages, as if he forgot that he asked me for an estimated cost. I got a professional estimate from AutoNation today, which came to $618.53 for the rear bumper and $22.63 for the license plate. If I still wanted just $200 from him, then I would be doing him as good a service as his “Platinum” car wash was supposed to be.
Regards,
[redacted]

We have attempted to call you on the phone number you provided in your complaint  but the person we reached said they knew nothing about any Revdex.com complaint or our car wash. Please confirm the number you gave is a working phone number to reach you. We want to get to the bottom of this and can't...

without speaking with you. Please call the owner, [redacted], at ###-###-#### ASAP.

Complaint: [redacted]
I am rejecting this response because:
1. Business response was "Our manager, [redacted], offered to give you a $100 gift certificate in lieu of refunding you the $79.98 and you agreed. To date, you have 1) disputed the charge with square, and 2) have never come by to pick up the gift certificate. Not sure what else to do on this. We don't have your contact info so we can't mail it to you. "
2. Business response fails to state all the facts: FIRST: I did provided [redacted] with my mailing address( [redacted]); SECOND: I spoke with [redacted] over the phone , in the presence of two adult witnesses, and indicated that I did not want to give out my physical address; THIRD: [redacted] promised to MAIL ME THE GIFT CARD; FOURTH: Since [redacted] did not keep his promise, I filed a second on-line complaint at Palm's Car Wash web page, and got no response; FIFTH: Since I got no response to my second complaint, I proceeded to file my complaint before Revdex.com and disputed the charges with my credit card provider; SIXTH: I disputed the charges, because business performed a service no suited to my vehicle needs( it was flooded and needed professional cleaning and drying, not shampooing), and business failed to inform me that it was nor licensed, neither had  the equipment to dry my car; SEVENTH: Fixing my vehicle required professional services valued in the amount of $1,403.91( see attachments), not shampooing; EIGHTH: If business sends me the gift card in 24 hours, I'll gladly cancel my charge dispute with my credit card provider.
Regards,
[redacted]

The truck in front of this customer refused to pull out of the car wash conveyor, ignoring our instructions, which caused this customer to bump into the rear of the truck, slightly bending her license plate and damaging the license plate cover. Whilewere are not respnsible for automobiles who cannot...

follow basic instructions to move their vehicle, we still offered to fix her license plate and cover. She then wanted the two nicks on the back of her vehicle fixed because she claimed she was in shock when this occurred and failed to move forward herself, causing the vehicle behind her to tap her from the rear. Customer wanted $200 to fix everything without knowing the true cost to replace, claiming her lost time was a factor as well. We rightly refused this.  This should be a complaint between the customer and the other vehicles. She admitted wrongdoing by not pulling forward once this occurred, thereby causing her own damage to the rear. Again, we offered to repairher license plate and cover.

Good Day
Please allow us to introduce ourselves.  We are the [redacted] of the Palms Car Wash - [redacted] and [redacted].  We had a lengthy conversation with our [redacted], regarding your recent experience at our car wash.  Mr. [redacted] indicated that he listened attentively to your grievance and thoroughly inspected your vehicle when this incident was brought to his attention.  It was his observation that your vehicle had some pre-existing damage in which double-sided tape had been applied in an effort to repair the molding and that the clips were not evident.  Although the application of the tape may have helped temporarily keep this damaged part in place, this method isn't standard use practice for auto body repair technicians nor is it a permanent solution. 
While we certainly understand your frustration, we cannot be responsible for any loose or damaged trim that becomes dislodged during the washing process.  If a vehicle has prior damage and/or loose parts before entering any machine-operated car wash, there's always a chance that the damaged parts will become aggravated by the rotating parts of the machine.  We do our very best to make our customers aware of this disclaimer, which is why it's prominently displayed at the entrance of our car wash for everyone to read.  The sign explains that, "Although our wash is very safe we are NOT RESPONSIBLE FOR: power antennas, bug shields, luggage racks, loose chrome, molding & fenders, bumpers, wipers, glued spoilers, any non-factory installed items, prior damage."
As [redacted] of this company, it's very important that we exemplify honesty and integrity, while also bringing forth a high quality of products and services that exceed our customers' expectations. These are the core values we aim to instill in all of our employees, and it's precisely what has made Palms Car Wash so successful over the last 10 years.  Mr. [redacted] is a highly experienced [redacted] who's known for his courteous demeanor and sound judgment, even under the most stressful circumstances.
In an effort of good faith, we'd like to provide you with the opportunity to have the professionals at [redacted] inspect your vehicle. They are a well-respected company in this community and I believe they would give an honest and impartial assessment of the part in question to determine if it was improperly repaired.  Should they concur that your vehicle's damage was due to faulty repair practices, then we must respectfully stand behind our aforementioned policy regarding loose or damaged trim.  If you would like to exercise this option, please feel free to email us directly at[redacted]@palmscarwash.com and we'll have that set up for you.
Respectfully,
[redacted] and [redacted]

Vehicle damaged in drive-thru car wash. They offered no apology and took no responsibility.

Paid $13 for the car wash and when I got to the end, I was told to stop before I had fully exited the wash. I thought they were cleaning my tires since I had paid for the premium package. Instead, I was told to go around to the back of the lot and ask for the manager. I thought they were going to give me another wash because it hadn't fully cleaned my minivan. Instead, I pulled into the building at the back, got out of my van and saw that the back bumper had been pulled off the passenger side.

A manager and asst. manager finally came around and popped my bumper back in. I pointed out the buckle in my bumper now and the manager asked where a mark on my bumper had come from and then accused me of having an accident and then coming to get my car washed and blaming them for the dent in my bumper.

The manager claims that I had preexisting damage to my vehicle. There is no way for me to prove that I did not, since I did not take photos right before driving into the car wash. I can show that I have no insurance claims on my vehicle and no traffic violations.

They finally returned my $13. However, the manager wouldn't give me his business card, but had the asst. manager provide me with his. Unexpected rude behavior and lack of response from a business in a "service" industry. Extremely disappointed.

Complaint: [redacted]
I am rejecting this response because: My passenger side door hadn't had any damages to it prior to this incident. I to have provided some photos of my own. In the first photo you will notice the trimming on the drivers side door is fully intact and flush with the door as it was on the passengers side. Looking at the second photos you will notice that the pins holding the side panel are located at the bottom and not the top, the top was intended to be held by automotive double sided tape ( picture provided ) or another sort of adhesive in order to remove the piece if needed..  The third picture shows that this was a clean break, there where no visible signs of previous cracks or damages to the panel before this incident occurred. Mr. [redacted] the [redacted] showed no interest or remorse for my property. He immediately preceded to shut me out; that being reason for my anger. He made no attempt to contact me but instead had a manager call me who could not explain to me why this decision was made. The Manager informed me that he didn't know how long Mr. [redacted] would be at the facility so I told him I was on my way. I live approximately 2min. away from the location. Upon my arrival I was informed that Mr. [redacted] had left for lunch instead of waiting for me to arrive. He was then notified by phone; was when I told him I would like to speak to him in person and that his actions where very unprofessional. He returned with an uncaring demeanor and almost immediately told me that my car was already damaged. I would like to mention that the second picture he provided has nothing to do with the issue we are disputing about. that piece would be my front bumper and is bolted down I to have also provided a picture of it..  There was no customer service or display of concern. I would also like to add that there are a total of 3-4 employees working the drive thru area. 2 at times taking your money and 2 pre washing the cars. these employees should be properly trained to inspect the car for any loose or damaged parts as they make their was around with the hose and scrub brushes before entering the automatic wash. If such damages are noticed service should be declined and customer should be redirected to the manual car washing ports. The sign that is posted in the picture Mr. [redacted] provided is located at the entrance where you would pay the least attention due to lining up the driver side tires with the railing and watching the hand signals that are being given by the employees directing you. In that picture you will also see an employee holding a water hose therefor backing up my argument.. Thank you, I hope this issue can be resolved soon. 
Regards,
[redacted]