Premier Car Wash & Detail

In regards to [redacted] ***’s comments, they are not entirely true I in no way asked for or even implied that I wanted a refund for any portion of the month I paid for I merely expressed surprise when she said I was going to be charged again every month and said I wanted to cancel the service I fully expected to be able to get the full thirty days of car washes I had already paid for on both our cars When I said I wanted to cancel the service I was told that if I did I would have to pay another $for the car that we brought in to get washed Considering it had only been washed once for the $I had already paid that would bring the charges to a total of $for only two washes That statement by her was absolutely outrageous so I said “fine, I will just call and cancel when I get home” If she was not going to accept me cancelling over the phone, she should have told me that while I was standing in front of her saying I did not want to pay any more for the service I was not at all happy at being treated like this so imagine what my feelings were when I called from home and was told I could not do it over the phone and had to bring my card in to get it swiped Mr [redacted] says that I received something in writing stating that I needed to cancel the service in writing It seems these people can’t make up their mind as to their policy The only thing I remember seeing was that you could start and stop the service with a cell phone app by texting some code to some number I don’t have a cell phone so I can’t text messages to their app but they can’t decide whether I have to bring the card in in person, cancel in writing or cancel by phone app He also says that they have one of the most liberal policies for such a service I have been paying for many services on a monthly basis like this for a long, long time I was doing business like this with [redacted] on services like [redacted] , ***, [redacted] and [redacted] in the early 1980’s I have never seen a business with a policy stating you can’t cancel the service over the phone I can provide a long, long list of businesses with more liberal cancellation policies than Premier Car Wash It would be much harder to come up with a list of one, let alone two businesses with a less liberal cancellation policy If the policy was truly that I needed to give days’ written notice to cancel the service then when I said I wanted to cancel the service on July 5th while in the store she should have accepted that notice by asking me to sign my name that I wanted it cancel in days instead of telling me that I would lose my month of service and have to pay another $if I wanted it cancelled You can’t just change your policy to suit your pocketbook and you can’t treat customers this way and expect to stay in business for very long I also wrote on your website days before the end of the month of service and said I wanted to cancel and asked that the business owner contact me but that was never done Businesses who cannot respond in a civil manner to customers that have complaints do not deserve to have any customers

Good Afternoon,
This letter serves to address the complaint filed on 9/4/by *** A *** after visiting our car wash facility
On September 3rd, Mr *** had made his 3rd visit to our wash with his Honda requesting an automatic car wash which is serviced by our tunnel
equipmentHe had been serviced advised by our adviser, *** *** on each of his visits, including the one on September 3rd
Mr *** owns a vehicle that has been lowered or modified from original equipment*** *** had explained to Mr *** that his car was not capable of being washed at our facility due to the modifications and specifications of his vehicleHis vehicle would not safely travel over the entrance piece of the tunnel track as it the car sits too low to the groundDespite being advised of this, Mr *** specifically requested that we place a piece of wood down at the track to load the car onto the conveyor, as this has been done beforeWe have advised Mr *** that we are not responsible for any damage caused by this and that we are not and can not be held responsible for damage that accor if a vehicle has been modified or contains aftermarket items, which his vehicle doesMr *** requested we proceed anyway
On the September 3rd visit, the vehicle did not make is successfully past the board as it snapped while being loaded onto the conveyor causing the front skirt to snap out of placeOur attendants were able to replace the piece back on the vehicle with the exception of small hole in the mounting area of the piece inside the wellThe vehicle was safe to drive
Mr *** immediately proceeded to Elk Grove Honda to obtain an estimate and turned it in to our facility for review later the same dayHowever, the next day Mr *** had filed a complaint with the Revdex.com stating we have not contacted him, which is correctThe General Manager of the facility was ill and not at the facility on September 3rd and was not aware of the incident at the time, however, the complaint with the Revdex.com had already been filed hours later
On September 9th, Mr *** filed an insurance claim with his provider and had the vehicle repaired along with another unrelated claim to the rear of his vehicle. Mr ***'s vehicle has since been repaired by Elk Grove Honda and has been paid for by his insurance companyAdditionally, one week later on September 16th, we have also been contacted by an attorney claiming to represent Mr *** in this matter requesting payment in an amount that is not in line with the estimate we have received
Where incidents occur at our facility, we do actively work with our customers to make them whole again when we can determine that any reported damage was in fact caused by our operationUnfortunately in this case we do not believe we were given ample time to handle this situation appropriately to do the work necessary to determine the cause of the incident, extend of damage, and available options to proceed further where necessary
At this time we can only offer this information to the Revdex.com as we are still gathering information in this incident and do not have all the data we need to handle this matter properlyIn a very short period of time, there have been agencies which include the Revdex.com, Mr ***'s insurance company, and an attorney attempting to resolve this matterWe are unable to offer any further information in this matter at this time
*** ***
Premier Car Wash

In regard to the response re have received to this matter, I will respond with the following:
I believe there is much confusion in this matter regarding cancelling a Premier Perks Unlimited Wash ClubOur policy is provided on the receipt at the time of sign up and is given to each customer in addition to collecting their signatureThe policy that was presented to the customer was presented in the Revdex.com investigation on my previous replyThis policy is handed to every customer as part of the receipt received at the register
It is not our intention to make it difficult for any customer to cancel their Perks clubs with usWe have many customers who use the program and do cancel for various reasons with out questionI'm sorry for any inconvenience that has occurred during this transaction and wished that Mr *** had the experience he was expected to have with usWe take every situation seriously and will use this situation to continue to improve on our customer's experience with us
At this moment I can assure you that the clubs have been cancelled and no further attempts are being made to charge for these Perks membershipsThe customer has already been compensated for the months requested through the bank and we have no desire to contest these as we fell they are in fact just and due
We realize nothing is ever perfect and there are times where issues can occur and matters slip through the cracks and experiences do not go smoothly or as intendedIt's out goal to continue to improve on our procedures and ensure that customers receive a consistent experience at Premier.
Our sincere apologies to Mr ***If he would like to discuss this matter further I would be more than happy to reach out to him outside of this Revdex.com matter for additional feedback for matters that are outside the scope of the Revdex.com report/requestWe value feedback from out customers, both happy and dissatisfied, and do take these matter seriously in improving out serviceHowever, at this time Mr *** has been compensated accordingly as requested, and the clubs have been cancelled and feel this matter has been resolved
Truly,
*** ***
Premier Car Wash

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me
It is a shame that nobody from Premier ownership or management was willing to reach out to me and settle this when I requested it from the Premier website

In regards to [redacted]’s comments, they are not entirely true.  I in no way asked for or even implied that I wanted a refund for any portion of the month I paid for.  I merely expressed surprise when she said I was going to be charged again every month and said I wanted to cancel the service.  I fully expected to be able to get the full thirty days of car washes I had already paid for on both our cars.  When I said I wanted to cancel the service I was told that if I did I would have to pay another $30 for the car that we brought in to get washed.  Considering it had only been washed once for the $50 I had already paid that would bring the charges to a total of $80 for only two washes.  That statement by her was absolutely outrageous so I said “fine, I will just call and cancel when I get home”.  If she was not going to accept me cancelling over the phone, she should have told me that while I was standing in front of her saying I did not want to pay any more for the service.  I was not at all happy at being treated like this so imagine what my feelings were when I called from home and was told I could not do it over the phone and had to bring my card in to get it swiped.  Mr. [redacted] says that I received something in writing stating that I needed to cancel the service in writing.  It seems these people can’t make up their mind as to their policy.  The only thing I remember seeing was that you could start and stop the service with a cell phone app by texting some code to some number.  I don’t have a cell phone so I can’t text messages to their app but they can’t decide whether I have to bring the card in in person, cancel in writing or cancel by phone app.  He also says that they have one of the most liberal policies for such a service.  I have been paying for many services on a monthly basis like this for a long, long time.  I was doing business like this with [redacted] on services like [redacted] and [redacted] in the early 1980’s.  I have never seen a business with a policy stating you can’t cancel the service over the phone.  I can provide a long, long list of businesses with more liberal cancellation policies than Premier Car Wash.  It would be much harder to come up with a list of one,  let alone two businesses with a less liberal cancellation policy.
   If the policy was truly that I needed to give 7 days’ written notice to cancel the service then when I said I wanted to cancel the service on July 5th while in the store she should have accepted that notice by asking me to sign my name that I wanted it cancel in 7 days instead of telling me that I would lose my month of service and have to pay another $30 if I wanted it cancelled.  You can’t just change your policy to suit your pocketbook and you can’t treat customers this way and expect to stay in business for very long.
   I also wrote on your website 7 days before the end of the month of service and said I wanted to cancel and asked that the business owner contact me but that was never done.  Businesses who cannot respond in a civil manner to customers that have complaints do not deserve to have any customers.

9/22/2014
In regards to the matter of [redacted]. 
Mr. [redacted] signed up for our Premier Perks, Monthly Unlimited
Washing  program on June 15th, and also
washed his car using the Premier Perks benefits.  Premier Perks is a program which allows our enrolled
customers to...

wash their vehicles and unlimited amount of times for 30 days for
one flat price. The plan is paid for by a major credit card which allows us to
re-charge their card every 30 days for another  30 days of unlimited washing.
Mr. [redacted] did visit our wash on July 5th at which time he
washed his one of his 2 (two) enrolled vehicles. It was mentioned that he
wanted to cancel the program and wanted a refund. Like many pre-paid unlimited
subscription based programs we do not prorate or refund money paid for unused time,
and we do not have a trial period allowing a full refund. It was explained to
the customer that he had already used the program and received washes, and even
had we cancelled the program as he requested that he would, at minimum, be
charged for the washing he already received, which at this point was 2 (two)
washes.  Between both enrolled vehicles,
a total of 5 (five) washes had been used. No cancellation was submitted by Mr.
[redacted] at that time.
Mr. [redacted] stated he "called" to cancel the
program, however, the cancellation policy that all customers receive at time of
sign up states that we must receive written notice, which can be done in person
or mailed should they so chose, neither was done. We do not cancel plans via
telephone as we have no way to validate a user over the phone. This is done for
their own privacy and security.
Our official cancellation policy is listed below:
"I authorize Premier Car Wash to charge my credit card
account $59.99on a monthly basis for the Premier Perks 30 day plan. I
understand this Automatic Recharge Authorization shall remain in force until I
cancel by giving 7 days written notice. I understand Premier Car Wash may
cancel this plan at any time, and that the plan will be cancelled if the
monthly charge is declined by the card processing system. I understand that
circumstances may affect the availability of services, including equipment
failure or inclement weather. I understand that monthly rates may be increased,
with notice posted at the site at least 30 days in advance."
Mr. [redacted] did contact his bank and did write the Revdex.com
regarding this issue but never made a written request to cancel his monthly
wash program. We have terminated his club so it will not renew and he will not
be charged any further. The bank has refunded to him 1 (one) month of fees.
Premier Car Wash has one of the most liberal policies for
monthly unlimited programs. We do no lock customers into long term contracts,
we do not charge deposits, nor do we charge enrollment fees. Even with our
current cancellation policy as written, we actively do cancel customer's plans
up until the last day of the billing cycle without question. However, we do
insist that all cancellations are done according to policy to ensure that
customer's privacy and security are respected.
We're sorry about any confusion during this matter, but
please be assure that it is not our intent to keep any of our customers locked
into plans they do not want.
Please contact us with any additional concerns.
 
[redacted]
Premier Car Wash
cc: [redacted]

Review: I took my Lexus IS 250, to Premier Car Wash for a wash and detail and received inappropriate customer service from [redacted] the general manager.

On 10/24/2013), I took my Lexus IS 250 to Premier Car Wash located at 8130 Orchard Loop, Elk Grove, CA 95624 to get washed and detailed. I have been taking both my cars here for at about 2 years for the same type of services. The staff is always friendly and they do a good job.

Unfortunately, this time when I took my Lexus, there was an issue with the carpet in the back on the driver side. I went out to look at the car when it was finished as I always do but I noticed there was a white spot on the carpet. I thought it was soap and needed to be wiped off. However, when I pointed it out to one of the employees he said it was like that already. I said no I have never seen that before and no one has ever pointed this out to me. The employee mentioned he told Lamont the person who wrote up my car and Lamont was supposed to tell me.

I asked if he would go get Lamont and he did. Lamont tells me that yes it was like that and he was informed of it but he got busy and didn't come tell me. Then I asked him if there is damage to a person's vehicle is it you policy to inform the owner before work is started, he said yes? Then he said well "I didn't know they were going to start on your car so quickly and they didn't tell me until after they started cleaning your car". I said which one is it? First you said they told you before they started working on the car and now you said they didn't tell you until after they started working on it. His story changed a couple of times.

I asked to speak to the manager. [redacted] called the general manager [redacted] I tried explained to [redacted] this white spot was not there before, it was never brought to my attention and before I could finish [redacted] said "I don't believe you". [redacted] was extremely unprofessional, and made inappropriate remarks. He said "I can take a picture of it but it looks to me like you spilled bleach on the carpet." I said I did not spill bleach in my car. I said to him I come here all of the time I was just in 2 weeks ago for a wax. Then [redacted] began to raise his voice and said "well you must have had a battery in your car". I said why would I have a battery in my car? He walked away and came back and started yelling again. I said to him you will not yell and talked to me that way. Then he asked me who wrote up my car I said the gentleman in the straw hat. [redacted] then said oh the "black" guy. I corrected him and said the African American man and [redacted] said whatever. The Assistant manager [redacted] came to see how he could help and said he can look at the tape to see who vacuumed the car to see if they saw the spot. Julio also mentioned if the spot was there before the service Lamont should have informed me. [redacted] then raises his voice and said "it is not our policy to inform customers if there is anything wrong with their car before we begin working on it". [redacted] left to view the tape. Then [redacted] said to me "you have been driving around all of "your" people and that's where the stain came from." I said excuse me, then he said it again "you have been driving around all "your" people and that's where the stain came from."

I said to him as you can my back seat looks brand new my car is a 2008 and I barely have 32,000 miles on it. I don't have people in my back seat. [redacted] reviewed the tape and brought the 2 guys who vacuumed my car. The guy who vacuumed that side of the vehicle said he didn't notice the stain but he didn't lift the matt. He also said if it was like that [redacted] should have told me. Both guys mentioned to [redacted] I come in for service all of the time. [redacted] began to raise his voice was extremely unprofessional and told the two guys to get back to work. At that point I only wanted to work with Julio due to [redacted]'s unprofessionalism and offensive remarks. Julio said he would contact the people who make the products they used to clean the carpet and he would call me the next day, 10/25/13, and let me know the outcome; I did not get a call back. On 10/26/13, I left a message for [redacted]Desired Settlement: No one can tell me whether the stain was there before or after they began work on my car. I know it was not there and if it was it was never brought to my attention.

I have never been treated in the manner in which [redacted] has treated me. What I am looking for to resolve this issue is a verbal in person apology to me from [redacted] This apology should be in front of the 4 staff members who were present during this situation and also I would like for [redacted] to apologize to those same 4 staff members in my presence for his hostile behavior towards them.

Mr. [redacted] in my opinion needs to attend some type of diversity awareness training. Along with customer service training. I look forward to a reply and a resolution to this problem.

XXX-XXX-XXXX

Business

Response:

Initial Business Response

It is not our policy to take an inventory of pre-existing damage to a customer's vehicle upon service at our wash. We do a quick, generalized look at the exterior of the vehicle prior to the wash process in order to ensure the vehicle is able to travel through our automatic wash tunnel safely. We attempt to identify loose body molding, parts, missing items, and other potential hazards. The spot on the carpet in which the customer is referring to is located on the driver side, rear foot well and was covered by a floor mat.

The customer did call attention to the spot upon completion of service. The spot in question is an approximately 8" by 4" section of missing pile from the nap of the flooring. Upon inspection of the carpet it was determined that the type of damage to the carpet was not caused or due to the carpet extraction or steaming process performed and that the damage to the carpet shows existing wear and aging in that area. The carpet did not require aggressive cleaning as it was not soiled. We did contact our detail supplier to discuss the damage and was assured that the products used are tested and safe to for the intended purpose.

We do not take responsibility, repair, or compensate customers for damage under several circumstances, pre-existing conditions being one of them, whether they are discovered prior to the work commencing or not. This damage was determined to be pre-existing. The customer claims that this damage was not there and stated if it was it was never called to her attention. We attempted to discuss the cleaning process and our policy regarding damage as well as offering potential causes and means in which this type of damage could possibly occur. The customer was neither satisfied with the conversation nor receptive to hearing of potential causes and was insistent that we repair the damage. At no time during our exchange were inappropriate comments made.

Sincerely,

Final Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

I do not accept the business' response due to 3 employees telling me it is their policy to notify a customer or any prior damages before providing service. I would like to see a copy of their policies.

When I tried to explain to [redacted] I was not notified of any damage and the damage was not there prior to the service, before I could finish speaking he cut me off and told me he did not believe me. And "it's because I have been driving all of "my people" around." He made several racist and inappropriate comments to me.

At no time did I ask for the damages to be fixed I wanted to know the cause of the damage. I was told I would receive a call once they talked to their detail supplier and I was never contacted.

[redacted] should not be in a position where he can us inappropriate language and get away with it. I will no longer go to that business and I will post this complaint.

All I wanted to resolve this issue was an apology for [redacted]'s inappropriate language.

Thank you,

Upset Customer

Review: On 3 Sept 2014 I, [redacted], went to premier car wash in elk grove and bought a car wash from attendant [redacted] drove the car into the car wash detaching the bumper in my 2007 honda fit automobile. I was referred to [redacted], a manager, who took the vehicle into the shop. [redacted] stated that the general manager was not available and that they would be contacting me. I asked for their insurance policy name and number but was denied the information. I took my vehicle to a body shop who gave me an estimate for approximately $1300.00 in damage. I took this estimate and hand delivered it to [redacted] Who took copies of the estimate and told me someone will be contacting me. No one has contacted me.Desired Settlement: Premier car wash to pay for the damages to my vehicle.

Business

Response:

Good Afternoon,

This letter serves to address the complaint filed on 9/4/2014 by [redacted] A [redacted] after visiting our car wash facility.

On September 3rd, Mr [redacted] had made his 3rd visit to our wash with his 2008 Honda requesting an automatic car wash which is serviced by our tunnel equipment. He had been serviced advised by our adviser, [redacted] on each of his visits, including the one on September 3rd.

Mr [redacted] owns a vehicle that has been lowered or modified from original equipment. [redacted] had explained to Mr [redacted] that his car was not capable of being washed at our facility due to the modifications and specifications of his vehicle. His vehicle would not safely travel over the entrance piece of the tunnel track as it the car sits too low to the ground. Despite being advised of this, Mr [redacted] specifically requested that we place a piece of wood down at the track to load the car onto the conveyor, as this has been done before. We have advised Mr [redacted] that we are not responsible for any damage caused by this and that we are not and can not be held responsible for damage that accor if a vehicle has been modified or contains aftermarket items, which his vehicle does. Mr [redacted] requested we proceed anyway.

On the September 3rd visit, the vehicle did not make is successfully past the board as it snapped while being loaded onto the conveyor causing the front skirt to snap out of place. Our attendants were able to replace the piece back on the vehicle with the exception of 1 small hole in the mounting area of the piece inside the well. The vehicle was safe to drive.

Mr [redacted] immediately proceeded to Elk Grove Honda to obtain an estimate and turned it in to our facility for review later the same day. However, the next day Mr [redacted] had filed a complaint with the Revdex.com stating we have not contacted him, which is correct. The General Manager of the facility was ill and not at the facility on September 3rd and was not aware of the incident at the time, however, the complaint with the Revdex.com had already been filed 24 hours later.

On September 9th, Mr [redacted] filed an insurance claim with his provider and had the vehicle repaired along with another unrelated claim to the rear of his vehicle. Mr [redacted]'s vehicle has since been repaired by Elk Grove Honda and has been paid for by his insurance company. Additionally, one week later on September 16th, we have also been contacted by an attorney claiming to represent Mr [redacted] in this matter requesting payment in an amount that is not in line with the estimate we have received.

Where incidents occur at our facility, we do actively work with our customers to make them whole again when we can determine that any reported damage was in fact caused by our operation. Unfortunately in this case we do not believe we were given ample time to handle this situation appropriately to do the work necessary to determine the cause of the incident, extend of damage, and available options to proceed further where necessary.

At this time we can only offer this information to the Revdex.com as we are still gathering information in this incident and do not have all the data we need to handle this matter properly. In a very short period of time, there have been 3 agencies which include the Revdex.com, Mr [redacted]'s insurance company, and an attorney attempting to resolve this matter. We are unable to offer any further information in this matter at this time.

Premier Car Wash

Review: The car washes were purchased on either June 14th or 15th. I tried to cancel in person one day of July 4th week-end but they wanted to charge me for a car wash if I did cancel (even though the car had only been washed once before for the $49.99 monthly fee). I called them before the month was up and asked them not to charge me again, but they refused unless I drove down there and gave them my card again. When they charged my account, I called the bank and disputed it. So I got my money back last month but this month they charged me again.Desired Settlement: I don't want to call my bank every month and dispute the charge every month. I just was this business to stop charging me.

Business

Response:

9/22/2014

In regards to the matter of [redacted].

Mr. [redacted] signed up for our Premier Perks, Monthly Unlimited

Washing program on June 15th, and also

washed his car using the Premier Perks benefits. Premier Perks is a program which allows our enrolled

customers to wash their vehicles and unlimited amount of times for 30 days for

one flat price. The plan is paid for by a major credit card which allows us to

re-charge their card every 30 days for another 30 days of unlimited washing.

Mr. [redacted] did visit our wash on July 5th at which time he

washed his one of his 2 (two) enrolled vehicles. It was mentioned that he

wanted to cancel the program and wanted a refund. Like many pre-paid unlimited

subscription based programs we do not prorate or refund money paid for unused time,

and we do not have a trial period allowing a full refund. It was explained to

the customer that he had already used the program and received washes, and even

had we cancelled the program as he requested that he would, at minimum, be

charged for the washing he already received, which at this point was 2 (two)

washes. Between both enrolled vehicles,

a total of 5 (five) washes had been used. No cancellation was submitted by Mr.

[redacted] at that time.

Mr. [redacted] stated he "called" to cancel the

program, however, the cancellation policy that all customers receive at time of

sign up states that we must receive written notice, which can be done in person

or mailed should they so chose, neither was done. We do not cancel plans via

telephone as we have no way to validate a user over the phone. This is done for

their own privacy and security.

Our official cancellation policy is listed below:

"I authorize Premier Car Wash to charge my credit card

account $59.99on a monthly basis for the Premier Perks 30 day plan. I

understand this Automatic Recharge Authorization shall remain in force until I

cancel by giving 7 days written notice. I understand Premier Car Wash may

cancel this plan at any time, and that the plan will be cancelled if the

monthly charge is declined by the card processing system. I understand that

circumstances may affect the availability of services, including equipment

failure or inclement weather. I understand that monthly rates may be increased,

with notice posted at the site at least 30 days in advance."

Mr. [redacted] did contact his bank and did write the Revdex.com

regarding this issue but never made a written request to cancel his monthly

wash program. We have terminated his club so it will not renew and he will not

be charged any further. The bank has refunded to him 1 (one) month of fees.

Premier Car Wash has one of the most liberal policies for

monthly unlimited programs. We do no lock customers into long term contracts,

we do not charge deposits, nor do we charge enrollment fees. Even with our

current cancellation policy as written, we actively do cancel customer's plans

up until the last day of the billing cycle without question. However, we do

insist that all cancellations are done according to policy to ensure that

customer's privacy and security are respected.

We're sorry about any confusion during this matter, but

please be assure that it is not our intent to keep any of our customers locked

into plans they do not want.

Please contact us with any additional concerns.

Premier Car Wash

cc: [redacted]

Consumer

Response:

In regards to [redacted]’s comments, they are not entirely true. I in no way asked for or even implied that I wanted a refund for any portion of the month I paid for. I merely expressed surprise when she said I was going to be charged again every month and said I wanted to cancel the service. I fully expected to be able to get the full thirty days of car washes I had already paid for on both our cars. When I said I wanted to cancel the service I was told that if I did I would have to pay another $30 for the car that we brought in to get washed. Considering it had only been washed once for the $50 I had already paid that would bring the charges to a total of $80 for only two washes. That statement by her was absolutely outrageous so I said “fine, I will just call and cancel when I get home”. If she was not going to accept me cancelling over the phone, she should have told me that while I was standing in front of her saying I did not want to pay any more for the service. I was not at all happy at being treated like this so imagine what my feelings were when I called from home and was told I could not do it over the phone and had to bring my card in to get it swiped. Mr. [redacted] says that I received something in writing stating that I needed to cancel the service in writing. It seems these people can’t make up their mind as to their policy. The only thing I remember seeing was that you could start and stop the service with a cell phone app by texting some code to some number. I don’t have a cell phone so I can’t text messages to their app but they can’t decide whether I have to bring the card in in person, cancel in writing or cancel by phone app. He also says that they have one of the most liberal policies for such a service. I have been paying for many services on a monthly basis like this for a long, long time. I was doing business like this with [redacted] on services like [redacted] and [redacted] in the early 1980’s. I have never seen a business with a policy stating you can’t cancel the service over the phone. I can provide a long, long list of businesses with more liberal cancellation policies than Premier Car Wash. It would be much harder to come up with a list of one, let alone two businesses with a less liberal cancellation policy.

If the policy was truly that I needed to give 7 days’ written notice to cancel the service then when I said I wanted to cancel the service on July 5th while in the store she should have accepted that notice by asking me to sign my name that I wanted it cancel in 7 days instead of telling me that I would lose my month of service and have to pay another $30 if I wanted it cancelled. You can’t just change your policy to suit your pocketbook and you can’t treat customers this way and expect to stay in business for very long.

I also wrote on your website 7 days before the end of the month of service and said I wanted to cancel and asked that the business owner contact me but that was never done. Businesses who cannot respond in a civil manner to customers that have complaints do not deserve to have any customers.

Business

Response:

In regard to the response re have received to this matter, I will respond with the following:

I believe there is much confusion in this matter regarding cancelling a Premier Perks Unlimited Wash Club. Our policy is provided on the receipt at the time of sign up and is given to each customer in addition to collecting their signature. The policy that was presented to the customer was presented in the Revdex.com investigation on my previous reply. This policy is handed to every customer as part of the receipt received at the register.

It is not our intention to make it difficult for any customer to cancel their Perks clubs with us. We have many customers who use the program and do cancel for various reasons with out question. I'm sorry for any inconvenience that has occurred during this transaction and wished that Mr [redacted] had the experience he was expected to have with us. We take every situation seriously and will use this situation to continue to improve on our customer's experience with us.

At this moment I can assure you that the clubs have been cancelled and no further attempts are being made to charge for these Perks memberships. The customer has already been compensated for the months requested through the bank and we have no desire to contest these as we fell they are in fact just and due.

We realize nothing is ever perfect and there are times where issues can occur and matters slip through the cracks and experiences do not go smoothly or as intended. It's out goal to continue to improve on our procedures and ensure that customers receive a consistent experience at Premier.

Our sincere apologies to Mr [redacted]. If he would like to discuss this matter further I would be more than happy to reach out to him outside of this Revdex.com matter for additional feedback for matters that are outside the scope of the Revdex.com report/request. We value feedback from out customers, both happy and dissatisfied, and do take these matter seriously in improving out service. However, at this time Mr [redacted] has been compensated accordingly as requested, and the clubs have been cancelled and feel this matter has been resolved.

Truly,

Premier Car Wash

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

It is a shame that nobody from Premier ownership or management was willing to reach out to me and settle this when I requested it from the Premier website.

Exceptional customer service and attention to detail. I have been coming here for several years and the prices are competitive and the specials and discounts are awesome!