Prime Auto Wash

The customer called to tell us she was charged and additional $2 for an $8 wash. The system is a self-automated machine and will never over charge a customer without the customers input. When a customer selects a wash package other than the "Ultimate" they are given the opportunity to purchase a...

"buy up package" by hitting "YES" or "NO". In this case the customer selected "YES" by mistake as this is the only way an additional $2.00 would have been charged to her card.When she called to say we wrongfully charged her the $2.00 we attempted to explain to her what had occurred during her visit. We certainly would never call a customer a liar; but only try and educate them so their future experiences will be without issue.She also indicated the wash did not function as it was supposed too; in fact it did function correctly, again she drove through the sensors too quickly and created an issue where her car only received the undercarriage flush on the back half of her car. Again, this is the only way this particular scenario can occur. In order to receive a full length undercarriage flush the customer must drive very slowly so the hi pressure pump system has time to react. This is also indicated on the signage and screens. We did not receive any additional complaints that day or to date pertaining to the described issue of the customer. In addition, the customer hung the phone up before we could offer her a refund code. Please accept Wash Code # 932210 for a free $10 wash at Prime Auto Wash for the inconvenience.All car wash's operate and function differently. We have always taken the necessary time to talk to any of our customers when they have a question or concern about the process. We understand there can be difficulties when interacting with computer self- automated equipment.Thank you Prime Auto Wash

Review: I purchased a car wash for $8 and was up charged an additional $2. Then the wash did not perform as it was supposed to. I called to speak to them regarding my experience and was called a liar and refused the refund of my $2 up charge. I was not even asking for a full refund.Desired Settlement: A refund of my car wash purchase.

Business

Response:

The customer called to tell us she was charged and additional $2 for an $8 wash. The system is a self-automated machine and will never over charge a customer without the customers input. When a customer selects a wash package other than the "Ultimate" they are given the opportunity to purchase a "buy up package" by hitting "YES" or "NO". In this case the customer selected "YES" by mistake as this is the only way an additional $2.00 would have been charged to her card.When she called to say we wrongfully charged her the $2.00 we attempted to explain to her what had occurred during her visit. We certainly would never call a customer a liar; but only try and educate them so their future experiences will be without issue.She also indicated the wash did not function as it was supposed too; in fact it did function correctly, again she drove through the sensors too quickly and created an issue where her car only received the undercarriage flush on the back half of her car. Again, this is the only way this particular scenario can occur. In order to receive a full length undercarriage flush the customer must drive very slowly so the hi pressure pump system has time to react. This is also indicated on the signage and screens. We did not receive any additional complaints that day or to date pertaining to the described issue of the customer. In addition, the customer hung the phone up before we could offer her a refund code. Please accept Wash Code # 932210 for a free $10 wash at Prime Auto Wash for the inconvenience.All car wash's operate and function differently. We have always taken the necessary time to talk to any of our customers when they have a question or concern about the process. We understand there can be difficulties when interacting with computer self- automated equipment.Thank you Prime Auto Wash