Prime Shine Express Car Wash

I am rejecting this response because:The business is misrepresenting the caseI have enough evidences to prove my complaint both scientifically and from public record where passenger side wheels are scratched at this location I’m PhD in Physics and Masters in EngineeringI have more than 7-year teaching experience of Engineering Statics and Engineering dynamics which deal such situationPlease note that scratches are around the wheel on front and back and exactly same heightWith my experience, it is not possible to get wheel scratched at the same height by hitting on a curbEven you assume that curb of perfect same height then there is almost no possibility that same types of scratches will appear on both wheels Not only that but there is similar complaint filed with Revdex.com on 10/21/2014, for this location has damaged passenger side wheel and this is a line quoted from public record Revdex.com complaint dated 10/21/2014: “we looked over the cars wheels and noticed that both passenger wheels had been badly scratched removing the paint.” Not only that I have done google search and looked at how wheel looks when scratched at car wash and the types of images I see on google looks very like the damage on my wheel I can provide all these documentation to any one if needed With this, I am 100% sure that this damage is done at this location and I ask business to take responsibility of this damage and get this repaired Thank you

First let me apologize for the delay, I did not receive an email notification of the complaint I spoke with [redacted] , who is our customer claims manager [redacted] is the person who dealt with Mr [redacted] , I have to agree with his assessment that Prime Shine is not responsible for the damage to his rimsThe Damage occurred on the passenger side, the conveyor that hold the vehicle and pushes the vehicle through the wash is only on the driver’s sideThe only thing that touches the passenger side of the vehicle is clothI hate to speculate where the damage came from but it appears to be consistent with curb rash from coming in contact with a curb at some point or anything hard coming into contact with the wheels Again please allow me to apologize for the delay in the response

I received a call from [redacted] the daughter of [redacted] on 4-3- She inquired about the status of the service report that was filed with Prime Shine I informed Mrs [redacted] that I needed to gather more information about the claim and then called her back and offered to replace the driver side mirror with either a recycled mirror or an aftermarket mirror I received a copy of the repair estimate that Mrs [redacted] refers to in her description from [redacted] *** I am going to contact Mrs [redacted] and set up an appointment to review the repair estimate from [redacted] and inspect the vehicle

I contacted Mrs*** and gave her the contact information of another body shop that does body repairs and paint work. I am waiting to hear from Mrs*** on her decision. I gave her the shop contact information on 4-10-

Mrs***,I spoke with *** at the body shop and it seems we have to many cooks in the kitchen. The shop is writing an estimate based on what you are describing as damage to your vehicle. Your mom told my manager *** that the white scratch and scuff mark on the center of the door where not related to this loss. This is the information that I am basing my decision on. Your mom drives the vehicle on a regular basis and knows the damages to "her" vehicle. I did email you a copy of our service report with a written offer of $400.00, if you did not receive this email please email me *** and I would be happy to email you my offer once again.I would like to offer you $towards the repairs in case you go thru your insurance company for repairs, this should cover your deductible since you stated to me that your vehicle is fully covered meaning you have comprehensive as well as collision coverage on your policy. If you decide to file a claim with your insurance company they will not find you at fault because the damage threshold for an individual loss is $in the State of California, so your insurance company will not send out an "at fault" or PROP letter.My offer is valid for days from this date forward. I will need a copy of a repair estimate from a licensed Body Shop, and a paid invoice, I will then forward this information for payment. Checks take 4-weeks to arrive.Please email me and let me know how you would like to proceed

I spoke with this customer and we offered to pay for the repairs to his front bumper cover.  The customer has gone to the body shop and the repairs have been performed to his front bumper cover.  The part is at the shop waiting for the customer to come back so the shop can install the repaired front bumper cover on his [redacted].  I did speak with the customer on 10/5/16 and he informed me he has additional damages on his vehicle which he would like Prime Shine to pay for.  I advised the customer that Prime Shine will only cover the repairs to his front bumper cover and if their are additional items that need repair he should contact his insurance company to discuss.  The incident that took place was due to the customer in front of Mohammad not exiting the wash correctly and is not the fault of Prime Shine Car Wash.  We had offered to repair the front bumper cover as a customer service gesture.

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.

First let me apologize for the delay, I did not receive an email notification of the complaint.   I spoke with [redacted], who is our customer claims manager. [redacted] is the person who dealt with Mr. [redacted], I have to agree with his assessment that Prime Shine is not responsible for the...

damage to his rims. The Damage occurred on the passenger side, the conveyor that hold the vehicle and pushes the vehicle through the wash is only on the driver’s side. The only thing that touches the passenger side of the vehicle is cloth. I hate to speculate where the damage came from but it appears to be consistent with curb rash from coming in contact with a curb at some point or anything hard coming into contact with the wheels.       Again please allow me to apologize for the delay in the response.

[redacted],This is [redacted] with Prime Shine Car Wash.  I am the gentlemen that met with you and discussed the damage to the left side upper hood portion of your vehicle.  I spoke with [redacted] the Dent repair person and he gave you an estimate to fix the dent for $85.  I contacted [redacted] and...

he said that he would be able to take payment from me over the phone after he came to your house and removed the slight dent in your hood.  Prime Shine will cover the cost of the dent removal in the amount of $85.  Can you please contact the dent repair guy [redacted] and schedule the repairs with him.  [redacted] will then contact me for payment.  If you have any questions please feel free to contact me at [redacted]Prime Shine Car WashClaims Manager

I called and spoke to the customer [redacted].  I asked her some questions about why she had filed this complaint.  She said she had some damage to her left and right rear door chrome moldings on her vent glass.  I asked her if she had filed a service report at our Oakdale...

location so they could look into the damages for her.  She said she was unaware that we had a claims process in place for matters such as this.  I explained the process of filing a report to her and she said she would go to the location and file the service report so we can investigate the matter and contact her to come up with a resolution.  I provided [redacted] with my contact information in case she had any other questions or concerns.  If anyone has any questions please contact me at the number below.  Thank you and have a great day. [redacted]Claims Manager[redacted]

I am rejecting this response because:The business is misrepresenting the case. I have
enough evidences to prove my complaint both scientifically and from public
record where passenger side wheels are scratched at this location.
I’m PhD in Physics and Masters in Engineering. I have
more than 7-year teaching experience of Engineering Statics and Engineering dynamics
which deal such situation. Please note that scratches are around the wheel on
front and back and exactly same height. With my experience, it is not possible
to get wheel scratched at the same height by hitting on a curb. Even you assume
that curb of perfect same height then there is almost no possibility that same
types of scratches will appear on both wheels.
Not only that but there is similar complaint filed
with Revdex.com on 10/21/2014, for this location has damaged passenger side wheel and
this is a line quoted from public record Revdex.com complaint dated 10/21/2014:  “we
looked over the cars wheels and noticed that both passenger wheels had been
badly scratched removing the paint.”.
Not only that I have done google search and looked at
how wheel looks when scratched at car wash and the types of images I see on
google looks very like the damage on my wheel.
I can provide all these documentation to any one if
needed.
With this, I am 100% sure that this damage is done at
this location and I ask business to take responsibility of this damage and get
this repaired.
 
Thank you

I received a call from [redacted] the daughter of [redacted] on 4-3-15.  She inquired about the status of the service report that was filed with Prime Shine.  I informed Mrs. [redacted] that I needed to gather more information about the claim and then called her back and offered to replace...

the driver side mirror with either a recycled mirror or an aftermarket mirror.  I received a copy of the repair estimate that Mrs. [redacted] refers to in her description from [redacted].  I am going to contact Mrs. [redacted] and set up an appointment to review the repair estimate from [redacted] and inspect the vehicle.

We have conducted a review of the incident in question and found that the windshield failure is not a result of any items from the wash falling on to the windshield but a result of a phenomenon known as thermal shock, as the windshield experiences a rapid temperature change any blemish, even...

those that are too small to be seen or obscured under a molding can expand into a crack. Many times this is accompanied by a rather loud and fighting noise. While this is an unfortunate occurrence, this is the result of an extremely sunny hot day, and cool water from the wash, Prime Shine cannot control either. Windshield cracks are one of the more challenging issues we face because we know that the car wash is not to blame for the damage, yet we understand from the customer’s perspective “it wasn’t there before…and now it is.”  I empathize with the customer’s frustration. Prime Shine values each of its customers and as a customer service gesture we offered Mr. [redacted] $50.00 towards the repair or replacement of his windshield. Prime Shine will honor our original offer but will not cover the entire replacement cost of the windshield. I have included some links that discuss the “thermal Stress or Shock” phenomenon that I wrote of earlier.  http://answers.google.com/answers/threadview?id=561907   http://www.carwindshields.info/car-windshield-stress-cracks   http://host.madison.com/wsj/news/local/sos-is-car-wash-responsible-for-cracked-w...⇄   http://pitstopautoglass.com/blog/windshield-crack-repair-101-thermal-shock-culpr...⇄   Thank you,   [redacted] Director of Operation Prime Shine Inc.

I am rejecting this response because: The scratches that are in the center of the door are not cutting into the paint. However, the scratches directly under the mirror area of the door are what the estimate is for and the reason why the door needs to be painted. My mother pointed out the old scratches from the new. As both managers pointed out, the scratches in the center of the door could be buffed out. The scratches under the mirror cannot. This is where the mirror was ripped off and my the vehicle drug through the car wash on the track while the motion of the contour scraped the broken edges against the paint of the door.

Review: On 3/11/16 I took my car to Prime Shine carwash for a wash, This car wash damaged the front driver side windshield trim by ripping it out, leaving several blue like strips from their car wash hanging from the trim. I immediately notified the car wash and they ask me to take my car back to the car wash so they could look at my car, they did admit to the damages done and offered me free car washes, I declined and would just like to be paid to get it fixed,I cannot pay in advance my self because I am on disability and can't afford it. They are refusing to pay me for their car wash damages done to my car.Desired Settlement: Pay me for the damages .

Business

Response:

Good afternoon Mrs. [redacted],I am sorry that you had your driver side windshield trim piece damaged in our wash. I know you spoke with the manager of the location and she had offered wash passes or the other option was to re-imburse you the $36 after the repairs where completed. Our company claims policy does not permit us to send checks unless the repairs are completed, but I would like to offer another solution. We have a 5 star authorized repair shop in [redacted] that I would like to refer you to and then they can replace the driver side windshield trim piece and will bill us directly for the part and the labor. I will call you at the phone number that you provided and give you the shops information. Again I apologize for any inconvenience this may have caused you and look forward to speaking with you soon. Regards,[redacted]

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.

Review: Opened up a claim with PrimeShine Carwash when I noticed my paint pealing down to the primer on my vehicle. Was told by the manager that they did not cause the damage, so I proceeded to make an appt with [redacted] who is a claims representative. Told me that their carwash didn't contribute anything to the damage on the top of my vehicle. Said he had no intent to work with me but just wanted to meet me in person. This was a complete waste of my time. I've been bringing my cars to them for the past year and half, only to be given nothing when a problem arises. Zero efforts to compensate me or keep me as a customer. In fact, seemed he was getting a thrill out of not helping me, as he could see my frustrations grow. I've taken GREAT care of my vehicle and did not have any signs of oxidation prior to bringing to their carwash, that never dries it completely. Even [redacted] said that is a challenge for SUV but the toyota prius in front of me on my way home had water all over the back. I know they just left b/c the wiper cover they put on. I feel that they got my business for 18mos and didn't care to help when I needed it most. Incomplete drying + no good rinse = damage to clearcoats. Never again will I do business with Prime Shine Carwash.Desired Settlement: Going to cost me upwards of $800 to fix the top of my vehicle according to Certified Collision Group. 50% compensation to offset the cost would be appreciated.

Business

Response:

Dear Mr. [redacted], Prime Shine Inc. has been in business for 25 years next month and strives to offer a first class, high quality wash at an outstanding value. As an organization we have always taken great care to offer a safe wash environment for all of our customer’s vehicles. All of the chemicals that Prime Shine uses in its wash process are bio-degradable, non-acidic, non-caustic and phosphate free. Prime Shine has never used acids or any chemical capable of breaking down or damaging the vehicles painted surface. We do this because it is best for our customer’s vehicles, our employees and the environment. The biggest threats that our vehicles’ painted surfaces face are age, heat and UV sun exposure that can cause the clear coat to break down and allow for the oxidation of the paint below. These exposures result in the damage you are unfortunately noticing on your vehicle. Our wash systems are a model in repetition. We have 16 wash locations in our system including Tracy that are virtually identical and proven over our 25 years. Mr. [redacted], while I am empathetic with your situation, placing the blame on Prime Shine is incorrect. I have reviewed you Revdex.com statement as well as the photos provided and I do agree with our claims managers’ original finding that Prime Shine is not responsible for the damage. Sincerely, [redacted] Director of Operations Prime Shine Inc.

Review: We went to use the services of car wash and during the wash one of the machine ripped off the rear left side fender. I filled a complaint and they send me to an auto body repair which they said that they would pay for the repairs. Then after I got the estimate which was $150 the manager told me that he would pay 30% of the damage and I would have to pay the rest. I consider this unfair and irresponsible because the damage happen with their machines. At the end and after multiple calls the headquarters office manager told me that they have a policy which states that if a car is older than five years they are not responsible for any damage. I believe if they have such a policy they should post it outside where every customer can see it. There is nothing posted anywhere so I consider this a lie and an excuse for their irresponsibility.Desired Settlement: I want them to be responsible for the damage done to my car and refund me the repairs I had to pay.

Business

Response:

Mr. [redacted],Hello its [redacted] with Prime Shine Car Wash, I am sorry that you had some damage at one of our locations. I would like to gather more information about the claim so I can offer some assistance and see if we can resolve this situation for you. I will need the service report number that is on the copy of the report that you where given at the location when the incident took place, this number is located in the upper right hand corner of the report. I will also need to know the location and the date that the incident took place. If you can provide me with this information I can look into this matter further for you and see why we only offered to cover a portion of your repairs. We do have a five year coverage policy so if your vehicle falls out of this coverage area that might me the reason for us only offering to cover a portion of your repairs. I also sent you an email at the email address that you provided when you filed this complaint. If it is more convenient for you to contact me by email directly or call me please do. Thank you and have a great day.

Review: On September 17, 2014 I took my car to Prime Shine. After paying for the car wash I was directed into the wash my a employee, as she was directing me on to the rail I followed the instructions and began my car wash. Going through the was I was in the drivers seat and something abnormal started happening, something I have never witnessed before, the steering wheel began to jerk and I heard a scraping noise from below. After I was issued through the wash and it was complete I drove over to where the vacuum cleaners are and immediately got out of my car to inform the Prime Shine attendant what had just happened. As I was explaining it to [redacted], we looked over the cars wheels and noticed that both passenger wheels had been badly scratched removing the paint. [redacted] was sympathetic and informed me she was going to go into the office and grab some materials to take my personal information down so a claim would be processed for the damage that had been done, she also informed me that she was going to be watching the cameras to find out what exactly happened and that she would be giving me a call back after she had talked to her supervisor about getting my rims fixed on my car. A couple days later she called me on my cell phone to let me know where I needed to take my car in to get the wheels es[redacted]ated, and that the cameras indicated all the information that is needed for prime shine to pay for the damage. After driving to the place to get the car es[redacted]ated twice, [redacted] had called me back to inform me that Prime shine was going to only offer me $150.00. I questioned why the amount was so low when the es[redacted]ate came back at $600.00 for the damage. [redacted] informed me that Prime shine wouldn't pay for the damage, that it was a customer reward for all of the inconvenience. After being very upset with the end result, and myself not accepting, I spoke with a manager named [redacted] in the Modesto cooperate office who refused to help me as well. And called me a liar and said that there was no way the wash did thatDesired Settlement: Two rims were damaged by Prime Shine's automated washing system. However, Prime Shine's assigned repair vendor informed me that all 4 wheels would need to be repaired due to the fact that the paint would not match. I've received a quote from Lexus of Modesto in the total of $2400 to replace all 4 wheels. I do not think replacement is necessary and am willing to work with Prime Shine's vendor for repair.

Business

Response:

Prime Shine takes our customer service very seriously and has built a good reputation in the communities we serve in the last 24 years. Mrs. [redacted] brought the damage to our manager's attention, who took a report of what she claimed, and did an investigation. Although we found no mechanical issues, or possibility of this damage being done by our conveyor system, our manager took the further step of asking Mrs. [redacted] for a repair estimate.

With this, our manager was able to explain that our wash process did not do the damage, but followed up with an offer of $150 as a service gesture. We offered to help not because we felt responsible for the damage, but because she is a customer.

Our offer remains the same and will be available to Mrs. [redacted] if she chooses to accept it.

Consumer

Response:

I am rejecting this response because:

First off, the employee on duty witnessed the incident and filed a report. Also, she let me know that she would review the cameras and if the damage to the wheels could be verified I would recieve a call to take my vehicle to their assigned body shop. Additionally, the assigned body shop inspected the wheels twice and verified that the damage was not caused by "curbing" the wheel. The damage was caused by a surface that rubbed the wheels paint off. Lastly, if Prime Shine inspected their equipment and verified that no damage could have been done to my car, why would they have wasted my time by having me go to their approve body shop twice?

Review: 4/1/15: [redacted] purchased basic car wash for her 1997 [redacted] Blazer 4x4. In process of wash, Contour Wrap ripped driver side mirror off door. Sharp broken edges caused deep scratches in paint. Prime Shine employee put duck tape on mirror as temporary fix. Filled out service report. 4/2/15:Called Prime Shine for update and scheduled meeting with Manger, [redacted] 4/3/15 at 11:30 AM. 4/3/15: Per [redacted], their policy is to only repair vehicle 10 yrs and younger. I, [redacted], [redacted]'s daughter and care taker, called back and requested to speak to a claims manager. [redacted] returned my call. Offered to replace mirror from a dismantle yard for $45.00 or $55.00 cash; take or leave it. I countered offered to take vehicle to [redacted] for estimate of repairs for replacement of mirror, labor for installation, and removed scratches caused dangling mirror. Per [redacted], agreed to estimate by [redacted]. Told to contact [redacted] and have her email work order but stated only willing to purchase mirror. Estimate from [redacted] Auto Body: $829.63 the vehicle is in good condition, has low miles, and has never been in an accident. The vehicle is under my Insurance Policy with full coverage. Cost of repairs well under Blue Book Value.Desired Settlement: I want the vehicle returned back to its original condition prior to damages caused by Prime Shine Car Wash. I want Prime Shine to be made fully accountable for the estimated repairs according to [redacted] of Modesto, CA. Work file for Estimate: [redacted]. These include parts, labor, and installation. The mirror requires connecting wires to the defrost. I explained this to [redacted] but he is not willing to be responsibility of full cost of repairs due to age of vehicle.

Business

Response:

I received a call from [redacted] the daughter of [redacted] on 4-3-15. She inquired about the status of the service report that was filed with Prime Shine. I informed Mrs. [redacted] that I needed to gather more information about the claim and then called her back and offered to replace the driver side mirror with either a recycled mirror or an aftermarket mirror. I received a copy of the repair estimate that Mrs. [redacted] refers to in her description from [redacted]. I am going to contact Mrs. [redacted] and set up an appointment to review the repair estimate from [redacted] and inspect the vehicle.

Consumer

Response:

I am rejecting this response because: 4/6/15, [redacted] requested an additional inspection of the Blazer with him and his manager [redacted] at 1 PM the following afternoon. My mother and I agreed to meet with them. 4/7/15: My mother and I met with Prime Shine representatives [redacted] and [redacted]. [redacted] had a copy of the estimate from [redacted] in his hand as he made comparisons between the written estimate and the actual damage on the vehicle. In [redacted]’s opinion, some of the scratches on the door were pre-existing, and not a direct cause from damaging the mirror. Additionally, he mentioned that color, sand and tint is not needed. He went on to say it does not take an hour for the labor. I suggested he call [redacted] to discuss his concerns with their estimate, but he refused to call them; claiming he also writes estimates and knows what is unnecessary. He mentioned he knew of another shop that could make the repairs at half the cost instead, but never told me which shop that was. He also modified his proposal, claiming the reason he did so was because the estimate I presented to them was written not by [redacted], the [redacted] Representative he referred me to, but by another representative, [redacted] from the same [redacted] Shop location. [redacted]’s proposal was that after I have the repairs to the vehicle done, he would send me a check for half the estimated cost of repairs –emphasizing that he was absolutely not going to pay the entire cost of repairs– or I could have my insurance take care of it. I informed [redacted] that I found his proposal was unacceptable, and requested he state his offer in writing. [redacted] asked me if my reason for requesting he put his offer in writing was for the purpose of taking Prime Shine Car Wash to Small Claims Court, or to submit it to the Revdex.com for review. I said once I received his written offer, we would go from there. It was then, that he stated he really wished that I had not already submitted my complaint prior to our meeting that day, because he was trying to work with me. My reply was that his initial offer of "$55 take or leave it" did not give me the impression of trying to work with me. So, I felt the Revdex.com Agency was a better option of mediation. In the end, Prime Shine Car Wash is still refusing to take full responsibility for repairing the damages incurred upon the vehicle. 4/7/15: After meeting with [redacted] and [redacted], I left Prime Shine and went back to [redacted] and spoke to both [redacted] and [redacted]. Because [redacted] questioned the accuracy and credibility of the estimate, I asked [redacted] to verify that the damages written up in the estimate reflected only what directly resulted from the jagged edges of the damaged mirror, and he confirmed it was an accurate estimate. I mentioned to [redacted] that [redacted] also had concerns with the sand and color in the estimate, stating that was not necessary. [redacted] said “Have the guy give me a call; everything is easily explainable.” I told him that they are refusing to call when I asked him prior to this particular conversation. I then asked what the difference would be between [redacted] writing the estimate from anyone else from the store. [redacted] said he would go check with his manager. [redacted] came up front and explained to me that she deals mainly with dealerships and companies that send multiple vehicles in for repairs. The businesses are given a slight discount for supplies and labor that an average consumer, such as myself, would not be privy too. [redacted] and [redacted] then recalculated the cost of repairs at the reduced price and included notations for clarification. [redacted] or [redacted] can be reached at [redacted]. I have included the recalculated estimate. I am still awaiting Prime Shine Car Wash's latest offer in written form.

Business

Response:

Mrs. [redacted],I spoke with [redacted] at the body shop and it seems we have to many cooks in the kitchen. The shop is writing an estimate based on what you are describing as damage to your vehicle. Your mom told my manager [redacted] that the white scratch and scuff mark on the center of the door where not related to this loss. This is the information that I am basing my decision on. Your mom drives the vehicle on a regular basis and knows the damages to "her" vehicle. I did email you a copy of our service report with a written offer of $400.00, if you did not receive this email please email me [redacted] and I would be happy to email you my offer once again.I would like to offer you $500.00 towards the repairs in case you go thru your insurance company for repairs, this should cover your deductible since you stated to me that your vehicle is fully covered meaning you have comprehensive as well as collision coverage on your policy. If you decide to file a claim with your insurance company they will not find you at fault because the damage threshold for an individual loss is $1000.00 in the State of California, so your insurance company will not send out an "at fault" or PROP 103 letter.My offer is valid for 45 days from this date forward. I will need a copy of a repair estimate from a licensed Body Shop, and a paid invoice, I will then forward this information for payment. Checks take 4-6 weeks to arrive.Please email me and let me know how you would like to proceed.

Consumer

Response:

I am rejecting this response because: The scratches that are in the center of the door are not cutting into the paint. However, the scratches directly under the mirror area of the door are what the estimate is for and the reason why the door needs to be painted. My mother pointed out the old scratches from the new. As both managers pointed out, the scratches in the center of the door could be buffed out. The scratches under the mirror cannot. This is where the mirror was ripped off and my the vehicle drug through the car wash on the track while the motion of the contour scraped the broken edges against the paint of the door.

Business

Response:

I contacted Mrs. [redacted] and gave her the contact information of another body shop that does body repairs and paint work. I am waiting to hear from Mrs. [redacted] on her decision. I gave her the shop contact information on 4-10-15.

[redacted] ~
Again, I am emailing you to tell you of two of your employees. This time I am writing re employees at your new location on Monte Vista, Turlock. I am writing to tell you that [redacted] & [redacted] are excellent employees. Each time I go to this Prime Shine, these two employees always have smiles on their faces, are very kind, patient & fun ~ going out of their way to be helpful in any way that they are able. With this said, they continue to be very professional. [redacted] & [redacted] are true assets to your company.
By the way, [redacted] said to tell you to make a trip to see them as it's always fun when you visit.
Going to Prime Shine is always an enjoyable visit.
Keep up the first-rate running of your business,