Rio Car Wash

Ms. [redacted]:Thank you for choosing Rio Car Wash. Our wash process is very safe and gentle. Weuse blue strips of soft cotton cloth that are kept wet and lubricated with soap and water in order toprevent dirt and other particles from becoming imbedded in the cloth. These important...

measuresprevent the equipment from harming any part of a vehicles surface. The cloth simply glides overthe surface of the vehicle. The only way for the cloth to get behind the side view mirror andbreak it or pull it off would be if it were already loose.The same equipment that washed your vehicle also washes all of the other vehicles;meaning that if your vehicle sustained damage, that same damage would have been present onevery other vehicle until the problem with the equipment was fixed, which, is not the case here.You are welcome to watch as many vehicles go through and you will see that side viewmirrors that are properly secured make it through the wash without incident. For these reasons,we are unable to accept liability for your claim. I am sorry for any inconvenience that thisincident may have caused.Sincerely,[redacted]General Manager

Please see attachment for the responce sent to customer.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
In my original claim paper I stated and also I asked one of the workers, ask soon as I was inside there is someone directing I open my window I ask the guy I believe his name is Jeremy it's been so long, but the name its stated on the original complain. I asked this employe if I need to set my car in neutral, he responded yes please change gears to neutral and don't touch the  steering wheel. I had a passenger as a witness and also this employe. So there is no way I would not follow directions, I would be crazy if I would want to damage my car the I had just purchased back then. How is this possible they said I hit the other car ?I asked to see the videos and there is no proof of that, I even recorded the videos that I got show and you can see me asking the employe about my car been in neutral, and I do not see a car in front of me. I asked for the number of the general manager and just as the tons of bad reviews they never give the number out or talk to him. 
Regards,
[redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Please take a moment to read this....... I've been using this service since April of last year, first in Fredericksburg, VA and then in Richmond, VA when they provided the service. I currently have three cars on there 9.00 monthly plan. Two weeks ago after washing my car [redacted] there I notice a 10 inch scratch above my passenger door. I immediately bought this to there attention and filed a claim. Few days later I received an email denying my claim stating the cloths they use could NEVER scratch a vehicle. On the day this happen was one of the busiest I've ever seen there, cars were back up all the way onto Hull rd. It was non-stop for hours. As I proceeded through the wash I got more of a rinse, then a wash, I didn't get the complete cycle I paid for. It's my argument that with that much traffic that the cloths picked up something off the car in front of me dragging it along my car before dropping off. The car were run together so closely there is no time for the cloths to be clean or for any foreign matter to shake loose. To be told by someone in claims that this could NEVER happen is unacceptable. The estimate to repair was 500. I've been a loyal customer for almost a year using there car wash 2-3x a week. I had hoped they would have treated me better but I guess bottom line trumps customer service. I recommend finding a car wash that is touch less is safer. I went with them because there deal is best. Guess I'm finding out now that it ending up costing me more in the long run. I'll spend more and go to [redacted]

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Rio 17 Carwash regarding complaint ID...

[redacted].
Regards,
[redacted]

Since we have had damage claims similar to Mr. [redacted] before, we used a template and customized it to convey our position, but forgot to change to the lastname "[redacted]".

[redacted]: 
 
Thank you for choosing Rio Carwash. The process that we use to load cars and get them through the car 
wash is very safe for any vehicle. We use a conveyor belt system that pushes each car through by its rear driver’s side 
tire....

Therefore, the only way for vehicles to come out of the track would be for one of two reasons. The first way for it 
to be possible would be the customer attempting to steer through the wash. The second way for it to be possible would 
be if the vehicles front wheels were out of alignment. 
Because these two options are the only way for this to happen, and neither are the fault of the car wash or its 
employees, we are unable to accept liability for your claim. We did not have any other claims of this nature today and 
the conveyor and equipment was in perfect working order. I apologize for the inconvenience that I am sure this incident 
has caused. I wish there was more I could do but I am only authorized to pay for damage that was the fault of the car 
wash. I hope you understand our position and look forward to the opportunity to continue doing business with you. 
Thank you. 
 
 
Sincerely,

Revdex.com:
At this time, I have not been contacted by Rio Car Wash regarding complaint ID [redacted]. I had to go through my own insurance company. Their legal department is going after them. I wish someone there would take a look at all the reviews online regarding RIO's various...

locations and how many customers have had their cars damaged and they refuse to take car of it. THIS IS BORDERLINE CRIMINAL!
Regards,
[redacted]

Mr. [redacted], Thank you for choosing Rio Car Wash. After careful review of your claim form along with the pictures and video, we are not able...

to accept liability for your claim for the following reasons. Our wash process is very safe and gentle. Nothing within the car wash is capable of slashing or puncturing vehicle tires. When vehicles are loaded onto the conveyor, the driver side tires are lined up in between smooth steel on the inner side of the tires, and plastic on the outside to avoid this type of damage from happening. Our wash packages that include the wheel cleaning process are all touch-free. There are two chemical applications which spray two different cleaning products onto the rim to break down brake dust. Finally, a high pressure rinse is applied to remove the remaining dirt and dust from the wheel. Neither of these processes involve touching the tire. If something on our track was causing this type of damage it would happen to every vehicle until the problem is fixed. This is not the case. In this case it would appear as driver error for the following reason. When your vehicle got to the blowers that dry your vehicle you had rolled your window down to ask a question of an employee. After proceeding you had placed your vehicle in drive and started to exit the tunnel before the green exit light indicated for you to do so. Your vehicle is seen being placed into drive and turning the wheel. This caused you to come off the track early and roll over our tire shine equipment. For these reasons we are not able to accept liability for the damage claim to your tire. Drivers are loaded onto the conveyor and directed to place their vehicle in neutral, take foot off brake and keep hands off wheel until completely exiting the tunnel. I apologize for any inconvenience this may have caused. Sincerely, Richard J. [redacted]

Mr. [redacted]Thank you for choosing Rio Car Wash. Based on the video and the claim information we have reviewed, we are not able to accept liability for your claim. Upon entering our tunnel, we direct all drivers onto our conveyor and point to a sign that directs the driver to place car...

in neutral, take foot off brakes and remove hands from steering wheel. The video shows that your vehicle accelerates into the carwash which caused you to bump the vehicle in front of you. Since this incident was caused by driver error, we can not take responsibility. I apologize for any inconvenience this may have caused you.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID...

[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
The customer responded to Revdex.com stating this response is not acceptable at this time. The business has not provided any communication to the customer about his claim. He has provided insurance documents regarding the damage that was done to his vehicle and the business is not only refusing to accept the damages as their fault, which he believes they are as they have a website dedicated to damage claims. He believes they are knowingly causing the damage and not being upstanding to working on this for the customer.

Mr. [redacted],Thank you for choosing Rio Car Wash. Our wash process is very safe and gentle. We wash cars using blue strips of cloth that are kept very wet and lubricated with water and soap so that dirt and particles do not become imbedded in the cloth and scratch, dent or cause damage...

to cars.Given the nature of your damage claim, we cannot accept liability for the damaged mirror. With the high volume of vehicles that go through the wash, more vehicles would suffer similar damages if it was caused by equipment malfunction. You can watch cars go through the wash and see that vehicles are safe to go through and parts do not come off unless there is preexisting damage. For this reason, we are unable to accept liability for your claim. I am sorry for any inconvenience this incident may have caused you.Sincerely,

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Rio 17 Carwash regarding complaint ID...

[redacted].
Regards,
[redacted]

Mr. [redacted]Thank you for choosing Rio Car Wash. Based on the video and the claim information we have reviewed, we are not able to accept liability for your claim. Upon entering our tunnel, we direct all drivers onto our conveyor and point to a sign that directs the driver to place...

car in neutral, take foot off brakes and remove hands from steering wheel. The video shows that your vehicle accelerates into the carwash which caused you to bump the vehicle in front of you. Since this incident was caused by driver error, we can not take responsibility. I apologize for any inconvenience this may have caused you.

Customer spoke with Revdex.com and stated that she disputed the charge with her credit card company and was awarded a refund as a result of that dispute and considers this issue resolved.

Thank you for choosing Rio Car Wash. Regarding your damage claim, allow me to explain the following: Our wash process is very safe and gentle. We wash cars using blue strips of soft cotton cloth that are kept very wet and lubricated with water and soap so that dirt and particles do not...

become imbedded in the cloth and scratch, dent, or cause damage to vehicles. Our method is so gentle that it can never compromise the integrity of a car windshield unless there is already some kind of pre-existing damage such as rock chips in the windshield. It would become a consideration if there were multiple vehicles following yours with similar damage, but there were no other claims. For these reasons, we are unable to accept liability for your claim. I am sorry for any inconvenience that this incident may have caused. Sincerely, Richard * D[redacted]

Dear [redacted]:Thank you for choosing Rio 17 Car Wash. Regarding your damage claim allow me to explain the following: given that,throughout our extensive experience in the car detail industry, we have never had problems with car keys, we decided to conduct aresearch on your vehicle model and found out...

that [redacted] of 2004 through 2010 have problems with the ignition; the most commonproblem being a failure in the automatic transmission shifter that may cause the key to become stuck in the ignition lock cylinder.Given the great amount of literature and information we have found on problems and complaints on the ignition of your particularmodel that may lead to the key to become worn and weak over time, it is with regret to inform, that we cannot accept liability forissues with parts with pre-existing damage. We, however, as token of good faith, would like to offer you a free detail of the samevalue that the one you purchased the day of the incident; that is, any $36.99 detail service. I am sorry for the inconvenience thisincident may have caused.Sincerely,

[redacted]Thank you for choosing Rio Car Wash. Regarding your damage claims, allow me to explain thefollowing:Our wash process is very safe and gentle. The car wash uses blue strips of soft cloth that are maintainedwet and lubricated with only soap and water in order to prevent...

dirt and other particles from becomingimbedded in the cloth. Also, the equipment that washes your vehicle runs down the entire surface of thevehicle; therefore, the damage you have on the hood of your vehicle would actually begin at the front andproceed all the way down to the rearFinally the same equipment that washed your vehicle also washes all of the other vehicles; meaning that ifyour vehicle sustained damage, that same damage would have been present on every other vehicle until theproblem is resolved, which is not the case here. It is for these reasons the company is unable to acceptliability for your claim. I am sorry for any inconvenience that this incident may have caused. Thank you.Sincerely,

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.This is the exact same email attachment I received from the company. As I stated from the initial complaint, the whole wash line wasn't working including the "Green Exit Light" that they are saying. 
I followed the car in front of me and the staff guided me to get onto the conveyor. When I noticed the wash process wasn't working, I notified the staff while I was in wash conveyor and he told me to "Drive" around again and I did the exactly what he told me to do!
Besides, I wasn't getting my tire shined. I was getting plain car wash without the other options like tire shine!
This wouldn't happened if the wash conveyor was working first time. When I come around for second time (not knowing the tire has a slash), the manager had to reset the wash line since it wasn't working first time and I had to wait until whole wash line was reset.
I used Rio Car Wash and others like many many times in the past. This never happened before and I would never just "drive off" the track!
This is not solely the driver's fault and they need to take responsibility!
Regards,
[redacted]

I have been through this carwash 3 times. Once was fine, the second it didn't wash the undercarriage and left soap residue on car. Third time I went 2 days after my 2nd visit and it broke part of the luggage rack on the top of my [redacted] and left soap residue on 3 different areas of the car. Automatically denied claim saying my car must have been defective or the piece was loose already (it wasn't a problem 2 days earlier).
Manager offered me many free car washes if I didn't file a claim - I said I really wanted the car fixed. I'm sure he knew they wouldn't pay the claim.