Rio Car Wash

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]

Mr. [redacted]:Thank you for choosing Rio Car Wash. After reviewing the pictures along with the form, thecompany has determined that the car wash is unable to cause that type of damage to your vehicle. The carwash uses strips of blue soft cotton cloth that is kept wet and lubricated to...

ensure that dirt and debris doesnot get embed into the cloth and scratch or damage cars. Also, the equipment that washes your vehicle runsdown the entire surface of the vehicle; therefore, the scratch you have above the passenger side door ofyour vehicle would actually begin at the front and proceed all the way down to the rear. The final reasonthat the claim has been denied is because the same equipment that washed your vehicle also washes all ofthe other vehicles; meaning that if your vehicle sustained damage, that same damage would have beenpresent on every other vehicle until the problem was fixed, which is not the case here. It is for thesereasons the company is unable to accept liability for your claim. I am sorry for any inconvenience that thisincident may have caused. Thank you.Sincerely,[redacted]

Review: Thursday august 4 2016 took my car to rio car wash.

Pay my car wash $9.00

Got in line to wait for my turn.

As in the tunnel I asked an employee named Jeremy if my car needed to be in neutral, he advised me to put my car in neutral , and let go of the steering wheel.

I follow orders and proceed to the car wash.

In the car wash I am relying on the conveyor mechanism, me and my passenger felt a rough shake.

After getting the green light to proceed to get out of the tunnel I parked to see if any soap wash left on the car, as I proceed to inspect my car , I noticed my 3 top brake light in my car was missing , I had a ding on my front bumper that damaged my bumper and the front lower grill, and didn't noticed a back bumper scratch.

I asked Jeremy to please look for my light in fact he retrieve my light.

Jeremy, guide me to the front office to make a report.

At the front office , this to guys was laughing about the damages , theatrics guys on glasses told me to fill the claim form , but no damages where going to be paid.

One of the guys ask him to play the security footage , " why don't you play the video " on his reply same guy responded " because I don't want to".

I proceed to make 2 reports one for my brake light and the other for my front bumper.

I asked to see the security footage and after asking almost begging to see them I got show 2 small video clips.

Monday August 8 2016 I got an email from Richard J. D[redacted] " General manager " they claim that I did not had my car in neutral and that I accelerated.

I asked Jeremy and in on camera , I asked him if I needed to have my car in neutral he said yes, and also he told me to let go of the brakes and steering wheel.

I replied to Richard J. D[redacted] to see if it was possible to talk more since he replies and do not leave contact number.

Please help they have tons of reviews regarding damages. I personally got in contact with some ppl, they have talk to Owner Jeff S[redacted] city clerk no good experiences.Desired Settlement: As I have talk to many of other people with simmilar experiences, I find out why no one as actually been able to take this business to court.

The Fredericksburg Circuit Clerk Mr. Jeff S[redacted] is the owner of Rio $3 Car wash. Every time someone tried to take this business to small claim courts, they get a letter from their attorney to scare them away.

This is an injustice and abuse of power.

My Desired outcome would be that Revdex.com would help me and all this other victims to get Rio car wash pay for the damages or a reimbursement of the repairs.

Business

Response:

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.

Consumer

Response:

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.

Review: Late on Sat. afternoon 5:30pm I used this car wash to clean vehicle before leaving for Florida. Sun. morning I noticed scratches on the right side of vehicle bed. I still have receipt, I contacted company the following week as soon as I had returned.... the rest of the vehicle is fine just on that right side... The biggest problem is Richard D[redacted] refuses to speak with anyone on issue. As stated by employee's he will only communicate through e-mail...... that's sadDesired Settlement: I want a refund not to mention the scratches on that side of the truck taken care of....

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.

Review: I paid money to enter the wash conveyor with staff guiding through. As I got onto the conveyor and through the wash process, I noticed that the whole system wasn't working. No water spaying, wash cloth weren't spinning (just gliding over my car) and no lights! End of the conveyor, I notified the staff that was walking by. He told me to just drive around again. As I was leaving the conveyor, I felt a bump on my left rear wheel. After coming through the wash for 2nd time, I heard a hissing sound on my rear tire. I quickly found out that it had a slash on side of the rear tire. I came inside and reported the claim and the manager (Rob [redacted]) took a picture of the tire.

Well, I got an email 2 days later that they are not responsible of driver's fault that I didn't wait for the green exit light. The whole wash line was down without any light, water, spinning wash cloth. There certainly no green exit light!!! It cost me $280 to replace the tire without including all the hassle I had to go through. I asked for the phone number so that I can dispute. I haven't received any responds yet.Desired Settlement: Just reading through some of the complaints here at Revdex.com, Rio Car Wash is not going to accept any liabilities of customer's claim. I believe it needs to be justified.

What is the reason for filing claim? They already know that it is not their fault. It is customer's fault!

This is not right!

Business

Response:

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]

Consumer

Response:

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!

Review: I went to the $3 Car Wash or Rio Car Wash half way through the car wash my car came off the track and my car was damaged. The Workers had to get my car back on the track and I was told to fill out the claim for the damage to my car. I did so and they took pictures of the damage to my car. Now I'm told it is not their fault and they are not going to cover the damage to my car.Desired Settlement: I want hem to pay for my car repair. I have a hole in my finder and the finder will need to be replaced.

Business

Response:

[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,

Consumer

Response:

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,

The Car Wash Associate guided me onto the track and I put my car my car was on N half way through the wash my car came off the track. I did not do any thing to make my car come off the track. The Associate came over and told me that my car was off the track. He guided me back on the track and I asked him was my car damaged and he said yes. They guided me through the wash and told me that my car repair would be taken care of. I was told to come in and fill out the incident report and that I would be contacted in 24 to 48 hours about the repair. Instead All I receive is the email saying that it must have be something that I did to make my car come off the track. My Car needs to be repaired. It happened in their Car Wash so they need to repair my car.

Review: I have a [redacted] that my daughter uses at [redacted]. On the day of 9-14-13, I paid to have the sway bar link replaced to get it through inspection at [redacted]. Everything else on the vehicle passed inspection, including the bumper which was securely attached to the vehicle. I took the Van to [redacted] wash to get it clean for my daughter. During the car wash, there was a loud boom sound. The line was stopped and the attended ask if everyone was okay. When I left for home, I noticed that the driver side bumper was missing, along with all the bumper trim around the entire vehicle. I immediately went back to [redacted] Wash and the bumper was found inside the car wash. Pictures were taken and a damage claim was filed. [redacted] denied the claim stating they have no liability. I strongly disagree as the bumper was securely attached to the vehicle. Again, all of bumper trim was pulled off the vehicle to the point where the passenger side bumper is now loose as a result of driver side bumper was ripped off along all the trim that helps bind and secure bumper on the Driver side and Passenger sides of the Van. I cannot believe that [redacted] can just turn down my claim in its entirety bearing no responsibility or liability, leaving me with the total responsibility of repairing the bumper myself.Desired Settlement: I believe a fair outcome would be for RIO to bear at least 50% of the expected cost to replace the bumper of my vehicle.

Business

Response:

September 17, 2013

[redacted]:

Thank you for choosing $3 Car Wash. Our wash process is very safe and gentle. It uses blue strips of soft cloth that are kept very wet and lubricated so they won’t harm any part of a vehicles surface. The only way for a bumper to come off would be if it were already loose. You are welcome to watch as many cars go through and you will see that bumpers that have no preexisting damage make it through without incident. For this reason, we are unable to accept liability for your claim. I am sorry for any inconvenience that this incident may have caused. Thank you.

Sincerely,

Review: I arrived at rio car wash Saturday evening around 130-2pm. I paid for the basic car wash and after leaving the car wash I noticed several dings and scratches all through out my vehicle. These scratches were never here prior as I have just purchased this car from Pearson Infiniti less than 3 weeks ago and had a weather package with a value of $699 placed on 2 weeks before. I have been in contact with rio and filled a claim immediately. In the mean time I had received an appraisal for the damage which totals $2,070. I am outraged that I pay for a service and receive the poorest quality service a car wash can give. This business does not stand by there mission statement at all and takes advantage of their customers. I am still waiting to here back from the claims department. If this is not resolved I will be taking them to court.Desired Settlement: The desired outcome I expect of Rio car wash is to fully compensate me for all the repairs to my vehicle. The $2,070 estimate does not include the re applying of the pro weather package that was placed on just two weeks ago. Once the repairs are done and repainted the weather package would have gone to waste. I expect to be fully compensated for the repair to the body and the re application of the weather package done by Pearson Infiniti like they have done before.

Business

Response:

Please see attachment for the responce sent to customer.

Review: My vehicle was damaged in the actual wash and the company is not accepting any liability. The assistant manager on duty at the time of the incident stated the car infront of me was at fault, but when the insurance company was involved the car wash representatives recanted their statement. Out of three vehicles my vehicle was the only one damaged. The assistant manager took pictures of my damage and I also notified the police. The car wash had to have a malfunction because I was stuck in the wash for a few minutes and the employees came to direct me through the wash. I received an email which they deny liability but they want to give me free car washes. No thank you.Desired Settlement: I would like the rear bumper on my vehicle repaired. I do not want any free car washes because I will never use them again.

Review: My husband and I purchased the monthly car wash service sometime in 2015. Starting in January 2016 my sticker was not working. After weeks of trying to resolve the issue, first with employees and then with the manager who I initially tried to get to cancel the service and refund me the charges for February. On February 6th the manage called me. To resolve the issue I had been having for over a month he said the windshield stickers would be activated through March 31st with no additional charges. Assuring me the payments on file would be removed. Essentially offering me the Month of March free of charge for my troubles. I did agree to this arrangement.

The final straw in this whole situation came today, four days after the manager and I's conversation. I attempted to go through the wash moments ago and the windshield sticker was AGAIN declined. This situation is just beyond ridiculous.Desired Settlement: The only resolution I would be satisfied with at this point is a refund of our $27 and change for the month of February and to not be charged erroneously again.

Consumer

Response:

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.

Review: took my car to have it washed and they put a 10 inch scratch above passenger doorDesired Settlement: i'm asking for the cost to paint the scratch.

Business

Response:

Mr. [redacted]:Thank you for choosing Rio Car Wash. After reviewing the pictures along with the form, thecompany has determined that the car wash is unable to cause that type of damage to your vehicle. The carwash uses strips of blue soft cotton cloth that is kept wet and lubricated to ensure that dirt and debris doesnot get embed into the cloth and scratch or damage cars. Also, the equipment that washes your vehicle runsdown the entire surface of the vehicle; therefore, the scratch you have above the passenger side door ofyour vehicle would actually begin at the front and proceed all the way down to the rear. The final reasonthat the claim has been denied is because the same equipment that washed your vehicle also washes all ofthe other vehicles; meaning that if your vehicle sustained damage, that same damage would have beenpresent on every other vehicle until the problem was fixed, which is not the case here. It is for thesereasons the company is unable to accept liability for your claim. I am sorry for any inconvenience that thisincident may have caused. Thank you.Sincerely,[redacted]

Consumer

Response:

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,

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]

Review: I purchased a car wash from this business for my new car. I have had this car for a month and here was absolutely nothing wrong with it cosmetically. As soon as I went through the wash and looked at the car there was damage on the hood, a nick and several scratches. I filed a claim report with the manager and was told that I would be contacted the next day. they did contact me to met me know that they accept no responsibility for the damage to my car. This damage was not on the car prior to this car wash. This business needs to be held accountable for their product.Desired Settlement: I would like for this company to take responsibility for the damage that they caused and have my car repaired.

Business

Response:

[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,

Consumer

Response:

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.