Rob's Car Wash

Revdex.com,  Case #[redacted]Dear [redacted],  I am sorry that
[redacted] had a problem at our wash. When she entered our wash she steered
hard to the right, jumped our guide rails, and hit our machine. She then
skimmed down the side of the machine. My machine was stationary...

at the time. I
am not sure if she had her wipers on or was having another difficulty. We wash
over 100 cars per day and have washed a few hundred thousand successfully with
our system.   My manager did
upgrade her wash. The upgraded wash does apply more soap. We have applied the
same amount of foam soap to vehicles for years with this upgraded wash package.
We have lighted signs telling customers to turn on their wipers and to enter
slowly. Having your wipers on as directed keeps your field of vision clear.  I regret that Mrs.
[redacted] vehicle was damaged when she drove in to our parked machine. After
reviewing the video of this incident I do not see how Rob’s Car wash is at
fault. We can make this video available if requested.[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]  [redacted]
[redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
I blame his manager  for misstating what the service was.  I was not presented a brochure, but verbally quoted prices and told verbally what they were for.  His manager should have shown me the brochure the first day, and been extremely clear on what it is the service was to provide.  It was not until the day I arrived for service, that the [redacted] for that store told me what I was paying for.
I appreciate [redacted] returning this complaint.  I had requested to speak to him so we could handle this by phone, but his managers refused to allow me to do so.  Which makes no sense as he could have avoided this Revdex.com complaint all together.
Regards,
[redacted]

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.
[
When I entered the car wash I DID NOT steer
hard to the right and jump over guide rails and hit the car wash machine because of excessive speed but because of the excessive soap my vehicle slid into the side of the machine. I acknowledge that the machine was stationary but because of the EXCESSIVE SOAP which caused the floor of the car wash to be extra slippery my vehicle slid into the machine - I DID have my wipers and was NOT having another difficulty.  The car wash manager upgraded my wash which DID result in an EXCESSIVE amount of soap and caused the floor of the car wash to be extra slippery.  I acknowledge that there are lighted signs telling customers to turn on their wipers and to enter
slowly which I did on both counts however as directed however because of the EXCESSIVE SOAP, and the floor of the car wash was extra slippery, there was NOT a clear field of vision.
 
My vehicle was damaged because of the EXCESSIVE SOAP, which caused the floor of the car wash to be extra slippery as a result of the upgrade of my wash resulting in my vehicle sliding into parked car wash machine.  I have already reviewed the video tape and while the video tape output is somewhat grainy there is a clear view of the EXCESSIVE SOAP and also caused the floor of the car wash to be extra slippery to the point that you CANNOT make out my vehicle therefore because of this I believe that Rob’s Car wash and/or the car wash manager ([redacted]) are at
fault.
Furthermore when I drove out of the car wash bay the manager ([redacted]) approached my vehicle and reviewed the situation and advised that he had bug remover wipes in the shop that would remove the yellow paint that he keeps in his office for when vehicles slide into the car wash mechanics just as mine did and proceeded to wipe the yellow paint off and acknowledged that there was additional damage to the splash guards.
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.
The scratches were absolutely caused by using this car wash.  The scratches are absolutely in a horizontal wave pattern, not 45 degree angle, as shown to management when I went to resolve this issue.  I'm not sure what caused the scratches, but management even said it was possible a fishing line or rock could get stuck in the fabric when picked up in truck beds, etc.  (My truck has a covered cap and no open cab.). Short of taking pictures before and after, I realize it's easy for the business to avoid responsibility, but their wash certainly caused great damage to my vehicle (a recent estimate puts it at $1300).  I understand things happen, but I do not understand why this business can't take responsibility for the damage it caused.  I have pictures, my receipt, proof of when I called, which was immediately afterwards, and now, an insurance claim with [redacted].
Regards,
[redacted]

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.
 
As for Mr. [redacted] response: As for the comment about “no longer allowed to use the car wash services,” this refers to the use of the unlimited wash program and the benefits of belonging to it. When we informed the [redacted] that we were not responsible for the damage to their vehicle they requested that we terminate their unlimited wash program. Terminating this program automatically eliminates some benefits. They are always welcome to use any of our services.  My husband and I were informed on or about 06/26/15 that we were NOT ALLOWED TO UTILIZE THEIR FACILITIES ANY LONGER by the manager [redacted] not that our unlimited wash program was being terminated but that we could utilize the car wash otherwise as indicated by Mr. [redacted].
In addition the manager [redacted] told us in June 2015 that our membership was suspended as of that and because of that I should not have had to call on July 27, 2015 and get the membership cancelled as we were informed it was on or about 06/29/15 and request a refund of the $29.95 membership fees. 
Furthermore, Mr. [redacted] does not address the issue I previously raised where the manager of the Harrison Road Rob's Carwash indicated that this has happened before (vehicles sliding into the car wash mechanics because of the very same conditions that caused my vehicle to slide into the car wash mechanics of excessive soap in combination with a slippery carwash floor bed) and because of this he keeps bug and tar removed wipes in his office to remove yellow paint and has used them many times before.
I will under no circumstances except any resolution by [redacted] or Rob’s Car Wash’s other than complete reimbursement at minimum the $500.00 deductible I am out of pocket for repair of my 2[redacted] if not also complete reimbursement of the $1500.00 incurred by my insurance carrier ([redacted]) for repair of my [redacted]
Regards,
[redacted]

Case  #[redacted]                                                                              ...

                 
8/30/2014
  We are sorry there was a misunderstanding
between what detailing package we priced to the customer and what his
expectations were. Our brochure clearly prices the wash and wax at $50.00. Our
steam cleaning/shampoo package is $69.95. This total comes to $119.95. The
customer was given a $10.00 discount at this time for combining the two and was
told we would do both for $109.00.
  The misunderstanding came from the
expectation of what our steam cleaning includes. It only includes cleaning all
of the fabric on the interior of the car. It does not include a complete cleaning
of the interior of the car ( the cup holders, door jambs, air vents, interior windows,
trunk, etc…. )  A full interior detail
adds considerable time to the cleaning of the car. A full interior detail of a
car costs $89.95 and adds about two additional hours of labor.
  We have [redacted] a copy of our brochure that
shows what we priced to the customer is consistent with our everyday pricing.
This information is also displayed on our website. The pricing is clearly
stated on this brochure and our website. Plus, at our sales counter we have
complete descriptions of our packages.
   Detailing
options and packages can get confusing. We offer options because many customers
do not want to spend the time or money a full detail costs. We try hard with
our brochures and our sales personnel to prevent misunderstandings like these.
We are sincerely sorry that we did not clearly communicate what was included in
the shampoo service and more importantly, what was not, at the time the detail
was originally scheduled.
There was no
bait and switch intended. We will gladly offer [redacted] 20% off any detailing
package or packages he would consider.
Thanks for
your consideration on this matter.
Sincerely,
[redacted]

Review: The automatic car wash left huge, visable scratches down the right side of my vehicle. I examined my vehicle before I went which lead me to have my vehicle washed. Once I drove through the wash, I again examined my vehicle because I like to wipe down my rims and take any excess water off so there are no water spots. This is when I noticed the damage. I recently bought my vehicle so have been very eyeful of my new purchase.Desired Settlement: To repair the vehicles scratch damages the wash has done.

Business

Response:

We are confident that the scratches on the complainant's truck did not happen at our wash. We are certain of this because:

1. The only part of our wash that touches the customer's vehicle is cloth. These scratches were very deep and cloth could not have done this.

2. If there was something caught in our cloths the scratches would have started at the very front edge of the customer's truck. Our cloths spin at 60 rpm. The marks did not start until part way down the front door. The front fender was not scratched. The cloths would have spun completely around numerous times including across the front of this vehicle before reaching the doors.

3. No other vehicle before or after his vehicle was scratched.

4. The scratches were at approximately at 45 degree angle. Our cloth spins horizontally and could not have produced that pattern.

I am unable to explain why the complainant had not previously noticed the scratches.

If you would like to see what I am trying to describe please contact us and we can log you in to view the wash in motion. Please contact us if you have any questions.

Sincerely,

Owner

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.

The scratches were absolutely caused by using this car wash. The scratches are absolutely in a horizontal wave pattern, not 45 degree angle, as shown to management when I went to resolve this issue. I'm not sure what caused the scratches, but management even said it was possible a fishing line or rock could get stuck in the fabric when picked up in truck beds, etc. (My truck has a covered cap and no open cab.). Short of taking pictures before and after, I realize it's easy for the business to avoid responsibility, but their wash certainly caused great damage to my vehicle (a recent estimate puts it at $1300). I understand things happen, but I do not understand why this business can't take responsibility for the damage it caused. I have pictures, my receipt, proof of when I called, which was immediately afterwards, and now, an insurance claim with [redacted].

Regards,

Review: Two weeks ago I appeared in the office spoke to [redacted] was quoted a price for steam clean wax and detail of my car.

Today I arrived to honor my appointment only to receive a bait and switch. [redacted] had said $109 for the service.

Today I was told 99.99 and that I was getting 20$ off. But if I wanted the dash cleaned ect.. There would be additional costs. 89$ more to add another package. I was made to believe my original price covered everything. Then when I got there it only covered the steam cleaning and wax , but for an extra fee..... This was not what I was told in the first place. Very much a bait and switch scam.Desired Settlement: Upfront advertising and honesty on the part of the business. I refused service when the price nearly doubled.

Business

Response:

Case #[redacted]

8/30/2014

We are sorry there was a misunderstanding

between what detailing package we priced to the customer and what his

expectations were. Our brochure clearly prices the wash and wax at $50.00. Our

steam cleaning/shampoo package is $69.95. This total comes to $119.95. The

customer was given a $10.00 discount at this time for combining the two and was

told we would do both for $109.00.

The misunderstanding came from the

expectation of what our steam cleaning includes. It only includes cleaning all

of the fabric on the interior of the car. It does not include a complete cleaning

of the interior of the car ( the cup holders, door jambs, air vents, interior windows,

trunk, etc…. ) A full interior detail

adds considerable time to the cleaning of the car. A full interior detail of a

car costs $89.95 and adds about two additional hours of labor.

We have [redacted] a copy of our brochure that

shows what we priced to the customer is consistent with our everyday pricing.

This information is also displayed on our website. The pricing is clearly

stated on this brochure and our website. Plus, at our sales counter we have

complete descriptions of our packages.

Detailing

options and packages can get confusing. We offer options because many customers

do not want to spend the time or money a full detail costs. We try hard with

our brochures and our sales personnel to prevent misunderstandings like these.

We are sincerely sorry that we did not clearly communicate what was included in

the shampoo service and more importantly, what was not, at the time the detail

was originally scheduled.

There was no

bait and switch intended. We will gladly offer [redacted] 20% off any detailing

package or packages he would consider.

Thanks for

your consideration on this matter.

Sincerely,

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

I blame his manager for misstating what the service was. I was not presented a brochure, but verbally quoted prices and told verbally what they were for. His manager should have shown me the brochure the first day, and been extremely clear on what it is the service was to provide. It was not until the day I arrived for service, that the [redacted] for that store told me what I was paying for.

I appreciate [redacted] returning this complaint. I had requested to speak to him so we could handle this by phone, but his managers refused to allow me to do so. Which makes no sense as he could have avoided this Revdex.com complaint all together.

Regards,

Review: purchased a [redacted] and went to the Harrison's Crossing car wash on 06/22/15 to get my new membership sticker. The Harrison Crossing manager UPGRADED my wash and upon proceeding into the car wash bay with my windshield wipers on there was an excessive amount of soap causing a reduction in visibility resulting in BRAND NEW [redacted] sliding into the car wash mechanics. Upon first sight because the vehicle was excessively covered in soap it appeared that the only damage was yellow paint on the fender and a cracked front tire guard however after returning back into town (the [redacted] was not driven during this period and was parked in a private driveway) on 06/24/15 and viewing the vehicle more carefully it was discovered that there was more extensive damage to the tire wheel, cracked front mud flap and the trim has extensively damage.Desired Settlement: I want Rob's Car Wash to reimburse my insurance carrier ([redacted]) for the repairs and to reimburse me for the $500.00 out-of-pocket deductible I have to pay.

Business

Response:

Revdex.com, Case #[redacted]Dear [redacted], I am sorry that

[redacted] had a problem at our wash. When she entered our wash she steered

hard to the right, jumped our guide rails, and hit our machine. She then

skimmed down the side of the machine. My machine was stationary at the time. I

am not sure if she had her wipers on or was having another difficulty. We wash

over 100 cars per day and have washed a few hundred thousand successfully with

our system. My manager did

upgrade her wash. The upgraded wash does apply more soap. We have applied the

same amount of foam soap to vehicles for years with this upgraded wash package.

We have lighted signs telling customers to turn on their wipers and to enter

slowly. Having your wipers on as directed keeps your field of vision clear. I regret that Mrs.

[redacted] vehicle was damaged when she drove in to our parked machine. After

reviewing the video of this incident I do not see how Rob’s Car wash is at

fault. We can make this video available if requested.[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.

[

When I entered the car wash I DID NOT steer

hard to the right and jump over guide rails and hit the car wash machine because of excessive speed but because of the excessive soap my vehicle slid into the side of the machine. I acknowledge that the machine was stationary but because of the EXCESSIVE SOAP which caused the floor of the car wash to be extra slippery my vehicle slid into the machine - I DID have my wipers and was NOT having another difficulty. The car wash manager upgraded my wash which DID result in an EXCESSIVE amount of soap and caused the floor of the car wash to be extra slippery. I acknowledge that there are lighted signs telling customers to turn on their wipers and to enter

slowly which I did on both counts however as directed however because of the EXCESSIVE SOAP, and the floor of the car wash was extra slippery, there was NOT a clear field of vision.

My vehicle was damaged because of the EXCESSIVE SOAP, which caused the floor of the car wash to be extra slippery as a result of the upgrade of my wash resulting in my vehicle sliding into parked car wash machine. I have already reviewed the video tape and while the video tape output is somewhat grainy there is a clear view of the EXCESSIVE SOAP and also caused the floor of the car wash to be extra slippery to the point that you CANNOT make out my vehicle therefore because of this I believe that Rob’s Car wash and/or the car wash manager ([redacted]) are at

fault. Furthermore when I drove out of the car wash bay the manager ([redacted]) approached my vehicle and reviewed the situation and advised that he had bug remover wipes in the shop that would remove the yellow paint that he keeps in his office for when vehicles slide into the car wash mechanics just as mine did and proceeded to wipe the yellow paint off and acknowledged that there was additional damage to the splash guards.

Regards,

Business

Response:

Revdex.com, Case #[redacted]Dear [redacted], My office did fail

to turn off the [redacted] unlimited wash program at the beginning of July. Mrs.

[redacted] informed us of this and we immediately turned off their account and

refunded their charges. We did this before the end of July. There were no

charges to their account for August. As for the comment

about “no longer allowed to use the car wash services,” this refers to the use

of the unlimited wash program and the benefits of belonging to it. When we informed

the [redacted] that we were not responsible for the damage to their vehicle they

requested that we terminate their unlimited wash program. Terminating this

program automatically eliminates some benefits. They are always welcome to use

any of our services.Sincerely, [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.

As for Mr. [redacted] response: As for the comment about “no longer allowed to use the car wash services,” this refers to the use of the unlimited wash program and the benefits of belonging to it. When we informed the [redacted] that we were not responsible for the damage to their vehicle they requested that we terminate their unlimited wash program. Terminating this program automatically eliminates some benefits. They are always welcome to use any of our services. My husband and I were informed on or about 06/26/15 that we were NOT ALLOWED TO UTILIZE THEIR FACILITIES ANY LONGER by the manager [redacted] not that our unlimited wash program was being terminated but that we could utilize the car wash otherwise as indicated by Mr. [redacted].In addition the manager [redacted] told us in June 2015 that our membership was suspended as of that and because of that I should not have had to call on July 27, 2015 and get the membership cancelled as we were informed it was on or about 06/29/15 and request a refund of the $29.95 membership fees. Furthermore, Mr. [redacted] does not address the issue I previously raised where the manager of the Harrison Road Rob's Carwash indicated that this has happened before (vehicles sliding into the car wash mechanics because of the very same conditions that caused my vehicle to slide into the car wash mechanics of excessive soap in combination with a slippery carwash floor bed) and because of this he keeps bug and tar removed wipes in his office to remove yellow paint and has used them many times before.I will under no circumstances except any resolution by [redacted] or Rob’s Car Wash’s other than complete reimbursement at minimum the $500.00 deductible I am out of pocket for repair of my 2[redacted] if not also complete reimbursement of the $1500.00 incurred by my insurance carrier ([redacted]) for repair of my [redacted]

Regards,