Roseville Auto Spa

I am rejecting this response because:There are items around their carwash that CAN scratch my window and didFor example, their vacuumIt would be very easy to loose control with the suction and have it slam into the window, which I suspect is the caseHence the deep scratchWhen I left my car in their possession, it did not have the scratchWhen I picked it up, it had a deep scratch that came from their lack of respect/experience/etcI did reject their "free carwash"I do.not want them touching my car againNot to mention they did a horrible job washing my carThe windows were smearedI would have had them fix it, but didn't want them to hurt my car worse

Tell us why here...I am not sure how to clarify that this carwash uses vacuumsWhen cleaning cars, they are vacuumed by Roseville Auto SpaIt is very easy to loose suction from the vacuum and slam into a window and scratch it

Good morning,With regards to the complaint by this customer, we deny that the damage occurred at our carwash.  All we use to wipe down cars are freshly washed towels, which we wash after each use - we do not use the same towels used on other cars.  These are 100% soft cotton towels. ...

So we do not see how it can deeply scratch the glass surface that the customer had on her window.Even though we do not take responsibility for the damage, as a good customer service we offered the customer a free carwash, which she declined. There is nothing else we can do.  Respectfully,[redacted]ManagerRoseville Auto Spa

I am rejecting this response because:There are items around their carwash that CAN scratch my window and did. For example, their vacuum. It would be very easy to loose control with the suction and have it slam into the window, which I suspect is the case. Hence the deep scratch. When I left my car in their possession, it did not have the scratch. When I picked it up, it had a deep scratch that came from their lack of respect/experience/etc. I did reject their "free carwash". I do.not want them touching my car again. Not to mention they did a horrible job washing my car. The windows were smeared. I would have had them fix it, but didn't want them to hurt my car worse.

Review: I visited this company on Jan. 14, 2015 for a car wash. While cleaning my car, they deeply scratched the drivers side window. When I brought this to their attention, 4-5 guys came out, spoke Spanish in front of me and walked away not letting me know what they were going to do about it. This happened twice. I finally had to find someone who spoke English to communicate with them that I wanted an English speaking manager. Their "solution" to my problem was to replace the "tint" on my window. I don't have tint on my window. It is a factory window and the tinting is inside. After having to drive to Fair Oaks to prove this to them, they said there was nothing else they could do. They were not replacing the window they scratched. When I asked to speak to the manager on the phone, she refused to come to the phone and talk to me. I had to drive back down to the car wash and confront her in person. Her excuse was that she does not own the carwash that is attached to her building on her property. I asked to watch her security videos, unfortunately, the angle of the camera did not show where my window was scratched. The "manager" of the carwash, refused to replace my window and told me he could give me free carwashes. Really?!? Like I want them to even touch my car again? As it was, they did a HORRIBLE job washing the car. The inside windows were smeared, the outside was still dirty, but after having my window deeply scratched, I didn't want them to touch it again. I want my window replaced.Desired Settlement: I want my drivers side window replaced.

Business

Response:

Good morning,With regards to the complaint by this customer, we deny that the damage occurred at our carwash. All we use to wipe down cars are freshly washed towels, which we wash after each use - we do not use the same towels used on other cars. These are 100% soft cotton towels. So we do not see how it can deeply scratch the glass surface that the customer had on her window.Even though we do not take responsibility for the damage, as a good customer service we offered the customer a free carwash, which she declined. There is nothing else we can do. Respectfully,[redacted]ManagerRoseville Auto Spa

Consumer

Response:

I am rejecting this response because:There are items around their carwash that CAN scratch my window and did. For example, their vacuum. It would be very easy to loose control with the suction and have it slam into the window, which I suspect is the case. Hence the deep scratch. When I left my car in their possession, it did not have the scratch. When I picked it up, it had a deep scratch that came from their lack of respect/experience/etc. I did reject their "free carwash". I do.not want them touching my car again. Not to mention they did a horrible job washing my car. The windows were smeared. I would have had them fix it, but didn't want them to hurt my car worse.

Consumer

Response:

Tell us why here...I am not sure how to clarify that this carwash uses vacuums. When cleaning cars, they are vacuumed by Roseville Auto Spa. It is very easy to loose suction from the vacuum and slam into a window and scratch it.

Review: Roseville Auto Spa broke my passenger mirror on my car before I even entered. The man used too much force and it broke. At first they did not try and take the blame and said it was not their fault. They put two pieces of tape on my mirror and sent me through the wash which then scratched my door. I went and got two estimates like they asked, one from dealership and one from Caliber Collision. Caliber Collision pointed out some scratches on the door and said they would have to re paint the door. I called the car washs corporate and received the most horrid customer service. I called 3 times total, each time someone was in a meeting and I never got a call back. Finally a man called me and wanted to verify my address. I asked him for the check amount and he said he could not tell me. I asked who I can talk to so I could find out if they were fixing the scratches also. He gave me an extension and said after I receive the check then to call back and dispute it. I then called and left a message for that extension, and no return call. I called back and a man finally answered and started screaming at me saying "Ive called every 15 minutes and "I need to check my phone log" he was cussing and tell me I needed to stop" I couldnt even get two words in. When I asked for the supervisor he said he was the supervisor. I told him this is NOT how you treat customers; he then hung up on me. I called the main line back and asked for a supervisor then Freda answered and immediately hung up on me. I called the car wash back and Jose was very sorry and said that he doesnt know who the supervisor is. This has caused me so much emotional stress, having to take time off work, having to find child care for my kids so I can go get these estimates etc. I called my insurance today and they attempted to get their insurance information but they told her they could NOT give it to her. I got a new mirror finally and now it has electrical issues and wont work properly. I ordered ANOTHER mirror and it still doesnt work.Desired Settlement: I would like my scratches on my door fixed, reimbursed the correct amount($1535.90)and have them pay for the labor to have my mirror inspected to see why it is now having electrical issues.The Scratches on the door and replacement were $1535.90. They have only cut me a check for half of the actual estimate which only covers the mirror,not the scratches. They buffed my car but the scratches still did not come out not.I am willing to get more estimates if need be for the scratches and inpection

Business

Response:

Consumer complaint has been resolved

Consumer

Response:

I am rejecting this response because:

[redacted] (the carwash manager) said that they would detail my car and get the scratch out for me. They said that it would just buff out when they did the detail. Well, the scratch did not come out as promised after they detailed it (It is an additional $658 to get fixed (I faxed the estimate to them already). Also, my mirror needs to be taken into the shop because it is malfunctioning and doesn’t turn down when I put my car in reverse, which it did before the accident. I had to order two mirrors and found that they both do not work now. I have to manually adjust my mirror EVERYTIME I get in to drive it. Frustrated that my mirror worked just fine before this incident. They only want to do the bare minimum and have poor customer service. I want my scratch fixed and for them to pay for the repairs to have my mirror fixed properly.

Business

Response:

We sent a check to the consumer for the full cost of the estimate for the mirror repair. Even though our business was not responsible for the scratches we did our best to try and buff them out. We believe we have bent over backwards in order to satisfy this customer but have not been successful.

Consumer

Response:

I am rejecting this response because: They did not "bend over backwards" they only paid for the mirror, didn’t fix the scratch, didn't pay for my gas (which was promised by the GM) and didn’t get the scratch out. My mirror is worse now because they still sent me though the car wash with wires hanging out and my mirror dangling on my car door which resulted in scratches! I specifically asked if the masking tape would hold when they sent me through the wash and their reply was "Yes it will be fine", I only have had this car for 5 months so it’s very disappointing. The way the corporate office treated me was very poor and none of them should have a job. They also refused to give me and my insurance company (who also called them and got horrible service) their insurance information, which is Illegal! The man in the corporate office specially told me that if my check is for the wrong amount I could call and dispute it; well I can’t do that when they hang up on me after I ask for the manager. I will never return to this car wash again!

Business

Response:

With regards to the above referenced case ID, we would like to state that we do not think that the damage was caused at our carwash as there was a sign of a pre-existing condition with the customer's mirror. When the mirror came off, we noticed that there was a screw and silicon holding the mirror from before. Due to this pre-existing condition when our attendant tried to fold the morror, which we normally always do with most cars, it came off. I'd also like to mention that we wash a lot of cars at our facility here and we haven't had any sismilar problems before.

So even though we did not cause the damage to her car, just for a good customer service we agreed to fix the mirror for her. We asked the customer to bring us an estimate to fix the damage. She brought us an estimate from the Infiniti dealership for $612.22 for parts and an additional $230.00 for labor and paint job, adding to $842.22, which we paid in full. We also waxed and buffed her car for $150.00 in addition to the check that was paid out to try and take care of the scratches.

If her mirror is not working the way it should, she needs to go back to the Infiniti dealer as they were the ones who provided the estimate to fix it, which we already paid in full.

We did our best to satisfy the customer even tough we did not break her mirror in the first place. But looks like some customers cannot be satisfied. There is nothing more we can do.

Thanks a lot,