San Diego Gas & Car Wash

Review: On July 6, 2013 I brought my car in to the Eastlake location of the car wash and paid $200 for a complete detail service, inside and out. When completed, everything looked very clean, but he leather seats were excessively wet. Over the next several days the leather hardened up, got very brittle and started cracking and coming apart. When I returned to the carwash and explained the damage, they claimed they could not be held responsible because I left their business before reporting the damage. But the damage was not readily obvious until later. I returned to the car wash several times to talk to differnet people on site without resolution. So I called and left a message for the owner, who called me back a few days later. I explained my problem and asked for a resolution. I shared that I paid $200 for the detail work and that I have an estimate for $3,000 to repair the damage to the leather seats. When I assured him that I wanted to play nice and give him a chance to make it right, he misinterpreted it as a threat and hung up on me.Desired Settlement: $3,000 to repair the damage to my leather seats caused by the detail job.

Business

Response:

RE: [redacted] — ID #[redacted]

Dear Mr. [redacted],

Mr. [redacted] got a car detail service on July 6, 2013 and complained about his car leather

seats two weeks later.

We found it hard to believe that the leather seats were excessively wet, as we don’t splash it with

water. We showed him the products used on the detail. This was verified by Teresa of SKS (our

car wash product provider), who also showed him the products used. If the products were faulty,

it would damage not only the seats (front & back) but the side panels as well.

He called and I returned the call. He threatened that if he didn’t get a satisfactory result, he

would take the matter farther with his attorney and the Revdex.com. I didn’t take his demeanor as

conciliatory, but rather contrary as one of threatening.

I find it completely unreasonable that he complained about the service 2 weeks after the fact.

We are a reputable chain of car washes/detail and only look

service to our customers.

Sincerely,

Owner, San Diego Gas & Car Wash

Consumer

Response:

I have reviewed the 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.

The business has not proposed any resolution. They refuse to take responsibility,

apparently due to the fact that it took me 2 weeks after the car detail service

to complain. As I mentioned to the

business, the damage to the leather seats became obvious in the week after the

service and I did go in to the car wash to show them the damage at the first

convenient time after being out of town.

Since the car was only garaged for the week after the service and the

damage became obvious after that week, there is no other conclusion than the

fact that the detail service caused the damage.

I request that the business make it right by paying fully or partially

to repair the damage to the leather seats.

Review: I normally buy my gasoline for our cars in this station and use their car wash. On April 30,2013 I decided to get my husbands car washed since he was scheduled to arrive from deployment the next week. They offered me a detailing including the leather seats for $49.99, then I said yes and paid and waited for my husbands car. Then when it was ready they gave me my keys and drove off to pick up my kids from school and on our way back home I started noticing the leather black seats on the passenger side started showing white patchy color. When I parked the car inside our garage the driver's seat and the back seat was also showing the same white patchy color. I had to park the car and decided to use our other car instead since I had still so many errands to make and I had to work so I had the chance to bring back the lexus car after 2 days and show them the damage to my husbands leather seats. Of course they denied the damage one of their staff told me it was from dog scratches and I said to her , if you want I can take you home right now and prove to you that we do not have a dog or a cat in our house since my daughter has allergies. They have very poor training in dealing with customer complaints . They have very poor management system and their employees are not properly trained on how to handle car wash. I had to use google and find chevron customer specialist number for this matter to be handled . I have to explain myself, emailed them pictures which I took and until now this matter hasn't been resolved since the owner has not responded to the complaint.Desired Settlement: I am recommending to train their employees well. Second, to have them take my husbands leather seats to the lexus car dealer shop and see if they could still fix the leather seat damage and if not to replace the leather seats.

Business

Response:

SAN DIEGO GAS & CAR WASH

3861 Valley Centre Dr. San Diego,

CA. 92130 Tel No. (858) 792-9801 Fax No. (858)792-9096

June 25,2013

Mr. [redacted]

Revdex.com

5050 Murphy Canyon, Ste. 11 0

San Diego, Ca. 92123

RE: [redacted]r- ID #

Dear Mr. [redacted],

We investigated Ms. [redacted]

complaint, and based on the employee who did the

detail and with his supervisor,

both said, they only wiped the leather very lightly as

it was not that dirty and then

finished it with a leather conditioner. The product

used on the leather, definitely

would not have caused any damage whatsoever.

I am satisfied that my detailers

did a complete job without damage to the

complainant's seats. I find it

strange that it took her 2 days to complain about the

damage from the date that the car

was detailed and then a month and a half to

formalize the complaint.

I run multi-company car wash and

detail centers and we are not in a habit of

damaging cars rather improving

them. We only use the best products for our detail.

I hope this explanation is satisfactory.

Sincerely, [redacted], Owner San Diego Gas &

Car Wash