Santa Fe Car Wash

Review: On September 17, 2014 I went to Santa Fe Car Wash to get my [redacted] clean, When I pulled up I waited in the line and then pulled ahead. I told the guy what wash I wanted and then made sure the automatic wiper was off, I also took a blanket out of the back seat and put in the trunk. I got my ticket and then proceed in to the door to watch my car go though the car wash. I should add this is not my first [redacted] so we are aware of the automatic wipers. While I was looking through the glass I notice the wipers going on at this time nothing can be done. So I paid then waited outside for the car to come out , it took a minute so while I was waiting I was sitting next to another lady she looked at me a said isn't that your car? I said yes why she said the guy has something in his hand and is trying to put it back on your car! Ok so I get up walk over and I say what happened he said your wiper fell off, I say how he says the wipers must have been on I said no I took it off and while they were cleaning inside the gut must have hit it. The [redacted] is now called and fills out an incident report and tells me someone will call you in 2-3 days. But in the mean time get it checked and bring the receipt back. I never got an email until September 24, 2014 while I was standing in the business with the bill of sale for my new wiper for $26.50. The [redacted] tell the [redacted] I spoke to to give me a certificate, why would I go back there ever again!!! I ask for the money he said he ant give it to me and I just leave and say I will be back. The corporate says theres a disclaimer saying the customer is liable but the manger I spoke to said they are and they are suppose to splash water on the wind shield since most cars have this now. If I wasn't assured it would be paid for I would not have anything to complain about. Hiding behind a disclaimer is nothing when your employees are saying different.Desired Settlement: I just want my $26.50 I had to pay to get a wiper for a car that is only 2 months old.

Consumer

Response:

[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.]

At this time, I have not been contacted by Santa Fe Car wash & auto deatailing regarding complaint ID[redacted].

Regards,

Review: Date: 4th of July 2014.

Subject: Damaged on Drivers Side Mirror Cover.

Santa Fe Car Wash was serviced as “Car Wash” with their automation system on my “[redacted]”, during washing the automated machine was stop less than a munities, I don’t realized with would happened, a few munities later my car rolling out for “Hands Drying” where zoning designated area. The car wash cleaned and ready to go. I provided a tip on a “Tip Box”. Now ready to get into the car and I was discovered “Where is my Diver Side Mirror Cover”, then one of employed went inside automated car wash and found a “Diver Side Mirror Cover “, it’s was broken but it remain in one piece.

The [redacted] came over and provided me an incident report form, the description of incident statement was “Drivers side Mirror Cover Came off in Wash”. Then he took several pictures to attach with incident form and then I am on my way. Two weeks later sill no response, I kept calling over 20 times including stopping by multiple times.

Finally, I receive an email with attached file “Response Letter” one off statement “we are unable to accept liability for your claim”.

Total damaged cost to repair/replacement $188.75 Santa Fe Car Wash will never reimburse me.Desired Settlement: Statement below is "Response" from Santa Fe Car Wash.

"Thank you for choosing Santa Fe Car Care Center. Our wash process is very safe and gentle. We wash cars using blue soft cotton strips of cloth that are kept very wet and lubricated with water and chemicals. This is so the cloth will simply glide over the surface of the vehicle while it cleans. The only way for the cloth to get behind the mirror cover and pull it off would be if it were loose prior to going through the wash. This is evident as well by the fact that just your mirror cover came off in the wash. The wash process works the same on every vehicle and no other vehicles reported damage. 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."

Regards,

The Santa Fe Claims Department"

Consumer

Response:

[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.]

At this time, I have not been contacted by Santa Fe Car Wash regarding complaint ID[redacted]

Regards,

Review: On 1/17/2015, I took my car to the car wash for outside/under wash, plus cleaning inside my car. When proceeding through the car wash, one of the wash brushes hung the molding on the driver side of my car and by the car placed in "N" drive and no one able to stop the car, pulled the molding down to the point where it scrape another car if I was driving in the middle or outside lane. When the came of the was and placed outside to dried off, one of the attendant came on the inside to ask me to come outside and look the molding and asked me if it was aleady pulled down. I told them that the molding was not off. The manager [redacted]) filled out a accident report and told me that I would get an email from the corporate office as to how they would pay the damage. On 1/19, I got the email from corporate stating that they were not going to honor the damage because the molding was loose. That is so not true, and if it was true, it would of pulled the molding all the way down. Because the car was not able to be stopped, is how the molding got pulled off. I left several messages and no responses until I finally spoke to [redacted] on 1/21 who told me to contact corporate at [redacted] I emailed corporate on 1/22, no response. I resubmitted on 1/26, no response. In meantime I had molding replace in the amount of $119.23 which is what I am requesting. The molding was to hard to get off, because it was sticking out so far that I asked the attendant to put it back in place so I would't scrape and they couldn't. I then asked them to pull completely off and it took them about 5 minutes to pull it completely off. Again, if it was loose it wouldn't have taken the attendant that to pull the molding off. It definitely was not loose nor was it pulled down.Desired Settlement: I will a refund of cash or check. Company phone is 540-785-3737.

Review: My vehicle was damaged when put through their car wash. A dent with paint removal from the A-bar on passenger side appeared after my car emerged from the car wash. The cashier, [redacted], advised me to fill out an incident report and that a manager would call me the next day. A manager did not call. I had to call several times to finally be put on the phone with the manager, [redacted] told me that it takes 2 weeks for the Santa Fe Claims Department to review the case. 2 minutes later I received an e-mail (while on the phone with the manager) that my claim was denied because I could not prove that the damage to my vehicle happened at their car wash. (I noticed the damage within minutes of my car being washed). [redacted] laughed at me and said, "Good luck proving it in court!" and refused to give me the phone number or person to speak with in the Santa Fe Claims Department. The e-mail from the claims department was not signed by a person and a phone number was not given. [redacted] told me I could only communicate with the claims department via e-mail. [redacted] would not provide me with the owner's name or phone number and stated that there was no person above him to speak with. I have since written a response to my claim requesting a phone number for the claims department but they have refused to respond.Desired Settlement: I expect Santa Fe Car Wash to pay for the damages to my vehicle and treat customers with respect. I want their claims process to be more customer friendly. The employees/managers need to be more respectful and professional to their customers. They should not treat customers as if they are not stupid. I want to speak with someone from the claims department and a phone number should be provided to me.

Consumer

Response:

[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.]

At this time, I have not been contacted by Santa Fe Car Wash regarding complaint ID [redacted].

Regards,

Review: On August 9th, 2013 my vehicle sustained several scratches/damages on the rear panel/door due to employee negligence and wash machine malfunction. Filed an incident report on same day with [redacted]. Tried several times to get in contact with responsible party [redacted] and Claim Dept. but no response as of yet! I want damages on my vehicle repair or compensation for damages.Desired Settlement: I want damages on my vehicle to be repaired ASAP!

Review: I took my car for detail cleaning at Santa Fe, during the detail the driver seat was torn up by brush. I fill out the incident report and contact the manager to let him know what happen to my car seat and I was told that they will not accept liability the only way for the seat to tear using our process would be if it were already worn or partially torn before coming to the car wash, even though the manager on duty apologize for the damage and took picture.Desired Settlement: I want Santa Fe to repair or replace the material on the seat. the car is only four years old and in excellent condition beside the driver side seat.

Consumer

Response:

[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.]

At this time, I have not been contacted by Santa Fe Carwash regarding complaint ID [redacted].

Regards,

Review: On Oct 6, 2014, I took my car to the Sante Fe Car Care Center for an Ultimate Supreme Wash.( I have taken the car there a number of times they can check my invoices in there system based on license plate without issue and am always happy with the service.) I handed over the car and went in to pay. Upon exiting the building I heard a strange noise coming from the bay area. The attendant approached my car frowning. My wiper blades had come off in the wash and the wipers were flipped on and in turn etched two distinct groves in my windshield. After verifying I do not have auto wipers an incident report was filled out. Not once did the manager come out to speak with me. They would only give me an email address to contact the corporate office. I sent an email regarding the incident when I got home. We have yet to hear from anyone. I have also called the local shop and was hung up on three times and was then finally told the manager refused to take my call. After much research I got a number for the CPA who took my name but could not help. I also have contacted the Fredericksburg Business License Office and the State Corporation Commission in Richmond only to be told their LLC was cancelled in December of 2005 and removed from the system in 2010 so no information is available for them. I would just like the windshield replaced as the document claims they will do.Desired Settlement: The windshield replaced using authorized an authorized [redacted] dealer with authentic [redacted] windshield. I would also like the sale from that day refunded due to the fact of the failure on Managements part to properly address the issue and refused to speak with me regarding the damage.

Review: Sep. 18 2014 I took my car to be washed. Employee at car wash did not lower power antenna on vehicle before sending through wash. Antenna was bent (broken) in wash. I saw this through viewing window. Employee came into building and I pointed this out. He said he did not know how to lower and was sorry. I needed to see the[redacted]. Saw [redacted] who said would fill out incident report and corporate office would contact me no later than Monday Sep. 22. He gave me their email address. I sent an email on the 18th with copy of report at 12:30 PM. I sent another email inquiring that they repair the damage to my car at 2:00PM on Monday Sep 22. I also tried calling their listed phone number. I have not heard back from them nor acknowledgement of the report.Desired Settlement: Santa Fe Car Wash needs to own up to the damage done to my car by their employee. They need to repair the power antenna on my vehicle.

Business

Response:

[redacted]

Thank you for choosing Santa Fe Car Wash. We have a sign, located at the

entrance of the vacuum lanes, which states that we are not responsible for antennas. We

put this sign here so that every customer can see it and make sure the antenna is either

removed or lowered prior to going through the wash. In many cases, power antennas no

longer function properly and do not go down. At this point, it is still up to the customer

to let the car enter with this risk. For this reason, we are unable to accept liability for

your claim. We apologize for any inconvenience that this incident may have caused.

Thank you.

Regards,

The Santa Fe Claims Department

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.

Their employee saw the antenna up and sent vehicle through car wash any way. The employee came into building for water, I saw my antenna and pointed out to him. He said "he did not know how to lower and sent through". I have been to this car wash previously and have seen employees lower antennas, remove manual antennas, or pull vehicle aside to get [redacted]. It was not crowded when I was there. A truck was in the vacuum lane and went in and then there was just my car in exterior wash lane. The employee certainly could have come and gotten me, but he did not. I did not break the antenna.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: On 5/25/2013 I went to this car wash. My car came out with the windshield wiper arms out of position and out of position. The manager, [redacted], came and told me that my sensor wiper were in the "on" position. We went to my car, [redacted] was standing next to my car when I turned it on. The sensor wipers were in Fact in the "off" position. [redacted] told me that that they would file a claim but probably going to deny it. Today, 6/3/2013, I called the general manager, [redacted]. He said that, because the wipers were in the "off" position, he could not explain what happened to the wiper arms. I told him that my car went in with the wiper arms down, but the car did not come out of the car wash that way. I paid $116 for new wiper arms.Desired Settlement: $116 for 2 new wiper arms

Review: I took my [redacted] into Santa Fe Car Wash yesterday to get it cleaned up after the snow/salt that had covered it lately. This van is brand new, just purchased with new temporary tags and less than 800 miles on it. This was it's first car wash. When we arrived, we told the attendant the wash we wanted, and left our van with them to take care of it. We went inside and watched it go through the wash, and then when it was outside we sat outside to watch as they finished it up. We noticed no one came over to the passenger side doors and opened them to wipe off the door jams where the water can get into, as it says in the agreement that they would. They quickly called us over that it was completed, and we asked them to wipe off the places we noticed they hadn't touched, and a few places I wiped myself where there was visible soap still left. They didn't touch the dash, so there was still dust present, and they didn't touch the windshield, so the smudges that were there were still present. the only part of the interior that had been touched was the floor where it was mostly vacuumed, but still left some areas clearly not touched. Anyway, we left after feeling defeated that at least the outside no longer looked dirty. Upon getting home, when getting out of the vehicle, we immediately noticed on the driver side some scratches to our door panel. This is a brand new van, and has absolutely no blemishes whatsoever on it. It was delivered to us straight from the factory with no one previously having driven it, so it was absolutely immaculate. We took it into Santa Fe to have them clean it up after the horrible weather we've had, and they've damaged my van! This is completely unacceptable and so I wrote into the company, and got a response back that they were sorry that happened, but they don't think they did it since their vacuums are plastic (plastic absolutely can damage plastic, so that's a cop-out), and that there was nothing they could do.Desired Settlement: I want the panel in my van replaced/repaired. It's ridiculous for me to have to go to a place that is supposed to help in maintain the new quality of my van by cleaning it up and instead have them damage my brand new $45,000 van. The fact that the car wash was terrible because they lack the skills to be considered a full service is beside the point- I am furious that they damaged my vehicle. I understand that when you take your vehicle to these places, that they all have their "I'm not responsible" signs out giving you a list of things they aren't responsible for if they get damaged. I know antennas and aftermarket accessories are included in this, because they can't guarantee their wash machine won't damage those, and that's a risk people take. However, I'm supposed to assume a risk that their employees will be so careless as to scrape the side of my van with their vacuums and to just suck it up when they ruin the integrity of a van that was brand new as of less than a month ago? No!

Consumer

Response:

[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.]

At this time, I have not been contacted by Santa Fe Car Wash regarding complaint ID [redacted].

Regards,

Review: On September 2, 2013, a Santa Fe employee in Fredericksburg, Virginia, readily admitted he forgot to tape my back wiper before sending it through the wash. He repeatedly apologized and took the blame for not taping it. When my vehicle came out of the wash, the back wiper was broken and dangled toward the ground. I cannot drive my vehicle because the wiper flops around on the back, damaging the paint. I completed a complaint form and was told the [redacted] would contact me the next day. Four days later, no one has contacted me, and I have tried several days to get the [redacted] on the phone. Each time, an employee tells me the [redacted] is busy and cannot come to the phone. Two employees have told me the complaint form was sent to corporate, yet the corporate e-mail address is listed as this particular location where the damage occurred. The two employees told me they do not know where the corporate office is nor do they have a contact number for the corporate office.Desired Settlement: $99 to cover the cost of the part and labor to have the wiper fixed.