Sierra Auto Spa

I have a 2014 Ram 2500 diesel with 9,503 mile. The color is black and the truck is very well maintained. After going through Sierra Auto Spa for a auto wash, my truck came out with extremely heavy swirl marks on the entire truck, and deep scratches to the primer paint level on the right and left side of the vehicle. The swirl marks are so heavy, that the clear paint reflection is no longer visible.Product_Or_Service: Auto Car WashDesired SettlementI would like the truck completely repainted and restored as before I entered this car wash!! This is a new truck with a MSRP of $56,000. It is a disgrace for such a new truck to have the paint completely ruined using a car wash. However, I would consider a detail to buff out the swirl marks and repair the deep scratches which are down to the primer, only if the final result are permanent, not temporary from wax or other products covering up the scratches. Business Response Contact Name and Title: [redacted] MangerContact Phone: 775-885-8006We got in contact with [redacted] and arranged a meeting with him to bring his truck by the Carson City location on 01/14/2016. After looking at the damages that he claimed we were at fault for, we determined that none of our equipment or employees could have cause the deep scratches or the swirl scratches that [redacted] claims. We don't have any equipment inside the tunnel that would be able to create these scratches. [redacted] also admitted that some of the scratches could have been from going up to the ski resort or previous trips up to Tahoe. I offered to show [redacted] our tunnel and show him the equipment that we have but he did not take me up on the offer for a walk through. Even though we determined that we weren't at fault, I did offer [redacted] a free buff and wax to try and remove some of the swirl marks for him but he also declined that offer as well. He stated that he did not want us to wax or buff because we couldn't promise a permanent fix.Also on the day [redacted] came in we did a total of 229 cars and did not receive one other complaint about scratches or swirl scratches.If [redacted] has any other questions or problems he is more than welcome to contact us. Our contact info is Sierra Car Wash3130 South Carson St.Carson City, NV 89701775-885-8006[redacted]Manager On SiteConsumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Although the manager was very courtesy and respectful to me, I am very disappointed in Sierra Auto Spas decision to not accept any responsibility from the damages that my NEW truck received while using their car wash on January 1, 2016. Anyone can just [redacted] automatic car wash about scratches and swirl marks and read about it for themselves with the hazards with dirty (perhaps the one car prior to mine) brushes, and perhaps uncleaned recycled water to name a few items. In addition, swirl marks are easier to see and detect on black or very dark blue cars, so stating that 229 cars were washed that day, and I am the only one claiming to have damage is really not a valid statement. How many NEW black and dark blue trucks went through the tunnel that day would be more an accurate statement, as a truck is much wider then a car and would receive more pressure from dirty brushes.Although refusing to accept any type of responsibility for the damages, I was offered a wax and a buff, which would have removed approximately 90% of the scratches and swirl marks, and I did appreciate that offer; so thank you! However, there are at least 10% of the scratches that can be felt with your finger nail that would not be able to be removed from a basic wax and buff. My expectations were not requiring a quoted $7300.00 estimate to repaint my truck on the damage areas, but only a wet sand and high speed buff for $680.00 to fix the paint. However, I would consider a compromise for half the cost of the wet sand for a total of $340.00 reimbursements for the damages to my paint. However, if this cannot be agreed upon because lack of responsibility and accountability, I will probably be force to take further legal actions to resolve this issue and peruse a repaint for the amount of $7300.00. Hopefully, this simple matter can be resolved quickly for half the cost of a wet sand of the amount for $340.00.Final Business Response Unfortunately with the swirl scratches all over the customers truck, including the sides, the hood and the roof, we do not have any equipment inside of our tunnel that touches all three of those areas. Therefore with the equipment in our tunnel it is not possible that we create those scratches throughout the entire vehicle.With that in mind we are willing to extend our offer from a wax and a buff to a complete gold detail including the exterior of the vehicle and the interior of the vehicle. The price of the Gold Detail is worth $220.With the damage to the truck not being the fault of our company we decided that this is the best offer we can come up with.With any further questions or comments the customer is able to contact the manager, Loren, at 775-885-8006.