Stream Line Auto Wash

Review: I went to get my car washed on the evening of 11/22/13. I put in my credit card into their touch screen machine for the auto wash. My car was accepted. I pulled in and nothing happened. The auto wash did not start. The digital sign on the side of the auto wash stated "EXIT SLOWLY". I waited a minute or two thinking maybe it just took a while. I pulled forward a bit, then went back to see if that registered my car was in the stall. NOthing. So, I pulled out and went around the building to come in through the auto wash again and to see what the touch screen said. The screen had gone back to the original screen of when you need to select a wash and pay. So, I did this again and paid an additional $11.00 (for a total of $22). The screen said that I had to wait until the next wash was done. Again, the auto wash machine was doing nothing. It was not moving. So, I waited the 3+ minutes until it was "done" and then entered. The machine approached my car about 6-12 inches and began, then stopped and went back to its original position, and the digital sign again said EXIT SLOWLY. I pulled forward as though I was going to exit, then pulled back into the stall. I did this a few times. Nothing happened. I looked on the side of the building and tried to call the listed cell number [redacted]. I got a voicemail and stated to them the problem and stated "your machine is a piece of st, it just cost me $22 for two washes I never got" and explained that the digital sign continuously stated EXIT SLOWLY. I told them they needed to refund my money and I wanted to hear from them by Monday 11/25 about it to know my money would be refunded. I told them if I did not hear from them, I would contact teh state attorney general "and we can settle it that way if you want". Today is 12/2 and I have NOT heard from them. To the best of my knowledge, my $22 has not been refunded. I'm guessing they think I was bluffing about contacting you. So I ask them: still think I"m bluffing? I would like my $22 refunded to my credit card, of which I told them they could pull the number off their touch screen records as I was the only one there at that time of night and they could look at their survailence to determine I had not received either wash. I will, however, warn every consumer I can not to use them as when they rip you off, they blow you off and do not refund your money.Desired Settlement: I would like a refund to my credit card as I had told them I wanted to happen. I do no appreciate them "blowing me off" and not calling me to verify the refund in a timely manner. A refund of $22 to my credit card is what needs to happen, then I will never go to them again, and, advise everyone I know my experience and why I don't trust them.

Business

Response:

We resolved this issue with Mr. [redacted] on 11/29/13 when I received his message. Our message system was experiencing problems which is why it took some time to get back to him. I explained this to him and expressed my apologies for the delay. We do not make a habit of "blowing" anyone off for any reason and am truly sorry for the lack of timeliness in our response.

As I explained to Mr. [redacted], our machine experienced a major, technical issue that weekend and we have made the necessary repairs. Car wash equipment, like a vehicle or any other type of equipment, can experience breakdowns. We are diligent to prevent such occurrences and we appreciate customers who inform us when they have a problem at our facility. As for Mr. [redacted], we reimbursed him the full $33.00 he spent at our car wash and we also issued a gift card for 2 free washes to compensate him for his trouble. He did not mention the complaint he filed with you, and so it was disappointing to receive your letter. It is our priority that Mr. [redacted] is fully compensated for any inconvenience he experienced. However, we especially appreciate those customers who can maintain composure in their language and actions and graciously give us their patience while we strive to maintain integrity in our business. It is our hope Mr. [redacted] can practice more of this in the future.

Thank you for your time and the opportunity to respond. Please contact me with any questions.

Streamline Car Wash, LLC