Super Star Car Wash

Thank you for your review on [redacted] and for contacting the Revdex.comI apologize that our sales employee was not clear in presenting our Unlimited Wash PlanThere is no Scam intended, just a salesman who isn't following policyWhen we discover that an employee is not explaining the Fast Pass Plan correctly, we retrain or replace themI have contacted our office staff and instructed them to post a refund of $to your credit card when you call inThey have your nameWe have never had a "Buy one, Get One Free" wash promotion at this siteWhat we do have is a promotion that give the customer a "Five Day Wash Guarantee" so if for any reason you want another wash, you have Five Days to redeem the voucher issuedThe voucher is Time Sensitive so it does expire Five Day later at the exact time of day when it was issuedWe appreciate your business [redacted] , Operations

Mr [redacted] did return to the car wash two days after he received a car wash at our facility He did meet and speak with our Facility Manager, Jason F* Jason explained to him why this damage could not have occurred at our facility The damaged wheel is on the Passenger side where there is not a conveyor guiderailOnly the Driver Side wheels fit inside the conveyor guiderailsJason sent the car back through the car wash tunnel to prove that there are not any pieces of equipment that could touch or damage the wheel on the Passenger sideThis is why we denied the claim then and continue to deny the claim nowThis damage occurred somewhere else and the customer just noticed it after getting his car washed so he naturally assumed it happened at the car washJ.RRuelas, Operations Manager

Mr [redacted] was contacted by Chris T***, a General Manager with our company Chris told the customer that the video camera in the tunnel showed the wipers were on, most likely because the Rain Sensor was left on Because the wipers were not in a stationary position low on the windshield, it allowed the cloth of the top brush to make contact with the wiper and damage it If the Rain Sensor had not been on and the wiper was in the off position, there would not be any damage We no longer have video of this incident as the DVR erases the oldest day at about 10-daysIn the interest of Customer Courtesy, Super Star Car Wash will offer Mr [redacted] $towards the repair of his wiper Please let me know if he wishes to accept this offer

I am sorry to disagree with Mr [redacted] 's assessment of the condition of his mirror Two different managers looked at the mirror and came to the same conclusion The mounting bracket of the mirror was defectiveHowever, in the interest of Customer courtesy, we are still prepared to offer Mr [redacted] a $cash credit towards the repair of his mirror.J.RRuelas

I am sorry to disagree, but regardless of age of car, whether garage kept or not, our cloth equipment can not grab a taillight and rip it off unless the taillight is already loose New cars get bumped in parking lots and parking garages all the time and sometimes the owner of the vehicle does not know itAdhesive tape which some auto manufacturers use to attach taillights to body of car gets old and weak Plastic Clips and bolts used to attach taillights to body of car also get old and weak regardless of where car is kept If our equipment was defective or at fault, we would be knocking off taillights left and rightI am sorry buy we do not accept responsibility for this customer's taillight damage

the customer's account of what transpired between him and our Manager, [redacted] is fairly accurate except that he/she leaves out the fact that the customer became very belligerent when we did not wish to fill out a reportThe handle is very worn and would have broken at some point soonIt was not negligence of our employeesWe offered to buy the part at our cost from the Dealership and replace it ourselvesThis would cost us approximately $We offered this as a customer courtesy, not as an admission of guiltAfter being verbally assaulted, the Manager took the offer backHowever, we will still order the part and install it ourselves or we can give the customer a Super Star Car Wash Gift Card for $[redacted]

Unfortunately, Super Star Car Wash sold this location in July of We have no control over their Management or operationI am sorry, but we cannot help this customerJ.RR***

I am sorry the Manager of Duty was not more polite when explaining that Super Star Car Wash would accept responsibility for Ms [redacted] bumper coming off He should have explained that the only way for a bumper to come off in the wash tunnel is if the clips that hold it in place were previously damaged or looseThe cloth equipment that cleans the front, side and back of the car will not remove or loosen the bumper on its own The bumper has to be loose or damaged for the cloth to further knock it loose form the body of the vehicleIt's possible the bumper had bumped into something else at some prior time and the clips that attach it to the body of the car were weak, cracked or looseThen, while having the car washed, the friction of the cloth cleaning the car further loosened the bumper and it came off We wash several hundred cars at this car wash every dayOther bumpers do not fall off because they are properly attached to the carI am sorry, but Super Star Car Wash is not responsible for the damage to Ms [redacted] bumper[redacted] , Operations

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, *** ***

Sorry I must have missed the email regarding Mr*** I did speak to both Managers at that store and they told me the damage to the fender was old previous damage It looked like it could have come from a tire blowout, but they were not sure Anyway, going through the car wash could have made it worse but we have a disclaimer sign posted for pre-existing damageWe are not accepting liability for the damage on Mr***’s vehicleIf you need me to reply on the typical Revdex.com form, please resend itRegards, J.RR***

Revdex.com: 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 This is untrueI can easily post my call logs to whomever would like them as I have already contacted my carrier and received them from the date of the complain through 7-28-I have also posted photos on [redacted] and sent them to the business without responseAside from my initial contact with the business, this is the only other time I have heard from themI have already taken the car to another place to have it redoneI have documents showing this as wellClearly from the photos you can see that the services preformed, date and time stamp on the meta data of the photos show they were taken within an hour of the service preformedThe wash code ticket also has a sale ID with an attached detail invoice that includes my license plate number The products used matter not when applied to black trim and are exposed to the Arizona sunI have a letter that has been stamped by a notary from a Kia dealership attesting to thisFurthermore, the lack of response to the Revdex.com and my emails clearly show that Superstar Car Wash is less than responsive to their customersPlease consider this closed as I wish to seek other means of resolution Regards, [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is not okay unless I can make a complaint against the company they sold it to I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, Rebecca C***

I am sorry that Ms [redacted] didn't realize that she was signing up for our Unlimited Car Wash Plan We do have her sign up brochure on fileDuring a three way call with her, her bank and our office attendant, even the bank said that it wash MsRizo's responsibility to check her bank statement for charges Our policy is to refund up to months for customers that did not realize what they were signing up forHowever, we will not only refund six months of the monthly charge, but we will issue Ms [redacted] a gift card for the difference between what she was billed and what the bank and we have refunded her We now have a Full Service facility mile away from this location and Ms [redacted] can use the gift card on not only Express Exterior car washes, but Full Service car washes and detail services

I do not want a gift card for $80.00! For the same thing to happen again I want my money back for a task that was incompleteI wasted plus hours of my time for a terrible detail even the manager stated this should have never happenedI will not waste anymore of my time at a SuperstarI also have pictures of everything that was missed and it's inexcusable for $I don't ever want to receive service from this location nor company based off how difficult and unprofessional everything has beenI was lied to; based off of my detailing I have been ripped off and because I am a women I am now being taken advantage ofI was never informed of a policy nor did I sign anything stating I can’t receive a refund! If I do not receive my funds back I will take this further, if necessary

I am sorry there was a problem in your purchase amount on your last visit I also apologize that the Manager was not more understanding Please call the Office Mon-Sat am to pm at ###-###-#### and someone there can process your $refundJR

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meEven though, I do not agree with the tale story as to what may have happenedYou failed to address the straight scratch that went from the front to back on the drivers sideBut it is apparent that you will say whatever to avoid ownership of the damage that your equipment causedI will take your offer to buff it out and hopefully it will be resolvedPlease send me the details as to which locations I can visit and whom I should speak toI will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

I do not believe that fault is with my vehicle I have attached pictures of the vehicle door and mirror As you can see there is no rust on the vehicle door and only under the mirror around ONE of THREE screws which were secured You can see where the screws were snapped off on door and mirror side I could not wait for the car wash to resolve the issue at a later time I did have to purchase the mirror on the same day due to dangerous hazard of driving without my mirror To add, I also had to pay Gateway Chevrolet labor to install the mirror I want for Super Star Car wash to reimburse me me the cost of the mirror and labor that I had to pay to Gateway Chevrolet

Our Manager, *** *** did attempt to call Mr*** twice and left a voicemailWe are offering to do the service again but must caution that we have not seen the condition of the car yetIf it is something we did, of course we will fix itWe use *** Products and there is nothing caustic
enough that would damage trim pieces*** ***

I met with Mr*** a few days after he called the office and spoke with ***I met him at the location where he claims his rim was damagedI had spoken with ***, our Manager before meeting Mr***All of our attendants, including *** direct all customers the same way into the car
wash tunnel*** told me that Mr*** was already driving forward into the tunnel before *** signaled him to do so*** also states that Mr*** was driving too fast forward for *** to have a chance to direct him safely onto the conveyorBy the time *** had Mr***'s attention, Mr*** had already driven his car onto the conveyor and had impacted the front driver side rimMr*** has been to our car wash numerous times, so he already knows how the front wheel is alligned onto the conveyorMr*** showed me a picture of the guide rail he believes caused the damage to his rimI looked at the picture and the guide rail and told Mr*** that I did not see the scratch he was talking aboutThere were no fresh scratches on the far left guide rail, and furthermore, a driver would have to be driving too far left to hit this part of the guide railAs I said earlier, Mr*** is a frequent customer and he would know better than to drive that far leftThe fact that he was driving too fast, and that his rims and tires are Aftermarket, low profile rims and tires, for which we have a sign prominently posted warning against damages to vehicles with aftermarket, non-factory parts, is why Super Star Car Wash has denied this claimI did give Mr*** a couple of names of companies that can make repairs to rims, but I also told him that we were not accepting responsibility for the damage to his rims and we would not pay to have one repairedOur attendants were never in possession of his vehicle Mr*** was always and completely in control of his vehicleIf Mr***'s tires and rims were standard/factory rims and tires, there would never be any damage to his rims. *** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Super Star Car WashAttn: Mr***;February 27, 2015Sir;The apology rings hollow to an original customer when it is filled with a sales pitch. I require that as a customer of a business that I am treated with dignity and respect. None of this occurred on this trying and dissatisfying day. I was verbally berated by a Super Star employee, in front of customers, and staff.No, I wish to cancel my service, as I have states since the inception of this event. When a client reaches out to you, they are seeking assistance with the overall customer service provided to the client. The original complaint lists the mx insults, and the tone given to a client is never accepted. At no point was I insulting, obtuse, or challenging. When seeking assistance I was met with sub-servant speech.I would expect that there is no charge to my account for this disasters event.Barbara ***Regards,*** ***