Super Star Car Wash

I have already responded to this customer on her *** ReviewI first offered to redo the detail service areas she complained about and also offered her a $gift cardAfter making that offer, I again spoke to the Manager and staff that worked on her carAll of her issues were resolved on
her second visitWhat cannot be resolved is the deterioration of the clear coat on the top surfaces of the paint on her vehicleThis damage to the clear coat is the result of exposure to the sun and other weather elementsAs I explained to her, for a few years buffing or waxing the paint can restore it to it's original shine but at some point, the paint condition gets to a point that waxing or buffing will not work. That is the condition of her paintIt may look like left over wax residue, but it is the clear coat breaking downAny reputable Paint and Body Shop will agree with my commentsBefore our Detail staff did any work to her car, the paint was in terrible shapeThat's most likely why she paid us to work on itMy original offer of a $gift card is still available if she wants it, but we will not give her a refund for work that we did properlyThe problem is with her paint, not the quality of our work.*** ***

Sorry, but there is no cleaning solution or cleaning cloth in our car wash tunnel that could cause damage to paint on vehicles being washed through our car wash processWe have washed several thousand vehicles through this car wash tunnel since we opened in JuneEither there is a defect in the
paint on the Silverado or the customer had work done somewhere else and now wants to blame it on our Car WashBesides, he washed his truck two months agoA lot can happen in two monthsCertainly if there was anything wrong in our wash process you would see it immediately. Super Star Car Wash denies any responsibility for the paint damage the customer claims was the result of having his truck washed at our facilityJ.RR***

First let me apologize for the confusion and unprofessional behavior of one of our managers. What I believe happened is that our Salesman enrolled the customer into a Monthly Plan, but for the wrong washThis customer always purchases the $Everything WashThe $Plan purchased
only includes the $Express WashI believe this is why *** made comments to the effect "you can't get what you didn't pay for" Anyway, We can upgrade the customer to the $Monthly Plan which will give the customer the $Everything Wash on each visitIf the customer washes their car every week, they will save about $per monthIf they would rather cancel the plan and revert back to her original method of paying for the wash each time they visit our location, we can credit them the difference between what they have already paid versus the wash value they have receivedAt enrollment, customers get the $wash freeAt that same time, the customer pays for the price of the plan less a $one time discountThe girls at the office will do the math and we will make the customer happy. Please have the customer call our office at ###-###-#### and have the number on the sticker on the windshield handy. *** ***, Operations

Ms*** is a regular and loyal customer of Super Star Car WashI apologize that when she purchased her Prepaid Detail Service, it was not properly explained to her that appointments are preferred when redeeming the serviceEvery morning we have scheduled appointments as well as people who
arrive early in the day hoping we still have some spots availableOn this day, we were already fully booked with Prepaid Detail services. We were now just adding a few detail services that were sold on this dayAgain, I apologize that our manager, recognizing Ms***, did not make a better attempt to fit her into our schedule for that day. I will not only offer to perform the services she has already paid for, but also give Ms*** a $gift card for additional Detail ServiceWe appreciate her business and do not wish to lose her as a customer*** ***, Operations Manager

Ms*** me with *** ***, one of our General Managers and he offered her a refund of $for her detail service. She accepted.** ***

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.I am completely astonished and offended by your responseOnce again where is the customer service and professionalism.The comments that were made of my husband character being "belligerent: and that the manager got "verbally assaulted"is completely falseMy husband got irritated at the situation like any other person that would have obtained the serviceyour manager gave usMyself and my two kids where with him at that time my husband would never proceed with thatkind of conduct in front of his family nor disrespect anyone especially in publicDon't you think if he would have became thatbelligerent or your manager would have felt unsafe police would not have been called or a crowd of people would have followedthe situationYour response is unacceptable what you just did is called "defamation" towards my husband's character.I have no interest in conducting additional business with your car wash so the $gift card is not an optionI would likefor you to let me know when the part will be ordered and when I can pick it upI don't feel safe leaving my vehicle under yoursupervision or members of your staff to install this part, so I will take care of the installationI do expect for the door handleto be original GM brand once again it's a Cadillac Escalade
Regards,
*** ***

I have already spoken with this customerThe towel he wanted us to leave on the dashboard was left in place throughout the entire wash tunnel processAfter the car came out of the tunnel, it sat for a few minutes waiting for our crew to begin drying the outside and dusting the dash and door
panelsOnly then was the towel movedThe towel was not wetEven after the customer showed the towel to our Manager, the manager even commented that the towel was not wetIf the radio was damaged by water from an existing leak in the customer's car, it happened some other timeAnd as I told the customer, the cause is the leak in the T-Top, not the fact that we use water in the car wash tunnelHe has an existing problem on his vehicleWe followed his instructions, the towel never got wet, he left the property, and now claims we are the causeHe is wrongSuper Star Car Wash denies any liability for the damage to his radio. J.RR***

I have spoken with three different employees that used the key to start and drive the carAll three of them report that the key was already coming apartOne of them reported this to his supervisor before he drove the carAlthough the key was already broken, Super Star car wash will pay 1/of the
cost to replace the customer's key, not as an admission of guilt, but as a customer courtesy to help resolve this matter.*** ***, Operations

We are sorry this customer does not like our offers to save money at our car wast does say at the bottom of each text message that you can reply "stop" at anytime and unsubscribePlease tell the customer to type the word STOP in the reply section and send it back and she will no longer
receive text messages from us

The gentleman that I spoke with was quite rudeI returned the very next day, and there is no clip damage on the casing as they suggestedIn fact, they were quite rude and told me they would replace the housing periodthe car may be 2003, however there is no reason for a perfectly taken care of car to suffer these issuesThey are not addressing the fact that they are at faultthe Manager that I spoke with admitted fault immediately. Scottsdale BMW is where I got the original quote as my family has serviced this car there for years, and then I obtained a quote from New Dimensions with regard to windows now not properly functioning soon after the car washesThe fact that these things are directly correlated to the car wash and the Car wash machine "tool" used to wash my car is ridiculous and quite frankly scaryThat could cause serious damage to the people inside the car had the window fell down in the middle of the washThe excuse of the age of the car carries no value. They need to replace whatever the issues are and that is simple the legal thing to do at this junctureIt will cost me up to just with these problems aloneThere could even be extensive electrical damage that I am not aware ofThe Manager had me run it back through to see if it would happen again...That is a problem in and of itself

While I can understand what the customer is saying regarding our attendant guiding him in, this is a high volume car wash and the equipment is designed to handle regular stock vehicles without damage occurringHowever, when aftermarket parts are installed, we can no longer be responsible for any damage sustained as a result of those aftermarket partsI'm sure *** was directing the customer forward just like any other customerAt the beginning of the car wash conveyor, we have a device called a Corrallator that safely aligns wheels to the center of the conveyor when either the attendant did not give good directions or the customer was not following the attendant's directionsThe height of the guiderails are safe for any standard, stock tire and wheelBut low profile aftermarket wheels enter at their own riskThis is why we post a large sign warning customers about aftermarket or non-stock items

I don't understand Mr*** complaintI offered in my first response to refund him the $less the cost of the car wash he received that dayAll he has to do is call our office and speak to the Office Manager, ***. Our number is ###-###-####*** ***

I called this customer earlier today and explained why I did not feel the car wash was responsible for the damage to her wheel coverThis is an express exterior car wash only and we do not touch anything on the car before we send it through The car wash tunnelIf that wheel cover was
loose when she arrived, then that would explain how during the air drying process, The powerful air drying system was able to blow off the wheel coverBut again, as I explained, it only was allowed to come off because it was looseOur employees did not touch or loosen the wheel coverWe wash many other vehicles with wheel covers and do not have an incidentA few minutes after I talked to this customer, I called back in an effort to offer a compromise as a gesture of goodwill and a customer courtesyI will offer up to $towards the cost of her replacing the wheel coverThis is not an admission of guilt, but only a gesture of goodwillIf the customer accepts this offer, she can reply through the Revdex.com and I will contact her directly

I'm sorry, but our Manager personally gave this customer the mirror casing and the clip on it was already brokenThe customer told our Manager not to worry, that he would glue the casing back on to the mirrorThe car is years old, regardless of the make or model, plastic is plastic and it gets brittle in the Arizona heat and eventually breaksAs for the windows not working now, this is news to meI guess if we wait long enough, something else will fail and of course it is because he had the car washed. Please explain to me how washing a car with water on the outside surfaces can damage the window operationBack to the plastic, there are plastic and rubber seals on the doors and windowsThese parts too become old and weak and could allow water to seep into the door panels. But the "Cause" of the water seepage is bad seals, not bad water. A heavy rainstorm could possible cause the same resultI am no longer offering to pay $for the mirror casing and I deny any liability for damaged windows.J.RR***

** *** *** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** ** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** 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,
*** ***

I apologize that this customer has had such a disappointing experience after purchasing our Unlimited Wash PlanThe plan sells for $each month, but is discounted $on the original purchaseI apologize that our sales attendant did not carefully explain that and the fact that it is a
recurring monthly chargePlease have the customer call the office directly, not a voicemail, at ###-###-#### and our staff will refund any charges for services she did not receiveCancelling the Unlimited Wash Plan should be an easy transaction and I'm not sure why this customer had such difficulties.JR R***

My understanding is that Chris Tafoya, a General Manager for our company, has contacted the customer and made arrangements to have the clip on the bumper repaired

It is not known by the customer's complaint which location of ours she visitedIt is also not clear how old this vehicle isUsually, when a Site Manager believes our company has liability is a damage claim, they complete a Damage Report and forward it to our officeEven then, someone at our
office makes the final determination on whether our equipment is the cause of the damage I cannot find a report for Ms***. I suspect the manager denied responsibility for the damage. All taillights, headlights and moldings can be washed safely through our car wash tunnels if they are securely fastened to the vehicleDepending on the vehicle's age, the clips or adhesive that secure them to the vehicle can become weak and susceptible to coming off while being washed in our wash tunnels. But let me be clear, the cause of the taillight coming off is weak clips, adhesive or however it is attached to the car. Our equipment does not have the ability to "grab" the taillight and rip it off the car. It has to be loose or damaged before the car is washed. Sometimes a Manager will offer a customer one or more free washes only as a courtesy and good faith gesture, but not as an admission of guilt. Super Star Car Wash does not accept responsibility for this damage claim by Ms***

This customer purchased a Special Package offer we were running a few months agoThe three free washes he references are issued by the POS System as part of the purchaseThis offer is no longer availableThe Manager Shawn tried to explain this to himLike any other business, offers come and go
and the current offer only includes two free washes which were issued to himThe location managers are not authorized to make changes to packages offered in our POS SystemWe can refund this customer the $he claims he paid for the service if he has not received itOf course we will want our two free car wash cards returned and he will have to pay for the wash he received on the day he purchased the packageIf he has used either of the two free washes, he will have to pay for those as wellRegarding us selling off locations due to poor service, this customer is wrongThey were sold because they were old and no longer fit our image standardsSuper Star Car Wash is currently in construction on two new locations and two more will start construction later this year

[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 ***, 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,
*** ***