Super Star Car Wash

I am sorry, but as previously written, there had to be previous damage to the bumper. Ms*** should submit a claim to her insurance and I can speak with them explaining the same thing.*** ***

I apologize to the customer for the runaroundWe will honor their request for a payment of $to replace the missing partsThey can mail or scan and email the receipt to me and I will process a check at the office or I can authorize a cash paid out at the location.Once again, please accept my
apologiesWe will honor the original settlement. ** ***

July 1, 2018 my Jeep went through the carwash as usual like the other 7 times before. This time the roller caught my light bar and shattered my windshield. Apparently the Manager Jason thought by running my Jeep through the car wash 3 different times was the answer. He then shows me the broke window by stating my Jeep should have never went through their car wash?!?!? Funny thing is not once was this explained to me or my husband by any Super Star Car Wash employee before they took $80 out of our bank account every month for the club membership. In fact that day was the first time a sign hanging on the wall of no liability was presented to us, months after we joined the membership. It has been nothing but chaos trying to get some simple courtesy from this company. A General manger Oscar called and said this happens because of the heat, Jason and Jose the car wash managers on site said because I had a small crack at the bottom before they would only cover half. 12 days later no call back from anyone who will is going to pay or even apologize... Terrible service and I do not recommend this car wash to anyone. What happened to customer service not everyone wants something for free but just some one to be accountable... No option on this page for - no stars because that would be my rating...

One photo is the left tailight. The machine took off the protection plate which was very well glued lights they are less than 3 years old whole vehicle was redone ( Updated) It is a 2004 Range rover hse super charged and still a baby ( low miles).Has always been garaged kept. A few free carwashes are a disgrace for me having to pay 250$ out of pocket for a taillight that was not broken before paying 8$ for a car wash.

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,
[redacted]

Super Star Car Wash Lube Center is denying any responsibility for the damage claimed by Mr. [redacted]. For starters, the Lube Invoice isn't even in his name, so technically he was not a customer of ours. Suspiciously, the employee that worked for us and Mr. [redacted] claims is his friend quit the...

day Mr. [redacted] first complained about a leak on his car. Mr. [redacted] didn't bring his car back to our shop until four days later, because he had gone out of town, so the rental car was rented because his car is in terrible shape with 208,000 miles on it. His car is badly banged up and the bumper looks like it is ready to fall off. Mr. [redacted] did not even bring the car back himself, he had another friend bring it. Our Manager, [redacted], looked at the pictures of the supposed oil leak and noticed that the spill on the driveway is on the opposite side of the engine where the oil pan plug and oil filter are located. The fluid leak is coming from the Transmission plug, which [redacted] showed to the friend of Mr. [redacted]. We did not service the Transmission.  In fact, the service invoice we completed shows that the fluid level for the Transmission was OK, We did not top it off with new fluid of any kind. Again, Super Star Car Wash in not accepting any responsibility for the damage claimed by Mr.[redacted].[redacted], Operations Manager

The conveyors in all of our Car Wash Tunnels are approximately 100 feet long. The conveyor is on the Driver's side of the vehicle only. Each side of the conveyor track consists of a plastic covered steel guiderail that does not move. Once a car is positioned onto the conveyor, all four wheels of the...

vehicle are lined up with the same direction of the guiderails. If not, we could not have loaded the vehicle onto the conveyor. Our attendant points to an instructional sign that advises the customer to: Place car in neutral, Do not Brake, Do no Steer, and to lower antennas. Out attendant pushes a button to activate a trap door that allows a roller to come up behind the rear wheel of the vehicle and push the vehicle forward through the wash tunnel. Again, the guiderails DO NOT MOVE. If the customer does not touch the steering wheel or step on the brakes, the vehicle will move through the wash tunnel without a problem. However, if the customer turns the steering wheel or steps on the brake, it could cause the front tire of the vehicle to roll over the guiderail. Keep in mind, the customer is in the vehicle and his or her actions are the only ones that can change. Again, the guiderails DO NOT MOVE. For this reason, our attendant told the customer he must have done something to cause his vehicle to jump the conveyor. We wash several hundred cars per day through this wash tunnel, and unless the customer interferes with the process of moving the vehicle through the tunnel, all cars travel through the wash tunnel without incident. For all of these reasons, Super Star Car Wash denies any liability for the damage to this vehicle.[redacted], Operations Manager

I have spoken to Mr. [redacted] regarding his mirror. When Mr. [redacted] returned a day or so later to look for his mirror housing, Trey pointed out to him that there was previous damage to the mirror housing and in fact the clips that hold it on were broken. Mr. [redacted] told him not to worry and that...

he would glue the housing back on to the mirror. I did not call Mr. [redacted] at first because I thought the issue was resolved. After Mr. [redacted] called two or three times, I did a little more research before calling him back. Trey, our Manager at that store confirmed that there was not an issue on the day the mirror housing was picked up. Mr. [redacted] was simply going to glue it back on as if he had done this before.  There was never any comment make to Trey that he believed the car wash was responsible. We have a sign posted regarding plastic parts and pieces. This vehicle is 13 years old and plastic is plastic, even if on a BMW. The casing was previously damaged.  Super Star Car Wash is not taking any responsibility for the damages claimed by Mr. [redacted]. J.R. R[redacted]

I was able to speak with the Manager, Jose, who is the Manager who assisted the customer.  The facts that she is reporting are different from what really happened.  Jose tried very hard to please her.  However, we will refund her the $80.00 she is requesting.  She will have to return to that location and ask for Patrick or Jose and present her receipt.

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 file. During a three way call with her, her bank and our office attendant, even the bank said that it wash Ms. Rizo's responsibility to check her bank...

statement for charges.  Our policy is to refund up to 6 months for customers that did not realize what they were signing up for. However, 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 1 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.

We stand by our original comments and offers[redacted]

I was never personally contacted by anyone associated with the company about my situation

Our Manager did attempt to call Mr. [redacted] and left a voicemail. We would have redone the service and taken car of his issues. Now that he's had the work done somewhere else, that is not an option. We will give him a Super Star Car Wash Gift Card for $45.00 for the total he originally paid to us. He only needs to return to this location and ask for the Manager, [redacted], and [redacted] will process the card.[redacted]

I have spoken to Tina on the phone and we are going to refund her the value of the headlight restoration service and re-do the parts of the other detail services that weren't done correctly the first time.JR [redacted]

I did speak with our Manager, Jason.  He told me that he did meet with Mr. [redacted] and showed the customer that there isn't any equipment that touches the wheels on the passenger side of the car except for soft cloth or a bristle tire cleaner but none of the equipment on that side is hard enough to cause any damage.  The conveyor that tires/wheels ride in for guidance is only on the driver's side of the car.  I believe we even washed the car again to prove that there isn't any thing that matched up to the damage.  Super Star Car Wash denies any responsibility for any damage to the wheels of this customer's car.J.R. Ruelas

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 [redacted] 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 [redacted] Chevrolet.

I spoke with the Office Manager and she told me that since the customer had already submitted a cancellation for two months through his bank, that our office was refunding him another two months.  I apologize to the customer for the inconvenience.

I apologize to Ms. Cassidy that we have not been able to provide the detail service as promised when she made the original purchase. I can promise to have the work done in the timeframe promised or I can give her a complete refund less the price of the wash she received that day and any other...

Prepaid Washes she may have received as part of the purchase. Please have her email me at [redacted] and let me know what her decision is.JR R[redacted]

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 defective. However, in the interest of Customer courtesy, we are still prepared to offer Mr. [redacted] a $75.00 cash credit towards the repair of his mirror.J.R. Ruelas

This response is still very unacceptable by this car wash company. In regards to being truthful, this company is still making excuses. When working with the public, customer service is number one on the list. First off, I would not proceed driving my car into the tunnel without guidance. I have to make sure the attendant is their, did not move until he signaled me to do so. As I moved forward on his command, I proceeded slowly, felt something hit as my steering wheel jolted to the right. The attendant(TRE) kept telling me to move forward and proceed. At this time I trusted his judgement that it was nothing serious, keep looking at him and he had the same straight face as if nothing happened. So I went through the tunnel, as you know I can't stop the wash nor can I get out of my car to check. After I got out to the other side, I checked my wheels, where I felt the impact, front driver side. I saw the chip and I immediately went and told Tre, but again he gave me unacceptable customer service, as well as the person([redacted] ) that responded to this report. They have cameras, but aimed the wrong way, camera is on the right side of the entrance facing at a bad angle, does not show or aim to the important side which would be the driver side where the medal rails are exposed. So I am not sure why JR said he has seen the footage, and sees nothing wrong. I have pictures that I took the same day, just in case the try and cover up, their exposed piece if metal. Also, the carwash giving a number to get my own rim fixed is an insult. Basically they are telling me to take care of their mistake. Common sense communication, doing your job right, providing good customer service is the problem here. If you need pictures and video footage, I will submit them also.