Super Star Car Wash

Unfortunately, Super Star Car Wash sold this location in July of 2015. We have no control over their Management or operation. I am sorry, but we cannot help this customer. J.R. R[redacted]

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 untrue. I 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 7-28-2015. I have also posted photos on [redacted] and sent them to the business without response. Aside from my initial contact with the business, this is the only other time I have heard from them. I have already taken the car to another place to have it redone. I have documents showing this as well. Clearly 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 preformed. The 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 sun. I have a letter that has been stamped by a notary from a Kia dealership attesting to this. Furthermore, the lack of response to the Revdex.com and my emails clearly show that Superstar Car Wash is less than responsive to their customers. Please consider this closed as I wish to seek other means of resolution.
Regards,
[redacted]

Wendy from Super Star Car Wash ([redacted]) called on 10/23/15 and was able to find the confirmation cancellation number that was submitted online on 9/32/15. She stated that the company sent an email to me on 9/25/15 because they do not own that location and if I am being charged, it is from the 51st avenue location not from Super Star Car Wash. Wendy stated. "I would go over there and say that you've been trying to cancel and you just haven't been able to, to see what they can do, if they can refund that money back and cancel your pass." I never received any communication after the confirmation for the cancellation on 9/23/15 from Super Star Car Wash. I asked how is it that this company has the same name and it on their website. Wendy confirmed that a few months back we did sell the car wash we do not own it anymore. She states that she knows that the new company can issue refunds at the location. She recommends going to the bank.I called the 99th avenue location ([redacted]) to see if they knew the new name or had the phone number for the business located at 51st avenue. I spoke with Jason and he stated 6 months ago another company acquired 2 properties at 51st and 67th. He asked around and no one knew the new company name or the phone numbers.  Jason said the outside of the building may still say Super Star but they are not own by us and are in the process of changing their names. He apologized and said I would need to speak with a manager there and he didn't have any more information. I called the location number listed on the website ([redacted]) and the phone rings then a voice states please enter your remote access code.I pulled up my account to look at all the charges. I found 1 in July that said Quick Clean 51 st avenue car wash and 3 (Aug, Sept, Oct) that say 51 st avenue car wash. I googled both names and I can not find any information for the new location. Someone charged $99.80 to my account under 2 different company names, after I visited Super Star Car Wash in June 2015. I had to cancel my bank card. Lesson learnt, I will use cash or wash my own car. [redacted]

I called Mr. [redacted] regarding his mirror.  He sent me pictures of the mirror. You can see the rust and weakened area on one of the bolts that attaches the mirror to the car. Our Manager Patrick showed this to Mr. [redacted] and explained that the mirror was already damaged and weakened before it went through our car wash.  Patrick explained that this mirror would not have fallen off if all of the bolts were solidly attached. Super Star Car Wash is not accepting responsibility for this mirror. However, in the spirit of Customer Service, we will offer Mr. [redacted] a $75.00 credit towards the replacement of the mirror. Mirrors such as his can be purchaed at Certifit, LKQ and AutoZone for close to that amount. J.R. R[redacted], Operations Manager

Our Office staff has spoken to the customer and referred her to the Location on [redacted]  The name of the new company is Clear Skies. The Managers on duty do speak English and she needs to cancel the service there.  When we sold the business on July 11th, 2015, all of the...

accounts that were on the Fast Pass Plan stayed with the new owner. Super Star Car Wash does not have access to those credit card accounts to cancel the plan or to give a refund. J.R. R[redacted]

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]

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. Even though,  I do not agree with the tale story as to what may have happened. You failed to address the straight scratch that went from the front to back on the drivers side. But it is apparent that you will say whatever to avoid ownership of the damage that your equipment caused. I will take your offer to buff it out and hopefully it will be resolved. Please send me the details as to which locations I can visit and whom I should speak to. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[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. R[redacted]

Regarding the complaint by Mr. [redacted], It is true that there was an accident to his car while we had possession of it for a Detail Service. Super Star Car Wash accepted liability for the accident but when we sent Mr. [redacted] for an estimate of repairs, it was discovered that the repairs would cost...

more that the value of the car. We tried to make a settlement directly with Mr. [redacted] but he wanted far more that the vehicle was worth. At this point we submitted the claim to our insurance company. I apologize if there was a time delay in getting to this point as well as a delay in the adjuster for our Insurance Company to make contact with our GM. My understanding is that our Insurance Adjuster has communicated with Mr. [redacted] and is in the process of arriving at a settlement for the damage.[redacted], Operations

The reason [redacted] denied [redacted] claim is because the scratches on her car were in a circular motion. The brushes in the car wash equipment spin in the same direction as the car is traveling. It is impossible to create circular scratches. [redacted] said it looked like someone, not necessarily [redacted]...

[redacted],  had set a box on the car and when removing it, they may have turned the box to get a better grip on it.  We are not sure if that indeed is what happened, but we definitely are certain it did not happen in the car wash. We contacted [redacted] at Blue Wave Car Wash on [redacted]. He is not affiliated with our company but said he would offer her a 15% discount to buff and wax the areas she complained about. Super Star Car Wash also has Detail Centers, but only in the [redacted]. If [redacted] wishes to drive to one of our locations, we will buff and wax those areas at no charge and as a courtesy only, not as an admission of guilt. If the scratches are light, they will all come out. If they are deep and down to the primer, they will not come out but will be less noticeable. Again, these kind of scratches could not occur in our wash tunnel. [redacted], Operations Manager

Revdex.com:Although I feel the respondent is in error that there was never a buy one get one free promotion at this site because there certainly was shortly after their Grand Opening. However,  I have received a refund from this business and as I don't intend to ever do business with them this is satisfactory to me.  My son who was also sold the deal under false pretenses will be contacting them and following this same route if they do not rectify his situation.
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]

Dear Mr/Mrs [redacted],  I apologize that our attendant did not clearly explain our Unlimited Wash Plan to you.  We will absolutely refund you any charges in months where you did not use the plan. However, if you already started the process of cancelling the charges at your bank, we must wait...

until the Bank issues any chargeback credit to your account and removes those credits from our account.  Otherwise you will wind up with double credits and we will pay out double credits. Did you leave your name and telephone number on the Voice Mail we use for Customer Service?  Our staff at the Office is pretty good about returning calls and handling this type of dispute. I will give you a direct number you can call and they will tell you the process that will be used to get you your refund.  Please call [redacted] Mon-Friday 8am-5pm. We appreciate your business,[redacted], Operations

I am sorry that Ms. [redacted]'s account has been being charged monthly without her knowledge. I am a little confused when she says she hasn't been able to contact us. We have a number listed on our website for customers to leave a voicemail, we also have a feature on the website which allows customers to...

cancel their membership online, and finally, we have a form at the carwash where she signed up that allows customers to cancel on the spot. If she will call our office at ###-###-#### and explain her situation, the office staff will help her.[redacted]Operations Manager

After speaking with the Car Wash Manager, the Car Wash Assistant Manager and the Lube Manager, we're not even sure we washed his car that day.  He drove in complaining of the damage.  The damaged piece is the plastic inner lining inside the wheel well of the car. Our Lube Manager used some spare screws to reattach it to the car. Our equipment cannot reach inside the wheel well to cause the damage. Super Star Car Wash is not responsible for the damage to this car.

I'm sorry but I need a little more information before I can research this claim. Which Super Star Car Wash location was the customer at? What is the name of the Manager? Where is the scratch?Please answer these questions and I will try to help.J.R. R[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[redacted]

I have already answered this complaint from the spouse who reported the same incident a few hours ago. This husband and wife team came in together and when one of the cars reached the finish area they demanded that we apply dressing to the car inside and out. Our employee and then manager...

explained that they did not pay for that service and had  to pay for it if they wanted it performed. The customer then started yelling at the manager and employee and told the manager to have his [redacted]  do the service. When the manager again declined unless the customer paid for the service the customer then yelled out that he was going to call INS which I'm sure he meant ICE.   At that time the manager asked about the customers to leave.

My car NEVER had any tire damage on any wheel that car wash did all damage

Better...

Business Bureau:
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]

Jason has tried to explain to this customer that the damages on his vehicle are below what our insurance deductible is.  Our insurance company will not be involved. We have asked the customer to get an estimate from our body shop not because they give us any discounts, but because they are fair...

and guarantee their work.  Whenever we get multiple estimates for the same damage, our body shop is usually a little higher in cost.  But again, we trust them to only estimate what was really damaged, not other previous damage.  We will pay to have the customer's car repaired at another body shop as long as the estimates are close.  Even if the other body shop is a few dollars higher, we will still pay to have it repaired their, we just need a comparison estimate.