Super Star Car Wash

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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]

I I'm not sure where to reply about my case ....

You asked for more info on complaint id # [redacted] . The scratch is on the back of my car going diagonal/ horizontal under the spoiler . The manager was a white man with glasses , I'm not for sure but I believe his name is Andrew . The car wash used to be Super star Car Wash & I believe is now called 67th Ave express car wash & the address is 1740 N 67th ave Phoenix 85035 . I have a picture of the scratch as well if you need it . I'm very upset with the attitude and service I was given . I would just like the small scratch repaired being my car is brand new( Also another coworker was there as witness )Sincerely , [redacted]

Hello,I did went back to the car wash to talk about the damage to my wheels and after I talked to Jason I was not able to come to an agreement because the following facts below:the facts provided by Jason were:That any of the moving parts will not touch my wheels( there are brushes that scrub car wheels when they pass not on passenger side but the opposite site where the damage happened) He said that most of the cars that get washed there, never had any damage( there are not written facts or documents that prove that statement, I would have to run an investigation to get that type of data and the includes the type of wheels that myvehicle has 26" size wheels and tires to believe that statement) also, I will have to run my vehicle several times and not just one time and inspect closely the moving parts that can cause this damage(this will take time and money for customers to prove)my biggest concern is that things may happen to vehicles and since there are many procedures that a customer may need to take prior and after every wash, such as an inspection around the vehicle before and after and must of the customers will not dothat because they have to trust this company, and if the customer does not check the vehicle after the wash and drives away and comes back after he gets home and realizes that some thing happened customers are out of luck.but at the end I was just a victim of a process that is so hard to prove because the wash car company will not help legitimate customers when this problems happened. the reality is that It will be so hard to prove specially with employees that will look after the company that employs them than the customer that pay for a services and end up getting another expense because there are not better processes that can be enforced by this type of business.Best regards,[redacted]

Although we disagree with this customer's assessment of the finished detail work, one of our General Managers, Chris, did agree to refund the customer the original $200 he paid for the service. If he has not received the refund of $200, please have him call the Corporate Office at 6[redacted] and...

ask for the Office Manager, Yesenia.  She will know whether a refund has already been issued or not.

I am sorry this customer had such a bad experience. Unfortunately, this location on [redacted] is not ours.  We sold it two years ago.  It is owned by [redacted], Inc.  I do not have a number for them.  J.R. R[redacted]

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 it. Adhesive 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 right. I am sorry buy we do not accept responsibility for this customer's taillight damage.

I am sorry the customer was not pleased with the detailing service.  I'm not sure what all the circumstances were but it sounds like the Manager offered to do the service again.  That is our policy.  We can even send her to another location if that is her wish.  The only other...

thing we can do is give her a Wash Gift Card for the $80.00 she is requesting.

I am sorry we have not been able to deliver on the Prepaid Detail service purchased. We can absolutely exchange the value of the Prepaid card towards Prepaid car washes.  Just ask the customer to email me directly at [redacted]@superstarcarwashaz.com and I will set up the exchange.

I have reached out to our Office Staff and asked them to contact Ms. [redacted] and cancel her account and issue her a $16.95 credit.[redacted]

Please have Ms. [redacted] call our Main Office again at ###-###-#### and ask for either [redacted] or [redacted]. I have instructed them to issue a refund for the months Ms. [redacted] was charged less the three months she was already refunded by her bank. I apologize for the inconvenience. Our staff cannot...

help our customers once the customer has initiated a stop payment at the bank. However, once the customer can produce statements showing all of the charges and the credits issued by the bank, we can refund any months where the plan was not used.  [redacted], Operations

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 incomplete. I wasted 4 plus hours of my time for a terrible detail even the manager stated this should have never happened. I will not waste anymore of my time at a Superstar. I also have pictures of everything that was missed and it's inexcusable for $160.00. I don't ever want to receive service from this location nor company based off how difficult and unprofessional everything has been. I 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 of. I 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.

Please accept my apologies for this inconvenience to the customer. Please have the customer call our corporate office at ###-###-#### and we will figure out how to give him a refund less the amount of the car wash he received that day. We always give a free carwash, usually the Mega Star Wash with a...

value of $26.95.  [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 [redacted], [redacted] and [redacted] for close to that amount. J.R. Ruelas, Operations Manager

Sorry I must have missed the email regarding Mr. [redacted].  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 damage. We are not accepting liability for the damage on Mr. [redacted]’s vehicle. If you need me to reply on the typical Revdex.com form, please resend it. Regards, J.R. R[redacted]

Mr. [redacted] was contacted by Chris T[redacted], 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 10-13 days. In the interest of Customer Courtesy, Super Star Car Wash will offer Mr. [redacted] $250 towards the repair of his wiper.  Please let me know if he wishes to accept this offer.

I apologize that it took so long to have a GM from our company call Mr. [redacted] I have not spoken with Chris or the site manager but I'm certain that they will tell me that there was some scratch or scrape indicating previous damage to the mirror. Perhaps it scraped a garage door entrance or was...

hit by a shopping cart or by another car. In any case, I am sure that it had to be partially loose for the car wash equipment to knock it off the rest of the way. We wash several hundred cars each day unless it is raining and if our equipment was faulty, we would be knocking off every mirror on every car. However, in the interest of Customer Courtesy, I will offer Mr. [redacted] $75 towards the repair of his mirror. All he needs to do in email or fax me a copy of his receipt and I will send him a check. He can email me at [redacted] or fax the receipt to me at [redacted] Again, I apologize that it took so long to address this issue.J.R. R[redacted] Operations Manager

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.
Regards,
[redacted]

I am very sorry this customer had such a terrible experience. Unfortunately SuperStarCarWash no longer owns this facility on 51st Ave. and Roosevelt. Since we do not have any of the credit card information used to establish the account, we are not able to do anything to cancel or credit any...

revenues back to the customer.  The customer will have to visit that location directly and have their office cancel the account and issue a credit. Once again, if we owned that location we would be able to take care of it at our corporate office for SuperStarCarWash.

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 loose. The 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 vehicle. It'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 loose. Then, 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 day. Other bumpers do not fall off because they are properly attached to the car. I am sorry, but Super Star Car Wash is not responsible for the damage to Ms. [redacted] bumper.[redacted], Operations

I will speak with the Manager, Patrick, regarding the customer's claims and then either I or another General Manager will  contact the customer