Super Star Car Wash

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.
I had tried to contact the Super Star Car Wash one day after the purchase, and was told I needed to contact their corporate office.  I called the corporate office and left a message. No one ever returned my call. Then I contacted Revdex.com for help.  After your office looked into the matter, you passed on the information from the business which instructed me to contact their corporate office.  I have called and left messages twice in the last three days, and have still not received a response. Your office passed on positive information from them, and I was looking forward to getting my money back, but now it seems they are avoiding any follow through on what they told you. I would appreciate your assistance.  Thank you very much.
[redacted]  ###-###-####

I apologize for the slow response.  I did speak with [redacted], the Manager of the facility. He told me very similar facts as reported by the [redacted]. However, on the second visit, when it was discovered that the rubber trim had again fallen off the sunroof guard, [redacted] could not find it...

in the tunnel and could not tell from video what had occurred. He apologized and offered to look for the piece later that night in the conveyor pit as it was too busy to stop the car wash tunnel at that time. The [redacted] said that was not acceptable. They demanded he stop the tunnel immediately. This is probably why they claim [redacted] was rude, but he kept apologizing and asked them to leave their phone number so he could call them once he looked for it that night. They refused to leave him their phone number. Later that night, [redacted] did find the trim piece and he still has it. Another fact that hasn't been mentioned is that while the vehicle is a new 2015 model, the sunroof guard is an aftermarket item. It might have been installed by the dealer, but it did not come that way from the manufacturer. This is why we have a large sign posted warning customers about aftermarket, non-factory items.  We can never be certain of the quality or installation of aftermarket parts. This item will continue to come off in any carwash with strong air dryers such as ours. It will need to be heavily taped to try and prevent it from coming off. Again, we have the trim piece that the [redacted] claim is missing. They can pick it up at any time, Tuesday thru Saturday, when [redacted] is working. J.R. R[redacted]

Thank you for your review on [redacted] and for contacting the Revdex.com. I apologize that our sales employee was not clear in presenting our Unlimited Wash Plan. There is no Scam intended, just a salesman who isn't following policy. When we discover that an employee is not explaining the Fast Pass Plan...

correctly, we retrain or replace them. I have contacted our office staff and instructed them to post a refund of $16.95 to your credit card when you call in. They have your name. We have never had a "Buy one, Get One Free" wash promotion at this site. What 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 issued. The voucher is Time Sensitive so it does expire Five Day later at the exact time of day when it was issued. We 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[redacted].  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 guiderail. Only the Driver Side wheels fit inside the conveyor guiderails. Jason 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 side. This is why we denied the claim then and continue to deny the claim now. This damage occurred somewhere else and the customer just noticed it after getting his car washed so he naturally assumed it happened at the car wash. J.R. Ruelas, Operations Manager

Thank you, this is acceptable to us and we appreciate it. We can't order until payment though. We are willing to sign whatever release of acceptance you would need from us though. We just need to know the next steps. Thank you for working with us. 
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 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 8 am to 5 pm at ###-###-#### and someone there can process your $4 refund. JR

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 report. The handle is very worn and would have broken at some point soon. It was not...

negligence of our employees. We offered to buy the part at our cost from the Dealership and replace it ourselves. This would cost us approximately $50. We offered this as a customer courtesy, not as an admission of guilt. After being verbally assaulted, the Manager took the offer back. However, we will still order the part and install it ourselves or we can give the customer a Super Star Car Wash Gift Card for $120.00.[redacted]

This customer is confusing our comments that the equipment was malfunctioning with the fact that either he or the other customer caused the collision of both cars in the tunnel. Our computer that tells each wash, soap and rinse arch to turn on and off was having problems. The customer he referred to...

did not get properly rinsed, therefore we had to rewash the car. As for this customer, the conveyor chain that pushes the cars through the wash tunnel is made of heavy steel. Every 3' 4" there is a roller/dolly that pushes the rear tire of a car. The guiderails that keep the tires aligned are also heavy steel coated with plastic. The guiderails do not move. It is impossible to load the cars onto the conveyor too close together because of the spacing of the rollers/dollys. It is impossible for the conveyor to shove one car into another because the spacing of the rollers/dollys does not change. We have signs posted instructing customers: Hands off steering wheel, foot off brake, put in neutral. If two cars collide while in the wash tunnel, one of the drivers did not follow the instructions by either stepping on the brakes, turning the steering wheel or putting the can into gear. In this case, we have the customers exchange insurance identification so they can resolve the driver error issue. Super Star Car Wash is not accepting any liability for the collision this customer had in our wash tunnel.J.R. R[redacted]

After discussing the facts of this customer's claims with several members of our staff, it appears that our Sales Staff did not clearly explain what we could or couldn't do regarding the scratches on [redacted] vehicle.  I apologize for that. I also apologize that we did not have the...

vehicle ready for delivery when she arrived to pick it up. I further apologize that she was not contacted swiftly and given the help necessary to address her needs.  I am authorizing a refund of $129.95 to her credit card. All she has to do is call our Corporate Office at [redacted] and refer to this response to Revdex.com. We appreciate her business and hope she will give us the opportunity to serve her again in the future.[redacted], Operations

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,

Thank you for your review on [redacted] and for contacting the Revdex.com. I apologize that our sales employee was not clear in presenting our Unlimited Wash Plan. There is no Scam intended, just a salesman who isn't following policy. When we discover that an employee is not explaining the Fast Pass Plan...

correctly, we retrain or replace them. I have contacted our office staff and instructed them to post a refund of $16.95 to your credit card when you call in. They have your name. We have never had a "Buy one, Get One Free" wash promotion at this site. What 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 issued. The voucher is Time Sensitive so it does expire Five Day later at the exact time of day when it was issued. We appreciate your business[redacted], Operations

Hello I'm a valued customer of the 99th Ave and McDowell super star car wash. I usually go and wash my car every week with one of the mega washes. At least ones a month I also do a complete detail of the car. Recently there was an offer for a discounted price on the gasoline with the purchase of a wash. I bought and payed for a complete detail including shampoo of the interior, a150 Dollar value. I also decided I wanted to take advantage of the gas price discount at that moment it was 1.52 per gallon when usually it would be 2.02 per gallon on unleaded gas. When I went to the register I advice cashier I wanted the gas prices as well but they told me I would not be able to obtain it due to me not buying the wash at the pump. In order to get the price on gas the wash had to be purchased at the pump. Unfortunately the pump doesn't sell details only basic washes. I was highly disappointed I was told there would be no possible way for me to get the discount since I didn't buy a basic 20 dollar wash but yet I bought an 150 dollar wash. This is by far one of the first bad experiences I've had. I am not sure if it's something that pertains to chevron or super star but it needs to be fix asap. At least please have more notifications of how it works. I am really having second thoughts of continuing my business here. Yes I would like a response to this issue.

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. I had tried to contact the Super Star Car Wash one day after the purchase, and was told I needed to contact their corporate office.  I called the corporate office and left a message. No one ever returned my call. Then I contacted Revdex.com for help.  After your office looked into the matter, you passed on the information from the business which instructed me to contact their corporate office.  I have called and left messages twice in the last three days, and have still not received a response. Your office passed on positive information from them, and I was looking forward to getting my money back, but now it seems they are avoiding any follow through on what they told you. I would appreciate your assistance.  Thank you very much.

[redacted]  ###-###-####

Ms. [redacted] me with [redacted], one of our General Managers and he offered her a refund of $100 for her detail service.  She accepted.[redacted]

[redacted]  [redacted]

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,

I find it odd that even the customer admits it takes considerable strength to take this will cover off. Are we to imagine that the car wash equipment has fingers and knows exactly how to pull this off? Of course the wheel cover was loose. My offer is still $100  and that is still a goodwill gesture, not an admission of guilt.

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 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. I contacted the business today as instructed in their response & awaiting a return phone call. 

Regards,[redacted]

We apologize that Mr. [redacted] was involved in a vehicle collision. As we explained to him, our employees are never in control of a customer's vehicle. He have posted Warning and Instructional Signs throughout the property warning customer of potential hazards.  One of them is Driver...

Negligence. Our conveyor equipment is configured in a manner to provide a safe and damage free wash through the car wash tunnel provided the customer follows all of the instructions both on our signs and those verbally given by our attendant. If they don't, and say perhaps step on the brake or, turn the steering wheel, it could cause the vehicle to jump the roller that is pushing the vehicle through the tunnel. This constitutes Driver Negligence.  We even have a second safety roller in case the vehicle should jump the first roller, the second roller is designed to keep the vehicle moving forward and prevent the next vehicle behind it from running into it. In this case, just as Mr. [redacted] wrote, the driver in front of him did something to make his vehicle jump both rollers. Mr. [redacted], not guilty in this case as he was allowing our equipment to push him through the tunnel correctly, ran into the back of the Ford Explorer. It's unfortunate that Mr. [redacted] was not able to speak with the driver of the Explorer as that vehicle drove off. Our Manager viewed our security video to see if he could see a license plate on that vehicle but could not. Super Star Car Wash is not responsible for the collision between Mr. [redacted]'s Honda Accord and the Ford Explorer.  Both vehicles were in control of their respective drivers. [redacted], Operations Manager

My original offer remains the same.