Super Star Car Wash

I have already responded to this customer on her [redacted] Review. I first offered to redo the detail service areas she complained about and also offered her a $100 gift card. After making that offer, I again spoke to the Manager and staff that worked on her car. All of her issues were...

resolved on her second visit. What cannot be resolved is the deterioration of the clear coat on the top surfaces of the paint on her vehicle. This damage to the clear coat is the result of exposure to the sun and other weather elements. As 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 paint. It may look like left over wax residue, but it is the clear coat breaking down. Any reputable Paint and Body Shop will agree with my comments. Before our Detail staff did any work to her car, the paint was in terrible shape. That's most likely why she paid us to work on it. My original offer of a $100 gift card is still available if she wants it, but we will not give her a refund for work that we did properly. The problem is with her paint, not the quality of our work.[redacted]

Super Star Car Wash is not changing its position. When we offered to pay to replace the sunroof glass and the back glass it was offered as a settlement to the situation. not as an admission of guilt but as a customer courtesy. He agreed and signed the document we wrote. You can leave this file as unresolved although we believe it is resolved by his signature as acceptance of our offer.

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 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,

Before Miss [redacted] filed her Revdex.com complaint, she posted the same remarks on Facebook. I responded to her Facebook post and also spoke to our office manager. Miss [redacted] fails to tell you how belligerent she...

was and the profanity she used when she called the office. However in an effort of customer service I had the office call her and negotiate the refund. Miss [redacted] then posted on Facebook that she received the refund and was satisfied and didn't feel the customer should have to go through this process. 

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]

Our Manager, [redacted] did attempt to call Mr. [redacted] twice and left a voicemail. We are offering to do the service again but must caution that we have not seen the condition of the car yet. If it is something we did, of course we will fix it. We use [redacted] Products and there is nothing caustic...

enough that would damage trim pieces. [redacted]

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

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. 

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,

Hello I'm a value 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 a 150 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 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

My name is [redacted]., and I am the Manager at the Corporate Office that returned this customer's call. I called the same day I received the message. I apologized and explained that even if our Store Manager had promised to call back after viewing the security video, the views are limited and cannot see...

inside a customer's car. In the Lube Centers, several employees get in and out of the cars, so even if the cameras could show the car, we wouldn't be able to determine which employee might have looked in the console compartment.  Even at that, we don't have any proof other than the customer's word that the $40 existed in the first place. Short of calling the customer a liar, we have no proof that anything was stolen. We have signs posted advising the customer to manage their valuables for this exact situation.   We cannot begin to replace every item or money than any of our customers report to be stolen. As a courtesy to the customer, we offered to give her a $40 Gift Card for our stores. I am sorry but that is the best I can offer.

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

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 have attached photos of my damaged car in a Word document, none of this damage was preexisting, and this damage was caused by this carwash.  If the claim that it was cold water on a hot car, the damage would have occurred during the wash phase when the cold water hit the glass, not the air drying phase of the wash.  This damage happened as soon as the blowers came on during the drying cycle.  The manager looked at two shattered pieces of tempered glass the next day and determined the glass had large preexisting chips? This is impossible!  Tempered glass does not chip, it is designed to shatter upon impact. My car was bombarded by something exiting the blower and caused all of the damage. I was in the car when this happened, I heard something hitting the car, I felt something hitting my car, something hit my car and caused this damage.  

Regards,

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

I have spoken with three different employees that used the key to start and drive the car. All three of them report that the key was already coming apart. One of them reported this to his supervisor before he drove the car. Although the key was already broken, Super Star car wash will pay 1/2 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.[redacted], Operations

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

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 wash. This customer always purchases the $10 Everything Wash. The $16.95 Plan purchased...

only includes the $5.00 Express Wash. I believe this is why [redacted] made comments to the effect "you can't get what you didn't pay for" Anyway, We can upgrade the customer to the $26.95 Monthly Plan which will give the customer the $10 Everything Wash on each visit. If the customer washes their car every week, they will save about $13.00 per month. If 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 received. At enrollment, customers get the $10 wash free. At that same time, the customer pays for the price of the plan less a $10 one time discount. The 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.  [redacted], Operations

I am sorry, our position has not changed.[redacted]

I called this customer earlier today and explained why I did not feel the car wash was responsible for the damage to her wheel cover. This is an express exterior car wash only and we do not touch anything on the car before we send it through  The car wash tunnel. If 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 cover. But again, as I explained, it only was allowed to come off because it was loose. Our employees did not touch or loosen the wheel cover. We wash many other vehicles with wheel covers and do not have an incident. A 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 courtesy. I will offer up to $100 towards the cost of her replacing the wheel cover. This is not an admission of guilt, but only a gesture of goodwill. If the customer accepts this offer, she can reply through the Revdex.com and I will contact her directly.