Super Star Car Wash

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 am completely astonished and offended by your response. Once again where is the customer service and professionalism.The comments that were made of  my husband character being "belligerent: and that the manager got "verbally assaulted"is completely false. My husband got irritated at the situation like any other person that would have obtained the serviceyour manager gave us. Myself and my two kids where with him at that time my husband would never proceed with thatkind of conduct in front of his family nor disrespect anyone especially in public. Don't you think if he would have became thatbelligerent or your manager would have felt unsafe police would not have been called or a crowd of people would have followedthe situation. Your response is unacceptable what you just did is called "defamation" towards my husband's character.I have no interest in conducting additional business with your car wash so the $120 gift card is not an option. I would likefor you to let me know when the part will be ordered and when I can pick it up. I don't feel safe leaving my vehicle under yoursupervision or members of your staff to install this part, so I will take care of the installation. I do expect for the door handleto be original GM brand once again it's a 2007 Cadillac Escalade.

Regards,

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]

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]

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

We stand by our original comments and offers

I apologize to the customer for the runaround. We will honor their request for a payment of $60 to replace the missing parts. They 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 apologies. We will honor the original settlement. 

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,

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]

There were large pre-existing chips/cracks in both the moonroof and rear window. In fact, there is a large one on the front windshield as well.  I have pictures of all pre-existing damage. This weakness in the glass coupled with the hot temperature and the cold water is what caused the further...

damage of the glass to occur. The International Car Wash Association has done much research and documentation on this topic.  This damage to the glass doesn't happen every time a similar situation occurs, but it can always happen. Throughout the Valley, this summer, several hundred windshields will be broken at the various carwashes throughout the valley. Because this customer was picketing and talking to our customers and disrupting our business, we decided that as a good faith effort and customer courtesy we would offer to replace both broken pieces of glass on his car. The paint chips he mentioned are also pre-existing and not related to this damage. This customer signed a document that he accepted our offer to replace both pieces of glass and the process has begun. Super Star Car Wash is not accepting any responsibility for this damage, but as a customer courtesy, we have agreed to replace the glass.

We have left a voicemail on this customer's phone explaining why we denied his claim.  This location washes several hundred cars per day.  If there were something in the cloth equipment that was scratching cars, we would have scratched several cars that day. We did not have any other...

complaints regarding scratches on this day. This customer came may have been driving in an area with shrubs and bushes.  That is what likely caused the scratches. When the vehicle was washed, now all of the scratches were visible. Our equipment did not cause the scratches.  This customer is in need of a Buff and Wax Detail Service and they are trying to accuse us of causing the damage so that we will send them to a Detail Shop to have the scratches removed.  On the original day of the damage, our manager showed this customer other cars that had just been washed and they did not have any scratches on their cars. The customer claims they spoke with a [redacted], but we do not have any [redacted] at any Car Wash Location as a Manager, and the General Managers of our company are named [redacted] and [redacted].  I don't know who they spoke with. I am sorry, but we are not accepting liability for these scratches nor are we going to offer to wax it. [redacted]Operations

The wheel cover was not loose. As a matter of fact it takes some strength to pull it off. There is an employee that watches the car going through the wash and he should have seen it right away. At the very least the business should cover 3/4 of the cost of the replacement, i.e., $130.00

Ms. [redacted] is a regular and loyal customer of Super Star Car Wash. I apologize that when she purchased her Prepaid Detail Service, it was not properly explained to her that appointments are preferred when redeeming the service. Every morning we have scheduled appointments as well as people who...

arrive early in the day hoping we still have some spots available. On this day, we were already fully booked with Prepaid Detail services.  We were now just adding a few detail services that were sold on this day. Again, I apologize that our manager, recognizing Ms. [redacted], did not make a better attempt to fit her into our schedule for that day.  I will not only offer to perform the services she has already paid for, but also give Ms. [redacted] a $100 gift card for additional Detail Service. We appreciate her business and do not wish to lose her as a customer[redacted], Operations Manager

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]

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.

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,

Please forgive me for the slow response time. I believed another GM was handling this case. I spoke to [redacted], the Manager of site the day of the accident. He remembers speaking with Ms. [redacted]. He told me that after he first spoke with Ms. [redacted], he went to the entrance of the tunnel and...

spoke to the attendant who was guiding customer onto the conveyor of the carwash at the entrance. This employee's name is [redacted]. He said that when Ms. [redacted] was guided onto the conveyor, she was on her cell phone. She must have had her foot on the brake because when [redacted] pushed the button for the roller to begin pushing Ms. [redacted]'s car through the tunnel, it jumped the roller.  He stopped the conveyor and asked her to pull forward and jump over the roller she had missed at the beginning. This is important because two rollers spaced 7 feet apart are what push a customer's car through the tunnel and leave a safe distance between their car and the car behind them to avoid collision. As the rollers are spaced evenly apart, the only way for two cars to collide, is for the car in front to jump rollers again. The conveyor consists of two heavy steel guiderails on either side of the Driver side wheels. The guiderails do not move. The only way for a car to jump rollers once on the conveyor is for the customer to step on the brake, turn the steering wheel slightly or if the car has a front tire with low air pressure or bad alignment. We are not sure which of these items caused Ms. [redacted] to jump rollers again once inside the tunnel, but I assure you, the conveyor rollers and guiderails can not do this on their own. This is why Super Star Car Wash is denying any responsibility for the accident that occurred on May 6th, 2014 to Ms. [redacted] while going through the car wash.[redacted], Operations

This complaint has been resolved and we refunded the customer the full amount they requested. Although we didn't agree with the customer's math in calculating the amount of the refund, it just wasn't worth arguing over any longer.[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

I JUST WANT TO SHARE WITH EVERYBODY MY BAD EXPERIENCE AT SUPER STAR CAR WASH AT 19TH AVENUE AND BASELINE THIS CAR WASH HAS BEEN OPENED FOR MAYBE 3 MONTHS I STOPPED FOR FIRST TIME ON 8/14/16 LEFT MY CAR THERE FROM 11:58 THRU 3:00PM TO GET A CARWASH AND CARPET SHAMPOO. WHEN YOU PULL UP THERE IS SEVERAL SALES GUYS, I WILL CALL THEM SALES SINCE THEY TRY TO SALE YOU ALL KINDS OF DEALS (LIES) AND OFFER FREE CAR WASHES IF YOU BUY CERTAIN DEALS ANYWAYS THOSE GUYS MUST BE ON COMISSION OR SOMETHING, SINCE THEY LIE TO YOU ABOUT WHAT YOU ARE ACTUALLY GOING TO GET DONE I WAS TOLD I WAS GOING TO GET MY CARPET SHAMPOO (SMALL CAR) INTERIOR CLEAN, INCLUDED WIPED DOORS, WINDOWS, DASHBOARD EXCT, EXCT, CLEAN AND APPLY LEATHER CONDITIONER TO ALL SEATS, AND EXTERIOR WASH FOR $49.95 THAT SOUNDED LIKE A GREAT DEAL TO ME, LITTLE DID I KNOW THAT WAS JUST A CATCH! SO WHEN YOU QUESTION THE BAD CARWASH AND YOU LET THEM KNOW THAT, THAT IS NOT WHAT YOU WERE TOLD AND WHAT A BAD JOB THEY DID THEY PLAY A STUPID GAME ABOUT QUESTIONING THE OTHER 3 STATIONS YOU CAR GOES THRU, EVERYBODY HAS A EXCUSE LIKE, "I DID WHAT YOU WROTE ON CAR WINDOW" WHEN YOU QUESTION WHY CAR TRUNK WAS NOT VACCUMED "WE DON'T VACCUM UNLESS CUSTOMER REQUESTS" AND WHEN YOU QUESTION CARWASH MANAGER RICHARD HAGARS (OR HE SAID HE WAS MANAGER) WHY CAR IS NOT CLEAN, WHY YOU SMEAR LEATHER CONDITIONER ON TOP OF DIRTY SPOTS, WHY THERE IS STILL DEAD BUGS ON MY WINDSHIELD AND FRONT BUMPER, AND MANY OTHER DIRTY SPOTS (I TOOK PICTURES) HE SAID THEY ONLY WIPE SINCE THEY HAVE A 15 MINUTE WINDOW TO CLEAN THE WHOLE INTERIOR AND APPLY LEATHER CONDITIONER!! HE LIKE EVERYBODY ELSE THERE EVEN THE CASHIERS AT THAT TIME, WHEN I WENT INSIDE TO TRY TO TALK TO STORE MANAGER WOULD NOT TELL ME WHO THE STORE MANAGER WAS THEY JUST SAID IT WAS A WOMAN AND WAS NOT THERE AT THE TIME, COME ON!.. SHE PROBABLY HIRED YOU AND YOU DON'T KNOW NAME! THEY DON'T KNOW ANYTHING ABOUT CUSTOMER SERVICE, RICHARD DID NOTHING TO COMPANSATE THE POOR CLEAN OF MY CAR EVEN AFTER HE AGREED TO ALL MY ISSUES. EXCUSES, EXCUSES, BOTTOM LINE , THEY DO NOT CARE ABOUT CUSTOMERS OR THE BUSINESS THEY ARE ALL JUST THERE TO GET THEIR HOURLY PAY., AT LEAST THAT IS WHAT WE THE CUSTOMER PERCIVES. I CLEARLY FILL ROBED OF MY HARD EARNED MONEY I GOT NOTHING BUT A CHEAP CARPET CLEAN. THIS CAR WASH IS A BIG FRAUD! WILL NEVER GO BACK AND WILL SPREAD THE BAD WORD TO EVERYBODY I KNOW!