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The Tube Rating
Address: 6326 Illinois Road, Fort Wayne, Indiana, United States, 46804
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Address: 6326 Illinois Road, Fort Wayne, Indiana, United States, 46804
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I took my brand new car to the Tube, a car wash I had never visited, due to the closer and more convenient *** Car Wash being temporarily closed during the pandemic. At the time of my visit to the Tube my car had 398 miles on the odometer and had never been through a car wash. The $19 Tube car wash I purchased ripped a piece of trim off my car. I did not realize my car had been damaged until one of the employees came out and stopped me at the exit telling me to stay in my car while he tried (unsuccessfully) to reattach the trim. The employee tried to offer an excuse to say my “new”car must be preowned and had prior damage. Later when I talked to the manager he also falsely claimed my car must have had prior damage and when I reiterated my car was brand new he then stated the repair should be covered under my warranty. The Tube says this is not their fault and offered me coupons for future visits. I understand the car wash machinery is not perfect and mistakes can happen but not admitting and taking responsibility for their failure is something I can not and will not accept even if I have to spend my time and more money than the repair to litigate this matter. The Tube must be and will be held accountable.
After reviewing our video footage of Mr. vehicle entering our wash tunnel, we noticed that the trim piece on the back d/s was loose or not secured properly before entry. The following attachments also show white rub marks on the specific area mentioned previously that may have been the initial cause for the trim piece to become loose. We also included a photo of the p/s rear trim piece that indicates a properly secured part without any white rub marks. We simply based our position of not being liable based on video proof.
After having a car wash at "The Tube", I noticed bristle marks on my vehicle. I called the manger right away from home after seeing the marks on my door panels. AS this was during the Christmas week, I later went back the next week and filed a claim. The manger looked at the marks and told me that I needed to file a claim while he then went out to take pictures. He then said I would now need to wait on the manger that handles the damaged claim files.
Through several emails, I called and emailed Mr. Jamie G who told me both in text messages as well as over the phone that these were spider marks and they were not covered as damage caused by their car wash. I informed Mr. G that I did not believe these were spider marks, but bristle marks caused by the bristles stopping in midcycle and restarting due to their trying to fit so many vehicles through the wash at one time because they were so backed up with so many customers.
I tried several times to make an appointment with Mr. G so that he could see that these marks were entirely different from what he was describing vs. what I was seeing on my panels. I informed him that my vehicle had just been detailed approximately 2 months ago and that when I had brought the car in for washing, there were no marks on the door panels. He sent pictures of my car by email (before the wash) indicating that these scratches were not covered in a claim. I informed him that the scratches he was alluding to were salt marks and were no longer on the car after the washing. That I was only concerned about the bristle marks in the paint. He informed me he did not need to see my vehicle and would not take the time to look at my vehicle and that he had made the determination that the claim was closed.
After looking at the Facebook reviews, I found this to be a common issue with other people as well. Apparently this seems to be an ongoing problem which he feels that will go away if ignored.
Please find attached business response.
January 29, 2020Revdex.com Serving Northern Indiana 4011 Parnell AvenueFort Wayne, IN. 46805260-423-4433 bb.org/northernindianaClaim I.D. #***Dear Representative:This is our position regarding the complaint filed by Mr. *** on 1/17/2020. The initial claimed filed with us on 12/21/2019 was concerning three isolated scratches on the cl/s of the vehicle. Included are photo's taken from our camera system indicating these scratches as preexisting before entering our tunnel and not consistent regarding our wash process. A response letter was sent to Mr. on 12/30/2019 indicating we did not feel liable based on the previous information stated.After receiving our response, Mr. called to inform us that these were not the scratches in question but rather swirl marks over the entire vehicle which caused some confusion on our end. Aftercommunication over the phone and emails I did indicate I would take a second look at his vehicle but because of scheduling conflicts was unable to do so. My final conversation over the phone with Mr. was solely based on the description of these swirl marks, which I have seen many times and is termed as "spider webbing". An article is included for review and was also sent to Mr. via email.I did convey to Mr. that we have previously scratched vehicles because of excessive mud and anemblem getting caught in our wrap which required a brand-new paint job. In all three cases we gladly paid for repairs because we knew we were liable. Mr. did come through on a higher volume day and occasionally having to start and stop the wash can be a common occurrence for various reasons but is mostly what we term "driver error". Vehicles not in neutral, removal of items in truck beds and vehicles left in drive.,Mr. did indicate his vehicle was waxed two months prior visiting our location but as the article included indicates there is no mention of any automatic carwashes as the cause but rather a break down in the paint itself. Our initial denial letter sent to Mr. also indicated we had no other customers complain of similar scratching or swirl marks later that day after his initial visit.In closing, we take great pride in having a very detailed damage claim protocol that we follow in order to make sure we are taking the proper steps to investigate all claims and more importantly take financial responsibility in those claims we feel liable for. In this particular case we simply feel it's not consistent regarding our process.Jamie GGeneral Manager jg***Pthetubecarwash.com 260-494-6884
I am rejecting this response because: The issues that Mr. Gi alludes to is called spider webbings, is not the same issue that I reported to him over the phone and through emails. My complaint that I showed the original manger that I talked to concerned bristle marks on the door panels due to my car stopping midcycle in the wash. Mr. Gi sent pictures taken of my vehicle before the wash telling me that the 3 scratches viewed were inconsistent with their equipment. After speaking with Mr. Gi, I informed him that what the picture was showing were salt marks and were gone after the wash cycle and not the issue that I was concerned about. I talked to Mr. Gi several times over the phone and explained to him my concerns and why these marks were indeed not spider webbings. While he agreed with me that he would take a look at my vehicle, he canceled several times sighting scheduling problems. When I recalled him to set up yet another chance for him to view my vehicle, he stated that there really was no reason to look at my issues because he had been in the business over 22 years and obviously made up his mind and that this was my problem and not his equipment problem.
I explained to Mr. Gi that I had just had my vehicle detailed in the last two months and that there were no scratches on the door panels prior to cleaning. The issue of bristle marks are only on the door panels and not the spider webbing on the entire vehicle as Mr. Gi described. Once again, without viewing my vehicle, Mr. Gi made up his mind and saw no reason to view the issue at hand. His conclusion over the phone and through emails, indicated that he could magically tell that the reported issues were not through equipment error.
Had Mr. Gi indeed kept his word and not canceled three separate appointments and at least agreed to view my vehicle, I felt that we could have come to an agreeable conclusion. It now seems that his mind was made up before the first call even happened. This problematic issue has been shown several times in "The Tube" reviews the their Facebook page. I even texted an individual and he reported the very same issue with the mangers and what he was told. They did not need to view their car>>>the very same response that I had received.
I am asking that the bristle marks be removed from my vehicle and restored as it was previously before entering the wash cycle.
Our position regarding this matter is based on video evidence which shows these scratches as preexisting before entering our tunnel. We also feel they are not consistent regarding our wash process because of the direction and isolation of the scratches. Based on my experience, when any automatic carwash is the cause for scratching, these scratches would be along the entire length of the vehicle and would also appear on all vehicles washed after Mr. which did not occur that day. I am merely stating statistics that the many cars washed that day, no other complaints were filed other than Mr.. I will cooperate in any way based on the decision the Revdex.com will make regarding this matter but these are our final comments. Thank You.