The White Horse Car Wash

Review: On 11/22/2014 I requested a full detail:

Full Detail - [redacted]: $189-Includes both base exterior and interior detail services.

Deep clean of jams, cracks, door pockets, ashtrays, glove box and crevices. Shampoo of all carpets, mats and cloth seats. All leather is cleaned, conditioned and treated. Plastic and vinyl is cleaned and dressed.

Basic wash followed by clay bar removal of surface contaminates. Polish & wax with orbital buffer. Paint sealant applied by hand. Exterior trim treated with polymer sealant to revive faded plastic. Wheels cleaned & tires dressed.

$11.00 [redacted] cleaning for small dried vomit area on the seat. There was No vomit on carpet

Estimated Time: 4 hours

Before I agreed to the purchase I explained I had experienced poor quality service in the summer. Sales person spoke to the owner about my hesitation to purchase services due to the poor service experience in the summer, the sales girl told me the owner [redacted] was there today and he would look at the car before they called me to pick it up. She reassured me everything would be fine.

I was called to pick up the car. Traffic was heavy so it took 20 minutes for me to get there. The car was in the garage not ready for me to pick up. It still had the doors open, and the the interior mats not replaced. I inspected the car, found none of the doors had not been cleaned. There were black marks and dust in the cup holders and traces of dried vomit still in the seat. The exterior of the car was still dirty. I spoke to the manger about the issue, you he agreed their were mistakes made on the interior cleaning however, I had to pay $100.00 more to get the exterior cleaned. The exterior appeared like it had been ran through the automatic wash, which I completed. In addition to the line manager, I spoke to the general manger who had poor customer service skills. I explained the problem, she told me I must have miss understood and she disagreed with the price [redacted] provided and thought they should not have taken my car because it had vomit. I was informed I was charged $100.00 for vomit because it was a bio-hazard, and what I think is dirty was probably not dirty. The general manager told me she was no going against her employee, she was sorry I misunderstood. The sales girl was very clear in telling me I was paying $200.00 for the top of the line full detail with biozyme, and the owner would check the quality of the work. The company also returned my car with all of the contents of the glove box gone, and they removed the cargo netting and a $875.00 cargo hold cover, which I did not discover was gone until I got home, which caused me to return to the place I received very poor service from. This treatment and the level of service received in no way renders payment due in the amount of $200.00. The line manager and the general manager could benefit from customer dispute resolution, if they can not handle the situation, the issue should be taken to the next level. I informed the general manager, I was going to contact the Revdex.com, my credit card company and post poor reviews. She responded with OK.I left a voice mail Mail for the company owner requesting he contact me to discuss. The owner did not respond to my message. I contacted my credit card company and reported that I was charged for services not rendered. Once the charges are posted, a dispute will be filed with the company. Business can not be allowed to complete a job half way and charge full price.Desired Settlement: Refund and improve service. Deliver what they say the are going to deliver. Do not provide poor service and try to charge more to complete the crappy job that was delivered.

Review: On 2/12/2016 I went to White Horse for the first time. An employee met me at the driver's side window to ask what type of wash and extras needed. When I was speaking with him to the left of my car, I was actually supposed to be reading their sign detailing directions which was to the right of my car. Once inside, there are no instructions in case you missed the sign. When I took my foot off the brake my car went forward too far, they yelled for me to stop, and shut down the wash. At this point, I was asked to back up. What the employee that asked me to back up didn't know was that my front bumper could not clear their machinery and caused significant damage. Had I been allowed to go forward, my bumper would still be intact. When I exited the wash, I found my front bumper pulled away and ripped. The first employee to reach me said, "Don't worry, this sort of thing happens all the time and we will take good care of you because we want you to come back" and went in search of tools. The general manager then came out and said he would have to review the video to see what had happened, gave me his card, and took my information. He said he would call as soon as he was able to watch the video. I had not heard from him so I emailed him on 2/16 asking the status. He called and said his customer service dept. was now reviewing the video and he would have to wait to hear from them. When I asked how long that would take his answer was no later than 2 days, depending on how many other claims they had to review. He assured me he would keep me in the loop and call me as soon as he heard. This would have been on or before 2/19. It is now March 6 and I have received no further communication.Desired Settlement: While I accept the responsibility of not reading their instructions the damage occurred when I was asked by the White Horse employee to back up. The repair cost is 778.00 (as quoted by [redacted]). I ask for the car wash to pay for these repairs.