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Vista Palms Car Wash Inc

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Reviews Vista Palms Car Wash Inc

Vista Palms Car Wash Inc Reviews (7)

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 almost did not respond to [redacted] M's responses because they are not worth dignifying but I also didn't want this issue to go unnoticed by the public.  The fact that he is saying I used obscenities not once but on several occasions, is downright untrue!  I am an educated woman who does not need to stoop to that level when I have an issue.  I have been a customer of that car wash business for over 18 years and my parents before that.  I found it VERY disheartening that Mr [redacted] feels the need to lie to cover up how badly I was treated.  The videos that they have wouldn't catch if the door was slightly open enough to leak because it is a truck that when you open the front doors then you are allowed to open the rear doors.  Anyone who has had a vehicle like this understands that if the two back doors are not shut tight, then the front doors will shut but not seal, making it possible for water to come inside.  The reason he did not get a call immediately is because we live about 20 mins away and drive to this particular car wash because we are or should be valued customers there.  My husband had several errands to run after the car wash was completed.  Once he returned home was when I learned about the problem and called to notify the manager.  [redacted] M was not the first manager I was in contact with.  When I spoke to [redacted] M he told me that he would give my husband and myself 10 free washes, not one did he use the term "wash credits", because I wouldn't have understood that terminology and would have asked him what he meant by those terms.  I thought it was amazing that her was so generous, and did not ask for this compensation.  Once there was another issue I reached out to speak with [redacted] and his manager (also named [redacted]) was VERY rude and refused to tell me when [redacted] M would be in for me to speak with him.  When [redacted] M called me back, he immediately started our conversation very aggressive and rude.  Instead of apologizing for the misunderstanding about the free car washed that were promised and trying to resolve the issue, he denied everything and started twisting my words around, saying that I had said things that I didn't say.  He was so argumentative and rude that I couldn't get a word in without interruption.  I would like to speak to the owner or [redacted] M's boss at this point.  I have been taking my vehicles there since I was 16 years old.  My parents have taken their several vehicles there since I was a child.  Since then I have referred many of my friends and co-workers.  My patronage should be valued and appreciated.  When I did receive my free car wash, this business still made money because I upgraded the was and bought and air freshener and a diet coke.  [redacted] M was rude and told me that I was banned and that they have my husbands and my license plate and will be refused service if we even try to come there.  The staff has worked there and knows me as soon as I arrive and know that I am a very good customer.  I am disappointed as [redacted]'s skewed recollection of the events and conversations that took place.  I have no desire to deal with him anymore and would like to take it above him.  There is nothing that I have done to have someone ban me from a business that have spent thousands of dollars on in my short lifetime.  I don't deserve to be spoken to in the manner that he has spoken to me.  I will not remove my complaint.   
Regards,
[redacted]

Dear Ms. [redacted]:Thank you for forwarding Ms. [redacted]s complaint to us.  We have investigated the facts of her complaint and respectfully disagree to its contents.  As you indicated in your correspondence to us, there usually is two sides to the story; that is especially correct...

here. Late in the afternoon—after the subject truck was washed early in the morning, Ms. [redacted] called and was irate; first, she complained that the truck door was left open as it traveled on the conveyor through the car wash tunnel; we checked the video of the truck being washed; the doors were closed.  She was invited to bring the truck to the car wash and we would professionally clean and dry the interior; she declined, instead claiming: “I already dried it with a towel.” She then started yelling obscenities; she was asked not to return to the car wash in the future; after more obscenities from her, the call was terminated.The next day, she called me and apologized for her behavior; she told me that she had been a long time customer and said that she wanted to keep using our services.  I thanked her and said (words to the effect): “since you are an established customer, you’re aware of our ‘buy 10 washes get 1 free’ policy; I will issue 10 wash credits both for your car and for the truck, so you will get 2 free washes.”  She thanked me profusely.Both she and her husband received a free car wash for their car and their truck.  Later, she wanted another free wash, and, when she was informed that she already received her two free washes, she called again, the next day.  Once again, she was irate and said that we are “scammers” because we will not give her twenty free car washes.Our review of our video satisfied us that her truck interior did not get wet while at Vista Palms; in addition, her first complaint was approximately seven hours after the vehicle was washed—and—when we asked her to bring the truck back so we could professionally clean and dry the interior at no charge, she said that she had already dried it with a towel.  Although it was highly unlikely that her truck interior got wet here, we take customer service seriously, which is why we offered to clean and dry the interior immediately.  And, as a gesture of good will, we gave her two free car washes. Hopefully, when Ms. [redacted] reads this letter, she will realize that we made every effort to make her happy—and, that it is patently unreasonable to think that a business would give away $229.90 (the cost of 20 car washes for her car and her truck) under these circumstances (wet interior first reported seven hours later; customer able to clean/dry the wet spot with a towel and declined to have us professionally clean and dry her interior).  I suppose it is possible that, even though she is a long-time customer and is familiar with our 11th car wash free policy, that she thought when I told her I would issue 10 wash credits so she would get a free car wash on each vehicle, she tuned me out after “issue 10 wash credits” and thought she would receive “10 washes on each vehicle.”  If that’s the case, I request of Ms. [redacted] that she withdraw her complaint.Regards, [redacted] MVista Palms Car Wash Manager

Thanks for sending Ms. [redacted]s response to us.  As we stated previously, we always try to provide excellent customer service.  The things we reported to the Revdex.com when Ms. [redacted] submitted a complaint were accurate.  Under the circumstances, we think it best that Ms. [redacted] have her vehicles washed at a different business in the future.  Vista Palms Car Wash has been in business at the same location for more than 50 years.  We tried to bend over backwards to appease Ms. [redacted], but unfortunately were not able to do so; we wish her and her husband well. Best Regards,[redacted] M. Vista Palms Car Wash

Review: My husband went there ~ 1 month ago and had water leakage into his truck. I called and spoke to a supervisor named [redacted] who was rude and hung up on me. Then I spoke to his superior who's name is also [redacted] who apologized and offered me 10 car washes for my car and my husband 10 car washes for his truck. My husband went to use his 2nd car wash and was told by another supervisor named [redacted] that he only was allowed one free car wash. I spoke to [redacted] who told me"if you want a car wash, you have to pay!". I then called back the next day, which is when [redacted] told me [redacted] would be in and I spoke to the very first [redacted], who was very rude and refused to tell me when the General Manager would be in to resolve my problem. Now they will not even allow me to speak to the General manager to resolve the issue at hand. I was promised 10 car washes for my husband's truck and 10 car washes for my car by [redacted] but cannot get in touch with him to honor those car washes. His managers are giving me the run around and will not tell me when he is working. The other issue I have is when I speak to the supervisors, they refuse to give me their names. I have to ask several times, which leads me to think that I am being given false names. I have been going to this car wash since I was 11 years old with my parents and started taking my car there when I turned 16 and started driving myself. I am now 34 almost 35 years old. I am very frustrated and need assistance please.Desired Settlement: I would like to to honor the 9 more car washes for my husbands truck and the 9 more car washes for my car. The amount covered was $11.99 per car wash the first time we took our vehicles in. I would like them to honor their agreement and I also would like to speak to [redacted] the GM. Even better, the owner would be ideal.

Business

Response:

Dear Ms. [redacted]:Thank you for forwarding Ms. [redacted]s complaint to us. We have investigated the facts of her complaint and respectfully disagree to its contents. As you indicated in your correspondence to us, there usually is two sides to the story; that is especially correct here. Late in the afternoon—after the subject truck was washed early in the morning, Ms. [redacted] called and was irate; first, she complained that the truck door was left open as it traveled on the conveyor through the car wash tunnel; we checked the video of the truck being washed; the doors were closed. She was invited to bring the truck to the car wash and we would professionally clean and dry the interior; she declined, instead claiming: “I already dried it with a towel.” She then started yelling obscenities; she was asked not to return to the car wash in the future; after more obscenities from her, the call was terminated.The next day, she called me and apologized for her behavior; she told me that she had been a long time customer and said that she wanted to keep using our services. I thanked her and said (words to the effect): “since you are an established customer, you’re aware of our ‘buy 10 washes get 1 free’ policy; I will issue 10 wash credits both for your car and for the truck, so you will get 2 free washes.” She thanked me profusely.Both she and her husband received a free car wash for their car and their truck. Later, she wanted another free wash, and, when she was informed that she already received her two free washes, she called again, the next day. Once again, she was irate and said that we are “scammers” because we will not give her twenty free car washes.Our review of our video satisfied us that her truck interior did not get wet while at Vista Palms; in addition, her first complaint was approximately seven hours after the vehicle was washed—and—when we asked her to bring the truck back so we could professionally clean and dry the interior at no charge, she said that she had already dried it with a towel. Although it was highly unlikely that her truck interior got wet here, we take customer service seriously, which is why we offered to clean and dry the interior immediately. And, as a gesture of good will, we gave her two free car washes. Hopefully, when Ms. [redacted] reads this letter, she will realize that we made every effort to make her happy—and, that it is patently unreasonable to think that a business would give away $229.90 (the cost of 20 car washes for her car and her truck) under these circumstances (wet interior first reported seven hours later; customer able to clean/dry the wet spot with a towel and declined to have us professionally clean and dry her interior). I suppose it is possible that, even though she is a long-time customer and is familiar with our 11th car wash free policy, that she thought when I told her I would issue 10 wash credits so she would get a free car wash on each vehicle, she tuned me out after “issue 10 wash credits” and thought she would receive “10 washes on each vehicle.” If that’s the case, I request of Ms. [redacted] that she withdraw her complaint.Regards, [redacted] M

Review: Incident with damaging of my vehicle by Palm Vista Car Was in Chula Vista CA. They do have a disclaimer about possible damage to your vehicle but the damage made to my vehicle was not reported to me by the supervisor or any employer. Instead they awaited for me to drive off in the hopes that I would not notice the damage. I pointed to the broken part on their stool and had to ask what had happen. The supervisor did not speak instead he let the employee who asked me if I speak Spanish to speak and tell me how he broke the part. I immediately asked for a supervisor and asked for an incident report and they refused to give me one. I proceeded to ask for the owners phone number and they refused to give it. Employees there seem to be afraid to contact the boss for any incidents. My issue is with the ethics of the business and the business owners if they do not respond to this matter.Desired Settlement: To satisfy the standard of due care, the supervisor needs to be retrained or fired as he did not do anything to assist in this matter. In addition business ethical practices need to be addressed since both employees and business owners have not responded to my issue.

Business

Response:

Re: [redacted] complaint

Review: Car wash advertised as "Mojo's Page #1 Customer satisfaction" and that is simply not true. Customer satisfaction doesn't seem to be on this company's priority list. I brought my 2008 (Garage kept) Hyundai Azera to get washed and waxed, I checked my vehicle before leaving the car wash and noticed some new scratches on car window/ tinting. As I inspected the vehicle closer I noticed my car's paint was also scratched on its side and top. Manager on site was notified, and said he couldn't do anything about it since I had brought the car in that condition. He refused to give me the owners information or a way to file a complaint. I asked for my money to be refunded and he refused to give it back ( a gentle way of stealing), instead he became rude and told me to go and walked away. I had three witnesses in my vehicle that disagreed and he still didn't apologize or acknowledged the issue!! Probably the worst car wash I have ever been to. I tried filing a complaint online, but their server will not process my complaint, therefore I just decided to contact Revdex.com. If the owner reads this complaint I hope he resolves my problem either by providing one window to be re-tinted and the body of my vehicle buffed out. I don't want my car to look new, I just want the owner to be a responsible business owner and accept liability for this damage that was caused to my vehicle. I have pictures of before and after on my windows, and if matter isn't resolved I will have to find legal means to resolve this matter. Will be returning to my usual car wash in San Clemente, where they treat customers right. I believe NO ONE should ever go through an experience like this one, just wanted to have my car clean and polished, that's all, and not have to fix over 300 dollars in damage (as estimated). Thank you for your attention to this matter and prompt response.Desired Settlement: I believe at the least I need a refund ( receipt available), and perhaps some buffing out of scratches and replacement of one window tint.

Business

Response:

Re:

[redacted] complaint

Dear

Ms. [redacted]:

Thank

you for the opportunity to respond to Ms. [redacted]’s complaint. Vista

Palms Car Wash, Inc. provides excellent customer service and attempts to

satisfy any concerns raised by patrons whenever possible. Sometimes,

however, there are just some people who want somebody else to pay for things

that they damage themselves.

Ms.

[redacted] brought her six year old Hyundai to our carwash for a $13.99 “value

wash” (which includes polish added from a sprayer as the car is washed in the

tunnel). Apparently, she came to our car

wash because, contrary to her assertion that her car is “garaged”, the exterior

was covered with numerous “hard” water spots, consistent with cars that are

parked outside near lawn sprinklers. Ms.

[redacted] elected to buy a value wash instead of having her car hand-waxed and

polished, which is the only way to remove hard water spots. After her car was washed in our tunnel, she

did not have any complaints about scratches or about window-tinting: she was infuriarated that the car wash did

not remove all of her baked-on hard water spots. A supervisor explained (again) to her that

the only way to remove hard-water spots that are baked on by the sun’s heat is

to hand-wax and polish the paint—and—the longer water spots are left on the

car, the more damage they do to the car’s paint. Apparently that explanation and advice did

not sit well with the irate Ms. [redacted]; she continued to yell and began to

accost other customers. The supervisor

politely asked her to leave the premises.

In

order to provide the best customer service possible, our trained ticket-writers

inspect the exterior of customers’ cars before the cars are washed—and—review

the results of their inspection with the customer—again—before the car is

washed. We have found over the years

that customers generally are appreciative of this service—we have found that

sometimes customers are not aware of prior damage to their car, so our ticket

writers notate prior damage on the customer’s receipt. As noted on Ms. [redacted]’s car wash

receipt (which was provided to her before her car entered the car wash), Ms. [redacted]’s

car had prior body damage and multiple paint scratches. In addition, we

advise customers via several prominent and obvious signs that are viewable

before customers purchase a car wash that Vista Palms is not responsible for

the very type of damage that Ms. [redacted] claims.

After

she filed the subject complaint with your organization, Ms. [redacted] spoke

with me. Her complaint:? “You scratched my paint in several

areas.” I obtained a copy of her receipt

and advised her of the above (previous numerous paint scratches as pointed out

to her before her car was

washed). After pausing and then stating

“uh, well, uh, okay,” she immediately changed course: “you scratched my window tint—there’s a big

vertical line in it.” I explained to her

that we use only “tint-safe” window cleaner and that our employees are taught

to clean windows with a circular motion (similar to “wax-on, wax-off” in the

Karate Kid movie), and that it would be impossible for us to have caused a

vertical scratch in her window tint. I

further explained to her that the likely culprit was either a problem with her

window regulator (the mechanism that raises and lowers the window), or that she

had placed something sharp against the window (such as the edge of a box or

carton) and had inadvertently raised or lowered the window against the sharp

edge, resulting in a vertical scratch.

The then switched tactics again and blamed the vertical scratch on our

vacuum hose. I explained to her that

“scratch by vacuum hose” was likewise impossible; we open doors to vacuum the

interior; the hose is not used in a vertical position—and—even if it was, it

couldn’t scratch window tint because the vacuum hoses are made of a soft rubber

material.

Simply

put, Ms. [redacted]’s conduct made it impossible for us to assist her. Our

supervisor is very experienced and is well-trained. After investigating

all of the facts and circumstances surrounding this regrettable incident, we

believe that the supervisor acted appropriately and reasonably when confronted

by Ms. [redacted]. Vista Palms Car Wash respectfully declines to take any

further action.

Regards,

Vista Palms Car Wash Management

Review: on 9-25-2015, I took my vehicle for a carwash and I have been going there for years without incidents. the carwash machine pulled haf of my bumper off and caused some damage. The manager went pu the bumper back on and and let the car go through. at end of wash he proceeded to finish putin bumper back on.I asked him what he was going to do to fix it. He said nothing that the damage was already done. I told him that the damage was not there that the machine was the one that caused the damage. The ticket generated for the car wash stated it had bumper damage, scratches, but it was general, not specific. I asked him to speak to someone higher or owner. Another person showed up and said he would talk to employess and ask if damage was there prior. He came back and said employees said it was there. I told him are the employees ASE certified automotive technicians to be able to just look at cars and know they are broken. I also told him the receipt didn't specify where the damage was on the bumper, front back left right that it was just produced as general to cover all accidents and that it needed to be changed. The 2 individuals who were managers offered to not help at all. I called police and they gave me a report # but couldn't do anything that it was civil. The irresponsibility and utter disrespect for the damage caused by their machine is wrong and I would like something to be done and someone made aware!!!! To totally disregard the incident and act like it was my fault is wrong. I was upset yelled and apologized but still they did nothing. I even told the guys, just put it bak, buff it out and we will call it a day. NOPE, THEY SAID NO!!!Desired Settlement: I would like a formal apology. I would like for them to look at my vehicle and decide what compensation would be fair. I feel I was treated with the utmost disregard for a service I paid and received nothing but bad service. I would like the company to change their policy in the way the print their receipts and be specific on where damage is. Also their policies on training their supervisors to be more comprehensive and not just about making that dollar. I would like to be notified as to what the antent of the company is.

Business

Response:

Re:

[redacted] E [redacted] complaint

Dear Ms. [redacted]:

Thank you for the opportunity to

respond to Mr. [redacted]’s complaint. Vista Palms Car Wash, Inc. provides

excellent customer service and attempts to satisfy any concerns raised by

patrons whenever possible. Sometimes, however, there are just some folks

you can’t help. We wish Mr. [redacted] well, but he was way out of line, as set

forth below.

Mr. [redacted]’s 7 year old,

137,814 mile vehicle had a previously damaged and visibly detached bumper as

can be seen in the attached picture. Our staff performs a cursory inspection

of all vehicles specifically to avoid this type of debate. Mr [redacted]’s car

wash receipt (which was provided to him before his car entered the car wash),

shows Mr. [redacted]’s car had prior damage. Our staff noted both the bumpers

had damage and there were multiple scratches on the vehicle. You do

not have to be ASE certified to see when a bumper has scratches or dents as

this one did. The bumper had a dent in the center of the rear bumper and

flared bumper edges where the bumper meets the wheel well. In addition to

what our receipt notes, we advise customers via several prominent and obvious

signs that are viewable before customer’s purchase a car wash that Vista Palms

is not responsible for the very type of damage that Mr. [redacted] claims. Mr.

[redacted] acknowledged to our supervisor that he read and understood those signs

before he had his car washed. Our ticket writer saw the damage when he

arrived and our driver did as well.

Because the bumper’s previous

damage apparently had compromised its structural integrity it did not withstand

the normal brushing procedure. Hundreds of cars without pre-existing damage to

their bumpers went through that day and had no damage; nor have any of the

thousands of cars that we have washed since Mr. [redacted] had his vehicle washed.

The bumper did become detached during the car wash process—because of its

damaged condition before it arrived at Vista Palms—not because our car wash

equipment is faulty. Our employee who drove the car off the conveyor

helped the customer reattach the bumper, as a courtesy to Mr. [redacted].

During this process, Mr. [redacted]

rushed to the drying area and began jumping up and down and screaming at the

employee while several children and other customers looked on. When he

saw that everyone was staring at him while he was screaming profanities, Mr.

[redacted] became very flustered. Our supervisor heard the customer yelling,

approached and tried to calm the customer. Unfortunately, Mr. [redacted] became

enraged and responded with threats and even more profanity.

Simply put, Mr. [redacted]’s conduct

made it impossible for us to assist him. Our supervisor is very

experienced and is well-trained. After investigating all of the facts and

circumstances surrounding this regrettable incident, we believe that the

supervisor acted appropriately and reasonably when confronted by Mr.

[redacted]. If our equipment was faulty or if one of our employees caused the

damage, we would have taken full responsibility. Note that it is

impossible for a machine to fail and not damage any other vehicle. Note

further that our car wash tunnel, where the bumper became disengaged, is

automated, so, for example, an employee could not have hit or jumped on the

bumper while it was in the tunnel. Vista Palms Car Wash respectfully

declines to take any further action.Best Regards,[redacted], Operations ManagerVista Palms Car Wash

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Description: Car Wash & Polish

Address: 795 Broadway, Chula Vista, California, United States, 91910-5328

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