Z-Xpress Car Wash

Review: I CALLED THIS BUSINESS AHEAD OF TIME TO ARRANGE HAVING IT DETAILED AND TO PINPOINT A PRICE. I WAS TOLD THE PRICE WOULD BE BETWEEN $50.00-$60.00 FOR A COMPLETE INTERIOR CLEAN AND AN EXTERIOR CLEANING. I DROPPED THE CAR OFF AT THE BUSINESS SITE ON SUNDAY (1-20-13) PRIOR TO THE APPT MONDAY. I WAS TOLD I COULD PICK UP THE CAR ANYTIME AFTER LUNCH ON MONDAY. I ARRIVED AT 3:50PM ON MONDAY AND THEY WERE STILL WORKING ON THE CAR - I WAS TOLD IT WOULD TAKE AN ADDITIONAL 10-15 MINUTES. I THEN DECIDED TO SETTLE MY BILL TO EXPEDITE THE PROCESS. THE ATTENDANT TOOK MY CARD AND LEFT THE ROOM (I GUESS CC MACHINE IS SOMEWHERE ELSE?)- HE RETURNED WITH MY SIGNATURE SLIP AND THE CARD HAD BEEN RUN FOR $99.00 -- NOT THE $50-60 I WAS ORIGIONALLY TOLD. WHEN I ASKED, I WAS TOLD IT TOOK ADDITIONAL CLEANING ON THE EXTERIOR (WHICH I DIDNT APPROVE AND WAS NOT NOTIFIED OF) I KEPT MY COOL AND ASSUMED (HOPED) THE JOB WOULD BE WORTH THE PRICE AND THE WAIT - BIG MISTAKE. AFTER WAITING A TOTAL OF 45 MINUTES (ITS NOW 4:30 AND THE CAR WAS PROMISED AT LUNCH) - I WENT OUT TO GET INTO IT AND NOTICE SPOTS ALL OVER THE CAR (I RECOGNIZED THIS AS TREE SAP - THE CAR HAD IT WHEN WE BROUGHT IT IN - THUS THE REASON TO HAVE IT PROFESSIONALLY CLEANED)- WHEN I ASKED WHY IT WASNT CLEANED, I WAS TOLD ALL I HAD TO DO WHEN I GOT HOME WAS TO GET A BUFFER TO CLEAN THE SAP OFF - NOT REALLY SURE BUT I THINK THATS WHY I JUST PAID $50-$60 (OOPS $99.00) FOR THEM TO DO THAT???????!!!!!! TO THEIR CREDIT THE INTERIOR LOOKS FINE BUT.... --I WAS TOLD A TIME AND THEY DIDNT DELIVER --I WAS QUOTED A PRICE WHICH THEY INCREASED BY AT LEAST $39.00 WITHOUT APPROVAL AND DIDNT EVEN TELL ME TILL I CAUGHT IT ON MY CC SLIP --THE EXTERIOR WAS NOT CLEAN AND I WAS GIVEN INSTRUCTIONS OF HOW TO CLEAN IT MYSELF --TO ADD INSULT TO INJURY, I WAS DRIVING THE CAR THIS PAST WEEKEND, LOOKED OUT THE BACK WINDOW, AND IT APPEARED THE WINDOW HAD BEEN CLEANED WITH A DIRTY DIAPER AND MOTOR OIL - STREAK-STREAK-STREAK PLEASE POST THIS FOR ALL FUTURE CUSTOMERS OF THIS BUSINESS TO BE AWARE, AND THEY CAN MAKE THEIR OWN INFORMED DECISION AS TO DO BUSINESS WITH THIS ESTABLISHMENT OR NOT. THANK YOUDesired Settlement: I DONT EXPECT THEM TO CLEAN MY CAR AGAIN - I THINK THATS A GIVEN I DONT EVEN WANT A FULL REFUND I WANT THE BE REFUNDED THE ADDED AMOUNT I DID NOT AUTHORIZE $39.00 FOR THE WORK THEY DID NOT DO ON THE EXTERIOR

Business

Response:

My name is [redacted] P. [redacted] and I'm the GM and one of the owners of ZXpress Carwash. I have contacted the customer regarding to his complaint on January 25,2013.

I will offer a refund on the exterior detail service considering the customer didn’t request any exterior detailing or Waxing. We were under the impression that the gentleman wanted a full service detail instead of the interior detail. We made a mistake in our books when marking down the appointment. We're sorry for the inconvenience and will make it right with the customer.

He complained about the wax process and was not satisfied with the job even though he did not request that service. We didn’t realize that at the time until We received the letter from Revdex.com. I told him We don’t machine buff or wetsand any vehicles, but I Wax cars the old fashioned way by hand. His car had considerable soap buildup that We couldn’t hand buff with our clay bar or Wax. Sap and bird droppings are notorious for damaging paint if it’s been left on the car for awhile, and the UV rays have baked the area into the clear coat. It's important to consider removing these types of substances of the paint immediately due to the acidic property of the substance. Once again, I will handle the customer with great care. We take pride in our customer service and many customers will tell you that this car wash is the best in the city. Thank you,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9394006, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

if customer will reimburse disputed amt ($39) to me I will be happy to close this issue. the business owner has been very helpful and diligent in the way he has handeled this complaint. I am fine with the reimbursment being in the form of coupons for automated washes or a ck/money order. again I want to point out the owner has been very pleasent with this situation.

Review: I went to this car wash with a car I bought for my daughter...I told them the car was a gift and I wanted it cleaned as perfect as possible...the manager told me I had 2 options...the $39.99 deal or the $100 deal. I asked him if it would be perfectly clean and waxed with the $100 deal and he said yes. I left the car there and walked to work. The manager called a couple of hours later and said the car was ready...I was surprised it was done so quickly and asked again if it was perfectly clean....I restated it was a gift and I wanted it perfect...he said he would go check on it but he was sure it was perfect. I went over an hour later to give them time to correct any issues. upon walking around the car the rims had break dust on them, the car still had dead bugs and dirt on it...I opened the door and the door jams had not been cleaned, the handles inside were dirty...the truck and so much dirt left that I smacked it and dirt flew up. I asked the manager to please correct these items as this car was a gift and I wanted to make sure it was perfect...I was polite when I spoke to him...

He called me 30 minutes later and said that the price he charged was fair, that I was never to visit their car wash again and then said "*Word Rejected*YOU" and hung up on me. I had to bring another person with me to pick it up and I was concerned about his behavior. When I got there nothing additional had been done to the car...I had one of the service technicians vacuum the truck because it was so dirty and I paid the $100 and left...my friend was in shock that I paid $100 for this car wash which I would say was equivalent to a basic inside/outside wash.

I called around and finally got the phone number of the owner. I left him a message that I was disturbed by his manager's behavior and wanted to speak with him...he never called me back.Desired Settlement: I would like my $100 back and I also would like an apology from the manager...I visited this car was 2-3 times per month. They have lost a valuable customer and I plan to tell my family and friends about this experience on facebook.

Business

Response:

Hello, my name is [redacted], and one of the owners and GM

of Z-Xpress Carwash on Hurstbourne Parkway. I'm responding to a complaint that was filed against us regarding a detail service. l've

contacted the customer and will do nothing but try to help her with her complaint. I'll be very professional in the way I handle her and will strive to keep her as a repeat customer here at Z-Xpress. I will handle the employee according to the way I feel about the situation and

our

company policy. We typically don't refund any service that has been completed with cash. However, I will offer to give her equal value of

other services or to provide the same service initially provided for free at a

later date. I’m sorry the situation wasn’t handled any better, but it’s

hard to control other employee's behavior and emotions. We’re not

perfect and make mistakes as any other business. Our goal is to try to please everyone and provide exceptional| service at great value

with great customer service all the time. Thank you for your time.