5 Star Auto Spa

Please see our response to the customer: The customer states: “As indicated within our initial compliant, the Vendor in this case hasn't provided a signed "initiation" form, and is simply relying upon the verbiage contained within the cancellation.”Out response: Exhibit A that was provided in our initial response is the Wash Club Siform This form was filled out by the customer and all terms and conditions of membership are clearly listed on this form The terms of cancellation are written on both the initial siform and on the cancellation form for ease of reference The customer is on notice of the terms of the wash club at the time of sign-up.We have also attached the following exhibits to this response:Exhibit C (receipt from the initial purchase of the wash club), Exhibit D (credit card processor listing of all the months of this wash club billing that were processed), and Exhibit E (Wash Club Database history of membership history) Exhibit C shows the date of purchase is when the customer chose and paid for a wash club membership On this day, June 18, 2017, the customer came into the office and filled out the Wash Club Siform and had us install the wash club tag (See Exhibit A referenced above) All subsequent monthly billings of the wash club are on the same date as the initial sign-up.The customer states: “Additionally, this Vendor was verbally notified that parts for our vehicle were on back-order, and as such that we were unable to use their services.” Out response: Exhibit B that was provided with our initial response is the customer’s cancellation form This communication was the first notice to us that the customer wished to cancel their wash club or was even unable to use their wash club We had no knowledge or any way of knowing that the customer’s vehicle was not able to use the serviceWe received this notification from the customer in September, two and a half weeks after the wash club had already billed on August 18th The customer states: “Furthermore, this Vendor hasn't provided any proof of any services actually provided for the month in question arising from this dispute as to how they are in any kind of way effectually damaged Wherefore, this Vendors last response is rejected as they were notified by phone that we were unable to further use their services, and more importantly no services were received for the last month billed.” Out response: The wash club billing does not depend on usage We do not track which customers use their club every day and who uses the services once a month Much like [redacted] or a gym membership, the services are simply available for use, and the billing doesn’t change or depend on how much or how little the services are actually used

[A default letter is provided here which indicates your acceptance of the business's response.? If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.? Regards, [redacted]

Took my 14' Sierra Denali here in April and paid $for the "Lava Express" and the vehicle was filthy, inside and outI'm not a messy person and usually have cleaned my vehicle myselfThis time I had waited longer than usual and it was definitely dirty but not excessively dirtyI watched employees in my truck on their phones and watched the truck roll on the short band with no attention until close to the endThey did a rush job and when I was asked if I was happy, I opened the door to look inside and the employees had placed my Weathertech mats on my accelerator! Needless to say it rev'd up to around thousand rpm while I was trying to remove it from the gas pedalAfter inspection, inside and out the truck was still completely filthyI've got a bed cover on it so I'm not even talking about the bedI'm talking about the outsideThe tailgate, the running boards, the bumpers, the wheels, the door jams, the floor mats, cracks and crevices were not cleaned properly, honestly the only thing they really did was Armor All the plastics, leather, and dashboardThe instrument panel still was dusty and the nav screen had finger prints all over itI called in to complain because I was on a tight scheduleI was told that the cost was for an interior detail, that the chemicals cost what they cost and were applied to the vehicle, and that my vehicle was "probably excessively dirty." I've frequented other "high end" car washes and can honestly say that you'd be better off hiring someone else to do it or if finding yourself in the Leesburg neighborhood going to Leesburg Station Auto Wash where you truly get your money's worthAs for Star, they'll never see me again, not just for terrible cleaning and the actions of their employees, but more specifically because of their customer service after the factThe right thing would have been to send someone out, take a look at the vehicle and send it back through for cleaningThis could have all been avoided

In the complaint, the customer is disputing the August 18, charge. The charge in question was for the renewal of a monthly wash club membership Purchasing a membership includes the following steps:1. The customer elects to join the monthly wash
club and processes payment for the first month by sliding his card at the pay station2. The customer reviews a sienrollment where the terms of the membership are outlined, and the customer completes the enrollment form.3. The customer allows us to install a wash club pass in his vehiclea. This pass allows the customer to receive of the washes for the monthCustomer *** completed all three steps above Attachment A is a copy of *** & *** ***’s wash club siform from June 18, The siform states the terms of the wash club, including the following: “Membership automatically renews monthly unless canceled in writing by the customer business days prior to billing date.” (See terms at bottom of Attachment A) Customer *** requested the cancellation of the club on September 4, which is about three weeks AFTER the wash club had already auto-billed on August Attachment B is a copy of Customer ***’s wash club change sheet This cancellation was not submitted until several weeks AFTER the contested August 18th automatic billing had already happened As the cancellation was never requested prior to the wash club’s automatic billing, this charge is an appropriate billing for this wash club membership.

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

We are terribly sorry for any inconvenience this issue has caused the customerUnfortunately, we cannot offer any reimbursement for the work performed at the body shop listed aboveDamage claims are analyzed to identify if the incident was caused here during the wash process, and this incident has been identified to not have been caused at the car wash based on the type of scratch as well as the scratch pattern on the vehicleWe would be more than happy to perform a walk through of the wash tunnel with the customer so he can inspect the wash process as well as what types of cloth are being used to clean vehiclesThis typically give customers a better idea of how their vehicles are being cleaned as well as what can and cannot happen during the wash processPlease have the customer contact a manager at ###-###-#### if the customer would like to perform a walk through

Please see our response to the customer: The customer states: “As indicated within our initial compliant, the Vendor in this case hasn't provided a signed "initiation" form, and is simply relying upon the verbiage contained within the cancellation.”Out response: Exhibit A that was provided in our initial response is the Wash Club Siform. This form was filled out by the customer and all terms and conditions of membership are clearly listed on this form. The terms of cancellation are written on both the initial siform and on the cancellation form for ease of reference. The customer is on notice of the terms of the wash club at the time of sign-up.We have also attached the following exhibits to this response:Exhibit C (receipt from the initial purchase of the wash club), Exhibit D (credit card processor listing of all the months of this wash club billing that were processed), and Exhibit E (Wash Club Database history of membership history). Exhibit C shows the date of purchase is when the customer chose and paid for a wash club membership. On this day, June 18, 2017, the customer came into the office and filled out the Wash Club Siform and had us install the wash club tag (See Exhibit A referenced above). All subsequent monthly billings of the wash club are on the same date as the initial sign-up.The customer states: “Additionally, this Vendor was verbally notified that parts for our vehicle were on back-order, and as such that we were unable to use their services.” Out response: Exhibit B that was provided with our initial response is the customer’s cancellation form. This communication was the first notice to us that the customer wished to cancel their wash club or was even unable to use their wash club. We had no knowledge or any way of knowing that the customer’s vehicle was not able to use the serviceWe received this notification from the customer in September, two and a half weeks after the wash club had already billed on August 18th. The customer states: “Furthermore, this Vendor hasn't provided any proof of any services actually provided for the month in question arising from this dispute as to how they are in any kind of way effectually damaged. Wherefore, this Vendors last response is rejected as they were notified by phone that we were unable to further use their services, and more importantly no services were received for the last month billed.” Out response: The wash club billing does not depend on usage. We do not track which customers use their club every day and who uses the services once a month. Much like *** or a gym membership, the services are simply available for use, and the billing doesn’t change or depend on how much or how little the services are actually used

*** *** spoke with one of our managers, Hong K**, on Friday 12/29/2017. MrK** instructed *** *** to proceed to have her vehicle repaired at the requested body shop that she had submitted an estimate. MrK** explained to *** *** that once the work was completed, the body
shop could contact him and payment would be made by credit card over the phone or by mailing a check. This is standard operating procedure at all body shops that the work is completed prior to payment being made. MrK** explained to *** *** that a rental card could be provided for the days that her vehicle would remain in the body shop. A compact or economy car are the types of vehicles that could be rented and if *** *** chose to rent a more "premium" vehicle, the cost of the compact/economy car rental could be deducted from the total. Rental cars can only be rented by the driver of the vehicle and not on her behalf. Therefore, *** *** would have to pay for the car rental and submit a receipt of payment to be reimbursed. Once again, this is standard operating procedure for all car rental companies. MrK** assured *** *** that after her vehicle was repaired at the body shop, she could bring it back and have her vehicle washed and cleaned per her original service. If *** *** has any additional questions or concerns, she was instructed to call and ask to speak to Hong K**

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:No services were received for the last month charged or billed, and no signed initiation of service has been provided. Thus, the last month charged $is still categorically disputed!
Regards,
*** and *** ***

From:? Revdex.com of Metro Washington DCDate: Thu, Apr 6, at 8:AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint ---------- Forwarded message ----------From:? ***
***?

[A default letter is provided here which indicates your acceptance of the business's response.? If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.?
Regards,
*** ***

When the customer stated that he believed scratches on his vehicle had occurred at the wash, we tried to explain to the customer that our wash tunnel uses neoglide cloth which is a closed cell cloth that does not retain dirt and sediment and is rinsed after each car passes. We ask if the customer...

would like to see the cloth in the wash tunnel and verify how vehicles are being washed. Based on the nature of the scratch and how the cloth is touching the vehicle during the cleaning process, we can definitively identify that the scratch did not occur at the carwash. Typically, if there is an issue in the wash tunnel, the issue will not resolve itself and will be noticed on multiple vehicles and not just one vehicle. If the customer has any additional question or concerns, please don't hesitate to contact management at ###-###-####.

Please see our response to the customer: The customer states: “As indicated within our initial compliant, the Vendor in this case hasn't provided a signed "initiation" form, and is simply relying upon the verbiage contained within the cancellation.”Out response:  Exhibit A that was provided in our initial response is the Wash Club Sign-Up form.  This form was filled out by the customer and all terms and conditions of membership are clearly listed on this form.  The terms of cancellation are written on both the initial sign-up form and on the cancellation form for ease of reference.  The customer is on notice of the terms of the wash club at the time of sign-up.We have also attached the following exhibits to this response:Exhibit C (receipt from the initial purchase of the wash club), Exhibit D (credit card processor listing of all the months of this wash club billing that were processed), and Exhibit E (Wash Club Database history of membership history).  Exhibit C shows the date of purchase is when the customer chose and paid for a wash club membership.  On this day, June 18, 2017, the customer came into the office and filled out the Wash Club Sign-Up form and had us install the wash club tag (See Exhibit A referenced above).  All subsequent monthly billings of the wash club are on the same date as the initial sign-up.The customer states: “Additionally, this Vendor was verbally notified that parts for our vehicle were on back-order, and as such that we were unable to use their services.”  Out response:  Exhibit B that was provided with our initial response is the customer’s cancellation form.  This communication was the first notice to us that the customer wished to cancel their wash club or was even unable to use their wash club.  We had no knowledge or any way of knowing that the customer’s vehicle was not able to use the service. We received this notification from the customer in September, two and a half weeks after the wash club had already billed on August 18th.  The customer states: “Furthermore, this Vendor hasn't provided any proof of any services actually provided for the month in question arising from this dispute as to how they are in any kind of way effectually damaged.  Wherefore, this Vendors last response is rejected as they were notified by phone that we were unable to further use their services, and more importantly no services were received for the last month billed.”  Out response:  The wash club billing does not depend on usage.  We do not track which customers use their club every day and who uses the services once a month.  Much like [redacted] or a gym membership, the services are simply available for use, and the billing doesn’t change or depend on how much or how little the services are actually used.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:The body shop I took my new car to said they had had other customers come to them after being at Five Star auto spa. This cost me $200.00 to get fixed. If I thought with any doubt I would never had brought this up. This is a business that is not responsible for their mistakes. I t has happened to others.
Their response of it can't happen is unacceptable. This is their way of not paying for their mistakes or even act like they care. If they had a new car and this happened I'm sure they wouldn't be so non careing.
Regards,
[redacted]

In the complaint, the customer is disputing the August 18, 2017 charge.  The charge in question was for the renewal of a monthly wash club membership.  Purchasing a membership includes the following steps:1.      The customer elects to join the monthly wash...

club and processes payment for the first month by sliding his card at the pay station2.      The customer reviews a sign-up enrollment where the terms of the membership are outlined, and the customer completes the enrollment form.3.      The customer allows us to install a wash club pass in his vehiclea.      This pass allows the customer to receive 31 of the washes for the month. Customer [redacted] completed all three steps above.  Attachment A is a copy of [redacted] & [redacted]’s wash club sign-up form from June 18, 2017.  The sign-up form states the terms of the wash club, including the following: “Membership automatically renews monthly unless canceled in writing by the customer 10 business days prior to billing date.” (See terms at bottom of Attachment A) Customer [redacted] requested the cancellation of the club on September 4, 2017 which is about three weeks AFTER the wash club had already auto-billed on August 18.  Attachment B is a copy of Customer [redacted]’s wash club change sheet.  This cancellation was not submitted until several weeks AFTER the contested August 18th automatic billing had already happened.  As the cancellation was never requested prior to the wash club’s automatic billing, this charge is an appropriate billing for this wash club membership.

From: Revdex.com of Metro Washington DC<[email protected]>Date: Thu, Apr 6, 2017 at 8:16 AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint ---------- Forwarded message ----------From: [redacted]...

[redacted] <[redacted]Date: Thu, Apr 6, 2017 at 12:37 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint To: Revdex.com <[email protected]>I have received a response from the company and they have apologized and made their attempts to resolve this issue.

[redacted] spoke with one of our managers, Hong K**, on Friday 12/29/2017.  Mr. K** instructed [redacted] to proceed to have her vehicle repaired at the requested body shop that she had submitted an estimate.  Mr. K** explained to [redacted] that once the work was completed, the body...

shop could contact him and  payment would be made by credit card over the phone or by mailing a check.  This is standard operating procedure at all body shops that the work is completed prior to payment being made.  Mr. K** explained to [redacted] that a rental card could be provided for the 2 days that her vehicle would remain in the body shop.  A compact or economy car are the 2 types of vehicles that could be rented and if [redacted] chose to rent a more "premium" vehicle, the cost of the compact/economy car rental could be deducted from the total.  Rental cars can only be rented by the driver of the vehicle and not on her behalf.  Therefore, [redacted] would have to pay for the car rental and submit a receipt of payment to be reimbursed.  Once again, this is standard operating  procedure for all car rental companies.  Mr. K** assured [redacted] that after her vehicle was repaired at the body shop, she could bring it back and have her vehicle washed and cleaned per her original service.  If [redacted] has any additional questions or concerns, she was instructed to call and ask to speak to Hong K**.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:No services were received for the last month charged or billed, and no signed initiation of service has been provided.  Thus, the last month charged $69.99 is still categorically disputed!
Regards,
[redacted] and [redacted]

Review: After visiting 5 Star Auto Spa several times to have my car wash. I went one day to have my car wash, and the owner happened to not be there. An employee by the name of [redacted] washed my car. After getting my car back I noticed that there were scratches and swirl marks in my paint. After telling the owner [redacted] about this he told me to bring my car back in which I did. He himself informed me that his worker [redacted] had washed my car with dirty water. Which had caused the damage to my car. After several attempts the owner tried to buff out the scratches and swirls in my car which he could not get out. I then procedeed to take my car to a few detail shops to get my car fixed. I finally found a detail shop that was able to fix my car. It cost me $400 to have it fixed. I talked to the owner several times and he said that he would make the situation right and never did. He didn't even pay half of the cost it took to repair my car. [redacted] is not a good business man at all and does not keep his word.Desired Settlement: $400 needs to be reimbursed for the repairs.

Business

Response:

Good afternoon... Ms. [redacted] visited my detail shop mid November of 2014 and got her car washed as she had been doing for a while to my knowledge even previously before I took over mgmt of the shop, the guy [redacted] use to use to clean her car before and he explained to her that her car needed wax because it was a black car to enhance shine and keep paint looking fresh on a regular basis. When you apply soap to a car it gradually removes wax.So Ms. [redacted] did complain to me and once again I en strutted her that it needed wax in which I POLISHED her car with a polishing applicator and took pictures, I then forwarded the pictures to Ms [redacted] and she responded it looked good but she wanted to see it in person....A month or so went by and Ms.[redacted] contacted me and said she wasn't 100% happy so she told me she had someone that guaranteed to fix her car and they charged her $85 I told her that as long as she was happy I'd pay for it, in which I did not pay the 85 but gave her $100.... A month or so went by again and she contacted me saying she still wasn't happy and to fix her car this time would cost $400. I then explained to her that if she wasn't happy with her car this time that I wasn't the last person to polish her car so she should redirect her complaint to [redacted]. I felt bad for Ms. [redacted] cause she had previously informed me that her dad had passed and left her the car so once again I offered to her an additional 100 and we sign an agreement that I'm not admitting guilt but I'm willing to do that so we don't have hard feelings, she agreed then made a report with you all

Consumer

Response:

I have reviewed the response offer 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.

Unfortunately Mr [redacted] is not giving all the correct information. Yes [redacted] had washed my car several times before. Only after him washing the car with dirty water did he try to use the excuse that the wax was being stripped with each wash. Mr [redacted] even admitted hisself that his employee washed the car with dirty water or I would have had no way of knowing that. I did take my car to a gentleman that I thought could fix it after Mr [redacted] attempted to fix it. Of course anything can look good in a picture but once I saw my car in person it was still terrible. If he were any type of business man I wouldn't have had to search for someone to fix my car. No sympathy was needed because the car was given to me at my fathers passing. And the agreement was that we would sign an agreement after him paying me $200 back not $100. Mr [redacted] called me to let me know the letter was being drawn up and I had not heard back from him since. $100 nor $200 is not going to make or break me. It was the fact that what is right is right and what is wrong is wrong. Mr [redacted] should really consider another cover up because washing cars is not his specialty. Thanks