Arvada Car Wash

Initial Business Response / [redacted] (1000, 6, 2015/09/24) */ We are sorry that the customer is unhappy with this particular caseAfter the incident occurred, we reviewed the security camera footage of this particular washThe cloth cleaning curtain took the wiper in question and immediately pushed it up into an upright positionThis indicated that there was no resistance at all on the wiper, which demonstrates that the wiper transmission assembly was already not working properly prior to the start of the wash We were very puzzled by the situation, because the owner has been in the car wash business over years, and our manager ( [redacted] ) has been in the industry for yearsNeither of us have ever seen a wiper transmission assembly damaged by car wash equipment [redacted] called a major local Chevrolet dealership to explain the situation and ask about the car wash potentially damaging the assemblyThe dealer representative was very clear that it should be impossible for this type of damage to occur from a wash, and he also noted that wiper transmission assemblies were a big problem on that particular year and model, as they often burned outBecause of the security footage and the opinion of the dealership, we have very good evidence that the damage did not occur as a result of the wash Additionally, Arvada Car Wash has a sign posted prior to entering the wash bay which notes very clearly that we are not responsible for damage to wipers, antennas, mirrors etcDespite this disclaimer, in the rare instances that damage does occur to those parts, we virtually always do what it takes to fix the problemIn this case, we just don't have evidence that the wash caused the damageWe would also like to note to the customer that we DO NOT believe the customer is dishonest in any wayIt seems the most likely scenario is that the assembly failed at some point prior to the wash, the customer never noticed it (especially as the weather has been very dry), and it was only brought to attention because the curtain was so easily able to move the wiperWe hope the customer understands why we do not take liability in this particular situation Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had no choice but have the wipers repaired so I could operate the car safelyTheir account of this incident is completely untrueThe maintenance facility that did the repair told me that was not just a failure of the wiper systemThere was a lot of force induced to the wiper to cause that much damageFurther, I do not think it is reasonable for the car wash people to say that in all the years in business that has never happenedIn the first place they have not always had that type of system with the strips that shake back and forth(Which is what caused the damage to my car) prior to this type of system they had the rotating brushes that did the cleaning processThey are not being truthful and fail to stand up an admit their responsibilityAs far as their notice about not responsible for damage, that is for "non factory installed equipment"The wipers are obviously a factory installed item Final Business Response / [redacted] (4000, 13, 2015/10/10) */ Up until years ago, Arvada car wash was a hand wash facilityWe got together with a leading company in the car wash industryWe have state of the art equipment for a superior cleaning process though our tunnelThe machinery used to wash the car is original(never had a rotating brush)The neo-glide cloth that is used does not hold dirt, nor the moisture that the old carpet type material used 15-years agoThe neo-glide is exactly that, it glides over the car to wash the top surface of all vehiclesthe wrap arounds (spinning brushes on the sides) have a neoprene type fabric which keeps dirt from sticking to that type of materialWe installed the equipment for this reason, to give a safer, cleaner experience for your investmentWe have signs posted that state nothing more than the responsibility on our part towards side mirrors, antennas, door handles, and wipersNothing about aftermarket partsThose parts listed are for the most part, everyday used partsWe truly are sorry that you feel we did damage to your vehicle and again offer the refund for your wash

Initial Business Response /* (1000, 6, 2015/06/29) */
first of all, thank you for being a longtime customer, we really appreciate your businessDuring your visit, we worked to offer you excellent service, including an extra service(floor mats)for free and waiving the oversize charge, as you are a
valued customerWe also provided a second wash and Hand wax to address your particular complaintIn the very rare event that our service cause damage, we strive to completely remedy the situationIn this case, we were unable to find evidence that the dent occurred during your visitWe are sorry to hear that we may loose you as a customers, as we take our customer service seriously and value all of our customersWe hope to have another opportunity to service your vehicleSincerely, Arvada Car Wash
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (3000, 8, 2015/07/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your response and doing these extra services for free if they weren't part of what I was lead to believe as part of this "special" I was offered
If you read my original complaint you will see that it took multiple attempts to try to complete the service you offeredThe quality of the work was marginal and my truck was damage in the process
As far as a second wash and wax, that never happened, at least from the time I came to pick up my truck once it was "done" to the time I leftI was present as several attempts were made in correcting the things that were not done correctly in the first placeI was offered, by ***, to have it rewashed and waxed right thenI did not take him up on this because I was not happy with the quality of work they just did along with having a new dent in the hood of my truck
My point here is if the detailer can't even notice that my truck is still dirty, covered in bugs, waxes over it and leaves detail fluid all over the mats to the point you can pour it off, clearly he lacks attention to detail or just doesn't careSo it begs the question of did he not notice that he had done damage to my truck too?
Final Business Response /* (4000, 10, 2015/07/20) */
Thanks for your responseAfter reviewing the situation, we have decided to issue you a full refund for the services paid for ,as you were unhappy with how they were performedas *** is familiar with your situation, please visit the car wash while *** is working and he will fully refund the$you paid on your initial visitRegarding the damage it is our policy to cover any damage that occurs on customer vehiclesHowever, we do need some kind of evidence to support the claimIn this case, as our investigation could not uncover any specific support that the damage was caused on site, our position on this remains the sameOf course we hope you will still remain a customerbut at a minimum we hope you will accept the full refund as our acknowledgement that the services were not performed to your satisfaction and we wish to remedy thatThank you, *** car wash-management

Initial Business Response /* (1000, 6, 2015/09/24) */
We are sorry that the customer is unhappy with this particular case. After the incident occurred, we reviewed the security camera footage of this particular wash. The cloth cleaning curtain took the wiper in question and immediately pushed it...

up into an upright position. This indicated that there was no resistance at all on the wiper, which demonstrates that the wiper transmission assembly was already not working properly prior to the start of the wash.
We were very puzzled by the situation, because the owner has been in the car wash business over 10 years, and our manager ([redacted]) has been in the industry for 24 years. Neither of us have ever seen a wiper transmission assembly damaged by car wash equipment. [redacted] called a major local Chevrolet dealership to explain the situation and ask about the car wash potentially damaging the assembly. The dealer representative was very clear that it should be impossible for this type of damage to occur from a wash, and he also noted that wiper transmission assemblies were a big problem on that particular year and model, as they often burned out. Because of the security footage and the opinion of the dealership, we have very good evidence that the damage did not occur as a result of the wash.
Additionally, Arvada Car Wash has a sign posted prior to entering the wash bay which notes very clearly that we are not responsible for damage to wipers, antennas, mirrors etc. Despite this disclaimer, in the rare instances that damage does occur to those parts, we virtually always do what it takes to fix the problem. In this case, we just don't have evidence that the wash caused the damage. We would also like to note to the customer that we DO NOT believe the customer is dishonest in any way. It seems the most likely scenario is that the assembly failed at some point prior to the wash, the customer never noticed it (especially as the weather has been very dry), and it was only brought to attention because the curtain was so easily able to move the wiper. We hope the customer understands why we do not take liability in this particular situation.
Initial Consumer Rebuttal /* (3000, 11, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had no choice but have the wipers repaired so I could operate the car safely. Their account of this incident is completely untrue. The maintenance facility that did the repair told me that was not just a normal failure of the wiper system. There was a lot of force induced to the wiper to cause that much damage. Further, I do not think it is reasonable for the car wash people to say that in all the years in business that has never happened. In the first place they have not always had that type of system with the strips that shake back and forth. (Which is what caused the damage to my car) prior to this type of system they had the rotating brushes that did the cleaning process. They are not being truthful and fail to stand up an admit their responsibility. As far as their notice about not responsible for damage, that is for "non factory installed equipment". The wipers are obviously a factory installed item.
Final Business Response /* (4000, 13, 2015/10/10) */
Up until 6 years ago, Arvada car wash was a hand wash facility. We got together with a leading company in the car wash industry. We have state of the art equipment for a superior cleaning process though our tunnel. The machinery used to wash the car is original(never had a rotating brush). The neo-glide cloth that is used does not hold dirt, nor the moisture that the old carpet type material used 15-20 years ago. The neo-glide is exactly that, it glides over the car to wash the top surface of all vehicles. the wrap arounds (spinning brushes on the sides) have a neoprene type fabric which keeps dirt from sticking to that type of material. We installed the equipment for this reason, to give a safer, cleaner experience for your investment. We have 3 signs posted that state nothing more than the responsibility on our part towards side mirrors, antennas, door handles, and wipers. Nothing about aftermarket parts. Those parts listed are for the most part, everyday used parts. We truly are sorry that you feel we did damage to your vehicle and again offer the refund for your wash.