Cobblestone Auto Spa & Market

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 did tell the person that was sent over to me regarding my complaint. It was the car wash manager. I also discussed my concerns with the gentleman that did my write up for the oil change. I showed him the concerns with my vehicle running rough. I also had the hood up and went over my concerns with the oil change.It was afterwards that [redacted] noticed that the line of cars waiting to receive an oil change was getting lengthy.- Fluids were Overfilled above the max line- The clamps were not closed on the air filter-The decal was placed on my windshield and the next oil change mileage/ date was not written on it.- Entered into the oil change with my vehicle running smoothly- Drove one street away after the oil change and my vehicle was shaking violently. My car was stalling out as I parked it. Stalled out at a intersection.- I felt unsafe in my car after the oil change. The manager that was the 3 rd employee that came over stated he would pay for my car repair if the mechanic could prove the repairs were caused by the oil change. The problem is the mechanic was not present nor did he do the oil change at Cobblestone Auto Spa- I had a vacation planned for 1 year. Due to this negligence during this oil change, my families vacation was pushed out.- We drove the vehicle to California and felt nervous the entire trip that something would go wrong due to the condition the vehicle was in after the routine oil change.Regards,[redacted]

[redacted], Cobblestone does not have any record of you requesting to cancel your unlimited plan.  Our records show you have signed up for buy 2 months and get 1 for free promo.  You were charged on Jan, Feb, March was free (not charge) April, May,...

and June.  The amount you are owed is $63.96 not $81.96.  [redacted] will be processing the refund of $63.96.    [redacted]Operations Manager[redacted]

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 have attached two pictures of the landeau top BEFORE going into the carwash.  They are IMG1463 and IMG1464.  I have also attached a copy of the top AFTER the carwash.  It is IMG1773.  Yes the car is 14 years old but as you can see from the BEFORE picture it was somewhat sun-damaged but the top was acceptable.  Now the top has been shredded and not even attached to the car.  As I explained to the manage - if my car was 12 years old with two dents in it (this is not the case but just an example) and someone rear-ended me they would still be responsible for the damage and could not use as an excuse that the car was 12 years old with two dents in it.  The body of the car is in absolute perfect condition.  The engine of the car is new and in excellent condition.  They have made the car completely unacceptable and looks ridiculous.The manage pawned me off to [redacted] and [redacted] was completely rude, should definitely be in another line of work besides customer service.  I asked him if I could send him a picture of the previous condition and he said it didn't matter because the car was old and he wasn't doing anything.  Before the top from a distance looked fine and even up close was ok.  Now it is absolutely ruined.Regards,[redacted]

No [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.]

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

Regards,

I am trying to satisfy you. Please come back so we can correct what the issue is. I can not clean your CD display, your dash or anything else through email. I will be more than happy to refund your money as well. Neither side is going to prove who cracked the window at this point. I apologize that no one notified your that there was a problem, that you had to find out where and what happened to your vehicle. I have personally spoken to the management team at that location and stressed the importance of communication. At this point, it doesn't sound like there is any major issues with your vehicle other than some water spots, which again I am more than happy to take care of. If you are not comfortable with that location I can set you up at a different one. As for a refund, please send me your address and cost of service so I can cut you a check and mail it to you. Regards,[redacted]Cobblestone Auto Spa

Before my decision to deny this claim I spent hours upon hours at this location trying to wrap my head around how a piece of equipment will pull a fender out of its original position. Especially without damaging the antenna that Mr. [redacted] claims my equipment got tied up in. It simply did not...

happen. The amount of pressure this piece of equipment applies is pretty minimal; the only part that touches the vehicle is the ‘Neoglide’ type of cloth from the car wash manufacture. At this particular location, we made the decision months ago not to remove antennas. Mr. [redacted] made a statement in his 1 star Yelp review that we have signs that ask for you to lower your antenna, which is accurate, we do ask that all power antennas be lowered because they do not flex the way screw in antennas do, typically snapping them in half. Cobblestone is not in business to deny claims and make our loyal customers unhappy. This particular location has paid close to $15,000 in damages this year alone. We do not shy away from what is right. I offered Mr. [redacted] some kind of partial reimbursement as an act of good will, not as an admission to guilt. In our emails, Mr. [redacted] said he would forward to his insurance company and I can fight it out with them. I have no problem doing that if need be. I tried to be the professional here and do what is right for both sides, even if the customer is still not 100% happy. We just don’t open our checkbooks for irresponsible reasons.  Regards,[redacted]Operations ManagerCobblestone Auto Spa

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

Regards,

To whom it may concern,I am sorry to hear about your experience at my [redacted] location. Whomever the salesman was mislead you and that is not acceptable by our standards. I will be more than happy to refund you for the total amount you paid ($159.99) because of how bad your...

experience has been. We typically take the $9.99 wash out of the refund amount because you did receive a wash that day. I have not yet received a refund request so to speed up this process can you please email the request to the following addresses referring to this conversation so we may expedite this process. The emails are;*.[redacted].[redacted]) and*.[redacted].[redacted]). Regards,[redacted]Operations ManagerCobblestone Auto Spa

Correct, we did deny the claim. We are not responsible for the locking mechanism inside the glove box (which we never open). I have spoken with the site General Manager, [redacted], and after he examined the glove box he determined we were not responsible for the damage. The customer...

left the facility with the glove box in where it should be, and then returned to the site with a broken glove box lock and the glove box wide open. If we broke the lock, why was it in the upright position when the customer left the facility? The vehicle is 8 years old, 2 months new to its new owner. It sounds to me like some kind of previous issue. Search the internet as you’ll see all kinds of them. I am willing to pay ½ of an aftermarket/used (LKQ) part with the agreement that you remove the negative [redacted] reviews at the location unrelated to this one.

If you chose to accept, please contact [redacted] at the 51 and Bell location so he can research and order.

Regards,

Cobblestone Auto Spa

Tell us
Cobblestone will not be paying for a $500 detail service that we could have handled.  Cobblestone was never told or informed the customer was going to get an overpriced service to remove oil from her vehicle until she walked up and demanded Cobblestone to pay for this service. 
Jason D[redacted]   
why here.

[redacted],
You have already spoken with Shelby at our main office and she has notified you that the refund is being processed; a check is being sent to your home address. I'm sorry for any delay, please call [redacted] EXT 2277 if there are any further...

concerns. 
Thanks,
 
Shawn

Mr. [redacted],I am sorry to hear about your experience with our [redacted] location. We typically take $9.99 out of any refunds we submit because we did wash your car and that still needs to be paid for. We were not trying to be difficult, that's just what our policy is. A check was already...

sent for the remainder of the refund when you called our office a few days ago. You should be receiving it soon. Regards,[redacted]Cobblestone Auto Spa

I did respond and we are not doing anything for this issue.  The top is in complete bad shape even before going through the car wash.

The tire cover was ordered  a week ago and replaced.  [redacted]

To whom it may concern,

I have asked about this situation with my managers out in Surprise and to my understanding this mirror was broken at another car wash and installed by the customer himself. After knowing all the facts my managers denied the request of being fully responsible for...

this damage. Not knowing if the mirror was properly installed or not we felt like there was no way we should be taking responsibility for this matter. As a show of good will, I am willing to spend up to $200 for the replacement of the mirror. Please let me know if this is sufficient, and were I can mail a check too.

Regards,

Cobblestone Auto Spa

There is a lot of mis information and mis communication on this whole transaction. My apoligies to [redacted] whom I tried several time to get in touch with even prividing my personal cell phone number to reach me. Last I checked on 1/3/2013 his credit card was refunded for his purchases. I will check...

again and make sure it was and if not issue a refund. Also for for his information our transmission meets or exceeds Toyota specifications )see attached sheet) he was not given false information. As said earlier I will make sure the refund was complete on the credit card and if not I will make sure he gets one.

Dear [redacted],Check this link to see all the images; the system here doesn't allowed me to upload more than 4.[redacted]For the glove box button and the cover for the transmission was from me not from your employee; but at AC dash, audio equipment and the AC control  was from your employee. Also I don't know what your employee did with   the button for cup holder. before it work fine and smooth but now   doesn't work.My car is 2007 SAAB 9-3 2.0TThe VIN# is [redacted]Regards,[redacted]

[redacted],Sorry offering to replace your part to your Nissan was not good enough.  [redacted] does not recall you specifically asking to view the video yesterday, which is never an issue.  After [redacted] speaking to your husband early this morning, please have him contact...

[redacted] or JR to get the necessary information to fix the issue. Best regards,  [redacted]Operations Manager

To whom it may concern,We are very sorry that your vehicle went through the car wash with the window cracked. This isn't the first time nor will it be the last in the car wash industry. It is the customers responsibility to roll up the windows they put down in the first place. We do our best to...

check all windows before sending it through the wash. If the window was cracked, then we take the proper steps to clean up the water that was let inside. It sounds like the crew didn't have time to complete this task. We will be more than happy re do any kind of interior cleaning that needs to be done. I am not sure how your door is full of water. Its no different if your window was all the way up going through the wash. Again, we will take care of any additional cleaning we need too to make this situation right. However we can not take 100% responsibility since it is on the customer to roll up their windows completely. And I am sorry I did not get back to you immediately. My days off are Wednesday and Thursday. I called and left you a voicemail on Friday. Regards,[redacted]Operations ManagerCobblestone Auto Spa

Was refunded on 3/24/2015