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.Your equipment caused this damage. My brother and I saw it happen and brought it to your companies attention immediately. Hours of review? I have proof that your manager denied this claim ON THE SPOT! I still have the paper.  Do you really think I have nothing better to do than fight this battle with you? I don't want a check. I want my fender fixed. $15,000 in damage? It sounds like this isn't so far-fetched after all. You guys must be screwing up a lot of cars over there. It's good to know that I am not the only one. 

Regards,[redacted]

Cobblestone will be not taking responsibility for preexisting damage.  Clearly their vehicle is in poor condition.   

 

Operations Manager

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,

The Cobblestone in Phoenix on E Bell Rd. I went there with my mon,first of all I didn't get what I paid Full service well they never vacuumed it,I don't think car wad even washed. Maybe it was but poor job. Then it was never armor alled tires should of been shined. Atttitude was real bad. They told what do you want us to rewash it. Your car is older 2000. My car is a 2000 and great shape anyway what does that have to do with washing it.,and doing it right. When car was finished as they call finished they never told me we sat there for over 1 hr 30 min. Really poor business pratice. Manager handled it very poor,bad attitude will never return.Something needs to be done.I have taken many cars I own and owned to many car washes never had an experience like this.

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.

My concerns are that I went to Cobblestone for an oil change. They included a car wash. I then went to run an errand in the [redacted] parking lot. Across the way from Cobblestone. My steering wheel and car started shaking violently. I was so nervous that I was going to have my car stall in an intersection. I called Cobblestone but they informed me that the store manager was not in again until the next morning. I went in the next morning. I spoke with the person that did my oil change.He argued with me that there was no way they were responsible for the damage to my car.They sent numerous men over to my car.Finally [redacted] the manger came over. He listened to my concerns and stated if I wanted to go have my car fixed and that the mechanic can prove my damage was caused by them he will pay for the repairs. Now the mechanic was not the one doing my oil change. Nor does he work at Cobblestone so he cannot say they caused the damage to my car.In addition to my coil being damaged they did not clip back my air filter holder, they overfilled fluids above the Max line, and did not write when my next oil change is due. I will try to fax or email my receipts to you.

Regards,

I have already shown [redacted] the knife and damage to my car. He claims it...

is normal wear and tear but that is ridiculous. Then [redacted] told me the employees were not allowed to carry such items on their person but, the fact remains the employee did have this knife on the left side hanging from a belt clip. When he exited my Corvette, the knife cut the leather and fell off and is still in my possession. [redacted] was useless so there is not much more I can do with him. Like I said, he has seen the damage and the knife. What else would you suggest that I do? Does a customer have to take before and after photos when going to Cobblestone for a car wash???

[redacted] was shown the video and it clearly shows the vehicles did not have the antenna when entering our facility.  I have also view the video and it clearly shows there was not an antenna.  Cobblestone will not be taking responsibility for this issue.

 

Thanks,

/>

 

Operations Manager

Cobblestone is not responsible for

previous damage. The customer admits having a crack on her mirror prior to

coming into our car wash. The customer should have notified us of the previous

damage before running her vehicle through. We could have done something about

it, maybe tape it or...

advise not to wash her car with the damage to the mirror.

The mirror had a crack, like the customer said it did, which compromises with

the structural integrity of the part. But, because we do care about our

customers, Cobblestone is willing to split the difference of the mirror with

the customer. $57. If agreed, send me the address so I can cut a check.  Regards,Ryan C[redacted]Cobblestone Auto Spa

To whom it may concern,I have received 1 phone call and then went out of town, I have a lot of calls to catch up on and planned to do so this Sunday. I have asked other managers in our company what they would do in this situation and everyone agrees that the 1 year refund is as far as we should...

go.  Typically our policy is 3 months. This is not a Cobblestone problem. When credit cards expire the auto recharge ends, and apparently that is not the case with [redacted]. If you are willing to accept the 1 year refund our office staff has offered you, then please let us know and we will be more than happy to send a check. Regards,[redacted]Cobblestone Auto Spa

This is the first I have heard back from Ms. [redacted]. I was at the Scottsdale location when she returned back with her complaint and talked to her personally. After the shop manager checked the code as to why her engine light was on I explained to her that where the coils are located her car there is...

no way that they could have even touched them during the service. I did how ever give her my personal cell number and told her when she takes it to a shop and the shop says it was damaged from the oil change to have them contact me and I would talk with the service advisor, again no call. I have not even been presented a copy of the repair bill. Some education on an ignition coil, it is a sealed electrical component that is attached to the vehicles cylinder block or cylinder cover and provides current from the ignition to the cylinders spark plug. This is not a component the is involved in a oil change and it is an electrical component that goes bad from time to time. I am sorry of the miss conception that Ms. [redacted] has about the incident and the oil change but the oil change will not cause a coil to go bad.[redacted]Lube Operation Manager Cobblestone Auto Spa

[redacted], Thank you for taking the time to share your feedback with us. We regret to hear of your unfortunate events, and that your experience did not meet your expectations.  It does sound like tire cover was not on properly.  We have found in circumstances...

like this one or more of the brackets are not securely fastened.  If you email me the receipt, I will be more then happy to reimburse you for the tire cover. Referring to your comments about not having adequate staffing and send car through the wash without a driver, those are full service vehicles and we don’t  have employees sit inside vehicle when the car in going through the car wash.  This has nothing to do with staffing, its how just about every full service car wash process full service vehicles and we have an employee that drives the vehicle from the exit of the tunnel to the finish line.    Best regards, [redacted]Operations Manager[redacted] ext [redacted]

I have checked with [redacted] at my Mesa location and he states that he never received a copy of the invoice from the repair shop that you visited after your Cobblestone visit. As I stated previously I am willing to reimburse you for the visit to the repair shop, however at this point with your drive way, on your previous invoice from Cobblestone it is stated when you brought your 2006 Kia Sorento with 93259 miles it was stated on your invoice that there were previous oil leaks and even a transmission fluid leak. I would not be able to clean your driveway if it was just due to previous leaks. I will have to see a copy of you invoice form the other shop before I could make a decision on the driveway. You could email me a copy of the invoice or fax a copy to ###-###-#### attention [redacted] oil & lube.

The video clearly shows that we did not cause the damage.  There were at least 2 car lengths between you and the 2500 Dodge truck.  If your little Miata would have hit the 2500 Dodge truck, there would have been damage to the entire hood of you Miata not the right side of the bumper and...

lower grill.  I'm sorry you feel the damage happened at Cobblestone, clearly the video shows differently.

Best regards,

Operations Manager

[redacted] ext [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 had previously always used the Cobblestone Express on Greenway to wash the Prius, because I like to do the inside myself.  It is however more time consuming. On this occasion my mother-in-law had passed away and due to time constraints I took the car to the Bell Rd location on a Friday as the memorial service was the next day which was Saturday.  The soonest I was able to bring the car back was on Sunday am, at which time I filed the complaint.As for replacing the radio I have been told by two of your managers that the knob itself cannot be replaced it is the entire stereo only.  They have already investigated it and found the knob only is not available/can't be repaired. If you find differently that would be acceptable to me. However, if it isn't the case I will need to have the stereo replaced as the knob was broken at your facility by your employee.

Regards,

Can we please get year make and model of the vehicle? We are looking into all options.Thanks,[redacted]

Offer still stands to redo the work[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 am very upset that the only thing you are willing to do is shampoo my carpets and seats, as said by [redacted], the store manager.  I do not understand how it is MY responsibility to make sure the windows are rolled up, when I was not even in the car while it was being run through the wash.  I think it is crazy that you think I would be satisfied with that.  I purchased the car the end of last year, and it is pretty much brand new, and I treat it as such.  I have water spots all over my CD player, my dash, my gauges, the gear shift... pretty much every where.  I do not care what has happened in the past or what kinds of things will happen in the future, as they are not related to my incident.  You have no way to prove that I left the window cracked.  I know it was not down, as I do not crack my windows, except to dry my car out when it gets run through the wash.  And funny thing is, when your guests arrive to the car wash, they are approached by your staff and I can almost guarantee that more than half the people that use your services, roll down their driver side window to talk to the person who inputs the wash details.  I am VERY dissatisfied with how this is being handled.  I have been back to the location since, and no where does it say that the guest is responsible for such a thing when they get out of their vehicle to let someone else drive it through.  You may have disclaimers located in other places, none of which are on the receipt or anywhere visible as a customer gets out of their car.  I put full trust in your staff and company to do the right thing.  I didn't even get a refund for the service! Plus, because they were so busy drying it out and not telling me what was going on for the HOUR I waited for my car, they didn't even finish cleaning it! Your staff was clearly avoiding the issue since no one approached me and I had to find a manager to be able to get anything resolved.  I want this fixed.  If it was your car, one of the most expensive things you own, and this is what happened, you would be dissatisfied as well.

Please provide detailed pictures of the issue, including the damage you are referring to and “ALL” the other “pre-existing” damaging that was already there. Also, I will need year, make, model and vehicle vin number. Thank you, [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.The receipt was given to [redacted] the manager on November 15, 2014. I have not received the reimbursement of $80. The agreement was that my driveway would be cleaned witch never happened. I have now received  a citation from my HOA about my driveway.

Regards,

had been made aware of this incident a few days ago, and it has been further investigated. Your fender popping off in the car wash tunnel was the result of several issues with the panel prior to being washed. When viewing our security camera footage, it can clearly be seen that the front...

fender is already protruding out much further than the rest of the body, indicating prior damage. Also while inspecting the vehicle, [redacted] and another associate noticed that the inner fender liner was missing from the vehicle, which is a very important structural component of your fender. Also there had been some body work done inside the fender, made noticeable by the aftermarket parts with tags still on them.

 

We are an honest company, with only the best intentions for you and your vehicle. At times when damages occur that are undoubtedly our fault we immediately take responsibility and pay for repairs. Unfortunately, due to the prior damage and other circumstances in this case we are unable to claim liability for the damage. If you have any further questions or concerns, please feel free to contact me by phone.

 

Thank you,

 

Operations Manager