Cobblestone Auto Spa & Market

[redacted] ,I am sorry you feel that our tire shine machine damaged your vehicleI appreciate you sending me those pictures, which is a clear indication that our car wash equipment did not damage your vehicleI did look up the unlimited package you purchased and in fact your unlimited plan did come with Tri-foam, tire shine and a few other itemsI also viewed the video again today (clear picture) and there was nothing wrong with our equipment, just like the last other time you have used our facility I am sorry you continue to get information from your boy friend which is an ex-employee Yes, all service industry companies do damage vehicles Cobblestone takes their fair share and handles those customers accordingly This clearly is not one of those cases The scratches do not matchup The tire shine machine does not have the ability to put a dent in the middle of the rocker panel, the scratch that continues down the side of your rocker panel then precedes down ward, the tire shine machine does not have the ability to move in that direction Then there is the other question, if you heard a bang and a scraping noise Why did it take you a full hours before you returned? Why did you not get out and look? What happened with your vehicle in that hour time frame? [redacted]

RevDex.com: 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, [redacted]

This was not a dealer replacement repairYou admitted to my car wash manager that another car wash replaced and installed your mirrorCobblestone does have disclaimers all over the site stating we are not responsible for existing conditions or non factory items which does include installationIf your mirror was installed poorly and it took 7+ washes for it to loosen up and fall off again, how is Cobblestone responsible for that? We wash hundreds of cars a day without issueWhen we have damage where we know we are 100% liable we take care of it, because we do care about our customersI am still offering the $and on top of that I will be more than happy to throw in a complete detail with a value of $ [redacted] Operations Manager Cobblestone Auto Spa

Revdex.com: 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 consumingOn 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 repairedIf you find differently that would be acceptable to meHowever, 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, [redacted] ***

Revdex.com: 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 ***, 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 shiftpretty 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 [redacted]

The Cobblestone in Phoenix on E Bell RdI 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 washedMaybe it was but poor jobThen it was never armor alled tires should of been shinedAtttitude was real badThey told what do you want us to rewash itYour car is older My car is a and great shape anyway what does that have to do with washing it.,and doing it rightWhen car was finished as they call finished they never told me we sat there for over hr minReally poor business praticeManager 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

In regards to this complaint; the customer and I exchanged emails and I asked to see picturesThe customer agreedI have yet to see anyRegards, [redacted] Cobblestone Auto SpaOperations Manager

To whom it may concern, This issue is about to be heard in small claims court. At this time, I will not be commenting or authorizing any refunds until notified by the courts. Regards, Ryan C***Cobblestone Auto Spa

As discussed on the phone This is a pre-existing damage There is absolutely no way to cause this kind of damage by buffing out the vehicle I ask [redacted] to contact a body shop to get a better understanding of his issue Cobblestone will not be taking responsibly for this issue because of the defective paintJason D***

The video clearly shows that we did not cause the damage There were at least car lengths between you and the Dodge truck If your little Miata would have hit the 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, [redacted] Operations Manager [redacted] ext [redacted]

***,This has nothing to do with being a female, sorry for misunderstanding. I have been out of the office today and looking a messages, I have received one phone from you at 9:am this morning. Who have you left other messages with?Contact ** tomorrow morning so he can handle your situation and process your refund Best regards, *** ***Operations Manager

To Whom It May Concern:The referenced complaint, unfortunately, is an all too common one for gas station owners and operators nation-wide After reading this particular complaint however, it is clear that severe misinformation was exchanged between our employee and the customer causing
perceptions of ***, ***, and our business practicesTo begin shedding some light on this issue, first understand that *** *** *** * *** owns and operates both *** and *** branded gas stationsThis very same problem has occurred with our *** sites as often as it has with our *** sites This simply is not a ***, ***, or *** issueI have spoken with the Western Region Business Consultant for *** previously, as well as technical support staff for our credit card processing vendor, and have been assured that these pre-authorization holds are imposed by the customer's own bank; in this case, *** *** I'll give you a personal example of how, in one instance, I was made aware of a problem very similar to this one, and decided to become personally involved to try to rectify the situation The customer in that case had to contact her bank to find out what options were available to remove the hold, which was scheduled by them to remain for hours (different bank) She called me back after speaking with them and reported that they would accept a faxed letter from us (using company letterhead) confirming that she had met her financial obligations for the product purchased, and we were releasing the bank from liability if they were to remove the hour hold To clarify, that is not a standard service we provide our customers but, in that one instance, was done to learn more about the nature of the problem.In conclusion, as all banks have different policies related to pre-authorization holds, it would be inappropriate if not impossible, for us to post signs at our pumps related to these potential personal banking issues There simply are too many variables, none of which we control, that would need to be covered in a written posting at our gas pumps The part of this misunderstanding where we failed is in communicating the correct reason for the problem, and ineffectively aiding the customer in obtaining a resolution with her bank Our employee should have explained, as I have, that the customer should contact *** *** and ask what her options are to remove the hold At that point, her perceptions would have been corrected To prevent any future misunderstandings, I will hold a brief meeting with all of our store managers, thoroughly explaining what they should say to customers in order to best guide them toward resolution when these types of issues arise That short training session should empower our employees to better serve our customers Certainly, although we did not cause the inconvenience to the customer here, I do feel compelled to make amends for our poor communication on this matter If the customer is willing, we would like to offer them a free Ultimate car wash ($value), and invite them back to any one of our full service car wash facilities to redeem it.Please feel free to contact me with any further questions or concerns.Sincerely,*** ***Store Operations Manager*** *** *** * ***

To whom it may concern,We are very sorry that your vehicle went through the car wash with the window crackedThis isn't the first time nor will it be the last in the car wash industryIt is the customers responsibility to roll up the windows they put down in the first placeWe do our best to
check all windows before sending it through the washIf the window was cracked, then we take the proper steps to clean up the water that was let insideIt sounds like the crew didn't have time to complete this taskWe will be more than happy re do any kind of interior cleaning that needs to be doneI am not sure how your door is full of waterIts no different if your window was all the way up going through the washAgain, we will take care of any additional cleaning we need too to make this situation rightHowever 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 immediatelyMy days off are Wednesday and ThursdayI called and left you a voicemail on FridayRegards,*** ***Operations ManagerCobblestone Auto Spa

We were unaware that this case was closedMr C*** did send an email, July 30th, stating he denied the damage was made during the detailing processHe then blamed our dogs for the damageHe did offer us additional services to our vehicle though after the damages were done we do not feel comfortable returning to Cobblestone for any further vehicle services. The manager at this business had me return to *** to try to see if my warranty would cover the repairsOnce I found out it would not, I was asked to obtain quotes for the repair of the backseat upholsteryWe assumed this meant Cobblestone would be covering the cost of the repair since the damage happened during the detailing.My husband did respond to his email on July 30th stating that our dogs did not cause the damage as we always have seat protectors on the back seats that were only removed for the detailing. Additionally, during a previous encounter with Cobblestone, a bummer vent on my husbands vehicle was knocked off in the car wash and cobblestone denied this ever happened until they found the piece lying in their car washUnfortunately, we have history with denial of vehicular damage at this particular business and are disappointed that they are not accepting responsibility for the damage occurring during their services

Ms*** had an oil change then she had an ignition coil go badShe blames it on the oil change. She told me that the shop told her it was because of the oil changeI told her to” make sure if they say it was due to the oil change" have them call me and make sure they write it on the invoiceNeither one was doneNo where on the invoice does it say the oil change caused the coil to go bad. Also it wasn’t until after we had talked to her and she had brought the car back to us and we checked it out (I told her it sounded like a bad coil) we checked everything the fluids were fine, air filter was ok and I explained to her we don’t touch anywhere near the coilNow all of a sudden there are other issues the air filter, the fluids the sticker in the window and the vacationAgain non of this ever brought up in earlier conversationsAs I stated previously I will gladly refund her money for the oil change if she is unhappy with the service

***, 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 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. *** will be processing the refund of $63.96. *** ***Operations Manager*** *** ***
***

Please provide detailed pictures of the issue, including the damage you are referring to and “ALL” the other “pre-existing” damaging that was already thereAlso, I will need year, make, model and vehicle vin number. Thank you, *** ***Operations
manager###-###-####***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Not once did *** or you offer to pay for the part yesterdayThe part was only offered this morning after I made the complaints on ***, *** and the Revdex.comI was told NO refund for the wash because they did the job that I paid forNo they did not do the job I paid forAs for my husband, this is MY car!!! That's why you were dealing with me NOT my husband!!! Telling me to have my HUSBAND contact them is way out of line!!! Just because I'm a female, you can't deal with me? I don't need anyone fighting for me I can handle myself!!My husband has nothing to do with thisI have been trying to resolve this all day but I can't seem to get a return phone callI have left numerous messages with no response!!! The comment you made "Sorry offering to replace your part to your Nissan was not good enough" was never made
Regards,
*** ***

After a weekend of some great off-road adventure I decide to trust a cleaning including a good carpet and seat shampoo to Cobblestone Auto SpaIt was an amazing waste of timeThe hand wash was OKAY there were many spots missed, so I ended up throwing the doors and top on and going through the express watch, which did a MUCH better jobThe carpets were done well and still dampThe seats however are a completely different storyThe guy told me that he tried shampooing it but the dirt keeps coming outThe first thing I noticed was that the seats look dusty and 100% DRYThere were also mud splatters everywhere that I was able to get out with my finger and some waterIf I was able to remove these mud spots with my finger, AND everything was completely dry THEY DID NOT SHAMPOO MY SEATSI take it back and was told it would take a couple of hours to do it rightOverall I was there hours the first trip and close to hours for the second oneThis was only for a quick hand wash with a carpet/seat shampooThis experience was terribleDiscount? Refund? NopeIf you are thinking of taking your car here go a few miles to another one
NOTE: This is a complaint made for the location on Val Vista and BaselineVehicle involved is a white Jeep Wrangler Unlimited

[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 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,
*** ***