Cobblestone Auto Spa & Market

Cobblestone is not responsible for
previous damageThe customer admits having a crack on her mirror prior to
coming into our car washThe customer should have notified us of the previous
damage before running her vehicle throughWe 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 partBut, because we do care about our
customers, Cobblestone is willing to split the difference of the mirror with
the customer$If agreed, send me the address so I can cut a check Regards,Ryan C***Cobblestone Auto Spa

Dear *** ***,Check this link to see all the images; the system here doesn't allowed me to upload more than 4.***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 employeeAlso I don't know what your employee did with the button for cup holderbefore it work fine and smooth but now doesn't work.My car is SAAB 9-2.0TThe VIN# is ***Regards,*** ***

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[redacted]Cobblestone Auto Spa

I am not painting the door. We do not believe we caused the scratch. My courtesy offer still stands if the customer is willing.

The damage was not an existing problem until after the wax job was done. This was clearly something that occurred from cobblestone services and that has been confirmed twice; from the store manager Dustin, and the gentleman who did the wax. Justin himself on our conversation never denied that it was not present before; but that there is nothing he can do. I demand some sort of compensation for this matter, if Damages are not repaired.

Cobblestone has viewed video of this issue and there was no
issue with our equipment. Thinking logically, if our equipment malfunctioned
the equipment would not just put a dent in “one spot” on the lower rocker
panel. Also, there would be damage to other vehicle not just one...

customers
vehicle.  If she clearly heard a loud
noise, why did it take her (24 hour) the next day to bring up the issue?  Unfortunately, we have no idea what could
have happened from the time she left till she returned the next day. [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 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,
[redacted]

A check/refund was placed in the mail on Friday.  Regards, [redacted]Cobblestone Auto Spa

Please feel free to return for a refund. We do not vacuum trunks unless specifically mentioned to do so.

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]

[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]

Email sent to [redacted], Cobblestone's position has not changed.  [redacted]  I am following up with our written response to the detail job done at our Val Vista location. I have followed up with [redacted] and all of the employees involved with your detail service.  It is our customer...

service guarantee and commitment to go above and beyond to ensure customer satisfaction for all services rendered.  It is not our policy to give refunds when we have spent labor and materials to work on a customer’s vehicle.  However, if a customer is not completely satisfied, then we do whatever it takes (within reason) to bring our service up to their expectations.  This may be in the form of redoing the work, offering store credit for future work, or something as simple as a free car wash to say “sorry for the inconvenience.” In regards to the damage, [redacted] has already had several conversations with you about these issues.  After seeing the picture and speaking to the employees I do agree with [redacted] and how he handled this issue.   Again, our sincere apologies for failing to meet your expectations,but thanks for giving us the opportunity to address your concerns.  We look forward to serving you as a valued customer and will work hard to satisfy your future car care needs.  Thank you and have a great weekend.Sincerely,       [redacted] Operations Manager[redacted]

To whom it may concern,Did you speak with a manager? If not please return so they may look at the vehicle. If a refund is necessary they will gladly accommodate. Regargs,Ryan C[redacted]Cobblestone Auto Spa

I am very sooner for not being able to call back yet. I am not always in my office and sometimes can go days without being there. From what I am being told, and the pictures that were sent to me, there is a lot of damage to the mirror housing prior to the wash. Because of the impact marks on...

housing, I'm sure the mirror was hanging on by a thread and the next to bump that mirror or housing the glass was sure to fall out. Unfortunately, we do not believe we are at fault due to the previous condition of the housing. As as show of good will, I would be more than happy to split the cost of the mirror and install for the customer. If agreed, the site GM is Gabe Padilla, he can better assist since he is at the location 5 days/week. Regards, [redacted]Cobblestone Auto SpaOperations Manager

Mr. B[redacted], Thank you for the opportunity to address this issue, both managers looked into this matter with you and determined our staff did not cause the damage to the phone cord.   Several events lead us up to this decision.  Mr. B[redacted] showing are management staff how it occurred...

 and taking 5 attempts to break the cord.  Coaching our managers about Cobblestone policy on issue like this and just replace it. Informing our management staff this phone cord was well over $100.00 and now on your Revdex.com complaint it’s $100.00.  After checking, we are not able to find a phone cord around those prices.  What is the true cost of this phone cord?   Perhaps our only mistake was to go above and beyond to pay for half of the cord without even getting the true cost of the cord and not even damaging the cord.  We always take our customer service very seriously and attempt to create satisfied customers.  However, we cannot agree to pay for costly repairs that are not our fault.  The offer was made my ** and that offer still stands with a paid receipt.   Jason D[redacted] Operations Manager

[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 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]

Can I know what location we are talking about so I can speak with the management team and respond correctly?  Thanks,Ryan C[redacted]Cobblestone Auto Spa

Mr. [redacted] As I’ve stated previously, the height of your truck was not an issue; our tunnels are built with sufficient clearance for very tall lifted trucks. The Service Advisors did inform you that your light bar (which is what was damaged) could potentially cause problems, we also have several disclaimers at our car wash entrance (see attached photo) with light bars being one of the items named. Mr. [redacted] we sincerely regret that your light bar was damaged, and I believe that Jordan did the right thing by giving you a detail service as an apology. You gladly accepted our gesture of good will in the form of $250 worth of services (which you stated was the cost to replace/remount the light bar). In regards to your fast pass cancellation, I agree that Jordan could have been much more helpful with this concern considering the circumstances. I will be sure to follow up with some additional coaching and training for Jordan; I’m happy to hear that Gloria took good care of you.     Sincerely, Shawn L[redacted] – Car Wash Operations

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

[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