Cobblestone Auto Spa & Market

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]

To whom it may concern, I denied this claim over a month ago. Cobblestone Auto Spa is not responsible for the damages the customer is claiming we caused. However, strictly for customer service reasons, I am willing to pay half of the estimated repair cost. $740.49.  Regards, Ryan...

C[redacted]Cobblestone Auto Spa

Cobblestone was never given the opportunity to fix your car.  We had few other customers   that we need to have extra care to their vehicle and they came out just fine.  Cobblestone was never informed that Debbie was not happy or the fluid was not completely removed.  Debbie...

just presented an invoice for $449 without our knowledge.  Cobblestone will not be paying for Debbie’s unexpected invoice.  Cobblestone offers and does all the service that was needed to completely remove the fluid.    Best regards, Jason D[redacted] Operations Manager [redacted]

What location did you visit?Jason D[redacted]

Your video cameras do not display a clear picture. I understand most businesses do not want to admit fault or write a check, but I know for a fact that your tire machine did this to my vehicle. I received the wrong type of wash and since my vehicle is lowered, I purchased the basic plus express wash which is only the wash, rinse and dry and NO tire shine at the end. It wouldn't have happened to another vehicle because they didn't get the same wash that I did and their vehicle is probably not lowered. I had assumed that the loud noise just scraped my wheel and I currently had obligations to attend and had no time to get out and check. I just ASSUMED it was something else. I have never had issues up until the day I received the wrong wash. I am not trying to point fingers but I am very aware of the exterior of my vehicle and that sent and scrape WAS NOT there previous to me stopping in and washing my car. Your machines aren't guareteed to be safe or efficient and they can malfunction.

[redacted],I’m sorry you feel
that we are scamming people.  You singed
up for the unlimited car wash plan, which is why you have a sticker on your
windshield.  It sounds like there was an misunderstand.  Have you tried contacting Cobblestone?  Our records indicated you have...

not.  Looking your history it’s clearly shows you
have not been using the unlimited plan and we actually will be refunding you $119.96.
That will be processed in the next few days. 
 Best regards,
[redacted]Operations Manager[redacted]
[redacted]

They are stating that they were unaware that I was not happy with my service on that date. This is completely untrue. Why would I have a manager come to speak with me and obtain a card stating that they owed me a detail?  I did express to the manager Mike that I was not comfortable letting them continue to work on my vehicle. I feel that as a consumer and the owner of the vehicle I have a right to hault services and take my vehicle somewhere else to have the issue they created fixed.  I did make Mike aware that I would be taking the vehicle to a professional detailer to resolve the issue and asked what they would reimburse. Mike did express that he would personally clean my vehicle to remove the fluid and would make sure it was waxed correctly. I again expressed to him that I didn't trust them to make these corrections properly without causing further damage.  My vehicle is less than a year old and I am very cautious of whom I let wax it as I have had issues in the past with under experienced people damaging my finish. When I spoke with Mike and his manager Joe, when I came to get a reimbursement Mike recalled speaking with me but conveniently only recalls his half of the conversation.  Joe then jumped in stating that I didn't let them try to fix the problem. I did  They attempted to wash twice and just kept compounding the issue. Why on earth would I continue to let them mess up my vehicle? I strongly believe that they owe me a portion of the funds that I spent to correct they're mistake returned to me.

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

[redacted],I am sorry you feel that our tire shine machine damaged your
vehicle. I appreciate you sending me those pictures, which is a clear
indication that our car wash equipment did not damage your vehicle. I 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 items. I also viewed the video again
today (clear picture) and there was nothing wrong with our equipment, just like
the last 8 other time you have used our facility.  I am sorry you continue to get false
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 24 hours before
you returned? Why did you not get out and look? What happened with your vehicle
in that 24 hour time frame?     [redacted]
[redacted]
[redacted]
[redacted]

to whom it may concern ,       I don't agree with Ryan Cahill from cobblestone auto spa in regards to the housing having a lot of damage. The housing has been that way with some scuff marks for years and I never had a problem and have been through numerous different carwashes through the years . The glass is back attached in the housing and does work.  Unfortunately from being pulled out in the car wash it is cracked down the center and chips are still falling out  at this time  which makes it hard to look through while driving . I feel at this time I would like to be reimbursed the full amount of $148.95 and I will have it put in by my auto mechanic. I ordered the part as told to by Noah Guymon from Cobblestone Auto Spa and it was just delivered today. He did advise me to bring in the bill after ordering which I did and he would  Pay for it and if I needed He would install it. Unfortunately he changed what he said when unfortunately he changed what he said when I went in with the bill/order.  I have attached pictures although hard to take pictures of the Mirror itself to see the breakage clear because of the glare. also attached pictures of the the scuffed housing which does not have a lot of damage and had no bearing of the Mirror being pulled out in the car wash. I hope this can be resolved. Thank you, Linda DiRubbioPS I do have a witness who was in the passenger seat of the car while in the car wash as well as a copy of the order confirmation and bill that came with the part today in the mail

The service was done for the complain taints wife, she was informed of the price. All our customers are showed a copy of the invoice and services to be done before they pay. The extra cost was for replacement items an air filter replacement and cabin filter replacement. At the time the customer was...

in agreement with the services. The customers husband came back later in his work vehicle, not the vehicle that the services were performed on and was making a very embarrassing scene and when we tried to help him he we very belligerent and swearing. At that point there was no helping him he was uncontrollable. We would have gladly gave him back his old filters in exchange for the new ones that his wife approved of.

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 paint. Jason D[redacted]

Cobblestone will not be accepting responsibility for either of these claims. We stand by our managements thorough investigation in the matter. Through video evidence and multiple employee witnesses, we are confident that the original damage did not happen at our facility. The second damage did. By...

the customer himself. Trying desperately to prove his point and line his 7 year old vehicle up with a sign that never came into contact with it.  Regards, [redacted] Cobblestone Auto Spa

To whom it may concern, After speaking with the site GM, Guillermo L[redacted], he determined that Cobblestone wasn't responsible for the scratch. He reviewed that cameras and walked the tunnel with the customer. Nothing came into contact and nothing out of the ordinary happened. As a...

courtesy, Cobblestone is willing to help out and offer touch up air brushing service. But we are not agreeing to pay for the door to be repainted as we do not believe we are the cause of the scratch.  Regards, Ryan C[redacted]Cobblestone Auto Spa Operations Manager

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] Thank you for taking the time to share your feedback with us. I’m sorry you feel that you were scammed. Cobblestone’s service advisor teams have several years of experience. Unfortunately when there is paint missing from the vehicle, Cobblestone does not have the ability to repaint those...

areas. Considering you purchased this service back in February, three and half months ago. Sounds like there might be a misunderstanding, I’m glad to hear Joe had the service redone and offered you another service and you refused those services. Joe’s offer still stands. We do wish you the very best.  Best regards, Jason D[redacted] Operations Manager 602-787-0808 [redacted]

Was refunded on 3/24/2015

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.]
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 repair. You admitted to my car wash manager that another car wash replaced and installed your mirror. Cobblestone does have disclaimers all over the site stating we are not responsible for existing conditions or non factory items which does include installation. If 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 issue. When we have damage where we know we are 100% liable we take care of it, because we do care about our customers. I am still offering the $200 and on top of that I will be more than happy to throw in a complete detail with a value of $300.
[redacted]
Operations Manager
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