Cobblestone Auto Spa & Market

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.

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

[redacted],
 
In reference to the Dodge truck.  The tuck was an express customer and was being dried off on the finish line when your vehicle was still going through the wash.  You can clearly see that in the video.
 
Thank you,
 
[redacted]
Operations Manager

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 corresponded with them prior to filing this complaint. The response they sent through the Revdex.com system was exactly what I was sent in the previous correspondence, obviously copied and pasted and not even in a complete manner. If you read what they sent, you can see that the first few words are missing in order to make that first sentence make sense, which shows me they are not even taking this process seriously. 
My other problem is the fact that if my vehicle had been previously damaged, as they stated, why was I not notified of this damage somewhere within the 8 months that I had been taking it to be serviced at the [redacted] location? Also, why is it, that the same result (the damage to my vehicle from running it through the car wash) did not occur sooner at the [redacted] location, if the previous damage did in fact exist? This damage occurred as a direct result of me taking my vehicle to the [redacted] location. If they knew about the "previous damage", they should have said to me, "Hey ma'am, the side panel of your vehicle is a little loose. If we run it through the car wash, there may be some damage. Would you like to try it anyway?". Had they done so, and I had agreed to go through with it knowing the risks, the liability would fall solely on me. They told me that they could see from the camera footage that before the car was run through the car wash, the side panel was loose. They chose not to tell me, assuming that I knew, and made the decision to run it through anyway instead of stopping to warn me about possible damage. This is what makes them liable for the damage in my opinion. 
I am not asking for much. I would just like for my vehicle to be restored to the condition it was in before I visited the [redacted] location to be serviced. 
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 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]

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.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,
[redacted]

After reviewing the video the cap was properly put on. The customer was even standing right next to the tech when he put it on. The extra service the customer was approached about was a coolant system service which is recommended on the vehicle at 100,000 miles and the vehicle had 135,270. The...

cooling system on this truck was very, very rusted and neglected. The truck did leave and shortly broke down, it was towed to a local shop at that time the tech looked at the truck. It appeared the oil change was done correctly and also said that the cooling system was in very bad shape. We also did some research on that particular engine that has had a history of cylinder head damage and is prone to warping cylinder heads upon overheating. At last conversation with [redacted] did offer to help him out for some time and effort and his cooperation of letting us investigate the damage, how ever since the damage was not of any fault of neglect or failure of job duty on our behalf I could not pay for the complete damage.

In regards to this complaint; the customer and I exchanged emails and I asked to see pictures. The customer agreed. I have yet to see any. Regards,[redacted] Cobblestone Auto SpaOperations Manager

Sorry for the delayed response. I am working with the site manager to find a resolution for this matter. Cobblestone is trying to do what is right here and fix what was allegedly broken at our site. This customer came back a few days after her wash claiming we broke her radio knob, that's not...

exactly ideal since it wasn't right away. We will not be responsible for buying a new radio. I will do my best to keep all parties updated as to what we find at a reasonable price.Regards,[redacted]Cobblestone Auto Spa

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 corresponded with them prior to filing this complaint. The response they sent through the Revdex.com system was exactly what I was sent in the previous correspondence, obviously copied and pasted and not even in a complete manner. If you read what they sent, you can see that the first few words are missing in order to make that first sentence make sense, which shows me they are not even taking this process seriously. 

My other problem is the fact that if my vehicle had been previously damaged, as they stated, why was I not notified of this damage somewhere within the 8 months that I had been taking it to be serviced at the [redacted] location? Also, why is it, that the same result (the damage to my vehicle from running it through the car wash) did not occur sooner at the [redacted] location, if the previous damage did in fact exist? This damage occurred as a direct result of me taking my vehicle to the [redacted] location. If they knew about the "previous damage", they should have said to me, "Hey ma'am, the side panel of your vehicle is a little loose. If we run it through the car wash, there may be some damage. Would you like to try it anyway?". Had they done so, and I had agreed to go through with it knowing the risks, the liability would fall solely on me. They told me that they could see from the camera footage that before the car was run through the car wash, the side panel was loose. They chose not to tell me, assuming that I knew, and made the decision to run it through anyway instead of stopping to warn me about possible damage. This is what makes them liable for the damage in my opinion. 

I am not asking for much. I would just like for my vehicle to be restored to the condition it was in before I visited the [redacted] location to be serviced. 

Regards,

Ms. [redacted] had an oil change then she had an ignition coil go bad. She blames it on the oil change.  She told me that the shop told her it was because of the oil change. I 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 invoice. Neither one was done. No 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 coil. Now all of a sudden there are other issues the air filter, the fluids the sticker in the window and the vacation. Again non of this ever brought up in earlier conversations. As I stated previously I will gladly refund her money for the oil change if she is unhappy with the service.

In regards to this complaint; the customer and I exchanged emails and I asked to see pictures. The customer agreed. I have yet to see any. Regards,[redacted] Cobblestone Auto SpaOperations Manager

After reviewing the video the cap was properly put on. The customer was even standing right next to the tech when he put it on. The extra service the customer was approached about was a coolant system service which is recommended on the vehicle at 100,000 miles and the vehicle had 135,270. The...

cooling system on this truck was very, very rusted and neglected. The truck did leave and shortly broke down, it was towed to a local shop at that time the tech looked at the truck. It appeared the oil change was done correctly and also said that the cooling system was in very bad shape. We also did some research on that particular engine that has had a history of cylinder head damage and is prone to warping cylinder heads upon overheating. At last conversation with [redacted] did offer to help him out for some time and effort and his cooperation of letting us investigate the damage, how ever since the damage was not of any fault of neglect or failure of job duty on our behalf I could not pay for the complete damage.

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]

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 damaged items were promotional items in a cloth business bag. The detail was not done according to what I paid for . The vendor did nit request to inspect what was wrong they demanded that I return the vehicle and leave it for them to redo. They had my car originally more than four hours and did not complete the work paid for. The day or two after they did the work I found the spoiled still wet floor mats in the trunk with the damaged promotional items as well . I notified them the following morning. This was all within 72 hours of the car detail. They did not do the work they were paid to do they ruined my carpets by leaving them drenched in the trunk and ruined more than 60 business documents

Regards,

We are not taking responsibility for the pre-existing condition of the vinyl top.  The top is 12 years old and completely in horrible condition.  See attachment [redacted]

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...

false perceptions of [redacted], and our business practices. To begin shedding some light on this issue, first understand that [redacted] owns and operates both [redacted] and [redacted] branded gas stations. This very same problem has occurred with our [redacted] sites as often as it has with our [redacted] sites.  This simply is not a [redacted], or [redacted] issue. I have spoken with the Western Region Business Consultant for [redacted] 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, [redacted].  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 72 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 72 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 [redacted] 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 ($29.99 value), and invite them back to any one of our 9 full service car wash facilities to redeem it.Please feel free to contact me with any further questions or concerns.Sincerely,[redacted]Store Operations Manager[redacted]

I went to Cobblestone Auto Spa in Laveen, AZ a number of times as a paying customer. Each time the blowers did not dry off my vehicle. By the 3rd time I went and experienced the same thing, I was able to catch the manager there. I made him aware of the issued, he looked at my car, and said "oh that shouldn't have happened". "Drive back through and let me observe to make sure the blowers are working properly". I drove back through and after I came out of the car wash, he looked at it and stated, "it looks like our blowers are not working properly". He also stated that he would have the blowers looked to see if there was anything mechanically wrong with them. On today, I visited there again for a car wash, expecting to see improvement in how the blowers dried my vehicle, but I did not see any improvement. I brought this to his attention as I saw him there again. He said no one else is complaining about it.

Prior to Cobblestone opening in Laveen, I would frequent the Superstar Car wash on 19th Avenue and Baseline. I have never had any issues with their blowers completely drying off my car. I mentioned this to the Cobblestone manager while there today when I brought to his attention that his blowers still don't appear to be working thoroughly. His response to me was, "well it sounds like Superstar is where you should be going". I took that as directive rom him to discontinue patronaging Cobblestone Auto Spa. I think that it was unprofessional and unbecoming of a business professional to say that to a customer. I also do not believe he had the blowers looked at to make sure they were working properly from my initial mention to him. I believe he just said that to appease me initially. I will no longer patronage this business. The manager made it clear to me that does not and did not value my business as a customer.

Please email pictures to the seat and the knife to [redacted]. I will review with [redacted] and the staff. Thanks,[redacted]Operations Manager

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.Not once did [redacted] or you offer to pay for the part yesterday. The part was only offered this morning after I made the complaints on [redacted] and the Revdex.com. I was told NO refund for the wash because they did the job that I paid for. No they did not do the job I paid for. As 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 this. I have been trying to resolve this all day but I can't seem to get a return phone call. I 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,