Moo Moo Car Wash

I have been a monthly membership holder for many years. In June 2023, there was a malfunction making cars bump into each other during the wash. Luckily, my car wasn't damaged, but the manager was supposed to review video footage and get back to me in 3 days but he didn't until about 10 days. Luckily, my car didn't have any damage. On 8/28/23, during the dryer portion of the car wash, a plastic piece from my roof rack came off. I was told they would review the footage and get back to me in 3 days. The manager did not and despite calling and/or stopping in times after that, I ended up having to call corporate to get him to respond. Then, he said it wasn't their fault as part must have been loose for it to come off in dryer part. Part cost me over $100 only available at dealership. Dealership told me they have many customers (and one of their employees) who've had damage at Moo Moo and they won't honor of the reputable claims. Just canceled my membership today after many years as a loyal customer. Just don't trust their equipment and/or ability to honor a potentially reputable claim. Very disappointing.

Upon receiving Mrs [redacted] comments, we immediately looked into the matter, as we take these issues EXTREMELY seriously We could not be more sorry for the lack of the professionalism extended to her during her most recent visits.We first discussed the severity of the poor customer experience with the employee and then reached out to her to address her concerns and to ensure her that this will never happen again The employee believed that it is hard for customers to hear his loading instruction over the background noise, but we reminded him of how that can be perceived and that the phrases he was using are totally unacceptable We will work much harder with him to find more positive ways to conduct his interactions.As a token of our sincerest apologies, Chris contacted Mrs [redacted] directly, additionally hand delivering a gift card in hopes that she will give us another chance to show that she did not make a mistake in choosing Moo Moo Car Wash to take care of her vehicle's appearance needs.Again, we are very sorry about these events and thank her for bringing this to our attention, we value this feedback immensely as it only helps to get us that much closer to perfection We hope that we will see her again soon, and if not completely understand her position.Respectfully,Michael K***Operations ManagerMoo Moo Car [email protected]

My update as of today on the situation with her from our team is that she acknowledges that a majority of the damage was pre-existing from the front end of the vehicle rubbing over parking blocks and curbs We are just trying to meet on what we believe was actually caused from the wash incident (which was the result of another vehicle losing it’s spare tire cover and her driving over it – plastic on plastic)Thanks, Michael K***Director of OperationsMoo Moo Car Wash

Dear Mrand Mrs [redacted] , Thank you for taking the time to provide us with your feedback and please know that we are exceedingly sorry to hear about the scratch on your vehicle! We take claims of damage extremely seriously and thoroughly review and inspect all aspects of the wash and operations, including pictures, video, statements, and equipment, before arriving at any conclusionsWith that said, after extensive and further research, we completely stand behind our decision that our equipment did not and could not cause the scratch for the following reasons: Our brush equipment uses a second generation closed cell, EnviroSOFT foam material that will not hold sand, mud, rock, or any other debris that would scratch vehicle paint - coupled with water and our mild, environmentally safe soaps, become very slippery and slide gently across the surface as they clean, while also wicking dirt away The scratch does not match the consistency that our equipment contacts the vehicle's surface – the EnviroSOFT material is tremendously flexible and would never contact the vehicle straight on, but would curve up and down as it made contact with the surface Brushes maintain a constant distance so that only - inches of the foam finger ends contact the vehicle nor do they bear down on vehicles as they are guided through, thus could not create breaks or varying degrees of depth in a scratch as observed in the pictures on file Were debris to become lodged in the brush equipment, a scratch would be created in a sectional, slapping pattern down the vehicle, and would also have created a loud noise, that was not witnessed The Hilliard location washed roughly vehicles before 9:AM on Saturday, April 1, 2016, over that day, and 1,for the weekend with zero other complaints of damage or scratching Again, we are tremendously sorry and concerned about your claim, but through our carefully executed process and the facts of the matter, cannot accept any liability for something that was not caused by our equipmentSincerely, Michael K [redacted] Operations Manager Moo Moo Car Wash

This is clearly a standard response from the company My car was damaged at this location They can claim the brushes are soft, this that and the other When the manager claimed they had a camera he was pretty confident with that statement, they weren't at fault The camera couldn't help so then they say all that about the brushes I need the scratch on my mirror fixed I am rejecting this response because: Regards, [redacted]

Dear ***,Thank you so much your feedback and we are very sorry about this!Please know that we did update our kiosk technology to better serve Stampede customers, with inclusion of on screen re-activation notifiers We are very sorry that this is not more clear and are working to make them so.I would very much like to get all of your money back to you as soon as possible If you would be so kind, please email me the last four of the credit card that the charges were placed on and the date of the lastest, and I will get them processed back to that account immediately! You can reach me at [redacted] Again, very sorry for this confusion and thank you so much for bringing this to our attention! I look forward to speaking with you further!Thanks, Michael K [redacted] Operations Manager Moo Moo Car Wash

Since this has been ongoing since Spring and I thought we made an agreement in October, I no longer trust your word and desire a money order in my name This money offered does not cover the full amount required to fix this but an amount towards the repairSince your company is not able to follow thru on their word I will need a money order

Majority was not made by other means. I had NO marks on my front fender prior to using your car wash. The indentations on the top front were there AFTER using the car wash. The amount of damage sustained in the under carriage area is hard to determine

To Whom It May Concern:Upon receiving this letter, I immediately called *** *** and looked into the matter further. We verified the incorrect billing, clearing her credit card information out of the system and closing the account, then processed (3) $refunds for a total of
$120.00. As *** *** explained to me, she put a stop/cancel on the card through the bank, but the refunds still processed through our web portal to the account and she was going to verify the bank received them today or tomorrow. I advised *** *** that in the event that the refunds some how do not process, that we would could process a check for her, providing my direct cell phone number.At this time I believe the matter is handled and are just waiting on further feedback from *** ***Thanks,Michael K***Operations ManagerMoo Moo Car Wash

Dear Ms***,Our further apologies as it was not clear to us that this was the accepted resolve.We will ensure immediate payment of the agreed upon $towards your repairs.Thank you,Michael K***

MooMoo was quick to respond, take responsibility for their employee, and remedy the situationI was taken by surprise when Chris arrived unexpectedly at our office with an array of car wash maintenance items shortly after speaking with him over the phoneI will definitely give MooMoo another chance and hope to have a better experience the next timeThank-you

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. The business owner has contacted me and agreed to a refund as requested.
Regards,  [redacted]

Upon receiving Mrs. [redacted] comments, we immediately looked into the matter, as we take these issues EXTREMELY seriously.  We could not be more sorry for the lack of the professionalism extended to her during her most recent visits.We first discussed the severity of the poor customer...

experience with the employee and then reached out to her to address her concerns and to ensure her that this will never happen again.  The employee believed that it is hard for customers to hear his loading instruction over the background noise, but we reminded him of how that can be perceived and that the phrases he was using are totally unacceptable.  We will work much harder with him to find more positive ways to conduct his interactions.As a token of our sincerest apologies, Chris contacted Mrs. [redacted] directly, additionally hand delivering a gift card in hopes that she will give us another chance to show that she did not make a mistake in choosing Moo Moo Car Wash to take care of her vehicle's appearance needs.Again, we are very sorry about these events and thank her for bringing this to our attention, we value this feedback immensely as it only helps to get us that much closer to perfection.  We hope that we will see her again soon, and if not completely understand her position.Respectfully,Michael K[redacted]Operations ManagerMoo Moo Car [email protected]

My update as of today on the situation with her from our team is that she acknowledges that a majority of the damage was pre-existing from the front end of the vehicle rubbing over parking blocks and curbs.  We are just trying to meet on what we believe was actually caused from the wash...

incident (which was the result of another vehicle losing it’s spare tire cover and her driving over it – plastic on plastic). Thanks, Michael K[redacted]Director of OperationsMoo Moo Car Wash

The claim by Moo Moo carwash that the scratches were there before the carwash and were covered by wax or something else on purpose to disguise them is totally unacceptable. 1. At least one major scratch (and several not-so-obvious ones) are on the passenger side window (tinted), how does Moo Moo carwash explain these scratches, based on their claim and definition that wax is used to cover the scratches?2. I bought this car from Infiniti Columbus, not some private party. Dealership will clean the car thoroughly and detail/buffer it before selling it. I bought this car after fully inspecting it, too. These scratches are so obviously resulting from Moo Moo carwash. Why can't they just take responsibility?3. In the response of Moo Moo carwash, they used similar terms when the Area Manager Roger Johns used when talking to me: they say the direction of the scratches don't match their equipments, etc. But when I pointed at some scratches that will have to be caused by their equipments, based on their definition of the direction of scratches, Roger [redacted] simply claimed "these are not caused by our machines".4. The point that a couple hundred vehicles were washed that day without any complaint does not guarantee there were no scratches. I take good care of my car so I took one more look after the carwash, which most people don't. People also don't notice it if there are minor scratches or something, even they do afterwards they might not know it's resulting from the carwash. So that cannot be used as a point. What's more, if you search through Revdex.com.org and yelp, and google, there are other people complaining about Moo Moo carwash scratched their cars. The person on yelp said Moo Moo accepted liability at first and agreed to pay for buffering cost, but rescinded liability when buffering didn't remove all the scratches, knowing that some extra-cost paint job will be needed. When a company does this, you know there are doing everything they can to avoid cost, even when it's wrong.At this moment, I am requesting that Moo Moo carwash accepts liability and pay for cost to remove these scratches.

Dear [redacted],Thank you so much your feedback and we are very sorry about this!Please know that we did update our kiosk technology to better serve Stampede customers, with inclusion of on screen re-activation notifiers.  We are very sorry that this is not more clear and are working to make them...

so.I would very much like to get all of your money back to you as soon as possible.  If you would be so kind, please email me the last four of the credit card that the charges were placed on and the date of the lastest, and I will get them processed back to that account immediately!  You can reach me at [redacted]Again, very sorry for this confusion and thank you so much for bringing this to our attention!  I look forward to speaking with you further!Thanks, Michael K[redacted] Operations Manager Moo Moo Car Wash

Dear Ms. [redacted],Thank you for taking the time to bring this to our attention and we are very sorry to hear about this!Please know that we take claims of damage extremely serious and thoroughly review all documentation, as well as consulting with our senior team, before arriving at any...

outcome lightly.  With that said, we unfortunately cannot take responsibility for the following reasons:Our brushes consist of closed-cell, Envirosoft foam - a product that does not hold dirt, debris, etc (and is safe to the touch, especially when in operation)Further coupled with soap and water, the brushes become very slippery and immediately wick away all material to gently clean vehiclesThe brushes do not bear downThe brushes precisely contour vehiclesThe scratch on the passenger side mirror is significantly wider than the thickness of the foam brush fingersWere an object to become lodged in the brushes, there would be damage from the front to the rear of the vehicleImmediate inspection of the brushes and tunnel yielded no findings of objectsWe washed roughly 550 customers that day with no other claims of damageAgain, we are very sorry about this, but with the facts at hand, simply are not able to take responsibility for the damage.  Sincerely, Michael K[redacted] Operations ManagerMoo Moo Car Wash

This is clearly a standard response from the company.  My car was damaged at this location.   They can claim the brushes are soft, this that and the other.  When the manager claimed they had a camera he was pretty confident with that statement, they weren't at fault.   The camera couldn't help so then they say all that about the brushes.   I need the scratch on my mirror fixed.
I am rejecting this response because:
Regards,
[redacted]

Mr Dobrin, We are very sorry for the confusion at our kiosks and would love the opportunity to assist you with them in the future if you ever need. Per our conversation, you should be seeing the gift card in the mail within the next few days. Thank you so much for your patience and...

understanding on the matter and if there is ever anything we can do to assist you please do not hesitate to let us know.  Michael K[redacted]operations Manager

Dear Mr. and Mrs. [redacted], Thank you for taking the time to provide us with your feedback and please know that we are exceedingly sorry to hear about the scratch on your vehicle!  We take claims of damage extremely seriously and thoroughly review and inspect all aspects of the wash and...

operations, including pictures, video, statements, and equipment, before arriving at any conclusions. With that said, after extensive and further research, we completely stand behind our decision that our equipment did not and could not cause the scratch for the following reasons: 1.  Our brush equipment uses a second generation closed cell, EnviroSOFT foam material that will not hold sand, mud, rock, or any other debris that would scratch vehicle paint - coupled with water and our mild, environmentally safe soaps, become very slippery and slide gently across the surface as they clean, while also wicking dirt away 2.  The scratch does not match the consistency that our equipment contacts the vehicle's surface – the EnviroSOFT material is tremendously flexible and would never contact the vehicle straight on, but would curve up and down as it made contact with the surface 3.  Brushes maintain a constant distance so that only 4 - 6 inches of the foam finger ends contact the vehicle nor do they bear down on vehicles as they are guided through, thus could not create breaks or varying degrees of depth in a scratch as observed in the pictures on file 4.  Were debris to become lodged in the brush equipment, a scratch would be created in a sectional, slapping pattern down the vehicle, and would also have created a loud noise, that was not witnessed 5.  The Hilliard location washed roughly 50 vehicles before 9:00 AM on Saturday, April 1, 2016, over 300 that day, and 1,000 for the weekend with zero other complaints of damage or scratching Again, we are tremendously sorry and concerned about your claim, but through our carefully executed process and the facts of the matter, cannot accept any liability for something that was not caused by our equipment. Sincerely, Michael K[redacted] Operations Manager Moo Moo Car Wash