Splash Car Wash

Initial Business Response / [redacted] (1000, 17, 2016/05/26) */ My name is William M***, Manager of Splash Car Wash of Fairlawn, successor of Justin W [redacted] I personally was the one to take a look at MrsH [redacted] 's vehicle when she reported scratches on itJustin W [redacted] was with meHer vehicle did have scratches on it, but they were not consistent with the style of brush we useNone of them matched a single directional pattern going horizontally on the sides or vertically on the hood and top of the carThese are the kinds of scratches that are caused by brush style washes that I have seen first hand at other washes I have worked atScratches can also be covered up by dirt, and then noticed once they are washed by either a touch or touch-less washThey did call at a later date and I was the one who spoke with MrH [redacted] I explained to him the same thing that I explained to his wife when she stopped inNever once was he called a liar, and I never hung up on anybodyMrH [redacted] did seem upset by the end of the phone call, but typical goodbyes were saidOwnership also would not have been involved in the situation, as we have managers who will handle the situationThe only time ownership would be involved is if there was going to be a reimbursement of the cost of repairAs for your plan, we will always end a plans renewal immediately if requested online or in store by the customerOne other thing that I am concerned about is your feeling of a lack of safety at our washWhat attendant, and at what time, did they make any sort of action or comment that make you feel for your safety? Please call us at 330-576-and let us know, so that way we can handle the situation accordinglyAs for family members that have also noticed these scratches, we would like them to come in to the store so that way we can review them alsoWe will gladly correct any issues if we find that we are at faultAs for our phones, if another customer is calling, or if we are currently using them, your phone call will not go throughI apologize if this affected you contacting usWe do also have a voicemail for anyone who calls after hours, or in times where we are too busy handling customers in the office or tunnel, and we cant answer right awayWe do not intentionally disconnect our phones or ignore calls Thanks, William M [redacted] General Manager, Splash Car Wash

Initial Business Response / [redacted] (1000, 9, 2016/03/04) */ when the lady come in she had a hard time getting onto the track and half way down hit her brakes and caused not but rollers to go under her tires we run 600-cars a day and this isn't something that just happens and for the driver behind her there is no way that he could of seen if she had her brakes on he had soap all over his car where he was is a top brush and a saop dispenser Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/03/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all, I was directed onto the rollers by the attendant and followed his directionsIf I was not on the track right, it was his fault and he should not have let me go forwardThe manager told my husband that the rollers are always supposed to be behind the back wheels, but when my husband watched the video, the rollers were behind my front wheels and when he asked the manager about that, the manager said "Oh, well it doesn't matter." Second of all, I absolutely did NOT put my brakes onNo brake lights were evident in the video, and the truck driver behind me has no reason to lie about the fact that they were not onIn addition, the truck driver indicated that he put his brakes on to avoid hitting me and the conveyor was still moving him forward in his ton pickup truckEven if my brakes were on, WHICH THEY WERE NOT, the conveyor certainly would have moved my Chevy Equinox forwardThirdly, you would be able to see bright red brake lights through soap if they were on, which again THEY WERE NOT, and the cars are close enough together to see if they were on, even through soapThere certainly wasn't so much soap that it blocked all forward visibilityThe truck driver indicated that he was watching my car and witnessed it stop, so obviously he could see whether my brakes were on or not

This guy posted a bunch of lies , nothing was ever discussed about potential damage from mirror not folding ,was through that wash over times , no issue There was no mention of paying half ever I guess shame on me for not reading disclaimer after over trips You guys fell for that ...........call and listen to disclaimer on there phone message

Thank you for your concernIt is stated that they expire within days prior to your purchase, as well as on the receipt of the purchase as well This is not a gift card and / or gift certificateMost of the customers who purchase these are aware of the day expiration because of thisIf
you do not find yourself washing with us enough, that offer is not best for youWe are currently considering your complaint and other things, as to if we will make any change(s) to the offer

Hello,In regards to the complaint from Steve [redacted] about Splash Car Wash,  I would like to inform you of the situation. Steve came though our wash, being a long time pass holder, and had issues in the past. He was informed that with the mirror issue, if any damage was caused, we are not...

reaponsible. The issue with his mirror was not caused by the wash, but was caused due to tree sap essentially gluing it in the outward position. This is considered a pre-existing issue and we cannot be held accountable for fixing vehicles with prior damage or issues. Steve went through our wash at his own risk. We have many disclaimers posted before the wash tunnel stating our policies. Customers are free to get a refund on their washes of they do not agree with the terms, and they will be sent away. Our care for customers, and the fact that Steve was a long time member, we offered to pay for half of the repairs. We never heard back from him. A couple weeks after the situation he came back in with the rubber grommet he talked about. He stated it was found in the bed of his truck. I let him know at the time of him bringing this to my attention,  that there is no rubber grommet of that style in our wash tunnel, or on any of the equipment. I don't understand how a piece of undamaged rubber found in the bed of a truck, is anywhere relatable to a damaged mirror. I personally have worked on this equipment throughout the course of my long term employment with this company,  and would know about such things. Please let me know if there is anything else needed

Initial Business Response /* (1000, 9, 2016/03/04) */
when the lady come in she had a hard time getting onto the track and half way down hit her brakes and caused not 1 but 2 rollers to go under her tires we run 600-1000 cars a day and this isn't something that just happens and for the driver...

behind her there is no way that he could of seen if she had her brakes on he had soap all over his car where he was is a top brush and a saop dispenser.
Initial Consumer Rebuttal /* (3000, 11, 2016/03/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, I was directed onto the rollers by the attendant and followed his directions. If I was not on the track right, it was his fault and he should not have let me go forward. The manager told my husband that the rollers are always supposed to be behind the back wheels, but when my husband watched the video, the rollers were behind my front wheels and when he asked the manager about that, the manager said "Oh, well it doesn't matter." Second of all, I absolutely did NOT put my brakes on. No brake lights were evident in the video, and the truck driver behind me has no reason to lie about the fact that they were not on. In addition, the truck driver indicated that he put his brakes on to avoid hitting me and the conveyor was still moving him forward in his 1 ton pickup truck. Even if my brakes were on, WHICH THEY WERE NOT, the conveyor certainly would have moved my Chevy Equinox forward. Thirdly, you would be able to see bright red brake lights through soap if they were on, which again THEY WERE NOT, and the cars are close enough together to see if they were on, even through soap. There certainly wasn't so much soap that it blocked all forward visibility. The truck driver indicated that he was watching my car and witnessed it stop, so obviously he could see whether my brakes were on or not.

Initial Business Response /* (1000, 17, 2016/05/26) */
My name is William M[redacted], Manager of Splash Car Wash of Fairlawn, successor of Justin W[redacted]. I personally was the one to take a look at Mrs. H[redacted]'s vehicle when she reported scratches on it. Justin W[redacted] was with me. Her vehicle did...

have scratches on it, but they were not consistent with the style of brush we use. None of them matched a single directional pattern going horizontally on the sides or vertically on the hood and top of the car. These are the kinds of scratches that are caused by brush style washes that I have seen first hand at other washes I have worked at. Scratches can also be covered up by dirt, and then noticed once they are washed by either a touch or touch-less wash. They did call at a later date and I was the one who spoke with Mr. H[redacted]. I explained to him the same thing that I explained to his wife when she stopped in. Never once was he called a liar, and I never hung up on anybody. Mr. H[redacted] did seem upset by the end of the phone call, but typical goodbyes were said. Ownership also would not have been involved in the situation, as we have managers who will handle the situation. The only time ownership would be involved is if there was going to be a reimbursement of the cost of repair. As for your plan, we will always end a plans renewal immediately if requested online or in store by the customer. One other thing that I am concerned about is your feeling of a lack of safety at our wash. What attendant, and at what time, did they make any sort of action or comment that make you feel for your safety? Please call us at 330-576-3940 and let us know, so that way we can handle the situation accordingly. As for family members that have also noticed these scratches, we would like them to come in to the store so that way we can review them also. We will gladly correct any issues if we find that we are at fault. As for our phones, if another customer is calling, or if we are currently using them, your phone call will not go through. I apologize if this affected you contacting us. We do also have a voicemail for anyone who calls after hours, or in times where we are too busy handling customers in the office or tunnel, and we cant answer right away. We do not intentionally disconnect our phones or ignore calls.
Thanks,
William M[redacted]
General Manager, Splash Car Wash

This guy posted a bunch of lies , nothing was ever discussed about potential damage from mirror not folding  ,was through that wash over 30 times , no issue . There was no mention of paying half ever . I guess shame on me for not reading disclaimer after over 30 trips . You guys fell for that ...........call and listen to disclaimer on there phone message.

Review: Splash! Car Wash ripped off my front license plate resulting in damage to my front bumper. The owner was hostile and provided no compensation or apology.Desired Settlement: I have reported the damage to my insurance company and would like to request the damage be repaired and a full refund of the service be repaid.

Review: I took my car, which is 2 months old and has 3500 miles on it, to this business for a carwash. When it came out of the wash, there was a large, deep scratch on the driver's side through all of the layers of paint. I was met by the manager with the simple statement of "The carwash cannot do that" and was dismissed. I demanded the owner's information and called him. When in touch with the owner to resolve the issue, I have been met with denials and nothing but alternate explanations for the damage. Additionally, I have been met with rude, condescending behavior and language that has included insults and profanity.Desired Settlement: Repair the damage to the car that was caused by the carwash.