Super Star Car Wash

I'm sorry, but our Manager personally gave this customer the mirror casing and the clip on it was already broken. The customer told our Manager not to worry, that he would glue the casing back on to the mirror. The car is 13 years old, regardless of the make or model, plastic is plastic and it gets brittle in the Arizona heat and eventually breaks. As for the windows not working now, this is news to me. I guess if we wait long enough, something else will fail and of course it is because he had the car washed.  Please explain to me how washing a car with water on the outside surfaces can damage the window operation. Back to the plastic, there are plastic and rubber seals on the doors and windows. These parts too become old and weak and could allow water to seep into the door panels.  But the "Cause" of the water seepage is bad seals, not bad water.  A heavy rainstorm could possible cause the same result.
I am no longer offering to pay $130 for the mirror casing and I deny any liability for damaged windows.
J.R. R[redacted]

While I can understand what the customer is saying regarding our attendant guiding him in, this is a high volume car wash and the equipment is designed to handle regular stock vehicles without damage occurring. However, when aftermarket parts are installed, we can no longer be responsible for any damage sustained as a result of those aftermarket parts. I'm sure [redacted] was directing the customer forward just like any other customer. At the beginning of the car wash conveyor, we have a device called a Corrallator that safely aligns wheels to the center of the conveyor when either the attendant did not give good directions or the customer was not following the attendant's directions. The height of the guiderails are safe for any standard, stock tire and wheel. But low profile aftermarket wheels enter at their own risk. This is why we post a large sign warning customers about aftermarket or non-stock items.

Our Manager did attempt to call Mr. [redacted] and left a voicemail. We would have redone the service and taken car of his issues. Now that he's had the work done somewhere else, that is not an option. We will give him a Super Star Car Wash Gift Card for $45.00 for the total he originally paid to us. He only needs to return to this location and ask for the Manager, [redacted], and [redacted] will process the card.[redacted]

Super Star Car Wash Lube Center is denying any responsibility for the damage claimed by Mr. [redacted]. For starters, the Lube Invoice isn't even in his name, so technically he was not a customer of ours. Suspiciously, the employee that worked for us and Mr. [redacted] claims is his friend quit the...

day Mr. [redacted] first complained about a leak on his car. Mr. [redacted] didn't bring his car back to our shop until four days later, because he had gone out of town, so the rental car was rented because his car is in terrible shape with 208,000 miles on it. His car is badly banged up and the bumper looks like it is ready to fall off. Mr. [redacted] did not even bring the car back himself, he had another friend bring it. Our Manager, [redacted], looked at the pictures of the supposed oil leak and noticed that the spill on the driveway is on the opposite side of the engine where the oil pan plug and oil filter are located. The fluid leak is coming from the Transmission plug, which [redacted] showed to the friend of Mr. [redacted]. We did not service the Transmission.  In fact, the service invoice we completed shows that the fluid level for the Transmission was OK, We did not top it off with new fluid of any kind. Again, Super Star Car Wash in not accepting any responsibility for the damage claimed by Mr.[redacted], Operations Manager

I am sorry that you don't agree with our position, but the fact remains, how does air drying cause a plastic part of your car to come apart from the car unless some of the 10 year old plastic was weathered from the intense Arizona heat? Perhaps the clips were metal, but the part of the cowling they clipped into was not metal. That explains why the clips were still in the frame, but the brittle plastic of the cowling was not. We wash several hundred cars per day at this facility. Don't you think that we would be damaging cars left and right if the air pressures was too strong? I am sorry, but the cause of this damage was brittle, weathered plastic, not an air dryer designed to do the same job on every car we wash.

Operations

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 tried to contact the Super Star Car Wash one day after the purchase, and was told I needed to contact their corporate office.  I called the corporate office and left a message. No one ever returned my call. Then I contacted Revdex.com for help.  After your office looked into the matter, you passed on the information from the business which instructed me to contact their corporate office.  I have called and left messages twice in the last three days, and have still not received a response. Your office passed on positive information from them, and I was looking forward to getting my money back, but now it seems they are avoiding any follow through on what they told you. I would appreciate your assistance.  Thank you very much.

[redacted]  ###-###-####

I apologize to Ms. Cassidy that we have not been able to provide the detail service as promised when she made the original purchase. I can promise to have the work done in the timeframe promised or I can give her a complete refund less the price of the wash she received that day and any...

other Prepaid Washes she may have received as part of the purchase. Please have her email me at [redacted] and let me know what her decision is.JR R[redacted]

I met with Mr. [redacted] a few days after he called the office and spoke with [redacted]. I met him at the location where he claims his rim was damaged. I had spoken with [redacted], our Manager before meeting Mr. [redacted]. All of our attendants, including [redacted] direct all customers the same way into the car...

wash tunnel. [redacted] told me that Mr. [redacted] was already driving forward into the tunnel before [redacted] signaled him to do so. [redacted] also states that Mr. [redacted] was driving too fast forward for [redacted] to have a chance to direct him safely onto the conveyor. By the time [redacted] had Mr. [redacted]'s attention, Mr. [redacted] had already driven his car onto the conveyor and had impacted the front driver side rim. Mr. [redacted] has been to our car wash numerous times, so he already knows how the front wheel is alligned onto the conveyor. Mr. [redacted] showed me a picture of the guide rail he believes caused the damage to his rim. I looked at the picture and the guide rail and told Mr. [redacted] that I did not see the scratch he was talking about. There were no fresh scratches on the far left guide rail, and furthermore, a driver would have to be driving too far left to hit this part of the guide rail. As I said earlier, Mr. [redacted] is a frequent customer and he would know better than to drive that far left. The fact that he was driving too fast, and that his rims and tires are Aftermarket, low profile rims and tires, for which we have a sign prominently posted warning against damages to vehicles with aftermarket, non-factory parts, is why Super Star Car Wash has denied this claim. I did give Mr. [redacted] a couple of names of companies that can make repairs to rims, but I also told him that we were not accepting responsibility for the damage to his rims and we would not pay to have one repaired. Our attendants were never in possession of his vehicle.  Mr. [redacted] was always and completely in control of his vehicle. If Mr. [redacted]'s tires and rims were standard/factory rims and tires, there would never be any damage to his rims. [redacted]

Dear [redacted], I am sorry our attendant was not clear is explaining our Fast Pass program to you. Please call our office directly at [redacted] and one of the girls in the office can help you. We appreciate your business.[redacted], Operations

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 vehicle is 10 years old.  According to this logic every car serviced at your car wash that is 10 years or older has the potential for damage at your facility.  There is no way for you to know how many clips were broken or not.  This is your theory/ opinion and it's based of faulty logic.  I think it is even more ridiculous that you could estimate a number of clips being loose or broken.  The opinion of the car dealer that has replaced the part has an opinion and he states that there is no way that the clips could have been previously broken, as he had to use tools to remove the remaning clips to install the new part.  By the way the clips are metal and not plastic.  As I stated when I had a conversation with the attendant at the car wash.  The part showed no sign of being loose or damage prior to entering the car wash.  The part did not shake or rattle or move when being driven at city or highway speeds.  Furthermore, the offering of a detail is not reflective of the true value of the part versus the retail value of the service being offered.  I would not consider bringing my old car or my new car back to your car wash until you can offer to repair the damage to my vehicle.  This is what I asked for initially and it is what I am willing to settle for.  Regards,

I have reached out to our Office Staff and asked them to contact Ms. [redacted] and cancel her account and issue her a $16.95 credit.[redacted]

I did leave a voicemail on Mr. [redacted] phone and explained exactly what he wrote. I got the information from the Site Manager. I'm sorry if I understood it to be a van, not a truck. Based on my Manager's assessment, there was enough prior damage on the outside of the mirror to believe that this...

prior damage contributed to the accident in the wash tunnel. Also, I did say that this vehicle is a 2003 model and in Arizona's extreme heat, the plastic parts that hold the mirror in place coupled with prior impact were mainly the cause of the damage.  I did offer up to $50 for the repair, but based on Mr. [redacted] estimate from [redacted], I will increase that to $150. I am willing to meet him halfway, but still do not believe Super Star Car Wash is totally responsible.  If Mr. [redacted] goes to [redacted] on the internet, I am sure he can find that mirror for much less than $350.  I will still offer him $150 towards the repair.[redacted]Operations Manager

I apologize that this customer has had such a disappointing experience after purchasing our Unlimited Wash Plan. The plan sells for $24.95 each month, but is discounted $10 on the original purchase. I apologize that our sales attendant did not carefully explain that and the fact that it is a...

recurring monthly charge. Please have the customer call the office directly, not a voicemail, at ###-###-#### and our staff will refund any charges for services she did not receive. Cancelling the Unlimited Wash Plan should be an easy transaction and I'm not sure why this customer had such difficulties.JR R[redacted]

Wendy from Super Star Car Wash ([redacted]) called on 10/23/15 and was able to find the confirmation cancellation number that was submitted online on 9/32/15. She stated that the company sent an email to me on 9/25/15 because they do not own that location and if I am being charged, it is from the 51st avenue location not from Super Star Car Wash. Wendy stated. "I would go over there and say that you've been trying to cancel and you just haven't been able to, to see what they can do, if they can refund that money back and cancel your pass." I never received any communication after the confirmation for the cancellation on 9/23/15 from Super Star Car Wash. I asked how is it that this company has the same name and it on their website. Wendy confirmed that a few months back we did sell the car wash we do not own it anymore. She states that she knows that the new company can issue refunds at the location. She recommends going to the bank.I called the 99th avenue location ([redacted]) to see if they knew the new name or had the phone number for the business located at 51st avenue. I spoke with Jason and he stated 6 months ago another company acquired 2 properties at 51st and 67th. He asked around and no one knew the new company name or the phone numbers.  Jason said the outside of the building may still say Super Star but they are not own by us and are in the process of changing their names. He apologized and said I would need to speak with a manager there and he didn't have any more information. I called the location number listed on the website ([redacted]) and the phone rings then a voice states please enter your remote access code.I pulled up my account to look at all the charges. I found 1 in July that said Quick Clean 51 st avenue car wash and 3 (Aug, Sept, Oct) that say 51 st avenue car wash. I googled both names and I can not find any information for the new location.
Someone charged $99.80 to my account under 2 different company names, after I visited Super Star Car Wash in June 2015. I had to cancel my bank card. Lesson learnt, I will use cash or wash my own car. [redacted]

Yes, he explained to me this same excuse. A body shop will not agree with him because my vehicle hasn't been in AZ that long. So, this excuse is invalid. Also if I can buff it out or wipe it off myself then how is it my clear coat? For this Manage to say my issue where resolved is obviously incorrect due to the st quality of work I received the second time and the burn marks on my vehicle. I have taken pictures of my vehicle and I'm prepared to take this as far as I need to. Ive stated before I don't trust this company to handle my vehicle with care. All of these "explanations" are no more then some cover your as excuse. In my opinion this it very unprofessional to make mistakes with someone's vehicle and offer them a gift card like they will come back to take company also very unprofessional to treat a medically retired Army Cpl this way. If they won't give me all my money back I want at least half for the half of work they didn't do or messed up on.

I received a letter from Ms. [redacted] today.  She attached pages that we had sent her showing the records of her visits to the Car Wash.  I did a little more research and discovered that she or her husband has been back another visit and used one of the passes.  Using the sheets she...

forwarded to me, and adding the one more wash she or he used, I added each charge Mr. or Mrs [redacted] was assessed either on the day of purchase of the plan or for any subsequent automatic recharges. I then added up the cost of each car wash they have received during this time, including the value of the wash they received at time of signup. I also took into account that the last four attempts on two of the plans were declined because the credit card on file would not process.  This way, the [redacted] are only paying for washes they received.  We will assume they never belonged to any monthly plan.  You can't have it both ways, receiving unlimited washes during periods they agree they were on a plan, although they claim they never signed up for such a plan, and then receiving refunds for months where they did not receive any car washes.  This way, they will only pay for what they received. If you add each initial charge and recharge up, that totals $225.35. Then, if you add up the value of each car wash they received, that totals $133.00. We will be happy to refund the [redacted] a total of $92.35 which is the difference. They can call our office, ###-###-####, speak to [redacted], the Office Manager, and she will execute the refund. 

[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.]

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]

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.

We are not satisfied with the resolution proposed by the business.  The operations manager indicated "You can't have it both ways, receiving unlimited washes during periods they agree they were on a plan, although they claim they never signed up for such a plan, and then receiving refunds for months where they did not receive any car washes"  however, we were not informed by the car wash staff who sold us what we thought was a one month pass when in fact was a continuing monthly plan.  We were not provided a contract that we signed or any additional information that would indicate that we were going to have continual monthly charges.  As indicated in the spreadsheet below and the detailed usage provided by the car wash, we thought we were purchasing a car wash pass that would last a month and as indicated in the usage it is very apparent that we stopped using the plan when we thought it expired.  Had the recurring monthly plan been explained to us, we would have used it continuously the entire time we were paying for the plan as we certainly have no issue with the quality of the car washes we received.  Further, we were sold a second monthly car wash pass for the same vehicle (car wash staff removed the old pass from the windshield and applied a new one on the windshield) while we were still paying for the one that was removed.   

When we discovered that we were being charged several monthly charges, we called both the local car wash and the corporate office and were informed that we would not be getting a refund because we agreed to the terms of the monthly contract.  Therefore, we began using the pass in  March because we thought it was a use it or lose it situation.  We do not have the expectation that the pass that renewed in March will be refunded.

We have requested a copy of all contracts that we signed in which we agreed to the terms and conditions of the recurring charges for monthly car washes and we given a copy of one receipt my husband signed which he signed assuming it was for the credit card transaction for a one month pass.  Based on the fact that we did not agree to a contract that would continue in perpetuity, and our usage details as provide by the car wash support our understanding of what we were getting when we agreed to a month long car wash pass (see separate document), we feel that we are entitled to a refund of $172.55 ($84.75 + $65.85 + $21.95).  

Regards,

I am sorry the Manager of Duty was not more polite when explaining that Super Star Car Wash would accept responsibility for Ms. [redacted] bumper coming off.  He should have explained that the only way for a bumper to come off in the wash tunnel is if the clips that hold it in place were...

previously damaged or loose. The cloth equipment that cleans the front, side and back of the car will not remove or loosen the bumper on its own.  The bumper has to be loose or damaged for the cloth to further knock it loose form the body of the vehicle. It's possible the bumper had bumped into something else at some prior time and the clips that attach it to the body of the car were weak, cracked or loose. Then, while having the car washed, the friction of the cloth cleaning the car further loosened the bumper and it came off.  We wash several hundred cars at this car wash every day. Other bumpers do not fall off because they are properly attached to the car. I am sorry, but Super Star Car Wash is not responsible for the damage to Ms. [redacted] bumper.[redacted], Operations

The gentleman that I spoke with was quite rude. I returned the very next day, and there is no clip damage on the casing as they suggested. In fact, they were quite rude and told me they would replace the housing period. the car may be 2003, however there is no reason for a perfectly taken care of car to suffer these issues. They are not addressing the fact that they are at fault. the Manager that I spoke with admitted fault immediately. 
 
Scottsdale BMW is where I got the original quote as my family has serviced this car there for years, and then I obtained a quote from New Dimensions with regard to 3 windows now not properly functioning soon after the car washes. The fact that these things are directly correlated to the car wash and the Car wash machine "tool" used to wash my car is ridiculous and quite frankly scary. That could cause serious damage to the people inside the car had the window fell down in the middle of the wash. The excuse of the age of the car carries no value. 
 
They need to replace whatever the issues are and that is simple the legal thing to do at this juncture. It will cost me up to 1200.00 just with these problems alone. There could even be extensive electrical damage that I am not aware of. The Manager had me run it back through to see if it would happen again...That is a problem in and of itself.