Super Star Car Wash

Please accept my apologies for this inconvenience to the customer. Please have the customer call our corporate office at ###-###-#### and we will figure out how to give him a refund less the amount of the car wash he received that day. We always give a free carwash, usually the Mega Star Wash...

with a value of $26.95.  [redacted]

I don't understand Mr. [redacted] complaint. I offered in my first response to refund him the $180 less the cost of the car wash he received that day. All he has to do is call our office and speak to the Office Manager, [redacted].  Our number is ###-###-####[redacted]

Mr. [redacted] did return to the car wash two days after he received a car wash at our facility.  He did meet and speak with our Facility Manager, Jason F[redacted].  Jason explained to him why this damage could not have occurred at our facility.  The damaged wheel is on the Passenger side...

where there is not a conveyor guiderail. Only the Driver Side wheels fit inside the conveyor guiderails. Jason sent the car back through the car wash tunnel to prove that there are not any pieces of equipment that could touch or damage the wheel on the Passenger side. This is why we denied the claim then and continue to deny the claim now. This damage occurred somewhere else and the customer just noticed it after getting his car washed so he naturally assumed it happened at the car wash. 
J.R. Ruelas, Operations Manager

This customer purchased a Special Package offer we were running a few months ago. The three free washes he references are issued by the POS System as part of the purchase. This offer is no longer available. The Manager Shawn tried to explain this to him. Like any other business, offers come and...

go and the current offer only includes two free washes which were issued to him. The location managers are not authorized to make changes to packages offered in our POS System. We can refund this customer the $89 he claims he paid for the service if he has not received it. Of course we will want our two free car wash cards returned and he will have to pay for the wash he received on the day he purchased the package. If he has used either of the two free washes, he will have to pay for those as well. Regarding us selling off locations due to poor service, this customer is wrong. They were sold because they were old and no longer fit our image standards. Super Star Car Wash is currently in construction on two new locations and two more will start construction later this year.

The conveyors in all of our Car Wash Tunnels are approximately 100 feet long. The conveyor is on the Driver's side of the vehicle only. Each side of the conveyor track consists of a plastic covered steel guiderail that does not move. Once a car is positioned onto the conveyor, all four wheels of the...

vehicle are lined up with the same direction of the guiderails. If not, we could not have loaded the vehicle onto the conveyor. Our attendant points to an instructional sign that advises the customer to: Place car in neutral, Do not Brake, Do no Steer, and to lower antennas. Out attendant pushes a button to activate a trap door that allows a roller to come up behind the rear wheel of the vehicle and push the vehicle forward through the wash tunnel. Again, the guiderails DO NOT MOVE. If the customer does not touch the steering wheel or step on the brakes, the vehicle will move through the wash tunnel without a problem. However, if the customer turns the steering wheel or steps on the brake, it could cause the front tire of the vehicle to roll over the guiderail. Keep in mind, the customer is in the vehicle and his or her actions are the only ones that can change. Again, the guiderails DO NOT MOVE. For this reason, our attendant told the customer he must have done something to cause his vehicle to jump the conveyor. We wash several hundred cars per day through this wash tunnel, and unless the customer interferes with the process of moving the vehicle through the tunnel, all cars travel through the wash tunnel without incident. For all of these reasons, Super Star Car Wash denies any liability for the damage to this vehicle.[redacted], Operations Manager

Please have the customer contact the Office directly at ###-###-####. Someone there will help with the credit for the months that she did not receive carwashes.  We have three ways to resolve issues like this and leaving a voicemail is one of them. It could be possible that her return phone...

number was not clear and therefore we could not contact her. Again, the number ###-###-#### is a direct line to our office.  [redacted], Operations

I have reviewed the response made by the business in reference to complain at 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. I will purchase the damaged mirror from [redacted] and redeem the cost from super star car wash, up to 150 dollars as the letter stated. I would like to know how super star car wash would like to handle the reimbursement? After the purchase is made, do I bring the receipt in person or mail it?

Regards,

I am sorry, but I find it hard to believe that in two separate occasions when new Fast Pass Tags were applied to the windshield, that never once did any of our employees explain the plan thoroughly.  We hire Mystery shoppers every week to test our employees on how any of our services are sold or on the level of friendliness and courtesy given by the employee to the customer. We market the program as "No Contract" but ask for the signature to show that the customer understands the program. The customer signed the receipt. I am sorry they weren't paying attention to what was said, but still, they signed.  My original proposal to for the customer to pay for the washes they received, no more, no less.  They are not paying for anything that did not receive. That is still my offer.

This vehicle is about 10 years old.  The plastic cowling is at the base of the windshield where the glass meets the hood of the car.  When the vehicle went through the dryers, the pressure of the dryers finished breaking the clips that hold this cowling in place. There are about eight...

clips, and two of the breaks were fresh.  The other six were old breaks.  If all eight clips were strong and in place, this never would have happened. The cause of the damage was worn clips, not the car wash process. Our Manager offered a free detail as a courtesy for the customer's expense to get a new part. We still offer the free detail service, but we do not accept responsibility for the worn and damaged part.

[redacted], Operations

the customer's account of what transpired between him and our Manager, [redacted] is fairly accurate except that he/she leaves out the fact that the customer became very belligerent when we did not wish to fill out a report. The handle is very worn and would have broken at some point soon. It was not...

negligence of our employees. We offered to buy the part at our cost from the Dealership and replace it ourselves. This would cost us approximately $50. We offered this as a customer courtesy, not as an admission of guilt. After being verbally assaulted, the Manager took the offer back. However, we will still order the part and install it ourselves or we can give the customer a Super Star Car Wash Gift Card for $120.00.[redacted]

After discussing the facts of this customer's claims with several members of our staff, it appears that our Sales Staff did not clearly explain what we could or couldn't do regarding the scratches on [redacted] vehicle.  I apologize for that. I also apologize that we did not have the...

vehicle ready for delivery when she arrived to pick it up. I further apologize that she was not contacted swiftly and given the help necessary to address her needs.  I am authorizing a refund of $129.95 to her credit card. All she has to do is call our Corporate Office at [redacted] and refer to this response to Revdex.com. We appreciate her business and hope she will give us the opportunity to serve her again in the future.[redacted], Operations

I have spoken to Mr. [redacted] regarding his mirror. When Mr. [redacted] returned a day or so later to look for his mirror housing, Trey pointed out to him that there was previous damage to the mirror housing and in fact the clips that hold it on were broken. Mr. [redacted] told him not to worry...

and that he would glue the housing back on to the mirror. I did not call Mr. [redacted] at first because I thought the issue was resolved. After Mr. [redacted] called two or three times, I did a little more research before calling him back. Trey, our Manager at that store confirmed that there was not an issue on the day the mirror housing was picked up. Mr. [redacted] was simply going to glue it back on as if he had done this before.  There was never any comment make to Trey that he believed the car wash was responsible. We have a sign posted regarding plastic parts and pieces. This vehicle is 13 years old and plastic is plastic, even if on a BMW. The casing was previously damaged.  Super Star Car Wash is not taking any responsibility for the damages claimed by Mr. [redacted]. 
J.R. R[redacted]

Dear Mr/Mrs [redacted],  I apologize that our attendant did not clearly explain our Unlimited Wash Plan to you.  We will absolutely refund you any charges in months where you did not use the plan. However, if you already started the process of cancelling the charges at your bank, we must wait...

until the Bank issues any chargeback credit to your account and removes those credits from our account.  Otherwise you will wind up with double credits and we will pay out double credits. Did you leave your name and telephone number on the Voice Mail we use for Customer Service?  Our staff at the Office is pretty good about returning calls and handling this type of dispute. I will give you a direct number you can call and they will tell you the process that will be used to get you your refund.  Please call [redacted] Mon-Friday 8am-5pm. We appreciate your business,[redacted], Operations

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. Even though,  I do not agree with the tale story as to what may have happened. You failed to address the straight scratch that went from the front to back on the drivers side. But it is apparent that you will say whatever to avoid ownership of the damage that your equipment caused. I will take your offer to buff it out and hopefully it will be resolved. Please send me the details as to which locations I can visit and whom I should speak to. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,[redacted]

[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 am sorry this customer has been unable to successfully cancel their account and has not had any communication from the new company. At the time the locations were sold, all credit card and customer account information remained with the new owner. We are unable to make any changes to the account. I realize it is inconvenient, but if the customer could visit one of the locations, I am certain a Manager there could help them.

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.Super Star Car WashAttn: Mr. [redacted];February 27, 2015Sir;The apology rings hollow to an original customer when it is filled with a sales pitch.  I require that as a customer of a business that I am treated with dignity and respect.  None of this occurred on this trying and dissatisfying day.  I was verbally berated by a Super Star employee, in front of customers, and staff.No, I wish to cancel my service, as I have states since the inception of this event.  When a client reaches out to you, they are seeking assistance with the overall customer service provided to the client.  The original complaint lists the mx insults, and the tone given to a client is never accepted.  At no point was I insulting, obtuse, or challenging.  When seeking assistance I was met with sub-servant speech.I would expect that there is no charge to my account for this disasters event.Barbara [redacted]Regards,[redacted]

Although I feel the respondent is in error that there was never a buy one get one free promotion at this site because there certainly was shortly after their Grand Opening. However,  I have received a refund from this business and as I don't intend to ever do business with them this is satisfactory to me.  My son who was also sold the deal under false pretenses will be contacting them and following this same route if they do not rectify his situation.

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,

Dear Ms. [redacted],

I am sorry you were not satisfied with the recent car wash you purchased. Could you tell me which location you visited? Could you please give me the name of the Manager? Approximately what time did you go through the wash? It is not our policy to refund money for...

services rendered, but I can offer you an upgraded carwash at a different facility.  Please keep in mind that the $3 wash is called the Lite Wash for a purpose.  It applies only the minimal amount of soap, rinse water and only half of the air dryers come on. Additionally, all of our rinse water is treated reverse osmoses/soft water so hard water spotting is not possible. I apologize if the manager was rude or did not explain the wash process correctly. You can let me know by email if you would like me to send you a free car wash card for our $10 Express Wash.

[redacted], Operations

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. I was serviced at the [redacted]. I think the Managers name was [redacted]. We told them we did not want a more expensive wash at this time due to our camping tip that we were leaving for. Another location will be fine. Thank you for your response

Regards,