Super Star Car Wash

Review: The company accused me of misuse of using my car wash sticker. I NEVER used my car wash sticker on any other car and they have not provided any reason why they accused me of this. I have a voice mail from December 24, 2013 of this accusation and that [redacted] the operations officer said that they have cancelled my account and will refund the difference by prorating the month of December 2013. Now I have noticed that they have been charging my bank $16.95 for January 2014, February 2014, and March 2014. I called the company 4 times and finally left a message on [redacted]'s voice mall and he called me on March 25, 2014 and stated that he will get it refunded, and just call [redacted], but calling [redacted] on March 26, 2014, [redacted] said she will not be refunding the full amount and later on [redacted] left me a message on my voice mail stating that he will not be making a refund of $56.90 and that I have done something illegal and that you can take his offer or leave it. These voice messages, I have them on my phone for anyone to here.Desired Settlement: FUll amount of refund of $56.90 broken down amount is December 2013 prorated $6.05 and 3 months of unauthorized charges of !6.95 each month.

Business

Response:

This complaint has been resolved and we refunded the customer the full amount they requested. Although we didn't agree with the customer's math in calculating the amount of the refund, it just wasn't worth arguing over any longer. [redacted]

Review: I was told there was a special when I asked for my regular wash...the guy informed me that for the same price I could get a trial of the 30 day wash pass AND my regular wash. I specifically asked him and he assured me that this was not a recurring transaction. That I would not have to cancel it.

And I , to my disgust, forgot everything I know about this company and fell for it. What can I say it was a weak moment and hope springs eternal.

Well, of course, I have just realized that I have been charged every month since that fateful day to the tune of 16.95 per month. I contacted my bank and attached a link to this companies [redacted] review to show them that I am not alone.

I am glad to say I have finally taken the cure...I will drive 10 miles and 30 minutes out of my way rather than have anything to do with this corrupt business.. And I will ultimately save time and trouble.

I suggest you skip my abysmal learning curve and jump right to avoiding this snake pit.

Update: I took the time to go to the business and get the phone number that is posted for customers to narc on employees if they charge you more than the register says: [redacted] I called this number and told the lady named [redacted] what had happened. She agreed to "cancel my contract" and kept repeating that phrase even though I told her, repeatedly, that I have not entered into any contract. The manager came out to talk to me at this point so I disconnected with [redacted]. Only to realize later that she had said nothing about the refund. So I called her back and now know this was intentional on her part. I had to specifically request a refund and was disgusted to be told that the only refund they will give me is a gift card...I said that is really not useful since I no longer want to do business with you. She said that is all she can do. So I said I would take this fiasco to the Revdex.com. This is not an unique experience...I became aware of this only after my son caught them on the same deal at the same time charging his account. And [redacted] is also full of people complaining about the exact same scam.Desired Settlement: I want them to credit back to my account the 16.95 they stole.

Business

Response:

Thank you for your review on [redacted] and for contacting the Revdex.com. I apologize that our sales employee was not clear in presenting our Unlimited Wash Plan. There is no Scam intended, just a salesman who isn't following policy. When we discover that an employee is not explaining the Fast Pass Plan correctly, we retrain or replace them. I have contacted our office staff and instructed them to post a refund of $16.95 to your credit card when you call in. They have your name. We have never had a "Buy one, Get One Free" wash promotion at this site. What we do have is a promotion that give the customer a "Five Day Wash Guarantee" so if for any reason you want another wash, you have Five Days to redeem the voucher issued. The voucher is Time Sensitive so it does expire Five Day later at the exact time of day when it was issued. We appreciate your business[redacted], Operations

Consumer

Response:

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,

In October had the $5 wash and the top roller trashed the top of my hood, top of the car, and the top of the trunk....it left deep scratches and actually cut into the metal on the top of the car. Damages estimated at 2800.00 dollars. [redacted]

Review: I took my [redacted] to this car wash to get the dirt that is much visible on a black car. After going through the car wash there appeared scratches on the roof. One went from the front drivers side to the back and the others were in a circular motion. I brought to the attendants attention and he immediately denied that it was any fault of their machines. I said are you going to document the issue or just deny the incident. He named [redacted] then goes in and gets a piece of paper and wrote down something and says he will report it to his manager and I would hear something soon. Well soon was definitely later because almost two months later someone who did not state their name or number left a message on my voice mail saying that [redacted] told him that he checked the equipment and also cars that came after me (which is a lie!) and they do not assume responsibility. Then refers me to some place down the street from them and says he spoke with them and they would give me a 15% discount and he would give me a coupon. If I did take that notion I would have no record of who referred me there because he refrained from identifying himself. My car was bought earlier this year and less than a year old, I am very careful with trying to take care of it. So when I noticed the scratches when I got out to dry the excess water off, I was upset. Then for this company want to infer that I scratched my roof from drivers side to back and in circular motion!! Really, how would I do that??Desired Settlement: I would like my car repaired and repainted if the scratches cannot be buffed out. This company needs to take responsibility for their equipment being off or broken or whatever!

Business

Response:

The reason [redacted] denied [redacted] claim is because the scratches on her car were in a circular motion. The brushes in the car wash equipment spin in the same direction as the car is traveling. It is impossible to create circular scratches. [redacted] said it looked like someone, not necessarily [redacted], had set a box on the car and when removing it, they may have turned the box to get a better grip on it. We are not sure if that indeed is what happened, but we definitely are certain it did not happen in the car wash. We contacted [redacted] at Blue Wave Car Wash on [redacted]. He is not affiliated with our company but said he would offer her a 15% discount to buff and wax the areas she complained about. Super Star Car Wash also has Detail Centers, but only in the [redacted]. If [redacted] wishes to drive to one of our locations, we will buff and wax those areas at no charge and as a courtesy only, not as an admission of guilt. If the scratches are light, they will all come out. If they are deep and down to the primer, they will not come out but will be less noticeable. Again, these kind of scratches could not occur in our wash tunnel. [redacted], Operations Manager

Consumer

Response:

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,

Review: Oct 21 2014

My name is [redacted] and I am disputing the claim from Super Star Car Wash. In March of this year I took my car to Super Star Car Wash located at [redacted]. When I pulled up there where employees going to every car offering a special, One Month of car washes for $6.95, that was it, nothing else. I agreed for the month, paid it with my card and got my receipt. They placed a sticker on my windshield and said nothing else. Soon after I noticed a charge on my card from Superstar car wash charging my account $16.95 a month for car washes that I never agreed to nor gave permission to take out of my account. Now 7 Months later and charges for this is still being charged to my account. I have tried to contact Superstar Car Wash corporate office but I am unable to locate a phone number. I never signed anything agreeing to have them continue charging my account .The practice of not telling people what happens after they get there first month of car washes is very DEVIOUS. I am very upset I need this to stop immediately.

[redacted]Desired Settlement: The bank refunded my debit card, but because they say that I had used there services my bank now wants to take the money back out of my account. I had stopped using there services months ago. I want my money back that was taken out of my account.

Business

Response:

I am sorry that Ms. [redacted]'s account has been being charged monthly without her knowledge. I am a little confused when she says she hasn't been able to contact us. We have a number listed on our website for customers to leave a voicemail, we also have a feature on the website which allows customers to cancel their membership online, and finally, we have a form at the carwash where she signed up that allows customers to cancel on the spot. If she will call our office at ###-###-#### and explain her situation, the office staff will help her.[redacted]Operations Manager

Review: On Sunday July 12, 2015 my husband [redacted] and I took our 2007 Cadillac Escalade to Super Star Car Was located on 99th Ave and Mcdowell Rd. my husband and I had enrolled in a membership to get a vehicle washed and vaccumed anytime we would want a few weeks prior to this incident. We had already taken our vehicle a few times for service every time we they would inspect vehicle with us existing damages to our vehicle were pointed our as we were advised that they would not be responsible for any of those damages. To me this sounded reasonable and smart for them to do such a thing would give me that piece of mind and them. July 12 when we took in our vehicle such inspection was done prior to leaving the vehicle for vacuum and washing. At 2:10 pm we were given the signal that our vehicle was ready. My husband, our two kids and I approached vehicle. When my husband attempted to open passenger door on the driver side to put in my child he noticed that the door handle was broken. He asked an employee around us to please contact his manager to point out the damage that had been done after the inspection that was done when we left it to get it washed and vaccumed. Manager by the name of [redacted] approached our vehicle, we pointed our the damage and he did an inspection on the damage. He stated that this is something that regularly happens and that they would be able to get this solved by buying the handle that they would take care of it. My husband asked if this would be a GM brand, installation and if this would be done by a professional. [redacted] stated that they do this all the time and that he would do it himself not to worry about it and that or course it would be a GM brand door handle that they would make it right to go back Thursday the 23rd he would have the part ready for us. My husband then asked for something in writing stating this, as he did not want to have any issues that Thursday when he would to go back to get this taken care of such thing was denied by [redacted]. He stated that they did not give anything in writing that his word was good enough. My husband then advised that he did not doubt this but he still wanted something in writing conforming what he had just offered him to fix the damage that was done on the vehicle has someone is his staff. [redacted]'s response was "it would be much easier for to say that the damage was done prior to you coming to us" my husbands response towards this was they do an inspection every time we bring the vehicle they would have pointed this out because they had to open the door to vacuum this area and this was never brought to my attention which it would have been done like the other small damages the vehicle has. [redacted] advised that he was not going to fix anything for us my husband advised him that he had already agreed to fixing this and had agreed that the damage had been done by a staff member. [redacted] advised that he had changed his mind and he would not fix anything. My husband and I asked for higher management and we were advised by him that he was the person in charge at the time. He gave us a number to contact [redacted] the store manager on Tuesday which would be his next work day. [redacted] never took down our name nor number to have his store manager contact us he stated he would have to call ourselves. On Tuesday July 14th, 2015 around noon I contacted [redacted] over the phone he stated he has the store manager. I explained the situation and the details on what had happened on Sunday he stated that [redacted] had not made him aware of anything. [redacted] asked for me to take in the vehicle so he could take a look at the damage himself as he was not aware of anything. That same day I took time off my work to be able to take the vehicle in and speak to [redacted] personally about the situation. Once I got there around 3 pm I explained the situation and advised what we had been told by [redacted] initially that he was going to order the part and take care of installation etc... But that then he had changed his mind when we asked him for something in writing stating that he would do this for us. [redacted] proceeded and took a look at the door handle and after less than a minute that the inspection he had done it showed that handle broke because of wear and tear. I advised him that to me it broke because someone from his staff had pulled on the door handle to hard or tried to open it without the vehicle being unlocked. [redacted] advised that this damage was something very common in most GM models. I explained to him that it did not make any sense how he would tell me such a thing that if this was about the be broken it would have broke when I took out my baby when I got her off for them to be able to vacuum the vehicle. He stated that door handle would have more wear than normal because it was used more than the other handles because I have a baby that I have to taking in and out. I cleaned to him that if I used it more than other door was not the problem and pointed out that [redacted] had taken full responsibility on Sunday for the damage that one of his staff members had done and when we asked him for something in writing he decided to say never mind he won't take care of it. He stated that he would not be able to do anything for me that he was not sure why [redacted] would take this action and would talk to him about it. I asked for cooperate number or higher management because to me this sounded unreasonable and not ethical. I also asked him to cancel my membership that was costing me $50 a month for me to be treated like this and for them to treat the situation the way that it had been taken care of. He stated that he would not be able to give me no other number nor name as what he said was what was going to happen that basically his decision is how it would go. I advised him not to worry about it that I would submit a complaint he then stated that it was sorry to hear that and for me to want to cancel my membership and offered to compensate whatever I would spend fixing the handle by giving me a detail worth that amount. I explained to him that this is not what I needed that I was not interested in such thing as my experience with them had not been pleasant that I would not want to make anymore business with them. That all that I was asking of him was for them to take responsibility for a damage that was done on their site. He advised that their policy states that they are not responsible for any kind of damage on the unit. I advised that their policy states that they are not responsible for any current damage and loss items of the vehicle etc.. That is the reason why an inspection of the unit is done by his staff in front of me to avoid such claims. He provided me steps on how to cancel my service and again he neither did bother to take my name nor number.Desired Settlement: I would like what was initially agreed by the store manager [redacted] to be done which was the repair on the handle to my 2007 Cadillac Escalade. He had initially agreed to order such part and have it installed for us until we asked for something in writing and he decided to change his mind. I want to believe that their is ethic in their management personnel and do what is promised.

Business

Response:

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]

Consumer

Response:

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 am completely astonished and offended by your response. Once again where is the customer service and professionalism.The comments that were made of my husband character being "belligerent: and that the manager got "verbally assaulted"is completely false. My husband got irritated at the situation like any other person that would have obtained the serviceyour manager gave us. Myself and my two kids where with him at that time my husband would never proceed with thatkind of conduct in front of his family nor disrespect anyone especially in public. Don't you think if he would have became thatbelligerent or your manager would have felt unsafe police would not have been called or a crowd of people would have followedthe situation. Your response is unacceptable what you just did is called "defamation" towards my husband's character.I have no interest in conducting additional business with your car wash so the $120 gift card is not an option. I would likefor you to let me know when the part will be ordered and when I can pick it up. I don't feel safe leaving my vehicle under yoursupervision or members of your staff to install this part, so I will take care of the installation. I do expect for the door handleto be original GM brand once again it's a 2007 Cadillac Escalade.

Regards,

Business

Response:

My original offer remains the same.

Review: We went to get a quickie car wash and were cheated by getting a terrible wash when we spoke with manager we treated poorly the car had water stains every where there was no soap provided in the car wash we thouht because we had already payed mabey they would let us go through but no we were rudly shood away I mean we were shood away that is not treating us like super stars and it was our first time so were not going to come back unless somthing is done and to think we were this close to getting the easy pass memgership.Desired Settlement: Money back and apoliges from the maneger

Business

Response:

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

Consumer

Response:

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,

Review: I am a snowbird from Washington State. I arrived in AZ in late March. My van got very dirty on the way down from Washington so took it to Super Star car wash for a wash job. Waiting lin line I selected an inexpensive wash that allowed me to stay in may car while it was being washed. I had been in line for quite a while a young man approcahed and apologized for the long wait. He asked if I would be interested in paying a one time fee for the that would give me unlimited washes for the month. I asked if that was for the remainder of the month and he indicted that was correct but since I had waited in line so long he would give me the $16 plus service for $6.95 which was only slightly more than the wash I had paid for. He placed a tag on my windshield which allowed me through the car wash without going through the line. I took my car back twice to get it washed and the system worked fine. The first of May I removed the tag from my window and forgot all about it. On the 16th of April I noticed a charge on my statemnet for $16 but nothing registered. I had taken my car to another car wash I just assumed that was the charge and thought no more about it. Tonight I was looking at my bank statement online and saw another $16 plus charge from super star car wash on my statement. I called their number and on the recorded message is a statement about cancelling monthly service. WHOA! I guess when I went there in March I unkowingly committed myself to continuing monlhly service charge with my realizing it would be charged to my debit card. The fact that they had a message on their answering service indictes to me that this is a scam others have fallen for as well.Desired Settlement: Since I did not use their service in April or May I am requesting a refund of the charges made to my debit card. The amount is about $33.90. To get the exact amount I would have to leave this page and go to my banking site but if I did I would probably lose all I have typed so far so Please do not hold that against me. They know what the amount. If the young man had explained the program to me I would have not chosen this monthly service altho many might. The price is probably very fair for someone who does not have other access to car washing equipment. I do and usually wash my car myself. However in March I was in a hurry and at Costco and the car wash was right accoss the street and I just wanted to get a quick wash and get home. Thank you for reading this and doing whatever you can to set this right. I am thinking this is not the first complaint against tthis comany.

Business

Response:

Dear Revdex.com,

There is no scam here. Just a customer who did not pay attention to the salesman, nor did he/she listen carefully to the voicemail. There is no contract in joining the Unlimited Wash Plan, and you can cancel at any time. The voicemail directs them to our Website, [redacted] where there is a tab at the top for Fast Pass. When selected, there is a form to complete to cancel the plan. That simple. But many people want to take the easiest route possible, so here it is. Call the Office at [redacted] and speak to one our office assistants. Give them the tag number in the windshield, or their name, or the last four digits of their credit card used to make the purchase, and a refund will be made for the last full month the Plan was not used.

See, no scam, just someone not taking the time to listen or follow instructions.

Respectfully,

*.*. [redacted]

Operations

Consumer

Response:

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: I have been a loyal customer and cant help but feel frustrated and furious by the way I was treated. I decided to wash my truck and as I came out of the wash to vacuum it, I notice the excessive scratches it had on both sides of my vehicle. I spoke to [redacted] (the manager) he stated it was due to excessive mud. I explained there was no excessive mud and I wanted him to fix the damage. He said there was nothing he could do. My wife asked for the corporate phone number, he then stated he had to write a report but that yes he could give us the number. As he returned I noticed on the paperwork he tried changing my words and tried turning around what he said as if I had said it. I signed the form but before I did I included I had never said that. He was obviously trying to put the blame on me since he also checked off super star denies responsibility. I went ahead and cancelled my monthly fastpass because of the situation. Another manager called the GM (general manager) [redacted]. When I spoke to he him I explained what happened he said maybe another vehicle in front of me had mud but since no one saw any other vehicle with starches it was possibly my own. While the workers were taking a picture of the damage to send to [redacted]. Both managers approached me and said if I get corporate involved they weren't going to fix it. They told me if I didn't submit the complaint they could buff it at their house. I disregarded their statement since it did not sound honest. When I returned to my phone call with [redacted] he as well said there was nothing he could do. I was so upset I called the police because I wasn't getting anywhere with them. Incident number [redacted]. Officer [redacted] said to call corporate in order to get something resolved and if nothing gets resolved I could file a civil matter through the courts. Which I will do if the issue isn't resolved. I can't continue with a company whose staff fails to meet customer needs when their at fault.Desired Settlement: I would like the company to remove the scratches professionally, weather it's through buffing the vehicle or a paint job. Fix or repair damages caused by brushes/car wash equipment.

Business

Response:

We have left a voicemail on this customer's phone explaining why we denied his claim. This location washes several hundred cars per day. If there were something in the cloth equipment that was scratching cars, we would have scratched several cars that day. We did not have any other complaints regarding scratches on this day. This customer came may have been driving in an area with shrubs and bushes. That is what likely caused the scratches. When the vehicle was washed, now all of the scratches were visible. Our equipment did not cause the scratches. This customer is in need of a Buff and Wax Detail Service and they are trying to accuse us of causing the damage so that we will send them to a Detail Shop to have the scratches removed. On the original day of the damage, our manager showed this customer other cars that had just been washed and they did not have any scratches on their cars. The customer claims they spoke with a [redacted], but we do not have any [redacted] at any Car Wash Location as a Manager, and the General Managers of our company are named [redacted],[redacted] and [redacted]. I don't know who they spoke with. I am sorry, but we are not accepting liability for these scratches nor are we going to offer to wax it. [redacted]Operations

I had an incident on my first try of this place - where my brand new car was sent smashing into the rear of the car ahead of me. However it happened, the car ahead of me came off the guide rails and then the belt system kept pushing my car into the rear of the car that was stuck. After what seemed like 30 seconds of honking my horn, someone finally realized what had happened, hit the emergency stop button and got us out of there. The manager on site - who didn't offer up his name, nor had a name tag - immediately put blame on the driver ahead of me and refused to accept any responsibility. Fortunately, no outward visible damage to my new car - and despite all of this, the wash didn't do a very decent job as it was. (missed large areas on the rear of my vehicle).

To the manager's credit - he did offer to run me through again - but after an experience like this on my first time, no way I'm taking that risk. Especially knowing they don't stand behind their own equipment.

To me, it seemed like the operator was not leaving enough space in-between vehicles and keep cramming us on the belt.

Use this place at your own risk and know the owner will not accept any responsibility for their equipment malfunctioning. If you look at the reviews here you'll clearly see that others have complained about damage. Its not worth the risk to try it anyhow if you value your car.

Also - this is not a $3 car wash in any way - not that I seriously expected it, but be prepared to put out $10-$15 or more for this '$3 car wash'.

Review: My car was damaged at this car wash. The cowling was blown off of the hood of my car. The attendant reasoned to me that it must have been damaged all ready. It was intact and it was not loose or previously damaged. The manager assumed no liability but offered me a free detail valued at $150. I just wanted my car fixed which was less than the detail offered. They refused and told me call their corporate management. I filed a complaint with the manager and called the corporate number. It goes straight to voicemail and I haven't received a call back in the last two weeks. They have signs posted not responsible for damage however, when they take your car from your posession they should have to assume responsibility. I called the police department and was told it's not a criminal matter but a civil matter. In lieu of having more expense with legal fees etc...I just thought the public should be aware of the service and negligence that is occuring at this place.Desired Settlement: I would like to be reimbursed for the damage caused to my vehicle.

Business

Response:

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

Consumer

Response:

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,

Business

Response:

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

Review: I went through this carwash location Saturday 4/19/2014 and sustained damages to the driver side mirror on my 2003 Dodge Ram 2500 truck. One of the attendants looked over the damaged mirror and said he is denying the claim because of previous damages. I asked what "previous damages" was he referring too? he said there are scratches that were there before you went though the car wash. I asked him how scratches from a camping trip three years ago was the reason your machine damaged my mirror? I did not get a reply, just referred me to the corporate office. Just seems he was looking for any reason to get out of their responsibility for damages. After faxing a claim, leaving 2 voice mails, I finally got a voicemail from a manager a week and a half later on 4/29/14. He stated that they wash thousands of cars every week and have no incidents so there is no way their machines caused said damages. He also stated that the damage is probably due to my truck being a 2003 and has old worn out parts ready to break. He has never seen my truck so this is purely speculation on his part. He also referred to my truck as a van in the voicemail, so that is more misinformation he based his assessment on. He finished with saying that since customer service is so important to him, he will give me a $50 dollar credit from [redacted] towards a replacement. The replacement mirror from [redacted] is $350. I called back on the same day as I received his voice mail and got his voice mail again and stated that I am not happy with his assessment and would like to speak to him about it. That was a week ago and I am still waiting for a call back. The mirror on my truck was in perfect working condition when I entered the carwash and now it is in far worse shape.Desired Settlement: Since Super Star Carwash did 100% of the damages, its only fair they pay 100% of the cost of a replacement mirror to the exact specifications of the mirror that was damaged.

Business

Response:

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

Consumer

Response:

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,

Review: On October 15, 2013 I went to Superstar car wash. The sales guy told me they were running a special and that I could get the 15 dollar car wash for 11.95 that day, so I said ok..... well at no time did he tell me they were signing me up for a recurring charge of 21.95 every month after that for unlimited car washes. So today I happened to be looking at my bank account and noticed a charge on my account of 21.95 for superstar car wash on 2-12-14 so I started looking back on my account knowing that I had not been back since October and found a charge on my account for the same amount on 1-14-14, 12-16-13 & 11/14-13. When I called the manager (**) he was very rude and passed me off to so voice mail phone number. So I called him back directly and told him I wanted to talk with a person and at that point he gave me another number. I have spoken to a person there however she is only a receptionist. She was very nice and took my information however I have not been called back.To make matter worse my girlfriend had a problem with this same car wash charging her account without her permission only about a month ago.Desired Settlement: First I would like to be refunded the 109.75 they have taken out of my account since November 14th 2013, also I would like to be refunded an additional 11.95 I paid for to original car wash I had done in October because they did a terrible job and thats why I haven't even been back.I believe these types of services where a company is allowed to make recurring debits form a persons account should ONLY be accepted with written authorization by the customer!

Business

Response:

This customer is confused and apparently doesn't recall the events that occurred on October 15th, 2013. The facts are: 1. She purchased a Monthly Plan from us on October 15th at the discounted rate of $11.95. The regular price for this plan is $21.95. This purchase is made outside of the normal Cashier area by a dedicated salesman. The customer willingly gives the employee her credit card to complete the purchase. The customer is given a receipt explaining the entire monthly plan. She obviously didn't read it nor listen carefully to the explanation of the plan by our employee. 2. This plan is good for an Express Exterior Wash, not a Full Service Wash. Perhaps this is why the customer feels the wash quality was terrible. Our attendants never vacuumed the inside of the car, washed the inside of the windows, dusted the dash or door panels or hand wiped dry the exterior of the car. We merely sent the car through the tunnel as an exterior wash only.3. Monthly recharges begin 30 days later at regular full price of $21.95. She paid this amount on November 15, December 15, January 15 and February 15. 4 times at $21.95 plus the initial charge of $11.95 equals $99.75.4. There are records of her license plate receiving washes through our wash tunnel registered on our computers during October and November. Although highly unlikely, I guess it is possible that one of our employees was manually entering her license plate at the wash terminal for personal use. Again, highly unlikely, but possible.5. Our Office manager initially offered this customer a refund for the three months that she did not receive any washes. This customer wasn't satisfied with that and claims that she has never received any additional washes from us, yet her license plate appears in our records.6. Nevertheless, today during my telephone conversation with her, I apologized and offered to refund her the total amount she paid us, which is $99.75. Our Office manager will contact her to complete the refund transaction.[redacted]Operations

Consumer

Response:

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 have reviewed the response made by the business in reference to complaint ID [redacted], However some corrections need to be made. Although I will accept the refund I requested, I would like the Revdex.com to know that there was NO confusion on my part about the events of Oct 15th 2013. I did not purchase any unlimited car wash pass at a discounted price or any other! Also The only time I have ever taken my car through that car wash or any other prior to that I went through the full service wash...(that is the whole point of a car wash). I have NEVER handed ANY person at that car wash my bank card. I have always made my purchase at the register inside the store where you swipe your own card to make your purchase. Furthermore during the course of my conversation with Mr. [redacted] he did tell me that sometime they do hire "Bad Apples who will do something like this but we try and weed them out". I do understand that a company can only do so much to control the actions of their employees however what is most important is how and how quickly the matter is addressed with the customer. The customer should not have to be the one who needs to continue to call to get any sort of response. Yesterday when Mr. [redacted] finally called me and agreed to give me a full refund he told me that the office manager would be calling me to credit my card, however as I sit here writing this response I have yet to be contacted by the office manager to resolve this issue once and for all. Obviously I will once again need to be the one who makes the contact AGAIN. Once my card is credited I will consider the matter closed, However I want it to be very clear their has been NO confusion on my part about any of this. Regards,[redacted]

I was a customer at Super Star Car Wash Greenfield Road location. I was told that there was a special for $6.95 which would give me unlimited free car washes for the month of August, 2015. On August 26th I found a charge on my debit card of $16.95. When I first went in, the attendant told me over and over as I repeatedly asked if the $6.95 charge was one time only, that yes, it was one time only. I am attempting to cancel this recurring charge of $16.95. I submitted it online to the Super Star Car Wash, but it looks like I will be stuck for the first $16.95 charge. Hopefully I won't get stuck for any more.

Review: On September 19th at 9:00 am I took my 2012 ford fusion (silver) to Super Star Car Wash on [redacted]

While driving through the full service Car wash lane a representative approached my drivers side window offering me multiple services at a discounted price -total out the door $100.00

He gave me a Super Dooper car Wash @ 15.95, A Complete interior detail for including mat shampoo at $1.50 a mat (i have 8 mats)

Super Dooper $15.95

Blue Coral Triple treatment

Ozium Air freshener

Blue Coral Under -Sealant

Mini Detail

Express Hand wax

Upholstery Shampoo or leather treatment

Carpet Shampoo

Handwax-Express (up to 3 month protection)........................................................................⇄ />
Carpet Shampoo............................................................................⇄ />
Total Cost -100.00

I also Had a windshield chip repaired through my insurance American Family

While waiting in the lobby with my 2 year old son I saw my car come out the Car Wash at about 9:15 am

One of the car wash representative's open my car hood and attached a mobile car battery charger on wheels(my initial thought was why is he doing that ?) My second thought was maybe this is part of my car detail.I continued waiting in the lobby with my son until 11:05 am. I was called outside and told my car was finished. As I did a walk around on my car I noticed it was still very dirty. I told the guy he missed tons of spots and the car was very dirty still. His response was oh I did not see those do you want me to re wash. I said I saw you just hand wax the car I have been here more then 2 hours please just clean the spots of dirt . After he finished cleaning I said where's my sons car seat ? He told me it was in the trunk I said did you vacuum my trunk he said no. I said how about the car seat did you vacuum it? He said no I said please shampoo and vacuum the seat it's part of my car. I then was told to go back in the store and pay they will call me when they are finished with the seat. I went in and paid for my car wash. About 11:30 am they called me back saying the car was finished. My sons car seat was completely Wet and dripping water. The guy who washed it placed plastic on it and put it in the car. As I was checking the car inside I told the guy this car does not even smell shampooed and I was suppose to get a New car smell freshener he said well people have allergies so we do not add smell after shampoo he grabbed a bottle of new car smell and sprayed my car. I placed my son in his car seat and tipped the guy. As I got in the driver seat I tried to start my car and it would not start! this was at 11:40 am. I panicked and said oh my god what did you do to my car! Did you leave the car lights on for 2 hours? One guy said no I did not do anything to your car ,,, the other guy laughed and said what are you worried about? Your car is brand new ! the guy then brought the mobile battery charger over and jumped my car. I was running late for work and drove straight home. When I got home I took my sons car seat and placed it on my porch in the sun to dry. I signed on to work at home. About 4:30 pm I went down to the car to get my son from school. To my surprise my car would not start! I immediately called the Car Wash ###-###-#### no answer. Multiple times it went to a fax signal and multiple times no answer. I called all the way until 6:00 pm. Saturday morning 9/20/2014 @8:00 am I went down to the car to try and start it again it did not turn over. I noticed a very musty horrible smell in the car so I decided to investigate. On the passenger side floor I found all 8 car mats wet and smelly !. I immediately called the car wash to complain. the first person who answered was [redacted] I explained my problems and was told he was not a manager and he would get the car Wash manager [redacted] . [redacted] get on the phone and announces himself as a manager I again explain my problems and request a refund. [redacted] told me that cars sometimes get wet or damaged in car washes and the battery problem/ shampoo job is not their problem. [redacted] also spoke to my husband giving him the same answers. [redacted] took my information and told me he cannot make the refund decision and would pass my information off to [redacted] or [redacted] general store managers.he also told me not to drive over to the car wash with my mats that nothing will be done. After our call I called road side assistance and had my car jumped. I drove my car Directly to FORD. Ford found a bad battery Cell in my battery and we had to replace the entire battery. I called back to the store and again spoke to [redacted] and was told I would get a call by Monday 9/22/2014 from the general mangers. On Monday afternoon at around 12:00 pm I called Super Star car wash and was requesting to speak to [redacted] or Jamie. I was told not report was documented at the car wash and they I need to call corporate at ###-###-####. I called Corporate 9/22 and spoke to [redacted] she did a search for my report by name and phone number and advised me the report was not provided to [redacted] or [redacted] by the facility. [redacted] documented the report my name and phone number and advise dI would get a call either later that day 9/22 or On 9/23 . Today 9/23 at 8:00 am I called corporate back and was told [redacted] and [redacted] are not in office Mondays and I would get a call back when [redacted] comes in. I am still Waiting,Desired Settlement: Refund $100.00 - full paid expenses

Battery Reimbursement $ 130.00 - tampered with

New car Mats - 60.00- left wet

Business

Response:

Ms. [redacted] me with [redacted], one of our General Managers and he offered her a refund of $100 for her detail service. She accepted.[redacted]

Review: On 11-08-13 around 2:25 pm I entered a basic car wash at Super Star Car Wash. While inside the car wash, an employee hit my windshield in a negligent manner with a wash mop at an angle where the wooden part was exposed making direct contact with the windshield causing it to crack. The employee and the manager denied responsibility stating that the crack on the windshield was caused by a rock even though I showed them evidence of fresh glass in the focal point of the crack.Desired Settlement: I want to be fully compensated for this incident caused by a negligent employee

Business

Response:

Cracks on Windshields that occur at car washes are the result of water temperature and glass temperature. When the cold water at a car wash comes in contact with the hot glass of the windshield, if there is a chip or even a tiny imperfection, the stress of the curved glass can spread resulting in a crack. Using a brush that we use on all cars would not cause this damage. You can verify these facts with any reputable Glass company or Insurance company.

Super Star Car Wash did not cause the crack in the windshield. It was the result of a pre-existing condition on the glass.

Thank you,

Operations Manager

Consumer

Response:

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 crack on my windshield did not occur due to hot glass temperature. It was a nice cool day, you can check weather forecast for 11/08/2013 if you would like. I also want to point out the fact that my car was in the garage all day so this hot glass assumption is false. The glass was cool to the touch. Before the car wash, I did not have a chip, crack or even a tiny imperfection in my windshield because earlier that day I was cleaning the car from the inside and didn't notice a crack, chip or even a tiny imperfection on the driver side of the windshield. I would be able to tell if the crack existed prior to the car wash because it would be in my clear eye sight. I saw the employee act in a careless manner smashing his wash mop into windshield with speed and at an angle where the wooden part was exposed instead of being gentle thus causing the crack. Please take a look at the attached files.

Regards,

Business

Response:

I invite Mr. [redacted] to visit one of our Full Service Car Wash sites and let a Glass Technician point out where the imperfection on the glass was that caused the crack. I don't believe I ever said it was a hot day or the glass was hot. I did say that glass and water temperature cause the problem. Please have him email me to set up a time where our Glass Department Manager can meet with him.

Consumer

Response:

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 request another person from your team (such as your supervisor) be assigned to respond to this case for the following reasons:

1. Your previous email implies that the ONLY cause for cracked windshields is

imperfections in glass. A simple experiment will prove you wrong: hit a

windshield with a hammer and it will most likely crack.

2. You state that you mentioned

temperature difference in glass to be the factor in propagating the glass

imperfections into a crack, but you refuse to believe that weather has anything

to do with it. There are two plausible ways a windshield could heat up: via

high ambient temperature or if heated up purposely (e.g., in an oven). In

summer time, the difference between ambient temperature and underground water

supply can be different slightly. However, in winters, such a difference is

minimal, especially in the late afternoon and evening hours. So when you refuse

to take weather into consideration, you're essentially claiming that I

deliberately placed my vehicle into an oven prior to the car wash just to heat

up my windshield.

3. Your previous email states that any one of your technicians will show me how

the windshield was already damaged. Neither you nor your technicians have ever

seen my windshield, but you've already reached a conclusion that it was already

damaged. You're not even open to the possibility that maybe this complaint is

actually valid and the damage was caused by your employee's negligent behavior.

Your "generous" offer to resolve this issue consists of telling me in

person (after I schedule an appointment, of course, so you and your technician

have time to prepare your speech) that the crack was not caused by your

negligence. You have a predisposed notion that this vehicle's windshield was

already damaged that has caused you to miss a very important fact that the

focal point of this crack is protected from common road dangers, such as flying

rocks, by the windshield wipers and the hood of the car. However, the focal

point of the crack is located exactly where a car wash worker may initially

place his wooden brush to start cleaning the windshield. This brings me to ask

you a simple question: Have you looked at the pictures of the damage caused by

your car wash?

Reviewing the events followed by your verbal and documented response to them, I

am extremely unsatisfied and would like to pursue this matter to a justified

resolution to ensure less resourceful people do not become victims of your

business practices and negligence, which you take no responsibility of.

Regards,

Review: Just bought a new 2016 car on Sunday 2/14/16 and went into the Super Star Car Wash. When I got home the car wasn't dry , so I decided to dry it only to find a small scratch on the back of my brand new car only after having it for 3 days . The scratch was NOT there at all . Was upset and went back , manager was rude and has the nerve to tell me to go back to the dealership because it wasn't them . He looked at his cameras and said he didn't see anything , refused to let me see the videos , he claimed if it was his wash the whole car would be scratched . Told him no I'm very upset and this was not there before , manager was rude again and said he can take a claim but they might not do anything . Manager took a horrible picture of the scratch in the afternoon with not a lot of sunlight , I said if I could put my flashlight for better quality and he quickly put away his phone and said no he has the pictures . Manager became loud with my boyfriend and told us to get off the property when we kept trying to get justice.Desired Settlement: The scratch is not big , all I ask is for it to be fixed , I don't care about money . Just want my new car to be how it was before I went through the wash

Business

Response:

I'm sorry but I need a little more information before I can research this claim. Which Super Star Car Wash location was the customer at? What is the name of the Manager? Where is the scratch?Please answer these questions and I will try to help.J.R. R[redacted]

Consumer

Response:

I I'm not sure where to reply about my case . You asked for more info on complaint id # [redacted] . The scratch is on the back of my car going diagonal/ horizontal under the spoiler . The manager was a white man with glasses , I'm not for sure but I believe his name is Andrew . The car wash used to be Super star Car Wash & I believe is now called 67th Ave express car wash & the address is 1740 N 67th ave Phoenix 85035 . I have a picture of the scratch as well if you need it . I'm very upset with the attitude and service I was given . I would just like the small scratch repaired being my car is brand new( Also another coworker was there as witness )Sincerely , [redacted]

Business

Response:

Unfortunately, Super Star Car Wash sold this location in July of 2015. We have no control over their Management or operation. I am sorry, but we cannot help this customer. J.R. R[redacted]

Review: I used Super Star's express car wash on 11/13. In the middle of my wash that I paid $15.00 for, I heard a loud crack, and looked over to see that my passenger side mirror had been struck and was no longer attached to the car. It was hanging from the wiring, and the mirror had been shattered indicating that it was struck by an object, and not by the ground. Once I exited the wash, I immediately flagged down an employee and had him get his manager. The manager did not even look at my vehicle, simply looked at the mirror, and said that it was broken before I came in. Would not let me get my side in, and said the only thing I could do, was to fill out a form to get a complaint to corporate and that they would call me in 5-7 business days. I initially thought that was way too long, but I filled out the form stating that my mirror was fine going into the wash, and had no issues.

Almost two weeks passed and I had heard nothing from the companies corporate office. I called the card that the manager at the wash had given me and spoke with Rebecca at the office. She stated she was very appologetic, and would pass the message on to her direct supervisor to get back to me that day. That was on 11/22. I still had not heard anything by 12/9, almost a month later. I called and got Rebecca at corporate, and was told the same thing, but this time she would have the GM call me. Two hours later I got a call from a "Chris" who stated he was the GM. He didnt ask me what happened, or get any information from me. He flat out stated that he spoke with his manager at the site of the wash, and that he determined there was nothing they would cover or do to help. I asked him what research he could have done to make this determination, and he stated that he didnt need to do research, that his employee told him everything. I asked that he pull the footage (since I was told by the site manager that they would), and he informed me that this was not possible, because they only hold 2 weeks. He was beyond rude to me, no help.Desired Settlement: This company made it very obvious that they did not call me back so that the footage would no longer be there (which shows my mirror fine entering the car wash). I would like the company to reimburse me for the money that I spent to have my car mirror replaced. They were the ones at fault for the incident, not me.

Business

Response:

I apologize that it took so long to have a GM from our company call Mr. [redacted] I have not spoken with Chris or the site manager but I'm certain that they will tell me that there was some scratch or scrape indicating previous damage to the mirror. Perhaps it scraped a garage door entrance or was hit by a shopping cart or by another car. In any case, I am sure that it had to be partially loose for the car wash equipment to knock it off the rest of the way. We wash several hundred cars each day unless it is raining and if our equipment was faulty, we would be knocking off every mirror on every car. However, in the interest of Customer Courtesy, I will offer Mr. [redacted] $75 towards the repair of his mirror. All he needs to do in email or fax me a copy of his receipt and I will send him a check. He can email me at [redacted] or fax the receipt to me at [redacted] Again, I apologize that it took so long to address this issue.J.R. R[redacted] Operations Manager

Review: I have contacted Super Star Car Wash to request refunds for two prepaid invoices for detailing services on my car (invoice #[redacted] dated 8/6/14 for $100.00, and invoice #[redacted] dated 11/6/14 for $119.95 for a total of $219.95). Both invoices show that it is for my Chevrolet Impala with [redacted] license plates. I recently had an accident with this car and will no longer need detailing on it. The invoice states that the prepaid service is good ONLY for vehicle listed. The manager at this car wash, **, told me that there are no refunds and that the invoice is good for five years. I will be returning to [redacted] in two months, will NOT be driving that [redacted] car or need detailing done, and would like to have my money back. I am not interested in store credit.Desired Settlement: Refund of $219.95 by check.

Review: I was talked into a detailing package for my ten year old car. The cost was $180. There was a contract/receipt written out by the salesperson, but I did not sign it. My wife was very unhappy about the expense, so I went back to the car wash (location was [redacted].Dysart Rd, Goodyear, AZ) and asked for a credit to my debit acct. I was told they would not do that, and told me to contact their corporate office. I plan on doing so, but I need to get that address. I would be willing to take store credit if they refuse to give me a refund, although that would be my second choice.

Business

Response:

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]

Consumer

Response:

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] ###-###-####

Business

Response:

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]