Super Star Car Wash

Review: At the Super Star Express Car Wash, Mesa, Arizona facilities, on Dec 17, 2013, my vehicle a 2013 KIA Sorrento, was damages during normal use of their facilities. The rear window wiper was ripped off by their machinery.A claim was sent Mr. **, in Phoenix, asking for damage compensation. Through the phone he agreed to pay for part of the damage( Parts Only ), if I buy the parts and send him the invoice. I did that, faxing him the invoice.Mr ** has failed to make good on our agreement, he can not be located anywhere, is out of the office all the time, he does not return the calls. The telephone operator does not relate to the business of the office, resembling a designed scam. I am waited to be paid $ 52.78 for several months now, find no way to get a hold to **.Desired Settlement: Supper Star Express Car Wash, is supposed to issue a $ 52.78 check and mail it to my place of residence.

Business

Response:

I don't quite understand Ms. [redacted]'s complaint. I only received one message from her and immediately called her and left her a voicemail to take the receipt to the location for reimbursement. It took her several days to do that but we have paid her for the broken wiper.[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. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: On 1/25/2014 at approx. 12:30 pm I went to the Super Star car wash on [redacted]. The truck in front of me was stopped by the car wash attendant and he took out of the bed of the truck what appeared to be some electric cords, and he tugged on to try and remove a long strap similar to a flat nylon rope that was tied to a hook in the top of the bed of the truck. The attendant took out the electric cords and placed them on the ground. He tugged on the strap but did remove it. He then handed the driver of the truck the cords and motioned the driver to proceeded through the car wash. I was then motioned through. Half way through the wash the strap that was tied down on the truck became entangled in the roller that cleans the top of the car stopping his truck and causing my car to collide with the back of his. this caused front end damage to my the bumper on my car and some body issues to his truck. I honked on my horn and the wash was shut down. The attendant came and released the strap from the roller and we proceeded through. The driver and myself met up by where you vacuum the cars and the manager came over and said it was the trucks fault and they are not liable. An incident report was filled out. We feel the car wash attendant has liability in this because he acknowledged there was potential problem with the strap because he grabbed it, tugged on it to try and remove the strap in the first place but sent the driver of the truck through anyway. And then he sent my car right behind the truck which obviously did not allow enough distance between us to stop in time if there was a problem. We have made daily attempts, 6 calls to their corporate office and two of their other car wash locations to contact the person in charge Scott , the general manager, whom Superstars corporate office said is in charge of these types of issues. We have yet to get any type of response from anyone. - We are going on six days and it appears that they do not want to respond.Desired Settlement: We would like Super Star car wash to pay for our repair, which is $637.72 based on an estimate from a body shop. We had no liability in this situation what so ever, we were following the car wash attendants instructions. He should not have allowed the truck to continue through knowing that the strap my cause an issue and then send them through and us right behind them.

Business

Response:

Mr. and Mrs. [redacted] have been contacted by our company General Manager and he has authorized that the repairs to their vehicle be done and Super Star Car Wash will pay for the damage costs. It was our responsibility to remove the strap that caused the damage to their car.[redacted]

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.

Regards,

Review: I paid for a wash and wax on my brand new car less then six thousand miles when I returned to pick up the car I was met by one of the employees right away you could see they had done there usual car wash. Dead bugs on the front of my car wax that had not been removed from the car windows filthy and actual dirt still on the car when the employee reached me the first thing he said was Let me get a rag and get some of this dirt off your car he walked away when he returned he didn't have a rag he had my keys that had been broken in half apparently this was funny to him as he handed me my key broken in half and he said they said you brought it in this way I asked to speak to the manager [redacted] upon talking to the manager I got the same response I had brought the car in with a broken key after having words with the manager he gave me the phone number to customer service ###-###-#### I called and left my complaint my name and number and a young lady said someone would contact me after several days I called again talked to the young lady who assured me that she would pass on my information once again after several days I called again the young lady once again very apologetic this time she said she would pass this information on to the owner and once again no response after three attempts on my part there customer service or the owner made any attempt to contact meDesired Settlement: I think the very least they could do is give me a call and apologize for breaking my key the rude behavior of there employee and most importantly there blatant disregard of this incident it would also be nice if they paid the $150 it cost to replace the key to my new car

Business

Response:

I have spoken with three different employees that used the key to start and drive the car. All three of them report that the key was already coming apart. One of them reported this to his supervisor before he drove the car. Although the key was already broken, Super Star car wash will pay 1/2 of the cost to replace the customer's key, not as an admission of guilt, but as a customer courtesy to help resolve this matter.[redacted], Operations

Review: My vehicle was a regular at Superstar car wash. I had the paint sealed, first oil change and a number of washes I can't even count. Each and every time it was hand wash, because it was too tall to fit into the regular wash. I was informed this and choose the hand wash each time. On June 17, 2013 I went to Superstar to get my weekend wash. I was there about 5:00 and ordered my normal hand wash. My writer took check in my Jeep and seemed like he was anxious for the day to end. I went in to get my normal snack and drink and wait. The hand wash takes a little longer and it had become a habit. In a few minutes a SS employee came to me and said we have a problem. They took me to a window where I saw my Jeep crammed into the wash rack and about 7 people climbed up on it pulling and wrenching on it. I composed myself even though it was less than a month old. I want outside to get a good look and I was able to snap some pics. I reminded them it was only a month old and to be gentle. SS Supervisor [redacted] completed a Customer Service Report which states SS takes full responsibility. After quite some time my vehicle was dislodged and ** advised me to get some estimates and they would take care of it. My Jeeps damage consisted of both front fenders paint chipped off, Roof rack torn off-bent (1400 replacement), alignment issues and damage and scratched to my roof. I set out to 5 service centers the first two were above 5000. The last 3 were in range of 2500-3500, the lowest with me supplying the roof rack. I took them to ** and was asked to go to their service center to compare costs. I took it to their center, which was the 6th and they forwarded the estimate. After a few days I called again to find out what to do. At that time ** told me to go to who ever I wanted, that they were all close. They have not followed through on any agreements and have NEVER made a call to me. I have contacted them approx. 25-30 times with all this. They have just played games and avoided me. I have called-emailed-in personDesired Settlement: I have taken my vehicle to 6 repair companies ranging in total cost of 2800.00 to 5200.00. There were 2 the suggested possible structural damage to the roof and that it might need to be replaced. The cost of replacement alone ranges from 2500.00 to 3200.00. We had agreed upon a cash settlement of 2500.00. Superstar agreed to this 5 weeks ago and has now just offered a 2000.00 settlement. I want the minimum of 2500.00 as agreed or take it to the service center of my choice.

Business

Response:

I apologize for the delay and confusion on this matter. We have made arrangements to meet Mr[redacted] next week, most likely Tuesday or Wednesday, to make a cash settlement of $2500.00.

Operations

Review: Had been a customer of this location since its opening last year. Went to this location last week to purchase the 'everthing' wash as have done weekly. Was approached by '[redacted]' to purchase an Anytime wash promotion. Had originally not felt comfortable obtaining the offer. [redacted] spoke with me at length ensuring that the offer was a significant savings since it would cover my frequent service at a savings. After much discussion of my needs and the trust in the interaction with [redacted] on my previoua interactions felt comfortable in purchasing what I understood to be the wash package I normally obtained at a discount. Today, first time using the option encountered mx barriers and signicant unprofessional communication from '[redacted]' who states he is the manager. All attempts to ensure to [redacted] that I as the customer was not receiving what was believed purchased was meet with statements from [redacted] I was 'not going to get was not payed for. [redacted] even stated that ' I was lucky he did not take the sticker for I did not have it the correct location'. No offer in additional payment was accepted. Only that I shoild have 'known better'. And questions on 'why' I did not ensure and validate I received what I stated. I explained that I believed and trusted what I was told. I did not receive any paperwork other than the sticker from [redacted]. I was foolish to believe in a business I freqiunted And was treated negatively by [redacted] and was told I was foolish in my trust and seeking to take advantage of service I was not in titled to in front of other costumers When asked to address the situation privately in [redacted]s office. Was told 'that we were already there. Mx clients in line were honking and yelling which only added to the embarrassing momentDesired Settlement: Education requested in customer service and professional dialogue for resolutions

Service provided that was discussed and paid for

An area where a customer can discuss with the lead the misunderstanding

Business

Response:

First let me apologize for the confusion and unprofessional behavior of one of our managers. What I believe happened is that our Salesman enrolled the customer into a Monthly Plan, but for the wrong wash. This customer always purchases the $10 Everything Wash. The $16.95 Plan purchased only includes the $5.00 Express Wash. I believe this is why [redacted] made comments to the effect "you can't get what you didn't pay for" Anyway, We can upgrade the customer to the $26.95 Monthly Plan which will give the customer the $10 Everything Wash on each visit. If the customer washes their car every week, they will save about $13.00 per month. If they would rather cancel the plan and revert back to her original method of paying for the wash each time they visit our location, we can credit them the difference between what they have already paid versus the wash value they have received. At enrollment, customers get the $10 wash free. At that same time, the customer pays for the price of the plan less a $10 one time discount. The girls at the office will do the math and we will make the customer happy. Please have the customer call our office at ###-###-#### and have the number on the sticker on the windshield handy. [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.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]

Business

Response:

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]

Review: I am completely dissatisfied and annoyed. First the attendant lied and said this was only for one month. I was charged $14.95 on June 22, 2015. On 8/23/15, and 9/22/15 I was charged $24.95 when I did not use the services and did not authorize monthly charges. I cancelled the fast pass via internet on 9/23/15, however they continue to charge me on 10/22/15 for another $24.95. The corporate number is a voicemail so I left a message and sent another email requesting the cancellation. It should not be this hard to cancel a service and the attendants should tell the truth about the fast pass.Desired Settlement: I want a refund for August, September, and October 2015. I have spent too much of my time trying to cancel this service that I have not used since June 2015.

Business

Response:

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]

Consumer

Response:

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]

Business

Response:

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.

Review: I took my vehicle in for routine oil change on 10/28/13 and left. I drove my car through out the day and the drain plug came out, therefor I had lost all oil in my car and my car shut it's self off. I was stranded and had to have my car towed back into the shop in which they seen this was the issue. They redid the oil in my car and I had asked for the car to have a diagnostic check ran on it through [redacted] to rule out any engine issues due to the MAJOR oil leak from the loss of the drain plug. Super Star Car wash told me that they were not going to pay for this that they did not feel they were liable to have the car inspected.Desired Settlement: I would like Super Star Car wash to pay for the diagnostic check on my vehicle which is $175.00 and to pay for if any and all damages done to my motor on my car due to the negligence of their work.

Business

Response:

We investigated this incident and determined that our service tech was at fault. We paid to have the engine repaired to the customer's satisfaction.

Consumer

Response:

[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. They did the right thing and paid to have the motor replaced in the vehicle. Thanks for all your help!

Regards,

Review: I took my 2005 Honda Accord to the Super Star Car Wash at [redacted], ** on Friday May 30, 2014, I purchased the Protect and Shine wash for $8.00 and pulled into the wash tunnel. When I approached the end of the tunnel at the sections where the blowers turn on to remove the excess water for the car, both my moor roof and back window were shattered. After pulling out of the tunnel I parked my car and examined the damage, I found my moon roof shattered, my rear window shattered, and many chips in my paint that were not there when I entered the wash. I asked to speak to a manager, [redacted] was the manager on duty and he looked at my car and stated that "it was due to the fact that my car was hot and the water was cold." Using that theory, every car in Arizona would have broken glass after a car wash. I called the corporate office and asked to speak to a manager, I was told they would forward my information to him and he would contact me. After several hours I called back and spoke with *.*. [redacted], he agreed to meet me at the greenfield location the next morning. I met Mr. [redacted] the next day and he looked at my car, he then stated that the damage to both windows were caused by a preexisting condition and would not take any responsibility or make any repairs to my car. The glass in my Honda, like every modern car on the road today has tempered glass on all windows except the windshield. According to Scientific America "Tempered glass is about four times stronger than "ordinary," or annealed, glass. and unlike annealed glass, which can shatter into jagged shards when broken, tempered glass fractures into small, relatively harmless pieces. Tempered glass, according to federal specifications, must have a surface compression of 10,000 psi or more; it generally breaks at approximately 24,000 psi." So that being said, tempered glass breaks under impact not by stress, this explains the broken glass and the many chips in my paint.

It was only after standing in front of the car wash with a sign that read "This car wash did over $1000 damage to my car for an hour did Mr, [redacted] come out to me and offer to replace my broken glass as a "courtesy" but they would not take responsibility for the damage and would not repair the chips in my paint that were caused by the car wash."Desired Settlement: I would like to have the Super Star Car Wash not only replace my broken windows but also repair the many chips in my paint, I also request a rental car while my Honda is being repaired.

Business

Response:

There were large pre-existing chips/cracks in both the moonroof and rear window. In fact, there is a large one on the front windshield as well. I have pictures of all pre-existing damage. This weakness in the glass coupled with the hot temperature and the cold water is what caused the further damage of the glass to occur. The International Car Wash Association has done much research and documentation on this topic. This damage to the glass doesn't happen every time a similar situation occurs, but it can always happen. Throughout the Valley, this summer, several hundred windshields will be broken at the various carwashes throughout the valley. Because this customer was picketing and talking to our customers and disrupting our business, we decided that as a good faith effort and customer courtesy we would offer to replace both broken pieces of glass on his car. The paint chips he mentioned are also pre-existing and not related to this damage. This customer signed a document that he accepted our offer to replace both pieces of glass and the process has begun. Super Star Car Wash is not accepting any responsibility for this damage, but as a customer courtesy, we have agreed to replace the glass.

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 attached photos of my damaged car in a Word document, none of this damage was preexisting, and this damage was caused by this carwash. If the claim that it was cold water on a hot car, the damage would have occurred during the wash phase when the cold water hit the glass, not the air drying phase of the wash. This damage happened as soon as the blowers came on during the drying cycle. The manager looked at two shattered pieces of tempered glass the next day and determined the glass had large preexisting chips? This is impossible! Tempered glass does not chip, it is designed to shatter upon impact. My car was bombarded by something exiting the blower and caused all of the damage. I was in the car when this happened, I heard something hitting the car, I felt something hitting my car, something hit my car and caused this damage.

Regards,

Business

Response:

Super Star Car Wash is not changing its position. When we offered to pay to replace the sunroof glass and the back glass it was offered as a settlement to the situation. not as an admission of guilt but as a customer courtesy. He agreed and signed the document we wrote. You can leave this file as unresolved although we believe it is resolved by his signature as acceptance of our offer.

Review: I purchased a Wax/Wash service from Super Star Car Wash on 7/11/2015

I paid $45 for. I have the receipts for.

There was wax left all over the car.

I was told it was oxidation.

I pointed the wax out, was told it would get wiped off.

Came back out, it was not.

Was told they could not continue to wipe my car down as they had done it twice.

I emailed the contact us page.

I got a response from [redacted].

I was told he would make it right.

Never heard from him again or anyone else.

Now I have dried wax on my trim that has stained it white. I still have wax everywhere on the car.

I wiped down as much as I could but took photos first. Photos do have a date and time metadata attached to them.Desired Settlement: I would like a refund and the trim replaced that is stained from the wax. I would also like them to pay for the job to be done correctly to remove the wax that has been left.

Business

Response:

Our Manager, [redacted] did attempt to call Mr. [redacted] twice and left a voicemail. We are offering to do the service again but must caution that we have not seen the condition of the car yet. If it is something we did, of course we will fix it. We use [redacted] Products and there is nothing caustic enough that would damage trim pieces. [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.

This is untrue. I can easily post my call logs to whomever would like them as I have already contacted my carrier and received them from the date of the complain through 7-28-2015. I have also posted photos on [redacted] and sent them to the business without response. Aside from my initial contact with the business, this is the only other time I have heard from them. I have already taken the car to another place to have it redone. I have documents showing this as well. Clearly from the photos you can see that the services preformed, date and time stamp on the meta data of the photos show they were taken within an hour of the service preformed. The wash code ticket also has a sale ID with an attached detail invoice that includes my license plate number. The products used matter not when applied to black trim and are exposed to the Arizona sun. I have a letter that has been stamped by a notary from a Kia dealership attesting to this. Furthermore, the lack of response to the Revdex.com and my emails clearly show that Superstar Car Wash is less than responsive to their customers. Please consider this closed as I wish to seek other means of resolution.

Regards,

Business

Response:

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]

Review: On May 6, 2014 I entered the express carwash lane at the SuperStar Car Wash on [redacted] in [redacted]. The attendant instructed me to drive my 2006 Nissan Frontier onto the roller. While entering the car wash, I heard a noise that I usually don't hear when entering and the attendant told me to stop then pull forward again. He proceeded to clean my windshield and instructed me not to put my foot on the gas or brake pedal, hands off steering wheel, and put my truck in neutral. The car wash started moving and everything seemed fine until I got to the section right before the dryers. My truck stopped for a few lengthy moments and it was so loud that I did not realize my truck was slowly being pushed forward by the SUV behind me. I did not push my gas or brake pedals as I was instructed not to. When almost out of the car wash, an attendant who was busy drying cars saw what was happening and ran over to me and told me to get out of there. After exiting the wash, I pulled up to the section where they dry my truck and then pulled into the parking lot. The SUV, driven by [redacted], also pulled into the lot and we inspected our cars. No damage was done to their SUV but they agreed to stay with me and talk to the manager. I spoke to the assistant manager, [redacted] and he began telling me I put my foot on the brake which was not the case. [redacted] and [redacted], who were behind me in the car wash, witnessed the accident and said my brake lights did not even come on because I touched nothing. [redacted] wrote a report for me and told me to call the owner in the morning the next day. I took down [redacted] and [redacted]'s number and thanked them. The next morning I called the car wash and had trouble reaching the owner, [redacted]. I then proceeded to drive to the car wash and talk to him in person. [redacted] was very pleasant about the situation and looked at the damage done to my vehicle. He said this was out of his control and I had to contact the corporate office and gave me the number. The next day I called the corporate office and left a message because there was no answer. The next day a lady named [redacted] called me back to get some information about the accident. She then informed me that she would be forwarding the message to the general manager and he would be giving me a call. About a month went by and I had not heard from the general manager so once again, on June 5, 2014, I called the number and left another message. On June 6, 2014, [redacted] once again called me and left me another voicemail informing me that she would again notify the general manager and also the owner to give me a call. Once again I received no call and called the direct number to [redacted] in July. When I explained who I was she acted like she knew nothing about my situation but continued to tell me she would forward an email to the general manager and owner about my situation. It is now August 11, 2014 and I still have not heard anything from anyone about the accident that occurred in May of this year. At this point, it is becoming extremely frustrating.Desired Settlement: I would like SuperStar Car Wash to pay for the damages done to my vehicle ASAP and also provide me with transportation while the damages are being taken care of since my Nissan Frontier is my only means of transportation.

Business

Response:

Please forgive me for the slow response time. I believed another GM was handling this case. I spoke to [redacted], the Manager of site the day of the accident. He remembers speaking with Ms. [redacted]. He told me that after he first spoke with Ms. [redacted], he went to the entrance of the tunnel and spoke to the attendant who was guiding customer onto the conveyor of the carwash at the entrance. This employee's name is [redacted]. He said that when Ms. [redacted] was guided onto the conveyor, she was on her cell phone. She must have had her foot on the brake because when [redacted] pushed the button for the roller to begin pushing Ms. [redacted]'s car through the tunnel, it jumped the roller. He stopped the conveyor and asked her to pull forward and jump over the roller she had missed at the beginning. This is important because two rollers spaced 7 feet apart are what push a customer's car through the tunnel and leave a safe distance between their car and the car behind them to avoid collision. As the rollers are spaced evenly apart, the only way for two cars to collide, is for the car in front to jump rollers again. The conveyor consists of two heavy steel guiderails on either side of the Driver side wheels. The guiderails do not move. The only way for a car to jump rollers once on the conveyor is for the customer to step on the brake, turn the steering wheel slightly or if the car has a front tire with low air pressure or bad alignment. We are not sure which of these items caused Ms. [redacted] to jump rollers again once inside the tunnel, but I assure you, the conveyor rollers and guiderails can not do this on their own. This is why Super Star Car Wash is denying any responsibility for the accident that occurred on May 6th, 2014 to Ms. [redacted] while going through the car wash.[redacted], Operations

[redacted]. The detail service is poor. Every time Super Star calls me and says my car is done, when I arrive, the quality is poor or something was completely missed. There is no quality control. Someone should look at the work before the customer is called. My time is wasted and I am frustrated. Now I have to go home and arrange another ride to pick up my car. Now I just read [redacted] reviews and my experience is not unique.

Review: I took my car (2003 BMW 745Li) in for a mini detail at Super Star Car Wash (in perfect working condition) and when I picked up car the whole computer system was fried. I spoke to the General Manager of Super Star and he told me to take car to dealership to get diagnosed and we would take it from there. I did as he said & the diagnose was WATER DAMAGE. I then called him to advise him of the problem and he set up a date to meet so he could look at my car.. It was then that he told me that they were not responsible for the water damage and that they would not pay for anything. He also said for me to put a claim in with my insurance company and have them pay for it.Desired Settlement: I want them to pay for the damage that was done. Why should I get stuck with the $100 diagnostic fee, $500 insurance deductible and the claim put into my car insurance.

Business

Response:

Mr. [redacted] is leaving out some very important information regarding the damage to his car.

1. We detailed the interior of the car several weeks ago.

2. Mr. [redacted] (or his wife) brought it back several days later and complained that the back seat area behind the driver and near the rear window was not cleaned properly.

3. Our Manager of the Detail Department, inspected the area, did not see anything wrong with it, but nevertheless re-wiped all the leather in that area. He never used heavy moisture in that area.

4. Mr. [redacted] (or his wife) came back a day or two later complaining that the radio and AC didn't work properly, that there was a problem with the control knob on the console between the seats that wasn't working.

5. Mr. [redacted] and his wife called my office to complain.

6. I returned a call to Mr. [redacted], we spoke about the control knob, he said he had already fixed some of it, that someone helped him program it, but it still wasn't 100%. He said he was going to have it diagnosed, I said he should, then we would meet to discuss it.

7. When I met Mr. [redacted] at the car wash, he showed me a component in the trunk, mounted near the trunk hinges behind the passenger seat that we had wiped. He believed that when we cleaned the seat the second time, we got water in the component.

8. I showed Mr. [redacted] that we did not use water, plus it was impossible for water from the inside would ever get to the inside of the trunk. I further showed him that the seal of the trunk hinge was loose and broken, and that it was more likely that rainwater, or water from washing the car could get that area wet, not because the car wash equipment was negligent, but because the seal in that area was bad.

9. The control knob inside the car, the original concern, was working fine now.

10. I then told Mr. [redacted] that we did not do anything wrong at the car wash or during the detail service and that if he felt we somehow were responsible, he should contact his insurance.

Super Star Car Wash denies any wrong doing and does not accept any responsibility for the alledged damage to his components.

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.

Regards,

1. Mr. [redacted] is a LIAR..saying that we went a day or 2 later. We told the car wash about the damage right there on the spot when they gave us the car. We have the incident report with the date and time to prove it.

2. The mini detail was done on a different date from the damage. We took it back on day of damage because they didn't clean the car right.

3. He was very unprofessional by not contacting us immediately. WE called & called his office daily & it took him 3 days before he responded.

4. He told us to take car to get diagnosed..the least he could of done was pay for that. And when he met with my husband to look at car he told him to use our insurance company...at least pay the deductible.

5. The seals in our car are not broken or leaking. If that was the case my whole trunk would have been wet. We have had car for only a little over a month & had already taken it in for several car washes & 2 details with no problems, until we had them clean that certain area above the components. One of their own employees ([redacted]) even said the car was in working condition when it was brought in.

6. Before we bought the car we took it in to get inspected to make sure that everything was working. The mechanic said the car was in PERFECT working condition. If you need to contact this person, please feel free to contact me for his information.

7. Who does Mr. [redacted] think he is? He's a General Manager for a Car Wash Company..hes not a Diagnostic Expert. The Technician told us it was WATER DAMAGE and that he has seen this before due to over watering a certain area.

8. Mr. [redacted] can feel free to check our car for any seal leaks..not him hisself because he is not an EXPERT...but he can have it checked by someone who does know.

Business

Response:

I am not going to get into a battle of who is telling lies, but the fact remains, the initial call regarding a damaged component, and when I spoke to the husband, was about the control knob between the two front seats. A week later, when I met with the customer, the damaged component was in the trunk. I would have never wasted the customer's time to meet him regarding the trunk. We never detailed the trunk. We never used heavy moisture in the deck area of the rear window above that area of the trunk. And even if we did, which we didn't, how does moisture get into the trunk area? When I looked at the trunk component, there was no evidence of water tracking or moisture. The only thing I say was a loose seal for the trunk hinge. This is a Used Car, and evidently, they just bought it. Perhaps this problem was pre-existing. No one know for sure, but I am positive our Detail Manager did not cause the damage. Super Star is NOT accepting liability of this damage.

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.

Regards,

In response to Mr. [redacted]...We were in the detail area and we saw the detailer with the squirt bottle squirting the back driver side area, and that's where the components are at. We did initially say the iDrive center button was broken and that was because it wasn't working. I called AZ Imports and was told to disconnect the battery and it would reset the iDrive. Only the function of the button came back but the whole system did not ..system meaning GPS, Logic 7 Stereo, AC, basically the whole computer system. The components that were damaged control the iDrive which caused it to freeze up the way it did & that's why we thought it was the iDrive. We then took it in to get diagnosed and were told that it was WATER DAMAGE!!!! Mr. [redacted] is not a detailer & is just going off what his detailer says. It was the detailers negligence that caused the damage. Like I said in my previous statement, we have taken this car in for 2 details and ?? car washes and never had trouble. [redacted] and [redacted] who are employees of THAT car wash knew the car was working properly. [redacted] even drove it before it was damaged and said it was working just fine when he drove it. We also never left the facility like [redacted] said we did. We reported the incident immediately. We also have no broken seals in our trunk, if we did the trunk would have been wet. He also says that no work was done to trunk which is correct but the work was done right over the component. If [redacted] is so sure that we have water leaks test the car, by a professional..no one affiliated with THAT car wash or ME. We have been a loyal customer for 6 years with 1 previous complaint on my BMW 528i, but that was taken care of.

Review: On 9/13/2014 myself, wife and 2 children went to the Super Star express car wash. After about 10 feet on the track that the attendant "lined me up" my car went off the track and into a piece of their equipment. My window was covered in soap, so I did not see anything, I just barley felt the change in movement. I immediately pressed on my brakes and honked my horn. The attendant stopped the track and came to my vehicle. He asked if I moved my steering wheel, I replied no. He said I must have. By this time the soap was going down my windshield so I could see that my vehicle was off the track. The attendant was fairly rude and showed no empathy to my situation. He attempted to get me back on the track, after failing the first time, he was successful the second time and I drove out of the car wash and waited for him. Attached is the document that he provided me, without any analogy or empathy. When I was able to speak to someone at the corporate headquarters, they were unapologetic and very a matter of fact that it was not their fault and they would not pay for any of the damage to my car. He also stated that they looked at their equipment and nothing was wrong with it so it had to be my car, he suggested it may have been my alignment. By the way it was not my alignment, the Cadillac dealership said there was nothing wrong with my alignment. My insurance company stated that car washes are usually pretty well protected against damage, because they have signs everywhere that they have no responsibility to any damage. The problem is the lack of professionalism and hiding behind an unfair and unrealistic policy. I am curious if this company drug tests their employees to make sure they are lining cars up on the tracks correctly. I am a Vice President for Customer Service at a very large financial institution, I work with the Revdex.com, AG, the CFPB, Consumer Affairs and several other organizations. If my the cost of the damage is not reimbursed by Super Star Express, I will contact all of these organizationsDesired Settlement: I want a check for $1,050.00 by 11/15/2014 or I will start contacting all of the agencies listed above. I will hire sign spinners to stand outside your car washes!! I will notify the 500 people that work for me not to use your car washes and I will notify other companies that I work with to notify their employees too.

Business

Response:

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

Review: I stopped in to have a $3 car wash. Was told about special for an express pass that allows priority into fast line entrance and is a one time charge. Instead I get charged $26.95 mthly reoccurring. This was not what I was told and was not what I paid for. Business continues to charge by debit card after first transaction. I have left message and sent email and have not recvd response.Desired Settlement: Refund mthly charge for August 2014 and in other monthly withdrawals for my debit card

Business

Response:

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

This is my second detail with superstar and I am highly disappointed in their so called standards on what they call a "detail" for $120.00. Today 9/7/2015 I dropped off 2 vehicles for this service. My 13 year old could of done a better job! I literally had to take management around after 4 hours of working on both cars and point out what was missed which was very obvious. Superstar needs to train their staff better. I was the third furious customer upon picking up my vehicles. Don't waist your time or money!

Review: I went into Superstar carwash today and asked to get the same deal I got previously, about 2 months ago, and the guy said ok, so I went to go pay my 89.00 for service and forgot that the last time they gave me 3 free super duper car washes free, so I went back to the guy, and he looked it up, and said your right, lets go fix this. After talking to the manager on the premises Shawn, he said no. We can not do that. For a company that is closing other locations due to service, now I see why. I asked for corporate number at desk. they gave it to me, I called and conveniently the managers were in a meeting, and their was no one I could talk to. Now if I had known that they would not offer same deal, i,d gone elsewhere. But now here i,ve already paid my 89.00 and am obligated to finish the wash. This is not right and fair. I can take my service to ANY car wash, but I chose them. They should of agreed with the deal and told me after this one we can no longer offer that deal. I am very upset about this. After talking to the gentleman about the situation, nothing was resolved. He had a smile and smirk when he was talking to me and really upset me. This is not Customer Service and I see now why their closing other locations...Lack of Customer Service.Desired Settlement: Refund

Business

Response:

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.

Review: On April 26 of 2013 around 11:30 am. I took my husband's car to Super Star Car wash located on [redacted]. - [redacted], Arizona and my 2 years old son and I went into the express lane to get the car washed. When we got to the point where we supposed to get in the rails in order for the car to be washed, before we entered I read the directions and as well followed them as I supposed to. So there was the car wash guy who was leading me and made the signal it was okay for me to let the car go in neutral. A few seconds later when we were covered with foam and the rolls were working on to wash my car I felt my car hit something. I did not know at the time what had happened because I could not see anything ahead of me and I was not aware that there was a car in front of my car. They stopped everything, and that was the moment when I saw there was another car and it was hit by my car. What people in the car wash said at the moment was that I was responsible for the accident and they have nothing to do other then just take my insurance information and give it to the other car's owner. Then I asked them why do I have to take the responsibility when I only was following direction. They just argued that I had not put my car in neutral and the manager from that car wash said I was lying. After so many calls to the corporation office I could talk to ** who is in charge of the claims and he told me they were going to take care of the 2 cars involved in the accident, but till now I have not received anything. The front fender of my car is broken. Thanks in advanced for anything you can do for me!Desired Settlement: I want super Star Car wash to pay for the damage and repair costs of my husbands car.

Business

Response:

Dear Revdex.com,

We denied any liability on Mrs. [redacted]'s car because she did not put the car into neutral as directed by the attendant or the sign. We have a video clip of her going into the wash tunnel. She may have thought she put the car into neutral, but she did not. It clearly shows on the video that she had her foot on the brake, the brake lights were on, then before the roller on the conveyor that slowly pushes the car through the tunnel gets to her car, she releases her foot off of the brakes, the cars moves forward on it's own power at a faster speed than that of our conveyor, and hits the car in front of her.

We are not responsible for an Express Car Wash customer's negligence.

Review: super star car wash opened a brand new car wash close to my house. I was excited as I use to drive to another one that was a bit further away. my first experience with this new car wash was not good. I drove through the car wash and pulled out to dry my 2012 Hyundai sonata off and noticed that my passenger side rear view mirror embedded turn signal was ripped/blown out by the car wash. I notified an attendant Tyler who went into the car wash and did find it in the car wash. I created a claim and tyler said that corporate office would call me in a few minutes. they never called me. I drove back spoke to tyler and got the corporate office number. I was told to speak with JR. I have called JR numerous times and he has not returned my call. I then found out JR's boss's name Scott and called and left him a VM as well and no return call. this is horrible customer service. I received a call from the kid and superstar who I spoke to when this happened. he said JR said this wasn't the car wash's fault and they weren't liable. this to me is unacceptable. they have this on video but again nobody from corporate will call me back as I wasn't to see if it was the brushes or the blowers that damaged my vehicle. this is horrible customer service and I cant believe they would treat their customers like this.Desired Settlement: I believe superstar car wash should pay for the repair of what the car wash did to my vehicle.

Review: On Thursday, March 27th, 2014, I took my car to the Super Star Car Wash on 75th Avenue and McDowell in Phoenix, Az to get washed and have my floor mats and carpet cleaned as well. I got there about 10:55 am. At 12:11 pm they returned my car to me and the passenger air bag sensor that is located on the center console was missing. I noticed it because there was a hole there. After asking what has happened and where it was, they got the manager, [redacted], who looked in my car and found it under my umbrella and sun shade that were on my passenger seat. He claimed that he had no idea what had happened and that they couldn't do anything about it. I told him they needed to replace it and [redacted] replied, "No, we don't." I said to him that yes they would be replacing because it was there when I brought it in and was not broken and now it is broken. So he claimed that they have no clue if it was broken before, but I could file a complaint and he would fax it over to the main office. I did file the complaint. At 12:30 pm I called the main office to speak to the main person in charge, named ** or any other manager, and was told that they were all in meetings and someone would call me back. I never heard from anyone. Then I called again on Friday, 3/28/14 at 8 am and was told that no one was in the office working and they didn't know when they would return. I tried them again at 2:50 pm and was told they were out of the office all day and would call me on Monday. On Monday, 3/31/14 at 10:30 am I called them again and was told that it was their day off and would not be in the office.Desired Settlement: I called [redacted] and asked them how much it would cost to repair the air bag sensor and they said the part would cost about $60 plus labor. I want that part fixed and paid for by Super Star Car Wash. I went in for my car to be cleaned not damaged.

Business

Response:

I have spoken to Ms. [redacted] and offered to reimburse her $52.50 for the part that came off during the wash process. No one knows how it occurred, but as a Customer Courtesy, I have offered to reimburse her that amount. She has agreed to accept it.[redacted]Operations Manager

Consumer

Response:

[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 is not satisfactory to me, but will consider it resolved. The reason I am saying it is not satisfactory to me is because it took for me to write this complaint in order for ** to return my call and I had to go to [redacted] during my lunch time to order the part, pay for it then drive to Super Star Car Wash on 75th Avenue and McDowell and have them reimburse me. I also have to wait for the part to arrive and return to [redacted] to have it repaired. That is time and money on my part that is not being reimbursed by **.

Regards,

Review: Received detail when I got it back there was wax everywhere and I didn't receive my mats back. When I went back, they said they would redo the detail. When I got my vehicle back the was splash marks all over my vehicle from wax. Unclean places and wax still left on my vehicle. They also left burn marks on my vehicle.Desired Settlement: Just would like my money back.

Business

Response:

I have already responded to this customer on her [redacted] Review. I first offered to redo the detail service areas she complained about and also offered her a $100 gift card. After making that offer, I again spoke to the Manager and staff that worked on her car. All of her issues were resolved on her second visit. What cannot be resolved is the deterioration of the clear coat on the top surfaces of the paint on her vehicle. This damage to the clear coat is the result of exposure to the sun and other weather elements. As I explained to her, for a few years buffing or waxing the paint can restore it to it's original shine but at some point, the paint condition gets to a point that waxing or buffing will not work. That is the condition of her paint. It may look like left over wax residue, but it is the clear coat breaking down. Any reputable Paint and Body Shop will agree with my comments. Before our Detail staff did any work to her car, the paint was in terrible shape. That's most likely why she paid us to work on it. My original offer of a $100 gift card is still available if she wants it, but we will not give her a refund for work that we did properly. The problem is with her paint, not the quality of our work.[redacted]

Consumer

Response:

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.

Business

Response:

We stand by our original comments and offers[redacted]