Super Star Car Wash

Review: on April 30th I brought my car to super star car wash in [redacted] AZ to have a oil change and carwash combo, written up and paid for by a friend who agreed to cover the charge for a favor that I had done for him. I have the receipt and paperwork from that day. It was about a half hour before closing when I pulled into the oil bay and approached my friend [redacted] and asked him to preform the service, he was kind of upset and in a rush because it was slow and the day was about to end when he had to pay for and preform my service at 20 minutes to closing. He was a little upset but did uphold his agreement and paid for and did the service. Once the service was completed I jumped into the car and drove straight to the house in [redacted]. I parked the car and did not re-enter until the next day on March 1st. When I had backed up the car I noticed a good sized puddle on the ground were the car was parked, I got out the cell phone and took pictures and got a towel and got samples and put into a plastic bag. I then called [redacted] and asked him what was going on? I told him about the leak and he asked me if I was sure it was oil? He then commented on the transmission asked me if it was tranny fluid? I told him that I was pretty sure it was oil, I have sample, I touched and smelled it. I took pictures and video and sent them to him, I then talked to his manager [redacted] and he asked me to bring the car to him. I was a little hesitant but the leak was not large enough to scare me and I checked the oil and it was full. When I got to the car wash I showed [redacted] the video of plug leaking and pictures and he assured me that he was positive it was the tranny plug and not the oil plug. He told me that he had the same car and convinced me that this was A STRANGE COINCEDENCE AND THAT HE WAS POSITIVE THAT IT WAS THE TRANNY PLUG AND THAT THEY DID A OIL CHANGE SO THEY ARE NOT SURE WHAT HAPPENDED BUT IT WAS ODD AND THE CAR NEVER LEAKED.. JUST STRANGE TIMING.Desired Settlement: I took the car to another shop a mile away and had them take a look. I was shocked when they told me that there was oil in the transmission fluid, we have samples and tried to contact the car wash, [redacted] was in charge of shop need to talk to him but he was off few days. I was forced to rent a car I was leaving town and did not want to damage my car, I called corporate and thy did not respond. I want a full refund for my rental car and payment to other shop for tranny service. oil in tranny mixd

Business

Response:

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

Review: I am a member at this carwash. First off, I trusted this location to take care of a valued customer like me. I tried numerous times, being patient and the bigger person with [redacted] and [redacted], the two managers I have been dealing with, and still no resolution. [redacted] is the worse, raising his voice at me the times I spoke with him. So I have no choice at this point so hopefully somebody out there can help me. They have a manager named [redacted] on sight the day I went there for a simple carwash. I trusted [redacted] to guide me into the tunnel safely, but he failed to do so as I hit the side rail at the entrance, total metal exposed as I inspected the entrance myself. I took pictures of my chipped rim, also took pictures of the exposed metal rails, one camera present but it is angled from the passenger side so I have no idea why [redacted] assumes and says he doesn't see any impact.My rims are new, and now the driver side front is chipped. I asked them nicely to repair or replace but no success there, they basically told me, WHAT ARE YOU GOING TO DO?!!! Someone HELP!! PLEASE!! I am a hard working father and believe in good ethics and customer service.Desired Settlement: I would just like things to go back to normal, and that is to have my ONE rim replaced. I have worked hard for these and I believe in working hard and rewarding yourself of your accomplishments. I have estimates for a rim replacement, and that is all I want. I am currently still a member at this carwash because they are still charging my credit card on a monthly basis. I am also worried to go back because they are completely incompetent, and irresponsible. Again, I need your HELP PLEASE!!

Business

Response:

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

Consumer

Response:

This response is still very unacceptable by this car wash company. In regards to being truthful, this company is still making excuses. When working with the public, customer service is number one on the list. First off, I would not proceed driving my car into the tunnel without guidance. I have to make sure the attendant is their, did not move until he signaled me to do so. As I moved forward on his command, I proceeded slowly, felt something hit as my steering wheel jolted to the right. The attendant(TRE) kept telling me to move forward and proceed. At this time I trusted his judgement that it was nothing serious, keep looking at him and he had the same straight face as if nothing happened. So I went through the tunnel, as you know I can't stop the wash nor can I get out of my car to check. After I got out to the other side, I checked my wheels, where I felt the impact, front driver side. I saw the chip and I immediately went and told Tre, but again he gave me unacceptable customer service, as well as the person([redacted] ) that responded to this report. They have cameras, but aimed the wrong way, camera is on the right side of the entrance facing at a bad angle, does not show or aim to the important side which would be the driver side where the medal rails are exposed. So I am not sure why JR said he has seen the footage, and sees nothing wrong. I have pictures that I took the same day, just in case the try and cover up, their exposed piece if metal. Also, the carwash giving a number to get my own rim fixed is an insult. Basically they are telling me to take care of their mistake. Common sense communication, doing your job right, providing good customer service is the problem here. If you need pictures and video footage, I will submit them also.

Business

Response:

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

Review: On 9/16/13, we purchased what we believed to be a month's worth of car washes. At the end of the month, we stopped getting our car washed as we were led to believe the pass expired. On 11/25/13, we purchased what we were led to believe was a monthly pass. We used the services for a month and then stopped using the car wash. Then on 1/12/14, we again purchased what we were led to believe was a month's worth of car washes. After the end of the month we did not use the services. We learned later the services we were purchasing were monthly "FastPass" with automatic renewal. Therefore we were charged $16.95 on the 16th of every month, $21.95 on the 23rd of every month, and $21.95 on the 12th of every month beginning with the initial purchase date noted above. We requested a copy of the contract that we signed and were given one signed receipt dated /25/2013. This is my husband's signature however he was under the impression that it was a credit card receipt and was not informed that what he was actually signing was an agreement for a monthly charge to our account for car washes. No additional receipts were given to us so we are unsure what we signed for the other months purchases. It is clear from the usage of the car wash that we did not agree to a monthly car wash as our usage of the washes ended at the end of each month we paid for. Further, if we had an existing monthly pass, I am not sure why the employees sold us a new pass both in November and then again in January. Why would they inform us that we already had a monthly pass.Desired Settlement: We feel we were charged $189.50 for car wash services that we did not use.

Business

Response:

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

[redacted], Operations Manager

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.

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

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

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

Regards,

Business

Response:

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

Review: I have contacted this company twice about this problem and no one has answered my email. (once in February & July 2013) I started a monthly automated payment to use the carwash as much as I would like. I choice to go once a week, and after six months I notice a lot of scratches on my headlight covers. The brushes at the carwash has damaged them very badly. I would like them to be replaced.Desired Settlement: Money to replaces the headlight covers.

Business

Response:

Revdex.com, I do not recall receiving an email from this customer. If I did, it was long ago. If I didn't answer the email it was because the Manager on site had already denied the claim of damage by the customer. All of our car wash locations use soft cloth in the tunnels to clean the cars. There aren't any bristle brushes that touch the body of the car. It is impossible to scratch the headlight covers. I have a 2008 vehicle and I wash it 2 to 3 times per week and have done so for over 3 years. My headlight covers are clear. It is very common in Arizona for headlight covers to dull over time because of the high heat in the summers. I don't know how old this car is but I suspect it is at least 4 or 5 years old and depending where it is parked or how many miles are on it, the scratches or dullness on the headlights is from age and normal wear and tear. Super Star Car Wash is denying any liability for this claim.[redacted]Operations

Consumer

Response:

I'm willing to bring my car down to be observe by Super Wash Car. This way they can rub the headlight covers for the damaged that they brushes caused. ITS NOT SUN, or WEAR its car wash brushes. Just be responsible for your brushes. I know another person that drives the same make and model and they DONT have this on they headlight covers. Pay for what your equipment did.

Business

Response:

I would be happy to see the vehicle and further demonstrate to Ms. [redacted] how the soft cloth equipment in our car wash tunnels could not cause the damage she claims was caused by our equipment. She can call my office at ###-###-####, ext 23 and leave me a message as to dates and times she is available.[redacted]

Review: Dear Revdex.com,

My name is [redacted] and my wife’s name is [redacted], my Wife and I recently went to Super Star Car Wash in [redacted]. We have gone there quite a bit to get all of our car washes. Back in May, right before our wedding, I purchased a detail for my newly purchased vehicle in addition to one for my wife’s vehicle. We waited a while to use the detail, deciding Monday 11/17/14 was a good day to go in. We had my car washed and dropped her car (2001 Mazda Protégé) off for the full detail. We had many other errands to take care of on Monday, about mid-morning, I received a phone call from the Super Star Car Wash manager in [redacted]. He proceeded to inform me of some bad news. That an “accident” had occurred and that my wife’s car was “wrecked.” I was in shock initially, for this is one of the oddest things I have ever heard. [redacted] explained, and I quote, “somehow, someway, the car ended up in reverse mode,” a mystery employee may or may not have been in the vehicle and somehow the car slipped gears and ran into a pole outside the garage bay. [redacted] did state that he was sorry and that the company is taking responsibility for the damage. I pressed for more answers, though he had none, other than the car crashed with no other vehicle or person(s) being involved. I informed my insurance ([redacted]) of the situation just for reporting purposes. When I arrived at the car wash, I proceeded to photograph the damage and speak with [redacted] about the next step. I had them write a statement regarding the incident, I was told I needed to get an estimate from a body shop nearby. I was also told that they would pay for a rental car and reimburse me the same day when I returned with some form of receipt, only up to $25 a day. I forced the door shut and made it down the road to [redacted] where I was met by an estimator and my mother. Without much delay, the estimator said that the car would most likely be totaled and is not drivable. He stopped his preliminary estimate when he reached about $5900. Now granted this car was in excellent condition, low miles about 86,000 miles, only one owner before us and the upkeep was always done on time. Needless to say at this point they have destroyed a good condition, reliable, and paid off vehicle. I returned to Super Star with the preliminary estimate and gave it to [redacted]. He informed me that I was not allowed to speak to the General Manager/Owner [redacted], I was not allowed to have any of his contact information what so ever and I was to wait on him to call me the following day. I am furious at this point, we at least left there knowing we could at least get a rental car so that my wife could have a car while this is being worked out. After calling around for quotes, my mother and I arrived at [redacted] in Goodyear, we found out that [redacted] would charge us an additional fee per day due to the fact that my wife and I are under 25. However, the weekly price is better than $25 a day even with the fee. Apparently this was lost on [redacted] at Super Star, for when we called him from [redacted] he stated that he would not pay for the rental car after stating immediately before we got there that he would. I called and spoke with my wife about the situation in full and decided to regroup and wait on The General Manager/Owner’s call. I placed a call into the Super Star Car Wash corporate office in Phoenix and had them document the entire situation. I told them that we would not be out any money out of pocket and expected this situation to be dealt with promptly. I did eventually receive a call from [redacted] that evening. He had no answer other than to state his priority and that was to make this process as easy and stress free as possibly for us and that he would certainly take care of this first thing in the morning around 9:30AM.

The following morning I did not here from [redacted] and decided to call him around 10AM. He informed me that a rental car would be taken care of at a different [redacted] location. My wife was to pick up the car mid-day and the reservation was under his name. I informed my wife of all of this information and she planned accordingly. [redacted] told me that he would get back with me as far as the car at the body shop after he spoke with his insurance and the body shop. There was a hassle at [redacted] as getting [redacted] to agree to pay for the car himself, without handing us cash, as well as putting this all in writing, was indeed time consuming. Eventually he did submit a written statement to [redacted] and my wife to cover the rental car for a certain amount, equaling out to a week. [redacted] called me that afternoon with news from the body shop and insurance aspect of this debacle, stating both that the estimate had gone up to at least $6900 and that the insurance was to offer only $2700, this is well below [redacted], and not to mention what we paid for the car. I explained to him that this is about way more than the vehicle this is about time and inconvenience at this point. I told him that I would contact him in the morning after developing our stance and coming up with a number.



On the morning of 11/19/14, I called [redacted] at about 8:30AM and explained our stance, which includes:

1. The overall value and reliability of the vehicle (to include what we paid for the vehicle $4500).

2. The gross negligence of his employee(s) to wreck the car to begin with.

3. The stress and inconvenience of the ordeal, we did not ask for this.

4. The time and money we will now have to dedicate to research, travel, and inspect any used car that we our interested in purchasing. (To include any tax, title, and licensing fees)

5. The time that we are now going to be without a second vehicle and any subsequent rental car or ride my wife will have to use until this is resolved.

6. The money spent on car washes and the detail which ended up as a totaled car.

I informed him that we would start at $7000, again this is including everything, including the fact that this is extremely stressful and frustrating. He told me that he would speak with his business partner(s) and get back to me before noon. I had to leave several voicemails with [redacted] before he called at 3:30PM. Only to make an offer of $3500, after taking into consideration all of the factors he comes in below market value. Despite the fact that I did not come to the car wash to trade the car in or sell it for fair market value. We disagreed and we skipped to $5000, he said he would think it over and call me after 6:00PM. I feel $5000 is more than fair, and he called back at 8:00PM to tell me his offer stands. I informed him that he left me with no choice but to escalate the matter, I cannot find a reliable and safe vehicle for my wife to drive for $3500, especially considering I could sold the car for more and I would be hard pressed to replicate a similarly dependable vehicle. I will not take a hit and be put in this position with less money and more stress, because this owner doesn’t want to do the right thing in this situation and at least give us a chance to find another decent vehicle, not to mention the time and stress that will occur trying to find one in a reasonable amount of time. I gave [redacted] every chance to do the right thing as a business owner and as a respectful person, but he ultimately declined.

Since he has handed it over to the insurance, [redacted] insurance, on 11/21/14, nothing has been resolved and the situation has only gotten worse. Apparently when the insurance did finally contact me, on 11/24/14, no one had ever been to see the vehicle and the insurance has no record of the incident what so ever. The only information that the insurance claim afforded them was that there was an accident at Superstar Car Wash involving my wife’s car and the owner gave my name and number, however, he gave no statement or acknowledgement as to what happened or that he was indeed accepting responsibility. Therefore, the owner [redacted] had been lying the about the entire process. [redacted] claimed they needed to receive confirmation of these facts before proceeding, giving a rough time frame of a week and a half in order to get in touch with [redacted]. Following up on 11/26/14, I was still told they have received no statement from the car wash owner and cannot move forward. Meanwhile my wife is still without a rental car, still no resolution. I again followed up on 12/1/14, still no word from [redacted], the insurance claimed that they have tried to contact him every day, still no success. My wife called [redacted] on 12/2/14 and he actually answered the phone and claimed he had already given a statement and no one from the insurance has tried contacting him.

I am now in a very difficult situation and do not think that it is fair at all that any customer should trust their vehicle to a car wash only to have it destroyed and receive less than fair compensation, terrible service, and disrespect in return. I could really use your help to bring this ordeal to a close, my wife and I are beyond stressed out and are ready to have it resolved.

Sincerely,

[redacted]Desired Settlement: Our desired outcome is that we are duely compensated. Taking into account the following:

1. The overall value and reliability of the vehicle (to include what we paid for the vehicle $4500).

2. The gross negligence of his employee(s) to wreck the car to begin with.

3. The stress and inconvenience of the ordeal, we did not ask for this.

4. The time and money we will now have to dedicate to research, travel, and inspect any used car that we our interested in purchasing. (To include any tax, title, and licensing fees)

5. The time that we are now going to be without a second vehicle and any subsequent rental car or ride my wife will have to use until this is resolved.

6. The money spent on car washes and the detail which ended up as a totaled car.

We really need this process to come to a close with a reasonable solution, which is absolutely not going to happen. This owner and business does not care about a resolution what so ever.

Business

Response:

Regarding the complaint by Mr. [redacted], It is true that there was an accident to his car while we had possession of it for a Detail Service. Super Star Car Wash accepted liability for the accident but when we sent Mr. [redacted] for an estimate of repairs, it was discovered that the repairs would cost more that the value of the car. We tried to make a settlement directly with Mr. [redacted] but he wanted far more that the vehicle was worth. At this point we submitted the claim to our insurance company. I apologize if there was a time delay in getting to this point as well as a delay in the adjuster for our Insurance Company to make contact with our GM. My understanding is that our Insurance Adjuster has communicated with Mr. [redacted] and is in the process of arriving at a settlement for the damage.[redacted], Operations

Was offered a package deal on a detail wax/carwash. Found out later that the car washes offered did not match package deal of the day. Approached Lake Pleasant car wash manager were I received the package deal and was basically told that I was wrong. Basically I felt like they had received my money and really did not care if I ever came back or not. Was treated with contempt. Will only use this car wash to get what I can out of the package deal and then will not return. Went to Super Star carwash web site and through their site issued a complaint explaining dissatisfaction around 2 weeks ago. Have not heard a thing.

Review: I am a regular customer on this specific location most of the people working there know me or my cars because basically every week I bring my vehicles to be washed here is his is the reason why what happen make me feel more frustrated on Saturday June 01 2013 I bring My 2010 White Chevy Silverado truck to wash and as always the advisor write with a very big and visible letters on my truck windows that my truck have an AUTO LOCK ALARM SYSTEM So the employees who have to drive my truck to the wash bay be advised .I was inside of the car wash by the customers waiting room area when I have the first notification on my smart phone: YOUR ALARM SYSTEM WAS JUST TRIGGERED, Inside of my truck along with my keys I leave a remote control for my alarm but again because I come to the same place every week most of the employees there know about my auto lock alarm system, 10 or 15 minutes later I have a second notification about my system was trigged again so I go out to find out was going on and again my alarm is locked again I walk to the wash bays and I speak with the employees and 2 of this person told me:Dont worry we already take care of your alarm twice we use the slim Jim lock out tool to open your truck doors of course I was so upset about that but in that moment I dont realize the damage on my doors was done all ready !I come back on Tuesday June 03 2013 and speak with the car wash manager I bring proof on wring about how his employees damage my alarm wiring on my passenger side door I bring the invoice and photos from the authorized repair shop where I have to bring my truck in order to repair my alarm system he walk with me to the wash bay area and in front of my 2 of his employees point which 2 employees damage the alarm wiring on my truck door when this guys used a slim Jim tool to open my truck door !He told me ok Mr. [redacted] do me a favor dont go inside I going to take care of this myself I swear because if you go inside because what happen is my responsibility the management are going to deduct your repair amount from my check and please I cant afford that can you please come back on Friday June 07 2013 and I going to collect the money from the guys to damage your truck and I promise are going to have it ready for you , again because I know (or I was believing that) this people I trust on him .So I come back looking for him at Friday June 07 and oh surprise he try for more of half an hour to hide from me so I have to come back again looking for him and when I found him finally he say I Sorry I dont know what are you talking about by then I so upset and frustrated because his acctitude so I say do you promise me pay the money for my repair today and he said to me: or leave now or I going to call the police because you are yelling on me !So I pay from my pocket $ 65.00 to [redacted] for my door truck repair and of course I want the people who damage my truck pay for it!Desired Settlement: I want $ 65.00 because I pay that amount for my truck door wiring repair !

Business

Response:

Dear Revdex.com and *r. [redacted]. I spoke with [redacted] the Car Wash *anager on duty both Saturday June 1 and Tuesday June 4. He never spoke to any customer regarding damage to door alarm wiring. Is it possible **. [redacted] spoke to someone else or went to another Super Star Location? Please have *r. [redacted] come and see **. [redacted] Tuesday thru Saturday at the location at [redacted]r and if in fact we did use the Slim Jim on his vehicle and caused damage to his wiring, we will reimburse him his expense. This cost will not be deducted from any employee's wages. Super Star Car Wash is a reputable business and we always pay for damages when it is our fault.

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: ON SUNDAY 2/22/2015 I STOPPED AT SUPERSTAR CAR WASH TO GET MY VEHICLE WASHED. WHEN I WAS IN THE CAR WASH MY FAMILY AND I HEARD A LOUD NOISE UPON EXITING THE CAR WASH THE EMPLOYEE CALLED MY ATTENTION TO DAMAGES TO MY VEHICLE. THE EMPLOYEE TOLD ME THAT MY BUMPER WAS HANGING DOWN. HE CALLED THE MANAGER WHEN THE MANAGER CAME HE SAID, "I WILL NOT PAY FOR THESE DAMAGES" BEFORE I EVEN SAID ANYTHING TO HIM. CLEARLY THE VEHICLE WAS DAMAGED IN THE CAR WASH. THE COMPANY REFUSES TO ACCEPT RESPONSIBILITY FOR THE DAMAGES TO MY VEHICLE.Desired Settlement: I WANT MY BUMPER REPLACED AND THE DAMAGES REPAIRED TO MY VEHICLE.

Business

Response:

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

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,

Business

Response:

I am sorry, but as previously written, there had to be previous damage to the bumper. Ms. [redacted] should submit a claim to her insurance and I can speak with them explaining the same thing.[redacted]

Review: On 2/24/14, I went to this establishment to purchase a car wash. The employee processing transactions in the car wash line offered unlimited car washes for the next 30 days for $6.95 since I was a new customer. He failed to mention that I would then be enrolled in a monthly unlimited car wash plan for $16.95/month and I recently noticed a number of unapproved $16.95 debits (on 3/24, 4/23, and 5/27) from my bank account for this amount by Super Star Car Wash. Also, if the company looks into their car wash usage records, they will note that I have not visited the car wash since the initial 30 day purchase. I contacted the location directly and was instructed to contact corporate. I have had no response from corporate after leaving a phone message.Desired Settlement: I would like to have either the debited funds past the initial first month (a total of $50.85 for three months at $16.95) refunded directly to my account/debit card or to have a check mailed to me.

Business

Response:

Please have the customer contact the Office directly at ###-###-####. Someone there will help with the credit for the months that she did not receive carwashes. We have three ways to resolve issues like this and leaving a voicemail is one of them. It could be possible that her return phone number was not clear and therefore we could not contact her. Again, the number ###-###-#### is a direct line to our office. [redacted], Operations

Review: this is for the location located at [redacted] in [redacted]

This company is horrid at tracking they lost all my purchase orders they informed they do not keep any receipts or copies of orders. They only performed one of the services I had paid for even though the rep on the phone told me she found all my services. when I went in to complain they said they had thrown away all the orders and receipts. from my understanding there is some sort of law against business maintaining documents for a certain amount of years.

not only that the service they provided on my car was horrible, it was almost as if they simply vacuumed it and made no attempts at cleaning it. The car was filthy outside with water spots everywhere. scratches and small dents that they swear they didn't do but were not on my vehicle prior to me taking the vehicle to them. this is ridiculous if its a handwash there should be no water spots to such an extensive point. the windows were filthy they use some type of pastel pen to write on the window. and you can still see it to this day.Desired Settlement: some type of refund. some type of repair on the damages they caused

Business

Response:

I would be happy to meet Mr. [redacted] to see all of the issues he speaks of. Please have him send me an email to [redacted] or call our offices at ###-###-#### so that we can make an appointment.

Review: In March of 2015 I went to the superstar car wash on [redacted] I was going to buy a 8 dollar car wash when the worker told me I could get a month of free car washes for 6.95 and he would upgrade the car wash I was about to get. I thought it was a great idea and I gave him my card. Ever since my account each month has been charged 17 dollars. I was unaware this is a reoccurring charge. I called to cancel the membership I had been tricked into. Nothing. This went on for months. I finally got a call Nov. 25, 2015 from superstar car wash saying they sold the business in July and have no records from that location. They could not find me in the system. I spoke with Wendy and Rebecca multiple times that day. They gave me a number([redacted] and told me to ask for Kevin. I called and the phone kept ringing. I went down to the location and there was no Kevin and nobody spoke English. I got no help. When I contacted the Revdex.com they told me the business has not been sold and that number isn't even for the location on [redacted] My card is being charged from [redacted] and there is no record of that company. I would like to have my membership cancelled and be reimbursed for all the money taken out of my account since March.Desired Settlement: I would like to have my membership that I unknowingly signed up for to be cancelled and have the money returned. I would like to be refunded each charge since March 2015

Business

Response:

Our Office staff has spoken to the customer and referred her to the Location on [redacted] The name of the new company is Clear Skies. The Managers on duty do speak English and she needs to cancel the service there. When we sold the business on July 11th, 2015, all of the accounts that were on the Fast Pass Plan stayed with the new owner. Super Star Car Wash does not have access to those credit card accounts to cancel the plan or to give a refund. J.R. R[redacted]

Review: On 05/27/14 at 8:51 am, I was getting my car, a 2010 Honda Accord Crosstour, washed at the Super Star Car Wash located at [redacted]. There was a mid-size SUV, possibly a Ford Explorer, entering the carwash directly ahead of my vehicle. This is an automatic carwash with spinning washers (scrubbers) which requires the driver to put their vehicle into neutral and turn over control to the carwash conveyor track. About half way through the carwash, shortly after passing through the scrubbers, the front bumper of my vehicle was pushed into the rear bumper of the SUV that was now completely stopped ahead of me. Somehow the SUV had stopped moving through the automatic carwash and did not move until it was contacted by my vehicle and pushed the rest of the way through the carwash. This caused my front bumper to rub up and down against the rear bumper of the SUV for the rest of the carwash. After exiting the car wash, the SUV exited and left the Super Star Car Wash onto Arizona Avenue. I continued over to the vacuums to inspect my front bumper. I immediately noticed multiple scratches on my bumper that went through the paint and all the way down into the plastic of the bumper. I contacted the site manager who identified himself as [redacted] took photos and a Customer Service Report. He stated that he would forward the photos and Customer Service Report to the main office and that I should expect a phone call in 2 - 3 days. I then left the carwash to await their phone call.

After waiting for over a week, I called and left a message with the woman who answered the phone and identified herself as [redacted]. She stated that the general manager was out of town, but she would have the owner call me. I called again after another week and again spoke to [redacted]. She again took my contact information and said the general manager would call me soon. I placed a third phone call a week after that and again spoke to [redacted]. This time, I asked for her to leave a message and also forward me to the general manager's voicemail. I left a voicemail message describing the situation and my contact information. Again, I was not contacted by Super Star Car Wash. On 06/30/14, over a month since the incident, I left another message explaining the situation and the unreturned phone messages. Within an hour I finally received a phone call back from a male with Super Star Car Wash, but he did not provide a name.

I explained the circumstances of the incident and my attempts to contact them to work out a resolution. The unidentified male advised me that Super Star Car Wash was not responsible. He said that it had to be the fault of the SUV because only they could cause the vehicle to stop in the middle of the carwash - i.e. hit the brake, put car in gear, or turned the steering wheel. I conceded that as a possibility, but explained to him that with it being an automatic carwash, the carwash is responsible to prevents 2 vehicles from running into each other if the front vehicle somehow stops moving down the conveyor track. The carwash in no way prevented my vehicle from running into the SUV and, in fact, used my vehicle to push the SUV the rest of the way out of the carwash.Desired Settlement: My desired outcome is just to have the scratches on the front bumper of my vehicle repaired.

Business

Response:

We apologize that Mr. [redacted] was involved in a vehicle collision. As we explained to him, our employees are never in control of a customer's vehicle. He have posted Warning and Instructional Signs throughout the property warning customer of potential hazards. One of them is Driver Negligence. Our conveyor equipment is configured in a manner to provide a safe and damage free wash through the car wash tunnel provided the customer follows all of the instructions both on our signs and those verbally given by our attendant. If they don't, and say perhaps step on the brake or, turn the steering wheel, it could cause the vehicle to jump the roller that is pushing the vehicle through the tunnel. This constitutes Driver Negligence. We even have a second safety roller in case the vehicle should jump the first roller, the second roller is designed to keep the vehicle moving forward and prevent the next vehicle behind it from running into it. In this case, just as Mr. [redacted] wrote, the driver in front of him did something to make his vehicle jump both rollers. Mr. [redacted], not guilty in this case as he was allowing our equipment to push him through the tunnel correctly, ran into the back of the Ford Explorer. It's unfortunate that Mr. [redacted] was not able to speak with the driver of the Explorer as that vehicle drove off. Our Manager viewed our security video to see if he could see a license plate on that vehicle but could not. Super Star Car Wash is not responsible for the collision between Mr. [redacted]'s Honda Accord and the Ford Explorer. Both vehicles were in control of their respective drivers. [redacted], 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.

Regards,

Business

Response:

I am sorry, our position has not changed.[redacted]

Review: I purchased auto detail services in June, and told they would be valid for up to 5 yrs. on 11/8/14 I took my vehicle in at approx 12 noon to have my vehicle detailed. While waiting in line I observed several detail transactions being purchased but once they realized I'd already purchased detail services, I was informed that they were unable to complete the detail because they'd reached their max amount of "prepaid" services they were going to perform for the day. I then went to the manager (Jorge) and inquired about the detail services they were rendering for customers purchasing that day and he stated that the partial services being sold were not as time consuming as the detail services I'd purchased prior. I responded by informing him that performing several other details would amount to the same amount of time spent performing 1 detail and my purchase-money spent prior should be as valuable as the purchase-money spent the same day. I explained that someone had followed me to drop my vehicle off I was unsure of when I could return, nevertheless I was sent all the way back home.Desired Settlement: It is my intention to NEVER return to this business, and I believe my money should be refunded for refusal of services purchased.

Business

Response:

Ms. [redacted] is a regular and loyal customer of Super Star Car Wash. I apologize that when she purchased her Prepaid Detail Service, it was not properly explained to her that appointments are preferred when redeeming the service. Every morning we have scheduled appointments as well as people who arrive early in the day hoping we still have some spots available. On this day, we were already fully booked with Prepaid Detail services. We were now just adding a few detail services that were sold on this day. Again, I apologize that our manager, recognizing Ms. [redacted], did not make a better attempt to fit her into our schedule for that day. I will not only offer to perform the services she has already paid for, but also give Ms. [redacted] a $100 gift card for additional Detail Service. We appreciate her business and do not wish to lose her as a customer[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 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: In Feb. a guy came to my car and said there was a special for $6.95 for a full month. I asked, "What's the catch?" He said there wasn't one. I should have known....

These people started charging my card $16.95 every month there after. When I called, ###-###-####, it goes straight to voicemail, I left two messages a week for 6 weeks to no avail. So I hunted around and found the fax number and sent them a fax requesting a refund and stop charging my card.

I was contacted by [redacted] who said she would give me a refund for one month and anything else would be via gift card. I explained that I do not want their services and again asked for a refund as I did my due diligence and more and also have not used their services so a gift card is unacceptable. She charged that her manager had to talk to me, I agreed. She then said manager is in a "meeting". I asked how long and she replied, "All day" I asked when I should expect a return call and she said today or tomorrow. Well, that ofcourse tomorrow came. I gave them two days after that and I began calling the number that [redacted] had called me from and ofcourse they refused to take my calls. After another month of being dodged, low and behold my card is charged $16.95 again.

I called again and this time first thing in the morning. A rude, heavy accented, charleton named [redacted] took my call. She sure was a peach. She specifically said, "We will not refund or stop charging your card!" I asked her to repeat herself for clarity and then told her she was being recorded. She got very angry and told me to go to my bank. She went on to tell me she would make a note on my account to keep charging my card and specifically said they would lie to the bank and say I used their service. I was so shocked. They are rude and steal hard working people's money for services NOT RENDERED! . They are theives!Desired Settlement: I want a full refund and an apology!

Business

Response:

Business

Response:

Before Miss [redacted] filed her Revdex.com complaint, she posted the same remarks on Facebook. I responded to her Facebook post and also spoke to our office manager. Miss [redacted] fails to tell you how belligerent she was and the profanity she used when she called the office. However in an effort of customer service I had the office call her and negotiate the refund. Miss [redacted] then posted on Facebook that she received the refund and was satisfied and didn't feel the customer should have to go through this process.

Review: I took my vehicle into Super Star Car Wash & Lube for a basice oil change and free car wash after recieving a coupon in the mail. After dropping my vehicle off for service and returning for pick up I noticed that $40 dollars that was in my console was missing. I spoke with [redacted] which apologized and said he was going to review the video tapes and give me a call later in the day. I patiently waited for a call that was promised but to no avial I never recieved one. I called the next morning and [redacted] advised me that he had an emergency and had to leave early the previous day and would review the tapes and call me back in 10/15 min, unfortunatly I did not recieve that call either. I then called into the corporate office to speak with a manager and was told that one was not available and that someone should call me back shortly-again after not recieving a call for several hours so I called back in to ensure I would actually be called back this time. I just recieved a call from [redacted] the general manager to tell me that he was sorry about the way it was handled but that there was nothing they could do but offer me a store credit for the amount. Not sure what makes him think I would like to subject myself again to being robbed... I am not only disappointed with the money being taken, but the response of the management staff or lack there of...Desired Settlement: Replacement of the $40.00 that was stolen out of my console while being serviced at the service facility and for the management staff to follow through with what they say they were going to do...

Business

Response:

My name is [redacted]., and I am the Manager at the Corporate Office that returned this customer's call. I called the same day I received the message. I apologized and explained that even if our Store Manager had promised to call back after viewing the security video, the views are limited and cannot see inside a customer's car. In the Lube Centers, several employees get in and out of the cars, so even if the cameras could show the car, we wouldn't be able to determine which employee might have looked in the console compartment. Even at that, we don't have any proof other than the customer's word that the $40 existed in the first place. Short of calling the customer a liar, we have no proof that anything was stolen. We have signs posted advising the customer to manage their valuables for this exact situation. We cannot begin to replace every item or money than any of our customers report to be stolen. As a courtesy to the customer, we offered to give her a $40 Gift Card for our stores. I am sorry but that is the best I can offer.

Review: I went to the car wash on 2/15 at [redacted] - Phoenix, the sales man told me there was a promotion for the Valentine's day and I can get $10 off to get their unlimited car wash for the whole month, i.e. pay only $6.99. So I agreed. He totally didn't mention to me this is an auto charge for every month. I found it out by looking up my credit card statement, and they charged me $16.99 on 3/16/15 and 4/16/15 respectively.

I never went there again since March 8 as I had a car accident on 3/12 and my car was towed to bodyshop. I have been using another rental car. I didn't get my car back until last week.

UPON knowing this auto charge, I tried to contact them, and found out that they actually don't have customer service at all. No body answer the call, and the only thing you can do is to leave a message!!Desired Settlement: I have already explained the whole thing to my credit card bank and disputed my charge. But I still need to contact the service provider directly to stop the auto charge. So our desired outcome is: first, refund the charges for $16.99*2=$33.98; second, stop auto charge on my credit card.

Business

Response:

Dear Mr/Mrs [redacted], I apologize that our attendant did not clearly explain our Unlimited Wash Plan to you. We will absolutely refund you any charges in months where you did not use the plan. However, if you already started the process of cancelling the charges at your bank, we must wait until the Bank issues any chargeback credit to your account and removes those credits from our account. Otherwise you will wind up with double credits and we will pay out double credits. Did you leave your name and telephone number on the Voice Mail we use for Customer Service? Our staff at the Office is pretty good about returning calls and handling this type of dispute. I will give you a direct number you can call and they will tell you the process that will be used to get you your refund. Please call [redacted] Mon-Friday 8am-5pm. We appreciate your business,[redacted], Operations

Review: Unauthorized Charges were made to my account in the amount of $26.95 from the month of March 2014 until November 2014. I've failed a claim through my bank and they were only able to refund me for the first 3 months of those unauthorized charged. I've asked super star car wash if there is anything they can do to refund my account and they me a blunt answer "no" there is nothing we can doDesired Settlement: Refund for the months of June through November

Business

Response:

Please have Ms. [redacted] call our Main Office again at ###-###-#### and ask for either [redacted] or [redacted]. I have instructed them to issue a refund for the months Ms. [redacted] was charged less the three months she was already refunded by her bank. I apologize for the inconvenience. Our staff cannot help our customers once the customer has initiated a stop payment at the bank. However, once the customer can produce statements showing all of the charges and the credits issued by the bank, we can refund any months where the plan was not used. [redacted], Operations

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. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: On 5/3/2013 I went to the Superstar car wash on [redacted] to have spray foam mist removed from the side of my 2012 Chevrolet work van. The gentleman that waited on me and looked over the van said it wouldn't be a problem to remove me it. I was charged $300.00 and told it would take no more than four hours to complete service. I arrived with the van at 7:30am that day so I would be first inline for my appointment at 8am.

After several hours I walked over to the van and found no one working on it and several people standing around.

To make a long story short, I filed a complaint at the car wash due to two areas where they had buffed through the paint on my vehicle, they failed to remove all of the spray foam mist as agreed, and was not completed when I finally took the vehicle after 10.5 hours in their possession. The whole passenger side of my vehicle has swirl marks which will require a body shop to fix, along with the touch-up of the two areas of bare metal where they burnt through the paint.

I was told a manager would contact me regarding the damages, but I have yet to hear from anyone. I'm hoping this matter can be resolved before I have no other choice but to file litigation.Desired Settlement: I am seeking a refund on the $300.00 I spent on the spray foam removal, which they failed to complete, and $469.95 to have two areas of paint touched up along with the removal of swirl marks on whole passenger side of vehicle.

For a total of $769.95

Business

Response:

Revdex.com,

I have spoken with the Manager of the car wash, a Mr. [redacted], who is aware of the situation with this customer. A can of spray foam had exploded on the side of this van. Some parts were heavier than others. Although we had originally quoted 4 hours, the severity of the overspray caused us to take longer than originally thought. Additionally, in a couple of areas, the overspray was so severe, removing the overspray actually took off some of the paint. This was explained to the customer. We asked the customer to take the van to a vendor we use and trust, Peoria Collision for an estimate to repair the paint. At that time we would negotiate with the customer to resolve the issue. We were never given that opportunity. The customer has already had the work done. I would offer the customer a refund of the $300 he paid us to remove the overspray. With that refund, he could have had enough to paint the affected areas, but again, he never took the van to our vendor.

We will extend the offer of a $300 refund, and the customer can use that to reimburse himself for the cost he spent to make the repairs. We think the $469 is excessive and $300 should have been enough to make the repairs that were a result of the heavy overspray and our efforts to remove it. This was not the result of negligence on the part of our employee.

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.

Regards,

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.Sorry it has taken me so long to get back to you. I have still not received the agreed amount, $300.00 from Super Star Car wash. Can you please re-open the complaint.If you have any questions, please contact me. Thank you. [redacted]Regards,[redacted]

Business

Response:

I am sorry that it was not clear how the customer would receive the $300 refund that I offered in this matter. Please instruct the customer to visit the same store on Lake Pleasant Parkway and ask for [redacted], the Manager and [redacted] will issue him the refund.[redacted]

Review: I took my car for a simple Car Wash on 1/30/14 @ Super Star Carwash location @ [redacted]. I was approached by an Employee named [redacted] about a special on Detailing Service of my vehicle [redacted]). After inspecting my vehicle & seeing some minor scratches on right sideview mirror, I was informed that they could touch up the paint if I bought the paint @ time of Detail. So I Purchased a Detail package on 01/30/2014 as supposedly ON SALE/SPECIAL for $129.95 for that DAY ONLY. I figured I would get the Detail SALES/SPECIAL that day but could use the Detail later because the Detail didn't expire. Only the Car Washes that were part of the package had expirations. However before I could use the Detail invoice# 92114 purchased 1/30/14 I scraped my right side wheel base on my garage. So I drove my car back 6/22/14 to ask if they could repair these scratches as well since I was told initially about fixing the scratch on the sideview mirror from Original Purchase of Detail Service. After inspecting the vehicle I was then told IT COULD BE DONE but would only be about 85% better because some scratches were deeper & I had to supply the paint. The process of "Wet Sanding" was explained and how they smooth out the scratches. But I needed to purchase another Detail Service at same cost to have them do this & again it was FOR TODAY @ $129.99. So I purchased the second invoice# [redacted] & was told to schedule an appointment which would be a overnight job as paint would need to dry & Detail takes 4hours by itself. I scheduled appointment & left my car on 7/6/14 so they would have it first thing on 7/7/14. When I dropped my car off I handed the young man my paint which he took along with my keys. Told me car would be stored in bay overnight. I called on 7/8/14 around 2pm & was told car was ready. I asked about scratch & attendant said "I am sure you will be happy". Upon arrival with my friend, my car was sitting outside next to a pick up/suv type truck. Yellow wax pencil writing was on the windows & covered with dust. Scratches were NOT TOUCHED. Entire car looked like NO DETAIL of any kind was done. Inside smelled clean but noticed DETAIL work was NOT Satisfactory. Also the driver of the other vehicle was also displeased with condition of his vehicle.I asked to speak with Supervisor & JP/JB was called who they said Managed the Detail Service area. As he approached from outside he began speaking with the other driver not realizing I was the one who had requested him. So I let him know I had concerned about my car & need to be addressed as well. JP/JB had a attitude about the complaints so by the time he was ready to address me it seemed he didn't want to be bothered. As I explained myself & what I had expected he interjected with we don't do any paint or body work here. I then tried to explain that this was not what I was told & WHY WOULD I BUY A SECOND DETAIL WHEN I NEVER USED THE FIRST or COME GET A CAR DETAILED WITH SCRATCHES. After going back & forth and me asking for a REFUND on the SECOND DETAIL invoice#[redacted] for $129.99 but was told NO refunds. I then asked for the Owners Name & contact Information & was told I could not have that information. After waiting around for the attendants to try and clean up my car since it had been finished on 7/7/14 but I was never called thinking I was picking it up 7/8/14 because of the paint, it had gotten dusty etc which didn't explain why Yellow Wax pencil was still on the windows. I finally approached another gentleman who said he managed the overall gas station & store inside. I asked him for the Owners name which he proceeded to walk into the office that JB/JP was in & close the door. After about 3-4 minutes I knocked & he told me to hold on. I was then shortly after given a business card with [redacted], Management & the phone number of [redacted] written on the back with NO NAME. I had been a customer of this establishment for a few years & to be treated with disrespect & lies has me furious. I realize my invoices do not state anything about the touch up paint but this was verbally told to me as if they do it on a normal basis. If they couldn't do it then they should of stated that & I would of just kept my first Detail, which was horrible but I would of NEVER of bought a second one. I have contacted the number which seems to be Corporate and was told several times someone will call me back but NO ONE has except the young lady [redacted] who returns all the calls on their behalf. This is a disgrace and borders on the side of criminal to lie about a Service to get more money out of their customers.Desired Settlement: I am asking for a refund of the SECOND DETAIL invoice # [redacted] which I purchased because I was told my scratches would be removed up to 85% if I purchased it - that amount is $129.99. I want no further dealings with this company so a Gift Card is not acceptable. I have tried on several occasions to rectify by calling but have been ignored. And I would NEVER take my car back for any kind of carwash or detail as the FIRST DETAIL was poorly executed.

Business

Response:

After discussing the facts of this customer's claims with several members of our staff, it appears that our Sales Staff did not clearly explain what we could or couldn't do regarding the scratches on [redacted] vehicle. I apologize for that. I also apologize that we did not have the vehicle ready for delivery when she arrived to pick it up. I further apologize that she was not contacted swiftly and given the help necessary to address her needs. I am authorizing a refund of $129.95 to her credit card. All she has to do is call our Corporate Office at [redacted] and refer to this response to Revdex.com. We appreciate her business and hope she will give us the opportunity to serve her again in the future.[redacted], Operations

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 contacted the business today as instructed in their response & awaiting a return phone call.

Regards,

Review: I purchased a "FastPass" car wash service from Super Star CarWash on 7/5/11, Super Star CarWash # [redacted] for my 2009 Nissan Murano for unlimited car washes at the [redacted], ** location every month for $26.95. Every month the $26.95 was taken automatically from my banking account. On Friday, February 28, 2014 I emailed to the above business my termination notice and received a confirmation number: [redacted]. However, in the month of Feb. 2014 I was charged $16.95 automatically twice from my bank account, and on the first of March 2014 for $26.95 (after I had received confirmation that my account with the car wash was terminated.) I spoke with a [redacted] and a [redacted] at their Home Office, explaining the charges. They required that I fax the bank statement and the Termination Form for consideration (which I did on March 11, 2014). On March 12th we were informed that we would receive a credit to our bank account within the next 2 to 3 days. On March 17th, we still did not have a credit on our account of $43.90, and received yet another charge from Super Star Car Wash for $26.95! I contacted [redacted] again and she informed me that I needed to fax another bank statement with the 2nd charge in March for $26.95, which I did and she said I would receive credit in 5 to 6 business days. Aftering faxing the third charge totaling $70.85, I contacted [redacted] and was told it would be 7 to 10 days before I would receive credit on my bank statement! I feel I have provided everything this Car Wash has requested and should be refunded $70.85 as soon as possible. Thank you for your consideration. [redacted]Desired Settlement: I would like my bank account credited the total of $70.85, an amount that Super Star Car Wash has automatically deducted after I cancelled my plan with the Car Wash and received confirmation of the termination.Thank you for your consideration. Sincerely, [redacted]