ComplaintsforSuperClean Xpress Carwash

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have Super clean car wash in the past and even signed into their recurring program because it was very attractive and convenient. Recently I had an issue where I had driven my car into the conveyor belt and the front my bumper got damaged. its been almost 2 months that Ive been trying to get hold of someone and dead silence. I went many times to the same location trying to speak with a manager who would not even come out. I was asked to call a lady from the corporate office; who is not returning my calls or emails. Getting ready to expose them to the news and let everyone know how shady of a business this company is.

  Business response

  06/12/2023

  Hi *******,

  Thank you for your inquiry. I have made a couple of attempts to reach you by phone and text message but have not received a response from you. As discussed in my message previously, we were able to review the footage in the car wash. After extensive review, we found that the piece on your bumper was loose and/or damaged prior to entering our car wash tunnel. At the payment terminals and the entrance of the wash, there are a few signs that warn against entering our tunnels with any loose and/or damaged parts as they are considered "pre-existing damage". Unfortunately, we are unable to reimburse for exacerbated pre-existing damage. However, if you have any questions, please reach out to me at the following:

  Phone: **********************

  Cell Phone: **************

  Email: **********************

  As discussed in my message, we strive to be as transparent as possible. If you would like to file a claim with your insurance company, we will be happy to work with them so they can make a determination of liability. We will forward whatever may be needed in order to complete their investigation, whether that be video footage or documentation. Please let me know how I can be of assistance. Have a great day!

  Thank you,

  ***************************

  Customer response

  06/12/2023

   I take great care of my car and I know that there were no loose pieces before entering the premises. Even though they might've been some scratches dating years back on the bumper, that would not have caused the piece to fall out. I washed my car twice couple of days prior and nothing happened to it. The damage happened inside the conveyor belt. I am not going to file with my insurance and have my rate go up. In fact I called my insurance that same day, but was warned that my insurance will go up. Besides I was told by your agent on the premises that someone from the main office will reach out to my insurance company and myself, and i had provided both phone numbers on the incident report. It took a filling with the BBB which I didnt want to do to begin with for you to finally reach out. You have  stated that there was a video but are unable to provide it. I guess you have a job to do and so do I.  I will call my insurance company again and reiterate what you said on the message. I will gladly have them fix it if im not found liable and my rates wont go up.. This matter should be closed after those two things happen. The same day of the incident, I went to my dealer and got a quote for the missing piece. its a matter of $125. As you can see, this was never about the money but the fact that I havent heard from anyone. We can agree to disagree that youve tried and never got to me. I still find it bizarre that I have never received a missed call from the number youre calling from nor emails, but all of a sudden we are communicating via text and it seems to work. I wonder why a text message was not used after youve tried to reach out.
  

  Business response

  06/13/2023

  Hi *******,

  I believe this might have been sent prior to our conversation yesterday. The last text message I received from you yesterday at 3:01 PM states that you would reach out to your insurance company and file a claim. I responded to your text message at 7:41 AM this morning but have not received a message or phone call back.

  As discussed, we made three phone calls to the phone number you provided on your incident report. Two of those calls reached a full mailbox, leaving ** unable to leave a message. We also left one voicemail that did not result in a call back to **. However, I acknowledged that we did not reach out to you via text message in the initial outreach and apologized that we did not utilize that opportunity to have reached you. 

  With that being said, we have not received an update via text or phone call from you since you instructed that you would be reaching out to your insurance. We will standby for your update. As requested, please reach out to ** via text at ************ or via phone at ********************. 

  Thank you,

  ***************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩