ComplaintsforTommy’s Express-Montclair

• Initial Complaint

  10/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business owner took no accountability on misinformation given by the employees that are hired nor did he show any remorse or empathy on the situation. I went to wash my car for the 1st time at the location in Montclair, Ca off of Ramona Ave and noticed a sign advertising a promotion if you download an app while waiting in line to speak to the attendant before entering to wash my car. I relied on the employee to give me the information. She stated I would have 30 days free as this was a promotion if I downloaded the app. Apparently that wasn’t the case. I was charged 18 dollars on my second time I was there but didn’t notice. And the 3rd time I was there I brought up the 30 day free promotional membership I had. The manager said to me that I had “Pay per wash” on the app and that it was my responsibility. I told him I was misinformed and wanted it resolved. Then another employee there charged me for a wash that he claimed he voided and let me pass claiming it was free.

  Business response

  11/04/2021

  Hello,

  This wash guest did take advantage of a promotion we offer all guest who come to the wash.

  You can download our app and choose from 2 options. Pay per wash- each time you come through the wash you are charged for that individual wash or Unlimited wash- you pay one monthly fee and can come each day of the month. The promotion allows you either an individual wash for free or one month for free.

  
  This particular guest chose pay per wash. ALL guests handle ALL details within the app on their phone. She downloaded and chose pay per wash her first visit. She received her free wash.

  On her next visit she came through again and received a wash on her pay per wash account. On her visit after that she complained to staff at the window that she was charged for her last wash. She was told she had chosen pay per wash and that unlimited would need to be chosen through her app if she wanted the second option. She was rude angry and argumentative demanding a refund with the staff.

   

  She still washed that day and was obviously charged again for that wash. The system picks up the license plate the guest puts into the app to charge the guest as they come through the wash.

  She then retuned for another wash days later and again was aggravated rude argumentative and would not listen when she was told that we have already told her she needed to make the change on the app. We do not make these changes for any guest. After some time accosting staff at the window she washed and was obviously charged.

   

  All incidence where a guest has a request, issue or problem are documented and forwarded to the manager. 

  I was told by numerous staff that she had been through a few times and each time she demanded refunds for her prior wash. And, each time she was told that she had chosen pay per wash on the app. She refused to communicate only yelled and made demands before going through the wash. 

   

  I did phone her and I was not able to explain anything to her, as she only yelled and spoke over me. I tried several times through the one sided conversation to explain the program as we provide this promotion to many thousands of guest each month with no issues. She was not responsive to conversation, and I could tell she heard nothing of what I was trying to explain to her. 

   

  She would not let me speak and continued to rant. The conversation turned when she started using expletive's. At that point I knew I would not be able to help her understand. I said as quickly and concisely as I could, over her rantings that she was in control of her choice on the app and she had received each wash she paid for and there was no refund available. And, I was ending this conversation as she turned to foul language and our conversation was over.

   

  She called back an additional 2 times to again  continue to scream and yell about her issue and demanded refunds and to speak to someone else. The only thing I could tell her over her non stop yelling at that point was, I was the only one she needed to speak to and I had explained everything in full already. 

  Again, we offer this promotion to thousands of guest who take advantage of it every month and become long time wash club members for its ease of use and value.

   

  I can provide statements in fact as there were 2 employees she had been rude and demanding to in the past about this situation, who were there listening to me on the call. 

   

  Best Regards,

  **** *******

  Tommy's Express Wash, Montclair CA.

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