ComplaintsforSoapy Joe's Car Wash

• Initial Complaint

  07/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Soapy Joes car wash has several locations, but I only went to two recently at the sweet water and plaza this month. After, my car was wash i noticed scratches of swipes on my car and informed the manager right away. Unfortunately, the manager did not come out at first and only sent a worker. So, I filled out an incident report and still requested for the manager. If, there is a vehicle that has been damages that should prompt for an manager to come out and speak with the customer including checking the machinery to prevent other incidents. So, after I requested then a manager came out and didnt apologize but reiterated to fill out the paperwork and someone will contact you shortly.

  Business response

  01/27/2023

  Hello *******,
  Thank you for reaching out and providing your feedback. We strive to provide outstanding customer
  service and are always looking for ways to improve.
  Rest assured that whenever an incident report is submitted by a customer, an internal investigation is
  done to determine what happened and why. Our team reviews the video footage of the incident,
  pictures of the damage, etc. I see you were able to fill an incident report on 6/30/22 and our team
  initiated the incident review process.
  As for the site manager being unavailable, at times, our site managers may be tied up in a meeting or
  with another customer. Nonetheless, our shift supervisors are fully trained and can provide assistance
  and help to our customers in situations like these.
  Again, thank you for bringing this to our attention. Feel free to contact ***************************************** or
  call ************** with any additional comments, questions, or concerns.
  Best,
  Soapy Joes Customer Experience Team.

  Customer response

  01/27/2023

  There was no resolution of the incident. However, since then I have canceled my membership due to failure of showing me proof of the video. In addition that, other customers complained and the company does nothing. Therefore, regional manager should review complaints due to damages of vehicles and membership cancellation. I purchased that vehicle with no ****s or prior damages and it is evident that my car has swirl **** and swipes from their machine.

   

  The company need to be held accompany for the machinery that cause damage to my vehicle.

   

   

  Business response

  06/23/2023

  Hi *******,
  
  Thank you for sharing your concerns regarding the incident at our location. We understand the
  frustration caused by the lack of resolution, and we apologize for any inconvenience you may have
  experienced.
  
  We want to assure you that we take incidents seriously, and our team conducted a thorough internal
  investigation, including reviewing video footage and images of the damage. However, we understand
  that you are still unsatisfied with the outcome.
  
  In such cases, we recommend involving your insurance company to review the incident independently.
  Their objective opinion can provide an additional perspective on the footage and assist in determining
  liability. If your insurance company disagrees with our assessment, it can only benefit you, as they would
  pursue the claim costs and deductible costs from us through subrogation.
  
  We apologize for any misunderstanding or inconvenience caused. Please feel free to reach out to
  ***************************************** or call ************** if you have any further comments, questions, or
  concerns. We are here to assist you.

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