ComplaintsforSurf Thru Express Car Wash

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been washing my car with this company since I purchased my car in May 2018. As of approximately a month ago I noticed the paint on my mirrors was chipping and the Left side being the worst. As soon as I noticed I went to the nearest location off Cameron to report it. The supervisor took pictures and informed me that he would need to forward it to his manager, district manager, and the owner and contact me in up to two days. After three weeks of no response I contacted the location off Cameron and they had no response yet. After almost a month I finally get a call from the supervisor who tells me they were not going to cover the damage as it appeared it had oxidation and was apparent sun damage and if it was a result of the car wash it would be everywhere. When asked to terminate my membership the supervisor said I would have to go to a location and sign a paper. When I asked for a refund for the current month as I had not used it due to the damage and the delay response he stated that was not possible and would need to reach out to the district manager and owner. What I am seeking is a full refund for my membership for the last month as well as the repair to my mirrors as I am sure it is damage of the products my car is washed with and the actual water machine and brushes used during the wash. My car does not have "oxidation" or sun damage on any part of the car which is more directly exposed to the sun. At my home we also have another car which is a month older than mine and is parked outside like mine however it does not have damage of any sort as it is not taken to this carwash. I am sure the damage of my car is a result of the equipment at the car wash. In the past the pressure of the water and dryer caused it to pull off my back windshield wiper. Also on multiple occasions during the wash because of the pressure my mirrors have been forced closed and my Left mirror is also loose.

  Business response

  04/04/2023

  This letter is in response to the complaint filed by ********* ********* on 3/24/2023 concerning her 2018 Honda Civic mirrors. Surf Thru appreciates the opportunity to explain the facts of her claim.

   

  In an effort to provide excellent customer service, and before receiving this complaint, Surf Thru had previously provided Ms. ********* a full month refund per her request. This was done as a courtesy despite no legal obligation to do so, however, reimbursement for the alleged damages has been denied.

   

  The reported damage to Ms. *********** mirrors was investigated and the evidence shows that there was no equipment malfunction nor employee negligence that caused the damage. It is most likely the result of a poor paint job and deterioration of the clear coat on the mirrors. The photos taken of the mirrors show “cracking” or “spider webbing” which often occurs when paint is exposed to the suns damaging rays. Over time these protective coatings can degrade and weaken the paint, especially if not painted correctly which is likely to be the case here.

   

  Surf Thru has washed millions of vehicles over the years without reports of damage to paint on mirrors by fault of the car wash equipment or soaps. If there was something at the car wash that was causing damage to paint, it would have occurred on thousands of vehicles and on the entire paint surface of Ms. *********** vehicle rather than just the mirror areas.

   

  In consideration of all the evidence and facts as explained above, Surf Thru respectfully denied Ms. *********** claim.

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