ComplaintsforWhitewater Express Car Wash

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Severe damage to brand new truck with less then 2000 miles was done after going through the car wash. Manager told me to F off that it was my fault for bringing a dirty truck through their carwash. Was told that their carwash doesn’t damage vehicles (know of 10-15 ppl with same issue) and the dealer I bought it from prolly did a poor job buffing previous damage out. This is a brand new truck from the factory. The employees and owner think it is a joke. Estimate was given to repair damage but was refused. I ended up spending over 14 hrs buffing out damage but still permanent damage is left behind.

  Business response

  05/06/2024

  from: Shannon Elicker <[email protected]>
  to: Clay Andersen <[email protected]>
  cc: [email protected],
  Isaac Martinez <[email protected]>
  date: May 6, 2024, 10:49 AM
  subject: Re: FW: BBB Complaint ID 21491532
  
  Hi Clay, Here is my response:
  
  This is a false claim. This type of damage could not have been done with our soft foam brushes that are utilized in our carwash.  
  
  
  When Mr. Guffey entered our office to make his intial claim, the manager on duty did offer him a buff and wax as a courtesy even though our brushes could never have caused this damage.  Mr. Guffey denied this offer. He said he wanted to take his truck to Alpine Collision ("THAT'S WHERE IT IS GONNA GO").  Mr. Guffey called and spoke to one of our managers on the phone, cursing him out, FUCK YOU (and MANY more cursing words / screaming).
  
  When I spoke to Mr. Guffey and explained that our brushes could not do this damage and he agreed. I also noted our video footage shows that there was a black Porsche in front of him and a black large SUV Range Rover behind him. Both, VERY high end, expensive vehicles. Had we been scratching vehicles, both of these customers would have notified us! Just like our manager on duty, I also offered him a free wax just as a kind goodwill gesture. 
  
  Please note: During our conversation, Mr. Guffey did mention he waxes his truck weekly. I am not sure if Mr. Guffey has had any formal training on waxing, but I do know, if the proper tools & products are not used, damage can occur. Shortly after our phone conversation, I was shocked to find out that Mr. Guffey was noted on Social Media - a local town Facebook page to bash our company and employees which is also very inappropriate. The page admin did take his post down due to many inappropriate things he said I am assuming. Mr. Guffey was noted on social media selling buffing machine on the Facebook marketplace shortly after his posting.. which is interesting. 
  
  
  We have been in business almost 10 years (10 years this December) and have a huge following of VERY happy customers. As the owner, I am so proud to say I own and work at the car wash. Our managers are long time employees who are very dedicated, hardworking and are also very proud to work at such a fine establishment. We do not damage cars like this, if we did, we would not be in business, nor would we be gaining more and more repeat washes for every client each year. 

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 6, 2024 at approximately 3:05pm I went through White Water Express Car Wash located at 180 Cooley Mesa Rd, Gypsum, CO 81637 where the exit gate was closed and my vehicle was pushed through the closed exit gate by automatic belt that pushes cars through carwash. As a result all of the front of my vehicle was damaged by the exit gate that was closed due to negligence of White Water Express Car wash employees. The total settlement amount is $17,601.47 for body shop repair services per estimate from Gerber Collision & Glass

  Business response

  04/10/2024

  from: [email protected]
  to: [email protected]
  cc: Isaac Martinez <[email protected]>,
  Shannon Elicker <[email protected]>
  date: Apr 9, 2024, 4:18 PM
  subject: FW: BBB Complaint ID 21428904
  
  Clay:
  I am emailing in response to your notice regarding the complaint filed by Yelizaveta Burkina, in reference to White Water Express Car Wash. 
  It appears the email you have on file is for one of our floor employees, which is incorrect for this claim and communication.  I have been in email and phone contact with Ms. Burkina, so I am not sure why she did not provide my email address.  Please send all future emails to [email protected].
   
  Ms. Burkina’s claim is somewhat correct in the fact that there was an equipment failure in the tunnel of the carwash.  The pulley system failed to stop, and her car wash pushed thru the exit garage door.  I want to be very clear; this was NOT a result of “negligence of White Water Express Car wash employees” as Ms. Burkina has made in her claim.  This was the result of an unfortunate equipment failure.
  
  We have filed a claim with our insurance company and the estimate for the damage to Ms. Burkina’s car has been submitted for payment.  The insurance company is further investigating the claim due to the high cost of the estimate and has requested additional information such as the security video and detailed pictures to review.  They are currently reviewing the additional information we have submitted. 
  
  Please let me know if I can provide any further assistance or information.  We are working diligently to resolve this situation. 
  --
  Thank you,
  Kim Clinco, Bookkeeper, HR
  White Water Express Car Wash
  www.whitewaterexpresscarwash.com
  [email protected]
  cell 970-376-3093
  fax 866-322-1186

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