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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Vehicle damage by service techs
Business response
06/25/2024
****, Im sorry but this statement you wrote is NOT THE ****** We showed you the entire video. The video shows your vehicle with the dent on it before you even entered the car wash. We can actually post the video on line if you would like to see it again. We can also post the video of you going to the office to watch the video. After you saw the video, you even said to the manager maybe it was a vacuum hose or something. Again, it was shown on your vehicle before the entire process. Maam, we dont do business that way.Customer response
06/25/2024
Complaint: 21888790
I am rejecting this response because:
Sincerely,
*********************Initial Complaint
11/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Bears car wash policy is that they do not wipe your navigation screen. They are supposed to hand you a clean cloth to wipe it with yourself. When my car was done being wiped down, they flagged me down and I asked *********************** for a cloth to wipe the screen off with. Instead of giving me one to do it myself, he wiped the screen down with the cloth he had just been wiping the car down with. This left several scratches on the navigation screen, 3 of which are very deep and noticeable. I have several pictures of the navigation screen over this past year and there was no damage on it prior. I came back to the car wash less than an hour after leaving and had to wait for the manager ***** to return. Upon arrival we spoke, he acknowledged that he was the one who did it and I showed him the damages. I video recorded him admitting to wiping down the screen and he facilitated my viewing and video recording of their security camera footage confirming the same. He refuses to do anything about the damages and told me I need to file a report with the police. The police said they will not take a report on this because it is a civil matter. He refused to give me any corporate contact information, only providing his personal business card. Two images show the scratches that were made today, 11/7/22 and the last one shows the screen previously, scratch free.Business response
11/08/2022
***************** had her vehicle washed and upon leaving "asked" ***** to wipe off her screen. He used a microfiber damp cloth to do so. ***************** left, then returned within a short
period of time. She asked to see the manager and was greeted by *****. She began to tell her about her visit, stating that she asked an employee for a towel for her navigation
screen and the employee just wiped it off. ***** said, ma'am that was me, you were just here, and you asked me if I could wipe off your navigation screen for you, I said sure I
can get that for you. Since that moment (less than 10 hours ago at this point) we have already exchanged emails so that we can address her concerns in person.
***** has been an outstanding representation of this company. He has worked hard for our customers for over 14 years. He is a certified professional Detailer and has extensive
experience cleaning vehicles and caring for our customers. We are always happy to address any concerns our customers may have.
Customer response
11/08/2022
Complaint: 18372234
I am rejecting this response because:
I did not ask their employee to wipe off the screen. I know their policy and I asked for a cloth to wipe down the screen, he looked at me confused and I reiterated. He should have handed me a cloth and stated their policy is not to touch the screens and there would have been no issue. He instead, turned around and rubbed the screen down with the dirty towel he was using. I drove away, got gas and returned after seeing the damage, less than an hour. Their manager ***** was not on the premises and I waited for his return. He acknowledged that he wiped down the screen and stated that it was because I asked him to, which is entirely untrue and against their policy. He refused to give ************ contact information and I had to obtain the email for their boss through another employee. ******* has responded to my email but she is unavailable until the 17th, when I will then be heading out of town. At which point she wants me to come back across town to Bears, 30 minutes away from me to assess the damage that the manager documented already. I sent pictures prior to the damage and after, ***** took pictures of the damage as well. Im expected to wait 2-3 weeks for ******* to look at the damage and then let me know how they would like to proceed. I would like insurance information to start a claim if they are unwilling to cover the damages on their own and facilitate this in a timely fashion.Sincerely,
*****************************Business response
11/10/2022
***************** did ask ***** to wipe her screen.
We did arrange a meeting with ***************** to look at her screen when she returns from her trip. We also told her we would go to her home or place of
employment so that she would not have to drive anywhere or take time out of her day. I am a bit confused where ***************** states that she is being
asked to come back to the car wash for the assessment. We have already made these arrangements and she has given us her address to do so.
Customer response
11/11/2022
Complaint: 18372234
I am rejecting this response because:After I filed this complaint ******* setup a meeting with me for her to look at the screen. Because she is unavailable until November 17th and unwilling to facilitate a meeting with anyone else sooner I have to go out of town early on the 17th and it would be much more convenient to get this process started prior to that. I have been informed that scratches on a touch screen cannot be repaired and the entire screen would need to be replaced. ***** claimed their headsets record, if that is the case it would prove that I asked for a cloth to wipe down the screen. Im not going to continue a he said/she said argument because ***** clearly went against the company policy and it sadly resulted in damages. Had I been given a cloth like I asked, we would not be in this situation. I have video of everything and pictures of the screen prior to any damages and after. At this point if Bears is unwilling to pay for the damages out of pocket then we need to start an insurance claim and I need their insurance information. They have pictures from both ***** and I showing the damage. There is no reason to be dragging this out until November 30th for ******* just to look at the screen.
Sincerely,
*****************************Business response
11/16/2022
*****************,
There is a process to follow. We have set up a time to meet you once you are back in town. We do need more pictures of the area. I think this is a reasonable request.
Customer response
11/23/2022
Complaint: 18372234
I am rejecting this response because:
I am more than happy to provide as many pictures as you guys would like. In addition to the ones that I sent you already and that ***** took himself the day of the incident. I will be meeting with ******* on November 30th since she was unavailable until the 17th when I had to leave town for family and the holidays. At which point we need to move forward with repairs/replacement as Ive been informed you cannot buff out scratches on a touch screen. Had company policy not been violated then this incident would not have taken place and I would not have incurred this loss. I would appreciate ******* bringing any insurance information along with her to our meeting so that we can get this process started as its already been several weeks since this incident occurred and nothing has been initiated. I have held back on leaving poor reviews or further escalating the situation in hopes that we can amicably resolve this.
Sincerely,
*****************************Business response
12/14/2022
We are handling this matter directly with the customer.Customer response
01/05/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.