ComplaintsforEager Beaver Car Wash

• Initial Complaint

  01/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  It was the worst experience ever. I spoke to two managers then when I finally got a hold of I guess the main manager she was supposed to call me back. She never called me back when I text her when I got off work she called me yelling and cussing saying its too late at night to be texting or phone and I better go to another car wash or go get a lawyer and *** her. I came there one day on break from work, I paid $28 for a vacuum and outside car wash. Ive never experienced this worst experience Ive ever ever been through it look like they didnt even use the vacuum at all. I asked the manager can I see the vacuum so I could show her if she just uses it one time its going to pick up all the dirt all on the floor and the side of the seat she said absolutely not absolutely not my car look like it was never even touched by the vacuum. I usually when I make it a big deal but I spent my whole time on break and my hard-working money on this horrible job.

  Business response

  01/29/2024

  The consumer requested the vehicle be vacuumed again because she had a dog and stated there was a lot of dog hair still left in the car. She also mentioned the space between the seat and the door not being vacuumed and there was sand by the gas pedal.
  

  After the customer complained, our manager vacuumed the vehicle two more times, all of the dog hair would not come up.  Our manager explained the space between the seats is not able to be vacuumed, that is a different service because the size of the space is too small to vacuum. It would be a more detailed service she needs. The dirt she is referring to is underneath her gas pedal.  We do not vacuum under the pedal for safety reasons. The customer was argumentative, screaming at our employees causing a scene.  Our manager attempted to have a conversation with the customer and explain the services, however the customer was very loud and demanding her money back. The customer had called the location after she had left and was again screaming at our manager and demanding the owners phone number. 

  The customer mentioned she called the police, is going to the BBB and is also going to civil court to *** us. She asked me to speak to our Regional Manager. I explained I would need to speak with her before I give her the number because it is her personal cell phone. The customer was texting multiple times after 10:00 p.m. 

  We can appreciate the customers time is valuable, however she received the service she paid for. Unfortunately, we will not be refunding this customer. 

   

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  -On 8.17.23, I took possession of a 2023 Porsche Macan, Plate Number: GTZY83.-On 9.23.23 at approximately 2:30 pm, I took the above Porsche Macan to the Eager Beaver Car wash located at ************************************************************* The car was only 5 weeks old, had barely any miles, and in pristine condition when it entered the car wash.-I left Eager Beaver after the car wash was complete and headed to ************** to pick up my daughter. As I was driving, I noticed what looked like a small crack and other chips in the cars windshield. Upon arriving in **************, I exited the vehicle and inspected it for damage. Not only was there damage to the windshield, there was a large scratch near the windshield on the drivers side and several gouges in the paint on the hood and front of the car. -I immediately called Eager Beaver and spoke to *** who asked me to return to the car wash. I headed straight there and arrived back at the car wash at about 4:00.-I showed *** the scratches, ***** and chips and she went to review the video of my car going in the wash. She said the video was not clear enough to see if the damage was on the car prior to the car entering the wash. She denied that Eager Beaver caused any damage. At that time, *** had stated the only way there could have been anything in the wash that would have damaged my car would have been if an open bed pickup truck had gone through prior. She took a report and referred me to ******************* in the corporate office.-I was able to reach ************** a few days later and told her I had filed an insurance report and I was just requesting that Wash Depot ********* **** reimburse me for the $500 co-pay I was required to pay by my insurance company for the repair of the damage.-On Oct. 5th, ************** called me back to tell me that Wash Depot ********* **** was going to deny my claim. However, she did confirm that the video at Eager Beaver did show an open bed pickup truck entering the wash shortly before my car was damaged.

  Business response

  10/10/2023

  We appreciate she has a new vehicle, however she was offered to view the video herself but refused. In front of her vehicle was an ***, in front of the *** was a closed bed truck, in front of the closed bed truck was an open bed truck. 

  There were no issues with any other vehicles. There was not an equipment failure. The windshield has rock chips possibly caused by road debris, but not caused by our equipment.

  The consumer requested her ****** insurance deductible be reimbursed. Her request was denied and was offered to see the video again, to which she refused. The consumer has notified our attorney to state she is seeking legal action. 

  Unfortunately her claim is denied and we are unable to address this issue any further. 

   
  

  Customer response

  10/10/2023

   
  Complaint: 20700697
  
  I am rejecting this response because:

  When I initially returned to the car wash immediately after I noticed the damage, I was told by the car wash manager, ***, that the video was inconclusive and too blurry for her to see the scratch on my car. She did not offer for me to see the video. Outside of the scratch, the remaining damage is either to the glass or are small chips of paint that were damaged in the paint finish and would not show up on video anyhow. I was told by ******************* to go back to the car wash to view the video. I declined because *** had already told me it was too blurry to see if there was damage. *** was also very rude and condescending to me when I was there and I had no interest in subjecting myself to her demeanor again.

  *** did tell me an open bed truck could cause damage like that. The car wash readily admits an open bed truck did go in shortly before my vehicle. Just because the 2 vehicles prior to mine did not notice any damage does not exclude my vehicle from having been damaged. And perhaps I was more inclined to notice damage since my car was BRAND NEW.

  Lastly, the response says that I may have had some rocks hit my windshield but fails to address the obvious scratch near the driver side door and chips of paint missing from my car.

  I have better things to do than to falsely accuse a car wash of damaging my car. I am trying to settle this before I take legal action. My car was in perfect shape before going into that wash. Upon reading reviews online, this is the modus operandi of this business. They damage a car and then refuse to accept responsibility while attempting to gaslight the customer by telling them the damage occurred elsewhere. If my car was 5 years old, maybe I would consider that. The car was 5 WEEKS old and barely driven at the point it went into the wash. All I am asking for is the $500 to cover my deductible.

  
  Sincerely,
  
  *****************************

  Business response

  10/10/2023

  As mentioned in our previous response, this has become a legal matter. The consumer has contacted our legal counsel.  

• Initial Complaint

  05/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to Eager Beaver Car Wash yesterday (05-26-2022,( located at 6449 South Tamiami Trail, Sarasota, Fl.34231, phone: 941-921-6665) for a car wash. After the car was washed, 3 attendants wiped it down. When I got into my car, and went to start it, I noticed the console radio glass was scratched!! There were several scratches on the glass. I immediately got out of my car and told them, that they scratched the glass! The attendant said no, they did not do it! I had this radio glass replaced about two years ago when they replaced the radio. it was relatively new. I asked to see the manager to look at the tape. You can see the men bent over wiping my car, but, you cannot see them insde of the car. They tried to buff out the scratches. I was told today by the dealership that the glass is plastic, and to buff it will make the scratch worse, which it did! While at the dealership, they said most certainly, Eager Beaver did scratch the glass when they wiped the glass, and for me to write a letter to corporate Eager Beaver. I did. The Corporate person said, judging from the tape, they are not at fault. I am very upset about this! They scratched the glass which is very expensive to fix. They must take out the whole radio panel to fix the radio glass. I brought the car in for a car wash, and walked out with the glass having several scratches, and they deny they did it. What can I do!

  Business response

  06/21/2022

  Business Response /* (1000, 5, 2022/06/03) */ During our car wash process there are things we will not do so we can avoid unfortunate situations like this. Vehicles today are equipped with multiple electronic devices that we will not touch due to their fragility. We as a company do not dust, vacuum, clean or spray chemicals on radios, navigation screens, television screens, or headliners, The customer mentioned in her complaint that we had buffed out the plastic. In speaking in length to the customer prior to her filing this complaint, she did not mention we attempted to buff out the display screen. After receiving this complaint, I confirmed with our manager that we did not attempt to buff her display screen, in fact the display not only had multiple scratches in different lengths and depths, but also had fingerprints on the screen. During the time of the customers visit she was clearly upset. Our manager had spoken to her, showed her the video. She was informed we are denying her claim. She called and spoke to me. This claim is denied based on the facts, we did not cause the multiple and deep scratches to her screen. In regard to the dealerships statement "most certainly Eager Beaver did scratch the glass when they wiped the glass" is irrelevant. The dealership was not and is not familiar with our business practices and was not there during the customers visit. This claim continues to be denied. We will not be replacing or repairing this vehicle. Consumer Response /* (3000, 7, 2022/06/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not go into Eager Beaver with a scratched radio screen! When I start the car, the start button is below the screen. I would have seen the scratches, which I did! I immediately got out of my car, and told them my radio screen was scratched, at which time they played a clip of them drying my car. I only could see their backs, not them drying my car! The manager said they didn't do it, but I did not come in the car wash with a scratched screen. I saw the scratched screen when I went to start my car . They know they did it, and they are not telling the truth! Also, when they were drying my car, they had watches on their wrist , which could have scratched the glass. Either the towels had pebbles on them. Or their watches scratched the glass. I don't lie. They scratched my glass. Business Response /* (4000, 9, 2022/06/09) */ We have responded to the customer in an acceptable timeframe, we have given the customer our decision multiple times. We gave this claim the attention it needed. Our management team has reviewed this claim for the final time. Unfortunately, our decision and position on this claim has not changed. We did not insinuate the customer is lying. We merely stated the fact that our staff does not touch the display screens in vehicles and we did not cause this damage. Consumer Response /* (4200, 11, 2022/06/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello Eager Beaver responded by saying they don't wipe down the screen? The screen was scratched by them regardless of what they are saying. They wiped down the screen, and that's how it was scratched. I apologize that we are going round and round. It is not fair that I must once again plead my case. I went to the dealership. They showed me , that by using a rag, and wiping the screen, this is what happens. And that if the rag was dirty , and had pebbles on it, this is what happens. Also, if the attendant is wearing a watch , the screen can be scratched. Business Response /* (4000, 13, 2022/06/14) */ I am sorry the customer is still unhappy. We do not wipe any screens. We did not cause this damage.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩