ComplaintsforRainstorm Car Wash & Lube

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I pay $40 for a monthly car wash pass. I contacted customer support through their online portal on 12/4/23 requesting that as of January 4th **** to cease any and all deductions from my bank account. My membership was paid for the period of 12/04/23 - 01/04/24. On 12/5/23 when I arrived at the location the my pass was not scanning at the entry gate for me to get a car wash. Employee came and looked said my pass was cancelled. I inquired how that could be as the money was taken from my bank acct on 12/4/23, and I was paid up till 1/4/24. The employee said the Manager Ativ was on vacation and no one could assist me and I should contact online support. I contacted online support 4 times, never received a reply back. I went to the car wash 4 or 5 additional times during those attempts, the gate would not open any of those times. Employees could not help, and I was told the manager would be back from vacation on Thurs after the holidays, I took a half day of work to go to the location, to find out he wouldn't be in till Friday. I took another half day of work on Friday, finally talked to Ativ, who told me I used the service, I explained how the gate wont open. He took my info said he was going to talk to his manager to get me a refund, walked me to the gate, where I showed him it does not open for me. He agreed their was an issue and gave me a free wash to make up for the issues. Its been 3 weeks I've never heard back from Ativ. I just want my $40 back and to never do business with this place again.

  Business response

  01/12/2024

  The customer has contacted our support email regarding an issue with his pass not working today 1/12/24 after posting a ****** review of his experience.

  We are working with the local store to determine why he was unable to go through the wash tunnel for the month of December. A screenshot of this correspondence is attached.

  Customer response

  01/16/2024

   
  Complaint: 21135815
  
  I am rejecting this response because:

  Manager Ativ called me Friday 1/12, I returned his call Monday 1/15. When I spoke to Ativ on 1/15 he was combative, and confrontational. He offered me a free 1 month pass, I declined this offer, I mentioned previous to 1/15 I sent 7 emails, went to the location 5 times @ the gate , and even made 2 special trips to see him. It's been almost 45 days, at this point I just want a refund and to move on from Rainstorm car wash permanently. He wanted to debate the number of times I emailed the portal, and when the emails were sent, and the uniqueness of the emails. Mind you Ativ previously told me my emails go to corporate, so clearly he saw all my emails going back to 12/5 based on what he said. He then stated to me I should have talked to an employee when I visited, which I did and they all referred me to him, who was on vacation. When I told him this was a training issue on his part, he began to fight about the number of times he's called me, and even stated "well I just didn't call you from my cell phone" which again was one call Friday 1/12, and one call Monday 1/15. When I threatened to file fraud, and legal action Ativ wanted to debate if I have a Lawyer in my family and that he wouldn't take the case. Why would I spend another month with this company? if this is Ativ version of a save tactic, Ativ needs a lot more sales training on customer retention, being combative and confrontation is not going to convince me to come back. My business at Rainstorm has outlasted 3 managers, and it probably would have outlast Ativ's role as well. I get why there is a high turn over rate now. Ativ has no idea the issues I've faced at this wash for several years now. This is not some side hustle I have to try and get $40 from rainstorm. Its about principal at this point.  I would like Ativ's general manager to contact me, then I want my $40 refunded, and rainstorm and I can go on living our lives separately. 

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

  Business response

  01/16/2024

  Thank you for your response.

  We have moved this request and the response from Rainstorm back to this customer's support ticket in our system.

   This way, the appropriate individuals can be included on the complaint and reach out to the customer directly.

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello. On May 1st 2023 I went to rainstorm *************** to get an oil change and the manager came to me once the oil change was completed and told me they were able to do the oil but couldn't get my filter off because it was too tight. He then proceeded to tell me three people tried to twist it and he didn't want to do it any longer risking of the adapter housing being cracked and to take it back to whomever put it on, which I did ( ************ of *********. *******) I took it there and they didn't want to touch it because they seen a leak. Now no one wants to take responsibility for the damage to my oil filter. ***** is trying to charge me close to $1000 for something I had no doing of. Help please!

  Business response

  05/05/2023

  Our manager did the right thing by telling the customer that their oil filter was too tight to remove. The place that did their last oil change overtightened it.

  
  Our manager gave good advice to go back to the original place and said the customer could come back to check the oil level (which they did the next day).

  
  Our manager checked the customer's oil level and looked for leaks and everything seemed OK. Unfortunately, we can do nothing with the filter because it is the responsibility of the previous place.

*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. ↩