ComplaintsforVoda Express Car Wash

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my truck to the car wash on June 20, 2024. My truck is a brand new vehicle with 6k miles and was in pristine condition. During the wash, one of their brushes wrapped around my mirror and broke it. The owners called and stated that they are not liable because of a sign that apparently is posted at the entrance. Never have I had enough time to read sign because they instantly push you into the car wash. I am finding it hard to believe that this small sign releases all liability every time this car wash has damaged vehicles, which I am finding is frequent based on posted reviews. Ill reviews have responses similar to mine where there is zero accountability from the owner when damages occur. Owner states that there are 32 high definition cameras. I stated that the owner should be able to see that the cameras show no damage prior to entering into the Car wash. A claim will be filed with my car insurance and hopefully video subpoenaed to show proof that this occurred. There are still strings stuck in the mirror.

  Business response

  06/28/2024

   

  BBB,

  Attached are pictures of our disclaimer signs that are clearly posted on both sides of our entrance and are over 6 feet tall so that the consumer can clearly see items that are not covered by our business as these items are commonly compromised and are considered wear items on vehicles. Also please note that we have stop sign indicators at the entrance that you can clearly see on the pictures so that the customer stops and has clear view of the signs prior to entering the wash and being that this customer states that they have been a long-time customer there would be no way they could not have seen the signs. We explained to both ****** and to her Husband who is actually the one that came thru with the vehicle in question. We stated to her that although the wash is extremely safe it is automated equipment that is not variable. It does the same process for every vehicle. We have run close to half a million cars with *****% issues. Reason being that the wash does not damage vehicles unless they are compromised in some way or form prior to coming to the wash. Also, we do have 32 high-definition cameras to help us assess the situation. In this case we ran hundreds of cars before and after this vehicle and had zero issues. We also noticed on the cameras that the owner did not fold in his mirrors which is on our sign and also the recommendation of the vehicle manufacturer. We are sorry that the issue happened, and we know that the customer is very upset, and we are also upset as we did not do anything wrong either but yet we are being defamed by acts of slander and libel on social media from all sides and expected to pay for something we did not compromise. At **** we take claims very seriously and have done extensive review and have discussed with our insurance company and attorneys who are in agreement with the determination. 

  Customer response

  06/28/2024

   
  Complaint: 21903198
  
  I am rejecting this response because:
  Based on what occurred on 6/20/2024 and the numerous complains of similar issues from others. It seems to be a sign of neglect on the owners to rectify this issue if this has happened in the past and still continues to happen. Stating that the attached photo was damage done prior to entering the wash is absurd. The blue threads in the photo are where the brush was stuck prior to breaking the mirror bracket. BBB needs to request footage of said damage that the owners insist was present prior to admission into the car wash that day. This is a serious concern for all customers that are using this facility that the owners put a sign in front of the wash and this small wording releases them from ALL liability of any damage that occurs at Voda Express Car Wash. So what the owners are saying is that they are NEVER responsible for any damage done during car washes. Better Business Bureau needs to protect consumers from unfair and fraudulent business practices such as this. The *** and other organizations will be notified as well of these practices for investigation so that others do not fall victim to this scam.
  Sincerely,
  
  ***********************

  Business response

  07/01/2024

  BBB,

  Our response stands firm with full disclosure as after washing close to a half million cars with *****% issues and the fact that our wash is not variable. Meaning it performs in the same manner for every vehicle. Based on that the conclusion of our Engineering Team, Legal Team and ***************** our conclusion stands as originally stated. The reason that the threads from the wash were on the car is again reason to state there was essentially an underlying condition. No further action will be provided at this time unless this matter continues to escalate as slander and libel behavior are not tolerated in our legal system. Also please note that we reached out to ****** Corporate, and it is advised that the consumer folds in mirrors when using and automated wash and also, they can contact them to see if possibly there may be a recall on the driver side mirror. They simply need to contact corporate ****** and provide the *** to determine if their vehicle is part of the recall. We are sorry that the consumer disagrees with this determination, but it is not the fault of the wash. 

  Customer response

  07/05/2024

   
  Complaint: 21903198
  
  I am rejecting this response because:

  This is not resolved. As the consumer, I am requesting that BBB review objectively. As a customer, I ask that ******************** take note of passive threats by the business unto myself. Threatening customers with accusations of slander are also not tolerated when facts provided by the business are not accurate. As stated before, in order for proper resolution, the business, Voda Express Wash should provide BBB with video footage from one of their 32 high definition cameras showing that damage was present prior to admission into the car wash. Voda can easily substantiate their claims with video footage from the date of occurrence. If not, as the consumer, I request that this be reflected in the businesss BBB rating for other consumers to see in the event the business attempts to continue to neglect that the car wash was at fault for damage and has been at fault previously. Again BBB can easily investigate online and see that numerous other customers have had damage done to their vehicles. I also have located other customers that are willing to provide evidence including video evidence while at the wash when damage has occurred that I can provide BBB. 
  
  Sincerely,
  
  ***********************

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