Complaintsfor14/69 Car Wash Supercenter

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Mar 1st:called to make an appointment for Line-X, spoke to ****. Me: Are you usually able to remove the bed bolts in a 2016 F-150?****: Just depends, usually difficult but maybe beforehand you can get a mechanic ***** to loosen them up for you. But if we cant get them out, we just mask them off.Mar 6th: I spent a few hours hard labor making sure that I loosened the bed bolts Mar 7th:8:04am arrive but nobody is at the Line-X desk, ask to talk to **** or whoever is spraying. Nobody is available so receptionist takes notes regarding Bed Bolts. I leave my key.8:25am call Line-X again to talk to someone about the bolts but nobody is available.1:05pm I arrive to pick up truck and they have sprayed over the bed bolts despite my wishes. **** is in a meeting so I wait 30 mins.1:35pm ****: I didnt tell you that we mask it off, I meant that we mask off the tie downs in the back, etc (this is a lie and they dont mask those off, they remove them and spray underneath)Me: But I specifically loosened the bolts, made sure you knew, and expected them to mask off the bolts. ****: You misunderstood, we always spray over the bolts, there is no way to mask the bolts...I was quite angry but I didnt want to make a giant scene so I paid. No attempt to apologize and they tried to put the blame on me while lying about what he had said would be masked off. Every one the pics on LineX.com have the exposed bare metal bed bolts. This is what I wanted; this is what I asked for. I drag aluminum ladders in/out of the bed every day and I dont want to scrape the bedliner off of the bed screws and I just think it makes the bed look cheap and amateur. I specifically called ahead to make sure that the bed bolts would not be sprayed over. I paid $595 (Inv# *******) for the exact thing I was trying to avoid and there was zero attempt to apologize or fix the mistake. Their mistake cannot be fixed or repaired and my previous email to them thru BBB has been ignored.

  

  Business response

  03/15/2023

  ****** Automotive apologizes to ****************** for any misunderstanding that has occurred, or any disrespect he believes was shown to him.  We value his business and take full responsibility for the manner in which he was communicated to while at our dealership.
  
  As to his complaint, ****** Automotive applies Line-X spray in bedliners on new and used trucks.  There are roughly ***** bolts in each bed that a technician can remove easily. Those bolts attach brackets, lights, tie downs,etc. to the bed.  They are removed to do the job properly.  Bed bolts, such as the ones mentioned by ****************** are not typically removed.  They are specifically not removed on vehicles that are 2 years or older because the bolts are almost always rusted to the frame of the truck.  Removing the bed bolts from a truck such as this would likely result in damage to the bed as a result of the seized bed bolts.  There is a huge risk of stripping the bolt, breaking the bolt or damaging the trucks frame.  For these reasons, bed bolts are not removed. 
  
  ***************************, Accessories Manager, explained to ****************** that the technician would remove any bolts they could before starting our process, but if they are seized to the bed and frame,  they would not be removed.  ****************** likely misunderstood ********************* or ********************** wasnt as clear in his message as he should have been.  The customer was able to get two of the bed bolts loose, but that was it. The remaining bed bolts were not loose, and therefore not removed to avoid damaging the truck, in accordance with standard procedure.
  
  As to ******************** concerns about the longevity of the spray in liner, the technician does add more liner around the bed bolts to ensure the customer will not have an issue with them scraping down the material. Again, it is standard practice to spray the bed bolts for the warranty and full completion of the job.  ****** Automotive has never had a customer or dealer have an issue with bed bolts being sprayed. In fact, every spray in liner that comes from the factory on a new truck has the bed bolts sprayed.  ******************** liner, including the bed bolts are covered under the warranty and will be resprayed if the material scrapes away, as he fears. Such scraping is however, unlikely. 

  Customer response

  03/15/2023

   I am rejecting this response because 1) I was told that if unable to remove that they would mask the bolts off. 2) I was able to loosen all but 2 bolts myself, so why did Line-X spray over the loosened bolts if they claim that they typically remove the bolts before spraying if the vehicle is newer? Why didn't they do what **** claimed they would and mask off the 2 bolts that I was unable to loosen. 3) if anybody at Line-X would have been available on the day of service I could have confirmed beforehand (again) what would be sprayed or masked but nobody was around to help. 4) Sorry but **** lied many times from the beginning to the end about what is done and your own website has many examples of what I wanted my truck to look like and I repeatedly tried to ensure that would happen but only got excuses. But if Line-X prefers bad reviews and  charge back fees instead of offering a partial refund then so be it. I tried to resolve this the right way.
  
  
  

  

  Business response

  03/20/2023

  ****** appreciates ********************** position but cannot refund the entire amount of his bed liner, which functions perfectly and as designed.  ****** Automotive will offer ****************** a one-time payment of $100 as an apology for the misunderstanding and for the inconvenience he has suffered in writing this complaint.  ****** also is in the process of amending its policy on spraying bed bolts on used vehicles and adding that policy to its written paperwork that will be signed by all customers.  The new policy will state that no bed bolts will be removed from used trucks in order to prevent this situation from arising in the future.  It is not ******** intent to mislead customers or fail to meet expectations.  Going forward all used trucks will have their bed bolts sprayed.  As mentioned earlier, these bolts are fully covered by the ****** manufacturer warranty.  

   

  Sincerely,

  *********************

  Customer response

  03/21/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. For the record, I never expected a full refund but there were only a few choices to make on the original BBB complaint form.

  Just **************** from the customer's viewpoint that might be considered by the business. If you, as a business, visibly upset a customer then you have probably made a mistake along the way either in communication or presentation. There are occasional jerk-customers out there but the majority just want to be pleased with the final job and feel like they were treated fairly. In this case, I the customer tried very hard to communicate my wishes to the business before, during, and after the service but there was nobody to listen or explain or address my concerns. Perhaps the managers should revisit the framework they have created and give better instruction and support to the workers who have the responsibility to interact with the customer.

  If a business makes this mistake it is always best to immediately  1) apologize 2) attempt some sort of peace offering. In my case the blame was immediately put on me that 'I didn't understand' and that 'it's never done that way' but interestingly even other employees who happened along while I was waiting to speak to **** had the same impressions about 'what was usually done' and nobody at the front desks had any clue about what was to be done or why the notes i had asked them to give to the spray-guy were ignored. Had there been any framework of support or communication in the beginning this would not have happened and I would not have had the service performed by the business!

  But needing the BBB, or getting bad reviews, or chargebacks are usually only the result of a poor management structure. I do appreciate and accept the small olive branch of the $100 discount but it should never be this difficult and could just as easily been handled at the desk with an apology and communication with the customer to see if there was any way to make the customer feel like they were treated fairly. The way it was left, my only recourse was to either leave bad reviews or complain to my credit card. At least I won't have to do that and the business can avoid a bad review from me.

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