ComplaintsforWater Works Auto Wash #2

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Buisness destroyed my property while washing my car. Estimated retail value for such property is $125. They offered me $25 in response and refused to replace the property they destroyed. I declined.

  Business response

  02/09/2023

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

   

  Waterworks Autowash

  2270 Scottsville Road

  Bowling Green, KY 42104

  Better Business Bureau, Inc

  13104 Eastpoint Park Blvd.

  Louisville, KY 40223

  To Whom It May Concern,

  In regards to claim from ***** *******

  Complaint ID: ********

            The complaint filed against our business and its customer service is not accurate. The owner of Waterworks Auto Wash dealt directly with the customer.

  The “property” that the customer refers to is a driver side floor mat for a car. He claims we destroyed the mat. It was 13 years old and already worn out. The customer and the owner of Waterworks Auto Wash discussed its condition along with the passenger side mat that was in similar frayed condition prior to his visit to the car wash. Both were very worn from use and age.

  We offered a brand new set of floor mats (2 fronts and 2 back) in compensation for just the ONE that he claimed we damaged.

  However, the customer suggested we give him a 30 day Unlimited Wash Pass, which we agreed to.

  We went and above and beyond to satisfy a customer that had “property” with preexisting wear and tear. This customer received compensation of a FREE 30-day Unlimited Wash Pass because he declined a brand new set of floor mats.

  We noticed on complaint information filed that the customer's desired outcome settlement was “repair”.

  We can not a “repair” a 13 year old floor mat that is why we offered a brand new set of 4 floor mats so the entire set would match.

  Customer response

  02/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The Matt in question is a limited-manufactured NISMO item, which means it cannot be replaced by below-market average car Matt’s kept in the lobby. The Matt should have been replaced at owner expense, as it was NOT damaged previous to the machine. The Matt’s have only been used for 30k miles. I reluctantly accepted the 30-day mid-teir car wash (which I never used in fear of another damaged item), once again, due to the fact that the Matt is limited-edition and spec’d to the trim of the car. If the owner had been more professional, this could have been avoided. 
  
  Regards,
  ***** *******

  Business response

  02/16/2023

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

   

  Good Evening, 

   

  In response to our recently received follow up letter regarding claim ID# *********  *

  *** ******* was the first to initially suggest trade / reimbursement for said mat with a free monthly pass. That was his idea, not ours, so we are not sure why he was no longer satisfied with this resolution. Also, we've researched this mat on Ebay and have found that this particular mat can be purchased for a mere $25. 

  We are confused by *** ********* change of mind, as we felt both parties were satisfied upon him leaving the wash that day. 

   

  Both mats were heavily worn and had threads hanging from them. In no way, was this mat worth $125. We are not interested in replacing this mat at some outrageous made up price. 

   

  Thank you,

   

   

   

   

  ****** *****
  Waterworks Auto Wash 
  2270 Scottsville Road
  Bowling Green, KY 42104
  *************

   

*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. ↩