ComplaintsforGlobal Companies LLC

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Sunday March 3 approx 3/4pm I purchased fuel and a car wash from Global ************ station, **************************************. Upon entering the car wash I could see the exit door was partially (3/4) closed and didnt look right. As I continued through the car was the exit door never opened. It dragged across the entire top surface of my vehicle causing damages to all top surfaces (hood, windshield, roof, sunroof, back glass, trunk lid). I attempted to stop but the car wash lifted my vehicle up. I pressed on the horn for an extended time but the attendant did not respond. Another vehicle (large pick up truck) was behind me continuing to move forward. The door would not open even when I was inches up to it. The companies loss prevention department is denying the damages stating that I drove through the door therefore they are not responsible. The door was closed and not functioning. The representative responded to my claim citing the number of car washes performed that week and day with no incidents reported. They say the video shows me accelerating through the door therefore it is not covered. At some point I had no choice but to move forward through a defective door or get hit from behind by the pick up truck (which also went through the door but left the scene and did not report anything)

  

  Business response

  04/24/2024

  In addressing this complaint, we want to advise that the matter was handled by our claims department, not our loss prevention department.  The claims department investigates these matters to determine what happened and to make determinations as to liability ad compensability.  Among the information they look at are the car wash tracker, which shows how many customers use the car wash each day, and video, showing what occurred in the car wash.
  
  That day there were 37 car washes with no other issues, that week there were 292 washes, with no other issues, that month there were ***** washes with no issues.  The issue that the customer mentions is the type that would repeat itself if it happened, however there were no other issues. 
  
  We have the customer on video, you can see that he is going on the conveyor at a different speed than the conveyor, meaning that he is in gear, and not in neutral as instructed.  When the vehicle comes out of the wash you can see the door open partly and then you see the customer force their way through the door.  He then continues to leave, there is no delay so that the customer can place his vehicle in gear.  The car wash does not have the power to push a vehicle through a door and does not go to the end of the tunnel as the customer implies. 
  
  The only repairs needed that week were to the door damage by the customer. 

   

  Thank you.

  ***********************, Claims Manager

  Customer response

  04/25/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The exit door was partially open (1/4 or less) upon entry of my vehicle.  The door never opened any more upon approach.  I literally help the brake inches away from the door waiting for it to open.   It never did.    
  the vehicle behind me (red pick up truck) drove through the door after me as the door was still down when I complained to the attendant.  He did not stop to file a complaint.  Therefore the data of no other accidents/damage is false.  Just because someone didnt complain does not mean that everything was working properly. 
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business response

  04/30/2024

  The Company has no change in our position based on the response from the customer.

• Initial Complaint

  02/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/13/2023 I used one of their automated car wash facility on our certified pre-owned vehicle we had just purchased a few weeks prior. This vehicle was professionally detailed prior to delivery and contained little to no paint/body defects at the time of delivery. The only owners risk sign visible at the time of entering stated if the vehicles bumper was less than 8" in height they would not be liable for damages. I asked the attendant who was there if he recommended this wash for my vehicle and he did. While in the wash it was noticed that the spinning brushes were very abrasive and knocking into the vehicle as we were going through the wash. Once out of the wash we began hand drying the vehicle as the wash did not do so as was paid for. Upon review of the passenger side of the vehicle we noticed larges scratches and gouges taken out of the rub rail along both front and back doors, as well as remnants of ************ Upon discussion with the claims person at Global we were treated with a total lack of professionalism. The gentleman was using foul language, was rude and wouldn't let anyone besides him get a word in. This car wash, along with just about every wash in ********** is not liable for damages to aftermarket, or altered vehicles. This vehicle being certified pre-owned contained no such modifications. We are now stuck with a bill in the thousands of dollars on a vehicle that is brand new to us, all because of this companies lack competence to service and check their equipment is functioning properly.

  Customer response

  02/14/2023

  I have not heard from the business in response to my complaint.

  

  Business response

  04/04/2023

  In response to Mr. ******* complaint attached please find a letter dated 2/23/23  which our insurance department had previously sent to **************** in answer to his claim.  Also attached are relevant photos of the motor vehicle.  I am advised that our records for the day of the alleged damage to the motor vehicle being operated by **************** show that about 334 motor vehicles passed through the car wash with no complaints received.
  
   
  
  The attached photos show that the  scratches on  the motor vehicle appear to have been made in a horizontal direction. Whereas, I am advised that the brushes used at the  car wash rotate in a circular direction and could not likely have made  the horizontal scratches depicted on the photos. Also, the owners manual indicates that the motor vehicle was not of the  type to use an automatic car wash.  
  
   

  Customer response

  04/20/2023

     All images that were taken by the Shell station employees, as well as myself were not submitted in Globals response. I have included the missing photo (Scratch.jpg) which is a vertical scratch approximately 6" in length on the passenger front door. Note: Global representative stated "The attached photos show that the scratches on the motor vehicle appear to have been made in a horizontal direction. Whereas, I am advised that the brushes used at the car wash rotate in a circular direction and could not likely have made  the horizontal scratches depicted on the photos" However, the attached image proves that to be untrue. Furthermore, Global representative stated that "I am advised that our records for the day of the alleged damage to the motor vehicle being operated by **************** show that about 334 motor vehicles passed through the car wash with no complaints received." However, the *** Global submitted on 4/4/2023 (****** Denial.pdf) shows only 92 vehicles going through the wash on this date see attached screen capture (Global SC.JPG) for highlight of this instance. In closing, no where in the current owners manual for a 2019 Dodge Durango R/T does it state the vehicle "be washed by hand" only. refer to attached (Car wash.JPG), nor does it state that an automatic car wash could cause damage.
  

   

  

  Business response

  04/21/2023

     In response to ******************** reply, please note that the letter to **************** from the company's insurance department dated 2/3/23 stated that 92 cars passed through the car wash on THE *** in question and that the WEEKLY TOTAL  was 334, and that **************** was the only person who complained.   Inadvertently, and I apologize for this, the insurance department's  letter, a copy of which was attached to the reply to ****************,  was not quoted correctly in my response.    As to the  photo that **************** attached to the reply, we of course have no way of knowing if the photo is what it purports to be or when or where it was taken. 

  We would suggest that **************** follow up with our insurance department on this matter, rather than arguing back and forth on this forum.   Contact information is *********************** at Global Partners LP, ***********************************************************; .************.

  Customer response

  04/24/2023

  The previously added additional images of the scratch to the vehicle which were similar to the ones uploaded by Global partners were somehow determined by global partners to be horizontal scratches (see attached image "Global letter.JPG) for highlighted. The additional image I had provided was a closeup of the scratch in a similar fashion as the others showing a vertical scratch along the passenger side of the vehicle. Unfortunately when attempting to discuss matters with Global ****************** personnel it was completely unprofessional and unproductive. I would like my vehicle to be repaired of the damages caused by their Car Wash as documented in the photos the day of the incident by not only myself but facility staff as well. 

   

  
   

   

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