ComplaintsforCoastal Carolina Car Wash, LLC

• Initial Complaint

  11/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My car was damaged August 15, 2022 due to a malfunction of the car wash. I took pictures of the damage that was done and contacted the car wash. I waited for a couple of weeks and no one got a hold of me. When i finally was able to talk to someone, they thought this issue was already resolved. By the time they sent an adjuster out, additional damage was done over the original scratches on my car. I have the only pictures of the original damage and I was told by the rep for the car wash, that they have video of the malfunctioned and the damage it was doing to my car. They sent out their insurance adjuster a couple of months after the incident. Their insurance (**** Insurance) investigated and denied liability claiming their wasn't a malfunction even though they said they have video of it and pictures i too right after the damage was done. My own insurance will not pay as well. So now i have a damaged car and i can't get my it fixed. They put me through so much and doubted my integrity and honesty. I have been honest about the additional damage that was not the car washes doing and stated as so. I just want my car fixed. They sent me a letter stating that my claim was denied and the car wash was not malfunctioning at the time, which is a total lie. They have video of the incident and apparently, did not turn it over to their insurance investigator. They have caused so much distress. Please help me settle this.

  Business response

  11/29/2022

  The customer contacted us on 8/11/2022 about a wash she got on 8/10/2022. She stated that was had stopped and didn't finish washing. At no time during the first call/contact was any damage mentioned. On 8/11/2022 we offered her a refund or a wash coupon for another wash. She said the coupon would be great. Then on 8/12/2022 she contacted us about damage that was done to her car and said the car wash did it. She said she didn't noticed the damage until the next day because it had rained.  We asked her to send us the photos of the damage. No one at any time with Coastal Carolina Car Wash took responsibly from the damage or even said the car wash did it. We needed to see the photos and review the video.  There was no video showing damage being done to customers car. We washed 80 cars that day, many before and after and had no other complaints or damage claims from customers. Once the customer sent us the photos, it was clear to see the damage that was being claimed done by our touch less car wash, was impossible for our machine to do. The damage shown in those photos came from something other then the blue touchless arm that is used to go around the car. Our wash does not cause the type of  contact damage shown in the photos.  On 9/14/2022 I sent the photos and an explanation to our insurance about the customers car. The adjuster said on 9/28/2022 that the customer had yet to respond to his calls or emails in regards to her damage. I also tried several times to meet with the customer to see the car in person and see the damage and she never would give me a time or day that would work. I know what the machine does when it has an issue and the damage shown on this persons car is not possible with our equipment. 

  Customer response

  11/29/2022

  
  Complaint: ********
  
  I am rejecting this response because:
   
  Complaint: ********
  
  I am rejecting this response because: Their claims are false. I saw the worst part of the damage immediately, but not the full extent of the damage until after it had rained the following day. They requested two estimates from auto body shops of which I provided, and then they thought it was too much. They told me that they have video of the incident, but then lied to you about it. Then i heard nothing for about a month. I was waiting for their insurance adjuster to come out and no one did. I called and they said they thought it was all taken care of. No one came out to look at my car immediately after i reported the incident, so when they finally came out, other damage was done that was not the car wash's fault. I explained it over and over to them and it is very clear there is a scrape over the car wash scrape. I included pics of the carwash original damage and another picture in the same spot with the other damage that happened after the carwash damage. 
  The arm of the carwash was stopped in the middle of the bay when i tried to get out of it. I just wanted them to take responsibility for what the carwash did to my car. I was clear and honest about everything. If this can't get resolved through here, then i will take them to court. My car needs to be fixed. They are causing me a great amount of stress and anxiety. 
  
  Sincerely,
  
  ***** *********
  Sincerely,
  
  ***** *********

  Business response

  11/30/2022

  We did not do the damage and our insurance company agrees. We will not repair a damage claim that is not consistent with what  our machine can do. We did not do the damage and we won’t repair something we didn’t do.

  Customer response

  12/01/2022

  
  Complaint: ********
  
  I am rejecting this response because: it was done by your car wash. I reported it immediately when it happened. I went and got estimates as instructed by you. I shall have to take this to court. 
  
  Sincerely,
  
  ***** *********

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