ComplaintsforSimoniz Car Wash

• Initial Complaint

  04/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On Saturday March 30,2024 I visited your ***** location at:************************************* I have visited this location often since 2015 to have my vehicles washed and inside vacuumed. Each time that I come, once I finish with the wash part, I always begin to clean and throw out unnecessary trash/items so that they won't be in the way when the employees get ready to vacuum and wipe down the inside. I always remain with my vehicle as I am not comfortable waiting inside or under their seated area.I visited again sometime in January I believe, and there was a new manager there. She initially was nice when I pulled in, and once I got to the vacuuming section, she kept trying to force me to wait under the seating area stating that I couldn't wait with my vehicle. I informed her that I did not want to do that, and that I'd been coming there for years and there had never been an issue. She continued to try and force me and I declined and stayed with my vehicle.Fast forward to 3/30/24, I stopped to have my vehicle cleaned, and this time I waited ***** minutes and no one came to start vacuuming. I got out and asked one of the workers if he had an idea on when someone would be able to start on my vehicle and he said he could start now. The same manager then walked up behind me stating: "As I told you last time you came, you can't wait with your vehicle and you need to go over there". I replied as I stated last time, I don't feel comfortable doing that and will wait with my vehicle. I'm not in anyone's way, and I'm clearing out trash as well as asking the guy if they were going to also be getting the black marks off the vehicle that didn't come off during the actual wash. I pointed out to her that there were also NO signs whatsoever that stated a customer is not allowed to wait with their vehicle. There was also another customer directly behind us sitting in his vehicle and they said nothing. She proceeds to tell me that "IT'S ALWAYS AN ISSUE WITH YOU EVERYTIME YOU COME! DON'T COME BACK!She then tried to make me stand outside of the coned area which would have been in the direct line that incoming cars would have been pulling into the establishment. I proceed to tell her no again, as all this time, I'd literally been standing beside my driver door. She tells the worker to stop working on my vehicle and that she is going to refund **** ask when am I going to receive my refund and she replies "When you get it". I decided to walk over to the outside podium so that I could ask about my refund again. I have never been treated like this before and she was downright rude. There are absolutely no signs up anywhere that stated a customer could not wait with their vehicle. The area doesn't have any items that could cause injury to anyone and is out in the open. I went back the next day when they were closed just to make sure I had not missed any signage and again there was nothing in the vacuum area. There was only one sign right next to the drive out part that states exterior customers must remain in vehicles (assuming so that they are not in the way of vehicles pulling out of the carwash to get their cars dried), but none in the vacuum area. I am attaching a video to show the open vacuum area that we were in. My vehicle was pulled in the 1st spot in the middle. I'd like this situation to be looked into, as I feel that I have been unfairly mistreated and mishandled

  Business response

  04/08/2024

  Our Director of Operations has reached out to the customer in response to an e-mail she sent the company.  It was explained to the customer that we ask our customers to wait in the designated area for safety reasons. There are a lot of moving vehicles and this is a company wide policy to keep our customers out of ***** way.  It is not meant to single her out. 

  We let the customer know that we would like to keep her as a customer and if she would like to return, she will have to wait in the designated area. The customer stated she understood and appreciated the call. 
  

  Customer response

  04/09/2024

   
  Better Business Bureau:
  
  My apologies, I meant to log back in and close this out after speaking with the Director of Operations. I appreciated his call and looking into this issue.

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

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