ComplaintsforRPM Express Car Wash

• Initial Complaint

  01/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A family member purchased $75 worth of car washes for me as a present. The bar codes for the washes never worked on the scanner at the Pullman location. I visited the manager and was told that I would be able to refund the washes. After reached our to the business email three or four times, with no response, I am still unable to refund the washes. Id simply like those car washes refunded in the original amount, but the lack of response from the business makes that impossible.

  Business response

  01/24/2023

  *****'s statement is almost a complete fabrication. Here are facts:
  - A GIFT CARD was purchased on 12/12/2021, for 6 car washes. The card expired on 12/12/2022.
  - The gift card was scanned at purchase and DID work at the wash.
  - On 11/15/2022, almost a year later; ***** came to the wash and said he didn't want to go through, so he wanted a refund for the gift card. ***** did not have the gift card with him when he came in on 11/15. He had the date it was purchased, and said it was bought by his wife. When we noticed the names did not match, we asked for the last 4 digits of the purchase card, and he could not provide those.
  - He then emailed clearly stating, that he wanted a refund only because he didn't want to use the car wash.
  - The gift cards, specifically state that they are not redeemable for cash or exchangeable; as are most gift cards to any business. I have attached a photo of the terms and conditions, clearly stated on the back of the card.
  - We still went above and beyond our policy and offered to extend the standard 1 year expiration date on gift cards, by 1 year so he could give the gift to someone else that might want to use it.
  - Torii left several voicemails on the phone number he provided and explained our decision. She also sent several emails with our explanation. The only response we ever received, were demands to be refunded.
   
  Again, I appreciate the opportunity to tell the facts of what actually happened. **************** is a huge priority for us as a business, and I am greatly disappointed that our extended efforts have been met with his negative comments, reviews and actions.
  If I can provide any other information to help in this matter, please don't hesitate to let me know.
  Thank you,
  ****
  

  
  

  Customer response

  01/25/2023

   
  Complaint: 18674054
  
  I am rejecting this response because:

  
  

  Good evening, team:

  
  

  Appreciate your help getting this sorted out and glad you were able to get in touch with ****. Unfortunately, she has a few of the important details incorrect and I'm hoping to iron those out here. Hoping this timeline provides a straightforward summary of the events:

  • Car washes were purchased by my grandmother-in-law for Christmas 2021
  • They were printed out and given to me as bar codes on paper - not on a traditional gift card (there is no verbiage mentioning when they expire or that they cannot be exchanged for cash on the printouts - happy to include pictures)
  • Given my car needs to go through a brushless wash they wouldn't work for me, but we took my wife's car in to get washed at the Pullman location
  • We drove up to the *** device and attempted to scan the first bar code, but no luck
  • We hit the help button and a very nice guy came over and tried to scan the codes for us, but still no luck
  • He gave us a free wash and told me to come back during the week when Torii, the site manger, would be in the office
  • Later I came back during the week and chatted with *****, who was also very kind and understanding
  • She told me that she didn't have the power to initiate a refund and I should inquire with the owners. She gave me her card, which had the email addresses of ownership on it, and told me to reach out to them
  • On November 15, 2022 I reached to ******************************************* and told them about my issue
  • On November 21, 2022 I followed up after not hearing back from them
  • On November 28, 2022 I followed up again after not hearing anything back
  • Being frustrated by the lack of communication I submitted the claim with BBB as a way to warn future customers their own issues may be avoided by ownership

  The part of ****'s response that I find puzzling is that they mention they have been in contact with me about this and I have received zero communication back from them. They do have details from my original email, but for some reason chose never to respond to my email (happy to provide the full thread). **** also mentioned that ***** has left several voicemails, but I don't even know how they would have my number, as it was not provided to Torii or included in my email. I'm not sure who they are leaving voicemails for, but that poor individual is likely very confused.

  
  

  My goal here is simply to get to a resolution - I actually very much enjoy the car wash and have been disappointed by the lack of response from management.  I don't want to slander the company unnecessarily, but they should be accountable for their lack of communication.

  
  Please let me know if you have any questions. 
  
  Sincerely,
  
  *************************************

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