Complaints

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Dec. 23, 2023 I took my vehicle to the Bubbles Carwash on Springfield rd. In Kelowna. After a lot of pressure and several attempts by the employee to upsell to the point of asking for over $349 extra to shampoo carpets and condition seats, I reluctantly went ahead and spent the original $300 plus tax, as he said this was the best carwash anywhere. I believed him and was told it would take around 3 hours. I asked if someone could drive me to and from the shopping centre approximately 5km. from the carwash and was told yes. The car the person driving me drive a small car that was filthy and smelled of stale cigarettes or cigars, not a great way to represent the supposedly best carwash in town. I called to see if my car was ready and was told yes. I asked if someone was available to pick me up and was told no, I now had to find my own transportation. Upon returning to the carwash I found my vehicle to be in much less than satisfactory cleanliness. I have had my vehicle cleaned for 1/3 the price at other businesses and been more satisfied. I asked an employee to walk me to my vehicle to inspect it and she agreed to have it re done. An other hour an 15 min later they returned my vehicle to me. I was in a pinch for time and left feeling frustrated and taken advantage of and just wanted to get out of there. I inspected the car on the morning of the 24th, there was still a lot of detail missed. I am extremely disappointed in your carwash and the employees. To them it seemed like no big deal and this was a regular occurrence. I am asking for you to respond to this letter and to do the right thing to correct this from happening to others. I am expecting a refund for this service. I will CC this letter to the BBB and your Corporate office. If you wish to discuss this matter further, I will welcome a phone call. ******** *******, *** *** ****

  Business response

  23/01/2024

  Copy of response to Ms. *******
  

  Thank you for taking the time to contact us through the BBB. We sincerely apologize for the disappointment you experienced during your recent visit to Bubbles. Your feedback is extremely valuable to us, and we want to assure you that we take your concerns seriously.
  
  Firstly, we are sorry that our staff member volunteered to drive you. While intentions were to assist, we do not offer a shuttle service, and we have addressed this matter with the employees. Customers either wait in our lobby or arrange transportation, such as taking a taxi, while we work on their vehicles.
  
  We strive to meet or exceed our customer's expectations every time. Part of this process is to evaluate the vehicle and make service recommendations based on the condition and the expectations we anticipate. We are not always successful in matching the required service but nonetheless, stand behind the services we perform. We can certainly empathize with your frustration and we want to acknowledge that Sabrina promptly addressed all your concerns upon your return. We do guarantee the quality of our work, and it is disappointing to learn that we fell short of your expectations.
  
  The service you selected included an exterior car wash, deep cleaning and conditioning of all hard surfaces, vacuuming of carpets, dusting of leather seats and a cleaning of all windows, mirrors and displays. We regret that your expectations for leather seat detailing and complete removal of dog hair from the carpets were not met, as deep cleaning or detailing of these areas is not part of this package. Nevertheless, Sabrina and the team spent extra time addressing these areas in an effort to meet your expectations.
  
  To express our sincere apologies and commitment to service excellence, we have already corrected the service concerns and would also like to offer you an interior and exterior preliminary level service at no cost to assist in maintaining your clean car. Alternatively, should you still wish to have both or either the carpet shampoo service and leather deep clean and conditioning performed, we would like to offer a $50 discount. We would be honoured should you accept either and simply ask that you let me know which you prefer. 
  
  
  We genuinely value your feedback, and we hope these measures demonstrate our dedication to ensuring our customers receive the best possible experience. If you have any further concerns or would like to discuss this matter, please feel free to contact me directly.
  
  Thank you again for reaching out and for allowing us the opportunity to prove our commitment to service excellence. 
  

  Customer response

  27/01/2024

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

*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. ↩