Complaints

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 22, 2023 I took my car to get detailed at Waterways Car Spa. I explained to the owner, I need my leather seats cleaned. He suggested the detail packaged and asked me to leave my car for about 3 hours so I did. When I came back to pick up my car, I noticed the car was not washed correctly and the seats were still dirty. I pointed things out to the owner and he called a worker back to redo some more cleaning. He told me to wait and it would be done immediately. About 30 minutes later, they told me it was ready. Everything seemed ok, the seats were not all cleaned as I though it would be, but he stated it was all they could do. Tuesday morning I notice a whiteish stain on my work pants, but didn't think it would be my car seat. By Wednesday afternoon, I got another stain on my work pants again and that is when I notice that my driver car seat was peeling showing a dark spot on it. I went back to the car wash on Friday 10/27 right after work. Owner said to bring back the car Saturday 10/28 and they would remove the stain, kept telling me I did something to it. After leaving the car for the whole day on Saturday, he told me I did something to the car seat and that they couldn't repair it. Told me I would need to take it to an upholstery expert. That he was not responsible and they didn't do anything. I barely use my car and I specificly took it to detail so that it would be done correctly by an expert. Now I have to pay $165 to get my driver car seat restore for damages that were caused by the them. Owner wants to give me credit for future services instead of a refund or paying for the repair, I definitely will never take my car there again. I am looking for them to pay for or refund me for the repair cost.

  Business response

  10/30/2023

  When you and your husband brought your car in we noted to you that parts of the cream colored leather seats were peeling. When you collected the vehicle you saw the seats and were satisfied. You then came back after about 5 days with a dark gooey substance on the driver's seat. Had this substance been on the seat when you collected you would have both noticed and mentioned it. You did not because it was not there. As we explained to you, while the vehicle was in your possession, in some way you got this goo onto the seat. You told us that you only noticed the goo on your pants - but you had not noticed any goo on the seat beforehand. You also said that in your opinion this goo had obviously seeped out from the leather seats. We use some of the highest quality products and have used these products for years with optimal results. We understand your comment that you did not bring your vehicle in to us in that state, but then again neither was it reconsigned to you in that state either. We are also aware that you are employed in a sector that handles many different chemical many of which are hazardous and/or toxic

  Business response

  11/14/2023

  We wrote "We did not have a conversation with you about the cost of the services. However, in order to bring this issue to a resolution, we would be willing to accept this compromise, although it in no way constitutes any admission of responsibility nor liability on our part, nor that we have caused any damage to your seat. This is a one time offer, which if not accepted in your next correspondence will be redeemed to have been rejected by you and consequentially withdrawn by us." This is in response to consumer's assertion(s) about a her personal conversation regarding this business covering the repair cost in credits for future car wash services. And again, in order to bring this issue to a resolution, we would be willing to accept this compromise, although it in no way constitutes any admission of responsibility nor liability on our part, nor that we have caused any damage to your seat. This is a one time offer, which if not accepted in your next correspondence will be redeemed to have been rejected by you and consequentially withdrawn by us.

  Customer response

  11/23/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I do not want future car services at your location.  I do not trust your business.  I want you to refund me what I paid to have my car repair for the damages you caused.

  Your business caused the chemical damages to my seat, you should take accountability and refund me what I paid to repair my car.

  
  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. ↩