Complaints

• Initial Complaint

  10/12/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 9-18-22 (Sunday), I went to the carwash at 8:30am. As it was a Sunday, the normal carwash was still closed. So, I went through the touchless part (prev been thru that). Afterwards, I went home. I then noticed large portions of paint missing on my hood. I will admit that I had some minor rock damage on the front of my car. A few dime sized chips. It has been there for years, and I have easily made over 100 trips thru ****'s with nothing previously happening.I went back and talked to a manager. Filled out a form for the damage, and he took some photos. I would also be on their video. He told me someone would contact me on Tuesday. Well, no contact. I went back on the Tue or Wed evening. I was told that the manager I spoke to was sick. ANOTHER manager said my paperwork was still on the desk. A district manager or owner would contact me within the next 2 days.NO ONE contacted me. By the following Sunday (1 week later), I went back to that location of ****'s Carwash. I spoke to a 3rd manager. He said that he doesn't usually work at that location, but was covering for the sick guy. He listened, and then told me he had no idea who would be contacting me. He pointed to a sign that said they were not responsible for damage. I was polite, but I pointed out to the manager that YOU CAN PUT UP ANY SIGN YOU LIKE - THAT DOESN'T NEGATE A COMPANY'S RESPONSIBILITY FOR DAMAGE. He then directed me to their main location.I drove there, and I talked to THAT manager. He apologized, and he took my information. And, he stated he would talk to someone Monday, and have someone contact me. NO one did. The following Friday, I called again. He checked and then referenced the sign. I AGAIN asked for a manager/owner to contact me. They at least owed me that. He said he would. Two days later, I went back to where the damage occurred. I talked to a manager again. He apologized, and promised someone would contact me on Monday. NO ONE DID. SIX ATTEMPTS - NO CONTACT AT ALL. POOR SERVICE!

• Initial Complaint

  06/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This past week I took my wifes ******* into Drews to get it washed and cleaned as I have so many times before. Just as the car was going through the last section of the wash something made a loud noise, next thing I saw was the factory installed roof top antenna cover was flying to the ground. I waited till the car was at the exit of the was to get out and grab the plastic cover which was clearly broken. I drove around where the car was supposed to be dried( which also didnt happen) to find a manager, only to be told by one of the workers the on-site manager said they were not responsible for ANY DAMAGES to customers vehicles. Ive made several attempts to get someone to help with this issue, only to be that Drews Car Was is not Responsible for any damage to any customers vehicles. Ive been a very dedicated customer since the Exxon and the car wash opened and cannot believe they will treat a customer this way. Thanks

  Business response

  07/06/2022

  ************** has inaccurately stated that he was told *************** is not responsible for any damages.
  What he was told is ****** is not responsible for those items listed on our disclosure signage. These signs are located in three different places which may be read while waiting in line and before entering the tunnel. I have attached pictures of those signs for your viewing. Antennas are listed at the bottom of each of these signs .
  Regards,
  *********************
  Operations Manager

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