Complaints

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My new car was scratched during a car wash/express detail and wax on 10/3/22. I noticed the scratch the next day on 10/5/22. I called the facility on 10/6/22 and left a message for the manage on duty, ******** "Beto." Beto returned my call and was immediately deflective and defensive stating the scratch was unlikely to have occurred during the appointment on Monday, but he would like to see the area of concern. He asked to see the vehicle, so I drove over within minutes of my phone call, around 1pm. Upon arrival, he met me at my vehicle. He immediately claimed there was no way the scratch could have occurred during the visit and offered to buff it out. As the scratch is so deep, I refused the buff as it will not help when the paint itself is missing. I explained to Beto that the scratch DID NOT exist on my vehicle prior to dropping it off, and the scratch occurring during the wash/wax was the only explanation. Beto continued to interrupt me as I was speaking, insisting that they did nothing. I was admittedly fuming, and Beto's remarks for me to "calm down" did not help. He continue to be dismissive about my claims and refused to listen. At this point, I am very angry. I told Beto I have never had such an unprofessional interaction and that he was acting like a child- using a mocking style tone, completely argumentative, and clearly had no intent to take me seriously. I told Beto I would like to speak to corporate or another manager, and he said he would send photos and pass my complaint along to Ernesto, the GM. He refused to provide Ernesto's last name and stated Ernesto only has a personal cell phone and not a business line. This also seems suspicious- a GM not having a professional phone number? At this point, Beto was walking away and refusing to talk to me stating that I had said I didn''t want to speak to him any further. This is true in the sense that I asked for a higher manager's information. I want compensation to have my car repaired.

• Initial Complaint

  07/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  If I could put 0 stars I would!! My mirror was broken going through their car wash on yesterday!! I talked to the manager Jesse the manager today and he basically told me that my mirror was broken prior to coming to get my car wash and it was basically not their fault!! I proceeded to go back and forth with him to no resolution. He offered to cut the cost of the repair in half and instead of paying for the damages they offered free washes and waxes!! Why exactly would I return to a business that damaged my car and will not assume liability??? This place is horrible!! I asked for an email of someone higher up than Jesse and he told me the owner doesn't give out his personal information. I said I need a business email to file a formal complaint!! Jesse said they don't have one and that he will take MY number and pass it to him. This is by far the worst car wash in Houston!! Look at the reviews, we are all saying the same thing. This place needs to be shut down immediately. I spent $100 on a car wash and oil change on Monday July 11, 2022. I just purchased another mirror for $200 now I have to pay someone possibly another $100 to install.

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