ComplaintsforTommy's Express Car Wash

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I went through their automatic car wash on 8-7-23. I have been a customer since January 2023. Their tracks pulled my vehicle into the car in front of me causing an accident on 8-7-23. An employee came out and stopped the tracks after my car hit the car in front of me. He was very rude from the start immediately blaming me for the accident "you came in way too fast and your momentum carried you into the car." - **** who is supposedly the Assistant Manager. He also said "this is not our problem, you need to figure it out with the guy your car hit." I was very offended by how this employee treated both me and the guy I hit. The other customer could not believe that is all this company would offer and then for them to come out and accuse me of wrongdoing was very unbelievable. I have called their location and **** would not assist me in any way. He refuses to provide video of the accident and their website clearly states that no braking is required to come into the tracks of the car wash. Just to add, I waited an extra 10-15 seconds before entering the wash after being prompted by the green light to come in. Also, **** claims I should stop when i hit the tracks to prevent accidents. This is not an instruction at the car wash and not on the website either. I believe this person named **** the Assistant Manager is in need of serious training on how to handle issues that happen at his workplace. The way he treats customers is shocking to say the least. P.S. I called the next day after the accident and was met with **** answering the phone immediately screening my caller ID because he was very rude and extremely unhelpful when I called. Any help would be greatly appreciated as damage was caused to a very nice Infinity SUV. Thank you, Daniel DeLong 503-984-6951

  Business response

  08/24/2023

  This customer keeps claiming that our equiptment failed, but the video we did provide him shows that he entered the wash too fast to the point his tires continued to roll and didn't make a complete stop until hitting the vehicle in front of him. We sent this video to our corporate headquarters and they agreed it was 100% his fault and our equipment did not pull his car into the other as he claims. As far as the assistant manager, he is lying about that as well. We contacted the other party involved, who is a retired police officer and he stated there was no damage to his car and that our manager did not yell or talk badly in front of them. Unfortunatley he continues to write bad reviews and has asked for $3,500. We have no problem fixing peoples cars if our equiptment failed and caused damage, but this was not the case. 

  Customer response

  08/25/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  There is damaged that I have documented to the other vehicle and mine. I have pictures and even discussed it with the other customer who has been inconvenienced by Tommy’s Express. This company has been downright dishonest and deceiving. I have further proof that will be brought with me to small claims. It’s sad this business has put me through all of this.

  This experience has been by far the worst I’ve ever been treated in 33 years by a business.

  I will forward all of my call logs and email chains that further show how unprofessional this place has been.

  
  Sincerely,
  
  ****** ******

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2023 F-150 was damaged in their car wash ! They have failed to pay for damages. My insurance had to step in and pay.

  Business response

  08/24/2023

  This guest entered the wash and was not lined up correctly. The wash attendant should have seen this and stopped the wash, unfortunatly his front bumper hit a piece of equiptment. We informed the guest to head to a collision center near the wash to get an estimate. He did not and ended up turning it into his insurance. With this type of accident we weren't going to use our insurance. We just this week received information from state farm and are working to resolve this issue and pay both **** ***** and the insurance company. 

  Customer response

  08/26/2023

  Complaint: ********
  
  I am rejecting this response because: This is unacceptable. It has been over 3 months.
  
  
  
  Sincerely,
  
  **** *****

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The car wash damaged my car on September 29, 2022. After going through the car wash I found that the right rear wheel molding was pulled away from the car body. 4-5 brackets were broken and there was no way to quickly repair the problem. There were also significant scuff marks along most of the body of the car. A report was filed with the employee on duty immediately. They did not contact me for three business days so on Wednesday, October 5 I took the car to an auto body repair shop and they estimated the damage to be $414.96. When I contacted the car wash they stated that they were not going to cover the cost of the repairs because they had video that showed my car was previously damaged. I went to the car wash and saw the video, it did not show any damage as they insist. The general manager insisted that there was nothing in their wash that could have damaged the car like that.

  Business response

  10/18/2022

  ******** ******** came into the car wash on September, 29th, 2022. After exiting the wash the guest noticed part of his rear wheel molding was loose and he reached out to a team member.  A complaint was filed with the manager on duty. On October 2nd we reached out the customer to let him know that his claim was being denied. We have 26 cameras at the car wash, after reviewing the cameras before the car entered the car wash we can see that the rear wheel molding is not flush with the car indicating previous damage. Due to the molding being partially loose it was pulled out further when the brushes in the wash made contact. ******** came into the wash and viewed the images and video and did not agree with our manager. At this time, not on September 29th he complained that there were scuff marks along the same side of the car. These marks could not have happened within our wash based on the pattern, also no other cars before or after had scuffing, indicating it did not come from our wash. There was also noticible dents to that side of the car and ******* indicated that those were there before washing. Sometimes during a wash damage can occur, we have fixed claims in the past, but this is not a scenario where our car wash created the initial damage or the scuffing the guest is complaining about. Attached is a picture where you can see the trim is not flush with the car at the wheel well. There is a gap between the trim the opposite side of the car did not have this gap. 

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