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Complaint Details
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Initial Complaint
09/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Yes I had damage done to my new car (less then a month old) As I came up to the car wash I went to go through the very first wash and just as I got close I noticed I’m not going to make it thru… the arm was not locked in place and it scratch the side of my car There was no cone up to say it wasn’t working properly So they are refusing to fix my car and I don’t think it’s fair. If it wasn’t working property it should have been shut down They have always put cones up if they are not working so I didn’t think twice I don’t know if you can get the tape so I can see the video. They refuse to send it to me I have to get an attorney or go through my ins. Where is that right If you could help in anyway it would be much appreciated ******** ***** ************
Business response
10/18/2024
Thank you for contacting us. If you would like the opportunity to view any available video, please contact us at ###-###-#### to schedule an appointment with the Site Supervisor to view the video at the location where the claim was filed. Thank you.Initial Complaint
09/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
complaint regarding the service I have received at your locations, particularly at the Oswego, IL branch, Im Delta Sonic Unlimited Wash Plan member in Naperville, IL since 2017 or 2018,When I first joined, the monthly membership fee was around $9.99. Over time, the cost has increased significantly, yet the quality of service has noticeably decreased. On June 8, 2024, I took delivery of my brand-new ***** Model Y. Unfortunately, the Naperville location has been under construction or expansion for some time, making it difficult to access a car wash while still being charged for membership fees. As a result, I traveled to the Delta Sonic location in Oswego, IL on September 11, 2024, between 2:00 PM and 4:30 PM. After going through the car wash, I opted for a detailing service. During the detailing, the technician used some kind of air spray that blew ashes, trash, and other debris all over the interior, especially on my sun visors, mirrors, and the ceiling of my brand-new car. This is completely unacceptable. This is not the first time I have experienced this issue— happened at the Naperville with my previous ***** Model 3. At that time, the team acknowledged the mistake and cleaned the glass and ceiling. However, this time it happened to a brand-new vehicle, and the debris left permanent stains on my ceiling and visors, which were not even wiped down. To make matters worse, I have white seats, and despite my specific request for the staff to sit on towels to avoid staining my seats, a handprint was left on the fabric. When I pointed it out to one of your team members, he wasn’t the one who worked on my car but still wiped it down. I had to clean another mark on my own, as it wasn’t properly addressed. I have tried contacting your customer service team several times, only to be left playing phone tag with no resolution in sight. Driving out of my way to another location for a substandard service that left my vehicle in worse condition is beyond frustrating.Business response
09/13/2024
Thank you for contacting us. Please return to the location at your earliest convenience to file a claim with the Detail Shop Manager so that we may look further into this. Thank you.Initial Complaint
07/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
July 5th, I went in for an interior detail. While waiting for my car I watched a technician work on my passenger door and after a few minutes he called a supervisor over to look at it. The person shrugged their shoulders and walked away. When I received my car I saw the scratch he made in the leather and asked to file a claim because they caused the scratch. I was told that they denied my claim with a letter and a $25 GC. When I called to dispute it they stated it was denied and the burden to prove they caused it would be mine as they didn’t feel they caused it. I know they caused it and would be able to see it in the cameras. I just want my leather fixed in what they caused.Business response
08/02/2024
Thank you for contacting us. We truly understand your concern regarding the damage in question however, our investigation of your complaint did strongly indicate that the damage in question is not consistent with the service at Delta Sonic. If you feel we have not assessed your claim fairly, please contact us at ###-###-#### to schedule an appointment with our Area Manager to inspect your vehicle. Thank you.Initial Complaint
07/25/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Rented a car on 6/29/2024 due to damage done to my **** at delta sonic car wash in Oswego IL. Total charge for car rental while my **** was being repaired was $751.00. Delta Sonic only wants to pay 315.85 A deposit of $415.35 was done at reservation. $315.85 was paid at return of the vehicle. Delta Sonic employee Shawn refused to speak to me and hung up the phone. Please help if possible, I have receipt as needed.Business response
08/02/2024
Thank you for contacting us. We have been in contact with ***** and they confirmed your credit card was only charged $315.85 on card ending 9200. Please submit a credit card receipt showing any other charges to ********************** Thank you.Initial Complaint
07/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This is in regards to claim number ********. I had interior cleaning done by Delta Sonic in my vehicle, 2021 ***** **** at the end of May, 2024. The radio screen was scratched as a result of that cleaning. It was clearly the fault of Delta Sonic. Three employees, one being a manager, agreed that the screen was scratched and they took pictures. Delta Sonic made it a point to show me the cloths they use for interior cleaning, this is, in my opinion, a harsh cloth. However, I feel that they failed to train their employees to use nothing but a glasses cleaning cloth on that screen. I did not scratch the screen because I only use a glasses cleaning cloth on it. Delta Sonic rejected my claim twice stating that they cannot take responsibility for this damage. Instead of trying to rectify this, they sent a letter stating that I could contact the BBB or take them to small claims court. If they had, I would have been happy with a year of free car washes but they did nothing. I have attached an estimate from *** **** ***** on what it would cost to have it replaced. Thank you for your time.Business response
08/02/2024
Thank you for contacting us. After carefully reviewing your claim and the investigation performed by the Detail Shop Supervisor, we have determined that the scratches to the screen are not consistent with the services performed by Delta Sonic. After inspection, the Supervisor reported that the scratches appear to be small micro scratches which is consistent with constant wiping. It was reported that you admitted to frequently wiping the screen with a microfiber cloth. Although we cannot accept liability on your claim, in the interest of customer goodwill, we will have a complimentary Delta Sonic Service Card mailed to the address on file for any inconvenience you have been caused. Thank you.Customer response
08/05/2024
While I appreciate the gift card, I do not appreciate the fact that they are still trying to put the blame on me. They are not taking responsibility for the actions of a young girl, employed by them, who used the same harsh cloth on the radio screen that they use to clean the seats and dashboard, causing scratches on the radio screen. There is not truth to the statement they said that I ”frequently” used a microfiber cloth to clean my radio screen. Even if I do use a microfiber cloth occasionally, I don’t push hard enough to cause scratches. Microfiber does not scratch, otherwise, I would have scratched up eye glasses.Business response
09/13/2024
We are writing in response to your email in hopes that we may reach an amicable settlement in the case referenced above.We fully appreciate and understand your personal anxieties regarding this matter, but it is our policy not to accept responsibility for damages that could not have occurred at our Detail Shop. We regret the inconvenience involved but must stand by our original judgment of denying liability on this claim.Many claims are denied by companies for the sole purpose of saving money. To show our customers this is not Delta Sonic’s practice, we extend an offer which we feel is fair and honorable. At your request, we would be willing to donate, IN YOUR NAME, $493.45 to a charity of your choice. The charity must meet the guidelines outlined by the Better Business Bureau. We have also attached an estimate for repair outlining where this amount was derived from, for your review.We realize this is an unusual offer, but hopefully, in this manner, you will realize that our final judgment was made on principle rather than money. If you should decide to accept this settlement offer, please contact our office.Initial Complaint
07/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Delta Sonic Claim #: ******** Damage occurred July 1, 2024 Claim denied July 9, 2024 Two items: 1. Interior detail cleaning used steam to clean my touch screen which forced water and dust behind the screen. Photo evidence attached. 2. Door cup rubber inserts on passenger side were both lost. Photo evidence attached. Showed manager and he mentioned these were common issues and he filed Claim #: ********. July 9, 2024 received a generic response that claim was denied with no details (see attached). Additionally, the generic response said you could contact them, but doesn't include a phone number or email address.Business response
07/09/2024
Thank you for contacting us. At this time, our preliminary investigation indicates it is very unlikely that the damage to your vehicle was caused at Delta Sonic. If you would like to have your claim re-evaluated, please contact us at ###-###-#### to schedule an appointment with an Area Manager to inspect your vehicle at the location where the service was performed. Thank you.Customer response
07/10/2024
Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. I already brought my vehicle in for inspection, making a 60-minute round trip because online claims weren’t allowed. Now, they want me to repeat the process. The manager acknowledged that missing door inserts and dust behind the touch screen are common issues after interior cleaning. He mentioned they frequently find lost door inserts and keep a collection from various car models. The dust behind the touch screen is a known issue, often caused by improper steam cleaning of the dash, which forces dust and water between the screen layers. Regards, ****** **********Business response
07/25/2024
In response to your meeting with our representative, the claims committee has reviewed the details of your complaint in conjunction with his report. Our findings have reiterated our position that Delta Sonic could not have caused the alleged damage.We fully appreciate and understand your personal anxieties regarding this matter, but it is our policy not to accept responsibility for damages that could not have occurred in our detail shop. We regret the inconvenience involved but must stand on our original judgment of denying responsibility for this claim.Be assured, Delta Sonic does not deny a claim if we feel there is any possibility the damage could have occurred in the Detail Shop. Our decision was made after giving your claim every consideration.Initial Complaint
07/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I visited a Delta Sonic car wash and the young man guided my car onto the track incorrectly. I was not lined up correctly and the track ripped off my fender. In the process of ripping off my fender the fender broke all the hooks that attached it to the bumper. I originally had 1 hook broken from the bumper to the quarter panel. Delta Sonic is refusing to pay for the repair for the fender to the bumper by saying the bumper was already broken. Yes, 1 hook was broken from the bumper to the quarter panel. The car wash broke the fender completely off the bumper. All 8 hooks tore off. That is a direct result form the kid not lining me up on the track the right way. I pointed to my wheel area when I heard the noise of it ripping and the kid kept telling me to pull forward. Several times I pointed to the wheel and shaking my head no and he still kept telling me it was ok, pull forward. There is video tape to prove this, but Delta will not give me a copy of the tape to protect themselves from their culpability. The whole way thru the car wash you could hear it breaking each hook and getting further and further stuck up in the wheel well. My biggest issue is Delta Sonic is refusing to fix my fender and bumper attachments. They only will pay for the fender, but you CAN NOT repair the fender without repairing the hooks on the bumper. I got an estimate for the repair from a company that works with Delta Sonic and they still are denying the repair cost. I am not asking them to pay for the hook that attaches the bumper to the quarter panel only the fender to the bumper which is solely a their responsibility. Regardless of the prior damage my fender was fully intact to the bumper before I visited their carwash. Delta Sonic is responsible for the repair of the fender to the bumper. Do not visit a Delta Sonic as they are not a responsible company. I will be taking action in court to resolve this.Business response
07/19/2024
Thank you for contacting us. Approval for repairs related to this claim was sent to your repair facility on 5/9/24. Unfortunately, we cannot accept liability for prior damages. A video review showed pre-existing damage to the bumper prior to entering the Car Wash. If you would like the opportunity to view this video, please contact us at ###-###-#### to schedule an appointment with the Site Supervisor. Thank you.Initial Complaint
06/18/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I took my car to delta sonic for a simple oil change. I was upsold other services to the value of $449. I happily paid it. I left and within minutes of driving out my car started dumping one of the fluids they had just replaced. I called the store and a supervisor named Jerry met me at my location to see if they maybe made an error. He claimed non was made by them. I was if the work was under warranty and told no. I drove into that store with no leaks or damage and left with my car needing to be towed home. They would not have placed new fluid in my car if I came in with a leak. They overfilled the fluids and my engine and spark plugs got flooded. So my car stopped in traffic out of nowhere. I disputed this with my bank and it’s been 3 months and still no resolve! I want my money back. I no longer have a drivable car and I think it’s fair to pay me back the money for the service they ruined.Business response
07/09/2024
Thank you for contacting us. Our Oil Change Corporate Administrator reached out to you at the phone number provided on 6/25. Please contact us at 1-************ and ask to speak with Nawalle at your earliest convenience so that we can look further into this. Thank you.Initial Complaint
06/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On Monday June 3rd I brought my vehicle through the wash like my wife and I do quite often, when I got to the end where they scrub the tires I heard a loud thud, so when I got home I checked the vehicle to find large paint chips missing from my front right quarter panel. I filed a claim and the company stated the damage was there 2 MONTHS prior to this. Which is not true whatsoever. The company will not release to footage as proof of this. Which I am entitled to being it is my vehicle… will be cancelling my service for both my wife and I today.Business response
06/14/2024
Thank you for contacting us. As per your last call with a representative on 6/10, you have retained counsel. Please have your attorney contact us to request a copy of the video footage. Thank you.Initial Complaint
05/23/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On April 22, 2024 I went to get my car washed at Delta Sonic 1660 Penfield Road, Penfield NY 14526 the attendant told me that they were offering 3 "Super Kiss Plus car washes for $48 plus tax, the total was $51.84, I purchased the 3 car washes and used one at that time. Today I went to use the 2nd of the 3 PREPAID car washes and was told that they had expired. The attendant that sold me these never made any mention of any expiration dates- this very misleading. I spoke to a "manager" about today, she said she could give me 3 car washes- I don't do business with companies that mislead customers, I want a REFUND for the 2 prepaid car washes that I never received, I will pay for the one that was used on 4/22/24 I paid $51.84 total, I should receive a refund of 2/3 of what I paid = $34.56Business response
06/18/2024
Thank you for contacting us. A refund in the amount of $25.92 has been issued. Receipt #********** Thank you.
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Customer Complaints Summary
101 total complaints in the last 3 years.
28 complaints closed in the last 12 months.