ComplaintsforDelta Sonic Car Wash

• Initial Complaint

  03/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The paint on my car has been ruined with deep scratches from the employees never spraying it before sending it through plus frozen blue hanging cloths in the wash. Filed a claim and they denied it saying the wash functioned normally when there is nothing else that could have caused this but they're neglecting to pre spray the salt and road debris from the hood and bumper. This caused the blue hanging cloths, which were frozen solid by the way.. to drag debris down the entire cars paint leaving deep grooves that left it looking as if it was keyed obviously from something dragging down the entire length of the car as the scratches line up all the way down from the hood, roof to the trunk and are the in the same pattern and depth/consistency all the way back.

  

  Business response

  04/06/2022

  Thank you for contacting us.  We appreciate and understand your feelings on this matter but unfortunately must stand behind our assessment that this damage occurred somewhere other than Delta Sonic. Our investigation and visual inspection by our Site Supervisor indicate the damage in question is not consistent with the services performed at Delta Sonic.  

  
  

  The location of the scratching helps us determine what equipment contacts this area.  When looking at the scratching on your vehicle it does not match up with the mechanical design of this equipment and the way it interacts with your vehicle during the wash process.  In most cases, if something that could scratch your finish was in the wash, we would expect to see a pattern resembling the movement of our equipment as it engages the vehicle.  The scratching on your vehicle does not appear to have a similar pattern and our experience tells us it was not caused by the wash process.  A video review also shows that the cloth was not frozen and moving freely.  

  
  

  We regret any inconvenience involved, but it is our policy not to accept responsibility for damages that could not have occurred in our car wash and we must stand on our original judgment of denying responsibility for this claim.

  Customer response

  04/07/2022

  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.
  
  The scratches on my roof, hood, trunk and front quarter panel are perfect straight lines that could only have been caused by the blue hanging cloths inside the wash. When they dragged whatever debris was not rinsed properly by they're employees acrossed the whole car, after they just pushed the button sending me through. I was the first car through the wash that day and believe it was never ready to be open when they let me in.
  
  It is obviously the cause of such deep gouging as nothing else could have brushed against my car in this way. I park in a garage every night, I am a full time delivery guy and never leave my car's side for more than a few minutes and it would be impossible for someone to have "keyed" my paint even with a knife nobody could ever make perfect straight line scratches like that intentionally AND OR in that pattern. This damage is quite obviously something that was done by a machine and Delta Sonic is the only place that has ever touched my paint job since the dealership when it was purchased less than a year ago. I demand they take responsibility for ruining my new car's paint job.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  Regards,
  
  
  ***** ******
  
  
  
  
  

  

  Business response

  04/25/2022

  We regret any inconvenience involved, but it is our policy not to accept responsibility for damages that could not have occurred in our car wash and we must stand on our original judgment of denying responsibility for this claim. 

• Initial Complaint

  03/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  While going through the wash at Delta Sonic located at3439 Erie Blvd East I heard a loud noise in my rear like something was being ripped off my car. When I reached the end of the wash I noticed in my mirrow my tail light hanging. I told one of the guys who wipes the cars down their wash damaged my car and pointed to my light that he could clearly see. He went inside came back out and said one of the wash managers will meet me in the front. I met with Eric he came out with complaint form for me to complete while he took pictures. I explained to him how inconvient this was because im due for an inspection. Not to mention my third issue and second vehicle thats been damaged by this wash. I know the procedure of the complaints everything has to get approved from headquarters and their in Buffalo, however it was sunday so today I got an estimate at **** **** ******. I took the claim back to Delta Sonic and spoke to another wash manager Josh. He told me I need to contact headquarters myself and see if they would approve it. Now I m frustrated Eric already said he would reach out to headquarters soon he knew the sitiuation. Josh explained he cant refund money out the store, but he could pay me once I get the repair done and have a receipt. Whats the difference I asked "I cant just pay for an estimate I need a receipt after repair is done, or you can call headquarters and see if they will pay direct. Im furious because this buissiness took three months to repair the rear wiper motor their wash damaged. I want a full refund for my unlimited plan for March and Febuary and I want a full refund of my repairs without all th hassle calling corporate they have you on hold for an hour. Im exhausted but I wont stop until this is corrected.

  

  Business response

  04/06/2022

  Thank you for contacting us. Our records indicate you were reimbursed for repairs on 3/16/22

• Initial Complaint

  02/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called to make an appt to get the interior of my car detailed - after discussing options with the detail dept, I set up an appt for the next opening, which was noon today. Cost: $179.99. Both reps said it'll take 4-6 hrs. I dropped off my car at noon. They called at 330 (exactly) to pick up. I was surprised it was ready so soon - they only spent 3.5hrs cleaning, not the promised 4-6 hrs. Clearly, short cuts were taken. Upon picking up the car, I was surprised that they washed the exterior, especially bc I asked them not to, but not a major deal. Initially, the interior looked great- the dashboard shined as did the leather and the carpets were absolutely meticulous. I was so impressed. But, when I looked up, I noticed the (superficial) marking on the ceiling/roof of the car was still there and the whole ceiling looked completely unattended to, which is surprising because the rest really shinned, shockingly so! :) And, this was my first question when I called to set up the appt, "do you also do the interior roof part?" They said yes, they shampoo and steam it! :) So, I went back in the store and inquired. The rep (who was so kind and attentive BTW) explained that they no longer do the header(?), which is the interior roof of the car anymore. He didn't know why they stopped doing it b/c they can, he said. I said, I'd like it done and I'm happy to come back another day (as it was almost 5pm at this point and they close at 6pm) and if it costs extra, I'm fine to pay. He went and asked and said that his manager said they will no longer do it b/c it's a liability. He kindly said he didn't know why it was a liability and was as confused as I was. He was really nice and seemed to be trying his best. Upon getting home and pulling in the garage under lighting, I checked out the seats- there was plastic covering the drivers seat & rugs covering the others. I was also surprised that the seats (fabric) looked untouched like the roof. Overall, incomplete job :(

  

  Business response

  03/15/2022

  Thank you for reaching out in regards to the service you received.  Can you please provide the location you visited so that we may forward your concern to the proper supervisor? Thank you.

  Customer response

  03/18/2022

  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: They simply asked what location. To answer their question, the location is: 3205 Orchard Park Rd, Orchard Park, NY 14127. Regards, ****** 

  

  Business response

  04/06/2022

  Thank you for contacting us regarding your recent experience at Delta Sonic.  We are sorry for any inconvenience you have been caused and apologize that the services you received were subpar - it is the exact opposite of what we pride ourselves on.  Please be assured your comments will be used for coaching and training employees. We allocate 4-6 hours for the service however, the actual detail takes 2-3 hours, they should have advised you this when booking the appointment and we're sorry that was not relayed to you.  Another thing that should have been relayed to you is that we discontinued the headliner service.  This service is no longer available as the headliner has a water-soluble glue and once any sort of moisture is applied, the likelihood of it pulling away from the ceiling increases. Again, we apologize for any inconvenience and would like to offer a refund in the amount of $179.99 as well as a $100 Gift Card for your troubles. Please confirm if this offer is acceptable and we will have the check and gift card mailed to you.  Thank you.*

  Customer response

  04/06/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ******** and have determined that once the refund and gift card are issued, the matter is resolved satisfactorily. Regards, ****** 

• Initial Complaint

  02/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company has steady increased my unlimited membership over last few years … started at 19 a month for unlimited wash and then increased to 30 a month … so now unlimited is 16 a month I can’t cancel and start at 16!- month until I have been away from wash for a year … which is crazy … this company is a rip off and no one can tell me why … there is no real unlimited plan in place .. it’s a set up to get you in and signed up .. SCAM SCAM SCAM

  

  Business response

  03/08/2022

  New customers receive an introductory rate, which is subject to change and is listed in our terms and conditions.  We do not consider a customer to be a new customer again until they have been out of the plan for at least a year.  Existing customers, after their introductory rate time, are evaluated against the full value of the plan, and discounts are applied for those who are lower than average users.   We do not let customers drop out and sign right back up at a lower rate because that would defeat the purpose of an introductory rate.   Mr. ******** received an introductory rate as all customers do.

• Initial Complaint

  02/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi! I drove my ***** ***** with LP ******* went to this car wash at around 7.30 p.m. on 01/26. When I drove out the wash line, I noticed there were a lot of scratches on my engine hood. My car's body is absolutely perfect before I entered the wash line. I reported to the manager immediately and the manager said it is impossible made by them. He let me filled a claim report and said there are many camera in their wash place monitoring the whole washing process, which can help to judge whether the scratches exited before washing. (The claim number I made was ******) Then I received an mail from them on 01/31, saying that there technology is the best and declined my claim. The mail does not tell what the camera shows. I called there customer service number and they refuse to show me the video. So, my request it: 1. If they can prove the scratch existed before I entering the wash line, show me the video to prove it. 2. If they cannot, then get my engine hood polished or repainted until the scratches disappear. Or pay for the repair fee. Thanks!

  

  Business response

  02/22/2022

  After fully reviewing all the facts in this report and rechecking the matter with our personnel involved, our findings have reinforced our position that there is no evidence the damage was caused at Delta Sonic.  After reviewing every possibility we have been unable to find a cause that could be related to any Delta Sonic procedures.  We serviced hundreds of vehicles on the day of the complaint and did not receive any reports of similar damage. Although we cannot accept responsibility for the damage, in the interest of customer goodwill, we will mail a letter authorizing a courtesy buff service at our Detail Shop.  Once you receive the letter, please contact the Detail Shop to schedule an appointment.  Thank you. 

• Initial Complaint

  01/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On the date of March 23rd 2021, my wife ******* ***** and I visited Delta Sonic on Niagara Falls Boulevard in Amherst, New York. Our car, a silver 2018 ****** ******* Premium Plus, sustained damage to the front end in Delta Sonic's car wash. We reported the issue to Delta Sonic and our insurance company, *****. ***** told us to file a claim and pay the deductible of $500, which we did. Delta Sonic contacted us later, telling us to go through them for repairs, but we had already gone through *****. We continued to reach out to ***** and our claims adjuster, ****** ******, who contacted Delta Sonic for resolution. On October 15th 2021, Mr. ****** contacted us to explain that after several failed attempts to contact Delta Sonic, ***** had finally handed our case over to a collections agency. After this, Delta Sonic was finally responsive and accepted the claim. Mr. ****** said the subrogation package was being sent and we'd hear back as soon as Delta Sonic responded. On January 28th 2022, we called Delta Sonic directly and spoke with Kayleen, and they claimed they had not received the subrogation package from *****. But ***** has repeatedly stated they did send that package to Delta Sonic, and even forwarded us PDF documents showing their dated cover letters. On January 31st 2022 (the day we're filing this BBB claim), ***** contacted us to inform us that they sent the subrogation package yet again. We reached out to Delta Sonic again, this time speaking with Crystal. She reiterated that ***** had not sent the package. From our perspective, it seems as though Delta Sonic is intentionally attempting to avoid paying for the damages their faulty machinery caused. Damage they have repeatedly admitted to causing. We are seeking immediate and full reimbursement of our $500 deductible. Our Delta Sonic case number is ******. My wife is the ***** policyholder under her old name, ******* *****. ****** ****** at ***** can be reached directly at ###-###-####.

  

  Business response

  02/22/2022

  Thank you for contacting us. To date, we have not received any subrogation demand from *****. They can forward their demand by email to ********************* or fax to ###-###-####.  Thank you. 

  
  

  

  Business response

  03/22/2022

  The subrogation proofs have been received and reimbursement to ***** was mailed on 3/18/22.  Thank you.

  Customer response

  03/23/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution satisfactory. It is upsetting I had to go to such great lengths to have this handled, but I'm glad I wasn't forced to take this matter before a small claims court. Thanks to Delta Sonic for finally doing the right thing. Regards, ******* *****  

• Initial Complaint

  01/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 30th, 2021, i took my 2012 ***** ******* to the delta sonic, Henrietta lube in Rochester NY, on said date and time I drove this vehicle into the delta sonic, after said date in time i had to be pushed out bay and towed to shop. The worker performing the oil change broke the oil filter cap in half on said vehicle that was in perfect condition upon arrival, now said employee claims that the cap was over torqued from previous oil change, however if that was the case, wouldn't you be able to tell that by the amount of pressure you would have to apply, which give you the opportunity to say "we are going to pass because we don't want to break it", but no he applied so much pressure that he broke the top completely in half, now that's clearly not a little pressure. However on said date while waiting for the tow truck, I see the same man, come from purchasing lunch and crash into the pipes on the ground and have to back his truck off of them in front of the same bay he worked on my vehicle at, i was told by delta sonic this has no merit on the situation when it clearly shows recklessness, and possibly under some type of influence, we don't know only thing we do know is this vehicle drove in fine, oil filter cap fine, definently not broken, now having to be towed away with a broken oil filter cap car not being able to be driven, seem like they fault to me, i find it to be bias for a company to be able too judge they own claims, especially ones that they know will be a expensive fix. They come back with said finding to be not they fault, and being over torqued from previous shop therefore leaving them not liable

  

  Business response

  01/20/2022

  Mr. ********* came in to our location for an oil change. This was his first visit with Delta Sonic for any oil change related services on his ***** *******. Upon removal of the Oil Filter housing cap it was discovered this part was over torqued and cross threaded by *** ****** ********** (Mr. *********'s previous shop). Unfortunately with this being over torqued and cross threaded it caused the cap to crack. The cross threading is the root cause of the crack. This cross threading was done by *** ****** **********. Regardless of this being pre-existing damage Delta Sonic did pay in full to tow Mr. *********'s ******* to the shop of his choice as a goodwill gesture. Unfortunately, there is nothing further that we can offer at this time.  

  Customer response

  01/21/2022

  Better Business Bureau: Delta sonic is being untruthful about there workings, I can bring the truck in for inspection to show they were not cross threaded, I have photos of the same worker crashing his truck into the pipes on the ground right in front of the same bay he damaged by truck in 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.   Regards, ****** *********

  

  Business response

  02/11/2022

  We fully appreciate and understand your feelings regarding this matter however, after a thorough investigation, our findings have reinforced our position that the damage in question could not have been caused as a result of our service.  We regret the inconvenience involved but must stand on our original judgment of denying responsibility for this claim. 

• Initial Complaint

  01/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction 12/14/21 Amount paid $89.98 A full car detailing/ focusing on shampooing mat carpet. They kept my driver side *** floor mat. Put the other 3 in the trunk when went to place them back over my carpet I noticed it was not there. Went and filled a claim with them. They sent me a letter saying they watched the surveillance and that I only have 3 mats when I got there which is a total lie. I asked if I could be shown this video and the customer service guy I talked to on the phone said no. That I would have to file a claim with my ********* insurance to be shown the video. Claim number is ******

  

  Business response

  01/21/2022

  Thank you for contacting us.  If you would like to view the video we have available, please contact us to schedule an appointment with the Site Supervisor to see the video at the location where you filed the claim.  Thank you. 

• Initial Complaint

  12/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Incident: August 30, 2021 Nature of Problem: Delta Sonic equipment malfunction which caused damage to the grill. Amount for Damage: Requiring full payment for the damage. The Preliminary Estimate from the car dealer, ****** ****** ********* ********* ******, to fix the damage is $1,633.13. Contact from Delta Sonic: 8/31/21- Met with Location Manager, Travis, who took down the claim information and took pictures. 9/3/21- Received a template letter response stating they are not responsible for this "newly discovered damage". 9/13/21- Met with Regional Manager, Kevin, who also took down claim information and pictures. 9/16/21- Received another template letter stating that "our car wash could not have caused the alleged damage"... 9/29/21- Sent a letter to Amy A******, General Counsel, describing the damage and demanding satisfaction. Attached to this letter is the Preliminary Estimate from the car dealer detailing the damage and providing an estimate to fix the damage at $1633.13. Amy A******, GC, (###-###-####) left a voice mail in response to my letter demand on 10/22/21. She called again on 10/23/21 and we discussed the damage to my car. In our discussion, it was clear that she did not understand the actual damage Delta Sonic's machinery caused to my car. While I was in the car wash the car wash stopped operating twice. The last time it stopped it was for a lengthy period. Once it was clarified that it was damage to the grill, that appeared to be from a long hot rod resting on it, she said that she would review the file and provide a response. I left voice mails on: 11/4/21, 11/12/21 and 11/19/21 and never received a return call. Claim Number: The Delta Sonic Claim Number is: ****** Please see attached documentation.

  

  Business response

  01/19/2022

  After carefully reviewing your claim and the investigation performed by our Site Supervisor, our findings have reinforced our position that the damage in question is not consistent with damage caused by our wash process.  The location of the damage helps us determine what equipment contacts this area. The damage to your vehicle does not match up with the mechanical design of our equipment and the way it interacts with your vehicle during the wash process.  A video review also shows the damage in question was present prior to entering the car wash.  If you are interested in viewing the video, please contact us to schedule an appointment to see the video at the location where you filed the claim.  While we are sorry that you found this damage to your vehicle, we are unable to accept liability for the damage based on the findings of our investigation. 

  Customer response

  01/24/2022

  Deltasonic Claim ****** (Dispute)The response from Deltasonic is unacceptable!At the start, Ms. A******’s team provided her with incorrect information related to the damage asserted. As stated to Amy A******, General Counsel, over the phone on October 23, 2021, the damage is not related to the bug spray placed on the bumper before entering the car wash. And, if the damage was present before placing the bug spray on the bumper and entering the car wash, I would have most certainly seen it.Attached is a picture of the damage in question. It is clear a hot vertically directed piece of equipment rested on the grill for an extended period of time to cause the damage. The fact that the car wash stopped twice during the wash, the 2nd time for an extended period of time, is consistent with a hot vertically directed piece of equipment resting on the grill causing the damage. Ms. A****** said she would review the documentation/tape again with the corrected information and provide a response. None was forthcoming. At this time we require a copy of the video for our review. It is obvious that it only shows the car entering the car wash. As stated, the damage happened INSIDE the car wash. Please note, this matter has gone unresolved for too long. If this matter cannot be resolved amicably in this forum, I retain all the rights and remedies allowed to me by law related to this Dispute.

  

  Business response

  02/07/2022

  We fully appreciate and understand your feelings regarding this matter, however, we must stand on our original judgment of denying responsibility for this claim. We recognize your right, as a consumer, to seek recourse through Small Claims Court. Therefore, our decision was made after giving your claim every consideration.  Thank you. 

  
  

• Initial Complaint

  12/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In summer of 2019 I cancelled my Delta Sonic unlimited car wash when I moved. I restarted in January 2021 at a different location. In auditing my banking statements I have discovered that they have been charging my account using expired and stolen cards for years. All charges from store 1802 for $18.48 from July/August 2019 - December 2021 need to be refunded. All charges for Amherst 1811 for $21.74 They have been double charging me for unlimited washes for an entire year and illegally charging me for cancelled services from the summer of 2019 - now. By my calculations I am owed 18.48 x 29 months = $535.92 plus 21.74 x 3 months = $65.22 for a grand total of $601.14 I want Delta Sonic to remove any and all banking information associated with my name from their system. Cancel anything showing as active.

  

  Business response

  01/28/2022

  Thank you for contacting us.  Our Unlimited Department manager called you twice and also sent an email on 1/27.  Please contact us back at your earliest convenience so we can gather some further information.  Thank you! 

  
  

  Customer response

  02/08/2022

  I provided the company with all pertinent information and what I could not provide they found internally themselves. I had contacted them prior to contacting the BBB. They did not reach out to me until after I filed the complaint. 

  

  Business response

  02/11/2022

  We processed a  6 month refund on two accounts as a one time courtesy refund totalling 241.32 to the credit card ending in 0206. We normally do not refund for non usage for a plan and at the time of your request we have no records of any prior cancellation.  Both of your plans have been canceled since your most  recent request back December 2nd. 2021. Thank you. 

*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. ↩