ComplaintsforNinja Xpress Car Wash

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2008 Jeep Wrangler on Sunday evening November 5, 2023 to have it washed. Entered the wash and the brushes on the right side broke my outside rearview mirror on that side. There was nothing wrong with the mirror before, not loose, broken or anything else. Ninja Express refuses to reimburse me the $70.00 cost to replace the mirror.

  Business response

  11/20/2023

  The customer damage claim was denied due to the following:

  - Car Wash attendants performing pre-wash noted that the mirror appeared to be damaged. Standard procedure includes noting existing damage observed during the pre-wash process.

  - Upon review of video recordings the manager was able to determine that the mirror had prior damage or part failure due to age.

  - Disclaimer sign posted at the entry of the wash bay indicates that the was is not responsible for vehicles more than 5 years old.

  When a customer damage claim is filed it is standard procedure to review video evidence and interview attendants to determine if the wash is responsible.  The wash manager must still follow all procedures, even if the vehicle is older than 5 years. However, in this instance there was video evidence of prior damage or part failure which isn't unexpected in a vehicle that is 15 years old. As a result, the claim was denied.

   

   

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle in to get it detailed on the interior seats are completely soaking wet to the touch 36 hours later. I called trying to get them to suck the rest of the water out and was told that it’s my problem and they do nothing wrong, my seats are completely ruined. My appointment was 130 to 4 on June 19, 2023 and even at 5:30 the car was still completely soaking wet. I haven’t had issues to the point that my check engine light came on.

  Business response

  07/24/2023

  We do not show performing a service for **** ****** on 6/19. 

  Business response

  07/25/2023

  I talked with the store manager and I believe it is ****** ******. 
  
   
  
  At the time of pickup, the store manager explained to the customer that he wanted the technicians to spend additional time on the vehicle to ensure excess moisture was removed. The additional moisture was due to excess dirt, debris, or stains requiring multiple cleaning processes. $50 in additional charges usually apply in those conditions but the manager waived them for this customer. The customer declined to wait any extra time and took delivery. A warning light was illuminated for traction control, which was remedied immediately by the store manager. The manager gave the customer passes for free services as compensation for having to wait while they performed the warning light reset. The customer was informed that they could return at their convenience to have additional moisture removed if the customer felt it was necessary.
  
   
  
  Days later, the customer returned stating that there was an odor in the vehicle, likely due to excess moisture and very warm outside temperatures. The manager performed an odor removal service (retail value $50.00) free of charge. The customer then indicated that they no longer wanted the free services previously offered and demanded a full refund for the original detail service. The manager indicated that he would be happy to remedy any specific issues that the customer had with the detail service but would not issue a full refund since the customer was informed of excess moisture at time of delivery, no excess dirt, debris, or stain charges were applied, the customer received future free services, and the customer received a free odor removal package.
  
   

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