ComplaintsforBrentwood Auto Wash

• Initial Complaint

  10/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took my **** Porsche 911 Carrera through the car wash today around 9:30am CT and the front passenger wheel suffered a 2-3" wide chip in the wheel. I asked what I perceived to be the manager to help me address the issue. He took my receipt away from me and did not return it. I walked through the carwash with him and identified exactly where the damage was coming from. The foam protection on the aluminum bar as you enter the first tunnel had been chewed up and ripped apart, exposing the metal bar as it makes contact with the car. He accused me of lying, said that the damage was old, told me that they have never ever had this issue with any car and they wash so many Porsche and ******* etc. I told him that I didn't want to fight, I didn't even want anything from him, I just wanted him to know it's a problem and that I'm not lying. He followed me to the car arguing and accusing me of lying, I tried to end the conversation but he would not stop arguing at me. I got in the car and drove away. They have damaged the wheels on several of my cars on three different occasions. He refuses to accept an responsibility, or help in anyway and just lies and argues, telling me not to bring my car here anymore. The first time this happened several months ago he made me so frustrated I yelled at him. He has a very toxic personality. Eventually I went back an apologized to him for losing my temper. I want my car wash refunded, I want my wheel to be paid for repair at a shop of my choosing and I want this employee terminated.

  Customer response

  10/10/2022

  I spoke to the owner. He called me a liar, refused to make any accommodation or even acknowledge the issue. Told me never to bring any of my cars here again. He said nobody has ever had an issue or filed a complaint with them before. I tried to be very patient and professional throughout the conversation. These are not professional people.

  Business response

  11/17/2022

  ************** has accused us on multiple occasions of scratching his rim as noted in his letter.  The time before this, he cussed at our manger and then later came back to apologize telling him he didn't deserve to be treated that way. 

  We take damage claims seriously and realize that any damage to a vehicle can be extremely frustrating.  After each reported incident from **************, we have reviewed our equipment and it has been found to be in perfect working order. We a sign of good faith, we showed ************** our equipment.  He thinks the damage was done because a soft foam roller had some light wear on it. Large aggressive truck tires will cause light wear on these rollers since they are made of soft foam, but ours were still fully functioning with plenty of life remaining.  The rollers purpose is to keep the **** away from the bumper of the vehicle before it engages the rim, not to prevent to prevent it from scratching the rim. The **** itself keeps the brush at the proper distance and tension on the rim.
  

  We have several Porsche 911s in our unlimited club that wash weekly, with no such damage. Our equipment does not discriminate. It preforms the same actions on every vehicle so it is not logical that our equipment would only only be damaging his rim.  We have been in the business for almost 40 years and we have a deep understanding of our equipment.
  

  We explained this to **************, but he continued to argue/disagree with us. We did not call him a liar. We simply stated that we see not see any correlation to his claim and our business and that there are many ways to scratch a rim (commonly referred to as curb rash from a wheel rubbing the inside of a curb or pot hole) other than a car wash. Vehicle imperfections tend to be more visible after a good wash, however that does not mean we were the cause of them.
  

  Since this is the third time ************** has accused us of the same problem and all 3 times we have found no correlation to our business, we ask that he find a different car wash as this does not seem to be a good business relationship for either party.

   

   

   

   

   

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