ComplaintsforBrightworks Car Wash

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 19, 2024 I used Brightworks Car Wash in ********, **. This is only my third time using any type of automatic car wash. I have hand washed my vehicles for over 15 years knowing the consequences of using automatic car washes. After just two visits, I felt more comfortable using this establishment and believed that if anything were to go wrong that they would be obliged to make it right. Nearing the end of the drive thru car wash, one of the spinning brushes became lodged in my driver side mirror. There was an audible pop when it became dislodged but I didn't immediately notice any damage. Upon exiting, I noticed the mirror seemed to be out of adjustment. To my surprise, the mirror assembly was nearly separated from the base. I addressed the issue with *********. Before attempting to file an incident report, ********* haphazardly began forcing the mirror assembly back into position. ********* immediately posed a defensive response claiming that ********* and *******'s regularly use this car wash and that the damage could not be their responsibility. After his failed attempt to "fix" my mirror, he provided an incident report. I was told this would be addressed by the owner on Monday, 1/22/24. After I did not receive any contact, I remained patient and waited until Friday, 1/26/24. I returned to the car wash on Friday and to my dismay, the owner was not present. Additionally, ********* informed me that they would not be taking any further action to repair my vehicle. ********* then refused to give me a name or phone number of any of his superiors. He did point out a sign that recommends that customers fold their mirrors before entering. I was never directed to do so and observed every vehicle currently at the car wash not folding in the mirrors. If this is to be enforced, it should be done before entering and not used as a disclaimer after damage has occurred. This was a very disrespectful interaction with every member of this team including the owner.

  Business response

  02/26/2024

  We are most certainly aware of this incident and after further investigation on said vehicle type and year, there is a known issue with the side mirrors becoming loose over time for no apparent reason - specifically the driver's side.  Given the vehicles age and that the mirrors were not folded in prior to entering the wash, we have declined responsibility on the side mirror.  

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I requested that my monthly car wash pass be cancelled since I was moving out of town. The request was made prior to the next charge on my ***** but Brightworks indicated they were unable to locate my account. After a couple days, they located my account, but an additional charge had occurred. When I pointed out that I made the cancellation prior to the new charge and would like a refund - they refused. I believe I am entitled to a refund for the unused month since the cancellation was made in a timely manner.

  Business response

  07/07/2022

  Our policy for membership cancellation is clearly stated on our website in several locations and I have provide a link below

  https://brightworkscarwash.com/terms-conditions/

  Our policy is very clear that cancellations must be provided 10 days prior to the credit card billing date, which is the date the automatic recharge takes place every month as long as the customer doesn't cancel the membership.  In this case, the customer reached out to us on the 3ed of July and his membership automatically recharged on the 4th of July.  This has to do with the credit card processor and it's a policy that has been in place since the inception of our organization.

   

  Customer response

  07/08/2022

  Complaint: 17527291
  
  I am rejecting this response because:

  
  

  No "policy" was ever presented to me during the purchase and when I asked about the policy yesterday, they said it was verbal. More importantly, to show the dishonesty of this organization I encourage everyone to view the ****** review I posted for BrightWorks Car Waas ********, and you will see the following duologue, in which they promised to refund mu money:

  
  

  Local Guide7 reviews

  2 days agoNEW-Write a review

  I had been a long-term monthly pass holder. Unfortunately, I moved out of town and no longer had a use for the service. I sent an email to cancel the account PRIOR to the next monthly charge, but they said they "couldn't locate my account." It was their fault they didn't cancel prior to another months charge, but they refuse to refund. Unbelievable. My cancellation was made prior to the next charge, so I'll take it up with my **** and I'm certain they will issue a refund.

  Response from the ownera day agoThank you for reviewing Brightworks Car Wash, C. *************************, PhD.
  
  Our policy states that cancellations on memberships must be made 10
  days in advance of your recharge date to prevent the next recharge from hitting your credit card, which has to do with the credit card processer - we have no control over this. We sent you an email to let you know that we'll be issuing a refund as an exception to our policy, but yet you quickly fired up your keyboard to post a 1 star review after you have told us what a great service provider we have been to you.
  Not sure what your point is here, but we want to make sure that you know we appreciate your business and we wish you the best of luck in your move.

  
  Regards,
  
  *****************************

  Business response

  07/11/2022

  We never disclosed that our policy was verbal.  We simply advised that we "recommend" cancellations are made 7 days prior to the automatic recharge anniversery, even though our policy is clearly stated as 10 days prior to the billing anniversery date.  We have some customers that cancel 5 days prior to the billing anniversery and their credit card does not get charged on the billing anniversery.  We have no control of it, as it is in the hands of our credit card processor.  The reason our policy states 10 days priot to, is because we can be certain that this will avoid the recharge with 100% certainty, cancelling 7 days prior to has provided a 99% cancellation rate with no recharge on the anniversery date.  ***************************** cancelled the day before his card was set to recharge and that was the real issue.

  We were certainly willing to provide a policy excepotion and issue a refund in the amount of $30, but once we saw that he posted a 1 star review on ****** stating that he was going to take it up with his **** Card after we advised him that we would provide a refund and our email was ignored, we quickly changed our tune as well and opted not to refund the $30.   Why would we provide a refund to someone that has clearly notified us that they will be disputing the charge on their credit card?  

  This has noithng to do with dishonesty, this is a customer that went rogue on our staff for no good reason and for this reason, we wish him the best of luck in his future endeauvers.

   

  Customer response

  07/12/2022

  Complaint: 17527291
  
  I am rejecting this response because:

  Their recitation of facts is inaccurate. Please see Attachment marked Brightworks, which was the final communication we had via email. It clearly states they will make no such refund. After receipt of their rejection, I posted a ****** review to which they responded that they stated a "refund would be made," which is attached as Brightworks ****** review and response. They clearly stated no refund would be made, which was the catalyst for the disappointed review and the indication that if they continual refusal to refund my money, I would seek other options. Brightworks is remiss on honesty or doesn't know the facts, as demonstrated by documented evidence. While I continue to exhaust effort to resolve this without involving ***** I will engage them if required. Anyone reading this can see a cancellation was made in accord with policy and was made prior to any new charge. Reviewers can also see that Brightworks couldn't locate my account causing further delay in the cancellation. Their inability to locate my file is not my responsibility. Lastly, anyone can see just how ***** they are being in responses. 

  Regards,
  
  *****************************

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