Were paid to wash and detail interior of my partners vehicle. The front bumper is slightly 'off'…read moredue to being caught while reversing. It is not in danger of coming loose unless a large amount of force is applied.
Zoom staff elected to hold the bumper on with pvc masking tape, attached to the bumper, and to the drivers side quarter panel (rather than to the wheel, or under the bonnet as other car wash venues do...) which has then peeled the clear coat off the adjacent quarter panel, where it had been applied, leaving the panel damaged.
In addition, they charged an additional $35 to clean the interior over and above the quoted/signed price, as there was dog hair present.
However, after 'completion', the dog hair was still all through the boot and rear seats. Internal windows were only partially cleaned and wiped also, leaving a line at the top of each window of smudged dirt, and clean window beneath.
Contacted them on SUNDAY to arrange some type of discussion on the matter, only to be ignored until Wednesday, when we began chasing this up ourselves and was told by a staff member on the phone that we would be refunded the detail cost, and a discussion would be had regarding the other damage, and that the reason we had not been contacted, was because they expected us to show up at the premises.
So, we show up at the premises today to show them the vehicle, where the 'Manager' (and I use that term loosely, given how well he 'managed' this situation...) began by repeatedly talking over the top of me, as I tried to list the issues I was unsatisfied with, and immediately began deferring blame for the damage by pointing out a miniscule 'ripple' in the paint, less than 1mm from the damage, and alleging that this evidence of the paintwork on that panel being damaged prior. I then attempted to return to outlining what I was unhappy with, at which point I was again spoken over and told 'I'll finish that off now'.
In the face of this ignorant, and appalling customer interaction, I became quite irate and quite upset. At which point, after swearing at me, the Manager then demanded I leave and went and hid in his office, refusing to speak to me, or allow his staff to speak with me, to resolve the matter.
At no point did this person attempt to LISTEN to the customers complaint, and further told me the reason for the total lack of response and acknowledgement of our initial complaint, photos and emails, was because he was having two days off. (Not because of the confusion his staff had alleged either.)
All in all, this experience is woeful.
We were charged for services that weren't provided, and advised a refund would be given. The 'Manager' refuses to give one, and said they will simply finish off the job, ignoring the inconvenience in attending again, or the time etc in doing so. There was also no apology forthcoming.
I would not recommend this company, nor this manager to any person. We are now having to approach Fair Trading, ACCC and our Insurers, and pursue this matter via relevant authorities, as we have no confidence that the Manager here will so much as LISTEN to the complaint in the first instance. The rudeness, which began the moment I started speaking and highlighting the issues, demonstrates that at NO POINT did this person ever intend on resolving the matter to anyone's satisfaction but his own.
In 41 years, I have never experienced an interaction regarding a complaint like that. The outright arrogance, rudeness and insulting manner in not even listening to the issues before making declarations, was appalling.
Do yourself a favour, and go ANYWHERE but here.
