My entire family and I have been coming to this car wash for years, and we've purchased more car…read morewashes than I can count. Until recently, we had never had a bad experience. Unfortunately, my last two visits have been extremely disappointing, and the way I was treated during my most recent visit has ensured I will never return.
About two months ago, I purchased the Ultimate Car Wash, the most expensive wash they offer. I wasn't completely satisfied with the cleaning, but I gave them the benefit of the doubt, assuming the employees were rushing because I arrived close to closing time.
Fast-forward to Monday, October 12, when I purchased the Ultimate Car Wash again because I wanted my Honda Pilot's interior and exterior thoroughly cleaned. Right away, the attendant attempted to charge me for add-ons I had declined, although he did remove the charges when I pointed them out. Inside, I also questioned another charge, and the employee at the counter insisted I must have told the attendant I wanted that service. I found her tone rude but let it go.
When I drove away, I immediately noticed areas that had clearly not been wiped down. My large touchscreen still had dust and fingerprints all over it, and upon inspecting the vehicle at home, I found several other areas that had been missed. These were basic cleaning tasks I reasonably expected to be completed, especially after paying for their most expensive wash. Having experienced similar issues two months earlier, I was frustrated by what felt like another careless job.
About an hour after my wash, I emailed the business to express my concerns. The owner, Richard, called and offered to clean my vehicle again for free. I politely declined, explaining that this was the second time I had purchased the Ultimate Wash and been dissatisfied. I simply wanted a refund, and Richard agreed, telling me I would need to come in to receive it.
On Wednesday, October 14, at approximately 5:45 p.m., I returned after work for my refund. The man working at the front desk told me Richard was not there and that he needed to inspect my vehicle before issuing the refund. I agreed and offered to show him the pictures I had taken and emailed to Richard on Monday.
Rather than handling the situation professionally, he immediately questioned why I hadn't returned right after the wash to have the employees fix the missed areas. I explained that I had other places to be and that it was not my responsibility to rearrange my schedule to have a service completed properly after already paying for it.
As I pointed out the areas I was unhappy with, he told me my vehicle was very dirty and that I clearly didn't get car washes often. He then told me my standards were too high and that if I wanted a professional detail, I should have gone somewhere else.
I was appalled. I paid for the most expensive car wash they offer. I was not asking for a professional detail or anything unreasonable. I was asking for the basic cleaning included in the service I purchased. There is a difference between expecting perfection and expecting someone to wipe down the surfaces they are supposed to clean.
What made this experience even worse was the complete lack of accountability. I did not receive a single apology. Instead, this employee repeatedly blamed me, criticized the condition of my vehicle, and dismissed my concerns as unreasonable. His attitude was rude, arrogant, and completely unprofessional.
When I finally told him that the way he was speaking to me was unacceptable and that I simply wanted my refund, we walked back inside, and he allowed the door to close directly in my face. I ultimately received my refund, but the way I was treated was disgraceful.
My family and I have supported this business for years and spent a significant amount of money here. I never expected to be treated this way when simply trying to resolve an issue with a service that did not meet expectations. These last two experiences have completely changed my opinion of this establishment.
The poor cleaning was disappointing, but the customer service I received on Wednesday is what truly lost them my business. Mistakes happen, but how a business responds to customer concerns says everything about its professionalism and respect for its customers.
I sincerely hope management addresses both the quality of the cleaning and the way customers are treated when they raise concerns. After years of loyalty, I will not be returning. It is incredibly disappointing to see a business lose a longtime customer over poor service and an employee who showed absolutely no respect or willingness to resolve the situation professionally.