Came back to USA Car Wash because I was a happy customer. BUT THIS TIME THEY FCKD UP BIG TIME!!!
Customers Be Warned: that they take returning customers, and your money, for granted!
They really BS-ing customers on the estimate of time for a job, even for returning customers!
Raffi, the boss, up sold me an extra $20 for a tiny buffer job, on top $100 interior detail job. But, I didn't mind because I was a happy returning customer. So, two Fridays ago, I figured I give them extra money for his business.
I even asked the same guy who did my car last time Jairo. Moreover, I followed Jairo's advice to blast on the heater for next 45 minutes to let the interior dry completely after he completed the job.
However, 2 days afterward the car stank really bad. It smells like a musty mildew. I gave Raffi and his team a benefit of doubt by giving a couple days to dry naturally.
Nonetheless, the musty stink stayed on for the next 7 days, and I had to suck it up.
I came back last Friday noon. The boss wasn't there but Jairo was there. I told them that it has been 7 days and but the stink doesn't disappear.
Jairo told me that interior was completely dried after a week. He gave me an excuse it must be from the ventilation, and he sprayed air freshener in the front and back ventilations. That worked for 36 hours but the musty stank resurface as the air freshener vanished.
Called Raffi yesterday afternoon, and complained about it. He told me to come by. We agreed to come back this Monday morning because the they were busy and didn't have time to fix it yesterday.
10:15 AM today -- I came and met with Raffi. Asked him to smell the musty-mildew stink inside my car although it has been 10 days AFTER his employee completed the interior shampoo detailing job. Raffi immediately knew the what caused it.
Even though I gave Raffi & his team the time they asked to complete interior detail job, which was 3 hours + 30 minutes extra, two Fridays ago...
Jairo skipped a step in drying the carpet before he placed the mats back.
Raffi was waxing a different car when I arrived to USA Car Wash this morning. He'll solve the musty smell issue and literally said to come back in 3 hours. Moments later, Jairo arrived to workplace and Raffi said that it's good that Jairo came to work today. Jairo would fix the musty mildew smell caused by his own work.
1:30 PM - I arrived excited to USA Car Wash just to get extremely disappointed. Jairo Or Raffi didn't do anything at all!!! -- not even 1% job.
All I saw was Jairo blasted on the heater and saw my car exactly in the same condition as left it 3+ hours ago at 10:15 AM.
I confronted Jairo... WTF!?!?!?!? You wasted 3.5 hours of my life just to hear an excuse that he got was busy and actually prioritized cleaning other car first!!!
Called the boss, Raffi, immediately and he wanted to talk to Jairo. Afterward, I heard the same bullshit that Jairo told me.
I confronted the owner, Raffi, and asked for $120 refund over the phone because he and his team wanted 3.5 hours (two Fridays ago) + 3.5 (today) and I gave them what they wanted!
But, no recourse has been done by him and his workers at all l, after the amount of time they asked and promised to fix the problem has expired.
Raffi told me "What! You Want a Refund!??. I'll offer you free car wash!" I said the owner you had wasted 7+ hours of your loyal customer's lifetime, after I agreed to all your business required and I have paid the cost in full too!!
He told me to give Jairo 5 minutes to complete the other car first, let him fix it first. I said 'Eff This!!!' You have broken a loyal customer's trust by renegading everything that you promised to deliver on time!
2:11 PM -- Jairo competed the fix. It only took 35 minutes to complete the recourse necessary.
Now, in any sane and honorable business practice, Jairo or Raffi would have started to fix the problem around 10:35 AM. Thus, my car will completely be ready by 1:00 PM.
The time Raffi promised me that it'll be ready.
Had Raffi managed his team better, he would have delivered on his promise as a business owner. Consequently, as always, I would have been a happy and loyal customer. Sadly, this is not the case in my recent experience.
Raffi, i understand that Time is Money in your business. Yet, from a customer's point of view:
Time is more precious than money!!!
This is the reason why I didn't mind paying $120, for a $100 job, two Fridays ago. read more