Very disappointed with how the monthly membership is being handled at the Quail Valley location in Abilene.
When we signed up for the monthly subscription, we specifically talked to the employees about the fact that our trucks sometimes get muddy. We were told that wasn't a problem. We were actually told that if the trucks were muddy, sometimes we might have to run them through the wash a couple of times to get them completely clean. We were fine with that, and that was part of the reason the monthly membership made sense for us.
Today I showed up with my truck after the recent weather. It had mud and dirt on the sides, running boards, and around the tires, but it was nowhere near being completely covered or caked in heavy mud. The back of the truck wasn't even muddy. The lady working there told me that they were "limiting muddy trucks today" and that I would have to go somewhere else to wash it.
That doesn't make sense to me. I'm already paying Mister Car Wash every month for a membership. Why would I leave the car wash I'm paying monthly for and spend additional money at another car wash simply because this location decided that day they were limiting muddy trucks?
After this happened, I went back and looked at Mister Car Wash's published Unlimited Wash Club membership terms. I couldn't find anything specifically stating that muddy vehicles aren't allowed, any definition of how much mud is considered too much, or anything saying members can be turned away because a location is "limiting muddy trucks" that day.
I understand that any business can have reasonable limitations. If somebody pulls in with a truck completely covered in thick, caked-on mud that could damage the equipment or create a problem for the wash, I can understand that. But that's not what I brought in today, and I have pictures showing exactly how the truck looked when I was refused service.
My biggest issue is the inconsistency. If muddy vehicles are restricted, that needs to be clearly disclosed when someone purchases a membership, especially when the customer specifically asks about muddy trucks. We asked that exact question when signing up and were told they were fine and that we might simply need to go through the wash more than once.
I'm paying every month because I expect to be able to use the service based on what was explained to me when I purchased the membership. I shouldn't have to pay another car wash every time it rains because a location decides that day that my truck is too muddy.
If this is an actual company policy, it needs to be clearly stated in the membership terms and explained when memberships are sold. If it isn't company policy, then this location needs to be consistent about how it handles paying members. read more
