I purchased an Unlimited Wash package at the newer facility on Memorial Drive which allows it to be interchangeable between this location as well as the one on Firetower Road. My original purchase was in May 2017. I was explained how the program worked, and if at any time I decided to cancel, I would need to do so before by next month's withdrawal. On the morning of August the 21st, I contacted the location on Firetower and spoke with Christine, I informed her that I was calling to discontinue my enrollment in the unlimited car wash program because I purchased eyelashes that were placed on the headlights of my car, and because of those, I could not go through the car wash. Christine cancelled my enrollment, but I had to ask her about a refund. She proceeded to tell me that it is normally not a practice to give refunds, but she would let me speak with the Supervisor on duty. Trevor came to phone and in his explanation, stated that my renewal date was the 15th so I would have had to contact them before the 15th. I told him I thought my renewal date was the 22nd, he explained to me that my original purchase was on May 15th and was to be renewed every month on the 15th. The automatic draft would attempt to take the payment from my credit card up to 7days after this date, and for the months of June & July when it reached for the payment on the 15th, it wasn't there... However, it was able to retrieve the payment on the 22nd of those months. He asked me if I could remove the eyelashes on my car in order to continue using the wash for the remainder of my period for the month. Even though I felt like that was a terrible solution, I did not argue however I told him that was not an option. He stated he would have to speak with the owner, Chris, in order to issue me a refund. He also stated that because Christine had already cancelled my enrollment, they had no record of the card I had on file and the refund would be prorated and I would have to come and pick it up because it would be in cash. It was but 12ish in the afternoon when he and I spoke. He assured me that he would call me back the next day which was the 22nd. I did not receive a call.
I called back on August 29th and spoke with Christine. She was again very helpful and offered her apologies that no one had contacted me back yet. She stated that Chris, the owner, was already gone for the day and this was Trevor's day off. She assured me that she would take my name and number because she remembered speaking with me previously and would have him call me back when he returned to work. Today is September 4th and I have not received any return call. I feel this is beyond unprofessional, and I would like the owner, not the supervisor on duty, to contact me to resolve this matter. I wanted to transfer the voucher to someone else for them to use, but because I have not been contacted back, I have not been able to ask. The 15th is 11 days away, and I feel that I have given them enough time to respond for such a simple request.
Thank you in advance! I look forward to your positive response! read more
