Technology seems to kick these people's rear ends. I almost never show up and am able to drive through the gate - the scanners to pickup the plates is often not working and someone has to stand out there to type my information in.
A few days ago I went and the scanners were not picking up my plate. After waiting a few minutes and no one came out, I backed out of the stall and went into another one. Luckily that one was working. But it is annoying to have to do that and thankfully there were no people around otherwise my only option would have been to pay for a wash when I already have a monthly pass.
I decided to cancel my plan (they do not offer anything except monthly so it makes canceling very easy). I called their Lack of Customer Service department , using the 855 number on their website, and after selecting the option to cancel my plan, I had arguable the most unprofessional and disrespectful Indian women on the phone. She very happily told me she cannot help and that I would have to go to the location. I then asked why canceling was an option on their phone queue if they cannot help - she said well I can take your information and send it to the location if you want.
I figured why not so she started asking for my information. Please refer back to my initial statement that Technology kicks their butt. So their Lack of Customer Service department does not have a computer apparently, so they need your name, address, phone number, email, credit number, and billing information s they can email it to the location and have them cancel me. This was clearly a scam so I told her no way and I advised I was verbally removing my approval for them to charge my credit card. Her response was to say that's not their policy. I told her i would just dispute the charge on my credit card - she said "well we are on a recorded line so good luck."
I was SOOOOOOOO mad that this worthless human was taking enjoyment out of not being willing to help. So I went to the location the next day - they have no way to get into the office without going through the car wash line first. So they limit who can help you and require you to pay for service in order to access them.
Once I got into the office they had me fill out a form which again wanted my personal information but at least they were not asking for my credit card and billing details. I watched the kid - he put in my license plate number, hit cancel, and it was all done. I explained to the employee my experience and even he said what happened on the phone sounds like a scam. I told him I called the number on their website so he may want to look into that. But I will say - this person in the location very nice.
These people want to collect all your personal information before they help you and none of that information is actually required to accomplish their tasks. They may sleep better at night knowing they have all my information - but that is no reason to take it. So I strongly urge you to avoid them as there is something seriously shady doing on here with their need to have personal information that they really do not need.
For recommendations: fire the Lack of Customer Service women - she is worthless, rude, and gives your organization a really horrible image. Then you need to promote the kid at the location to teach EVERYONE how to give customer service and care about the customer., Lastly, hire an IT person and get your technology figured out. It is 2024, I should be able to log into a computer to cancel my service or at the very least, I should be able to give you my license plate information (maybe confirm an address and/or phone to confirm it's me) and then process my cancelation over the phone. If you personally had a service (cell phone, TV/Internet, Car, credit card, etc...) and the company said you can only conduct business by coming in person ... would you stay with them??? read more
