Avoid This Location - Terrible Customer Service from Top to Bottom
I'm writing this as a warning to anyone considering the promotional offers at the new Wash Masters in Arlington off Debbie Lane.
My wife and I have been loyal customers at the Grand Prairie (Lynn Creek Parkway) location, where the staff and management consistently provide great service. So naturally, I was excited when the Arlington location opened--it's more convenient for my commute.
On 5/31, I signed up my car, and on 6/4, my wife's, for the advertised $10/month unlimited wash promo for 3 months. My card was charged for each vehicle. When we tried to wash my wife's car on 6/13, we were denied access.
The employee on duty, Ramon, said my wife's account had been flagged and terminated because we had used a previous promotion at the Grand Prairie location. I explained that the old promo had expired and was canceled. Ramon smirked and said, "We don't like when customers use promotions too many times." Shocked by his attitude, I asked for a manager and was told one wouldn't be available until the next day. Ramon told me to move my wife's car out of line. Only after I reminded him they're still offering free washes to all customers, did he reluctantly let us through.
On 6/14, I spoke to Amir, the manager, who admitted he had made a mistake signing up my wife and should've charged full price. He apologized but offered no resolution. Then I spoke with Gabe, the Director of Training, who simply echoed that Amir made a mistake and said the only solution was to charge me full price for the car wash I received during signup.
I asked for the GM's contact info. Gabe walked away, then returned with someone he didn't even introduce. The person was Mason. I explained everything again and calmly suggested that Ramon needs better training. I noted that while I remained calm despite Ramon's disrespectful smirk and attitude, not every customer might react so reasonably. Mason agreed and said Ramon would receive more training.
I requested a refund for the charges, since the was refusing to honor the promotion. Mason later came back, after speaking with Gabe and told me my wife had 20 washes and I had 9 washes at the Grand Prairie location, averaging $3 each. He stated I should be "happy" with the savings we received, he again refused to honor the Arlington promotion that I was charged for. He then told me he was the owner of the location and said his business couldn't survive if customers signed up for promotions and canceled intentionally.
While I was speaking, Mason repeatedly interrupted and talked over me. When I asked him to let me finish, he smirked and accused me of threatening his employee. I reminded him I simply pointed out that not every customer would remain calm in the face of such poor treatment.
It's appalling that a new business from hourly staff members to the owner (Ramon, Amir, Gabe, and Mason) would show such disregard for any customer, let alone customers who paid money to support your business. I'll be taking my business elsewhere, and I strongly advise others to do the same. read more