Complaint Review: Super Star Car Wash - peoria Arizona

My vehicle was a regular at Superstar car wash. I had the paint sealed, first oil change and a number of washes I can't even count. Each and every time it was hand wash, because it was too tall to fit into the regular wash. I was informed this and choose the hand wash each time. On June 17, 2013 I went to Superstar to get my weekend wash. I was there about 5:00 and ordered my normal hand wash. My writer took check in my Jeep and seemed like he was anxious for the day to end. I went in to get my normal snack and drink and wait. The hand wash takes a little longer and it had become a habit.

In a few minutes a SS employee came to me and said we have a problem. They took me to a window where I saw my Jeep crammed into the wash rack and about 7 people perched up on it pulling and wrenching on it. I composed myself even though it was less than a month old. I went outside to get a good look and I was able to snap some pics. I reminded them it was only a month old and to be gentle. SS Supervisor JP Flores completed a Customer Service Report which states SS takes full responsibility. After quite some time my vehicle was dislodged and JP advised me to get some estimates and they would take care of it.

My Jeep's damage consisted of both front fenders paint chipped off, Roof rack torn off-bent (1400 replacement), alignment issues and damage and scratches to my roof. I set out to 5 service centers the first two were above 5000. The last 3 were in range of 2800-3500, the lowest with me supplying the roof rack. I took them to JP and was asked to go to their service center to compare costs. I took it to their center, which was the 6th and they forwarded the estimate. After a few days I called again to find out what to do. At that time JP told me to go to who ever I wanted, that they were all close.

 I then called their service center, because I figured that they work with each other and it would be smother. I placed 3 phone calls and left 2 voice mails and 1 personal with the receptionist. I did not receive a any return calls. I then took it to a center of my choice. I gave them the information of who to call from Superstar. When they spoke to JP, they were told SS wasn't going to pay for the damage. Within minutes I was in contact and JP and he told me I had to take it to their center. This was not what he advised me to do from our previous conversation. I told him I called and was not contacted in return. 

At that time I had reminded him of my offer of cash and of the lesser amount of 2500. I figured I could do some of the work myself and lower it and maybe they would get going and get this thing done. It meant I would have to assemble the rack and install it on the Jeep myself, but that was better than nothing at all. JP said he would speak to his supervisors and let me know. Again, I never heard back and made a call. He said the 2500 would be good and he would get me a check shortly. 6 weeks and counting on the check and going on 6 months for the actual damage. 

They have not followed through on any agreements and have NEVER made a call to me. I have contacted them approx. 25-30 times with all this. They have just played games and avoided me. I have called, emailed, and gone in person. I have called every number I can find on this company and gone to both their locations. I have spoke to 10 plus employees all promising me I will receive a call. I have spoke with others that received damage and Superstar treated them the same. The thing is, mine was less than a month old, with much more much more than a scratch or bent antenna. The damage isn't the problem. it's the way they've treated me.