ComplaintsforZoom Express Car Wash

• Initial Complaint

  02/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the car wash on Sunday 2/4 at 11:59 to have my 4 Runner washed. When I completed the wash, I pulled over to the side to wipe down the door frames and windows and I noticed large scratch marks to the front, top, passenger side and rear of my truck. I went inside and filed a report. Approximately one hour later I received a call from Henry, the manager stating that the scratches were already there, that they have it on high definition video. I asked for the video to be sent to me, it was not. The scratches were definitely not there prior to the car wash. I want them to be responsible for paying to have my car repaired at a place of my choosing. Whether it needs to be buffed or painted, they need to be responsible for the repairs.

  Business response

  02/14/2024

  ID ******** 

  Mr. *****,

  We apologize for your negative experience. The Customer Experience Report you filed at our Zoom Express Car Wash Euclid location was received on 2/4/24. The liability for the claimed damage for this report was undisputable. The surface scratches on your vehicle were present prior to the wash that occurred on 2/4/24. The corporate office sent you an email with screenshots of our video surveillance showing the claimed damage was present prior to the wash on 2/5/24. Zoom Express Car Wash is not liable for the claimed damage for the following reasons:

  1. Preexisting scratches can be seen on various parts of the vehicle prior to the wash that took place on 2/4/24. I have attached multiple photos of your vehicle.

  2. All equipment was in proper working condition; no mechanical malfunction or maintenance issue reported or documented that day. Wash was executed as purchased.

  Our wash brushes are not abrasive and are made of a soft material called neoprene. Neoprene has the feel of a yoga mat. The surface scratches on this vehicle are most likely from the environment. Dirt, wind, dust, road salt, clothes brushing against a vehicle cause surface scratches to this extent.

  
  

  Once again, we apologize for your negative experience, and we appreciate your business.

  Cordially, 

  
  

  Ash ****** Customer Service Manager

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