ComplaintsforSunnybrook Auto Spa & Detail Shop

• Initial Complaint

  06/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ** * ******* ***** *********** ******** *** ****** *** ********** I have never had to file one and it is unfortunate that I have to reach out to get any sort of action or response from this company. On 6/18 Fathers Day so I did not have to clean my own truck which is a 2020 f250 Diesel before vacation next week. Upon arrival I splurged and bought the $55.99 package, *********** at 11:06am. At approximately 12:06 I watched an employee entering the truck I heard it start up and immediately the engine was revved to the rev limiter redline, the engine rev limiter was active however the employee took the truck to drive even though the engine was revved to its maximum limit. The truck took off spinning and turned around towards the side lot where traction control was hindering it from accelerating, the truck was put in park while being wide open and was on the rev limiter. and then cut off. I immediately went towards the truck to find a shaken employee who had the full factory mat on the accelerator pedal unknown to him holding it wide open. I was glad he got it stopped and was uninjured but I was very frustrated still as it would had been better to just cut it off. I found the manager on duty and explained the situation, ironically I found myself as the escalated customer seeking assistance. The first words were nothing was hurt, well we do not know that as the truck was just cut off so don't assume. He asked what I wanted him to do, I explained to own it and i wanted a refund as I was very frustrated. my truck is my livelihood and costs me over 1k a month in payment. Immediately he gives the no refunds. The truck left not clean, images available, the truck drives good no sorry no nothing, the antenna was left off the truck. despite attempts no reply from management. While there the employees were talking of all the instances where they locked keys in doors and other issues. I am seeking a refund as I came home to clean my truck which I wish I would had done firstoff.

  Business response

  06/28/2023

  Mr. ******,After fielding this BBB complaint, I would like to formally apologize that you are unsatisfied with your recent visit to our full-service car wash. I understand you were upset that the driver mat was placed in a way that once an employee was inside your truck and the ignition activated it engaged your gas pedal causing your truck to rev. Unfortunately, this was a mistake due to human error and thankfully, as you stated, no one was hurt. Had an injury to an employee or customer resulted or damage to your vehicle occurred we would have swiftly gained the required information to begin a damage claim for you. Since neither of these events happened, there was no claim to file. This is an unfortunate human error for which I sincerely apologize. I understand that it can be jarring. Our manager on duty did his best to assist you however, since there was no damage and, at the time, your vehicle had yet to be finished being cleaned according to the standard of the package you purchased. There was no resolve he could offer. I spoke with our manager, the detailer who cleaned your vehicle and reviewed the available camera footage along with your complaint. A phone call was placed to you once your one voicemail was received, however, there was no answer. I apologize that you felt it important to seek resolve through the BBB as this is something we generally field and take care of in house very well. You claim that your vehicle was not clean and you had to go home and do it yourself and the detailer did not put your antenna back on your vehicle. During the time which your truck was prepped it was assessed that your antenna, for the safety of the antenna, needed to be removed and placed inside the cab of your truck to avoid potential damage to it. Not all antenna’s need to be removed so it is a small error that it was not put back on your truck. I apologize that you had to take your time to get the antenna out of your truck cab and put it back on yourself. We have several signs posted around our waiting area stating if you are unhappy with the quality of your wash to speak with a manager before you leave. This is so we can ensure your satisfaction during your visit not many hours or days later. Given your distress over the situation I am sure you must have not read the posted signage or looked over your vehicle’s $55.99 Super Special package you purchased to ensure satisfaction. Although you did receive a wash and detail that cost our local family run business money to perform for you at a competitive rate, I accept your desired resolution to refund you the $55.99. I hope going forward we may service you again in the future in more satisfactory terms. In order to receive your refund you may come by our car wash at your earliest convenience during our business hours.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩