Complaints

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• Initial Complaint

  Date:10/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Damage to my 2013 ******* ********* in the car wash video show the light being blown out by drier car claims pre existing damage ** shows the light entering intact and being blown from the truck

  Business Response

  Date: 10/12/2023

  To whom this may concern, 
  On behalf of ***** ******* involving the incident that took place on September 19th, 2023, ***** purchased a single wash at Riptide Car Wash. Towards the end of the wash, *****'s left 
  side tail light blew off in the dryer room. With this being said, all equipment was performing properly. Riptide Car Wash has evidence, on video footage, showing equipment running 
  properly, and shows previous damage to tail light before entering the wash. 
  Riptide Car Wash displays several disclaimer signs before entering the tunnel and is also visble before purchasing a wash. Revealed on the disclaimer sign, the first line states we are not responsible for vehicles 5 years or older, followed by Riptide is not responsible for any previous damage. After filing a Damage Claim followed by reviewing the video footage, ***** *******'s 2013 ******* ********* reveals previous damage before entering the car wash. After stating previous damage, our disclaimer policy was presented. 
  As a representative of Riptide Car Wash, we have washed over 200,000 cars and have never damaged or removed a vehicle's tail light. 
  Thank you, 
  (General Manager)

  Customer Answer

  Date: 10/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,

    Maybe you should  check with **** his offer was to pay half of the $ 451.42(225.71) estimate to do the repair.  No check has been forthcoming as a last resort I will file in small claim court for the full repair.

  *************************

  Business Response

  Date: 10/19/2023

  October 17th, 2023

  To whom this may concern, 
  On behalf of ***** ******* involving the incident that took place on September 19th, 2023, involving his 2013 ******* ********* tail light. There was a miscommunication on Riptide's part, Riptide is going to pay half the estimated total. The estimated total is $451.42, so we will cover $225.71. However, ***** ******* was told by **** *********(Owner) that an invoice was needed before the check was sent out. **** has not yet received this invoice therefore the check of $225.71 has not been sent. Please move forward with sending **** ********* the invoice. 
  Thank you, 
  (General Manager) 
  
  

  Customer Answer

  Date: 10/19/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  You have the estimate for the repair the Idea that I must first provide an invoice is  a game I will not play   SEND A CHECK
  
  Regards,
  
  *************************
  

  Business Response

  Date: 10/27/2023

  October 23th, 2023

  To whom this may concern, 
  

  On behalf of ***** ******* involving the incident that took place on September 19th, 2023, involving his 2013 ******* ********* tail light. 
  

  We are treating this incident like any other incident claim at Riptide. Our policy is, for any damages that we are responsible for, they get repaired/fixed before Riptide pays the bill. *****, our policy/disclaimer clearly states we are not responsible for vehicles 5 years or older. Along with that we have the video footage showing the previous damage before the wash. Riptide is not responsible for the damage to your tail light, but we are willing to pay half of the bill. We have your estimate for the tail light on your ******* *********, however we called *** ******* Auto Group(where the estimate came from) and we were to find that you will have to pay the full bill up front, then we will send a reimbursement check for 
  half the final bill. We will not pay half of the estimate due to it being an estimate/quote. Whereas the final bill might differ from the estimate/quote, and we want to keep our word of paying strictly half.. In order to get a check, damages must be repaired, final bill must be paid and sent to us and we will mail the check. 
  

  Thank you, 
  (General Manager)