As first time customers, the Car Spa on Holland Rd & Lynnhaven Pkwy was quite disappointing Our experience there had more negatives than positives.
We attempted to park in a space, but only to be yelled at and told to leave the cars with them in a line marked Full Service Wash (?) Then we were told to go inside and "settle" with the cashier inside.
So, we proceeded inside and looked at the options available. We were overwhelmed with the information. The information seemed overlapping and trying to decipher what was what made it difficult to understand. We asked the cashier, who was busy yet courteous, for assistance. She answered our questions. It would have been helpful if she elaborated on the information as opposed to short answers.
We decided to purchase a most detailed package which included everything; Wash outside, vacuum, shampoo, detail the inside which includes air blowing the vents for dust, buff with soft cloth on the outside, clean and detail the rims and tires, etc... This package cost us over $120 and that was with a discount!
We were told that it would take approximately 2 to 3 hours since it was a first come first serve basis and it was busy that day. We accepted. We waited from approximately 1 pm - 5pm (Notice how long we stayed there?)
After the long wait, we inspected our vehicles. There were several missed uncleaned areas. Some areas visible and areas that were not as visible, but enough that it was noticeable by this customer.
We addressed the issues to a manager and had the young men, who worked on our cars, go over the details.
This happened two more times.By then, we were tired and frustrated. We told the manager that we did not have anymore time to invest. He gave us the option to come back within 48 hrs to have a redo if we were not satisfied. What a great option if we had 4 MORE hours to invest, if we didn't have LIFE to contend with and nothing else to do... Notice the sarcasm? Although I raised my concerns respectfully and not my voice, the manager still felt the tension and offered no other solutions.
Since there were no other solutions offered, I called the 800/888 number posted and called soon after that experience. The customer representative, Amy, first apologized then documented the information and then would be forwarded to the higher management. I asked her what I should expect next? A phone call, a discussion, a letter...? She did not know... Her response was, "There is no standard procedure. The management reviews the information and then they decide what to do next."
In all, we were still left disappointed. Our next step? Maybe WAVY-TV on our side will be getting a call
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