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  • On 10/10/15 at approx 12pm in the afternoon I took my 2014 Jeep Wrangler into Superstar carwash for a wash. Upon arrival I was told I can be upgraded to another carwash for only a few dollars more, so I agreed to exit my vehicle to let them perform this service. Before exiting my Jeep I advised the service clerk that since this a Jeep Wrangler with a "T-Top" they are prone to small leaks when put through a power wash; I then advised him and his manager that I had placed a small towel over my stereo and they were NOT to move or remove it due to the possibility of water dripping into the dash subsequently into the double din stereo. Manager quickly looked at it and said "no problem". My vehicle was then taken through the car wash while went and sat inside the building, a few minutes later I noticed my jeep come through and taken to the detailing area where two workers began the process of detailing the inside. Approximately 15 minutes later I was told my Jeep was ready for pick up and immediately noticed the towel had been removed and water was dripping into the dash/stereo area. I quickly wiped down the area, and noticed water had dripped on to the stereo area. Upon quick inspection everything seemed to be working properly until five minutes later when the screen started to go black and would no longer be responsive. I quickly brought it to the attention of the manager that ASSURED me the towel would not be moved. Upon inspection by the manager he agreed that he had told his staff NOT to move it however one of them must have and forgot to move it back leading to the water damage. We went inside the building where he wrote a report "which I have a copy of" where it confirms my wishes and his instructions to staff that were not followed leading to the damage. He then hands me his report which has a box checked "superstar denies responsibility"? I asked him how can you deny responsibility if you just wrote down that your instructions were not followed and this is what led to the damage? The manager responded with well "if it's over a dollar amount I have to check that". The manager gave me a phone number to the corporate office where I could call first thing Monday morning. As instructed I called Monday morning and left a message but did not get a call back until Thursday; however this was because I called again Wednesday asking why has there not been a call back. Thursday at approximately 4pm 10/15/2015 I received a call from a gentlemen named JR Ruelas. MR. Ruelas advised me that he spoke with the manager at the car wash about the incident and quickly denied any responsibility on their end. I asked MR. Ruelas how can you deny responsibility if your employee did not follow instructions leading to damage? He said well you car was defective and there was nothing more he could do, never apologized or offered a solution. Needles to say I am completely disappointed with the lack of professionalism and accountability that has been displayed by this company.
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