TL; DR subpar carwash at best. Damage to your vehicle very possible. WORST customer service I've seen in years.
I truly wish ZERO stars was an option. Alas, it is not.
On September 2nd, I went through the Finish Line Car Wash (utilizing my membership). My (brand new) truck was damaged during the car wash. It ripped off my mirror and scratched up my vehicle pretty good. A report was made with the employee on site and I was instructed via email to seek out 2 estimates from body shops to fix the vehicle. Both estimates were turned in and I was instructed via email that Kenny Kent Collision would contact me for repair of my vehicle and that Finish Line would handle the cost of repairs and reimburse me for the cost of the rental vehicle. The vehicle was dropped off on September 30th as arranged with Kenny Kent Collision.
Finish Line Car Wash representatives had made arrangements and asked questions prior to drop off to ensure payment policies were understood so there was no delay in picking up my vehicle. The vehicle was completed and ready to be picked up on 10/18. As of 10/30, no payment has been made to Kenny Kent Collision and we have spent around $2k on a rental car. There's been little to no contact between anyone who represents Finish Line/Mammoth Holding and myself or Kenny Kent Collision in the last week and a half.
11/1 I finally received an email with some actual information. A check was *sent* in the mail. (Supposedly on the 25th) a picture of this check has been sent to me so we have a check number and some information. The check to the collision center will probably take 10 days to reach them. Truly, it's beyond me why it took 7 business days from when they received the bill on 10/17 to write a check. Why we were told the check was being mailed last Wednesday when it was, in fact, not. Why when they were asked for an image of the check up front it was never provided. Why when the wonderful people at the collision center emailed/called to check on it, they were never given concrete information. Or why they wouldn't overnight a check when it could potentially save their business $400+ in rental vehicle fees. I mean $30 to overnight something in the mail to save $400+ seems like a heck of a steal to me. Or why it took a week of constant phone calls, emails, a complaint filed with the BBB, a phone call to an attorney, and letting them know that I'd be pursuing legal fees if that route was necessary. I'm sure the Facebook comments and posts helped. Considering they blocked me almost immediately and removed my comments. I'll be curious to know what date is postmarked on the envelope when the collision center receives it.
After reading the reviews from other folks, I'd encourage my friends to cancel Finish Line memberships. Many folks report damage (such as a front bumper or running boards being ripped off) by the car washes and Finish Line Car Wash saying these things were already damaged and refusing to cover them. I assume most of the problem lies with Mammoth Holding LLC, which owns Finish Line. Their customer service line truly is atrocious. At the beginning of this, I was provided a customer service number that was not able to help me. The only actual contact information I have is an email address (which they seem to barely check).
11/4 Kenny Kent Collision did receive the check. We were required to pay up front for the rental car and they would reimburse us after. Finish Line/Mammoth Holding received the email with the final bill from the rental car company like AS SOON as the final bill was ready. Pretty sure I sent the email on the 2 minute ride to get to my truck. They responded to make sure they had the right address. And then NEVER again. To date (12/1), no check has been received as reimbursement for the rental car. No communication has been made. I had asked for an update, but never received one. I even gave them a little extra time, knowing their whole "the mail takes 10 business days" deal. If they had handled this smoothly and quickly, they could have easily retained a customer. Overall, their carwash was subpar anyway because it barely got my truck clean, but it was better than some of the alternatives.
Here's my post for any further updates.
https://www.facebook.com/share/p/1DevFXhKbn/ read more
