Google Reviews

[kg00273]

Hey Everyone,

We have a 6 bay carwash that just hit a year old (new Coleman-Hannah System).

When it comes to google reviews, we either get hit with a 5 star or 1 star rating. The 5 Star ratings are self explanatory, but the 1 stars are for the most random issues.
The latest one start rating we got states "Clean facility, but after washing my 30 year old BMW, the clearcoat started bubbling up."

My only thought is that this customer sprayed the tire cleaner over the body of the car, even though we have signage everywhere telling you not to.

has anyone else had a complaint similar to this and if so, how did you handle it?

its terrible that one bad review can tank the average score of your review.

 

[Ryancross11]

I think you just need to reply to every review. Sometimes they change them, but it shows other people that you care about dissatisfaction in other customers.

 

[New Washdog]

I think you just need to reply to every review. Sometimes they change them, but it shows other people that you care about dissatisfaction in other customers.

This!

 

[MEP001]

The latest one start rating we got states "Clean facility, but after washing my 30 year old BMW, the clearcoat started bubbling up."
My only thought is that this customer sprayed the tire cleaner over the body of the car, even though we have signage everywhere telling you not to.

It's not likely your fault, but if you're using a tire cleaner that will harm paint, I'd suggest switching to something that doesn't. Mine can be put on paint and left to dry without any harm.

FWIW I get the occasional one-star review too. One was "The place is a mess" because the homeless dumped the trash cans out all over the ground to dig through it. Another was posted on a busy Saturday because he couldn't get in to wash. "It's busy" was all he said. One guy lost a $5 bill in the changer, refused to give me his address so I could mail one to him, then said I refused to refund him.

 

[Randy]

Are you kidding me, you take stock in Google and Yelp reviews. They are total BULL $hit! We have gotten complains or negative reviews for things like, the owner yelled at me because I was taking too long to vacuum my car or a customer told me that I can’t put my household garbage in the garbage can. A lot of these customers don’t know where they are at. I got one not too long ago the customer said she wasn’t satisfied with the quality of the automatic wash she got, we don’t have an automatic car wash at that car wash. This goes to show you how clueless the public is, we had a lady file a damage claim for ripping the mirror off her van. She e-mailed us pictures and said that the brushes had ripped the mirror off her van. So we met her at the car wash and told her show us the brushes that ripped the mirror off your van and we’ll pay for your mirror, we don’t have any brushes. She said that we took the brushes off so she couldn’t them. Then she tells us that all car washes are owned by the same company and we are dishonest etc. Then she goes on Yelp and writes all kinds of crap about how car washes are a rip off etc. Come to find out she wasn’t at our car wash but one 5 miles away, but thought that all car washes were owned by the same company. Another car wash operator here was giving away free car washes if you’d write a negative review on Google or Yelp. We don’t put any stock in Google or Yelp reviews and very seldom look at the reviews.

 

[washnvac]

What Randy said. I could not care any less about some a$$hole's review(s). We are attended; they can take any issue up with him.

 

[Zal]

Sadly, in our area a lot of out of towners use Google to find a wash near their hotel.. The dumb a$$es that want change for the laundry at their apartment go and give me bad reviews all the time if the changer is jammed. Guess I should fix the changer someday... Ah screw it

 

[sjb]

We consider the Google and Yelp exposure and reviews as necessary evils….

With a steady influx of folks moving into Atlanta, and a limited amount of self service washes available, mostly due to increased property values… we see a lot of out of state license plates visiting our facility…

A few months ago we added 2 new self service dog washes, and branded them as Dog Wash Atlanta (Kirkwood) and have found the online exposure to be quite valuable to the biz…. 10 reviews and growing, car wash has 370+ reviews.

Bottom line is we get many new customers that say they found out about us on online searches… Sooo… as much of pain in the arse as it can be, in today’s world you must have that on line exposure!

sjb

 

[Zal]

Now you got me fixing my changer instead of unjamming it weekly!

 

[Kimberly Berg]

Are you kidding me, you take stock in Google and Yelp reviews. They are total BULL $hit! We have gotten complains or negative reviews for things like, the owner yelled at me because I was taking too long to vacuum my car or a customer told me that I can’t put my household garbage in the garbage can. A lot of these customers don’t know where they are at. I got one not too long ago the customer said she wasn’t satisfied with the quality of the automatic wash she got, we don’t have an automatic car wash at that car wash. This goes to show you how clueless the public is, we had a lady file a damage claim for ripping the mirror off her van. She e-mailed us pictures and said that the brushes had ripped the mirror off her van. So we met her at the car wash and told her show us the brushes that ripped the mirror off your van and we’ll pay for your mirror, we don’t have any brushes. She said that we took the brushes off so she couldn’t them. Then she tells us that all car washes are owned by the same company and we are dishonest etc. Then she goes on Yelp and writes all kinds of crap about how car washes are a rip off etc. Come to find out she wasn’t at our car wash but one 5 miles away, but thought that all car washes were owned by the same company. Another car wash operator here was giving away free car washes if you’d write a negative review on Google or Yelp. We don’t put any stock in Google or Yelp reviews and very seldom look at the reviews.

With all due respect Randy, while you may not "put any stock in Google or Yelp reviews", the younger generation does. And, that's the growing future of my car wash customers. I have 4.5 stars with Google (with 350 reviews) for my car wash (Citrus Heights Car Wash). I reply to each and every one one. When I respond to the stupid & idiotic 1-star reviews in a calm and factual manner, it's not for the original reviewer, but for the potential customers. I have literally been told by new customers, that my professional response to 1-star reviews is why they decided to come to my car wash. They could see through the BS.

 

[Kimberly Berg]

Hey Everyone,

We have a 6 bay carwash that just hit a year old (new Coleman-Hannah System).

When it comes to google reviews, we either get hit with a 5 star or 1 star rating. The 5 Star ratings are self explanatory, but the 1 stars are for the most random issues.
The latest one start rating we got states "Clean facility, but after washing my 30 year old BMW, the clearcoat started bubbling up."

My only thought is that this customer sprayed the tire cleaner over the body of the car, even though we have signage everywhere telling you not to.

has anyone else had a complaint similar to this and if so, how did you handle it?

its terrible that one bad review can tank the average score of your review.

Hi there, my response would be to respond calmly, with empathy, to validate their concerns, and encourage them to call you with more information. You don't need to admit guilt or apologize profusely. They may be scammers. Are your chemicals really so harsh that they could cause the clearcoat to bubble up? If you're using professional car wash chemicals, they will not. The response you post is not necessarily for the original reviewer, but for future customers reading your response. Some people are just haters or bored. Yes, it's disappointing that a 1-star review can knock your score down, its just the way percentages work. I've owned my 5 bay SS car wash for 19 years now, and pleased with 4.5 stars in Google and Yelp reviews. Focus on doing the right thing for your customers every day, and your score will improve.

 

[kg00273]

Thank you for the info Kimberly.

I'm still waiting to hear back from the customer who left the review. We do use professional Chemicals from Carwash Solutions of Atlanta. I do kind of over do it with the caution due to the terrible chemicals we used before I took over (the tire cleaner was about as harsh as oven cleaner). I did find the car in question on video and it had already had a bad case of peeling clear coat.

 

[MEP001]

I did find the car in question on video and it had already had a bad case of peeling clear coat.

No surprise there.

 

[Kimberly Berg]

Thank you for the info Kimberly.

I'm still waiting to hear back from the customer who left the review. We do use professional Chemicals from Carwash Solutions of Atlanta. I do kind of over do it with the caution due to the terrible chemicals we used before I took over (the tire cleaner was about as harsh as oven cleaner). I did find the car in question on video and it had already had a bad case of peeling clear coat.

And you probably will never hear back from them. They are scammers looking for a free paint job. The signs you post are really to cover your butt against fraudulent claims. Take a deep breath, you're doing it right!

 

[Zal]

Seems a lot if people just “vent” never to be heard from again. We can’t worry about them too much. It does look more professional if we respond to google reviews. Both - good and bad

 

[MEP001]

Seems a lot if people just “vent” never to be heard from again. We can’t worry about them too much. It does look more professional if we respond to google reviews. Both - good and bad

It's really important to keep the responses professional too. Just look at Amy's Baking Company.

 

[soapy]

When responding to reviews I always explain that my phone number is posted in every bay and if anything was wrong a simple phone call would have gotten. them answers to their problem as well as a full refund. No google or Yelp person has ever called me back.

 

[wrightwash]

One thing I have noticed is Android users can get points to use in the Google Play store by being active reviewers. You will often see a reviewer with a "Local Guide" tag where they have reviewed so many businesses in the area. This usually hurts review status because they will stick a 3-star review on there and go on, or they do not pay attention to what they are reviewing. I got a one-star review a while back where the lady was reviewing a laundromat, I replied explaining to her that this was a car wash page and she changed it luckily.