ComplaintsforLRE Rental Properties and Touchless Express Car Washes

• Initial Complaint

  05/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 5/19/24 around 8:15am, I entered the carwash. While in the car wash, the brush ripped off my back wiper arm assembly and wiper blade. I called the number provided and emailed the company and also went on their website and informed them of what happened. Someone called me 5/20/24 and I explained to them what happened. He said they would review the camera and make sure my car had been in there at the time. I own a 2023 Ford Edge. I sent a picture of the damage and a copy of the invoice from the repair, which cost me $130.87. I resent an email on 5/21/24 asking that someone let me know what is going on. I got no response. All I want is for them to reimburse me the cost of getting my car fixed.

  Business response

  06/20/2024

  Thank you for the inquiry.  The Touchless Express Car Washes have been tested and inspected.  During the review of video footage, no maintenance issue was found that determines this is the fault of the wash procedure.  There is a sign upon entering the wash that indicates that all customers enter at their own risk, for liability to damages.  The reason for this sign is that we have no idea if there is a manufacturing error, loose wipers, poorly installed repair, or many of the various situations that could effect someone's vehicle prior to entering the wash.  Because we are unable to determine a vehicle's condition, we have this sign in front of our wash.  I would be happy to provide a picture of this sign in front of the corresponding wash.  
  
  If Touchless Express employees did not respond in a timely manner, I apologize, and would be happy to revisit and communicate directly with the customer.  If you have any questions, please feel free to contact us directly at ****************** or email us at ****************************************************************. 
  
  Thank You 
  

  Customer response

  06/20/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21742205
  
  I am rejecting this response because:  My vehicle is a 2023 **** Edge. What was broken off was not an aftermarket part. This is a back windshield wiper that comes on every vehicle. When I spoke to the business they were very condescending, I may be a senior citizen but I am sure my wiper was not on at the time of the car wash and it was not broken the time of the carwash. This I am positive about that because I check to make sure they aren't on before entering the carwash. And I understand their sign but this is not a add on piece. It comes from the factory with it.
  
  Regards,
  
  ***********************

• Initial Complaint

  03/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been renting from this unit for around five years. The have made price increases with no notice. Recently they changed their website access and payment process. I was originally on an automatic payment and never was told that the payment had not been made until the sent me an email detailing that this month's payment is now doubled, due to delinquency. The website available shows that the residents login is disabled, and barring me from making any payment.

  Business response

  06/20/2024

  ****************** was delinquent in his rent and received the $40 late fee and $50 lockup fee outlined in his rental agreement.  As a courtesy, we waived his late/lockup fees and he has subsequently paid on time.  ****************** is currently a tenant with us for our storage facility.  Thank You!

  Customer response

  06/20/2024

   Complaint: 21432437
  
  I am rejecting this response because: The payment was made in the first week of the month, just as previous payments had been. 
  
  Regards,
  
  ***********************

  Business response

  06/21/2024

  I revisited the account, and it appears the account had a balance from unpaid January storage.  This was also due, in part, to the fact that we transferred databases, and all payment info needed to be re-entered into our system.  We waived late/lockup fees in February due to this transition, but the unpaid Jan balance was still there in March, which is when the late/lockup fee was posted.  Tenant did make payment in full, and we did waive the $90 in fees.  I think all is resolved and do not see issue for continuing BBB complaint.  Thank You!

  Customer response

  06/21/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21432437
  
  I am rejecting this response because: I spent days trying to get a response on how to make my payment. I should have been given a week or two of leniency for the month the issue occurred. The payment made should have applied to January.
  
  Regards,
  
  ***********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩