Colonial Car Wash

Disappointed After 10+ Years of Loyalty As a long-time customer of Colonial Car Wash for over a decade, I've cherished the memories my kids and I have created here. They loved helping us vacuum the car and watching the colorful soap and brushes in action. Unfortunately, it pains me to say that the service quality has declined to the point where I fear for the future of this local business. It breaks my heart to write this review out of frustration and dissatisfaction, rather than praising a place where I've had great experiences in the past. Despite Colonial Car Wash's longstanding presence in the community, the increasing competition from Hoffman's Car Wash is going to take a serious toll unless significant improvements are made. Here are the key issues that need urgent attention: 1. Vacuum Machines: The vacuums are the worst in the area, despite being free. What was once a strategic advantage is now a glaring weakness, especially since the competition now offers free vacuums throughout the Capital District. Their vacuums are new and powerful, while Colonial's are often broken, weak, and clogged with debris. 2. Self-Cleaning Bays: This was a unique feature that set Colonial apart, but now, the equipment is barely functional. The tire cleaner doesn't dispense properly, the foam brush delivers more water than soap, and the bays are frequently dirty, especially after pick-up trucks wash out all their dirt. The lack of proper garbage bins inside the bays makes the situation even worse. 3. Customer Service: Signing up for a monthly subscription is easy, but making changes is frustrating. While the staff on-site can't assist with adjustments, calling customer service isn't much better. Though they do return calls, the service is subpar, and the calls often come from unidentified numbers, making it easy to miss them. This approach is inadequate in 2024. 4. Car Wash Cleanliness: The overall cleanliness of the facility needs serious improvement. The car wash should look spiffy and shiny, but instead, it's often dirty, with leaves and debris everywhere. No one wants to visit a dirty car wash. 5. Outdated Equipment: While competitors have updated their facilities with the latest technology, Colonial's equipment looks old and worn out. If you want to stay in business, it's time for a renovation. While your monthly subscription is cheaper, people won't stick around if they're not happy with the service. As of now, I've canceled the monthly subscription for both of my cars. Lastly, I want to offer my help to the business. If you need any further suggestions or process improvements, I'd be happy to assist free of charge. Please feel free to reach out. However, if you don't adopt a "customer is right" or "customer-first" approach, you won't succeed by making excuses.

8/19/2024