West Coast Auto Wash Perth Scoopon - Bad Service

dmac80 on 08/02/2011 - 16:33
Last edited 08/02/2011 - 16:33

Bit of a heads up if you see deals from West Coast Auto Wash in Perth.

I purchased a Scoopon from them on January 13 for a $29 deluxe mobile car wash. Since then I've not been able to get in touch with them - all the numbers provided on the Scoopon go to a message bank that simply states they are experiencing high demand and to email them for a booking. I've now been emailing them for 3 weeks with not a single response.

I have actually seen the exact same deal up again on Scoopon since I purchased the original deal - so if you see anything from West Coast Auto Wash and are tempted to buy - I would suggest you stay well away.

I have emailed Scoopon to ask for a refund - hopefully they will be able to provide some help.

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closed Comments

  • WalkerHarris on 08/02/2011 - 17:24
    +1

    Same here…I've tried and tried …till get tired and sick of trying…

    This coupon stuff is nothing but a joke…

    • mj5 on 21/03/2011 - 18:06
      +3

      I've contacted Today Tonight to look into it. This is just ridiculous! What a complete scam! Hopefully they will get to the bottom of it and end this bllsht once and for all!

  • issh on 08/02/2011 - 17:28

    this person got a good feedback—>Car Wash $29
    http://www.ozbargain.com.au/node/39164
    not a sockpuppet—>JOined 2007

  • WalkerHarris on 08/02/2011 - 17:33

    that's in brisbane…this is perth…different company different story I think

  • Scoopon on 08/02/2011 - 17:35

    Hey Guys,

    Just an update for the West Coast Auto Wash.

    Our deal provider is doing their best to coordinate their scoopon feature and has even enlisted the services of a call centre.

    The major problem here is that members leave their phone number to be called back - but on calling them back the member doesnt have the Scoopon number and an additional call needs to be placed.
    We kindly ask that you have your Scoopon number available, or quote your number when you leave your message.

    They are attempting to further stream line this process to help speed up getting back to everyone.

    Kind Regards,
    Team Scoopon.

    • dmac80 on 08/02/2011 - 18:08
      +3

      Quite frankly this response from Scoopon is nothing but insulting. I have never even been called back - and have given my mobile number on numerous occasions, via both email and phone. I have never spoken to any customer service centre - so don't try telling me that the major problem is that people don't have their Scoopon number - that is blatantly not true.

      • dman801 on 09/02/2011 - 11:22
        +3

        SCOOPON IS SERIOUSLY A SCAM FOR BOTH CUSTOMERS AND BUSINESSES.

        When a customer gets bad service they don't offer a refund because it's already been redeemed. That's a very poor business practice, just imagine buying a Hoyts ticket and having the movie cut off half way. You'd expect a refund, but in the case of Scoopon they would just say tough luck, it's been redeemed.

        For businesses, it can be catastrophic! They are just a marketing company looking to make quick money by bombarding you with a high volume of customers (most just bargain hunters unlikely to become repeat clientele) and taking a cut of your revenue - which is already going to be discounted by over 50%. Imagine owning a small sandwich business or nail salon, it's basically like walking into a black hole for six months when you're met with higher variable expenses (e.g. more supplies, more staff) and still have to pay your usual rent - only to realise that you're damaging your brand (overbooking, decreased customer satisfaction) and profitability by operating on a lower margin.

    • Kathwilson777 on 15/03/2011 - 11:22
      +1

      What a joke Scoopon??? I have been emailing my scoopon voucher number and telephoning them and leaving my voucher numbers for 2 months EVERY DAY!! quite frankly you need to take this matter into your own hands and refund EVERYONE their money. I have even been into 2 branches of West Coast Auto wash to be told "they are not the one's who offered this service" (Burswood and Welshpool centres) It is discusting that Scoopon is letting this company make a quick buck then close down their service which seems to be the matter. Scoopon, it is time for you to do something about this. If not i'm sure your sight will suffer greatly when Today tonight and A current affair get hold of the news……. this and legal action are my next avenue. I have tried to contact scoopon but haven't had a response…….
      Lets see what happens today when i attempt the osbourne park centre of West coast austo wash!!!!!!!

  • andrew229 on 08/02/2011 - 21:31

    poor service like this will give scoupon a bad reputation very quickly……and West Coast Auto Wash…..

  • Scoopon on 09/02/2011 - 11:09
    -1

    Hi Everyone,

    We've been in contact with the deal provider West Coast Auto Wash.

    Unfortunately, due to an error with Telstra redirecting a phone number to a member of the public, they have not received all phone call queries through to their staff. The deal provider has enlisted the help of a Call Centre to help handle all booking requests and queries.

    We apologise for any inconvenience that this may have caused if you were unable to contact the deal provider due to this mistake.

    We kindly ask that you call the deal provider, using the contact details on your Scoopon voucher to make your booking request as the redirection problem has now been fixed.

    Kind Regards,
    Team Scoopon.

  • WalkerHarris on 09/02/2011 - 11:42

    Scoopon,

    I tried calling them today, no luck, it still went to answering machine. And now the worst part, they asked us to book via email instead of ringing them?

    • dmac80 on 09/02/2011 - 11:48
      +1

      Same here.

      Getting a bit tired of the blatantly untrue excuses from Scoopon. Even if it was a phone problem, I've also tried emailing West Coast Auto Wash numerous times with no response there either.

      • Scoopon on 09/02/2011 - 12:42

        Hi dmac80,

        Can you please contact Scoopon via [email protected].

        If you can provide your contact phone number in your message, and state your permission for us to pass this information on to our deal provider, we will ask the deal provider to contact you directly.

        Kind Regards,
        Team Scoopon.

        • wozz on 07/03/2011 - 05:53
          +2

          SccopOn is rubbish, I have sent numerous emails to this address and received no response.

  • WalkerHarris on 09/02/2011 - 11:53

    Currently 1800 Scoopons sold and rising fast! The Scoop is ON

    1800 scoopons to be fulfill by this provider. Ah I felt robbed now…geez :(

  • WalkerHarris on 10/02/2011 - 12:36

    Hi Scoopon…

    I've tried ringing the official number again this morning. Same thing happened, no response, answering machine…

    How would I be able to request refund for the three coupons I purchased for this provider?

    • Scoopon on 10/02/2011 - 12:58

      Hi binadms,

      If you can send through your details through to [email protected] - we will have our Sales Executive follow up your concerns with the deal provider.

      If you can provide your contact phone number in your message, and state your permission for us to pass this information on to our deal provider, we will ask the deal provider to contact you directly to resolve the issue.

      Kind Regards,
      Team Scoopon.

    • Scoopon on 13/02/2011 - 17:07

      Hey binadms,

      Can you please advise if you received an automated response from our email server, to confirm your email had been received by our system?

      If you have (should look like ABC-123456), can you please advise it here, so I can have our support team chase it up. We may have responded already, but we're having some troubles with email providers blocking the Scoopon.com.au domain unfortunately.

      Kind Regards,
      Team Scoopon.

  • dmac80 on 10/02/2011 - 12:57
    +1

    I want a refund too. Despite the assurances from Scoopon that I would be contacted - I have still heard absolutely nothing - even after emailing my contact details to Scoopon as requested.

    If West Coast Auto Wash has actually employed a call centre to contact all their customers then they're not doing a particularly good job.

    • Scoopon on 10/02/2011 - 13:05

      Hey dmac80,

      Our service team has just tried to find your email but are having trouble locating it - obviously because there isn't an email address or real name attached to your OzBargain ID.

      Can you please provide the ticket ID that you would have received as an auto-response after emailing [email protected]

      Please note, that our support team will endeavour to respond to all queries within two business days as we receive a large amount of emails every day from our Scoopon community - we apologise for any delay before you receive your response.

      Kind Regards,
      Team Scoopon.

      • dmac80 on 13/02/2011 - 15:38
        +1

        The ticket ID from when I originally emailed Scoopon is INL-641005. It was sent to Scoopon on the 8th of February.

        I received an initial reply from a Kate on February 8 stating that I would be contacted as quickly as possible - and we are now 5 days on nothing has happened - I have not been contacted by West Coast Auto Wash.

        I want to be either contacted ASAP - or I want an immediate refund, the customer service from both Scoopon and West Coast Auto Wash has been nothing short of disgraceful.

        • WalkerHarris on 13/02/2011 - 16:02

          I have the same experience except neither scoopon team nor west coast auto wash contacted me …

          I now requesting a full refund of my three coupons purchased. PLEASE?

      • melci7 on 24/02/2011 - 12:21
        +1

        Team scoopon
        We are having trouble contacting you too! obviously because there isn't a phone number or real name attached to ANY OF YOUR CORRESPONDENCE!

  • dmac80 on 14/02/2011 - 17:22

    Guys, just an update on how this has been going…

    Still no luck with either Scoopon or West Coast Auto Wash. In fairness, I have at least had an email from Scoopon to say that someone would be in touch with me ASAP - however as of this very moment I am yet to receive either an email or phone call from West Coast Auto Wash. All you get when you call the number supplied with the Scoopon is still a recorded message asking you to send them an email.

    • WalkerHarris on 14/02/2011 - 18:04
      +1

      Same here…I kept on trying everyday just to get my car wash… at this point of time I really need a refund instead of carwash…

      • arcticmonkey on 14/02/2011 - 18:58
        +1

        I can't believe how many bad experiences people are having with Scoopons.

        • dmac80 on 14/02/2011 - 20:54
          +1

          I actually can't believe how terrible the service has been, from both Scoopon and West Coast Auto Wash. I have now emailed Scoopon to say I want a refund, or I will be taking further action. I think they've been given ample opportunity to correct the situation.

          Don't companies realise the lasting damage this sort of customer service can do? Now if you google 'West Coast Auto Wash', the fourth result from the top is this thread about how terrible their service is. I'm sure that isn't what they wanted when they offered their deal. All it would have taken is a few returned phone calls or emails and this would never have occurred.

    • Scoopon on 15/02/2011 - 16:15

      Hey dmac80,

      Have you received our previous email - sent from our [email protected] and our gmail account?

      We've asked for your permission to pass on your contact details to our Deal Provider, so that we can help bring about a timely resolution for you. We need your permission due to privacy policies before we can take further action though.

      Kind Regards,
      Team Scoopon.

      • dmac80 on 15/02/2011 - 16:39

        I haven't received any email from your customer service department apart from one sent from a Kate on the 8th of February - which I have already replied to?

      • Kathwilson777 on 15/03/2011 - 11:39
        +2

        Scoopon seriously………….. I have been reading through your conversation with dmac80….. JUST CALL HIM AND EVERY OTHER PERSON THAT HAVE EMAILED YOU WITH THE SAME PROBLEM!! You are trying to get him to post his phone number in a public forum!!!! "team Scoopon" how about YOU post your DIRECT line phone number for us to all call you>?????? If you don't respond to my email and or call me within the next week I will be taking legal action. I have a busy life and the last thing i need is to spend every bloody day chasing a car wash. I purchased 2 vouchers at a total cost of $59 and now want a FULL refund immediately.

        • Scoopon on 17/03/2011 - 10:15
          -1

          Hi Kathwilson777,

          Scoopon will never ask for a customer's phone number in a public forum. It is against our privacy policy to discuss customer's personal details in a public forum - we have asked for the customer to provide a reference number to the email that is sent to our support team.
          This unique ID is so that we can find the email from the member and respond to their query through private contact.

          To assist you further with your query, we kindly ask that you provide the ticket ID (it will look like ABC-123456), that you have received from our auto-responded after sending your email to [email protected] or using our 'Drop Us A Line' form.

          Kind Regards,
          Team Scoopon.

  • WalkerHarris on 15/02/2011 - 02:59
    +1

    So this is what scoopon do for living? Over selling coupons … and then run away as fast as they can?

  • West Coast Auto Wash on 15/02/2011 - 11:57
    -2

    From: West Coast Auto Wash

    To all our valued Customers.

    We are endeavouring to contact everyone as quickly as we can and no one will miss out if they have bought a Scoopon Voucher. We have 7 vehicles on the road & two locations and booking available within 24hrs. The issue that we have is when calling customers back it is taking over 10mins per call (average) obtaining information like address, car type, Scoopon Voucher Numbers, answering queries on Paint Work Scratches, Shampoo, etc. We have now received over 7200 phone calls and have staff contsantly on the phone calling customers to book them in.

    Please be assured, that your Scoopon Voucher purchase will be booked in soon & we deeply apologise for all of the inconvenience caused.

    Thank you,

    West Coast Auto Wash Team

    • dmac80 on 16/02/2011 - 13:55
      +2

      I do not believe a word of this. There are several reasons none of this make any sense…

      When you call the number provided you can not even leave a message anymore - you are simply asked to email West Coast Auto Wash - which I have done on numerous occasions only to receive no reply email or phone call. I don't how you have "received over 7200 phone calls" when all you can get is a message bank. Also, you say "booking available within 24hrs" - yet it's been over a week now and I still can't actually get in touch with you - so how that makes any sense I do not know.

      Like other people, I have virtually written off the money as a lost cause. I called my bank and will be going through their fraud protection scheme to try and get the money back.

      • WalkerHarris on 16/02/2011 - 13:57

        yes I am going to my bank to reverse charges on three of my scoopon coupon for this mob! I just can't handle it anymore!

    • Kathwilson777 on 15/03/2011 - 11:41
      +1

      Seriously….. West coast Auto Wash…… i think this may be scoopon in hiding???? I have been into your 2 locations………… to be told "you did not put an offer on scoopon" Which locations are you talking about????

  • mai rwizi on 16/02/2011 - 13:46
    +3

    Firstly there is no call centre or a person on the end of West Coast Auto wash’s contact numbers, namely 1300 883 805 or 0433 857 669 as advertised. My phone calls are definitely are NOT part of the 7200 phone calls West Coast Auto Wash quote as I could not and cannot actually leave a message on the given numbers. West Coast Auto Wash have my contact details provided in an email. I even tagged the email with delivery and read receipts (my email is still unread, unreplied to, as I type this). I have yet to hear back from Scoopon, other than an auto acknowledgement email.

    Secondly – align customer expectations - when in customer service, never ever promise what you cannot or are not set up to deliver. Review and ensure that your value chain IS ready to meet anticipated demand.

    Thirdly – Don’t know about others, unless I am standing next to my car, I would not have the foggiest idea at to where scratches on my car are etc. Worse, I do not know what type of shampoo is used for cars – I am just an end user of the service. Simple. Buy a carton of milk you expect to get milk – how it gets into the carton or which cow it came from or what time it was milked – hmm, don’t care.

    I am beginning to realise that this may very well be lost money. I have since bought three other Scoopons (for different products) – will see how these go – and I will be sure to inform you(s) all . West Coast Auto Wash was my inaugural Scoopon purchase, an enlightening and educational opportunity.

    Lastly – I will choose my business partners wisely.

    • WalkerHarris on 16/02/2011 - 13:50

      Agreed… I kept emailing and ringing them, none of them replied to me yet. For how long shall I wait till I get a return call or reply email back?

      • dmac80 on 16/02/2011 - 13:58
        +1

        Agreed as well. The customer service here, from both West Coast Auto Wash, and to a lesser extent Scoopon, has been nothing short of terrible. I don't mind if things are going to take a little while because of the number of cars booked in and Scoopon's sold - what I do mind is not being contacted and being lied to about the reasons everything is taking so long.

  • bell on 16/02/2011 - 23:10
    +1

    West Coast Auto was my first scoopon transaction. Over two weeks I have had no response from West Coast Auto or the Scoopon customer service centre, neither automated or personally. Now I read this thread with the dawning realisation that the whole thing is an absolute sham. I will be contacting my bank about this fraud.

    • Scoopon on 22/02/2011 - 11:58

      Hi bell,

      Did you email [email protected]?
      If you have not received an automated reply with details of your ticket ID there may have been a technical error at the time of your query processing.

      Our support team will endeavour to respond to all customer queries within 48 hours of receiving your emails.

      Kind Regards,
      Team Scoopon.

      • Ashlea on 22/02/2011 - 12:03

        copy paste responses ftl.

        Try responding to peoples actual issues. Nobody is getting the right service from one of your deals.

        • Scoopon on 22/02/2011 - 12:15
          -1

          Hi Ashlea,

          We are not able to provide support through a public forum due to privacy policy. We are not permitted to discuss details relating to a customer's details or purchase through public forums such as OzBargain - this is why we cannot address specific concerns.

          We kindly ask all customers to email us through [email protected] so that we can follow up on their queries.

          If the customer can advise the ticket ID, we then can pass this on to our support team, who will investigate the matter as quickly as possible to bring about a suitable resolution.

          Kind Regards,
          Team Scoopon.

      • Kathwilson777 on 15/03/2011 - 11:45
        +1

        excuses excuses excuses scoopon/….. I can't believe this hasn't been on a current affair yet? Who would like to join me in contacting them?

  • whitford on 20/02/2011 - 18:44

    Argghhh…. I just suck into this scam as well. Anyone know how to get refund. Anyone able to get refund? Thanks….

  • dmac80 on 21/02/2011 - 02:02

    I haven't had any luck with either a returned phone call or an email from either West Coast Auto Wash or Scoopon, so the chances of a refund are looking pretty slim. Probably best to go through either your banks fraud protection or consumer protection if you're like everyone else and can't get in contact with either company.

    • Scoopon on 22/02/2011 - 12:08

      Hi dmac80,

      We've just send through another email to your email address with an update on the matter.

      Kind Regards,
      Team Scoopon.

  • WalkerHarris on 22/02/2011 - 02:13

    SCOOPON IS A SCAMBAG!

    • Scoopon on 22/02/2011 - 12:09
      -1

      Hi binadms,

      We have emailed an update on the situation with the deal provider also recently.

      If you have not received this email, please advise us and we will send it from a secondary email address.

      Kind Regards,
      Team Scoopon.

  • mai rwizi on 22/02/2011 - 11:11

    Caveat Emptor as they say - now we all know after the fact. Scoopon emailed me last week promising a follow up. Since then, zippo – nothing.

    Team, read http://www.scoopon.com.au/pages/terms-and-conditions
    I have been trying to find a clause that deals with the area where a supplier is unable to supply an advertised product or service within reasonable time. Reasonable being a third person would agree that the time lapsed is unreasonable.

    Never a scoopon for me, EVER again. The Consumer Council to consider. Thirdly reputations will go down the gurgler because of this – hopefully word will spread.

    • Scoopon on 22/02/2011 - 12:10

      Hi mai rwizi,

      If you could please advise your ticket ID (ex: ABC-123456) I will ask our support team to provide you with an update as soon as possible.

      Unfortunately, we are unable to provide support to a query through a public forum.

      Kind Regards,
      Team Scoopon.

  • Ashlea on 22/02/2011 - 12:02

    lol, love how scoopon come on here to respond to the smallest of all the issues.

  • whitford on 22/02/2011 - 13:02

    This is my answer from scoop on:
    Thank you for your email.

    Our deal provider has been in contact with us to explain that there was an issue with their phone number.
    Telstra has accidentally redirected a phone number to a member of the public in Perth, who is not associated with the company at all.

    We have been advised that a new phone number has been setup, so that you can contact the deal provider - who has put in place a call centre to handle the volume of customer queries.

    Please use the phone numbers below to contact the deal provider - West Coast Auto Wash:

    1300 883 805
    or
    0433 857 669

    • Scoopon on 22/02/2011 - 14:36
      -1

      Hi whitford,

      Thanks for your post - unfortunately, our support team has written the wrong word.

      Should read:
      "We have been advised that a new phone DIVERSION has been setup, so that you can contact the deal provider"

      If you are still having difficulty getting hold of the staff, please contact us via [email protected] and our support team will endeavour to resolve your query as quickly as possible.

      Kind Regards,
      Team Scoopon.

  • whitford on 22/02/2011 - 13:03

    THERE ARE 2 PROBLEMS SCOOPON:
    1. That is exactly the number that you listed on your scoopon.
    2. Try to contact them, and speak to a person IF YOU CAN.

    Arrghhh…..

  • whitford on 22/02/2011 - 15:58
    +2

    Scoopon,

    I'm sure you have a phone in your office. If you can pick up phone, dial that number, and get anyone at the other line to respond. Let me know.

    • CuteChocobo on 22/02/2011 - 16:24
      +1

      I was wondering why they haven't done that in the first place too!
      I was curious (no, I didn't buy the scoopon for this, but very closed to) and so decided to give the phone numbers a go.

      Whitford is correct. I cannot get through on both numbers. The mobile number I went straight into voice mail.

  • rasherd on 22/02/2011 - 20:11
    +3

    Yep, just registered to get my two cents in as well.
    Our experience with this has been as follows.
    Bought the scoopon in the first round of offers.
    Same as everyone else couldn't get through to the numbers at West Coast, left voicemails, emails etc.
    Spent a few weeks calling etc. and even dropped by one of their locations in Osborne Pk to no joy.
    Submitted a complaint with Scoopon and got the same brush-off as everyone else. A call centre has been established, blah blah blah but tried both numbers again and still got no reponse.

    About two weeks ago I finally got a call from the "call centre" (the call centre sounds like some harassed housewife who's been lumped with some temp work.) She took my details and scoopon number etc. but wouldn't confirm a date or time for someone to come out. She just said that the detailer will contact me to confirm this within a few days. Two weeks later nothing. Sigh.

    I don't have a particular gripe with Scoopon about the initial offer, although they really should have a refund policy in place for something like this. I do have a problem with them allowing a subsequent scoopon to run with another 2000 sold. That was negligent of scoopon as it lowers faith in their brand and they should have seen that the company was struggling to deliver on its promises.

    I have serious doubts about West Coast Car Washes ability to deliver on this at all, based on simple mathematics.

    4000 scoopons sold.
    7 cars on the road.

    4000/7 = 570 details per car approx to clear the backlog.

    Working 8 hour days, I'll generously say that they'll cover about 10 a day per car although I suspect that's optimistic. That means that each car could potentially cover 50 details on a standard 5 day week.

    Working flat out, they could only get to every detail in minimum 3 months and that's without accepting a single job from another customer in all that time.
    I can't imagine that they'll drop all their exiting customers and focus on the cheap rate scoopon customers.

    The best part is the vouchers:
    - expire after 6 months
    - are "subject to availability"

    I suspect this might be money down the drain for me but I'll definitely look at taking a case through some sort of consumer protection agency.

    West Coast Auto's reputation is absolutely shot to hell.

    Scoopons reputation is damaged as I won't be buying from them again without first checking availability with the supplier.
    Hopefully Scoopon can start instigating refunds because I don't see West Coast being able to come through on this one.
    I agree completely with mai rwizi's comments.
    I won't be flipping out or going nuts at the "call centre" lady if she calls back, it's not her fault, and there's no point throwing massive tanty's online as it gets me nowhere.
    I'll dedicate some time to lodging a complaint against Scoopon and West Coast Auto wash with consumer protection and hopefully get some form of satisfaction, even if it's the satisfaction of taking up as much of their time as they have of mine.
    For those of you who want to join me at this.

    http://www.docep.wa.gov.au/consumerprotection/

    Oh well, such is life.

    • CuteChocobo on 23/02/2011 - 15:38

      Superb analysis and acted very gentleman like!
      +1

      Over demand and limited supply

  • Scoopon on 23/02/2011 - 09:45

    Hi Everyone,

    If you're still having issues getting in contact with the deal provider by phone, please contact our support team via [email protected] so we can give you more details - as we cannot provide support through a public forum such as OzBargain.

    Kind Regards,
    Team Scoopon.

  • mai rwizi on 23/02/2011 - 13:16

    rasherd - excellent situation analysis - agree completely with the analysis, based on real numbers – as we say data based analysis. With a support chain of seven cars, it was negligent to sell another round of scoopons in the face of issues of the first round of offers. Perhaps someone probably did their numbers to deliberately sell an inflated number of vouchers that will expire before the service can be delivered. Caveat emptor again, you read the conditions, you agreed and still bought. They have not done anything wrong if your voucher expires, of course - subject to availability – and don’t forget, Scoopon does not control the business delivery process. Case closed.

    Your money folks, however much it was is a sunk cost, in the literal sense. Add to that, the time and effort we have all spent chasing this up. Would be interesting to see the productivity (loss) in resources in $$, time and effort expended collectively by all affected chasing this up. ABS could run a little macro !!! This is a barrel of laughs :-)

    For the business - nothing wrong with a huge cash flow injection - it would be interesting to see if the business will be sold or is on the market. I could rattle off a few conspiracy theories but I don’t want to scare you lot :-)

    West Coast’s reputation is shot completely. Their well intentioned customer service will be stretched beyond human capabilities. Imagine dealing with a phone call after phone call after enquiry about a Scoopon customer – ha! assuming you can get through on the phone. Their existing customers will feel the ripple effect.

    Good luck – you will need it.

    I am in on the consumer protection.

    • Scoopon on 07/03/2011 - 12:21

      Hi mai rwizi,

      If a Scoopon deal partner is cannot honour your Scoopon voucher within the validity period, we are happy to assist you with a refund of your purchase cost.

      We ask our deal provider to estimate the amount of new customer that they are able to accommodate within the validity period - if the customer requires a capped amount, we are always more than happy to arrange this.
      Our deal partner has explained that they are able to redeem all vouchers sold, however, there may be a delay in getting a booking due to the influx of customer booking requests and general queries.

      Kind Regards,
      Team Scoopon.

  • mai rwizi on 23/02/2011 - 13:21

    Team scoopon wrote:

    Hi mai rwizi,

    If you could please advise your ticket ID (ex: ABC-123456) I will ask our support team to provide you with >>an update as soon as possible.

    Unfortunately, we are unable to provide support to a query through a public forum.

    mai rwizi
    Team Scoopon, I have sent a number of emails with all details required to enable the exercise of my purchase. Other than the initial email from [email protected], informing me that there is an ongoing investigation to bring an expedient resolution, I have heard nothing else.

    My involvement in this forum is to share and highlight my experience. I would not be on this forum if all had gone smoothly, you can trust me on that. I happened upon the forum as a result of non responsiveness from Scoopon and West Coast Auto Wash. Just honour the deal and you will not hear from neither me nor indeed all those that have issues with this Scoopon. It’s simple really.

  • dmac80 on 23/02/2011 - 13:33

    I've actually heard from Scoopon and they have offered to refund my money given that the deal provider still hasn't made contact. I would say that even though Scoopon's customer service has been extremely slow, and at sometimes confused and unhelpful, at least they've eventually responded and it looks like there may eventually be some sort of resolution. West Coast Auto Wash on the other hand have still made absolutely no attempt to contact me, they just seem to be quite happy to take the money and run.

  • mai rwizi on 23/02/2011 - 13:41

    Thanks dmac80. I shall ask for a refund from sccopon and see what happens.

  • Renae on 23/02/2011 - 21:01

    I also have had this problem. I tried for about 3 weeks to get in contact with West Coast Autowash over both email and phone. No one called me back. I have emailed scoopon twice and they take about a week to reply, delivering false promises each time. The latest promise was that the Sales Manager will contact me, which (surprise, suprise) is yet to happen.

  • melci7 on 24/02/2011 - 12:12

    Same problem, I'm glad i'm not alone.
    Have emailed west coast auto carwash twice and emailed scoopon three times, the most recent one asking for a refund.
    One response very early on from scoopon. Clearly a standard response from the looks of things.
    Some line spun about the phones by scoopon. Not true because I got the same message as i did the first day I rang, which was to send an email.
    I'd bought lots of scoopons for different companies before this happened.
    I'll never buy one again.
    I can't believe they take all this money from people without bothering to have a proper customer service team employed.
    And for heavens sake "team scoopon" that is not a way to sign off your correspondence.
    At least allow your victims (oops i mean customers) to see there is a real person on the other end of the computer and not some mysterious entity known simply as 'team scoopon'.

  • TonysMobileCardetai… on 25/02/2011 - 02:34
    +1

    HI all the service they have given to people is wrong, and to many vouchers were let lose we did 500 last year and are nearly through them. and we had a few complaints but this was due to really dirty cars like not been cleaned for years cheer tony

    • Ashlea on 25/02/2011 - 02:47

      Well done. Nice to hear from a retailer who is honouring their coupons :)

  • TonysMobileCardetai… on 25/02/2011 - 02:51

    Thanks 500 scoopons should be the limit for a small companys ,and if he had done his figures right there was no way he could cover the scoopons .

  • TonysMobileCardetai… on 25/02/2011 - 02:57
    +1

    this is a custome that was let down by West Coast Auto’s that we help out and we did it for the same price .

    Clare Christie I think that this West Coast Auto deal amounts to gross fraud. I still haven't got a booking. Also waiting on a refund. I wonder what they will use the $82,500 or so they got from the 2 deals for? Not cleaning people's cars that's for sure. I ended up getting Tony Merrell to do mine instead and he was brilliant, efficient and friendly.
    Monday at 12:33pm · LikeUnlike.

    Clare Christie Use this guy instead of West Coast ….. http://www.facebook.com/profile.php?id=574364233&ref=profile…
    Tuesday at 12:07am · LikeUnlike.

  • tg786 on 26/02/2011 - 13:06

    Dear Scoopon Team - I have been promised a refund from 16/02/2011 but have yet to receive a refund in my account.

    My ticket # is UPE-188774

    Can you please advise when this will be proccessed as it has been well over 5 business days

    many thanks

    • Scoopon on 07/03/2011 - 12:25

      Hi tg786,

      Our Support Team has just sent an email from our secondary email address, as it looks like we're still waiting on your details to come through to complete your request.

      Kind Regards,
      Team Scoopon.

  • gstfree on 26/02/2011 - 22:37

    Any unsatisfied experience should forward to VIC fair trade/ACCC. If they received large volume of complaints, they will investigate into the merchant.

  • melci7 on 28/02/2011 - 17:54

    Hmmm being consistently ignored by Scoopon and West Coast Auto Car Wash over the space of weeks does not make for a happy customer!

  • thebiglote on 03/03/2011 - 12:53

    Just thought I would post my experience. I am getting the same responses as everyone here, phone call to West Coast Auto Wash goes straight to a message asking you to email them. Emails then go unanswered. The response I got from Scoopon was (I asked for a refund):

    Thank you for your email.

    Can you please provide your contact details, and grant us permission to forward these to our Sales Executive who was working with the deal provider.
    Our Sales Executive will follow up your query and help bring about a resolution to your booking query as quickly as possible.

    Should you have any further queries please do not hesitate to contact us.

    Kind Regards,

    Team Scoopon

    I think I might have to give Scoopon a miss from now on and suggest to my friends they do the same. Don't get me wrong, I've used Scoopon before and it has been hassle free, and it is a great concept. Unfortunately this deal has put me off, as my time wasted trying to sort this out outweighs the potential savings. It seems plausible that a deal provider who has essentially a fixed number of guaranteed customers no longer has an incentive to meet service levels and customer satisfaction, as opposed to providing a service then receiving payment after.

    Again I know this is not Scoopon's fault (well not in the majority anyway - they could have handled it a bit better), but unfortunately I think this time around their deal provider has given them a lot of negative press. I know I will think twice before buying another Scoopon. Lucky it was just a small amount of money this time around.

  • mai rwizi on 03/03/2011 - 15:14
    +1

    Today I have unsubscribed from Scoopon. I have yet to exercise the other three vouchers that I purchased - different products.

    Today I have also formally advised the Consumer Council of this activity http://www.docep.wa.gov.au/consumerprotection/

    I am still waiting for a refund from Scoopon.

    Buyer beware.

  • dmac80 on 03/03/2011 - 16:58

    I have received my refund from Scoopon. Whilst this hasn't been my best experience with Scoopon - they were slow to respond to queries and their answers were confused at times - at the end of the day at least they contacted me and eventually provided a refund. The same can't be said of West Coast Auto Wash - we're now going on 4 weeks and they have never returned one phone call or email. Disgraceful customer service - if you ever think about using them stay well away.

  • mai rwizi on 03/03/2011 - 17:55

    Fantablissimo dmac80 - half yer luck.

    • Scoopon on 07/03/2011 - 12:36

      Hi mai rwizi,

      Can you please advise your unique ticket ID so we can have our support team investigate your query further.

      Kind Regards,
      Team Scoopon.

    • thebiglote on 07/03/2011 - 15:36

      I sent an email to Scoopon asking for a refund and they just sent me the email above……

      Stated again that I am after a refund, still waiting for a reply….

  • mai rwizi on 08/03/2011 - 12:30

    Hi Team Sccopon

    I have been assured of a refund by Team Scoopon, so I am waiting to get a confirmation from Scoopon and my bank that its all done.

  • whitford on 10/03/2011 - 22:52

    Got my refund.
    Thank you.

  • TonysMobileCardetai… on 12/03/2011 - 14:02
    +1

    ok aglaze is West Coast Auto Wash how many more people will get court

  • clarechristie on 12/03/2011 - 18:16

    Well after many, many complaints, calls, emails, whinges I finally got my refund.

    I ended getting one call from West Coast (after I had requested my refund). They said they would call me back to book in and I never heard from them again.

    I also noticed that on the Scoopon site people had complained about the service that they actually got from West Coast for the $29 deal, that it was shoddy work and Scoopon removed the posts?

    So Scoopon (or West Coast) had my money and many others for that matter for 2 months. I wonder how much interest they earned before they gave it back.

    I ended up taking my car to Tony Merrell and he did an absolutely amazing job with a smile and elbow grease.

    I'm also cautious now with Scoopon. They were my favourite discount site but this whole thing has left a really bad taste.

    I really hope that Scoopon have learnt a lesson in ensuring that providers are adequately capable of managing the vouchers and ensuring great service and quality.

    I think West Coast just got greedy and were looking ahead at the cash value rather than the immediate work to be done.

    After all 3,000 odd vouchers at $29 each…. a very tidy $87,000 or so.

    Wish I'd thought of it!

  • clarechristie on 12/03/2011 - 18:21

    OMG AGlaze really is West Coast Auto!!!!!!! Have Scoopon gone mad?

    • dmac80 on 12/03/2011 - 18:27
      +3

      I just had a look at the A-Glaze (or AGlaze) deal on Scoopon - and it does look like it's the same company. Absolutely unbelievable that Scoopon would continue to do business with a company like West Coast Auto Wash after the experience with their previous deal. Really can't say enough that people should stay as far away from this deal as possible.

      • Kathwilson777 on 21/03/2011 - 18:14
        +2

        After being told by West coast auto wash that "A-Glaze" are a different company…….. today i took a photo of their on the road vehicle with "west coast auto wash" and "A-glaze" logos on the side……………. both having the same phone contact number……… I also have their business card advertising both, AND advertising scoopon on their business card…………

  • West Coast Auto Wash on 15/03/2011 - 15:48

    VOUCHERS HAVE BEEN EXTENDED

    All Vouchers that originally expire on 18th of July 2011 have now been extended to expire 18th of January 2012.

    Scoopon will update this on their system as well.

    West Coast Auto Wash

    • CuteChocobo on 16/03/2011 - 14:37
      +1

      Thanks for the expiry date extension… but more importantly are you picking up and returning our calls?

    • dmac80 on 20/03/2011 - 16:42
      +2

      It's all well and good extending the expiry date but when you never bother calling anyone back it won't actually make any difference will it?

  • thebiglote on 16/03/2011 - 16:35

    I sent Scoopon yet another email after not receiving a reply to my last (again) and this is what I got:

    Thank you for your email.

    Unfortunately we are not able to assist with your refund request.

    We have provided the Deal Provider with your contact number and they will be in touch before the end of the week.

    We appreciate your patience whilst we investigated this matter.
    Should you have any further queries please do not hesitate to contact us.

    Kind Regards,

    Team Scoopon

    Absolutely disgraceful. Do I really need to take this to consumer protection before anything is done? Scoopon, you have lost so many future customers because of this.

  • fernandog on 19/03/2011 - 15:20

    In January 2011 I purchased 4 coupons through Scoopon for West Coast Auto Wash to "Get your car washed inside and out, Includes High Pressure Rinse, Hand Wash & Wax, Rims Cleaned, Tyres Shined, Cabin Vacuumed, Windows Cleaned & MORE!".

    I rang 5 times leaving messages for someone to return my call & emailed them 3 times and did not hear back. I emailed Scoopon complaining & scoopon replied with " We were told they were just very busy due to the overwhelming response " and we were told to keep trying. I emailed West Coast Auto Wash again & told them to cancel the coupons & return my money. they rang me immediately apologising.

    I still had problems with them making appointments to do the work then cancelling and it keeps going on and on. Today they finally arrive to do the cars and now I am told that they do not clean boots. the conditions don't state that they do or don't but I would have thought that vacuuming the car would mean all of it.

    My family has also purchased other items through Scoopon & are still experiencing problems getting through to the people concerned.

    Scoopon should not be allowed to sell so many coupons if these cannot be honored or redeemed within a reasonable time.

  • mel on 20/03/2011 - 16:34

    Scoopon finally refunded my money. Am rather glad as it turns out, from reading facebook and the reviews above, that if west coast auto car wash had actually turned up and done the car wash, it wouldn't have been up to scratch. i've never heard of a car detailing place refusing to do a car boot. that's crazy!
    At my workplace, everyone knows not to touch scoopons now, seems there's a lot of people having bad experiences with them.

  • Kathwilson777 on 22/03/2011 - 00:05
    +3

    Well today I was successful in redeeming my scoopon "washed and vacuumed" voucher at "west coast auto wash". After 2 months of emailing, and calling with no response, I took it upon myself to visit West coast auto wash fixed locations. The first 2 visits I was un-successful but my third attempt went as follows.
    I went to the Briggs Street Welshpool office to find a notice on the front wall saying “these premises were unattended as we are on the road please call 1800…… ”. Inside I noticed a glass door that had been painted white so you could not see in or out of it. I opened it to find two girls sitting there on the computer. The factory was empty no cars, no workers. I was quite abrupt as you can imagine. I explained why I was there and they led me into the factory to a gentleman named Chris. I again explained why I was there. Chris was very friendly and took my details and immediately booked me in for a "vacuum and wash" for 7 days time, at a fixed location, (this was extremely inconvenient as I have a 2&3yr old, which was why I purchased the scoopon vouchers in the first place) As you can imagine, it has been an absolute nightmare even getting in touch with this place, let alone actually make a booking, so I was going to do anything to avoid having to continue this drama for another 2 month's. Chris made it very clear that my vehicle would be getting a basic ”bronze wash and vacuum" and would take about 1.5 hrs as I had a 4WD. I guess for $58 (I had to purchase 2 vouchers for a 4wd) I was expecting more. But after reading the scoopon add for a second time, yup! it was a basically wash and vacuum excluding the boot. My mistake I should have been more aware of the "big" talk and seen it for what it was! I got sucked in this time but It won't happen again, believe me! For your information there is a guy in Vic park called Gyp who does a wash and vacuum for $15 (same as WCAW did for $58) he is located on Albany Hwy, behind Franklins pub, does a great job!
    After receiving a booking date and time I calmed down. I let Chris know how i felt about what they were doing to all of the customers who purchased scoopon vouchers and it was both morally and legally wrong. I also voices my opinion about A-glaze (AKA “West coast Auto Wash”) advertise more vouchers only last week, using a number that was not in use. And expressed my distress and concern over these coupon sales when they were still not fullfilling the services of the already thousands of "WCAW" scoopon customers waiting. Chris advised me that A-glaze was a different company and "WCAW" had agreed to let A-Glaze use “West coast Auto wash” factory to do their work. I questioned how they could afford to let another company use their premises when they had so many hundreds of customers waiting to redeem their scoopon vouchers. I advised Chris of this forum and that it was teaming with unhappy people, myself included and people were discussing media and consumer affairs action. I suggested he do something about it. I guess the extension to the expiry date might have been the outcome.
    Today I arrived at the organised time of 10am, Again It was made VERY clear to me that my car would be having a "bronze" vacuum and wash ONLY. I was offered a list of extras…. such as my boot "having a quick vacuum for $5 extra" etc. I was asked to come back at 12 to pick my car up. There was a car detailer working in the factory. I returned at 12 there were a few hiccups and they were running late, which was fine. I had two young children with me and had to wait outside for 1hr, so as a courtesy they also vacuumed the boot of my car for the inconvenience. This was greatly appreciated, they did not have to do this as it very clearly states in the add that the “cabin” of the vehicle ONLY will be vacuumed. My car was washed (including wheel arches) and vacuumed; they have done a great job. I wonder if this service would have been as good had I not threatened further action. Either way I am happy with the service I got. I will never return or recommend “West coast Auto wash” to anyone, for obvious reasons.
    Whilst I was waiting I noticed the "West coast Auto wash" Vehicle, also supported an "A-Glaze" advertising logo. The business card Chris gave me at the completion of my car also has A-glaze and “west coast Auto wash” as well as scoopon advertised on the card! Ironic really, as the same guy who gave me the card and told me only 7 days prior that "A-glaze" and "West coast Auto wash" are different companies this man was also driving this vehicle….. Anyway I am glad to not have to deal with this crap anymore, I have un-subscribed to scoopon …… Good luck to the rest of you. My only advice would be, turn up to one of their fixed locations and refuse to leave until you have your car booked in and or a contact email address/phone number. It worked for me. Or maybe email Chris at the Welshpool branch, this is his direct email address [email protected] he was very helpful to me so i'm sure he will give you the same service.

    • issh on 22/03/2011 - 00:13

      After 2 months of emailing, and calling with no response, I took it upon myself to visit West coast auto wash fixed locations.

      wow…2 months, no response, many people would have given up, at least you went to their fixed locations

      Chris advised me that A-glaze was a different company and "WCAW" had agreed to let A-Glaze use “West coast Auto wash” factory to do their work

      .

      The business card Chris gave me at the completion of my car also has A-glaze and “west coast Auto wash” as well as scoopon advertised on the card! Ironic really, as the same guy who gave me the card and told me only 7 days prior that "A-glaze" and "West coast Auto wash" are different companies this man was also driving this vehicle

      LOL

      I had two young children with me and had to wait outside for 1hr, so as a courtesy they also vacuumed the boot of my car for the inconvenience. This was greatly appreciated, they did not have to do this as it very clearly states in the add that the “cabin” of the vehicle ONLY will be vacuumed

      guess it was a 'sorry' action of them

      overall, at least you got an okay outcome, better than some

  • Kathwilson777 on 22/03/2011 - 00:23
    +2

    Issh I don't know many people who would "give up" after 2 month's with a scam like this, do you? The way you critiqued my response makes me wonder…..

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