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A little pricey." ] } ], "topComplaints": [ { "aspect": "equipment_working", "score": -0.4931768158473955, "mentions": 6815, "negMentions": 5058, "snippets": [ "Front rollers never touch my vehicles needs adjusted", "Fixed the vacuums they never work as hard as they should." ] }, { "aspect": "price", "score": -0.20754288310803135, "mentions": 8803, "negMentions": 5301, "snippets": [ "Pricey for the service you get. Inside of my car was still dirty when they finished. Won’t go back", "Not able to vacuum without an extra cost is like buying tires without air. You want to vacuum $15." ] }, { "aspect": "membership_value", "score": 0.16483516483516483, "mentions": 7189, "negMentions": 2949, "snippets": [ "Just canceled my subscription do to scratches on my new vehicle I got", "I've been a member for years, but the last three times have been awful. It won't clean the sides of my car. Looking for another place." ] }, { "aspect": "result_quality", "score": 0.2859937525636576, "mentions": 31693, "negMentions": 10844, "snippets": [ "They can’t seem to get the bugs off in one wash.", "Have to go thru multiple times for it to clean my car" ] } ], "executiveSummary": { "anomalies": [ { "metric": "rating", "direction": "drop", "startMonth": "2024-01", "endMonth": "2024-03", "extremeMonth": "2024-01", "baselineValue": 4.273775954883363, "windowValue": 3.9231408392189446, "extremeValue": 3.8546292118010124, "durationMonths": 3, "themes": [ { "key": "membership", "label": "membership / cancellation friction", "count": 174, "rate": 0.12305516265912306 }, { "key": "damage", "label": "vehicle damage", "count": 161, "rate": 0.11386138613861387 }, { "key": "wash_quality", "label": "wash result quality", "count": 140, "rate": 0.09900990099009901 }, { "key": "price_hike", "label": "price hike / value loss", "count": 128, "rate": 0.09052333804809053 }, { "key": "staff", "label": "staff conduct", "count": 77, "rate": 0.054455445544554455 } ], "affectedLocations": 7, "topAffectedCities": [ { "city": "Anaheim", "state": "CA", "baselineRating": 4.4, "windowRating": 1.4545454545454546, "windowReviews": 11 }, { "city": "Orlando", "state": "FL", "baselineRating": 3.8, "windowRating": 2, "windowReviews": 15 }, { "city": "Spokane", "state": "WA", "baselineRating": 4.3, "windowRating": 2.3333333333333335, "windowReviews": 6 }, { "city": "Layton", "state": "UT", "baselineRating": 4, "windowRating": 2.4444444444444446, "windowReviews": 9 }, { "city": "Santa Ana", "state": "CA", "baselineRating": 4.4, "windowRating": 2.6, "windowReviews": 5 }, { "city": "West Jordan", "state": "UT", "baselineRating": 4.3, "windowRating": 2.7777777777777777, "windowReviews": 9 } ], "sampleQuotes": [ { "city": "Killeen", "state": "TX", "ym": "2024-03", "stars": 1, "text": "i have been going here since 2020 & always had a great experience until one day i didn’t . i got stuck in the car wash itself and tried to get out of the belt because i backed up into the lady’s car behind me and we ended up hitting one another . no damages from her . when i tried to get out i went over the belt or something and my bumper is now cracked . i took matters into my own hands after honking and not getting any help at first until i was free . very displeased & haven’t heard back from them about the incident . not a happy camper ." }, { "city": "Round Rock", "state": "TX", "ym": "2024-01", "stars": 1, "text": "Poor customer care experience Would appreciate a discussion with District Manager or Franchise Owner. Long-term membership, multiple vehicles." }, { "city": "Round Rock", "state": "TX", "ym": "2024-03", "stars": 1, "text": "Been a member for years - Not worth the membership cost at all! I have paid the membership cost of $69.99 per month since they have increased the price and my car never comes out completely clean at this location. There are usually bugs left on my front bumper and if I pay the extra cost to get my rubber mats washed, I have to be sure they actually wash them and not just vacuum them which is included. Today I let them know that last week my mats were not washed and I paid the extra $2 and the manager said he was sorry, I would have to pay the extra cost this time again too. Definitely time for" }, { "city": "Round Rock", "state": "TX", "ym": "2024-02", "stars": 1, "text": "I forgave MCW for taking my credit card information yet failing to properly initiate my membership, thus making me late for work when I tried to stop by beforehand for a “quick” wash the next visit. I forgave them when my membership was screwed up again, this time in a different city. I forgave their terrible vacuums at multiple locations across the state. I forgave them for making it nearly impossible to digitally manage my account because they can’t find my membership disabling me from connecting my accounts (notice a theme here?). Today was my last straw. I rocked up to the Gattis School lo" } ], "ownership": { "rate": 0.021216407355021217, "count": 30, "priorBrand": "Quality Car Wash", "priorBrandCount": 7, "priorBrandShare": 0.23333333333333334 } } ] }, "competitorAverages": { "avgCompetitorsRing1": 5.871609403254973, "avgCompetitorsRing3": 35.96383363471971, "avgCompetitorsRing5": 58.4122965641953, "medianRing1": 5, "medianRing3": 29, "medianRing5": 44 }, "timeseries": [ { "month": "2024-01", "reviews": 1991, "avgRating": 3.9161225514816675 }, { "month": "2024-02", "reviews": 2127, "avgRating": 3.793135872120357 }, { "month": "2024-03", "reviews": 3103, "avgRating": 4.016757976152111 }, { "month": "2024-04", "reviews": 2859, "avgRating": 3.9849597761455056 }, { "month": "2024-05", "reviews": 3104, "avgRating": 4.048969072164948 }, { "month": "2024-06", "reviews": 2465, "avgRating": 3.974847870182556 }, { "month": "2024-07", "reviews": 2428, "avgRating": 4.098434925864909 }, { "month": "2024-08", "reviews": 2509, "avgRating": 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