The Toy Wash

I spent $ 295 on the Diamond package, which is the top-​of-​the-​line detailing package. The MDX was relatively clean to begin with, so my hope was for great leather conditioning, deep carpet vacuum & cleaning, dust removal from the small spaces and an exterior that looked showroom ready.
I dropped the car off at 8:00 a.m. for this detailing and for a remote start installation. I was told it would be ready around 4:00.
I called around 3:00 to confirm it would be ready and I was told it was all set. During the walk-​through, I was surprised to find small debris on the front passenger seat, almost as if a vacuum filter exploded and they left some of the debris on the seat. Then I discovered the driver seat carpet was not vacuumed thoroughly. It appears they only had a large head attachment to their vacuum cleaner and couldn’t get into the curves, corners or edges. I could have done this same incomplete job myself with a hand-​held vacuum in under 15 minutes.
Jeff, the manager, apologized and said he’d take care of it if I waited a few more minutes. Fine.
He pulled it around a second time and I completed my inspection. Well, I quickly found that the carpets in the cargo area and the front passenger seat were not vacuumed thoroughly either. Then I found there were stains on the plastic edge of the back seat that I could smudge with my thumb, so clearly that had not been cleaned. It was evident there was a worrying lack of attention to detail when it came to the interior.
I walked back into the office said, «I’m not sure why I spent any money in this place, let alone $ 300.» Jeff and one of his workers came out and I pointed out the problems. To his credit, Jeff admitted that the worker who cleaned my MDX didn’t do satisfactory work.
I would have preferred he discovered this before he told me the car was ready, and before I drove the 45 minutes to pick it up. I mean, where is the quality control? Jeff had three chances to inspect the car: 1.) before he told me it was ready for pick up, 2.) before he pulled it around for me the first time, and 3.) before he pulled it around for me the second time.
The saving grace here is that Jeff eventually took ownership of the problem and said he’d redo the work himself that night and deliver the car back to my house (45 minute drive). True to his word, he spent several hours fixing the sloppy work and got it back to me at 10:15 p.m., and swapped it out for the rental car they had arranged for me.
That’s another thing — they advertise that they have a «luxury car loaner» if you buy the Gold or Diamond package. I confirmed with them during the initial reservation 3 weeks ago, then a day before the appointment that they would have this loaner car. They confirmed both times it was available. Turns out it wasn’t, so one of the workers had to drove me 15 minutes to rent a car at Enterprise (on their dime). I learned when I gave my name to the Enterprise guy, that Toy Wash had made the reservation for the previous day and I was lucky they still had a car available. Lucky for sure, because the guy from Toy Wash, who had driven me to Enterprise, had dropped me at the door and left.
To sum it up, my wife, for whom this was a birthday present, is happy with how the car looks — the paint looks showroom ready and the interior is clean. However, it was not a painless experience for me. I experienced high prices, unsatisfactory initial work, faulty reservations, no promised «luxury loaner car» and unneeded angst & inconvenience.
So, I begrudgingly leave 3 stars for Toy Wash mostly for the end result, but the whole experience left me with a bad taste in my mouth.
Update: 6÷25÷2015
I just got a call from Enterprise Rental Car who said that Toy had not paid the bill despite them leaving messages with Toy for two weeks. Enterprise was giving me a heads up so that I could try to get them to pay it because they were about to put the charges on my card. I just spoke with Jeff and he expressed surprise that it was not paid. Taking a star away from this because this experience continues to be a thorn in my side.

I traveled 45 minutes from my home in Boston to The Toy Wash in Marlborough only to be turned away by the gentleman at the front desk.
The Toy Wash’s website states «NEW! Quick Wash… No Appointment Necessary!» Additionally, upon arrival, you might notice a large banner with similar messaging hanging from the side of their building. This is false! I walked in the door and said, «Hey there. My Audi could use a ‘quick wash’.» The gentleman behind the desk said, «We’re booked up today, but we could do tomorrow.» Puzzling considering the website and signage promoting walk-​ins. So I replied, «I thought you guys take walk-​ins.» His response? «We do sometimes.»
Walk-​ins welcome… Sometimes?
Let me reiterate that I drove 45 minutes from Boston to Marlborough for the sole purpose of getting a simple, exterior ‘quick wash.’ Why The Toy Wash? Because my dealership recommended them! I have a brand new, fully-​loaded Audi with ‘Brilliant Black’ paint and I’m concerned about the hairline scratches improper washing techniques introduce to the clear coat. I needed to find a business that could care for my Audi today (with a simple wash) and in the future (with quarterly detailing). I’m not concerned about price. I’ll pay top dollar for exemplary service and expertise. So I called my dealership, asked them to recommend a business that knows what they’re doing, and they sent me to The Toy Wash.
I will never return. I will also report back to the dealership to ensure that they don’t send other customers to The Toy Wash (a poor recommendation reflects badly on the Audi dealership and brand).
To the owner/​manager who will undoubtedly reply to this review stating that customer service «is their business,» please save yourself the keystrokes. It’s 2014. Competition is fierce. You get one shot. You blew it. I have no doubt that your crew is a group of passionate and talented car guys, but — as a business — The Toy Wash falls short.
My search for a quality wash/​detail business continues…

I purchased the top of the line package for $ 245. Maybe my expectations were just too high but for that price I expected perfection. They did a respectable job but the devil is in the details and they missed cleaning things like the console, cup holders and other small items that took away the wow factor. I debated between 3 and 4 stars. Just wasn’t up to par. I wouldn’t say don’t go but if you do, check the car out REALLY well before you leave.

Had my SUV detailed here about a month ago. Overall, I would say that they are just ok.
Pros: they have a loaner car if you get a certain package on your detail
Cons: their hours suck for anybody that works (9 to 5? really? even banks have better hours), the loaner car was a mercedes, but a beat mercedes, they did not detail the engine, one of the windows in the back of the SUV was not cleaned at all (and other windows were done, but pretty poorly)
In summary, I got a better detail from the dealer (which also gives a loaner car) and can also do any maintenance work at the same time