Artlip & Sons, Inc.

To whom it may concern:Mr***’s Toyota Camera was detailed by our staff at our Hales Corners
facility on October 13th, We performed a complete interior
detail, which includes cleaning all carpets, upholstery, paneling, windows, and
anything else on the interior of the vehicle that can or
needs to be cleanedThis
service usually takes several hours for a detail technician to complete, and
Mr*** left his vehicle with us to be servicedPart of what Mr*** paid for in this service is to have his seats shampooed
These seats had aftermarket seat covers on them, so the detail technician
removed them properly and without damageHe cleaned them, and located them in
the trunk of Mr***’s vehicle along with any other personal items that had
to be removed from the vehicle to allow cleaningThe detail technician then shampooed
the seats and upholstery of the vehicleThis standard procedure for any
professional automotive detailing shop to for several reasons:Mr*** paid to have his seats shampooed, and
we were completing the serviceThe seats would not properly dry if we put the seat
covers back on at the time of service, causing mildew like smell in the
vehicleWe could not properly clean the seat covers or
seats without removing the seat coversAfter Mr*** picked up the vehicle, he was made aware of why his seat covers
were removed and why they were not reinstalledAfter Mr*** paid for and left with his completed vehicle, he claimed
that our detail technician cut the seat covers off of the seats in his vehicle,
and demanded that we pay for new onesOur manager ***, looked into the
situation by viewing the surveillance footage of the service being performed as
well as interviewing the detail technician who performed the serviceIt was in
his professional opinion that in no way did Full Service Car Wash cut or damage
Mr***’s seat coversNot satisfied with ***’s conclusion, Mr*** eventually returned to
our business when I was thereWhen he returned, our receptionist, Carolina,
radioed the manager on duty that day, Chad, that there was a very upset
customer in the lobby and he needed to address the situationChad, who was not
fully aware of the situation, asked for my assistance with helping the
customer, to which I agreedIn our lobby I found Mr*** very emotionally distressed, yelling and longwindedly
talking about how we damaged his vehicle, not letting our receptionist or
manager Chad explain to him the situationBecause there were many other
customers present, I invited Mr*** outside in the parking lot to talk about
the circumstances further, and look at his vehicle with himI began to tell
him about what *** had communicated to me when he started getting belligerent
He told me several times in a row to “Shut up, Shut up, Shut up!” at which
point I explained that if he was not going to talk to me like a professional, I
would no longer help himHe again yelled at me, “what don’t you get about the
words shut up?!” At this point I politely explained to him that I would no
longer help him, he was aware of our company’s decision, and that he was on
private property and needs to leaveMr*** refused to leave, grew more upset and belligerent, at which
point I explained that if he didn’t leave, I would call the police to make him
to leaveMr*** then said that he would call the police himself, and went
back to his vehicleThe police showed up several minutes later, took a
statement from Mr*** and myself, and Mr*** leftFollowing this incident, several letters showed up to our businesses as
well as our President’s personal residence explaining that Mr*** wanted his
seat covers paid for.Based on the video surveillance, employee interviews, and the manager’s firsthand
account of viewing Mr***’s vehicle, Full Service Car Wash has decided to stay
with our original decisionWe have considered this damage claim to have been
settled at the time we told Mr*** our professional opinion and asked him to
leaveIt is our belief that Mr*** may have tried to reinstall the seat
covers himself, and damaged them in doing soFull Service Car Wash has been a family owned and operated business for
yearsWe have locations, over employees and have been voted Milwaukee’s
best car wash by Milwaukee MagazineWe also have an excellent reputation that
we strive to uphold with our customersWe could not obtain this if we mistreated
our patrons and deny responsibility for damage that we causedIf there was any
doubt in my mind that our business damaged Mr***’s seat covers, we would
take full responsibility and have them replaced along with refunding him for
his servicePlease feel free to contact me further if you have any questions about
this situation.Sincerely,*** *** Vice PresidentFull Service Car Washes, Inc262-CAR-WASH

August 8th, 2016   To Whom It May Concern:   My staff and I have reviewed the Revdex.com complaint regarding this customer’s visit to our [redacted] facility on July 25th, 2016. During our internal investigation of the day’s surveillance system, employee interviews, register reports, text...

message program receipts, and customer history records, we have discovered several inconsistencies with the customer’s allegations.   The first of these inconstancies (and arguably the least relevant) is their statement that reads they’ve, “going to Full Service Car Wash since 2006 (both [redacted] and [redacted] locations)” Our car wash tunnel controller tracks every license plate number of every vehicle that is ever washed at any FSCW location. Our detailed records indicate that this customer’s first visit at our [redacted] facility was well into 2007. Their first visit at our [redacted] facility was not until 2008. Despite the fact that we feel this initial statement in the complaint, which is proven false, is irrelevant to their visit on July 25th, it demonstrates that their credibility should be questioned throughout the rest of their allegations.   After conducting surveillance audits and employee interviews of the salesman, cashier, and manager, it is our opinion that this customer was trying to abuse our text message discount program for several reasons. The first reason is that the salesmen that this customer initially spoke with remembers the encounter with them clearly. He stated that the customer simply asked if the text message (which expired the day before) was valid. He stated that he didn’t know for sure, but that this customer should ask our cashier inside, showing them the message on their phone, as this is where all discounts are applied anyway. When the customer asked the cashier to apply the discount, she followed protocol and denied the discount as it clearly wasn’t valid. By trying to “play both sides” of our sales and reception team, this customer thought that they would be getting a clearly expired discount. It is in our opinion that because this customer was upset that they didn’t get their expired discount, that they filed a Revdex.com complaint.   The text message discount this customer received on Friday, July 22nd at 7:43AM read as follows: [redacted] Cool off your car! $5.00 off The Works Wash or $2.00 off any car wash all weekend. We’ll get all the bugs off and the dirt out of your car. C U soon!”   All of our text message discounts clearly state an expiration date that our company strictly abides by. This particular message said, “though the weekend” meaning Sunday. We make no exceptions for extending any promotions regardless of weather, mechanical failure, or any other situations including stated expiration dates. Because of this, FSCW denied this customer the expired discount, and will continue to deny their refund as well as denounce their allegations.   Please feel free to contact me further if you wish to discuss this more.   Sincerely,   Tyler [redacted] [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I...

have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
Michael [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Car wash management DID NOT say the company would not take responsibility for the damage. If I had been told my mirror would not be repaired, I would have gone elsewhere to have it repaired at my own cost. Instead, management gave me the run-around, telling me on numerous occasions I would get a call back to let me know when I could bring my car in to have the mirror repaired. AT NO TIME did anyone with whom I spoke say anything about the age of my car. I understand a replacement would be difficult to find, but no one I spoke with at the car wash ever said anything about that.I have since had the mirror repaired, not replaced, and although it is not fully functional, at least I can now drive safely. I will never return to this car wash location again because I don't do business with liars.
Regards,
Laverne [redacted]

We are in contact with the customer, and are working to replace the mass for them, as we have discussed.

Most of what was said by the Full Service Car Wash was untrue.  The police officer4, who was at the car wash said that he had the same seat covers on his personal vehicle and the ONLY WAY to get them off is tremove the seat at the dealership or cut them off.Originally, the Car Wash Respondent told me that the car wash NEVER REMOVES SEAT COVERS.  Now he's saying that I damaged the covers.  Incredible.

We will not be addressing this any further. Our reasoning is stated in our original response.

FSCW management has told this customer that we are not taking responcibility for the damaged mirror several times. This is because the vehicle is over 20 years old, and the reason the mirror broke is because of the age and condition it was in when it came through the car wash. It did not break...

because the car wash malfunctioned or did anything wrong or special to this vehicle. We wash hundreds of thousands of other vehicles every year the same way without incident. It is FSCW’s policy to not take responcibility for damaged vehicle’s over 10 years of age for this reason. This policy is clearly posted at the entrance to each of our facilities.