Mr. [redacted]The license plate only pulls up a 30 day pass that was paid for with cash at the North Highlands location.Please provide me with any additional license plate numbers you would like me to check Thanks, [redacted]Quick Quack Car Wash888-722-2792
Attached is the first check request for the antenna. This check for $286.35 was mailed out on 10/4/16.As you can see from the estimate she also had a license plate frame, which we were not covering because that did not have to do with the car wash.Attached is the second check request for $96.26. You...
can see the customer has delayed getting us an invoice and wrote that in her note at the top. There is also a replacement of every single wiper blade on the car. But the only damage was to the rear which we covered for her. Part of our process for incidents is that we do not pay customers from a quote, we must have a paid receipt which is also what took a lot of the time. This vehicle is a 1999 Lexus which is typically not something we cover since the vehicle is over 5 years old and our policy also states we are not responsible for your antenna. This sign is posted outside of 603 on the building and therefore I feel we have gone above and beyond to cover this customer and take care of her out of customer service. Please let me know if you need any additional information.
I am rejecting this response because: I spoke with [redacted] on Monday 8/24/15. I advised I would like to move forward and get the damages to my truck repaired. I agreed to waive the replacement of my aftermarket...
parts. [redacted] asked me to obtain an estimate from [redacted] and would meet with me on Thursday 8/27/15 at 5:30 pm at the Quick Quack located on Watt Ave in North Highlands. I obtained the quote and showed up at the Quick Quack location on 8/27/15. I called [redacted] at approximately 5:36 PM after I did not see him at the location to confirm he was still going to meet with me. He advised that he was not going to meet with me and to drop off the estimate to the manager on duty and that he would pick them up the next day and give me a call. It is going on two weeks since the damages occurred to my truck and I would like to move forward and get them repaired. There is a lack of sense of urgency on the part of [redacted]. If he was not going to be able to meet with me on 8/27/15, a courtesy call should have been made. This is unprofessional coming from a District Manager. I would like to get my damages repaired and move on from this.
I am rejecting this response because: I read this response and called [redacted] last week on Friday 8/28/15 and explained that his response was not accurate and that my aftermarket parts were damaged and I could upload pictures to show him the damages. After further discussion, we agreed to a compromise. We agreed that he would issue a check directly to [redacted] which would pay for the damages to my truck as outlined in the estimate provided and he would issue a check payable to Rack N Road to cover the damages to my roof rack. [redacted] advised the check would be available by Wednesday 9/02/2015. I was able to pick up the check today 09/02/2015. There are no outstanding issues remaining.
We agreed to pay for the damage to this truck today at 11:07 am today. We will gladly make a check payable to Natomas auto body and have it ready early next week. All damage done to this truck was caused by aftermarket parts but we have made an exception tour policy for the sake of good customer service. None of the aftermarket parts were damaged to the point they needed to be replaced.
Mr. [redacted]The license plate only pulls up a 30 day pass that was paid for with cash at the North Highlands location.Please provide me with any additional license plate numbers you would like me to check Thanks, [redacted]Quick Quack Car Wash888-722-2792
Attached is the first check request for the antenna. This check for $286.35 was mailed out on 10/4/16.As you can see from the estimate she also had a license plate frame, which we were not covering because that did not have to do with the car wash.Attached is the second check request for $96.26. You...
can see the customer has delayed getting us an invoice and wrote that in her note at the top. There is also a replacement of every single wiper blade on the car. But the only damage was to the rear which we covered for her. Part of our process for incidents is that we do not pay customers from a quote, we must have a paid receipt which is also what took a lot of the time. This vehicle is a 1999 Lexus which is typically not something we cover since the vehicle is over 5 years old and our policy also states we are not responsible for your antenna. This sign is posted outside of 603 on the building and therefore I feel we have gone above and beyond to cover this customer and take care of her out of customer service. Please let me know if you need any additional information.
We are currently actively working with the customer to resolve this complaint.
I am rejecting this response because: I spoke with [redacted] on Monday 8/24/15. I advised I would like to move forward and get the damages to my truck repaired. I agreed to waive the replacement of my aftermarket...
parts. [redacted] asked me to obtain an estimate from [redacted] and would meet with me on Thursday 8/27/15 at 5:30 pm at the Quick Quack located on Watt Ave in North Highlands. I obtained the quote and showed up at the Quick Quack location on 8/27/15. I called [redacted] at approximately 5:36 PM after I did not see him at the location to confirm he was still going to meet with me. He advised that he was not going to meet with me and to drop off the estimate to the manager on duty and that he would pick them up the next day and give me a call. It is going on two weeks since the damages occurred to my truck and I would like to move forward and get them repaired. There is a lack of sense of urgency on the part of [redacted]. If he was not going to be able to meet with me on 8/27/15, a courtesy call should have been made. This is unprofessional coming from a District Manager. I would like to get my damages repaired and move on from this.
I am rejecting this response because: I read this response and called [redacted] last week on Friday 8/28/15 and explained that his response was not accurate and that my aftermarket parts were damaged and I could upload pictures to show him the damages. After further discussion, we agreed to a compromise. We agreed that he would issue a check directly to [redacted] which would pay for the damages to my truck as outlined in the estimate provided and he would issue a check payable to Rack N Road to cover the damages to my roof rack. [redacted] advised the check would be available by Wednesday 9/02/2015. I was able to pick up the check today 09/02/2015. There are no outstanding issues remaining.
We agreed to pay for the damage to this truck today at 11:07 am today. We will gladly make a check payable to Natomas auto body and have it ready early next week. All damage done to this truck was caused by aftermarket parts but we have made an exception tour policy for the sake of good customer service. None of the aftermarket parts were damaged to the point they needed to be replaced.
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