Avery Road Shell Station

I'm responding to your query in the following emailYes, the address is correct: [redacted] As the Facebook page shows, similar complaints are registered by several customersI really appreciate your help in addressing this issue with this business so that other customers are protected as wellSincerely, [redacted]

I will be happy to exchange the ticket for a car wash at our place of business...Avery Road Shell The owner of Avery Road Car Wash is also the owner of Avery Road Shell He recently bought the car washThe phone number that is currently displayed at the car wash is for our Shell station, since this is a self serve car wash and unmanned at this time, however that situation will be changing soon It is noted that my asst manager hung up on the customerAfter talking to my assistant he relayed to me that he explained to the customer that he would have to see meI understand that unfortunately machines malfunction from time to time but this does not give the customer the right to call times and become rude and belligerent to someone who cannot even help him except to give him info on how to further proceed We strive for excellent customer service and I expect that from my employees, unfortunately this situation took an undesired path.The customer is free to call me at ###-###-#### during the hours of 7:30am to 3:00pm Mon-Fri and hopefully we can resolve this issue.Thank you,Cindy S [redacted] , Manager Avery Road Shell

I am rejecting this response because:The response does not address several points in my complaint:- There is no clear visible way for the customers to contact the owner should there be problems (and there are problems);- If the system malfunctions over the weekend, or after business hours, there's no mechanism to help the customers;- The customer service person is not properly trained.In addition, the response doesn't reflect the facts:- I didn't call times (I have the call records to prove this).- I was not rude or belligerent; I was trying to get help, ask for information and also prevent other customers experiencing the same problem.- The owner admits that the system is not working as desired, yet instead of stopping the service that’s not working, he/she still charges customers for subpar serviceThis is not good business.The system didn't provide any ticket (another broken thing about the business)So, I cannot exchange my ticket for another car wash at another placeInstead, I contacted my credit card company and disputed the chargeI expect that my credit card company will reimburse me for this charge for a service that was not providedI hope the new owner closes the business until all the issues are resolved, and the employees are properly trained on how to handle problems Regards, [redacted]

I'm responding to your query in the following email. Yes, the address is correct: [redacted]As the Facebook page shows, similar complaints are registered by several customers. I really appreciate your help in addressing this issue with this...

business so that other customers are protected as well. Sincerely,[redacted]

I am rejecting this response because:The response does not address several points in my complaint:- There is no clear visible way for the customers to contact the owner should there be problems (and there are problems);- If the system malfunctions over the weekend, or after business hours, there's no mechanism to help the customers;- The customer service person is not properly trained.In addition, the response doesn't reflect the facts:- I didn't call 4 times (I have the call records to prove this).- I was not rude or belligerent; I was trying to get help, ask for information and also prevent other customers experiencing the same problem.- The owner admits that the system is not working as desired, yet instead of stopping the service that’s not working, he/she still charges customers for subpar service. This is not good business.The system didn't provide any ticket (another broken thing about the business). So, I cannot exchange my ticket for another car wash at another place. Instead, I contacted my credit card company and disputed the charge. I expect that my credit card company will reimburse me for this charge for a service that was not provided. I hope the new owner closes the business until all the issues are resolved, and the employees are properly trained on how to handle problems.
Regards,
[redacted]

I will be happy to exchange the ticket for a car wash at our place of business...Avery Road Shell.  The owner of Avery Road Car Wash is also the owner of Avery Road Shell.  He recently bought the car wash. The phone number that is currently displayed at the car wash is for our Shell station, since this is a self serve car wash and unmanned at this time, however that situation will be changing soon.  It is noted that my asst manager hung up on the customer. After talking to my assistant he relayed to me that he explained to the customer that he would have to see me. I understand that unfortunately machines malfunction from time to time but this does not give the customer the right to call 4 times and become rude and belligerent to someone who cannot even help him except to give him info on how to further proceed.  We strive for excellent customer service and I expect that from my employees, unfortunately this situation took an undesired path.The customer is free to call me at ###-###-#### during the hours of 7:30am to 3:00pm Mon-Fri and hopefully we can resolve this issue.Thank you,Cindy S[redacted], Manager Avery Road Shell