Basin 2 Way Radio, Inc.

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Thank you for your quick response in this matter. A little background on me and my vehicle. I'v had my 2014 Flex for approximately 6 months. I only drive it on Sundays to church and my days off. I drive a 19 year old Suburban during the week. On this particular day I had been at a good friends funeral all day and when that was over I went home, changed my clothes and drove to Mike's car wash. Got my Flex washed, went home to wipe it down and put it in the garage and found the damaged tire and rim. This was the only place I went besides the church and there I parked so far away from other cars that it could not have happened there. Also the damage is so obvious I would have noticed it immediately as I did after the vehicle was washed. I haven't been able to drive this vehicle since the damage was done. You can't just replace one tire, that doesn't work. I have to wait until I can afford a complete set, and pay to have the rim repaired, so this vehicle sits in my garage as it came from the car wash, damaged. I'm including pictures taken immediately after it happened. I really don't expect Mike's to take responsibility for this, cmon, there a huge corporation, they don't have too. So, thank you for your concern, but I don't hold out any hope that Mike's will do the right thing and take responsibility for their car wash damaging my vehicle.
Regards,
[redacted]

The complaint was not settled because the carwash denied to take responsibility for what happend the bumper of my car .There was no prior damage to the bumper of my car before going to the car wash 2 people one being the manger on the shift both did a walk around the car before the car went into the wash and both agreed the car was fine before going in . Mikes Carwash claims manager tried to tell me that my bumper was not properly installed on the car and told me that the bumper was not all the way touching the body of the car and thats why the bumper tore off they denied all responsibility for what happend to the car. After I exited the wash and seen what happend I immediately went to the manger and he took pictures and told me oh this looks like were at fault for this . He told me I looked at the car before it went in he didn't see anything wrong with the bumper. There are no signs saying they are not at fault for damage of a car except for a few specific things and those not saying bumper by any means.They did try to come to any agreement or anything to help pay for the damage of the car and just sent me a letter and pictures telling me the bumper was not on there denying being at fault. 2 pictures are the car  before going into the wash the damage happend to the left side of the car. On picture is the right side of the car which looks the same theres nothing wrong with bumper of the car. The brown [redacted] is the model just like mine bumper looks the same. And the manger failed to mention to the claims manger that he took of piece of torn mop out of the car wash that was no longer attached to the equipment in there wash that he removed after my car exited the carwash.

We can certainly understand Mr. [redacted]'s frustration in having to wait to Thanksgiving to get this resolved but unfortunately he is out of town until this time. We also want to get this resolved as soon as possible but without actually looking at his vehicle we do not feel it is fair to come...

to a decision on what has taken place. We have watched the video footage of his vehicle going through the carwash (which we have saved so we can show Mr. [redacted]) and do not see anything that has malfunctioned or anything unusual happening. It was a very smooth ride watching his [redacted] going through the entire wash tunnel. We have been in contact Mr. [redacted] by letter and also by phone. We believe it is in the best interest for all parties to meet and see if there is something we are missing that could have possible have caused this damage. If we caused this damage we want to make it right and take care of it.Thank you,Mike's Carwash

Yes, I do agree to let an arbitrator decide on this matter. I meant to add it to my previous response; I apologize.

At this point I believe it is just best to have a meeting and we can visually reenact what took place that day. This will help to eliminate anymore confusion and the going back and forth so we can all get to a resolution to the problem. We can set up a meeting with our Area Director with Ms. [redacted] at her convenience, or if she prefers to handle it through the Revdex.com we can arbitrate this matter.  If this is the route she choose we would request the arbitration to be at our Mike's location.Thank you,Mike's Carwash

We can certainly understand Mr. [redacted] concerns on the car rental. When looking into this further and watching the vehicle go through the carwash you can see that the rear bumper does not come off until it enters our blower room; which is a alarming to us especially since we washed...

over 1700 vehicles that day and had no other rear bumper issues. We still believe for this to happen that there was prior damage to the [redacted]'s rear bumper. This vehicle unforuately is a rental car where we don't know how it has been handled or what it has been through with prior drivers. As a Goodwill gesture we would be willing to work with Mr. [redacted] on his unlimited wash pass if he so chooses to do and also reimburse him for his $20 wash; but we would not take liability for the rear bumper damage. Thank you,Mike's Carwash

Our Area Director, Charles [redacted] has reached out to Mr. [redacted] and has agreed to buff out his vehicle.Thank you,Mike's Carwash

We have been in contact with Mr. [redacted] and unfortunately have not been in agreement. At this point we would be willing to arbitrate this  matter with the customer at our Mike's Carwash location in Florence, KY.Thank you,Mike's Carwash

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.A reenactment of this incident would probably not prove anything as I'm fairly certain the prep gun in question has most likely been repaired or replaced since this happened.  If Mike's Car Wash will not accept responsibility for property damage caused by their equipment in a WITNESSED  event then there is really nothing to arbitrate.  It's their word against ours.The staff at the 8281 Highland Pointe Dr in West Chester, OH was rude and suggested this was my fault since I did not check to make sure the previous user had placed the prep gun back in the holder.  Whether or not I checked to see if the prep gun was in the holder is irrelevant.  A high pressure water hose should NEVER engage without being triggered by the operator.  Period.  Claims manager, Janeese [redacted], stopped just short of calling me an outright liar telling me it was impossible for this to have occurred. Prep guns don't just "hover" in the air and it couldn't have only caused one spot of damage on the opposite side of where the prep gun was laid.  It was never recorded where the prep gun was laid and an unrestrained high pressure water hose can absolutely whip around.This has been turned over to State Farm Insurance.  The best I can do is let others know via social media, blogging, word of mouth etc. of how poorly this was handled and the horrible customer service.  Caveat emptor.
Regards,
[redacted]

Upon reviewing and looking further into Ms. [redacted] claim we do believe that her rear bumper had an issue with it not properly being attached. We have watched her vehicle on our cameras go through the carwash and seen that there was no malfunctions with our equipment; along with the fact that there...

were many vehicles prior and after hers that went through with no problems. We would be happy to arbitrate this matter with the customer.  Thank you,Mike's Carwash

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is ALMOST satisfactory to me. In addition to the $500 insurance deductable and the $20 car wash reimbursement, I would also like the remaining half $150 of my 6 month unlimited plan reimbursed to my credit card. Mike's Carwash had indicated in a previous email that they would reimburse this, but not in this last offer, so I'm not sure if I should decline the offer, or give them a chance to modify...
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.  For your reference, details of the offer I reviewed appear below.
What the business is failing to realize is they do have rows of cleaning cloths that move side to side in an almost circular motion as the car is moving through the car wash. I would like to speak with someone higher up rather than the manager that has no clue and no customer service skills. I would like someone higher up in the business to look at the vehicle. If agreement for repair of damages cannot be made after that, we have spoken to our lawyer and will be taking the case to small claims. We are currently in the process of obtaining a quote from Ford for repair of damages.
Regards,
[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.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:After speaking directly with their claims manager, we worked out a resolution to the claim and she was very helpful and prompt in seeing that the issue was handled. I appreciate her efforts in resolving the issue quickly and amicably despite my initial reaction. Many thanks.
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]

[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.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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:the business denied responsibility for the incident before showing me anything I know what the car looked like before entering the carwash and there was nothing wrong with the bumper. How can you assume the a space in a bumper that is on and was on bother sides of the car was the reason why the  bumper came off. That does not make any sense. I was not told what took the bumper off or anything they could have at least told me that which they did not. If the space  was supposed to be the cause of the bumper which  was this not said before the car entered the wash . Meaning the workers on the job clearly did not do there job if there was something wrong with the bumper. Which pretty much proves there was nothing wrong with it if it was mentioned to me. Also there was not signs saying there not responsible for any damages for cars going through the car wash. This company clearly does not want to take responsibility for this incident that has happen cause they know they made a mistake . Showing me a video of the car with not prove to me that there was something wrong with the bumper the bumper was not hanging lose or anything or that would cleary be noticeable. 
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
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.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

When reading Ms. [redacted] statement we understand her confusion and for this reason we will go ahead and send her a check for the $144.66 for the repairs to her mirror.  Also, so this does not happen to any other customers we have taken down the sign that says "go on green" so hopefully...

there will not be any further confusion in the future.Thank you.

We certainly understand Ms. [redacted] concerns regarding her rims she has a very nice vehicle. What we were trying to explain to Ms. [redacted] is that the damage that is on her rims were not consistent with our carwash equipment. I did offer to her several times to walk her through the carwash...

tunnel so she could see exactly how the carwash equipment does touch her rims. We would like to extend this offer out to her. We could have an Area Director schedule a meeting with her so they could discuss and walk through the carwash tunnel and visual see what does and does not touch her rims. We feel that this would be the best solution to this incident.Thank you, [redacted]Mike's Carwash

We have no problem showing the customer anything she would like to see. If Ms. [redacted] would like to get ahold of me, I can set up an appointment with her and an Area Director to view the video footage of her vehicle going through the carwwash. This will show her vehicle prior to entering the wash and going throughout the carwash.Just let me know.THank you.

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
 In response to Mikes Carwash. They did let me take my vehicle through the tunnel with the onsite manager and we both witnessed the machine slam into the side of my vehicle. They wanted to run the vehicle through a second time to take video which doesnt show how hard the machine slammed into the side of my car. When I pulled back around to come talk to the manager again, I looked at my rims and noticed 2 more rims were damaged. The same 2 to 3 inch damage that I noticed on my original claim that was denied. I waited around my car calling my insurance company to see what my options were with them since I was already getting the run around about my claim with the carwash. After about 30 minutes I called the customer service manager back to see if they had come to a decision and she immediatly yelled "Do I need to call the cops". I said if you feel the need to. I waited for the police to arrive and left per the request of the officer. They also mention I was stopping customers as they walking into the establishment. I did mention to a few customers that walked past and/or were in the office while I waited for a response from the corporate office. I would want to know if a companies equipment was damaging cars if I was about to go through with my expensive car or giving a wash as a gift.In response to the next day when I met with Charles A[redacted]. When I showed Mr. A[redacted] my damage he might have spent 30 seconds looking at the damage before taking me into the tunnel to show me how smooth the machine was running that day. I saw several trucks and 1 car that was not even close to the style of my car I had taken through the car wash. I did notice a van get damaged while we watched vehicles come through. It left a big black streak down the side runner of the van but he still denies the machine damages vehicles. When I asked him to compare the heights of the damage to my vehicle and the damaged platic guards on the machine. He said I dont see how are machine could damage your car and said we will have to agree to disagree. This is when I got upset about their attempt to bring a close to the Revdex.com claim. The whole time I was there he kept wanting to tell me how long Mikes had been in business and his 20 year resume at Mikes. He also kept mentioning the amount of expensive cars they have washed over years and never had clqims from them. Never did they have a resolution to my issues and the way I was treated the day prior. Never did I approach a customer on the lot or in the office that day. I did mention to 1 customer to watch out for damage while I waited for them to find my claim from the day prior. Which was found in the dumpster. They claimed they attached the new claim damage to the previous days claim even though it was a new claim for the damage that was caused while they took video of my car going through the carwash per their request.They say they that they will thoroughly review your experience, process claims fairly and accurately, professional etc etc etc. They might have spent 5 minutes looking at my claimbefore sending me 2 free washes. I filed on a thursday and received my letter that following monday. How can you review and inspect your equipment that fast and have a response to me in that short of a time frame. They still refuse to look at the damage and match it up to the pictures that were taken.