Beach & La Mirada Car Wash

This response is in regards to the incident that occurred on 10/29/ Beach & La Mirada Car Wash is a 100% hand car wash and detail center As such our policy explicitly states: we are neither responsible nor liable for vehicles that have been damaged or have preexisting faulty parts prior to serviceIt was unfortunate the damage was noticed after service has been performed but as mentioned before, the business is neither responsible nor liable per our disclaimer We serviced a customer’s truck for a wash and the employee hand-drying the truck noticed a flat tireOur manager, [redacted] , was immediately notified along with the customer [redacted] inspected the tire and noticed many cracks due to wear and tear and insisted we put air in the flat tire When [redacted] proceeded to check the other tires for air and noticed the same cracks on the remaining three, the customer got down on their knees and inspected as wellThe customer then asked to change the flat to a spare tire that we politely attempted as a courtesy but unfortunately we did not have the appropriate jack Out of [redacted] ’s control he suggested the customer call AAA for assistance On average we wash cars a day and have never received a complaint about a gashed or punctured tireIt is nearly impossible for our conveyor to tamper, puncture or damage all four tires in a uniform mannerBeach & La Mirada Car Wash maintains we will not be responsible for the customer’s preexisting worn tire that inevitably became flat on our property As a service-oriented business, we did not blame the customer and assisted them throughout the process to ensure their safety We appreciate the customer’s patronage and hope we can service their vehicle in the future

Beach & La Mirada Car Wash was built on an ethical foundation to service customers in a fair and honorable mannerSince opening in 2006, our menu of services has remained the same, unchangedIf there are any promotions being offered, we publicly announce the specials to gain awarenessThat being said, we have never offered a promotion that includes a free wash with purchase of serviceThe customer is clearly aware of the services because they mentioned that they have been a customer since the beginning and even stated they have not had any other incidents until nowThe customer stating that they are 100% sure we offered the service is, unfortunately, incorrectTo this day, there has not been a single complaint like the one this customer hasWe are definitely not trying to or wanting to insult the customer’s intelligenceWe are simply stating that we did not offer such a promotion and are not at fault for their misunderstandingThe business and workers have always and will continue to diligently practice a strong work ethic, full of integrityFurthermore, we have never misled any of our customers into purchasing a service that does not existBeach & La Mirada Car Wash sincerely apologizes, once again, for the confusionWe appreciate all past patronage and support

As we stated from the beginning, we are not liable nor responsible for previous damage on a vehicleWe are firmly standing by our policy and will not compensate the customerIn regards to the unreturned phone calls: the customer got in contact with the owner within the days and scheduled to come in past the dateOur manager never mislead the customer about the email address on his business card being direct address to the ownerThe customer never received an email response because the customer stated they wanted to deal solely with the ownerWe have integrity in all of our work and have never been dishonest to any customerWe acknowledge our faults and own up to themWe hope this can be settled once and for all

o whom this may concern: Beach & La Mirada Car wash is a full service auto wash and detail centerWhen a customer enters the property, they are greeted by a ticket writer which then performs a quick inspection of the vehicle and suggests a specific serviceThe ticket writer’s job is to help and educate the customer with the services we offerBeach & La Mirada Car wash is not in the business of pushing a service that does not seem necessary.On July 5, 2017, when the customer entered the property, our ticket writer greeted her and proceeded to do a quick inspection of the vehicleThe employee noticed that the vehicle's mats and carpet were not in great condition, so he suggested an express carpet detail that is $The ticket writer explained to the customer what the service entailed and therefore, the customer agreed to the serviceAll of our tickets are noted with the service and the priceThe ticket was paid for and the service was performedOur policy at Beach & La Mirada Car wash does not include a refund for a service that has been performed and completedIf the service is not to the customer's satisfaction, we encourage the customer to bring in their vehicle so that we could deliver a satisfactory serviceIn this case, we provided the express carpet detail and the customer left satisfiedWhen the customer's father came to the car wash the next day, our manager on duty told him that we are not able to refund the serviceWe apologize for any miscommunication, but we are unable to offer a refundWe appreciate your patronage and hope to serve you in the futureRegards, Beach & La Mirada Car wash

This response is in regards to the incident that occurred on 5/2/15.Beach & La Mirada Car Wash is an auto-hand car wash and detail center. As such our policy explicitly states: we are neither responsible nor liable for vehicles that have been damaged or have preexisting faulty... parts prior to service. It was unfortunate the damage was noticed after service has been performed but as mentioned before, the business is neither responsible nor liable per our disclaimer.On this particular day we performed a leather treatment service for the interior of the vehicle. Upon completion, the customer expressed their dissatisfaction with the service and poor job of the vacuum. Our manager was notified and offered the customer to re-do the service. When the vehicle was pulled into the vacuum area, the customer stated we had broken a piece of the plastic for the seat track. Then the customer walked around the vehicle and pointed out a scratch that we allegedly made. Our manager offered to show video footage of the vehicle but the customer declined stating they had no time. We encourage our customers to review the video footage due to the expiration of 5 days. When the customer was informed of this information, they still declined. Given the circumstance, the customer asked for their money back, but we had to decline because the service was completed. The customer took our manager’s business card and asked for the owner’s name. The customer emailed our manager thinking it was the owner’s address. Our manager did not reply because the customer stated he did not want to speak with him and wanted to speak directly to the owner. The customer got in contact with the owner after the 5 day mark and set-up a time to come in and review. When the customer came in on May 12, he had spoken to the owner and manager in regards to the matter and asked to review the footage. Our manager tried to recover the footage, but it had already been erased. Unable to retract the footage, the customer asked our manager if he had received his emails and when our manager replied with a ‘yes’ the customer said that was all they needed to know and left the property. Beach & La Mirada Car Wash maintains we will not be responsible for the customer’s preexisting damage that occurred on our property. As a service-oriented business, we did not blame the customer and assisted them throughout the process. We appreciate the customer’s patronage and hope we can service their vehicle in the future.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Wow what a scam, they quote “The customer went to the
cashier to pay and once again asked about the policyThe cashier reiterated
what the ticket writer had said about the 24-hour rain check policy and the
additional $for a hand waxThe customer asked for the cashier’s name upon
leaving the store, which was graciously provided.“
I been using their service since they opened business
because I live nearby I have used this
car wash for many years and washed many different cars with this car wash. Having said that I am fully aware of their
service offerings and I never had an issue until this incident. Why all of sudden I would claim something
that they did not offer. I know what
they offered and based on what was offered, I purchased $service due to a
free car wash offer. Having denying this
fact is simply outrageous. After
reviewing the car wash’s statement, I am wondering how they can remember 100%
of customers who they serviced that day.
Their employee must have photographic memory. The fact that they insult my intelligence by
stating that I simply misunderstood their rain check policy is unbelievable. I have checked Yelp review of this car wash
and they have more than enough share of bad reviews in the past and I would be
a welcome addition to that dissatisfied customers list. I hope to find other customers who were
offered same deal as me and those who purchased same deal to file a similar
complaint and when that happens how are they going to respond then. I will reiterate again, I have tried $
service few times and was never satisfied with the service so I have switched
to $service. I had no reason to go
back to $unless it was offered with a special like a free car wash. I am 100% sure many customer who got the same
offer, and I will be watching out for those customer who will file a similar
complaint. Trying to con a customer with
bad scam is never a good business practice and it should be stopped. That is a reason why I am filing a complaint
with Revdex.com. Here is my final advice to the
business owner, “Treat your customers like a Kings.”
KO
Regards,
*** ***

o whom this may concern: Beach & La Mirada Car wash is a full service auto wash and detail center. When a customer enters the property, they are greeted by a ticket writer which then performs a quick inspection of the vehicle and suggests a specific service. The ticket writer’s job is to...

help and educate the customer with the services we offer. Beach & La Mirada Car wash is not in the business of pushing a service that does not seem necessary.On July 5, 2017, when the customer entered the property, our ticket writer greeted her and proceeded to do a quick inspection of the vehicle. The employee noticed that the vehicle's mats and carpet were not in great condition, so he suggested an express carpet detail that is $49.99. The ticket writer explained to the customer what the service entailed and therefore, the customer agreed to the service. All of our tickets are noted with the service and the price. The ticket was paid for and the service was performed. Our policy at Beach & La Mirada Car wash does not include a refund for a service that has been performed and completed. If the service is not to the customer's satisfaction, we encourage the customer to bring in their vehicle so that we could deliver a satisfactory service. In this case, we provided the express carpet detail and the customer left satisfied. When the customer's father came to the car wash the next day, our manager on duty told him that we are not able to refund the service. We apologize for any miscommunication, but we are unable to offer a refund. We appreciate your patronage and hope to serve you in the future. Regards, Beach & La Mirada Car wash

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.They state in their response that they are not responsible for vehicles that have been damaged or have pre existing damage. I have a feeling that a Judge would hold them responsible for damages done as a result of their carelessness.  Again, they did not respond to the reason why my phone calls were not returned the day of and after the incident to arrange to view the video. Why??? My attempts were all within the five day window beginning that very day.  I never declined. I could not do it that day because of things I had scheduled. But I did not decline to ever review it.  As far as the information that was provided (business card) [redacted] (Manager) told me that is how I make contact with the owner to discuss the issue. They are being contradictive if they are saying I should of contacted the manager of which I did if it was his email that I attempted to reach the owner. Then why didn't the manager respond to the emails I sent if that was the channel they wanted me to go through???I will pursue further action in court if they don't have the integrity or credibility to be honest business owners!  They have very poor reviews and they have just added another review with Revdex.com that reflects very poor on them.
Regards,
[redacted]

This response is in regards to the incident that occurred on 10/29/2014.
Beach & La Mirada Car Wash is a 100% hand car wash and detail center.  As such our policy explicitly states: we are neither responsible nor liable for vehicles that have been damaged or have preexisting faulty parts...

prior to service. It was unfortunate the damage was noticed after service has been performed but as mentioned before, the business is neither responsible nor liable per our disclaimer.
We serviced a customer’s truck for a wash and the employee hand-drying the truck noticed a flat tire. Our manager, [redacted], was immediately notified along with the customer. [redacted] inspected the tire and noticed many cracks due to wear and tear and insisted we put air in the flat tire.  When [redacted] proceeded to check the other tires for air and noticed the same cracks on the remaining three, the customer got down on their knees and inspected as well. The customer then asked to change the flat to a spare tire that we politely attempted as a courtesy but unfortunately we did not have the appropriate jack.  Out of [redacted]’s control he suggested the customer call AAA for assistance. 
On average we wash 230 cars a day and have never received a complaint about a gashed or punctured tire. It is nearly impossible for our conveyor to tamper, puncture or damage all four tires in a uniform manner. Beach & La Mirada Car Wash maintains we will not be responsible for the customer’s preexisting worn tire that inevitably became flat on our property. 
As a service-oriented business, we did not blame the customer and assisted them throughout the process to ensure their safety.  We appreciate the customer’s patronage and hope we can service their vehicle in the future.

This response is in regards to the incident that occurred on August 7, 2015. Beach and La Mirada Car Wash offers a $40 hand wax service that includes a rain check. The rain check is in place for customers to return within 24-hours of their $40 hand wax to receive a free car wash (if it rains during...

this window of time). This policy does not include a free hand wax, but can be purchased within the 24-hours for an additional $15. On August 7, 2015, the customer came to Beach and La Mirada Car Wash and purchased the $40 hand wax. The ticket writer, who is the first point of contact and intakes customers, informed the customer of our 24-hour rain check policy. Because there seemed to be some confusion, the ticket writer explained, in detail, what the policy entailed. The customer went to the cashier to pay and once again asked about the policy. The cashier reiterated what the ticket writer had said about the 24-hour rain check policy and the additional $15 for a hand wax. The customer asked for the cashier’s name upon leaving the store, which was graciously provided.    On August 19, 2015, twelve days after the hand wax purchase, the customer returned for a “free wash.” The cashier (who was not the one who originally helped him) went through the customer’s account history and did not see a note to honor a free wash. The cashier spoke with the ticket writer that wrote the $40 service and he stated they never offered a free wash on top of the hand wax. The customer was upset at the miscommunication and spoke to the manager. The manager confirmed information that had previously been relayed, which is that our services do not include a free wash unless the 24-hour rain check is applicable. The customer, dissatisfied with the explanation, requested to speak with another manager. Due to the miscommunication and confusion, speaking with a different manager did not help. In an effort to diffuse the situation and satisfy the customer, the manager offered a free Gold wash upgrade with a Silver wash purchase. The customer was not pleased with the offer and swiftly declined. The ticket writer has been an employee of Beach and La Mirada Car Wash for over 9 years. He is well informed of all the services and specials offered and would never misinform a customer. Up until this point, we have never dealt with a customer who refuted our rain check policy due to confusion. Although we apologize for the confusion on the part of the customer, Beach and La Mirada Car Wash is not responsible for services that are not offered or available. We encourage all customers to inquire about particular details when there is any confusion about our policies. Beach and La Mirada Car Wash’s knowledgeable and friendly staff members are well equipped to assist you. We appreciate your patronage and hope to service your vehicle in the near future.

Beach & La Mirada Car Wash was built on an ethical foundation to service customers in a fair and honorable manner. Since opening in 2006, our menu of services has remained the same, unchanged. If there are any promotions being offered, we publicly announce the specials to gain awareness. That being said, we have never offered a promotion that includes a free wash with purchase of service. The customer is clearly aware of the services because they mentioned that they have been a customer since the beginning and even stated they have not had any other incidents until now. The customer stating that they are 100% sure we offered the service is, unfortunately, incorrect. To this day, there has not been a single complaint like the one this customer has. We are definitely not trying to or wanting to insult the customer’s intelligence. We are simply stating that we did not offer such a promotion and are not at fault for their misunderstanding. The business and workers have always and will continue to diligently practice a strong work ethic, full of integrity. Furthermore, we have never misled any of our customers into purchasing a service that does not exist. Beach & La Mirada Car Wash sincerely apologizes, once again, for the confusion. We appreciate all past patronage and support.

As we stated from the beginning, we are not liable nor responsible for previous damage on a vehicle. We are firmly standing by our policy and will not compensate the customer. In regards to the unreturned phone calls: the customer got in contact with the owner within the 5 days and scheduled to come in past the date. Our manager never mislead the customer about the email address on his business card being direct address to the owner. The customer never received an email response because the customer stated they wanted to deal solely with the owner. We have integrity in all of our work and have never been dishonest to any customer. We acknowledge our faults and own up to them. We hope this can be settled once and for all.

This response is in regards to the incident that occurred on 5/2/15.Beach & La Mirada Car Wash is an auto-hand car wash and detail center.  As such our policy explicitly states: we are neither responsible nor liable for vehicles that have been damaged or have preexisting faulty...

parts prior to service. It was unfortunate the damage was noticed after service has been performed but as mentioned before, the business is neither responsible nor liable per our disclaimer.On this particular day we performed a leather treatment service for the interior of the vehicle. Upon completion, the customer expressed their dissatisfaction with the service and poor job of the vacuum. Our manager was notified and offered the customer to re-do the service. When the vehicle was pulled into the vacuum area, the customer stated we had broken a piece of the plastic for the seat track. Then the customer walked around the vehicle and pointed out a scratch that we allegedly made. Our manager offered to show video footage of the vehicle but the customer declined stating they had no time. We encourage our customers to review the video footage due to the expiration of 5 days. When the customer was informed of this information, they still declined. Given the circumstance, the customer asked for their money back, but we had to decline because the service was completed. The customer took our manager’s business card and asked for the owner’s name. The customer emailed our manager thinking it was the owner’s address. Our manager did not reply because the customer stated he did not want to speak with him and wanted to speak directly to the owner. The customer got in contact with the owner after the 5 day mark and set-up a time to come in and review. When the customer came in on May 12, he had spoken to the owner and manager in regards to the matter and asked to review the footage. Our manager tried to recover the footage, but it had already been erased. Unable to retract the footage, the customer asked our manager if he had received his emails and when our manager replied with a ‘yes’ the customer said that was all they needed to know and left the property. Beach & La Mirada Car Wash maintains we will not be responsible for the customer’s preexisting damage that occurred on our property. As a service-oriented business, we did not blame the customer and assisted them throughout the process.  We appreciate the customer’s patronage and hope we can service their vehicle in the future.

Review: ON 10/29/2014 I TOOK MY CAR TO BE WASHED AT BEACH AND LA MIRADA CAR WASH. THEY GAVE MY CAR A FLAT TIRE (ONE INCH GASH) AND REFUSED TO PAY FOR IT. THEY HAD ME CALL AAA FOR ASSISTANCE. I ASKED NICELY TWICE TO PLEASE PAY FOR A REPLACEMENT. THE MANAGER [redacted] REFUSED. I TOOK THE TIRE TO TWO TIRE PROFFESSIONALS THEY AGREED THAT THE TIRE IS NOT A DEFFECTIVE TIRE. I HAVE PHOTOS OF THE CAR BEING DRIVEN OUT OF THE CAR WASH WITH A FULL TIRE AND ONE WITH A FLAT AFTER THEY DRIED IT.Desired Settlement: I WANT THEM TO PAY FOR THE DAMAGE AND THE HOURS I'VE MISSED AT WORK TO GET THIS RESOLVED.

Business

Response:

This response is in regards to the incident that occurred on 10/29/2014.

Beach & La Mirada Car Wash is a 100% hand car wash and detail center. As such our policy explicitly states: we are neither responsible nor liable for vehicles that have been damaged or have preexisting faulty parts prior to service. It was unfortunate the damage was noticed after service has been performed but as mentioned before, the business is neither responsible nor liable per our disclaimer.

We serviced a customer’s truck for a wash and the employee hand-drying the truck noticed a flat tire. Our manager, [redacted], was immediately notified along with the customer. [redacted] inspected the tire and noticed many cracks due to wear and tear and insisted we put air in the flat tire. When [redacted] proceeded to check the other tires for air and noticed the same cracks on the remaining three, the customer got down on their knees and inspected as well. The customer then asked to change the flat to a spare tire that we politely attempted as a courtesy but unfortunately we did not have the appropriate jack. Out of [redacted]’s control he suggested the customer call AAA for assistance.

On average we wash 230 cars a day and have never received a complaint about a gashed or punctured tire. It is nearly impossible for our conveyor to tamper, puncture or damage all four tires in a uniform manner. Beach & La Mirada Car Wash maintains we will not be responsible for the customer’s preexisting worn tire that inevitably became flat on our property.

As a service-oriented business, we did not blame the customer and assisted them throughout the process to ensure their safety. We appreciate the customer’s patronage and hope we can service their vehicle in the future.

Review: On May 2, 2015, I had my car washed at Beach La Mirada Carwash (5231 Beach Blvd. Buena [redacted], CA 90621) which totaled $45.00. Upon completion I walked around the car looking at the quality of work and for any damages. This has been my routine as long as I can remember. On this particular day I noticed a new scratch on my front right side bumper and upon inspecting the interior noticed that the plastic cover to my passenger seat track was broken. I approached [redacted] the Manager to explain the damages and he became very defensive and said they did not do it. I said they did and needed to take responsibility for it. I asked for the owner's name and got the name of Peter [redacted]. I was given 5 days to review video surveillance. Upon my return home I immediately emailed Mr. [redacted] with an email address given to me by his Manager to schedule review of the security tape of my car during the car wash. Days went by..no response. I sent the email again.....no response...I then called and left a message for Mr. [redacted].....No response....I called again and spoke with him and set up a date to speak with him and review the surveillance tape. I met with both him and [redacted] on 5/12/15 at 10:00am. When I pointed both of my concerns out to Mr. [redacted] he laughed. He would not accept responsibility and literally walked away. I asked to review the surveillance tape. He summoned [redacted] over and took me into their office. After 15 minutes of not being able to find the video [redacted] explained to me they did not have it and that I was supposed to do it within 5 days. I told him I attempted to contact Mr. [redacted] twice through e-mail to schedule review of the tape with no response. Did you get those emails, I asked. He said they did. My question then was, why didn't anyone respond, he just shrugged his shoulder's.Desired Settlement: I want to hold Beach La Mirada Carwash financially responsible for the repairs.

Business

Response:

This response is in regards to the incident that occurred on 5/2/15.Beach & La Mirada Car Wash is an auto-hand car wash and detail center. As such our policy explicitly states: we are neither responsible nor liable for vehicles that have been damaged or have preexisting faulty parts prior to service. It was unfortunate the damage was noticed after service has been performed but as mentioned before, the business is neither responsible nor liable per our disclaimer.On this particular day we performed a leather treatment service for the interior of the vehicle. Upon completion, the customer expressed their dissatisfaction with the service and poor job of the vacuum. Our manager was notified and offered the customer to re-do the service. When the vehicle was pulled into the vacuum area, the customer stated we had broken a piece of the plastic for the seat track. Then the customer walked around the vehicle and pointed out a scratch that we allegedly made. Our manager offered to show video footage of the vehicle but the customer declined stating they had no time. We encourage our customers to review the video footage due to the expiration of 5 days. When the customer was informed of this information, they still declined. Given the circumstance, the customer asked for their money back, but we had to decline because the service was completed. The customer took our manager’s business card and asked for the owner’s name. The customer emailed our manager thinking it was the owner’s address. Our manager did not reply because the customer stated he did not want to speak with him and wanted to speak directly to the owner. The customer got in contact with the owner after the 5 day mark and set-up a time to come in and review. When the customer came in on May 12, he had spoken to the owner and manager in regards to the matter and asked to review the footage. Our manager tried to recover the footage, but it had already been erased. Unable to retract the footage, the customer asked our manager if he had received his emails and when our manager replied with a ‘yes’ the customer said that was all they needed to know and left the property. Beach & La Mirada Car Wash maintains we will not be responsible for the customer’s preexisting damage that occurred on our property. As a service-oriented business, we did not blame the customer and assisted them throughout the process. We appreciate the customer’s patronage and hope we can service their vehicle in the future.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.They state in their response that they are not responsible for vehicles that have been damaged or have pre existing damage. I have a feeling that a Judge would hold them responsible for damages done as a result of their carelessness. Again, they did not respond to the reason why my phone calls were not returned the day of and after the incident to arrange to view the video. Why??? My attempts were all within the five day window beginning that very day. I never declined. I could not do it that day because of things I had scheduled. But I did not decline to ever review it. As far as the information that was provided (business card) [redacted] (Manager) told me that is how I make contact with the owner to discuss the issue. They are being contradictive if they are saying I should of contacted the manager of which I did if it was his email that I attempted to reach the owner. Then why didn't the manager respond to the emails I sent if that was the channel they wanted me to go through???I will pursue further action in court if they don't have the integrity or credibility to be honest business owners! They have very poor reviews and they have just added another review with Revdex.com that reflects very poor on them.

Regards,

Business

Response:

As we stated from the beginning, we are not liable nor responsible for previous damage on a vehicle. We are firmly standing by our policy and will not compensate the customer. In regards to the unreturned phone calls: the customer got in contact with the owner within the 5 days and scheduled to come in past the date. Our manager never mislead the customer about the email address on his business card being direct address to the owner. The customer never received an email response because the customer stated they wanted to deal solely with the owner. We have integrity in all of our work and have never been dishonest to any customer. We acknowledge our faults and own up to them. We hope this can be settled once and for all.

Review: On 08/07/2015, I went to a car wash near my house. I have used this car wash often and in the beginning I tried their $40.00 service but once I tried their $15.00 service, it was better bang for my money so I have used $15.00 service for past few months. As usual, I request $15.00 wash service but one of the employee offered promotional deal where $40.00 wash service come with next car wash was free. I thought this was a great deal and signed up for this service. On 08/19/15, I went back to the car wash to get my free car wash and I was told that they never offered such deal. Since I am a regular customer and I have used this car wash for more than dozen times past 11 month with my new car, I asked them to check my past history of my wash service. They checked my past history and for past several washes were basic $15.00 service. I tried to reason with the employee (owner) that only reason why I paid for $40.00 service was due to free car wash that they offered. They told me that they offered a rain check. I know the difference between a rain check and a free car wash offer and if it was a rain check that they offered than why would I have paid for $40.00 instead of $15.00 service. You get rain check for the $15.00 service too. I believe the employee who offered the free car wash deal must have offered to other customers and I believe they must have received similar complaints from other customers who paid for same offer I received. However they told me that they have not received any similar complaint yet and I am the only one with this free offer. It appears to me that one of their employee must made a mistake and if they acknowledge the mistake made by ill-informed employee and work with customer to resolve this matter is more appropriate than simply denying that they never made a such offer.

Let me know who is the audience for this email and I can revise it accordingly.

Hope this helps,

[redacted]Desired Settlement: Apology with $24.00 refund,

Business

Response:

This response is in regards to the incident that occurred on August 7, 2015. Beach and La Mirada Car Wash offers a $40 hand wax service that includes a rain check. The rain check is in place for customers to return within 24-hours of their $40 hand wax to receive a free car wash (if it rains during this window of time). This policy does not include a free hand wax, but can be purchased within the 24-hours for an additional $15. On August 7, 2015, the customer came to Beach and La Mirada Car Wash and purchased the $40 hand wax. The ticket writer, who is the first point of contact and intakes customers, informed the customer of our 24-hour rain check policy. Because there seemed to be some confusion, the ticket writer explained, in detail, what the policy entailed. The customer went to the cashier to pay and once again asked about the policy. The cashier reiterated what the ticket writer had said about the 24-hour rain check policy and the additional $15 for a hand wax. The customer asked for the cashier’s name upon leaving the store, which was graciously provided. On August 19, 2015, twelve days after the hand wax purchase, the customer returned for a “free wash.” The cashier (who was not the one who originally helped him) went through the customer’s account history and did not see a note to honor a free wash. The cashier spoke with the ticket writer that wrote the $40 service and he stated they never offered a free wash on top of the hand wax. The customer was upset at the miscommunication and spoke to the manager. The manager confirmed information that had previously been relayed, which is that our services do not include a free wash unless the 24-hour rain check is applicable. The customer, dissatisfied with the explanation, requested to speak with another manager. Due to the miscommunication and confusion, speaking with a different manager did not help. In an effort to diffuse the situation and satisfy the customer, the manager offered a free Gold wash upgrade with a Silver wash purchase. The customer was not pleased with the offer and swiftly declined. The ticket writer has been an employee of Beach and La Mirada Car Wash for over 9 years. He is well informed of all the services and specials offered and would never misinform a customer. Up until this point, we have never dealt with a customer who refuted our rain check policy due to confusion. Although we apologize for the confusion on the part of the customer, Beach and La Mirada Car Wash is not responsible for services that are not offered or available. We encourage all customers to inquire about particular details when there is any confusion about our policies. Beach and La Mirada Car Wash’s knowledgeable and friendly staff members are well equipped to assist you. We appreciate your patronage and hope to service your vehicle in the near future.