Blue Iguana Car Wash

To Whom It May Concern - Our Manager spoke with the customer on the 1st as well as on the 8th.  On the 8th the customer was told that due to the year of the vehicle, which is clearly stated on our location signage that customers "are responsible for vehicles over 10 years of age."  The video surveillance feed shows previous damage to the wiper blade conducive to a vehicle over 10 years of age as was explained to the customer.  Every effort was made to explain to Mrs. [redacted] as well as her husband that we are not responsible for previous damage to their vehicle.  The estimate that the customer obtained was from a dealership for a paint job and not just for a repair to a damaged wiper blade of which we were not responsible.  We have certified repair specialist that we refer customers to that we repair vehicles within our guidelines and Mrs. [redacted] was told that unauthorized repairs, clearly written on the customer contact form she signed, which states that we will not be responsible for any unauthorized repairs which obtaining a quote and or repair from an unauthorized dealer is prohibited.  We will not reverse our stance on this issue due to our property signage which is clearly posted, the manager attempted to explain this professionally and courteously to the customer and her husband.  This is clearly printed above Mrs. [redacted]'s signature on the form she signed the date in question.  Thank you.

In response to complaint [redacted].  The customer that we have been dealing with regards to the alleged damage is not [redacted] but rather her “friend” [redacted] who was driving Ms. [redacted]’s vehicle the date of the incident.  At no time was the customer told that our...

equipment caused damage.  This is not our protocol.  We gather information and then have an extensive investigation protocol that takes place to determine the cause of any customer issue.  Ms. [redacted] did not receive a call because Mr. [redacted] was the one who shared his information with us therefore we would have had no cause to contact someone for whom we had no contact information.  In good faith only, because we do not cover damage on vehicles 10 years or older due to just regular wear and tear on a vehicle, we decided to go ahead and order the part that Mr. [redacted] suggested and then asked for us to order.  When Ms. [redacted] came to the location the manager went out of his way to assure her that we would be handling the issue even though our signage clearly states that it IS the customer’s responsibility to cover vehicles over 10 years of age.  The manager even offered to cover the cost x 2 of the wiper blade in an effort to just get this issue resolved for the customer but she refused.  He then gave her his personal cell phone number and told her she was welcome to call him as often as possible until the part came in but that did not work for her either.  He has offered everything in our power to offer yet she is unsatisfied with everything that has been offered – a new wiper blade, cash ($100) or allowing them to order the part and we would install AGAIN all in good faith.  We cannot determine normal wear and tear on a vehicle is why it is the customer’s responsibility for vehicles over the age of 10 years.  Our manager has called and called and called and still this customer is complaining that no one has called her.  Had she completed our paperwork then we would have been communicating with her all along instead of [redacted].  They must not communicate or he would have told her that we had already spoken with him.  We consider this a closed issue.  I might add that we also offered her a gift card from the jump.  [redacted], the original contact was contacted within 72 hours.    [redacted] Blue Iguana Car Wash ###-###-#### office