From: [redacted] Sent: Friday, June 13, 11:AM /> To: drteamSubject: Re: ID # [redacted] June 13, Reply to complaint # [redacted] In regard to the Mercedes E This vehicle was brought into our [redacted] *** facility to be washed as were a large amount of vehicles that day We performed our standard operation on this vehicle as we do on all vehicles We vacuumed the vehicle, drove it into the wash tunnel, processed the vehicle thru the tunnel and dried and parked the vehicle after its cycle thru the tunnel There was yellow paint on both the rims of the drivers side Mrs [redacted] brought this to the attention of our Manager [redacted] Mr [redacted] explained to her that that damage to her rims was there prior to the vehicle being washed by our carwash and he would be happy to walk her thru the phases of the carwash to show her everywhere that her vehicle had been Mrs [redacted] was not happy with what our Manager was telling her, as all of us can easily understand, as it is her vehicle and she certainly cares about its value The problem however, is that there is no yellow paint anywhere on or property Mrs [redacted] deduced that it must have happened when we turn the vehicles into the tunnel and that we must have turned her vehicle at a tight angle, somehow scrapping her vehicles rims That is impossible to do as the vehicle would hit our machine room if we turned the vehicle at too tight of an angle Besides that, there is no yellow paint anywhere on our property Clearly, if we damaged her rims in any way, first, we would immediately take responsibility and repair the damage, and secondly, if we damaged her rims, then we would damage every car that was ahead of her and every car that was behind her This would happen every day all day and we've been in business for over years What does tend to happen is that vehicles come in dirty, and when they are cleaned, the imperfections of day to day use are visible and customers tend to really look over their vehicles after they've paid to have them clean, which we totally understand and appreciate From our years of experience, we can easily see that this was a curb rub done at any number of places that the vehicle had visited We understand Mrs [redacted] frustration in this matter, unfortunately, these yellow rim marks didn't happen at our facility Mrs [redacted] insurance agent came by to investigate the claim and we were happy to show him our facility and take as many pictures as he wanted to He was left scratching his head, and remarked that there was no yellow paint anywhere As for Mr [redacted] , our manager being rude to her, we have had a lengthy meeting about that, and he certainly felt badly that she took his remarks that way He has been our manager for over years and to our memory, not one customer has remarked that he has ever been rude He is a very amicable pleasant man Perhaps it was simply a matter of not liking what he was telling her Finally, as for the vehicle being parked away from the area that it had been in the past, we are constantly having a flow of vehicles exiting the tunnel, so as soon as we are done cleaning the vehicle, we must move them and park them in order to make room for the next cars coming thru, we can assure you there was no malice in parking the vehicle We certainly appreciate Mrs [redacted] business and hopefully she will discover what happened to her vehicle and will once again be a happy customer of ours [redacted] Carwash Carwash [redacted]
From: [redacted] Sent: Friday, June 13, 2014 11:34 AM
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To: drteamSubject: Re: ID #[redacted]
June 13, 2014
Reply to complaint #[redacted]
In regard to the Mercedes E350. This vehicle was brought into our [redacted] facility to be washed as were a large amount of vehicles that day. We performed our standard operation on this vehicle as we do on all vehicles. We vacuumed the vehicle, drove it into the wash tunnel, processed the vehicle thru the tunnel and dried and parked the vehicle after its cycle thru the tunnel. There was yellow paint on both the rims of the drivers side. Mrs. [redacted] brought this to the attention of our Manager [redacted] Mr. [redacted] explained to her that that damage to her rims was there prior to the vehicle being washed by our carwash and he would be happy to walk her thru the phases of the carwash to show her everywhere that her vehicle had been. Mrs. [redacted] was not happy with what our Manager was telling her, as all of us can easily understand, as it is her vehicle and she certainly cares about its value. The problem however, is that there is no yellow paint anywhere on or property. Mrs. [redacted] deduced that it must have happened when we turn the vehicles into the tunnel and that we must have turned her vehicle at a tight angle, somehow scrapping her vehicles rims. That is impossible to do as the vehicle would hit our machine room if we turned the vehicle at too tight of an angle. Besides that, there is no yellow paint anywhere on our property. Clearly, if we damaged her rims in any way, first, we would immediately take responsibility and repair the damage, and secondly, if we damaged her rims, then we would damage every car that was ahead of her and every car that was behind her. This would happen every day all day and we've been in business for over 30 years. What does tend to happen is that vehicles come in dirty, and when they are cleaned, the imperfections of day to day use are visible and customers tend to really look over their vehicles after they've paid to have them clean, which we totally understand and appreciate. From our 30 years of experience, we can easily see that this was a curb rub done at any number of places that the vehicle had visited. We understand Mrs. [redacted] frustration in this matter, unfortunately, these yellow rim marks didn't happen at our facility. Mrs. [redacted] insurance agent came by to investigate the claim and we were happy to show him our facility and take as many pictures as he wanted to. He was left scratching his head, and remarked that there was no yellow paint anywhere. As for Mr. [redacted], our manager being rude to her, we have had a lengthy meeting about that, and he certainly felt badly that she took his remarks that way. He has been our manager for over 20 years and to our memory, not one customer has remarked that he has ever been rude. He is a very amicable pleasant man. Perhaps it was simply a matter of not liking what he was telling her. Finally, as for the vehicle being parked away from the area that it had been in the past, we are constantly having a flow of vehicles exiting the tunnel, so as soon as we are done cleaning the vehicle, we must move them and park them in order to make room for the next cars coming thru, we can assure you there was no malice in parking the vehicle. We certainly appreciate Mrs. [redacted] business and hopefully she will discover what happened to her vehicle and will once again be a happy customer of ours.
From: [redacted] Sent: Friday, June 13, 11:AM /> To: drteamSubject: Re: ID # [redacted] June 13, Reply to complaint # [redacted] In regard to the Mercedes E This vehicle was brought into our [redacted] *** facility to be washed as were a large amount of vehicles that day We performed our standard operation on this vehicle as we do on all vehicles We vacuumed the vehicle, drove it into the wash tunnel, processed the vehicle thru the tunnel and dried and parked the vehicle after its cycle thru the tunnel There was yellow paint on both the rims of the drivers side Mrs [redacted] brought this to the attention of our Manager [redacted] Mr [redacted] explained to her that that damage to her rims was there prior to the vehicle being washed by our carwash and he would be happy to walk her thru the phases of the carwash to show her everywhere that her vehicle had been Mrs [redacted] was not happy with what our Manager was telling her, as all of us can easily understand, as it is her vehicle and she certainly cares about its value The problem however, is that there is no yellow paint anywhere on or property Mrs [redacted] deduced that it must have happened when we turn the vehicles into the tunnel and that we must have turned her vehicle at a tight angle, somehow scrapping her vehicles rims That is impossible to do as the vehicle would hit our machine room if we turned the vehicle at too tight of an angle Besides that, there is no yellow paint anywhere on our property Clearly, if we damaged her rims in any way, first, we would immediately take responsibility and repair the damage, and secondly, if we damaged her rims, then we would damage every car that was ahead of her and every car that was behind her This would happen every day all day and we've been in business for over years What does tend to happen is that vehicles come in dirty, and when they are cleaned, the imperfections of day to day use are visible and customers tend to really look over their vehicles after they've paid to have them clean, which we totally understand and appreciate From our years of experience, we can easily see that this was a curb rub done at any number of places that the vehicle had visited We understand Mrs [redacted] frustration in this matter, unfortunately, these yellow rim marks didn't happen at our facility Mrs [redacted] insurance agent came by to investigate the claim and we were happy to show him our facility and take as many pictures as he wanted to He was left scratching his head, and remarked that there was no yellow paint anywhere As for Mr [redacted] , our manager being rude to her, we have had a lengthy meeting about that, and he certainly felt badly that she took his remarks that way He has been our manager for over years and to our memory, not one customer has remarked that he has ever been rude He is a very amicable pleasant man Perhaps it was simply a matter of not liking what he was telling her Finally, as for the vehicle being parked away from the area that it had been in the past, we are constantly having a flow of vehicles exiting the tunnel, so as soon as we are done cleaning the vehicle, we must move them and park them in order to make room for the next cars coming thru, we can assure you there was no malice in parking the vehicle We certainly appreciate Mrs [redacted] business and hopefully she will discover what happened to her vehicle and will once again be a happy customer of ours [redacted] Carwash Carwash [redacted]
From: [redacted] Sent: Friday, June 13, 2014 11:34 AM
/>
To: drteamSubject: Re: ID #[redacted]
June 13, 2014
Reply to complaint #[redacted]
In regard to the Mercedes E350. This vehicle was brought into our [redacted] facility to be washed as were a large amount of vehicles that day. We performed our standard operation on this vehicle as we do on all vehicles. We vacuumed the vehicle, drove it into the wash tunnel, processed the vehicle thru the tunnel and dried and parked the vehicle after its cycle thru the tunnel. There was yellow paint on both the rims of the drivers side. Mrs. [redacted] brought this to the attention of our Manager [redacted] Mr. [redacted] explained to her that that damage to her rims was there prior to the vehicle being washed by our carwash and he would be happy to walk her thru the phases of the carwash to show her everywhere that her vehicle had been. Mrs. [redacted] was not happy with what our Manager was telling her, as all of us can easily understand, as it is her vehicle and she certainly cares about its value. The problem however, is that there is no yellow paint anywhere on or property. Mrs. [redacted] deduced that it must have happened when we turn the vehicles into the tunnel and that we must have turned her vehicle at a tight angle, somehow scrapping her vehicles rims. That is impossible to do as the vehicle would hit our machine room if we turned the vehicle at too tight of an angle. Besides that, there is no yellow paint anywhere on our property. Clearly, if we damaged her rims in any way, first, we would immediately take responsibility and repair the damage, and secondly, if we damaged her rims, then we would damage every car that was ahead of her and every car that was behind her. This would happen every day all day and we've been in business for over 30 years. What does tend to happen is that vehicles come in dirty, and when they are cleaned, the imperfections of day to day use are visible and customers tend to really look over their vehicles after they've paid to have them clean, which we totally understand and appreciate. From our 30 years of experience, we can easily see that this was a curb rub done at any number of places that the vehicle had visited. We understand Mrs. [redacted] frustration in this matter, unfortunately, these yellow rim marks didn't happen at our facility. Mrs. [redacted] insurance agent came by to investigate the claim and we were happy to show him our facility and take as many pictures as he wanted to. He was left scratching his head, and remarked that there was no yellow paint anywhere. As for Mr. [redacted], our manager being rude to her, we have had a lengthy meeting about that, and he certainly felt badly that she took his remarks that way. He has been our manager for over 20 years and to our memory, not one customer has remarked that he has ever been rude. He is a very amicable pleasant man. Perhaps it was simply a matter of not liking what he was telling her. Finally, as for the vehicle being parked away from the area that it had been in the past, we are constantly having a flow of vehicles exiting the tunnel, so as soon as we are done cleaning the vehicle, we must move them and park them in order to make room for the next cars coming thru, we can assure you there was no malice in parking the vehicle. We certainly appreciate Mrs. [redacted] business and hopefully she will discover what happened to her vehicle and will once again be a happy customer of ours.
[redacted]
Carwash Carwash
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