Cascades Car Wash

This is concerning the complaint that was filed by a customer who visited our location on [redacted] ***The customer is claiming the car wash is responsible for the damage to their vehicle but we denied liability to the claim; due to the fact that the only way the vehicle could have positioned itself in such a manner would have been a result of the customer turning the steering wheel while on the conveyorIf you have any further questions concerning this matter please let me knowThank you [redacted]

I have taken over the management of our Fort Worth market as of 05/22/I will reach out to the customer to obtain details of what has happened thus far with this issueHe will receive a call from myself today (06/02/2017) *** ***
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I will reach out to the customer today, Wed July for details on the plan, and on the incident describedI will also make a full effort to resolve the issue described. *** ***
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I am unsure as to why the request online has not been taken care ofIt would only take minutes to refund the unused monthly pass totals to a the card on file, or less than a week to get a checkWhichever the customer would preferWe will need some info to get this taken care of on our end:
-License plate # of vehicle with the pass -Last four digits of the card being processed -Contact # for customer to inform after correction Please respond with this info, or feel free to contact me with the info and I will resolve immediatelyThanks! *** ***
GM- KC and San Antonio Areas *** ***

They scratched up the hood of my car and refused to file a damage report

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and they have corrected part of it, but not the complete problem.from day one I was over charged as well was supposed to be a month, and it was from the beginning I did receive a refund check for the three months I had requested to stop But still would like to be credited back the additional overage from when the account opened all the requested info was given to them multiple times.If they need further information they need to contact me directly at ***
Regards,
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Complaint: [redacted]
I am rejecting this response because:I believe the business utilizes reasons such as the ones given by this gentleman ([redacted]) to avoid accepting liability for damage caused by the car wash since there is no footage of the incident.  On the day of the incident the assistant manager acknowledge to my wife, through a signed incident report, the vehicle was damaged by the car wash.  He made no mention of my wife being at fault or of us damaging anything.  After they contacted the operations manager and reviewed the available footage, days later, they decided to not accept responsibility since he said the cameras do not show what happened inside the car wash.  He also told me to take it up with my insurance but that they would not pay.I am an active duty officer with 20 years of service in the military which I never revealed to him.  I am very disappointed with the way the business treated us particularly because my request was not unreasonable given the situation.  He questioned my integrity and that of my wife's when we spoke which I did not appreciate either and we have nothing to gain from this situation.  Thank you for following up but I do understand that I just have to absorb the cost and heartache of the repairs unless I take them to court which at the moment I cannot do.  Hope you all have a good weekend.
Regards,
[redacted]

This is concerning the complaint that was filed by a customer who visited our location on [redacted]. The customer is claiming the car wash is responsible for the damage to their vehicle but we denied liability to the claim; due to the fact that the only way the vehicle could...

have positioned itself in such a manner would have been a result of the customer turning the steering wheel while on the conveyor. If you have any further questions concerning this matter please let me know. Thank you
[redacted]
[redacted]

Thank you for expressing your concerns. We apologize that matter wasn't resolved to your 100% satisfaction. However we will be standing by our determination that the incident would've been caused due to driver error.