Clean Machine Car Wash & Detail Center

in reference to complaint ID [redacted], Mrs. [redacted] did not give us proper notification for cancelling her detail appointment. We require(through [redacted]'s Policy) at least 48 hours notice to cancel a detail appointment. Mrs. [redacted] had Scheduled an appointment on June 12th that she neither showed...

up for, nor did she call to cancel within the 48 hours prior. She then scheduled another appointment for November 11th, which she again failed to show up for(claiming her car was in an accident and she was out of the Country?)I'm not sure why one would schedule a detail appointment when they are planning to be out of the country during that time(and not even cancel the appointment beforehand or within the 48 hour window??She had someone else call at 5:00pm the evening before her appointment on 8/11/17 to let us know mrs. [redacted] was "away and out of the country" and wouldn't be able to make her appointment. Unfortunately for Mrs. [redacted], her representative who called only gave us less than 16 hours notice(well below the minimum 48 hours required by [redacted]'s voucher she was using). We were unable to fill her appointment slot for that day with someone else. Our manager notified her on the phone that she would lose the [redacted] deal and have the money she paid for the [redacted] to use towards a future detail with us...(this is all clearly stated in the [redacted] Mrs [redacted] bought). The woman on the phone said ok and she would let Mrs. [redacted] know. At no time was anyone "belligerent" with anyone on the phone. We take enormous pride in our Customer Service and you can see that by our 99% approval ratings on [redacted]! We have been in business and servicing the community for over 35 years at this location.With all that Said, I am willing to allow Mrs [redacted] to schedule another detail with us and I will honor her [redacted] completely, due to the misunderstanding.Please have Mrs. [redacted] go to our website and schedule another appointment. In the "notes" section she can write she spoke to "randy and he will honor the [redacted] fully". As of today, our first available appointment is Monday October 30th.If she wants a refund, she will need to contact [redacted] directly and explain her situation and that she did not show up for a scheduled appointment or give proper notification. [redacted] is usually very good with issueing credit for the customer(especially if Mrs. [redacted] provides her accident report that her car was in the shop).I hope this clears up the confusion and if you have any further questions, feel free to call meat ###-###-#### anytime.Regards, Randy G[redacted]