Colonial Car Wash

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I will accept the refund of $but still would like a $gift card for an inconvenience This lady was outright rude for the whole call I will again state that I called to complain that I was not receiving the Ultimate wash at the Western AveStore I will add that the second time I did not receive the ultimate wash, which was on June 4, 2016, I complained to the attendants at the Western Avestore and one gentlemen told me that they have been having problems with people not receiving their ultimate wash I may also add in there that "Rhonda" stated the call was recorded If the call was recorded then I would love for the conversation to be heard, so that you understand where my anger came from when she rudely cut me off before even hearing my problem I was calling about Then maybe you would understand where my anger came from She has absolutely no customer service skills The point of my call was to complain about the service which then after her rudeness led me to cancel my unlimited monthly car wash package.Regards, [redacted]

[redacted] ***Complaint Activity Response to [redacted] dated 7/6/16, Curtis, IrisJuly 19, 2016Customer states:‘I went to Colonial Car Wash(Mini Storage) on 7/2/for a car wash that was suppose to be touch free ’Response:In all normal circumstances, such as when the customer drives straight forward and stay between the rails, no part of our equipment ever comes into contact with our customer’s vehicle – it is physically impossible UNLESS the customer drives over the safety rail.Customer states:‘I did as the sign to the right of the building instructedI proceeded slowly into the wash bay when the Enter Now sign lighted and stopped when the sign to the right in the wash bay lighted to Stop and I put my car in neutral When the wash was complete; the sign to the right of wash bay lighted to Drive Forward.’Response:Our sign is on the driver’s side of the bay, which is on the leftCustomer states:‘I exited the wash bay very slowlyI noticed a screeching noise and thought it was my tires being wet from the wash.’Response:The screeching noise was caused by the customer driving into and along the safety rail The safety rail is there to keep people from driving into our very expensive wash equipment, otherwise, based on the customer’s claim of damage, she would have impacted our equipment causing extensive damage to both her vehicle and our gantry.Customer states:‘I could not hear any noise before I exited due to the loud noise the machines were making at the time of the car wash.’Response:The reason there was no noise during the wash cycle is because there was no contact As stated above, the contact occurred during her exit when she drove hard against the safety rail causing the ‘screeching noise’ The safety rail does not move, only the vehicle – operated by the customer – moves.Customer states:‘It was bent in several places and scratches were all around the wheel hub.’Response:Again, damage was caused by the customer driving hard against the safety rail, not by our equipment The safety rail does not move and it is impossible for our equipment to contact a vehicle – even if against the rail – unless the customer drives over the rail.Customer states: [redacted] asked for my phone number and said that one of the guys would give me a call back to come and look at my vehicle.It is 7/6/and I still have not had a call from no one.’Response:I am unable to address this particular issue The maintenance person contacted is off for the next two days In the interest of time I thought it prudent to reply as soon as possible I do not bother team members on their days off.Customer states: [redacted] was telling me that their car wash could not damage vehicles due to being touch less.The officer seen the damages and showed me and stated that the bottom rail of the car wash bay damaged my driver’s front hub cab and bottom scratches on my vehicle.’Response:The statement from [redacted] as reported by customer is correct; it is physically impossible for our equipment to damage a customer’s vehicle except in the case of driver error.The statement from the police officer is mostly correct; the damage was caused by contact with the safety rail – which does not move – the customer drove the vehicle into the safety rail.Customer states:Repair for front driver's wheel hubRepair for scratches on bottom driver's side of car and refund for $Car Wash.Response:No.The damage to the customer’s vehicle was caused by the customer who is therefore fully responsible, not us or our equipment.Regarding a refund; why? The customer never stated she did not get her car washed as paid for or she was unhappy in any way with the cleanliness of her vehicle subsequently However, in order to promote good will, we will hold her complaint letter, in the office behind the car wash at Colonial Mini Storage, and would be happy to give her one free cash wash, during office hours of 9A-5P and will personally monitor her entry into the automatic bay on that visit to help her avoid additional contact with the safety rail.I hope this addresses any misconceptions regarding culpability and responsibility concerning the issue.Sincerely, [redacted] Owner

Our accounts are not set up with personal information It is set up this way to have a safe security system for both the customer and the company To look into any account a barcode and or license plate number is required The computer shows she did indeed get the Ultimate Car Wash each time she went through the car washIf she wishes a refund I will do so- even though she has used the carclub this month I will then make the barcode inactive It will take 2-business days for the refund to processPlease let me know if this is something she wishes to do A lazer gift card will not be issuedI was not rude until the language startedI asked her politely please not to use that language or talk to me in that mannerThe office heard the whole conversationAgain the service was not inaccurateThe barcode is attached to one service - wh=ith that be the Ultimate for her

[redacted] Good morning,I wish to withdraw my complaint referenced aboveColonial car wash has issued me a refundThank you[redacted]

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Please refund the $119.96 that I have been overcharged. I have submitted all of the account numbers in question along with pictures of my account with the erroneous charges. I am puzzled as to why it is taking so long for colonial car wash to identify and correct this billing error. I currently do over $650 a year in business with colonial carwash. I would hate to have to cancel our contracts over this issue. Please remedy this problem this week. Thank you [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Please refund the $119.96 that  I have been overcharged. I have submitted all of the account numbers in question along with pictures of my account with the erroneous charges. I am puzzled as to why it is taking so long for colonial car wash to identify and correct this billing error.  I currently do over $650 a year in business with colonial carwash. I would hate to have to cancel our contracts over this issue. Please remedy this problem this week. Thank you
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

[redacted]  had called stating she wanted to cancel her barcodes. I explained to her that I would need the barcode from the windshield of her vehicle or the license plate number. She had neither of them.  i continued to tell her that we keep no personal information for her security and also...

ours. I did not hang the phone up on her- somehow was disconnected.  When she called back she started screaming and yelling.  when she started swearing and using language that was uncalled for- I indeed did tell her that my children to do not talk that way to me and that she would not either. She does have the Ultimate package for $24.99.  That is what she gets each time she goes through the car wash. The $24.99 will not be refunded for she has used the carwash throughout the month and can continue to do so until June 25, 2016.

Sir-  I am only showing that you are billed on the 19th of each month with the cc ending in [redacted]. (19th) of each month  Do you have another credit card that you are being charged on? If so I will need that number so that I can research and resolve the problem at hand. Did you get a new...

sticker and not cancel the old one?  Please send me the information.  I was on vacation last week   Thank you in advance   Rhonda

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Regards,[redacted] The first phone call I had with Jeremy he said there was no cameras in the bays where I was hit but called me and left a voicemail that the car behind me had his car in drive when he hit me. If there is no cameras how could he see the guy had his car in drive? He said he couldn't get a plate number to the guy that was behind me but was able to see that his car was in drive? Really !!I reported the incident through phone and email the same day of the incident. When I first got hit I wasnt sure it was a hit because those car washes push the cars. I believe the guy who rear ended me to didnt think he hit me either. Jeremy also said there is an automatic shut off if someone gets to close to another car. Well that must be not true if I got hit. I dont think the guy behind me should be responsible. I have the email dating the same day of the incident to prove I contacted The car wash the same day.

[redacted]
[redacted]
[redacted]
[redacted]Good morning,I wish to withdraw my complaint referenced above. Colonial car wash has issued me a refund. Thank you.[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I will accept the refund of $24.99 but still would like a $20 gift card for an inconvenience.  This lady was outright rude for the whole call.  I will again state that I called to complain that I was not receiving the Ultimate wash at the Western Ave. Store.  I will add that the second time I did not receive the ultimate wash, which was on June 4, 2016, I complained to the attendants at the Western Ave. store and one gentlemen told me that they have been having problems with people not receiving their ultimate wash.  I may also add in there that "Rhonda" stated the call was recorded.  If the call was recorded then I would love for the conversation to be heard, so that you understand where my anger came from when she rudely cut me off before even hearing my problem I was calling about.  Then maybe you would understand where my anger came from.  She has absolutely no customer service skills.  The point of my call was to complain about the service which then after her rudeness led me to cancel my unlimited monthly car wash package.Regards,[redacted]

Our accounts are not set up with personal information.  It is set up this way to have a safe security system for both the customer and the company.  To look into any account a barcode and or license plate number is required. .  The computer shows she did indeed get the Ultimate Car Wash each time she went through the car wash. If she wishes a refund I will do so- even though she has used the carclub this month.  I will then make the barcode inactive.  It will take 2-3 business days for the refund to process. Please let me know if this is something she wishes to do.  A lazer gift card will not be issued. I was not rude until the language started. I asked her politely please not to use that language or talk to me in that manner. The office heard the whole conversation. Again the service was not inaccurate. The barcode is attached to one service - wh=ith that be the Ultimate for her.

your absolutely right, we have no cameras in the tunnel except for the one facing the entrance into the wash and that is where it looks as the car behind you collided with you. im more than willing to have you come to the office and see the video. I can tell he never put the car in neutral because as he pulls in the brake lights go out and his car starts to drive forward without the rollers pushing the vehicle.  i dont have a plate because its not visible. im sorry this happened to you but we are not responsible for this damage. also there were 5 attendants working at the time and we would have been more than willing to have you fill out a damage form, which you never did, and answer any questions you had. again im sorry this happened to you but we will not be responsible.

I realize I never went and talked to the guys around back but I did contact you through email and phone the same exact day. ( you act like there was workers doing nothing ) there was no free guys I have eyes when I pulled in there I could see no one free at all. I explained before why I never went around and filed the complaint either, but dont make it sound like I didnt contact you all  the same day.  This is my question? If you all arent responsible then who Is Since your cameras cant see the plate number of the guy who hit me? I think you are responsible since your cameras arent good enough to get his plate number but the cameras could see everything else.

Jeremy called - he has been able to look at the camera footage, the consumer behind the complainant had his car in drive, not neutral and rear ended the complainant. Further analysis showed the complainant did not stop to report the incident and we are unable to decipher the plate number of the...

vehicle that hit her. If it would have been reported right away, we could have stopped the other vehicle involved and had the exchange of insurance information. It appears the incident was of no fault of our business, but instead it was not following the directions by the person driving the vehicle behind the complainant.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.First of all I did not call to cancel my wash package.  I called to complain about the services I was not receiving at the car wash location.  I was paying for the ultimate unlimited wash and went through the car wash two different times and was not receiving the services I was paying for.  So I was calling to report the issue and possibly see what could be done.  I also informed her that on June 4th another customer that went through the same location had gotten stuck in the bay for about 45 seconds with the brushes beating against their truck and also did not receive the ultimate package which they pay for monthly also.  But rather than listen to my complaint, "Rhonda" cut me off and started by saying that she can not even help me without my wash barcode number.  She initiated my anger by cutting me off and not caring what my call was about.  She was very rude from the beginning of the call.  There was no swearing in any part of the phone call.  She was very unprofessional.  I have already included information regarding the rest of the phone call.  I am asking for my refund  of $24.99 for the month back due to the errors of Colonial Car Wash and a $20 gift card for the laser car wash as an inconvenience.  I believe that I should not have to pay for services that were inaccurate.  Regards,[redacted]

[redacted]Complaint Activity Response to [redacted] dated 7/6/16,
Curtis, IrisJuly 19, 2016Customer states:‘I went to Colonial Car Wash(Mini Storage) on 7/2/16 for a car wash
that was suppose to be touch free…’Response:In all normal...

circumstances, such as when the customer drives straight
forward and stay between the rails, no part of our equipment ever comes into
contact with our customer’s vehicle – it is physically impossible UNLESS the customer
drives over the safety rail.Customer states:‘I did as the sign to the right of the building instructed. I proceeded
slowly into the wash bay when the Enter Now sign lighted and stopped when the
sign to the right in the wash bay lighted to Stop and I put my car in neutral.
When the wash was complete; the sign to the right of wash bay lighted to Drive
Forward.’Response:Our sign is on the driver’s side of the bay, which is on the leftCustomer states:‘I exited the wash bay very slowly. I noticed a screeching noise and
thought it was my tires being wet from the wash.’Response:The screeching noise was caused by the customer driving into and along the
safety rail.  The safety rail is there to
keep people from driving into our very expensive wash equipment, otherwise,
based on the customer’s claim of damage, she would have impacted our equipment
causing extensive damage to both her vehicle and our gantry.Customer states:‘I could not hear any noise before I exited due to the loud noise the
machines were making at the time of the car wash.’Response:The reason there was no noise during the wash cycle is because there
was no contact.  As stated above, the
contact occurred during her exit when she drove hard against the safety rail
causing the ‘screeching noise’.  The
safety rail does not move, only the vehicle – operated by the customer – moves.Customer states:‘It was bent in several places and scratches were all around the wheel
hub.’Response:Again, damage was caused by the customer driving hard against the
safety rail, not by our equipment.  The
safety rail does not move and it is impossible for our equipment to contact a
vehicle – even if against the rail – unless the customer drives over the rail.Customer states:[redacted] asked for my phone number and said that one of the guys would
give me a call back to come and look at my vehicle.It is 7/6/16 and I still have not had a call from no one.’Response:I am unable to address this particular issue.  The maintenance person contacted is off for
the next two days.  In the interest of
time I thought it prudent to reply as soon as possible.  I do not bother team members on their days
off.Customer states:[redacted] was telling me that their car wash could not damage vehicles due
to being touch less.The officer seen the damages and showed me and stated that the bottom
rail of the car wash bay damaged my driver’s front hub cab and bottom scratches
on my vehicle.’Response:The statement from [redacted] as reported by customer is correct; it is
physically impossible for our equipment to damage a customer’s vehicle except
in the case of driver error.The statement from the police officer is mostly correct; the damage was
caused by contact with the safety rail – which does not move – the customer
drove the vehicle into the safety rail.Customer states:Repair
for front driver's wheel hub. Repair for scratches on bottom driver's side of
car and refund for $8 Car Wash.Response:No.The damage to the customer’s vehicle was caused by the customer who is
therefore fully responsible, not us or our equipment.Regarding a refund; why?  The
customer never stated she did not get her car washed as paid for or she was
unhappy in any way with the cleanliness of her vehicle subsequently.  However, in order to promote good will, we
will hold her complaint letter, in the office behind the car wash at Colonial
Mini Storage, and would be happy to give her one free cash wash, during normal
office hours of 9A-5P and will personally monitor her entry into the automatic
bay on that visit to help her avoid additional contact with the safety rail.I hope this addresses any misconceptions regarding culpability and
responsibility concerning the issue.Sincerely,[redacted]Owner