Cosby Highway Service Center

Dear Revdex.com Representative:Thank you for the recent summary of Ms [redacted] customer service frustrations regarding the repair of her screen door I was first made aware of her situation when I received the email from the Revdex.com I am embarrassed and frustrated that we have displayed such poor customer service regarding the rescreening of her screen door We pride ourselves in providing excellent customer service and have since changed our tracking methods since receiving her statement of the challenges she has faced since bringing in her screen door for rescreening The following represents the solution to the challenge The screen door was requested to be rescreened with pet screening, which is a much thicker screen material The screen door was not originally screened with pet screen material It was determined that the pet screen material would not fit in the screen door if the same size spline was usedIt took some time to locate the new spline so that the door could be rescreened properly In addition, new trim had to be cut to fit the frame as the frame changes when the spline changes in some repair situations The door has been trimmed out and we are waiting for the paint to dry on the new trim pieces so that the new trim matches the door color Our plan is to drop off the repaired screen door to Ms [redacted] home on Friday, May at no charge We will phone Ms [redacted] either Thursday evening or Friday morning to determine a good time to drop off the screen Should this time not be a good one for Ms***, we will arrange a different time to drop off the screenAgain, thank you for bringing this to my attention Should you have any additional questions or concerns, do not hesitate to contact us at any time Sincerely, [redacted] ** [redacted] [redacted] Village True Value Hardware

Dear ***, Thank you for your comments, we are sorry for your inconvenienceI Have included a picture of our main sign in front of *** *** stating that FREE VACS ARE INCLUDED WITH THE PURCHASE OF A WASHAs for having to leave the property to return and purchase a wash I can see how someone who
is their for the first time might think that however our layout allows for our employees to bring a customer who is on our property into the car wash tunnel and bypass the pay station if need be and that could have been done to accommodate youFor your inconvenience I would like to offer you our CAPTAIN'S SPECIAL WASH ( a $value) Free so you can experience all that we offer on our wash packages and once thru our wash we offer a Free Mat cleaner/shampooer, Free Glass Cleaner , Free Compressed Air to blow out your dash and vents etc and Free Micro Fiber Towels to touch up any areas inside or outside of your carIf you wish to accept our offer please let me know and I will make it happenSincerely *** *** Express Jet Car Wash

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
First I would like to say that I DID NOT HANGUP on the managerget it straight Second of all when I purchase the "best wash possible" at their location why didn't the staff on hand alert me to the issue if it was "so visible"At this point it just reflects on the business, I am not running back to Roanoke to look at seconds of footage to see a "crack" that is less than inches in length, to get it repaired would be the same cost in gasI will no longer be taking my vehicle to this car wash any longer, no matter how many satisfied customers they have, I used to be one of them, no longer
Regards,
*** ***

In response to a complaint that was filed on August 19, 2015 regarding damage to the passenger side mirror of one of our customers cars, we would like to say that we take all customer concerns very seriously at EXPRESS JET CAR WASH. While investigating any complaint it is our policy that the manager...

review our security camera's which we have throughout our site for the issue in question. In this case we were looking for pre- existing damage to the passenger side mirror before entering our car wash equipment. While we took photo's of the cars mirror on the day in question we also reviewed our Hi-definition camera's as the car entered our building and it was clear that the mirror in question was damaged before entering our building and therefor were not responsible for this damage as the customer stated. We spoke to the customer and invited him to come in to view our security camera footage but he declined by hanging up the phone on our manager. Had we found that the mirror in question did not have pre- existing damage and that our equipment was responsible than we certainly would have taken care of the customer. We will be happy to provide copies of the before and after photo's should you request them. And while we can appreciate the fact that his car is garage kept damage such as this can occur at anytime such as in a parking lot when someone opens a car door and it make contact with a mirror and goes unnoticed for days and then when their car is washed they notice the damage. While I do find it unacceptable that it took 7 days to respond to this issue that has been addressed and we will work harder to reply back to the customer in the future should an issue such as this come up again. On behalf of EXPRESS JET CAR WASH & OVER 500,000 SATISFIED CUSTOMER'S, WE THANK YOU FOR ALLOWING OUR SIDE OF THIS INCIDENT TO BE TOLD.       SINCERLY, EXPRESS JET CAR WASH MANAGEMENT

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Dear Revdex.com Representative:Thank you for the recent summary of Ms. [redacted]  customer service frustrations regarding the repair of her screen door.  I was first made aware of her situation when I received the email from the Revdex.com.  I am embarrassed and frustrated that we...

have displayed such poor customer service regarding the rescreening of her screen door.  We pride ourselves in providing excellent customer service and have since changed our tracking methods since receiving her statement of the challenges she has faced since bringing in her screen door for rescreening.  The following represents the solution to the challenge.  The screen door was requested to be rescreened with pet screening, which is a much thicker screen material.  The screen door was not originally screened with pet screen material.  It was determined that the pet screen material would not fit in the screen door if the same size spline was used. It took some time to locate the new spline so that the door could be rescreened properly.  In addition, new trim had to be cut to fit the frame as the frame changes when the spline changes in some repair situations.  The door has been trimmed out and we are waiting for the paint to dry on the new trim pieces so that the new trim matches the door color.  Our plan is to drop off the repaired screen door to Ms. [redacted] home on Friday, May 27 at no charge.   We will phone Ms. [redacted] either Thursday evening or Friday morning to determine a good time to drop off the screen.  Should this time not be a good one for Ms. [redacted], we will arrange a different time to drop off the screen. Again, thank you for bringing this to my attention.  Should you have any additional questions or concerns, do not hesitate to contact us at any time.  Sincerely, [redacted]  [redacted]     [redacted]  Village True Value Hardware