Cougar Ridge Car Wash

Cougar Ridge Car Wash [redacted] [redacted] September 9, [redacted] Revdex.com [redacted] *** [redacted] Ref: ID [redacted] Dear [redacted] ***, I have reviewed the statements of the customer and am pleased to offer the following response: "When she got out of her car she noticed very large scratchs on her back left tireThese were inch's thick about inch's wide." This is factually incorrectI examined the car and there was one large vertical cut (not really a scratch, it was about 1/16" deep into the plastic and about inches in length), in the driver's side lower rear quarter panel about inches above the groundWe washed over cars that day, with no problemsI also ran my car through the car wash with the customer inside to make sure everything was operating properly, and let her observe the vehicle to verify safe operationThe car wash equipment works the precisely the same way every time, and is limited in movement by design (each component only moves a matter of inches) I am a retired engineer and am pretty meticulous about the equipment in the car wash, and have detailed knowledge of the equipment and its operationIf there was something that would cut one vehicle, it would be repeated on all vehicles (including mine)We looked carefully at floor of the tunnel and make certain that nothing fell on the vehicleThere is nothing that in the tunnel that could cause a cut in the plastic of the quarter panel — the material that touches the car is very gentle and made of neoprene (I have included a sample of the material with this letter for your examination)This material is designed by the manufacturer to be gentle and cannot cause paint scratches (or cuts in plastic) Cougar Ridge Car Wash [redacted] [redacted] "She called the carwash and spoke with owner and asked her to meet him thereafter making her wait for minutes he arrived and treated her in the most disrespecffill manner-" This is factually incorrectI was near Waco Drive and Highway when my employee on duty called and said that he had a customer that was upsetI proceeded to the car wash immediately, and arrived in approximately minutesI was calm and respectful toward the customer and worked to carefully analyze the situationI have not met the person writing the letter, he was not there "He then went on to say that this has never happened and that his wife drives a much nicer car than my wifes." The first part of this sentence is correct -• we have never scratched or cut a customer's carThe second part of this sentence is factually incorrectI said that my wife's car is fairly new and we wash it several times a week (it is black and shows dirt easily)I said that if the car wash scratched her car I wouldn't be here - she would kill me! The owners and employees wash their cars here daily as well, always with great results It is upsetting to read the other "character assassination comments" toward me, but I guess it goes with the territory sometimesThe lady with the vehicle was really emotional, but I was always calm, respectful and professional Careful analysis and testing showed that the car wash did not damage the vehicleI did verify existence of a vertical cut of about 1/16" deep x inches long into the plastic of the quarter panel, but it happened somewhere other than the car washFrom the location of the cut, direction of the cut, and the depth of the cut, it would appear likely that something fell against the vehicle, or was thrown up against the vehicle from the roadwaySometimes garden tools can fall against a vehicle while it is parked in the garage, or road debris can be hurled into the lower quarter panel by a rear tire while driving, and cause a vertical cut in the plastic Cougar Ridge Car Wash [redacted] [redacted] We will not take responsibility for the vertical cut in the plastic of the rear quarter panel, because this did not happen at our car washThank you for your understanding in this matterYou are welcome to contact me if you have any questions Kind Regards, [redacted] *** [redacted] [redacted]

Cougar Ridge Car Wash
[redacted] 
[redacted]
September 9, 2014
[redacted]
Revdex.com 
[redacted] 
[redacted]
Ref: ID [redacted] 
Dear [redacted],
I have reviewed the statements of...

the customer and am pleased to offer the following response:
"When she got out of her car she noticed 2 very large scratchs on her back left tire. These were 2 inch's thick about 2 inch's wide."
This is factually incorrect. I examined the car and there was one large vertical cut (not really a scratch, it was about 1/16" deep into the plastic and about 4 inches in length), in the driver's side lower rear quarter panel about 18 inches above the ground. We washed over 100 cars that day, with no problems. I also ran my car through the car wash with the customer inside to make sure everything was operating properly, and let her observe the vehicle to verify safe operation. The car wash equipment works the precisely the same way every time, and is limited in movement by design (each component only moves a matter of inches).
I am a retired engineer and am pretty meticulous about the equipment in the car wash, and have detailed knowledge of the equipment and its operation. If there was something that would cut one vehicle, it would be repeated on all vehicles (including mine). We looked carefully at floor of the tunnel and make certain that nothing fell on the vehicle. There is nothing that in the tunnel that could cause a cut in the plastic of the quarter panel — the material that touches the car is very gentle and made of neoprene (I have included a sample of the material with this  letter for your examination). This material is designed by the manufacturer to be gentle and cannot cause paint scratches (or cuts in plastic).
 
Cougar Ridge Car Wash
[redacted] 
[redacted]
"She called the carwash and spoke with owner and asked her to meet him there. after making her wait for 45 minutes he arrived and treated her in the most disrespecffill manner-"
This is factually incorrect. I was near Waco Drive and Highway 6 when my employee on duty called and said that he had a customer that was upset. I proceeded to the car wash immediately, and arrived in approximately 19 minutes. I was calm and respectful toward the customer and worked to carefully analyze the situation. I have not met the person writing the letter, he was not there.
"He then went on to say that this has never happened and that his wife drives a much nicer car than my wifes."
The first part of this sentence is correct -• we have never scratched or cut a customer's car. The second part of this sentence is factually incorrect. I said that my wife's car is fairly new and we wash it several times a week (it is black and shows dirt easily). I said that if the car wash scratched her car I wouldn't be here - she would kill me! The owners and employees wash their cars here daily as well, always with great results.
It is upsetting to read the other "character assassination comments" toward me, but I guess it goes with the territory sometimes. The lady with the vehicle was really emotional, but I was always calm, respectful and professional.
Careful analysis and testing showed that the car wash did not damage the vehicle. I did verify existence of a vertical cut of about 1/16" deep x 4 inches long into the plastic of the quarter panel, but it happened somewhere other than the car wash. From the location of the cut, direction of the cut, and the depth of the cut, it would appear likely that something fell against the vehicle, or was thrown up against the  vehicle from the roadway. Sometimes garden tools can fall against a vehicle while it is parked in the garage, or road debris can be hurled into the lower quarter panel by a rear tire while driving, and cause a vertical cut in the plastic.
 
Cougar Ridge Car Wash
[redacted] 
[redacted]
We will not take responsibility for the vertical cut in the plastic of the rear quarter panel, because this did not happen at our car wash. Thank you for your understanding in this matter. You are welcome to contact me if you have any questions.
Kind Regards,
[redacted]
*
[redacted] *
[redacted] 
[redacted]