Mr [redacted] came back after his visit to report damage to his mirror He indicated that he had been through the wash sometime between pm and pm We reviewed the video from pm to pm and were unable to locate Mr***'s vehicle Additionally the damage to Mr***'s mirror appears to be from the mirror impacting something on the very outer edge This would not be consistent with damage from our wash process and for these reasons the claim was denied If Mr [redacted] could locate his receipt it will have the exact time of his visit Or if he paid with a credit card or wash coupon we could try and locate his visit with information from those forms of payment He can reach us by calling 855-403-if he's able to provide us with this info for further review of his claim Thank you,Courtney C [redacted] Crew Carwash, Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that arbitration is necessary to reach a resolution Regards, [redacted]
On July 14th Mr [redacted] returned to the carwash a few hours after his wash to report a claim for paint damage to the hood of his Ford truck There were several different areas of random scratches and a gouge into the paint that also dented the hood Following the report our manager inspected the carwash and found that everything was working as it should It was a busy day and our manager verified that cars were leaving the carwash damage free There were vehicles directly in front and directly behind Mr***’s vehicle and there were no other reports of damage this day We know firsthand that things can go wrong in the carwash As hard as we try, it’s not a perfect system With that said, we also know that there are clear signs when something has gone wrong Our cloth is always in motion as cars go through the wash process This cloth interacts with the vehicle finish in a consistent repeating manner If something that could damage a vehicles finish were to get stuck in the cloth, we know that there will be a pattern of scratching that resembles the movement of the cloth The damage to Mr***’s vehicle is in no way consistent Additionally it requires a great deal of force to gouge and dent a steel hood Unfortunately this was a very sunny day and the sun did interfere with us getting clear images of this damage prior to the carwash However, we did share pictures with Mr [redacted] of his vehicle before it went through the wash It is in our opinion that these images show some of this damage to his paint At this point we feel it would be best to have our Area Director, Jason N***, meet with Mr [redacted] at the carwash to see the damage in person This will also give us an opportunity to show Mr [redacted] how our cloth moves when cleaning the vehicles and hopefully help him better understand our process Please let us know if Mr [redacted] can spare some of his time for a meeting Best regards, Courtney C [redacted]
We understand that Mr [redacted] does not agree with our position In effort to help resolve the dispute, we would be happy to escalate the matter to the Area Director who oversees the West Lafayette carwash This process would involve an in-person meeting to review the damage with Mr [redacted] at the carwash From there our Area Director would make the final decision to accept or deny liability.If Mr [redacted] would like for us to schedule this meeting he can contact us by calling 855-403-or by email - [email protected] you,Courtney [redacted] Crew Carwash Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below I am willing to meet with Crew's area manager so that he can see the damage caused by there carwash Just let me know whenHopefully at that point they'll own up to the damage and be willing to pay for the repairs Regards, [redacted] ***
Ms [redacted] states that she visited the Hague Rdcarwash on 4/and that the carwash scratched her vehicle This wash is located in Fishers at Hague Rdand 96th St She goes on to state that she noticed the scratch when she parked at a store shortly after her visit to the carwash Upon reviewing the report filed by Ms [redacted] , it was filed on 4/at our location on HW in Noblesville I spoke with the manager who took the claim from Ms [redacted] and he said that Ms [redacted] never mentioned that this happened on a previous visit to a different location He was under the impression that she was reporting a scratch that she found following her visit on the 12th Due to the conflicting information about her visit we are unable to effectively use our video system and observe Ms [redacted] vehicle prior to entering the wash tunnel In order for us to properly respond to this complaint we need Ms [redacted] to confirm the details of her visit Please provide us with the location, date, and time related to when Ms [redacted] found the damage on her vehicle.Thanks,Courtney [redacted] SrCustomer Experience ManagerCrew Carwash, Inc
We are sorry to hear about your experience and appreciate you taking the time to share your feedback Based on this feedback, your experience was far from what we expect of our team members When a customer gives a second chance to meet or exceed their satisfaction, our effort in doing so is the most important component We will share your feedback with the Operations Team in charge of this location and ask them to seek improvement Knowing that your vehicle was still dirty after your third visit we want your next wash to be on us Please contact us so we can get the necessary info to send you the wash 1-855-403-2739.Best Regards,Courtney C [redacted] Crew Carwash, Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below The pictures provided by crew carwash do not show all the damage There is also a large section of clear coat missing with thousands of scratches in itIt would take more than just dragging something across the top to create something like this This is definitely machine made and their machinery is the only one the car was inI presume a court of law is where this will have to be settled Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]
Thank you for the opportunity to respond to this complaint We understand Mr [redacted] disappointment in finding this damage to his vehicle and have made numerous attempts in effort to help him understand our position After receiving the complaint filed by Mr [redacted] on 9/13, the claim was reviewed and on 9/an email was sent to Mr [redacted] explaining why we did not feel the scratches to his truck were caused by the carwash On 9/I received a call from Mr [redacted] inquiring about his claim Since Mr [redacted] indicated he didn't receive our email I confirmed we did indeed have the correct email address and assumed the email went into spam since it comes from a DNR address During the call with Mr [redacted] I explained why we confidently felt that the scratches were not caused by our carwash In effort to help him feel better about our denial, I reviewed the video of his truck prior to entering the carwash and was able to see the scratches were present before the wash I emailed Mr [redacted] a screen shot from the video so he could see this for himself After receiving the picture Mr [redacted] was still unsatisfied with our decision In hopes that we could "teach" Mr [redacted] how the carwash contacts the vehicle, and why it's not capable of causing the scratch pattern to his vehicle I set up a meeting for him to meet with one of our SrGM's When we have this level of dispute we find it's often very helpful to take the customer into the carwash tunnel and show them vehicles being wash Upon meeting with our SrGM, Mr [redacted] declined to participate in this exercise During this meeting with Mr [redacted] another attempt was made by our SrGM to explain to why these scratches could not have been caused by the wash Again Mr [redacted] was unsatisfied I've attached the picture we sent to Mr [redacted] showing the damage to his vehicle prior to entering the carwash I've also attached a picture we sent to Mr [redacted] per his request for an example of what damage from our wash would look like Unfortunately all attempts to resolve this dispute with Mr [redacted] have failed and because we are confident the damage was not caused by our wash, we are unable to offer a financial settlement.Courtney [redacted] Crew Carwash Inc
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Hello Ms [redacted] here are come of the emails I have sent concerning my complaint, I would like to see the video, I served years in the Military and don't have any problem excepting responsibility if I am wrong but I really don't think so Regards, [redacted]
On January 28th Ms [redacted] had trouble coming onto our conveyor and in the process, her front driver’s side tire climbed over the track As a result, of getting her back into the conveyor track, her tire became punctured and was flat when she exited the carwash According to the managers on duty they helped Ms [redacted] put her spare tire on her vehicle so she could have her tire repaired Over a month later, On March 7th, Ms [redacted] returned to the carwash and presented a receipt for $ She informed us that she had her tire and rim replaced and requested reimbursement We understand that the tire was damaged during this incident, and since it couldn’t be repaired, we will gladly reimburse her for the cost of the tire only ($w/tax included) With the nature of this incident, we see no way that her rim would be damaged and need to be replaced Additionally, the rim was replaced without allowing us the opportunity to inspect the damage to determine if it was indeed somehow related For these reasons, we cannot provide reimbursement for replacing the rim Best Regards, Courtney [redacted] Crew Carwash, Inc
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below When someone goes in to Costco see the Large Legal pad sized Add offering $dollars worth of Crew Car Wash Gift .Cards for $they continue shopping and go thru the Checkout to pay and then receive the Gift Cards in an envelope along with the hundreds of dollars worth of other merchandise they have purchased Once we are thru with the purchase we don't have the time to read the fine print on the back of every card in the envelope prior to exiting he storeCostco Runs several other gift cards promotions with other retailers and I have purchased themNever have I had a single one of them refuse to honor the face value of the Gift Cards they sell thru Costco period I have never had a restaurant say you can't use these gift cards because you ordered the Special of the day so your gift cards are no longer worth the face value as advertisedI do find it interesting that they were able to honor the face value of the Gift Cards on an extremely similar complaint from a few months ago but not mineIt does make me wonder why they can't honor the face value of the Gift Cards now Why are they discriminating against me and choosing not to honor the face value of the gift cards as if they were cash to purchase the car wash books the way they did for the other complaint made to the Revdex.com If at all possible would the Revdex.com please forward these complaints t the corporate headquarters of CostcoI think they would like to know the experience their members are having when dealing with Crew Car Cash The other retailers that sell Gift cards thru Costco honor the face value of the gift cards sold without hassle and this process has been anything but hassle free .Regards, [redacted] ***
Below is our email thread with MsCampoine I've also attached the pictures of her vehicle showing the damage before and after the carwash We did offer to show her the video showing the damage prior to the wash since she didn't agree with the still picture.Thanks,Courtney_______________________________________Ms [redacted] , The first picture is of your vehicle driving under our camera arch that spans the driveway near the towel/litter bag dispenser Its location is 20+ yards before the entrance of the carwash tunnel The second picture was taken by our manager after the claim was reported If you would like to see the video of your vehicle driving under the camera arch, we would be happy to set up a time for you to visit the location and review it with a managerThank You, ________________________________________ Courtney C [redacted] Customer Support Director | Crew Carwash, IncDirect: | Main: Hague Road | Indianapolis, IN Email: cc [redacted] @crewcarwash.com CleanFastFriendly™ www.crewcarwash.com This email message contains confidential, privileged information and is for the sole use of the intended recipient(s) authorized by Crew Carwash Inc Any unauthorized review, use, disclosure or distribution of the email is prohibited If you are not the intended recipient, please contact the sender by email or phone (855-403-2739) and destroy all paper and electronic copies of the original messageFrom: [redacted] [mailto:s [redacted] [email protected]] Sent: Friday, February 19, 9:AM To: Customer Service Subject: Re: Incident ID: [redacted] Are you kidding me?! Those two pictures are clearly after the wash has started and on the rinse! You guys are absolutely ridiculous and like I said I will be turning this over to the Revdex.com! Roll Tide On Feb 19, 2016, at 8:AM, Customer Service wrote: Good Morning, We understand your disappointment and that you disagree with our position It’s always upsetting when you find damage to your vehicle While our communication is not always the best, we do take these matters very seriously To help you understand how we determined the scratch was not caused by our carwash, I've included a picture of your vehicle prior to entering the carwash As you can see in the picture, the scratch/scuff is visible before we started washing the vehicle Please give us a call if you have any questions or if you would like to discuss the matter furtherBest Regards, Courtney Crew Carwash 855-403- -----Original Message----- From: [redacted] [mailto:s [redacted] [email protected]] Sent: Thursday, February 18, 4:PM To: Customer Service Subject: Incident ID: [redacted] Dear James F [redacted] and the entire Crew Car Wash Team, We just received the letter about our incident involving the crew car washI want to let you know what a crock of [redacted] it was and the "findings" of the incidentFirst off with regards to your [redacted] poor customer service DO NOT IMPLY that the scratches we already on the vehicleWe in fact know they were not seeing as the vehicle was washed at Brads Carwash in Greenwood two days prior and the scratch was not there, just as the scratch was not there BEFORE entering Crew CarwashThis letter and findings are an absolute insult to me as the customer and a testament to the [redacted] poor customer service of your companyI do not need a lecture on your "high quality" equipment which let me remind you ultimately left my car with a scratchIt is sad that you cannot own up to the fact that it was indeed your Carwash that left the scratchRegardless of "most cases" which do not apply to all cases as I would like to point outThank you for leaving my beautiful black vehicle with an OBVIOUS AND OBNOXIOUS WHITE SCRATCH that we will now have to pay to have fixed because your [redacted] company cannot admit any wrong doing and as so many other company's with [redacted] customer service you will loose my business as well as everyone else I can tell this incident to as wellAll of my family members have monthly car wash packages which will be canceled along with all of my co-workers and anyone else I can spread the word toI will push for other places such as Brads Carwash in greenwood and literally any other car wash but CrewsI will also be turning this incident over to the Revdex.com and make a formal complaintThank you for the slap in the face, bandaid, hope this covers it, free Carwash I am sure it will be useful in the trashSincerely, [redacted] & [redacted] Roll Tide
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this response/resolution is satisfactory to me Regards, [redacted]
We appreciate the opportunity to respond to Ms***s complaint Ms***s friend visited our carwash on 7/31/ About an hour after leaving the wash, he returned to file a claim for scratching on the inside glass of the driver’s side mirror After reviewing the information from the claim we determined that this damage was not consistent with something that could be caused by or wash The scratch was isolated and random in nature In our opinion the scratches appeared as if someone used a razor blade to scrape something off the mirror Based on our investigation we sent an email to Ms [redacted] explaining our position Unfortunately Ms [redacted] did not receive the email because the address we had was not correct We understand that Ms [redacted] disagrees with our position and that she truly feels this scratching was caused by the carwash However, we simply can’t accept liability for damages that we’ve determined were not caused by our wash process.Sincerely,Courtney C [redacted] Crew Carwash, Inc
We understand Ms [redacted] frustration regarding the crack to her windshield and we are sorry this happened Unfortunately, this crack to Ms [redacted] windshield was beyond our control As you can see in the attached picture, Ms [redacted] windshield has an impact point just above her windshield wiper You can tell that this is an impact from a rock due to the spider web of cracks radiating from the impact Anytime a vehicle's windshield has an impact such as a rock chip, the integrity of the glass is compromised, and it becomes highly vulnerable to additional damage/cracking during the wash process We understand that Ms [redacted] had never noticed this impact point before this visit, but this is typically the case with an impact that's not in the drivers line of sight Knowing there's nothing we can do to prevent such damage from worsening during the wash process, we post a sign at the entrance of the wash informing customers that we do not accept liability for previous damage, and this is why Ms [redacted] claim was denied In an attempt to help Ms***, we would be willing to help her get our price on a replacement windshield We have a relationship with [redacted] , and they will replace most windshields for about $ Please let us know if Ms [redacted] would like us to have [redacted] contact her for replacement using our discount.Best regards,Courtney C [redacted] Crew Carwash, Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.This appears to be the same message from Crew's last response??? I thought the person(Adam) I met with over the weekend was the Area manageThat meeting was a waste of time by the way because after listening to the Area Managers (Adam) continuous fast talk for the first minute it was clear he had no intention of paying for the damage caused by their car wash Regards, [redacted] ***
We have left a message for Mr [redacted] to contact us regarding this complaint We will attempt to set up a meeting to see the damage in personCourtney
We understand that Mr [redacted] s only explanation for this damage is that it was caused by the carwash We would like an opportunity to meet with him at the wash, otherwise we would agree to arbitrate this disputeSincerely,Courtney C [redacted]
Mr [redacted] came back after his visit to report damage to his mirror He indicated that he had been through the wash sometime between pm and pm We reviewed the video from pm to pm and were unable to locate Mr***'s vehicle Additionally the damage to Mr***'s mirror appears to be from the mirror impacting something on the very outer edge This would not be consistent with damage from our wash process and for these reasons the claim was denied If Mr [redacted] could locate his receipt it will have the exact time of his visit Or if he paid with a credit card or wash coupon we could try and locate his visit with information from those forms of payment He can reach us by calling 855-403-if he's able to provide us with this info for further review of his claim Thank you,Courtney C [redacted] Crew Carwash, Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that arbitration is necessary to reach a resolution Regards, [redacted]
On July 14th Mr [redacted] returned to the carwash a few hours after his wash to report a claim for paint damage to the hood of his Ford truck There were several different areas of random scratches and a gouge into the paint that also dented the hood Following the report our manager inspected the carwash and found that everything was working as it should It was a busy day and our manager verified that cars were leaving the carwash damage free There were vehicles directly in front and directly behind Mr***’s vehicle and there were no other reports of damage this day We know firsthand that things can go wrong in the carwash As hard as we try, it’s not a perfect system With that said, we also know that there are clear signs when something has gone wrong Our cloth is always in motion as cars go through the wash process This cloth interacts with the vehicle finish in a consistent repeating manner If something that could damage a vehicles finish were to get stuck in the cloth, we know that there will be a pattern of scratching that resembles the movement of the cloth The damage to Mr***’s vehicle is in no way consistent Additionally it requires a great deal of force to gouge and dent a steel hood Unfortunately this was a very sunny day and the sun did interfere with us getting clear images of this damage prior to the carwash However, we did share pictures with Mr [redacted] of his vehicle before it went through the wash It is in our opinion that these images show some of this damage to his paint At this point we feel it would be best to have our Area Director, Jason N***, meet with Mr [redacted] at the carwash to see the damage in person This will also give us an opportunity to show Mr [redacted] how our cloth moves when cleaning the vehicles and hopefully help him better understand our process Please let us know if Mr [redacted] can spare some of his time for a meeting Best regards, Courtney C [redacted]
We understand that Mr [redacted] does not agree with our position In effort to help resolve the dispute, we would be happy to escalate the matter to the Area Director who oversees the West Lafayette carwash This process would involve an in-person meeting to review the damage with Mr [redacted] at the carwash From there our Area Director would make the final decision to accept or deny liability.If Mr [redacted] would like for us to schedule this meeting he can contact us by calling 855-403-or by email - [email protected] you,Courtney [redacted] Crew Carwash Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below I am willing to meet with Crew's area manager so that he can see the damage caused by there carwash Just let me know whenHopefully at that point they'll own up to the damage and be willing to pay for the repairs Regards, [redacted] ***
Ms [redacted] states that she visited the Hague Rdcarwash on 4/and that the carwash scratched her vehicle This wash is located in Fishers at Hague Rdand 96th St She goes on to state that she noticed the scratch when she parked at a store shortly after her visit to the carwash Upon reviewing the report filed by Ms [redacted] , it was filed on 4/at our location on HW in Noblesville I spoke with the manager who took the claim from Ms [redacted] and he said that Ms [redacted] never mentioned that this happened on a previous visit to a different location He was under the impression that she was reporting a scratch that she found following her visit on the 12th Due to the conflicting information about her visit we are unable to effectively use our video system and observe Ms [redacted] vehicle prior to entering the wash tunnel In order for us to properly respond to this complaint we need Ms [redacted] to confirm the details of her visit Please provide us with the location, date, and time related to when Ms [redacted] found the damage on her vehicle.Thanks,Courtney [redacted] SrCustomer Experience ManagerCrew Carwash, Inc
We are sorry to hear about your experience and appreciate you taking the time to share your feedback Based on this feedback, your experience was far from what we expect of our team members When a customer gives a second chance to meet or exceed their satisfaction, our effort in doing so is the most important component We will share your feedback with the Operations Team in charge of this location and ask them to seek improvement Knowing that your vehicle was still dirty after your third visit we want your next wash to be on us Please contact us so we can get the necessary info to send you the wash 1-855-403-2739.Best Regards,Courtney C [redacted] Crew Carwash, Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below The pictures provided by crew carwash do not show all the damage There is also a large section of clear coat missing with thousands of scratches in itIt would take more than just dragging something across the top to create something like this This is definitely machine made and their machinery is the only one the car was inI presume a court of law is where this will have to be settled Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]
Thank you for the opportunity to respond to this complaint We understand Mr [redacted] disappointment in finding this damage to his vehicle and have made numerous attempts in effort to help him understand our position After receiving the complaint filed by Mr [redacted] on 9/13, the claim was reviewed and on 9/an email was sent to Mr [redacted] explaining why we did not feel the scratches to his truck were caused by the carwash On 9/I received a call from Mr [redacted] inquiring about his claim Since Mr [redacted] indicated he didn't receive our email I confirmed we did indeed have the correct email address and assumed the email went into spam since it comes from a DNR address During the call with Mr [redacted] I explained why we confidently felt that the scratches were not caused by our carwash In effort to help him feel better about our denial, I reviewed the video of his truck prior to entering the carwash and was able to see the scratches were present before the wash I emailed Mr [redacted] a screen shot from the video so he could see this for himself After receiving the picture Mr [redacted] was still unsatisfied with our decision In hopes that we could "teach" Mr [redacted] how the carwash contacts the vehicle, and why it's not capable of causing the scratch pattern to his vehicle I set up a meeting for him to meet with one of our SrGM's When we have this level of dispute we find it's often very helpful to take the customer into the carwash tunnel and show them vehicles being wash Upon meeting with our SrGM, Mr [redacted] declined to participate in this exercise During this meeting with Mr [redacted] another attempt was made by our SrGM to explain to why these scratches could not have been caused by the wash Again Mr [redacted] was unsatisfied I've attached the picture we sent to Mr [redacted] showing the damage to his vehicle prior to entering the carwash I've also attached a picture we sent to Mr [redacted] per his request for an example of what damage from our wash would look like Unfortunately all attempts to resolve this dispute with Mr [redacted] have failed and because we are confident the damage was not caused by our wash, we are unable to offer a financial settlement.Courtney [redacted] Crew Carwash Inc
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Hello Ms [redacted] here are come of the emails I have sent concerning my complaint, I would like to see the video, I served years in the Military and don't have any problem excepting responsibility if I am wrong but I really don't think so Regards, [redacted]
On January 28th Ms [redacted] had trouble coming onto our conveyor and in the process, her front driver’s side tire climbed over the track As a result, of getting her back into the conveyor track, her tire became punctured and was flat when she exited the carwash According to the managers on duty they helped Ms [redacted] put her spare tire on her vehicle so she could have her tire repaired Over a month later, On March 7th, Ms [redacted] returned to the carwash and presented a receipt for $ She informed us that she had her tire and rim replaced and requested reimbursement We understand that the tire was damaged during this incident, and since it couldn’t be repaired, we will gladly reimburse her for the cost of the tire only ($w/tax included) With the nature of this incident, we see no way that her rim would be damaged and need to be replaced Additionally, the rim was replaced without allowing us the opportunity to inspect the damage to determine if it was indeed somehow related For these reasons, we cannot provide reimbursement for replacing the rim Best Regards, Courtney [redacted] Crew Carwash, Inc
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below When someone goes in to Costco see the Large Legal pad sized Add offering $dollars worth of Crew Car Wash Gift .Cards for $they continue shopping and go thru the Checkout to pay and then receive the Gift Cards in an envelope along with the hundreds of dollars worth of other merchandise they have purchased Once we are thru with the purchase we don't have the time to read the fine print on the back of every card in the envelope prior to exiting he storeCostco Runs several other gift cards promotions with other retailers and I have purchased themNever have I had a single one of them refuse to honor the face value of the Gift Cards they sell thru Costco period I have never had a restaurant say you can't use these gift cards because you ordered the Special of the day so your gift cards are no longer worth the face value as advertisedI do find it interesting that they were able to honor the face value of the Gift Cards on an extremely similar complaint from a few months ago but not mineIt does make me wonder why they can't honor the face value of the Gift Cards now Why are they discriminating against me and choosing not to honor the face value of the gift cards as if they were cash to purchase the car wash books the way they did for the other complaint made to the Revdex.com If at all possible would the Revdex.com please forward these complaints t the corporate headquarters of CostcoI think they would like to know the experience their members are having when dealing with Crew Car Cash The other retailers that sell Gift cards thru Costco honor the face value of the gift cards sold without hassle and this process has been anything but hassle free .Regards, [redacted] ***
Below is our email thread with MsCampoine I've also attached the pictures of her vehicle showing the damage before and after the carwash We did offer to show her the video showing the damage prior to the wash since she didn't agree with the still picture.Thanks,Courtney_______________________________________Ms [redacted] , The first picture is of your vehicle driving under our camera arch that spans the driveway near the towel/litter bag dispenser Its location is 20+ yards before the entrance of the carwash tunnel The second picture was taken by our manager after the claim was reported If you would like to see the video of your vehicle driving under the camera arch, we would be happy to set up a time for you to visit the location and review it with a managerThank You, ________________________________________ Courtney C [redacted] Customer Support Director | Crew Carwash, IncDirect: | Main: Hague Road | Indianapolis, IN Email: cc [redacted] @crewcarwash.com CleanFastFriendly™ www.crewcarwash.com This email message contains confidential, privileged information and is for the sole use of the intended recipient(s) authorized by Crew Carwash Inc Any unauthorized review, use, disclosure or distribution of the email is prohibited If you are not the intended recipient, please contact the sender by email or phone (855-403-2739) and destroy all paper and electronic copies of the original messageFrom: [redacted] [mailto:s [redacted] [email protected]] Sent: Friday, February 19, 9:AM To: Customer Service Subject: Re: Incident ID: [redacted] Are you kidding me?! Those two pictures are clearly after the wash has started and on the rinse! You guys are absolutely ridiculous and like I said I will be turning this over to the Revdex.com! Roll Tide On Feb 19, 2016, at 8:AM, Customer Service wrote: Good Morning, We understand your disappointment and that you disagree with our position It’s always upsetting when you find damage to your vehicle While our communication is not always the best, we do take these matters very seriously To help you understand how we determined the scratch was not caused by our carwash, I've included a picture of your vehicle prior to entering the carwash As you can see in the picture, the scratch/scuff is visible before we started washing the vehicle Please give us a call if you have any questions or if you would like to discuss the matter furtherBest Regards, Courtney Crew Carwash 855-403- -----Original Message----- From: [redacted] [mailto:s [redacted] [email protected]] Sent: Thursday, February 18, 4:PM To: Customer Service Subject: Incident ID: [redacted] Dear James F [redacted] and the entire Crew Car Wash Team, We just received the letter about our incident involving the crew car washI want to let you know what a crock of [redacted] it was and the "findings" of the incidentFirst off with regards to your [redacted] poor customer service DO NOT IMPLY that the scratches we already on the vehicleWe in fact know they were not seeing as the vehicle was washed at Brads Carwash in Greenwood two days prior and the scratch was not there, just as the scratch was not there BEFORE entering Crew CarwashThis letter and findings are an absolute insult to me as the customer and a testament to the [redacted] poor customer service of your companyI do not need a lecture on your "high quality" equipment which let me remind you ultimately left my car with a scratchIt is sad that you cannot own up to the fact that it was indeed your Carwash that left the scratchRegardless of "most cases" which do not apply to all cases as I would like to point outThank you for leaving my beautiful black vehicle with an OBVIOUS AND OBNOXIOUS WHITE SCRATCH that we will now have to pay to have fixed because your [redacted] company cannot admit any wrong doing and as so many other company's with [redacted] customer service you will loose my business as well as everyone else I can tell this incident to as wellAll of my family members have monthly car wash packages which will be canceled along with all of my co-workers and anyone else I can spread the word toI will push for other places such as Brads Carwash in greenwood and literally any other car wash but CrewsI will also be turning this incident over to the Revdex.com and make a formal complaintThank you for the slap in the face, bandaid, hope this covers it, free Carwash I am sure it will be useful in the trashSincerely, [redacted] & [redacted] Roll Tide
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this response/resolution is satisfactory to me Regards, [redacted]
We appreciate the opportunity to respond to Ms***s complaint Ms***s friend visited our carwash on 7/31/ About an hour after leaving the wash, he returned to file a claim for scratching on the inside glass of the driver’s side mirror After reviewing the information from the claim we determined that this damage was not consistent with something that could be caused by or wash The scratch was isolated and random in nature In our opinion the scratches appeared as if someone used a razor blade to scrape something off the mirror Based on our investigation we sent an email to Ms [redacted] explaining our position Unfortunately Ms [redacted] did not receive the email because the address we had was not correct We understand that Ms [redacted] disagrees with our position and that she truly feels this scratching was caused by the carwash However, we simply can’t accept liability for damages that we’ve determined were not caused by our wash process.Sincerely,Courtney C [redacted] Crew Carwash, Inc
We understand Ms [redacted] frustration regarding the crack to her windshield and we are sorry this happened Unfortunately, this crack to Ms [redacted] windshield was beyond our control As you can see in the attached picture, Ms [redacted] windshield has an impact point just above her windshield wiper You can tell that this is an impact from a rock due to the spider web of cracks radiating from the impact Anytime a vehicle's windshield has an impact such as a rock chip, the integrity of the glass is compromised, and it becomes highly vulnerable to additional damage/cracking during the wash process We understand that Ms [redacted] had never noticed this impact point before this visit, but this is typically the case with an impact that's not in the drivers line of sight Knowing there's nothing we can do to prevent such damage from worsening during the wash process, we post a sign at the entrance of the wash informing customers that we do not accept liability for previous damage, and this is why Ms [redacted] claim was denied In an attempt to help Ms***, we would be willing to help her get our price on a replacement windshield We have a relationship with [redacted] , and they will replace most windshields for about $ Please let us know if Ms [redacted] would like us to have [redacted] contact her for replacement using our discount.Best regards,Courtney C [redacted] Crew Carwash, Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.This appears to be the same message from Crew's last response??? I thought the person(Adam) I met with over the weekend was the Area manageThat meeting was a waste of time by the way because after listening to the Area Managers (Adam) continuous fast talk for the first minute it was clear he had no intention of paying for the damage caused by their car wash Regards, [redacted] ***
We have left a message for Mr [redacted] to contact us regarding this complaint We will attempt to set up a meeting to see the damage in personCourtney
We understand that Mr [redacted] s only explanation for this damage is that it was caused by the carwash We would like an opportunity to meet with him at the wash, otherwise we would agree to arbitrate this disputeSincerely,Courtney C [redacted]