RevDex.com: 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. Regards, [redacted] ***
Revdex.com: 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 Regards, [redacted]
Thank you for the opportunity to respond to this complaint The damage to Mr [redacted] s mirror has scratching that's not consistent with damage from the carwash We understand that he does not agree with our position and passionately feels we are responsible In effort to come to the table and resolve this dispute, we would be willing to pay $to help offset the cost of replacing the mirror Thank You, Courtney [redacted] Crew Carwash
On 12/27/Mr*** filed a claim for scratches to his Buick Lacrosse. Mr*** claimed that the damage happened when his wife came through the carwash on or about 11/30/2014. After reviewing the damage, Crew Carwash determined that the damage was not consistent with damage
from our wash process, and we denied the claim. After receiving our denial, Mr*** contacted the Crew Corporate Customer Service Team and we had in depth conversations explaining our position. The damage to Mr*** Buick is extensive and appears to be caused by something dragging across the roof of the vehicle. The damage starts at the front of the roof and goes to the rear. There is no movement to the scratch other than front to back. Our cloth that touches this part of the vehicle moves in a side to side motion as the vehicle moves through the carwash. If something that could damage the finish was stuck in the cloth, we wouldn't see the straight lines that we see on Mr*** Buick (I've attached a picture for your reference)We understand that Mr*** doesn't agree with our position but we are confident this damage was not a result of their visit to our carwash and stand behind our original denial
*** ***Crew Carwash, Inc***@crewcarwash.com
We understand Ms***'s disappointment regardingthe incident that occurred during her visit on 6/10/and we appreciate thisopportunity to respond to her complaint. At Crew Carwash, the safety ofour customers and their vehicles is our number one priority. We put allteam members
through extensive safety training and our carwashes have safetysystems to monitor the safety of our customer’s vehicles. With thatsaid, we do not take full control of the vehicle's and throughout the washprocess our customers still retain the ability to affect control of theirvehicle. Once on our conveyor track customers are given instructionto place their vehicle in neutral. Once in neutral theconveyor system provides a small roller which engages the vehiclesrear tire and simply pushes the vehicle through the wash tunnel. In twodifferent locations at the entrance of the carwash tunnel, signs are postedshowing customers animated instructions for ensuring the safety of theirvehicle during the wash process. These instructions are, toplace the vehicle in neutral, take your foot off the break, and keep yourhands off the steering wheel. With 26 carwashes in central Indiana our proven process safely washes millionsof vehicles every year. Shortly after Ms***'s vehicle entered our carwash tunnel her vehicle'sfront left tire came out of our conveyor track and contacted a piece ofequipment. While it's extremely rare for a vehicle to come out of theconveyor track, we know from experience that there are only a couple of reasonswhy this would happen. As part of ourdetailed investigation process we reviewed the surveillance video of Ms.***’s vehicle going through the carwash. On the video we can see Ms***’s vehicle enters the wash tunnelnormally. With the left side of hervehicle in clear view of a camera inside of the wash tunnel we can see thefront left tire on Ms*** vehicle turn into the 4” wall of the conveyortrack. As the vehicle is being pushedthrough the track the tire continues turning into the wall until it “climbs”over the conveyor wall and the vehicle subsequently hits a stainless steelspray manifold. While we completelyunderstand that Ms*** did not intentionally turn her steering wheel, theonly reason that a front tire would turn into the conveyor wall is due to theoperation of the vehicle. Unfortunatelywe cannot see into Ms***’s vehicle due to a thick layer of foam, but inthe past when this has occurred we have been able to see inside the vehicle andfound customers inadvertently using their steering wheel to support themselves whilereaching in the back seat, glove box, or even when wiping down their dashboard. I mention this simply to share possibilitiesas to how this could have happened without Ms*** being aware.We are very sorry that this happened but we feelstrongly that this incident was beyond our control and this is why we havedenied liability for the damages to Ms***’s vehicle. We would be happy to set up a meeting withMs*** and show her the video of this incident
Revdex.com:
I have reviewed
the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** I received a phone call from Courtney from Customer Service at Crew on August After speaking to him, we came to a mutual understanding that the damages to my vehicle needed to be seen in person I was told the area director for the Crew Car Wash I initially visited would be in contact with me to set up a time for me to bring my vehicle by for him to see in personI asked Courtney what a realistic time frame would be to be expecting this phone call and was told that if the area director was not off that day and in the office, I should be receiving a call that same day, a/t latest on Friday; as they do take these types of complaints seriousI did not receive the call by Friday afternoon, so I called Courtney directly and left a messageAs of today, 8/15, I have not received a call from the area directorI tried to phone Courtney again this afternoon and left another voicemail to find out the status, but that has not been returned eitherIt has now been over days since my visit with Crew and no action has been taken to make this right
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***
We appreciate the opportunity to respond to Ms***’s complaint and understand that she feels our carwash damaged her new car. We are also very sorry that she feels that we have called her a liar. That was certainly not our intent and we should have done a
better job of communicating our findings. As part of our investigation into this incident we reviewed video of Ms***’s vehicle before the carwash and we could see the reported gouge into her rear bumper was present prior to entering the wash tunnel. For reference, we have attached a still image showing this damage and we hope it helps Ms*** better understand our position. If she has any questions or further concerns, she can always contact us at 855-403-2739. Best regards,Courtney C***Crew Carwash, Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** I have circular scratches on my hood that were never there beforeThey are very obvious to all my familyThey are new and were only present right after the car washAs I stated, I purchased a Columbus East car wash couponI won't be buying these ever again and will probably speak out to the sponsor about what happened to my car The whole team was required to sell ticketsI have told my family and they will not be using their car wash couponsNeedless to say, I will never patronize a Crew Car Wash ever again
We're sorry that Ms*** found this damage to her vehicle and can understand her disappointment Unfortunately we can not accept liability for damage that was not caused by the carwash We have attached a picture of this damage for your reference It is of
our opinion that this damage was caused by rubbing against something such as a curb We know with confidence that there is nothing in our carwash that would cause this type of damage. Sincerely,Crew Carwash, Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I will remain disputing the fact those pictures were from BEFORE the car wash began The car was covered in salt and dirt My husband asks if they had any cameras or film the night of the incident and was told they did not have equipment to do such That is why I am not and will not be interested in seeing a video that you allegedly never had in the first place Once again you, and Crew are still missing the point Your customer service SUCKS and you still cannot admit any wrong doing Bottom line I do not and will not accept anything less than ownership of damages by Crew Carwash
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** I am really upset because I went back to the car wash and they said the panel wasn't there and then almost a week later I was told I could pick it upNo one would of called if I wasn't on the phone about the probkem
On July 27th Ms***'s called into the location indicating that she had lost the mirror cover off her vehicle Since we save all parts that may come off vehicles, we were able to locate the cover for her vehicle According to the report Ms***s could not remember what day or time she
had come through but indicated it was the previous week Ms***'s also told our manager that the mirror assembly had been replaced back in January Typically these mirror covers only come off if the fastening clips are damaged From our experience this damage usually occurs from impacting something with the edge of the mirror such as a pylon in the drive through lane or when pulling in the garage In a majority of similar previous reports we have found scrapes or marks on these mirrors when looking at the vehicle before it goes through the carwash Without having information about Ms***'s visit we denied her claim based on our previous experience According to this Revdex.com complaint Ms***s indicates that she visited the wash on 7/ We would like to take another look at this but need more info If she could give us an idea of the time she visited, or provide us with her receipt, this will be a great deal of help. Sincerely,Courtney C***Crew Carwash, Inc
Thank you for the opportunity to respond to Ms***’s complaint. On March 19th, 2016, Ms*** visited our carwash to file a report for damage that she indicated occurred after a carwash on February 7th. She informed our manager that she took her Honda CRV to the dealership to
investigate water that was leaking onto the headliner of her vehicle. She said that the dealership told her that the water was leaking onto her headliner because the antenna on her roof was loose. On her complaint Ms*** indicated that the dealer told her the antenna needs to be removed before a carwash. We wash thousands of Honda CRV’s every year with their antennas on, and without incident. We are unsure why Ms***’s antenna base came loose, but we know from experience that this isn’t something that was a direct result of the wash. If Ms***’s vehicle requires the antenna removed before the carwash, this is something that would be her responsibility to request, and we would always be willing to remove it for her. We understand that car problems are frustrating and can be very costly. While we do not feel the wash is responsible for this damage, we do sympathize with Ms***In an attempt to find resolution, we would be willing to make a customer goodwill offer of $100, to help offset the cost of this repair. Best Regards,Courtney C***Crew Carwash, Inc
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]Regards,*** ***
Our General Manager has contacted Ms*** and scheduled a meeting to show her the video of her vehicle As of Monday 1/this meeting has been scheduled for 2/ The goal of this meeting is to show Ms*** the video that shows the gas door was not fully shut and latched
before entering the carwash This would be the reason it was blown off during the wash process However, we understand Ms***s frustration and feel that $is a reasonable amount for us to pay in effort to keep from losing a customer and to resolve this dispute We will issue a check in the amount of $and send it directly to Ms***. Sincerely,Courtney C***Crew Carwash, Inc
Here are the managers notes on this claim which do a great job of explaining why the claim was denied Pictures are also attached for your review."Customer came in after having been through the wash on Saturday (days ago), concerned with a very large amount of scratches and blemishes on the
hood and both sides of her Honda OdysseyShe stated that she had never been through our wash prior to this visit, and that now she suddenly had all these scratches on her vanThe front of the hood was peppered in rock chips, and paint chips that had been touched up, and nearly the entire body of the vehicle was covered in scratches that clearly were not consistent with our washShe did not have a receipt, but guessed that she had been through the wash about 10:AM on SaturdayI could not find her on videoI was also here on Saturday morning, and had no issues with wash quality, nor any other claims of damage around that timeWe are absolutely NOT responsible for this damagePlease deny claim."Best regards,Courtney C***
RevDex.com: 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. Regards, [redacted] ***
I have contacted this customer and resolved this complaintBest 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 find that this resolution would be satisfactory to me Regards, [redacted]
I have left a voice message on Mr***'s phone asking him to contact me so we can get this dispute resolved.Courtney
Thank you for the opportunity to respond to this complaint The damage to Mr [redacted] s mirror has scratching that's not consistent with damage from the carwash We understand that he does not agree with our position and passionately feels we are responsible In effort to come to the table and resolve this dispute, we would be willing to pay $to help offset the cost of replacing the mirror Thank You, Courtney [redacted] Crew Carwash
On 12/27/Mr*** filed a claim for scratches to his Buick Lacrosse. Mr*** claimed that the damage happened when his wife came through the carwash on or about 11/30/2014. After reviewing the damage, Crew Carwash determined that the damage was not consistent with damage
from our wash process, and we denied the claim. After receiving our denial, Mr*** contacted the Crew Corporate Customer Service Team and we had in depth conversations explaining our position. The damage to Mr*** Buick is extensive and appears to be caused by something dragging across the roof of the vehicle. The damage starts at the front of the roof and goes to the rear. There is no movement to the scratch other than front to back. Our cloth that touches this part of the vehicle moves in a side to side motion as the vehicle moves through the carwash. If something that could damage the finish was stuck in the cloth, we wouldn't see the straight lines that we see on Mr*** Buick (I've attached a picture for your reference)We understand that Mr*** doesn't agree with our position but we are confident this damage was not a result of their visit to our carwash and stand behind our original denial
*** ***Crew Carwash, Inc***@crewcarwash.com
We will have one of our Area Directors contact Mr*** and set up an in person meeting to see the vehicle. Thank you,Courtney C***Crew Carwash, Inc
We understand Ms***'s disappointment regardingthe incident that occurred during her visit on 6/10/and we appreciate thisopportunity to respond to her complaint. At Crew Carwash, the safety ofour customers and their vehicles is our number one priority. We put allteam members
through extensive safety training and our carwashes have safetysystems to monitor the safety of our customer’s vehicles. With thatsaid, we do not take full control of the vehicle's and throughout the washprocess our customers still retain the ability to affect control of theirvehicle. Once on our conveyor track customers are given instructionto place their vehicle in neutral. Once in neutral theconveyor system provides a small roller which engages the vehiclesrear tire and simply pushes the vehicle through the wash tunnel. In twodifferent locations at the entrance of the carwash tunnel, signs are postedshowing customers animated instructions for ensuring the safety of theirvehicle during the wash process. These instructions are, toplace the vehicle in neutral, take your foot off the break, and keep yourhands off the steering wheel. With 26 carwashes in central Indiana our proven process safely washes millionsof vehicles every year. Shortly after Ms***'s vehicle entered our carwash tunnel her vehicle'sfront left tire came out of our conveyor track and contacted a piece ofequipment. While it's extremely rare for a vehicle to come out of theconveyor track, we know from experience that there are only a couple of reasonswhy this would happen. As part of ourdetailed investigation process we reviewed the surveillance video of Ms.***’s vehicle going through the carwash. On the video we can see Ms***’s vehicle enters the wash tunnelnormally. With the left side of hervehicle in clear view of a camera inside of the wash tunnel we can see thefront left tire on Ms*** vehicle turn into the 4” wall of the conveyortrack. As the vehicle is being pushedthrough the track the tire continues turning into the wall until it “climbs”over the conveyor wall and the vehicle subsequently hits a stainless steelspray manifold. While we completelyunderstand that Ms*** did not intentionally turn her steering wheel, theonly reason that a front tire would turn into the conveyor wall is due to theoperation of the vehicle. Unfortunatelywe cannot see into Ms***’s vehicle due to a thick layer of foam, but inthe past when this has occurred we have been able to see inside the vehicle andfound customers inadvertently using their steering wheel to support themselves whilereaching in the back seat, glove box, or even when wiping down their dashboard. I mention this simply to share possibilitiesas to how this could have happened without Ms*** being aware.We are very sorry that this happened but we feelstrongly that this incident was beyond our control and this is why we havedenied liability for the damages to Ms***’s vehicle. We would be happy to set up a meeting withMs*** and show her the video of this incident
Revdex.com:
I have reviewed
the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** I received a phone call from Courtney from Customer Service at Crew on August After speaking to him, we came to a mutual understanding that the damages to my vehicle needed to be seen in person I was told the area director for the Crew Car Wash I initially visited would be in contact with me to set up a time for me to bring my vehicle by for him to see in personI asked Courtney what a realistic time frame would be to be expecting this phone call and was told that if the area director was not off that day and in the office, I should be receiving a call that same day, a/t latest on Friday; as they do take these types of complaints seriousI did not receive the call by Friday afternoon, so I called Courtney directly and left a messageAs of today, 8/15, I have not received a call from the area directorI tried to phone Courtney again this afternoon and left another voicemail to find out the status, but that has not been returned eitherIt has now been over days since my visit with Crew and no action has been taken to make this right
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***
We appreciate the opportunity to respond to Ms***’s complaint and understand that she feels our carwash damaged her new car. We are also very sorry that she feels that we have called her a liar. That was certainly not our intent and we should have done a
better job of communicating our findings. As part of our investigation into this incident we reviewed video of Ms***’s vehicle before the carwash and we could see the reported gouge into her rear bumper was present prior to entering the wash tunnel. For reference, we have attached a still image showing this damage and we hope it helps Ms*** better understand our position. If she has any questions or further concerns, she can always contact us at 855-403-2739. Best regards,Courtney C***Crew Carwash, Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** I have circular scratches on my hood that were never there beforeThey are very obvious to all my familyThey are new and were only present right after the car washAs I stated, I purchased a Columbus East car wash couponI won't be buying these ever again and will probably speak out to the sponsor about what happened to my car The whole team was required to sell ticketsI have told my family and they will not be using their car wash couponsNeedless to say, I will never patronize a Crew Car Wash ever again
We're sorry that Ms*** found this damage to her vehicle and can understand her disappointment Unfortunately we can not accept liability for damage that was not caused by the carwash We have attached a picture of this damage for your reference It is of
our opinion that this damage was caused by rubbing against something such as a curb We know with confidence that there is nothing in our carwash that would cause this type of damage. Sincerely,Crew Carwash, Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I will remain disputing the fact those pictures were from BEFORE the car wash began The car was covered in salt and dirt My husband asks if they had any cameras or film the night of the incident and was told they did not have equipment to do such That is why I am not and will not be interested in seeing a video that you allegedly never had in the first place Once again you, and Crew are still missing the point Your customer service SUCKS and you still cannot admit any wrong doing Bottom line I do not and will not accept anything less than ownership of damages by Crew Carwash
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** I am really upset because I went back to the car wash and they said the panel wasn't there and then almost a week later I was told I could pick it upNo one would of called if I wasn't on the phone about the probkem
On July 27th Ms***'s called into the location indicating that she had lost the mirror cover off her vehicle Since we save all parts that may come off vehicles, we were able to locate the cover for her vehicle According to the report Ms***s could not remember what day or time she
had come through but indicated it was the previous week Ms***'s also told our manager that the mirror assembly had been replaced back in January Typically these mirror covers only come off if the fastening clips are damaged From our experience this damage usually occurs from impacting something with the edge of the mirror such as a pylon in the drive through lane or when pulling in the garage In a majority of similar previous reports we have found scrapes or marks on these mirrors when looking at the vehicle before it goes through the carwash Without having information about Ms***'s visit we denied her claim based on our previous experience According to this Revdex.com complaint Ms***s indicates that she visited the wash on 7/ We would like to take another look at this but need more info If she could give us an idea of the time she visited, or provide us with her receipt, this will be a great deal of help. Sincerely,Courtney C***Crew Carwash, Inc
Thank you for the opportunity to respond to Ms***’s complaint. On March 19th, 2016, Ms*** visited our carwash to file a report for damage that she indicated occurred after a carwash on February 7th. She informed our manager that she took her Honda CRV to the dealership to
investigate water that was leaking onto the headliner of her vehicle. She said that the dealership told her that the water was leaking onto her headliner because the antenna on her roof was loose. On her complaint Ms*** indicated that the dealer told her the antenna needs to be removed before a carwash. We wash thousands of Honda CRV’s every year with their antennas on, and without incident. We are unsure why Ms***’s antenna base came loose, but we know from experience that this isn’t something that was a direct result of the wash. If Ms***’s vehicle requires the antenna removed before the carwash, this is something that would be her responsibility to request, and we would always be willing to remove it for her. We understand that car problems are frustrating and can be very costly. While we do not feel the wash is responsible for this damage, we do sympathize with Ms***In an attempt to find resolution, we would be willing to make a customer goodwill offer of $100, to help offset the cost of this repair. Best Regards,Courtney C***Crew Carwash, Inc
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]Regards,*** ***
Our General Manager has contacted Ms*** and scheduled a meeting to show her the video of her vehicle As of Monday 1/this meeting has been scheduled for 2/ The goal of this meeting is to show Ms*** the video that shows the gas door was not fully shut and latched
before entering the carwash This would be the reason it was blown off during the wash process However, we understand Ms***s frustration and feel that $is a reasonable amount for us to pay in effort to keep from losing a customer and to resolve this dispute We will issue a check in the amount of $and send it directly to Ms***. Sincerely,Courtney C***Crew Carwash, Inc
Here are the managers notes on this claim which do a great job of explaining why the claim was denied Pictures are also attached for your review."Customer came in after having been through the wash on Saturday (days ago), concerned with a very large amount of scratches and blemishes on the
hood and both sides of her Honda OdysseyShe stated that she had never been through our wash prior to this visit, and that now she suddenly had all these scratches on her vanThe front of the hood was peppered in rock chips, and paint chips that had been touched up, and nearly the entire body of the vehicle was covered in scratches that clearly were not consistent with our washShe did not have a receipt, but guessed that she had been through the wash about 10:AM on SaturdayI could not find her on videoI was also here on Saturday morning, and had no issues with wash quality, nor any other claims of damage around that timeWe are absolutely NOT responsible for this damagePlease deny claim."Best regards,Courtney C***