The damage to Mr. [redacted] 48 year old, 1968 Cadillac occurred due to the shape of the vehicle. Before entering the carwash, Mr. [redacted] was warned by multiple team members that we do not accept liability for classic vehicles 15 years and older. We also have this posted on our disclaimer...
sign that's in clear sight before entering the wash. Unfortunately, we know from experience that we are unable to predict how the wash equipment may react to older vehicle designs and that they have a higher risk for unpreventable damages. This is why we have the disclaimer sign posted and why we verbally warned Mr. [redacted] of our position. We are very sorry that this happened, but Mr. [redacted] was aware of the risk and choose to assume the liability.Thank You,Courtney [redacted]Crew Carwash, Inc.
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 855-403-2739 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 find that this resolution would be acceptable.
Regards,
[redacted]
While we confidently know that these scratches could not be caused by our carwash, as an attempt to resolve this dispute, we will make a customer service offer of $50 to Ms. [redacted] for buffing. Thank you,Courtney C[redacted]Crew Carwash, Inc.
In effort to resolve this dispute, we offered to have the scratches on Mr. [redacted] vehicle professionally buffed. We explained that they may not come out 100% but they will be much less noticeable. Mr. White accepted and seemed pleased with our customer goodwill gesture.Courtney...
Mr. [redacted] came back after his visit to report damage to his mirror. He indicated that he had been through the wash sometime between 3 pm and 6 pm. We reviewed the video from 2 pm to 7 pm and were unable to locate Mr. [redacted]'s vehicle. Additionally the damage to Mr. [redacted]'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 855-403-2739 if he's able to provide us with this info for further review of his claim. Thank you,Courtney C[redacted] Crew Carwash, Inc.
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 person. Courtney
We will have one of our Area Directors contact Mr. [redacted] and set up a meeting to see his vehicle in person. Thanks,Courtney C[redacted]Crew Carwash, Inc.855-403-2739
We appreciate the opportunity to respond to Ms. [redacted]s complaint. Ms. [redacted]s friend visited our carwash on 7/31/16. 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.
On 9/23 Mr. [redacted] filed a claim for paint damage to the fender of his 2006 Acura following his visit to the carwash. The damage in question is a large area of scuffs and removed paint. Our investigation determined that this damage was not consistent with damage from our wash process...
and his claim was denied. After receiving the denial, Mr. [redacted] contacted us regarding our position on his claim. After explaining why this damage is not consistent with the wash we offered to have him meet with one of our Area Directors at the wash so he could see the wash process in person, but Mr. [redacted] declined. Please see the attached picture. This damage occurred due to something hitting the vehicle such as a grocery cart or another vehicle. Thank you,Courtney C[redacted]Crew 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.
Ms. [redacted] states that she visited the Hague Rd. carwash on 4/5 and that the carwash scratched her vehicle. This wash is located in Fishers at Hague Rd. and 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 4/12 at our location on HW 37 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]Sr. Customer Experience ManagerCrew 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.Regards,[redacted] I did not touch anything in the car I sit with my hands in my lap as I always do, they can say anything they want but the truth is their equipment somehow malfunctioned and while in their wash my car was damaged. the damage was on there property and they should be responsible. I am filing a complaint with the Attorney General of Indiana. These companys can do anything they want and don't think they have to be responsible. I am a retired woman of the age of 67 and live on social security. I have been a customer for years even when the company was Mikes I have a monthly payment to them for washes, and never had trouble. I feel they should be responsible for repairs, the damage could have been from the workers pushing my car back and forth. I assure you you have lost a customer and everyone I speak with will know how you treat customers. I looked on the computer and this has happen to other people, so it can happen, your video cannot show what happened inside the wash, so you assume its all my fault, but sir you are wrong. I believe your company is responsible.
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]
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 when. Hopefully at that point they'll own up to the damage and be willing to pay for the repairs.
Regards,
[redacted]
Thank you for the opportunity to respond to this complaint. We understand how frustrating car problems can be and we are sorry Ms. [redacted] has experienced this issue with her Buick.
According to Ms. [redacted], this 2011 Buick was recently purchased. On the repair order from Andy...
Mohr (attached), Ms. [redacted] has taken the vehicle into the shop 3 times due to this issue with her Onstar antenna. On the 3rd visit, Andy Mohr determined that it needed to be replaced due to corrosion on the terminals. The repair order also indicates that they would only charge half of the repair cost and speculates that this issue could possibly be related to the carwash. After paying half of the repair cost and having the work completed, Ms. [redacted] filed a claim with Crew requesting reimbursement for the expense.
While we sympathize with Ms. [redacted]’s situation, this issue with her antenna was not a direct result of the carwash. Upon review of video from Ms. [redacted]s visits to our carwashes, we can see on all visits the vehicle exits the wash with this antenna intact. This exterior antenna on Ms. [redacted]s vehicle should be water tight. According to the work order, the base of the antenna was loose and we assume this is why the terminals corroded. The speculation that this could be a result of the carwash is simply finger pointing in attempt to deflect blame. Being that this 5 year old vehicle was recently purchased and this is an issue that has many potential causes, we would suggest that this is addressed with Andy Mohr.
After speaking with Ms. [redacted] today, we did agree to refund the $39 for her monthly membership and this was credited back to her card.
Thank You, ...⇄
Courtney [redacted]
Crew Carwash
Thank you for contacting us regarding this complaint. We would be happy to arrange for an in person meeting with Mr. [redacted] to review the video of his vehicle and to give him an in person tour of the wash process. Please let us know if Mr. [redacted] would like us to contact him and set up...
this meeting. Additionally, I have attached images of Mr. [redacted]'s vehicle before the carwash.Kindly,Courtney C[redacted]Crew Carwash, Inc.
As promised during my conversation with Ms. [redacted] on Thursday August 11th, Manny P[redacted] called her on Friday August 12th at 9am. He left Ms. [redacted] a voice message and as of this morning had not received a call back. Ms. [redacted] left me a voice message on Saturday August 13th and again on Monday August 15th. After being ill all weekend, today was my first day back in the office. This morning when I heard her voice messages, I contacted Ms. [redacted] at 10 am and left her a voice message. I apologize for the phone tag. In today’s voice message to Ms. [redacted], I let her know that Manny had called her and was waiting to hear back. I also left her Manny’s cellular phone number.We are sorry for the trouble and hope to connect with Ms. [redacted] today.Regards,Courtney C[redacted]
The damage to Mr. [redacted] 48 year old, 1968 Cadillac occurred due to the shape of the vehicle. Before entering the carwash, Mr. [redacted] was warned by multiple team members that we do not accept liability for classic vehicles 15 years and older. We also have this posted on our disclaimer...
sign that's in clear sight before entering the wash. Unfortunately, we know from experience that we are unable to predict how the wash equipment may react to older vehicle designs and that they have a higher risk for unpreventable damages. This is why we have the disclaimer sign posted and why we verbally warned Mr. [redacted] of our position. We are very sorry that this happened, but Mr. [redacted] was aware of the risk and choose to assume the liability.Thank You,Courtney [redacted]Crew Carwash, Inc.
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 855-403-2739 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 find that this resolution would be acceptable.
Regards,
[redacted]
While we confidently know that these scratches could not be caused by our carwash, as an attempt to resolve this dispute, we will make a customer service offer of $50 to Ms. [redacted] for buffing. Thank you,Courtney C[redacted]Crew Carwash, Inc.
In effort to resolve this dispute, we offered to have the scratches on Mr. [redacted] vehicle professionally buffed. We explained that they may not come out 100% but they will be much less noticeable. Mr. White accepted and seemed pleased with our customer goodwill gesture.Courtney...
C[redacted]Crew Carwash Customer Service
Mr. [redacted] came back after his visit to report damage to his mirror. He indicated that he had been through the wash sometime between 3 pm and 6 pm. We reviewed the video from 2 pm to 7 pm and were unable to locate Mr. [redacted]'s vehicle. Additionally the damage to Mr. [redacted]'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 855-403-2739 if he's able to provide us with this info for further review of his claim. Thank you,Courtney C[redacted] Crew Carwash, Inc.
We will have our Area Director, Jason N[redacted], contact Mr. [redacted] and schedule a meeting. Thanks,Courtney C[redacted]Crew Carwash, Inc.
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 person. Courtney
We will have one of our Area Directors contact Mr. [redacted] and set up a meeting to see his vehicle in person. Thanks,Courtney C[redacted]Crew Carwash, Inc.855-403-2739
We appreciate the opportunity to respond to Ms. [redacted]s complaint. Ms. [redacted]s friend visited our carwash on 7/31/16. 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.
On 9/23 Mr. [redacted] filed a claim for paint damage to the fender of his 2006 Acura following his visit to the carwash. The damage in question is a large area of scuffs and removed paint. Our investigation determined that this damage was not consistent with damage from our wash process...
and his claim was denied. After receiving the denial, Mr. [redacted] contacted us regarding our position on his claim. After explaining why this damage is not consistent with the wash we offered to have him meet with one of our Area Directors at the wash so he could see the wash process in person, but Mr. [redacted] declined. Please see the attached picture. This damage occurred due to something hitting the vehicle such as a grocery cart or another vehicle. Thank you,Courtney C[redacted]Crew 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.
Ms. [redacted] states that she visited the Hague Rd. carwash on 4/5 and that the carwash scratched her vehicle. This wash is located in Fishers at Hague Rd. and 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 4/12 at our location on HW 37 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]Sr. Customer Experience ManagerCrew 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.Regards,[redacted] I did not touch anything in the car I sit with my hands in my lap as I always do, they can say anything they want but the truth is their equipment somehow malfunctioned and while in their wash my car was damaged. the damage was on there property and they should be responsible. I am filing a complaint with the Attorney General of Indiana. These companys can do anything they want and don't think they have to be responsible. I am a retired woman of the age of 67 and live on social security. I have been a customer for years even when the company was Mikes I have a monthly payment to them for washes, and never had trouble. I feel they should be responsible for repairs, the damage could have been from the workers pushing my car back and forth. I assure you you have lost a customer and everyone I speak with will know how you treat customers. I looked on the computer and this has happen to other people, so it can happen, your video cannot show what happened inside the wash, so you assume its all my fault, but sir you are wrong. I believe your company is responsible.
I have left a voice message on Mr. [redacted]'s phone asking him to contact me so we can get this dispute resolved.Courtney
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]
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 when. Hopefully at that point they'll own up to the damage and be willing to pay for the repairs.
Regards,
[redacted]
Thank you for the opportunity to respond to this complaint. We understand how frustrating car problems can be and we are sorry Ms. [redacted] has experienced this issue with her Buick.
According to Ms. [redacted], this 2011 Buick was recently purchased. On the repair order from Andy...
Mohr (attached), Ms. [redacted] has taken the vehicle into the shop 3 times due to this issue with her Onstar antenna. On the 3rd visit, Andy Mohr determined that it needed to be replaced due to corrosion on the terminals. The repair order also indicates that they would only charge half of the repair cost and speculates that this issue could possibly be related to the carwash. After paying half of the repair cost and having the work completed, Ms. [redacted] filed a claim with Crew requesting reimbursement for the expense.
While we sympathize with Ms. [redacted]’s situation, this issue with her antenna was not a direct result of the carwash. Upon review of video from Ms. [redacted]s visits to our carwashes, we can see on all visits the vehicle exits the wash with this antenna intact. This exterior antenna on Ms. [redacted]s vehicle should be water tight. According to the work order, the base of the antenna was loose and we assume this is why the terminals corroded. The speculation that this could be a result of the carwash is simply finger pointing in attempt to deflect blame. Being that this 5 year old vehicle was recently purchased and this is an issue that has many potential causes, we would suggest that this is addressed with Andy Mohr.
After speaking with Ms. [redacted] today, we did agree to refund the $39 for her monthly membership and this was credited back to her card.
Thank You, ...⇄
Courtney [redacted]
Crew Carwash
Thank you for contacting us regarding this complaint. We would be happy to arrange for an in person meeting with Mr. [redacted] to review the video of his vehicle and to give him an in person tour of the wash process. Please let us know if Mr. [redacted] would like us to contact him and set up...
this meeting. Additionally, I have attached images of Mr. [redacted]'s vehicle before the carwash.Kindly,Courtney C[redacted]Crew Carwash, Inc.
As promised during my conversation with Ms. [redacted] on Thursday August 11th, Manny P[redacted] called her on Friday August 12th at 9am. He left Ms. [redacted] a voice message and as of this morning had not received a call back. Ms. [redacted] left me a voice message on Saturday August 13th and again on Monday August 15th. After being ill all weekend, today was my first day back in the office. This morning when I heard her voice messages, I contacted Ms. [redacted] at 10 am and left her a voice message. I apologize for the phone tag. In today’s voice message to Ms. [redacted], I let her know that Manny had called her and was waiting to hear back. I also left her Manny’s cellular phone number.We are sorry for the trouble and hope to connect with Ms. [redacted] today.Regards,Courtney C[redacted]