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 9/16 an email was sent to Mr. [redacted] explaining why we did not feel the scratches to his truck were caused by the carwash. On 9/18 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 Sr. GM'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 Sr. GM, Mr. [redacted] declined to participate in this exercise. During this meeting with Mr. [redacted] another attempt was made by our Sr. GM 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.
Thank you for the opportunity to respond to this complaint. We understand that Mr. [redacted] does not accept our position and that he is upset with how his claim was handled. We have done our best to explain how we determined that the bumper had sustained damage prior to the wash and that this...
damage was the primary reason the part blew off during the drying process. We have had multiple conversations with Mr. [redacted], his daughter, and his son. Please see the attached pictures of Mr. [redacted]’s vehicle. I believe these pictures do the best job of explaining why we have denied liability for this claim. In the pictures you will see a fracture of the bumper plastic near the piece that blew off. This fracture is a clear sign that the bumper has been impacted with a substantial amount of force. I’ve also highlighted another area of bumper damage that was exposed when the piece was removed. As you will see in this picture, there are 3 fractures radiating out from one of the mounting bolts that holds the bumper in place. Again, these stress fractures would be the result of an impact to the bumper. Additionally, I’ve included a picture of the part that came off in the carwash. In this picture you will see that the rusted mounting tabs on this part have been glued on. On this part you will also see that it is inscribed with “Made in Taiwan”. Mr. [redacted]’s vehicle is a German made Mercedes Benz and I have confirmed with World Wide Motors Mercedes Benz that this part is a lesser quality aftermarket replacement part. We are sorry to be having this dispute with Mr. [redacted] but at this point we feel that arbitration may be necessary to resolve it. Best regards, Courtney C[redacted] Crew Carwash, Inc.
Thank you for the opportunity to respond to this complaint. Attached you will find a screen shot of the best view we get from our surveillance video of Ms. [redacted]'s vehicle prior to entering the carwash. When looking at the video from this camera angle we...
can tell this damage is present prior to the carwash due to the way the light breaks off the roof. Unfortunately its an outdated video system and the images are not very clear. For reference, I've also attached a picture of the damage reported by Ms. [redacted]. The roof has multiple dents and ripples. Our investigation at the time of the incident confirmed there was no malfunction of the equipment and in general there's nothing in the carwash that could cause this type of damage. While we sympathize with Ms. [redacted] and understand the disappointment of finding this damage to her vehicle. We simply can not accept liability for damages we didn't cause. If Ms. [redacted] would like to see the video in person we would be happy to set up a meeting for her to view it.Sincerely,Crew Carwash
Thank you for the opportunity to respond to Mr. [redacted]'s complaint. Following an in person meeting with Mr. [redacted]'s and a thorough review of his claim we believe this occurred due to the tailgate having pre-existing damage. While the damage may have been worsened by the carwash, it...
was not the direct cause and for this reason we can not accept liability. We understand that Mr. [redacted] does not agree with our position and feel that arbitration may be necessary to resolve this dispute. Sincerely,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 it. It 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 in. I presume a court of law is where this will have to be settled.
Regards,
[redacted]
The hood or Mr. [redacted]'s vehicle has numerous rock chips in the paint. This damage is not something that could be caused by an automatic carwash. Based on Mr. [redacted]'s explanation that this damage was not there when they purchased the vehicle, we explained that these rock chips may have...
been filled with colored wax that was then removed during the wash process. Looking at the large number of rock chips on the hood (picture attached), it is our opinion that these would have occurred over time and this is why we mentioned that these may have been covered when the vehicle was detailed for resale. On the day of Mr. [redacted]s visit we washed several hundred vehicles and Mr. [redacted] was the only to report damage. It takes a great deal of force to remove small chips of paint from a vehicles finish. For this damage to happen to a vehicle during a single incident, the finish would essentially be pelted by small objects flying at a very high speed and this would be sure to grab the attention of the vehicles driver. Mr. [redacted] left our property following his carwash and later called us after noticing the damage. We are sorry that Mr. [redacted] has found this damage to his vehicle, but we simply can not pay for damage that was not caused by our carwash. As a gesture of customer goodwill, we would be willing to offer Mr. [redacted] $20 towards the purchase of touch up paint from the dealership. Sincerely,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]
Below is our email thread with Ms. Campoine. 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 manager. Thank You, ________________________________________ Courtney C[redacted] Customer Support Director | Crew Carwash, Inc. Direct: 317.572.9288 | Main: 855.403.2739 10251 Hague Road | Indianapolis, IN 46256 Email: cc[redacted]@crewcarwash.com Clean. Fast. Friendly™ 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 message. From: [redacted] [mailto:s[redacted][email protected]] Sent: Friday, February 19, 2016 9:05 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 8:50 AM, Customer Service <[email protected]> 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 further. Best Regards, Courtney Crew Carwash 855-403-2739 <image001.png> <image002.png> -----Original Message----- From: [redacted] [mailto:s[redacted][email protected]] Sent: Thursday, February 18, 2016 4:17 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 wash. I want to let you know what a crock of [redacted] it was and the "findings" of the incident. First off with regards to your [redacted] poor customer service DO NOT IMPLY that the scratches we already on the vehicle. We 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 Carwash. This letter and findings are an absolute insult to me as the customer and a testament to the [redacted] poor customer service of your company. I do not need a lecture on your "high quality" equipment which let me remind you ultimately left my car with a scratch. It is sad that you cannot own up to the fact that it was indeed your Carwash that left the scratch. Regardless of "most cases" which do not apply to all cases as I would like to point out. Thank 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 well. All 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 to. I will push for other places such as Brads Carwash in greenwood and literally any other car wash but Crews. I will also be turning this incident over to the Revdex.com and make a formal complaint. Thank you for the slap in the face, bandaid, hope this covers it, free Carwash. I am sure it will be useful in the trash. Sincerely, [redacted] & [redacted] Roll Tide
After our Sr. GM, Adam, met with Mr. [redacted] and reviewed the damage in person we stand firm on our original position that this damage was not caused by our carwash. At this point we feel that arbitration may be the best course of action to resolve this dispute. Sincerely,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]
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 $100.00 dollars worth of Crew Car Wash Gift .Cards for $75.00 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 store. Costco Runs several other gift cards promotions with other retailers and I have purchased them. Never 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 advertised. I 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 mine. It 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 Costco. I 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]
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 scratch on my car is not white it is past the paint and is NOT that noticeable like in the picture you sent over. That picture looks like it is photo-shopped with a white line drawn down since the quality isn't clear. That scratch was not on my vehicle prior to going to Crew Car wash. Attached picture shows what the scratch looks like, up close, not a straight obvious white line especially from far away.
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. [redacted]’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. [redacted]’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[redacted], 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]
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.They only have the video for the last car wash my car went through according to the person I spoke with, he was and unable to make the video available to me there are numerous washes I went through because I was on a unlimited plan. There response is the same on all of the complaints I found on google and Yelp. Not liable they are liable I paid for a service and while providing service they damaged my vehicle and as a result I suffered a loss $295. The corrosion was caused by the wipers damaging my antenna and the base came loose allowing water down into the roof shorting out the Onstar. Any business that refuses to take responsibility for the damage they cause should be shut down.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 apologize for stating the wrong date as I did not have my paper with me and I looked at the calendar wrong. Also I am from a town almost an hour away so I am not real familiar with the area sorry I picked the wrong road. My visit was noblesville. The problem happened at the car wash I reported it to just prior to my reporting it. Inital report was at correct place on correct date.
Regards,
[redacted]
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. [redacted], 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 $200. 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.
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 $75 to help offset the cost of replacing the mirror.
Thank You,
Courtney [redacted]
Crew Carwash
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 30 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]
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 9/16 an email was sent to Mr. [redacted] explaining why we did not feel the scratches to his truck were caused by the carwash. On 9/18 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 Sr. GM'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 Sr. GM, Mr. [redacted] declined to participate in this exercise. During this meeting with Mr. [redacted] another attempt was made by our Sr. GM 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.
Thank you for the opportunity to respond to this complaint. We understand that Mr. [redacted] does not accept our position and that he is upset with how his claim was handled. We have done our best to explain how we determined that the bumper had sustained damage prior to the wash and that this...
damage was the primary reason the part blew off during the drying process. We have had multiple conversations with Mr. [redacted], his daughter, and his son. Please see the attached pictures of Mr. [redacted]’s vehicle. I believe these pictures do the best job of explaining why we have denied liability for this claim. In the pictures you will see a fracture of the bumper plastic near the piece that blew off. This fracture is a clear sign that the bumper has been impacted with a substantial amount of force. I’ve also highlighted another area of bumper damage that was exposed when the piece was removed. As you will see in this picture, there are 3 fractures radiating out from one of the mounting bolts that holds the bumper in place. Again, these stress fractures would be the result of an impact to the bumper. Additionally, I’ve included a picture of the part that came off in the carwash. In this picture you will see that the rusted mounting tabs on this part have been glued on. On this part you will also see that it is inscribed with “Made in Taiwan”. Mr. [redacted]’s vehicle is a German made Mercedes Benz and I have confirmed with World Wide Motors Mercedes Benz that this part is a lesser quality aftermarket replacement part. We are sorry to be having this dispute with Mr. [redacted] but at this point we feel that arbitration may be necessary to resolve it. Best regards, Courtney C[redacted] Crew Carwash, Inc.
Thank you for the opportunity to respond to this complaint. Attached you will find a screen shot of the best view we get from our surveillance video of Ms. [redacted]'s vehicle prior to entering the carwash. When looking at the video from this camera angle we...
can tell this damage is present prior to the carwash due to the way the light breaks off the roof. Unfortunately its an outdated video system and the images are not very clear. For reference, I've also attached a picture of the damage reported by Ms. [redacted]. The roof has multiple dents and ripples. Our investigation at the time of the incident confirmed there was no malfunction of the equipment and in general there's nothing in the carwash that could cause this type of damage. While we sympathize with Ms. [redacted] and understand the disappointment of finding this damage to her vehicle. We simply can not accept liability for damages we didn't cause. If Ms. [redacted] would like to see the video in person we would be happy to set up a meeting for her to view it.Sincerely,Crew Carwash
Thank you for the opportunity to respond to Mr. [redacted]'s complaint. Following an in person meeting with Mr. [redacted]'s and a thorough review of his claim we believe this occurred due to the tailgate having pre-existing damage. While the damage may have been worsened by the carwash, it...
was not the direct cause and for this reason we can not accept liability. We understand that Mr. [redacted] does not agree with our position and feel that arbitration may be necessary to resolve this dispute. Sincerely,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 it. It 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 in. I presume a court of law is where this will have to be settled.
Regards,
[redacted]
The hood or Mr. [redacted]'s vehicle has numerous rock chips in the paint. This damage is not something that could be caused by an automatic carwash. Based on Mr. [redacted]'s explanation that this damage was not there when they purchased the vehicle, we explained that these rock chips may have...
been filled with colored wax that was then removed during the wash process. Looking at the large number of rock chips on the hood (picture attached), it is our opinion that these would have occurred over time and this is why we mentioned that these may have been covered when the vehicle was detailed for resale. On the day of Mr. [redacted]s visit we washed several hundred vehicles and Mr. [redacted] was the only to report damage. It takes a great deal of force to remove small chips of paint from a vehicles finish. For this damage to happen to a vehicle during a single incident, the finish would essentially be pelted by small objects flying at a very high speed and this would be sure to grab the attention of the vehicles driver. Mr. [redacted] left our property following his carwash and later called us after noticing the damage. We are sorry that Mr. [redacted] has found this damage to his vehicle, but we simply can not pay for damage that was not caused by our carwash. As a gesture of customer goodwill, we would be willing to offer Mr. [redacted] $20 towards the purchase of touch up paint from the dealership. Sincerely,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]
Below is our email thread with Ms. Campoine. 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 manager. Thank You, ________________________________________ Courtney C[redacted] Customer Support Director | Crew Carwash, Inc. Direct: 317.572.9288 | Main: 855.403.2739 10251 Hague Road | Indianapolis, IN 46256 Email: cc[redacted]@crewcarwash.com Clean. Fast. Friendly™ 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 message. From: [redacted] [mailto:s[redacted][email protected]] Sent: Friday, February 19, 2016 9:05 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 8:50 AM, Customer Service <[email protected]> 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 further. Best Regards, Courtney Crew Carwash 855-403-2739 <image001.png> <image002.png> -----Original Message----- From: [redacted] [mailto:s[redacted][email protected]] Sent: Thursday, February 18, 2016 4:17 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 wash. I want to let you know what a crock of [redacted] it was and the "findings" of the incident. First off with regards to your [redacted] poor customer service DO NOT IMPLY that the scratches we already on the vehicle. We 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 Carwash. This letter and findings are an absolute insult to me as the customer and a testament to the [redacted] poor customer service of your company. I do not need a lecture on your "high quality" equipment which let me remind you ultimately left my car with a scratch. It is sad that you cannot own up to the fact that it was indeed your Carwash that left the scratch. Regardless of "most cases" which do not apply to all cases as I would like to point out. Thank 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 well. All 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 to. I will push for other places such as Brads Carwash in greenwood and literally any other car wash but Crews. I will also be turning this incident over to the Revdex.com and make a formal complaint. Thank you for the slap in the face, bandaid, hope this covers it, free Carwash. I am sure it will be useful in the trash. Sincerely, [redacted] & [redacted] Roll Tide
After our Sr. GM, Adam, met with Mr. [redacted] and reviewed the damage in person we stand firm on our original position that this damage was not caused by our carwash. At this point we feel that arbitration may be the best course of action to resolve this dispute. Sincerely,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]
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 $100.00 dollars worth of Crew Car Wash Gift .Cards for $75.00 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 store. Costco Runs several other gift cards promotions with other retailers and I have purchased them. Never 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 advertised. I 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 mine. It 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 Costco. I 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]
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 scratch on my car is not white it is past the paint and is NOT that noticeable like in the picture you sent over. That picture looks like it is photo-shopped with a white line drawn down since the quality isn't clear. That scratch was not on my vehicle prior to going to Crew Car wash. Attached picture shows what the scratch looks like, up close, not a straight obvious white line especially from far away.
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. [redacted]’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. [redacted]’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[redacted], 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]
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.They only have the video for the last car wash my car went through according to the person I spoke with, he was and unable to make the video available to me there are numerous washes I went through because I was on a unlimited plan. There response is the same on all of the complaints I found on google and Yelp. Not liable they are liable I paid for a service and while providing service they damaged my vehicle and as a result I suffered a loss $295. The corrosion was caused by the wipers damaging my antenna and the base came loose allowing water down into the roof shorting out the Onstar. Any business that refuses to take responsibility for the damage they cause should be shut down.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 apologize for stating the wrong date as I did not have my paper with me and I looked at the calendar wrong. Also I am from a town almost an hour away so I am not real familiar with the area sorry I picked the wrong road. My visit was noblesville. The problem happened at the car wash I reported it to just prior to my reporting it. Inital report was at correct place on correct date.
Regards,
[redacted]
I have contacted this customer and resolved this complaint. Best regards,Courtney C[redacted]Crew Carwash, Inc.
We are working with Mr. [redacted] to resolve this issue.Thanks,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. [redacted], 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 $200. 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.
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 $75 to help offset the cost of replacing the mirror.
Thank You,
Courtney [redacted]
Crew Carwash
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 30 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]