Embassy Car Wash

April 17, Dear *** ***:Thank you for giving us the opportunity to respond to ***'s claim regarding the circumstances surrounding her visit on March 5, would like to explain to you, just as we explained to **and *** why the compression damage she has on
her hood could not have happened by our equipment as she claimsHere are the details surrounding her visit:*** visited our *** location on March 5, During her wash cycle there was NO equipment malfunction, though the track was stopped during this time to avoid a potential problem due to another customer who forgot to release his emergency brakeAfter ***'s car was finished, she got in her car and left the premisesLater that day *** returned to the car wash with her husband claiming we had caused a compression dent in her hood when we stopped the trackA great deal of time was spent with them discussing our brushless system, the machinery, how it works and how there is no equipment in our tunnel that is capable of touching the top of the vehicle with the type of pressure that would be capable of causing this type of damageThey spent some time watching other cars going through the wash so they could see firsthand how the equipment worksIn addition, I offered them the opportunity to go into the tunnel to see the equipment up close, but they chose not to do soDuring our conversation, I mentioned, strictly as a courtesy, that they could check out the pricing with *** *** as I thought they would probably only charge them about $We did receive an email after the fact asking for our insurance information and the opportunity to discuss the matterOur customer service department referred that email to us, but as I have just described above, that discussion had already occurred in great length.In closing, I would like to emphasize that customer satisfaction has always remained a top priority at Embassy AutowashThough **and *** may truly believe this damage was caused at our facility, I know from a lifetime of experience and knowledge in the car wash business, that this type of damage would not and could not occur from the equipment we have installed.If you need any additional information please feel free to contact me.Sincerely,

June 17, 2014Dear [redacted]:Thank you for giving us the opportunity to respond to the claim submitted by [redacted] regarding the missing floor mat. It has come to my attention that [redacted] brought her brothers car in for a wash on April 12, 2014. Later that day she returned...

(between 200-3:00 PM) stating the mat was missing. The manager was on his lunch break and not on the premises at the time. There was no evidence of a misplaced mat and the customer was given his name and told to touch base with the manager later that day. It was my understanding that the customer or owner of the vehicle had followed up with the manager regarding the missing mat and that the situation was resolved. We never received any communication to the contrary.It was not until 1 received your notice in the beginning of June that I became aware of the fact that the mat had not been found and that the issue was unresolved. Upon receiving your notice my manager immediately called [redacted]. She informed him that they sold the vehicle shortly after that visit. The manager apologized and offered to compensate her for her inconvenience. I personally followed up with a phone call and left her a voice mail. Today, our customer relations manager called again to apologize and confirm her address so that we could send her car wash gift certificates for her use. She explained to [redacted] that we were sorry for the lack of communication, however we did not have any contact information for her before this letter. We also wanted her to know that the mat was not on the premises and if it had been misplaced in another vehicle, no one ever came back to return it.As always, customer satisfaction remains a top priority at Embassy Autowash. When our customer relations manager spoke with [redacted] was very pleasant and seemed satisfied with the offer of the gift certificates, which were processed today, June 17, 2014.If you need any additional information please feel free to contact me.Sincerely,

Review: On Saturday, April at around 12:30pm I brought my brother's [redacted] convertible in for a washThe car wash place did a mediocre job and I left the establishment and proceeded to my gymWhen I was leaving the gym an hour or so later, I noticed that the rubber mat from the drivers side was missing (passenger side was still there) so I went back to the car wash to see if they forgot to replace it after vacuuming the car
Upon arriving back at the car wash, I spoke with a man who I'm assuming was the owner and he asked around and found no signs of the rubber mat, and then he said I should speak to his manager who was out to lunchIf he's the owner of the establishment, why can't he call the manager on his cell phone? Why should the customer have to do any of the work when his establishment is clearly in the wrong by stealing / misplacing a customer's property?Desired Settlement: These are [redacted] mat's that retail in the $range for one mat and at this point, dealing with the owner/manager is not worth my timeI will buy my brother a new mat myself
What's unacceptable is the horrible customer service I received from Embassy Car WashThey are running a shady operation where items get "misplaced" regularly AND they do a mediocre job at best
Business
Response:
June 17, 2014Dear [redacted]:Thank you for giving us the opportunity to respond to the claim submitted by [redacted] regarding the missing floor matIt has come to my attention that [redacted] brought her brothers car in for a wash on April 12, Later that day she returned (between 200-3:PM) stating the mat was missingThe manager was on his lunch break and not on the premises at the timeThere was no evidence of a misplaced mat and the customer was given his name and told to touch base with the manager later that dayIt was my understanding that the customer or owner of the vehicle had followed up with the manager regarding the missing mat and that the situation was resolvedWe never received any communication to the contrary.It was not until received your notice in the beginning of June that I became aware of the fact that the mat had not been found and that the issue was unresolvedUpon receiving your notice my manager immediately called [redacted]She informed him that they sold the vehicle shortly after that visitThe manager apologized and offered to compensate her for her inconvenienceI personally followed up with a phone call and left her a voice mailToday, our customer relations manager called again to apologize and confirm her address so that we could send her car wash gift certificates for her useShe explained to [redacted] that we were sorry for the lack of communication, however we did not have any contact information for her before this letterWe also wanted her to know that the mat was not on the premises and if it had been misplaced in another vehicle, no one ever came back to return it.As always, customer satisfaction remains a top priority at Embassy AutowashWhen our customer relations manager spoke with [redacted], [redacted] was very pleasant and seemed satisfied with the offer of the gift certificates, which were processed today, June 17, 2014.If you need any additional information please feel free to contact me.Sincerely,

Review: On March we brought our [redacted] into the car wash that we had frequented many times over the yearsWe gave the car as to the attendants and went inside to payWhen inside we saw that the equipment malfunctioned and our car was backed out of the car wash and the equipment turned off and resetI went out to see what was wrong and they said nothing but they turned on my flashers and moved the car through the car washI got in and drove homeWhen I came out minutes later I noticed a large dent in the hood of the carWe drove back to the car wash to talk with the managerHe was not there when the event occurred but was there minutes laterHe was very rudeInsisted that his machinery couldn't possibly have caused that damage, that he had mostly "girls" drying the cars and they couldn't have done that and that really it was only a $repair and we should go to [redacted]We took it to the [redacted] in [redacted] and they estimated the damage to be $I wrote up my complaint on the car wash web site and was ignoredWe are furious at the damage and the dismissive and rude treatment we received from a place we had regularly frequented.Desired Settlement: Apology, and repair of the damage
Business
Response:
April 17, 2014Dear [redacted]:Thank you for giving us the opportunity to respond to [redacted][redacted]'s claim regarding the circumstances surrounding her visit on March 5, would like to explain to you, just as we explained to **and [redacted][redacted] why the compression damage she has on her hood could not have happened by our equipment as she claimsHere are the details surrounding her visit:[redacted][redacted] visited our [redacted] location on March 5, During her wash cycle there was NO equipment malfunction, though the track was stopped during this time to avoid a potential problem due to another customer who forgot to release his emergency brakeAfter [redacted][redacted]'s car was finished, she got in her car and left the premisesLater that day [redacted][redacted] returned to the car wash with her husband claiming we had caused a compression dent in her hood when we stopped the trackA great deal of time was spent with them discussing our brushless system, the machinery, how it works and how there is no equipment in our tunnel that is capable of touching the top of the vehicle with the type of pressure that would be capable of causing this type of damageThey spent some time watching other cars going through the wash so they could see firsthand how the equipment worksIn addition, I offered them the opportunity to go into the tunnel to see the equipment up close, but they chose not to do soDuring our conversation, I mentioned, strictly as a courtesy, that they could check out the pricing with [redacted] as I thought they would probably only charge them about $We did receive an email after the fact asking for our insurance information and the opportunity to discuss the matterOur customer service department referred that email to us, but as I have just described above, that discussion had already occurred in great length.In closing, I would like to emphasize that customer satisfaction has always remained a top priority at Embassy AutowashThough **and [redacted][redacted] may truly believe this damage was caused at our facility, I know from a lifetime of experience and knowledge in the car wash business, that this type of damage would not and could not occur from the equipment we have installed.If you need any additional information please feel free to contact me.Sincerely,