[redacted] [redacted] I am rejecting this response because: There was a minor scratch that the business has provide has been there since many many years ago and the glasses never been broken beforeWe had been taking the car to the car wash there almost every days and never had any problem as we mentioned it before until that day that the machine had done the damage to the mirror from the car wash machine and as soon as it happenedI had showed and made the complaint right the way to the manager on dutyThere are no reason that we're trying to have the business pay for the damage if it's not their fault since I also own the business down the streetI wouldn't hurt the neighbor businessThe estimate invoices from other repair shops and also from [redacted] dealer had been provided and sent it to [redacted] since 05/27/as you can see from the attached share fileOther repair shops and also dealer had taken a look already as we mentioned that the way that the car wash machine had made the impact on the mirror made the inside mirror damaged which it made it costed so much due to this model car [redacted] ) mirror is automatic folding mirror with heated defrostAll the photos I had provided everything are the same side of the mirror on the right sideNot sure what the business representative means by "different side of scuff mark".I'd like to request the business to provide proof that my mirror had cracked it before the service from their camera recorded since she had mentioned at the beginning comment when I filed the complaintIf the business still adamant about that, I can provide the record from my dash cam [redacted]
Complaint ID # [redacted] - [redacted] 's account is actually notated that she needs a refundAs her account is closed we no longer have her credit card information to refund her and she left no number or email addressUsing the email address on the complaint I have contacted the customer to issue her a refund of
This customer joined our monthly unlimited program on February 20, I have enclosed a copy of the agreement that was signed at the time on two different papers that states that he was agreeing to a monthly recurring chargeThe one copy is highlighted so as to catch the customer's attentionAt
no time have we ever had a plan that was for a whole yearWe do a monthly recurring plan only as statedwe also give the customer a copy of the brochure that shows all the terms and conditionsWe also have signs at the location that advertise thisThe customer has used the plan throughout the time he was enrolledIf you have any questions please feel free to contact she at ***.com or fax *** ***.Sincerely,Cheryl F*Attachments enclosed: Customer's signed agreement Receipts showing customer’s usage Copy of brochure
Good Afternoon,Our Unlimited Plan policy that was signed by *** *** states she must give us days notice prior to discontinuing her services in order for us to stop a payment*** ***'s first correspondence was on 04/08/We have a time stamped emailOur system keeps all detailed
record of all transactionsI responded to *** ***'s email requesting to discontinue on 04/( We are closed over the weekend and that was the first business day after receiving her email)I advised her the account was discontinued as per her request and that the payment had processed so she would have until 05/03/since the payment on 04/activated the service for days*** *** responded back demanding a refundI responded to her email again and let her know about our policy and the time needed to stop the paymentI then received a phone call from *** ***She was very irate and aggressiveShe claims we had a glitch in our system that she discontinued in MarchI advised her that we did not have glitchIf we had a glitch it would of effected our whole processing systemSince the proper notice was not given the payment processed on 04/04/We received her email days after the payment processed I repeated to her what my email statedThat she has access to car washes until 05/03/and that she will no longer be chargedThat the account did not qualify for a refundAt this point she became even more aggressiveShe did ask to speak with the supervisorAs I am the Manager that would be meI gave her my name and she did not accept that she had to speak with me and continued to be very aggressive and irateShe became so aggressive and was yelling do much that I had to end the callBefore I ended the call I did advise her of her right to dispute the charge with her bank if she felt the charge to be fraudulentI wanted her to be well informed of her rights as a customerI have gone through all our records and *** ***'s first contact with us about discontinuing was 04/08/We have no records for her in march at allThe only record her account shows is her use of the car wash services on 03/25/then her email on 04/08/17.This issue is closed on our end: Resolved No Refund, Account Closed, Services Active until 05/03/
Good Morning,The customer has after market tint paper on his windowsThe tint was applied at a garage or dealershipThe windows were not manufactured tint as I tried to explain to the customerMr Wash is not responsible for any after market itemsWe have signs up at all of our locations visible
to the customers before they go through the washTint Film can age and damage as time goes by.We are not responsible for the replacing of the tint as was explained to the customer
Unfortunately, I do not have documentation After I submitted the online request, I was shown a screen that thanked me, told me my account would be discontinued, and that my IP address had been recorded I did not think it necessary to take a screen shot since I assumed my account had been discontinued and there was nothing more for me to do I want to thank you for your help with this issue
Good Morning, The results of the initial investigation showed that the mirror had previous damage and when damage occurs where there has been previous damage we are not responsibleAttached are the images taken at our locationPlease note the back of the mirror shows clear damage (scrapes and
gauged surface)A bump/scrap like that could have internally cracked or weakened the mirrorThe cracks on the mirror are on the exact opposite side of the previous damageThe previous damage and the age of the vehicle both contribute to the weakening of the mirror surfaceWithout the weakening of the mirror surface that damage would not have occurred. That said we are willing to authorize half of the estimate $be paid to help with the repairsIf that is satisfactory then we can go ahead and proceed to process the claim on our endPlease advise how you would like to proceed. Thank you, Lisa
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:
Mr. Wash should not be free of any liability if an employee damages a part of a customer's vehicle, regardless of where the part came from. Their of many aftermarket parts on vehicles today that are stronger and more reliable than the original part that came from their factory. Having a policy that prevents Mr. Wash from being liable from damage to any part of the vehicle by an employee (factory or aftermarket) gives Mr. Wash's employees the right to be as abrasive in their cleaning methods as they choose. This is a poorly and unjust policy. Mr. Wash should do the right thing and own up to the damage they did, by paying for the repair to the driver's window tint and return the vehicle to the state it was in before it went through the car wash.Regards,
[redacted]
Good Morning,Our reply is the same as it was in May 18, 2017. The mirror shows signs of previous damage and we agreed as a courtesy to replace ONLY the mirror glass not the whole kit. The customer has not contacted us or sent us any invoices for the mirror glass. At this point it is on the customer to get the glass invoice to us by emailing [redacted] or faxing it t[redacted] Please have the customer include their incident report number when they send the invoice. Attached is the original image of the mirror casing that show previous damage and the damage to the glass which is exactly on the opposite side of the scuffs mark. This message originally read on 5/18/2017Good Morning,The customer is correct. I contacted the Revdex.com and the customer to let both know that the previous settlement was rescinded due to several issues. The first was after researching the cost of the mirror glass we found that the price is less than $100 where as the invoice was over $900. Then it was brought to our attention that the customer is the owner of the shop that issued the invoice. We agreed to pay half of the cost of the mirror glass as a courtesy. We are not responsible for previously damaged parts on a car. In the picture you can clearly see the mirror had previous damage on the body of the mirror. A bump or a hit can loosen the mirror glass, weaken the glass or internally crack the mirror. Our facility has surveillance cameras to view cars prior to entry, during the wash and then at the point of exit. The original findings were previous damage and we are not responsible. I still offered to pay half of the mirror glass not the whole mirror kit. Right now we are reviewing if we will rescind that as well since we extended a courtesy and received a questionable invoice. We require 2 estimates for the mirror glass only sent to 703-248-9274. I will then forward it to our investigation department for approval. Lisa
Good Morning,For Customer Id: [redacted]We show the account name as [redacted] ( We received an email from [redacted] in regards to this issue as well)The customer first notified us of wanting to discontinue her account on 11/12/17. The account was discontinued less than 24hrs later...
on 11/13/17.There is a detailed history in both the email and in the sales receipts report attached. The customer had services from 05/2016-07/25/16 where she used the services regularly and in July 2016 her account was closed due to her credit card declining.Since the account closed 07/25/2016 no payment was withdrawn. Mr Wash received no payments since the account was closed.The customer signed back up with the plan on 08/18/17. I have attached her agreement that shows the customer ID number as the one relevant in this case.There has not been a month of her subscription that the customer did not use. Her last carwash was was on 11/11/17. No Refund is due since the plan has been in full use. The customer's failure to cancel online is human error. Our site is up and running and per our IT department the site has not been down. We cannot control human error. To address the customer's claim that customer service did not get back to her I have included her email that shows she contacted us on Sunday 11/12/17 at 1:51pm. Our offices are closed. She was responded to less than 24hrs later on Monday morning at 10:03am. Email is our preferred method of communication and since our office is closed on weekends it is more than likely the voicemail box was full. The voicemail message does not say to leave a message it says to please email us. As the customer did and was responded to. Currently I do not see any issues with the customer's account nor to the customer service the customer received. The only issue I see is the name on the account. It appears that more than one person has use of this account since there is two names. If someone else in the household signed up and the other is unaware that could lead to confusion. The customer is welcomed to email us at [email protected] if she has any more questions. As of right now her account was scheduled for discontinue as per her request less than 24hrs ago. Lisa G[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because: when the form was handed it was done so while the attendant was rushing me and there a line outside the door. He told me to hurry up. At no point did I ever receive that paper after I filled it out and at no point did I read anything on there because of the person rushing me and telling me it is a limited time offer $50/year!!!
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
We use non-aerosol, non-alcohol and non-abrasive window cleaner. Any good quality tint would not be in any danger of any type of fading, peeling or any damage. Factory tint is applied at the factory not at the dealership. If the tint was applied at the dealership and peeled or became damaged due to a completely safe window cleaner then the dealership needs to be made aware so they can apply quality tint. We are not responsible for any non-factory after market items that includes tint.
[redacted]
[redacted]
I am rejecting this response because:
There was a minor scratch that the business has provide has been there since many many years ago and the glasses never been broken before. We had been taking the car to the car wash there almost every days and never had any problem as we mentioned it before until that day that the machine had done the damage to the mirror from the car wash machine and as soon as it happened. I had showed and made the complaint right the way to the manager on duty. There are no reason that we're trying to have the business pay for the damage if it's not their fault since I also own the business down the street. I wouldn't hurt the neighbor business. The estimate invoices from other repair shops and also from [redacted] dealer had been provided and sent it to [redacted] since 05/27/17 as you can see from the attached share file. Other repair shops and also dealer had taken a look already as we mentioned that the way that the car wash machine had made the impact on the mirror made the inside mirror damaged which it made it costed so much due to this model car [redacted]) mirror is automatic folding mirror with heated defrost. All the photos I had provided everything are the same side of the mirror on the right side. Not sure what the business representative means by "different side of scuff mark".I'd like to request the business to provide proof that my mirror had cracked it before the service from their camera recorded since she had mentioned at the beginning comment when I filed the complaint. If the business still adamant about that, I can provide the record from my dash cam.
[redacted]
[redacted]
Complaint ID #[redacted] - [redacted]'s account is actually notated that she needs a refund. As her account is closed we no longer have her credit card information to refund her and she left no number or email address. Using the email address on the complaint I have contacted the customer to issue her...
[redacted] [redacted] I am rejecting this response because: There was a minor scratch that the business has provide has been there since many many years ago and the glasses never been broken beforeWe had been taking the car to the car wash there almost every days and never had any problem as we mentioned it before until that day that the machine had done the damage to the mirror from the car wash machine and as soon as it happenedI had showed and made the complaint right the way to the manager on dutyThere are no reason that we're trying to have the business pay for the damage if it's not their fault since I also own the business down the streetI wouldn't hurt the neighbor businessThe estimate invoices from other repair shops and also from [redacted] dealer had been provided and sent it to [redacted] since 05/27/as you can see from the attached share fileOther repair shops and also dealer had taken a look already as we mentioned that the way that the car wash machine had made the impact on the mirror made the inside mirror damaged which it made it costed so much due to this model car [redacted] ) mirror is automatic folding mirror with heated defrostAll the photos I had provided everything are the same side of the mirror on the right sideNot sure what the business representative means by "different side of scuff mark".I'd like to request the business to provide proof that my mirror had cracked it before the service from their camera recorded since she had mentioned at the beginning comment when I filed the complaintIf the business still adamant about that, I can provide the record from my dash cam [redacted]
Complaint ID # [redacted] - [redacted] 's account is actually notated that she needs a refundAs her account is closed we no longer have her credit card information to refund her and she left no number or email addressUsing the email address on the complaint I have contacted the customer to issue her a refund of
This customer joined our monthly unlimited program on February 20, I have enclosed a copy of the agreement that was signed at the time on two different papers that states that he was agreeing to a monthly recurring chargeThe one copy is highlighted so as to catch the customer's attentionAt
*Attachments enclosed: Customer's signed agreement Receipts showing customer’s usage Copy of brochure
no time have we ever had a plan that was for a whole yearWe do a monthly recurring plan only as statedwe also give the customer a copy of the brochure that shows all the terms and conditionsWe also have signs at the location that advertise thisThe customer has used the plan throughout the time he was enrolledIf you have any questions please feel free to contact she at ***.com or fax *** ***.Sincerely,Cheryl F
Good Afternoon,Our Unlimited Plan policy that was signed by *** *** states she must give us days notice prior to discontinuing her services in order for us to stop a payment*** ***'s first correspondence was on 04/08/We have a time stamped emailOur system keeps all detailed
record of all transactionsI responded to *** ***'s email requesting to discontinue on 04/( We are closed over the weekend and that was the first business day after receiving her email)I advised her the account was discontinued as per her request and that the payment had processed so she would have until 05/03/since the payment on 04/activated the service for days*** *** responded back demanding a refundI responded to her email again and let her know about our policy and the time needed to stop the paymentI then received a phone call from *** ***She was very irate and aggressiveShe claims we had a glitch in our system that she discontinued in MarchI advised her that we did not have glitchIf we had a glitch it would of effected our whole processing systemSince the proper notice was not given the payment processed on 04/04/We received her email days after the payment processed I repeated to her what my email statedThat she has access to car washes until 05/03/and that she will no longer be chargedThat the account did not qualify for a refundAt this point she became even more aggressiveShe did ask to speak with the supervisorAs I am the Manager that would be meI gave her my name and she did not accept that she had to speak with me and continued to be very aggressive and irateShe became so aggressive and was yelling do much that I had to end the callBefore I ended the call I did advise her of her right to dispute the charge with her bank if she felt the charge to be fraudulentI wanted her to be well informed of her rights as a customerI have gone through all our records and *** ***'s first contact with us about discontinuing was 04/08/We have no records for her in march at allThe only record her account shows is her use of the car wash services on 03/25/then her email on 04/08/17.This issue is closed on our end: Resolved No Refund, Account Closed, Services Active until 05/03/
Good Morning,The customer has after market tint paper on his windowsThe tint was applied at a garage or dealershipThe windows were not manufactured tint as I tried to explain to the customerMr Wash is not responsible for any after market itemsWe have signs up at all of our locations visible
to the customers before they go through the washTint Film can age and damage as time goes by.We are not responsible for the replacing of the tint as was explained to the customer
Unfortunately, I do not have documentation After I submitted the online request, I was shown a screen that thanked me, told me my account would be discontinued, and that my IP address had been recorded I did not think it necessary to take a screen shot since I assumed my account had been discontinued and there was nothing more for me to do I want to thank you for your help with this issue
Good Morning, The results of the initial investigation showed that the mirror had previous damage and when damage occurs where there has been previous damage we are not responsibleAttached are the images taken at our locationPlease note the back of the mirror shows clear damage (scrapes and
gauged surface)A bump/scrap like that could have internally cracked or weakened the mirrorThe cracks on the mirror are on the exact opposite side of the previous damageThe previous damage and the age of the vehicle both contribute to the weakening of the mirror surfaceWithout the weakening of the mirror surface that damage would not have occurred. That said we are willing to authorize half of the estimate $be paid to help with the repairsIf that is satisfactory then we can go ahead and proceed to process the claim on our endPlease advise how you would like to proceed. Thank you, Lisa
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:
Mr. Wash should not be free of any liability if an employee damages a part of a customer's vehicle, regardless of where the part came from. Their of many aftermarket parts on vehicles today that are stronger and more reliable than the original part that came from their factory. Having a policy that prevents Mr. Wash from being liable from damage to any part of the vehicle by an employee (factory or aftermarket) gives Mr. Wash's employees the right to be as abrasive in their cleaning methods as they choose. This is a poorly and unjust policy. Mr. Wash should do the right thing and own up to the damage they did, by paying for the repair to the driver's window tint and return the vehicle to the state it was in before it went through the car wash.Regards,
[redacted]
Good Morning,Our reply is the same as it was in May 18, 2017. The mirror shows signs of previous damage and we agreed as a courtesy to replace ONLY the mirror glass not the whole kit. The customer has not contacted us or sent us any invoices for the mirror glass. At this point it is on the customer to get the glass invoice to us by emailing [redacted] or faxing it t[redacted] Please have the customer include their incident report number when they send the invoice. Attached is the original image of the mirror casing that show previous damage and the damage to the glass which is exactly on the opposite side of the scuffs mark. This message originally read on 5/18/2017Good Morning,The customer is correct. I contacted the Revdex.com and the customer to let both know that the previous settlement was rescinded due to several issues. The first was after researching the cost of the mirror glass we found that the price is less than $100 where as the invoice was over $900. Then it was brought to our attention that the customer is the owner of the shop that issued the invoice. We agreed to pay half of the cost of the mirror glass as a courtesy. We are not responsible for previously damaged parts on a car. In the picture you can clearly see the mirror had previous damage on the body of the mirror. A bump or a hit can loosen the mirror glass, weaken the glass or internally crack the mirror. Our facility has surveillance cameras to view cars prior to entry, during the wash and then at the point of exit. The original findings were previous damage and we are not responsible. I still offered to pay half of the mirror glass not the whole mirror kit. Right now we are reviewing if we will rescind that as well since we extended a courtesy and received a questionable invoice. We require 2 estimates for the mirror glass only sent to 703-248-9274. I will then forward it to our investigation department for approval. Lisa
Good Morning,For Customer Id: [redacted]We show the account name as [redacted] ( We received an email from [redacted] in regards to this issue as well)The customer first notified us of wanting to discontinue her account on 11/12/17. The account was discontinued less than 24hrs later...
on 11/13/17.There is a detailed history in both the email and in the sales receipts report attached. The customer had services from 05/2016-07/25/16 where she used the services regularly and in July 2016 her account was closed due to her credit card declining.Since the account closed 07/25/2016 no payment was withdrawn. Mr Wash received no payments since the account was closed.The customer signed back up with the plan on 08/18/17. I have attached her agreement that shows the customer ID number as the one relevant in this case.There has not been a month of her subscription that the customer did not use. Her last carwash was was on 11/11/17. No Refund is due since the plan has been in full use. The customer's failure to cancel online is human error. Our site is up and running and per our IT department the site has not been down. We cannot control human error. To address the customer's claim that customer service did not get back to her I have included her email that shows she contacted us on Sunday 11/12/17 at 1:51pm. Our offices are closed. She was responded to less than 24hrs later on Monday morning at 10:03am. Email is our preferred method of communication and since our office is closed on weekends it is more than likely the voicemail box was full. The voicemail message does not say to leave a message it says to please email us. As the customer did and was responded to. Currently I do not see any issues with the customer's account nor to the customer service the customer received. The only issue I see is the name on the account. It appears that more than one person has use of this account since there is two names. If someone else in the household signed up and the other is unaware that could lead to confusion. The customer is welcomed to email us at [email protected] if she has any more questions. As of right now her account was scheduled for discontinue as per her request less than 24hrs ago. Lisa G[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because: when the form was handed it was done so while the attendant was rushing me and there a line outside the door. He told me to hurry up. At no point did I ever receive that paper after I filled it out and at no point did I read anything on there because of the person rushing me and telling me it is a limited time offer $50/year!!!
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
We use non-aerosol, non-alcohol and non-abrasive window cleaner. Any good quality tint would not be in any danger of any type of fading, peeling or any damage. Factory tint is applied at the factory not at the dealership. If the tint was applied at the dealership and peeled or became damaged due to a completely safe window cleaner then the dealership needs to be made aware so they can apply quality tint. We are not responsible for any non-factory after market items that includes tint.
[redacted]
[redacted]
I am rejecting this response because:
There was a minor scratch that the business has provide has been there since many many years ago and the glasses never been broken before. We had been taking the car to the car wash there almost every days and never had any problem as we mentioned it before until that day that the machine had done the damage to the mirror from the car wash machine and as soon as it happened. I had showed and made the complaint right the way to the manager on duty. There are no reason that we're trying to have the business pay for the damage if it's not their fault since I also own the business down the street. I wouldn't hurt the neighbor business. The estimate invoices from other repair shops and also from [redacted] dealer had been provided and sent it to [redacted] since 05/27/17 as you can see from the attached share file. Other repair shops and also dealer had taken a look already as we mentioned that the way that the car wash machine had made the impact on the mirror made the inside mirror damaged which it made it costed so much due to this model car [redacted]) mirror is automatic folding mirror with heated defrost. All the photos I had provided everything are the same side of the mirror on the right side. Not sure what the business representative means by "different side of scuff mark".I'd like to request the business to provide proof that my mirror had cracked it before the service from their camera recorded since she had mentioned at the beginning comment when I filed the complaint. If the business still adamant about that, I can provide the record from my dash cam.
[redacted]
[redacted]
Complaint ID #[redacted] - [redacted]'s account is actually notated that she needs a refund. As her account is closed we no longer have her credit card information to refund her and she left no number or email address. Using the email address on the complaint I have contacted the customer to issue her...
a refund of 84.99.