Firehouse Xpress Car Wash

[redacted] Hi,I’m writing you to inquire about the amount that was settled upon and how and when I will receive thatThanks

[redacted] I apologize for not closing that loopAfter you accepted the offer of $I instructed our manager, John, to place the money in an envelope and keep it in our safe for you to pick upI don't know why I just assumed you would stop by, that was in error, regardless if you stop by the wash during business hours you may pick it upSorry for the lack of communicationDoug

We misstated that the hitch was damaged as it clearly was notWhat we should have stated was that the hitch, which is an after market product, caused the cloth wraps to bind up bringing the wraps in too close to the wiring and breaking the cap offIf the hitch would not have been on the truck at the time it went through the wash the wiring cap would not have been brokenThis how the manager determined the the breakage was the direct result of an after market product (the hitch) being on the vehicleWe wash thousands of vehicles every year that have similar wiring products on them and have never had a claim for damaging one.We do not remove truck hitches as that remains the customers responsibility We, as most businesses, operate differently than competitors and have different policies and practices We do not have the same practices as the wash he went back and questioned, nor do they have the same disclaimer sign we have Once the customer passes the sign stating "Customers are responsible for...." they acknowledge responsibility for those items A non-factory installed item was the cause of the damage to a factory installed part Even though we clearly believe Firehouse Xpress is not responsible for the damage we would offer to pay $towards the replacement of the part

Complaint: [redacted] I am rejecting this response because: To Clarify John's statement regarding my hitch being damaged, that was never the complaint or issuethe hitch came out of the wash unscathedAs John states, there is a sign displayed upon entering the carwash stating that non factory installed items are not covered by Firehouse XpressMy complaint is not regarding a non factory item installed, rather a factory installed trailer wire harness coverI spoke with John immediately after finding the part broken and missing, he immediately jumped on the defense and NEVER came out to inspect the broken part or the placement of the itemHe did find the cover in the carwash and returned it to me once I returned to the office to further discuss the incident with himAs you should be able to see from the pictures I have provided, The wiring cover is located a good distance from the hitch (9+ inches away from the edge) and to reiterate, the hitch was not damaged in the wash.As for his statement regarding another carwash and their request to have me remove my trailer hitch, he is correctI stated this information to him during the process of trying to handle this matterI also asked him, if they know that damaged can be caused from a hitch, why they don't ask customers to remove them during their personal prewash periodHe said that the only precautionary measures they take are to assume that the customer has read the vague disclaimer sign upon entering the washAfter the incident with Firehouse Xpress, I went back and asked the manager of [redacted] Car Wash in Loveland why they ask customers to remove hitchesTheir response was to utmost protect their machinery and secondly to eliminate possible damage to the customers vehiclePossibly the fact that this is a brand new car wash, they were more concerned about their machinery than Firehouse XpressNow that I am aware of the circumstances and reasons why I was asked to remove my hitch at [redacted] ***, I will now always remove it from my truck before entering a automatic carwashAs I want my new truck to stay new as long as possible! In my opinion, the ease of removing the hitch and the fact that a Firehouse employee pre washes/examines the vehicle before the actual wash begins, it would be both a common courtesy and a precautionary measure that could eliminate possible damage to both properties involved Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: the excuses theyre are using to deny the car wash caused the scratches is rediculus and I fully aware of how the carewash opperates after talking with my friend and business owner of [redacted] carwashes located in northwest [redacted] I made SURE to make the manager FULLY aware of all the scratchs in a horizontal dirrection on both sides of my truck in the full length of the truck as wellI clearly stated to the manager that I was not claiming the car wash caused the very few sratches the truck had previously had because, and ill say again, ive owned the truck for a few years! I know my Truck! Now I would not go to this length to get my truck fixed if I did not completely believe and know that the carwash was the cause of these thousands of scratches down both sides of my truckNo I did not mention the talegate bc maybe at the time I was completely discusted with the fact that both complete sides of my truck were completely scratches after useing that car wash THAT dayI didnt think to try and point out anything else at that time bc its obvious at what had happenedThe paint looked completely different than it did when I went in to use the car wash that day and my other roomates noticed it as wellWhat does it matter about my address?? Are they trying to detour the main objective here with cop-out tactics? Completely unprofessional considering the manager himself could see the entire truck was scratches down BOTH sides and maybe the entire truckLets all look at it! Ill show anyone bc im not trying to get away with anything that is not rightfully owed to meThe upward motion? When those brushes or whatever terminalogy they want to use, brush up agaisnt the vehicles wheels/fenders, they deflect slightly unward, not straight up, but as they round the corner of a vehicle they slightly change direction obviously by the looks of the SCRATCHES! THOUSANDS of scratches and I for sure, 100% noticed the same scratches on vehicles leaving there that day by the sun light reflecting off of them but if they want to leave their vehicles paint with those kinds of scratches than so be itBut ive been through many high quality car washs, looked my truck over, and NEVER have seen any scratches except for the exact dayYes I used that paticular car wash previously but I believe with all the mud, dirt, grim and salt from the roads in Colorado, the carwash was very ineffective that day obviously by the picture I sent with this emailIm not a liar, im a professional in my very own career and expect quality work from companys that I give my many to as they do me in my line of workI know its my word against theres but I have the pictures to prove it Regards, [redacted] ***

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Hi,I’m writing you to inquire about the amount that was settled upon and how and when I will receive thatThanks

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me
Regards,
*** ***

The owners were made aware of the damage the day it happenedAfter discussing with the manager it was
12.8px;">determined that the hitch and wiring were after factory add-ons which are clearly addressed on the Firehouse Xpress disclaimer signageWe do not spell out every single item that would be covered under this disclaimer statement and is broad based as there are many after market items that could be included.The following is the statement from the manager about this damage claim -
"His claim is all accurate but missing a few key statements. Our disclaimer sign states "Customers are responsible for .... Non Factory Installed Items" which is what I feel caused
the issue. He was aware of the hitch going into the wash. He stated to me "Other washes I go through have me take it off". Not sure why he didn't here but our sign does state
customer's are responsible for those items, not us".
Firehouse Xpress regrets that the customers hitch was damaged but due to the reasons stated above we do not believe we are responsible to pay for it especially since the customer admitted that he had prior knowledge that he needed to remove it to prevent damage before entering a carwash

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint: ***
I am rejecting this response because: To Clarify John's statement regarding my hitch being damaged, that was never the complaint or issuethe hitch came out of the wash unscathedAs John states, there is a sign displayed upon entering the carwash stating that non factory installed items are not covered by Firehouse XpressMy complaint is not regarding a non factory item installed, rather a factory installed trailer wire harness coverI spoke with John immediately after finding the part broken and missing, he immediately jumped on the defense and NEVER came out to inspect the broken part or the placement of the itemHe did find the cover in the carwash and returned it to me once I returned to the office to further discuss the incident with himAs you should be able to see from the pictures I have provided, The wiring cover is located a good distance from the hitch (9+ inches away from the edge) and to reiterate, the hitch was not damaged in the washAs for his statement regarding another carwash and their request to have me remove my trailer hitch, he is correctI stated this information to him during the process of trying to handle this matterI also asked him, if they know that damaged can be caused from a hitch, why they don't ask customers to remove them during their personal prewash periodHe said that the only precautionary measures they take are to assume that the customer has read the vague disclaimer sign upon entering the washAfter the incident with Firehouse Xpress, I went back and asked the manager of *** *** Car Wash in Loveland why they ask customers to remove hitchesTheir response was to utmost protect their machinery and secondly to eliminate possible damage to the customers vehiclePossibly the fact that this is a brand new car wash, they were more concerned about their machinery than Firehouse XpressNow that I am aware of the circumstances and reasons why I was asked to remove my hitch at *** ***, I will now always remove it from my truck before entering a automatic carwashAs I want my new truck to stay new as long as possible! In my opinion, the ease of removing the hitch and the fact that a Firehouse employee pre washes/examines the vehicle before the actual wash begins, it would be both a common courtesy and a precautionary measure that could eliminate possible damage to both properties involved.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:put quotation marks around everything if you wantStop trying to twist my words aroundI have no reason to lie here nor do I have the timeI want your carwash to fix my truckPeriodIll be in *** *** the week of May the ***Lets set up a meeting either the day before or day after May *** please.
Regards,
*** ***

March 20, 2015Revdex.comComplaint ID# ***The complainant arrived at Firehouse Xpress Car Wash in a *** colored *** pickup and entered the wash tunnel at 9:57:AMComplainant exited the wash tunnel at 9:59:AM
and proceeded to park in a vacuum stallAt 10:00:AM the complainant exited his vehicle and immediately proceeded to the rear passenger side of the vehicle where he arrived at 10:00:and spent a few moments looking at the rear fender and then taking a quick walk around the remainder of his vehicleAt 10:01:AM the complainant proceeded into the car wash office to talk to the Manager about scratches on his vehicle he claimed were caused by the car washThe Manager went to the vacuum stall with the complainant to look at the scratchesThe complainant states that the Manager confirmed seeing scratches in the paintIn no way should be misconstrued that the Manager was admitting that Firehouse Xpress scratched his vehicle, he was simply admitting he observed the scratchesAfter multiple attempts by the complainant to get the Manager to admit the scratches were caused by the wash that admission was never given by the Manager.After looking at the scratches the Manager determined that Firehouse Xpress did not cause the scratching observedThe Manager had several reasons for that determinationThe first being that the scratches noted on the rear fender had an upward motion to themThe material in the car wash that had contact with the vehicle in this area rotates in a horizontal direction and not an upward motion, this was also clearly observed on the video that was reviewed of the vehicle going through the washThe complainant states that the wash uses “a brush or bristle type object” to wash carsThis is not trueWe use both a soft foam type of material and soft clothWe also use lubricating foam which further helps to prevent scratchingThe day the complainant was in the car wash Firehouse Xpress washed over cars without a single additional scratch complaintIf the material, which is made of soft foam, had been scratching vehicles we would have received multiple complaints as we have many customers who routinely finish detailing their vehicles with their own towelsThese customers inspect their vehicles closelyThe complainant also stated to the Manager that he had used Firehouse Xpress previously on several occasionsWe have to assume that the vehicle was not scratched on any of those other visits to the wash otherwise he would have reported itThere has been no change to the material that touches the vehicle or to the lubricating foam that is used in the wash so there is no reason to believe that during this visit something changed and the vehicle was scratchedThe complainant states that “up until this point he had zero scratches in the paint”The Manager observed some additional scratches other than the “thousands of very fine scratches” stated by the complainantIn fact the Manager pointed out some scratching on the hood to the complainant which also would not have been caused by the soft cloth material that touches that areaThere was also no complaint of scratching of the tailgate which is contacted by the very same material that cleans the sides of the vehicleFirehouse Xpress takes all damage claims seriously and when it is determined that the damage is caused by the car wash we will always make it right with the customerFor the reasons stated above we do not believe Firehouse Xpress is responsible for the scratches on the complainant’s vehicle.
On another note a search was done on both the City of *** *** and *** County websites for the complainant’s address as filed on the Revdex.com form, the address or even the street name was not found on either siteThis is somewhat concerning

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Hi,I’m writing you to inquire about the amount that was settled upon and how and when I will receive that. Thanks

We misstated that the hitch was damaged as it clearly was not. What we should have stated was that the hitch, which is an after market product, caused the cloth wraps to bind up bringing the wraps in too close to the wiring and breaking the cap off. If the hitch would not have been on the truck at the time it went through the wash the wiring cap would not have been broken. This how the manager determined the the breakage was the direct result of an after market product (the hitch) being on the vehicle. We wash thousands of vehicles every year that have similar wiring products on them and have never had a claim for damaging one.We do not remove truck hitches as that remains the customers responsibility.  We, as most businesses, operate differently than competitors and have different policies and practices.  We do not have the same practices as the wash he went back and questioned, nor do they have the same disclaimer sign we have.  Once the customer passes the sign stating "Customers are responsible for...." they acknowledge responsibility for those items.  A non-factory installed item was the cause of the damage to a factory installed part.  Even though we clearly believe Firehouse Xpress is not responsible for the damage we would offer to pay $50 towards the replacement of the part.

The owners were made aware of the damage the day it happened. After discussing with the manager it was determined that the hitch and wiring were after factory add-ons which are clearly addressed on the Firehouse Xpress disclaimer signage. We do not spell out every single item...

that would be covered under this disclaimer statement and is broad based as there are many after market items that could be included.The following is the statement from the manager about this damage claim -"His claim is all accurate but missing a few key statements.  Our disclaimer sign states "Customers are responsible for ....  Non Factory Installed Items"  which is what I feel caused the issue.  He was aware of the hitch going into the wash.  He stated to me "Other washes I go through have me take it off".  Not sure why he didn't here but our sign does state customer's are responsible for those items, not us". Firehouse Xpress regrets that the customers hitch was damaged but due to the reasons stated above we do not believe we are responsible to pay for it especially since the customer admitted that he had prior knowledge that he needed to remove it to prevent damage before entering a carwash.

Complaint: [redacted]
I am rejecting this response because: To Clarify John's statement regarding my hitch being damaged, that was never the complaint or issue. the hitch came out of the wash unscathed. As John states, there is a sign displayed upon entering the carwash stating that non factory installed items are not covered by Firehouse Xpress. My complaint is not regarding a non factory item installed, rather a factory installed trailer wire harness cover. I spoke with John immediately after finding the part broken and missing, he immediately jumped on the defense and NEVER came out to inspect the broken part or the placement of the item. He did find the cover in the carwash and returned it to me once I returned to the office to further discuss the incident with him. As you should be able to see from the pictures I have provided, The wiring cover is located a good distance from the hitch (9+ inches away from the edge) and to reiterate, the hitch was not damaged in the wash.As for his statement regarding another carwash and their request to have me remove my trailer hitch, he is correct. I stated this information to him during the process of trying to handle this matter. I also asked him, if they know that damaged can be caused from a hitch, why they don't ask customers to remove them during their personal prewash period. He said that the only precautionary measures they take are to assume that the customer has read the vague disclaimer sign upon entering the wash. After the incident with Firehouse Xpress, I went back and asked the manager of [redacted] Car Wash in Loveland why they ask customers to remove hitches. Their response was to utmost protect their machinery and secondly to eliminate possible damage to the customers vehicle. Possibly the fact that this is a brand new car wash, they were more concerned about their machinery than Firehouse Xpress. Now that I am aware of the circumstances and reasons why I was asked to remove my hitch at [redacted], I will now always remove it from my truck before entering a automatic carwash. As I want my new truck to stay new as long as possible! In my opinion, the ease of removing the hitch and the fact that a  Firehouse employee pre washes/examines the vehicle before the actual wash begins, it would be both a common courtesy and a precautionary measure that could eliminate possible damage to both properties involved. 
Regards,
[redacted]

[redacted] I apologize for not closing that loop. After you accepted the offer of $50 I instructed our manager, John, to place the money in an envelope and keep it in our safe for you to pick up. I don't know why I just assumed you would stop by, that was in error, regardless if you stop by the wash during normal business hours you may pick it up. Sorry for the lack of communication.
Doug

An owner and the manager will meet the complainant at [redacted]. on May [redacted] at the Firehouse Xpress Car Wash site to look at the damage.

[redacted] I apologize for not closing that loop. After you accepted the offer of $50 I instructed our manager, John, to place the money in an envelope and keep it in our safe for you to pick up. I don't know why I just assumed you would stop by, that was in error, regardless if you stop by the wash during normal business hours you may pick it up. Sorry for the lack of communication.Doug

Complaint ID#[redacted]Firehouse Xpress Car Wash has never disputed the fact that the complainant had scratches on his vehicle. That was confirmed as stated in our first response to the complaint. We still however maintain that we did not cause the scratches for the reasons stated in the previous response. There are many types, makes and models of car wash equipment as well as chemicals and processes used in the car wash business which would make it difficult at best for a friend of the complainant who owns a car wash in [redacted] to advise whether or not Firehouse Express scratched this vehicle. It should be noted that in the complainant’s original written complaint he stated that “I know my truck very well and up to this point had zero scratches in the paint”. In the complainant’s follow up response he acknowledges that there were previous scratches in the paint.Review of the video shows multiple vehicles that exit the car wash immediately after the complainant and proceed to the vacuum stalls where they spend considerable time detailing the interior and exterior of their vehicles. We did not receive a single complaint about the car wash prior to or after the complainant used the wash and as stated in the previous response over 1300 cars were washed that day. It is not reasonable to believe that other vehicles were scratched during that time and the owners of those vehicles just did not care enough to report it. The process, equipment and chemicals used to wash all vehicles that day did not change. The complainant stated in his last response “Let’s all look at it”. The owners of Firehouse Express without acknowledging the car wash scratched the complainants vehicle are willing to look at the vehicle at a mutually agreed upon time and day. This may be set up by sending a request to [redacted].