Five Minute Car Wash

We take pride in customer satisfaction and we regret this customer was unhappy. The claim that we cracked the windshield while washing the automobile is impossible as there is absolutely nothing in our car wash that would crack a windshield. We have consulted with glass experts that state this crack...

is called “thermal stress”. This occurs when liquid of an opposing temperature enters into an already weakened area of the surface (glass, in this case) and causes it to expand or fluctuate.Our manager explained this to the customer and the fact that he counted 14-18 rock chips is correct. We refunded the car wash of $25.50 as a good faith gesture. We have posters that state we do not pre-inspect the automobiles, we also state our policy on the customer receipt.The customer had requested a meeting with the owner. The owner called her and left a message, but she did not respond.

Thank you for bringing this matter to our attention. We have changed our Web page for a easier understanding of our prices.

Review: I drove into the 5-Minute Car Wash at [redacted]. Modesto location on September 19, 2015 at 12:37:26 (per the receipt). After getting my tank filled up and paying for a VIP car wash, I retrieved my keys and got into my vehicle only to notice an approximate two foot crack in my front windshield. I asked to speak to management. I was given [redacted]. He explained that a rock chip had made the initial crack and from the water temperature in the wash, the crack has now appeared. I asked that a refund be issued and my windshield replaced. He refused, telling me that the owner would be back on Monday. I asked to speak to the owner. I asked that an incident report be filled out. He took my information and gave me the form without logging in any information about the details of the incident or the description of damage. I told him that I would not accept the form and he would have to be more thorough. He wrote down one sentence writing," crack appeared in windshield after wash due to previous road chip and change of temperature during car wash process." He then handed me the paper and walked away. I walked up to the front desk and explained to the front desk clerk ([redacted]) what had happened. Went ALL THROUGH the incident AGAIN, only to have a man turn around and tell her to refund the car wash. She did. I was told I was yelling and raising my voice. I was not, I was passionate about the break, however. After about 20 minutes or so [redacted] tells me that he counted 14-18 'rock chips.' "I said, if there were so many, why was I told this AFTER the wash and AFTER the crack?" [redacted]y speaks up and decides to tell me that he is in fact the co-owner of the establishment. All this time he lets me, Gene, and [redacted] have this huge discussion on how they are NOT replacing my windshield, when the co-owner is silently watching this whole display of inconvenience on a loyal customer. My husband calls and explains he will be down on Monday, September 28th to rectify the situation.Desired Settlement: I am respectfully requesting that a new front windshield be replaced on my vehicle at the businesses (5-Minute Car Wash) expense.

Business

Response:

We take pride in customer satisfaction and we regret this customer was unhappy. The claim that we cracked the windshield while washing the automobile is impossible as there is absolutely nothing in our car wash that would crack a windshield. We have consulted with glass experts that state this crack is called “thermal stress”. This occurs when liquid of an opposing temperature enters into an already weakened area of the surface (glass, in this case) and causes it to expand or fluctuate.Our manager explained this to the customer and the fact that he counted 14-18 rock chips is correct. We refunded the car wash of $25.50 as a good faith gesture. We have posters that state we do not pre-inspect the automobiles, we also state our policy on the customer receipt.The customer had requested a meeting with the owner. The owner called her and left a message, but she did not respond.

Manager rude and inconsiderate of employees safety, I observe employees driving cars with leg hanging out and draging foot along rail and rollers that move the cars out of the wash station. I brought it to his attention and his answer was we do it all the time and he has done it for 53 years, and gave me a dirty look and walked away. I have worked with moving equipment for 41 years and when we had someone get hurt it always something they have done for along time, this does not mean it was safe , it is just a mater time some one will get hurt or loose a foot, His response to me should have showed concern of his employees safety and said he will look at the issue. Not just blow me away and walk off.