Full Service Car Wash Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
Michael [redacted]

Most of what was said by the Full Service Car Wash was untrue.  The police officer4, who was at the car wash said that he had the same seat covers on his personal vehicle and the ONLY WAY to get them off is tremove the seat at the dealership or cut them off.Originally, the Car Wash Respondent told me that the car wash NEVER REMOVES SEAT COVERS.  Now he's saying that I damaged the covers.  Incredible.

The following is the Email conversation I had with Ms. [redacted]'s boyfriend. As stated in my last Email to him, we cannot act on unproven allegations alone, especially when our own survalliance system and employees have provided us with information that says the damage was not caused by any of our...

employee's actions. Mr. [redacted]:As I stated, neither you, nor I can prove that we damaged this vehicle.Our surveillance footage shows we did not damage the vehicle, and our line attendants have told my manager, your girlfriend, and I that the damage was there when she arrived. I am sorry I cannot help you any further. You are obviously free to take any additional actions you wish.Sincerely,[redacted]
[redacted]
[redacted] 
[redacted] [redacted]On Apr 6, 2015, at 9:16 AM, [redacted] <[redacted]> wrote:The standard in a civil action is not proof beyond a doubt.  Since you are failing to follow through with appropriately remedying the damage caused, I will take that as a denial of claim and take appropriate action by end of the week.  I will also ask for attorney fees and punitive damages as well.  I would prefer to resolve this without having to do this.  Please notify me of you would rather fix the damage caused by your employee.  I will wait for a response until Friday.  If, however, you have not changed your position, I will just file a action in Washington county to resolve the matter.[redacted]
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[redacted]On Apr 6, 2015, at 9:11 AM, Contact Us <[redacted]> wrote:Mr. [redacted]:Thanks for contacting me regarding the issue. [redacted] did make me aware of this damage claim a few weeks ago, however I was under the impression that it was handled. The Damage Claim sheet you have a copy of, is for internal uses in our company. The fields 'Due Date,' 'Comments,' and 'Related Issues' are things we fill out only as necessary regarding different claim situations. I apologize this wasn't explained to you. Upon reviewing the surveillance footage, which you are welcome to view with me, we did not see any signs of abuse from our employees who handled your girlfriend's vehicle. When taking to the employees who handled the vehicle, they have told us the damaged outlet was like that from the beginning. As a business, we can not act on allegations alone. Aside from the surveillance footage and interviewing my employees after the incident, if you are able to prove without doubt that we damaged your vehicle, FSCW will be more then willing to repair the damage and/or compensate you accordingly. I apologize that [redacted] was not more prompt with handling this situation with you. I will discuss with him the importance of making sure situations such as these are handled in a more timely manner in the future. Thank you again for contacting me. Please let me know if there is anything else I can do to help you. Sincerely,[redacted]
[redacted]
[redacted] 
[redacted] [redacted]On Apr 6, 2015, at 8:22 AM, [redacted] <[redacted]> wrote:To Whom It May Concern:My girlfriend had her car washed at the West Bend location on 3/14/2015.  When she drove in she had her phone charger plugged in the center console and was charging her phone.  When she walked out to her vehicle the African American attendant told her "I did not touch it".  She then got into her vehicle and found that her charger had been unplugged and placed on her passenger seat.  She plugged it in and it depressed into the console and did not work any longer.  She immediately reported this to manager [redacted] who looked at it.  After some time examining it, he told her it was not their fault and offered to super glue it.  Based on the delay in time caused by this, she was late for work that day.I followed up with Mr. [redacted] on the phone the following week.  He indicated that I would have to bring the car back in so the Vice President could examine the vehicle and I could then file a damage complaint.  I then followed up again the next week to schedule a time to bring the vehicle back and Mr. [redacted] indicated he could take a damage claim over the phone and fax me a copy.  Having not received a fax from Mr. [redacted], I did drive in person there this weekend.  I spoke to Mr. [redacted] and he told me he failed to send the fax or submit the claim taken over the phone because their systems had been acting up and/or been recently upgraded.Of note, when speaking to Mr. [redacted] on the phone he told me that "we could not prove anything."  Furthermore, when speaking to him in person, I requested to see the video that he claimed to have reviewed and he indicated he still had it, but then did not offer to allow me to review it as requested.In looking at the damage claim, no due date, related issues and comments were entered.  This is a very straightforward issue.  I do not want this to become more than it is.  Specifically, she drove in and it worked.  She drove out and it did not.  It is likely that when leaning over the inside of car the attendant pushed it down accidentally breaking it in the process.Please notify me how you would like to proceed with repairing the damage.  I can be contacted on my cell at ###-###-####or email at[redacted].  If I do not hear back in a timely manner, I will proceed as required to resolve this matter.Thank you.[redacted]###-###-#### (cell)

August 8th, 2016   To Whom It May Concern:   My staff and I have reviewed the Revdex.com complaint regarding this customer’s visit to our [redacted] facility on July 25th, 2016. During our internal investigation of the day’s surveillance system, employee interviews, register reports, text...

message program receipts, and customer history records, we have discovered several inconsistencies with the customer’s allegations.   The first of these inconstancies (and arguably the least relevant) is their statement that reads they’ve, “going to Full Service Car Wash since 2006 (both [redacted] and [redacted] locations)” Our car wash tunnel controller tracks every license plate number of every vehicle that is ever washed at any FSCW location. Our detailed records indicate that this customer’s first visit at our [redacted] facility was well into 2007. Their first visit at our [redacted] facility was not until 2008. Despite the fact that we feel this initial statement in the complaint, which is proven false, is irrelevant to their visit on July 25th, it demonstrates that their credibility should be questioned throughout the rest of their allegations.   After conducting surveillance audits and employee interviews of the salesman, cashier, and manager, it is our opinion that this customer was trying to abuse our text message discount program for several reasons. The first reason is that the salesmen that this customer initially spoke with remembers the encounter with them clearly. He stated that the customer simply asked if the text message (which expired the day before) was valid. He stated that he didn’t know for sure, but that this customer should ask our cashier inside, showing them the message on their phone, as this is where all discounts are applied anyway. When the customer asked the cashier to apply the discount, she followed protocol and denied the discount as it clearly wasn’t valid. By trying to “play both sides” of our sales and reception team, this customer thought that they would be getting a clearly expired discount. It is in our opinion that because this customer was upset that they didn’t get their expired discount, that they filed a Revdex.com complaint.   The text message discount this customer received on Friday, July 22nd at 7:43AM read as follows: [redacted] Cool off your car! $5.00 off The Works Wash or $2.00 off any car wash all weekend. We’ll get all the bugs off and the dirt out of your car. C U soon!”   All of our text message discounts clearly state an expiration date that our company strictly abides by. This particular message said, “though the weekend” meaning Sunday. We make no exceptions for extending any promotions regardless of weather, mechanical failure, or any other situations including stated expiration dates. Because of this, FSCW denied this customer the expired discount, and will continue to deny their refund as well as denounce their allegations.   Please feel free to contact me further if you wish to discuss this more.   Sincerely,   Tyler [redacted] [redacted]

Review: My 2011 Camry went in to the Full service Car Wash facility for an Interior Detail & Hand Wax service. While being serviced the car wash employee(s) CUT MY SEAT COVERS off my car and put them in the trunk. When I told [redacted], he told me to leave the car and he would have the seat covers put back on the my vehicle. When I got home I realized then that the seat cover straps were cut and the seat covers would not stay in place.

I returned to the Full Service Car Wash and spoke with the Vice President [redacted], who told me that they didn't remove the seat covers and that if I didn't leave he would call the police.

I called the police and had an officer create an incident report. I then sent certified letters to the owner [redacted] asking for reimbursement for the replacement seat covers, but I have received no response to date.Desired Settlement: Reimbursement for the cost of the replacement seat covers. $308.25

Business

Response:

To whom it may concern:Mr. [redacted]’s Toyota Camera was detailed by our staff at our Hales Corners

facility on October 13th, 2015. We performed a complete interior

detail, which includes cleaning all carpets, upholstery, paneling, windows, and

anything else on the interior of the vehicle that can or needs to be cleaned. This

service usually takes several hours for a detail technician to complete, and

Mr. [redacted] left his vehicle with us to be serviced. Part of what Mr. [redacted] paid for in this service is to have his seats shampooed.

These seats had aftermarket seat covers on them, so the detail technician

removed them properly and without damage. He cleaned them, and located them in

the trunk of Mr. [redacted]’s vehicle along with any other personal items that had

to be removed from the vehicle to allow cleaning. The detail technician then shampooed

the seats and upholstery of the vehicle. This standard procedure for any

professional automotive detailing shop to for several reasons:1. Mr. [redacted] paid to have his seats shampooed, and

we were completing the service.2. The seats would not properly dry if we put the seat

covers back on at the time of service, causing mildew like smell in the

vehicle. 3. We could not properly clean the seat covers or

seats without removing the seat covers. After Mr. [redacted] picked up the vehicle, he was made aware of why his seat covers

were removed and why they were not reinstalled. After Mr. [redacted] paid for and left with his completed vehicle, he claimed

that our detail technician cut the seat covers off of the seats in his vehicle,

and demanded that we pay for new ones. Our manager [redacted], looked into the

situation by viewing the surveillance footage of the service being performed as

well as interviewing the detail technician who performed the service. It was in

his professional opinion that in no way did Full Service Car Wash cut or damage

Mr. [redacted]’s seat covers. Not satisfied with [redacted]’s conclusion, Mr. [redacted] eventually returned to

our business when I was there. When he returned, our receptionist, Carolina,

radioed the manager on duty that day, Chad, that there was a very upset

customer in the lobby and he needed to address the situation. Chad, who was not

fully aware of the situation, asked for my assistance with helping the

customer, to which I agreed. In our lobby I found Mr. [redacted] very emotionally distressed, yelling and longwindedly

talking about how we damaged his vehicle, not letting our receptionist or

manager Chad explain to him the situation. Because there were many other

customers present, I invited Mr. [redacted] outside in the parking lot to talk about

the circumstances further, and look at his vehicle with him. I began to tell

him about what [redacted] had communicated to me when he started getting belligerent.

He told me several times in a row to “Shut up, Shut up, Shut up!” at which

point I explained that if he was not going to talk to me like a professional, I

would no longer help him. He again yelled at me, “what don’t you get about the

words shut up?!” At this point I politely explained to him that I would no

longer help him, he was aware of our company’s decision, and that he was on

private property and needs to leave. Mr. [redacted] refused to leave, grew more upset and belligerent, at which

point I explained that if he didn’t leave, I would call the police to make him

to leave. Mr. [redacted] then said that he would call the police himself, and went

back to his vehicle. The police showed up several minutes later, took a

statement from Mr. [redacted] and myself, and Mr. [redacted] left. Following this incident, several letters showed up to our businesses as

well as our President’s personal residence explaining that Mr. [redacted] wanted his

seat covers paid for.Based on the video surveillance, employee interviews, and the manager’s firsthand

account of viewing Mr. [redacted]’s vehicle, Full Service Car Wash has decided to stay

with our original decision. We have considered this damage claim to have been

settled at the time we told Mr. [redacted] our professional opinion and asked him to

leave. It is our belief that Mr. [redacted] may have tried to reinstall the seat

covers himself, and damaged them in doing so. Full Service Car Wash has been a family owned and operated business for

30 years. We have 4 locations, over 90 employees and have been voted Milwaukee’s

best car wash by Milwaukee Magazine. We also have an excellent reputation that

we strive to uphold with our customers. We could not obtain this if we mistreated

our patrons and deny responsibility for damage that we caused. If there was any

doubt in my mind that our business damaged Mr. [redacted]’s seat covers, we would

take full responsibility and have them replaced along with refunding him for

his service. Please feel free to contact me further if you have any questions about

this situation.Sincerely,[redacted] Vice PresidentFull Service Car Washes, Inc. 262-CAR-WASH

Consumer

Response:

Most of what was said by the Full Service Car Wash was untrue. The police officer4, who was at the car wash said that he had the same seat covers on his personal vehicle and the ONLY WAY to get them off is tremove the seat at the dealership or cut them off.Originally, the Car Wash Respondent told me that the car wash NEVER REMOVES SEAT COVERS. Now he's saying that I damaged the covers. Incredible.

Review: I took my care there for a car wash and they broke my center console phone charger when cleaning. When asked about it, they indicated that I could not prove it beyond any doubt so they will not do anything. It appears as if one of the cleaning attendants leaned on it when cleaning in a hurried manner.Desired Settlement: Repair the damage done to my vehicle.

Business

Response:

The following is the Email conversation I had with Ms. [redacted]'s boyfriend. As stated in my last Email to him, we cannot act on unproven allegations alone, especially when our own survalliance system and employees have provided us with information that says the damage was not caused by any of our employee's actions.

Review: On 8-13 we had our car detailed. We went to picked it up and went to pay with our CC. They could not process our card and explained the their service was down. She made several calls and tries to process and explained they do not accept checks but would make an exception. After review of our CC statement discovered our card was billed and that our check was also cashed. We called and we were told that that was not their problem. We are calling our CC company to dispute the charge.

Business

Response:

I am unaware of this issue but will absolutely investigate. If we indeed charged the card and took the check we will refund the card.

I have seen in the past where our system times out on a CC process but the card is still charged without our knowledge however very rarely.

Review: I dropped off my car around 12pm with no electrical issues, windows and blinkers functioning without any issues. When I picked up my car my blinkers are not working, my windows are not working and there was a puddle of water in my center console. I spoke to two managers who only proceeded to state how great of a business they are, how long they have been in business, that although rare it happens that water can get into the electrical system, etc but would not take any responsibility nor would offer a refund for their service that damaged my vehicle. When I asked for a refund for the service the OWNER of the company who refused to speak to me on the phone or in person stated if they refund my fee they will NOT assume responsibility for any damage they caused... That is a joke and this business is a bunch of SCAM ARTISTS! I clearly told the manager I do not feel safe nor should it be legal to drive my vehicle under these conditions and he said to use my hands to signal! Then I asked if they could follow me home in a company car to make sure I got there ok, and his reply was I have other things to do I don't have time for that... Are you kidding me???? So now you damaged my car, took $100 from me and now you don't have time to fix the problem?

I am taking my car into the dealership on Monday and should there be any issues due to your negligent acts of poorly conducted business practices I will be pursuing legal action against your mickey mouse operations!Desired Settlement: 1. Refund for the service that damaged my car

2. Any damages found due to this to be covered by the business who caused the damage which is Hales Corners Full Service Car Wash

Business

Response:

The problems this customer states regarding their vehicle are true. Although very rare, moisture can cause electrical problems after detailing. In most all cases, letting the vehicle dry overnight will resolve the problems. This customer has a VW and they are VERY prone to electrical problems regardless of moisture. This customer was told that we would in fact repair any damage to the vehicle we caused but that they should wait one day to let the vehicle dry to be sure that there was in fact permanent damage. The customer WAS offered a ride home. The customer stated they did not need their vehicle because they were going out of town and we offered to keep the vehicle with us until they returned if they felt uncomfortable driving. We do not normally refund the service amount as the work we were hired to do was completed. Damage, if any is a separate matter and we told the customer we would absolutely pay for any permanent damage we caused.

We have not heard back from the customer as to the condition of the vehicle and wether or not the electrical problems are still present.