Greater Atlanta Shuttle

From our Regional Operations Leader: I met the customer at the Georgia Stlocation on 10/12/at 11:30amThe customer stated that the wash had scratched up his F-and he pointed out the damageHe stated that his hood, driver/passenger side door was scratchedI walked his
vehicle with him and I explained to the customer what type of material our brushes were made ofI also explained that the damage to his hood (paint chipped) looked like a rock chipThe passenger side door had a white substance on it and I explained that was more than likely a paint transfer from another vehicle (door dinger)I also explained that the scratches on his driver side door and hood were inconsistent (look like someone keyed the vehicle on the hood/door)The pattern of the scratches were in a S shape and figure eight pattern, however I did send the customer to get a second estimate at *** *** ***.I also informed the customer that I would have *** *** *** email me the estimateI received the estimate from the body shop Friday afternoon and I also received a call from them as wellI talked to the customer again yesterday around 5pm, after I received a call from our service centerHe stated that no one has contacted him about his incident; however I had just met with the customer the day before? After reviewing all estimates, inspecting the vehicle in person and talking to *** (store leader), I decided that we were not going to pay for something that we did not causeThe customer wanted us to pay $for something that did not occur at our wash.*** from *** *** *** also stated that the damage he was pointing out didn’t look like it just happenedHe also stated that the wash could not have done this to the customer vehicle

We would love to resolve this quickly for you, but it needs to be handled by those involvedI have copied ***l on this message

Upon hearing of this customer's concern through a yelp review that was left on our business, we reached out to this customer and asked her to come in to the store so we could assess the damage that she alleged was caused by the wash and to fill out a claim form. She came in two days later
after dark. Our *** *** *** was on duty at the time and filled out a claim form for her and attempted to assess the damage. Due to the time of day, he was unable to see the scratches that she claimed were present. She informed him at the time that they could "only really be seen in the daylight." *** asked her if she would come back in the daylight so we could properly assess the vehicle. She refused, stating that she already had to take off work to come in that evening. *** tried to explain to her that we cannot approve a claim that we cannot see or properly assess, to which she replied that she was going to claim it on her insurance and we would be "hearing from her insurance company." I spoke with *** that later that evening and he told me that she was unwilling to come back in for us to look at the vehicle. I assumed at that point that we would have to resolve the issue with her insurance company after the fact
We were ultimately contacted by her insurance company the week of 3/7/16. I spoke at length with the representative handling her claim that day and explained to her our entire claims process. I ensured her that our equipment is all soft cloth and neoprene that is specifically designed to not scratch vehicles, so when we receive one scratch claim from one vehicle on a day that we washed cars, it is something that we definitely need to assess properly. We need to make sure that the damage is something that could have possibly happened in the wash, and determine how this single car was scratched and not any of the vehicles before it or after it. By coming in at night when the scratches weren't visible, she denied us the opportunity to do this. She even states in her complaint that the scratches can be seen "in bright daylight, or in their garage with the lights on". By coming in at night, there was no opportunity to see them. I explained to her insurance representative that we care about our customers and definitely try to make things right when we feel that we are at fault. I cannot, however, write checks for damage that I cannot see and assessespecially when the alleged damage was not even recognized by the customer until two days later. Any number of things could have happened by then. There is simply a process that we have to go through, and we were not given the opportunity to do so. And now, since the vehicle has already been to a repair facility, there is no way to determine what could have happened. The representative agreed, thanked me for taking the time to explain the process and what had happened, and stated that her determination is that the customer would be liable for her deductible

*** wil the the point of contact and has all the informationPlease respond directly to himThank you!

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me
I spoke with *** several days ago and he agreed to reimburse me for all related costsI initially faxed all receipts (medication, DrVisits and daycare)to Revdex.com, however, if I need to resend, please let me know which ones are required.Kindly,***

I am rejecting this response because: it is not accurate I would love a check with a tracking number I would prefer the information sent through the Revdex.com it’s amazing, I have been leaving emails and messages with no response until now

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
Me and wife will be available to meet with the business concerned to discuss this Saturday, 3/31/18, please contact us at [redacted] or [redacted]. Thank you for immediate follow up and hopefully our issues will be resolved soon.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
I appreciated the call earlier today, the lady was really nice, I’m 100% satisfied with that.

From: [redacted] Sent: Friday, October 27, 2017 10:46 AM To: C[redacted] Subject: Re: Quick Quack Car Wash Closing Case Confirmation   Thank you so much!   100% satisfied with the resolution   [redacted]   On Fri, Oct 27, 2017 at 10:44 AM Cam Tran <[redacted]> wrote: Hello [redacted],   Thank you so much for your patience, understanding, and being a loyal customer.  It was very nice talking to you earlier. I’m glad that we can come to a compromise regarding your desired request.   To recap our settlement, you will receive the following: 5 passes of the 30 days protect voucher This is the tracking number for the mail: [redacted] One year of the protect wash for only $19.99. You will contact us when you come back from China in March of 2018 to start the membership.     I hope you have an awesome trip to China and come back to visit us soon ??.   If you have any further questions, or need any additional assistance, please let us know.   We appreciate your business.     Thank You,   ~[redacted] ------------------------------------------------------ Fast. Clean. Loved… Everywhere! [redacted] Customer Service Assistant Leader

I received the phone call from customer service, the lady was nice to me, however she did not mention the free 1 year car wash request on the claim originally. Please confirm. Thank you!

We have left several messages on voicemail with no response.

Yes it has been resolved the customer wants to activate it after the first of the year since price went up and he wants to wait for a Grand Opening Special so I send him a few wash basic 2 for his inconvenience he was very happy, thank youFast. Clean. Loved... Everywhere![redacted]Quick Quack Car Wash

After meeting with the customer and reviewing video footage, we both came to an agreement that the damage was not caused by the wash. The customer and I agreed to a free month worth of protect washes for the inconvenience.

We would be happy to speak with your insurance representative again.  Feel free to forward them the contact information below.  Our position regarding the claimed damage to your vehicle has been clearly stated.
[redacted]

Customer called on 01/29/2018 to cancel and we have not bill him since then. I’ve also attached his usage of our services, even though he claimed he didn’t sign up. Thank you, [redacted]

this complaint was prior to me and [redacted] from corp office having a meeting. I have accepted mark's resolution, not mr. [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

We have agreed to pay for scratch removal even though the scratches were inconsistent with damage that could be caused by the wash. We apologize for the poor communication on this matter.

I apologize that this has gone too long unresolved. Can you please provide us with a total dollar amount and attach the receipts that correspond and I will immediately submit a check request.Thank you,[redacted]

Consumer states:  I do feel like this is resolved, the money was deposited into my bank account. and find that this resolution is satisfactory to me.