Hose It Carwash

I would like to preface my response with points: 1) We are a family owned business that has been in operation for over yearsWith that comes the years of knowledge and experience in this industry2) Over these past years (since we opened) we never have had a Revdex.com complaint against us,
ever3) We believe in being fair and honest in all our dealings4) We tried to help this individual prior to her writing this complaint and offered exactly what she asked for, but she refusedMy heart dropped when I got the call from the Revdex.com representative and explained why she was callingThis has never happened to us, and I didn’t know what to doI am grateful for the Revdex.com and their reporting processI asked the representative what I needed to do because this had never happened beforeThe representative told me to respond to the post and tell the truth on what happenedIt seems so hard to write down the feelings I haveThis is our family business, something that we have built together as a familyIt is what supports us, and to try and communicate all those feelings in a response is tough, especially when you try to do the right thing, as I will explain later It is also hard to communicate the understanding of how our car wash works, just like anyone working in any particular industry or field, after years or so, you understand typically what is plausible, and what is not in that field or industryThe same holds true with running car washesSo I guess this is our response. Our response: This individual (***) did in fact call us on the day in questionOn her original voice mail (which I saved and still have) she mentions that she went through our wash and it cracked her mirror and her car was still dirty (Her car being dirty was the first red flag, I’ll explain in a second)I would like to point out that in her first voicemail she left, she mentions nothing about any other problems, like scratches, which is important and I’ll explain later. I told her that was highly unlikely the brush cracked the mirror due to the fact that we have been in business for years and we have washed a lot of cars before her and that hasn’t happened, unless there was a pre-existing condition e.galready broken mirror, or if they hit something with the mirror before coming to the wash, etcAs far as the dirty car, on that particular wash in question, it uses soft foam brushes to clean the vehicle, so the dust spots that she says were on her car wouldn’t likely happen because the soft foam brushes physically touch the car and would wipe away dust spots, therefore removing any dust spots on a vehicleThis mean that either she didn’t wash the car, didn’t complete the wash (left the wash early), or her car was in the wrong position during the wash As a business owner I know it is important to listen to customers and work with them if at all possible, so I agreed to meet with *** the following morning at 9:am (on a side note, after she called that evening I immediately sent my attendant over to the wash, I also went down later to the car wash in question and watched many cars go through, without any incident or problems of any kind, all cars were coming out clean and shiny, and no broken anything)Then later that evening she then started sending me lots of pictures, though text, of her car saying it now was scratched (she didn’t mention the scratches in her original voicemail, which I still have)That was my second red flag, she began to add more “things that went wrong” to her listI called her and said we still should meet the following morning so that I could show her how the wash worksThen later that evening during a text or a phone conversation, I can’t remember which, she said that there is yellow paint scratch on her side mirror that came from my wash(That was another red flagShe added another thing to her list of “things that were wrong”.) I told her I don’t have any yellow objects that could transfer yellow paint to her mirror housing, she said we did have yellow things (I don’t have anything in my wash that is yellow, except the foam on the bushes, which I will talk about later and they do not transfer yellow paint), but one more time I said we can look at everything the following morningAt this point she has called several times and texted a lot, even after I said we would meet in the morning I get there that morning and watched more cars go through the wash without any problemAll cars were coming clean, without dirt spots, and no problems with broken mirrors or braking anythingJust for everyone’s information we saw several cars that were the same shape and size as her car (chevy cruze), but not the same model, but nonetheless everything was working fine. With me that morning was my dad who also has been part of this business for over years, and one of my attendants who works at that site, both witnessed the discussionsShe pulls up and starts showing me the mirror that was cracked, which I can see and is the picture she uploaded in her complaintHowever, then she takes me to the other mirror (Drivers side) and shows me the yellow streak on that mirrorShe says the yellow streak on the black plastic was from my washFirst of all, it takes incredible amount of energy to transfer paint from one object to anotherI tried to show her that the yellow foam brush in the wash does not leave any color behind, (otherwise any white car that went though the wash would be yellow and blue, the color of my foam brushes)Also I went into the wash while the brushes were on and spinning and I myself touched the brushes while they were spinning (while she was watching) to show her that 1) there is not that much pressure on those foam brushes, and 2) that it does not leave color on my hand, to show that the yellow foam brushes do not transfer color In fact while we were talking, there was a white car that went through the wash, and the car came out white and no signs of yellow or blue from the foam brushes and no damageAnother note about the yellow streak on the driver’s side mirror, was that it was completely different color shade of yellow from the foam brushesIn fact it looked like the yellow paint that are bollards or highway yellow line paintAlso, it was only on the driver’s side mirror, not on anywhere else on the carIf it was something from our wash it would have been down the entire side of the vehicle since that is how the machine movesBut once again the only yellow we have in our was hare on the soft foam brushes I have been doing this years and I truly believe in being honest and fair in all my dealings, however that goes both ways, and I do not like being taken advantage ofNext she goes on to the “scratches” on her carBy this point it has been roughly or so hours since she has calledI just want to point out to those reading that since she called we have watched many cars go through without any problem or incident and no mirrors being harmed or scratches being left on the car, no dust spots or anything of that natureWhat she tells me is that she knows every scratch on her car, and some were not there before. However since I have been doing this for over years I immediately saw holes in her accusationsThe scratches she pointed out were running at angles that would be impossible for the foam brushes to travel(As the car wash moves from front to back, the foam spins on hubs, and as it spins it does so on a horizontal axis), her scratches were at degree angles, or perpendicular (degree angles) to the way the brushes spinI tried to explain this to her, but she didn’t believe meAfter going over this over and over, trying to explain it different ways, finally her son said , “we get it the brushes couldn’t have done these scratches.” I would also like to point out that if there was something in the brushes that could cause scratches, those scratches would appear as a continuous line/scratch/pattern down her car because the machine moves from front to back while the brushes spinThere would be a pattern, not scratches in random places, and at angles that the brushes do not move in, or cannot reachI tried to show her how the brushes work, but she didn't want to listen to my explanation. So once I resolved that idea of scratches, she then goes back to her original reason for calling, and asks what I was going to do about the mirrorI told her that we have watched many cars go through before her and after her “incident” and there haven’t been any issuesI said we could watch more cars go through, but she declined, nor did she believe meSo I told her I would look into it further, (At that time I DID NOT SAY “I would take care of it”)I told her I was going to call the manufacturer and see if there was any other reported incidents on this model of car involving the mirrorsI did say, “I would look in to it and see what we can do to resolve this issue.” At that point in time, I did however give her $back for the original wash she got the night before, and she left That day I did some more research, talked to a few people that are in the car wash business and concluded that our wash really couldn’t do what she saidEspecially since it hadn’t done it to anyone else’s car before her, or after herEven to this day it has not ripped off or cracked anyone else’s mirror, nor has it scratched anyone’s car HOWEVER, since she was a customer, I felt it was my responsibility to try and helpI went online and discovered a BRAND NEW MIRROR was $dollarsI thought to myself, I can help her out and get a new mirrorMy rational was that if I got her a $mirror, and in this way I would be providing great customer service, and in turn she would come back or she would tell others that we were a great washAnd eventually long term I would make my money backSo, I called her the next day and told her that there was really no way that our carwash would have done that, unless there were some preexisting conditions, and that I talked to other people that run car washes about her incident, and the other people agreed I told her I did some research and I found a brand new mirror and I could get it for her, and that I would pay because I really wanted to establish good customer serviceThis is when it got a little strangeShe then asked who was going to install itI told her I have a professional person who works at a car dealership that would install itShe then called and left a message (which I still have) being rude and mean about how I am trying to rip her off and I am only doing myself a favorAt this point the whole situation turned sourShe then went back to wanting the scratches taken care of (something I thought all agreed the day before that our wash could have done for the many reasons we talked about)At this point I did cease communication because I was trying to only help and it was obvious she thought I was “ripping her off”. I have no idea what set her off I did not feel comfortable talking to her anymore, and I haven’ sinceBut it did not end thereOn June 6th I got a call from her insurance agent telling me that her client, *** had an “incident” happen at our wash and it damaged her car mirrorThe agent told me she was trying to make a claim and needed more informationI told the agent everything in this response I am writing, including that we met and I tried to show here how the car wash was working fine and went through how there was additional paint transfer on the driver’s side mirror which would indicate it hitting something, which would create a pre-existing conditionI also told her agent how I tried to resolve this issue with ***, but she declined, and that I no longer felt comfortable talking to herJust to be frank I was not “hostile” with her insurance agentI have never been hostile to her agent or ***Her insurance agent kept telling me that it could have happened, and wanted me to say that it could have happened at our wash, but I kept telling her that we have watched the wash over this past week with no incidents before or after her client went throughI also offered to her insurance agent to come down and meet at the wash and I would explain and show her how our car wash and system worked, but she declinedHer insurance never contacted me again because I figure they understood what happened and never went through with the claimNow she wants me to give her my insurance informationI don’t feel comfortable doing that, especially from our prior conversationsNow she is writing this complaint about our wash. It kind of frustrates me because I have tried to do all that I can to resolve this, but she refused, and now she gets to write this complaint, something that could affect us, and this is something that has never happened before to usAfter talking to the Revdex.com representative I find out that it will be on our Revdex.com record for years, it doesn’t seem fair since 1) that we already tried to resolve it, 2) that there were inconsistencies in what she showed us on the car and her story of how and what happenedI have no idea why she went this direction, but at this point, I am a man of my word and I will follow through on it, and I still would be willing to pay her the $for the mirror as long as she agrees in writing to be done with this matter and withdraw this complaintI can send the money certified mail to her address, as I do not want any further contact with her, nor do I feel comfortable around her, or talking to herAs a family business we work hard and truly try to run and honest business where we put our customers firstWe really try to take care of our customersI hope I was able to explain and communicate our thoughts and feelings in this matter

I would like to preface my response with points: 1) We are a family owned business that has been in operation for over yearsWith that comes the years of knowledge and experience in this industry2) Over these past years (since we opened) we never have had a Revdex.com complaint against us,
ever3) We believe in being fair and honest in all our dealings4) We tried to help this individual prior to her writing this complaint and offered exactly what she asked for, but she refused My heart dropped when I got the call from the Revdex.com representative and explained why she was callingThis has never happened to us, and I didn’t know what to doI am grateful for the Revdex.com and their reporting processI asked the representative what I needed to do because this had never happened beforeThe representative told me to respond to the post and tell the truth on what happenedIt seems so hard to write down the feelings I haveThis is our family business, something that we have built together as a familyIt is what supports us, and to try and communicate all those feelings in a response is tough, especially when you try to do the right thing, as I will explain later It is also hard to communicate the understanding of how our car wash works, just like anyone working in any particular industry or field, after years or so, you understand typically what is plausible, and what is not in that field or industryThe same holds true with running car washesSo I guess this is our response. Our response: This individual (***) did in fact call us on the day in questionOn her original voice mail (which I saved and still have) she mentions that she went through our wash and it cracked her mirror and her car was still dirty (Her car being dirty was the first red flag, I’ll explain in a second)I would like to point out that in her first voicemail she left, she mentions nothing about any other problems, like scratches, which is important and I’ll explain later. I told her that was highly unlikely the brush cracked the mirror due to the fact that we have been in business for years and we have washed a lot of cars before her and that hasn’t happened, unless there was a pre-existing condition e.galready broken mirror, or if they hit something with the mirror before coming to the wash, etcAs far as the dirty car, on that particular wash in question, it uses soft foam brushes to clean the vehicle, so the dust spots that she says were on her car wouldn’t likely happen because the soft foam brushes physically touch the car and would wipe away dust spots, therefore removing any dust spots on a vehicleThis mean that either she didn’t wash the car, didn’t complete the wash (left the wash early), or her car was in the wrong position during the wash As a business owner I know it is important to listen to customers and work with them if at all possible, so I agreed to meet with *** the following morning at 9:am (on a side note, after she called that evening I immediately sent my attendant over to the wash, I also went down later to the car wash in question and watched many cars go through, without any incident or problems of any kind, all cars were coming out clean and shiny, and no broken anything)Then later that evening she then started sending me lots of pictures, though text, of her car saying it now was scratched (she didn’t mention the scratches in her original voicemail, which I still have)That was my second red flag, she began to add more “things that went wrong” to her listI called her and said we still should meet the following morning so that I could show her how the wash worksThen later that evening during a text or a phone conversation, I can’t remember which, she said that there is yellow paint scratch on her side mirror that came from my wash(That was another red flagShe added another thing to her list of “things that were wrong”.) I told her I don’t have any yellow objects that could transfer yellow paint to her mirror housing, she said we did have yellow things (I don’t have anything in my wash that is yellow, except the foam on the bushes, which I will talk about later and they do not transfer yellow paint), but one more time I said we can look at everything the following morningAt this point she has called several times and texted a lot, even after I said we would meet in the morning I get there that morning and watched more cars go through the wash without any problemAll cars were coming clean, without dirt spots, and no problems with broken mirrors or braking anythingJust for everyone’s information we saw several cars that were the same shape and size as her car (chevy cruze), but not the same model, but nonetheless everything was working fine. With me that morning was my dad who also has been part of this business for over years, and one of my attendants who works at that site, both witnessed the discussionsShe pulls up and starts showing me the mirror that was cracked, which I can see and is the picture she uploaded in her complaintHowever, then she takes me to the other mirror (Drivers side) and shows me the yellow streak on that mirrorShe says the yellow streak on the black plastic was from my washFirst of all, it takes incredible amount of energy to transfer paint from one object to anotherI tried to show her that the yellow foam brush in the wash does not leave any color behind, (otherwise any white car that went though the wash would be yellow and blue, the color of my foam brushes)Also I went into the wash while the brushes were on and spinning and I myself touched the brushes while they were spinning (while she was watching) to show her that 1) there is not that much pressure on those foam brushes, and 2) that it does not leave color on my hand, to show that the yellow foam brushes do not transfer color In fact while we were talking, there was a white car that went through the wash, and the car came out white and no signs of yellow or blue from the foam brushes and no damageAnother note about the yellow streak on the driver’s side mirror, was that it was completely different color shade of yellow from the foam brushesIn fact it looked like the yellow paint that are bollards or highway yellow line paintAlso, it was only on the driver’s side mirror, not on anywhere else on the carIf it was something from our wash it would have been down the entire side of the vehicle since that is how the machine movesBut once again the only yellow we have in our was hare on the soft foam brushes I have been doing this years and I truly believe in being honest and fair in all my dealings, however that goes both ways, and I do not like being taken advantage ofNext she goes on to the “scratches” on her carBy this point it has been roughly or so hours since she has calledI just want to point out to those reading that since she called we have watched many cars go through without any problem or incident and no mirrors being harmed or scratches being left on the car, no dust spots or anything of that natureWhat she tells me is that she knows every scratch on her car, and some were not there before. However since I have been doing this for over years I immediately saw holes in her accusationsThe scratches she pointed out were running at angles that would be impossible for the foam brushes to travel(As the car wash moves from front to back, the foam spins on hubs, and as it spins it does so on a horizontal axis), her scratches were at degree angles, or perpendicular (degree angles) to the way the brushes spinI tried to explain this to her, but she didn’t believe meAfter going over this over and over, trying to explain it different ways, finally her son said , “we get it the brushes couldn’t have done these scratches.” I would also like to point out that if there was something in the brushes that could cause scratches, those scratches would appear as a continuous line/scratch/pattern down her car because the machine moves from front to back while the brushes spinThere would be a pattern, not scratches in random places, and at angles that the brushes do not move in, or cannot reachI tried to show her how the brushes work, but she didn't want to listen to my explanation. So once I resolved that idea of scratches, she then goes back to her original reason for calling, and asks what I was going to do about the mirrorI told her that we have watched many cars go through before her and after her “incident” and there haven’t been any issuesI said we could watch more cars go through, but she declined, nor did she believe meSo I told her I would look into it further, (At that time I DID NOT SAY “I would take care of it”)I told her I was going to call the manufacturer and see if there was any other reported incidents on this model of car involving the mirrorsI did say, “I would look in to it and see what we can do to resolve this issue.” At that point in time, I did however give her $back for the original wash she got the night before, and she left That day I did some more research, talked to a few people that are in the car wash business and concluded that our wash really couldn’t do what she saidEspecially since it hadn’t done it to anyone else’s car before her, or after herEven to this day it has not ripped off or cracked anyone else’s mirror, nor has it scratched anyone’s car HOWEVER, since she was a customer, I felt it was my responsibility to try and helpI went online and discovered a BRAND NEW MIRROR was $dollarsI thought to myself, I can help her out and get a new mirrorMy rational was that if I got her a $mirror, and in this way I would be providing great customer service, and in turn she would come back or she would tell others that we were a great washAnd eventually long term I would make my money back So, I called her the next day and told her that there was really no way that our carwash would have done that, unless there were some preexisting conditions, and that I talked to other people that run car washes about her incident, and the other people agreed I told her I did some research and I found a brand new mirror and I could get it for her, and that I would pay because I really wanted to establish good customer serviceThis is when it got a little strangeShe then asked who was going to install itI told her I have a professional person who works at a car dealership that would install itShe then called and left a message (which I still have) being rude and mean about how I am trying to rip her off and I am only doing myself a favorAt this point the whole situation turned sourShe then went back to wanting the scratches taken care of (something I thought all agreed the day before that our wash could have done for the many reasons we talked about)At this point I did cease communication because I was trying to only help and it was obvious she thought I was “ripping her off”. I have no idea what set her off I did not feel comfortable talking to her anymore, and I haven’ sinceBut it did not end thereOn June 6th I got a call from her insurance agent telling me that her client, *** had an “incident” happen at our wash and it damaged her car mirrorThe agent told me she was trying to make a claim and needed more informationI told the agent everything in this response I am writing, including that we met and I tried to show here how the car wash was working fine and went through how there was additional paint transfer on the driver’s side mirror which would indicate it hitting something, which would create a pre-existing conditionI also told her agent how I tried to resolve this issue with ***, but she declined, and that I no longer felt comfortable talking to herJust to be frank I was not “hostile” with her insurance agentI have never been hostile to her agent or ***Her insurance agent kept telling me that it could have happened, and wanted me to say that it could have happened at our wash, but I kept telling her that we have watched the wash over this past week with no incidents before or after her client went throughI also offered to her insurance agent to come down and meet at the wash and I would explain and show her how our car wash and system worked, but she declinedHer insurance never contacted me again because I figure they understood what happened and never went through with the claimNow she wants me to give her my insurance informationI don’t feel comfortable doing that, especially from our prior conversations Now she is writing this complaint about our wash. It kind of frustrates me because I have tried to do all that I can to resolve this, but she refused, and now she gets to write this complaint, something that could affect us, and this is something that has never happened before to usAfter talking to the Revdex.com representative I find out that it will be on our Revdex.com record for years, it doesn’t seem fair since 1) that we already tried to resolve it, 2) that there were inconsistencies in what she showed us on the car and her story of how and what happenedI have no idea why she went this direction, but at this point, I am a man of my word and I will follow through on it, and I still would be willing to pay her the $for the mirror as long as she agrees in writing to be done with this matter and withdraw this complaintI can send the money certified mail to her address, as I do not want any further contact with her, nor do I feel comfortable around her, or talking to herAs a family business we work hard and truly try to run and honest business where we put our customers firstWe really try to take care of our customersI hope I was able to explain and communicate our thoughts and feelings in this matter.