iWash Express

Dear customer, We greatly appreciate your business and thank you for addressing your concernIn regards to your claim about a damaged mirror at the carwash, we have equipment that is designed to wrap around the car without affecting the functionality of the mirrors, bumpers and lights Our equipment is routinely inspected and maintained for maximum longevity and performance We wash hundreds of vehicles daily and rarely have incidents unless the vehicle has a pre-existing conditionWe have notices that limit our liability pursuant to pre-existing conditions or negligence of the customer Unfortunately we will not accept any liability for the instability of your vehicle’s mirrorWe thank you again for being a valued customer Sincerely, iWash express sunnymead blvd moreno valley, ca www.icarwashexpress.com | ###-###-####

Initial Business Response /* (1000, 5, 2015/10/02) */
Contact Name and Title: General Manager
Contact Phone: XXXXXXXXXX
Contact Email: ***@icarwashexpress.com
Case noXXXXXXXX
October 2,
Dear Mr***,
With great respect to all of our customers, we are focused on providing
excellent customer service and appreciate the opportunity to address your concernsWe value each customer and understand the importance of effective communication to resolve any matters
On September 20, you visited iWash Express, a self-serve express carwash, and purchased a regular carwash for $in cashOur attendant *** handled your transaction and your proceeded through the gatePrior to entering the tunnel we have two posted signs in yellow background and black font, the signs are approximately 4ft wide x 8ft tall and indicate all the suggestions to have a successful carwash with no damages including lowering or removing the antenna prior to the wash or any pre existing damagesUpon entering the tunnel there are two additional signs regarding lowering and removing the antenna prior to entering the carwash
Upon having a conversation with you the following day you expressed to me that you were a previous customer and had a different carYou indicated that you had not had any prior issues with our carwash in terms of damages or antenna or customer service concernsI appreciate your honesty and I express sincere apologies for the bending of your antenna
In regards to the "scratches" near your antenna, I would like to address that the carwash cloth is professional grade material less than one year old and is scratch resistant, specifically designed for a carwashAccording to the manufacturer if the carwash cloth scratches an area of the car it should actually scratch any portion of the car that comes into contact with the clothIt is an unfortunate experience that there is a scratch near the antenna on the hood, however no other scratches were on the car, nor on any cars prior and after your wash
I did try to amicably resolve your concerns and offered a cash refund, a $gift card and to discuss further after you contacted the dealer regarding the paint concerns you hadAlthough you declined my offer, I sincerely want to mitigate your loss will keep my offer open for you in order to resolve this matter
Please let us know, we are more than willing to help
Thank you
Management

Dear customer,   We greatly appreciate your business and thank you for addressing your concern. In regards to your claim about a damaged mirror at the carwash, we have equipment that is designed to wrap around the car without affecting the functionality of the mirrors, bumpers and lights. ...

Our equipment is routinely inspected and maintained for maximum longevity and performance.  We wash hundreds of vehicles daily and rarely have incidents unless the vehicle has a pre-existing condition. We have notices that limit our liability pursuant to pre-existing conditions or negligence of the customer.  Unfortunately we will not accept any liability for the instability of your vehicle’s mirror. We thank you again for being a valued customer.   Sincerely,   iWash express 23550 sunnymead blvd   moreno valley, ca 92553 www.icarwashexpress.com |  ###-###-####

Response to Complaint:   Dear Customer,   In response to your complaint we understand you have a problem with a driver side mirror on your car that you are suggesting was the fault of the carwash. We apologize for any inconvenience.  We understand that the vehicle is a 2011 Toyota...

Corolla, color is white, and photos were recorded of the vehicle. We understand that you purchased a regular wash at a price of $7 on 9/22/16. We appreciate every customer and strive to provide quality and excellence. We wash several hundred cars per day and address any customer issues. We have routine maintenance on a weekly basis and as needed to ensure cars come out clean and safe. We also use high grade equipment from one of the largest carwash retailers in the country. They guarantee the equipment to function safely. There are instances where vehicles have pre-existing conditions that can become exacerbated when going through an automated carwash. The photos that were taken of the side mirror had an epoxy style glue where the side mirror mounts, according to the Toyota dealership the vehicle should not have any glue rather a bracket that supports and holds the mirror. This is the only incident reported for a side mirror within the last year. We believe there is either a manufacturer defect or a pre-existing condition as mirrors and parts of the car that are originally fastened should not come apart. We encourage you to consult with a Toyota dealer to determine why there is a pre-existing glue securing the mirror.   Sincerely,     iWash express