Complaint: ***
I am rejecting this response because: Merchant needs further information to respond to my inquiryAll information requested is attached to the report the Jackson's Car Wash Manager onsite wrote, where he clearly stated he was not notified of the incident by his employees
I've dealt with Matthew at Corporate, when he lacked communication Ernie called me back today to mimic Matt’s response that he will not place anything in writing that they are verbally stating to me, he advised Matt’s response covered it referring to legalWhen I advised I want it for my own social media records, this is not a legal matter, he then stated he would absolutely not be providing me in writingI advised that’s because what they are doing is unethical and he doesn’t want to be bound to anything
He Advised that Heather H*** will not call me back even though I requested itHe stated I was being unreasonable not wanting to bring my vehicle back to them for services after I fix the damages to my car at my cost (they originally offered me a free oil change in the future, Brian, the manager onsiteMatthew later offered me a car detailing since the paint on my replaced tire cover most likely wouldn’t match by current paint.) I did ask for him to refund my money one last time and advised I will no longer call his office, he refused and said now that he talked to me, he thought Matt was overly generousAt that point, I didn't need his insults, I would expect more from high level management, but at this point, nothing is expected from these deceptive employees who feel conformable telling me they are not liable and won’t help me but can’t place it clearly in writing or tell me how to get a copy of the video tape of the incident to I can view what they are to determine no fault of the driver/companyErnie talked about people taking advantage of his company for claims, I am certainly not that personal and $is not an unreasonable requestI don’t want free oil changes or detailing in the future because I feel violated by every employee I’ve spoke to at Jackson’s with the exception of the first manager onsiteI’ve been told by Matt not to dispute the charge with my credit card company, there is no legal recourse or Consumer protectionI sure hope they will help me, because no one else will
Please send the attached back to the merchant
Sincerely,*** ***
Hi *** We contacted the customer directly to get some more information from herShe just got back to us this morningWe are looking in to what occurred. Thank You
You can take your $gift card and shove it where the sun doesn't shine! There were absolutely ZERO TEARS in my back seatMy car is in immaculate condition, at least until your gentleman got their hands on it, it wasI'm fully aware of my rights and will be taking you to small claims court since you are unwilling to right your wrongI have spoken with an attorney and the CBS Advocate who advised me that anytime factory installed materials are damaged by a car wash the car wash is 99.9% of the time held fully liableThey advised me to first file a complaint with the Revdex.com to try and handle this between usThey also told me that your company is ran by a bunch of jerks and that you are famous for employing criminals and illegals and to not hold my breath for a resolution because all you know how to do is deny responsibilityBecause of their statements I have been prepared to take this to court and that is what I'm going to doEspecially since knowing my rights and knowing that the court is 99.9% likely to side with meI WILL NOT LET THIS GO!
Ms*** Thank you for providing the additional information we requested so we could further look in to your
experienceAfter closely reviewing the situation, we have found that Oil pan gasket leaks are not caused by oil changesThere has to be an already an existing leak presentThis leaks becomes apparent when the oil change is completed The new oil that is added to your vehicle contains detergents and additive packages that assist in cleaning the oil pan and oil pan gasket areaThis can expose leaks that were not previously noticed due to varnishing and other deposits in the oil pan or oil pan gasket. In regards to the statement of the wrong oil filter being applied, that is incorrect We documented on your invoice that the correct oil filter was utilizedWhen a leak is reported by a customer our policy is to replace the oil filter with a new oneHaving a clean/pristine filter in the vehicle allows us to better locate what part is leakingThis is a precautionary measure and is for the benefit of the customerWhen your oil filter was replaced, the vehicle continued to leakThat shows us that there was a problem with the oil pan gasketThis is the gasket between the engine block and oil panWe never touch or tamper with this area when we remove the oil drain plug/oil drain plug gasket and replace the oil filterPlease see the attached oil pan pictures to better understand the spatial relationship between these areasThe oil pan gasket is not near the area where we serviced your vehicle. I would also like to add that there is no direct mileage connected to oil pan gasket failureUnfortunately these gaskets can fail at a wide range of mileage intervals, including on new vehiclesThis is also a common occurrence with your particular modelWe are more than happy to speak with *** at “We Fix it Now Auto” about the incident Once again we are sorry you had a poor experience but we cannot take responsibility for a damage that we did not causeHowever, as a courtesy I am willing to refund the amount of the service to resolve the matter. Thank You*** ***
Ms*** We received Ms***’s response to our offerOnce again she chooses her words carefully, stating that there were no tears in her “back” seatHowever, she fails the mention that there are similar tears on her front seats that were pre-existingWe have had several people inspect the vehicle and have determined we were not responsibleRegardless, I think it would be helpful for Ms*** to provide us with pictures of the tears in both the front and back seats, so we can further examine the condition of the fabric in the vehicle as a wholeFor there to be tears in both the front seats and the back, further confirms there is a preexisting issue with the fabric. Please moving forward direct correspondence regarding this case to meOur Boise office continues to forward the letters here and it causes a de*** in my response time. I appreciate your assistance. Thank You***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is (very) satisfactory to me.
They have gone above and beyond what I would expect so I am very pleased.Sincerely, [redacted]
Response to Complaint #[redacted] Mr. [redacted] We are sorry to hear that you were not pleased with our unlimited plan restrictions. It is stated on our materials that the program is limited to one vehicle. Please see attached. The terms are also stated on the paperwork you signed at the time...
of purchase. In regards to hand washing services, we do have “base” pricing. All of our pricing is advertised as “starting at”. Depending on the size condition of the vehicle, the pricing can increase. We try to our very best to provide customers with clear messaging with our offerings. All of our materials state restrictions. Once again, I am sorry you had a poor experience. We appreciate your business. Thank you[redacted] [redacted] [redacted]Jacksons Food Stores Inc. | Jacksons Car Wash[redacted] * [redacted]
[redacted] [redacted] [redacted]
Ms. [redacted] We are sorry to hear you had a poor experience at our Tempe marketplace location. I can assure you we are not running an “insurance scam” and are not in the business of damaging cars. Glass Repair and Replacement is just one of the many services that we offer. We also offer Oil...
& Lube Services, Window Tint, Detail and fuel. We like to be able to assist our customers with all their car care needs in one convenient location. During the summer months we see a significant amount of windshield damage. We have technicians available to repair chips on property for this reason. It is not uncommon for small chips to spread during the car wash process, especially during this time of year. It is called “thermal stress”. It occurs when a hot windshield comes in contact with cool water. You can contact any glass company if you want to learn more about this topic or even do a quick google search. I provided one link below. We do have signage posted clearly at the entrance for customers to refer to regarding this matter. Unfortunately, we cannot be held responsible when this phenomenon occurs. There is already preexisting damage to the windshield. As [redacted] explained, we are more than happy to assist you with getting this repaired. Most people have glass coverage as part of their auto insurance. If that is not the case, we can provide you with a discount on the service. You also receive a month’s worth of free car washes when using our replacement services. Once again I am sorry you were not pleased with what occurred. Unfortunately, this is an incident we are unable to avoid and are not able to control. Thank You[redacted] https://en.wikipedia.org/wiki/Thermal_fracturing_in_glass [r...⇄ />
[redacted] [redacted]
[redacted] * [redacted]
* [redacted] * [redacted]
[redacted]
Re: ID #[redacted] Date: September 28, 2015 Pages: 4 including this page We reviewed the included letter regarding the complaint and left a message with the customer and also sent an email apologizing for what happened and not taking care of getting the customer a new car wash code or refunding the...
money. We are sending this by mail to the customer today.
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]
Ms. [redacted] We are sorry to hear about the poor experience you had recently at our San Tan location. I have spoken with the store manager and the detail personnel that worked on your vehicle and they have expressed to me that the seats were in poor condition and already had existing tears. You...
yourself even stated that there were tears already present on the seats. From the description, I can only conclude that the fabric must be in very delicate condition from age and extensive use. There was even pre-existing damage to confirm this. Under normal circumstances, when vehicles are in good repair, tears like you described do not occur. We do not feel we are responsible for the additional tear you identified, however, in an effort to resolve your claim, we would like to provide you with a $100 Gift Card that you can use at any of our valley wide facilities. Once again we are very sorry you had a poor experience. Thank You[redacted]
We are sorry to hear about the poor experience you had recently at our 84th Avenue and Bell location. If you could please provide us with the following information, we will be better able to investigate your claim.
Year, Make, Model and Color of Vehicle
Vehicle License...
Plate
Photos of Damage
Any paperwork or receipts associated with your visit
Ms. [redacted]
We are sorry you are still not pleased. Several people within our organization has attempted to assist you with your concerns. We reviewed the video surrounding your incident and determined that what occurred was not due to negligence on our part. The tire cover was not fully secured prior to your arrival. The vehicle was processed normally through the car wash tunnel. Regardless, we have assisted you with sourcing the part at a discounted rate and the site manager and upper management has offered you a multitude of complimentary services to ensure you are pleased. We want to assist you with getting the issue corrected and our offer still remains. If you change your mind in the future, please let us know.
We appreciate your business and hope we can continue to work with you on finding a resolution.
Thank You
Complaint: ***
I am rejecting this response because: Merchant needs further information to respond to my inquiryAll information requested is attached to the report the Jackson's Car Wash Manager onsite wrote, where he clearly stated he was not notified of the incident by his employees
I've dealt with Matthew at Corporate, when he lacked communication Ernie called me back today to mimic Matt’s response that he will not place anything in writing that they are verbally stating to me, he advised Matt’s response covered it referring to legalWhen I advised I want it for my own social media records, this is not a legal matter, he then stated he would absolutely not be providing me in writingI advised that’s because what they are doing is unethical and he doesn’t want to be bound to anything
He Advised that Heather H*** will not call me back even though I requested itHe stated I was being unreasonable not wanting to bring my vehicle back to them for services after I fix the damages to my car at my cost (they originally offered me a free oil change in the future, Brian, the manager onsiteMatthew later offered me a car detailing since the paint on my replaced tire cover most likely wouldn’t match by current paint.) I did ask for him to refund my money one last time and advised I will no longer call his office, he refused and said now that he talked to me, he thought Matt was overly generousAt that point, I didn't need his insults, I would expect more from high level management, but at this point, nothing is expected from these deceptive employees who feel conformable telling me they are not liable and won’t help me but can’t place it clearly in writing or tell me how to get a copy of the video tape of the incident to I can view what they are to determine no fault of the driver/companyErnie talked about people taking advantage of his company for claims, I am certainly not that personal and $is not an unreasonable requestI don’t want free oil changes or detailing in the future because I feel violated by every employee I’ve spoke to at Jackson’s with the exception of the first manager onsiteI’ve been told by Matt not to dispute the charge with my credit card company, there is no legal recourse or Consumer protectionI sure hope they will help me, because no one else will
Please send the attached back to the merchant
Sincerely,*** ***
Hi *** We contacted the customer directly to get some more information from herShe just got back to us this morningWe are looking in to what occurred. Thank You
You can take your $gift card and shove it where the sun doesn't shine! There were absolutely ZERO TEARS in my back seatMy car is in immaculate condition, at least until your gentleman got their hands on it, it wasI'm fully aware of my rights and will be taking you to small claims court since you are unwilling to right your wrongI have spoken with an attorney and the CBS Advocate who advised me that anytime factory installed materials are damaged by a car wash the car wash is 99.9% of the time held fully liableThey advised me to first file a complaint with the Revdex.com to try and handle this between usThey also told me that your company is ran by a bunch of jerks and that you are famous for employing criminals and illegals and to not hold my breath for a resolution because all you know how to do is deny responsibilityBecause of their statements I have been prepared to take this to court and that is what I'm going to doEspecially since knowing my rights and knowing that the court is 99.9% likely to side with meI WILL NOT LET THIS GO!
Ms*** Thank you for providing the additional information we requested so we could further look in to your
experienceAfter closely reviewing the situation, we have found that Oil pan gasket leaks are not caused by oil changesThere has to be an already an existing leak presentThis leaks becomes apparent when the oil change is completed The new oil that is added to your vehicle contains detergents and additive packages that assist in cleaning the oil pan and oil pan gasket areaThis can expose leaks that were not previously noticed due to varnishing and other deposits in the oil pan or oil pan gasket. In regards to the statement of the wrong oil filter being applied, that is incorrect We documented on your invoice that the correct oil filter was utilizedWhen a leak is reported by a customer our policy is to replace the oil filter with a new oneHaving a clean/pristine filter in the vehicle allows us to better locate what part is leakingThis is a precautionary measure and is for the benefit of the customerWhen your oil filter was replaced, the vehicle continued to leakThat shows us that there was a problem with the oil pan gasketThis is the gasket between the engine block and oil panWe never touch or tamper with this area when we remove the oil drain plug/oil drain plug gasket and replace the oil filterPlease see the attached oil pan pictures to better understand the spatial relationship between these areasThe oil pan gasket is not near the area where we serviced your vehicle. I would also like to add that there is no direct mileage connected to oil pan gasket failureUnfortunately these gaskets can fail at a wide range of mileage intervals, including on new vehiclesThis is also a common occurrence with your particular modelWe are more than happy to speak with *** at “We Fix it Now Auto” about the incident Once again we are sorry you had a poor experience but we cannot take responsibility for a damage that we did not causeHowever, as a courtesy I am willing to refund the amount of the service to resolve the matter. Thank You*** ***
Ms*** We received Ms***’s response to our offerOnce again she chooses her words carefully, stating that there were no tears in her “back” seatHowever, she fails the mention that there are similar tears on her front seats that were pre-existingWe have had several people inspect the vehicle and have determined we were not responsibleRegardless, I think it would be helpful for Ms*** to provide us with pictures of the tears in both the front and back seats, so we can further examine the condition of the fabric in the vehicle as a wholeFor there to be tears in both the front seats and the back, further confirms there is a preexisting issue with the fabric. Please moving forward direct correspondence regarding this case to meOur Boise office continues to forward the letters here and it causes a de*** in my response time. I appreciate your assistance. Thank You***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is (very) satisfactory to me.
They have gone above and beyond what I would expect so I am very pleased.Sincerely, [redacted]
Response to Complaint #[redacted] Mr. [redacted] We are sorry to hear that you were not pleased with our unlimited plan restrictions. It is stated on our materials that the program is limited to one vehicle. Please see attached. The terms are also stated on the paperwork you signed at the time...
of purchase. In regards to hand washing services, we do have “base” pricing. All of our pricing is advertised as “starting at”. Depending on the size condition of the vehicle, the pricing can increase. We try to our very best to provide customers with clear messaging with our offerings. All of our materials state restrictions. Once again, I am sorry you had a poor experience. We appreciate your business. Thank you[redacted] [redacted] [redacted]Jacksons Food Stores Inc. | Jacksons Car Wash[redacted] * [redacted]
[redacted] [redacted] [redacted]
Ms. [redacted] We are sorry to hear you had a poor experience at our Tempe marketplace location. I can assure you we are not running an “insurance scam” and are not in the business of damaging cars. Glass Repair and Replacement is just one of the many services that we offer. We also offer Oil...
& Lube Services, Window Tint, Detail and fuel. We like to be able to assist our customers with all their car care needs in one convenient location. During the summer months we see a significant amount of windshield damage. We have technicians available to repair chips on property for this reason. It is not uncommon for small chips to spread during the car wash process, especially during this time of year. It is called “thermal stress”. It occurs when a hot windshield comes in contact with cool water. You can contact any glass company if you want to learn more about this topic or even do a quick google search. I provided one link below. We do have signage posted clearly at the entrance for customers to refer to regarding this matter. Unfortunately, we cannot be held responsible when this phenomenon occurs. There is already preexisting damage to the windshield. As [redacted] explained, we are more than happy to assist you with getting this repaired. Most people have glass coverage as part of their auto insurance. If that is not the case, we can provide you with a discount on the service. You also receive a month’s worth of free car washes when using our replacement services. Once again I am sorry you were not pleased with what occurred. Unfortunately, this is an incident we are unable to avoid and are not able to control. Thank You[redacted] https://en.wikipedia.org/wiki/Thermal_fracturing_in_glass [r...⇄ /> [redacted] [redacted]
[redacted] * [redacted]
* [redacted] * [redacted]
[redacted]
Re: ID #[redacted] Date: September 28, 2015 Pages: 4 including this page We reviewed the included letter regarding the complaint and left a message with the customer and also sent an email apologizing for what happened and not taking care of getting the customer a new car wash code or refunding the...
money. We are sending this by mail to the customer today.
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]
Ms. [redacted] We are sorry to hear about the poor experience you had recently at our San Tan location. I have spoken with the store manager and the detail personnel that worked on your vehicle and they have expressed to me that the seats were in poor condition and already had existing tears. You...
yourself even stated that there were tears already present on the seats. From the description, I can only conclude that the fabric must be in very delicate condition from age and extensive use. There was even pre-existing damage to confirm this. Under normal circumstances, when vehicles are in good repair, tears like you described do not occur. We do not feel we are responsible for the additional tear you identified, however, in an effort to resolve your claim, we would like to provide you with a $100 Gift Card that you can use at any of our valley wide facilities. Once again we are very sorry you had a poor experience. Thank You[redacted]
Ms. [redacted]
We are sorry to hear about the poor experience you had recently at our 84th Avenue and Bell location. If you could please provide us with the following information, we will be better able to investigate your claim.
Year, Make, Model and Color of Vehicle
Vehicle License...
Plate
Photos of Damage
Any paperwork or receipts associated with your visit
Thank You
Ms. [redacted]
We are sorry you are still not pleased. Several people within our organization has attempted to assist you with your concerns. We reviewed the video surrounding your incident and determined that what occurred was not due to negligence on our part. The tire cover was not fully secured prior to your arrival. The vehicle was processed normally through the car wash tunnel. Regardless, we have assisted you with sourcing the part at a discounted rate and the site manager and upper management has offered you a multitude of complimentary services to ensure you are pleased. We want to assist you with getting the issue corrected and our offer still remains. If you change your mind in the future, please let us know.
We appreciate your business and hope we can continue to work with you on finding a resolution.
Thank You