Kellys Car Wash

To our Valued Customer,I am deeply sorry about the experience that you had with our services.  We know that customer service is the key to a growing a successful business and it is obvious that on this day you did not receive this. We want to make this right.  First, I apologize for the...

lack of communications thus far. Revdex.com emailed owners of a different car wash so we were not informed util many days later. On top of that we have had some issues with receiving messages from our web page (at this time this has been resolved). Next, I need to apologize for the behavior of our employee.  His response should have been to immediately rewash your car.  We have no "written policy" for this.  Just that we always need to take care of the customer which is you and to put up a fight or a bad attitude about it is unacceptable.[redacted] has been with us a number of years and like all of us he has room for improvement and we will take this situation as a coaching tool to improve his service and approach to the customer.  Lastly, if willing please provide a mailing address and we would gladly refund your money for the wash you had that day.[redacted]General Manager Zorb Carwashes LLC

Review: On July 11, 2016, at approximately 1:08 p.m., I had my [redacted] Pilot washed with the "Works", including an extra wax, at the Elk Grove location. It was not until a short time later that I discovered that only the driver side tires of my vehicle were treated (shined). As I had a previously scheduled to drive a relative (stroke victim) to an appointment, I was not able to return to the same Kelly's until about four hours later to see if they could shine the passenger-side tires. After I provided my receipt to "[redacted]," he appeared to become highly irritated and in a loud and angry voice (which wasn't necessary as I was standing right in front of him), he said I waited too long (four hours) to come back to address the problem. When I asked him if there was a established or written policy about established time limits, he said no, but "only this time," was going to let me come through again. [redacted] never asked why I waited to return and didn't offer to only shine the two tires (which I would have been fine with). What I found most disturbing was his arbitrarily making up a company policy that didn't exist and talking to me in a demeaning manner. I submitted two requests via the Kelly's Car Wash website to contact me but never got a call, email or letter.Desired Settlement: 1. Be contacted by the owner of Kelly's Express Car Wash (KECW) (not the local manager).

2. Have KECW management address the issue with [redacted] about his treatment of customers

3. Have KECW management address the issue of [redacted] making up company policies arbitrarily to suit the situation.

4. Have KECW be more responsive to requests submitted via their website.

Business

Response:

To our Valued Customer,I am deeply sorry about the experience that you had with our services. We know that customer service is the key to a growing a successful business and it is obvious that on this day you did not receive this. We want to make this right. First, I apologize for the lack of communications thus far. Revdex.com emailed owners of a different car wash so we were not informed util many days later. On top of that we have had some issues with receiving messages from our web page (at this time this has been resolved). Next, I need to apologize for the behavior of our employee. His response should have been to immediately rewash your car. We have no "written policy" for this. Just that we always need to take care of the customer which is you and to put up a fight or a bad attitude about it is unacceptable.[redacted] has been with us a number of years and like all of us he has room for improvement and we will take this situation as a coaching tool to improve his service and approach to the customer. Lastly, if willing please provide a mailing address and we would gladly refund your money for the wash you had that day.[redacted]General Manager Zorb Carwashes LLC