Lawrence and Sons Carwash

To whom it may concern,I was contacted by the complainant on September 21, I immediately replied to her e-mail and stated I will gather statements from the employees and get back with her.I received an e-mail from her on September 23, with her written statement of events she stated took place.Her e-mail was quite different from the statements I received from management and employees that assisted her.I did reply in the ensuing days and discussed this matter over the phone.On August 31, the customer purchased a full service car wash and exterior wax, and not an interior detail as stated by customerI have the car wash ticket and receipt.She returned on September 1, complaining of the wax smudge spots on the exterior of her vehicle and same were wiped clean and to her satisfaction.She returned on September 4, complaining her radio and air conditioner lights were malfunctioning and that we were the cause.Our service employees reviewed same in an effort to assist her, but could not reset her controls.In talking with my employees, she was not an easy person to discuss this situation with her because of her aggressive attitude.The manager on duty became flustered and told her to take the car to the dealership and have it looked at to ascertain cause of damage and provide the resultsShe was told we would pay for the diagnostic.She stated to the manager she had her car in the dealer a week earlier, prior to coming in to our car wash, due to automatic window malfunctions.She did take her vehicle into the dealer September 12, 2016, but she did not receive a written diagnostic report on the probable cause, only a verbal comment that her radio was not working and the cost for new parts were $and the service charge was $126.She returned on September 13, and spoke with the facility manager at the request of the assistant manager.He informed her it is our policy to not wipe radios or consoles, for the reason of moisture damageWe only wipe dash, doors, and seatsShe returned on September 14, 2016, at the request of the facility manager, to see if the service manager could find anything wrong, but to no avail.He informed her to visit an independent mechanic that is in the area and someone he knows personallyWe have a written statement from this mechanic stating:"I scanned vehicle and found a total of codes for various modules, radio, amplifier, navigation, body control module, and engine control moduleIn relation to the radio, there were no communication codesI related to customer the only way to find out if radio was damaged by detail was to take radio apart and look for signs of moistureAlso told customer, if radio was needed, there were used ones available in CaliforniaAlso requested to get more info from what dealer had told her what needed to be replacedCalled customer and she stated she couldn't find the info I needed and I left it at that.From careful inspection, I could not find any signs of moisture around radio buttons."In conclusion, I informed the complainant I could not conclude from my investigation that this was caused by our facility.I did try and review the videos, but they override in day increments and many are not operational.I did in good faith offer to pay for the dealer check up of $and comp her auto detail, oil& lube services up to $536.Her parting words were to see me in court where I would pay that also.And now I receive a letter from the Revdex.com where her complaint is stating her navigation system is now included in the complaintIn her verbal correspondence and her written correspondence, there was never mention of her navigation being inoperable.Regards,Phil L [redacted]

To whom it may concern,I was contacted by the complainant on September 21, 2016. I immediately replied to her e-mail and stated I will gather statements from the employees and get back with her.I received an e-mail from her on September 23, 2016 with her written statement of events she stated...

took place.Her e-mail was quite different from the statements I received from management and employees that assisted her.I did reply in the ensuing days and discussed this matter over the phone.On August 31, 2016 the customer purchased a full service car wash and exterior wax, and not an interior detail as stated by customer. I have the car wash ticket and receipt.She returned on September 1, 2016 complaining of the wax smudge spots on the exterior of her vehicle and same were wiped clean and to her satisfaction.She returned on September 4, 2016 complaining her radio and air conditioner lights were malfunctioning and that we were the cause.Our service employees reviewed same in an effort to assist her, but could not reset her controls.In talking with my employees, she was not an easy person to discuss this situation with her because of her aggressive attitude.The manager on duty became flustered and told her to take the car to the dealership and have it looked at to ascertain cause of damage and provide the results. She was told we would pay for the diagnostic.She stated to the manager she had her car in the dealer a week earlier, prior to coming in to our car wash, due to automatic window malfunctions.She did take her vehicle into the dealer September 12, 2016, but she did not receive a written diagnostic report on the probable cause, only a verbal comment that her radio was not working and the cost for new parts were $536 and the service charge was $126.She returned on September 13, 2016 and spoke with the facility manager at the request of the assistant manager.He informed her it is our policy to not wipe radios or consoles, for the reason of moisture damage. We only wipe dash, doors, and seats. She returned on September 14, 2016, at the request of the facility manager, to see if the service manager could find anything wrong, but to no avail.He informed her to visit an independent mechanic that is in the area and someone he knows personally. We have a written statement from this mechanic stating:"I scanned vehicle and found a total of 16 codes for various modules, radio, amplifier, navigation, body control module, and engine control module. In relation to the radio, there were no communication codes. I related to customer the only way to find out if radio was damaged by detail was to take radio apart and look for signs of moisture. Also told customer, if radio was needed, there were used ones available in California. Also requested to get more info from what dealer had told her what needed to be replaced. Called customer and she stated she couldn't find the info I needed and I left it at that.From careful inspection, I could not find any signs of moisture around radio buttons."In conclusion, I informed the complainant I could not conclude from my investigation that this was caused by our facility.I did try and review the videos, but they override in 7 day increments and many are not operational.I did in good faith offer to pay for the dealer check up of $126 and comp her auto detail, oil& lube services up to $536.Her parting words were to see me in court where I would pay that also.And now I receive a letter from the Revdex.com where her complaint is stating her navigation system is now included in the complaint. In her verbal correspondence and her written correspondence, there was never mention of her navigation being inoperable.Regards,Phil L[redacted]