Lemon Grove Car Wash Inc

Review: On 1/19/14, I took the car that I am currently leasing from a personal friend in to get washed. There were items (of non value) in the backseat of this vehicle.

After getting home, I noticed that a few items were missing. I know for a fact these items were in the car prior to going to the carwash, as I had recently rearranged them.

I go back to the car wash and speak with [redacted]. I explained to him what happened. He motioned for me to go outside and speak with [redacted], the Assistant Manager.

After speaking with [redacted] about the missing items, he informed me that he was the one that looked in the backseat and decided not to vaccum the car, so he stated the car wasn't vaccumed, and that he didn't touch any items. I proceeded to show him the backseat of the car, which also included a bag that was opened (which was not previously opened).

He then went back on his word, and said there was in fact someone else who vaccumed the car, so we go and talk to that associate (I dont remember his name). [redacted] asked him if he threw anything away. He said no.

I go back in to speak with [redacted], at this time I am upset. While he is assisting another customer, he yells to me "so what do you want to do?". I told him I would address that with him after he assisted the other customer. After I exchanged words of dissatisfaction with [redacted], he began to yell at me so much that his saliva reached my face. He also told me to leave. When he seen that I wasn't going to leave, he told me to get out of his face and sit. I am a 5'2 100 pound woman, he is at least 5'11 and 250-300 pounds. I told him I was not going to "sit" and he assisted another customer while [redacted] apparently was in the back watching surveilance of my car being washed. [redacted] comes out and [redacted] says "did you see anything on the camera?" [redacted] says, "Nope" and [redacted] instructs him to show me the tape.

While watching the tape, [redacted] fast forwards through the video of him opening the back left side of the car door, and then closing it. He says, "see, I didn't clean the backseat". I ask him to continue to let the tape play, and to slow it down. As he does this, I see 2 men (not just him) who were in the backseat. *No, I didn't see anyone physically walk away with the items, however one of the Associates had on a big jacket, and I could NOT see what transpired as they were inside the vehicle.

After I go back to the counter to see [redacted], he says "if you don't have proof, don't come in here accusing my guys of stuff" Some of his other comments were that "My parents must not have taught me manners" and he also began to talk about other customers who have claimed that items of monetary value were stolen. He also asked me why I was riding around with these items in the car, that a young lady shouldn't be doing that. I was appaled and asked for a refund, he asked for my reciept. After I told him I threw it away while I was cleaning out my purse, he laughed and said "well im not doing anything for you". I asked him if I brought my bank statement to show the charge, if I could be refunded. He said yes. After driving to use a public computer and print my statement, and going back to the car wash- He again begins to tell me that he will not be further assisting me because of my attititude. I let him talk for about 5 minutes as he basically told me that I was wrong for being upset, he refused to look at me while he spoke to me and was very degrading in front of other customers. He said that he would not be refunding me due to my attitude. I was a lot more calm than I was the first time I came in, I apologized to him and explained to him that I was just really upset about something being taken from a car that didn't belong to me.

He threw the General Managers card down on the counter without handing it to me. I left embarrased and appaled. This was all over 2 porno magazines that I had noticed the first day I used my friends card, and had purposely hid due to the nature of the content, and the fact that others ride in the backseat of the car at times. I didn't say someone stole anything of value, it was more of the principal. They also did a horrible job of cleaning the car, and there were stains still on the car. When I attempted to address those issues, he wouldn't even hear me out. Worst experience I have ever had as a ConsumerDesired Settlement: [redacted] needs proper training on how to speak to people.

The yelp reviews on him prove that obviously there is an issue with his customer service.

I also think that the store should look into a better policy to address issues of customer satisfaction. The way so called Managers of the store spoke to me is unacceptable. Most importantly, I also want my $7.99 back for the services that were poorly rendered, they can keep the $5 tip I gave.

Business

Response:

I remember this incident, the young lady came in and asked for the manager, I was at the register. She started yelling at me saying that my workers had stolen some pornographic magazines from the car. I asked her to address that issue with my assistant [redacted]. I spoke to [redacted] and explained what she was saying that we did. She said she wanted her money back. The service was rendered and she was just looking for a way to get it for free saying that now she was dissatisfied with the service. [redacted] talked to her and finally showed her the camera footage where the vacuuming of her car was recorded. It was explained, the back area of the car wash not vacuumed because of all the stuff that was back there. Our policy is not vacuum the area unless the customer tells us to throw everything away. We have had this issue before where a customer claimed we through her paycheck away. After showing her on the camera that nothing was taken from her car she still insisted on a refund. I told her that I was not going to refund her money. We didn't take anything from her car, now her issue was with me. She came and said she didn't like the way I spoke to her. I told her that she needed to learn how to respect people, being upset is no excuse for being disrespectful. She asked for her money back and I refused.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[When I asked for a refund, [redacted] didn't decline, he asked for my receipt. After I explained that I threw it away, he told me I wasnt supposed to. I explained that the associate gave me the car back without the reciept, and asked if I brought my bank statement, would he be able to refund. He confirmed that he would be able to.

If I wasnt going to be refunded, why did he ask for my receipt? The lack of concern, and the way he spoke to me have caused significant stress and embarassment.