Los Olivos Hand Car Wash

On Friday March 21st [redacted] did come into Los Olivos Hand Car Wash, where we did a low speed Buff & Wax.

[redacted] and her husband were happy when they left the car wash, they had no problems with our work.

[redacted] then called on Saturday and talked to [redacted] and said there's...

angel hair scratches on her windshield and that were not there when she came in on Friday. She said it came from the towels the guy was using . Then she went on saying they drove from Atlanta and when they stopped at every gas station they cleaned the windshield . She said when she left the car wash she went to get her oil changed and the guy there told her the scratches came from us. I ([redacted]) then told her someone will be calling her on Monday.

I ([redacted]) called her on Monday and left a message. She then returned my call the next day (Tuesday).

She told me that she watched the guys clean windows on cars that had cracks and did not throw the towels away. I told her we don't throw the towels away. She then told me that when a windshield has a crack the glass particles stick to the towels and that's how her windshield got scratched.

I then asked her where she got that information. She said she just knows. I informed her that I've worked in the auto glass field for 30yrs and that is not true. I explained if that was the case car washes would be replacing customers windshields all the time.

I then ask her to please come in and let me look at the windshield, because I was not here when it took place.

When [redacted] brought her car in we looked at the windshield. The windshield did have scratches in it. So I looked around at all the other windows on her car and no scratches on them. I pointed this out to her and even letting her know that this is the original  windshield in her car and the car is six years old. She then went to say, that's because the guy who cleaned her windows did not clean her windshield. I then tried to explain we have lanes and each lane has one guy who cleans all the windows and windshields, so the same towels are used on all the glass on one car then he gets clean towels and goes to the next car. She then went to tell me that's not how it's done. So I went and got the owner because [redacted] was not happy with what I was explaining to her. Even though it was her first time in the car wash she was telling me how we finish cars.

[redacted] the owner came out to talk to [redacted] and was shocked by what [redacted] was saying. So we thought we

 

would try to help with her problem. We then called the glass shop and spoke to [redacted] the owner and he said if they are light enough he could get them out. So we gave [redacted] his number and address to take her car to him.

Then [redacted] opened her trunk and said we made marks in her carpet. She said she noticed them when her and her husband were taking there luggage out. I looked and said those marks are from dragging the luggage in and out (nice straight marks). I then let her know we do not vacuum trunks. She then said her husband asked to have it vacuumed. I said we would look on our video to see if it was vacuumed. [redacted] left to go to the glass shop.

Myself, the owner and [redacted] watched the video and never saw anyone open the trunk to vacuum it and her husband never ask to have it vacuumed. Her husband watched them vacuum the inside of the car. The trunk was never opened. So at that point we know by watching the video [redacted] was not telling the truth. We feel she just wants us to pay for something we did not even do.

We talked to [redacted] from the glass shop, to find out the scratches could not be removed. He couldn't believe she thought we did this to her windshield, knowing what it takes to scratch a windshield.

[redacted] said [redacted] told him they were from Chicago and they talked about the drive out here. [redacted] said he believes the scratches are either from a ice scraper or a dirty gas station glass cleaner tool. He let [redacted] know it would cost around $150.00 to replace her windshield. [redacted] said she left and we never heard back from her until this Revdex.com letter.

Los Olivos Hand Car Wash has been in business for 25 years and have not encountered this type of complaint before.

Upon request [redacted] from the glass shop will be willing to verify this did not happen at Los Olivos Hand Car Wash.

Los Olivos Hand Car Wash has been a member of the Revdex.com for 25 years.

We have a great reputation with our customers, this is why we've been in business for over 25 years.

We're sorry that Mrs. [redacted] feels that her windshield problem occurred here. I've been in business for 25 years and not once have I had this type of problem occur.

If and when we have a problem, that Los Olivos Hand Car Wash has caused, I take care of the problem right away.

We truly feel this problem did not occur at Los Olivos Hand Car Wash. Because we believe in good customer service. We sent [redacted] to the glass shop for help, as you know in the letter the owner of the glass shop confirms the scratches are not in a circular motion , and they are not all over the windshield or any other of the windows.

The best we can do for [redacted] is refund her $44.99 that she paid on the day of her visit.

Thank you for your time.

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.

This business is very unprofessional, unethical, and does not present the facts of what really happened. They can't seem to get their story straight between the lies they tell and the actually truth of what happened. If they check their call logs, they will find that I called the same day. If they check their memories, they will find that we noticed the scratches on the windshield the same day and thought they were water marks. Moreover the owner of the glass shop told me that those types of scratches happen all the time at the car wash. In addition, I called him to follow up on the repairs and he said he was waiting for the shop to authorize it. Also I followed up with the owner, and she said the manager would call me the next day. After I never heard from them again, that is when I filed the Revdex.com complaint. These people acknowledged in the damage that was done to my car at their business and sent me to a glass shop to get it repaired and failed to authorize the repair. This business claims to know a lot about glass, but it doesn't take a genius to know that a sharp object of any size can scratch glass. They also acknowledged that the scratches done to my car were not normal wear and tear and that they were done in a circular motion consistent with someone wiping the windshield. As I stated in my initial complaint, we witnessed a different person wiping the side car windows. He went and got brand new towels to do so. The professional thing to do is to refund my money because I was not pleased with your service. The professional thing to do is to authorize the repair to my windshield. As I communicated to this business that my car is 6 years old and has been maintained by the dealership. My car was thoroughly checked and inspected prior to driving from one state to the next. There were no scratches on my windshield until it got washed at this location. It is my hope that this business looks at the facts and not lying their way out a situation that they know is common to their business. I will not debate the facts or address heresy and lies. Thank you.

Regards,

[redacted]

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.

This business is very unprofessional, unethical, and does not present the facts of what really happened. They can't seem to get their story straight between the lies they tell and the actually truth of what happened. If they check their call logs, they will find that I called the same day. If they check their memories, they will find that we noticed the scratches on the windshield the same day and thought they were water marks. Moreover the owner of the glass shop told me that those types of scratches happen all the time at the car wash. In addition, I called him to follow up on the repairs and he said he was waiting for the shop to authorize it. Also I followed up with the owner, and she said the manager would call me the next day. After I never heard from them again, that is when I filed the Revdex.com complaint. These people acknowledged in the damage that was done to my car at their business and sent me to a glass shop to get it repaired and failed to authorize the repair. This business claims to know a lot about glass, but it doesn't take a genius to know that a sharp object of any size can scratch glass. They also acknowledged that the scratches done to my car were not normal wear and tear and that they were done in a circular motion consistent with someone wiping the windshield. As I stated in my initial complaint, we witnessed a different person wiping the side car windows. He went and got brand new towels to do so. The professional thing to do is to refund my money because I was not pleased with your service. The professional thing to do is to authorize the repair to my windshield. As I communicated to this business that my car is 6 years old and has been maintained by the dealership. My car was thoroughly checked and inspected prior to driving from one state to the next. There were no scratches on my windshield until it got washed at this location. It is my hope that this business looks at the facts and not lying their way out a situation that they know is common to their business. I will not debate the facts or address heresy and lies. Thank you.

Regards,

[redacted]

Los Olivos Hand Car Wash has been a member of the Revdex.com for 25 years.

We have a great reputation with our customers, this is why we've been in business for over 25 years.

We're sorry that Mrs. [redacted]- [redacted] feels that her windshield problem occurred here. I've been in business for 25 years and not once have I had this type of problem occur.

If and when we have a problem, that Los Olivos Hand Car Wash has caused, I take care of the problem right away.

We truly feel this problem did not occur at Los Olivos Hand Car Wash. Because we believe in good customer service. We sent [redacted] to the glass shop for help, as you know in the letter the owner of the glass shop confirms the scratches are not in a circular motion , and they are not all over the windshield or any other of the windows.

The best we can do for [redacted] is refund her $44.99 that she paid on the day of her visit.

Thank you for your time.

On Friday March 21st [redacted] did come into Los Olivos Hand Car Wash, where we did a low speed Buff & Wax.

[redacted] and her husband were happy when they left the car wash, they had no problems with our work.

[redacted] then called on Saturday and talked to [redacted] and said there's...

angel hair scratches on her windshield and that were not there when she came in on Friday. She said it came from the towels the guy was using . Then she went on saying they drove from Atlanta and when they stopped at every gas station they cleaned the windshield . She said when she left the car wash she went to get her oil changed and the guy there told her the scratches came from us. I ([redacted]) then told her someone will be calling her on Monday.

I ([redacted]) called her on Monday and left a message. She then returned my call the next day (Tuesday).

She told me that she watched the guys clean windows on cars that had cracks and did not throw the towels away. I told her we don't throw the towels away. She then told me that when a windshield has a crack the glass particles stick to the towels and that's how her windshield got scratched.

I then asked her where she got that information. She said she just knows. I informed her that I've worked in the auto glass field for 30yrs and that is not true. I explained if that was the case car washes would be replacing customers windshields all the time.

I then ask her to please come in and let me look at the windshield, because I was not here when it took place.

When [redacted] brought her car in we looked at the windshield. The windshield did have scratches in it. So I looked around at all the other windows on her car and no scratches on them. I pointed this out to her and even letting her know that this is the original  windshield in her car and the car is six years old. She then went to say, that's because the guy who cleaned her windows did not clean her windshield. I then tried to explain we have lanes and each lane has one guy who cleans all the windows and windshields, so the same towels are used on all the glass on one car then he gets clean towels and goes to the next car. She then went to tell me that's not how it's done. So I went and got the owner because [redacted] was not happy with what I was explaining to her. Even though it was her first time in the car wash she was telling me how we finish cars.

[redacted] the owner came out to talk to [redacted] and was shocked by what [redacted] was saying. So we thought we

 

would try to help with her problem. We then called the glass shop and spoke to [redacted] the owner and he said if they are light enough he could get them out. So we gave [redacted] his number and address to take her car to him.

Then [redacted] opened her trunk and said we made marks in her carpet. She said she noticed them when her and her husband were taking there luggage out. I looked and said those marks are from dragging the luggage in and out (nice straight marks). I then let her know we do not vacuum trunks. She then said her husband asked to have it vacuumed. I said we would look on our video to see if it was vacuumed. [redacted] left to go to the glass shop.

Myself, the owner and [redacted] watched the video and never saw anyone open the trunk to vacuum it and her husband never ask to have it vacuumed. Her husband watched them vacuum the inside of the car. The trunk was never opened. So at that point we know by watching the video [redacted] was not telling the truth. We feel she just wants us to pay for something we did not even do.

We talked to [redacted] from the glass shop, to find out the scratches could not be removed. He couldn't believe she thought we did this to her windshield, knowing what it takes to scratch a windshield.

[redacted] said [redacted] told him they were from Chicago and they talked about the drive out here. [redacted] said he believes the scratches are either from a ice scraper or a dirty gas station glass cleaner tool. He let [redacted] know it would cost around $150.00 to replace her windshield. [redacted] said she left and we never heard back from her until this Revdex.com letter.

Los Olivos Hand Car Wash has been in business for 25 years and have not encountered this type of complaint before.

Upon request [redacted] from the glass shop will be willing to verify this did not happen at Los Olivos Hand Car Wash.

[redacted] the woman who writes tickets is very disrepectful with hispanics, she has ah very BAD ATTITUDE ,just went there and I try to explain something to one of the guys and she came to to me screaming at me ,you dont talk to thim ,you talk to me ,what do you want,I told her,lower your voice and get out of my face please ,you have no manners oh education at all , even the empolyees around her noticed how disrepectful and arrogant she was that day , I bthink she is RACIST , I will not recomend that place any minority ,it was very sad that even the owner son back her up ! what that tell you ! ill never go there ever , I feel bad for the owner ,she is really good woman ,but she got the wrong people with her !

Review: On March 21, 2014, me and my husband took my car to Los Olivos Hand Cash. They scratched my car's front windshield. The scracthes are circular scratches going in two different directions that is consistent with someone wiping my window. Also, the trunk was torn from what appears that someone attempted to vacuum it. While at this hand car wash, we watched the same towels get washed and reused on vehicles being washed at this location. The manager told me that they do not use the same towels on vehicles and throw them away. In addition, we saw that different towels were used to wipe the widows on my car. The manager also told me that the same towel was used to wipe all of my windows. Later she said that different people use different towels to wipe the windows of cars.After I meet with the manager and the owner to access the damage to my car, they sent me to The Glass Shop to have my front windshield repaired/replaced. At The Glass Shop, I was told that the damage to windshield was great and required the car's front windshield to be replaced. To this day, I am still waiting for this business to authorize the repair to my car.Desired Settlement: I would like to request for a full refund of my money to my card and for my car's front windshield to be replaced without any further delay. In addition, I would like a check for the loss value of my car due to the damaged caused by this hand car wash.

Business

Response:

On Friday March 21st [redacted] did come into Los Olivos Hand Car Wash, where we did a low speed Buff & Wax.

[redacted] and her husband were happy when they left the car wash, they had no problems with our work.

[redacted] then called on Saturday and talked to [redacted] and said there's angel hair scratches on her windshield and that were not there when she came in on Friday. She said it came from the towels the guy was using . Then she went on saying they drove from Atlanta and when they stopped at every gas station they cleaned the windshield . She said when she left the car wash she went to get her oil changed and the guy there told her the scratches came from us. I ([redacted]) then told her someone will be calling her on Monday.

I ([redacted]) called her on Monday and left a message. She then returned my call the next day (Tuesday).

She told me that she watched the guys clean windows on cars that had cracks and did not throw the towels away. I told her we don't throw the towels away. She then told me that when a windshield has a crack the glass particles stick to the towels and that's how her windshield got scratched.

I then asked her where she got that information. She said she just knows. I informed her that I've worked in the auto glass field for 30yrs and that is not true. I explained if that was the case car washes would be replacing customers windshields all the time.

I then ask her to please come in and let me look at the windshield, because I was not here when it took place.

When [redacted] brought her car in we looked at the windshield. The windshield did have scratches in it. So I looked around at all the other windows on her car and no scratches on them. I pointed this out to her and even letting her know that this is the original windshield in her car and the car is six years old. She then went to say, that's because the guy who cleaned her windows did not clean her windshield. I then tried to explain we have lanes and each lane has one guy who cleans all the windows and windshields, so the same towels are used on all the glass on one car then he gets clean towels and goes to the next car. She then went to tell me that's not how it's done. So I went and got the owner because [redacted] was not happy with what I was explaining to her. Even though it was her first time in the car wash she was telling me how we finish cars.

[redacted] the owner came out to talk to [redacted] and was shocked by what [redacted] was saying. So we thought we

would try to help with her problem. We then called the glass shop and spoke to [redacted] the owner and he said if they are light enough he could get them out. So we gave [redacted] his number and address to take her car to him.

Then [redacted] opened her trunk and said we made marks in her carpet. She said she noticed them when her and her husband were taking there luggage out. I looked and said those marks are from dragging the luggage in and out (nice straight marks). I then let her know we do not vacuum trunks. She then said her husband asked to have it vacuumed. I said we would look on our video to see if it was vacuumed. [redacted] left to go to the glass shop.

Myself, the owner and [redacted] watched the video and never saw anyone open the trunk to vacuum it and her husband never ask to have it vacuumed. Her husband watched them vacuum the inside of the car. The trunk was never opened. So at that point we know by watching the video [redacted] was not telling the truth. We feel she just wants us to pay for something we did not even do.

We talked to [redacted] from the glass shop, to find out the scratches could not be removed. He couldn't believe she thought we did this to her windshield, knowing what it takes to scratch a windshield.

[redacted] said [redacted] told him they were from Chicago and they talked about the drive out here. [redacted] said he believes the scratches are either from a ice scraper or a dirty gas station glass cleaner tool. He let [redacted] know it would cost around $150.00 to replace her windshield. [redacted] said she left and we never heard back from her until this Revdex.com letter.

Los Olivos Hand Car Wash has been in business for 25 years and have not encountered this type of complaint before.

Upon request [redacted] from the glass shop will be willing to verify this did not happen at Los Olivos Hand Car Wash.

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.

This business is very unprofessional, unethical, and does not present the facts of what really happened. They can't seem to get their story straight between the lies they tell and the actually truth of what happened. If they check their call logs, they will find that I called the same day. If they check their memories, they will find that we noticed the scratches on the windshield the same day and thought they were water marks. Moreover the owner of the glass shop told me that those types of scratches happen all the time at the car wash. In addition, I called him to follow up on the repairs and he said he was waiting for the shop to authorize it. Also I followed up with the owner, and she said the manager would call me the next day. After I never heard from them again, that is when I filed the Revdex.com complaint. These people acknowledged in the damage that was done to my car at their business and sent me to a glass shop to get it repaired and failed to authorize the repair. This business claims to know a lot about glass, but it doesn't take a genius to know that a sharp object of any size can scratch glass. They also acknowledged that the scratches done to my car were not normal wear and tear and that they were done in a circular motion consistent with someone wiping the windshield. As I stated in my initial complaint, we witnessed a different person wiping the side car windows. He went and got brand new towels to do so. The professional thing to do is to refund my money because I was not pleased with your service. The professional thing to do is to authorize the repair to my windshield. As I communicated to this business that my car is 6 years old and has been maintained by the dealership. My car was thoroughly checked and inspected prior to driving from one state to the next. There were no scratches on my windshield until it got washed at this location. It is my hope that this business looks at the facts and not lying their way out a situation that they know is common to their business. I will not debate the facts or address heresy and lies. Thank you.

Regards,

[redacted]

Business

Response:

Los Olivos Hand Car Wash has been a member of the Revdex.com for 25 years.

We have a great reputation with our customers, this is why we've been in business for over 25 years.

We're sorry that Mrs. [redacted] feels that her windshield problem occurred here. I've been in business for 25 years and not once have I had this type of problem occur.

If and when we have a problem, that Los Olivos Hand Car Wash has caused, I take care of the problem right away.

We truly feel this problem did not occur at Los Olivos Hand Car Wash. Because we believe in good customer service. We sent [redacted] to the glass shop for help, as you know in the letter the owner of the glass shop confirms the scratches are not in a circular motion , and they are not all over the windshield or any other of the windows.

The best we can do for [redacted] is refund her $44.99 that she paid on the day of her visit.

Thank you for your time.