Luxury Line Car Wash

Initial Business Response / [redacted] (1000, 14, 2015/09/08) */ Hello ***, There is a sign posted that states the book of tickets are good for one yearThat time period has expiredAccording to the owner the tickets were purchased in June and he states that the expired washes are not valid at this timeWe apologize and hopefully we can make something work for this customer

Initial Business Response /* (1000, 10, 2016/05/17) */
RE: Missing Car Floor Mats
We here at Luxury Car Wash do not deny having misplaced this customers car floor matsIn fact, we brought it to her attention upon her return from her appointmentWe had accidentally placed the mats into another
customer vehicle (a van)We offered similar mats at that time, but she insisted that she had BMW XOEM floor mats in her vehicleThe person who cleaned the mats said that the mats were of a generic natureAfter checking our video, we found no evidence supporting her claimWe also concluded that if the mats were "BMW XOEM floor mats" then they would have said "BMW" on them and there would be no way we could have accidentally placed them into a van or any other vehicleSo you see it's not that we haven't tried to resolve this issueThe customer is simply trying to take advantage of the situation
Thank you
(Claims management)
Initial Consumer Rebuttal /* (3000, 12, 2016/05/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Indeed, there is no way that Luxury Car Wash could deny losing the matsI visited your establishment with a reasonable expectation that my car would be cleaned and that I would not be negatively affected as a result of the services you providedThat being the case, your establishment did not meet those expectationsWhile you did notify me of the loss, that is your responsibility to do soAs a customer, it is reasonable to expect that when you pay a service fee, you will obtain the services provided with incurring any lossA customer should leave your establishment in the same or a better condition than before their visit, given that you are in the service industry and I paid a fee to have services provided
Although the establishment makes the assertion that there is no evidence to support that the mats were OEM Xmats, that assertion is unfoundedIn fact, there are a number of mats that are available for purchase that are OEM Factory Mats that do not say BMW on themFor your reference, I have included a sample below:
http://www.ebay.com/itm/XX-XX-XX-XX-XX-BMW-X3-F25-BLACK-CARPET-FLOOR-MATS-OEM-FA...⇄ /> http://www.ebay.com/itm/XXXX-XXXX-BMW-X5-BLACK-COLOR-FLOOR-MATS-OEM-/XXXXXXXXXXX...⇄ /> The service provider should not be in a position to veto the authenticity of the mats I had in my vehicleWhen I inquired, the establishment did not pull the video, despite saying that they did so in their responseI am happy to provide record that my vehicle is, in fact a BMW, and was purchased with the authentic matsThe establishment can make the assumption that because their employee does not recall seeing BMW on the mats establishes that they are not OEM mats, but that is not supportedTherefore, their claim, is false
Furthermore, while the establishment did offer mats that were on hand at the car wash as a form of replacement, they were not of like quality or colorThat being the case, it is unsatisfactory to assume that a dissimilar mat, of lesser quality would be an acceptable form of compensationI provided the service provider with two options, pay me the amount necessary to replace the mats, which would put me in the same position I would have been but/for my visit to Luxury Car Wash, or go to a local seller to purchase like quality matsThe establishment did not offer me either of those optionsThe only concession that was provided was either a $car wash, or mats that were available at the establishment from a similar circumstance where they placed the mats in the wrong car, which were of lesser quality, did not fit my car, and did not matchThese options were unacceptable in my opinionI visited the Luxury Car Wash with an expectation that my vehicle would be cleanedI paid the fee, expected my mats would be shampooed and returned to meHowever, that did not occur, and the establishment did not offer an acceptable replacement for their errorThey are not taking accountability for their mistake and are offering poor customer service

Initial Business Response /* (1000, 14, 2015/09/08) */
Hello [redacted],
There is a sign posted that states the book of tickets are good for one year. That time period has expired. According to the owner the tickets were purchased in June 2014 and he states that the expired washes are not valid at...

this time. We apologize and hopefully we can make something work for this customer.