Mike's Auto Spa

Mikes Auto Spa rejects your claim that the damage was caused by equipment used in our car wash tunnelAs explained to Mr*** at the time of the report of damageNo vehicle damage was observed or later reported to any of the cars washed that dayThe Manager inspected the car that was
directly in front of Mr*** vehicle and the Vehicle behind his carNo damage was observed or reported by the owner of the vehicleFurther inspection of the car wash reveled that there was no damage to the wash wraps and all safety pads were in place ( these are the devices that clean the wash fingers from debris and hold the drum assembly away from the vehicle in all *** Car wash Equipment *** *** and *** Side WashersFurthermore the rotation of the Passenger side washers is Clockwise which allows the wash assembly to glide away from the vehicle as it travels down the conveyor at a speed of MPHAs noted in the scratches that are clearly shown to have multiple angles and penetration points that appear to repeat in some spots along the body of the vehicle and not others would to most people indicate that this was not done with a mechanical device but rather a non mechanical movementMechanical device would indicate a more repeated pattern all at the same height and shape as the washer rotation would be the same at all timesThirdly the depth of the scratches indicate that a tremendous amount of force or a sharp item was used to cause the damageThe scratches were all deep penetrating type marks that went into the metal of the vehicleThese types of scratches are impossible for the car wash equipment to cause due to the clockwise rotation of the washer that is designed to move with the car body not against the car bodyThe wash fingers are attached to the wash drum by plastic clips no metal is used to attach the wash fingers or protective padsThis is why our Manager noted the marks on the outside of Mr***’s vehicle were similar in nature to a car that was vandalized with a metal instrument like a keyFrom our inspection of the video cameras it was noted that Mr*** vehicle was covered in a white salt chalky residue commonly seen on vehicles after a *** winter stormWhen the vehicle came into the entrance of the tunnel the sales person and loader did not notice any scratches on the side of the vehicle due to the residue that hid the paint and the white color of the scratches as shown in the picture you provided in your letterIt is impossible during the winter months in *** to visibly inspect all cars for damage prior to entering the tunnelHowever, Mikes Auto spa prides its self on accepting responsibility for most damage that may have occurred in the wash process unlike our competitors when there is uncertainty as to if the equipment or man power used in the wash process caused the damageIn this case after a tremendous amount of investigation it was determined that neither the tunnel equipment nor any employee of Mikes Auto Spa caused this damageThis is why we rejected the claimDespite Mikes Auto Spa rejecting the damage claim we highly recommended to Mr*** that he visit our Auto Repair Shop that we have a relationship with to obtain their opinion as to the source of the damage and to obtain an estimate for the damage that would have been discounted due to our Business to Business relationshipCompetitions Choice and Paint, is very familiar with our equipment design and type of damage that may occur since they have been our Auto Collision Repair Company since If Mr*** wishes to consult or get a second opinion as to the cause or cost of the repair he may do so by contracting them directly at *** ***Despite our effort to meet Mr*** needs to find a solution to this matter he chooses to seek repairs to another repair shop and to file a complaint with the Revdex.comMikes Auto Spa is very interested in reaching a resolution to this matter but at this time we feel it is to our companies best interest to hand this matter over to our insurance company to have their legal team and resolutions team solve this issue moving forwardFurthermore Mr*** has contacted an attorney *** *** and we have previously resounded to his letter to Mr***

Initial Business Response /* (1000, 5, 2015/07/01) */
Case Number : XXXXXXXX
The customer came into our *** Location Car Wash and Detail Center on June 8thAfter speaking with the employees and manager, they said that after customer operated his vehicle thru our car wash tunnel, after the
car wash washed the customer was guided into full service bay in order for our employees to complete the service the customer purchased, interior detail
Prior to our employees doing the detail the vehicle was inspected and the customer signed the inspection reportDuring several areas of the vehicle were marked as prior damage including a rock chip in the windshield that had begun to crack in the darken out portion of the windshield( Please see Inspection report and pictures attached)Also please note that the customer signed the inspection which includes a disclaimer stating the Company is not responsible for rock chips or other prior damage to the vehicle
The service was completed and the customer went through the vehicle with the store manager as is the policy with all detail services*** *** stated the customer was very pleased with the service and returned the keys to the customerCustomer left satisfied with the job
About or min later customer came back to the car wash claiming that we chipped and cracked the windshield, the manager on duty told him that if he would like they can get a damage report form filled out ( please see damage form attached )At no time did the customer state the service we provided was poor or not up to his satisfaction
The manager made the customer aware that she would submit the form to our Customer Service Center and that *** would be in touch with him in the next few daysUpon review of the damage report, employee interview and review of the photos of the cracked windshield it was determined by our Customer Service department and the owner of the Company, *** *** that the damage was a pre-condition and was not the fault of our car wash tunnel or the employees performing the service requested by the customer
Rock Chips are a continual problem for car wash companies due to the nature of a chip to crack at any time it is unpredictable and is outside of our responsibilityThe rock chip was noted on the inspection log prior to performing any serviceThe customer was made aware of this policy and all of the documents, interviews and customer care resolution practices
At this time we regretfully deny the customers claim that we performed the service to his car poorly and believe he is simply attempting to be compensated by our company in order for him to pay for his cracked windshield
If you need any additional information please feel free to give me a call
Thank you,
Initial Consumer Rebuttal /* (3000, 7, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Almost all of these claims are falseThe prior damage section of the form was filled out after I had signed the form, which is probably very illegalI had to sign that form before I even went through the wash and there was no inspection performed at that timeI was absolutely not pleased when I left the store and I didn't even leave the property because I noticed right away there as a major crack on my windshieldThe employees at the time would not tell me anything and simply had me fill out some inadequate form and said someone would be in contactThere was no manager on duty and I had to reach out to the companyNo one reached out to me! I was never made aware of any policies or practices because the employees were rushed and seriously understaffedI'm trying to reach compensation for their horrible customer service practices
Final Consumer Response /* (4200, 19, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nope
Final Business Response /* (4000, 21, 2015/08/17) */
As we have told and provided you with everything we have on why it is we are denying the customers claimWe will no longer be dealing with this matter
If you have any further questions please give me a call
Thank you
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