First, I would like to thank you for allowing me to officially respond to this complaint and to have a chance to resolve this issue. Francis and Sons is a neighborhood car wash and we value your comments and take care of our customers. I first was made aware of this issue by [redacted]...
[redacted], She instructed me that this was her vehicle and explained the problem to me. I informed her of our company policy and that it states, we do not remove any stickers from the vehicle unless instructed by the customer. I told her I would investigate the issue with the manager and employees involved and would get back with her in a couple of days.
Upon my investigation, I found that our service advisor wrote on the vehicles window, remove stickers from window, and that you informed the detail technician to remove the stickers also, I then received a phone call a few days later, from you asking what we were going to do about this issue. After you explained to me who you were and what the concern was about, I then explained our policy for removal of window stickers also. You sent me a picture of your state inspection receipt and I informed you I would inform the owner about the situation and their position was the same as I had informed you in our telephone conversation. I then sent you a response to your complaint on our web site, again explaining our position on this issue.
I can understand you frustration and as a courtesy to you, I would like to offer you a wash and detail service in the same value of the cost of you state inspection sticker of $120. I understand that you do not live Arizona, but my offer stands whenever you return to Arizona.
Thank you,
** [redacted]
General Operations Manager
Francis and Sons LLC.,
The manager of this place (Alma School/Baseline) needs to be terminated flat out. I've overheard him being rude to employees on more than one occasion. Hardly anyone here speaks English so you can't complain or even give compliments because they all look at you like you are stupid? Its ridiculous. I live in the apartments down the street and I have seen the same employees working from 7 am to 6 at night. That is ridiculous and overworking employees. Managers eat and even smoke in front of customers! The short guy [redacted], just yells at people and goes to his office. He is taking way to much advantage of his authority. He needs to start treating people with respect or be fired. Especially his employees, oh yeah and hire someone that speaks ENGLISH !!! customer Service here sucks.will be going to a different location.
August 24, 2015Revdex.com[redacted]
[redacted]Re: Complaint #[redacted] To Whom It May Concern:I met with [redacted] on July 3, 2015...
at the location where the alleged damage happened. [redacted] had left the facility and realized that her rear brake light cover was missing so she returned to the carwash to see if it happened there. The site manager went to inspect in the wash tunnel and he located the brake light cover by the air dryers and brought it out to [redacted]. At that point I was very clear that the company would not be paying for the repairs to the vehicle for the following reasons: 1. The plastic brake light cover showed aging and sun damage. After all it is almost 11 years old. 2. Where the screws go, there were some small cracks that to me showed signs of over-tightening which only gets worse with time. Also the seal (because of the age) had lost its’ adhesiveness which made the cover separate from the base. 3. Most importantly, I showed her that we have two signs clearly marked that Francis and Sons is not responsible for loose parts that could come off during the wash process. [redacted] understood and she expressed her concern with the brake light not being operational as she was headed out of town and her other rear tail light was also out. I sent her over to our lube shop and had the manager replace the bulb free of charge. In addition I offered to locate a used or after market replacement part and I offered to install it at no charge, she would only pay for the part. She thanked me but declined and said her mechanic would fix it and he could do the same. I told her that there would be no money in it for him as he does that for a living and I would be doing it as a courtesy only. It is standard to mark up parts at mechanic shops. She said he would take care of it as they had a long time relationship. A few days later [redacted] called me very upset and demanded that Francis and Sons pay for the repairs. I reminded her of our conversation and instead she became even more upset. We went one step further and are willing to order the after market part and install it as a courtesy to finalize this claim. In conclusion, we stand by our original assessment that the part was loose and that is why it fell off during the wash. [redacted] called [redacted] on 8-24-15 but his call has not been returned. However, we are still willing to replace the part with an after market one not as an admission of guilt but as a customer courtesy only. Sincerely, [redacted]General Operations ManagerFrancis and Sons LLC.
Francis and Sons Car Wash might is the most unethical business I've ever seen. Yesterday they stole my wife's radar detector from her SUV. The manager blamed us for not reporting it immediately. He said that they saw a radar detector but now they can't find it. We asked for a replacement or money to buy new radar detector and he said he couldn't do that. Also, they use high pressure sales tactics on the elderly. Specifically their glass repair people. They intentionally damage your vehicle in order to point out repair to the paint, glass, rims, etc.. The owners of this company should be put in jail. AVOID AT ALL COSTS!
This company scratched my brand new vehicle that I haven't even owned a month and refused to take responsibility for their actions. The response that I got from the so called manger was there is no way we could scratch a vehicle, we detail vehicles all day and never scratch them. I would not trust this company with your vehicle because if they damage it you're left to pay for it.
First, I would like to thank you for allowing me to officially respond to this complaint and to have a chance to resolve this issue. Francis and Sons is a neighborhood car wash and we value your comments and take care of our customers. I first was made aware of this issue by [redacted]...
[redacted], She instructed me that this was her vehicle and explained the problem to me. I informed her of our company policy and that it states, we do not remove any stickers from the vehicle unless instructed by the customer. I told her I would investigate the issue with the manager and employees involved and would get back with her in a couple of days.
Upon my investigation, I found that our service advisor wrote on the vehicles window, remove stickers from window, and that you informed the detail technician to remove the stickers also, I then received a phone call a few days later, from you asking what we were going to do about this issue. After you explained to me who you were and what the concern was about, I then explained our policy for removal of window stickers also. You sent me a picture of your state inspection receipt and I informed you I would inform the owner about the situation and their position was the same as I had informed you in our telephone conversation. I then sent you a response to your complaint on our web site, again explaining our position on this issue.
I can understand you frustration and as a courtesy to you, I would like to offer you a wash and detail service in the same value of the cost of you state inspection sticker of $120. I understand that you do not live Arizona, but my offer stands whenever you return to Arizona.
Thank you,
** [redacted]
General Operations Manager
Francis and Sons LLC.,
The manager of this place (Alma School/Baseline) needs to be terminated flat out. I've overheard him being rude to employees on more than one occasion. Hardly anyone here speaks English so you can't complain or even give compliments because they all look at you like you are stupid? Its ridiculous. I live in the apartments down the street and I have seen the same employees working from 7 am to 6 at night. That is ridiculous and overworking employees. Managers eat and even smoke in front of customers! The short guy [redacted], just yells at people and goes to his office. He is taking way to much advantage of his authority. He needs to start treating people with respect or be fired. Especially his employees, oh yeah and hire someone that speaks ENGLISH !!! customer Service here sucks.will be going to a different location.
August 24, 2015Revdex.com[redacted]
[redacted]Re: Complaint #[redacted] To Whom It May Concern:I met with [redacted] on July 3, 2015...
at the location where the alleged damage happened. [redacted] had left the facility and realized that her rear brake light cover was missing so she returned to the carwash to see if it happened there. The site manager went to inspect in the wash tunnel and he located the brake light cover by the air dryers and brought it out to [redacted]. At that point I was very clear that the company would not be paying for the repairs to the vehicle for the following reasons: 1. The plastic brake light cover showed aging and sun damage. After all it is almost 11 years old. 2. Where the screws go, there were some small cracks that to me showed signs of over-tightening which only gets worse with time. Also the seal (because of the age) had lost its’ adhesiveness which made the cover separate from the base. 3. Most importantly, I showed her that we have two signs clearly marked that Francis and Sons is not responsible for loose parts that could come off during the wash process. [redacted] understood and she expressed her concern with the brake light not being operational as she was headed out of town and her other rear tail light was also out. I sent her over to our lube shop and had the manager replace the bulb free of charge. In addition I offered to locate a used or after market replacement part and I offered to install it at no charge, she would only pay for the part. She thanked me but declined and said her mechanic would fix it and he could do the same. I told her that there would be no money in it for him as he does that for a living and I would be doing it as a courtesy only. It is standard to mark up parts at mechanic shops. She said he would take care of it as they had a long time relationship. A few days later [redacted] called me very upset and demanded that Francis and Sons pay for the repairs. I reminded her of our conversation and instead she became even more upset. We went one step further and are willing to order the after market part and install it as a courtesy to finalize this claim. In conclusion, we stand by our original assessment that the part was loose and that is why it fell off during the wash. [redacted] called [redacted] on 8-24-15 but his call has not been returned. However, we are still willing to replace the part with an after market one not as an admission of guilt but as a customer courtesy only. Sincerely, [redacted]General Operations ManagerFrancis and Sons LLC.
Francis and Sons Car Wash might is the most unethical business I've ever seen. Yesterday they stole my wife's radar detector from her SUV. The manager blamed us for not reporting it immediately. He said that they saw a radar detector but now they can't find it. We asked for a replacement or money to buy new radar detector and he said he couldn't do that. Also, they use high pressure sales tactics on the elderly. Specifically their glass repair people. They intentionally damage your vehicle in order to point out repair to the paint, glass, rims, etc.. The owners of this company should be put in jail. AVOID AT ALL COSTS!
This company scratched my brand new vehicle that I haven't even owned a month and refused to take responsibility for their actions. The response that I got from the so called manger was there is no way we could scratch a vehicle, we detail vehicles all day and never scratch them. I would not trust this company with your vehicle because if they damage it you're left to pay for it.