Mount Vernon Towing

Initial Business Response / [redacted] (1000, 6, 2015/08/05) */ Our manager's version of events differ from the customer complaintOur manager offered to have the customer wait in our air conditioned lobby to which he claims the customer replied in a rude manner saying that she didn't want to drag everyone out of the carOur manager told her that was fine and proceeded to begin the serviceHowever the smog machine had a notification that a "leak test" was needed at that moment, a test that must be done intermittently and must be performed before a smog test can be doneThis is a brief test taking roughly one minute to completeOur manager started this leak test when another customer pulled upRather than pull an employee from one of their other duties our manager greeted this new customerWe counseled our manager and told him that he should have called one of his employees to greet the new customerAt this time the first customer became very agitated screaming and cursing at our manager and in her words, attempted to "help him" by pressing buttons on our smog machineOur manager then told the customer to stop touching the machine and the customer continued screaming and cursing at him and said "Maybe I'll just leave." To which our manager said, "Fine, you can just leave." Then the customer demanded that he finish the serviceThe service had actually not begun because the manager had to perform a leak test as the machine required and the customer mistook this "test complete" message for the smog test itselfThe customer then backed up her car and her passenger leaned out the window flipping our manager the bird with both hands, screaming and cursingClearly the two version of events varyFortunately our facility is covered in video cameras and we were able to view the entire exchange and it is clear that our manager's version of events is correctOur manager has been employed for one year with our company and during this time he has had no behavior or disciplinary issues, or any customer complaints of any kindOn the contrary he has done an excellent job, displayed excellent customer service skills and has demonstrated an even temper under pressure many timesWhile we feel that our manager made a mistake by greeting the second customer, we do not feel that the behavior of the first customer (who has filed the complaint) was proportional or in any way appropriateIt is our position that we will not tolerate the abuse, physical or verbal, of our employeesThis customer has been contacted by phone by our owner and all of this has been explained to herWe will not be offering any apology, store credit, or further explanation to herIt is not our desire to retain her business and if she were to return to our facility for service she would be refusedLet it also be known that the customer contacted the [redacted] to file complaint against us and as of 8/5/2015, the [redacted] inspector has absolved our company of any wrong doing Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/08/06) */ Unfortunately and unsurprisingly - almost none of the business's version of events is truePlease see my rebuttal below "Our manager offered to have the customer wait in our air conditioned lobby to which he claims the customer replied in a rude manner saying that she didn't want to drag everyone out of the car" --> this offer was never made, and again, I had no reason to be rude to the manager until he walked away from the transactionI stand by my assertion that I was nothing but polite to [redacted] until I felt wronged and ignored " However the smog machine had a notification that a "leak test" was needed at that moment, a test that must be done intermittently and must be performed before a smog test can be doneThis is a brief test taking roughly one minute to completeOur manager started this leak test when another customer pulled up." --> It would have been nice if the manager would have communicated any of this to be during the transaction, so I could better understand what was going on, unfortunately he did not " Rather than pull an employee from one of their other duties our manager greeted this new customerWe counseled our manager and told him that he should have called one of his employees to greet the new customer." --> as I explained to [redacted] when he called - there were several (at least 3) other employees milling about available to meet this customer, who did not " At this time the first customer became very agitated screaming and cursing at our manager and in her words, attempted to "help him" by pressing buttons on our smog machine." --> As I explained, first I implored him politely and sensibly, and I was ignoredThen, and only then, did my interaction become annoyed and heated "Our manager then told the customer to stop touching the machine and the customer continued screaming and cursing at him and said "Maybe I'll just leave." --> I did not scream OR curseThe only thing I said was "I have a week-old baby in a hot carIf you are going to ignore me I am going to help you." " To which our manager said, "Fine, you can just leave." Then the customer demanded that he finish the serviceThe service had actually not begun because the manager had to perform a leak test as the machine required and the customer mistook this "test complete" message for the smog test itselfThe customer then backed up her car and her passenger leaned out the window flipping our manager the bird with both hands, screaming and cursing." --> my passenger (mother) did get very heated, and I cannot control her behavior, but her anger really is only indicative of how we were treated prior to leaving, which was rudely and poorly "Clearly the two version of events varyFortunately our facility is covered in video cameras and we were able to view the entire exchange and it is clear that our manager's version of events is correct." --> It is unfortunate that despite [redacted] admitting that he was not present for the interaction, and he did not hear the actual interaction though he was able to view it on his cameras, that he is so sure of the "facts"I have no reason to lie about what actually transpired, and certainly wouldn't carry out my complaint this far (online reviews, Revdex.com complaint, and [redacted] complaint) if I didn't feel secure in my version of events and that I was wronged "Our manager has been employed for one year with our company and during this time he has had no behavior or disciplinary issues, or any customer complaints of any kindOn the contrary he has done an excellent job, displayed excellent customer service skills and has demonstrated an even temper under pressure many timesWhile we feel that our manager made a mistake by greeting the second customer, we do not feel that the behavior of the first customer (who has filed the complaint) was proportional or in any way appropriateIt is our position that we will not tolerate the abuse, physical or verbal, of our employeesThis customer has been contacted by phone by our owner" --> I was not contacted by the owner, only by ***'s manager, [redacted] It is my position that I will not tolerate abuse, physical or verbal, FROM his employees, hence this extensive complaint "We will not be offering any apology, store credit, or further explanation to herIt is not our desire to retain her business and if she were to return to our facility for service she would be refused" --> To be clear, I certainly have no intention of returning to receive any services from this store, and find it laughable that they wish to turn away any customers at all - but I will assist them in that endeavor by continuing to inform people of their wrong doing, poor attitude and customer serviceAs I explained to [redacted] when he called me - I had certainly at at least expected the "benefit of the doubt", and expecting as a customer service rep, he came from the school of the "customer is always right" I guess not in this case! "Let it also be known that the customer contacted the [redacted] to file complaint against us and as of 8/5/2015, the [redacted] inspector has absolved our company of any wrong doing.+ --> while I am not sure if they have been "absolved" when I discussed the case when contacted by [redacted] from emissions at the [redacted] - she actually enlightened by telling me that there had been complaints filed about this smog check in the past certainly not surprising As far as I am concerned - this ends here - why I expected a different response from a company who would treat me this way in the first place, I don't knowUnfortunately it has been reduced to a "he said she said" scenario instead of a professional customer service discourse But at the end of the day I attempted to patronize Winner's Crossing for a very simple service, which they refused to provide, treated a customer like dirt, endangered a small child's well being, and they accept no part of blame and see no need to change / apologize or improveAgain, certainly there is no reason for me to return here, but I will do my part to protect other consumers from this horrible company

Initial Business Response /* (1000, 6, 2015/08/05) */
Our manager's version of events differ from the customer complaint. Our manager offered to have the customer wait in our air conditioned lobby to which he claims the customer replied in a rude manner saying that she didn't want to drag everyone...

out of the car. Our manager told her that was fine and proceeded to begin the service. However the smog machine had a notification that a "leak test" was needed at that moment, a test that must be done intermittently and must be performed before a smog test can be done. This is a brief test taking roughly one minute to complete. Our manager started this leak test when another customer pulled up. Rather than pull an employee from one of their other duties our manager greeted this new customer. We counseled our manager and told him that he should have called one of his employees to greet the new customer. At this time the first customer became very agitated screaming and cursing at our manager and in her words, attempted to "help him" by pressing buttons on our smog machine. Our manager then told the customer to stop touching the machine and the customer continued screaming and cursing at him and said "Maybe I'll just leave." To which our manager said, "Fine, you can just leave." Then the customer demanded that he finish the service. The service had actually not begun because the manager had to perform a leak test as the machine required and the customer mistook this "test complete" message for the smog test itself. The customer then backed up her car and her passenger leaned out the window flipping our manager the bird with both hands, screaming and cursing. Clearly the two version of events vary. Fortunately our facility is covered in video cameras and we were able to view the entire exchange and it is clear that our manager's version of events is correct. Our manager has been employed for one year with our company and during this time he has had no behavior or disciplinary issues, or any customer complaints of any kind. On the contrary he has done an excellent job, displayed excellent customer service skills and has demonstrated an even temper under pressure many times. While we feel that our manager made a mistake by greeting the second customer, we do not feel that the behavior of the first customer (who has filed the complaint) was proportional or in any way appropriate. It is our position that we will not tolerate the abuse, physical or verbal, of our employees. This customer has been contacted by phone by our owner and all of this has been explained to her. We will not be offering any apology, store credit, or further explanation to her. It is not our desire to retain her business and if she were to return to our facility for service she would be refused. Let it also be known that the customer contacted the [redacted] to file complaint against us and as of 8/5/2015, the [redacted] inspector has absolved our company of any wrong doing.
Initial Consumer Rebuttal /* (3000, 10, 2015/08/06) */
Unfortunately and unsurprisingly - almost none of the business's version of events is true. Please see my rebuttal below.
"Our manager offered to have the customer wait in our air conditioned lobby to which he claims the customer replied in a rude manner saying that she didn't want to drag everyone out of the car" --> this offer was never made, and again, I had no reason to be rude to the manager until he walked away from the transaction. I stand by my assertion that I was nothing but polite to [redacted] until I felt wronged and ignored.
" However the smog machine had a notification that a "leak test" was needed at that moment, a test that must be done intermittently and must be performed before a smog test can be done. This is a brief test taking roughly one minute to complete. Our manager started this leak test when another customer pulled up." --> It would have been nice if the manager would have communicated any of this to be during the transaction, so I could better understand what was going on, unfortunately he did not.
" Rather than pull an employee from one of their other duties our manager greeted this new customer. We counseled our manager and told him that he should have called one of his employees to greet the new customer." --> as I explained to [redacted] when he called - there were several (at least 3) other employees milling about available to meet this customer, who did not.
" At this time the first customer became very agitated screaming and cursing at our manager and in her words, attempted to "help him" by pressing buttons on our smog machine." --> As I explained, first I implored him politely and sensibly, and I was ignored. Then, and only then, did my interaction become annoyed and heated.
"Our manager then told the customer to stop touching the machine and the customer continued screaming and cursing at him and said "Maybe I'll just leave." --> I did not scream OR curse. The only thing I said was "I have a week-old baby in a hot car. If you are going to ignore me I am going to help you."
" To which our manager said, "Fine, you can just leave." Then the customer demanded that he finish the service. The service had actually not begun because the manager had to perform a leak test as the machine required and the customer mistook this "test complete" message for the smog test itself. The customer then backed up her car and her passenger leaned out the window flipping our manager the bird with both hands, screaming and cursing." --> my passenger (mother) did get very heated, and I cannot control her behavior, but her anger really is only indicative of how we were treated prior to leaving, which was rudely and poorly.
"Clearly the two version of events vary. Fortunately our facility is covered in video cameras and we were able to view the entire exchange and it is clear that our manager's version of events is correct." --> It is unfortunate that despite [redacted] admitting that he was not present for the interaction, and he did not hear the actual interaction though he was able to view it on his cameras, that he is so sure of the "facts". I have no reason to lie about what actually transpired, and certainly wouldn't carry out my complaint this far (online reviews, Revdex.com complaint, and [redacted] complaint) if I didn't feel secure in my version of events and that I was wronged.
"Our manager has been employed for one year with our company and during this time he has had no behavior or disciplinary issues, or any customer complaints of any kind. On the contrary he has done an excellent job, displayed excellent customer service skills and has demonstrated an even temper under pressure many times. While we feel that our manager made a mistake by greeting the second customer, we do not feel that the behavior of the first customer (who has filed the complaint) was proportional or in any way appropriate. It is our position that we will not tolerate the abuse, physical or verbal, of our employees. This customer has been contacted by phone by our owner" --> I was not contacted by the owner, only by [redacted]'s manager, [redacted]. It is my position that I will not tolerate abuse, physical or verbal, FROM his employees, hence this extensive complaint.
"We will not be offering any apology, store credit, or further explanation to her. It is not our desire to retain her business and if she were to return to our facility for service she would be refused" --> To be clear, I certainly have no intention of returning to receive any services from this store, and find it laughable that they wish to turn away any customers at all - but I will assist them in that endeavor by continuing to inform people of their wrong doing, poor attitude and customer service. As I explained to [redacted] when he called me - I had certainly at at least expected the "benefit of the doubt", and expecting as a customer service rep, he came from the school of the "customer is always right" ... I guess not in this case!
"Let it also be known that the customer contacted the [redacted] to file complaint against us and as of 8/5/2015, the [redacted] inspector has absolved our company of any wrong doing.+ --> while I am not sure if they have been "absolved" ... when I discussed the case when contacted by [redacted] from emissions at the [redacted] - she actually enlightened by telling me that there had been complaints filed about this smog check in the past ... certainly not surprising.
As far as I am concerned - this ends here - why I expected a different response from a company who would treat me this way in the first place, I don't know. Unfortunately it has been reduced to a "he said she said" scenario instead of a professional customer service discourse.
But at the end of the day ... I attempted to patronize Winner's Crossing for a very simple service, which they refused to provide, treated a customer like dirt, endangered a small child's well being, and they accept no part of blame and see no need to change / apologize or improve. Again, certainly there is no reason for me to return here, but I will do my part to protect other consumers from this horrible company.