Mt. Vernon Car Wash

Review: I have lived in this area for over 20 years and have been using this car wash along with 2 other vehicles in my household almost bi-weekly during the warm months. I have a [redacted] and pay an average of $40 per visit on the wash, tip and air fresheners. The service has been mediocre at best however for a quick run through I have dealt with it. I've overlooked the fact that I have to go behind them to improve things but I used them as a means to initiate cleaning my truck up.

Today I just left [redacted] getting new tires and my state inspection. Windshield wipers are part of that inspection and I would not have passed with any issues. [redacted] did a walk through of my car before I left. Everything was great. I left there and came here to get a car wash. When I left I immediately noticed my windshield wiper was flapping in the wind and the medal was poked up into the air. It was clearly damaged here by the machine or their personnel. I made a quick U turn in front of the store and returned within seconds. I politely approached the owner [redacted] who looked at it and walked away from me, not saying a word. Confused, I followed her inside and she saw I was waiting. She waved me off rudely and said talk to my husband. I walked him outside very politely explaining again and showed him what happened. Explaining to him that I just left getting a state inspection and drove straight here. I would have noticed the flapping immediately as I did leaving this car wash so I know it happened just now.

He said we have a sign outside. I asked what did that mean. He said read it in a rude tone. He walked away from me. I grabbed my wallet and showed him my frequent cards which one was filled full and the other was half full. I explained to him Im a frequent customer and not someone trying to get over on him. I just wanted an acknowledgement and an idea to assist with this problem that they caused. I would have accepted a free car wash, hand full of air fresheners or to go fix it and bring back in my receipt. He offered NOTHING and kept walking away from me.

I said Oh so you aren't going to do anything? He shook his No and kept walking away from me. I made sure I calmly told everyone who was sitting there that they damaged my wiper and didn't care about it. He got smart with me and asked If I needed a mic. WOW! They are really lacking in customer service skills.

So lets do the math. For my truck alone, $40 x 26 weeks a year on average for 20 years is about $20,000 in car washes and that's not to mention the other 2 cars we also send there. To fix my wiper it was $18. So they lost about $20,000 for the next 20 years for $18. I don't think their math nor decision making is very smart. Not good business people at all.

They are rude, lack customer service skills and do not take ownership for their responsibilities.Desired Settlement: I want a refund for today's service, which was $31.94, paid for on my credit card. xx[redacted].

Business

Response:

June 25, 2014Dear [redacted]:Complaint ID# [redacted]Good afternoon. We have a sign in the back for customer’s responsibility. You said, that you are longtime customer. We have refunded full amount that you desired which also includes the merchandise added. We attach copy of refund check to the customer. Thank you.' Hope to have good customer with you.We look forward to serving you again soon.Sincerely,