Old Grove Shell

Revdex.com,Thank you for your request for a reply to customer complaint ID [redacted] .Old Grove Shell prides itself on customer service and takes customer complaints very seriously.We have a policy of accepting responsibility for reasonable damage caused by a malfunction of our car wash equipment.We can understand the customer’s emotional reaction to damage she later discovered on her car, but her account of the mentioned encounter is inaccurate.Regarding this complaint, I was asked by the station manager to examine a car that this customer felt had been damaged earlier that dayby a malfunction of our car wash equipment.The manager had inspected the car prior to informing me of the situation.He felt the car wash could not have caused the damage reported by the customer.As I started my own examination, the customer continually said that she was not happy and repeatedly emphasized that she had four educational degrees.However, we treat all customer complaints with the same level of professionalism and respect, regardless of the educational level a customer may have.She first pointed out a dent and a scratch on the passenger side in front of the door.I asked the customer if she felt the dent or the scratch was caused by the car wash.She claimed that the dent and the scratch were caused by the car wash.I explained that it looked like the car had hit something such as a pole, but our car wash has only "soft touch" fabric and there are no poles or other equipment that could create such an impact to cause adent.Next, the customer showed me scuffs down the passenger side of the car, scratches on the rear bumper area, scuffs on the drivers side, and marks on the hood — all of which she claimed were attributable to a malfunction of the car wash.I explained that every roller in the wash would have to have a problem in order for the car to have scratches or scuff marks along every major area of the car, but as for the dent, there was nothing in the car wash that would strike the car hard hard enough to create adent.I even invited the customer to watch a car go through the wash.As we watched, I asked if she saw anything that would cause all this damage.She said that she didn’t.Subsequent to her claim, we monitoredapproximately five cars that went through the car wash and checked for any damage — there was noneBecause we take our customer satisfaction very seriously, we even asked the owners of those cars about their impression of the quality of the car wash.All of the customers were very satisfied, and some said that it was best in the area.I even drove my own car through the wash at the end of day and also had no issues.The car wash equipment is just over one year old and is checked daily.The wash equipment has sensors to report a malfunction to a monitor.The monitor showed no problems.We have had no reports of damage since the new equipment was installed (until this complaint), and since the alleged incident, there have been no changes or repairs done to the equipment in the car wash, yet we have received no further complaints.The car wash has continued to function properly and operate on a daily basis.The station manager also spoke to the other “customers" she references in her complaint.There were not in fact customers and did not have cars.They were waiting for a ride and this was their chosen pipoint.We believe that the only reasonable explanation for the damage referenced in this complaint is that it must have occurred to the customer’s car at some other point, perhaps without her knowledge[redacted] Old Grove Shell

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Please find below the perpetrator's response with my comments in blueI would hope he is able to receive a copy as well Revdex.com,Thank you for your request for a reply to customer complaint ID [redacted] .Old Grove Shell prides itself on customer service and takes customer complaints very seriously.We have a policy of accepting responsibility for reasonable damage caused by a malfunction of our car wash equipment.We can understand the customer’s emotional reaction to damage she later discovered on her car, but her account of the mentioned encounter is inaccurate Very curious to me as to how you pride yourselves on customer service, yet you were very patronizing and condescendingYou asked me if I realized how “ridiculous I sounded”It was also obvious you were not listening to me at all, simply pausing while thinking of what rebuttal would come out of your mouth next! Regarding this complaint, I was asked by the station manager to examine a car that this customer felt had been damaged earlier that dayby a malfunction of our car wash equipment.The manager had inspected the car prior to informing me of the situation.He felt the car wash could not have caused the damage reported by the customer.As I started my own examination, the customer continually said that she was not happy and repeatedly emphasized that she had four educational degrees I was so perplexed at the demeaning tone of the owner (as he was so disinterested in my statements), that I felt the need to explain numerous times that I am an educated woman and expect some level of respect and understanding! Very bizarre to me, but as he states below: However, we treat all customer complaints with the same level of professionalism and respect, regardless of the educational level a customer may have I’m glad you don’t discriminate in providing terrible customer service ?! She first pointed out a dent and a scratch on the passenger side in front of the door.I asked the customer if she felt the dent or the scratch was caused by the car wash.She claimed that the dent and the scratch were caused by the car wash.I explained that it looked like the car had hit something such as a pole, but our car wash has only "soft touch" fabric and there are no poles or other equipment that could create such an impact to cause adent.Next, the customer showed me scuffs down the passenger side of the car, scratches on the rear bumper area, scuffs on the drivers side, and marks on the hood — all of which she claimed were attributable to a malfunction of the car wash.I explained that every roller in the wash would have to have a problem in order for the car to have scratches or scuff marks along every major area of the car, but as for the dent, there was nothing in the car wash that would strike the car hard hard enough to create adent.I even invited the customer to watch a car go through the wash.As we watched, I asked if she saw anything that would cause all this damage.She said that she didn’t I answered your question with integrity, not because I realized you were correct! No, of course I wouldn’t know what defect in your carwash could cause the damageWould you come into my hospital and explain to me why treatments work with patients, then the 100th patient dies? Of course not! I’m not a car wash expert BUT I do know that my car was not damaged prior to driving in AND it was scratched a half hour later once I arrived at my pole-hitting-free drive Subsequent to her claim, we monitoredapproximately five cars that went through the car wash and checked for any damage — there was noneBecause we take our customer satisfaction very seriously, we even asked the owners of those cars about their impression of the quality of the car wash.All of the customers were very satisfied, and some said that it was best in the area.I even drove my own car through the wash at the end of day and also had no issues.The car wash equipment is just over one year old and is checked daily.The wash equipment has sensors to report a malfunction to a monitor.The monitor showed no problems.We have had no reports of damage since the new equipment was installed (until this complaint), and since the alleged incident, there have been no changes or repairs done to the equipment in the car wash, yet we have received no further complaints.The car wash has continued to function properly and operate on a daily basis.The station manager also spoke to the other “customers" she references in her complaint.There were not in fact customers and did not have cars.They were waiting for a ride and this was their chosen pipoint.We believe that the only reasonable explanation for the damage referenced in this complaint is that it must have occurred to the customer’s car at some other point, perhaps without her knowledge[redacted] ThomasOld Grove Shell More nonsense .yes, the patrons outside were waiting for a ride, but they were also laughing at your tone and utter ridiculousness of stating no damage has EVER been caused by your washThey stated the car wash scuffed their new car not long agoAlso, feel free to Google “car damage from carwashes” too many links to count! There are many scenarios in which this could have easily caused scuff damages and scratches to my vehicle (which had a new paint job performed just weeks before!)You were much too eager to dismiss and speak down to me, as if you’d been in this position beforeAs a veteran, I would’ve expected a MUCH higher level of customer service from you Disappointing to say the least As it’s obvious you won’t even have the decency to claim any sort of responsibility, my only recourse is to have my local friends, family, neighbors, and co-workers boycott your businessI’m sure you won’t lose sleep over it, but dozens of people are aware, disappointed, and spreading the wordI have also spoken in depth with my attorney and we have decided it would be a waste of our time to pursue this any further; however, his name is [redacted] , ESQ and represents my interests if you should receive any correspondenceApparently ***, you are aware that this is such a small monetary amount to fix the problem your business has caused and yet were so dismissive knowing it would be a waste of time for all parties involvedShameful Regards, [redacted] ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 
Please find below the perpetrator's response with my comments in blue. I would hope he is able to receive a copy as well. 
Revdex.com,Thank
you for your request for a reply to customer complaint ID [redacted].Old Grove
Shell prides itself on customer service and takes customer complaints very
seriously.We have a policy of accepting responsibility for reasonable damage
caused by a malfunction of our car wash equipment.We can understand the
customer’s emotional reaction to damage she later discovered on her car, but
her account of the mentioned encounter is inaccurate.
Very curious to me as to how you pride yourselves on
customer service, yet you were very patronizing and condescending. You asked me
if I realized how “ridiculous I sounded”. It was also obvious you were not listening to me at all, simply pausing while thinking of what rebuttal would come out of your mouth next!
Regarding this complaint, I was
asked by the station manager to examine a car that this customer felt had been
damaged earlier that dayby a malfunction of our car wash equipment.The manager
had inspected the car prior to informing me of the situation.He felt the car
wash could not have caused the damage reported by the customer.As I started my
own examination, the customer continually said that she was not happy and
repeatedly emphasized that she had four educational degrees.
I was so perplexed at the demeaning tone of the owner (as
he was so disinterested in my statements), that I felt the need to explain
numerous times that I am an educated woman and expect some level of respect and
understanding! Very bizarre to me, but as he states below:
However, we treat all customer
complaints with the same level of professionalism and respect, regardless of
the educational level a customer may have.
I’m glad you don’t discriminate in providing terrible
customer service…?!
She first pointed out a dent
and a scratch on the passenger side in front of the door.I asked the customer
if she felt the dent or the scratch was caused by the car wash.She claimed that
the dent and the scratch were caused by the car wash.I explained that it looked
like the car had hit something such as a pole, but our car wash has only
"soft touch" fabric and there are no poles or other equipment that
could create such an impact to cause adent.Next, the customer showed me scuffs
down the passenger side of the car, scratches on the rear bumper area, scuffs
on the drivers side, and marks on the hood — all of which she claimed were
attributable to a malfunction of the car wash.I explained that every roller in
the wash would have to have a problem in order for the car to have scratches or
scuff marks along every major area of the car, but as for the dent, there was
nothing in the car wash that would strike the car hard hard enough to create
adent.I even invited the customer to watch a car go through the wash.As we
watched, I asked if she saw anything that would cause all this damage.She said
that she didn’t.
I answered your question with integrity, not because I
realized you were correct! No, of course I wouldn’t know what defect in your
carwash could cause the damage. Would you come into my hospital and explain to
me why treatments work with 99 patients, then the 100th patient
dies? Of course not! I’m not a car wash expert BUT I do know that my car was
not damaged prior to driving in AND it was scratched a half hour later once I
arrived at my pole-hitting-free drive.
Subsequent to her claim, we
monitoredapproximately five cars that went through the car wash and checked for
any damage — there was none. Because we take our customer satisfaction very
seriously, we even asked the owners of those cars about their impression of the
quality of the car wash.All of the customers were very satisfied, and some said
that it was best in the area.I even drove my own car through the wash at the
end of day and also had no issues.The car wash equipment is just over one year
old and is checked daily.The wash equipment has sensors to report a malfunction
to a monitor.The monitor showed no problems.We have had no reports of damage
since the new equipment was installed (until this complaint), and since the
alleged incident, there have been no changes or repairs done to the equipment
in the car wash, yet we have received no further complaints.The car wash has
continued to function properly and operate on a daily basis.The station manager
also spoke to the other “customers" she references in her complaint.There
were not in fact customers and did not have cars.They were waiting for a ride
and this was their chosen pick-up point.We believe that the only reasonable
explanation for the damage referenced in this complaint is that it must have
occurred to the customer’s car at some other point, perhaps without her
knowledge.[redacted] ThomasOld Grove Shell
More nonsense….yes, the patrons outside were waiting for a
ride, but they were also laughing at your tone and utter ridiculousness of
stating no damage has EVER been caused by your wash. They stated the car wash
scuffed their new car not long ago. Also, feel free to Google “car damage from
carwashes”…too many links to count! There are many scenarios in which this
could have easily caused scuff damages and scratches to my vehicle (which had a
new paint job performed just weeks before!). You were much too eager to dismiss
and speak down to me, as if you’d been in this position before. As a veteran, I
would’ve expected a MUCH higher level of customer service from you.
Disappointing to say the least.
 
As it’s obvious you won’t even have the decency to claim
any sort of responsibility, my only recourse is to have my local friends,
family, neighbors, and co-workers boycott your business. I’m sure you won’t
lose sleep over it, but dozens of people are aware, disappointed, and spreading
the word. I have also spoken in depth with my attorney and we have decided it
would be a waste of our time to pursue this any further; however, his name is
[redacted], ESQ and represents my interests if you should receive any
correspondence. Apparently [redacted], you are aware that this is such a small
monetary amount to fix the problem your business has caused and yet were so
dismissive knowing it would be a waste of time for all parties involved. Shameful.
Regards,
[redacted]

Revdex.com,Thank you for your request for a reply to customer complaint ID [redacted].Old Grove Shell prides itself on customer service and takes customer complaints very seriously.We have a policy of accepting responsibility for reasonable damage caused by a malfunction of our car wash...

equipment.We can understand the customer’s emotional reaction to damage she later discovered on her car, but her account of the mentioned encounter is inaccurate.Regarding this complaint, I was asked by the station manager to examine a car that this customer felt had been damaged earlier that dayby a malfunction of our car wash equipment.The manager had inspected the car prior to informing me of the situation.He felt the car wash could not have caused the damage reported by the customer.As I started my own examination, the customer continually said that she was not happy and repeatedly emphasized that she had four educational degrees.However, we treat all customer complaints with the same level of professionalism and respect, regardless of the educational level a customer may have.She first pointed out a dent and a scratch on the passenger side in front of the door.I asked the customer if she felt the dent or the scratch was caused by the car wash.She claimed that the dent and the scratch were caused by the car wash.I explained that it looked like the car had hit something such as a pole, but our car wash has only "soft touch" fabric and there are no poles or other equipment that could create such an impact to cause adent.Next, the customer showed me scuffs down the passenger side of the car, scratches on the rear bumper area, scuffs on the drivers side, and marks on the hood — all of which she claimed were attributable to a malfunction of the car wash.I explained that every roller in the wash would have to have a problem in order for the car to have scratches or scuff marks along every major area of the car, but as for the dent, there was nothing in the car wash that would strike the car hard hard enough to create adent.I even invited the customer to watch a car go through the wash.As we watched, I asked if she saw anything that would cause all this damage.She said that she didn’t.Subsequent to her claim, we monitoredapproximately five cars that went through the car wash and checked for any damage — there was none. Because we take our customer satisfaction very seriously, we even asked the owners of those cars about their impression of the quality of the car wash.All of the customers were very satisfied, and some said that it was best in the area.I even drove my own car through the wash at the end of day and also had no issues.The car wash equipment is just over one year old and is checked daily.The wash equipment has sensors to report a malfunction to a monitor.The monitor showed no problems.We have had no reports of damage since the new equipment was installed (until this complaint), and since the alleged incident, there have been no changes or repairs done to the equipment in the car wash, yet we have received no further complaints.The car wash has continued to function properly and operate on a daily basis.The station manager also spoke to the other “customers" she references in her complaint.There were not in fact customers and did not have cars.They were waiting for a ride and this was their chosen pick-up point.We believe that the only reasonable explanation for the damage referenced in this complaint is that it must have occurred to the customer’s car at some other point, perhaps without her knowledge.[redacted]Old Grove Shell

Review: I took my new black Nissan Murano to the Shell Station on Old Grove in Oceanside. I purchased this vehicle approximately 6 weeks ago and insisted the dealership paint the front and rear bumpers due to small paint scratches. I am meticulous with this vehicle and wipe it with a soft cloth at minimum every other day. After purchasing a medium tier car wash, I proceeded into the car wash. I ONLY opted to go through this wash due to the sign stating "Soft Touch Car Wash". Otherwise, this vehicle had only been hand washed. I was actually taken back by the violent strength at which the washing fibers were beating on the vehicle during the wash. After driving through, I drove directly to my mother's home to show off my car and she started pointing out the multiple scratches and we proceeded to walk around the car and saw scuffs and scratches. Please keep in mind that prior to driving to the Shell station, I walked my daughter to the passenger side of the car to take her to school. The scratch that I now have would have definitely been noticeable to both me and my daughter as it is quite obvious.I had a dental appointment at 10 am, otherwise I would have turned directly around to speak with the manager of the gas station. After my dental work, I returned to the station and asked to speak with the owner, who happened to be in the shop. I asked him to step outside to inspect the car with me and he was quite condescending to the point of asking me, "Do you realize how ridiculous you sound?" "What you're saying is impossible" "I've never heard of such a thing" I spoke in a very respectful manner, as I would have expected in return, which was not the case. As an RN with 4 degrees, I was quite taken back in how little respect and listening skills this business owner showed. No etiquette, no compassion, no empathy, nothing. He suggested I call Nissan and ask them if THEY had ever heard of such nonsense. He kept asking "How could your car be scratched ALL OVER from my carwash?" Really??? Refused to claim resp.Desired Settlement: I will be satisfied when the scratches are repaired and will be going to get an estimate on Wednesday.In addition, the business owner should be aware that the customers who were out front of the station said their cars had been scratched through there as well and were shaking their heads at the poor handling of this situation. Unfortunately, I was a bit shaken from this experience and did not think to ask for their contact information. I am saddened to have this caliber of business in my neigh

Business

Response:

Revdex.com,Thank you for your request for a reply to customer complaint ID [redacted].Old Grove Shell prides itself on customer service and takes customer complaints very seriously.We have a policy of accepting responsibility for reasonable damage caused by a malfunction of our car wash equipment.We can understand the customer’s emotional reaction to damage she later discovered on her car, but her account of the mentioned encounter is inaccurate.Regarding this complaint, I was asked by the station manager to examine a car that this customer felt had been damaged earlier that dayby a malfunction of our car wash equipment.The manager had inspected the car prior to informing me of the situation.He felt the car wash could not have caused the damage reported by the customer.As I started my own examination, the customer continually said that she was not happy and repeatedly emphasized that she had four educational degrees.However, we treat all customer complaints with the same level of professionalism and respect, regardless of the educational level a customer may have.She first pointed out a dent and a scratch on the passenger side in front of the door.I asked the customer if she felt the dent or the scratch was caused by the car wash.She claimed that the dent and the scratch were caused by the car wash.I explained that it looked like the car had hit something such as a pole, but our car wash has only "soft touch" fabric and there are no poles or other equipment that could create such an impact to cause adent.Next, the customer showed me scuffs down the passenger side of the car, scratches on the rear bumper area, scuffs on the drivers side, and marks on the hood — all of which she claimed were attributable to a malfunction of the car wash.I explained that every roller in the wash would have to have a problem in order for the car to have scratches or scuff marks along every major area of the car, but as for the dent, there was nothing in the car wash that would strike the car hard hard enough to create adent.I even invited the customer to watch a car go through the wash.As we watched, I asked if she saw anything that would cause all this damage.She said that she didn’t.Subsequent to her claim, we monitoredapproximately five cars that went through the car wash and checked for any damage — there was none. Because we take our customer satisfaction very seriously, we even asked the owners of those cars about their impression of the quality of the car wash.All of the customers were very satisfied, and some said that it was best in the area.I even drove my own car through the wash at the end of day and also had no issues.The car wash equipment is just over one year old and is checked daily.The wash equipment has sensors to report a malfunction to a monitor.The monitor showed no problems.We have had no reports of damage since the new equipment was installed (until this complaint), and since the alleged incident, there have been no changes or repairs done to the equipment in the car wash, yet we have received no further complaints.The car wash has continued to function properly and operate on a daily basis.The station manager also spoke to the other “customers" she references in her complaint.There were not in fact customers and did not have cars.They were waiting for a ride and this was their chosen pick-up point.We believe that the only reasonable explanation for the damage referenced in this complaint is that it must have occurred to the customer’s car at some other point, perhaps without her knowledge.[redacted]Old Grove Shell

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Please find below the perpetrator's response with my comments in blue. I would hope he is able to receive a copy as well.

Revdex.com,Thank

you for your request for a reply to customer complaint ID [redacted].Old Grove

Shell prides itself on customer service and takes customer complaints very

seriously.We have a policy of accepting responsibility for reasonable damage

caused by a malfunction of our car wash equipment.We can understand the

customer’s emotional reaction to damage she later discovered on her car, but

her account of the mentioned encounter is inaccurate.

Very curious to me as to how you pride yourselves on

customer service, yet you were very patronizing and condescending. You asked me

if I realized how “ridiculous I sounded”. It was also obvious you were not listening to me at all, simply pausing while thinking of what rebuttal would come out of your mouth next!

Regarding this complaint, I was

asked by the station manager to examine a car that this customer felt had been

damaged earlier that dayby a malfunction of our car wash equipment.The manager

had inspected the car prior to informing me of the situation.He felt the car

wash could not have caused the damage reported by the customer.As I started my

own examination, the customer continually said that she was not happy and

repeatedly emphasized that she had four educational degrees.

I was so perplexed at the demeaning tone of the owner (as

he was so disinterested in my statements), that I felt the need to explain

numerous times that I am an educated woman and expect some level of respect and

understanding! Very bizarre to me, but as he states below:

However, we treat all customer

complaints with the same level of professionalism and respect, regardless of

the educational level a customer may have.

I’m glad you don’t discriminate in providing terrible

customer service…?!

She first pointed out a dent

and a scratch on the passenger side in front of the door.I asked the customer

if she felt the dent or the scratch was caused by the car wash.She claimed that

the dent and the scratch were caused by the car wash.I explained that it looked

like the car had hit something such as a pole, but our car wash has only

"soft touch" fabric and there are no poles or other equipment that

could create such an impact to cause adent.Next, the customer showed me scuffs

down the passenger side of the car, scratches on the rear bumper area, scuffs

on the drivers side, and marks on the hood — all of which she claimed were

attributable to a malfunction of the car wash.I explained that every roller in

the wash would have to have a problem in order for the car to have scratches or

scuff marks along every major area of the car, but as for the dent, there was

nothing in the car wash that would strike the car hard hard enough to create

adent.I even invited the customer to watch a car go through the wash.As we

watched, I asked if she saw anything that would cause all this damage.She said

that she didn’t.

I answered your question with integrity, not because I

realized you were correct! No, of course I wouldn’t know what defect in your

carwash could cause the damage. Would you come into my hospital and explain to

me why treatments work with 99 patients, then the 100th patient

dies? Of course not! I’m not a car wash expert BUT I do know that my car was

not damaged prior to driving in AND it was scratched a half hour later once I

arrived at my pole-hitting-free drive.

Subsequent to her claim, we

monitoredapproximately five cars that went through the car wash and checked for

any damage — there was none. Because we take our customer satisfaction very

seriously, we even asked the owners of those cars about their impression of the

quality of the car wash.All of the customers were very satisfied, and some said

that it was best in the area.I even drove my own car through the wash at the

end of day and also had no issues.The car wash equipment is just over one year

old and is checked daily.The wash equipment has sensors to report a malfunction

to a monitor.The monitor showed no problems.We have had no reports of damage

since the new equipment was installed (until this complaint), and since the

alleged incident, there have been no changes or repairs done to the equipment

in the car wash, yet we have received no further complaints.The car wash has

continued to function properly and operate on a daily basis.The station manager

also spoke to the other “customers" she references in her complaint.There

were not in fact customers and did not have cars.They were waiting for a ride

and this was their chosen pick-up point.We believe that the only reasonable

explanation for the damage referenced in this complaint is that it must have

occurred to the customer’s car at some other point, perhaps without her

knowledge.[redacted] ThomasOld Grove Shell

More nonsense….yes, the patrons outside were waiting for a

ride, but they were also laughing at your tone and utter ridiculousness of

stating no damage has EVER been caused by your wash. They stated the car wash

scuffed their new car not long ago. Also, feel free to Google “car damage from

carwashes”…too many links to count! There are many scenarios in which this

could have easily caused scuff damages and scratches to my vehicle (which had a

new paint job performed just weeks before!). You were much too eager to dismiss

and speak down to me, as if you’d been in this position before. As a veteran, I

would’ve expected a MUCH higher level of customer service from you.

Disappointing to say the least.

As it’s obvious you won’t even have the decency to claim

any sort of responsibility, my only recourse is to have my local friends,

family, neighbors, and co-workers boycott your business. I’m sure you won’t

lose sleep over it, but dozens of people are aware, disappointed, and spreading

the word. I have also spoken in depth with my attorney and we have decided it

would be a waste of our time to pursue this any further; however, his name is

[redacted], ESQ and represents my interests if you should receive any

correspondence. Apparently [redacted], you are aware that this is such a small

monetary amount to fix the problem your business has caused and yet were so

dismissive knowing it would be a waste of time for all parties involved. Shameful.

Regards,