PCS Atlantic, LLC

Pursuant to the letter dated 1/9/with the case #
***, please find the response of Car Pool Car washesCustomer did visit
Car Pool Car Wash on December 12/The manager received a very belligerent
expression of dissatisfaction from the customer, which had parked at our annex
facility
next doorThe communication was quite explosive and attracted a high
level of spectator attentionGiven this, we received and reviewed the
complaint about scratches on the trunk lidWe reviewed our video cameras to
follow the sequence in which the vehicle followed during the visit to see if
anything unusual took place and how the scratches were possible createdThe
camera showed nothing touched the trunk at the vacuum station, which is the
entrance of the car washThe vehicle entered the car wash after being sprayed
with high-pressure soap and water and preceded through the car washThere are
no cameras inside the car wash, however, the vehicle traveled through the car
wash cycle, without incident (as defined by no mechanical malfunctions), as did
several hundred other cars on that dayBased on testimony of the manager, the
customer suggested the mitter cloth cleaning material created inside the
carwash tunnel or an employee created the scratches on the trunkIt is
impractical to suggest that the mitter cloth inside the car wash created
scratches on the trunkThe mitter cloth travels over the hood and the roof
prior to touching the trunkIt defies possibility that the cloth could
physically impinge the integrity of the trunk paint surface without first
affecting the hood and the roofThe mitter cloth is contacted by a steady
stream of foamy detergents, and is also lubricated and flushed with water for
every vehicle that is washedDuring the investigation, the manager noted
scratches on the roof that were unreported until he pointed them outThe
cameras show the vehicle parked on the exit end where it was towel dried in the
manner customary for all vehicles that are servicedThe video shows no unusual
occurrences with equipment or employees touching the car with anything besides
towels on the exit end of the car washThere were no other incidents (of any
sort) during the period of time in which the vehicle was being provisioned
There were no other reports for the day, week, or month of anything similar
from any car wash customersWhile conveying this to the customer, the dialogue
continued to be explosive and belligerent between the customer and the Car Pool
representativesIt proceeded to the point that a resolution could not be
attained but blame and accusations were filed without the presence of physical
evidence that remotely suggested that the scratches were created by an event at
the car washThe customer called the policeDuring their discussion in front
of the Detail shop, the police offered the customer options and advised her of
general consumer rightsThe customer subsequently posted a negative review on
the adjacent Detail Shop’s websiteWhether intentional or not, this damages
this business segment which has no direct implication to the genesis of the
problemThis shop could, however be quite instrumental in resolving the issue
It is important to understand that a large percentage of vehicles visit the car
wash when there is some degree of dirt on them, this usually makes the finish
difficult to clearly seeMost areas of a vehicle’s finish are clearly visible
after the vehicle has been washedCar Pool’s position with the customer, as it
is with all customers to bring resolutions to problems in a favorable manner
Because of the highly charged emotional state the dialogue to attempt to buff
the scratches was never engagedIt is difficult to come to a resolution when
we are met with belligerence and viewed as acquiescentWe would request the
removal of the unfair review by the customer from the website of the Detail
shop, (which had no involvement) and an approach to resolution without the
intent to intimidate and bandstand at our facilityGiven the facts as we see
them, and to be consistent with the vein of our business philosophy, we are
willing to receive the vehicle and polish the trunk lid in an attempt of
goodwill and to resolve this issueIf the scratches cannot be fully removed by
polishing, we will consider the goodwill diligence and improved condition of
the trunk as resolution to the issue Sincerely, Tyree B*** COO Car Pool Car Washes