Complaint: [redacted] I am rejecting this response because:I absolutely don't agree this is not true,their employee was forceful when pulling up on my hatch.Yes I do have a Mercedes Benz in great condition and the shocks on it were new so that's nonsense and of course if you pull up on something forceful (Hatch ) and it has glass it's gonna come back down on you because now the shocks came out of place let alone you shattered my window that's common sense.So yes your company Personal Touch did try And get over on me because I'm a female and it's not right.My vehicle was in your hands on your property and your employee was in control of that so yes I do blame you and want reimbursement and yes please run the video that's not a problem Sincerely [redacted]
We received this complaint via regular mail regarding an incident with Ms [redacted] vehicle on 5/17/Ms [redacted] version of the incident is skewed as the facts of what happened are clearly visible on our surveillance systemThe rear lift-gate glass broke due to the rear lift gate struts not holding the heavy lift gate in the open positionOur employee, who incidentally was not injured, nor did she inquire about, had used the hatch opening handle located in the middle of the rear gate, lifted the gate open and it IMMEDIATELY fell closed due to the failed strutsBased on the visual information, the vehicle looks to be a 1998-model [redacted] ***Based on the trim, this would also attribute to the age of the struts as they are a maintenance item based on usage and ageMs [redacted] claims that we were "trying to get over on her because she is female" is totally baseless as we treat ALL of our customers with the same high level of service and respect, to claim otherwise is off base and falseShe has not given our staff the same courtesy as she was given by demanding that we pay for the repairs, her attitude on the phone when she called our site and the demands that we do something for herTo clarify, [redacted] and [redacted] are managers on the site as we have multiple profit centersThey have also been with us for many years as their customer service skills are excellent and are always ready to help with any concernWe claim no liability for this claim as our staff and process of cleaning vehicles was followed and not compromised in any wayWe look forward to showing the video on file of the vehicle being processed and the sequence of events that lead to her vehicle having a pre-existing issue and subsequent part failure leading to the damage of the glassMs [redacted] also failed to mention that our staff stayed on her vehicle to clean up all of the broken glass to help ensure that she would not be exposed to glass that could injure her or anyone else looking at the vehicleOnce again, we are grateful our employee received no injury other than some glass fragments landing on his head and handsThank you, Personal Touch Car Care 5/28/11:42:AM
Complaint: [redacted]
I am rejecting this response because:I absolutely don't agree this is not true,their employee
was forceful when pulling up on my hatch.Yes I do have a 99 Mercedes Benz in great condition
and the shocks on it were new so that's nonsense and of course if you pull up on something forceful
(Hatch ) and it has glass it's gonna come back down on you because now the shocks came out of place
let alone you shattered my window that's common sense.So yes your company Personal Touch did try
And get over on me because I'm a female and it's not right.My vehicle was in your hands on your property
and your employee was in control of that so yes I do blame you and want reimbursement and yes please run
the video that's not a problem.
Sincerely
[redacted]
We received this complaint via regular mail regarding an incident with Ms. [redacted]...
vehicle on 5/17/14. Ms. [redacted] version of the incident is skewed as the facts of what happened are clearly visible on our surveillance system. The rear lift-gate glass broke due to the rear lift gate struts not holding the heavy lift gate in the open position. Our employee, who incidentally was not injured, nor did she inquire about, had used the hatch opening handle located in the middle of the rear gate, lifted the gate open and it IMMEDIATELY fell closed due to the failed struts. Based on the visual information, the vehicle looks to be a 1998-1999 model [redacted]. Based on the trim, this would also attribute to the age of the struts as they are a maintenance item based on usage and age. Ms. [redacted] claims that we were "trying to get over on her because she is female" is totally baseless as we treat ALL of our customers with the same high level of service and respect, to claim otherwise is off base and false. She has not given our staff the same courtesy as she was given by demanding that we pay for the repairs, her attitude on the phone when she called our site and the demands that we do something for her. To clarify, [redacted] and [redacted] are managers on the site as we have multiple profit centers. They have also been with us for many years as their customer service skills are excellent and are always ready to help with any concern. We claim no liability for this claim as our staff and process of cleaning vehicles was followed and not compromised in any way. We look forward to showing the video on file of the vehicle being processed and the sequence of events that lead to her vehicle having a pre-existing issue and subsequent part failure leading to the damage of the glass. Ms. [redacted] also failed to mention that our staff stayed on her vehicle to clean up all of the broken glass to help ensure that she would not be exposed to glass that could injure her or anyone else looking at the vehicle. Once again, we are grateful our employee received no injury other than some glass fragments landing on his head and hands. Thank you, Personal Touch Car Care
Complaint: [redacted] I am rejecting this response because:I absolutely don't agree this is not true,their employee was forceful when pulling up on my hatch.Yes I do have a Mercedes Benz in great condition and the shocks on it were new so that's nonsense and of course if you pull up on something forceful (Hatch ) and it has glass it's gonna come back down on you because now the shocks came out of place let alone you shattered my window that's common sense.So yes your company Personal Touch did try And get over on me because I'm a female and it's not right.My vehicle was in your hands on your property and your employee was in control of that so yes I do blame you and want reimbursement and yes please run the video that's not a problem Sincerely [redacted]
We received this complaint via regular mail regarding an incident with Ms [redacted] vehicle on 5/17/Ms [redacted] version of the incident is skewed as the facts of what happened are clearly visible on our surveillance systemThe rear lift-gate glass broke due to the rear lift gate struts not holding the heavy lift gate in the open positionOur employee, who incidentally was not injured, nor did she inquire about, had used the hatch opening handle located in the middle of the rear gate, lifted the gate open and it IMMEDIATELY fell closed due to the failed strutsBased on the visual information, the vehicle looks to be a 1998-model [redacted] ***Based on the trim, this would also attribute to the age of the struts as they are a maintenance item based on usage and ageMs [redacted] claims that we were "trying to get over on her because she is female" is totally baseless as we treat ALL of our customers with the same high level of service and respect, to claim otherwise is off base and falseShe has not given our staff the same courtesy as she was given by demanding that we pay for the repairs, her attitude on the phone when she called our site and the demands that we do something for herTo clarify, [redacted] and [redacted] are managers on the site as we have multiple profit centersThey have also been with us for many years as their customer service skills are excellent and are always ready to help with any concernWe claim no liability for this claim as our staff and process of cleaning vehicles was followed and not compromised in any wayWe look forward to showing the video on file of the vehicle being processed and the sequence of events that lead to her vehicle having a pre-existing issue and subsequent part failure leading to the damage of the glassMs [redacted] also failed to mention that our staff stayed on her vehicle to clean up all of the broken glass to help ensure that she would not be exposed to glass that could injure her or anyone else looking at the vehicleOnce again, we are grateful our employee received no injury other than some glass fragments landing on his head and handsThank you, Personal Touch Car Care 5/28/11:42:AM
Complaint: [redacted]
I am rejecting this response because:I absolutely don't agree this is not true,their employee
was forceful when pulling up on my hatch.Yes I do have a 99 Mercedes Benz in great condition
and the shocks on it were new so that's nonsense and of course if you pull up on something forceful
(Hatch ) and it has glass it's gonna come back down on you because now the shocks came out of place
let alone you shattered my window that's common sense.So yes your company Personal Touch did try
And get over on me because I'm a female and it's not right.My vehicle was in your hands on your property
and your employee was in control of that so yes I do blame you and want reimbursement and yes please run
the video that's not a problem.
Sincerely
[redacted]
We received this complaint via regular mail regarding an incident with Ms. [redacted]...
vehicle on 5/17/14. Ms. [redacted] version of the incident is skewed as the facts of what happened are clearly visible on our surveillance system. The rear lift-gate glass broke due to the rear lift gate struts not holding the heavy lift gate in the open position. Our employee, who incidentally was not injured, nor did she inquire about, had used the hatch opening handle located in the middle of the rear gate, lifted the gate open and it IMMEDIATELY fell closed due to the failed struts. Based on the visual information, the vehicle looks to be a 1998-1999 model [redacted]. Based on the trim, this would also attribute to the age of the struts as they are a maintenance item based on usage and age. Ms. [redacted] claims that we were "trying to get over on her because she is female" is totally baseless as we treat ALL of our customers with the same high level of service and respect, to claim otherwise is off base and false. She has not given our staff the same courtesy as she was given by demanding that we pay for the repairs, her attitude on the phone when she called our site and the demands that we do something for her. To clarify, [redacted] and [redacted] are managers on the site as we have multiple profit centers. They have also been with us for many years as their customer service skills are excellent and are always ready to help with any concern. We claim no liability for this claim as our staff and process of cleaning vehicles was followed and not compromised in any way. We look forward to showing the video on file of the vehicle being processed and the sequence of events that lead to her vehicle having a pre-existing issue and subsequent part failure leading to the damage of the glass. Ms. [redacted] also failed to mention that our staff stayed on her vehicle to clean up all of the broken glass to help ensure that she would not be exposed to glass that could injure her or anyone else looking at the vehicle. Once again, we are grateful our employee received no injury other than some glass fragments landing on his head and hands. Thank you, Personal Touch Car Care
5/28/2014 11:42:33 AM