Personal Touch Express Car Wash

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] This will be my last correspondence on this matterThe relay between the Revdex.com to Personal Touch has been helpful and much appreciatedAs far as the offer from the assistant manager, it would have been much more beneficial if it was offered weeks ago when the incident occurred or at least in a timely manner from when I went to meet with the assistant manager on December 26, 2016.Being the owners have been in the automobile industry for decades they will understand that in RI, consumers have the right to go to mechanics and body shops of their personal choosingSince my car was just months off the showroom I decided it best to appoint [redacted] for serviceI have already arranged an appointment with [redacted] Collision for repairs along with a car rental for the durationThey are also who in turn stated that the damage to my car could certainly come from anything such as a brush, especially if it had debris of some sortThey also explained to me that without seeing the actual brush used on my car that day there would be no way for himself or anyone to be 100% certainOn that same note, he also communicated to me that he can definitely say that a shopping carriage was not the cause due to the area damaged on the rear liftgateOn a final note I received a voice mail this evening January 17, from the General Manager [redacted] who stated he would call again after 5pm yet did not call backThis is the 2nd time he has not followed through with telephone contactOn January 11, I faxed a letter to Mr [redacted] since he was not available by phoneThe [redacted] main office stated all business is handled remotely through fax communication because they have no physical address for correspondenceThe letter also stated that any further exchange may be made by mailI had originally left my information for [redacted] on December 23, which is nearly weeks agoHe stated in his message that he had just gotten the message last weekWhen I spoke to someone at the [redacted] office they said they had no incident report or information, yet I received a call from the manager of the [redacted] location at 5pm on that same date December 23, who stated his General Manager emailed him about my complaintIn closing, my insurance company is handling things from here on in Regards, [redacted]

Company is not accepting the fact that my new car, orange colored *** *** with just miles on it was damaged by the employee doing the pre-washing of the car wash on 12/23/I spoke with the Manager named *** where I was disregardedI then filed a police report and have contacted my insurance company I called main office in CT and received a call back from Manager of *** ** locationGave my information again and then received a call on 12/26/from *** the assistant manager of the North Providence location where the damage occurred*** stated that the GM said it would be best if he spoke with meThe video that was shared on 12/26/was mostly blurred or angle not able to be seen either by camera placement or conditions*** told me that a shopping cart did the damage to my lift gate and could not have been from the car wash*** also stated that the last person that had an incident was not reimbursed for repairs do to not being able to be proven

Company is not accepting the fact that my new car, orange colored *** *** with just miles on it was damaged by the employee doing the pre-washing of the car wash on 12/23/I spoke with the Manager named *** where I was disregardedI then filed a police report and have contacted my insurance company I called main office in CT and received a call back from Manager of *** ** locationGave my information again and then received a call on 12/26/from *** the assistant manager of the North Providence location where the damage occurred*** stated that the GM said it would be best if he spoke with meThe video that was shared on 12/26/was mostly blurred or angle not able to be seen either by camera placement or conditions*** told me that a shopping cart did the damage to my lift gate and could not have been from the car wash*** also stated that the last person that had an incident was not reimbursed for repairs do to not being able to be proven

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. 
As the statement from the business claims, the cameras are not in  the...

correct angle to view the rear of the vehicles in the pre-wash area, the vacuum area nor the entrance to the business at the payment kiosk. The reason nothing was seen on the exiting camera was because almost the whole image was a blur including my car looking red instead of orange with the lighting. With the car wash being at 11:08 am (their time stamp is 1 hour off) time allotted for vacuuming, time spent to drive home, returning to speak to someone in regards to the damage (which would also be time stamped as I parked in the vacuuming area. The police responded to my home at 11:45 am to take a report. I did not return later that day as stated. I have also contacted 10 for Action news and the Attorney Generals office on the incident.I am glad to hear that the company is intending to upgrade their camera situation and hope they do so in the very near future. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. . 
This will be my last correspondence on this matter. The relay between the Revdex.com to Personal Touch has been helpful and much appreciated. As far as the offer from the assistant manager, it would have been much more beneficial if it was offered 4 weeks ago when the incident occurred or at least in a timely manner from when I went to meet with the assistant manager on December 26, 2016.Being the owners have been in the automobile industry for decades they will understand that in RI, consumers have the right to go to mechanics and body shops of their personal choosing. Since my car was just 2 months off the showroom I decided it best to appoint [redacted] for service. I have already arranged an appointment with [redacted] Collision for repairs along with a car rental for the duration. They are also who in turn stated that the damage to my car could certainly come from anything such as a brush, especially if it had debris of some sort. They also explained to me that without seeing the actual brush used on my car that day there would be no way for himself or anyone to be 100% certain. On that same note, he also communicated to me that he can definitely say that a shopping carriage was not the cause due to the area damaged on the rear liftgate. On a final note I received a voice mail this evening January 17, 2017 from the General Manager [redacted] who stated he would call again after 5pm yet did not call back. This is the 2nd time he has not followed through with telephone contact. On January 11, 2017 I faxed a letter to Mr. [redacted] since he was not available by phone. The [redacted] main office stated all business is handled remotely through fax communication because they have no physical address for correspondence. The letter also stated that any further exchange may be made by mail. I had originally left my information for [redacted] on December 23, 2016 which is nearly 5 weeks ago. He stated in his message that he had just gotten the message last week. When I spoke to someone at the [redacted] office they said they had no incident report or information, yet I received a call from the manager of the [redacted] location at 5pm on that same date December 23, 2016 who stated his General Manager emailed him about my complaint. In closing, my insurance company is handling things from here on in.
Regards,
[redacted]

Hello, this is [redacted] assistant manager of the North Providence RI location. Our cameras are in position to see every angle of the car wash. I had a technician come in last week to make sure we have the whole lot and tunnel under video.  We can zoom in and see vehicles closer.  The technician said thats the best you can get zooming in on objects, people, cars etc. the time the customer was at the car wash is when the sun is its brightest. Her car indeed was orange we can tell.  with daylight savings the cameras had to be switched back to the correct time, that does not affect anything about this claim. We wash thousands of cars every week some vehicles over 100k dollars in value.  We would not be in business if we scratched cars. Once the customer left the parking lot anything could have happened inbetween leaving personal touch car wash and returning to say the car was scratched here.  If the customer would like she can call my office at [redacted] and I can send her to an autobody shop and they can look and from their opinion say if we caused the scratch or not then we can speak with the customer about the next step if the autobody shop thinks that scratch came from our carwash. Thank you.