Reed's Car Wash and Wax, Inc.

December 10,2017Dear [redacted],At your request, I am responding to the complaint identified as #[redacted]. On November 9, 2017, Reed's Car Wash & Wax Inc. received a request to complete a full interior-only detail on a customer's vehicle. A full interior cleaning includes clean and vacuum, carpet shampooing, and leather conditioning. The vehicle was equipped with a backup camera that automatically turns on when the vehicle is placed in reverse gear. The location of our business's garage is forward of the driveway in which the vehicle was parked by the customer. From the location where the customer dropped off the vehicle, it was pulled forward into the garage to complete the service. For this reason, it is not known by this writer if the backup camera was working prior to the interior cleaning. When the service was complete and satisfactory, the vehicle was backed out of the garage and parked in the driveway for pickup. This writer did not observe the backup camera working when backing the vehicle out of the garage into the driveway, either.After the customer returned home with his vehicle, he contacted this writer to note that the display on the backup camera/radio was not working. This writer, having not observed a working display unit prior to or after the service, recommended that the owner consult both his owner's manual and the manufacturer for diagnosis and possible repair. The manufacturer reported that there was no way to determine why, or more importantly when, the unit's display had failed and recommended replacing the unit. This writer submitted a claim to the business's insurance company. Upon inspection, the insurance adjuster notified the owner of the vehicle that insured was not responsible for the failure of the display unit. The owner of the vehicle claims that the moisture inside the vehicle after the completion of the service caused the display unit to fail. As is to be expected, the interior of a vehicle is damp and foggy after carpets and floor mats are shampooed. When weather permits, vehicle windows are cracked after cleaning to allow the interior to dry. Unfortunately, weather did not permit this practice that day. Regardless of the weather that day, the level of moisture inside the vehicle after the completion of service was normal for having just been shampooed, and has been observed by this writer as such for the last 24 years of operating a business in the auto-detailing industry.The customer presented this writer with an estimate to replace the display unit with a refurbished unit for over $2300- This writer located a refurbished unit for less than half this cost, which seemed more appropriate given the age of the vehicle and the condition it was in when it arrived for service. The customer did not find this compromise satisfactory at the time due to lack of warranty on the replacement. Having since received a statement from the insurance adjuster which stated that [he] "could not physically see signs of moisture in radio", having been told that the manufacturer could not determine that moisture caused the unit to fail, and having never observed this unit working prior to or after service, this writer feels that the unit's failure was not caused by routine cleaning and shampooing of the vehicle.Respectfully,Daniel  R.

December 10, 2017Dear [redacted], At your request, I am responding to the complaint identified as #[redacted]. On November 9, 2017, Reed's Car Wash & Wax inc. received a request to complete a full interior~only detail on a customer's vehicle. A full interior cleaning includes clean...

and vacuum, carpet shampooing, and leather conditioning. The vehicle was equipped with a backup camera that automatically turns on when the vehicle is placed in reverse gear.The location of our business’s garage is forward of the driveway in which the vehicle was parked by the customer. From the location where the customer dropped off the vehicle, it was pulled forward into the garage to complete the service. For this reason, it is not known by this writer if the backup camera was working prior to the interior cleaning. When the service was complete and satisfactory, the vehicle was backed out of the garage and parked in the driveway for pickup. This writer did not observe thebackup camera working when backing the vehicle out of the garage into the driveway, either.After the customer returned home with his vehicle, he contacted this writer to note that the display on the backup camera/radio was not working. This writer, having not observed a working display unit prior to or after the service, recommended that the owner consult both his owner's manual and the manufacturer for diagnosis and possible repair. The manufacturer reported that there was no way to determine why, or more importantly when, the unit's display had failed and recommended replacing the unit. This writer submitted a claim to the business's insurance company. Upon inspection, the insurance adjuster notified the owner of the vehicle that insured was not