Revdex.com: I have reviewed the offer and/or 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 As for Mr [redacted] response: As for the comment about “no longer allowed to use the car wash services,” this refers to the use of the unlimited wash program and the benefits of belonging to itWhen we informed the [redacted] that we were not responsible for the damage to their vehicle they requested that we terminate their unlimited wash programTerminating this program automatically eliminates some benefitsThey are always welcome to use any of our services My husband and I were informed on or about 06/26/that we were NOT ALLOWED TO UTILIZE THEIR FACILITIES ANY LONGER by the manager [redacted] not that our unlimited wash program was being terminated but that we could utilize the car wash otherwise as indicated by Mr [redacted] In addition the manager [redacted] told us in June that our membership was suspended as of that and because of that I should not have had to call on July 27, and get the membership cancelled as we were informed it was on or about 06/29/and request a refund of the $membership fees Furthermore, Mr [redacted] does not address the issue I previously raised where the manager of the Harrison Road Rob's Carwash indicated that this has happened before (vehicles sliding into the car wash mechanics because of the very same conditions that caused my vehicle to slide into the car wash mechanics of excessive soap in combination with a slippery carwash floor bed) and because of this he keeps bug and tar removed wipes in his office to remove yellow paint and has used them many times beforeI will under no circumstances except any resolution by [redacted] or Rob’s Car Wash’s other than complete reimbursement at minimum the $deductible I am out of pocket for repair of my [redacted] if not also complete reimbursement of the $incurred by my insurance carrier ( [redacted] ) for repair of my [redacted] Regards, [redacted]
We are confident that the scratches on the complainant's truck did not happen at our washWe are certain of this because:
The only part of our wash that touches the customer's vehicle is clothThese scratches were very deep and cloth could not have done this.
If
there was something caught in our cloths the scratches would have started at the very front edge of the customer's truckOur cloths spin at rpmThe marks did not start until part way down the front doorThe front fender was not scratchedThe cloths would have spun completely around numerous times including across the front of this vehicle before reaching the doors.
No other vehicle before or after his vehicle was scratched.
The scratches were at approximately at degree angleOur cloth spins horizontally and could not have produced that pattern
I am unable to explain why the complainant had not previously noticed the scratches
If you would like to see what I am trying to describe please contact us and we can log you in to view the wash in motionPlease contact us if you have any questions
Sincerely,
*** ***
Owner
Revdex.com, Case #***Dear ***, I am sorry that
*** *** had a problem at our washWhen she entered our wash she steered
hard to the right, jumped our guide rails, and hit our machineShe then
skimmed down the side of the machineMy machine was stationary
at the timeI
am not sure if she had her wipers on or was having another difficultyWe wash
over cars per day and have washed a few hundred thousand successfully with
our system My manager did
upgrade her washThe upgraded wash does apply more soapWe have applied the
same amount of foam soap to vehicles for years with this upgraded wash package
We have lighted signs telling customers to turn on their wipers and to enter
slowlyHaving your wipers on as directed keeps your field of vision clear. I regret that Mrs
*** vehicle was damaged when she drove in to our parked machineAfter
reviewing the video of this incident I do not see how Rob’s Car wash is at
faultWe can make this video available if requested.***
*** ***
*** *** ***
*** *** * *** ***
*** ** ***
*** *** ***
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The scratches were absolutely caused by using this car wash The scratches are absolutely in a horizontal wave pattern, not degree angle, as shown to management when I went to resolve this issue I'm not sure what caused the scratches, but management even said it was possible a fishing line or rock could get stuck in the fabric when picked up in truck beds, etc (My truck has a covered cap and no open cab.)Short of taking pictures before and after, I realize it's easy for the business to avoid responsibility, but their wash certainly caused great damage to my vehicle (a recent estimate puts it at $1300) I understand things happen, but I do not understand why this business can't take responsibility for the damage it caused I have pictures, my receipt, proof of when I called, which was immediately afterwards, and now, an insurance claim with ***
Regards,
*** ***
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[
When I entered the car wash I DID NOT steer
hard to the right and jump over guide rails and hit the car wash machine because of excessive speed but because of the excessive soap my vehicle slid into the side of the machine. I acknowledge that the machine was stationary but because of the EXCESSIVE SOAP which caused the floor of the car wash to be extra slippery my vehicle slid into the machine - I DID have my wipers and was NOT having another difficulty. The car wash manager upgraded my wash which DID result in an EXCESSIVE amount of soap and caused the floor of the car wash to be extra slippery. I acknowledge that there are lighted signs telling customers to turn on their wipers and to enter
slowly which I did on both counts however as directed however because of the EXCESSIVE SOAP, and the floor of the car wash was extra slippery, there was NOT a clear field of vision
My vehicle was damaged because of the EXCESSIVE SOAP, which caused the floor of the car wash to be extra slippery as a result of the upgrade of my wash resulting in my vehicle sliding into parked car wash machine. I have already reviewed the video tape and while the video tape output is somewhat grainy there is a clear view of the EXCESSIVE SOAP and also caused the floor of the car wash to be extra slippery to the point that you CANNOT make out my vehicle therefore because of this I believe that Rob’s Car wash and/or the car wash manager (*** ***) are at
fault
Furthermore when I drove out of the car wash bay the manager (*** ***) approached my vehicle and reviewed the situation and advised that he had bug remover wipes in the shop that would remove the yellow paint that he keeps in his office for when vehicles slide into the car wash mechanics just as mine did and proceeded to wipe the yellow paint off and acknowledged that there was additional damage to the splash guards
Regards,
*** ***
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
I blame his manager for misstating what the service was. I was not presented a brochure, but verbally quoted prices and told verbally what they were for. His manager should have shown me the brochure the first day, and been extremely clear on what it is the service was to provide. It was not until the day I arrived for service, that the *** *** *** for that store told me what I was paying for
I appreciate *** returning this complaint. I had requested to speak to him so we could handle this by phone, but his managers refused to allow me to do so. Which makes no sense as he could have avoided this Revdex.com complaint all together
Regards,
*** ***
Case #***
8/30/
We are sorry there was a misunderstanding
between what detailing package we priced to the customer and what his
expectations wereOur brochure clearly prices the wash and wax at $Our
steam cleaning/shampoo package is $This total comes to $The
customer was given a $discount at this time for combining the two and was
told we would do both for $
The misunderstanding came from the
expectation of what our steam cleaning includesIt only includes cleaning all
of the fabric on the interior of the carIt does not include a complete cleaning
of the interior of the car ( the cup holders, door jambs, air vents, interior windows,
trunk, etc…) A full interior detail
adds considerable time to the cleaning of the carA full interior detail of a
car costs $and adds about two additional hours of labor
We have *** a copy of our brochure that
shows what we priced to the customer is consistent with our everyday pricing
This information is also displayed on our websiteThe pricing is clearly
stated on this brochure and our websitePlus, at our sales counter we have
complete descriptions of our packages
Detailing
options and packages can get confusingWe offer options because many customers
do not want to spend the time or money a full detail costsWe try hard with
our brochures and our sales personnel to prevent misunderstandings like these
We are sincerely sorry that we did not clearly communicate what was included in
the shampoo service and more importantly, what was not, at the time the detail
was originally scheduled
There was no
bait and switch intendedWe will gladly offer *** *** 20% off any detailing
package or packages he would consider
Thanks for
your consideration on this matter
Sincerely,
***
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
As for Mr*** response: As for the comment about “no longer allowed to use the car wash services,” this refers to the use of the unlimited wash program and the benefits of belonging to itWhen we informed the *** that we were not responsible for the damage to their vehicle they requested that we terminate their unlimited wash programTerminating this program automatically eliminates some benefitsThey are always welcome to use any of our services. My husband and I were informed on or about 06/26/15 that we were NOT ALLOWED TO UTILIZE THEIR FACILITIES ANY LONGER by the manager *** not that our unlimited wash program was being terminated but that we could utilize the car wash otherwise as indicated by Mr***In addition the manager *** told us in June that our membership was suspended as of that and because of that I should not have had to call on July 27, and get the membership cancelled as we were informed it was on or about 06/29/and request a refund of the $membership fees.
Furthermore, Mr*** does not address the issue I previously raised where the manager of the Harrison Road Rob's Carwash indicated that this has happened before (vehicles sliding into the car wash mechanics because of the very same conditions that caused my vehicle to slide into the car wash mechanics of excessive soap in combination with a slippery carwash floor bed) and because of this he keeps bug and tar removed wipes in his office to remove yellow paint and has used them many times beforeI will under no circumstances except any resolution by *** *** or Rob’s Car Wash’s other than complete reimbursement at minimum the $deductible I am out of pocket for repair of my 2*** *** *** if not also complete reimbursement of the $incurred by my insurance carrier (***) for repair of my *** *** ***
Regards,
*** ***
Revdex.com: I have reviewed the offer and/or 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 As for Mr [redacted] response: As for the comment about “no longer allowed to use the car wash services,” this refers to the use of the unlimited wash program and the benefits of belonging to itWhen we informed the [redacted] that we were not responsible for the damage to their vehicle they requested that we terminate their unlimited wash programTerminating this program automatically eliminates some benefitsThey are always welcome to use any of our services My husband and I were informed on or about 06/26/that we were NOT ALLOWED TO UTILIZE THEIR FACILITIES ANY LONGER by the manager [redacted] not that our unlimited wash program was being terminated but that we could utilize the car wash otherwise as indicated by Mr [redacted] In addition the manager [redacted] told us in June that our membership was suspended as of that and because of that I should not have had to call on July 27, and get the membership cancelled as we were informed it was on or about 06/29/and request a refund of the $membership fees Furthermore, Mr [redacted] does not address the issue I previously raised where the manager of the Harrison Road Rob's Carwash indicated that this has happened before (vehicles sliding into the car wash mechanics because of the very same conditions that caused my vehicle to slide into the car wash mechanics of excessive soap in combination with a slippery carwash floor bed) and because of this he keeps bug and tar removed wipes in his office to remove yellow paint and has used them many times beforeI will under no circumstances except any resolution by [redacted] or Rob’s Car Wash’s other than complete reimbursement at minimum the $deductible I am out of pocket for repair of my [redacted] if not also complete reimbursement of the $incurred by my insurance carrier ( [redacted] ) for repair of my [redacted] Regards, [redacted]
We are confident that the scratches on the complainant's truck did not happen at our washWe are certain of this because:
The only part of our wash that touches the customer's vehicle is clothThese scratches were very deep and cloth could not have done this.
If
there was something caught in our cloths the scratches would have started at the very front edge of the customer's truckOur cloths spin at rpmThe marks did not start until part way down the front doorThe front fender was not scratchedThe cloths would have spun completely around numerous times including across the front of this vehicle before reaching the doors.
No other vehicle before or after his vehicle was scratched.
The scratches were at approximately at degree angleOur cloth spins horizontally and could not have produced that pattern
I am unable to explain why the complainant had not previously noticed the scratches
If you would like to see what I am trying to describe please contact us and we can log you in to view the wash in motionPlease contact us if you have any questions
Sincerely,
*** ***
Owner
Revdex.com, Case #***Dear ***, I am sorry that
*** *** had a problem at our washWhen she entered our wash she steered
hard to the right, jumped our guide rails, and hit our machineShe then
skimmed down the side of the machineMy machine was stationary
at the timeI
am not sure if she had her wipers on or was having another difficultyWe wash
over cars per day and have washed a few hundred thousand successfully with
our system My manager did
upgrade her washThe upgraded wash does apply more soapWe have applied the
same amount of foam soap to vehicles for years with this upgraded wash package
We have lighted signs telling customers to turn on their wipers and to enter
slowlyHaving your wipers on as directed keeps your field of vision clear. I regret that Mrs
*** vehicle was damaged when she drove in to our parked machineAfter
reviewing the video of this incident I do not see how Rob’s Car wash is at
faultWe can make this video available if requested.***
*** ***
*** *** ***
*** *** * *** ***
*** ** ***
*** *** ***
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The scratches were absolutely caused by using this car wash The scratches are absolutely in a horizontal wave pattern, not degree angle, as shown to management when I went to resolve this issue I'm not sure what caused the scratches, but management even said it was possible a fishing line or rock could get stuck in the fabric when picked up in truck beds, etc (My truck has a covered cap and no open cab.)Short of taking pictures before and after, I realize it's easy for the business to avoid responsibility, but their wash certainly caused great damage to my vehicle (a recent estimate puts it at $1300) I understand things happen, but I do not understand why this business can't take responsibility for the damage it caused I have pictures, my receipt, proof of when I called, which was immediately afterwards, and now, an insurance claim with ***
Regards,
*** ***
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[
When I entered the car wash I DID NOT steer
hard to the right and jump over guide rails and hit the car wash machine because of excessive speed but because of the excessive soap my vehicle slid into the side of the machine. I acknowledge that the machine was stationary but because of the EXCESSIVE SOAP which caused the floor of the car wash to be extra slippery my vehicle slid into the machine - I DID have my wipers and was NOT having another difficulty. The car wash manager upgraded my wash which DID result in an EXCESSIVE amount of soap and caused the floor of the car wash to be extra slippery. I acknowledge that there are lighted signs telling customers to turn on their wipers and to enter
slowly which I did on both counts however as directed however because of the EXCESSIVE SOAP, and the floor of the car wash was extra slippery, there was NOT a clear field of vision
My vehicle was damaged because of the EXCESSIVE SOAP, which caused the floor of the car wash to be extra slippery as a result of the upgrade of my wash resulting in my vehicle sliding into parked car wash machine. I have already reviewed the video tape and while the video tape output is somewhat grainy there is a clear view of the EXCESSIVE SOAP and also caused the floor of the car wash to be extra slippery to the point that you CANNOT make out my vehicle therefore because of this I believe that Rob’s Car wash and/or the car wash manager (*** ***) are at
fault
Furthermore when I drove out of the car wash bay the manager (*** ***) approached my vehicle and reviewed the situation and advised that he had bug remover wipes in the shop that would remove the yellow paint that he keeps in his office for when vehicles slide into the car wash mechanics just as mine did and proceeded to wipe the yellow paint off and acknowledged that there was additional damage to the splash guards
Regards,
*** ***
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
I blame his manager for misstating what the service was. I was not presented a brochure, but verbally quoted prices and told verbally what they were for. His manager should have shown me the brochure the first day, and been extremely clear on what it is the service was to provide. It was not until the day I arrived for service, that the *** *** *** for that store told me what I was paying for
I appreciate *** returning this complaint. I had requested to speak to him so we could handle this by phone, but his managers refused to allow me to do so. Which makes no sense as he could have avoided this Revdex.com complaint all together
Regards,
*** ***
Case #***
8/30/
We are sorry there was a misunderstanding
between what detailing package we priced to the customer and what his
expectations wereOur brochure clearly prices the wash and wax at $Our
steam cleaning/shampoo package is $This total comes to $The
customer was given a $discount at this time for combining the two and was
told we would do both for $
The misunderstanding came from the
expectation of what our steam cleaning includesIt only includes cleaning all
of the fabric on the interior of the carIt does not include a complete cleaning
of the interior of the car ( the cup holders, door jambs, air vents, interior windows,
trunk, etc…) A full interior detail
adds considerable time to the cleaning of the carA full interior detail of a
car costs $and adds about two additional hours of labor
We have *** a copy of our brochure that
shows what we priced to the customer is consistent with our everyday pricing
This information is also displayed on our websiteThe pricing is clearly
stated on this brochure and our websitePlus, at our sales counter we have
complete descriptions of our packages
Detailing
options and packages can get confusingWe offer options because many customers
do not want to spend the time or money a full detail costsWe try hard with
our brochures and our sales personnel to prevent misunderstandings like these
We are sincerely sorry that we did not clearly communicate what was included in
the shampoo service and more importantly, what was not, at the time the detail
was originally scheduled
There was no
bait and switch intendedWe will gladly offer *** *** 20% off any detailing
package or packages he would consider
Thanks for
your consideration on this matter
Sincerely,
***
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
As for Mr*** response: As for the comment about “no longer allowed to use the car wash services,” this refers to the use of the unlimited wash program and the benefits of belonging to itWhen we informed the *** that we were not responsible for the damage to their vehicle they requested that we terminate their unlimited wash programTerminating this program automatically eliminates some benefitsThey are always welcome to use any of our services. My husband and I were informed on or about 06/26/15 that we were NOT ALLOWED TO UTILIZE THEIR FACILITIES ANY LONGER by the manager *** not that our unlimited wash program was being terminated but that we could utilize the car wash otherwise as indicated by Mr***In addition the manager *** told us in June that our membership was suspended as of that and because of that I should not have had to call on July 27, and get the membership cancelled as we were informed it was on or about 06/29/and request a refund of the $membership fees.
Furthermore, Mr*** does not address the issue I previously raised where the manager of the Harrison Road Rob's Carwash indicated that this has happened before (vehicles sliding into the car wash mechanics because of the very same conditions that caused my vehicle to slide into the car wash mechanics of excessive soap in combination with a slippery carwash floor bed) and because of this he keeps bug and tar removed wipes in his office to remove yellow paint and has used them many times beforeI will under no circumstances except any resolution by *** *** or Rob’s Car Wash’s other than complete reimbursement at minimum the $deductible I am out of pocket for repair of my 2*** *** *** if not also complete reimbursement of the $incurred by my insurance carrier (***) for repair of my *** *** ***
Regards,
*** ***