Rocket Express Car Wash

All Rocket Express locations have always been closed on Sundays and our hours are clearly stated on our websiteAs a general rule, we do not give reimbursement for partial monthsHowever, after reviewing Mr [redacted] wash history and the timeline of his request, we would like to make an exception for him and reimburse the $cost of the passWe will reach out to him today to let him know and use this situation as a training tool for our associates [redacted] Senior Assistant Manager

[redacted] is claiming damage to her Ford PickupI would like to preface this response by reminding [redacted] and notifying you that we have prominent signage at the entrance of our tunnel that states, “Due to the uncertainty regarding prior care and maintenance of vehicles ROCKET EXPRESS WILL NOT BE RESPONSIBLE FOR ANY DAMAGE OF ANY NATURE TO VEHICLES YEARS OR OLDER WITH NO EXCEPTIONSIf your vehicle is older than years and you are unwilling to accept responsibility please request a refund, if you have already paid for a wash” (please see attachment for photo of sign) [redacted] utilized our car wash times before she claimed we caused damage to her vehicle so this sign is something she had to have been very much aware of, especially given its prominent placement and clear visibilityRegarding the maintenance and care of Miss [redacted] vehicle, she has numerous scratches encompassing it in its entiretyShe only believes we caused a couple of themTaking into account the placement, size, and direction of the scratches our general manager is confident that the alleged damage could not have occurred as a result of washing her vehicle at our location but nevertheless given the fact that her vehicle is over years of age the sign I referenced releases us from any and all liability to her vehicleOne of our associates who does not have the knowledge nor the authority to accept liability or give authorization to fix damage of this nature misinformed Miss [redacted] that we would fix her vehicleFor this we do want to apologize to [redacted] After our general manager at the Meridian location reviewed all the facts and looked over [redacted] 's vehicle, he could clearly see that damage of this nature isn’t something our equipment could causeThis is when he notified [redacted] that we wouldn’t be able to cover the alleged damages because: #Her vehicle is older than years #Those type of scratches couldn't occur with the way our equipment worksWe want to apologize to [redacted] for the fact that one of our associates misspoke and inaccurately stated our position and our professional opinion regarding the alleged damageWe will not fix damage that we did not cause

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me After seeing video surveillance it was simply a misunderstandingWe were unaware of the scratch being there previous to entering the car washThe video shows it was indeed there prior to entering their washPlease remove this negative feedback claim Sincerely, [redacted]

This incident was reported to me by Ms [redacted] on the 8th of July at around 5:PM (over days after the alleged damage occurred)While speaking with Ms [redacted] I asked her when she came through our car washShe informed me that her account statement shows that the posted date was the 3rd of July, but she believed the transaction occurred on the 1stBecause she informed us of the incident such a long time after it allegedly occurred I cautioned her that there is a possibility I wouldn't be able to confirm or deny whether or not we were we were responsibleWithin minutes of speaking with Ms [redacted] I reviewed our DVR system and my assumptions were correct, the DVR had written over the video footageThe image I have included in this response shows that I accessed the cameras immediately after speaking with her (18:or 6:PM) and that the time had already lapsedWe rely almost entirely on our HD camera system to know whether or not vehicle damage is our responsibilityIt is common practice within the car wash community to deny ANY responsibility for ANY incident that occurs if a customer so much as leaves their propertyWe do not follow this practice, but we have to have a way to determine whether or not we are at faultMs [redacted] had more than enough time to bring this to our attention soonerWe are open from 7AM-9PM mon-satWe go the extra mile to do the right thing when we are at faultIf Ms [redacted] wouldn't have put this off for a week and brought it to our attention sooner we would have had the wherewithal to do a more thorough investigationBecause of the lack of evidence necessary to proceed with this claim we are unable to do so and advise Ms [redacted] to bring things like this to our attention sooner in the event she does use our services again Justin R [redacted] General ManagerRocket Express Car WashTwin Falls, ID

I contacted [redacted] hours after she had received damageI was not there on Saturday when the incident occurred, we are closed on Sundays, and on Monday I had to go over all of the video footage, photos, as well as the documentation she and the manager on duty wroteI told her that her mirror had a heat burn rubbed into itAll of our brushes are lubricated by water, which was the case when [redacted] went through our wash (and is confirmed by our HD video cameras), it is physically impossible for a car wash that is functioning according to industry standards to rub and burn a mark into a vehicle like thatShe spoke with an autobody shop that also confirmed my findingsShe came in and told me she would remove the Revdex.com post that she leftIt has been a while since we had spoken so I have decided to respond to these allegations in case she neglects to recant her reviewWe in no way caused any damage to [redacted] vehicle and after speaking with her she agrees with our position

*** ***'s girlfriend's vehicle has damage to the hood of her car that could not have occurred in our car wash. We do not have any brush that remains stationary while vehicles are being pulled through the tunnel, nor do any of the vehicles remain stationary as this is an express
car wash where vehicles enter onto a conveyor and are continually moving through the tunnelOur brushes spin horizontally or vertically depending on the brushIn this case it would be horizontally. The only brush that touches the hood of a customers vehicle is our top brust spins in full circle about times per minuteIf damage were to occur to a customers vehicle on the hood of their car it would not be a continual scratch it would strike the vehicle, spin around and strike it againIt would have gaps in between each strikeIt's not a matter of not wanting to fix something we damaged, this damage literally could not have occurred hereAbove is a picture of the damage*** claims the damage we caused was the deep scratch going up the hood towards the windowThis vehicle is peppered with dings and scratchesYou can clearly tell from the other damage closer to the grill of the vehicle that it is not in mint condition and that it has been in numerous accidents that have caused it damageWe have attempted to contact *** to welcome him to come to our car wash to discuss this further and to give him a tour of our tunnelWe want to show him up close how our equipment worksWe are also open to hear his thoughts after going through the tunnel and his theories, if he has any, as to how he believes this could have occurred here. I believe that if he is given a more thorough understanding of how our equipment works then we will be on the same page as to why we couldn't have caused this damage

This incident was reported to me by Ms. [redacted] on the 8th of July at around 5:50 PM (over 7 days after the alleged damage occurred). While speaking with Ms. [redacted] I asked her when she came through our car wash. She informed me that her account statement shows that the posted date was the 3rd of July,...

but she believed the transaction occurred on the 1st. Because she informed us of the incident such a long time after it allegedly occurred I cautioned her that there is a possibility I wouldn't be able to confirm or deny whether or not we were we were responsible. Within 10 minutes of speaking with Ms. [redacted] I reviewed our DVR system and my assumptions were correct, the DVR had written over the video footage. The image I have included in this response shows that I accessed the cameras immediately after speaking with her (18:07 or 6:07 PM) and that the time had already lapsed. We rely almost entirely on our HD camera system to know whether or not vehicle damage is our responsibility. It is common practice within the car wash community to deny ANY responsibility for ANY incident that occurs if a customer so much as leaves their property. We do not follow this practice, but we have to have a way to determine whether or not we are at fault. Ms. [redacted] had more than enough time to bring this to our attention sooner. We are open from 7AM-9PM mon-sat. We go the extra mile to do the right thing when we are at fault. If Ms. [redacted] wouldn't have put this off for a week and brought it to our attention sooner we would have had the wherewithal to do a more thorough investigation. Because of the lack of evidence necessary to proceed with this claim we are unable to do so and advise Ms. [redacted] to bring things like this to our attention sooner in the event she does use our services again.  Justin R[redacted]General ManagerRocket Express Car WashTwin Falls, ID

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  The manager of Rocket Express contacted me and resolved the matter to my satisfaction.Thanks again for your involvement. I am certain that your involvement was what prompted the company to resolve the matter. Thanks again,[redacted]

All Rocket Express locations have always been closed on Sundays and our hours are clearly stated on our website. As a general rule, we do not give reimbursement for partial months. However, after reviewing Mr. [redacted] wash history and the timeline of his request, we would like to make an exception...

for him and reimburse the $29.95 cost of the pass. We will reach out to him today to let him know and use this situation as a training tool for our associates. [redacted]Senior Assistant Manager

Mr. F[redacted] states that he has a brand-new vehicle. Luis R[redacted] our Senior Assistant Manager, pointed out scratches on the rear of the vehicle and asked him why he wasn’t claiming they were our fault. His response was that he wasn’t concerned about those scratches and it was possible he could have...

caused them. If Mr. F[redacted] believes he could have damaged other areas of his vehicle I don’t believe it is new enough to make the statement that because this vehicle is new it couldn’t have any damage (when he has had it long enough to admit he could have already caused damage to the vehicle). Well over half of our complaints are from people who recently purchased a vehicle. We have found that dealerships like to heavily buff and wax vehicles on their lot to cover up any dings or scratches that may be on them. When the car owner brings their recently purchase vehicle through any wash the brushes will take off the cosmetic wax application and expose the hidden damage. We know that this is the case with Mr. F[redacted] because he has heavy residual buffing compound / wax left in areas that our brushes are unable to reach (cracks where the door opens, by the mud flaps).  I have included images of this compound left on his vehicle. Our Senior Assistant Manager told Mr. F[redacted] about covering up scratches by buffing and waxing them and offered to wax a portion of the damage to show him how easy they are to cover up. Mr. F[redacted] refused to only let him buff a portion of his vehicle and said he would not allow it to be done unless the entire vehicle was done.  The main damage that Mr. F[redacted] is claiming is on the rear driver side of his vehicle. Visually the scratches look like dozens of tally marks (about ¼” tall) going in a straight line for about a foot. There are four main reasons that we could not have caused this damage: 1.       Our brushes spin horizontally, not vertically. If we were to cause damage it would not be up and down it would go from right to left. 2.       If something were caught in the brush it would not just cause damage to the rear of the vehicle, in a small section, it would repeatedly strike the vehicle from the front to the back. This is not the case with Mr. F[redacted]’s damage. 3.       We wash many 1000’s of vehicles each week. If our equipment was causing this damage we would have had other customers come forward to complain and we have not had anyone do so. Even if an item were caught in the brush for a short period of time it would have damaged the vehicle in front and the vehicle behind Mr. F[redacted], which did not happen. 4.       There are scratches that overlap the up and down tally mark scratches. These marks go left to right on top of the other marks. For us to have one brush create up and down scratches in a small isolated area and then have a 2nd brush cause damage in the exact same area without affecting the entire car Is very highly unlikely. Because of the visible buffing compound, and the four reasons listed above, we are confident that we did not cause the damage to Mr. F[redacted]’s vehicle, and as a result we will not be fixing it.   Regards, Justin R[redacted] General Manager Twin Falls, ID Rocket Express Car Wash 208-293-8809

[redacted] is claiming damage to her 2005 Ford Pickup. I would like to preface this response by reminding [redacted] and notifying you that we have prominent signage at the entrance of our tunnel that states, “Due to the uncertainty regarding prior care and maintenance of vehicles ROCKET EXPRESS WILL...

NOT BE RESPONSIBLE FOR ANY DAMAGE OF ANY NATURE TO VEHICLES 10 YEARS OR OLDER WITH NO EXCEPTIONS. If your vehicle is older than 10 years and you are unwilling to accept responsibility please request a refund, if you have already paid for a wash” (please see attachment for photo of sign). [redacted] utilized our car wash 60 times before she claimed we caused damage to her vehicle so this sign is something she had to have been very much aware of, especially given its prominent placement and clear visibility. Regarding the maintenance and care of Miss [redacted] vehicle, she has numerous scratches encompassing it in its entirety. She only believes we caused a couple of them. Taking into account the placement, size, and direction of the scratches our general manager is confident that the alleged damage could not have occurred as a result of washing her vehicle at our location but nevertheless given the fact that her vehicle is over 10 years of age the sign I referenced releases us from any and all liability to her vehicle. One of our associates who does not have the knowledge nor the authority to accept liability or give authorization to fix damage of this nature misinformed Miss [redacted] that we would fix her vehicle. For this we do want to apologize to [redacted]. After our general manager at the Meridian location reviewed all the facts and looked over [redacted]'s vehicle, he could clearly see that damage of this nature isn’t something our equipment could cause. This is when he notified [redacted] that we wouldn’t be able to cover the alleged damages because: #1. Her vehicle is older than 10 years #2 Those type of scratches couldn't occur with the way our equipment works. We want to apologize to [redacted] for the fact that one of our associates misspoke and inaccurately stated our position and our professional opinion regarding the alleged damage. We will not fix damage that we did not cause.

I contacted [redacted] 80 hours after she had received damage. I was not there on Saturday when the incident occurred, we are closed on Sundays, and on Monday I had to go over all of the video footage, photos, as well as the documentation she and the manager on duty wrote. I told her that her mirror...

had a heat burn rubbed into it. All of our brushes are lubricated by water, which was the case when [redacted] went through our wash (and is confirmed by our HD video cameras), it is physically impossible for a car wash that is functioning according to industry standards to rub and burn a mark into a vehicle like that. She spoke with an autobody shop that also confirmed my findings. She came in and told me she would remove the Revdex.com post that she left. It has been a while since we had spoken so I have decided to respond to these allegations in case she neglects to recant her review. We in no way caused any damage to [redacted] vehicle and after speaking with her she agrees with our position.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  After seeing video surveillance it was simply a misunderstanding. We were unaware of the scratch being there previous to entering the car wash. The video shows it was indeed there prior to entering their wash. Please remove this negative feedback claim.  
Sincerely,
[redacted]