Shine Masters Car Wash

Initial Business Response /* (1000, 5, 2015/11/14) */
Dear Ms***:
I am the owner of 100% Hand Car Wash in Menlo ParkWe have been in business as a hand car wash at this location for years and have never had a complaint that has gone unresolved (in fact we have had very few
complaints whatsoever)I take pride in the quality of our work and I personally work on the cars myself and oversee all of my employeesI honestly believe that Mr*** does not have a legitimate claim
During the washing process, customers must stay in their car, as we do not allow employees to drive any customer's car to the drying areaFor this reason, our customers are told to stay in their cars while they are being washed
I spoke to my employee and this is his account on the situationHe states that the employees had already finished washing the car when Mr*** pointed to his car's back window from inside of his carHe thought that Mr*** wanted him to spray the back windowHe, who was standing on the passenger *** of the car pointed the hose to the back of his windowThen, Mr*** proceeded to open his car and get out of the carThe water from the top of the car combined with the pressure from the hose probably dripped onto Mr***Once He realized Mr*** opened the door, he stopped the hose and said "sorry." Mr*** never spoke a word to Tin, much less "yelled at the washer," which he states in his letter
Mr***, then, drove his car around to the front where we dried his car offWhen I saw Mr***, his clothes were not "drenched in dirty car water." At that time, Mr*** pointed out a couple of spots on his car, which he felt were not completely cleaned and I personally took care of those spots to his satisfactionBecause customer satisfaction is what I strive for, I spent extra minutes cleaning his carHe got in his car after paying the $and started to drive offSuddenly, Mr*** stopped his car and decided to get outFor the first time, he complained to me about being sprayed with water by one of my employees while his car was being washedI then went over and interviewed the worker in question and he told me that he did not intentionally spray Mr*** and stopped the hose when Mr*** got out to avoid spraying himMy employees are honest, hard working individuals who meant no harm to Mr***
When I refused to give Mr*** his money back, he began to curse at me calling me "***"At this point, I felt very disrespected and further gave me a reason not to give Mr*** his money backWhat I do not understand is why Mr*** did not decide to complain until he completed the entire car wash process and paidIf he was truly upset, he would have expressed his complaints to me at the moment he was "sprayed" with waterI sincerely believe that he is trying to take advantage of a small business owner and I do not believe his actions are fair and ethicalMy employee did what was right and apologized to him, even through it was Mr***'s fault that he was sprayed with water, he decides that he can simply complain and get a free car washIn addition, I am appalled by Mr***'s attitude towards immigrants when he states that your car wash should not have employees who lack English communication skills and that it should be "illegal"Being an immigrant myself, I would not want to apologize to someone who sees those lacking English communication skills as "illegal"Obviously, Mr*** feels he is very privilege and above my employeesI do not feel that I am obligated to give Mr*** his money back as he did in fact receive what he paid for: a hand car wash
Thank you for your time,
Tracy ***
Initial Consumer Rebuttal /* (3000, 7, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Mrs***,
I do not accept this responseFirst of all what Ms*** said is completely because like I mentioned before I took my car in to have it washedWhen the incident first happened, she wasn't even aroundBecause my face and the top of my clothes were drenched in waterI sat and waited while the car was being scrubbed and when the car finished I was notified by the washer that it was doneWhile I was inside my vehicle I had noticed dirt spot on the rear windowAnd that is when I decided to get out of the car to notified the washer he missed a spotSecondly I don't ever remember hearing him telling me he was sorry or received any apology whats so everI would assume because he couldn't speak good English
Yes I did a curse at Ms*** because instead of taking the initiative to help address the matter of my situation as the customer, I felt disrespected when she told me that it was my problem and I was at fault for being sprayed and had the nerve to tell speak to her attorney where he too tells me I am at fault when really I was not in control of sprayI have a witness as to how Ms*** behave when I tried to addressed the problem to her before I got upset with herWhen on earth would I get out of my car while the workers doing their job? I don't ever stand in the way of workersPlus I felt misguided when I questioned Ms*** on where the manager was and her response was that the manager was on vacation and said she didn't know when the manager would returnWhen really she was the managerSo I felt like I was lied to
Plus I was told by another employer of the car wash that whenever customers complain she was always have other employers that work in a different department of the same company do her dirty work since she can't speak good EnglishThat's why I say what I think what she is doing is illegal and unfair to the employer that works in a different departmentIt doesn't make sense for workers who don't speak good English and have lack communication assisting English speaking customers whenever there is a complaint
But I am glad Ms*** came to her senses in giving me back my moneyHope for the best that she learns to take initiative of addressing her customers problems whenever there is a complaint instead of brushing them away and blaming for them over the workers actions
Thank you for your time,
*** ***