Initial Business Response /* (1000, 5, 2015/05/08) */
Contact Name and Title: [redacted], GM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@simonsshineshop.com
Mr. [redacted] arrived at our shop on April 27th, 2015 at 10:19 am. After his vehicle was washed and returned Mr. [redacted] noticed...
several scratches in his paint. His immediate reaction was to accuse us of causing the scratches. We told him we would review the situation by speaking with our employees and reviewing the footage before getting back to him.
Later that day I reviewed the video footage of the time we spent on Mr. [redacted]'s vehicle. I found that our employees followed our procedure perfectly. They used freshly washed mitts and towels on the vehicle, and no object that could have cause a scratch came into contact with the vehicle while it was in our shop. We followed Mr. [redacted]'s vehicle on video through the entire process, and there is nothing there to suggest that we could have caused the scratches on Mr. [redacted]'s vehicle.
We understand when new vehicle owners are alarmed at the presence of scratches and blemishes on their vehicles. But it is a very common occurrence. Scratches can be caused in transportation, or by improper storage or dealer prep. These blemishes are often hidden with filling polishes off the lot, but become more apparent after the vehicle owner takes delivery and the polishes begin to wear off due to cleaning, general wear, etc.
We even offer a New Car Protection Detail specifically to address these issues. Many detailing shops do, in fact. If Mr. [redacted] would like to come in for this service we will offer him 25% off that service as a show of good faith. We will not, however, pay for any body shop services to repair the damage, because we do not believe that the damage was caused here.
Initial Business Response /* (1000, 5, 2015/05/08) */
Contact Name and Title: [redacted], GM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@simonsshineshop.com
Mr. [redacted] arrived at our shop on April 27th, 2015 at 10:19 am. After his vehicle was washed and returned Mr. [redacted] noticed...
several scratches in his paint. His immediate reaction was to accuse us of causing the scratches. We told him we would review the situation by speaking with our employees and reviewing the footage before getting back to him.
Later that day I reviewed the video footage of the time we spent on Mr. [redacted]'s vehicle. I found that our employees followed our procedure perfectly. They used freshly washed mitts and towels on the vehicle, and no object that could have cause a scratch came into contact with the vehicle while it was in our shop. We followed Mr. [redacted]'s vehicle on video through the entire process, and there is nothing there to suggest that we could have caused the scratches on Mr. [redacted]'s vehicle.
We understand when new vehicle owners are alarmed at the presence of scratches and blemishes on their vehicles. But it is a very common occurrence. Scratches can be caused in transportation, or by improper storage or dealer prep. These blemishes are often hidden with filling polishes off the lot, but become more apparent after the vehicle owner takes delivery and the polishes begin to wear off due to cleaning, general wear, etc.
We even offer a New Car Protection Detail specifically to address these issues. Many detailing shops do, in fact. If Mr. [redacted] would like to come in for this service we will offer him 25% off that service as a show of good faith. We will not, however, pay for any body shop services to repair the damage, because we do not believe that the damage was caused here.