Pursuant to the letter dated 1/9/2017 with the case #
[redacted], please find the response of Car Pool Car washes. Customer did visit
Car Pool Car Wash on December 12/31. The manager received a very belligerent
expression of dissatisfaction from the customer, which had parked at our annex
facility...
next door. The communication was quite explosive and attracted a high
level of spectator attention. Given this, we received and reviewed the
complaint about scratches on the trunk lid. We reviewed our video cameras to
follow the sequence in which the vehicle followed during the visit to see if
anything unusual took place and how the scratches were possible created. The
camera showed nothing touched the trunk at the vacuum station, which is the
entrance of the car wash. The vehicle entered the car wash after being sprayed
with high-pressure soap and water and preceded through the car wash. There are
no cameras inside the car wash, however, the vehicle traveled through the car
wash cycle, without incident (as defined by no mechanical malfunctions), as did
several hundred other cars on that day. Based on testimony of the manager, the
customer suggested the mitter cloth cleaning material created inside the
carwash tunnel or an employee created the scratches on the trunk. It is
impractical to suggest that the mitter cloth inside the car wash created
scratches on the trunk. The mitter cloth travels over the hood and the roof
prior to touching the trunk. It defies possibility that the cloth could
physically impinge the integrity of the trunk paint surface without first
affecting the hood and the roof. The mitter cloth is contacted by a steady
stream of foamy detergents, and is also lubricated and flushed with water for
every vehicle that is washed. During the investigation, the manager noted
scratches on the roof that were unreported until he pointed them out. The
cameras show the vehicle parked on the exit end where it was towel dried in the
manner customary for all vehicles that are serviced. The video shows no unusual
occurrences with equipment or employees touching the car with anything besides
towels on the exit end of the car wash. There were no other incidents (of any
sort) during the period of time in which the vehicle was being provisioned.
There were no other reports for the day, week, or month of anything similar
from any car wash customers. While conveying this to the customer, the dialogue
continued to be explosive and belligerent between the customer and the Car Pool
representatives. It proceeded to the point that a resolution could not be
attained but blame and accusations were filed without the presence of physical
evidence that remotely suggested that the scratches were created by an event at
the car wash. The customer called the police. During their discussion in front
of the Detail shop, the police offered the customer options and advised her of
general consumer rights. The customer subsequently posted a negative review on
the adjacent Detail Shop’s website. Whether intentional or not, this damages
this business segment which has no direct implication to the genesis of the
problem. This shop could, however be quite instrumental in resolving the issue.
It is important to understand that a large percentage of vehicles visit the car
wash when there is some degree of dirt on them, this usually makes the finish
difficult to clearly see. Most areas of a vehicle’s finish are clearly visible
after the vehicle has been washed. Car Pool’s position with the customer, as it
is with all customers to bring resolutions to problems in a favorable manner.
Because of the highly charged emotional state the dialogue to attempt to buff
the scratches was never engaged. It is difficult to come to a resolution when
we are met with belligerence and viewed as acquiescent. We would request the
removal of the unfair review by the customer from the website of the Detail
shop, (which had no involvement) and an approach to resolution without the
intent to intimidate and bandstand at our facility. Given the facts as we see
them, and to be consistent with the vein of our business philosophy, we are
willing to receive the vehicle and polish the trunk lid in an attempt of
goodwill and to resolve this issue. If the scratches cannot be fully removed by
polishing, we will consider the goodwill diligence and improved condition of
the trunk as resolution to the issue. Sincerely, Tyree B[redacted] COO Car Pool Car Washes
Pursuant to the letter dated 1/9/2017 with the case #
[redacted], please find the response of Car Pool Car washes. Customer did visit
Car Pool Car Wash on December 12/31. The manager received a very belligerent
expression of dissatisfaction from the customer, which had parked at our annex
facility...
next door. The communication was quite explosive and attracted a high
level of spectator attention. Given this, we received and reviewed the
complaint about scratches on the trunk lid. We reviewed our video cameras to
follow the sequence in which the vehicle followed during the visit to see if
anything unusual took place and how the scratches were possible created. The
camera showed nothing touched the trunk at the vacuum station, which is the
entrance of the car wash. The vehicle entered the car wash after being sprayed
with high-pressure soap and water and preceded through the car wash. There are
no cameras inside the car wash, however, the vehicle traveled through the car
wash cycle, without incident (as defined by no mechanical malfunctions), as did
several hundred other cars on that day. Based on testimony of the manager, the
customer suggested the mitter cloth cleaning material created inside the
carwash tunnel or an employee created the scratches on the trunk. It is
impractical to suggest that the mitter cloth inside the car wash created
scratches on the trunk. The mitter cloth travels over the hood and the roof
prior to touching the trunk. It defies possibility that the cloth could
physically impinge the integrity of the trunk paint surface without first
affecting the hood and the roof. The mitter cloth is contacted by a steady
stream of foamy detergents, and is also lubricated and flushed with water for
every vehicle that is washed. During the investigation, the manager noted
scratches on the roof that were unreported until he pointed them out. The
cameras show the vehicle parked on the exit end where it was towel dried in the
manner customary for all vehicles that are serviced. The video shows no unusual
occurrences with equipment or employees touching the car with anything besides
towels on the exit end of the car wash. There were no other incidents (of any
sort) during the period of time in which the vehicle was being provisioned.
There were no other reports for the day, week, or month of anything similar
from any car wash customers. While conveying this to the customer, the dialogue
continued to be explosive and belligerent between the customer and the Car Pool
representatives. It proceeded to the point that a resolution could not be
attained but blame and accusations were filed without the presence of physical
evidence that remotely suggested that the scratches were created by an event at
the car wash. The customer called the police. During their discussion in front
of the Detail shop, the police offered the customer options and advised her of
general consumer rights. The customer subsequently posted a negative review on
the adjacent Detail Shop’s website. Whether intentional or not, this damages
this business segment which has no direct implication to the genesis of the
problem. This shop could, however be quite instrumental in resolving the issue.
It is important to understand that a large percentage of vehicles visit the car
wash when there is some degree of dirt on them, this usually makes the finish
difficult to clearly see. Most areas of a vehicle’s finish are clearly visible
after the vehicle has been washed. Car Pool’s position with the customer, as it
is with all customers to bring resolutions to problems in a favorable manner.
Because of the highly charged emotional state the dialogue to attempt to buff
the scratches was never engaged. It is difficult to come to a resolution when
we are met with belligerence and viewed as acquiescent. We would request the
removal of the unfair review by the customer from the website of the Detail
shop, (which had no involvement) and an approach to resolution without the
intent to intimidate and bandstand at our facility. Given the facts as we see
them, and to be consistent with the vein of our business philosophy, we are
willing to receive the vehicle and polish the trunk lid in an attempt of
goodwill and to resolve this issue. If the scratches cannot be fully removed by
polishing, we will consider the goodwill diligence and improved condition of
the trunk as resolution to the issue. Sincerely, Tyree B[redacted] COO Car Pool Car Washes