Pursuant to the letter dated 1/9/with the case # [redacted] , please find the response of Car Pool Car washesCustomer did visit Car Pool Car Wash on December 12/The manager received a very belligerent expression of dissatisfaction from the customer, which had parked at our annex facility next doorThe communication was quite explosive and attracted a high level of spectator attentionGiven this, we received and reviewed the complaint about scratches on the trunk lidWe 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 createdThe camera showed nothing touched the trunk at the vacuum station, which is the entrance of the car washThe vehicle entered the car wash after being sprayed with high-pressure soap and water and preceded through the car washThere 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 dayBased 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 trunkIt is impractical to suggest that the mitter cloth inside the car wash created scratches on the trunkThe mitter cloth travels over the hood and the roof prior to touching the trunkIt defies possibility that the cloth could physically impinge the integrity of the trunk paint surface without first affecting the hood and the roofThe mitter cloth is contacted by a steady stream of foamy detergents, and is also lubricated and flushed with water for every vehicle that is washedDuring the investigation, the manager noted scratches on the roof that were unreported until he pointed them outThe cameras show the vehicle parked on the exit end where it was towel dried in the manner customary for all vehicles that are servicedThe video shows no unusual occurrences with equipment or employees touching the car with anything besides towels on the exit end of the car washThere 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 customersWhile conveying this to the customer, the dialogue continued to be explosive and belligerent between the customer and the Car Pool representativesIt 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 washThe customer called the policeDuring their discussion in front of the Detail shop, the police offered the customer options and advised her of general consumer rightsThe customer subsequently posted a negative review on the adjacent Detail Shop’s websiteWhether intentional or not, this damages this business segment which has no direct implication to the genesis of the problemThis 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 seeMost areas of a vehicle’s finish are clearly visible after the vehicle has been washedCar 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 engagedIt is difficult to come to a resolution when we are met with belligerence and viewed as acquiescentWe 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 facilityGiven 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 issueIf the scratches cannot be fully removed by polishing, we will consider the goodwill diligence and improved condition of the trunk as resolution to the issueSincerely, Tyree B [redacted] COO Car Pool Car Washes
Pursuant to the letter dated 1/9/with the case # [redacted] , please find the response of Car Pool Car washesCustomer did visit Car Pool Car Wash on December 12/The manager received a very belligerent expression of dissatisfaction from the customer, which had parked at our annex facility next doorThe communication was quite explosive and attracted a high level of spectator attentionGiven this, we received and reviewed the complaint about scratches on the trunk lidWe 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 createdThe camera showed nothing touched the trunk at the vacuum station, which is the entrance of the car washThe vehicle entered the car wash after being sprayed with high-pressure soap and water and preceded through the car washThere 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 dayBased 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 trunkIt is impractical to suggest that the mitter cloth inside the car wash created scratches on the trunkThe mitter cloth travels over the hood and the roof prior to touching the trunkIt defies possibility that the cloth could physically impinge the integrity of the trunk paint surface without first affecting the hood and the roofThe mitter cloth is contacted by a steady stream of foamy detergents, and is also lubricated and flushed with water for every vehicle that is washedDuring the investigation, the manager noted scratches on the roof that were unreported until he pointed them outThe cameras show the vehicle parked on the exit end where it was towel dried in the manner customary for all vehicles that are servicedThe video shows no unusual occurrences with equipment or employees touching the car with anything besides towels on the exit end of the car washThere 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 customersWhile conveying this to the customer, the dialogue continued to be explosive and belligerent between the customer and the Car Pool representativesIt 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 washThe customer called the policeDuring their discussion in front of the Detail shop, the police offered the customer options and advised her of general consumer rightsThe customer subsequently posted a negative review on the adjacent Detail Shop’s websiteWhether intentional or not, this damages this business segment which has no direct implication to the genesis of the problemThis 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 seeMost areas of a vehicle’s finish are clearly visible after the vehicle has been washedCar 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 engagedIt is difficult to come to a resolution when we are met with belligerence and viewed as acquiescentWe 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 facilityGiven 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 issueIf the scratches cannot be fully removed by polishing, we will consider the goodwill diligence and improved condition of the trunk as resolution to the issueSincerely, Tyree B [redacted] COO Car Pool Car Washes