When the customer stated that he believed scratches on his vehicle had occurred at the wash, we tried to explain to the customer that our wash tunnel uses neoglide cloth which is a closed cell cloth that does not retain dirt and sediment and is rinsed after each car passesWe ask if the customer would like to see the cloth in the wash tunnel and verify how vehicles are being washedBased on the nature of the scratch and how the cloth is touching the vehicle during the cleaning process, we can definitively identify that the scratch did not occur at the carwashTypically, if there is an issue in the wash tunnel, the issue will not resolve itself and will be noticed on multiple vehicles and not just one vehicleIf the customer has any additional question or concerns, please don't hesitate to contact management at ###-###-####
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:The body shop I took my new car to said they had had other customers come to them after being at Five Star auto spaThis cost me $to get fixedIf I thought with any doubt I would never had brought this upThis is a business that is not responsible for their mistakesI t has happened to othersTheir response of it can't happen is unacceptableThis is their way of not paying for their mistakes or even act like they careIf they had a new car and this happened I'm sure they wouldn't be so non careing Regards, [redacted] ***
Please see our response to the customer: The customer states: “As indicated within our initial? compliant, the Vendor in this case hasn't provided a signed? "initiation" form, and is simply relying upon the verbiage contained within the cancellation.”Out response:? Exhibit A that was provided in our initial response is the Wash Club Siform.? This form was filled out by the customer and all terms and conditions of membership are clearly listed on this form.? The terms of cancellation are written on both the initial siform and on the cancellation form for ease of reference.? The customer is on notice of the terms of the wash club at the time of sign-up.We have also attached the following exhibits to this response:Exhibit C (receipt from the initial purchase of the wash club), Exhibit D (credit card processor listing of all the months of this wash club billing that were processed), and Exhibit E (Wash Club Database history of membership history).? Exhibit C shows the date of purchase is when the customer chose and paid for a wash club membership.? On this day, June 18, 2017, the customer came into the office and filled out the Wash Club Siform and had us install the wash club tag (See Exhibit A referenced above).? All subsequent monthly billings of the wash club are on the same date as the initial sign-up.The customer states: “Additionally, this Vendor? was? verbally notified that parts for our vehicle were on back-order,? and as such that? we were unable to use their services.”? Out response:? Exhibit B that was provided with our initial response is the customer’s cancellation form.? This communication was the first notice to us that the customer wished to cancel their wash club or was even unable to use their wash club.? We had no knowledge or any way of knowing that the customer’s vehicle was not able to use the serviceWe received this notification from the customer in September, two and a half weeks after the wash club had already billed on August 18th.? The customer states: “Furthermore, this? Vendor hasn't provided any proof of any? services actually? provided for the month in? question arising from this dispute as to how they are in any? kind of way effectually damaged.? Wherefore, this Vendors last response is rejected as they were notified by phone that we? were unable to further use their services, and more importantly no services? were received for the last month? billed.”? Out response:? The wash club billing does not depend on usage.? We do not track which customers use their club every day and who uses the services once a month.? Much like [redacted] or a gym membership, the services are simply available for use, and the billing doesn’t change or depend on how much or how little the services are actually used
When the customer stated that he believed scratches on his vehicle had occurred at the wash, we tried to explain to the customer that our wash tunnel uses neoglide cloth which is a closed cell cloth that does not retain dirt and sediment and is rinsed after each car passesWe ask if the customer would like to see the cloth in the wash tunnel and verify how vehicles are being washedBased on the nature of the scratch and how the cloth is touching the vehicle during the cleaning process, we can definitively identify that the scratch did not occur at the carwashTypically, if there is an issue in the wash tunnel, the issue will not resolve itself and will be noticed on multiple vehicles and not just one vehicleIf the customer has any additional question or concerns, please don't hesitate to contact management at ###-###-####
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:The body shop I took my new car to said they had had other customers come to them after being at Five Star auto spaThis cost me $to get fixedIf I thought with any doubt I would never had brought this upThis is a business that is not responsible for their mistakesI t has happened to othersTheir response of it can't happen is unacceptableThis is their way of not paying for their mistakes or even act like they careIf they had a new car and this happened I'm sure they wouldn't be so non careing Regards, [redacted] ***
Please see our response to the customer: The customer states: “As indicated within our initial? compliant, the Vendor in this case hasn't provided a signed? "initiation" form, and is simply relying upon the verbiage contained within the cancellation.”Out response:? Exhibit A that was provided in our initial response is the Wash Club Siform.? This form was filled out by the customer and all terms and conditions of membership are clearly listed on this form.? The terms of cancellation are written on both the initial siform and on the cancellation form for ease of reference.? The customer is on notice of the terms of the wash club at the time of sign-up.We have also attached the following exhibits to this response:Exhibit C (receipt from the initial purchase of the wash club), Exhibit D (credit card processor listing of all the months of this wash club billing that were processed), and Exhibit E (Wash Club Database history of membership history).? Exhibit C shows the date of purchase is when the customer chose and paid for a wash club membership.? On this day, June 18, 2017, the customer came into the office and filled out the Wash Club Siform and had us install the wash club tag (See Exhibit A referenced above).? All subsequent monthly billings of the wash club are on the same date as the initial sign-up.The customer states: “Additionally, this Vendor? was? verbally notified that parts for our vehicle were on back-order,? and as such that? we were unable to use their services.”? Out response:? Exhibit B that was provided with our initial response is the customer’s cancellation form.? This communication was the first notice to us that the customer wished to cancel their wash club or was even unable to use their wash club.? We had no knowledge or any way of knowing that the customer’s vehicle was not able to use the serviceWe received this notification from the customer in September, two and a half weeks after the wash club had already billed on August 18th.? The customer states: “Furthermore, this? Vendor hasn't provided any proof of any? services actually? provided for the month in? question arising from this dispute as to how they are in any? kind of way effectually damaged.? Wherefore, this Vendors last response is rejected as they were notified by phone that we? were unable to further use their services, and more importantly no services? were received for the last month? billed.”? Out response:? The wash club billing does not depend on usage.? We do not track which customers use their club every day and who uses the services once a month.? Much like [redacted] or a gym membership, the services are simply available for use, and the billing doesn’t change or depend on how much or how little the services are actually used