Suds Car Wash, Inc.

Mrs. [redacted] visited Suds Car Wash and Detail, located at [redacted] at4:16 on March 29th, 2016; purchasing an Ultimate Car Wash in the amount of $29.99. The Ultimate Car Wash includes the following: 1. Interior Vacuum 2. Conveyor Wash 3. Under-Body Wash...

w/Rust inhibitor and Triple Coat Polish 4. Clear Coat Sealant w/UV protection 5. Wheel Bright (Brake Dust Removal), Wheels Hand Wiped, Tire Dressing 6. Towel Dry (including trunk upon request) 7. Windows Cleaned Inside and Out 8. Dusting of Dash, Console and Doors 9. Exterior Trim Dressing 10. Air Fragrance of Choice Customers arrive at the sales island, where they are greeted by Suds Staff and select their desired wash packages. The sales island is also the location where all of the vacuuming of the vehicle occurs. During the vacuuming process, the seats are moved back and forth so vacuuming can take place underneath and around them. It was observed by the staff at the vacuum island, upon arrival, that Mrs. [redacted]’s front passenger seat would not move in either direction and appeared to be jammed, in response to this observation; the staff did not continue to engage it. It is important to note that the vehicle arrived to Suds’ facility in this compromised condition. Upon wash completion of the vehicle, management was alerted that the seat was not properly operating, at which point, the general manager [redacted] was summoned for assessment of the vehicle’s condition. During the assessment process, [redacted] physically removed 3 water bottles, 1 Styrofoam cup and one canned air freshener from underneath the passenger seat of Mrs. [redacted]’s [redacted]. It was observed that the air freshener was solidly wedged under the seat to the point that the bracket for the seat mechanism was popped out of place and bent, thus popping an operational pin out of place; the reason the seat was in operable upon arrival to the facility and Suds staff was unable to clean underneath it. [redacted] explained to her the issues with having debris underneath the seat at which point Mrs. [redacted] commented to him that she was “having a bad day.” Upon observing that the seat was jammed, [redacted] requested assistance from Suds neighbors the [redacted] who (specializes in repairing and maintaining foreign cars; this car is a [redacted]). The tech from the [redacted] whose name also happens to be [redacted] spent approximately 20 minutes exhaustively repairing the immobile seat. [redacted] from [redacted] put the pin back into the motor so the seat would move back and forth; informed [redacted] (Suds manager) the seat was basically fixed however couldn’t guarantee that the problem wouldn’t arise in the near future, as the seat needed to be taken apart, which [redacted] (Suds Manager) in turn relayed to Mrs. [redacted]. Upon learning of the seat diagnosis from the [redacted] tech [redacted], Mrs. [redacted] aggressively proceeded into the Suds gift shop, demanding my personal phone number; something the staff is not permitted to release to customers. [redacted] did not advise the cashier to not release my number, the staff is already well aware of this policy. I do have business cards in the gift shop, available to customers with my e-mail address on them; the requested and only approved method of contact for myself and my wife; both of us check or e-mail on a daily basis and respond promptly to any and all customer inquiries within a timely manner. Mrs. [redacted] hastily proceeded into the gift shop, belligerently yanking the front door open, in the presence of several customers and staff members, while aggressively yelling at [redacted] that “we broke her car”, stating, “you did, you did.” In fact her demeanor was so combative that she actually scared our cashier to the point that she felt unsafe in her own work environment in addition to making the customers present feel extremely uncomfortable; an unnecessary scene. [redacted] tried desperately to calm the situation, never raising his voice towards Mrs. [redacted] who proceeded to attack my employee with verbally abusive language specifically telling him; “[redacted], go [redacted] and [redacted].” At this point due to this vivid and excessive display of profanity on behalf of Mrs. [redacted] towards [redacted] and in the presence of several customers, one who happened to be a small child might I add, [redacted] our greeter who overheard the encounter, entered the scene in effort to defend [redacted] from the verbal abuse and attempt to diffuse the situation as a neutral third party. Mrs. [redacted] also threatened my manager stating “you are lucky my husband isn’t here.” As a family owned and operated business running solid for nearly 11 years in El Dorado Hills, [redacted] has been the General Manager since opening day in 2005. Suds successfully washes and services thousands of cars each and every month, in addition to providing many jobs and heavily donating back to the community from both the car wash and boutique. The staff, facility and workmanship are all admired and well respected by and within the community. [redacted] engaged every measure to assist Mrs. [redacted] in reconciling the issue with her seat, even though it was known by Suds staff who worked on the vehicle that the facility was not the cause of the damage to the seat. The fact that there were multiple articles of debris underneath the seat, specifically an air freshener can that physically was jammed into the motor bracket cannot and will not be accepted as a viable damage claim pertinent to any sort of compensation on behalf of this establishment. As a business owner, I have many duties both to my customers and my staff. We assess each and every damage claim with a great deal of care, concern and extensive attention to detail and desire for reconciliation in the rare event that a situation for reconciliation arises. Our goal is and always has been 100% customer satisfaction; never at any time would our desire be for any customer to question our policies and ethics. It is also expected that my staff will be treated with respect by those who patronize my facility. My personal belief is that if there is even a 1% chance that my facility could have created a problem, I will absolutely not hesitate to do whatever needs to be done to make the situation right. In response to the above claim submitted on behalf of Mrs. [redacted]; her [redacted] arrived with excessive debris underneath the front passenger seat which in turn jammed the seat mechanism to the point of inoperability. The seat was fixed by [redacted] the tech from [redacted] and in operable condition upon the vehicles departure from the facility. The cashier was never told to “not give the owner’s personal phone number out by [redacted]”; it is known company policy to not give out the owner’s phone number; should a customer insist on speaking with me or my wife, they can contact us via e-mail per our business cards at the counter or leave their contact information with management at which point we will be contacted and promptly reply to inquiries. In response to [redacted] “verbally abusing and lunging at Mrs. [redacted] and being held back by one of the employees”, [redacted] my manager was verbally abused by Mrs. [redacted] who slang a plethora of profanities at him in the presence of many customers and employees coerced through proximity to hearing the vicious content, and due to her lack of discretion and self-control an innocent child as well. [redacted] was never restrained at any time, nor did he lunge at her. [redacted], the greeter injected himself into the situation to protect [redacted] from Mrs. [redacted]’s verbal assaults by attempting to diffuse the situation as a neutral 3rd party; whose hope was for her to leave so my staff and customers could be released from unwarranted and unsolicited verbal atrocities. The whole time Mrs. [redacted] attacked [redacted], he patiently and kindly stood in her presence, reiterating his condolences in response to her demeanor, hoped she had a better day and would try to help her. I personally contacted Mrs. [redacted] the evening of March 29th via telephone, spoke to her about the issue at which point she accused me of being [redacted] the manger and not [redacted] the owner. She also told me that she called the police and filed a report; at which point I simply responded with “what would you like me to do?” Her curt response to me was and I quote, “never call me again” and she hung up the phone on me; so respectfully acquiesce her request, further contact was declined. It is very rare that situations are unable to be resolved, we seek to resolve any and all discontent, however in this situation, all options have been exhausted to the fullest and I am not interested in entertaining the engagement of a patron who is abusive to my staff and unwilling to accept responsibility for their personal agency in the facilitation of damage sourced from their own negligence.

Review: I had my car washed and the passenger seat was broken by one of the workers. I discussed it with the manager [redacted]. He had someone look at it and they could not fix it. I asked for the owners number he refused to give me the name and number. I asked the receptionist for the number and he told her not to give it to me. He began to yell at me and became verbally abusive and lunged at me and one of the employees held him back. He finally let me leave only because the employee held him back. I was not able to get any resolve in this matter.Desired Settlement: I would like the seat in my car fixed as soon as possible.

Business

Response:

Mrs. [redacted] visited Suds Car Wash and Detail, located at [redacted] at4:16 on March 29th, 2016; purchasing an Ultimate Car Wash in the amount of $29.99. The Ultimate Car Wash includes the following: 1. Interior Vacuum 2. Conveyor Wash 3. Under-Body Wash w/Rust inhibitor and Triple Coat Polish 4. Clear Coat Sealant w/UV protection 5. Wheel Bright (Brake Dust Removal), Wheels Hand Wiped, Tire Dressing 6. Towel Dry (including trunk upon request) 7. Windows Cleaned Inside and Out 8. Dusting of Dash, Console and Doors 9. Exterior Trim Dressing 10. Air Fragrance of Choice Customers arrive at the sales island, where they are greeted by Suds Staff and select their desired wash packages. The sales island is also the location where all of the vacuuming of the vehicle occurs. During the vacuuming process, the seats are moved back and forth so vacuuming can take place underneath and around them. It was observed by the staff at the vacuum island, upon arrival, that Mrs. [redacted]’s front passenger seat would not move in either direction and appeared to be jammed, in response to this observation; the staff did not continue to engage it. It is important to note that the vehicle arrived to Suds’ facility in this compromised condition. Upon wash completion of the vehicle, management was alerted that the seat was not properly operating, at which point, the general manager [redacted] was summoned for assessment of the vehicle’s condition. During the assessment process, [redacted] physically removed 3 water bottles, 1 Styrofoam cup and one canned air freshener from underneath the passenger seat of Mrs. [redacted]’s [redacted]. It was observed that the air freshener was solidly wedged under the seat to the point that the bracket for the seat mechanism was popped out of place and bent, thus popping an operational pin out of place; the reason the seat was in operable upon arrival to the facility and Suds staff was unable to clean underneath it. [redacted] explained to her the issues with having debris underneath the seat at which point Mrs. [redacted] commented to him that she was “having a bad day.” Upon observing that the seat was jammed, [redacted] requested assistance from Suds neighbors the [redacted] who (specializes in repairing and maintaining foreign cars; this car is a [redacted]). The tech from the [redacted] whose name also happens to be [redacted] spent approximately 20 minutes exhaustively repairing the immobile seat. [redacted] from [redacted] put the pin back into the motor so the seat would move back and forth; informed [redacted] (Suds manager) the seat was basically fixed however couldn’t guarantee that the problem wouldn’t arise in the near future, as the seat needed to be taken apart, which [redacted] (Suds Manager) in turn relayed to Mrs. [redacted]. Upon learning of the seat diagnosis from the [redacted] tech [redacted], Mrs. [redacted] aggressively proceeded into the Suds gift shop, demanding my personal phone number; something the staff is not permitted to release to customers. [redacted] did not advise the cashier to not release my number, the staff is already well aware of this policy. I do have business cards in the gift shop, available to customers with my e-mail address on them; the requested and only approved method of contact for myself and my wife; both of us check or e-mail on a daily basis and respond promptly to any and all customer inquiries within a timely manner. Mrs. [redacted] hastily proceeded into the gift shop, belligerently yanking the front door open, in the presence of several customers and staff members, while aggressively yelling at [redacted] that “we broke her car”, stating, “you did, you did.” In fact her demeanor was so combative that she actually scared our cashier to the point that she felt unsafe in her own work environment in addition to making the customers present feel extremely uncomfortable; an unnecessary scene. [redacted] tried desperately to calm the situation, never raising his voice towards Mrs. [redacted] who proceeded to attack my employee with verbally abusive language specifically telling him; “[redacted], go [redacted] and [redacted].” At this point due to this vivid and excessive display of profanity on behalf of Mrs. [redacted] towards [redacted] and in the presence of several customers, one who happened to be a small child might I add, [redacted] our greeter who overheard the encounter, entered the scene in effort to defend [redacted] from the verbal abuse and attempt to diffuse the situation as a neutral third party. Mrs. [redacted] also threatened my manager stating “you are lucky my husband isn’t here.” As a family owned and operated business running solid for nearly 11 years in El Dorado Hills, [redacted] has been the General Manager since opening day in 2005. Suds successfully washes and services thousands of cars each and every month, in addition to providing many jobs and heavily donating back to the community from both the car wash and boutique. The staff, facility and workmanship are all admired and well respected by and within the community. [redacted] engaged every measure to assist Mrs. [redacted] in reconciling the issue with her seat, even though it was known by Suds staff who worked on the vehicle that the facility was not the cause of the damage to the seat. The fact that there were multiple articles of debris underneath the seat, specifically an air freshener can that physically was jammed into the motor bracket cannot and will not be accepted as a viable damage claim pertinent to any sort of compensation on behalf of this establishment. As a business owner, I have many duties both to my customers and my staff. We assess each and every damage claim with a great deal of care, concern and extensive attention to detail and desire for reconciliation in the rare event that a situation for reconciliation arises. Our goal is and always has been 100% customer satisfaction; never at any time would our desire be for any customer to question our policies and ethics. It is also expected that my staff will be treated with respect by those who patronize my facility. My personal belief is that if there is even a 1% chance that my facility could have created a problem, I will absolutely not hesitate to do whatever needs to be done to make the situation right. In response to the above claim submitted on behalf of Mrs. [redacted]; her [redacted] arrived with excessive debris underneath the front passenger seat which in turn jammed the seat mechanism to the point of inoperability. The seat was fixed by [redacted] the tech from [redacted] and in operable condition upon the vehicles departure from the facility. The cashier was never told to “not give the owner’s personal phone number out by [redacted]”; it is known company policy to not give out the owner’s phone number; should a customer insist on speaking with me or my wife, they can contact us via e-mail per our business cards at the counter or leave their contact information with management at which point we will be contacted and promptly reply to inquiries. In response to [redacted] “verbally abusing and lunging at Mrs. [redacted] and being held back by one of the employees”, [redacted] my manager was verbally abused by Mrs. [redacted] who slang a plethora of profanities at him in the presence of many customers and employees coerced through proximity to hearing the vicious content, and due to her lack of discretion and self-control an innocent child as well. [redacted] was never restrained at any time, nor did he lunge at her. [redacted], the greeter injected himself into the situation to protect [redacted] from Mrs. [redacted]’s verbal assaults by attempting to diffuse the situation as a neutral 3rd party; whose hope was for her to leave so my staff and customers could be released from unwarranted and unsolicited verbal atrocities. The whole time Mrs. [redacted] attacked [redacted], he patiently and kindly stood in her presence, reiterating his condolences in response to her demeanor, hoped she had a better day and would try to help her. I personally contacted Mrs. [redacted] the evening of March 29th via telephone, spoke to her about the issue at which point she accused me of being [redacted] the manger and not [redacted] the owner. She also told me that she called the police and filed a report; at which point I simply responded with “what would you like me to do?” Her curt response to me was and I quote, “never call me again” and she hung up the phone on me; so respectfully acquiesce her request, further contact was declined. It is very rare that situations are unable to be resolved, we seek to resolve any and all discontent, however in this situation, all options have been exhausted to the fullest and I am not interested in entertaining the engagement of a patron who is abusive to my staff and unwilling to accept responsibility for their personal agency in the facilitation of damage sourced from their own negligence.