Tanglewood Auto Wash-Shell

Review: The rare and hard to find white hubcap of my vintage 1976 Mercedes 300D came off in the wash and was ran over by the truck behind me destroying it beyond repair. Apparently "this has never happened before". I filled out a form, but was told there wasnt anything they could do as it was my fault that my hub cap was 'probably loose" When I said I felt I should at least not pay for wash [redacted], the manager, insisted. I "snatched" the ticket from him to pay and walked into the store as I wanted to deescalate the situation. [redacted] followed me in, and loudly told me know one has ever acted like me (keep in mind I never raised my voice or called attention to the situation) As I was paying and ready to leave he said he was going to "call the cops". "For what?" "snatching that ticket like that!" I smiled a little at at the thought of not only waisting the time of our police officers, but at how silly the whole thing have become. [redacted], who seemed angered by my inability to take him seriously at this point said, "who do you think you are anyway?" "Nobody, just a former customer". I guess I would be charged with "assault by paper cut" I just bought the car last week and this was the first wash. I have always gone to Tanglewood as they are the best of the best and ONLY would trust this car to them. To replace the cap is $200+. [redacted] was beyond rude and 100% unapologetic. He insisted this was my fault and my responsibility. At no point did he apologize or try to make amends. He, instead, handled my anger with anger. I own a media production company and I know the value of validating my clients frustrations and will do anything in my power to make sure I keep them a client for life. So far, I have been successful. The customer ISN'T always right. But it is never, ever, ok for someone representing a business to behave this way. I am saddened by this turn of events and will not be shy in telling people about it.Desired Settlement: Just replace the hubcap. It really is not big deal. They have insurance for this very reason. Also, refund the $30 I paid for the wash. That is like charging me for a meal that was covered in dog hair. As a former news reporter, anchor and host (including here in Roanoke) I know how quickly these type of situations can snowball as others speak out about how they had similar situations. For the record, I am not threatening to call the media. As someone with 15 years of on-air experience, this is not a story. But in a world of social media, it will play well.

Business

Response:

Tanglewood Autowash[redacted]###-###-####October 20, 2015RE: Customer Complaint ID [redacted]Tanglewood Autowash Response to Customer complaint to Revdex.com;The customers’ hub cap from his 1976 vehicle did come off in the carwash; we do not deny the incident. However, the way events transpired after the occurrence was not quite as customer claimed. It is our standard company procedure when there is any incident with a customer’s vehicle that an Incident Report be filled out by the customer. After receiving an estimate and conferring with the other managers on duty a determination whether or not to pay that claim is made. The first manager to respond was [redacted], who asked the customer to fill out that report. The customer was behaving confrontational so [redacted] called over to [redacted], the manager in charge of the entire facility. During the conversation between the customer and [redacted], the customer became very belligerent and loud. [redacted] was attempting to point out that the same equipment that cleaned the front tire also cleaned the rear tire and as the front hubcap did not come off, the rear hubcap must have been loose. Unfortunately there is no way for anyone to see this happening in the middle of the carwash tunnel, and there was a large SUV behind this customer so the hubcap was caught under the SUV and dragged along the track. [redacted] during this explanation never said that we would not pay for the hub cap. He was just following procedure. The customer said that there was no way he was going to pay for his carwash. [redacted] said that he would note that on the incident report, the customer then angrily snatched the carwash ticket from [redacted]’s hand and stormed inside the convenience store. In our 27 years of business we have never had a customer behave this way. So [redacted] told the customer that he needed to leave the premises and if he did not the police would be called. The customer became very argumentative and aggressive. He made a large show of telling [redacted] that he was very important with 10,000 Twitter followers and that we would regret treating him this way. That evening he then got on social media and posted his side of this story on [redacted], along with a copy of the estimate. We have yet to receive a copy here at the location. This customer was rude, confrontational, and attempted to bully our staff into paying for a part that we more than likely would have paid for anyway. Now his threats of further social media attacks, telling a decidedly skewed version of events, are escalating the situation un-necessarily. The customer has now placed himself in a position to be sued for libel and slander.Our counter offer for settlement: We will replace the hubcap at our cost, upon the following conditions… we require a copy of an estimate from a dealer as is procedure, and the customer retracts his comments in all social media formats and agrees not to further assault our business in this way.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.The following is an invoice from the only supplier of the part that I could find.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Still no check. Because they agreed in writing to reimburse, I have grounds to go to small claims. I will give Tanglewood one week to get me the check. After that I will have no choice but to follow through in court. Thanks[redacted]

Business

Response:

Please advise the client that the agreement stated:“Our counter offer for settlement: We will replace the hubcap at our cost, upon the following conditions… we require a copy of an estimate from a dealer as is procedure, and the customer retracts his comments in all social media formats and agrees not to further assault our business in this way. “To date, the client has not retracted his comments on social media… we will be happy to reimburse him when the conditions of our settlement offer are met. Thank you, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. Have received the money for the hubcap.Regards,

Review: Employe broke $184.00 ignition key while moving car. They denied it and said broken before we arrived. I advised I was going to get key replaced and would be back. When I came back Mike Bell the owner stated "you didnt think I was paying for this today did you?"Desired Settlement: Pay for the receipt we left at business $184.00 From [redacted]

Business

Response:

On the day of the incident, we expressed to the customer that we have a procedure to follow whenever there is any sort of incident. There is a form to fill out and a management review process. We have since this incident reimbursed the customer the cost of the key.Thank you, Mike Bell

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,