Tesoro

Complaint: ***I am rejecting this response because: My question is this, if you do not cover windshields why have me fill out a claim form and wait and put me off every time I call? I am not a mn I know that Alaska uses gravel and glass breaks but if you look around you do not see many that instantly crack down the middle from top to bottom with no pit in itI realize that you are not going to do the right thing and payI almost feel it would be worth my time and warn everyone entering your car wash that they may have their windshield cracked like mine and they will be out of luckMaybe they will rethink where they do businessSincerely,*** ***

Hello
I am writing in response to the complaint filed against the Tesoro 2go in Eagle River, Alaska. The customer stated that her windshield was cracked after using the car wash at the location. Car wash damage is not covered and it is noted on the signage at the front of the
wash. Although unfortunate that the customer’s windshield cracked after the car was washed, this can be attributed to many factors. Alaska uses gravel on all roads in the winter and the gravel can compromise the windshield with the smallest chip that may not be seen Alaska also has fluctuating temperatures causing windshields to become cold quickly when not in garage. Being that a car wash uses hot water, there is a possibility of crack due to the temperature stress of the hot water hitting the cold windshield. We do maintain our washes and they are tested regularly for any problems that may cause damage to vehicles. No other damaged vehicles were reported that day and being that the cause of the windshield crack can be attributed to many factors and that there are posted placards indicating that the store is not responsible for damage, the claim was denied
*** ***
Retail Area Manager--Anchorage
AK, INC/ Alaska 2GO Stores
Cell Phone: *** | Email: ***

Review: see Attached documentDesired Settlement: see Attached document

Business

Response:

This letter is in response to the above-referenced matter. i

Tesoro processes debit card transactions in accordance with the associated card brand’s operating regulations. The financial institution that issued this customer’s card is responsible for its authorization-hold practices. 1

A Tesoro representative has been in contact with the customer and has offered to work directly with the financial institution on the customer’s behalf to resolve the matter.

Tesoro values its customer relationships and is committed to providing quality service.

Business

Response:

When Tesoro representatives spoke with Ms. [redacted] in late March, she was advised that the financial institution that issued the card is responsible for its authorization-hold practices. Tesoro offered to assist in a telephone conference with her bank to facilitate a resolution. Ms. [redacted] was provided with the toll-free phone number below in which representatives are available during the business hours of 9 a.m.-5:30 p,m. Central Daylight Time, Monday-Thursday.

Ms. [redacted]'s communications with Supervalu (a/k/a Albertsons) regarding this matter were conveyed to Tesoro and Tesoro once again extended the offer to be on a telephone call with Ms. [redacted] and her bank; moreover, specific times were presented to Ms. [redacted] when a Tesoro representative would be available for such a call. To date, Tesoro has not been contacted by Ms. [redacted] at the phone number provided.

Tesoro values its customer relationships and has been willing to assist Ms. [redacted] in resolving this matter, as set forth above.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

I have reviewed the response made by the business in reference to complaint ID 9479259, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]