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Address: 102 Centennial St, Dentsville, Maryland, United States, 20646-5967
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Address: 102 Centennial St, Dentsville, Maryland, United States, 20646-5967
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I went into this car wash to have my car washed which I have done many times before, same car wash, so location and no difference in the vehicle. Each time went though without any problems. This time the machine torn my antenna off my car which was bolted on and started busting my front windshield of my car out. I have a small rag at end of antenna which has been there whenever I have gone though this car wash before. No one warned me that it could cause a problem. I will tell you while sitting in the car when windshield being busted out scared mean half to death. I was trapped in the car with the machine running. No way to call anyone happened to quick, I did not know if whole windshield was going to come down on me or not. After over went to manager of the store and he kept saying not responsible, well I was really upset, called the police said was not vehicle accident so could not write report but left me card and number. I contacted they denied claim said piece of cloth on antenna is the reason the machine acted up. No one, nor, any sign told me I could not have that on my car. I am on disability and live on fixed income. I cannot afford to replace windshield on my car, I feel the company is responsible for having my windshield repaired on my car.
September 26, 2018
Marcia T ***
RE: Complaint ID; ***
Enclosure: (1) *** Instruction sign
(2) Photo of non-standard accessory antenna with rag
Dear Ms. T,
In response to the above referenced complaint, we have conducted a thorough investigation with the following findings:
•
As discovered in the video footage, the antenna had a rag attached to the top causing it to become caught in the brush. Our *** instruction sign located outside of the wash indicates to lower the antenna. It also indicates to not enter the car wash if the vehicle has non-standard accessories (rag attached to the antenna). Please reference enclosure (1). On August 7, 2018 (32) vehicles were washed that day with no other complaints or issues reported with the equipment.
Being guided by these facts, there is no direct evidence the facility or equipment was the cause of your damages.
A letter of denial was emailed to the customer on August 30, 2018 detailing the above findings. We continue to stand by the initial denial.
Best Regards,
Lindsay T
Risk Management Claims Coordinator
has advertisements on door and windows offering any size discounted fountain drinks with purchase. Well I purchased gas and got a fountain drink. They wanted to charge me full price. The clerk claims gas isn't included. But advertisement doesn't state that it only says with purchase. They refused to honor it.
On December 29th, I purchased diesel fuel from shell at *** IJAMSVILLE MD *** (which is a station owned by the wills group) Also known as Dash In. Unbeknownst to me, the fuel was contaminated, which caused my truck to brake down 40 some miles later, and had to be towed home. At first, I didn't know it was the fuel so I had a diesel mechanic to come and repair my truck, (which we just thought it was an Injector that failed). After replacing the Injector we started the truck and after 10 minutes of idling, the truck stopped running again. So he hooked up the computer again and it said two more injectors failed. So after that I was told to check the fuel in the truck and when I did, there was all kinds of grit and sand, rock or it could be rust in my fuel system. (Tank, filters, lines, pump).So at that time I contacted the shell station and they gave me a number to call 371 932 3600, I called that number for almost 2 weeks and got no answer, just a recording. Finally I found a website and contacted them that way. At around the same time I had my truck towed to a diesel garage , because the problem was bigger than we could fix. The shop found multiple problems from the contaminated fuel and it was going to cost around 4300 to repair, that's on top of the 1800 I already spent trying to fix it. After talking to there representative, Lindsay T, I explained the situation and it seemed like she was going to help me. She sent the case to there insurance division (***) for *** to handle. I was in contact with both individuals and I told them what happened explaining every detail and provided all documentation corroborating the contaminated fuel. Since this time I have been strung along, lied to and the most disrespect I have seen in a long time. They don't return my calls anymore, they send emails that there still looking into it or it's in review or evaluation. Feb 20th is the last email I received, it's now March 1st! please help
I am writing in response to the referenced customer complaint filed by *** regarding his fuel purchase at our station located at *** Frederick, MD ***.
The safety and security of our customers and the surrounding community is our top priority. We are committed to making sure our fuel centers are a reliable source for all on-the-road needs.
Upon learning of ***'s complaint on January 26, 2018, we followed our standard protocol and filed a claim with ***, our general liability coverage company of record, on January 29, 2018. While the complaint ran through the normal insurance process and procedures, *** conducted a thorough investigation and our results are as follows:
Key Points/Action Steps Taken:
• The alleged incident occurred on December 29, 2017. *** filed the complaint four weeks later on January 26, 2018 through the Dash In Food Stores, Inc. customer service hotline. Our Risk Management department reached out to the customer January 29, 2018 via the email provided. Information was received from the customer and instantly forwarded to our insurance carrier the same day. We immediately began our investigation. According to Mr. Ron T, our Maintenance & Compliance Manager, with a valid fuel contamination issue, the result is usually an immediate malfunction of the car engine with a customer most likely not being able to drive off the lot. *** stated in his complaint that after driving for 40 miles, his car shut down. With fuel contamination claims such as this one, there is typically more than one complainant. On his reported incident date of 12/29/17 there were 542 gallons of Diesel fuel sold with no other customer complaints. In addition, there have been no complaints reported to date. We have a daily electronic monitoring tank system that alerts the location and our maintenance and compliance department if there were water in the tanks. This system is monitored by ***. Please reference the attached enclosures which indicate no fuel contamination was found. Please refer to the water height column. These results were reported back to Selective
Insurance on January 30, 2018. PO Box *** | *** | La Plata MD *** | ***.com
A Wills Group Company
To ensure we had all information pertinent to the investigation, *** sent an appraiser to evaluate ***'s vehicle. PEH Risk Manager Brooke R spoke with *** on February 9, 2018 to provide an update. She explained that as part of the investigation, the water levels were reviewed for the entire month and reflected a reading of 0 inches of water. In addition, she explained that we follow up with the site to see if there were other complaints. At this time, no other complaints had been received. Mrs. R told him that we would make a decision regarding liability within the next few days. We informed *** of the findings and to issue a denial for the damages claimed on February 13, 2018. *** followed up with *** informing him of the denial on March 9, 2018 via postal mail.
***, LLC did its due diligence in reporting the claim to its insurance company, as well as conducted a thorough investigation, with daily detailed *** inventory reports. Our results validate that no fuel contamination occurred at this *** location on December 29, 2017.
Thank you for the opportunity to provide our input, as well as the results of our investigation here. Please let us know if there is more information we can provide you. Should you have additional questions, please contact me on or ***@willsgroup.com.
Kind Regards,
Brooke R Risk Manager