Uptown Auto Spa

I am rejecting this response because: Miriam has been very helpful recently, but I was in contact with the owner ( [redacted] ) a week after the incident, November 10th He told me that when he spoke to his insurance he was told everything was moving in a positive direction and he thought our vehicles would have been in the process of being repairedAlthough the car wash does offer to tape down your windshield wipers, they do not tell you whyTo a customer, this is just an inconvenienceIf they tape down your wipers, then when you are done, you have to pull into the parking lot and remove the tape instead of just continuing on your wayIf leaving your wipers untapped can cause so much damage, they should explain the risks to the customers at the time they offer to tape them downThe claim of no negligence offers no comfort to the customers who brought their vehicles into a business in an effort to take care of their investments, and wound up with damaged propertyWhen you bring your vehicle in to a business to take care of your vehicle and make it look better than when it went in and it comes out damaged, in this case, about $for my car, then you feel that they should correct the problemFrom a customer's point of view, the vehicle brought to the business is put in their care, and if it is damaged under their care, they should take the responsibility to make it rightMiriam says that she has put hours of time into helping with thisThe shop needs to put in as many hours as it takes to repair the cars for the customers or get the customers reimbursed for the repairsSince I've already tried to get my car repaired, I would like to have the amount paid out by me to be reimbursedIf they will not reimburse us, then they should continue to fight on our behalf to get the "responsible" party to pay us back

Good Afternoon Miriam, I believe we had left a message after receiving the original notice of complaint from our customer, [redacted]. But then we didn't receive a call back and got another letter.  This incident occurred back in November. A customer going through our automated car wash had...

turned their windshield wipers ON during the wash (which we have warnings telling them NOT to), and it was pulled off during the wash and lodged into our brushes. Which ended up scratching the 4 cars that followed until management was made aware of the situation and inspected the cause.  We filed a claim with our insurance, who denied it as our camera footage on our 28 cameras were enough to show that we were not at fault, nor liable for this incident. Our insurance did file the claim with the responsible party on behalf of all the cars involved and our part was done at that point.  A few weeks ago (the same date I assume he filed this complaint), he made numerous negative reviews about his experience at our facility which is when I was made aware that the responsible party's Insurance denied their claim, and [redacted] was forced to pay the difference. I have since spoken to him, and gone above and beyond the scope of our responsibilities by contacting HIS insurance agency and submitting all the footage to them to help him get this claim resolved and get his money back. I have actually spent about 8 hours investigating all of the footage, making notes, and sending it all to his insurance on his behalf,  to ensure that he is taken care of.  I have sent him a copy of the letter you sent us asking him to rescind his complaint. But I am also contacting you to give you our formal response.  This was an extremely unfortunate incident, that we had NO liability for.  But are still attempting to make sure he is taken care of. Please let me know what we do from here.  I would hope that by the emails I've sent on his behalf, and all the contact I've had with him he would take his complaint back.  Thanks so much Miriam. -- Regards,

I am rejecting this response because:
Miriam has been very helpful recently, but I was in contact with the owner ([redacted]) a week after the incident, November 10th 2017. He told me that when he spoke to his insurance he was told everything was moving in a positive direction and he thought our vehicles would have been in the process of being repaired. Although the car wash does offer to tape down your windshield wipers, they do not tell you why. To a customer, this is just an inconvenience. If they tape down your wipers, then when you are done, you have to pull into the parking lot and remove the tape instead of just continuing on your way. If leaving your wipers untapped can cause so much damage, they should explain the risks to the customers at the time they offer to tape them down. The claim of no negligence offers no comfort to the customers who brought their vehicles into a business in an effort to take care of their investments, and wound up with damaged property. When you bring your vehicle in to a business to take care of your vehicle and make it look better than when it went in and it comes out damaged, in this case, about $2000 for my car, then you feel that they should correct the problem. From a customer's point of view, the vehicle brought to the business is put in their care, and if it is damaged under their care, they should take the responsibility to make it right. Miriam says that she has put 8 hours of time into helping with this. The shop needs to put in as many hours as it takes to repair the cars for the customers or get the customers reimbursed for the repairs. Since I've already tried to get my car repaired, I would like to have the amount paid out by me to be reimbursed. If they will not reimburse us, then they should continue to fight on our behalf to get the "responsible" party to pay us back.