Dear Ms [redacted] :Thank you for forwarding Ms***s complaint to us We have investigated the facts of her complaint and respectfully disagree to its contents As you indicated in your correspondence to us, there usually is two sides to the story; that is especially correct hereLate in the afternoon—after the subject truck was washed early in the morning, Ms [redacted] called and was irate; first, she complained that the truck door was left open as it traveled on the conveyor through the car wash tunnel; we checked the video of the truck being washed; the doors were closed She was invited to bring the truck to the car wash and we would professionally clean and dry the interior; she declined, instead claiming: “I already dried it with a towel.” She then started yelling obscenities; she was asked not to return to the car wash in the future; after more obscenities from her, the call was terminated.The next day, she called me and apologized for her behavior; she told me that she had been a long time customer and said that she wanted to keep using our services I thanked her and said (words to the effect): “since you are an established customer, you’re aware of our ‘buy washes get free’ policy; I will issue wash credits both for your car and for the truck, so you will get free washes.” She thanked me profusely.Both she and her husband received a free car wash for their car and their truck Later, she wanted another free wash, and, when she was informed that she already received her two free washes, she called again, the next day Once again, she was irate and said that we are “scammers” because we will not give her twenty free car washes.Our review of our video satisfied us that her truck interior did not get wet while at Vista Palms; in addition, her first complaint was approximately seven hours after the vehicle was washed—and—when we asked her to bring the truck back so we could professionally clean and dry the interior at no charge, she said that she had already dried it with a towel Although it was highly unlikely that her truck interior got wet here, we take customer service seriously, which is why we offered to clean and dry the interior immediately And, as a gesture of good will, we gave her two free car washesHopefully, when Ms [redacted] reads this letter, she will realize that we made every effort to make her happy—and, that it is patently unreasonable to think that a business would give away $(the cost of car washes for her car and her truck) under these circumstances (wet interior first reported seven hours later; customer able to clean/dry the wet spot with a towel and declined to have us professionally clean and dry her interior) I suppose it is possible that, even though she is a long-time customer and is familiar with our 11th car wash free policy, that she thought when I told her I would issue wash credits so she would get a free car wash on each vehicle, she tuned me out after “issue wash credits” and thought she would receive “washes on each vehicle.” If that’s the case, I request of Ms [redacted] that she withdraw her complaint.Regards, [redacted] MVista Palms Car Wash Manager
Thanks for sending Ms***s response to us As we stated previously, we always try to provide excellent customer service The things we reported to the Revdex.com when Ms [redacted] submitted a complaint were accurate Under the circumstances, we think it best that Ms [redacted] have her vehicles washed at a different business in the future Vista Palms Car Wash has been in business at the same location for more than years We tried to bend over backwards to appease Ms***, but unfortunately were not able to do so; we wish her and her husband wellBest Regards, [redacted] MVista Palms Car Wash
Dear Ms [redacted] :Thank you for forwarding Ms***s complaint to us We have investigated the facts of her complaint and respectfully disagree to its contents As you indicated in your correspondence to us, there usually is two sides to the story; that is especially correct hereLate in the afternoon—after the subject truck was washed early in the morning, Ms [redacted] called and was irate; first, she complained that the truck door was left open as it traveled on the conveyor through the car wash tunnel; we checked the video of the truck being washed; the doors were closed She was invited to bring the truck to the car wash and we would professionally clean and dry the interior; she declined, instead claiming: “I already dried it with a towel.” She then started yelling obscenities; she was asked not to return to the car wash in the future; after more obscenities from her, the call was terminated.The next day, she called me and apologized for her behavior; she told me that she had been a long time customer and said that she wanted to keep using our services I thanked her and said (words to the effect): “since you are an established customer, you’re aware of our ‘buy washes get free’ policy; I will issue wash credits both for your car and for the truck, so you will get free washes.” She thanked me profusely.Both she and her husband received a free car wash for their car and their truck Later, she wanted another free wash, and, when she was informed that she already received her two free washes, she called again, the next day Once again, she was irate and said that we are “scammers” because we will not give her twenty free car washes.Our review of our video satisfied us that her truck interior did not get wet while at Vista Palms; in addition, her first complaint was approximately seven hours after the vehicle was washed—and—when we asked her to bring the truck back so we could professionally clean and dry the interior at no charge, she said that she had already dried it with a towel Although it was highly unlikely that her truck interior got wet here, we take customer service seriously, which is why we offered to clean and dry the interior immediately And, as a gesture of good will, we gave her two free car washesHopefully, when Ms [redacted] reads this letter, she will realize that we made every effort to make her happy—and, that it is patently unreasonable to think that a business would give away $(the cost of car washes for her car and her truck) under these circumstances (wet interior first reported seven hours later; customer able to clean/dry the wet spot with a towel and declined to have us professionally clean and dry her interior) I suppose it is possible that, even though she is a long-time customer and is familiar with our 11th car wash free policy, that she thought when I told her I would issue wash credits so she would get a free car wash on each vehicle, she tuned me out after “issue wash credits” and thought she would receive “washes on each vehicle.” If that’s the case, I request of Ms [redacted] that she withdraw her complaint.Regards, [redacted] MVista Palms Car Wash Manager
Thanks for sending Ms***s response to us As we stated previously, we always try to provide excellent customer service The things we reported to the Revdex.com when Ms [redacted] submitted a complaint were accurate Under the circumstances, we think it best that Ms [redacted] have her vehicles washed at a different business in the future Vista Palms Car Wash has been in business at the same location for more than years We tried to bend over backwards to appease Ms***, but unfortunately were not able to do so; we wish her and her husband wellBest Regards, [redacted] MVista Palms Car Wash