Mr*** has a much different
recollection or
interpretation of the conversations that took place that day
Mr*** insisted that pictures be takenThe store
manager took some with his phone camera and Mr*** said the camera
wasn’t good enough and took some of his own.The store manager agreed that Mr*** had
scratches, he did not agree that they came from the washHe proceeded to
explain how the equipment does not pick out a single place to damage the
car since it is rotating machinery that moves at a constant speed and pressureIn addition, the location of
the damage was in an area the wash equipment couldn’t reach.The store manager explained that the wraps were not
frozen because we use hot water and offered to walk him through the tunnel
and show himMr*** kept asking if you could run outThe store
manager said no as the system is very largeMr*** was not
interested in seeing if the wraps were actually frozen.Mr*** complained about “gunk” in the corner of
his window that he felt was waxThe store manager found out from Mr
*** that he got an express wash which does not include waxNow, Mr
*** is calling it a chemical buildupUpon further examination by the
GM during a second visit, the buildup was from paste wax that we do not
use.Mr*** kept badgering the store manager trying to
get him to cover the expense and threatened to call the policeHe didn’t
want to meet with the GM.The store manager explained that since the damage
looked like it didn’t come from the wash the GM is probably not going to
cover it but maybe there is something going on that the GM knows about
The store manager explained that the GM would offer him a few washes just
to show that the wash didn’t cause the damage
Mr***'s reconstruction of the
store manager's positions are degrees opposed to what the store manager and
the GM remember being saidMr*** assessment of the store manager being
in disagreement with the GM is further discounted by the fact that the store
manager has the authority to initiate a repair in a clear instance where the wash
is at faultIf the manger was in such lockstep agreement with what Mr
*** believed, the GM never would have been involvedDuring the foll
visit with the GM, Mr*** attempted to play them off each other saying
the store manager agreed with him and there was no agreement between the store manager
and Mr*** during that meeting either
Both the GM and store manager could
tell from the location of the damage that it wasn’t something the wash could
doThe marks were in a place the car wash equipment can’t reach and appear to
be consistent with damage that took place when the rain guards were installed
around the windowsOver vehicles were washed on February 25th,
at that location without incidentThere is no link to anything the car
wash can do to create the damage that Mr*** has on his vehicleThis
conclusion caused Mr*** to become very belligerent with both the GM and
the store manager and led to his repeated threats to call the policeAt this point, we
offered to refer Mr*** to our insurance company and let them evaluate
itApparently, the insurance adjustors who look at vehicle damage claims
days a week weeks a year did not agree with Mr*** eitherThis
reduced their evaluation to "fluff" in his eyes
We have done all we can do for Mr
***Three different parties have looked at the damage and concluded that
the marks are most likely from the installation of the rainguards around the
windowsSince Mr***’s mirrors were flipped out during the wash process,
the “marks” from installing the rainguards were noticed by the customer as he
was folding in his mirrorsUnless we kowtow to taking responsibility for damage
we can't cause, we are labeled as a nightmare to deal with, or that we
disrespect someone by pointing out the obvious fact that the damage is consistent
with the installer of the car partOrdinarily, we would offer Mr***
some wash credit so he could get some follwashes and see for himself that
the facility can’t create that kind of damage but our dealings with Mr
*** have been so confrontational that we are reluctant to expose the
company or its staff to further abuse
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Of course the people that work for water works are going to have a bias opinion now because the are probably in fear of keeping the job. At the time of the incident the manager on duty was in complete agreement with me about the damages done and also verbally warned me about your unorthodox tactics of getting out of repairs so your position is hardly credible. Not only did he tell me that he also informed your gm face to face in front of me at the time of coming back so he could inspect the car that there was no doubt that it happen in the car wash. That particular day there was more than six inches of snow along with ice all over the roads. I'm not a car wash expert, but when it is cold enough for something to freeze such as your cloths there is a definite possibility it did, especially when your manager on duty said your hot water tanks ran low and water works had been having that problem at several locations I also have three different people that are more than willing to validate that the damage was not on my vehicle prior to entering the car wash the day of the incident and are ready and willing to testify in a courtroom. The business owners position on the matter is hardly respectable nor has a single person shown any bit of remorse. Everything comes back around in due time and karma will always prevail regardless of the outcome of this situation, lying to get out of doing the right thing for one of your customers is what this business owners strategy is. Now he has involved several people in his scandal. This truly is a reflection of a certain type of human being. The type that doesn't have the decency to treat people honest and fair. I asked several times for someone to call the business owner in so I could speak with them face to face but they gm explained it wasn't an option, to me that is hardly credible or respectable. I believe once I get my community involved and get the awareness out there of the type of business water work car wash really is that this business will feel the impact and finally realize how people should be treated
Regards,
*** ***
There is a mile wide chasm between what Mr. [redacted] believes happened and what two long-time employees and an insurance adjuster from a billion dollar financial institution who looks at vehicles for a living believe happened. The claims of actions that took place or things that were said are 180 degrees apart. It is hard to have a discussion when the basis can not be agreed upon. We are at an impasse. Water Works has taken all the steps to investigate the claim and found it lacking. The acid test remains: The car wash does not possess a piece of equipment that can damage the area that Mr. [redacted] is claiming and if it did why were't the 500 other cars that washed that day similarly affected? Why was that small area only affected but the rest of the vehicle is not touched? There is no answer that Mr. [redacted] has given that resolves these questions. Since the damage is inconsistent with the capabilites of the wash, it is not possible to offer to repair Mr. [redacted]'s vehicle and our insurance carrier agrees.
[redacted]:
The unlimited monthly wash plan is a program that allows
people to pay
one price and wash as often as they wantOur intention is to
allow people to wash that wouldn't normally because the weather is
unpredictable or the kids' sports venues dirty their cars too often, etcIt
does have a monthly renewal on the charge card that is used to setup the plan
You washed three times on 12/19, 12/and 1/for $or $a wash
compared to our regular price of $for the worksWe try to explain the monthly
charge on the handout and the receipt that is signedThe plan can be cancelled
at any time
As you stated, you let the manager know that you wanted to
cancelThe proper sequence of events would have led to the manager
discontinuing the plan and you would have washed normally and the plan expired
on 1/Unfortunately, the ball was clearly dropped and the manager did not do
thisWhen you noticed the charge, [redacted] the general manager, terminated
the planSince it was one day into the plan, it prorated one day of dollars
as $We're talking to the software vendor that set up our sales software
about a way to provide a full rather than a prorated refundWe're not trying
to offer a partial refund to get one over on you or inconvenience you in any
wayWe offered two washes (a $value) to try to make up for the
circumstances
The information that we have shows that your plan was ended
on 1/It will not renew as the status of your plan is cancelledThe refund
of was also posted on 1/I have checked both of our merchant accounts
and do not see the refund going back to your cardI called our merchant
processor directly and had them return the full $directlyThe transaction
should post to your issuing bank on 2/with a reference number of [redacted]
Your bank may take 1-business days after that to credit your account
The unlimited wash program is new for usIt started in
October We have not had very many cancellations and we are learning as we
goWe apologize that you had a bad experience and we want to train our
employees to better handle plan changesI would appreciate discussing with you
some ideas to make the plan more understandable to the people who are buying it
and obviously a smoother discontinuation process
Regards,
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Regards, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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.]In Regards to what Mr. [redacted] comments were in the previous message...1. Of
course I insisted on pictures be taken when you see damaged done to your
car, who wouldn't. [redacted] the manager on duty at
the time, asked me to take some also because his camera phone wasn’t getting detailed
photos of the scratches all over the top of my doors but my phone camera was capturing all the damaged area.
2. 2. The manage [redacted] told me there was no doubt that
the damage had just happen going through the car wash and that they have been
having the problem with the hot water and cold days at both locations of the
car wash. The location of the
damage was on the top of my door, defiantly a place where that particular car
wash hits on the vehicle. They claimed it was the rain guards but it is just not even possible that the rain guards can even reach the door where the majority of scratches are.
3. 3. The store manager [redacted] told me that they had
been having problems with the hot water running low and the cloths freezing
over. I never asked about if the
hot water could run out, I know nothing about how a car wash is ran. I also was never once offered to walk
through the wash to this day.
4. 4. The next day I met [redacted] the Gm and he had a bad
attitude towards me before even seeing my car. [redacted] had warned me prior to his
personality and how he “handles” these situations. [redacted] stated to [redacted] that yes that is our chemical around the damaged areas was from the wash, and still [redacted] would not agree with his own fellow employee.
5. 5. After he started to get more and more
confrontational about what was wax and what wasn’t, of course I was wondering
if I should call the police, and stated so, any threatened person would have.
6. 6. There was never any washes offered to me and
there was nothing ever said about a Gm knowing if something is going on. The only thing that happen the day of the incident was, [redacted] the manager on duty and I filed out an incident report, took some
photos and he told me there was no doubt it had just happen but warned me the
manager would not be happy about it and most likely refuse to pay for it as so would the owner.
What happen that day is plain and simple. I ran through the wash came out and my
mirrors were pushed forward, I got out to check them out there were scratches
all over the door, Of course the wash could cause scratches to a car if cloths
are frozen, I got the manage on duty [redacted] and he told me it was very possible
and that they have been having the problem with the hot water and cold days at
both locations of the car washes, he started to fill out an incident report
stating to me that there is no doubt in his mind that it was from the wash
after going through it and stopping to show him right after I did, to me he had no doubt in his mind what had happened.
Then the next day [redacted] even told [redacted] the Gm
the same thing he told me the time of incident, [redacted] said it was the chemical from the wash that was built
up right in the area of the damage and I have many photos of that, I had no
idea what they called it. I asked to meet and or speak with the owner to
resolve the issue when the Gm [redacted] was being confrontation to me and at that
point I felt as if the police should have made a report because after the
incident happened, [redacted] the assistant manage verbally warned me how the Gm
[redacted] would react to it. I never played anyone against each other, and
[redacted] said he had no authority to do anything for me but fill out an incident
report and have someone contact me about.
They never offered me to the insurance adjuster either, they didn’t give
me a bit of information. I had to
find out who the insurance company was and call [redacted] the GM on 3-way call with
[redacted] because he was so reluctant to even try and give me any details because it sounded like speaking with the owner was not even an option when there is a problem like this, which I found very strange. When I made that call with
his insurance on the phone the insurance rep on the phone couldn’t believe how his tone and how rude he was speaking to me and how confrontational he was being and not after a
few minutes into our conversation I announced the rep was on the phone his attitude
completely changes and he was he willing to give any needed information. I believe this owner of the car wash
has given his gm the authority to do anything in his power to try and derail
any situation when the carwash is at fault for damage done. The marks are all over the top of the
door where the rain guards installed by a certified [redacted] dealer would be impossible
to create any scratches that are on the vehicle now. I have several photos
of the damage that are very consistent of what I believe to have happen and I will attach those to this email.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I still have not had any contact from the owner of this business. The matter was taken care of I don't local body shop and all repairs were made. I will agree to close this case but still find that there should've been some contact with made even up to his date I haven't heard a thing from owner. This is dissatisfory not to have better customer service. Store manager [redacted] was very helpful and without him this case would still be ongoing. Thanks [redacted]!
Regards,
[redacted]
Mr*** has a much different
recollection or
interpretation of the conversations that took place that day
Mr*** insisted that pictures be takenThe store
manager took some with his phone camera and Mr*** said the camera
wasn’t good enough and took some of his own.The store manager agreed that Mr*** had
scratches, he did not agree that they came from the washHe proceeded to
explain how the equipment does not pick out a single place to damage the
car since it is rotating machinery that moves at a constant speed and pressureIn addition, the location of
the damage was in an area the wash equipment couldn’t reach.The store manager explained that the wraps were not
frozen because we use hot water and offered to walk him through the tunnel
and show himMr*** kept asking if you could run outThe store
manager said no as the system is very largeMr*** was not
interested in seeing if the wraps were actually frozen.Mr*** complained about “gunk” in the corner of
his window that he felt was waxThe store manager found out from Mr
*** that he got an express wash which does not include waxNow, Mr
*** is calling it a chemical buildupUpon further examination by the
GM during a second visit, the buildup was from paste wax that we do not
use.Mr*** kept badgering the store manager trying to
get him to cover the expense and threatened to call the policeHe didn’t
want to meet with the GM.The store manager explained that since the damage
looked like it didn’t come from the wash the GM is probably not going to
cover it but maybe there is something going on that the GM knows about
The store manager explained that the GM would offer him a few washes just
to show that the wash didn’t cause the damage
Mr***'s reconstruction of the
store manager's positions are degrees opposed to what the store manager and
the GM remember being saidMr*** assessment of the store manager being
in disagreement with the GM is further discounted by the fact that the store
manager has the authority to initiate a repair in a clear instance where the wash
is at faultIf the manger was in such lockstep agreement with what Mr
*** believed, the GM never would have been involvedDuring the foll
visit with the GM, Mr*** attempted to play them off each other saying
the store manager agreed with him and there was no agreement between the store manager
and Mr*** during that meeting either
Both the GM and store manager could
tell from the location of the damage that it wasn’t something the wash could
doThe marks were in a place the car wash equipment can’t reach and appear to
be consistent with damage that took place when the rain guards were installed
around the windowsOver vehicles were washed on February 25th,
at that location without incidentThere is no link to anything the car
wash can do to create the damage that Mr*** has on his vehicleThis
conclusion caused Mr*** to become very belligerent with both the GM and
the store manager and led to his repeated threats to call the policeAt this point, we
offered to refer Mr*** to our insurance company and let them evaluate
itApparently, the insurance adjustors who look at vehicle damage claims
days a week weeks a year did not agree with Mr*** eitherThis
reduced their evaluation to "fluff" in his eyes
We have done all we can do for Mr
***Three different parties have looked at the damage and concluded that
the marks are most likely from the installation of the rainguards around the
windowsSince Mr***’s mirrors were flipped out during the wash process,
the “marks” from installing the rainguards were noticed by the customer as he
was folding in his mirrorsUnless we kowtow to taking responsibility for damage
we can't cause, we are labeled as a nightmare to deal with, or that we
disrespect someone by pointing out the obvious fact that the damage is consistent
with the installer of the car partOrdinarily, we would offer Mr***
some wash credit so he could get some follwashes and see for himself that
the facility can’t create that kind of damage but our dealings with Mr
*** have been so confrontational that we are reluctant to expose the
company or its staff to further abuse
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Of course the people that work for water works are going to have a bias opinion now because the are probably in fear of keeping the job. At the time of the incident the manager on duty was in complete agreement with me about the damages done and also verbally warned me about your unorthodox tactics of getting out of repairs so your position is hardly credible. Not only did he tell me that he also informed your gm face to face in front of me at the time of coming back so he could inspect the car that there was no doubt that it happen in the car wash. That particular day there was more than six inches of snow along with ice all over the roads. I'm not a car wash expert, but when it is cold enough for something to freeze such as your cloths there is a definite possibility it did, especially when your manager on duty said your hot water tanks ran low and water works had been having that problem at several locations I also have three different people that are more than willing to validate that the damage was not on my vehicle prior to entering the car wash the day of the incident and are ready and willing to testify in a courtroom. The business owners position on the matter is hardly respectable nor has a single person shown any bit of remorse. Everything comes back around in due time and karma will always prevail regardless of the outcome of this situation, lying to get out of doing the right thing for one of your customers is what this business owners strategy is. Now he has involved several people in his scandal. This truly is a reflection of a certain type of human being. The type that doesn't have the decency to treat people honest and fair. I asked several times for someone to call the business owner in so I could speak with them face to face but they gm explained it wasn't an option, to me that is hardly credible or respectable. I believe once I get my community involved and get the awareness out there of the type of business water work car wash really is that this business will feel the impact and finally realize how people should be treated
Regards,
*** ***
There is a mile wide chasm between what Mr. [redacted] believes happened and what two long-time employees and an insurance adjuster from a billion dollar financial institution who looks at vehicles for a living believe happened. The claims of actions that took place or things that were said are 180 degrees apart. It is hard to have a discussion when the basis can not be agreed upon. We are at an impasse. Water Works has taken all the steps to investigate the claim and found it lacking. The acid test remains: The car wash does not possess a piece of equipment that can damage the area that Mr. [redacted] is claiming and if it did why were't the 500 other cars that washed that day similarly affected? Why was that small area only affected but the rest of the vehicle is not touched? There is no answer that Mr. [redacted] has given that resolves these questions. Since the damage is inconsistent with the capabilites of the wash, it is not possible to offer to repair Mr. [redacted]'s vehicle and our insurance carrier agrees.
[redacted]:
The unlimited monthly wash plan is a program that allows
people to pay
one price and wash as often as they wantOur intention is to
allow people to wash that wouldn't normally because the weather is
unpredictable or the kids' sports venues dirty their cars too often, etcIt
does have a monthly renewal on the charge card that is used to setup the plan
You washed three times on 12/19, 12/and 1/for $or $a wash
compared to our regular price of $for the worksWe try to explain the monthly
charge on the handout and the receipt that is signedThe plan can be cancelled
at any time
As you stated, you let the manager know that you wanted to
cancelThe proper sequence of events would have led to the manager
discontinuing the plan and you would have washed normally and the plan expired
on 1/Unfortunately, the ball was clearly dropped and the manager did not do
thisWhen you noticed the charge, [redacted] the general manager, terminated
the planSince it was one day into the plan, it prorated one day of dollars
as $We're talking to the software vendor that set up our sales software
about a way to provide a full rather than a prorated refundWe're not trying
to offer a partial refund to get one over on you or inconvenience you in any
wayWe offered two washes (a $value) to try to make up for the
circumstances
The information that we have shows that your plan was ended
on 1/It will not renew as the status of your plan is cancelledThe refund
of was also posted on 1/I have checked both of our merchant accounts
and do not see the refund going back to your cardI called our merchant
processor directly and had them return the full $directlyThe transaction
should post to your issuing bank on 2/with a reference number of [redacted]
Your bank may take 1-business days after that to credit your account
The unlimited wash program is new for usIt started in
October We have not had very many cancellations and we are learning as we
goWe apologize that you had a bad experience and we want to train our
employees to better handle plan changesI would appreciate discussing with you
some ideas to make the plan more understandable to the people who are buying it
and obviously a smoother discontinuation process
Regards,
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Regards, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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.]In Regards to what Mr. [redacted] comments were in the previous message...1. Of
course I insisted on pictures be taken when you see damaged done to your
car, who wouldn't. [redacted] the manager on duty at
the time, asked me to take some also because his camera phone wasn’t getting detailed
photos of the scratches all over the top of my doors but my phone camera was capturing all the damaged area.
2. 2. The manage [redacted] told me there was no doubt that
the damage had just happen going through the car wash and that they have been
having the problem with the hot water and cold days at both locations of the
car wash. The location of the
damage was on the top of my door, defiantly a place where that particular car
wash hits on the vehicle. They claimed it was the rain guards but it is just not even possible that the rain guards can even reach the door where the majority of scratches are.
3. 3. The store manager [redacted] told me that they had
been having problems with the hot water running low and the cloths freezing
over. I never asked about if the
hot water could run out, I know nothing about how a car wash is ran. I also was never once offered to walk
through the wash to this day.
4. 4. The next day I met [redacted] the Gm and he had a bad
attitude towards me before even seeing my car. [redacted] had warned me prior to his
personality and how he “handles” these situations. [redacted] stated to [redacted] that yes that is our chemical around the damaged areas was from the wash, and still [redacted] would not agree with his own fellow employee.
5. 5. After he started to get more and more
confrontational about what was wax and what wasn’t, of course I was wondering
if I should call the police, and stated so, any threatened person would have.
6. 6. There was never any washes offered to me and
there was nothing ever said about a Gm knowing if something is going on. The only thing that happen the day of the incident was, [redacted] the manager on duty and I filed out an incident report, took some
photos and he told me there was no doubt it had just happen but warned me the
manager would not be happy about it and most likely refuse to pay for it as so would the owner.
What happen that day is plain and simple. I ran through the wash came out and my
mirrors were pushed forward, I got out to check them out there were scratches
all over the door, Of course the wash could cause scratches to a car if cloths
are frozen, I got the manage on duty [redacted] and he told me it was very possible
and that they have been having the problem with the hot water and cold days at
both locations of the car washes, he started to fill out an incident report
stating to me that there is no doubt in his mind that it was from the wash
after going through it and stopping to show him right after I did, to me he had no doubt in his mind what had happened.
Then the next day [redacted] even told [redacted] the Gm
the same thing he told me the time of incident, [redacted] said it was the chemical from the wash that was built
up right in the area of the damage and I have many photos of that, I had no
idea what they called it. I asked to meet and or speak with the owner to
resolve the issue when the Gm [redacted] was being confrontation to me and at that
point I felt as if the police should have made a report because after the
incident happened, [redacted] the assistant manage verbally warned me how the Gm
[redacted] would react to it. I never played anyone against each other, and
[redacted] said he had no authority to do anything for me but fill out an incident
report and have someone contact me about.
They never offered me to the insurance adjuster either, they didn’t give
me a bit of information. I had to
find out who the insurance company was and call [redacted] the GM on 3-way call with
[redacted] because he was so reluctant to even try and give me any details because it sounded like speaking with the owner was not even an option when there is a problem like this, which I found very strange. When I made that call with
his insurance on the phone the insurance rep on the phone couldn’t believe how his tone and how rude he was speaking to me and how confrontational he was being and not after a
few minutes into our conversation I announced the rep was on the phone his attitude
completely changes and he was he willing to give any needed information. I believe this owner of the car wash
has given his gm the authority to do anything in his power to try and derail
any situation when the carwash is at fault for damage done. The marks are all over the top of the
door where the rain guards installed by a certified [redacted] dealer would be impossible
to create any scratches that are on the vehicle now. I have several photos
of the damage that are very consistent of what I believe to have happen and I will attach those to this email.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I still have not had any contact from the owner of this business. The matter was taken care of I don't local body shop and all repairs were made. I will agree to close this case but still find that there should've been some contact with made even up to his date I haven't heard a thing from owner. This is dissatisfory not to have better customer service. Store manager [redacted] was very helpful and without him this case would still be ongoing. Thanks [redacted]!
Regards,
[redacted]