Western Oil

Complaint: [redacted] I am rejecting this response because: this is not satisfactoryHis facts are out of line or he was misinformedHis attendant was present, as I said - she made eye contact and smiled and nodded which indicated to me that my vehicle was in positionFurthermore, the equipment did fail to shut off when my vehicle was taken off track and repeatedly shoved my vehicle into the equipment causing extensive damageThere was no sign at the entrance that the car wash was unattendedFor these reasons, I firmly believe Western Oil is responsible for the full costs of the damagesIt's interesting that Mr [redacted] ' response to my complaint is exactly what he said to me when he called me days after his store manager told me that my incident report would be submitted to their insurance adjusterWhat's interesting and suspect about his response to this complaint is that when I talked to him, he repeatedly said that he had not seen the tape but now he claims to have viewed the tape and his story is the same as it was before he viewed the tapeObviously this company doesn't care about taking responsibility Sincerely, [redacted] ***

In reviewing the video, the customer entered the car wash without the presents of an attendant to guide her inShe elected to enter the car wash on her own despite a 28” X 44” sign posted next to the car wash entrance that said “Attendant will return in a few minutes”Upon entering she failed to align her vehicle in the track and drove the front tire over the track to the outside of the railWith the operation of the car wash the vehicle is pushed through by the back tireWith the front tire being outside the rail, with no rail to guide the vehicle, it veered to the left in to the equipment causing damage to the vehicle Western Oil assumes 100% liability in the event our equipment malfunctions or fails to operate properly, however, we do not assume liability if instruction aren’t followed or for pre-existing conditionWe did indicate that we would be willing offer to work with the customer on her insurance deductibleHad she elected to wait for the Attendant to guide her into the car wash this accident would not have occurred I have attached a copy of our determination that was mailed to the customer on July 28, Our position remains the same and would still be willing to work with the customer on her deductible Please feel free to contact me if you should have any questionsI can be reached at [redacted] Sincerely, [redacted] C.O.O

12/18/2017: I believe that the customer did drive through the car wash & it normally does have a attendant there ,they drive to the car wash & the door opens & the attendant directs the car on tracks & if the customer drove onto the tracks on her own ,there is a sign that is posted that a attendant needs to be present.9:12/18/: I thought we resolved this complaint because we have video her driving her car into the tracks without attendant .And she refused own offer for the deductible .If she want to she can turn it into her insurance & if we are believed to be at fault they will let us know.10:1202/16/2018: Mediator called business and left message.02/21/2018: At the point of entry there was no employee presentWe offered to work with her on her deductibleIf her insurance company felt we were at fault they would contact us

12/18/2017: Mediator left message with customer.01/01/2018: Please call Monday 1/8/.01/22/2018: Mediator left message with customer.01/29/2018: Mediator left message with customer.02/02/2018: I will be traveling on Monday but you can try to contact me.02/05/2018: Email sent to consumer with business position02/05/2018: I don't know her nameI can describe her because she passed by and smiled which is why I assumed all was goodShe resumed looking at her phone and I put my car in neutral to start the washShe is medium built and blonde hair pulled up in a bun somewhat looking unkemptShe was wearing khaki shirt and shortsShe may not have been visible through the video but she was there.The fact is the business had a car wash that is intended to have an attendantThe attendant was there but was not attentive. The fact that they claim that the attendant wasn't there when it is a car wash that operates with an attendant should make you question why the car wash was open in the first place. 02/06/2018: Mediator sent email requesting copy of repair bill.It costs me about $to repair my carThat's what they owe me02/07/2018: Will doI'm back homeFridayI'll take a picture and email the repair bill to you then02/12/2018: Mediator sent email to consumer requesting copy of repair bill.02/21/2018: Mediator sent email to consumer providing update

In reviewing the video, the customer entered the car wash without the presents of an attendant to guide her in. She elected to enter the car wash on her own despite a 28” X 44” sign posted next to the car wash entrance that said “Attendant will return in a few minutes”. Upon entering she failed to...

align her vehicle in the track and drove the front tire over the track to the outside of the rail. With the operation of the car wash the vehicle is pushed through by the back tire. With the front tire being outside the rail, with no rail to guide the vehicle, it veered to the left in to the equipment causing damage to the vehicle.   Western Oil assumes 100% liability in the event our equipment malfunctions or fails to operate properly, however, we do not assume liability if instruction aren’t followed or for pre-existing condition. We did indicate that we would be willing offer to work with the customer on her insurance deductible. Had she elected to wait for the Attendant to guide her into the car wash this accident would not have occurred.   I have attached a copy of our determination that was mailed to the customer on July 28, 2017. Our position remains the same and would still be willing to work with the customer on her deductible.   Please feel free to contact me if you should have any questions. I can be reached at [redacted].   Sincerely, [redacted] C.O.O.

Complaint: [redacted]
I am rejecting this response because: this is not satisfactory. His facts are out of line or he was misinformed. His attendant was present, as I said - she made eye contact and smiled and nodded which indicated to me that my vehicle was in position. Furthermore, the equipment did fail to shut off when my vehicle was taken off track and repeatedly shoved my vehicle into the equipment causing extensive damage. There was no sign at the entrance that the car wash was unattended. For these reasons, I firmly believe Western Oil is responsible for the full costs of the damages. It's interesting that Mr. [redacted]' response to my complaint is exactly what he said to me when he called me days after his store manager told me that my incident report would be submitted to their insurance adjuster. What's interesting and suspect about his response to this complaint is that when I talked to him, he repeatedly said that he had not seen the tape but now he claims to have viewed the tape and his story is the same as it was before he viewed the tape. Obviously this company doesn't care about taking responsibility.
Sincerely,
[redacted]