White Castle System Inc., Regional Office

Initial Business Response /* (1000, 5, 2017/10/11) */
We are sorry to hear that you had an unpleasant experience with one of our locations, but we will not be issuing a refund for the services provided. As offered at the time of pick up, we will be happy to set up arrangements at your convenience...

to bring the vehicle in during business hours. At that time we can put the vehicle on the lift and go over everything with you so we can be sure to address any concerns you have. Unfortunately, since the vehicle was picked up after hours, our technicians had gone home for the day. Otherwise, we could have tried to resolve these issues at that time.

Initial Business Response /* (1000, 5, 2016/01/12) */
Contact Name and Title: Dianne [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@bart1.com
Mr. [redacted] is a customer and did purchase a Protection Package on his 2006 Impala in Sept of 2008. He also purchased a remote start with a lifetime...

warranty on the system. The Protection Package came with a service contract that allowed him to come in and renew annually. We saw him back 10/20/2009, again on 2/04/2015, & then on 12/29/2015.. We did a quote for him on 1/04/2015 which I believe is were the mix up is and the confusion comes into play. He seems to think he came in twice in a 5 day time frame but they are not both invoices one is a quote only (1/4/15). Our Diamond Gloss is a sealant that bonds with the clear coat and protects it from all corrosive elements. He seems to be having a clear coat issue from the factory, and when we tried to explain to him he didn't agree/ understand. He called the sales associate a liar didn't want to listen to reason, so that's when he was asked to leave and they would have to agree to disagree. In between the 6 years we didn't see the car it might have been able to have been protected but not sure if we could have helped. We detail and clean cars not damage them but we can only work with what we have. We're not a body shop and cannot restore paint. Most the time we can talk/ explain but he would not listen ,just was very insulting, so Douglas fixed his remote start at no charge, Updated his rustproofing and then sent him on his way without touching his paint this year. I can also send a copy of his history so you can see the 4 invoices he has paid for on his 2006 Impala. The car was processed as a used vehicle so therefor did not qualify for a warranty. Nor was it in every year for maintenance. Thanks, Dianne
OFFER:
I'm sorry Mr. [redacted] that we could not exceed your expectations. And also apologize if my staff offended you in any way. We will continue to service your Rust protection as needed and any of your remote start issues you might encounter under warranty at our Ft. Wayne location. We will just not work on or continue the exterior service on your paint from now on just like we tried to explain when you were here on 12/29/15. Sincerely, Dianne [redacted] (Manager) Again, the 1/4/15 was just a quote not a paid invoice please look at your copy closely.
Initial Consumer Rebuttal /* (3000, 8, 2016/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do thank the manager for her apology that if the staff offended me in any way.
However; as I have stated, your sales associate made a premature "promise" concerning paint damage to my trunk area to my 2006 Chevrolet Impala on 12/29/2015 service date. The "promise" is that Zeibart did not do any paint damage to my car. This "promise" of Zeibart not causing the paint damage was immediate and without inspection to my paint damage, being defensive. I explained to the sales associate that there was no paint damage to my car previous to Zeibart's work and when I picked up the car-there was paint damage. I am more than offended. This questions my integrity. And that is simply not acceptable.
Final Business Response /* (4000, 10, 2016/02/04) */
Dear Mr. [redacted] again, I am sorry for the misunderstanding, but there is nothing we can do for you. Douglas did walk around the car and do a vehicle condition report when you dropped off the vehicle. He also asked why you left the lot in 2015 with paint missing if you thought we did it and or waited a year to bring to our attention. We're here to protect cars and also to advise customers of issues ,but we can't address them if we don't know about them after the fact. He said it is definitely a paint defect/ problem and not in any way related to our Diamond gloss application. We did what we should have and no longer do your exterior until you get it fixed and then we will reapply the Diamond Gloss at no charge for you at that time. It is reg. 449.99 but we will waive that if you ever get it fixed/ repainted. Sincerely, Dianne ( Manager- Ziebart of Ft. Wayne)

White Castle Systems has taken care of and resolved Mr. [redacted]'s issue.We sincerely apologize for any confusion or inconvenience this may have caused Mr. [redacted].Best regards,[redacted]

Initial Business Response /* (1000, 5, 2015/05/26) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@bart1.com
Mr.[redacted] came in and inquired about our exterior detailing services as well as our scratch removal services. [redacted] and [redacted] both talked to...

him. He had a used car and wanted it polished and waxed. Pete told him what we could do and he made the appt. Pete let him know that he would be getting a exterior detail with a high speed polish first to remove any fine scratches and surface imperfections before we applied the polish. They agreed on the service he signed our check in/ vehicle condition sheet and left the car. Appon pick up he also looked the vehicle over, paid for it and signed the invoice that he exceoted the job and was happy. He then called the next week and said thet he was still seeing some scratches that he thought should have came out. He said it was raining and I probably couldnt see them? I told him he could call me and let me know when he was coming, make an appt. and I would look at his issues. Rain or shine we would pull it in and look over with him. He never called back but he did just show up at 4:45 on Thurs with a friend ,camera's and cell phones recording all. He did not want to dicuss but rather make a big production on the lot at our busiest time of the day while we had customers picking up there cars. Pete tried to talk to Mr. [redacted] but really couldnt get anywhere and yes eventually they had to be asked to leave by the police because they refused to leave the premisses when asked by management. This was unfortunate but he was being unreasonable.
OFFER:
We did the services he paid for and there is really nothing else to offer to the customer at this time. He recieved a high speed polish for over 1/2 off with the Protect a Shine.The Protect a Shine is a Paint coating which is applid to the paint and has bonded with it and will last 8-14 months depending on how he cares for it. This is a service cannot be refunded.

Called and left a message for a return phone call with my phone # and name- [redacted] ###-###-####.I will refund when the call is returned. Apologized for the experience and thanked the customer for allowing us to fix our mistake. Thanks,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. 
Regards,
[redacted]

Initial Business Response /* (1000, 8, 2015/04/06) */
[redacted] did come into our Ft Wayne location for service on his vehicle on Friday 4/3/15. We have a Company check in procedure that we have to follow. He had much resistance. He was getting very aggressive and angry so I told him he didn't...

have to have his service done and he could leave. I was starting to let him go but my assistant manager [redacted] heard him and recognized him. He came over and tried to calm him down. He then apologized said he hadn't had any sleep and let [redacted] check him in because they new each-other from somewhere else. That afternoon when he came in to pick up his car he came into the shop yelling from the front door to the counter stating that he would never return, and wanted to go to another location. After stating/ yelling it several times and disrupting business in the showroom both [redacted] and I went over and let him know that he could have his service done at any location he wanted. He kept yelling. So, I asked him to please leave the facility. He walked towards me yelling saying he didn't have too, and that's when I said yes, or I will have to call the police. Again...So, please leave. He finally left. It was very unfortunate that this happened that day. There were other customers and other business that had to be taken into consideration that day not just one customer. Sincerely, Dianne
Initial Consumer Rebuttal /* (3000, 10, 2015/04/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That's is nothing like what happened she's pretty much covering up her unacceptable behavior that day. It's her story though she can tell it anyway she likes their were witnesses in the store the first and second time when she was way out of line.Plus my wife was sitting outside in the car next to my car I was dropping off and she was in the store the second time.
Final Business Response /* (4000, 12, 2015/04/11) */
Contact Name and Title: [redacted]/ Manager
I really don't have a response. Yes, there were witnesses and that's why they were asked to leave our store because of their behavior. He has already stated that he is going to have his service done at another location and I think that is best for both parties. I hate to loose business but sometimes its necessary. I found out from my back of the house Operations Supervisor that Mrs. [redacted] drove around back and was outside yelling at my employees after they exited the showroom. Their warranty will be honored at any other Ziebart location. Sincerely, Dianne
OFFER: