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Wolf Creek Car Wash & Oil Change

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Wolf Creek Car Wash & Oil Change Reviews (2)

First, I want to apologize
that the customer felt that the manager laughed at him. There is no excuse for
insulting a customer and I do not condone such treatment of my customers.I am a
little confused as to how we could have damaged the customer's vehicle as the
customer agrees that we never...

put the vehicle through our car wash. The manager
refused the vehicle based on the body style and the low clearance of the
vehicle, not based on any damaged or hanging part. The part referred to in the
complaint is completely under the vehicle and not visible without getting down
and partially under the car, as the customer proceeded to do. The part
originally noticed by the customer and discussed with the manager was
positioned to protect the body of the vehicle's paint and not the under
carriage. The manager offered to replace the missing screw in the first part,
even though it was apparent that the hardware had been missing previously. The
customer refused that offer.The customer refers to the lube technician who was under the
vehicle to change the oil before the vehicle was brought to the car wash. We
asked the lube technician about the part the customer mentions in the
complaint. The lube tech says that the part was damaged before the vehicle was
serviced for the oil change.However, we value our customer relationships. We are willing
to contact the customer and offer to fix the part, even though we do not
believe the damage occurred on our property.I also apologize for the delay in this reply. I have been out
of town on a family emergency.Thanks for your patience,Sincerely,

Thank you for your letter dated March 17, 2017.Our company has an established procedure for
addressing customer claims as quickly as possible. Customer care is an
important concept for us. Unfortunately, it seems there was a breakdown in
communication within our company and our procedure in this...

case.Normally, in cases with this large amount for the claim, the
general manager would contact the customer, examine the vehicle, and then turn
all documentation over to our insurance agent in a timely manner. Usually l,
[redacted], owner of Wolf Creek Car Wash & Oil Change, would be made
aware of how the claim was progressing. In this instance that did not happen,
and we apologize for that.When I was made aware of the claim, the customer had already
contacted Revdex.com. I have been out of town on a family medical
emergency.I checked again with my insurance agent before sending this
letter to make sure that the claim is still progressing.Again, we apologize for the delay in processing this claim
and the breakdown in communications at our company. Steps will be taken to
avoid future situations such as this one.

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