Complaints

• Initial Complaint

  21/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Malfunctioning equipment. Refund and supervisor follow up refused. ****** ***** ******** ******** ********** * ***** ***** ** ******** ******** 

  Business response

  12/06/2024

  *** *** **** **** ********* **** ******** *** ********** **** **** ********** **** ********** **** **** ********* ** **** **** ******** ***** ***** ** *** ****** **** *** ******** *** ** *** *** ***** *** ***** *** *** ***** ** ****** ** ** ****** * *** ******* * **** ** *** ***** ***** *** *** ** *****

  The customer entered the car wash at 1627 into our bay 4. The customer proceeded to wash their car using the high pressure spray. The customer also used the vacuum cleaner several times, restarting the vacuum by depositing more money after the customer's previous cycles using the vacuum had expired. When the customer went to use the foam brush it turned out that it was not working in that bay. There was no prior comment from customers or recognition by the attendants that day that the foam brush was not working in that bay prior to the customer attending. The customer approached the attendant and notified him that the foam brush was not working at which point he moved the customer to our bay 10 and started the foam brush in that bay for the them at no charge to the customer. The customer continued to wash in bay 10. After some time the customer approached the attendant again and claimed that the vacuum they had used in the bay 4 was not up to the their satisfaction. The attendant explained that the customer had not expressed that to him prior when they used the vacuum several times so he was unable to provide a refund to her. The customer became upset with the attendant. The attendant was at the end of this shift but the customer continued with their complaints to the next attendant ** ********* ** ***** *********** At no time did the attendants make any threats or slurs of any type. The customer was aggressive to the attendants to the point that the second attendant felt threatened enough to retreat to the office.

  In conclusion, if the customer wants a refund of $* or $* for whatever justification they feel they have, we would be willing to provide that.
  However, regardless of whether a refund is provided or not we request that the customer must agree not to attend our car wash again.
  
  ** *** **** *** ******** ** ******** ** **** ** ******* ******* ****** *** ** *****
  

  Regards
  
  Micah *****
  River City Car Wash

  Business response

  19/06/2024

  The customer used the vacuum for a long time vacuuming the interior of their vehicle, including the floor mats which they hung on the wall clamps. This can be clearly seen in the video that we have and can provide. The customer did not express any problem with the vacuum until after being moved to the new wash bay. The attendant expressed to the customer that they had not indicated a problem with the vacuum when notifying him of the problem with the foam brush. The complaint about the foam brush not working was handled immediately and replacement service provided no charge in another wash bay. Unlike what the customer stated, the attendant closed the wash bay because the foam brush was not working and not because of any issue with the vacuum.

  I disagree that the "exchange was pleasant and professional up to this point in time." Our first attendant has stated that the customer was aggressive in wanting more than what was offered. It is puzzling that the customer would begin recording the conversations if all was fine up to the point where the second attendant begins his shift.

  I'm glad to hear the recorded conversation because it is obvious that the customer was not interested in an amicable solution. Immediately demanding that the attendant provide his name, aggressively asking *** ** **** ** ***** ***** **** ** ******* *** ** ******* *** ***** ******* **** **** ****** **** ** **** ******* *** ********* ** **** *** ******* ******** *** ********* ** ****** ******* ** *** ******* **** ** *** ***** *** ******* **** **** ******* ******* **** **** **** *** ********* ** **** *** ****** **** ***** ** *** ****** **** ** **** *** **** **. It is clear from the conversation that the customer was aggressive and demanding to both attendants. The attendant absolutely disputes that he made any derogatory comment about the customer when walking away.

  The attendant's telephone conduct  was not acceptable and this has been discussed to alleviate this from occurring again.

  If the customer would still like a refund of service based on equipment not meeting their satisfaction, we again would provide the $* or $* that they feel is fair. However we do think it best if the customer look to provide their car washing services at another location.

  Customer response

  20/06/2024

   
  Complaint: ********
  
  I am rejecting this response because: I attended the car wash on May 21, 2024 in at the afternoon. The foam brush at the first bay was not working. I asked an employee (first) to attend. The first employee tested the brush and saw it was not working. The first employee asked me to move to another bay and supplied me with two coins in refund. While I was at the second bay, I asked the first employee if he would also check on the vacuum in the initial bay because its suction was low. The employee blocked off that initial lane and attended to the vacuum. I asked the employee if a refund would be provided. The first employee stated that the business quota only allowed one refund a day. I asked the employee if I could speak to a supervisor and he left to the office in what I thought was a means to request a supervisor to attend to the situation. The exchange was pleasant and professional up until this point in time. I finished washing my car. The first employee remained in the office. I approached the office on my way out to ask if a supervisor was available. Another employee came out of the office and asked me to show him where the issue was. At that point I pulled my phone from the car and began recording the conversation with the second employee. 
  
  The second employee asked where the problem was, and indicated that he did not know what the problem is. I asked the second employee to ask the first employee to attend to explain the issue as it had been explained to him. The second employee indicated the first employee was at the end of his shift. I asked for the second employee’s name. The second employee refused to give me his name. *** ****** ******** *** ******* *** ** * ***** *** ** ***** *** ** ****** ** ********* **** ** *** **** ** ****** **** ***** **** * ** ******* ***** ******** * ***** ** *** *** ******** ********* ***** **** ** ** ****** *** ******* *** I asked the employee for a supervisor to voice my complaint. The second employee acknowledged that he was aware I was recording the interaction and stated that “it does not seem really worth it” for me to speak to a supervisor. I Indicated that the matter was worth it to me ** * *** **** ******** ******** ** *** ****** ********* * *** ***** **** * ***** ******* *** *** **** **** ********* ******** **** ********* ******** *** *******.  *** ****** ******** ****** ** **** ***********. **** ***** ***** **** * *** **** ** **** *** ******* ** *** ********* *** ****** ******** ****** **** * **** ******** ****** * ***** *** ******** ** ***** ** **** *** ****** *** *** **********. I tried to communicate the issues encountered. I reiterated that the business had cameras and could revisit the footage to see that there was an issue with the vacuum and the brush and the first employee had attended to them as a result. The employee had briefly handed me a clipboard with a form to fill my name and number, I noticed my licence plate was written on that form. The second employee took back the clipboard and asked me to leave. I asked to speak to a manager and the second employee refused. I refused to leave and asked to speak to a supervisor. *** ****** ******** ****** **** ** **** ***** *** ****** **** ** ******** * **** **** *** ********** **** *********** ***** *** ***** * ***** *** *** * ***** * ***** ** ******* The second employee accused me of being rude to him *** ****** **** ** *** * ******* **** ****** *** **** * *** ******* ** **** I explained to the employee that I was speaking in a loud tone due to the volume in the place, I invited the employee to step outside to speak where it would be quiet and he refused. I respected the decision of the second employee and reiterated that I was not yelling at him but I was speaking loudly due to the volume in the place. I repeated the comments uttered by the second employee. I invited the employee to call the police or the owner. *** ****** ******** **** ******** ******** ******* ** ** ****** *****
  
  I called the car wash three times after the interaction to voice my concerns to a supervisor. On all occasions the employee answered the phone. ****** **** *** **** ********** ****** 
  I am asking that business owner revisit the matter at hand. I admit that this matter escalated, however, I would appreciate if the business owner could put himself in my position. * *** ******** ******** ****** ******* ** *** *********** **** *** ****** ********* I thought it was best to discuss the matter with a supervisor **** * ********* **** *** ****** ******** **** ******* **** *** ** ***** ** ********** *** ** ** **********. Instead, the matter escalated and the business owner is now asking me to no longer frequent the business. 
  
  I have visited the car wash since the incident. I ensured that the employees in the incident above were not present and that I was welcomed in the establishment. I encountered an issue with the vacuum and asked an employee to aid me, the employee politely indicated that the vacuum door needed to be closed to function. I thanked him for his help and finished washing my car without incident. * ** * ****** **** * ********** *** * ****** ** * ****** ********* ** **** ** ******** ***** ***** **** ** **** ***** *** ******* **** *** ******** ***** ******* ** ****** **** ***** ************* *** * ******** ******* ** ********** ************ I am willing to accept an apology from the business and apologies in my own turn for not knowing how to better deal with the situation. 
  
  Thank you,
  
  Talia *****
  
  ********** ***** *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩