Elephant Car Wash

Attached is the email that was sent to [redacted] on 05/11/at 8:20amAs stated previously, there is nothing mechanically wrong with our equipmentIf we had issues with our equipment, multiple vehicles would have had their sunroof blown out by our dryersEvery vehicle receives the same time and force of the dryers, never no issuesThe customer had a previous issue with her car which caused her sunroof to come out of its openingWe have clearly marked "Customer Responsibility Signs" that inform customers what they are responsible forCustomers vehicle had a prior issue which caused to sunroof to come out, and her vehicle exceeded the age of eight years old or olderAs stated previously, this is a unfortunate incident From: Tony P [redacted] [mailto:***@elephantcarwash.com] Sent: Wednesday, May 11, 8:AMTo: ' [redacted] @hotmail.com' < [redacted] @hotmail.com>Subject: RE: New submission from Contact Page Form [redacted] , Unfortunately Elephant Car Wash does not believe that their wash or blower failed in any way to cause damage to your vehicleIf our system was malfunctioning, multiple vehicles would have had the same or similar damageThe manager, Darin H***, also took multiple pictures of your vehicle where the sunroof goesThe entire opening where the sunroof goes on the tracks is rusted outIt also appears someone knew of this issue in the past and applied some clear silicone to try and correct the issue thereMy manager said he explained this to you, and also offered for you to view the pre-existing issue with the sunroof and you chose not to exit your vehicle and view itWe also have Customer Responsibility signage at the cashier cage, and also on the front of the carwash at the entranceIt explains to customers what their responsibility is, such as “Any vehicle that is eight years old or older”Vehicles get old, and things begin to fail after a certain amount of timeWe try our best to inform people of their responsibilityWe also have no issue with paying for damage when our machine fails and causes damage to a person’s vehicle due to our negligenceThe problem is that our system did not fail, and this is a very unfortunate thing that happenedYou may want to contact your insurance and explain the issue to them, which I believe the manager explained to you as well Tony P [redacted] General Manager Elephant Wash From: Lynda F [redacted] [mailto:***@elephantcarwash.com] Sent: Tuesday, May 10, 4:PMTo: 'Tony P [redacted] Subject: FW: New submission from Contact Page Form From: [redacted] [mailto:***@bigfin.com] Sent: Tuesday, May 10, 3:PMTo: [email protected]: New submission from Contact Page Form Name [redacted] Email [redacted] @hotmail.com Phone [redacted] Location Federal Way Message On Saturday 05/7/I took my car to your Federal Way location for a car washAs my car was being dried by the blower, the entire sun roof shatteredThe manager on site, MrH***, wrote an incident report and told me that the General Manager Tony was out of town and would give me a call on Monday 05/09/He has not called me back and I have tried to get a hold of him multiple times leaving him messagesHe has yet to return any of my calls and I am feeling very frustrated with the lack of customer serviceI would like to resolve this matter as quickly as possible and want to avoid legal actionHowever, I'm starting to feel that I do not have a choicePlease contact me at [redacted] , so we can resolve this matter as soon as possibleThank you [redacted]

Complaint # [redacted] I see [redacted] has rejected the last response from usWhich is completely fineOnce he returned, his interior was cleaned again and was given the opportunity to inspect itNothing was brought up, and the customer left the propertyWe did follow up to make sure all went well, and you brought nothing to the attention of the managerWe understand that there are some people that we can never please, especially since we are not a detail facility Just a full service car wash that cleans interiors on a limited timeframeI hope you find great success with your next detail shop[redacted] ManagerElephant Car Wash

Complaint: [redacted] I am rejecting this response because: After this incident occurred, I reached out to my insurance immediately after leaving the car wash on Saturday, 05/07/ MrH [redacted] called me five minutes after I left the Elephant Car Wash in Federal WayHe advised me the General Manager Tony would give me a call as soon as he was back in town on Monday, 05/09/ He also suggested that I contact my auto insurance in the meantime On Monday, 05/09/2016, I visited by my insurance company Progressive to obtain a damage assessmentThe repair estimate provided my insurance company is $ Since my insurance deductible is $500, my insurance company advised me to work with Elephant Car Wash to resolve this matter since the estimate was less than my deductible I never received a phone call or email from the General Manager Tony on Monday (05/09/16) or any time after that, even after calling him and leaving a message Since I did not hear back from him on Monday (05/09/16), I called again and sent an email via their website A few minutes after I sent the email, MrH [redacted] called me to a relay a message from the General Manager Tony He indicated that Elephant Car Wash will not take responsibility for the damage to my sunroof and to try to go through my auto insurance I questioned MrH [redacted] as to why the General Manager Tony hasn’t returned my calls MrH [redacted] told me that “he was just the middle man and that I should just contact Tony directly by email and that he didn’t know why Tony wasn’t returning my calls” I find it very disrespectful that he would have a “middle man” call me back when I was calling to speak with him directly I would also like to point out that I received no email responses from Tony or Elephant Car Wash The alleged email Tony purportedly sent and attached to the Revdex.com complaint documentation didn’t even have a timestamp, so I am very curious to know what email he sent it to I searched my inbox and junk mail folder thoroughly and found nothing Tony made his decision based on a photograph that showed some rust on the sun roof and made an assumption that a “prior party knew of this issue and had applied clear silicone to hold the sunroof in place” The reality is that I purchased this vehicle from my brother years ago My brother was the original owner of this vehicle and he has assured me that there was never any work done to the sunroof We have always used Elephant Car Wash for our car washing needs and if Tony’s claim were true, why didn’t the sunroof shatter before? It makes absolutely no sense to me and I find it very insulting that he would make this assertion without speaking with me or investigating this matter further I continue to hold Elephant Car Wash responsible for the damage to my car [redacted] Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Chris did not say anything about being backed up or short-handed before I purchased the servicesThe sign, by the way it is written, indicates after-market add-ons which I do not haveEverything on the car was on it when I purchased it from the dealerI did not have them add any additional equipment nor did I add any equipmentI asked for my money back but Chris asked me to give him a chance to fix the situationThis was within the first minutesHe did give me one option of him writing something on my windshield and I could come back laterComing back later was not an option for me given my scheduleHe told me he couldn't give my money back because he would be firedI continued to express concern that my car now had drips, streaks, and spots because the policy, according to Chris, was to dry cars that had only an external wash while premium services had to wait and the water dried before they got to my carI told him that I would wait another minutesWithin moments my car was blocked in and I couldn't leaveIt was another minutes before they even got started on my carI had to point things out to be cleaned several times and I actually pitched in to do some of it myselfEven when I did point one thing out, the attendant said that was a service only available for premium service but he would do it anyway since I had been waiting so longHUH? I paid for premiumIf I can't have my car washed without danger of the license plate being bent/broken, then why would I take the car back? I took my car to the Toyota body shop and they said that it isn't wise to remove the plate because it could strip the screws and receptorI can't risk thisI did not see any posting that money would not be returned if the job was unsatisfactoryA number of people worked on my car, including Chris, and the job was not satisfactoryThey had to keep asking each other what had or had not been doneI was advising them sometimes It doesn't make sense to me to take the car back for service that can't be done according to their own sign since I can't have it washed due to the license plate issue [redacted] Sincerely, [redacted] ***

RE: Revdex.com Complaint ID: ***Customer Service Issues)
Dear *** ***:in regards to your complaint that was filed with the Revdex.com on 6/8/I would like tomake this offer to youI am willing to send you out a Complimentary Platinum Pass forthe issues you encountered on 6/7/The site in
Tacoma had people call in sickthis day and they were extremely short handedI unfortunately can not refund yourmoney, company policy will not allow me to do this based on services were receivedInregards to your license plate, this is why we have a "Customer responsibility Sign'' at theentranceIt explains this issue, and a number of customers choose to remove their plateand frame before entering the washWhen plates hang down past the bumper or arenot attached at the top and bottom of the bumper, the cloth can get behind and bendthe plate outThin, plastic dealer frames will not stop these from bending and theframes usually break when the plate bendsI am sorry for your inconvenience on thisdayWe are generally well staffed and the wait times run around minutes for thepackage you purchased
Sincerely,Tony P**General ManagerElephant Car Wash

Attached is the email that was sent to *** on 05/11/at 8:20amAs stated previously, there is nothing mechanically wrong with our equipmentIf we had issues with our equipment, multiple vehicles would have had their sunroof blown out by our dryersEvery vehicle receives the same time and force of the dryers, never no issuesThe customer had a previous issue with her car which caused her sunroof to come out of its openingWe have clearly marked "Customer Responsibility Signs" that inform customers what they are responsible forCustomers vehicle had a prior issue which caused to sunroof to come out, and her vehicle exceeded the age of eight years old or olderAs stated previously, this is a unfortunate incident.
From: Tony P** [mailto:***@elephantcarwash.com] Sent: Wednesday, May 11, 8:AMTo: '***@hotmail.com' Subject: RE: New submission from Contact Page Form
***,
Unfortunately Elephant Car Wash does not believe that their wash or blower failed in any way to cause damage to your vehicleIf our system was malfunctioning, multiple vehicles would have had the same or similar damageThe manager, Darin H***, also took multiple pictures of your vehicle where the sunroof goesThe entire opening where the sunroof goes on the tracks is rusted outIt also appears someone knew of this issue in the past and applied some clear silicone to try and correct the issue thereMy manager said he explained this to you, and also offered for you to view the pre-existing issue with the sunroof and you chose not to exit your vehicle and view itWe also have Customer Responsibility signage at the cashier cage, and also on the front of the carwash at the entranceIt explains to customers what their responsibility is, such as “Any vehicle that is eight years old or older”Vehicles get old, and things begin to fail after a certain amount of timeWe try our best to inform people of their responsibilityWe also have no issue with paying for damage when our machine fails and causes damage to a person’s vehicle due to our negligenceThe problem is that our system did not fail, and this is a very unfortunate thing that happenedYou may want to contact your insurance and explain the issue to them, which I believe the manager explained to you as well
Tony P**
General Manager
Elephant Wash
From: Lynda F* [mailto:***@elephantcarwash.com] Sent: Tuesday, May 10, 4:PMTo: 'Tony P*** Subject: FW: New submission from Contact Page Form
From: *** *** [mailto:***@bigfin.com] Sent: Tuesday, May 10, 3:PMTo: [email protected]: New submission from Contact Page Form
Name
*** ***
Email
***@hotmail.com
Phone
*** ***
Location
Federal Way
Message
On Saturday 05/7/I took my car to your Federal Way location for a car washAs my car was being dried by the blower, the entire sun roof shatteredThe manager on site, MrH***, wrote an incident report and told me that the General Manager Tony was out of town and would give me a call on Monday 05/09/He has not called me back and I have tried to get a hold of him multiple times leaving him messagesHe has yet to return any of my calls and I am feeling very frustrated with the lack of customer serviceI would like to resolve this matter as quickly as possible and want to avoid legal actionHowever, I'm starting to feel that I do not have a choicePlease contact me at ***, so we can resolve this matter as soon as possibleThank you***

I was able to contact this customer to confirm that he visited one of our locations that does take this specific couponI have asked the manager of that location to contact the customer and re-assure him that he is able to use the coupons at this locationThe manager will also make sure that the
cashiers know which coupons we can take at that location

Complaint: ***I am rejecting this response because:
The manager did not call me back on Friday as she says she didIf she had, I would have told her that the work was only partially successful in cleaning up the dirt that was spread all over the interior of my car when they used dirty towelsBut I am not interested in giving them another chanceI'll take it to another detailing shop where they take pride in their work and don't do a half-assed job.Sincerely,*** ***

Complaint ID #***You stated you called the site and made a complaint about the cleanliness of your vehicle which occurred on 7/6/16/The manager stated to the cashier that she was busy at that time and would contact you laterThe manager did contact you the following day after you had filed
the complaint with the Revdex.comShe had you bring your vehicle back into the wash and completed the interior of your vehicle to your liking, per your desired settlementShe also did a follow up phone call to you on Friday, 07/15/to make sure that you were indeed *** *** and you were content with the result. *** *** Manager Elephant Car Wash

Complaint: [redacted]I am rejecting this response because:
 
After this incident occurred, I reached out to my insurance immediately after leaving the car wash on Saturday, 05/07/16.  Mr. H[redacted] called me five minutes after I left the Elephant Car Wash in Federal Way. He advised me the General Manager Tony would give me a call as soon as he was back in town on Monday, 05/09/16.  He also suggested that I contact my auto insurance in the meantime.  On Monday, 05/09/2016, I visited by my insurance company Progressive to obtain a damage assessment. The repair estimate provided my insurance company is $474.19.  Since my insurance deductible is $500, my insurance company advised me to work with Elephant Car Wash to resolve this matter since the estimate was less than my deductible.  I never received a phone call or email from the General Manager Tony on Monday (05/09/16) or any time after that, even after calling him and leaving a message. 
Since I did not hear back from him on Monday (05/09/16), I called again and sent an email via their website.   A few minutes after I sent the email, Mr. H[redacted] called me to a relay a message from the General Manager Tony.  He indicated that Elephant Car Wash will not take responsibility for the damage to my sunroof and to try to go through my auto insurance.   I questioned Mr. H[redacted] as to why the General Manager Tony hasn’t returned my calls.  Mr. H[redacted] told me that “he was just the middle man and that I should just contact Tony directly by email and that he didn’t know why Tony wasn’t returning my calls”.  I find it very disrespectful that he would have a “middle man” call me back when I was calling to speak with him directly.  I would also like to point out that I received no email responses from Tony or Elephant Car Wash.  The alleged email Tony purportedly sent and attached to the Revdex.com complaint documentation didn’t even have a timestamp, so I am very curious to know what email he sent it to.  I searched my inbox and junk mail folder thoroughly and found nothing.
Tony made his decision based on a photograph that showed some rust on the sun roof and made an assumption that a “prior party knew of this issue and had applied clear silicone to hold the sunroof in place”.  The reality is that I purchased this vehicle from my brother 5 years ago.  My brother was the original owner of this vehicle and he has assured me that there was never any work done to the sunroof.  We have always used Elephant Car Wash for our car washing needs and if Tony’s claim were true, why didn’t the sunroof shatter before?  It makes absolutely no sense to me and I find it very insulting that he would make this assertion without speaking with me or investigating this matter further.  I continue to hold Elephant Car Wash responsible for the damage to my car.
 
[redacted]
 
 
Sincerely,[redacted]

Complaint #[redacted]I see [redacted] has rejected the last response from us. Which is completely fine. Once he returned, his interior was cleaned again and was given the opportunity to inspect it. Nothing was brought up, and the customer left the property. We did follow up to make sure all went well, and you brought nothing to the attention of the manager. We understand that there are some people that we can never please, especially since we are not a detail facility.  Just a full service car wash that cleans interiors on a limited timeframe. I hope you find great success with your next detail shop.[redacted] ManagerElephant Car Wash

Attached is a picture of the opening for [redacted]'s sunroof. If you will notice, the tracks are rusted out that held the sunroof in place. Also a party or prior party knew of this issue and had applied clear silicone to hold the sunroof in place. This is a very clear example of pre-existing damage to...

a vehicle that a business will not be aware of unless brought to their attention. Also attached is a email from myself to [redacted] explaining where we stand, and that she should contact her insurance who could help her in regards to the damage. She informed our receptionist that her insurance was "wasn't helping her or wasn't able to help her either ". I have attached a statement from our receptionist concerning this conversation as well. I can also ensure you she was contacted a number of times concerning this matter.

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. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: 1. Chris did not say anything about being backed up or short-handed before I purchased the services. 2. The sign, by the way it is written, indicates after-market add-ons which I do not have. Everything on the car was on it when I purchased it from the dealer. I did not have them add any additional equipment nor did I add any equipment. 3. I asked for my money back but Chris asked me to give him a chance to fix the situation. This was within the first 20 minutes. He did give me one option of him writing something on my windshield and I could come back later. Coming back later was not an option for me given my schedule. He told me he couldn't give my money back because he would be fired. I continued to express concern that my car now had drips, streaks, and spots because the policy, according to Chris, was to dry cars that had only an external wash while premium services had to wait and the water dried before they got to my car. I told him that I would wait another 10 minutes. Within moments my car was blocked in and I couldn't leave. 4. It was another 30 minutes before they even got started on my car. I had to point things out to be cleaned several times and I actually pitched  in to do some of it myself. Even when I did point one thing out, the attendant said that was a service only available for premium service but he would do it anyway since I had been waiting so long. HUH? I paid for premium. 5. If I can't have my car washed without danger of the license plate being bent/broken, then why would I take the car back? I took my car to the Toyota body shop and they said that it isn't wise to remove the plate because it could strip the screws and receptor. I can't risk this. 6. I did not see any posting that money would not be returned if the job was unsatisfactory. 7. A number of people worked on my car, including Chris, and the job was not satisfactory. They had to keep asking each other what had or had not been done. I was advising them sometimes.
It doesn't make sense to me to take the car back for service that can't be done according to their own sign since I can't have it washed due to the license plate issue.
[redacted]
Sincerely,[redacted]