Waterway Gas & Wash

Dear Mr [redacted] ,We were made aware of your Revdex.com complaint regarding membership pricing.Waterway decided to raise membership prices effective March 29th after a year pricing holdUnderstandably, the costof doing business has increased since thenBecause Waterway is committed to their loyal Clean Car Club members,letters were mailed and e-mails went out in advance of the pricing increaseIn addition, Waterway increased the pricefor members at your membership level to $36, though new members enroll at the $rateSo, you are still paying lessthan the current rate at the same membership level.As per the attached terms and conditions, Waterway reserves the right to change pricing at any timeThis information isfound not only on the in-store enrollment form, but also on the enrollment form found on waterway.comSee attacheddocumentsBoth methods of enrollment require acceptance of these terms and conditionsWe also send membershipcards to all Clean Car Club membersOn the back of the membership card, it also states that prices may change withoutnotice.If you are unhappy with the current membership price, perhaps the Exterior membership level at a lower price pointwould be an option to considerOr, Waterway allows membership cancellation at any timeWe only require businessdays prior to the billing date, as stated in the terms and conditionsCancellation can be conducted via convenientmethods: email ( [redacted] @waterway.com), phone ( [redacted] ) or website (waterway.com/ [redacted] ).Thank you for voicing your concerns.Sincerely, [redacted] ***Manager, Marketing and MembershipWaterway Gas & Wash

Please see attached

Waterway completed an investigation of this claim when first mentioned, and determined that we were not the cause of the damage to Mr [redacted] ’s vehicle During our wash process, the only things that come in contact with the vehicle are water, soap, soft cloth strips, and terry cloth towels In this case, we believe that the scratches on Mr [redacted] ’s vehicle existed prior to his visit to our wash and were only noticed after the vehicle had been cleaned For Public Relation reasons, the General Manager of the Waterway location offered to do a step scratch removal treatment and detail the outside of the vehicle, free of charge Mr [redacted] declined this offer The offer for the scratch treatment still stands, however Mr [redacted] ’s claim has been denied

Waterway has resolved this complaint with Ms [redacted] Waterway agreed to pay half of the repair totaling $ A check was mailed to her on 10/7/ Please let me know if you need anything else from Waterway Thank you [redacted]

“Waterway completed an investigation of this claim, and found that we were not the cause of the damage to the [redacted] ’s vehicle Waterway is not denying that the paint came off during their visit, however there was pre-existing damage to the paint which became exacerbated during the wash process Nothing was done to this vehicle that wasn’t done to every other vehicle that day, without incident In this case, our conduct was not the proximate cause but the observed result Waterway Gas & Wash Company takes full responsibility for any damages that we do cause, however in this case, we cannot accept responsibility for a condition that existed prior to their visit to our facility”

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2016/03/04) */
With the Waterway Clean Car Club, a member receives an unlimited number of Wash and Vac car washes, which include an exterior wash, interior vacuum and a hand dryThere are a number of other packages a Clean Car Club member can upgrade to for a
feeThe Full Service car wash is one of themFor an additional $4, a member can upgrade to a Full Service, which includes the an exterior wash, interior vacuum, interior windows, dashboard and console wipe-down and hand dryWe apologize if this was misunderstoodOf course we will cancel the membership and issue a full refundWe will be contacting the customer today to initiate the cancellation/refund

Mr***’s complaint is in the process of being resolved. Mr*** and the Manager of the Waterway location have reached an agreement and we are in the process of wrapping up all of the paperwork. We expect to have it completed shortly

During the examination of Ms***’s windshield, an impact chip was found along the line of the crack, behind the rearview mirror. The chip was pre-existing and was the cause of the crack. Waterway is not denying that the chip spread during the wash process; However, Waterway is not
responsible for pre-existing conditions, which may become aggravated during the wash process. The result is the effect, and not the cause. Ms*** is a valued patron, unfortunately we cannot justify paying for damage that existed prior to her visit to our facility

Hello, Here is Waterway’s response to Revdex.com complaint #***Waterway Gas & Wash’s internal investigation concluded that we are not responsible forthe damage to the windshield of Mr***'s MercedesIn our facility, the onlythings that touch the vehicle during the wash process are
cloth strips, water and soap.Upon closer examination of the windshield, an impact chip was found along the line ofthe crack near the bottom of the windshieldThe chip was pre-existing and was the causeof the crackWaterway is not denying that the chip spread during the wash process;However, Waterway is not responsible for pre-existing conditions, which may becomeaggravated during the wash processThe result is the effect, and not the causeMr.*** is a valued patron and Waterway does not want to lose him as a customer,unfortunately we cannot justify paying for damage that existed prior to his visit to ourfacilityThanks, *** *** Waterway Gas & Wash Senior General Manager, Operations Support *** *** *** Chesterfield, MO*** *** *** *** *** fax

Complaint: ***
I am rejecting this response because: I found my daughter dead when I came home from work, Friday, September 30, I now need to pay for funeral expenses which is a lot more the the $replacement key from the Mithsubishi dealer Car wash coupons will do me no good as right now washing my car is the last thing on my mind Furthermore, my nephew who is the manager at *** on Mid Rivers Mall Drive said if anything like that would happen to any of his customers cars no matter the age of the key, he would replace and pay for a new key because it is just good business.If all they are willing do do is send me a few car was coupons, they can keep them.I will just have to suffer and try and deal with the broken key because now I can barely afford the cost of my daughter death expenses and I cannot pay for a new key at this time I will just suffer
Sincerely,
*** ***

Waterway completed an investigation of this claim when first mentioned, and determined that we were not the cause of the damage to Mr. [redacted]’s vehicle.  During our wash process, the only things that come in contact with the vehicle are water, soap, soft cloth strips, and terry cloth...

towels.  In this case, we believe that the scratches on Mr. [redacted]’s vehicle existed prior to his visit to our wash and were only noticed after the vehicle had been cleaned.   For Public Relation reasons, the General Manager of the Waterway location offered to do a 3 step scratch removal treatment and detail the outside of the vehicle, free of charge.  Mr. [redacted] declined this offer.   The offer for the scratch treatment still stands, however Mr. [redacted]’s claim has been denied.

Please see attached.

“Waterway completed an investigation of this claim, and found that we were not the cause of the damage to the [redacted]’s vehicle.  Waterway is not denying that the paint came off during their visit, however there was pre-existing damage to the paint which became exacerbated during the wash...

process.  Nothing was done to this vehicle that wasn’t done to every other vehicle that day, without incident.  In this case, our conduct was not the proximate cause but the observed result.  Waterway Gas & Wash Company takes full responsibility for any damages that we do cause, however in this case, we cannot accept responsibility for a condition that existed prior to their visit to our facility”

Initial Business Response /* (1000, 5, 2015/07/14) */
Waterway completed an investigation of Mr. [redacted]'s claim, and found that we were not the cause of the damage to his vehicle. During the wash process, the only things that come in contact with the vehicle are water, soap, soft cloth strips,...

and terry cloth towels.
Waterway Gas & Wash Company takes full responsibility for any damages we cause. Based on our findings, we were not the cause of the damage to Mr. [redacted]'s vehicle, therefore, Waterway is denying his claim.

Waterway has resolved this complaint with Ms. [redacted].  Waterway agreed to pay half of the repair totaling $179.73.  A check was mailed to her on 10/7/16.   Please let me know if you need anything else from Waterway.   Thank you   [redacted]

Initial Business Response /* (1000, 5, 2016/02/16) */
I believe that this has been resolved. Todd Smith with Waterway spoke to Mr. [redacted] and worked out a settlement.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/16) */
(The consumer indicated he/she ACCEPTED the response from the...

business.)
Waterway promised to pay for all parts and labor to fix my damaged car.

Spoke with more senior management today and reached an agreement today.  From my perspective, the issue is successfully resolved.  Can you close out the case or is this something I can do on line?

Dear Mr. [redacted],We were made aware of your Revdex.com complaint regarding membership pricing.Waterway decided to raise membership prices effective March 29th after a 5 year pricing hold. Understandably, the costof doing business has increased since then. Because Waterway is committed to their loyal Clean...

Car Club members,letters were mailed and e-mails went out in advance of the pricing increase. In addition, Waterway increased the pricefor members at your membership level to $36, though new members enroll at the $39 rate. So, you are still paying lessthan the current rate at the same membership level.As per the attached terms and conditions, Waterway reserves the right to change pricing at any time. This information isfound not only on the in-store enrollment form, but also on the enrollment form found on waterway.com. See attacheddocuments. Both methods of enrollment require acceptance of these terms and conditions. We also send membershipcards to all Clean Car Club members. On the back of the membership card, it also states that prices may change withoutnotice.If you are unhappy with the current membership price, perhaps the Exterior membership level at a lower price pointwould be an option to consider. Or, Waterway allows membership cancellation at any time. We only require 3 businessdays prior to the billing date, as stated in the terms and conditions. Cancellation can be conducted via 3 convenientmethods: email ([redacted]@waterway.com), phone ([redacted]) or website (waterway.com/[redacted]).Thank you for voicing your concerns.Sincerely,[redacted]Manager, Marketing and MembershipWaterway Gas & Wash

“Waterway had 2 members of Senior Management review this claim and they agreed that we are not responsible for this damage.  The key was broken because of age and wear & tear, not as a result of negligence on our part.  Waterway attempted to contact Ms. [redacted] to offer wash coupons to...

show that we do care.  If she reaches out to Glenn (the general manager of the Watson Rd store) at [redacted], we would be happy to discuss an alternative way to resolve this claim.”   Thanks,   [redacted] Waterway Gas & Wash Senior General Manager, Operations Support