They Say customers are always Right.....Well, that simply is not true. Some customers are dead wrong. When I first opened my carwash I was so scared of a negative review that I awarded every complaint, justified and unjustified compensation to fix the problem. Sometimes it was just a car that didn't come clean.. These were easy. I would offer free wash codes or have my attendant put the customer thru for free until customers were happy. Most of these complaints are justified and I want to make them right. Other customer issues were more consequential. My carwash has ripped a mirror or 2 off, and occasionally scratched a vehicle when my touch-free wand has turned into a car early. In these cases, I own up; I send them to get bids and I pay for their damage. Moreover If there is any "Doubt" if my carwash did the damage claimed by the customer, benefit of the "Doubt" has always gone to the customer. However, there is NOTHING more maddening than having a customer claim damage that I'm 100% sure my carwash didn't do. My first year in operation I capitulated to every claim. I finally realized that I could NOT respect myself paying for a customer's claim that I am certain that my carwash didn't do. Being a business owner, I vowed to be as FAIR as possible. I vowed to myself and God that I would not try to avoid or wiggle out of any legitimate claim , but also resolved to be as equally Fair with myself for illegitimate claims .
Have you ever watched a restaurant patron eat 90% of their meal and then claim some sort of problem to get their meal comped? Some restaurants have "repeat" patrons who prepped a convenient "fly" they could deposit into their 90% consumed meal to log a complaint and get their meal for free. As maddening as this is, many restaurant's policy is to comp the meal. I once stood in a Costco return line with a guy who proudly proclaimed that he returns his 1 or 2-year old TV every year to get the newest model every year. I got news for you. You and I pay a higher price for our baby back ribs and TV's to support these frauds. I'm not Sure if Ernesto has pulled the fly trick, but I wouldn't put it past him, He sure has worked me over for a free paint job on his suburban. The Evidence is almost irrefutable. The carwash didn't do it; and because of my vow I haven't capitulated despite Ernesto threatening to sue me and give me bad reviews. He claims I'm dishonest. Ernesto is the dishonest one. I invited a respected Autobody repair professional, KC Anderson form Accident Pros, who examined and gave a bid to repair the vehicle of the very scratches that the Guzman's claimed to be caused by the carwash AND who subsequently visited my carwash to examine the brush action to render an opinion about the damage. Below is the letter.
See this video where my son films my exchange with Perry City PD. Ironically, Ernesto first called the police to log a complaint and and got them involved. This was a blessing in disguise because now Perry City PD also recorded this exchange and can be publicly had with a GRAMA request. Here is the explanation and a video showing the same make and model going through the carwash.