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| - The following is a copy of a letter I have sent the corporate HQ twice...I have yet to receive any communications back from the corporate office. I have also left a message and my call has not been returned....the date I wrote this letter was 9/28/12: I have a customer service issue that I would like to get some help on. On August 10th, I brought my 2001 ML430 in for a wash and to have the mats cleaned. Upon leaving the wash, I noticed that the mats in my vehicle were not mine. I returned to the wash and after a few minutes, my mats were not located. It appeared that my mats had been inadvertently switched with another persons mats. Understanding how this could happen, I offered to return after the weekend to check up with them to see if another customer had come in looking for their mats. At this point, I was missing the 2 rear stock mats that came with the vehicle, and 2 aftermarket rubber mats similar to WeatherGuard mats for the front. When I returned on August 13th, no one knew anything about the issue and I was told that I could choose from some of the spare mats that they had laying around in the service bay. I declined at this time since I wanted my mats back. I gave my name and phone number and was told that I would receive a call from a Manager...I never did. I returned to the car wash a week later since I was out of town and this is when I initially talked to Jay (one of the managers). After describing the situation to him, he told me he had to talk to his boss to authorize purchasing replacement mats. I told him I was not in a hurry as long as we got it all sorted out and due to the fact that I was going to be out of town for two weeks. Upon returning and asking for Jay, he did not recognize me and when I told him I was the guy with the mats...he responded by telling me that they had ordered the mats, but they got the wrong color (grey) and were reordering the right ones (black). At this time, he took my name, phone number and yr/make/model of the vehicle down which I thought was a bit odd considering that he said he had ordered the mats previously but they were the wrong ones. When I came into the car wash today (9/21/12), I was told by Jay that they could not get the mats because they could only be ordered as a set and the set were priced at $200. Jay told me that he could not do anything other than offer me a few carwashes in compensation or to select some of the mats they had in stock there. I told him I thought this was unacceptable and that at this point, I wanted the issue resolved as originally stated....replacement of the items which were lost during service on my vehicle. I was told by Jay to call 480-XXX-XXXX and speak to Brian Nues (spelling?) and that he could handle my issue. On the way out, I introduced myself to Jorge (the general manager) and told him I understood that they did not have the authorization to do any more for me and that I would be calling Brian Nues (spelling). Upon returning home, I called the number provided and was told that Brian is not normally at this number and that a message would be given to him to call me back. I provided my name and phone number. I have been extremely patient in regards to the issue I have described above, but I am becoming frustrated because it is clear to me that Jay was not being forthcoming with me when he falsely told me that they had ordered the mats and they were in the wrong color. Furthermore, I have never once been called back even though I have left my number several times with various members of the staff and with the management. The facts are clear: Danny's Family Car Wash lost through a switch with someone else, my floor mats. I have asked for these floor mats to be replaced. Danny's has not been proactive with respect to informing me of the issues they have raised with the replacement. Each time I have had communications with Danny's, I have had to come into the store to be told that either nothing had been done, the wrong mats had been ordered and lastly, that they could not order the mats because they are too expensive. I come to the location at Raintree because it is close to home and is close to the bikeshop I used to manage, Performance Bike. I understand how these things happen....it happens in any service location and it happened at Performance Bike. It's a difficult thing to tell a customer that resolution has not yet occurred on their customer service issue....I know because I was the sales manager and it was my responsibility to field these issues. However, it is not difficult to be proactive in response to a customer service issue and to fix the problem. This is a simple customer service issue and I hope that by contacting you in writing here that a prompt and satisfactory resolution will come of it. I look forward to working with you to resolve this issue.
Since that time, I received one call from the DM which went to my voicemail. I then returned the call that day, and never received a call back again.
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