Don't Give AutoWash Your Business
Superficially, you can get an idea of the quality of business by the positive reviews that result when things go the way they should. But even more revealing is how the business behaves when things don’t happen as they should. My car was damaged by a landscaper working on behalf of this car wash while I was waiting for my turn in the car wash. The damage wasn’t extensive but something that will cost money to repair. I called to let management know and hoped to get an apology. I wasn’t expecting monetary compensation but an offer to pay for, or offset, the cost of the repair would have been great. It turns out, this company has no interest in making a bad situation right. They immediately moved to a defensive, legal posture, shifted all responsibility to landscaper and disregarded my experience as a customer. It was even suggested the damage might have happened at a different time (another legal posture) when, in fact, a surveillance video shows the moment the damage occurred. They advised me to get 1) my insurance company, 2) law enforcement and 3) an attorney all involved and they were unwilling to cooperate in any way but were happy to have me “go after” the landscaper. Since I wasn’t looking for cooperation and, unlike them, wasn’t going to try to wring my costs out of a small business, I found this incredibly offensive. The cost of an apology would have been $0. The cost of the repairs (had they decided a customer shouldn’t be subject to such an experience while spending money at their business) will be a few hundred dollars. The cost of a reputation for being unwilling to apologize … priceless. I don’t care whether it’s last car wash around, I will never bring my business back here and will advise everyone I know to do the same.