h2o Auto Spa

"I'm one of the owners of H2O Auto Spa and I'm very familiar with this case. I I am the person who checked in this vehicle and I was also the one who did the final quality control check when it the vehicle's treatment was completed. When first presented this vehicle by the customer's wife, I was struck by the extent of preexisting damage and all the loose and detached parts I found throughout the vehicle. We have a process where we document all preexisting damage on our Customer Intake Form. We are extremely careful to document everything we see--especially if there is a lot of damage. I noted on the Customer Intake Form and also discussed with the customer about how the metal strip on the driver's side was coming off and bending up. She pushed it back down and said ' We usually keep it down with double-sided tape". I told her we are not responsible for any preexisting, loose, or damaged parts--and made particular mention of this metal strip along with the cracked side mirrors and the broken vanity mirrors on the back seat and then got her to sign the our Customer Intake form where she agrees to release us from any liability for these items. In relation to the other point. The treatment she purchased was $125.00. It includes a hand wash, a Clay Bar Treatment, a Polymer Sealant and a light vacuuming and wipe down of the interior. I personally checked the vehicle myself using our extensive Quality Control process. The vehicle met all our standards for this treatment. When I heard this customer wanted us to repair/replace the metal strip I inspected, I was frankly appalled. I told our manager it was already documented as preexisting damage, I had also discussed it with the customer when she brought in the vehicle and she agreed to release us from any liability. When the husband called, our manager relayed all this information to him. He seemed surprised and dropped it. I thought the case resolved. We've occasionally had situations where people bring in damaged vehicles and try to get us to pay for their repairs by contending that we somehow damaged the vehicle during one of our treatments. We developed our Customer Intake form to combat this. In the extremely rare case where an accident does occur and we do damage a vehicle or we do not meet our customer's expectations, we take 100% responsibility for our actions and pay for any repairs necessary and do whatever it takes to make the customer happy. In this case, I do not feel it is right to reward extortion or dishonesty by a customer by offering free services or a refund to make a bad review go away. We followed proper protocols, the customer accepted responsibility for the preexisting damage--and it is documented-- and we provided the total service that was paid for. Thanks!"