What Happened: We had been taking our dog
here for boarding for quite sometime. One Sunday, after a trip out of
town, we went to pick her up only to find that we had been charged for
an extra day because we came in too late (after 2 PM).
This would have been fair enough, except that when we
dropped her off, we were told we could pick her up "anytime before 4
PM" on Sunday. When we pointed this out, we were very rudely blown off
by the guy behind the counter, who lectured us that if we were really
regular customers, then we should have known better.
What Should Have Happened:Is it too much
to ask to be nice? To simply have apologized for the mis-information
we received earlier? Instead we got lectured by someone who thinks all
customers are idiots. It was pretty obvious that the folks at Rob Cary
don't really care about repeat business, as they seem to think they'll
get business no matter what.
Alternatives: Best Friends Pet Resort, on
Sunset Rd. just inside of Lp 410 off of Broadway. Great service, and
much lower prices.
What Happened: I arrived at this place
and spent about 5 minutes sitting in my truck before someone
acknowledged my presence. Then I buy the best car wash they have, and
step inside. The car washers were spending more time horsing around,
spraying each other with hoses than they were washing my vehicle. Then
my vehicle makes it's way out of the car wash, only to be cleaned and
polished by someone who was slower than my grandmother and who wasted a
lot of time sloooooooooowly walking across the lot to grab spray
bottles, one-by-one as he needed them. 40 minutes
after I'd arrived, and before he even started to clean the interior, I'd
had enough. I was in a hurry for a dinner date so I just told him I
had to go and left.
What Should Have Happened: If you've got
a lot of time on your hands and don't care about customer service, this
is the place to go. A little more hustle and attentiveness would have
been appreciated.
Alternatives: Quality Carwash, a car wash
near the intersection of Grissom Rd. and Bandera. Good service, even
when they're busy.
Response: The following response from the carwash
was received on 11 December 2002
I am responding to a message concerning Wash Me by Hand Car
Salon (Service in San Antonio). This synopsis has been posted on your
web site for over a year; shortly after we first opened.
Wash Me by Hand Car Salon prides itself in top notch
customer service and unparalleled quality of work. We are an
independently owned and operated business and I will be the first to
admit we had some growing pains and lessons learned. However, with
experience and customer feedback, we have become a very efficient and
reliable full service car wash and detail center. Please refer to the
December 1, 2002 "Drive Section" in the the San Antonio Express News.
I am not stating we are perfect but certainly strive to be.
On a daily basis we emphasize customer service and demand from our
employees an excellent job on every vehicle we service. Wash Me by
Hand Car Salon firmly believes in providing customer satisfaction which
is evident by our frequently returning customers.
Please contact the customer who sent you the message and ask
them to call me @ (210) ***-**** and I will arrange to have their
vehicle washed at no charge!
Additionally, I'm not sure how long you keep positive or
negative comments about business' on your web site but I believe you
need to evaluate the actions customers take (or the business) to
resolve a problem prior to posting negative comments which could be
detrimental to a business. If this unhappy customer would have
expressed their concerns to me or my management staff, I assure you
Wash Me by Hand Car Salon would have dedicated 100% of our efforts to
resolve this matter to ensure the customer was taken care of!
Thank You!
Tom Vrzal
Owner, Wash Me by Hand Car Salon
