It always pays to write a letter when you have a bad customer experience. After writing the below letter, I received a prompt response and $50 worth of free car wash coupons. Not bad for 10 minutes of my time.
April 7, 2004
Hoffman Car Wash
5 Lowes Drive
Saratoga Springs, NY 12866
To Whom It May Concern:
I brought my car to your wash on Tuesday, April 6 for a full exterior and interior wash. I was really impressed by the excellent wash job, but do have a complaint.
After going through the automatic wash, I wasn’t sure where to take my car for the interior cleaning. One of your employees began to give me instructions to drive my car around to the back entrance, while another one offered to drive my car around for me. I accepted the offer of the second employee and tossed him my key. As he climbed into my car, he said with a laugh, ‘I guess I’ll have to learn to drive a stick.’ Naturally, I thought he was joking. Apparently he wasn’t.
This employee proceeded to stall my car. This is no laughing matter. Although no serious or lasting damage can be caused by stalling a manual transmission car, it is unacceptable and unprofessional for someone employed by Hoffman Car Wash to stall a customer’s car.
I certainly did not pay $25 for that kind of service.