Business ProfileforWaterways Car Spa

I have come to this car wash several times and never had an issue with the place or services. However this past weekend I will not be going back to give them any of my business. There was a woman who seemed to be yelling at a gentleman outside when I arrived for the car wash. Later on also proceeded to yell loudly at the young man behind the counter in front of a lobby full of customers. I picked up my car, my sitter in law told me that the back seat was not vacuumed. I went inside to ask for the manager to show them my car. The same angry woman came out of her office with a huge sage stick. No hello how are you, No how can i help you. No greeting she said to me what was my problem. I proceeded to tell her that the car looked great however you could see that the back seat was not vacuumed and there was an obvious difference. I had never had an issue before with my car. She proceeded to insult me by saying I could not read the sign that said sand and dog hair is extra. I tried to explain to her I had zero sand in my car and there was nothing that stated sand and dog hair is an extra cost added to the car wash. If this was an issue about my car why did no one come inside and get me to explain this. No one came to get me no one explained there was an extra charge, No one gave me a chance to or option to pay extra if this really was the case. I was trying to speak and she never once listen to what i had to say she talked over me the whole time, I told her that for being an owner of a business she was being rude to me . As soon as i called her rude, she proceeded to swear at me and call me names, and scream profanity, I was appalled that a business owner would speak to any customer that way. I told her the way she was speaking to me was un professional and i would right a formal complaint against her business. She told me go ahead and complain, I do not care what you do. You will not be the first person to write a complaint and will not be the last. I do not care about you or your business. She then insulted me by calling me a name and after the name that I was fat and needed to lose weight. I did yell back at her after she called me a name and profanity, that was uncalled for. This should have never escalated like this if she had taken the time to listen to what I was explaining instead of yelling at me and telling me to get better glasses as i could not read the sign. There is NO sign that says vacuuming is an additional charge if you have dog hair. The floor boards of the back seat had dog hair and they floor was immaculate. The seats in the front and the back were cleaned, immaculate There was such an obvious difference in my car that my husband was furious at the lack of detail and care. He too has taken his jeep up there to be washed with the same dog hair and never has it ever been an issue before. There is no customer service here anymore. The previous manger or gentleman that was always in the front, made people feel welcomed, He always had a kind smile and good words to say to all the customer. He always provided good customer service.

We thank you for Ms. ******** complaint. For the record we refute the following claims for which we have visual evidence:
1. that there was a woman who seemed to be yelling at a gentleman outside when she arrived for the car wash - video saved and photo stills included in this response;
2. that she also proceeded to yell loudly at the young man behind the counter in front of a lobby full of customers - video saved and photos of Ms. ****** and Ms. ******* when each was paying included in this response;
3. that "There is NO sign that says vacuuming is an additional charge if you have dog hair" - video saved and photo stills included in this response;
4. that the lady was the aggressor against Ms. ****** - video saved and photos included in this response.
I respond to this complaint having been present - a witness - during the "issue". When Denise ****** returned to the car wash entrance to remonstrate that not all the pet hair had been removed. She did not wait to speak to the service writer who had initially assisted her but entered the store to request for a manager. It was the first interaction Ms. ****** had had with the lady. The lady tried to assist and informed Ms. ****** that with our regular vacuum service we get out as much hair as possible, but that we have other additional services focused on pet hair removal. Ms. ****** was not happy with this response and said that she assumed that when we state we vacuum a vehicle we vacuum everything out. The lady indicated to the menu board (photos included in response) and evidenced the surcharge for excess sand or pet hair. Ms. ****** sarcastically said that she could see that, but she was also capable of reading the services included in her wash and that a vacuum was one of these. Ms. ****** kept repeating "It says you vacuum the interior. So are you telling me you don't vacuum the interior?" The lady again explained that for vehicles with excessive pet hair which the owners want removed there are surcharges. Ms. ****** then started to berate the store/business and our services and when she started to become abusive she was told to leave the property. This made Ms. ****** even angrier and more abusive toward the lady dealing with the matter. As can be seen from the series of photos, the lady kept moving away from Ms. ****** but was then repeatedly insulted by Ms. ****** and so she returned to re-iterate over and again to Ms. ****** that she should leave the property (photos attached), who instead continually gesticulated in the lady's face. Ms. ****** was still shouting from her vehicle, through the open window, and even started throwing items out of her window (photos attached). When leaving Ms. ****** was still shouting and making obscene gestures from her vehicle (photos attached)
Please refer to Ms. ******** statement to ascertain that although she now claims that she was not told about the pet hair when her vehicle was being vacuum, when she was told by the lady about the surcharge, she did not inquire how much the surcharge was. She simply demanded that the pet hair should have been removed at no charge as part of the regular service. There is no indication that Ms. ****** would have been less combative had she been told about the surcharge at any other time.
We have also included images of the false reviews by an individual purporting to be Ms. ******** daughter and another by a George ****** - presumably Ms. ******** husband - neither of whom were present. Within the image there is also a review by a Judy *******, who was accompanying Ms. ******, in which she makes other spurious claims of varying severity, the worst of which Ms. ****** does not include in her complaint simply because Ms. *******'s claim is false.
The visual evidence demonstrates unequivocally that Ms. ****** has been dishonest on multiple occasions in her complaint; and that her 'family' has jumped into action to give false reviews of the business when they were not present.
It seems that it is not possible to attach photos so we shall send these by separate email