Texaco review: Car wash emergency 4

The following is the letter that I sent to the gas station's "Resolution Dept's" Andre LeBlanc at E & C Enterprises, Inc. I received a response that basically stated they didn't beleive the incident ever happened - even though I have police witnesses and (grainy) pictures of the damages.. Just want the public to know THIS is how one Texaco Manager wrongfully treats his customers!

On, Sunday January 10, 2010 I visited the car wash located at the Dale City Texaco station. I typically wash my vehicles by hand and seldom use car washes but knew this car wash had recently been rebuilt - due to fire damage - and trusted it would be top notch.

After waiting for approximately 30 minutes (there were @ 6 cars ahead of me), I entered my car wash code, waited for the green light and entered the bay until the red light appeared, then stopped and applied my brake. The machine started operating and made its way around my car spraying soap and water. The brushes began their motions and stopped just past my rear doors and then STOPPED direction but continued spinning. They continued spinning against my car in one spot but were not moving forward or backward. This continued for SEVERAL minutes and I realized I was STUCK! I began to panic! I started thinking water was going to enter my car and that I was unable to get out. After @ 10 minutes of being trapped, I called 911. I stated I was stuck in the car wash and they put me on hold while connecting me to the Prince William County Police Department, who said theyd send someone out as soon as possible. After several minutes of feeling totally helpless and wondering whether the police were going to respond any time soon, I decided to call 411 (Directory Assistance) and asked for the number to the Dale City Texaco. After 411 trying to determine the location; PLUS it being very hard to hear due to the motion of the car wash just outside the car - Directory Assistance finally connected my call to the Mart located inside the gas station. I informed the woman on the phone that I was stuck in the car wash and needed help. Shortly thereafter, I saw her walk from the Mart and into the bay of the car wash and after a few minutes she was able to stop the brushes from spinning. The brushes stopped rotating, however remained against my vehicle for another couple of minutes. She pressed some buttons and/or pulled some switch (I couldnt see what she did) but the wash continued its cycle (spraying, rinsing, .) and she left from the car wash. Once the green light was displayed and the brushes were removed from my car, I proceeded forward and out of the bay.

I immediately pulled around to the Mart and got out of my car as I was visibly shaken from this incident and needed to collect myself. I decided to inspect my car and once I got to the passenger side of my car I noticed a swirl-like mark on the side of my vehicle and immediately went inside to inform the attendant. She said she had just called the manager and I would need to wait for him.

The police arrived within 5 minutes of my exiting the car wash. The two officers (Officers Gardiner and Gulella) took my account of the incident and witnessed the damage to my car. After waiting for several more minutes for the manager, the policemen said they needed to go. They said that knowing what a traumatic situation it was for me, they were confident the manager would do the right thing and be cooperative in resolving the matter, but if not, to contact them again.

While waiting inside the Mart, several car wash customers that had been waiting in line behind me - and observed me being stuck - decided they did not want to risk using the car wash and requested a refund. One gentleman even joked and said I wondered what kind of wash you paid for because you were in there SOOOO long! The attendant said there were NO REFUNDS, per the manager, and if they wanted to discuss it further they could wait for him. Two of the customers said they had already been there entirely too long and left, obviously disgusted. While I continued to wait (with one of the customers who witnessed me being stuck and wanted a refund, was also waiting for the manager) a customer was buying cigarettes and said she comes in the Mart all the time and she was telling us how the car wash has been having problems the past couple of weeks. The other customer (waiting with me) interjected Then why do they keep the car wash open and wont give refunds just to make money? The attendant responded Weve been having problems with the car wash, probably because of the cold weather!. After waiting entirely too long, the customer left and said shed come back at another time but left me her contact information and told me to let her know if I needed her for anything.

The manager, Mr. Emanuel Okwesie, finally walked in. He was nicely dressed (in a suit and tie) but appeared to be very agitated. I assumed he had come from church and was most likely irritated because his service was interrupted and his Sunday disrupted. He walked past me and over to the attendant and spoke to her for a second and then walked over to me. He then said You the lady with the problem? I was alittle surprised by his attitude and his abrupt approach but I responded If youre referring to the car wash problem, then yes, I am. Are you the manager? He responded that he was. I began to tell him about being stuck in the car wash and having to call 911. He immediately responded Well you must of done something wrong. You must have ignored the lights from inside or moved while the machine was in motion SEE, its working fine now and pointed out to the car wash that was being used by this time at least an hour after my incident.

I explained to him I followed all the directions and never moved once inside the car wash and that my car was damaged. He asked me to show him the car. We walked outside and I pointed out the damage. He proceeded to tell me that the car wash has brushes made of FOAM and it was IMPOSSIBLE of damaging a car. He also mentioned that the dealership next door (Parkway Ford) uses the car wash regularly for their vehicles so obviously its a good car wash I reiterated that I brought my brand new vehicle through the car wash UNDAMAGED and it came out of the car wash DAMAGED! He kept insisting that it was impossible for foam brushes to cause damage to cars and I reminded him that the brushes spun on my car for @ 20 minutes and left these swirl marks on the black paint. He continued to argue with me and I determined we were not going to come to an agreement OR a resolution and I called and asked that the police please return. I walked inside and looked out at my car and noticed Mr. Okwesie still standing near my car and now taking pictures of the side of the car with his cell phone. I then noticed him reach towards my car and rub it. I went outside and asked that he not touch my vehicle and step away until the police arrived. He insisted there was no proof and that the mark was gone.

One of the officers returned and Mr. Okwesie kept saying There is no proof..SEE, theres no damage!. The officer noticed how uncooperative the manager was being and stated I have several options 1) not conduct business at this station and advise others to do the same 2) contact the headquarters of Texaco and report the incident and/or 3) file a claim with the civil courts. He also recommended that I notify the Better Business Bureau and the local Chambers of Commerce to make them aware of the manner in which merchants are conducting business in their area.

I am most upset about the way Mr. Okwesie treated me during this ordeal. His lack of customer service and his accusatory behavior was BEYOND unacceptable. He was never empathetic about the situation or what I had been through and was only interested in placing blame. My vehicles damage can be resolved but the manner in which I was treated is inexcusable. I have elected to start with notifying you, as the overseer of Mr. Okwesies operations, in hopes that any further action can be avoided. I look forward to hearing from you soon and to a fair resolution of this matter.