 "A note of disapointment RE the service my wife recieved, especially given your website statement of procedure.
(1) Charged a medium fee for a two seater sports car! I am keen to understand 'small'!.
(2) Charged £25 for leather conditioner & 'advised not in stock' & given a bottle to take away!
(3) Charged for Diamondbrite without asking for it.
(4) Promised phone call when ready, none recieved!
Please provide a refund for the above items. "
|
Mazda MX5 |
Mr Proudfoot - 13/05/06 |
How we addressed this compaint
We phoned Mr Proudfoot and addressed the issues and have since made changes as follows:-
(1) We use the sizes of cars as a rough guide but actually price according to how much work is involved - usually the two tally pretty well. Although sports cars tend to be two seaters, they are packed full of detail and involve quite a lot of work, especially with convertable hoods so we class them as the next size up, even the smaller ones. For example, a Porsche Boxter is physically smaller than a Astra which is a medium, but because of the level of work in a Porsche we class it as an executive.
We have always classed MX5s as medium sized cars, and class most sports cars as medium or bigger. We quote this at the beginning and it is on the appraisal form, it's not something we add on at the end. We quoted the car as a medium.
We are currently compiling a database of cars and their sizes which will be available on the web so potential customers can see before they buy and to maintain consistency. Obviously this is a huge undertaking but we hope to be able to get it on the web site over the next month or so.
(2) Our standard leather conditioner (AutoSmart) was not in stock, so we gave Mrs Proudfoot a free upgrade to Diamondbrite Leather Treatment. This is applied to the car and the remainder of the product given to the customer which is how we always sell Diamondbrite Leather Treatment. As this car was a two seater there was quite a lot left over - at least enough for another 5 treatments!
Our valeter did inform Mrs Proudfoot of this fact, but we understand there can be a lot to take in at the appraisal. Our valeter also failed to mark this down on the appraisal sheet which he should have done.
(3) The customer was actually charged for Autosmart Leather Conditioner but recieved Diamondbrite which is a more expensive product. It is our policy to upgrade if we run out of products (we usually have plenty of options) and we also usually throw in a few extras to make up for the inconvienence - in this case we buffed
a scratch from the paintwork free of chage, but alas, our valeter also failed to note this on the appraisal form or the invoice.
(4) Our logs show that the customer was called at 5.30 but its not logged as to if the call was answered.
It is clear that this complaint is due to a lack of communication on our part. The valeter concerned failed to explain things properly to the customer, failed to make them down properly on the appraisal sheet and failed to write them on the invoice in any detail. The valeter was repremanded and the issue was made the subject of two training sessions so that we might avoid this happening again in the future.
We also offered Mrs Proudfoot a Free wash and wax the next time she was in Chelmsford by way of compensation for the misunderstanding.
After calling Mr Proudfoot, we wrote to him, here is a copy of the letter.
Dear Mr & Mrs Proudfoot,
Sorry for the misunderstandings regarding the valet we carried out on your car – we are currently taking steps to ensure that there is less chance that it happens again in the future by making changes to our website and with a staff training session. We hope that things have now been explained to your satisfaction and that you are happy with the work.
I’m writing to you concerning the testimonial/feedback form you sent us (copy attached) as we do put all testimonies on our website. Would you please consider writing another testimonial to replace or to be added to one you have already sent us?
We don’t mind showing that sometimes we have problems, but do like to show that we resolve them to the satisfaction of our customers and your co-operation would be much appreciated in helping us to do this.
I do hope that you take us up on the offer to clean your car next time you are in town and look forward to seeing you.
Once again, our sincere apologies for the misunderstandings.
Regards
Gary Wray
|
He sent us back a testimony sheet as follows:-
 "Clean Image followed up on our feedback and resolved the misunderstandings.
My advice is to be clear on your requirements.
A complementary car clean was a goodwill gesture too."
|
Mazda MX5 |
Mr Proudfoot - -/05/06 |
|
"Did much research before deciding on Clean Image, Was not disappointed.
