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Got Stuck in the Family-Owned Car Wash: WWMMD
So, in mid-December, DH and the kiddos and I went to celebrate Christmas with DH's family. It's in rural Iowa - a town of about 6,000 people. DH's dad's (my FIL), FIL's cousin owns one of the local car washes. It's a stand-alone place and has no attendant. Our minivan was filthy from riding the wet, muddy farm roads and I went to get it washed before we headed back home.
I wanted an undercarriage wash, so I opted for the Premium Wash ($8). Pulling in, I got about 20 seconds into the wash (covered in water and soap) and the whole thing stopped. I waited and waited. Nothing. So I pulled forward and out. I drove back around. I had to get the van rinsed off - it was a very cold day and I couldn't leave the dirty, soap on the car to freeze. I pulled back up to the card reader and paid $5 to get a basic wash just to get the stuff washed off. Nothing. The machine didn't start. So I waited and then tried again. Another $5. Finally, it worked.
The CC statement came and I was charged $18, the total for all 3 washes, 2 of which I did not use.
Today I called the number of the cash wash to get a refund, but no one answered. So, I emailed my MIL for the email of the husband and wife owners of the place (FIL's cousin and his wife).
In her email to me, MIL mentioned that "she knows what she would do," implying that she'd let it go. But, I'm now torn. It's a business and if it's not working properly people should get refunded no matter who they are. Family or not. Right?
I also have to keep in mind that MIL has no concept of money and easily blows $5k on clothing in one year.
But is it okay to ask a family member in a small farming community for a refund of $13? Or is that being cheapo? I don't need to make a point with them or anything. I'm not looking to take a stand on the darn thing not working. I don't know.
Re: Got Stuck in the Family-Owned Car Wash: WWMMD
It is a kindness to let them know that there is a problem with their automated system so that it can be repaired and not cause further problems for future customers.
I would however give them a heads up that something is wrong with their system, like pp said. If they get a rep that their wash doesn't work, then their business may fail and that wouldn't be good.
Depending on how cold it was outside, a lot of car washes shutdown because freezing temperatures can cause issues with the water delivery system. I know in Ohio most car washes shutdown unless they are attached to gas station or are full service.
I would just call and let them know and tell them you wanted them to know so it doesn't happen to other customers. Don't mention wanting a refund. Perhaps out of good customer service, they will offer one anyways.
Our car wash is small and locally-owned too; they will actually give people a free car wash if they call to let them know that the automatic is not working. They would rather fix it after one person than get calls from lots of angry customers!