Dear ModWash,
I just visited your Ashtabula location for the first time today. It is at the end of my street, so I thought it might be convenient. I wasn't sure how the membership options worked; I figured I would pull in and check it out and at least do a single wash, to see if I liked it.
I pull in - there are 3 lanes, and one says members only. There is no employee at the entrance. Two lanes are blocked with cones, the only open lane is members only. I think, oh well, maybe this is what they do when they are slow. I pull up, the screen prompts me to pick English or Espanol. I pick English. It then asks me if I want a membership or a single wash. I choose single wash. Many options come up, I choose the basic wash. I get to the next screen, and hit continue because I don't want any add-ons. It asks how I want to pay, I select credit card. Still, no employee in sight. I get my purse and I am reaching for my wallet, and a light haired man in a bright orange or yellow shirt comes running up, yelling, "Ma'am, STOP! STOP!" He gets to my care and says. "You are supposed to wait for us, you can't do that." I say, well how would I know that? There's no sign and no employee, and the screen says choose a language." He said, "well that's why I usually have an employee here." Me: "There wasn't any=one here and the screen is clearly set up for self service." He then started going on about self checkouts in grocery stores - I'm not sure what he was trying to say, because I use self checkouts in grocery stores all the time and don't wait for an employee to begin; in fact, most of the time I don't interact with an employee at all. At this point, he says he will get me set up or I can leave if I want, because they don't need RUDE customers. I say I will leave and begin to back out. He says, "No! I don't want you backing out, I will open the gate." He fumbles with the screen, tries scanning something on the barcode reader, and the gate won't open. He finally has to go to the gate in the middle lane to do something, then over to the gate in front of me, it opens, and I leave.
I'm not sure how long I was there before he came over, but it was long enough for me to go through all the options, pick what I wanted, and dig around for my credit card. I am sorry that I follow directions that are on a screen, that appears to be self service. This does not call for being chastised by an employee because he wasn't standing where he was supposed to be. Not my problem. Very poor customer service - I will be posting this review on my social media as well, and I will continue using the 24 hour self service car wash down the street. I gave you a shot, and you blew it.
Sincerely,
A RUDE customer read more