[inholmdel]

For your information, I went to the Village Car Wash this afternoon to wash one of my cars. When I arrived, I noticed signs that stated that the place had a new owner.
When I went to the cashier to pay, I handed her my Village Car Wash Cash Debit Card which I purchased on October 30, 2007 for $179.36
After learning that I had a balance of $108.00, she called the new owner who is a young man named Brad Werlin, who informed me that he was not honoring the cash debit card.
After a heated discussion, he agreed to deduct $20.95 for a silver car wash but that I had two options on future car washes, to either pay 50% of the cost of the car wash in cash and the balance from the cash card or go to the former owner to get my money back.
He supplied me with the name and a phone number of the former owner who he claims is a Dr. Lucas. I called and after explaining that the Village Car Wash was refusing to accept his cash card, he hung up on me.
When I returned home, I called the Better Business Bureau in Longwood, FL who informed me that I could fax or mail a complaint about the incident that I had just experienced but that in Florida when someone buys a business, they buy the assets but not the liabilities.
Having run a successfull business for 40 years, I would assume that if a person expects to stay and run a successful business, they would not want to upset a steady customer by refusing to accomadate a situation like explained but people are really different today asbout business ethics and relationships with customers.
Be aware of this situation at the Village Car Wash and don't buy cash cards from them.

[marsh]

In response to this, I happen to know the new owner, Bradley Werlin. Unknown to him, the previous owner withheld information of the cards mentioned. Unfortunately, it was just not the writers card valued at $108 but a total of $7000 in cash cards. Mr. Werlin is trying to reestablish the business and working very hard to accomodate the public and honor the cards so both the customer and owner aren't loosing out completely. Let's give the young man a chance to prove himself to the public and gain the trust of the community by honestly providing a much needed service in The Villages.

[Edited by tony]

[renielarson]

I am a holiday and summer only resident and used The Village Car Wash frequently when I was here. I loved the job they did and the prices were reasonable.

However, now that I know there is a new owner who is not accepting cards purchased with earnest money, I will rethink about returning.

In a town like The Villages where news travels fast and building a business on trust and reliability is important, a new owner needs to honor and sadly "eat" the $7000 liability he inherited from the previous owner...whether he knew about it or not before purchasing the business.

Seven thousand dollars is peanuts if you want to establish a positive relationship with residents, establish trust, and create a business people respect.

Eventually, the return will be money in the new owner's pocket.

Instead of a heated debate, the new owner should have appeased the customer. His unwillingness to make the customer happy has resulted in negative feedback in this forum that reaches thousands of Villagers. I will now pass on the negative feedback to friends.

[marsh]

Perhaps you misunderstood. He is honoring the cards. To be fair to the new owner and cardholder he is honoring them at a rate of 50% for each visit. The cardholder will not loose any of his/her money. Sounds fair to me. These are hard times. Let's give him a chance.

[renielarson]

Marsh

Guess I'm not totally understanding. If the cards are honored at 50% explain how the card holder loses nothing. Am I having mathematical problems assuming 50% means a 50% loss?

Bright I think Marsh means it will take twice as long to use up the tickets. Instead of paying for the car wash with one ticket, the customer is being charged 1/2 in cash and 1/2 ticket. Doing it this way the new owner doesn't take a 100% hit up front. In the end the complete ticket gets honored. I may be wrong but I think that is the story.

[efrahin]

Being a business owner for many years, I dont understand why Mr. Werlin can miss this opportunity to create a good name for his business at such a cheap price. But this is the instant rewards society and Mr. Werlin is in no mood of waiting.
Incidentally, I remember using the car wash when I was there in December 07 and notice a sign offering to polish the plastic lenses they use in the headlights for $???. I was cleaning my car this week and noticed how dull my lenses where, I happened to have a tube of Scratch Remover in hand and I decided to use it on the lenses. Wow!, terrific result, now they look light new, considering that the car is 7 years old.

I'm sorry Bright, but after reading gallinaro's post I have to rethink my position. Maybe 50% of the ticket will never be honored meaning their is definitely a loss to the consumer. Maybe Marsh needs to clarify her position.

[renielarson]

TY Johnny...I think I understand now, if your analysis is right. ( I just read your most recent post, so we aren't for sure, are we?)

However, the new owner is going to eat the $7000 one way or another. I would think he would want to appease customers and have a good name in The Villages at the onset.

Sadly, Mr. Werlin has not created a good name for himself as a new owner. He may have put a foot in his grave because of his bad decision.

Bright I think you are right, no need for a heated argument with a long time customer. Not a good way to start a business. Marsh is still on line, maybe she will explain a little more after reading our posts.

[JohnN]

what a pain in the butt to do the 50%-50% thing,
I spent a lot of years in customer service, and it's sadly lacking today,

I feel the new guy's pain in taking a $7K hit on a new business.. but.. .
those customers won't return otherwise

[downeaster]

As I see it, the owner is not eating $7,000. I have no idea what a car wash costs but let's assume 10.00. How much of that is profit? He is only losing the actual cost to him of the wash.
It seems to me instead of claiming to be losing $7,000 and probably lose a good customer, it would be prudent for him to grin and bear it.
Had he done that the original poster here may have written a glowing letter praising the integrity of the owner.
A sign stating he would honor the prepay cards would have bought him tons of good will. Especially as it is known he took a hosing from the seller. Oh well, too late now.

DC

[JohnN]

downeaster, well you're exactly right, I just didn't state it very well.

He'll lose $7K in revenue (because he's honoring cards he wasn't expecting too) and some part of that is cost and some part is profit. I don't know the mix, but it's 7K off his bottom revenue line.

Regardless, start up costs are not always known and you have to anticipate surprises.
I hope his business succeeds, just because I like to see successful businesses, but it's a poor start.

[renielarson]

I hope he succeeds although I don't agree with the policy he has chosen as a new business owner.

It was so nice to drop my car off then walk across the parking lot to shop. Upon returning, my car would be washed and detailed and the cost was reasonable.

An added perk was the new clothes I would buy while waiting for my car to be serviced. So not only was the Car Wash benefiting but also the shopping center.

"After a heated discussion" .....Let's not forget that quote from gallinaro's original post. This guy needs to be taught a lesson in manners. Whether he eats the 7k or not is not his customers problems. It would behoove him to curb his tongue and treat people decently. IMHO..........