For the cost and time associated with a detail of this sort, I expect the vehicle to be properly done THE FIRST TIME, not to sit around waiting for another 30 minutes while it is redone. Basic cleaning of cab floor under doors was left totally undone on 3 out of 4 doors.
No waiting area or waiting room, so it is outside in the cold or someone has to come pick you up.
Overall experience was mediocre at best. Will definitely try out another detail shop next time I am in the market.
RESPONSE FROM Monster Wash:
Customer satisfaction is our paramount concern at The Monster Wash. While every effort is made to make your experience satisfactory the first time, we have multiple secondary checks to try and ensure your satisfaction. The Monster Wash is the only wash in town with on-site full time customer service personal. Additionally, we post our contact number (907.561.3636) as many places as possible. This number is answered in person over 90 of the time by direct management. If an issue does present itself, we can usually solve it prior to your departure from the wash. This was the case in this instance.
Clearly we failed to deliver a satisfied customer in this case. Detailing a vehicle is mostly elbow grease. At The Monster Wash we do not cut corners and ultimately, the more time spent detailing a vehicle, the cleaner the vehicle will become. One of the most difficult things in running a detail business is managing customer expectations. In this case we were not clear in communicating exactly what type of detail work was included in his Essential Interior Cleaning. Despite the fact that the detail package purchased did not include the under side of his doors, upon customer dissatisfaction, we took the vehicle back at no cost to the customer, apparently spent an additional 30 minutes cleaning his vehicle to attend to the customers needs.
Finally, we do provide a small waiting room with a couch, TV, Internet, and some reading material. While it is not the most extravagant waiting room, it is adequate should there be a need to wait. We should have been more attentive to the customer and invited him to the waiting room.
Our failure to provide a satisfied customer in this case seems to be a lack of communication on our part. For that, we are sorry and will make effort to prevent this type of issue from presenting itself in the future.