Formal Complaint: Service Quality and Unprofessional Conduct at Shield Express Car Wash – Gezina, Pretoria

To Whom It May Concern, I am writing to formally lodge a complaint regarding the service and customer experience I received at Shield Express Car Wash in Gezina, Pretoria. My intention is not to obtain a free service, but to highlight serious concerns that I believe require urgent attention. To begin, I want to acknowledge that the general staff at this branch are consistently well‑mannered and courteous. Their professionalism is appreciated and has always contributed positively to my visits. However, during my most recent visit, I encountered several issues that were both disappointing and unacceptable for a brand of Shield’s reputation. Upon arrival, I noticed that the automated washing machine was not dispensing any soap or chemical during the wash cycle. Naturally, I assumed that the staff would compensate by washing the vehicle manually and then using the machine only for rinsing. This did not happen. When I raised this concern, the lady who appears to be the manager — identified to me as Analisa — simply stated that the machine’s soap dispenser was faulty. I then asked why the vehicle had not been washed manually, especially considering that customers pay a premium price for a full service. A wash without soap is not only ineffective but also has a direct impact on the detailing process. Without proper pre‑wash cleaning, detailers are forced to remove insect debris and dirt through rough rubbing or even using their nails, which increases the risk of scratches and results in a poor‑quality finish. This is entirely avoidable and not what one expects from a brand like Shield. It is important to note that I was not the only customer who raised these concerns. Several other clients present at the time expressed the same frustrations regarding the lack of soap, the poor wash quality, and the dismissive attitude displayed by the manager. Instead of addressing the matter constructively, the manager’s behaviour became increasingly rude, disruptive, and disrespectful. Her tone and manner were wholly unprofessional and completely inappropriate for someone in a supervisory role. When I requested to speak to the branch manager or the owner, she bluntly stated that she did not have their contact details. When the discussion concluded, we requested to proceed with payment despite the unsatisfactory service. Shockingly, the same lady, Analisa, responded rudely and told us that we could leave without paying. This response was not only unprofessional but also indicative of a complete lack of accountability and customer‑service ethics. My concern is not merely about a faulty machine, but about the disregard for service standards, the lack of transparency, and the disrespectful manner in which paying customers were treated. Shield is a well‑known brand, and customers reasonably expect a level of quality and professionalism that reflects that reputation. I trust that this matter will be taken seriously and that appropriate steps will be taken to address both the service shortcomings and the unacceptable conduct displayed by the manager on duty. I remain a loyal customer and hope to see improvements that restore confidence in this branch.