Fellow shoppers! Please help me decide how to proceed.........

shawnthewoman · 2018-09-05T10:28:09+00:00

Hi everyone! I will try to make this as brief as possible, but that isn’t one of my strong points, so….LOL. Anyway, I would really appreciate any advice or insight regarding a problem I am having with a company, which I will not name at this point. If it is figured out, that is fine, too. I recently completed a car wash shop for this company that went south almost from the very beginning. I allowed the salesperson to do his pitch of the different washes available, per guidelines, prior to asking for the specific wash required. After asking for the wash, the salesperson told me that I would be required to pay a $10.00 “extra dirty” fee, in addition to the regular price for the wash. This is where the fun began. I began reviewing the guidelines in my head: “…..do not complete it correctly by following the instructions and questions listed on the survey form, ………..you will not be paid and will no longer be considered an active shopper for……” “you must ask for the __________ wash only” “you will not be reimbursed beyond the specified amount……” and came to three conclusions: 1) if I refused the wash altogether and left the location, I would not be paid, may be deactivated, and would probably be made as a shopper; 2) If I took a lower priced wash that would offset the extra charge in order to stay in the reimbursement range, I would not be paid and may be deactivated; and 3) If I accepted the correct wash and paid the extra fee, I could complete the shop correctly, explain on the report what happened, and ask for the extra $10.00. Being the diligent and prudent shopper that I am, I chose #3. I explained on the report what happened, pointing out that my car was really not that dirty (the honest truth), and suggested that it was only fair that I be compensated for the extra money as to not do so would have resulted in a bad shop. After hearing nothing for about a week, I contacted the scheduler (whom I later learned was also the owner of the company) and explained the situation to her. At first she claimed to know nothing of the problem, and cited the guidelines regarding “any extras ordered would not be reimbursed.” Explaining that this charge was not for extras, but was required and according to the salesman, would be for any wash I requested, fell on deaf ears for a couple of rounds of emails. Then it was an issue that my receipt was illegible (which it was, due to the salesman placing greasy air fresheners on top of it prior to handing it to me – a fact I also mentioned in my report). I offered to send a copy of my bank statement to show how much I paid, but was not taken up on said offer. Next, she made issue that I did not have an itemized receipt. I pointed out to her that I was not aware that an itemized receipt was even available from the location and furthermore, the guidelines made no mention of obtaining one. This went on for several emails, and then things started getting good. I suggested to her that this charge probably wasn’t even authorized by the client, since no mention of it was made in the guidelines and it was not on the menu board of the location and as such, I was sent to do a shop without the needed information to perform it correctly, and therefore should be reimbursed. She finally relented and said she would present the issue to the client and go from there. About a week later, she contacted me and said she had talked with the client and without an itemized receipt, she couldn’t help me. I reiterated my response about that issue, and several back and forths later, she once again said she would talk to the client. When I was next contacted, she said that the client was aware of the “extra dirty” fee sometimes charged, adding that it was out of their control that my car was that dirty. However, she said that they were able to find a legible copy of my receipt (not itemized, mind you) and had spoken with the salesman and that he remembered me and that my truck was caked underneath and outside with mud. Ok people, I DO NOT NOW, NOR HAVE I EVER OWNED A TRUCK AND I DID NOT TAKE ANYONE ELSE'S TRUCK TO THE SHOP. When I pointed this out, although she didn’t come right out and say it, she alluded that I was a liar who was just trying to get paid for services I shouldn’t have ordered. She said that I should have asked for a lower priced shop, other shoppers have done that and still been paid, even though the guidelines said to ask for one specific wash. She came at me again about the itemized receipt. She then asked for the make and model of car that I “allegedly” used for the wash, saying she would need the information if she were to help me any further. I refused to give her this info, on the basis that I believed it would only allow them (or her) to fabricate another story of how well the salesman remembered me and that I didn’t believe she was trying to help me at all, but just trying to avoid paying me the extra money. I told her if the client was truly aware of such a charge, it should have been mentioned in the guidelines, so that I would know this issue may come up. I “alluded” that I didn’t think she had actually spoken to the client, but that I thought maybe I should. There was a lot of other things said back and forth, but she has now stopped responding. Finally, I noticed on the website that I have been “self deactivated.” I did not do this, and when I inquired about it, and pointed out that I knew it said self-deactivated, but that I didn’t do that, she admitted to doing it herself because she did not have time to argue with me further. At this point, this isn’t about the measly $10 at all. It’s about making her (and the client, if in fact the client is aware of any of this) take responsibility for bad guidelines, sending me out on a shop unprepared for the situation, and her lack of faith and total disrespect for me as a shopper. How should I proceed here?

Fellow shoppers! Please help me decide how to proceed.........

September 07, 2018 08:34AM

@sandyf wrote:

Just a comment about the itemized receipt. Yes, they should mention it but I would like to point out that I have needed an itemized receipt in 99.9% of the mystery shops I have done. Most of us just automatically ask for one. Your mystery shopping brain must have been offline that day. lol

No, my shopper brain was working just fine. As I stated before, this is the first car wash I have EVER been to. I just don't really care how clean my car is. I did not know if this establishment even generated itemized invoices. Many don't, and asking for one from those who don't - well might as well have a clingy on my window advertising my shopping services. And this car wash in particular is soooo shady, some of the things in the guidelines that I was supposed ti look for are ridiculously hilarious. So no, since no mention was made in the guidelines of obtaining one, I figured it wasn't available. I felt pretty lucky to get my credit card receipt actually, albeit, an illegible one!

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September 07, 2018 08:38AM

I would never have thought to ask for an itemized receipt at a car wash, either. And my shopper brain has been doing this for 18 years.

September 07, 2018 05:54PM

Sometimes asking them to give an itemized receipt will force them into honesty if they are scammy....Recently when I went to get my wiper blades changed I was given a price on the phone. When I got there the cashier asked if I had been given a price. I said yes but could not remember the exact amt so he charged me more than the quote I had gotten. Since it was a shop I did not want to press the matter. I did mention I thought it was less and he said he was giving me a good deal. It sounded pretty shady to me. But an itemized receipt will show the company what I was actually charged. They might be in on the changing prices depending on what you know scheme...but if not they will be aware and make some correction.
I think many of us if we were on our own dime would have walked away from an extra $10 if we did not agree that our car was extra dirty and we also thought the place was shady. It seems to me the price and service are part of the reason they hire us. I have no issue asking for receipts everywhere and I do not think it marks me as a mystery shopper. It might mark me as a weird old lady though esp if the staff are all 17-20 somethings.

September 07, 2018 06:37PM

At my local car wash, asking for any kind of receipt would be viewed as weird. My son used to work there (which is why I couldn't shop it when the only round of shops here came through, because it was less than a year since he'd left), so I had my car washed there numerous times. Very rarely would a customer ask for a receipt.

I learn something new every day, but not everyday!
I've learned to never trust spell-check or my phone's auto-fill feature.

September 07, 2018 08:19PM

The companies have the right to see who secret shopped them. I know for a fact that many companies know that I am the secret shopper because they treat me extra nice every time I show up even if I am not doing a shop. I really don't care if I am identified. If the management decides to go back and check their cameras, then they have the right to do so as long as they see that I was honest with my report and I get paid. I would give the scheduler or the editor whatever information they require as long as I get paid. I have had similar experiences, but have always got paid. The companies being shopped often change secret shopping companies so it is more important for me to keep on secret shopping. I have shopped many cellular companies that do not get secret shopped at all later on. My advice is to keep a good relationship with the scheduler. $10 is not worth the headache.

September 07, 2018 08:24PM

It is common for SOME car washes here in the SW to charge for extra dirty cars and trucks. But It sounds to me that you caught this salesman in a scam to boast his sales or possible where he was pocketing the cash. I would give them what the asked for PLUS the license number of your vehicle. IF the MSC is giving you trouble now ,they always side with the client, they will cease using you.
Good Luck

September 07, 2018 08:45PM

@BirdyC wrote:

At my local car wash, asking for any kind of receipt would be viewed as weird. My son used to work there (which is why I couldn't shop it when the only round of shops here came through, because it was less than a year since he'd left), so I had my car washed there numerous times. Very rarely would a customer ask for a receipt.

I wonder if using the old "its my boss' car" would make asking for a receipt less odd.

September 08, 2018 01:47AM

@jgoodwin wrote:

I wonder if using the old "its my boss' car" would make asking for a receipt less odd.

I think that would be a great excuse if anyone ever really gave you the "wow, that's weird" look, or tried to get away with not giving you one.

I learn something new every day, but not everyday!
I've learned to never trust spell-check or my phone's auto-fill feature.

September 08, 2018 01:50AM

@BirdyC wrote:

@jgoodwin wrote:

I wonder if using the old "its my boss' car" would make asking for a receipt less odd.

I think that would be a great excuse if anyone ever really gave you the "wow, that's weird" look, or tried to get away with not giving you one.

Thanks - if only it was believable that a boss who makes their employees take their car to get washed drives an old crappy Tercel!

September 08, 2018 08:57AM

I did this shop as well. I always second guess what times I should give. It said time enter and time left. Do you include the time you spent placing the order and taking photos once you got home? Or just the time spent at the location?

@roflwofl wrote:

@barbage wrote:

I've got a similar situation. Different shop,probably different MSC. I'm assigned a Curbside service takeout. The guidelines say not all locations have Curbside availability. Instructions are to check the attached location list and if it is listed as No Curbside Service you have to go in. The made a point of saying if the service you HAD to us it or the shop would be invalid. My shop was on the list as No Curbside. The website and the app to place the order says the service IS available. I called the location and talked to the manager and he verified they do have Curbside service. My questions is... Do I use the Curbside because it is there, or do I go inside because the instructions and guidelines say to check the list. I've emailed the scheduler. I hope I hear before tomorrow when the shop is due.

Yes, in this case use the curbside. The list is not up to date and the location's manager might contest the shop if you don't use curb. Pay online and pick your time and they bring the food out. Easiest shop ever. Be sure to select free chips and salsa with ordering online. I did four dinner shops within the last week. With the three for ten special amd free chips I fed three with food left over. Enjoy.

Edited 1 time(s). Last edit at 09/08/2018 09:01AM by AnneAshley.

September 08, 2018 09:07AM

Oh, one more thing. Since I paid online, I received an itemized receipt by email. There was a receipt stapled to my bag, but it did not have any amounts listed on it. Was I supposed to ask for a credit card receipt or another itemized receipt, or is the emailed receipt sufficient? Thank you!quote=AnneAshley]
I did this shop as well. I always second guess what times I should give. It said time enter and time left. Do you include the time you spent placing the order and taking photos once you got home? Or just the time spent at the location?

@roflwofl wrote:

@barbage wrote:

I've got a similar situation. Different shop,probably different MSC. I'm assigned a Curbside service takeout. The guidelines say not all locations have Curbside availability. Instructions are to check the attached location list and if it is listed as No Curbside Service you have to go in. The made a point of saying if the service you HAD to us it or the shop would be invalid. My shop was on the list as No Curbside. The website and the app to place the order says the service IS available. I called the location and talked to the manager and he verified they do have Curbside service. My questions is... Do I use the Curbside because it is there, or do I go inside because the instructions and guidelines say to check the list. I've emailed the scheduler. I hope I hear before tomorrow when the shop is due.

Yes, in this case use the curbside. The list is not up to date and the location's manager might contest the shop if you don't use curb. Pay online and pick your time and they bring the food out. Easiest shop ever. Be sure to select free chips and salsa with ordering online. I did four dinner shops within the last week. With the three for ten special amd free chips I fed three with food left over. Enjoy.

[/quote]

September 08, 2018 09:33AM

I use the time I arrived at the curbside location and the time I left as time in and time out. I did not count the time spent placing the order online. I knew exactly what I wanted and it took less than 2 minutes to order online. I didn't create an account, I did "Pay as Guest." I used my online receipt as the receipt. Not one of the 4 times I did the take out shop did I get an itemized receipt stapled to the bag as they say it is "supposed" to be! I asked for a receipt all 4 times. Three times they printed a receipt for me. Once they told me "it wasn't possible to give me a receipt because I paid online and I should print my online receipt." I reported it.

Two of my shops were outstanding, except no receipt stapled to the bag. One was okay with great service except that my order was wrong (one item) and no ketchup was provided. The fourth one was really bad and I rated them very low and said I probably would not go back to that location again. All four just got edited with the same canned comment "Thanks, you have provided excellent information for our client ....." with no questions or comments.

September 08, 2018 06:00PM

@AnneAshley wrote:

Oh, one more thing. Since I paid online, I received an itemized receipt by email. There was a receipt stapled to my bag, but it did not have any amounts listed on it. Was I supposed to ask for a credit card receipt or another itemized receipt, or is the emailed receipt sufficient? Thank you!quote=AnneAshley]
I did this shop as well. I always second guess what times I should give. It said time enter and time left. Do you include the time you spent placing the order and taking photos once you got home? Or just the time spent at the location?
@roflwofl wrote:

@barbage wrote:

I've got a similar situation. Different shop,probably different MSC. I'm assigned a Curbside service takeout. The guidelines say not all locations have Curbside availability. Instructions are to check the attached location list and if it is listed as No Curbside Service you have to go in. The made a point of saying if the service you HAD to us it or the shop would be invalid. My shop was on the list as No Curbside. The website and the app to place the order says the service IS available. I called the location and talked to the manager and he verified they do have Curbside service. My questions is... Do I use the Curbside because it is there, or do I go inside because the instructions and guidelines say to check the list. I've emailed the scheduler. I hope I hear before tomorrow when the shop is due.

Yes, in this case use the curbside. The list is not up to date and the location's manager might contest the shop if you don't use curb. Pay online and pick your time and they bring the food out. Easiest shop ever. Be sure to select free chips and salsa with ordering online. I did four dinner shops within the last week. With the three for ten special amd free chips I fed three with food left over. Enjoy.

[/quote]

What does the shop instructions say?

September 08, 2018 09:40PM

As I see it with so much back and forth with this MSC, my wondering why you did not not take photos of everything including the receipt even if you thought is was unclear, your license plate, your car, etc. Use your android or smart phone if you will do this kind of shop again. Fighting or discussing with schedulers/owner gets us nowhere in this industry. Sometimes $10.. is never worth it. Take it from someone who has been doing this since 2002. I do not like to be made crazy for that small amount of money. It has also taken you time to write about this on the Forum as well to hear from all of us. Your time is money. Respect that this is a business that you are running here. You are self employed. This is not a job. Good luck to you.

September 08, 2018 09:50PM

It is a lot of wasted time for you. The schedulers have a lot of shops to complete and don't have time to argue. I had a similar situation and the scheduler deactivated me. I moved on. You should too. It is the nature of mystery shopping and not all of the shoppers and companies fit. Just saying.

September 08, 2018 11:21PM

They said the correct legible receipt copy was located. Does the receipt have a time stamp or any info to match the receipt to the correct vehicle? Can anyone clarify this for me?

September 08, 2018 11:22PM

Hi. Just as a comment on asking for a car wash receipt... it is actually pretty common as anyone who drives a company vehicle is usually required to keep it clean and most expense reports require an itemized receipt. As with other mystery shops having a ‘scenario’ in mind before hand is ideal.

I think providing you vehicle info should be standard so they can see if it truly needed the extra dirty charge. If all fails after providing your vehicle info contact the Better Business Bureau but be aware you’ll definitely be burning a bridge if you do so.

Edited 1 time(s). Last edit at 09/08/2018 11:29PM by Livingrisky.

September 09, 2018 04:10AM

Just move on and deactivate them. It is not worth the frustration. There is more fish in the barrel.

September 09, 2018 05:45PM

In my experience I have been mis-identified by an employee once before. It's not that uncommon for an employee to think they know who the mystery shopper is and be wrong.

September 10, 2018 10:09PM

Contact your scheduler next time this happens. They should know how to handle this problem.

Edited 1 time(s). Last edit at 09/10/2018 10:09PM by tboelling.

September 10, 2018 11:52PM

@BirdyC wrote:

At my local car wash, asking for any kind of receipt would be viewed as weird. My son used to work there (which is why I couldn't shop it when the only round of shops here came through, because it was less than a year since he'd left), so I had my car washed there numerous times. Very rarely would a customer ask for a receipt.

Doesn't seem weird to me. My brother is an architect and the last firm he worked for covered a weekly car wash, which he had to provide a receipt for. A friend of mine that was a pharmaceutical rep also had her car washes reimbursed. A lot of jobs where people use their personal vehicle but they are customer facing, where customers might actually ride in it, reimburse car washes. And those people would almost always need a receipt.

There are reasons that a body stays in motion
At the moment only demons come to mind

Edited 1 time(s). Last edit at 09/10/2018 11:52PM by bgriffin.

September 11, 2018 01:56AM

@bgriffin wrote:

Doesn't seem weird to me. My brother is an architect and the last firm he worked for covered a weekly car wash, which he had to provide a receipt for. A friend of mine that was a pharmaceutical rep also had her car washes reimbursed. A lot of jobs where people use their personal vehicle but they are customer facing, where customers might actually ride in it, reimburse car washes. And those people would almost always need a receipt.

I'm just sayin' that where my son worked, it wasn't common for customers to ask for receipts (based both on my observations when I was there and his confirmation of this). This isn't an area where you have a lot of professionals who get car washes paid for by employers. Maybe if this wash were closer to downtown, where the attorneys and government employees are.

I'm sure that in other areas of my state, it might be quite a bit more common. In fact, just across the river from here, in the next "big" city over, I'd guess it's much more common, due to the demographic and career differences.

I learn something new every day, but not everyday!
I've learned to never trust spell-check or my phone's auto-fill feature.

Edited 1 time(s). Last edit at 09/11/2018 01:57AM by BirdyC.

September 11, 2018 02:18AM

I understand exactly what you are saying. Why give them the ammunition they need to shoot you in the foot- but at this point, you have nothing to lose- They aren't going to all of a sudden say- WOW! You were right, we were wrong, here's the money! So, I'd give them the make and model and ask them to forward the pictures from the surveillance camera so that you can see how 'dirty' your car was. (You know they won't do that but it'll feel good to say it) Yes, they should have given better guidelines. They should have said "if the client says this, do this" With the three options they gave you, I feel you chose the correct one but what I think doesn't matter. Good luck!

September 11, 2018 06:21PM

@jgoodwin wrote:

@BirdyC wrote:

@jgoodwin wrote:

I wonder if using the old "its my boss' car" would make asking for a receipt less odd.

I think that would be a great excuse if anyone ever really gave you the "wow, that's weird" look, or tried to get away with not giving you one.

Thanks - if only it was believable that a boss who makes their employees take their car to get washed drives an old crappy Tercel!

There are bosses and then there are bosses. You might be working at a minimum wage job where your boss earns just a couple of dollars more an hour than you do. Or at a start up where your boss is actually losing money for now.

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