UNFORTUNATELY I HAVE TO POST THIS HERE BECAUSE THE IMO CUSTOMER SUPPORT FORM REPEATEDLY FAILS TO UPLOAD, JUST AS MANY OTHER REVIEWS HAVE REPORTED. HARD TO BELIEVE THIS ISN’T INTENTIONAL. FEELS LIKE A FEATURE, NOT A BUG.
Formal Complaint Regarding Staff Conduct – IMO Car Wash Hastings
Dear Customer Support,
I am writing to submit a formal complaint regarding the conduct of a staff member named Marian, who was operating at IMO Car Wash Hastings on the morning of Saturday, 5th July 2025, at approximately 8:30 AM.
Upon arrival, I greeted Marian politely with a "Good morning", to which he offered no acknowledgment other than a curt “What do you want?”. I requested an HD Wash and informed him I wished to use the £5 Blue Light Card discount available to NHS staff. His immediate response was dismissive and rude—claiming IMO does not offer discounts and suggesting I “go to a supermarket” if I wanted one.
Despite calmly explaining that I had previously used this discount at the same location under a different staff member, Marian insisted he was the only operator—contrary to fact. I presented my Blue Light Card, and when that was met with resistance, I showed him the offer via the Blue Light Card app. Only then did he acknowledge the discount, while still arguing it was a “voucher” and not applicable—an act of deliberate obstruction rather than misunderstanding.
His behaviour grew increasingly aggressive when I pointed out that arguing over a verified discount with the day's first customer was unprofessional. He accused me of not being “nice enough” to him, refused to give his full name or provide identification, and dismissed my statement that I would file a formal complaint. Most alarmingly, he warned me not to return to “his” car wash or “bad things” would happen to me—a direct threat that I take seriously.
Disturbed by this escalation, I paid for the wash and closed my window. He proceeded to give a rushed and substandard pre-wash before sending my vehicle into the tunnel.
I recorded the latter part of the encounter after the threat was issued. Upon seeing the camera, his tone de-escalated marginally, but he reiterated he "doesn't care" if a complaint is lodged. This suggests a concerning confidence in the lack of accountability—perhaps supported by past behaviour going unaddressed.
I have used this IMO location for many years without issue, but this experience—my second time using the NHS discount—was deeply unsettling. I am also a doctor, and I strongly believe Marian’s hostile demeanour and unpredictable responses may warrant internal review, not only from a customer service perspective but also in terms of suitability for public-facing work.
His conduct risks serious reputational damage to IMO in the Hastings area. I urge you to investigate this matter thoroughly, including reviewing available CCTV footage and interviewing other customers or staff who may have experienced similar treatment. I am prepared to provide video evidence if required.
Thank you for your attention to this matter. I look forward to hearing how you intend to address it.
