Updated March 27, 2020
Dear Valued Guests,
We at Tommy's Express have spent these last few weeks closely monitoring the news about the coronavirus (COVID-19) and its potential impact on our guests, team members, and communities.
In the midst of this time of uncertainty, we wanted to take a few moments to let you know that one thing IS certain; We care about you. Your well-being is our primary concern, and it is our sincere hope that you and your family stay safe and healthy. This philosophy has been at the core of our family-owned business since we opened our first car wash in 1969.
We are here to help serve our communities in any and every way possible. If you need something, anything, we will do what we can to help, please let us know.
For now, here are some answers to frequently asked questions...
Regarding your Unlimited Membership:
If you are part of the TommyClub unlimited wash program, you may have questions about how your membership is being handled during these times. This varies by state, by site, and by utilization of your plan.
In the event that you have been under government mandated stay-at-home orders and have not been able to utilize our services, you may pause your membership in the Tommy's Express app. If you have questions, please contact our guest services support team easily through the TommyClub app messages tool. Or you may contact us by email at email@example.com.
If your primary location utilized is closed, your membership will automatically be suspended upon closing, and will automatically restart upon opening of that store. You will not be charged for days your primary store is closed.
Depending on each state and county's individual orders, we are operating our facilities in the manner requested by those local governments. In some states, we have been requested by government authorities to remain open to clean essential workers' and government workers' vehicles. In other states, they have requested closure of locations. In most of our stores, due to our no-touch process, our App lane is open to serve you with no human-to-human contact necessary. That might be as safe an outing as you and your family can get during the next couple of weeks of social distancing.
You can be part of the solution to reduce the spread of coronavirus by paying special attention to cleaning certain areas of your vehicle. Your daily routine, when it returns back to normal, transfers germs and bacteria between your work and your home. The vehicle that transfers these germs is your vehicle. For that reason, Kelley Blue Book recommends that you pay special attention to high-touch areas. "Be sure to wipe any areas that human hands typically touch. These include door handles, door latches, lock buttons, seat belts and buckles, window buttons, mirrors, radio and climate control buttons and more."
They continue the warning: "a steering wheel can have four times the amount of germs found on an average toilet seat."
We'll take care of your exterior, but the interior is where you can do your part. Tommy's Express provides self-interior cleaning stations at every one of our vacuum stalls.
To help during this challenging time we have also reduced the price on these interior cleaning supplies to ensure that more of our guests can obtain these products.
For the time being, our self-interior cleaning stations will remain open at all times. We request that you limit to 2 cleaning kits per visit as supplies are limited.
For those states where we are still servicing our communities, we are encouraging "window up washing." It is preferred that you utilize our App lanes with the TommyClub app if you need to continue washing.
At some locations, we are cleaning a significant number of essential workers' and government cars at this time as people are realizing even more the importance of keeping their vehicle clean. Because of that, In locations where we are open to serve you, we have instituted a number of health and safety measures to ensure that you'll still have the best wash experience possible. For starters, we are currently cleaning and disinfecting the following items multiple times every day:
Beyond these precautions, we are working closely with the local owners/operators of our Tommy's Express facilities to ensure that team members are wearing gloves in the cashier lane. In addition, at open locations, we have asked that our vacuum stalls are only open every other stall to ensure more distance and private space around each guest vacuuming in the area.
We are also following the Centers for Disease Control's (CDC) recommendations on additional steps we can take to help prevent the spread of this virus. As such, we have shared specific instructions with our employees on the importance of washing their hands and staying home if they are sick.
All of our carwashes are being operated with limited guest-to-team member interaction. Our team members work from the safety of an enclosed on-site control center. At some locations, owners have opted to close their cashier lane and serve club members only in lanes 2 & 3. It’s because of you that we work every day to provide an unforgettable car wash experience, and we will continue to go the extra mile to provide you the cleanest and friendliest place possible to keep your vehicle clean.
At this time we have been notified that several states have deemed car washing as an essential service to maintain the cleanliness and sanitization of vehicles, and therefore stores in those states will likely remain open. Other locations have orders by county officials to remain open to sanitize vehicles, including those being utilized by essential workers and government workers. There is nationwide confusion about the interpretation of these state orders at this time, so our top priority is to serve the community to the best of our abilities in the appropriate manner requested by government agencies while protecting our team members and guests.
May you and your family experience health and strength throughout the days to come. If you have any questions, please contact our guest services team at firstname.lastname@example.org.
We hope to have you all back washing soon. Thank you for your continued patronage.