Complaints

This profile includes complaints for Quick Quack Car Wash's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Quick Quack Car Wash

  Roseville, CA 95661-2998

• 

  Quick Quack Car Wash

  7145 Watt Ave N Highlands, CA 95660-3208

• 

  Quick Quack Car Wash

  4331 Elverta Rd Antelope, CA 95843-5794

• 

  Quick Quack Car Wash

  645 Harbor Blvd W Sacramento, CA 95691-2228

• 

  Quick Quack Car Wash

  1750 Cavitt Dr Folsom, CA 95630

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 07, 2023 I used Quick Quack Car Wash to wash my 2023 ***** Civic. unfortunately, when my car came out of the wash there was a very noticeable scratch on the right side of the top of the veicle. I informed the car wash personel and they wrote me a Customer Incident Report. I was advice by the manager at the car wash to give them three days to investigate. Fair enough, I waited, however not even three days passed, on the 2nd day (Saturday,December9) I received a GROUP(5 other people) text message detailing that our claim was denied. I was upset that not only did they denied my claim, but also share my personal number with 5 other strangers. On Tuesday,December 12, I called corporate to get answers on why my claim was denied, also, on why they didnt bother to send my own text message. According to corporate, once the claim its been resolve, they ussually send you an (individual) email with their decision taken. therefore, employees are not allow or should not be sending any text message to customer. Corporate asked if I could send them a picture of the group text message which I did. Once again, I was told (this time by corporate) to give them three days to investigate, and that someone will reach out to me. The three days passed and no one called me back, so I called corporate once again on December 15th. The person who assisted me said exactly the same thing as the first person when I first called, "give us three days to investigate, and some one will reach out to you." Once again, no phone call from corporate, so for the third time I decided to called corporate again, on December 21th. honestly, it was a waste of time. Once again, I have to wait another 3 days!

• Initial Complaint

  Date:12/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a monthly car wash program. I was told it would be 15,99 each month. I just noticed I was only charged ***** once and in November I was charged ***** and yesterday they processed another charge of *****. I called to get this remedied. They told me they would not refund the charge that is still being processed right now and that they would not reimburse the difference in the overage charged last month. I agreed to *****/month. I asked the person when I signed up if that was the cost each month and was assured that it was. I was bait and switched. I will pay the ***** I agreed to. I want the $16 difference in last month and the full ***** being currently charged to be refunded. This is fraud.

• Initial Complaint

  Date:12/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday November 3rd while getting my truck washed, the truck came off the conveyor belt in the middle of the wash cycle. On this particular day they loaded the vehicles in very close to each other, so when my car fell of the conveyor belt the vehicle behind me ran into the back of my truck denting the bumper. After the collision the conveyor stopped the employees assessed the situation and instructed me to pull up and they restarted the wash cycle. Once we were out of the wash an employee took down our information and the other driver and I exchanged information as well. After a month of Quick Quack not returning phone calls I reached out to the other driver and was informed he was having the same issue. Finally on Dec 7th I received an email from an incident supervisor who wanted a brief description of the event. Then on Dec 19th I was informed by the other driver that Quick Quack had contacted him and informed him that I was at fault and that I didn't follow the instructions provided by the employees as evidenced in a video. Quick Quack has yet to follow up with me. I was able to get a copy of the video from the other driver and there is nothing in it that shows me not following the instructions as they indicated.

  Business Response

  Date: 06/27/2025

  We appreciate the opportunity to respond to this concern and regret that the customer was dissatisfied with the outcome of our investigation.

  This incident, which occurred on November 3, 2023, was thoroughly reviewed by our leadership and incident response teams. This review included a full analysis of security footage, employee statements, and the customers account of events.

  Our video review confirmed that there was no malfunction of the conveyor system or any component of the wash that would have caused the customer's vehicle to exit the conveyor unintentionally. As with every wash visit, safety instructions are clearly provided to all customers before entering the tunnel: 1) place the vehicle in neutral, 2) remove hands from the steering wheel, and 3) remove foot from the brake.

  In this case, the video footage shows the customer actively moving inside the vehicle, including wiping down the dashboard and interior surfaces, placing hands on the steering wheel, and ultimately applying the brakes at 4:39:57 PM. This action caused the vehicle to disengage from the conveyor, which led to the incident described.
  While we understand that this situation was frustrating for those involved, the evidence confirmed that the safety procedures were not followed. As with any traffic-related event, responsibility lies with the party whose actions directly led to the incident. Because this was not caused by any equipment failure or negligence on our part, we are unable to accept liability for the damage.

  We communicated the results of our investigation and the basis for our decision to the other party involved. We regret that the customer feels this was not handled to their satisfaction and wish them the best moving forward.

  Customer Answer

  Date: 06/28/2025

  I am rejecting this response because:

  What they are claiming is false. Yes I was wiping down the dash, but only applied the brakes when the vehicle fell off the conveyor. At no time did I ever turn the steering wheel. I believe when the technician loaded my vehicle on the conveyor he put me way too close to the side which ended up pushing me off the conveyor in the middle of the wash. They don't want to claim responsibility but it was their fault 100%. To claim it was my fault is complete fabrication. Wiping the dash down with a wipe would not make the car leave the conveyor. 

  
  

  Business Response

  Date: 06/30/2025

  We apologize for any frustration you have experienced and understand that this is not your desired outcome; however, that does not change the fact that the footage does show that you applied your brakes in the wash at 4:39:57 PM and this action caused your vehicle to disengage from the conveyor and ultimately cause this incident.  
  
  
   Upon entering the wash every customer is given the safety instructions to 1) Place the vehicle in neutral 2) remove your hands from the wheel, and 3) remove your foot from the brake. When these instructions are followed your vehicle will be pushed along through the tunnel in a safe manner until the directional signage at the end of the wash instructs you to "go" at which point you will place the vehicle in drive again and exit safely. Unfortunately, these safety instructions were not followed in this case causing this incident. 
  
  
  The footage shows that the wash did not malfunction in any way during your visit and the damage caused was due to driver error. Like a normal traffic accident, the driver whose actions caused the incident would be responsible for all damages. Unfortunately, we cannot accept responsibility for damage that was not caused by the wash.  We wish you the best.
  
  
  You are welcome to file a claim with your insurance and have them contact our team for any information or footage they need to proceed with their claim. 

• Initial Complaint

  Date:12/14/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Took our car to Quick Quack Car Wash on *************************** in ****, ** on 9/30/23. Was not advised by car wash personnel or store signage regarding any problem with cars roof rack. Car wash personnel ushered car into car wash, car emerged with $2600+ damage to vehicle roof. Took photos immediately and received signed incident report stating, Top brush was not retracted and came down on and damaged racks as well as top of the car. Was told manager would reach out within 3 business days but he never did. Called customer service number on website after waiting a week and was again told manager would reach out, but again he did not. On 10/13/23 went to car wash at 6:30 am before opening, spoke in-person to the manager and showed damage to vehicle. Was advised by manager to take vehicle to a specific autobody shop in town for a quote. Performed quote at specified autobody shop on 10/23/23, whereupon they sent a copy of the quote to the manager. We retained a copy of the quote for our records. Did not hear back from manager despite numerous attempts to inquire as to the status of the issue. Finally heard back from manager via text on 11/10/23 that he will attempt to get a copy of the quote from the body shop. We contacted the body shop ourselves, and they verified that they had indeed sent the quote initially. We requested they resend the quote to the store manager, and we texted pictures of our copy of the quote as well, showing repair costs at $2621.68. Did not receive any response/communication from store manager. Contacted Quick Quack Car Wash LLC again on 12/10/23 through company online portal and was again told that the manager would contact us in 3 days. As of 12/14/23 we have not been contacted and have seen no forward motion towards reimbursement for vehicle damage.

  Business Response

  Date: 03/23/2025

  We apologize for any delay and frustration this customer experienced during their claim.  Their claim did elapse over a time when we had a change of store leaders and unfortunately the previous store leader had not processed this payment in a timely manner.  As soon as our new store leader took over they did expediate the the payment to the body shop to close this claim.  We again apologize to the customer for the frustration this situation caused and appreciate their patience and their time as they worked with the new store leader to resolve this concern.  We hope to have the opportunity to serve them again in the future. 

• Initial Complaint

  Date:12/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a car wash membership with Quick Quack on October 29, 2023 ($14.99 for the first month). When I signed up, I asked the rep what my options were for canceling my membership. She told me I could cancel over the phone or by visiting the physical location. She said canceling in person was the best option for canceling my membership. The signup email I received stated that my renewal date was November 28, 2023.On Sunday, November 12, I washed my vehicle at Quick Quack and then spoke with the employee who was standing outside and told him I would like to cancel my membership. He asked me for my license plate number and a couple other things (maybe name and email address). After taking down my information, he told me my membership had been successfully canceled.On November 29, I was charged $29.99 by Quick Quack. I called the customer service number *************) and spoke with ****. He told me that the only way the corporate office finds out about a cancellation made through one of the local offices is if that office sends an email to them with all the information. He reviewed the emails and did not see one from that office. As a result, he said they would not be able to refund me for the charge, but would cancel my membership going forward.I have received an email from Quick Quack today stating that my membership is canceled for the future.I have 2 concerns:1) I would like to receive a refund of $29.99 for the extra month's charge 2) Quick Quack locations should notify customers who wish to cancel in person that the local system is in no way connected to the corporate system and the only way the membership will be canceled is if the employee sends an email to the corporate office.

  Business Response

  Date: 03/21/2025

  Hello ***** - we apologize for any misunderstanding and frustration you experienced with your cancellation.  When every account is created, every customer signs the terms and conditions, including our cancellation instructions and policies.  We also immediately send a welcome email with the renewal date, the renewal price, and a link to these terms for reference.  You included a screenshot of this email in your complaints. You will notice the line on that email that states, "If you have any questions, want to change or cancel your membership, or update your email preferences, please reach out to our ************* team at ***********************"
  
  Our terms are also available for viewing on our website.  As it states in the terms and conditions: "5.2 You can cancel Services (including removing a vehicle from a Flock Pricing plan) at any time. When you cancel, you are solely responsible for properly canceling the Services. You may cancel the Services by giving notice at least ten (10) days prior to the renewal date of your Services by email at *********************** or by phone at ************."
  
  We do everything possible to be clear with our customers regarding our policies.  Unfortunately, we do not have any record of an attempt to cancel your membership prior to 11/30/23 so the account would not be eligible for a refund.  You were informed and had access to the wash until 12/28/23 to utilize the paid time.  We apologize for any frustration this situation has caused you and hope to better serve you in the future. 

• Initial Complaint

  Date:12/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to bring to BBB's immediate attention an ongoing and deeply concerning issue that my families/people of disabilities face and are experiencing at the Quick Quack Car Wash locations, like: ********************************************************************For several months now, there are unaddressed persistent challenges with the ADA ********** of the equipment, specifically the air blowers, at this facility not drying cars that have been washed.Disabled family with mobility issues, it is disheartening to encounter less-than-adequate equipment that hinders persons ability to enjoy the full benefits of the service they have paid for approximately - $35.99 monthly where the dry car feature promise is not fulfilled.Despite repeated communication with staff and the use of their supplied towels (which towels should be put at every location and they are not), the problem persists without any discernible effort to rectify the situation. Our vehicles consistently do not dry adequately after undergoing the Unlimited Ceramic Duck Car Wash Cycle, leading to a less than quality cleaning experience. This ongoing battle not only impacts our satisfaction as valued customers but also places an undue burden on disabled individuals who are forced to manually dry their own cars due to the ineffective air blowers.This situation is utterly unacceptable and believe it is in violation of reasonable accommodations mandated by the Americans with Disabilities Act ****** These accessibility standards are crucial for places of public accommodation, such as the quick quack car wash facility, to ensure an inclusive and accessible experience for all customers.As paying members, all expect to receive the full value of the service we have subscribed to, and unfortunately, this has not been the case for months now. The lack of resolution is not only frustrating but also raises concerns about the commitment to customer satisfaction.An ability to enjoy a clean car has been hindered by Quick Quack Car Wash ********* locations *************************************************************************************************************************************** but have also resulted in irremovable water stains (damage to the aesthetic of the vehicle that we didn't experience before when blowers were fully operational), further exacerbating the issues.There's an impact on the quality of service and the inability to address resulting issues that disabled individuals face, posing undue hardship and exasperated conditions being forced to engage in physical labor to dry their vehicle, car damage like water stains due to the ineffective drying process underscores the urgency of resolving the matter, while emphasizing a broader impact on overall customer experience and equal access and satisfaction that everyone does not have the ability to enjoy the benefits of the service fully, all patrons, when the necessary changes to make the equipment ADA ********* are not implemented.

  Business Response

  Date: 03/21/2025

  Hello ******* - We apologize that you have had an unsatisfactory experience.  Quick Quack Car Wash is an express exterior wash only.  We do not offer any full service options - such as towel dry.  There are going to be services that other car washes provide that we do not. We apologize for any inconvenience that not having these services may have caused however to receive those services you will have to go somewhere else at this time. 
  
  As an express wash, your vehicle will not be completely dry upon exit; however, it should be mostly dry, and our spot-free rinse will take care of the rest. We do also offer complimentary towels in our vacuum area for those customers who wish to put the final touches on their vehicle. We always offer a clean car guarantee and if you ever experience excessive wetness or are unsatisfied with your wash for any reason, please feel free to pull around and let our team know. We will always do everything we can to make sure you don't drive dirty.
  
  As the the claim that this falls outside of *** *********** that is not accurate.  While we empathize with your situation, *** compliance with regards to car washes means that we must provide accessible pathways, accessible parking, and accessible wash bays.  We provide all of these things and are fully *** compliant in our operations.  We apologize for any frustration you have experienced and hope that we can better serve you in the future. 

• Initial Complaint

  Date:11/28/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/16/23 I went to the car wash business. The car wash mechanism came down on my car and broke the windshield, wipers, and wiper motor. The business took a customer incident report immediately and agreed to replace all of it. On 10/26/23, the business paid to replace the windshield only by Safelight Auto Glass and for me to select another repair shop to fix the wipers and motor mechanism. I wrote an email to Princesa ***** (email provided) to follow up on status on 11/13/23. Response back was "out of office... return on 11/16/23". On 11/17/23 another email follow up. Response back, "out of office...I am away." She later apologized for my frustration and indicated a check will be requested through her accountant and didn't like the repair shop selected but agreed to use them this time. Then on 11/27/24 I sent a another follow email. Response "out if office." I have spoken to about 4 other representatives and no one can give me an update or status and it has been more than 2 weeks since a check was supposedly submitted for payment to the repair shop.

  Business Response

  Date: 03/24/2025

  We apologize for any frustration this customer has experienced with the claims process.  Our records show that a check was issued to the bodyshop on 11/16 and it was cashed on 11/22/23 to complete this repair.  We apologize that this took longer than desired for the customer and hope to better serve them in the future. 

• Initial Complaint

  Date:11/23/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I subscribed with Quick Quack car wash services back on July 23rd, 2023.. I picked the $29.99 package cause it seemed the right one for my needs.. About 2 weeks ago, I noticed 3 huge dents on the top hood of my car.. didn't have to think much to realize it was the car wash that was doing that as I heard several times from inside my car awful noises coming from the top of my car as it was being washed.. I don't have any way to prove that and I wanted to cancel my membership as I didn't want this to continue happening.. My first attenpt to cancel my subscription was on 11/18/23, which I did it online.. the auto-response email I got from their system told me someone was going to contact me ASAP and they never did.. So, next day, 11/19/23, I went to one of their branches and asked one of the guys there to cancel my membership.. and, SURPRISE!, the membership wasnt'cancelled still.. so the guy got on his pad and made me electronic sign of ther cancellation of the services.. he told me I could still use their services until 11/23/23, but I said, no thanks! I received another auto-response email from their system saying the logged my request and it'd be assigned a customer care advocate shortly, which I don't think it ever happened.. today, Thanksgiving Day, I received an email with a receipt from Quick Quack, charging me for another month, starting on 11/23 to 12/23.. I just want someone serious in this company to hear my complaints, my money back, my subscription cancelled and NEVER, EVER hear from this joke of a company again.

  Business Response

  Date: 03/21/2025

  Our records show that this customer's account was credited the $29.99 charge that was placed on 11/23/23 on 11/24/23.  This complaint has been resolved.  We apologize for any frustration and hope to better serve you in the future. 

• Initial Complaint

  Date:11/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It has been extremely stressful dealing with Quick Quack associates and having them promise me so many things, then having to fight for what they promised me. I had originally went through Quick Quack car wash in ********, *****. I realized going through, my mirror had went backwards and so I directed this to the manager (********). She stated oh no problem, go get a quote and send it to me, I will take care of the repairs and was apologetic. I did exactly as she stated, to get a response of no, your vehicle is too old now. She knew the year from the start so that was extremely confusing. Then I speak to a woman by the name of *****. She stated ******** should have never promised that and then stated, she cant promise something to just find out how much it is and then say no, when its too much money to pay out. ***** sent us to a body shop an hour out one way. My husband waits nearly 3 hours to have the driver side mirror replaced, just to realize it doesnt show up on the screen when put in reverse. I reach out to ***** again and let her know. She was extremely apologetic and stated, I will give you 3 months free for both vehicles (Infiniti and Hummer). Also, we are sending you straight to Infiniti to get a brand new mirror. I have my husband go to Infiniti to get an estimate to have sent to ********. Again, I receive a text from ******** saying no, we cant help you. I have seriously had it. ******** is the most unprofessional person I have ever spoke to, and to have the title as Manager is scary to say the least. I have been extremely patient. The last problem was when my husband went in to utilize the free 3 months and ******** said no, we cant do that and your wife is aware of everything. She blatantly lied to my husband as I had no clue she again made a decision outside of what we were informed. This has been an absolute nightmare! We are not asking for anything that was not promised to us. I can also send all emails if needed.

  Business Response

  Date: 03/21/2025

  We apologize for any frustration caused to this customer.  We have reviewed our records of this incident and found that the claim was closed with repairs completed and paid for.  Our records also indicate that there was an issue because the account was cancelled on 11/3 so with our payment/membership system we could not apply 3 months to a closed account. When our store leader reached out to the customer to let them know that we would do a day pass and they would start it on their next visit the customer actually declined and told the store leader that they werent interested in coming back.   We apologize that we could not turn this situation around and hope we will have an opportunity to better serve them in the future. 

• Initial Complaint

  Date:11/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to wash my car on 8/4/23. After washing my car I went to dry it and as I was drying it I realized my grill was missing. I approached a customer service representative that was working and they confirmed it was missing so they went into the car wash shut it down to go look for my missing pieces. The female customer service representative returned with two pieces of my grill that had broken inside the wash she told me to fill out an incident report and it would take a few days for the managers to review it and give me a call back with a resolution and possible fix, it didnt take a few days for a resolution email to come to me with a denial. ****** the store leader said shes denying my claim because my car had previous damage and for me to contact customer service if I have any escalation concerns, I reached out to customer service like she mentioned and customer service said they do nothing with damaged cars they only take care of monthly memberships. so I had asked customer service to have Lorenas manager contact me - that call never came. I reached out to the leader ****** multiple times and not until I found emails of Quick Quack car wash representatives from the corporate office in another state he reached out to me because they reached out to him, saying that he needed to call the customer. I finally spoke to ****** and he said that my car had damage so they werent going to cover it because my ***** had a honeycomb grill and I explained to him I dont have that ***** or the honeycomb grill. He said he was gonna look into it more and get back to me. Its been over two months and he has yet to get back to me. Because Ive been waiting for them to contact me with an update I purchased the grill and screws and had it replaced because I did not want a rock or for an object to hit my radiator which would cause more damage and more money. I am attaching the email conversations, phone records and receipts from the purchases made.

  Business Response

  Date: 03/31/2025

  Hello **** - we apologize that you had an unsatisfactory experience and disagree with the outcome of this claim.  Our records show that our store leader did email you regarding your claim to inform you that unfortunately, this claim was denied because the footage of your vehicle prior to entering the wash did show that the front grill was previously damaged prior to entering our wash.  We understand this is not the outcome you hoped for; however, as our signage at the entrance of the car wash states, We are only responsible for items that are factory-installed, secured, undamaged, and on vehicles that are less than five years old.  The footage shows that nothing malfunctioned during your wash to cause this incident so unfortunately, we cannot accept responsibility for this incident since it does fall in line with incidents that can occur with pre-existing damage and is advised by our signage before you enter the wash.  We apologize for any frustration you have experienced and wish you the best.
  

  Customer Answer

  Date: 03/31/2025

  I am rejecting this response because: my grill was completely ripped off and pieces had to be recovered from the wash 
  

  Business Response

  Date: 04/01/2025

  We apologize for any frustration and we understand that this is not the outcome you desired; however, the leading cause of this incident was pre-exisiting damage to your grill.  This incident would not have occurred if there was no pre-exisiting damage. 

  As our signage at the entrance of the car wash states, We are only responsible for items that are factory-installed, secured, undamaged, and on vehicles that are less than five years old."  

  We are sorry that you had an unsatisfactory experience, but as we explained, we are unable to accept responsibility for anything that might have happened to the area of your vehicle that was clearly previously damaged.  Nothing malfunctioned during your wash to cause this incident so unfortunately, we cannot accept responsibility for this incident since it does fall in line with incidents that can occur with pre-existing damage and is advised by our signage before you enter the wash.  We apologize for any frustration you have experienced and wish you the best.

  Customer Answer

  Date: 04/02/2025

  I am rejecting this response because: again my cars grill was in pieces after the wash .. I drove in with a car and grill in tact and left with literal pieces in my hand.