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

  3436 Northgate Blvd Sacramento, CA 95834-1649

• 

  Quick Quack Car Wash

  3050 Sunrise Blvd Rncho Cordova, CA 95742-6503

• 

  Quick Quack Car Wash

  7882 Lichen Dr Citrus Hts, CA 95621

• 

  Quick Quack Car Wash

  1120 Exposition Blvd Sacramento, CA 95815-4329

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:04/09/2023

  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.

  Had the displeasure of speaking to lying customer service rep named ***** who said that he was going to speak to a supervisor but then told me that he didn't. I closed my account so I didn't have a new card and was told I couldn't use membership until I upgraded my card. I went in on 3/28 and upgraded my card and they charged my card a second time on 4/9/23 indicating that the charge on the 3/28 was for last month even though I was not allowed to use their carwash last month. They STOLE a second payment from me knowing that I didn't use their serviced for last month due to me not having my card.

  Business Response

  Date: 04/11/2023

  We do apologize for the inconvenience this may have caused. per our terms of service a customer account can go into a lasped state if the account is not paid on time. We have 20 days to collect payment, once that time frame is up still have not collected payment we will cancel the account. Treated just like paying your bill late, will not change your bill date.

  Customer Answer

  Date: 04/11/2023

  I am rejecting this response because: You still got two month payment from me unauthorized and I will just go through my bank for a refund
  

  Business Response

  Date: 04/13/2023

  I was able to bring the customers account up and see that they have called in and was assisted by one of our agents and accepted a free month us **. 

• Initial Complaint

  Date:04/09/2023

  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 purchased Kellys Car Wash gift card on Pocket Riad for $100, there are still significant amount left on the card. Kellys Car Wash on Pocket Road changed to Quick Quack and they wouldnt honor our card. When we called Quick Quack in January, they told us that the gift card would be honored. When I called yesterday, they said they wouldnt honor it anymore. I want to be able to use the rest of the amount left on the gift card at Quick Quack to wash my car.

  Business Response

  Date: 04/11/2023

  Hello,

   

  I work for ************ Express Carwash in *********.  We are not associated with Quick Quack Carwashes or the former ******* Carwash on *********.  You should reach out to Quick Quack at ***********************.  Thank you.

   

  ****

  Customer Answer

  Date: 04/12/2023

  I am rejecting this response because: Quick Quack must be related to ******* Car Wash as when I ****** ******* Car Wash, the link goes to Quick Quack.  Also when we called Quick Quack in December, they said that they would honor our gift card for ******* Car Wash and never said that there is a time limit.  
  

  Business Response

  Date: 04/13/2023

  We do apologize for the inconvenience this may have caused. This is Quick Quack Car wash and we do honor the Kellys car wash. We do ask that the customer goes to the Kellys car wash that they received the Gift card from. The Store Leader will have record of that gift card.The Store leader will then discuss what the next steps will be of how to retrieve the money on the card. 

• Initial Complaint

  Date:04/07/2023

  Type:Customer Service 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 get a one time wash for **** at Quick Quak Car Wash, ***** ********. **************, ** ***** in December and the agent there set me up for a Membership to auto debit from my card every month without my knowledge. I told him No, only a one time charge. So I was charged $31.99 three times - January, February and March.This is the worst **************** I've ever experienced, I will never go back to these thieves.******* ******************* ************

  Business Response

  Date: 04/11/2023

  We do apologize for the inconvenience this may have caused. Does look like customer called in on 04/07/2023 and we have processed a refund back to the customer. 

• Initial Complaint

  Date:04/07/2023

  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 took my ****** for a car wash at the Quick Quack in ******, **********. I was there April 6, 2023 and was in the car wash when there was a malfunction with the equipment. My car was pushed into the back end of a black Korean sports car. Both of our vehicles sustained damage mine is that the front bumper is severely scratched and that the corner driver's side above the headlight is separating from the car. I just purchased the car in December 2022 for myself as a Christmas gift. The car was in new condition with no scratches or damage. The workers did take an incident report and said that they would get back to me within a few hours. Well that didn't happen. They have made no attempt to call me or email me nothing. I have contacted my insurance company Geico because I want my new car repaired. Quick Quack obviously has something wrong with the equipment and when I was pushed by the car wash into the other car a horrible alarm went off and was absolutely horrifying. Besides my car being repaired I want a refund for the membership I paid for as well as an apology for the inconvenience this is causing me. ***** will *** for compensation to recoup the money it will cost to repair my car. Furthermore they will work on getting my deductible for me.

  Business Response

  Date: 04/13/2023

  Customer is currently working on a resolution with one of our location leaders for this incident

  Customer Answer

  Date: 04/13/2023

  I am rejecting this response because: I received a message from the Manager or Team Leader of Quick Quack in ****** and he said in an email that Quick Quack is not responsible for the damage to my car or the other vehicle that was also involved in the accident. According to the manager he says I should have the other vehicles insurance compensate me for the damages. However my insurance company is fully aware that Quick Quack is responsible and trying to put the blame on someone else to avoid having to pay. I have nearly $2000 in damages and I am going to have the car repaired. I will have ****************************** Quack for reimbursement including my insurance deductible. Quick Quack's failure to handle this incident proves that they just aren't a trustworthy company 
  

  Business Response

  Date: 04/28/2023

  Hello ***,
  
  Please accept this letter as our response to your automobile damage claim. We have evaluated your claim and have found that there is insufficient evidence showing that Quick Quack Car Wash was in any manner negligent for the damage caused to your vehicle. To support a claim for damages there must be proof that Quick Quack Car Wash was a negligent cause of damage. Specifically, there must be proof that Quick Quack Car Wash failed to use reasonable care and thereby damaged your vehicle.
  
  I've reviewed that footage and it reveals the vehicle in front didn't follow the instruction and put his foot on the brakes which caused the collision in the wash. I would be able to provide the vehicles information so you can do an insurance claim.
  
  
  St *******************
  Store Leader #****
  Quick Quack Car Wash
  ************
  ************************
  www.dontdrivedirty.com

  Customer Answer

  Date: 04/28/2023

  I am rejecting this response because: ***** is making a false claim about the car in front of me not following directions. The vehicle in front of me that I was forced into during a mechanical failure with the car wash didnt apply his brakes. I have posted a picture of the incident reports we were given which claims that it was a machine malfunction. ***** is not telling the truth about this incident and I reject his response. Furthermore Geico my insurance company is also claiming Quick Quack is responsible for my damage. 
  

  Business Response

  Date: 05/03/2023

  We have reached out to the customer and asked him to go through his insurance company regarding collision 

  Customer Answer

  Date: 05/03/2023

  I am rejecting this response because: Although my vehicle has already been repaired by the auto body shop I am not accepting the response from Quick Quack car wash. This company is trying very desperately to weasel its way out of responsibility for the damage caused to my vehicle and the damage to the car I was forcibly pushed into. Quick Quack has informed me that I should pursue the car that I was forcibly pushed into claiming he caused the accident by not following instructions. This is absolutely not true and definitely not what happened. The car in front of me fell off of the rollers ( track ) and then alarms sounded and the next thing that happened was the equipment forcibly shoved me into the rear of the vehicle directly in front of me. The employees didnt do anything to prevent this from happening and in fact had the car wash jam packed with other vehicles. Quick Quack claims the ******* in front of me pressed his brakes causing this problem to occur. Thats also fabricated and not true. And besides that even if he did press on the brakes Quick Quack should have other safety measures in place to prevent another car from being shoved forward into the car in front. Quick Quack had all the vehicles jammed into their car wash with very little regard for the safety of their customers. Im definitely not going to accept their BS about not being responsible for the severe damage to my property. 
  

  Business Response

  Date: 05/03/2023

  ** has reached out to the customer and informed her that this claim has been denied

  Customer Answer

  Date: 05/04/2023

  I am rejecting this response because: I believe the car wash is responsible for the safety of their customers. Quick Quack has said over and over again that the car in front of me applied his brakes. They said because of that I was forced into hitting his car. I also received a phone call yesterday May 3, 2023 from Quick Quack once again claiming that they are not to blame. Unfortunately I have am not in agreement with them. I believe they as a business are responsible for the safety of vehicles entering their car wash. I followed the instructions and my car was forced forward into the back of the ******* sports car. Quick Quack also says that they have no safety features setup to avoid these type of accidents. Im going let Geico deal with Quick Quack and am just going to make sure I tell everyone how dangerous their car wash is. I will continue to post negative reviews and comments about this business and I will continue to let everyone know its not safe. Quick Quack is definitely responsible for the damage to my car. Their rollers shoved me forward so absolutely their reliable. 
  

• Initial Complaint

  Date:03/30/2023

  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.

  On 3/19/2023 and 3/20/2023 my husbands and I vehicles were both damaged by the car wash my husbands truck had his fuel door ripped off and broke in half and a piece of the fuel door got stuck in the brushes scratching the truck bed tremendously I did take videos of them handing him a piece off his fuel door from out of the carwash bay and on my vehicle I went through not thinking much of it (my vehicle has a locking fuel door) and my rear ****** assembly got ripped clean off I also took videos of them once again pulling it out of there machines. I have filled out damage reports for both vehicles and it's been over 2weeks of trying to get in contact with them and have heard nothing back this is absolutely ridiculous and I have hard time believing that they will make this right. Which is very disappointing because we've been Loyal customers for a long time

  Business Response

  Date: 04/11/2023

  Customer is currently working on a resolution with one of our location leaders for this incident

  Customer Answer

  Date: 04/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:03/29/2023

  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.

  Incident occurred at what was ************************************************************************************************************** location on 01/21/23. Reached near the end of the car wash and the wash became backed up and I hit the car in front of me 3-4 times before anyone at the wash realized anything had happened. I had honked and have it all on dash cam. **** the manager of the store filled out a Customer Incident Report and told me to keep in contact to let him know the damage and costs. I waited 2 weeks and did file a claim with my insurance and received an estimate for the work that did not exceed my deductible so I would be paying for the damages. After finding this out I checked the Customer Incident report and saw at the bottom that it states I was to be contacted within three business days from an ************** number. That never happened. So I called that number on 03/02/2023 and was told there was no incident in file and so an incident report was taken. I was also told that the report would be sent to higher *** and district managers because it had been so long that I wasnt contacted. I waited & was never contacted from a higher up. Called again 03/20/23 and was told the same thing that a a message would be sent to higher ***. Waited again & no contact established. I called again today 03/29/23 after attempting to call the store directly & the number there is disconnected as ****** has been purchased by quick quack and the store is in the middle of a change over. So I called customer care again and voiced my frustration and stated I am ready to take this to small claims court if I do not hear back from a higher up at least acknowledging my situation. This was just in short but like I said the whole incident is recorded on dash cam which even has the manager lying about the damage I received post hit as I asked him in the wash because I couldnt get out of the car and he stated it was just the cosmetic frame around my license plate. The fact that it has been this long is ridiculous!

  Business Response

  Date: 03/31/2023

  we were able to reach out the ** of the location. Looks like there was a meeting set up to go over this on Saturday which was canceled by customer. Looking at the video it was a collision between customer and other customer in front of him. ** instructed the to exchange insurance information with one another. Unsure if that ever happened. 

  Customer Answer

  Date: 03/31/2023

  I am rejecting this response because: **** never told me that my only option is to get the other drivers information. And that is not my only option, with my dash cam footage as proof I had no way to avoid the accident and even if I hit my brakes it would cause the car behind me to hit me so I am glad I didnt lay on my brake. The only way the accident would be avoided is having a worker closer to stop the track asap. I did talk to **** again after receiving this update and stated all I want is the companies insurance information because all **** wanted to do when meeting is to try and pop the bumper back in but after the estimate I have from my insurance they are wanting the bumper replaced so that is why I do not see a need for me to go back to the store when all I want is a company worth millions to give me their insurance so I can get my $1,000 bumper repaired. Its that simple it isnt my only option to make time for this company to 1. Fix the bumper themselves or 2. Take me to a shop they want so its less expensive for them. Its not my job to make this situation easy for them, they are wasting my time all I want is their insurance and to stop acting like it isnt their fault! I better receive this call from a lady named ****** or I WILL take my dash cam footage to small claims court. 
  

  Business Response

  Date: 04/05/2023

  ******* leader has reached out to the customer asking him to get in contact with his insurance company, sounds like he has the other parties plate number. As this incident does not fall under Quick Quack responsibly. 

  Customer Answer

  Date: 04/06/2023

  I am rejecting this response because: I will have my insurance adjuster reach out to regional leader as I do not accept the rules of the road suddenly applies in a car wash argument that ****** made as I have never been on the road and been in a track where my vehicle was in neutral and i had no control nor been told not to apply my brake on the road. This wash is only concerned with arguing a point that washes their hands of responsibility but they dont have a fool on their hands that will just lay down and take it. I will get whats owed to me which is my car repaired to what it was prior to me making the mistake of going through this car wash. This case DOES NOT end here.
  

• Initial Complaint

  Date:03/29/2023

  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.

  On 24 Feb 2023, I used the Quick Quack car wash in ***********, **. Toward the end of the wash, something in the mechanism that moves cars forward failed which caused my car to bump into the car behind me twice. The location was crowded with cars and traffic, so I drove the short distance home to inspect the damage. There was absolutely NO DAMAGE on my car, but I wanted to make Quick Quack aware of the incident so they could inspect their machines. I finally tracked down what I thought was a customer support form and outlined the incident, but they just referred me to go back to the location and tell the manager. Since I personally experienced no damage or injury, I didnt feel the need to pursue it any further. I felt I had tried to help Quick Quack and if they didnt have an interest in making sure their machines were functioning properly, then so be it. Now a month later, it appears the driver of the car behind me has made a claim against my auto insurance. I once again searched for a way to contact the *********** Quick Quack, but the phone number listed just sent me to a company support line for membership support. In reading a negative review on the *********** Quick Quack ******** page that sounded similar to my situation, the response to that review contained a social media email the customer could send information to. So once again, I emailed the social media email address about what had happened. The response was they had forwarded my email to the manager of the *********** location. All of this absolute run-around without any REAL response from the location or the company has left me very, very frustrated. I should be able to send and receive documented responses from the company AND they should be taking responsibility for any injuries or damage the other driver sustained. I shouldnt have to be trying this hard to get them to take this situation seriously. I was NOT at fault in this situation and shouldnt have to be dealing with this!

  Business Response

  Date: 03/31/2023

  ** has reached out to the customer and informed her that this claim has been denied. Was told that if her insurance company wanted a copy of the video we can send it over to them for her. 

  Customer Answer

  Date: 03/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.  While I'm not satisfied by their answer, at this time all I was asking for them to do was actually contact me.  So I'm satisfied that they contacted me which was my real complaint.  Here's hoping the heart of the issue can be resolved soon.  Thank you for at least finally responding to me in a way other than "talk to the SL".
  
  

• Initial Complaint

  Date:03/21/2023

  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.

  On February 6th at 7:00 in the morning I was the first car into the quick quack car wash in ****************, ******** ***** The cross streets are March shuffle and constitution. I am not positive the exact address of the business again, it's 7:00 a.m. I was the first car through the car wash. The two attendees that were there were younger kids. What a period of which to be not awake or under the influence I was greeted. He was very nice. He told me that he was going to give me the car wash for free which obviously I accepted. They send me through the car wash as I'm going through the car wash. I am checking through things inside of my vehicle as I am getting my car cleaned and as I look up I realize the garage door for the exit is not open. The workers there were nowhere to be found because the garage door was not open, my car was ran repeatedly into the garage door causing a decent amount of damage. after they finally stopped the conveyor I drove around to the front of the building and asked to speak with a manager. I was told the manager was not in and she would be in the next day. I filled out an incident report with them. I also gave them my name, number, description of the car. I took photo and videos of the damage to my vehicle. I then waited 24 hours and contacted your customer service line because I have not heard back. I also shared video on social media of the incident. I then showed up to your business and spoke with a manager name ****** who was very aware of the situation and told me she had so many hours to contact me but since I was there she would take care of it. She looked at the vehicle. She also accepted that they are liable and they are going to be covering the damages to my vehicle which I also have on video She then recommended me to a company called ************* because that's who they use. I am now being ran around and ignored by both DMI and ****** at quick quack. If I cannot get this fixed soon, I will go and take matters the legal route

  Business Response

  Date: 03/31/2023

  Customer is currently working on a resolution with one of our location leaders for this incident 

• Initial Complaint

  Date:03/14/2023

  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.

  On Jan 24, 2023 I took my vehicle to store location #**** (***********, **) a Quick Quack carwash and immediately upon leaving the facility I noticed my rear wiper blade jutting up in my rearview mirror. I pulled over to see what was wrong and discovered the carwash had ripped my wiper blade assembly off my car. I immediately returned and let the attendant know what happened. He took my phone # and said I would get a phone call to discuss within ***** hrs...I never received a call so I went back again to find the mgr and informed her of what happened and discovered I was supposed to have received a Customer Incident Report so she filled it out and said I'd hear soon as she got the check from Corporate. I have reached out multiple times with their ********************* and still nothing. Today I asked for an address to send notice of a law suit since I have never been contacted to resolve the matter. My intentions will be to file a lawsuit against *************************, CEO of Quick Quack and the business. I submitted my Dealer receipts for the repair of the wiper blade assembly and was told by facility manager at the *********** Quick Quack carwash, ****************************, she would contact corp and find out where my reimbursement is...again, nothing has happened and we are now almost 2 months after the incident. This outfit is shady, shady, shady!!!!!!

  Business Response

  Date: 03/22/2023

  We do apologize for the inconvenience.  Customer is currently working on a resolution with one of our location leaders for this incident

  Customer Answer

  Date: 03/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:03/13/2023

  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.

  Our car was damaged in the car wash in October. We sent in the estimate 11/29. It was confirmed that it was received by them that same day. The manager, ************************* has only responded to 1 contact attempt since saying he sent payment to the body shop. I have told him twice since then to send the payment directly to us and he has not responded. We have made no less than a dozen contact attempts via phone, text, in person and email. I called corporate once and thats the one time he responded, saying that the check was sent to the body shop. We paid for our car wash membership for 5 months without being able to use it, however I have not even been able to raise that concern as I cannot get a call back. I would like payment for damages and a refund for the unused months of membership before we were forced to cancel. These contact attempts are not including any of the attempts from my husband that he has not responded to.

  Business Response

  Date: 03/24/2023

  We do apologize for the inconvenience this may have caused. After further review and specking to the Store Leader, they have assured us that the payment was sent to the auto body shop. We have processed two months back to you. Not able to do the rest due to usage on the account.

  Customer Answer

  Date: 03/24/2023

  I am rejecting this response because:the body shop has been instructed to shred the check. i have outlined very clearly in my complaint and several times to the store manager to issue the payment directly to me and mail to my home address, or send me a payment to the card on file. Again, the body shop has shredded the check. Issue payment to me directly, please. 
  

  Business Response

  Date: 03/31/2023

  We were able to have the ** of the location call the body shop, the body shop says they still have the check and able to still do the repairs for you. Just need to get the repairs done and they will deposit the check once repairs are done. We do not pay the customer directly, we pay the shop doing the repairs.