Business Profile

Car Wash

Quick Quack Car Wash

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

322 total complaints in the last 3 years.
168 complaints closed in the last 12 months.

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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: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.
Stopped in to get our car washed, asked if a regular wash would clean up everything and was told yes by employee. Went through wash, after exiting stepped out to see if vehicle was clean, it was not. Drove back through entrance, showed employee, they sent me back through. During the second wash, vehicle starts jerking around, figured antenna would be missing from the roof when I got out. Instead, the rear wiper cover was ripped off the vehicle. The wiper itself was pointing down on the painted surface of the vehicle, not the rear window glass where it should be. Move wiper back to correct position, turn it on and it no longer works. Pull back up and explain to employee in charge, filled out a Customer Incident Report, was told ***** manager would call the next day. Next day she provides number of local repair shop and explains process to get estimate, etc. Today she called and told me since the vehicle is more than five years old, they will not pay to repair the damage the car wash caused. This is a 2015 Cadillac with ****** miles, it is basically brand new, still has the new car smell. I am shocked at her/their stance on the matter, I debated the age of the vehicle verse the mileage and condition. She agrees the car wash damaged our vehicle but, says too bad, she discussed the situation with her peers and that is their final decision without even seeing the car. Not sure how this is even legal? Quick Quack, could not explain how vehicles up to five years old with unlimited mileage are repairable and vehicles older than five years with ****** miles in perfect condition are not? See current condition of car (QQ0002.jpg) and before/after Quick Quack damage picture with current mileage (QQ0001.jpg). Quick Quack Customer Incident Report ************ and receipt for car wash (qq0004.jpg).
Business Response
Date: 04/05/2023
Customer is currently working on a resolution with one of our location leaders for this incident
Customer Answer
Date: 04/10/2023
Sent: Tuesday, April 04, 2023 14:12:10 AM
To: ********************************* <*************************>
Subject: Re: Customer Incident Report No. *****
*****,

Find attached a invoice for the following items used to repair the
damaged 2016 Cadillac SRX.

-Rear Wiper Motor
-Rear Wiper Arm
-Rear Wiper Cover

I was able to reuse the rear wiper blade. Let me know if you have any
questions.

Best Regards,
***************************
-------------------------------------

As of 04/10/2023 I had not received a response and sent the following.

From: *********************** <*************************************************>
Sent: Monday, April 10, 2023 10:20:24 AM
To: ********************************* <*************************>
Subject: Re: Customer Incident Report No. *****

*****,

Never heard back from you?

Best Regards,
***************************

-------------------------------------

Received the following.

From: ********************************* <*************************>
Sent: Monday, April 10, 2023 10:24:08 AM
To: "***********************" <*************************************************>
Subject: Re: Customer Incident Report No. *****

Good morning,

I do apologize, it looks as if your first email went to my spam folder.
I will forward and get working on this once I am back in the office.
Once again I do apologize.

Thanks,

*********************;
Store Leader 7616

-------------------------------------

At this time I am waiting for ***** to respond with next steps.

Best Regards,
***************************
Business Response
Date: 04/11/2023
Customer is currently working on a resolution with one of our location leaders for this incident
Initial Complaint
Date:03/10/2023
Type:Sales and Advertising 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 Quick Quack Car Wash on ****** Drive in Folsom on January 26, 2023. I bought their best option of car wash for $21.99. I realized right after that my hood ornament and my rear wiper arm were completely ripped off. I immediately called their customer service who told me I had to return to the wash to "see if my wiper arm/blade was on the ground in the carwash because that happens a lot". So I returned to the location to file an incident report, and the assistant manager on duty told me they had had many cars that day sustain damage. I filed the incident report. After over a month of getting the complete runaround from ***************************, their "Incident Specialist", at least 20 plus phone calls and emails, he replied that they will not pay to repair my car which was damaged in their "touchless" carwash. Absolutely appalling that a $22 wash will cost me at least $500 to repair. This incident manager finally sent me an official letter today, and said there were no other issues before or after my vehicle. It is bad enough to not stand behind your product/services, but to outright lie to cover your **** is totally ridiculous. On their website it specifically says NO IT WILL NOT DAMAGE YOUR CAR. It does NOT say it will not damage your car if it's less than 5 years old. A look on my local Nextdoor shows just how many tens of thousands of dollars in damage people have had done to their vehicle by this car wash.
Business Response
Date: 03/13/2023
We do apologize for all the misunderstanding. At all stores, there are signs posted as the customer approaches the entrance of the wash letting them know what Quick Quack will not be responsible for, should they decide to proceed through the wash. This includes antennas, damaged parts, aftermarket parts, or car parts on vehicles five years and older. Unfortunately, we will not cover any damage to your vehicle as it is over 5 years old.
Customer Answer
Date: 03/13/2023
I am rejecting this response because:this information is NIT posted on their website where it clearly states that their wash will not damage your car. The signage at the entrance is impossible to read if you are being rushed forward in the line to go through and you have cars behind you.
Business Response
Date: 03/22/2023
Again, We do apologize for all the misunderstanding. At all stores, there are signs posted as the customer approaches the entrance of the wash letting them know what Quick Quack will not be responsible for, should they decide to proceed through the wash. This includes antennas, damaged parts, aftermarket parts, or car parts on vehicles five years and older. Unfortunately, we will not cover any damage to your vehicle as it is over 5 years old.
Initial Complaint
Date:03/09/2023
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 had recently taken my car through quick quack, the rotating brushes snapped off my antenna. Made a small claim. I at least wanted my next monthly to be waived for damages. But due to a "policy" that is either not posted, or even exists. They cannot do anything about it because of the age of the vehicle. Barely an apology, and absolutely no attempt to fix the issue or offer a solution. For a basic service industry you would think that causing damage to people's property would warrant an attempted service to reconcile. But no, I was slapped with a sorry and oh well.....
Business Response
Date: 03/24/2023
We do apologize for the inconvenience this may have caused. It is our policy that we do not cover vehicles that are five years or older and after market items placed on the vehicle. However, after ************************* the ** he talked to the customer and has refined one month of charges back to you and should receive in 5/10 business days.
Initial Complaint
Date:03/04/2023
Type:Product 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 am having international travel so I do not use the membership for several months and tried to cancel it. They canceled my membership but the current one, which is renewed today (March 4, $31.99), cannot be refunded. With the understanding of the refund policy, I was asking to transfer the membership to another vehicle, but it was also denied because of the cancellation. However, there's no information about the policy I could find before the cancellation. I would request to transfer the current subscription to another vehicle, or a full refund of the current month's subscription if that's not possible.
Business Response
Date: 03/06/2023
After further review of the account, looks like in the past we have canceled and refunded the account before due to unable to cancel in time due to travels. At the time of cancel we educated about needing a 10 day advance notice to cancel the account per terms of service. So at this time we will not be able to refund the account nor swap the plate due to cancel. We do apologize for the unconvinced this may have caused.
Customer Answer
Date: 03/06/2023
I am rejecting this response because: as I said, I understand the cancelation policy, but I do not understand why I cannot change the plate, there's no such information I was informed. It doesn't make any senses, I literately have one month to use the membership, it is not actually cancelation then.

Business Response
Date: 03/08/2023
We do apologize for the inconvenience. We are not able to change the plate once the account is canceled. We would need to change the plate before the cancelation. We canceled and after the cancel is when it was asked to swap the plate.
Customer Answer
Date: 03/09/2023
I am rejecting this response because:
"We are not able to change the plate once the account is canceled. We would need to change the plate before the cancelation. We canceled and after the cancel is when it was asked to swap the plate. " When the such information informed to me before I canceled? Where is the information on your website? I was not informed the information before i canceled. I cannot find any information about this on your website.
Initial Complaint
Date:03/01/2023
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.
Used the car wash on 12/21/22 and noticed paint damage on my vehicle while drying it off after. The manager took my information and sent me to a body shop for a repair estimate. Manager and I spoke over the phone and agreed upon repairs and he said he would authorize the body shop to do the work. It is now 3/1/23 and the manager has not given the body shop the okay to do the work when I call to schedule. After several attempts with corporate customer care to resolve the issue the manager still cant perform the task of following through on his promise to call the body shop to okay the repair.
Business Response
Date: 04/28/2023
Customer is currently working on a resolution with one of our location leaders for this incident
Initial Complaint
Date:02/22/2023
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 Friday the 17th of February at 5:53 pm. Went through with my membership and my roof rack. Each time I have been through, we have had no issues because they have a roof rack setting. In addition, my husband or myself have not seen the signs they claim were up upon entering the car wash. I would not risk my vehicle getting damaged to have a clean car. The night we checked in to our carwash, we were told we were good to go and they marked *** on our windshield so they would use the correct settings. We saw the top bar coming down in the car wash so we honked our horn and nothing happened. Our roof rack was ripped off, it slammed into our windshield, cracked it, and dented the entire hood of our car. They finally stopped the carwash. Our vehicle was stuck in the track and on our roof rack so we could not go forward. We were just about to get out of the car to check things out when they started the carwash back up. My husband had to step on the gas due to almost getting hit by the person behind us. We filed an incident report and they ended up saying they aren't liable. The girl working that night hold us that the button inside is actually broken and the manager knew it but failed to tell the people working that shift. We are requesting that quick quack pays for the damage they caused on our vehicle and to replace our roof rack this is also damaged.
Business Response
Date: 03/06/2023
Customer is currently working on a resolution with one of our location leaders for this incident
Initial Complaint
Date:02/21/2023
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'm a monthly subscriber to the Draper ****, Quick Quack Car Wash. On Feb 8th of 2023, I went to the business for a routine car wash. Upon exiting the car wash tunnel, my car began to slide on the very icy surface at the exit/entrance of the car wash. Another vehicle was entering as I was exiting and due to the extremely icy conditions I slid into the other vehicle. After pulling off to the side so that I wasn't impacted by other vehicles exiting behind me, I noticed another vehicle sliding on the ice and as I attempted to cross the entrance to talk to the other driver, the surface was so icy and slippery, I feared for injury. I had to search for the store manager *****************, who drafted an incident report and assured both me and the other driver that the car wash would cover the damages and all that we needed to do was go get a quote and bring it to him. The incident report states "customer will be contacted within 3 business days..". After 2 weeks of waiting, the other customer and I communicated about the lack of communication. Finally we both received generic emails stating that after video review, they will not cover our damages. On Feb 21, 2023 I was finally able to track down contact information for the regional leader who did return my call, at which point he shared they will review the video and get back to me but eluded to the fact that they're not liable for the conditions, salting the road, and claimed that the incident was in fact my liability.
Business Response
Date: 02/27/2023
Customer is currently working on a resolution with one of our location leaders for this incident
Customer Answer
Date: 02/27/2023
I am rejecting this response because:
Quick Quack Car wash has refused to be accountable and/or liable for the incident. The unsafe conditions they allowed on their property, poor communication, and threats from the "regional leader" were completely unacceptable. ******************* is one of the rudest people I've ever spoken with and has zero customer service skills. Based on the treatment I've received, lack of communication, followed by the way their regional leader has spoken to me, it's obvious QQ doesn't value customers. I can't say this is the case about all of their employees because their Regional Leader in the ***** area was very helpful and a pleasure to speak with. It's a shame he wasn't responsible for the Salt Lake region, even if the result wasn't liability, I'm certain he would've been courteous and explain the findings in a way that was understandable.

Business Response
Date: 03/06/2023
Customer is currently working on a resolution with one of our location leaders and insurance company for this incident
Customer Answer
Date: 03/06/2023
I am rejecting this response because:
while my insurance company is covering the damage to my vehicle and negotiating with the other drivers insurance company, that does not change the fact that Quick Quack Car Wash is refusing to be accountable for the dangerous conditions that caused this incident. Im thankful my insurance company recognizes there will not be a timely resolution and is thus covering my damage with the intent of further pursuing accountability with QQ. That does NOT relieve Quick Quack as a business of accountability, thus I refuse their response to this with the hope that I will simply go away.
Initial Complaint
Date:02/15/2023
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 January 17, 2023, I had my car washed at the location at ****************************************************************. I was drying my car and noticed a scratch on the hood. I reported it to the attendant and he had me complete an incident report and told me someone would be calling within three days. After two weeks, I had not had a call, so I went back to the location and asked that they cancel my subscription and explained that it was due to lack of customer service on this incident. They told me they would give my information to the manager and she would call. However, it has now been two more weeks and still no contact from the manager. I have since discovered that the damage actually follows a straight line from my hood all the way across my roof, which could only have occurred at the car wash. I am requesting a call from management and repair of the damage.
Business Response
Date: 02/21/2023
Customer is currently working on a resolution with one of our location leaders for this incident
Initial Complaint
Date:02/15/2023
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 paid this location a visit early morning on Veteran's Day 2022, as they were treating veterans to a free car wash. It was the first time I've been there, and my new truck's first wash. Later the same day, I approached my truck and noticed mostly surface level scratches and a few that were a bit deeper. These scratches ran the entire length of my truck on both sides. I immediately went back to the car wash and spoke with an employee to file an incident report (No. ******). After waiting a few weeks and not hearing anything from Quick Quack, I started reaching out for updates. I could never get anything other than an apology and assurance that my case would be escalated. This happened multiple times over a two-month period. Without ever hearing back from anyone, I decided to take my complaint a bit more public and post a poor review on ****** in hopes of getting the store owner's attention. The reply they made publicly to my 1-star review was "Thanks ***************************! We are glad to hear you had a great experience at our location. Thank you for taking the time to review!"The incident report I filed has gone completely unacknowledged. My inquiries for updates have been ignored. The reply to my public review, I hope was an error in automated messaging. Every attempt to get the attention of the store's management failed.
Business Response
Date: 02/21/2023
Customer is currently working on a resolution with one of our location leaders for this incident
Initial Complaint
Date:02/13/2023
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.
I visited this business on 5feb. Had my car washed asked that they do not turn on the rotorary washers. They neglected to turn them off and caused some fairly deep scratches to my fender. I contacted them and was told my vehicle isn't nice enough for them to be bothered with
Business Response
Date: 02/21/2023
We have made multiple attempts to contact this customer regarding this matter but unfortunatly we have only been able to to get this resolved.

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Quick Quack Car Wash is NOT a BBB Accredited Business.