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

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  Quick Quack Car Wash

  645 Harbor Blvd W Sacramento, CA 95691-2228

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  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:02/03/2023

  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.

  The worse experience I ever had with a car wash company. My driver side mirror broke completely off, when entering almost at the finishing detailing wash at the near exit of the machine. They accuse me of already having damage which is a complete lie. I had my insurance to inspect my vehicle with their adjuster, I also took it to my ****** Dealership and they both vouch that it was no foul play and that the machine itself broke my mirror, there was not one stratch or any foul play that was tampered with my mirror at all.

  Business Response

  Date: 02/04/2023

  After further review and talking with the RL/SL this incident has been denied due to prior damage. We do apologize for the inconvenience this may have caused. 

  Customer Answer

  Date: 02/04/2023

  I am rejecting this response because:This company decided not to fix my broken mirror.I had my car inspected for any foul play that you insisted happen before I brought my car there, it's a straight lie and my ****** Dealership inspected my vehicle and confirmed it was broken due to your machine when entering into the machine.Please provide evidence that your machine did not damage my driver side mirror. This company refuse to answer any calls or emails from my insurance ccompany as well.

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  Business Response

  Date: 02/08/2023

  After further review and talking with the RL/SL this incident has been denied due to prior damage. We do apologize for the inconvenience this may have caused. 

  Customer Answer

  Date: 02/15/2023

  I am rejecting this response because:It was the machine that broke my mirror 

  
  

  
  

  
  

  
  

  
  

• Initial Complaint

  Date:02/03/2023

  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 and they are refusing to take care of the damages

  Business Response

  Date: 02/09/2023

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

• Initial Complaint

  Date:02/01/2023

  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.

  On 01/31/2023 our vehicle, which had 91 miles on it upon entry to the business' property, was taken through Quick Quack's car wash at ******************************************. The sunroof of the vehicle was blown apart as the vehicle went under the dryer/blowers at the end of the carwash cycle. Glass was deposited all over the interior of the vehicle, roof, windshield, and hood. An incident report (# ******) was immediately filed. At the time, Quick Quack told us they would review the video to see if there were any cracks in the glass prior to entering the wash before accepting liability.On 02/01/2023 we were informed that Quick Quack would not be accepting liability because they have a specific exclusion for glass damage. There is no such exclusion in the Terms of Service, and their customer service department is unable to provide any language showing a specific exclusion for glass.Quick Quack is saying there was nothing wrong with the car wash. All we know is we took a vehicle with 91 miles on it into the car wash, and it came out the other side with thousands of dollars in damage. We also know they shut down the car wash 3 cars later because it iced up. The outside temp was 17 degrees Fahrenheit when checked approximately 15 minutes after the incident. We remained onsite for nearly 2 hours after the incident, and it remained closed during that time.The vehicle is in my name. My wife was driving the vehicle and is listed on the "Customer Incident Report."

  Business Response

  Date: 02/08/2023

  After further review we were not able to find any malfunctions with the inside of the car wash and the window shattered in our blowers not from the equipment. We do apologize for any unconvinced this may have caused. 

• Initial Complaint

  Date:01/30/2023

  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 1/11/2023 I used car wash after wiping my car down I noticed scuff and scratches on my rear tailgate, rear quarter panels and passenger doors I filed an incident report with employee and called customer service, after not hearing back I went back on 1/13/2023 and spoke to **** the manager and assistant manager they took pictures of the damage and said we will contact you in a free days. After not hearing back I called customer service again they filed another report asking for manager to call, after waiting about 4 days I went back spoke to the assistant manager and she replied the manager has not got back with her he does not answer his phone she gave me his number and same I did not get an answer voice mail was full. I called customer service again and they sent email to manager, district manager and regional manager, after not hearing back from anyone I went back to the location and spoke to the employees on duty and they apologized for the inconvenience and admitted that there car wash is not kept up on maintenance and when the brushes are not cleaned and maintained properly the brushes will damage the cars paint by scratching it and scuffing it by dirt and rocks left in brushes its something they bring up to there manager but nothing has been done to correct they advised me do not use our location it is poorly maintained go to the newer locations they are updated and maintained better. After I spoke to them I called customer service again for an answer on my damage to my car they sent another email to the same people now including customer service supervisors which as of now no reply the only reply I got from **** the manager was after I called and declined all my calls I texted him I expressed that I would like an answer the only thing he messaged back was he is going out of town and will have his assistant contact me back this was on 1/25/2022 as of now I have heard nothing and the assistant manager has not been at the location, I did take my car to get an estimate to repair I have a quote of $4095.67 to repair the damage done to my car by the brushes that are poorly maintained if I would have been made aware of this I would have not used that location and gone to a different location since I have a monthly membership with them. I would like your assistance in helping contact them and resolve this issue please.

  Business Response

  Date: 02/09/2023

  We have made multiple attempts to contact this customer regarding this matter but unfortunately we have only been able reach him to resolve the issue. 

• Initial Complaint

  Date:01/29/2023

  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.

  My son and I took our 2016 Jeep Grand Cherokee to the quick quack car wash on Austin ****** on Jan.5th, 2023, at approximately 5:30pm. We pulled up to greeter and I told her that my wife was not happy with quick quack car wash, because it was not cleaning the lower rear quarter panels. She said we are going to give you a dirty duck wash. We pulled around to the entrance, and the young lady sprayed our front bumper, windshield and mirrors, sha waved and I waved back.as we were going through the wash my son heard a pop sound. We pulled around to the wipe down area, and my son said there is a crack in the windshield, I said no it is just water running down the windshield.I reached inside the vehicle and turned on the pulse wipers but the line was still there. We went back to the greeter and asked for the manager, it was the same person that sprayed our SUV when we entered the wash, her name is ****. She said, there was not a crack when you pulled to wash entrance and now there is a crack. She filled out the report #******, said it wouldn't be a problem, all we needed was the area mgr's okay. It took from the 5 the, to the 13th to get an answer from the area mgr. I had to call the main headquarters twice, and say that I was going to call everyday. The area manager said there was insufficient evidence that Q.q.c.w.LLC was responsible for the damage to our vehicle. This was expressed through an email, he has not looked at my vehicle yet. How could he make that determination??? I know I am in the right in this, there were no cracks or pits in that area where the crack happened. Please help me get justice, quick quack car wash is trying to get me to forget about this. Thank you for your help with this matter. Sincerely pastor ***********************

  Business Response

  Date: 02/04/2023

  After further review and talking with the RL/SL this incident has been denied due to prior damage. We do apologize for the inconvenience this may have caused.

• Initial Complaint

  Date:01/24/2023

  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.

  False advertisement. On Tuesday Jan 24 2023 at the Calallen ** quick quack duck car wash there were workers holding signs advertising a free car wash for today. When we arrived the worker said he would get us signed up. We told him we were there for the free car wash. He wouldnt let us pass without us signing up for a monthly subscription. I kept telling him the sign said free car wash today and he kept forcing us to sign his tablet. I'm assuming he just wanted a sell. He even wanted us to sign up for two cars. I feel like this was unfair and wrong to have a workers holding signs that say free car today if you are being lured in to sign a monthly contract.

  Business Response

  Date: 01/31/2023

  We do apologize for the inconvenience this may have cause. We have canceled the account but you will still have usage till 02/23/2023. Please use it as much as you can till than. 

  Customer Answer

  Date: 01/31/2023

   
  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.
  
  

• Initial Complaint

  Date:01/16/2023

  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.

  Last check in for a car wash at this company was 12/06/2022. I requested to cancel the membership that day as well. A guy in drive through who checked me in said he would cancel it then walked away. I was then charged on December 16th. Due to my busy schedule i found time to chat with the company customer service and inquire why this was not canceled and i was due a refund. Chat representative refused a refund and would not let me speak to a supervisor. Ithen called and explained. Phone rep stayed it was my "fault" for not contacting them within a few days after getting charged. Because of my lack of action, she refused a refund. I have a very busy schedule and called when I was able to during business hours. This is not how to handle customer service. They took money from me without my permission at that point. I never used the service during that timeframe of the billing cycle as it was promised it would be canceled. It's an ethics violation issue (Federal regulation UDAAP- ethics) to promise one thing and not honor it. I need the refund back from December 16th billing.

  Business Response

  Date: 01/17/2023

  We do apologize for the inconvenience this may have caused you. We have processed a ***** refund please allow 5/10 business days for that to reflect back t your account. 

• Initial Complaint

  Date:01/14/2023

  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 used the car wash several times without issue. However on 1/7 I took my 2022 Acura into the car wash. On this time the machine got closer to the car than it is supposed to. Later I noticed the damage, though it was already dark, so I opted to return on 1/8 to file a report (which is what their 800 customer service line advised to do)So, I took the vehicle in on 1/8, first thing in the morning. The damage was more extensive than I had initially thought, the car had scratches running up and down the left and right side of the vehicle and a piece of their cleaning brush had even gotten stuck underneath the hood. So I filed a report, and was advised that they would reach out to me in a phone call within 3 business days. On Wednesday (the third business day), I drove back to the location, and was advised the manager was there later that day and would give me a call. I didn't receive a call so I again, went into the location and was advised that the manager now wouldn't be in the office until sometime the following week. I then called the customer service number to provide information and let them know what was going on. While I was on this call, informing the rep about my report, the rep had a baby in the background that started crying and as soon as this happened the call was disconnected. I was able to call in and reconnect with her, but it added an extra half hour or so to my call. She ended up emailing the Regional and store manager (****** and ******) and said one of them should follow up with me soon. So today (1/14) I get an email from the Assistant store manager [*********] (no call as was promised by everyone up to this point) who didn't even acknowledge the issue; ask to see the vehicle with the damage or address the fact that it was so close to my vehicle that a piece of their brush was stuck under my hood. I want Quick Quack to aknowledge their issue and fix the shallow and deep scratches caused by their wash.

  Business Response

  Date: 01/31/2023

  After further review of the incident the Store leader has denied the incident. The damage does not align with the way ore wraps spin. We do apologize for any inconvenience this may have caused. 

  Customer Answer

  Date: 01/31/2023

  I am rejecting this response because: The Regional Manager and the store Manager had me go to a 3rd party body shop that is now fixing the damage was caused by the wraps. They currently have the vehicle and once the damage is fixed, i will end my BBB complaint as closed.
  

  Business Response

  Date: 02/08/2023

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

  Customer Answer

  Date: 02/13/2023

  I am rejecting this response because:

  Here's a synopsis of what has occurred since my complaint
  ****** (Quick Quack Manager) and *** (Quick Quack Regional Manager) called me on January 18th to discuss the issues that I've had. I let them know what happened and how my vehicle was damaged. They asked me if I'd be willing to take it to a body shop to have the damaged assessed to see if it was caused by there machines. I got scheduled with ***** at all Magic in Norco on 1/19. When i took the car in, ***** did a once over, took photos and said that if they agreed the damage was caused by the car wah, that i would either hear from Quick Quack or them to get scheduled for a repair. I didn't hear anything back from either of the parties, so on 1/20 I texted ****** and *** (Quick Quack) to ask if they had heard back from their body shop. Neither of them had, and ****** had stated that she'd reach out on 1/21 to see if they had heard anything, they both said no, but ****** offered to reach out to them first thing on 1/22 to get an update. I didn't hear anything on 1/22 so I texted them again and didn't receive a reply. On 1/23 I did receive a call from the owner of the auto body shop who asked me if I could bring in the vehicle and they would do whatever it took to get the scratches out. His facility though was quite a bit further than the original one that I had gone to but I agreed to take the vehicle to him and got scheduled to drop if off on Monday 1/30. I took the vehicle in to him on 1/30, showed him the damage to the cars paint (clear coat scratches) and the scratches on the chrome trim. He made some marks and said that they'd be able to get it out and asked if they could have the vehicle for a few extra days because the damage was all of the vehicle and he was initially thinking it was only in a few spots. He assured me that they would be able to get out the damage. On Thursday 2/2, *** reached out to ***** and copied me as they had now had the vehicle for 4 days and we hadn't gotten an update. Raffi (Body Shop) let *** know that the vehicle was undergoing repairs and that it should be done shortly. ***** then called me and asked if I could pick it up Friday 2/3. I then went to the auto body shop on 2/3 to pick up my vehicle and they hadn't removed any of the clear coat scratches or repaired the chrome trimming that I pointed out on Monday (mainly the bumper and front fender as well as the chrome). I was also unable to speak to ***** the one who was handling my claim as he wasn't in. The auto body technician who was checking me out, saw that they hadn't gotten the damage out and said that they would be able to but would need to hold on for the car for a few more days. I agreed and left the car with them over the weekend. On Monday 2/6, ***** called me and said that Quick Quack was now refusing the repairs and that I would need to come pick up the vehicle. I went to get the vehicle. When I got there, I asked for a copy of what was done to the car to fix the damage. Initially I had gotten the 2nd quote that All Magic (Body Shop) sent to Quick Quack saying that this is what was needed to fully repair. They then printed the the repairs that were done (a bunch of the things I pointed out were missed). I then reached out to *** letting him know what the situation was. I hadn't heard back from ***, so 2 days later on Wednesday 2/8 i followed up letting him know that ***** had told me that he could fix just needed to wait for Quick Quacks approval. The issue is now they are again claiming that the damage "couldn't have been caused by them" despite the body shop and them initially agreeing that it was when they did the first attempted repairs but missed items. I would like them to fix the issues or compensate me and I'll go to a different shop to get the repairs.
  
  
  Attached are the 2 Photos; I have made a note of the repairs that were done and then the repairs that are needed per Quick Quacks body shop that they referred me to.
  
  

  
  

  Business Response

  Date: 02/21/2023

  We have reached out to the Regional Leader of the location. He has informed us that we did sent the customer to the body shop to get the car detailed to show that we did not cause the scratches. The body shop did agree that the scratches were not caused by our wash. That if the customer did not agree to open a claim with the insurance company. 

  Customer Answer

  Date: 02/21/2023

  I am rejecting this response because: I have already attached work that was done to fix issue. This shows it wasn't "just a detail" and that they actually wet sanded and fixed some spots with the damage. The issue was, the owner of the body shop, didn't appropriately log all the issues, so when they washed the car (washing the marks he made on the car off) they missed some items. They missed the chrome trim and rear bumper/front fenders.

   

  They had my car for 9 days total without providing a rental car. I would think that they would have finished next day if it was "just a detail." They should also compensate me for this inconvenience which I didn't initially request as I was told that the car was getting fixed and that they would "do whatever it takes to get the scratches out." Which was the resolution I was promised (this promise was made AFTER the body shop did their initial assessment).

   

  Them also suggesting that I file an insurance claim, means that they're trying to pass their issue off onto my insurance and premiums instead of fixing the damage they caused which the paperwork I have shows fixing was needed. 

  
  

  Business Response

  Date: 03/08/2023

  We do apologize for all the inconvenience this may have caused and for all the misunderstanding. After further review and specking to the ** of the location, the incident has been denied. W have informed the customer if they would like to they open a claim with the insurance company. 

  Customer Answer

  Date: 03/08/2023

  I am rejecting this response because:

   

  They are saying I should pay for the repair for the damage they caused by using my insurance. 

   

  They are also ignoring that they kept me without a vehicle for week while they "attempted the repairs" but didn't complete them. As I was without a vehicle for more than a week, I think they should offer some form of compensation in addition to fixing the vehicle.

   

  Thanks,

  
  

• Initial Complaint

  Date:01/11/2023

  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've been a member with Quick Quack for over two years and never had ant issues. On 1/8/22 I went through the wash and one of the right roller brushes that cleans the front and sides of the vehicle was broken and wasn't spinning. As my vehicle approached the brush it dragged over the hood and roof of my truck. When it reached the roof of my truck i heard a thud. After exiting the wash i immediately inspected my vehicle and notified the attendant that i believed the wash caused a dent in the roof of my truck. They shut wash down and confirmed the brush was malfunctioning. She filled out an incident report and gave me her managers business card and said she would call me on 1/10/22 when she was back on shift. I never got a call so i called her and she sated she hasn't reviewed the footage and would call me the next day. I didn't hear from her the next day so I once again had to call her. She tried to tell me that she reviewed the footage and is claiming the damage was there before i entered the wash. She also tried to tell me the brush never even went over the damaged area. I asked to see the video footage and she refused. If the roller never went over the roof of my truck where the damage is than show me the footage. She again refused. The fact she wont show the footage leads me to believe she's lying. This issue could easily be resolved by sharing the footage to back her story. I've left a message with her boss and have yet to hear back from him. I'm very disappointed in this company and how it treats it's customers. Now Quick Quack will loose a long term customer and I'll have to get my insurance company involved or take them to small claims court to resolve this issue.

  Business Response

  Date: 01/17/2023

  SL has called and left message letting customer know that the incident was denied, found truck had prior damage before entry to the wash. 

• Initial Complaint

  Date:01/03/2023

  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 tried to use the car wash and soap was left on my car. I complained to the ***** Street location and they told me to call the number on the dash wipe. Upon calling the number the woman told me they dont issue refunds. I could be put on a list to speak with a supervisor. No one ever called me back.

  Business Response

  Date: 01/14/2023

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