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:07/16/2024

  Type:Billing 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.

  We were instructed that cancellation of membership is via email and charges will stop. We have done this previously and it was successful however the second time around when we tried to cancel back on April 9 via email it was not canceled and they kept charging us until July when we realized the issue. They claim that they can't find your account and they notified us by email. This reason is unfair because inbound emails are unreliable, especially with junk emails. We trusted that they would contact us via phone or mail that are more reliable especially since this is crucially important as it is about finances and charges. We have not been to any of their car wash since we canceled trusting that our membership has ceased. We tried to explain to them but they would not refund all 4 months charges.

  Business Response

  Date: 04/08/2025

  Hello ****** -

  We apologize that you had an unsatisfactory experience.
  
  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.  These terms are available for viewing on our website.  We do everything possible to be clear with our customers regarding our policies. 

  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 received an email from you on April 9, 2024, requesting to cancel your account. However, the message did not include any identifying account information, and the email address used was not associated with an existing account in our system.

  Our ************* team responded to your inquiry on the same day, informing you that we were unable to locate your account based on the information provided. In that reply, we requested additional details to help us identify and process your cancellation request. Unfortunately, since we had no account linked to your email, we were unable to follow up via phone or through any other method.

  After not receiving a response, on April 22, 2024, our team followed up again to let you know that, due to the lack of information, your account was not canceled and the support ticket would be closed.

  You emailed again on July 15, claiming there was a fraudulent transaction for your monthly payment. Our team explained that this was not the case and reminded you of our previous attempts to contact you for the information on your account.  We understand your frustration and want to assure you that we made every effort to respond through the communication channel you initially used. As your email was not associated with any account, we had no access to your phone number or other contact details to reach you by other means.  
  
  As our team explained, your account was not cancelled properly and as our terms of service state: "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 ************."  
  
  Our team did provide you with a courtesy one month refund; however, this was the only resolution we could offer you.  We hope this clears up any confusion regarding our cancellation policies and we hope to better serve you in the future. 
  
  
  

• Initial Complaint

  Date:07/16/2024

  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 06/25/24 an object hit my windshield as I was going through the Quick Quack Car Wash. While still in the carwash, I watched my windshield start cracking after hearing the pop when an unknown object made impact with my windshield. I pulled out of the carwash, pulled my car over to inspect the damage, & immediately called my mom to ask how to handle the situation since I am on our family car wash account. She instructed me to go inside & speak to a manager. I went inside and was told there was not a manager available. The employee I spoke to was not sure exactly what to do, so he asked other employees and finally located a form to fill out. I showed him the crack in my windshield, and he completed an incident report. Quick Quack Car Wash has refused to accept any responsibility basically calling me a liar. We asked to see video footage, which demonstrated that the windshield was perfect with no cracks upon entering the car wash. The attached photo was cut from the video footage of my car entering the car wash. The photo has a picture of the windshield upon exiting the car wash superimposed to demonstrate the damage incurred while inside the car wash. I have no way of knowing exactly what hit the windshield while going through the wash - anything could have gotten caught up in the spinning wraps or mechanism itself. What I do know is that the windshield entered undamaged, a pop was heard when something HIT the windshield and a crack immediately started spreading across the windshield, which was reported to Quick Quack personnel upon exiting the car wash. I would like the windshield to be repaired.

  Business Response

  Date: 04/16/2025

  Hello Jacee - we apologize for any frustration you have experienced.
  
  Our carwash washes several hundred cars every day without damage.  A windshield will only crack if it is hit during a malfunction, or it has a rock chip, pit, or weak point.  The crack will travel through this weak point when the windshield experiences a temperature difference. There was no malfunction during the wash, and nothing came into contact with your windshield to cause this crack meaning this was caused due to a weak point in your windshield.
  
  Pits are caused by debris such as rocks, pebbles, sand, and other foreign matter kicked up by vehicles in front of you. The pit damage that occurs often is not directly visible from the driver's seat because it is near the edge of the windshield or near the passenger's side. This pit usually penetrates only the exterior pane of glass. If this damage is not repaired, it can spread into a crack. The time between initial impact and a large crack can sometimes be as little as one day to as long as several months. Day-to-day driving can increase the stress around the pit hole.
  
  However, the majority of these cracks are caused by temperature extremes, such as washing a vehicle with a stressed point on a hot day. We are truly sorry for the experience you had here. Please note, though, that we can't be responsible for damage caused by pre-existing conditions. We hope that you give us an opportunity to earn back your business.

• Initial Complaint

  Date:07/11/2024

  Type:Sales and Advertising 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.

  My Vehicle incurred damage on 04/11/2024 while being washed at Quick Quack. My insurance company was utilized as a no fault incident and my vehicle was repaired. My insurance company advised quick quack to pay me directly for the out of pocket rental car expenses I incurred in the amount of $346.00. *************************** will not respond to numerous emails and phone calls to ************************** and **************. Attached or the email and quote from enterprise rent a car.

  Business Response

  Date: 04/16/2025

  We apologize for any frustration you have experience.  Our records show that this claim has been closed and resolved by both parties.  This claim was handled through your insurance company and all payments were made to them for the entirety of this claim on 9/24/24.  

  Customer Answer

  Date: 04/16/2025

   
  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:07/11/2024

  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 used the Redding, Ca location on 6/2/2024. I drove a brand new ******* Palisade with factory installed roof racks into the car wash. When we came out of the car wash we had notice that the roof rack had been torn off the car. We alerted the person working who refused to stop the car wash because there was people waiting, not knowing where the rack even was and potentially damaging others vehicles. She said if it was ripped off its already damaged so it wont matter at this point. I waited while 10+ cars went through before someone would go in and grab it. After being dismissed we requested to fill out an incident report. I waited for days for a call or email from someone in regards to this claim. I finally received an email back on 6/12 saying they accepted the claim and it would be paid. From here I have placed several unanswered or unwilling to provide service phone calls and emails to the Manager of this location and the customer service corporate line. Email dates are 6/12, 6/13, 6/15, 6/19, 6/21, 6/22, 7/2(asking for an update as I was told the check was requested on 6/25, 7/9 asking for another update as I was previously ignored again. On 7/9 I was responded to saying the check was ready for pick up.I picked up the check and it was less than the amount agreed upon on the settlement I signed. At this point I would like the difference between what I was issued on the check449.99 and what I agreeed on the settlement ****** and the monthly membership fee ***** that I paid and did not use after my car was damaged. Also I believe a formal complaint on how this business conducts themselves is necessary at this point.

  Business Response

  Date: 04/03/2025

  We sincerely apologize for any misunderstanding or frustration this situation may have caused. However, an important detail missing from your complaint is that the total amount you paid for this partand the amount you were due for reimbursementwas $449.99, which is the exact amount of the check you received.

  The invoice you provided to us for reimbursement is attached to this response for reference. While there was a typographical error on the release form stating $499.99, you were informed of this mistake. This typo does not change the fact that the correct amount you paid, and were entitled to be reimbursed for, was $449.99the amount you were sent.

  We regret any confusion this typo may have caused; however, our agreement to cover this incident was based on reimbursing you for the amount actually paid, as documented in the invoice you submitted, which we have attached here.
  
  We apologize for any frustration and we hope to better serve you in the future. 

• Initial Complaint

  Date:07/05/2024

  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 September 14th, 2023, I was in a pileup inside of the wash due to the car in front of me going off the track and causing a pileup. The attendant took down my information about the incident and the process for the incident report was started. The manager of the location was not there, and I was told he would contact me. He tried calling, I wasn't at my phone, and was never able to get ahold of him on the phone. In the past months since, I have tried countless times to email him and get information, calling headquarters "service" department as well, being told all they can do is basically tell the manager to contact me. Every few months, he will contact me by email, and then never respond for another few months. I went in to the location multiple times, and finally he was there one of the times, and said the settlement would be sent out that week and be in my mailbox by Monday. 2 weeks go by, still nothing. I reach out, he says he was out of town (again) and that he will check on the status. Nothing. I reach out again, nothing. One more time a week later, nothing. Extremely unprofessional, especially considering after almost a year of trying to get it solved, they tell me they will settle for the lowest quote, and they don't even send that settlement.

  Business Response

  Date: 04/03/2025

  Hello ****** - we apologize that you had an unsatisfactory experience and for any frustration you experienced.  As your complaint states,  our store leader made multiple attempts to contact you initially but was unable to get in touch.
  For several months, our store leader sent follow-up emails regularlyabout once a monthreminding him about the claim and asking if he wanted to move forward with it, but they never received a response.
  After nearly a year, you attempted to reconnect but you had been sending emails to a misspelled address. You eventually came into the store, spoke with our team, and was able to get the store leader's correct contact information. You then emailed our store leader while he was on PTO.  And despite being out of office, our store leader still followed through and handled the situation.  We apologize if it felt that you were not receiving the proper support, however, our team did everything possible to communicate with you through this claim and work together for a resolution.  Our records show that our store leader did complete this claim and a check was processed on 7/25/24.  We hope we will have the opportunity to better serve you in the future. 

• Initial Complaint

  Date:06/23/2024

  Type:Customer Service 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 was not able to pay for my membership due to financial situation and I went to cancel the membership and was offered a free month to stay. When my significant other went to the car wash, they told them he cannot get a car wash because there was no free month. I called customer service to find out what what was happening and rectify the situation. I provided my screenshots of the ******* and was told I dont get a free month because I was not able to pay for the month that the payment failed . I explained that on the app it showed my payment was not due until July 18 after accepting the Free month. While speaking to the lady, she was talking to her supervisor and I told her please wait to cancel my membership until I take this picture of the payment due. Why was in that process the supervisor canceled my membership which removed the payment due and I was not able to provide the screenshot showing the next payment. I asked for the call to be escalated and was told that it could only be escalated to her and the supervisor. When I asked to speak to the supervisor, she said nobody was available and she would put me on the escalation list That she previously said did not exist . All I wanted was my free month as offered in between the months so that when I could afford to pay it, that would Be able to continue my membership. The call ended without a solution, my membership canceled by the supervisor, and the call center representative not knowing the escalation process that exists for quick quack.

  Business Response

  Date: 04/22/2025

  Our records show that this customer was assisted with their account and continued their membership.  We apologize for any frustration and hope to better serve you in the future. 

• Initial Complaint

  Date:06/21/2024

  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.

  Quiero reportar a quick quak car wash por dao a mi vehculo el manager de dicha lugar qued en llamar y an no lo hace,desde junio 8/24 no resuelven el problema pido que se cubran los gastos de reparacin

  Business Response

  Date: 04/22/2025

  We are sorry that you had an unsatisfactory experience and disagree with the outcome of your claim, but as we explained, the marks on your vehicle are not consistent with anything that could have been caused by our wraps.   At Quick Quack, we use the latest technology and a brushless system utilizing a combination of soft-cloth and neoprene foam (scuba suit material) in order to be safer on your cars finish. In the rare case that wraps in the wash were to damage a vehicle, the pattern of damage would be expected to follow very specific patterns matching the motion and action of the equipment used. In the rare case of damage, it would appear as short repeating linear marks along the full length of the vehicle along the path of the wrap. Unfortunately, the damage on your vehicle was not consistent with how our wraps move along the vehicle and presented in a direction that our wraps do not move on that area of the vehicle.  We apologize for any frustration, but we cannot accept responsibility for damage that was not caused by the wash.

• Initial Complaint

  Date:06/20/2024

  Type:Sales and Advertising 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 march 8th of this year i went through the car wash and they were pushing cars in one after the other without the proper space needed for a safe distance in case something malfunctioned. While already being in nuetral my car was in the control of the automated movement of the belt pushing the car forward. The car in front of me stopped moving forward and my car was coming right at him getting closer second by second. My car is equipped with sensors and has the capability of stopping incase i dont to avoid hitting whatever is in front or back of me if its rolling into something. This caused my car to stop in place and not collide with the car that was supposed to be moving forward but was stuck in place. Due to this the car behind me kept getting pushed into mine which was not standing in place too. After the fact they stopped the automated system and the guy in front of me noticed he had no damage and drove away. They made an incident report and said they would be in contact. I did not get the insurance of the person behind me because they too were in neutral and had no ability to stop before colliding with the back of my car. I believed we would reach a resolution after reviewing the camera footage and seeing what went wrong and where. Ive been in contact with the customer service of ****************** ever since and they keep telling me the incident team will be reaching out to me and it is now june 20th. To this day i have not received any calls or any other way of contact from them. Now Im driving with damages to my car and no video or explanation of what happened. I need the insurance information of quick quack so i can file a claim and get my car repaired and get the peace of mind i deserve. They kept lying about someone getting in contact with me. Im not happy about this and their negligence of pushing cars too close to eachother and not stopping the belt from pushing cars into eachother when one of the cars stops moving has caused this incident.

  Business Response

  Date: 05/05/2025

  Hello Kirill ********* apologize for any frustration you have experienced. Our team did a thorough investigate of this incident at the time.  The footage shows that there was no malfunction to cause or contribute to this incident.  The footage also shows that every vehicle was loaded properly and safely with multiple rollers between each vehicle which when the safety instructions are followed will allow all vehicles to safely travel through the wash without incident.  

  It was claimed that the car in front of you stopped, however the footage shows that the vehicle that entered the wash before yours went into the car wash at 3:18:19pm; then your vehicles follows at 3:19:10pm, this is 51 seconds later and nearly half a wash cycle.  When your vehicle stopped in the car wash - towards the end of your wash cycle, there were no vehicles ahead of you. The vehicle that was loaded behind you was loaded correctly and safely spaced. 
  
  The footage shows your vehicle stop moving prior to getting to the tire shine; based on the video and the claim that your vehicle is equipped with sensors which caused you to stop does not make sense as there was not a car directly in front of you for your sensors to detect.  In reviewing the video, the track continues to move forward however the customer's rear wheels are not locked and not turning which means your vehicle was not in neutral as directed.  

  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 wash did not malfunction in any way during your visit and the damage caused was due to driver error.

  Like any traffic incident, the driver whose actions caused the incident would be responsible for all damages.  Our team always assists customers in exchanging information and will always provide the insurance companies with all the information needed to hold the correct party responsible. Unfortunately, we cannot accept responsibility for damage that was not caused by the wash.  We wish you the best.

• Initial Complaint

  Date:06/15/2024

  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 went to quick quack car wash and pulled in to the membership line and was let in and when I was inside the car wash I noticed a noise on the driver side of the car and didnt think anything of it but then when I got out of the car when I started to vacuum it I noticed a scratch on the side.

  Business Response

  Date: 05/05/2025

  Hello ***** -

  We have searched the records we have available by the limited information provided in this complaint.  We cannot find a membership tied to this phone number or email.  We have no record of any phone calls or emails to our customer care from this phone number or email.  The complaint did not include any information regarding which location or the license plate of the vehicle so we can search through past incident reports for any information regarding this complaint.  

  We are committed to always doing everything possible to ensure the safety of every vehicle that travels through our wash. Quick Quack Car Washs systems are brushless and utilize a combination of soft-cloth and neoprene foam (scuba suit material) in order to be safer on your cars finish.  We wash hundreds of vehicles each day without incident, but in the rare case of damage, we always thoroughly investigate each claim and work with our customer for a resolution.  If a claim was not filed, we would not be able to provide any information regarding this incident. 

  If you would like to speak with a store leader regarding your experience please send your contact information with the license plate of the vehicle and which location this occurred at to ****************************** and we will do what we can to assist you.  We apologize for any frustration and hope to better serve you in the future.  

• Initial Complaint

  Date:06/12/2024

  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 May 30,2024 as I pulled up to the entrance of the car wash that Ive been using for 3 years, I noticed that they had replaced the brushes. Upon going through the wash cycle I heard something being ripped from my car. I obtained a incident report in regards to the housing or spoiler that holds the rear brake light, was ripped off of my roof. The car wash refused to replace it, citing that my car was beyond their 5 year stipulation which isnt posted anywhere on the property. I posted this on ******** to which many complaints arose.

  Business Response

  Date: 05/05/2025

  Hello ***** -

  We are sorry that you had an unsatisfactory experience and disagree with the outcome of your claim.   We do have our damage policy signage posted in multiple areas throughout our location including at the cashier checkin, and on the exterior wall of the entrance to our wash tunnel, and our vacuum area.   By proceeding into the wash you do agree to this clearly posted policy.

   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. This claim was denied because the vehicle is over 5 years old which may have been the leading cause as to why this incident occurred. Over time, through normal wear and tear, parts become less secure and are more easily removed.  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 the age of the vehicle and is advised by our signage before you enter the wash.  We apologize for any frustration you have experienced and wish you the best.