Complaints

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

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  Platinum Car Wash & Oil

  1161 Wolcott St Waterbury, CT 06705-1318

• 

  Platinum Car Wash & Oil

  97 Waterbury Rd Prospect, CT 06712-1223

• 

  Platinum Car Wash & Oil

  155 Pine Street Bristol, CT 06010

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:06/25/2025

  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.

  Good Morning. I'm contacting you and seeking some help in a matter that I've been dealing with for 4 months now. at Platinum Car Wash In ******* **. I have tried to contact the company multiple times now about this issue. They have been charging me for services that were previously CANCELED and when I go to look them up on their website it shows that nothing is in the system.. they couldn't even find anything when they put my name in.. I had to give the last 4 of my debit card that I had on file.. but I was still being charged for this $53.16 every 10th or 12th of the month It was coming out of my account.. every month I would try and contact someone about it. And got nowhere, I reached out again today about the issue as I was going through my bank statements again and seen the charge pop up again.. They finally called me back today and have refunded me THIS months charge but would NOT refund me the 3 months prior because it was past 30 DAYS...and to me that isn't right.. I had purchased a new vehicle (2005 ***** *** **** *******) back in MARCH that is not able to go through the car wash due to it having a big fiberglass spoiler on the back that I'm sure would break off in the process of the wash at this facility. I'm reaching out to you guys for a little light on the situation and hopefully help me because they don't seem to have a Corporate Office or number to contact anyone higher than the "manager" of the establishment. Thank you for your time.
  Have a great day!
  ******* ********

  Business Response

  Date: 06/25/2025

  Dear Mr. ********,
  
  
  First and foremost, please accept our sincerest apologies for the frustration and inconvenience you’ve experienced. This is completely unacceptable and not at all the standard of service we strive to uphold at Platinum Car Wash.
  
  
  What you’ve described does not reflect how we want to conduct ourselves as a business. You should not have had to go through months of unreturned contact attempts or confusion about your account. We take matters like this very seriously, and we’re truly sorry that your concerns were not properly addressed.
  
  
  To begin making this right, our Regional Manager will be personally reaching out to you to further review and resolve this situation. We want to ensure that you feel heard, respected, and valued as a customer, and we will do everything we can to rectify this issue—including revisiting the prior charges you mentioned.
  
  
  Thank you for bringing this to our attention. We appreciate your patience and the opportunity to make it right.
  
  
  Sincerely,
  The Platinum Car Wash Team
  *****************************
  ***** ********
  
  

• Initial Complaint

  Date:01/24/2025

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They are lying. There are three lanes that enter the one existing car washing area/bay/loading zone. The left lane is for non-members and where I was waiting for over 30 minutes. While waiting, cars kept going into the two right members lanes where those cars where allowed to cut the lines and stalling the non-members lane. They allowed one car from the non-members lane pass to like every 3 members cars. Had I known this, and which I figured out, I would have exited, but there are obstacles blocking the one exit and therefore trapping you, which I would also think is a fire violation. When I asked the young employee why this was happening, he said, "what do you mean, I didn't see anyone cutting," which really made me upset more than I already was. There are two main problems here. 1.  They are not allowing people an exit strategy if they change their mind. 2. They don't disclose that as a non-member they will be forced to wait while members take precedence, and on this day the members coming in was constant. I paid $20 in cash and was not given a receipt. I asked for the cheapest undercarriage wash and was not given a price but was given $30 back from a $50 bill with no receipt.  There is only one car washing bay where both members and nonmembers are funneled through. Their response makes it sound as though members have their own bay and own lane that doesn't affect the non-members. I also want my $20 back for their making me wait for over half an hour to pass through a 5-min car wash.
  
  
  
  Sincerely,
  
  
  
  ****** ****

  Business Response

  Date: 01/15/2025

  This response was taken verbally by BBB:

  This customer is not accurate - we do not have member and non member lines. There are full service and express line (this is just for outside wash). The full service lines take longer there is more service being provided to them. No one is being put ahead of anyone else. It is true once you are in any line you can not back out as there would be no way to do so. We sometimes have up to 30 cars in line at a time so it can be 20-30 minutes for full service. There is nothing accurate about this complaint.

  Business Response

  Date: 01/21/2025

  Our position remains as we again only have 2 lanes coming into the wash and we do not have any $20 washes. I believe this consumer has us mixed up with a different facility.

  Customer Answer

  Date: 01/23/2025

  Regarding my response, it is contained with the PDF attached here with photos as requested.
  

  ** ****
  

  Business Response

  Date: 01/24/2025

  Members pay a monthly fee for priority access of unlimited washes. You are welcome to become a member too. If you choose not to, you need to wait in line to talk to the cashier. You received the service you paid for, we’re sorry you came on a busy day where we had lines, but that does not constitute a refund or poor reviews. 

• Initial Complaint

  Date:03/07/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  They have been double billing me for the past 3 months. I was unable to cancel my membership online. Their website tells me my information can’t be found. A manager was supposed to reach out this past Monday in order to resolve the issue. I haven’t heard anything from them. I would like a refund of the erroneous charges.

• Initial Complaint

  Date:01/17/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Got one car wash one time and was billed monthly for 1 year. Resulting in late fees and tons of problems from that point on. The companies management team would not respond and now looking at this place I see this has been going on for quite some time. Looks as if your about as useless as tits on a bull.

• Initial Complaint

  Date:07/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to ******** business and used our ******** card. After that we recieved fraudulent notices of charges on our card. This same thing happened to a family member in same town, ********, about a year ago when your business refused to take cash.

  Business Response

  Date: 07/12/2023

  We have been an active business in this community for over 20 years without incident of fraud.  If you have proof of fraud, please take it up with the police, they will easily be able to see when and where fraudulent charges are happening and use cameras to see who is using your card #. To accuse us of something without proof and only an assumption can hurt our business and is the very definition of defamation. Please be a responsible consumer and handle this through the right channels, the police. 

• Initial Complaint

  Date:09/15/2022

  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.

  **** ***** <************************>
  4:10 PM (0 minutes ago)
  to ****
  
  9/6/2022
  
  $50.97
  
  Quality Service Oil Change and Car Wash
  
  Brought my car in for an Oil Change at Platinum Car Wash and Oil in ********** *********** on 9/6/2022. I was told the car was leaking transmission fluid by the girl that was doing my oil change but never had a transmission issue in my 3 years of owning the car or found any leaks in the driveway or anything that would indicate a transmission issue at all. She tried to "upsell me" to filing the transmission fluid. I told her I was all set, I believe she damaged the transmission drain plug or did not put it in she damaged my car because now I can not drive it and it is now having transmission issues. I called them today on September 14th to file a complaint and was hung up on they didn't even want to check their cameras and gave me attitude about it. Lets review the facts, I have a great running car which is well maintained and serviced, a commercial work van. I don't have any issues with the car in 3 years of owning it. I bring it there for an oil change and now suddenly I have a major transmission leak and the car is no longer able to drive. Please help me with this situation they are responsible and will not give me any info on the insurance provider or have done anything to solve the issue.
  

  Business Response

  Date: 09/15/2022

  ****, we are sorry you are in the situation you are in and we tried our best to let you know you had an issue with your high mileage vehicle. Upon arrival and part of our multipoint inspection, we noted that your transmission fluid was leaking. We brought you out and showed you the issue, which you recognized. We only performed an oil change and did not perform a transmission service. You then signed your receipt which noted that there was a pre-existing transmission leak. We’re sorry you are in the situation you are in, truly, but please don’t shoot the messenger.