Complaints

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:07/08/2024

  Type:Service or Repair 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.

  I picked up my new Porsche Macan in February 2024. On April 13, 2024, IT WAS SEVERELY DAMAGED BY THE AUTOMATED CAR WASH AT TIDAL WAVE AUTO SPA LEADING TO MORE THAN $18,000 IN DAMAGE and rental expenses exceeding $1,500 for the 8 weeks my car was in the shop. The entire accident was captured on video. After being extremely rude and aggressive to my father and I when we first exited the wash tunnel and showed the attendants on duty the damage, the Car Wash manager eventually had me fill out my information on a Tidal Wave accident report, after the police arrived on the scene. No one from the car wash or their corporate office has sense contacted me to apologize, attempt to remedy the situation, or provide a copy of the report. They also refused to provide the police officer on the scene and myself with any contact information or details of their insurance policy, claiming that someone from their office would be in touch with me. TO THIS DAY NO ONE HAS REACHED OUT. My insurance company has attempted repeatedly to recover the cost of damages to my vehicle and rental car expenses occurred from the car wash and they continue to refuse to provide any insurance or contact information. The debt has now been sent to collections against Tidal Wave by my insurance carrier, but I am still responsible for my insurance deductible unless all the expenses are recovered. Tidal Wave has also yet to offer to refund the $21 car wash that I purchased. At a minimum, Tidal Wave should communicate some sort of formal apology to me for the way that they have handled the accident and reimburse my insurance company for the damages and expenses that their car wash caused. It is absolutely mind blowing that someone could have so much damage done to their car from an automated car wash, and the car wash not be held responsible or feel any sort of obligation to remedy the situation. I would HIGHLY RECCOMEND AGAINST VISITING ANY TIDAL WAVE AUTO SPA LOCATION.

• Initial Complaint

  Date:04/25/2024

  Type:Service or Repair 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.

  I purchase my vehicle on the 15th of March 2024 . Onthe 18th of March I went to the Tidal wave auto spa in ****** due to he heavy pollen dust on my vehicle. The attendant at the machine told me that if I purchase the $12 wash I would get a whole month of unlimited wash. This was a special going on at the moment. I went back on the 3/20, 3/22, 3/25. After each wash you have to dry and vacuum the vehicle. On the 25th of March I noticed a few light scratches.i have been using Tidal auto spa for over 5 years. I have used the Buford branch previously and I had no issues. So I went to that branch on 3/28, 3/29 and 4/4/2024 @ 1230. After the wash I was drying the vehicle and I noticed my driver side rear rim was damaged. I went to the manager and he told me that his video shows that I came in there with the wheel already damaged. The damage wheel is on the side of the rail and it is my rear wheel. It is damaged in two places. He refused to take ownership of the damaged wheel. I have only had the vehicle two weeks and I have only went to Tidal Wave Auto Spa two locations. I have a picture of my vehicle that was taken on the 3rd of April a day before I went and does not show any damage to my wheel. The only reason why I went so many times, was due to the pollen. The damage came from the device that pushes the vehicle. The attendant activated it while my rear wheel was not passed the point. It truly hurts deep inside that I only have the vehicle 2 weeks and my vehicle is damaged, and the people who did it will not own up to it. On the 4th I called the main office to complain and I was told that the manager has to make the decision. If it did not happen on the 4th. It happened on one of my prior visits. I asked her to remove my credit card b/c I will not be returning if my vehicle will be damaged.

• Initial Complaint

  Date:03/30/2024

  Type:Service or Repair 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.

  My wife and I went to place of business on 3/30/24 to get our car washed. When asked which service (wash) we wanted, we were told that they were having a special and we could come back once per day for the next 30 days. We picked the $26 ***********. The receipt says that we will be charged $44.97 per month for a monthly plan. We were never told anything about a monthly plan and cancelled it that evening.

• Initial Complaint

  Date:03/14/2024

  Type:Service or Repair 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.

  On Sunday March 10, 2024 I took my truck to be washed. My truck is a 2023 Silverado 1500 with only 8k miles on it. I bought it new. While my truck was going through their automated wash, my passenger side mirror was pulled off and broken. There was nothing wrong with it beforehand. The onsite manager documented it and he and I watched their video showing it being broken during the wash. I was told someone would get back with me which of course, no one did.I called today to find out the status and was basically told by someone there that it was my problem and that they didn't damage it, I must have done it before bringing it to the wash which it definitely not true. The dealer had to replace the mirror at a cost to me of over $500 that they should have made right. This is not right nor how you should treat customers in your community. You know you broke it, you should just make it right. That's all I was asking. Didn't even refund the car wash. Buyers needs to stay away from this place.

• Initial Complaint

  Date:03/05/2024

  Type:Service or Repair 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.

  My daughter and 3 yr old granddaughter went to this car wash on Saturday March 2,2024. Upon exiting car and parking at vacuums her check engine light came was her and told her she had ZERO air pressure. Upon examination she found out the valve stem had been ripped completely out of the tire (it didnt break it was gone) they did a walk through and supposedly couldnt even find it. She called me which I just happened to be in town visiting and I got a ride there because they had told her they werent going to help her nor refund her money so she was stuck there. When I arrived, I went and spoke with site manager *********************************. He couldnt even keep his story straight. He stated due to it being an after market valve stem they were not responsible. However, as you know, anything is aftermarket after you drive off the lot when its brand new and you change it. Example, having to change the tires. This becomes all aftermarket. This is what she drove off the lot from dealership. After about a 10 minute conversation of him saying he couldnt and wouldnt do anything I was done. I had also asked him if he had called anyone higher up in the company, an he tried saying there was no one higher than him. I said unless you own company someone is higher than you. Then he said well I called my brother. (Doesnt work for company, he is a mechanic). I said what good is that. I asked him how he could leave a young woman and child stranded and alone. He said we didnt leave her alone, there are lots of people here. He was very condescending and lied multiple times which I caught each time. One young gentleman that worked there was going to change it for her (*******) and ********* told him not to even help her at all and get back to work. Honestly, I have never been so angry in my life!!! So definitely out of character for me. Im just glad I was in town to support her. ( not entire conversation and she was told to take pictures by *********, so he knew they were in the wrong!!!

• Initial Complaint

  Date:05/31/2023

  Type:Service or Repair 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.

  Drove by Tidal wave auto spa in *************** a few weeks ago to wash my vehicle. The attendant at the pay station told me that they were running a $9.99 unlimited deal for the whole month without giving further details and hence gave me the impression that I was getting a great deal and saving. I couldnt resist such wonderfully sounding deal so even went home to bring my other vehicle and buy a $9.99 deal for it too. To my utter astonishment, come May 26th 23, they recharge my bank card for $49.99 twice, not even $9.99 as was the initial. I called them to find out why am I incurring these ************** said its to renew the unlimited deal though without my consent. They say this was written on the fine print on the receipt I got initially &. since I didnt call them to cancel within 7 days, they would do this. They refused to refund me & instead forced the charges on me & said u have until 6/27/23 to wash your vehicles!!!

• Initial Complaint

  Date:03/04/2023

  Type:Service or Repair 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.

  This business blatantly practices false advertising and deception. Every inch of their website and locations are plastered with an advertised unlimited plan for a monthly. They are not unlimited by no stretch of the definition. They do not offer any form of unlimited plan. I normally visit on weekends, I went early in the morning and ran some errands, picking up mulch from ********** I had a spill so decided I would go back to use the Vacuums and air blower to clean it up. At the gate, I was told it would be $30 which I had no choice but to pay or sit there for eternity. After waiting for nearly 30 mins I was told "You are LIMITED to one wash per day". I never agreed for a monthly charge for a "once a day plan", I only agreed to am unlimited plan. I feel they have been fraudulently charging me monthly for a plan I didn't agree too. The plan I agreed to and is still currently advertised is not something they even offer.I ask them to change their marketing to reflect the plans they actually offer. Currently they are charging potentially thousands of customers under false pretenses with a plan they do not offer.

• Initial Complaint

  Date:02/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 1st I took my brand new car to be washed. Once in the wash it was clear something was wrong. It was bumpy and felt off. My car was kicked off the track and slammed sideways into the car wash. The wash continued to run continuously damaging my vehicle. My brother had to use his **** to safely get us out as no one came to our aid. After the event no one of any type of authoritative role came to check. No reports will filled or made. A lower level employee say how distraught I was and reassured me they must take care of people as this is not an isolated incident it happens 10+ times a year thats almost once a month. Ive been on a wild *********** to try and get the $1,600 in cosmetic damage repaired to no avail, no one in this company cares to do the right thing and resolve the damages caused.

  Business Response

  Date: 02/22/2023

  We are gathering the latest information on this claim and will respond as soon as possible with the most up to date information on the claim. 

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 19344402
  
  I am rejecting this response because: it is not any type of resolution, just more push off 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/23/2023

  After reviewing the investigation notes and speaking with our team, I show it was concluded Tidal Wave was not at fault in the damage to the vehicle for the following reasons. After entering the tunnel but before reaching the brushes the vehicle wheels began turning. There was not anything which could have caused the vehicle to turn outside of the car. Although, I understand damage to a vehicle is very frustrating Tidal Wave Auto Spa cannot be held liable to these concerns. The Tidal Wave team has done their due diligence to look into the concerns and address with the customer. 

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 19344402
  
  I am rejecting this response because: my car was NEVER put on the track correctly and doomed from the start. It was bumpy and rocking and never done correctly. I will not accept anything less than the business taking responsibility for their negligence. It was dangerous and extremely frightening for the people in the vehicle. They never force stopped the wash even after the attendant noticed things had gone wrong. This is a safety issue. And we were left to rescue ourselves. This is not an isolated incident. The employees owned up how frequent this happens 
  
  Sincerely,
  
  ***************************