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:06/13/2024

  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 husband and I have been members of *****'s Car Wash in ****** since 2019 and have been very satisfied. We visited the ******** location for the first time on June 1st, 2024. Immediately following the car wash, we noticed significant scratches on both sides of our vehicle. We immediately went back to the location to report the incident. A very helpful young man assisted with taking several pictures and even acknowledged it was obvious the scratches were from the car wash. We were assured the Manager (****) would be contacting us the next day (Sunday). We waited until Wednesday to contact the location and were still unable to speak with the manager at that time. Thursday, my husband called the location again and requested to wait on hold until **** was available. He was then hung up on. My husband called back multiple times as each time the call was ignored. **** finally answered the 3rd time and told my husband he was harassing his employees said he was busy and was going to deny the claim. Because my husband was unable to get a resolution with ****, I posted a ****** review as well as sent a message to Tommys on ********* The response I got back was that they were not going to work with me because of an alleged threat my husband made to ****. There appears to be a miscommunication between **** and my husband which is why I am attempting to resolve the issue myself with the owner and not ****. I would like to work with the owner directly to resolve the situation.

  Business Response

  Date: 06/23/2024

  Our car wash averages 500 hundred cars per day so each day there are many issues that arise. I have spoken to my employee and there is no way he told them I'd be calling on Sunday as I never do anything like that on Sundays. The employee made a claim report which I reviewed on our computers. There were not significant scratches, in fact, it was hard to see any scratches at all. That week we had our corporate audit which we spent much of Monday and Tuesday preparing for and making repairs on small, broken things in the was as well as cleaning up a few messes, everything concerning minor claims was put on hold as this is non stop hands-on work taking place to prepare the wash. On Wednesday we had the audit where I spent all morning with the agent reviewing the wash and answering questions. That afternoon ****************** called as I was literally soaked in water and soap in the back fixing a new leak that had sprung up (the wash doesn't care what we have going on it needs constant maintenance). ****************** was told I was doing a repair and he could wait for me to call him back or sit on hold. No one hung up on him. He hung up and kept calling back until finally one of the employees, upset, came and told me a guy was calling over and over. I left the leak to leak all over the floor and came up to speak to him. From the get go he was combative. He told me he demanded a repair. I said I'd need to see the vehicle in person because the photos weren't consistent to the type of damage we see in the wash. He told me he was in ********** and would never bring the car back. I told him that based on the photos then I'll deny the claim. He got irate at this point, told me "I had something coming for me" "He had something coming my way" 

  Then he said "I'm going to come up there and kick your a** is what I'm gunna do" At that point I chuckled and told him to have a nice day and hung up. I am still waiting for whatever is "Coming my way" 

  I was willing to take a look at the tiny scratches and work with these people, but he clearly is a bit unhinged and once the threats were made I was under no obligation to deal with him further. It is very normal to want to see the vehicle in person although, based on the photos, It was surely a denial. We do not deal with people who make physical threats and threaten staff in any way. We were more than willing to work with ******************, however, once threats of violence were made, he omitted his right to any such privilege. 

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21840397
  
  I am rejecting this response because:

   

  The employee who assisted us with the claim did in fact tell us the manager would be calling us on Sunday. If it is not typical for you to contact customers on complaints on Sundays, I feel that is something that needs to be addressed with your staff, not us.Regardless, you never called us. My husband waited until Wednesday to reach out and you were still unavailable. I understand having a heavy workload; however,I am also in the customer service field and understand certain things take priority and often times we need to delegate to get everything accomplished. If your workload for the week was so full that you couldn't call us back, your staff could have let us know you wouldn't be available until a certain date.

  
  When my husband called on Wednesday, he was not told any details of what was keeping you busy, just simply that you were busy and would call us back by the end of the day. That never happened and he again had to follow up on Thursday. He did say he would wait on hold and yes, he was hung up on which is why he called back. The reason he called back several times is because someone was diverting/ignoring the phone call.  By the time you did finally speak with my husband, although I was not on the call, I am sure he was extremely frustrated. You stated, you are really busy doing other things and you are just going to deny this claim. Your tone and complete disregard for the delay as well as our claim would make anyone frustrated. Id like it to be known that I have asked the owner via ******** for a recording of this call to end the he said she said to no response. At the end of the day, regardless of how you treated my husband and how he treated you over the phone, it doesnt address the fact that my vehicle still has the scratches from your car wash.

  
  Asking us to drive back 4 hours for someone else to examine the damage yet again, seems like an unreasonable request. We have multiple *****'s locations in our area that we could stop in to instead.
  I would be happy to send you new pictures if the numerous photos your employee took are not sufficient. And yes, there are significant scratches on both sides of my vehicle. Being that your employee stated he could tell the scratches were from the car wash certainly go against your claim. I will give you the benefit of the doubt that you didn't see it in person and your employees' photos do not show the damage.

  I have also been in contact with my insurance company who stated that most auto shops will be able to tell when providing an estimate, that the scratches were from a car wash. I can easily stop into an auto body shop or a tommys closer to us.

  
  I am not interested in going back and forth on who said and did what any longer as our versions of the story are clearly not adding up. I would like to resolve this issue in a professional manner and hope that you can come to a reasonable solution as driving 4 hours is anything but reasonable. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/09/2024

  We are going to stand by our original response. ****************** was threatening and combative on the phone and once threats of violence were made it omits any consideration we'd give to this matter. 

• Initial Complaint

  Date:04/09/2024

  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.

  2/21/2024 I went to Tommys express car wash and when I was paying the at the customer window I was asked if I was interested in a free 30 trial. I specifically said no I dont want to have to cancel a subscription. He again pushed the trial and said you can sign up and I will immediately cancel it for you right now. Which means I get the trial and no worry from getting charged. I agreed and said only if Im not getting charged in a month. 30 days later I was charged for a subscription. I never even used any of the free car washes due to it doing a poor job. I called and complained and the person was very rude and said tough, store policy is not to provide reimbursements and basically hung up on me. Im guessing Im not the only one who has been scammed into signing up with this style of sales pitch. I dont usually get bothered by this sort of thing and just walk away but it felt strange how confident he was to just treat people that way as if its part of their strategy. Im just trying to help others avoid getting scammed. I paid $25.68 for the original car wash and was charged $46.00 for the subscription. I really dont even care I get reimbursed at this point I just wanted to share my experience and report bad business practices.

  Business Response

  Date: 04/29/2024

  We are disappointed this customer did not have a satisfactory experience with our wash, however we always provide each new subscriber with clear terms of service upon sign up. He would have received literature upon sign up illustrating how to sign up for our App where the account can be managed. Also, he would have received emails to the address provided letting him know that his trial would soon be ending. At the window we are trained to sell the memberships, however we are never pushy or dishonest. There isn't any way for me to refund at this point, but I will confirm that his membership is terminated and payment method is removed from the account. Again, I regret his bad experience, and I would love an opportunity to earn back the business down the road.