Complaints

This profile includes complaints for Cobblestone Auto Spa's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cobblestone Auto Spa

  Oakbrook Terrace, IL 60181-4743

  
• 

  Cobblestone Auto Spa

  1530 East Baseline Road Phoenix, AZ 85042

  
• 

  Cobblestone Auto Spa

  1555 W Warner Rd Gilbert, AZ 85233-7042

  
• 

  Cobblestone Auto Spa

  1825 W Happy Valley Rd Phoenix, AZ 85085-0646

  
• 

  Cobblestone Auto Spa

  1920 S Alma School Rd Mesa, AZ 85210-3034

  

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:06/18/2025

  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.

  Approximately 18 months ago I went to the Cobblestone ****- ********* and ***** location for a car wash. I use this instillation about every 4 to 6 weeks for only one car. I routinely only purchase the $11.00 car wash. Their employee at the time, his name is *****-an older and pleasant gentleman, talked me into trying their ONE MONTH all you can use washes for $20.00. At NO time did he indicate this was to be a recurring monthly contract type charge. There was no monthly recurrence of the this wash program contract remotely stated or implied by *****.Since I use your car wash, as noted, about once a month I did not notice the recurring $20.00 dollar charge. Subsequently I cancelled that card for other fraudulent billing. I used your car wash again with a different card for an $11 dollar car wash, again about once a month. I recently checked this card, which I use only sparingly and I found that they were still now billing me $21.00 a month. Never did I purchase a $21.00 dollar car wash. On closer review I had several months of the $21 dollar charge and the $11 dollar charge. These entire 20 and *********************************************************************************************************************** written context. I there for demand repayment of these charges which are is $220 on the first card and $231 on the other card. There are several months that I was charged both the 20 and the 21 dollar amounts. This is not simple buyer beware This is a fraudulent system without any written or implied authorization from me.

  

  Business Response

  Date: 07/02/2025

  Thank you for reaching out and sharing your concerns. We have forwarded your complaint and contact information to our Retention Team for further assistance. You can expect a follow-up from them within 2-3 business days to help resolve this matter.

  
  We appreciate your patience and the opportunity to make this right!

• Initial Complaint

  Date:06/16/2025

  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 signed up for the ongoing carwash service in 2024 and moved to ******** in 09/2024. canceled by going by the location and the website. My CC advised me that they have continued to charge from October 2024 to May 2025. I specifically told them that I was canceling BEFORE I left AZ IN 09/2024. SEVERAL WEEKS AND SEVERAL EMAILS INDICATE THEY WERE GOING TO REFUND THE ******. THEN I REC'D AN EMAIL SAYING IT WAS REDUCED TO 126. I AM ENTITLED TO THE FULL REFUND OF ALL THE MONTHS POST SEPT 2024 THAT I WAS CHARGED ON THE CREDIT CARD.

  

  Business Response

  Date: 06/30/2025

  Thank you so much for taking the time to bring this to our attention, and we sincerely apologize for the frustration.We have sent your complaint info to our retention team to reach out to you as soon as possible. Please allow 2-3 business days to hear from them. Thank you for the opportunity to make this right!

• Initial Complaint

  Date:06/09/2025

  Type:Customer Service 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 Sunday, 6/8/25 around 12 noon, Cobblestone Auto Spa, Warner/******* held me hostage. I went for a quick basic wash, $11. The kid swiped my card and asked if I wanted a membership. I told him I did not, just the basic wash. He charges my card for $16 then won't let me pass through the gate. He goes and stands by it instead...and he said, 'respect goes both ways.' He would not let me pass until I bought his membership. I said again, I'm not interested. I said 'give me my card back.' He did but refused to let me pass through the gate. .The lanes are empty. I asked him who his boss is, he said his name is ** and he's the manager of the place. The only way I could escape was to back out, which I did. These are hard sales tactics that can escalate quickly if they aren't tempered. I never got my car wash, and I understand other locations are doing the same thing. Next time I'll be calling the police while in the lane, not backing up.

  

  Business Response

  Date: 06/23/2025

  Thank you for taking the time to share your experience with us. We are truly sorry to hear about what occurred during your visit. We take feedback like this very seriously and understand how upsetting and uncomfortable this situation must have been for you. We want to assure you that your comments have been escalated to our ************************ for immediate review. Weve also provided them with the contact information included in your complaint so they can follow up with you directly to discuss this matter further and address your concerns. At Cobblestone, we are committed to providing a respectful and professional experience for every guest, and we do not take these types of reports lightly. We appreciate you bringing this to our attention and giving us the opportunity to look into it further!

• Initial Complaint

  Date:06/08/2025

  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 auto spa to get a car wash and was told by an attendant that my car could proceed with roof rails installed and that they would turn top rollers off to not damage my car. When i went through the wash they did not turn the rollers off which resulted in the roof bar of my car being ripped off. Staff did not notice this happening and when I parked I realized the bar was missing. Staff went into the wash to find the bar. I went to file a claim with the manager on site who instructed me to contact their corporate office and gave me their phone number. Staff onsite did not provide any further assistance. I called the corporate office 4 times and left a voicemail each time. I emailed them from their website twice, and only received one email stating that the car wash site needs to conduct an inspection at the time of the incident (which the manager on site did not indicate was part of the process). I emailed back stating that an inspection was not done per the managers response. It will be one week since this email on Monday June 9. I have to get my roof bar professionally reinstalled (if it is not broken from the wash). I am looking to have the car wash compensate me for this installation as their negligence resulted in the incident. My roof bar is damaged from their machines. I am also concerned with the safety at the car wash as no staff on site noticed a piece of a vehicle being removed from the vehicle and laying on the path other cars were proceeding though. I would like to see a resolution to this incident as their lack of communication and notice to safety is alarming. 

  

  Business Response

  Date: 06/23/2025

  Thank you for bringing this to our attention. We're truly sorry to hear about your recent experience and understand how frustrating and concerning this situation must be.
  Please know that we take incidents like this seriously, especially when it involves customer safety and property concerns. We appreciate you reaching out and providing such a detailed account, and we want to ensure your concerns are properly reviewed.
  To best assist you and move forward with a full investigation, we kindly ask that you confirm the location where this occurred. Once we have that information, we can direct your claim to the appropriate management team for review and follow-up.
  We appreciate your patience and the opportunity to look into this further.

  Customer Answer

  Date: 06/26/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:06/07/2025

  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 initially visited Cobblestone Auto Spa on 3/31/25. I returned for a second car was on 4/19/25. I noticed this time the attendant had a hand-held device which he was keying information in to. He also scanned by debit card, and I think it was then that he captured the information from my debit card.I have seen other complaints mention auto payments for an auto re-occurring program. I want to be clear that this was not the case here. At NO TIME was a program offered for unlimited car washes or automatic payments. If they allege this, it is a bold-faced lie as there are no documents, digital or in paper form with my initials, signature, affirmation which would indicate I agreed to a program other than a one-time car ******* recently reviewing my bank statements I noticed debit transactions on 4/30/25 ($35), 5/21/25 ($40), 5/30/25 ($35). All three of these transactions were submitted without my knowledge or consent and are theft (fraud).Saturday, May 31st I visited the store with the intent of speaking with the manager to resolve the fraudulent transactions. I had not visited their store on 4/30, 5/21, 5/30, let alone purchased anything with my debit card. I was rebuffed by the two cashiers stating there was not a manager on duty. I was given a phone number to their "corporate office" where I called twice to leave a message. *** returned my call, and her message was that she was "*** from Cobblestone Auto Spa". Weirdly, that is all she would say, not engaging my attempted at communication at all. I gave up after the second call when she hung up.I was able to cancel my debit card and have a new card issued to replace it. I was told by a *********** Information Officer that is more of a civil issue than criminal but if I find out what specific person is running the charges it changes everything. 

  

  Business Response

  Date: 06/23/2025

  We appreciate you taking proactive steps to protect your account and are glad to hear you've been able to stop any further charges. Please know that we take matters like this very seriously and would like the opportunity to investigate this further. To proceed with a full review, we kindly ask that you confirm which Cobblestone Auto Spa location you visited to help us direct your concern to the appropriate management team for further investigation and support.  Once we have the location details, our team will promptly begin reviewing this matter and follow up accordingly.

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23439652
  
  I am rejecting this response because:
  

  Business is asking for which Cobblestone Auto Spa I visited.  The Cobblestone Auto Spa I visited and where this occurred is:  *********************************************************************
  

  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 07/11/2025

  Thank you for sharing the details of your visits and the unexpected charges you noticed on your debit card. We understand how concerning this situation is and take your feedback seriously. Your comments have been forwarded to our retention team, who will contact you directly to discuss and assist further. We appreciate your patience as we work to address your concerns.

• Initial Complaint

  Date:06/02/2025

  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.

  This incident occurred at ************ Cobblestone Car Wash on 5/25 which resulted in damage to the front bumper of my vehicle.Vehicle details: Make: Black ***** Odyssey Number: 27A 1DW As per the posted instructions, I placed my car in neutral, kept my hands off the wheel, and let the system guide the vehicle forward. Shortly after entering, the car veered right and struck part of the equipment. I was not steering or accelerating, my vehicle was fully under the systems control at the time of impact.I want to note that I have a monthly pass for two vehicles and such an incident has not occurred in all these years. At the site, an incident report was taken but I was too shaken to provide a full account. I have since documented the damage with photographs and obtained repair quotes around $1500.I spoke with the locations operations manager, who informed me that he reviewed the footage and believes an attempt was made to stop me and I did not respond. However, I want to express my concern with this assessment. As a customer inside the tunnel, with my car in neutral and the system actively pulling the vehicle forward, I was not in a position to stop even if I had understood what was being signaled. I believe this raises an important question about the expectations placed on customers in what is supposed to be a fully automatic experience.

  

  Business Response

  Date: 06/17/2025

  Thank you for reaching out and taking the time to share the details of your experience.  We appreciate your patience and want to assure you that your comments have been shared with the appropriate team for further review. They will be following up to provide additional clarity regarding the damage claim and the circumstances you described.
  We value your feedback and the opportunity to look into this matter more thoroughly. Thank you again for bringing it to our attention.

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23410185
  
  I am rejecting this response because: 
  
  There was no response from the business. They only mentioned they have forwarded it to the relevant team without providing timelines or resolution options. 
  
  
  Sincerely,
  
  ***** ***********

  

  Business Response

  Date: 07/08/2025

  We apologize for not setting up clear expectation s regarding wait time and have followed up with the teams district supervisor to ensure a follow up is made before end of business day 7/10!

• Initial Complaint

  Date:05/27/2025

  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.

  Car Damage occurred 3/15/2025 5 pm , 3/16/2025 called main customer service 800 to report at 6:45 am - told to visit site 3/17/2025 Received body shop estimate and filed complaint at location C34 accepted by Manager ****** **** 4/4 First Escalation 4/15 3rd Escalation - left vehicle at site for overnight repair - unable to complete task Provided National Corporate Phone Number ************.Left Messages once a week until current 5/27/2025 - no response Sent email with no response. 

  

  Business Response

  Date: 06/11/2025

  Thank you for reaching out and sharing your experience we completely understand how frustrating and disappointing this has been, especially given the lack of follow-up after multiple attempts on your part.
  Well ensure its brought to the attention of the right people as quickly as possible to provide a follow up on the status of the damage claim and clarity is provided.

• Initial Complaint

  Date:05/08/2025

  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.

  On 5/8 I went to Cobblestone to get my car washed. At the gate, I was given 1-2 seconds to put my car in neutral but I couldn't get it into neutral fast enough before my car was pushed through the system so it had soap all over it when I pulled out. I tried to go back in and explain what happened and the told me it was my problem and that I couldn't go through again. I explained that I did my best to put it into neutral but I didn't have enough time and they said, "too bad" so I had to leave with soap all over my car. I am a payment member with a Fast Pass with unlimited membership, which I have now cancelled. I would like my money back. He said they won't do it.

  

  Business Response

  Date: 05/27/2025

  Thank you for taking the time to bring this to our attention. We apologize for the lack of consistency and clarity you received in your recent visit, and we'd love the opportunity to make this right! We have sent your information provided to the retention team to further assist and they will reach out within no more than 2-3 business days. We want to ensure we are always providing quality experiences, and it is important to know when a site has areas of opportunity. Could you provide the address of the Cobblestone location that the incident occurred at? That way we can ensure proper corrections and training can be made to ensure this doesn't happen in the future. Thank you!

• Initial Complaint

  Date:05/08/2025

  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.

  I cancelled my membership on 04/25 I received a conformation email stating my membership has been cancelled and I can use my washes until 04/25 I was charged on 04/26 for $39 for the month May. I discontinued using the was because the email I received stated that my wash ended on 425 I called the company asked for a refund of the $39. They told me they couldnt do that and now I can wash up until May 25. I dont wanna wash up until May 25. I want my $39 back. Whos to say that in May they charge me again on May 25 for another $39. Say oh you can use it till June no I canceled April 25. I want my moneyback. They refuse to give me my money back. 

  

  Business Response

  Date: 05/26/2025

  Thank you so much for taking the time to bring this to our attention, and we sincerely apologize for the frustration.We have sent your complaint info to our retention team to reach out to you as soon as possible. Please allow 2-3 business days to hear from them. Thank you for the opportunity to make this right!

  Customer Answer

  Date: 06/04/2025

  Complaint: 23305370
  
  I am rejecting this response because: The business has not reached out to me so this claim is not resolved.
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 06/13/2025

  We apologize for the unexpected delay and have reached out to management to ensure this is completed no later than end of business day on 6/16!

• Initial Complaint

  Date:05/06/2025

  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 March 5th, I used the automated carwash at Cobblestone. There is a PDF attachment with the full detail of explanation that I was asked by the business to send to their reviews department but I never received any sort of response after almost 2 months of waiting. I also included screenshots of the ****** review I left them which also included their own response stating that they wanted me to contact their reviews department via email. During the automated carwash, their machines damaged the passenger side mirror of my vehicle due to the force of their cleaning threads during the automated process. As explained in my email attached, the vertical, heavy cloth cleaning apparatus first whipped my passenger mirror for standard position inward toward the car which seemed fine and did not cause any damage. When we approached the 2nd vertical cleaning apparatus, this time is forcefully whipped my mirror the opposite director, past is standard set point to where my co-passenger and I could physically see the exterior portion of the mirror from the front windshield while sitting in the vehicle. As we looked closer before exiting the carwash, it was very obvious that the 2nd vertical apparatus has forcibly hit the mirror so hard that it not only cause it to do a 180 degree turn, but also popped the whole mirror off it's bracket and was only holding on by the electrical cords. When we got out of the auto wash, you can clearly see the mirror in an unnatural position. I went to park my vehicle right away and grab management on staff. Management came out and viewed the mirror while taking a report with an additional picture. The manager looking at the ****** herself also stated that the mirror was clearly broken off the bracket as we had attempted to see if it would simply pop back on. A few days later the manager called to tell me they were not responsible for the damage. Please see the email response I gave cobblestone at their request which included ways to verify damage. 

  

  Business Response

  Date: 05/26/2025

  Thank you for taking the time to share your experience with us. We understand how concerning and frustrating this situation must have been, and we appreciate your patience while awaiting a response. Please rest assured that we have received your detailed message and attachments, informed the appropriate management teams, and we are reaching out to you directly via the email address you provided to continue the conversation with the team.
  

  Our goal is always to provide clarity and support, and we appreciate the opportunity to further review and address your concerns.
  

  We appreciate the opportunity to investigate this further and look forward to chatting further!

   

  Thank you,

  Customer Answer

  Date: 06/04/2025

  Complaint: 23295975
  
  I am rejecting this response because: This case automatically closed as I did not provide a response due to the business still failing to reach out to me even after they provided the BBB a "Response." I have attached the email chain with the only response I received from the business on Monday, May 26th. I was informed that someone would be reaching out to me in 2 to 3 business days. I had not heard from anyone as of 6/2/25 and sent the business a follow-up attempt to contact. Today, while I was at work, I did receive two calls from the local Cobblestone where the incident occurred. The first call was at 12:41pm MST in which a voicemail from ***** was left on my phone and then again a 2nd call was received at 2:12pm MST in which I was still unable to take the call due to work commitments. I did attempt to call back at 2:56pm but was only able to leave a voicemail on the ************ telephone number I first received a call and voicemail from. I have attached the voicemail and email chain for reference, but the business has failed to reach out with any resolutions. Thank you. 
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 06/19/2025

  Customer had attempted contact form our site manager on 6/3 in an attempt to provide clarity on the denial of the damage claim. If you were not able to get back in touch with the site manager please confirm via the email chain communication from our customer service team mentioning the manager was reaching out and we will get you back in contact with them!

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23295975
  
  I am rejecting this response because:

  The local manager has finally gotten in touch with me. I already had gone to replace the mirror myself at my local dealership and paid for the repair myself since I had already waited over 3 months for any sort of response from the business. The local ** had me send him the final invoice from the ***** dealership. This contact and follow-up finally occurred on June 10th. By June 17th, I had not received any additional follow-up so I did another outreach to ask for status. On the 18th, ****** called me to inform me that they are not claiming responsibility for the damage their machines caused to my vehicle for the reason of "we have a sign posted." I have no idea where this sign is posted nor did I ever sign an agreement to potential damages that could occur to my vehicle when I set up for my monthly membership. I informed him that I understand their decision for trying to avoid responsibility but that I do not accept their response. After review of laws here in ******** and liability of such businesses, it appears that my next step will be to summon this business into court for repayment of damages in addition to other fee's incurred for the court filing.

  I am attaching my final repair invoice to show the final cost incurred to myself for the damages done to my vehicle by Cobblestone Carwash. 

  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 07/10/2025

  Thank you for bringing this matter to our attention. After reviewing the incident and our site surveillance, we found that the damage in question falls under areas specifically covered by our posted disclaimers. These disclaimers are clearly displayed on-site and outline conditions for which we cannot accept liability.
  We always strive to provide a safe and positive experience, and we regret any inconvenience this has caused. If you have further questions, our site manager will be happy to discuss them.