Complaints
This profile includes complaints for Cobblestone Auto Spa's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 262 total complaints in the last 3 years.
- 93 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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 IssuesStatus: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 IssuesStatus: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 IssuesStatus: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 IssuesStatus: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.
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,
****** ****** 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.Initial Complaint
Date:06/07/2025
Type:Billing IssuesStatus: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: 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,
he 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.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 IssuesStatus: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: 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,
***** *********** 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.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 IssuesStatus: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 IssuesStatus: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 IssuesStatus: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: 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: 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!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!
Cobblestone Auto Spa is BBB Accredited.
This business has committed to upholding the BBB Standards for Trust.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.