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Business Profile

Car Wash

Cobblestone Auto Spa

Headquarters

Complaints

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

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Cobblestone Auto Spa has 82 locations, listed below.

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    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 Complaint

    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.

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    Complaint status

    Complaint type

    • 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.
      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,

      **** ********ysically 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,

      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.
    • Initial Complaint

      Date:04/17/2025

      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.

       
      Complaint: 23220157

      I am rejecting this response because:

      I have reached out to the location directly several times as outlined in my complaint. There has been no response whatsoever, and Cobblestone has not attempted to rectify the situation at all.

      Sincerely,

      ******* ******

      ****** provided on March 14th 2025. The estimate totaled $2179.76. Despite numerous additional attempts to follow up via email and via phone, I received no follow up correspondence from ******, nor Cobblestone. As such I drove to the location again to check in on the status. I spoke with a manager by the name of ***** on 3-26-25. I was told that the damage would not be covered. No explanation was given. I asked for the contact information of the Regional Manager, *****, and attempted to contact him several times. I was only able to speak with him twice out of 8+ phone calls/texts over the course of weeks. He told me that I would need to speak with corporate and that he would provide me with contact info. To date (weeks later) I have not heard back from him about who to contact, and he has not responded to phone messages/texts I have left for him on several occasions. Should Cobblestone continue to stonewall me/deny the damages, I will be forced to take them to small claims court.

      Business Response

      Date: 05/12/2025

      We're sorry to hear about your experience and appreciate you bringing this to our attention. Our management team will review this matter. For further assistance, we encourage you to reach out to the location directly. If there's anything else we can do to help, please dont hesitate to contact us at ***********************************

      Business Response

      Date: 05/27/2025

      Thank you for reaching out and taking the time to share your experience and our team personally apologizes as we know this request for contact is frustrating we ensured corporate management is aware of the situation and ensured ***** follow up after a thorough review of the incident report by the end of week of 5/12 we will ensure this was provided to you!

      Customer Answer

      Date: 05/27/2025

       
      Complaint: 23220157

      I am rejecting this response because: there was (and still has not been) a follow up.  They have not made any attempts to fix the damages or make me while whatsoever.  They have given me the runaround at every turn.  

      Sincerely,

      ******* ******

      Business Response

      Date: 06/09/2025

      Management has been notified, and District Manager is to provide follow up no later than 6/9 

      Customer Answer

      Date: 06/09/2025

       
      Complaint: 23220157

      I am rejecting this response because: they still refuse responsibility even though I have offered to supply photos of the car just before the incident showing no damage.

      Sincerely,

      ******* ******

      Business Response

      Date: 06/19/2025

      I wanted to follow up to let you know that our district supervisor attempted to reach you by phone and left a voicemail during their second attempt on 6/6/25.
      At this time, our companys position remains unchanged after a thorough review of your concern. Ive aligned with our team, including *****, and operations carefully evaluated the details. Based on their assessment, the type of damage described is not consistent with what we would expect to see in the event of a brush malfunction or the presence of a foreign object in the equipment.
      We understand this may not be the outcome you were hoping for, and we sincerely appreciate your understanding. If you have any additional information or documentation youd like us to consider, please dont hesitate to share it.

      Customer Answer

      Date: 06/20/2025

       
      Complaint: 23220157

      I am rejecting this response because:

      There was no damage on the vehicle before entering the carwash.  There was damage after coming out.  This is a fact, and I have pictures to prove it.  Based on all the complaints about your company, I am not surprised that you refuse to accept responsibility.  It is what Cobblestone does regularly.  

      Sincerely,

      ******* ******

    • Initial Complaint

      Date:04/17/2025

      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.
       
      Complaint: 23219284

      I am rejecting this response because now they are saying the prior damage is due to the adhesive, which was not what they told me originally.   They are trying to get out of this and reaching for any excuse they can.  They barely speak English and clearly have it out for me.  

      Sincerely,

      ***** ****ck the cameras, so he went into the office with ***** ******, who has tattoos on his eyelids? I knocked on the office door, ******** opens the door while staying behind it, then peeks his head around and shuts it on me. I go to the front desk to ask for a customer service phone number, ******** then comes out of the office and calls me in to show me the video. The video clearly shows the point in time that the decal is blown off by the dryer blowers. ***** and ******** were very condescending and rude, and continued to claim that it was prior damage to my vehicle that caused the dent. Then ***** said he was done with me, opened his office door and told me to leave. I called customer service and filed a complaint. The next day ******** called me from his personal cell phone and told me that they wrote up a report and that he would send it to me. It has been 24 hours and I still haven't received their report. I would like them to pay for the $250 repair to get a new decal.

      Business Response

      Date: 05/08/2025

      We're sorry to hear about your experience and appreciate you bringing this to our attention. Our management team will review this matter. For further assistance, we encourage you to reach out to the location directly. If there's anything else we can do to help,please dont hesitate to contact us at ***********************************

      Business Response

      Date: 05/26/2025

      We truly appreciate your continued support and are sorry to hear about your recent experienceits certainly not the impression we want to leave. We understand how frustrating this situation must have been and we recognize the importance of feeling heard and respected during any interaction. Please know that your concerns were reviewed thoroughly, and our corporate team reached out to you with a decision on April 26, 2025. While we are unable to alter the outcome of that decision, if you would like further clarification or would prefer to discuss the matter directly with our management team, we welcome you to reach out to us at *********************************** Our team will be happy to assist in providing any additional context or information.
      Thank you again for your feedbackit helps us continue to improve the service we offer!
      Sincerely,
      Cobblestone **************** Team
    • Initial Complaint

      Date:04/15/2025

      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.
      Cancelled unlimited washes membership 8/6/2024 Still charging Amex every month $35 a total of $280 to date Called several times and left messages and mailbox is full so can no longer leave messages emailed last week corporate with no response.

      Business Response

      Date: 05/08/2025

      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:04/09/2025

      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.
      We have a membership for monthly car washes for 3 of our vehicles. One of vehicles was totaled on December 10, 2024 and we have been trying to cancel the membership for this vehicle since then. The local car wash could only find membership for 2 vehicles on our account but we continue to be billed for 3 vehicles every month. We are expecting cancellation of the vehicle that was totaled by the insurance company and a refund for the monthly membership charges since January 2025. 

      Business Response

      Date: 05/05/2025

      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:04/08/2025

      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.
       
      Complaint: 23179303

      I am rejecting this response because:
      Hello! 
      I do not see an option on the portal to respond to your message. The requested information is Cobblestone Auto Spa, ****************************************



      Thank You!
      ******* Butler 

      Business Response

      Date: 05/05/2025

      Thank you for bringing this matter to our attention. We take all customer concerns seriously and are committed to ensuring that each situation is thoroughly reviewed.
      To assist us in looking into this issue further, could you please provide the address of the Cobblestone Auto Spa location where the service was performed? Unfortunately, the photo you provided does not include the receipt or identifying details necessary for us to verify the transaction and conduct a full investigation.
      Once we receive this information, we will promptly review the service records and follow up with you regarding the next step!

      Business Response

      Date: 05/21/2025

      Thank you so much for getting that information over, we will be following up directly via the email provided from your complaint and ensuring this feedback gets to the appropriate management team for that location!

      Customer Answer

      Date: 05/23/2025

       
      Complaint: 23179303

      I am rejecting this response because: The complaint has not been resolved. 

      Sincerely,

      ******* ******

      Business Response

      Date: 06/06/2025

      Our lube department's management team is currently trying to locate the incident report and should eb following up with you within the next 1-3 business days!

      Customer Answer

      Date: 06/07/2025

       
      Complaint: 23179303

      I am rejecting this response because: the complaint is not resolved.

      Sincerely,

      ******* ******

      Business Response

      Date: 06/19/2025

      Thank you for bringing your concern to our attention. We understand how frustrating unexpected vehicle repairs can be and truly empathize with your situation.
      Regarding the issue with your radiator, we spoke with the operations team that sent in your damage claim regarding the 2006 vehicle. We want to share that radiatorsespecially those with plastic componentscan naturally develop cracks over time due to age and wear. Additionally, having water present in the radiator would not typically cause damage on its own.
      That said, if you have documentation from your repair shop that outlines the nature of the damage and the reasoning behind the repair, we would be happy to review it further. While we are not accepting responsibility at this time, we are open to taking another look once we receive that information.
      We appreciate your understanding and thank you again for reaching out.

      Customer Answer

      Date: 06/23/2025

       
      Complaint: 23179303

      I am rejecting this response because: the complaint is not resolved.

      Thank you for looking into this! I will contact my mechanic for the requested information. I understand that cobblestone doesn't want to take responsibility for the radiator replacement, but will they be taking responsibility for the fraudulent charge of a coolant flush, coolant replacement, as well as the other services? Since there was no coolant in the system, it is clear that the services were not performed. The cost of the services was $233.33. I appreciate your help in resolving this matter!

      Sincerely,

      ******* ******

      Business Response

      Date: 07/08/2025

      HI *******! To ensure  faster response time regarding your additional ask - I will reach out to you via email provided. Thank you!

      Customer Answer

      Date: 07/08/2025

       
      Complaint: 23179303

      I am rejecting this response because: the complaint has not been resolved 

      Sincerely,

      ******* ******
    • Initial Complaint

      Date:04/05/2025

      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 selected an option for one car wash and was magically signed up for a monthly plan and did not notice until three months later. Ive gotten three charges for $35. The company is claiming that its my fault. I never received an email or any confirmation of being on a monthly plan. Its a scam.

      Business Response

      Date: 04/28/2025

      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. If Thank you for the opportunity to make this right!
    • Initial Complaint

      Date:03/31/2025

      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 tried a unlimited car washing service for two weeks before I decided I did not want to continue. Cobblestone said I had four weeks to decide before they would start billing. I have attempted to cancel my membership through their website and left them a voicemail multiple times. They have never replied. They continue to attempt to bill my credit card monthly.

      Business Response

      Date: 04/28/2025

      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. If Thank you for the opportunity to make this right!
    • Initial Complaint

      Date:03/28/2025

      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.
       
      Complaint: 23129129

      I am rejecting this response because:  I am not satisfied with the business response. Not only did it take them almost 30 days to respond to the BBB complaint, I have not heard from anyone at Cobblestone as they stated I would. 
      I would like the case notes as unresolved and unsatisfied. I would like them to replace my mirror cover. 

      Sincerely,

      ******* *****ed to get a quote from ****** for a replacement side mirror, so if the claim was not approved, she wanted to fix the situation at the manager level and would have the ****** replaced. 72 hours passed, I never heard back from ******. I called the location numerous times and no one answered. On 2-2-25, I called their customer line, spoke with ****** and informed her of the incident and lack of response from ** ******. I received a ticket number (ticket #*******) and was told they would reach out to ****** and she should follow up within 72 hours. I never heard back. I've called the customer service line numerous times, and each I was told I would be contacted by the manager. No one has contacted me. I also asked for the corporate number and was refused. I also have videos of my communication with ******, which I was unable to attach due to the attachment size.

      Business Response

      Date: 04/30/2025

      Thank you for reaching out and providing detailed information regarding your recent experience at our ************* location. We want to assure you that we take concerns like yours seriously, and weve escalated your report to the appropriate supervising team for further review. They will follow up with you directly regarding this matter.

      We appreciate your patience and understanding as they work to address your concerns!

      Business Response

      Date: 06/11/2025

      Thank you for your patience, our team is reviewing past files and we do apologize as general managers had changed during the time this report was made. Our records show we attempted to call but did not hear back and have informed our team to reach out within *******
    • Initial Complaint

      Date:03/26/2025

      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 was signed up for a monthly service I did not want and advised them I did not want. I live in ***** and this car wash is in *******. I have been back to the car wash 2 times and still have not had a call from anyone. Email messages go unanswered. I was told to use this monthly service you must have a sticker in your window. I have never had a sticker in my window and was never given a sticker. the manager at the facility said it was could have very easily been placed in somebody elses window. They have no way of verifying that. You dont receive the sticker the day you sign up for the service you have to come back another day and ask them for a sticker. In my case, I never signed up for this, and I was never given a sticker. Absolutely criminal that companies are allowed to do this. Something so easily corrected has turned into this complete mess that is taking me well over a weeks time and still have no resolution.

      Business Response

      Date: 04/09/2025

      Thank you for reaching out to us and sharing your experience. We sincerely apologize for the inconvenience this situation has caused you. We understand your frustration, and we want to assure you that we are taking your concerns seriously. We are currently looking into the matter and will reach out to you directly to investigate further and work towards a resolution. We appreciate your patience as we address this.

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