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 has 82 locations, listed below.

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• 

  Cobblestone Auto Spa

  Oakbrook Terrace, IL 60181-4743

  
• 

  Cobblestone Auto Spa

  7700 S Autoplex Loop Tempe, AZ 85284-1008

  
• 

  Cobblestone Auto Spa

  14031 W Indian School Rd Litchfield Park, AZ 85340-4646

  
• 

  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:03/19/2025

  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.

  Stopped to get a car wash and was sold on a 1 month package by the car wash attendant. Was told a one time purchase would give me washes for the rest of the month. There was no discussion of monthly or ongoing charges. Found out today from ********** that I have been charged twice. Need to recover funds and find punitive measures for the business and their activities.

  

  Business Response

  Date: 04/09/2025

  Thank you for bringing this matter to our attention. We sincerely apologize for any confusion or inconvenience youve experienced. We take concerns like yours seriously and are committed to looking into this issue further.We will be reaching out to you to investigate the situation and work toward a resolution. We appreciate your patience as we review the details and ensure this is addressed appropriately!

• Initial Complaint

  Date:03/14/2025

  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.

  I would like to talk to the CEO or VP of the company **** if possible please. I was threatened today ON VIDEO (03:20PM AZ TIME) by an employee by the name of ****** (with earing gages) manager was "***" & Regional is "JR" * location was the Cobblestone Auto Spa on *********** & ****** in *******, AZ *****. I need a call ASAP from someone high up at the corporate office to pull the video and see the threats and confrontation by the employee **** at my neighborhood location. I am a corporate owner and I pay for a monthly fleet service with your guys and do not expect to be treated like this by anyone or any employee of Cobblestone's for a monthly service I pay for. I filed a local Police Report for harassment/threats and I need to be called at ************ ASAP.

  

  Business Response

  Date: 03/28/2025

  Thank you for reaching out and bringing this matter to our attention. We take all claims seriously and understand the importance of addressing your concerns involving our staff and service. We understand that we have been in contact with you as per your request. We apologize if there was any missed communication and are more than happy to discuss further. Please reach out to our team at ************************************************************, and we will ensure you are connected with the appropriate person as soon as possible to address any further concerns.
  We appreciate you bringing this to our attention and giving us the opportunity to investigate further.

• Initial Complaint

  Date:03/10/2025

  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.

  Cobblestone Auto Spa signed me up and charged me for a monthly type of membership. When I used their regular service, the attendant tried to tell me about the monthly subscription and I told him was not interested and only paid for the normal service at that time. Now, they are charging me $21.00 (credit card on 3/3) for a monthly subscription that I did not authorize. The issue is that when you go to the location to inquire about the subscription and charge they cannot help you and provide a business card with a plan number to cancel online. Keep in mind I never authorized so should not have to cancel anything. After going online, the website cannot find my information and you can submit the information through a link. Nothing happens from that point forward. I call their customer service number and had to leave a message - no call back either. I want the subscription that I never authorized cancelled and the $21.00 that was charged to my credit card refunded promptly.

  

  Business Response

  Date: 04/08/2025

  Tell us why heThank you for reaching out to us and sharing your experience. We take all concerns seriously and are committed to addressing them as quickly as possible. We understand your frustration, and we want to assure you that a member of our retention team will be in contact with you within 1-3 business days to resolve this matter. We appreciate your patience as we work through this process.

• Initial Complaint

  Date:02/28/2025

  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.

   
  Complaint: 23002965
  
  I am rejecting this response because:

  I have had five calls with a Cobblestone agent over the last 4 days, and this issue is still not resolved as they can't find the recurring charge in order to cancel it.

  
  Sincerely,
  
  **** *****

  a new pending charge on my credit card set for 2/28/2025.

  

  Business Response

  Date: 03/18/2025

  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!

  

  Business Response

  Date: 04/02/2025

  Thank you for letting us know and we sincerely apologize for the account difficulties you are facing. I have escalated this our retention team's supervisor and IT support team to further investigate the double charge so we can get this refunded.

• Initial Complaint

  Date:02/26/2025

  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.

  I came into one of your locations for an oil change, on my way home my engine failed because the wrong oil filter was put in admittedly by cobblestone. They then agreed to have my vehicle towed to Greulich's mechanic. But as of now girl looks is saying they don't have my vehicle and they don't know where it is as cobblestone also says this. So I have a missing vehicle that I'm not even allowed to report as stolen because it's been past the time of reporting. Even though I had no idea it was even stolen until I called and asked about my vehicle. So I need some information as soon as possible as I was ripped off by cobblestone and now I have a missing vehicle that I can't report. Somebody is paying for me a vehicle

  

  Business Response

  Date: 03/18/2025

  Thank you for bringing this to our attention. We already have your duplicate complaint with the BBB - Complaint: ******** and are currently waiting to hear from the management mentioned on further investigation on what occurred so we can best assist you and will reach out directly before the end of day, 3/20!

• Initial Complaint

  Date:02/25/2025

  Type:Customer Service 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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The business response indicates someone will reach out to me. I am satisfied the business will reach out to me soon. The business's response will determine if I'm satisfied with their response. 

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

   

  o vehicles on the plan, but I can't them to return my call to cancel the third vehicle.

  

  Business Response

  Date: 03/18/2025

  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:02/20/2025

  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: 22969069
  
  I am rejecting this response because,

  I had to either reject it or accept it. The company asked me to provide the location where the damage happened, and they would look into it.  However, I did not see an option to submit that information, or a place to respond. I will call Better Business Bureau tomorrow to follow up. But as of now it is not resolved.

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

  oint in time, they informed me that I was disrupting their operations and affecting their business. Not knowing what else I could do I left to look into my options. The quote I later received for a replacement cover is over $1,000. I feel an honest reputable business should pay for the seat replacement.

  

  Business Response

  Date: 03/06/2025

  We sincerely apologize for the distress this situation has caused, and we understand how upsetting it must be to discover damage to your brand-new vehicle, especially after having been a loyal customer for 10 years. We take matters like this very seriously, and were committed to addressing your concerns in a timely and appropriate manner. In order to ensure your case is escalated to the right team and receives the attention it deserves, could you please provide the address of the location where this occurred? Once we have that information, we will make sure the right management team follows up with you as soon as possible. We appreciate your patience and understanding, and were committed to working with you to find a satisfactory resolution.

  

  Business Response

  Date: 03/20/2025

  We understand it can be a bit troublesome navigating BBB - if you could please send your contact info and the location's address to **********************************

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 22969069
  
  I am rejecting this response because:

  The issue is not resolved  

  The company requested an email with my contact info and the car wash location where the damage happened. I sent the email with photos from maps along with the photo of the damaged seat. 
  
  Sincerely,
  ****** ******

  

  Business Response

  Date: 04/09/2025

  **************** has contacted ** and has ensured management will follow up on this damage claims as of 4/8/24. We sincerely thank you for your continued patience as our management team investigates these matters to best assist you.

  Customer Answer

  Date: 04/13/2025

   
  Complaint: 22969069
  
  I am rejecting this response because:

  The company has not resolved anything  
  They are researching my complaint  

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

  

  Business Response

  Date: 04/28/2025

  Management has investigated and contacted customer to go over what was offered to fix the seat

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 22969069
  
  I am rejecting this response because:
  
  The company came back yet again with fluff. They claimed that they contacted me to inquire what the specific location of their chain offered to repair the seat. This was dishonest and false. There has been zero communication via any media. 
  

  As a hairstylist in *******, I have  several clients in the automotive industry in various speciallties. Every single one of them speak of how unorganized and sloppy Cobblestones corporate offices are in their operations. Which has obviously trickled down into the operations of their chains in all positions and aspects.  Im not surprised that I was blown off and lied to by corporate, just as I was by one of their locations. By all the staff, and most disappointedly, by the one staff member who I had built a relationship with over the decade I frequented their business. Who obviously over a decade now manages multiple locations, and just happened to be there that day.

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

• Initial Complaint

  Date:02/15/2025

  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: 22946650
  
  I am rejecting this response because: Hello,
  
  The business asked where this occurred, which was in ******, *******, on Baseline Road. 
  
  Sincerely,
  
  ******* ******ontacted the next day via email, voice message, and many times after with no reply. I stayed for one hour trying to scrub the soap out and gave up as it was dark by then. I came to find out that the company was having issues for 2 weeks about updating credit cards. Hence, the company deactivated my account, which had a promotion for a couple of dollars cheaper than the original amount. Upon contacting customer service and explaining my situation, including what happened on Baseline Road and the cancellation of my account, this was "escalated." In the meantime, I frequented my normal location, where the manager attempted to assist me but had no luck with corporate letting me through despite not having an active account. I made additional phone calls and finally spoke with *******, who approved my promotion and told me to go to any location, and they could update my CC; however, when I did this, I was informed they don't have authority to do this. I am requesting contact from management.

  

  Business Response

  Date: 03/06/2025

  Thank you for reaching out and sharing the details of your experience. We sincerely apologize for the frustration and inconvenience you've encountered, and we completely understand how disappointing this situation must be for you. In order to ensure this matter is addressed promptly and by the right team, could you please provide the address of the location where this incident occurred? Once we have that information, we will make sure the appropriate management team follows up with you directly to discuss the next steps and work toward a resolution. We truly appreciate your patience, and were committed to making this right for you.

  

  Business Response

  Date: 04/02/2025

  Thank you for taking the time to bring this to our attention. On behalf of the team, I sincerely apologize for the difficulties you have been having with your account If you could please send the specific location on ******** that this instance occurred at to ********************************** at your earliest convenience, we will be sure the appropriate teams gets in touch to provide a proper resolution. We appreciate the opportunity to investigate this further and make it right!

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 22946650
  
  I am rejecting this response because:I have already stated where the service took place but here you go again. (There is only ONE Cobblestone in ******) ****************************************. Also, I refuse to write to the email you specified. I have written many email which have returned no response. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 04/17/2025

  Thank you for getting that over to us! We have sent your information to the ppropriate district supervisor who will contact you via the email provided within the next few business days. 

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 22946650
  
  I am rejecting this response because:
  I am asking you to please reopen my complaint. I was unaware that I had to reply to a message stating the below. 
  
  Thank you for getting that over to us! We have sent your information to the appropriate district supervisor who will contact you via the email provided within the next few business days. 
  
  
  The days got away from me, but I have yet to receive any correspondence from the company. This is their method of operation. They will do anything to put the customer off. 
  
  Thank you,
  
  ******* ******
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 05/14/2025

  Hello, We apologize as the complaint had closed. Our operations management team has been informed that the site manager hadnt yet been in contact and we will ensure a follow up is provided no later than eod 5/15!

• Initial Complaint

  Date:02/14/2025

  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.

  Damage to my truck

  

  Business Response

  Date: 03/06/2025

  Thank you for bringing this to our attention, ****. Could you please let us know when the incident occurred and provide the address of the location where it took place? Once we have that information, we can ensure the appropriate operations supervisor contacts you to outline the next steps and work towards a resolution.
  
  
  
  

• Initial Complaint

  Date:02/14/2025

  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.

  This company has been fraudulently charging my credit card a monthly fee for over two years with the most current charge on January 15, 2025. While I have visited this carwash a few times a year, I never signed up for a monthly service. This company puts on a hard sell when you go to the carwash. My answer has always remained the same "I'm not interested - I only wash my car a few times a year". I have tried phoning Cobblestone Spa at many different phone numbers affiliated with this company, as well as their parent company ******** and even left a personal voicemail with **** ******, Strategic Manager. I have also attempted to resolve this via email through their website, as well as texting them on the number ************. I received a message from this text this would be escalated to their management team, however, no one has contacted me - despite several requests. Please help to hold this company accountable to refunding me $432.00 and to discontinue the auto withdrawal from my credit card.

  

  Business Response

  Date: 03/06/2025

  In order to help resolve this matter as quickly as possible, could you please send the last four digits of the credit card that was charged, as well as the specific charge dates, to *********************************** Once we have that information, we will ensure that your case is escalated to the appropriate team for further review and resolution. We truly appreciate your patience and understanding, and we are committed to addressing your concern as quickly as possible. If you have any other questions or need further assistance, please dont hesitate to reach out.