Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/28/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 February 22, 2025, I visited CleanCar Express Car Wash in ********, **, to have my new vehicle washed. Following the wash, I observed scratches on the B-pillar of my vehicle.I immediately contacted the business via telephone to report the damage. The initial response was a vague assurance that the matter would be investigated. Receiving no follow-up communication, I returned to the car wash and Upon my arrival, I explained the situation to an employee who indicated they would retrieve a manager. A staff member, presumed to be a manager, engaged in an unprofessional and confrontational manner. He dismissed my concerns and directed me to inspect the car wash equipment, implying I would find the source of the damage myself. I declined and requested an incident report. The manager refused, escalating the situation by raising his voice. The manager continued his aggressive behavior and abruptly left after I stated I would file a police report if an incident report was not provided. My father arrived after this exchange, and we proceeded inside the facility to address the issue Inside, the remaining staff, with one exception, were equally belligerent and uncooperative.After further confrontation, the staff reviewed video footage of my vehicle entering the car wash. While the footage did not clearly show the scratches, I acknowledged that I could not definitively see them in the video. The staff then offered to attempt to buff out the scratches, which I permitted. This attempt was unsuccessful. Following the unsuccessful buffing attempt, an incident report was finally provided. The following day, I attempted to follow up on this report via email to the address listed on the company website. This email resulted in a "return to sender" notification. I then emailed the manager which was listed on the incident report, and received no response. I also called insurance company listed on report, who said they do not insure them and are unsure as to why they are listed.