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:02/22/2023

  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 purchased a $12 Ultimate Car Wash on 2/14/23. I moved my car forward AS INDICATED by the lights. The brushes never moved past my bumper. No manager is on site. You must send an email and hope for a response. My email was answered by someone named ***** **** who insinuated that the error was due to my ineptitude and not the machinery. I was placated with a code for a “free wash.” Upon trying to redeem the code, it was not accepted.
  I contacted *** **** again and let him know that the code did not work and, as I had already spent so much time, I would be asking for a refund instead. *** **** informed me that he does not issue refunds because “…70% of the wash failures are due to operator error.” So not only does this man think his machine is infallible, he also apparently thinks that 70% of his patrons are idiots. After leaving several unfavorable reviews on various social media platforms, *** **** offered me two free washes. After communicating with several other people regarding his business practices, I am no longer confident in the safety of his equipment. I just want my $12 back.

  Business Response

  Date: 03/06/2023

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

   

  I am writing in response to the complaint regarding my car wash, first on 2/14/23 and again on 2/21/23 when the replacement wash code apparently did not work.

   

  I was contacted by the complainant on 2/14/23 stating that the wash brushes did not come any further forward than the rear of her car.  I responded with a replacement wash code for the wash she purchased and instructions to make sure her front tire engaged the treadle to start the wash sequence, not her rear tire.  By her description, it was clear to me that her car was too far forward in the wash bay and her rear tire was engaging the treadle.  The wash gantry cannot get around the front of the car when it is that far forward in the bay.  This has happened with a few other customers, as well.

   

  When the complainant attempted to use the wash code one week later (2/21/23), I received an email and video showing the code being entered but not working.  I immediately drove to the car wash and took a video of me entering the code and showing the complainant that the code did, indeed, work.  I then drove back to my home and sent the complainant two codes for Ultimate washes as an attempt to further compensate her for her time and aggravation.  The complainant declined my offer of two Ultimate washes and asked for her money back.

   

  There are detailed instructions regarding the use of the car wash posted at the entrance to every bay and on a 4'x8' board over the double doors on the entrance side of the car wash.  I do not issue cash refunds because I have no way of knowing if the customer actually paid for a wash and, as the complainant stated, a great majority of the wash failures are due to customers not following instructions.  Many retail establishments do not give cash refunds but provide in-store credits for returns, etc.  This is the approach I have elected to take for issues like this that arise from time to time.

   

  The fact that the complainant decided to refuse my offer of two, free Ultimate washes is her choice.  My car wash has been in operation for 17 years and I have responded to every complaint that has come to me via the posted email address.  The complainant went on to threaten me with the email copied, below,   Her name has been redacted per your instructions.  I take responsibility for my car wash and provide free replacement washes to everyone who contacts me regardless if it is due to not following instructions.  I wish others would take responsibility for their actions, as well.

   

  I do not accept your offer. 

   

  Thank you for your time. I’m sorry were not able to come to an amicable resolution to this matter. I have an appointment with my auto mechanic to examine my car for potential damage and will be forwarding the issue to my attorney.

   

  I sincerely hope you have a wonderful day.

   

  Cordially,

   

  Customer Answer

  Date: 03/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the owner is automatically assuming that the issue was due to my ineptitude. He refuses to even consider that it may be his equipment malfunctioning. I do not accept his offer of two free car washes because I no longer trust his equipment because of his refusal to even consider a malfunction.
  And, honestly, if I were so certain someone was too stupid to know how to use my equipment I certainly wouldn’t invite them back. This honestly feels like a set up. That feeling is magnified by the fact that the owner stated that I “…threatened him.” 
  never once have I threatened the owner. I simply stated that I would be exercising my right as an American citizen to seek counsel regarding this issue and to have my vehicle checked for damage caused by, what I believe to be, his defective equipment.
  

  At this point I will accept nothing less than a full refund of the price I paid for the car wash.

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