Complaints

This profile includes complaints for Prestige Car Wash's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Prestige Car Wash has 18 locations, listed below.

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  Prestige Car Wash

  500 Turnpike St Canton, MA 02021-2723

• 

  Prestige Car Wash

  245 North Pearl Street Brockton, MA 02301-1717

• 

  Prestige Car Wash

  3 Cape Rd Taunton, MA 02780-2703

• 

  Prestige Car Wash

  1201 N Main St Randolph, MA 02368-2135

• 

  Prestige Car Wash

  Canal Street Salem, MA SALEM, MA 01970

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:01/01/2025

  Type:Product 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.

  I went to the ******* location for a single car wash. The guy refused to take cash and asked for my credit card. He ran my car for a monthly subscription. A total scam.

  Business Response

  Date: 01/02/2025

  Hello,

  Thank you for bringing this matter to our attention. We deeply regret the inconvenience and frustration you experienced at our ******* location.
  We understand your concern regarding the situation and acknowledge the upset this has caused. While we strive to provide exceptional service, it appears there was a miscommunication during your visit. We sincerely apologize for any misunderstanding regarding the payment and subscription process.
  Upon reviewing the situation, we noted that you emailed our customer service team, but our office was closed in observance of the holiday, which delayed our ability to respond promptly. We apologize for not being able to assist you immediately and for any additional frustration this delay may have caused.
  Please be assured that we take your feedback seriously. We are fully committed to resolving this matter to your satisfaction. We kindly ask for your understanding and cooperation as we work together to address your concerns.
  While we understand the frustration that led to your expressed intent to file a criminal complaint, we believe that open communication can lead to an amicable resolution. Our team is prepared to assist you and ensure that this situation is corrected.

  Please continue to work with our **************** Team for further assistance.

  Thank you

  Customer Answer

  Date: 01/02/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******** *****

• Initial Complaint

  Date:11/21/2024

  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.

  Hi, I am filing a compliant regarding a recent promotion from Prestige Car Wash that I believe was misleading. On Septermber 2, 2024, I received a text messge offering a 90-day free wash, but it did not mention any restrictions on eligibility. After signing up and only noticing being charged for three months on my account, I contacted their customer service, who then informed me that I did not qualify for the promotion due to a prior service within the past six months. I later discovered that this restriction was mentioned on the business' website, but it was neither included in the promotional message I received nor communicated to me at the time of sign-up. When I requested a refund, my request was first denied. Adter a few emails, they agreed to refund me the charge for one month only. If I was not eligible for this promotion, the company should not send me the promotional message and they should have informed me before I was allowed to sign up or incurred any changes, This lack of transparency led to charges that I would not have agreed to had the terms been clear from the start. I am requesting BBB's assistance in obtaining a refund of total $39.31 (two months of charges) from Prestige Car Wash and urging them to make their promotional terms clear and visible at all points of contact with the customer. Thank you for your help in resolving this matter.

  Business Response

  Date: 11/21/2024

  Hello,

  Thank you for bringing this matter to our attention. At Prestige Car Wash, we value transparency and strive to provide clear communication regarding our promotions and services.

  We understand the concerns raised about the recent 90-day free wash promotion and would like to address them thoroughly.

  Eligibility Terms:
  The terms and conditions for this promotion, including the restriction regarding prior service within the past six months, are clearly listed on our website under the checkout button. These terms ensure that all customers understand the promotion details before proceeding. While we regret that our customer did not notice this information at the time of sign-up, it is standard practice for businesses to include such details online, where they are accessible to customers.

  Promotional Message:
  Our promotional messages are sent to all members who have opted into our communications, including prior and current customers. This is to ensure everyone is aware of our offerings, regardless of individual eligibility. We recognize that this may have caused some confusion, and we are actively reviewing how we can better clarify such details in our communications moving forward.

  Resolution Provided:
  Upon reviewing the customers concern, we refunded one month of charges as a gesture of goodwill. While our policy does not typically include refunds for promotional misunderstandings where terms are stated, we made an exception to acknowledge the situation and demonstrate our commitment to customer satisfaction.
  

  Customer Answer

  Date: 12/03/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

  While I appreciate Prestige Car Wash's acknowledgement that the promotional messge sent to everyone - regardless of their eligibility - may cause confusion, I believe this further supports my concerns. It is evident that the lack of transparency in the communication led to my misunderstanding and subsequent charges. 

  As such, the only fair resolution is to refund the total charges of 3 months, not only one month. Customers should not bear the consequences of unclear or misleading promotional practices. I kindly request that the business reconsider my refund request to resolve this matter equitably. 

  Regards,

  ****

   

   

• Initial Complaint

  Date:11/06/2024

  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.

  Amount Paid: $49.99 What was promised: I signed up for a "Diamond VIP Trial" that advertised no charges until after the trial period.Nature of Dispute: Despite the promise of a free trial, I was charged $49.99 immediately, which I did not authorize.Merchants Response: The merchant refused to issue a refund, claiming I was ineligible for the trial due to terms that were never communicated during the sign-up process.Advertising Details: The ad was seen via a text message on October 2, 2024,I signed up for Prestige Car Wash's "Diamond VIP Trial" through an advertisement that promised a free trial period with no charges until after the trial ended. However, I was charged $49.99 immediately on November 1, 2024, without any prior notice or warning. The advertisement did not mention any restrictions or conditions that would make me ineligible for the free trial.When I contacted Prestige Car Wash to request a refund, they refused, claiming I did not meet their eligibility criteria, which was never communicated during the sign-up process. This feels like a deceptive and manipulative practice to charge customers without proper disclosure.These deceptive practices are extremely harmful to the general public because they exploit consumers' trust and manipulate them into paying for services they did not agree to. This not only damages consumer confidence but also creates financial stress for individuals who may not notice these unauthorized charges until its too late. Such unethical behavior should be addressed to protect consumers from being unfairly charged.

  Business Response

  Date: 11/07/2024

  Hello,

  Thank you for taking the time to reach out and share your concerns. We value feedback from all our customers and are committed to providing a positive experience.

  After reviewing your request for a refund under our 90-day free trial promotion, we would like to clarify our eligibility criteria, as outlined in the terms and conditions at the time of purchase. The promotion is available exclusively to customers who have not held an active membership for six months or more. This ensures the offer is applied only to new or returning customers who have been inactive for the specified period. Upon purchasing, your account was immediately charged due to the previous plan 5 months prior, indicating in real-time that you did not meet the qualification requirements for the free trial.

  We understand it can be frustrating when promotional terms do not align with expectations. To acknowledge your concerns, we extended a courtesy offer of 50% off the month of November, which unfortunately you declined. We stand by our decision, as the terms and conditions were accessible prior to your purchase, and our team followed the policy fairly and transparently.

  Customer Answer

  Date: 11/13/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   

  This is my message and response to Prestige Car Wash:

  I am deeply disappointed with your response to my complaint. The issue extends far beyond the $49.99 charge; it concerns the principles of fair and transparent business practices and how your staff handled my complaint. Your system failed to properly notify me of the impending charge. Worse still, it initially confirmed that I had successfully signed up for the trial and assured me I would not be charged until the trial endedonly to then charge me without notice or authorization. This situation is not my fault and has nothing to do with my ability to read terms and conditions or determine eligibility, especially given that this promotion was sent directly to my personal phone via text.
  
  I remain extremely dissatisfied with how your staff handled this matter. I will make every effort to share my experience with Prestige Car Wash and your staff's response with the dozensand potentially hundredsof people I interact with daily. Businesses must be held accountable for their marketing practices and customer service standards, and in this case, your staff fell significantly short of these expectations. It is imperative for businesses to prioritize not just resolving issues, but also fostering a sense of fairness and respect in their interactions with customers. Unfortunately, my experience highlights a troubling gap in how Prestige Car Wash approaches these critical aspects.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Khaled

   

   

  Business Response

  Date: 11/18/2024

  Hello,

  Our promotional communications are sent to all customers in our database to inform them about available offers. However, each promotion includes specific terms and conditions that determine eligibility. These terms are included to ensure transparency and fairness.
  While we understand your frustration, the terms and conditions were provided to clarify who qualifies for the promotion. We encourage all our customers to review these details to ensure they fully understand the offer.

  Thank you

• Initial Complaint

  Date:10/28/2024

  Type:Service or Repair 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.

  I went to Prestige Car Wash in *************. An employee was at the paystation and I was told that, for 1 additional *****, I could get free car washes for 1 month when I was purchasing the single wash.I clearly asked and confirmed more than once that I was not going to be charged a monthy fee moving forward and that this was only a 1 time charge to have free car washes for 1 month. I clearly told the person I did not want to sign up for any subscription and did not want the card charged for more than the current wash and the 1 cent. He assured me there would be no additional charges and this was not a subscription or recurrent program. On the first of the next month, I was charged $35.00. I emailed more than once to get my money back and there has been no response.This was, without a doubt, fruadulant behavior.

  Business Response

  Date: 10/30/2024

  Hello,

  We sincerely apologize for any inconvenience caused and appreciate the opportunity to clarify our free trial process. Our "***** trial" is designed as a rest of the month free trial, which then transitions into our VIP monthly plan. This process is outlined in our brochures, which also provide instructions on how to cancel before the VIP plan begins.
  After reviewing our records, we were unable to locate an account associated with your provided name and phone number, nor did we find any requests for cancellation or refund in our inbox.
  We would love to assist you in resolving this matter. Please reach out to our customer service team directly at *********************************** with any further details you can provide, and well be happy to investigate this further.

  Customer Answer

  Date: 10/31/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* ********

• Initial Complaint

  Date:10/08/2024

  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 sign on free trail car wash on SEP,27,2024 and being told by prestige carwash that i will be charged first payment on ***, 2, 2024 ( free trail) but i was charge on OCT ,2 2004 $49.99 ( DIAMOND PLANE)try to contact but they do not have the customer service number now,

  Business Response

  Date: 10/15/2024

  Hello, 

  Thank you for bringing this matter to our attention, and we sincerely apologize for any inconvenience caused. We understand that you were charged during your 90-day trial period due to a system error that affected a small number of our customers.
  Please rest assured that this issue has been identified and resolved. As mentioned, you were refunded in full on October 9th, and we sincerely apologize for any confusion this may have caused. While the system error has been corrected, we recommend keeping an eye on your account for the upcoming billing cycle on November 1st to ensure everything is in order.

• Initial Complaint

  Date:09/05/2024

  Type:Sales and Advertising 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 noticed shortly after 8/1/24 that I was double billed by prestige car wash. I looked back through my transaction history and noticed they double billed me for the month of July as well. I signed up for their mid level car wash membership in *************, ** for $34.99/month the beginning of June. I called the number of their main office repeatedly and never got any answer. I went into the location and asked to speak to a manager. I was told there was not one working at the time and the employee took my phone number and said someone would be calling me. Four days went by and no phone call. I went back in to the location and expressed my displeasure, and was told by an employee to email *********************************** and someone would reach out. I sent an email detailing my issue. I never got a reply. I had been trying to call the main number for the business repeatedly and still never got an answer. I emailed again. No answer. I went back into the ************* location and spoke to a manager ******. He was rude and was constantly using profanities and simply told me to email the same email address I had already emailed twice. Another billing cycle has come and gone and I was double billed again and still have had no resolution to this problem. My membership isnt even coming up when I enter the information on the website so I cant even cancel. Ive put a stop payment on my credit card, but I am looking for a refund for the 3 months that I was double billed.

  Business Response

  Date: 09/11/2024

  Hello

  Thank you for bringing this matter to our attention. We take all customer concerns seriously and aim to resolve them promptly and professionally.

  On 09/02/2024, the customer reached out to our customer service team via email. As our office is closed on weekends and holidays, we were unable to respond immediately. Upon reopening, we diligently reviewed and responded to emails in the order they were received. During this time, the customer also followed up with another email and a phone call. We spoke with the customer and assured them that we would investigate the matter and provide the necessary information.
  After reviewing the situation, we found that the customer had opened a second account on the same day as their active plan at a self-service pay station, which is fully controlled and operated by the customer. In an effort to resolve this issue amicably, we offered to refund 3 months of the double charges, which was communicated via email. However, we did not receive a response from the customer following this communication.
  We remain committed to providing excellent customer service and are still open to further discussions to resolve any remaining concerns the customer may have.

  Thank you

  Customer Answer

  Date: 09/11/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I did not sign up at the outdoor kiosk. One of the employees who was standing outside at the gate started my sign up outside, then asked me to complete it inside. 
  
  The car wash customer service said to allow 1-3 days for my refund request to be processed, it has now been 6 days since that email and I have not received a refund or heard anything further.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Matt

   

   

  Business Response

  Date: 09/16/2024

  Hello,

  Upon reviewing your account, we can confirm that the refund was processed on September 11th, which is the same day you were notified via email. If you would like proof of the refund transaction, we are happy to provide that. Please reach out to *****************************************************************
  Additionally, we recommend checking your accounts and reaching out to your bank for further assistance. Sometimes, depending on your financial institution, it may take a few business days for the refund to appear on your statement.

  Thank you

• Initial Complaint

  Date:08/28/2024

  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.

  After driving my SUV through the automated car wash there was damage to my mirror and roof top. The car wash is not willing to pay to repair the rooftop because they cannot see the damage in the camera although they indicate one camera was not working. I have sent them a quote and already had both repairs completed. They refused to reimburse me for the ~$500 rooftop repair.

  Business Response

  Date: 08/29/2024

  Dear, ***********************

  Thank you for bringing your concerns to our attention. We take all customer feedback seriously and appreciate the opportunity to address your concerns regarding the damage to your vehicle.
  As noted in our records, you reported damage to your mirror on June 26th, 2024. Upon receiving your report, we promptly investigated the matter and reimbursed you $279.73 towards the replacement of the mirror. We appreciate your cooperation in resolving this issue at that time.
  A few weeks later, you contacted us again, stating that there was additional damage to the driver's side molding that occurred on the same day as the mirror damage. When this was brought to our attention, we advised you to file an incident report to initiate an investigation. Unfortunately, the incident report was filed a month and a half later, which presented challenges in conducting a thorough review.
  We want to clarify that at no point did we state that our cameras were not operational. However, due to the time elapsed between the incident and the filing of the report, the footage was no longer available, as our locations do not retain video footage indefinitely.
  After careful consideration and discussions with our District Manager, we regret to inform you that we are unable to take responsibility for the damage to the molding. Our position on this matter has been communicated consistently, and we understand that this may not be the outcome you were hoping for.

  Thank you.

• Initial Complaint

  Date:08/27/2024

  Type:Service or Repair 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.

  On August 12, 2024I went to get a car wash at prestige car wash in ******. I put my card in their machine to purchase a car wash for $12. The transaction did not appear to go through. I put my card in again and receive the car wash, when I got my credit card statement there was the charge for the $12 car wash plus a charge for a $30 car wash all within a minute of each other. I disputed the transaction with my credit card and the results came back that prestige car wash claims that both transactions were authorized , I never authorized a $30 transaction. The car washes are only $12 that I get. If you look at the documentation they provided to my credit card company showing that I authorize these charges. You will see that the charges are within a minute each other. How does this make any sense? They need to adjust the 30 charge.

  Business Response

  Date: 08/28/2024

  Hello,

  Thank you for reaching out regarding a duplicate charge to your credit card. We understand that you had disputed the transaction, when disputes are made, they are reviewed, and the transaction details are then sent to the disputes bank. We do not handle the decisions for the banks. We always recommend our customers to reach out to our customer service team at *********************************** prior to submitting disputes. As this gives us the chance to review the transaction and see how we are able to assist in any way. Unfortunately, we did review our inbox and were unable to locate any email requests from ************************ We certainly welcome you to send an email and we would gladly look into this for you.

  Customer Answer

  Date: 08/29/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I disputed this charge with my credit card you guys confirm that these charges are correct these charges are not correct theres no way I authorize two different charges within a minute of each other is $30 charge. It needs to be adjusted. Its fraudulent that you guys charge my card $12 and then $30 for one service .
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  Business Response

  Date: 08/29/2024

  Hello,

  We understand your concern regarding being charged twice for a single wash and the subsequent dispute with your bank. As we mentioned in our previous communication, while we are unable to directly communicate with your bank regarding the dispute, as banks only reach out to us electronically, we are more than willing to review the transaction on our end.
  To assist you further, we kindly ask that you email our customer support team at *****************************************************************. We will promptly review the transaction and take the necessary steps to resolve the issue.
  If you choose to resubmit your dispute with your bank, we recommend reaching out to them directly to discuss the best course of action. Although we strive to help in any way possible, we are unable to handle disputes directly or speak with financial institutions as all communications by financial institutions are completed electronically to a department and not an individual representative.

  
  

• Initial Complaint

  Date:06/16/2024

  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.

  On 27 May 2024 5:40 pm I went through Prestige Car Wash to get my 2016 Chevrolet Suburban washed. I purchased the diamond plan and monthly installment. Nothing was wrong with my truck going in I went through the wash came out and the gentleman behind me informed me that my bumper was hanging. I immediately went back around to inform the staff of what just happened and I had to fill out an accident report and wait. Four days later I was informed that they would be doing a thorough investigation and get back to me in 2-4 business days. After five business days they come back to say they have no responsibility and will not reimburse for damages. They said the reason is prior to entering the wash a camera shot shows my rear bumper my totally intact which is totally a lie. I have pictures to show my vehicle to discredit Prestige Car Wash. I ask for video footage and was denied and after that I have been ignored via email for the initial photos provided in the incident report. Prestige Cat Was make the consumer feel like nothing but a money laundering operation for their own benefit.

  Business Response

  Date: 06/19/2024

  We reviewed the report and footage as we do for any and all incidents. In this situation the customers bumper was not properly secured to the vehicle. In the picture which we had included and identified where the bumper was not flush to the vehicle was prior to the vehicle entered the car wash. As we have stated to the customer when a vehicle enters the car wash with any loose parts and/or pieces it creates a risk for those to come off become separated from the vehicle during the wash process. Even if a bumper has the slightest separation from the body, it will be removed during any high-pressure car wash or during the blow dryer portion of the car wash. This can happen at any car wash. We cannot provide video footage to customers this is due to security and privacy reasons which was also explained to the customer. The customer also requested the incident report which they had filled via online and we had provided multiple times. Our last email sent to the customer was on June 13th which we received 0 response from. The customer also called requesting the report, and another email was sent on June 18th.

• Initial Complaint

  Date:06/13/2024

  Type:Service or Repair 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.

  When I went to car wash my landau roof was not dirty or stained when I got home I couldnt believe it was so streaked with black marks Obviously from dirty rags used to wash it I went back to show them A young man tried hand washing it with a cleaner but no avail He gave me a card with email to company No manager at the site I emailed company and got no satisfaction Theyre saying it was spotted before I took it there Picture? No I took that car to car wash in ******* many times and never had a problem it will cost me ****** to have it cleaned

  Business Response

  Date: 06/19/2024

  Hello,

  We sincerely apologize for any inconvenience caused during your recent visit to our car wash. We understand how important it is for our customers to receive the best service possible, and we regret that your experience did not meet your expectations.
  Attached to this response is a photo of your vehicle's roof taken prior to entering the car wash. As you can see, the vehicle, being over 20 years old, has certain preexisting stains on the roof. Given the age and condition of the vehicle, it is common for some stains, especially those on particular types of roofs, to become permanent over time and thus resist removal by standard car wash procedures.
  We understand this was not the outcome you were hoping for, and we have previously communicated our sincere apologies and the reasoning behind this issue via email, including the attached photo.

  Customer Answer

  Date: 06/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************************