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

  500 Turnpike St Canton, MA 02021-2723

• 

  Prestige Car Wash

  925 Turnpike St Canton, MA 02021-2805

• 

  Prestige Car Wash

  6080 Somerville Ave Somerville, MA 02143

• 

  Prestige Car Wash

  51 Canal St Salem, MA 01970-4843

• 

  Prestige Car Wash

  154 E Falmouth Hwy Ea Falmouth, MA 02536-6037

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:06/03/2024

  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.

  On 5/7/24, I took my vehicle to Prestige Car Wash in *********. During the wash, my rear wiper was completely damaged and fell off.Following my report, Prestige Car Washs claims team reviewed their surveillance footage and confirmed that their equipment caused the damage. They then requested that I submit a quote for the replacement before making the purchase.I provided a detailed quote from Metro ************ which included the contact person and a breakdown of the costs, totaling $151.88. Despite the clear evidence and the detailed quote, they offered only $120, claiming it was due to wear and tear. I had already told them in my original complaint and reiterated again in subsequent emails that this was not the first time and that I had already replaced the wiper with a new one. The back and forth with their customer service has been frustrating and time-consuming. I have requested to speak directly with senior management to discuss this matter because it was unresolved, but was denied. I also highlighted the inconsistency and unfairness in their customer service, as a complaint on the ******************** where another customer received a full refund for a similar issue on 5/14/24, but this point was completely ignored. I have conveyed to them that we have been loyal customers and trusted their service, but this incident is really disheartening. They stated that the amount is non-negotiable and that their previous email was final.The incident has caused significant inconvenience, time loss, emotional stress, and safety concerns, especially when driving my family with young children in heavy rain without a rear wiper, as this is still unresolved. I am seeking the full amount of $151.88 to cover the repair costs as quoted.As I have taken constructive and proactive steps to communicate with the company, yet their response was to not entertain further communication and to deny me the opportunity to speak with management, I have exhausted all means. Hope BBB can help.

  Business Response

  Date: 06/12/2024

  We have explained to the customer that due to the age of the vehicle; wear/tear are the most common ways for the rear wipers and wiper arms to weaken over time. These parts and pieces are in constant climate changes, it is natural for the parts to weaken. We provided the customer with a fair reimbursement of $120.00 towards the replacement, which also included all the parts and partial labor which we do not cover labor fees. We do deduct depreciation on the parts. We understand the customer was not happy with the outcome and we did apologize. However, $120.00 for the replacement is the most we will be reimbursing for the wiper arm, arm, taxes, and partial labor. 

  Customer Answer

  Date: 06/14/2024

  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. 

  Their response is completely unacceptable to me and exactly why I need the Better Business Bureaus involvement. Prestige Car Washs reply entirely ignores the core aspects of my claim. Their argument about wear and tear does not factor into account what I already told them in my original claim and repeatedly informed them that this was not the first time their equipment broke my rear wiper. The last time it broke, I had to use my own money to replace it with a new one. This was completely ignored in their response.
  
  Additionally, the point that Prestige Car Wash is inconsistent and unfair in their treatment of customers was also ignored. I pointed out a BBB complaint where another customer received a full refund for a similar issue on May 14th, 2024, yet this critical point was completely disregarded in their reply. This makes me feel there is a discriminatory and inconsistent approach in handling customer complaints.
  
  Once again, I am seeking that Prestige Car Wash pay the full amount of $151.88 as quoted to cover the complete cost of the repair, instead of unfairly penalizing me with a partial reimbursement of $120. Without using their service, my wiper wouldnt have been damaged, and this was already confirmed by their surveillance. This issue has dragged on for far too long, with customer service repeatedly ignoring my points.
  
  Our family has been loyal customers of ********************** for a long time. We have even spread the good word about their services to our friends and network, helping promote their business. Despite our loyalty and efforts to support Prestige Car Wash, they have chosen to penalize us $31.88 at the expense of a long-time customer who has trusted them and built a relationship over the years. This treatment is not just disappointing; it is truly disheartening.
  
  The significant inconvenience, emotional toll, and safety concerns caused by this unresolved issue, especially when driving my family in heavy rain without a rear wiper, warrant a fair and complete resolution. Prestige Car Washs customer services response, ignoring my points and their final, non-negotiable stance on the matter, and refusing my request to speak with their senior management, leave me no choice but to continue escalating this complaint through the Better Business Bureau to help get justice and fair treatment for customers.

   
  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: 06/19/2024

  Hello,

  We appreciate the opportunity to address the concerns raised by our customer and clarify the situation. We understand that the outcome was not what the customer was hoping for, and we sincerely apologize for any frustration caused.
  The customer mentioned that this was not the first time such an incident occurred, but this is the first time it has been reported to us. We responded to the customer via email, confirming that this was the first report of such an issue from them.
  Each incident reported to us is thoroughly reviewed and handled on a case-by-case basis. The resolution of each case depends on various factors, including the year and condition of the vehicle, among other considerations. While we understand the customer is aware of another complaint where the entire amount was reimbursed, that particular outcome was due to a unique set of circumstances specific to that case.
  We have made efforts to offer a resolution to the customer, but unfortunately, it was declined. We remain committed to addressing our customers' concerns and providing fair resolutions based on the specifics of each case.

  Customer Answer

  Date: 06/25/2024

  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 find Prestige Car Washs customer service response unacceptable because it fails to directly address the core issues and relies on fundamentally flawed logic.
  
  Firstly, on May 7th, when I reported the incident, I clearly stated that this was not the first time my rear wiper had been damaged by their equipment, and that I had already replaced it with a new one. On May 8th, at 8:44 AM, Prestige Car Wash acknowledged this in an email, stating, We understand how frustrating and inconvenient this can be, especially since this is not the first time you have experienced such an issue at our location. Given this acknowledgment, the claim that this was the first time such an issue was reported is nonsensical. Is Prestige Car Washs customer service implying that my previous replacement of the wiper never happened? Are they suggesting that I am lying? This fact was already provided to Prestige Car Wash, yet it continues to be ignored with the excuse that it was not reported. It was reported on May 7th, and they acknowledged it on May 8th. This fact invalidates their argument about wear and tear since the wiper was new.
  
  Prestige Car Washs customer service response seems to be a one size fits all answer, rigidly used without considering the actual facts. To draw an analogy: if an old house has a new window installed, and someone breaks that window, it cannot be dismissed as wear and tear because the window was new, despite the age of the house. This argument lacks logic. I urge their customer service team to seriously look into this situation logically.
  
  Secondly, their response did not address my claim regarding another customer who received a full refund for a similar issue on May 14th, 2024. Their reasoning that each case is handled on a case-by-case basis with unique circumstances is completely unacceptable. How unique can it be? Both cases involved a wiper broken by their equipment, yet the other customer received a full refund. The lack of transparency in their decision-making process only amplifies concerns of discriminatory and unfair treatment. It feels like decisions are made in a black box. I reported my case on May 7th, and another case was resolved by May 14th with a full refund as posted on BBB website. How different could these circumstances be within such a short timeframe? This appears highly unfair to me as a customer.
  
  Additionally, my requests to discuss this matter directly with the owner were rejected. Given Prestige Car Washs reputation and significant presence in *************, I believe the owner would need to review this case personally as I am sure successful business persons like themselves will have a good customer service approach. I would expect better customer service from **********************. This entire experience is deeply disappointing.
  
  I once again request the full reimbursement of $151.88 based on the detailed quote from a reputable service provider. Trying to save $31.88 by using an unfounded excuse is completely irrational. How can they determine that my cars wiper suffered from wear and tear? Have they measured the plasticity or durability of the wiper? I maintain my car meticulously, and just because it is a 2016 model does not mean that every part has depreciated, especially the wiper was new.
  
  I hope the Better Business Bureau can help uphold justice and fairness for consumers. Thank you for your attention to this matter.

  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,

  ******

   

   

• Initial Complaint

  Date:05/09/2024

  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 signed up for a car wash service. $19.99 a month all the car washes I want. This car wash does not clean the back of your car. EVER. I have to get out after the wash and clean my own back of my car every single time. During the winter it was very slippery and hard to do. I have complained to them. I just want them to cancel my contract and refund me the last month. This car wash was owned by a different company for many years. They had an attendant at the entrance to the car wash that would pre wash the back of car BEFORE you entered the car wash. Clearly this is the same exact situation never resolved by the new company Prestige. They are making it very difficult to cancel this membership. I just want them to stop taking money out of my account and refund the last month after I cancelled. I am not even asking for all my money back, just $20. I put up with this for about a year and now I am done.

  Business Response

  Date: 05/14/2024

  We have already cancelled and refunded this customer $19.99. The customer reached out to us, and we had responded back via email.

  Customer Answer

  Date: 05/14/2024

  [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:05/03/2024

  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.

  Date of incident: 4/10/24 at 7:34 Paid for a car wash at the ******* location of Prestige Car Wash for my Acura Mdx. After exiting the car wash my rear wiper blade was gone and the wiper arm was broken. Employee found the wiper blade and arm in the car wash. I then filed a claim on the Prestige Car Wash app. Prestige requested a quote to repair and I forwarded the quote from my mechanic. ******** explained that all parts ( rear blade, arm) are broken and need to be replaced. My mechanic completed the repairs and I paid $161.35. Prestige is refusing to pay for the entire repair as they have determined looking only at photos that the blade is not broken. They will only reimburse me for $114.10. I am filing a complaint to receive the complete refund of $161.35.

  Business Response

  Date: 05/14/2024

  We did explain to the customer the outcome and requested a quote prior to purchasing. As all estimates are reviewed by loss prevention teams. We did also explain that we would not be responsible for the labor or a new wiper. As the wiper was in good condition. We understand the mechanic advised the customer to purchase a new wiper. However, like front wipers, rear wipers must also be replaced over time. Rear wiper and wiper arms are known to break as they weaken over time due to the weather climates we face day to day. We also explained to the customer we would make the exception to cover the labor. Although we had made one exception, it was still requested to pay for the entire amount. Loss prevention did review, and it was then made for a final one-time exception to refund the entire amount. We did advise this is a onetime exception as well. 

  Customer Answer

  Date: 05/14/2024

  [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:05/02/2024

  Type:Product 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.

  Damaged my brand new vehicle, refuse to reimburse for damages and won't offer a refund for my membership. Pathetic.

  Customer Answer

  Date: 05/13/2024

  I have not heard from the business in response to my complaint. They are ignoring me and saying they are not going to give me a refund.

  Business Response

  Date: 05/14/2024

  We reviewed the customers incident. We did explain to the customer we could not accept responsibility for the claimed damages of the scratches or the windshield wiper. The customer left the front wipers and/or the wiper sensors in the on position. As for the scratches our car wash uses the highest of quality products and softest materials. We also reviewed and we had washed over 300 cars on the day of the visit. We had no other complaints of scratches. The vehicle is 2 years old; we do understand they customer purchased the car 2 months prior. Dealerships detail the cars to add scratches and imperfections. This coating fades over time, when entering in the car wash the coating will come off. When it comes off this is when it will show the scratches and imperfections. We also see the customer is requesting monthly dues back, we can certainly refund one month which is $34.99 back.

• Initial Complaint

  Date:04/03/2024

  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.

  Have been charging my credit card for over a year and I cant get it cancelled , I called a year ago and asked within the first month to cancel because I was told I was getting a deal if I signed up monthly which was a lie .and we just found out they have been charging us every month since and i pulled the barcode they gave me off so they know i have never been back. ****** dollars 13x 19.99

  Business Response

  Date: 04/03/2024

  We did review both email request/phone cancellation request history. We do not have any record of a cancellation request made; we only have communication via email as of today April 3rd, 2024. We did respond to the customer stating the plan was joined and used in both March and April of 2023 as of today April 3rd, 2024. Unfortunately removing a barcode does not "cancel" the plan. Plans must be cancelled via website or email request. We understand, the customer is requesting a total of $260.00 however, we offered a total of $59.97 for a total of three months. Our refund policy of 3 months allows customers ample time to review their transactions with the bank whether they have monthly or quarterly statements. Given the access of technology customers have the ability to check their accounts daily as well. 

   

  Customer Answer

  Date: 04/03/2024

  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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. I have been emailed directly from the company and explained that they had me call a number to cancel which I did and pulled the barcode off my vehicle and they have records showing that I did not use the account after only approximately 2 weeks which they admitted that they only show my vehicle going through in that time period so I asked to just refund the last year for a total of ****** which is not included the amount I spend at other business they own such as gas convenience and car washes , like I have been paying double sometimes  if I did not cancel then I would not pay again ?? I feel as a customer and a continued customer that this amount is very manageable!!! And would really appreciate my ****** back thanks 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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: 04/09/2024

  We did offer the customer a total refund of 3 months the customer denied the refund. Our refund policy of three months allows customer ample time to review transactions on their accounts whether they have monthly or quarterly statements. As we have communicated with the customer, we do not have any record of the customer cancelling the plan. 
  

  Customer Answer

  Date: 04/23/2024

  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. 

  we did not get the refund requested and ** still arguing over it with them!!! Please do not close this case 

  Business Response

  Date: 05/01/2024

  We offered the customer a total refund of 3 months, the customer has denied the refund offered. 

• Initial Complaint

  Date:03/22/2024

  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.

  In January of 2024, 2 vehicles were damaged inside the car wash. The car in front was guided onto the tracks by the employee and the car wash began. halfway through, the first car came off the tracks and the car behind them was still in motion and began hitting the rear. the worker who guided the car on said, "oh the car must have come off the track." no one met either driver at the end of the car wash to discuss what had happened. the worker on site was zero help and was requiring 'before' pictures. cops were called to scene and filed a report. for 2 months, prestige claims they have video proof it was first cars fault but basically saying they do not need to provide the proof. and proof the car wash equipment was damaged but have provided 0 proof, and never stopped the car wash after cars were damaged to assess any damage to either car or equipment - they continued to send multiple cars through. prestige car wash will not provide insurance information to either driver, they only send a generic email. attorney general has been notified. lawyers will be next.

  Business Response

  Date: 03/22/2024

  Hello,
  We do apologize for any inconvenience this may have caused either driver. In the car wash, all drivers have full and sole control over their vehicles. If at any time a customer feels something is off, the drivers should alert the attendants be honking their horns. For a vehicle to be "moved off the track" the vehicle either had low air in the tires, bad alignment or the driver was touching the steering wheel. Video footage cannot be provided to customers, insurance companies are encouraged to reach out to request video via email. Again, we do apologize.
  Thank you.

  Customer Answer

  Date: 03/24/2024

  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 ********************************************* has been requesting video footage since this all began. They have not received anything at all from your company. An email was sent last week directly to ****, the manager at the car wash, and he said he will be escalating it to your headquarters. If not, the police will be notified again and further action will need to be taken. 

   
  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,

  Ja

   

   

  Business Response

  Date: 04/03/2024

  We do apologize again for the inconvenience this has caused you. However, you can certainly have your insurance company email us once more. We understand this was submitted as anonymous and we are unable to verify any sort of emails sent or received by the insurance company.

  Thank you.

  Customer Answer

  Date: 04/04/2024

  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 ************************************************** has been trying to get into contact with Prestige since January. He has sent emails. I have attached one from February and another from last week. This needs to be taken care of.

   

   

   

• Initial Complaint

  Date:03/22/2024

  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.

  In January of 2024, 2 vehicles were damaged inside the car wash. The car in front was guided onto the tracks by the employee and the car wash began. halfway through, the first car came off the tracks and the car behind them was still in motion and began hitting the rear. the worker who guided the car on said, "oh the car must have come off the track." no one met either driver at the end of the car wash to discuss what had happened. the worker on site was zero help and was requiring 'before' pictures. cops were called to scene and filed a report. for 2 months, prestige claims they have video proof it was first cars fault but basically saying they do not need to provide the proof. and proof the car wash equipment was damaged but have provided 0 proof, and never stopped the car wash after cars were damaged to assess any damage to either car or equipment - they continued to send multiple cars through. prestige car wash will not provide insurance information to either driver, they only send a generic email. attorney general has been notified. lawyers will be next.

  Business Response

  Date: 03/22/2024

  Hello,

  We do apologize for any inconvenience this may have caused either driver. In the car wash, all drivers have full and sole control over their vehicles. If at any time a customer feels something is off, the drivers should alert the attendants be honking their horns. For a vehicle to be "moved off the track" the vehicle either had low air in the tires, bad alignment or the driver was touching the steering wheel. Video footage cannot be provided to customers, insurance companies are encouraged to reach out to request video via email. Again, we do apologize.

  Thank you.

• Initial Complaint

  Date:02/19/2024

  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.

  This business are doing without responsibility won any damages that cause by their equipment and a while in washing process that supposed to resolve by their equipment my cases is my car hits to another car in front of me a while both cars under process of washing in their machine . Both cars are damaged and they said this isn't responsible by them and kick out me and front cars to claim with auto insurance . This is happening on January 2024 in *********,**

  Business Response

  Date: 02/21/2024

  Hello,

  During the car wash, customers must have the vehicles in neutral and remain neutral. Along with keeping their hands away from the steering wheel. This is to prevent vehicles from moving off the tracks, causing damage to their vehicles, our equipment and other customers vehicles as well. In this certain situation, the driver in front had caused a train reaction when they had moved the wheel. The car wash does not control the vehicle, customers have full and sole control. If at any point they feel something is wrong, we recommend honking to get the attendants attention and the wash will stop immediately. We did recommend the customer contact their insurance company and if needed they can reach out to request video. However, we have not had a request send by insurance.

  Thank you.

  Customer Answer

  Date: 02/23/2024

  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. 

  On February 23,2024 

  Until now insurance companies by both vehicles still waiting evidence from Prestige that says is not responsible to them a while both insurance companies give me with both vehicles are under Machine equipment control in cases front cars and my car that in service that any damage must fill to this liability insurance and also this is almost a months both of car insurance didn't receive evidence or video surveillance from Prestige that they concerned about this is make them do not responsible for incident I had double check with them. 
  thinking about people when they said this damage during their business but they said is not at fault with their own but not provided evidence?? I let them send direct to car insurance directly with claims reference and no one received any???!!! 
  thinking of liability. Oh  no no just Lie ability

  thsnk you
  
  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,

  Paiboon

   

   

  Business Response

  Date: 02/28/2024

  Hello,

  We sent footage to the insurance agent on 2/22/24 and once again on 2/26/24. Please check with your insurance agent. As we have not denied the insurance the video. It has already been sent twice. The car wash does not control the vehicles. Customers have full and complete control over their vehicles. At the start of the wash, the vehicles must be places in neutral, the rollers gently push the vehicle while it is in neutral through the wash. The only way for a vehicle be removed off the "track" is for the front wheel to be turned or moved. This can only happen when the vehicle has low air in the tires, a bad alignment or the steering wheel is touched from inside the vehicle. The car wash cannot and does not control the steering of the vehicle.

  Thank you

• Initial Complaint

  Date:02/14/2024

  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.

  The business claims that the car washes are unlimited but when you try to go through more than once they stop you saing that you can only go through once a day which certainly is not unli.ited even though they have postings of unlimited car wash posted on all the surroundings

  Business Response

  Date: 02/15/2024

  Hello,

  Our VIP car wash plans are limited to one wash per day. The policy is posted on both our website and on the brochures when our customers join. However, with the information provided, we were unable to locate a VIP plan under "*******************". We did notice the purchase amount was for $30.00, we do have a single wash that totals $30.00 which is our Diamond wash. Our plans range from $19.99, $31.99, $34.99 and $49.99. Our single washes are $12.00, $18.00, $20.00 and $30.00.

  We were unable to locate any prior communications send from "*******************" as well. 

  Thank you.

  Customer Answer

  Date: 02/15/2024

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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,

  *****

  The account is under my wife's name ******************* and yes I may be a little off on the price of the monthly membership but if you look around your business and ask any of your employees they will tell you that you offer unlimited car wash service and as I stated before once a day is not unlimited. Even when you pull into the wash area you see a sign with a girl on it saying unlimited washes not once per day.

   

  Business Response

  Date: 02/28/2024

  Hello,

  We would like to see if we can assist you further with your wife's plan. Please email us at *********************************** and we would love to chat more.

  Thank you

• Initial Complaint

  Date:01/16/2024

  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.

  DATE OF TRANSACTION: Thursday, November 9, 2023 Unauthorized Amount Charged to my account: *********** the Business committed to provide: A carwash membership that was terminated on October 31, 2023. Nature of dispute: I contacted Prestige to cancel the subscription. I was told to remove my car tag and on November 9th I was charged for services not rendered. Business attempt to resolve dispute: Prestige has no intent to resolve dispute even after I have provided endless amounts of proof that support, I have not used the services and they can acknowledge I did not but are still charging me.

  Business Response

  Date: 01/18/2024

  Customer did reach out after November charge was processed and was unable to provide proof of cancellation which was requested to review the refund request. Plan was cancelled November 14th. All plans must be cancelled prior to the 25th of the month to avoid another month of service which can be cancelled via online or emailing. If a plan is cancelled online customers will receive a cancellation confirmation or a cancellation error email. The exception was made to refund ***** back to the customer for the month of November which has already been processed. 

  Thank you.