Complaints

This profile includes complaints for Scrub - A - Dub Auto Wash Centers, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Scrub - A - Dub Auto Wash Centers, Inc. has 21 locations, listed below.

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  Scrub - A - Dub Auto Wash Centers, Inc.

  172 Worcester St Natick, MA 01760-2229

• 

  Scrub - A - Dub Auto Wash Centers, Inc.

  143 Shrewsbury St Worcester, MA 01604-4607

• 

  Scrub - A - Dub Auto Wash Centers, Inc.

  294 Eastern Ave Chelsea, MA 02150-3308

• 

  Scrub - A - Dub Auto Wash Centers, Inc.

  235 Market St Boston, MA 02135-1972

• 

  Scrub - A - Dub Auto Wash Centers, Inc.

  102 Elm St Biddeford, ME 04005-2025

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:02/09/2025

  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.

  On 1/26/2025 I went through the Scrub A Dub car wash on ************** in ********* and as I was going through the dryer, it blew off the the driver side mirrir off the frame damaging the entire unit. I filed a claim on the 1/27/2025 and spoke to the manager ****** who gave me the okay to fix the ****** per the direction of he regional manager and send them the invoice for a refund. He also confirmed that they went through camera footage and it shows my car entering the car wash and admitted to the damage occuring at the location. Once the repair was complete, I sent them the attached invoice and the regional manager claims he will not be reimbursing me for the mirror claiming the outter part of the mirror was damaged prior to me going through the wash. I spoke to ****** K from there coporate office who was very helpful but told me all claims needs to be handled by the location. As you can see on the claim filed, no damage is shown on the outer part and i have the old mirror from the dealer if needed. I need the buisiness to reimburse me for the damage caused by them.

  

  Business Response

  Date: 02/14/2025

  We are sorry to hear of this unfortunate incident. While some of the facts that Mr. ******* have reported here are true, other are not so I will try and clarify the events as we see it. The mirror glass did fall out of the mirror while at the car wash on 1/26. This is an extremely unusual event as we wash thousands of 2019 and other model year ****** Highlander vehicles without incident. We washed over 650 vehicles on that day without out incident.

  
  Our manager on duty found a replacement glass option for $80 and out of goodwill as the cost was low, authorized the customer to have it replaced.  Mr. ******* returned with a bill for over $1,200 for the full replacement of the mirror assembly. This then brought our regional manager *** into the investigation where he reviewed the claim and the video of the incident. He found detailed images of prior mirror damage specifically showing a broken side marker lens that was present before the vehicle went through the car wash. The mirror was clearly hit either by another vehicle or by the customer driving into something. This damage would have compromised the mirror assemble which in turn caused the mirror glass to fall out when cleaned by our brushes and the air from our dryers. This would not have happened if there had not been prior damage. It is possible that Mr.******* was not aware of this prior damage. *** offered to show the video evidence to the customer and explained that we have signs posted that we cannot be responsible for vehicles with prior damage. According to **** the customer called *** a liar and did not want to see the images of the prior damage. Mr. ******* was a member of our unlimited program where he could wash the 1 registered vehicle as often as he wanted at any of our locations. During our investigation we not only found the prior damage but also found that Mr. ******* violated our policy of our unlimited program by removing the wash tag and using it to wash another vehicle.   
  

  As a result of the above we denied the claim and are not responsible for the mirror damage. Since we initially offered to repair the mirror for $80 before we discovered the prior damage we would, out of goodwill,offer to provide the $80 in future wash services.

  Customer Answer

  Date: 02/17/2025

  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. 

  Hello,

  The mirror had no damage on the outside as you can see on the attached pictures of the one the dealer removed from the car. The person who responded stated they were trying to do this in good faith and i went and replaced the entire mirror. That was never the case ase they admitted the damage was done there. I have also attached my communication with the manager ****** **** who approved the repair to be done after finding out the damage was more that expected. I made sure i received the clearance from him before performing the repair. The comment about the outer part of the mirror was damaged prior to me entering the car wash was made after they received the bill. This is all false claims by them as this is their responsibility.

  
  Regards,

  Seedi

   

   

  

  Business Response

  Date: 02/21/2025

  As you already are aware, ****** reached out to you and agreed to pay for the full cost of the mirror. Evidently there was a lack of communication between ****** (a new manager to this site) and his boss *** who oversees several locations. *** did the full investigation and rejected the claim believing that the tip of the mirror was previously damaged and was unaware that ****** agreed to replace the mirror. The pictures you posted also appear to show this crack where the mirror may have been hit. In the 4 million vehicles we washed this past year we have not damaged any 2019 - 2024 ****** Highlander mirrors.  We hope that this now resolves the issue and we apologies for the challenges in communication between ****** and ***.

• Initial Complaint

  Date:02/03/2025

  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.

  My car was damaged at the car wash. I have a truck as well which was damaged in 2023 and they paid for the repairs and the rental and are now telling me I owe them money for the rental which is outrageous and they won't help me. I told ******* and he took the picture and made the report. *******, the manager, was rude, refused to fix it, and kept bringing up the previous accident on my truck and the rental fees. She turned away from me and went back inside the facility.

  

  Business Response

  Date: 02/10/2025

  Mr. **** had an incident at our site in the fall of 2023 with a 2011 Dodge Ram pickup truck where one of our brushes failed and caused a dent in the drivers side door panel. We acknowledged the incident and agreed to pay for the repair. Mr. **** brought us an estimate for the repair and indicated it would take one week in the shop, so we also agreed to cover the cost of a rental vehicle for 1 week. It turns out, that Mr. **** was planning on having additional work done on his truck and instead of returning the rental car after one week,he kept the vehicle for over a month.  He did not notify us or the rental agency that the additional rental charges should have been to his credit card and as such the rental company charged the card on file (which was our company card) and additional $2,000. Mr. **** then refused to pay for and reimburse us for the charges that were incurred as a result of additional work done on his vehicle and not picking it up when it was ready.We did confirm with the body shop that the damage caused to the door panel was repaired in one week or less. This amounts to fraud as far as we are concerned.
  
  In the above incident, ScrubaDub acknowledged the incident and paid for the repair and what should have been a one-week rental. The customer took advantage and defrauded us out of about $2,000 of additional renal fees.
  
  The marks on Mr. ***** 2011 Chrysler 200 (14+ year old vehicle) were not consistent with anything that the car wash could cause. We washed 800 cars on that day and 37 cars in the hour that Mr. **** claimed that this incident occurred. There were no other complaints during that hour or that day. In the above incident from ************************************************************ this incident, since the equipment works the same on every vehicle there would have been marks on the car before and the car after yet there were other issues or incidents. Our conclusion is that either these marks were there prior, and they were not noticed until the vehicle was clean, or the marks were caused elsewhere, and Mr. **** is trying to claim they occurred at the car wash. Given the history with this customer, ******************** is strongly denying this claim. 

  Customer Answer

  Date: 03/12/2025

  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. 

  See attached 

   

   

  

  Business Response

  Date: 03/12/2025

   

  There is clearly conflicting information here. We were given information that additional work was done to the Dodge Ram and additional payments were made. That said, we wash over ******* vehicles annually at this site and 800 cars on the day that Mr. **** said that his new to him 14 + year old vehicle was marked by us. Suggesting that the local body shop in town is full of cars we have damaged is ridiculous. We can agree to disagree and unfortunately there is no middle ground solution we can see here and again deny this claim. .

• Initial Complaint

  Date:11/09/2024

  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.

  To whom it may concern,On November 3, 2024, I sent email correspondence to scrubadub website to cancel my super unlimited car wash membership and Cease and Desist from Withdrawing Funds from my bank account. In regards to the following unauthorized transactions listed (see transactions: August 23, 2024 - $49.99 unauthorized) In accordance with Massachusetts General Law Chapter 93A, unfair and deceptive practices, I am requesting my refund in the amount of $29.99, . Be advised, in May of 2024, I reported an unauthorized charge to the Scrubadub corporate office and to the Scrubadub ****** location. In May 2024, the manager satisfied the unauthorized transaction and provided a credit to my bank account and one time complimentary car detail card. After that incident, I purchased the $29.99 super unlimited car wash membership. However, on August 23, 2024, Scrubadub charged $49.99, to my bank account.I am asking for the following remedy from Scrub A Dub, a refund in the amount of $29.99 be credited to my bank account.Yours truly,********* ***** Tel. ************

  

  Business Response

  Date: 11/13/2024

  There may be a bit of confusion here that I hope to clear up. Mr. ***** purchased a unlimited wash membership plan that has a monthly reoccurring charge. He agreed to the terms and signed a contract on 5/14/24 and he uploaded here with his complaint. The contract was for Unlimited Super Choice Washes for the cost of $29.99 per month. This service/contract continues until the customers cannels in writing or by clicking a link on our website where a short form can be filled out. I have uploaded a copy of all transactions with Mr ***** and there is no $49.99 charge on 8/23/24 as he suggests. 

  Apparently with in a few minutes of signing up for the $29.99 plan, Mr. ***** decided to change his plan to a special promotion we had whch allowed for a much better wash for the same $29.99 for three months. (A discounted price from the normal $49.99)  On the 4th month, the price Reverted back to the $49.99 and he was charged that price on 8/14/24. Mr. ***** complained to us that he was overcharged and we gave him a Refund of $20 on 8/22 and changed his plan back to the original $29.99 plan. (He did however receive the better wash from the period of 5/14/24 - 8/14/24. We also out of good will, gave him a complementary Interior cleaning service. On 9/14 and 10/14 he was charged the agreed upon $29.99 and washed his car during those periods. His last wash was on 10/22. He canceled online on 11/3/24 and there have been no additional charges. As a result we do not owe Mr. ***** anything and have been more then fair giving him a better wash for several months at no additional charge and a complementary interior service.  

• Initial Complaint

  Date:08/16/2024

  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.

  In regards to cancellation transac# *********** and Unlimited PlanBarcode #*****+021522, I requested for my plan to be cancelled and a refund issued. My car is not in commission. More than 5 business days have passed and no refund. I can't continue to wash an invisible vehicle. Over the years I've paid more than $30, but for this instance the request for refund is $30

• Initial Complaint

  Date:05/20/2024

  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.

  My car was hit by the car behind during car wash. This car wash company doesn't admit fault even after review video footage and verified that the incident indeed occurred inside their facility, so I have to go through insurance, but they even REFUSED to share their insurance info with me! Incident report that was filed by me immediately after the incident on site: ********************************************************************************************************************************************************************** ****** review from other user who had same issue: *****************************************

  

  Business Response

  Date: 05/24/2024

  This carwash location has a "belt style" conveyor as compared to a traditional chain and roller conveyor. When customers drive their vehicles onto this belt they are instructed to put their vehicle in *******. At this site, there is a large video monitor that visually instructs the customer to place their vehicle in neutral. There is also an automated very loud voice that says, "Please put your car in neutral and keep your foot off the brakes". There is also an employee helping direct the customer who then directs the customers attention to the neutral sign. With all of these instructions is often difficult for us to determine if the customers vehicle is in neutral as instructed or park. Since the vehicle is on a belt, it will travel through the wash fine either way until it gets to the end. If the vehicle is in neutral, when it gets to the end of the belt conveyor and the front tire is pushed off the belt and onto the concrete pavement, the vehicle will roll forward slowly out of the wash. 

  In this specific case we have very clear video evidence of the following. 

  It appears that the vehicle was not in ******* as it was supposed to be via the instructions at the beginning of the wash both visually and verbally. When the front tires of the Tesla came off of the belt and hit the concrete, they did not rotate indicating that either the vehicle was in park, the Tesla has an auto hold/brake or the customer was pressing the brake. As a result of the front tire not rolling freely forward, the vehicle stopped moving and the rear tires began skipping over the belt flights. 

  We have instructions at the exit of the wash with a large sign with yellow and green lights. The sign lights up yellow and say's "wait" until it is time for that vehicle to drive out at which time the light turns green and says "Go". The green GO light did illuminate telling the customer to drive out but the customer remained in that position for 8 to 10 seconds which allowed the next vehicle to bump into the rear of the Tesla. At the moment of the bump, the Tesla driver was able to drive the car out of the building. This clearly was an incident caused by an operator error.Whether this was a result of the vehicle not being in neutral or the customer stopping the vehicle from rolling forward as a result of their action is not clear. So unfortunately, we must deny the claim. We are happy to meet with the customer and show them the video of the incident. 
  

  Customer Answer

  Date: 05/24/2024

  Thanks for your response. I appreciate that you share detailed explanation, but thats completely different from my experience. To review what the owner mentioned, I contacted the manager today to request a copy of the video footage, but he refused to share the video copy in any format. As an alternative, I drove to the car wash again today, went through the wash cycle and recorded my own video. 
  
  
  The owner claims that there is loud voice alert, but I can attest that this is absolutely a lie! I intentionally turned off my car audio, listened carefully, but heard nothing at all. My video recording can prove this as well. 
  
  
  Regarding the visual sign, I saw it today, so he was not lying. However, it was very different on the say when the incident happened. On that day, there was a staff standing in front of the sign signaling me to pull forward onto the belt. Now, image yourself as a drive like in my position, you make a 180 degree turn to prepare to enter the wash, then you suddenly see a person instructing you to follow him, do you pay attention to the instructor, or you watch around for other signs?? Neither me nor my wife (sitting in the passenger seat) saw the visual sign. It must be the staff blocked our view. The owners video likely will prove this.
  
  
  Last but not least, I strongly believe the owner has responsibility in protecting his customers within his facility. If the operator enforces enough safe space between cars rather than ******* customers into the wash, and if the operator carefully monitors the facility and stops the operation when seeing my car stuck, the incident would certainly have been avoided. BTW, when I drove out the car wash and looked back, I was shocked to see how close the cars behind me were spaced. I am sure this will also be in the video recording. 
  
  
  Here, I request again that the owner share the video recording, so that both me and third party like BBB can review what actually happened. 

  

  Business Response

  Date: 05/31/2024

  We have attached two pictures that *** be helpful here with regards to whether ScrubaDub provides ample notice on the customers responsibilities on how to enter our facility and properly load the vehicle.  The first picture as just before the customer enters the building. The sign is labeled in large letters "Prepare To Load" and tells the customer that they should be prepared to put their vehicle in neutral as soon as they drive onto the belt. This sign is clearly visible for two to three car lengths before the car ever gets into the building. 

  Once the car enters the build and is on the belt, the ** on the driver side displays the image in red that says STOP - Neutral. We have also confirmed that there is in fact and automated voice for every car that says, "Please put your car in neutral and take your foot off the brake". This is played loud enough so that most in not all customers can hear this inside their car with the window closed. I do not know for sure what it would sound like inside of a Tesla. The attached picture shows the actual vehicle as it was loading on 5/12 and the sign is clearly visible in the site line of the driver. 

  We think that ScrubaDub goes above and beyond in trying to provide a safe environment for its customers. This clearly was an operator issue of the vehicle being in Park and not neutral and the customers failing to dive the vehicle out at the end of the wash process. As stated, if the vehicle was in neutral, it would have rolled out of the exit gently on its own and there would have been no incident. Finally, there *** have been a miscommunication on the vireo of this incident. We are happy to sit with this customer and show them the video of the incident and have offered to do so. We are under no obligation to give him a copy of the video, 

  Customer Answer

  Date: 06/04/2024

  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 Answered. 

  Thank you for providing the images. They are helpful. As I mentioned earlier, there was an employee standing in front of the sign when I entered your car wash. He signaled me to move forward and blocked my view of the sign.

  Anyway, if you really believe you don't have responsibility, can you share your insurance info with me so that I can file a claim? It's simple, that you are the defendant and you cannot simply decide that you are not at fault. A third party do the investigation and decide whose fault it is. Therefore, can you share your insurance info? I have subscribed legal service through my employer but I would rather settle it through the insurance company. 

   
  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:02/15/2024

  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.

  Brought my new car to be washed and I now have all these scratches on the passenger sign of the car I put in a incident report and they are telling me they will not fix my car that it didnt happen there. I had no scratches on my new car

  

  Business Response

  Date: 02/16/2024

  We understand Ms. ******** concerns however our location did not cause the ****s on her vehicle. Although this is a new vehicle to her, it is a 2020 vehicle and therefore is 3 or 4 years old. The location she visited is a brand new facility with the latest state of the art equipment. The site washed over ***** cars that day with no complaints or issues from other customers.  There was nothing the broke or went wrong during her was visit and there were no issues with the cars immediately before or after her wash. We have washed over ****** vehicles at this site in the past 16 days with no incidents and have washed over ******* vehicles during the same period at our other sites with no issues such as identified in her complaint. 

  A car even slightly coated with road dirt or film, will obscure most scratches and ****s. We realize that the first time a person may notice a new **** is after a car wash. It is understandable for any customer to feel that this newly discovered damage was caused by the maze of what appears to be complicated machinery. In our current modern facility very little touches the car except for some soft cloth and water pressure.  This material is treated so that dirt cannot be absorbed into the finish.  If something did stick to the cloth, it would **** every car in a line at the exact same place as it traveled through the wash.  In addition, our side cloth spins at over fifty rotations per minute and if it could make a ****, it would make a dashed line all the way down the car in a straight line, not in just one spot.  We have found that at this time of the year,removal of snow and ice by hand or by ice scraper is a common cause of scratches.  Another widespread cause of scratching is from the sand and salt that is blown up from the roadways. After reviewing these ****s at the time of the incident, it was determined that these were consistent with ****s caused by the removal of snow and ice with a scraper, brush, by hand or similar device. We therefore unfortunately must continue to deny the claim. 

  Customer Answer

  Date: 02/16/2024

  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. 

  When I bought my car in December I had no scratches on my car I would not  not did I take a ice brush to my car other than the windows  those scratches were not on my car until I went to there car wash  
  
  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: 02/21/2024

  Unfortunately, there is a major difference of opinion here.

  Our analysis is based on facts regarding how many cars were washed on that day, that hour as well as the cars washed immediately before and after this wash. These marks also do not line up with anything that the brushes could have caused if there was such a malfunction. These marks are consistent with snow and ice removal whether it be by brush or by hand. We are a responsible company that stands behind its product and service, but in this case unfortunately we must deny responsibility and suggest she take this mater up with her insurance carrier. 

  Customer Answer

  Date: 02/22/2024

  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 was not done by brush nor by hand scratches were not there when cast was purchased in December but miraculously showed up after the car wash  

  
  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:10/17/2023

  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 went into the car wash and came out with steaks scratches all down my passenger side of my truck. This is so frustrating. Idk what went thru before me or why this harmed but only down my passenger side. Theres one of that side from the other day. If it helps.

  

  Business Response

  Date: 10/26/2023

  We reached out to this customer by phone, and I believe email as well and left several messages. No response...

  We do not know the location, the date or the time of this incident and we are not aware of any complaint filed at our sites in the market that we believe this customer to be in. We have had no other complaints of marks on vehicles during this period and have washed thousands of vehicles. We would be happy to have our regional director *** meet with this customer to fill out an incident form and to review the vehicle. They just need to return our calls and or email.

• Initial Complaint

  Date:10/17/2022

  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 am send *** this complaint on my behalf and anyone else that *** have the same issue although I have no way of know*** who they are.For many years, I have been a customer of the ******************* in ******* **. Located at 2 ***************************(********** At Route 93)Dur*** that time I often purchased prepaid car wash tickets.Dur*** August of 2022 I visited the car wash only to find it closed but I happened to see long time owner and he informed me that his father had died and runn*** the business alone was burdensome.He volunteered and I did not ask but he told me that the new owners were Scrub a Dub Car Wash and it is located at **************************************************************. He also told me that the sale would be complete by September 1, 2022 and they would honor my prepaid carwash tickets.After September 1, 2022 I called the new owner and talked to a ************************** and he agreed to the facts detailed above and asked for time to settle one matters.Since that conversation every time (at least 5 or more times) Includ*** yesterday I have left a message but no return phone call.I am ask*** you to help recover approximately $250 in car wash tickets but more importantly obtain commitment from them to make segos effort to compensate all of Minute Mans customers since it would seem to me that they have the information to do so.Thank you for your consideration regard*** this matter.

  

  Business Response

  Date: 10/18/2022

  Thank you for your comments.

  We understand that you have purchased approximately $250 worth of wash coupons from Minute Man Car Wash. You were correct that it was a father and son business and that the father passed away and the son decided that he no longer wanted to run the business. The son actually closed the business back in December of 2021. It was closed for 9 months until we purchased the assets of the company. (land, building and equipment of a non operational company) Unfortunately your purchases was made with the prior company that closed down well before we purchased their assets. You complaint should have been with the previous owner in the 9 month period from December 2021 until now to try and recover any payments made to them.

  We took possession of the land and building around September and are working on plans to demolish and rebuild the site to be a brand new ScrubaDub Car Wash with the latest technology. We will be investing millions of dollars to build a site that customers will love. We do not except to reopen this site for at least one year. Although we cannot give you any compensation for the purchase you made with the prior company, out of good will we would be happy to reach out to you when we open the new facility and provide you with some complementary washes at that time. **** did receive your message yesterday and has reach out to you today. (left a voice message) We look forward to you washing with us at this location in a year or so. 

  Customer Answer

  Date: 10/21/2022

  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,

  ****

   

   

• Initial Complaint

  Date:10/03/2022

  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.

  Three days ago, after noticing hesitation in my car while the engine was switching gears, I took my car to a transmission repair place to be looked at. They said my car was about a gallon low on transmission fluid, and that I appeared to have a very slow leak in the lines... that it had been leaking for probably 9, 10 months. They said that what would have been an easy fix several months ago is now a $4000 transmission replacement because third gear has been damaged.Over the 14 months, I have had 5 oil changes at Scrub-A-Dub. At each one, they have claimed to have checked the fluid levels, and signed off on them. 14 months ago, June 2021, I had the transmission flushed there. In October 2021, April 2022, July 2022 and last on September 1, 2022, I had oil changes there. September 1 is less than a month before the transmission fluid was found to be a gallon low. October and April claim the transmission fluid was "checked". July and September claim it is a "sealed" system, which it is not. Scrub-A-Dub has been negligent in what they claim to be checking during an oil change and (besides wondering what else has not *actually* been checked) that has cost me thousands of dollars in a transmission replacement.

  

  Business Response

  Date: 10/03/2022

  This complaint should be directed to SCRUB-A-************ and ***************** located in ********* ** and not ** ScrubaDub Auto Wash Centers located in ****** ** with sites in ***********. We are not affiliated with the ********* company and do not operate any oil change facilities. 

  The contact information of the SCRUB-A-DUB ********* company is 809 ****************************************************** 53214  ************** *******************************  https://scrubadub.biz/

  I assume there would be a way to file your BBB complaint with the correct company. We respectfully ask that this complaint be removed from our account. 

  Thanks

   

  Customer Answer

  Date: 10/03/2022

  Better Business Bureau:
  
  In reference to complaint #********, the BBB gave the incorrect business information for Scrub-A-Dub. The complaint does not concern the Scrub-A-Dub in ******, **. I will open a new complaint after finding the accurate business address on BBB.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:09/25/2022

  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.

  12/2/2021 I pulled into Scrub a dub car wash for what ended up costing me $1600.00. I went there just for an exterior car wash. I was convinced by the sales person to purchase the add on "interior Detail." Upon Exiting my vehicle i realized i had left my backpack inside. I turned around to retrieve it and I noticed one of the workers spraying a liquid through the interior parts of my car. Specifically he was aiming the device at my dashboard. Confused I asked him what he was doing to which he replied "I am santizing the vehicle because of CO-VID I watched in horror as the young workers were slamming my seats back and forth jump in and out of the vehicle (its a 2 door hatchback) and even leaning on it. They signaled my vehicle was done and as i walked forward towards the group I made contact with one of the workers and said "Thank You." to which he looked away from me and ignored me. I entered my vehicle noticing the surfaces were very damp i just wanted to leave. As i pulled out of the wash i noticed my brand new Alpine Ilx-207 multi media interface looked as if it was shut off which i figured one of the workers did by mistake while wiping down the interior. i checked all connections and realized that the liquid had penetrated the stereo and caused it to short circuit. I pulled back into ther car wash and asked to speak to the manager. I told him what happened and he asked to see my vehicle. Moments later him and the interior detail manager are unplugging fuses under neath my hood, cutting wires to the amps that control the unit, and who knows what else had i not stopped them. As I was filling out the incident report with ******* the worker who was spraying the liquid inside my vehicle came up to me and apologized for breaking my Stereo. ******* instructed me to take it to a car audio repair shop and have it diagnosed. Sure enough liquid was the culprit. Upon telling ******* of the findings he told me Scrub a dub is not liable for any damages.

  

  Business Response

  Date: 09/28/2022

  Unfortunately our investigation indicated that we did nothing to cause the radio to stop working and therefore denied the claim.  We do not even know if it was working when the customer brought the vehicle in. Below is the comments on this case from the site manager who dealt with it directly. It is also important to note that this vehicle is 10 years old and the radio is an after market radio that according to the customer was installed recently. We advise all customers that we cannot be responsible for vehicles 10 year or old or modified *********** items. In this case he had an after market *********** radio that was installed when the vehicle was 9 or 10 years old. According to an independent diagnostic there was nothing wrong with the radio and water was not an issue. We have no idea whether the radio was working or not when it was brought in but we did the same interior cleaning process to this vehicle as we do to all vehicles and have never damaged a radio in the process. We have attached or disclaimer sign. 

  These are the comments from the manager who did the investigation.
  

  "I personally dealt with this gentleman.  The amps and subs were not the problem it was the radio.  I was with the customer and had my electric meter checking for power with him trying to help him out, till I said you have power that's as much as I can do.  He assumed we got it wet so he took out the radio or had someone do it and brought it back to us to "dry it"which we put a fan on it and then he demanded we put it back in.  I said we are not trained to put them back in and everyone is different. We did try with the customer but again reiterated this is not what we do so I had him there with me helping to take the responsibility away. The radio still didn't work so we said we would send him to get a diagnostic test because we still have no idea why it doesn't work nor do we know if it ever worked when it was in the garage. The diagnostic test back back saying that the radio was fine and nothing wrong with it, that's when he started saying we were jerking his seat back and forth and must of messed up a wire. (which I checked for power so it couldn't of been a broken wire).  Also he said he had a dash cam showing the second we sprayed water it hit the radio and it went out, so **** asked me to ask him to see the footage which he couldn't provide.  So **** said the diagnostic test said water was not the issue and the finial conclusion was still up in the air on why it wasn't working so we couldn't take responsibility for it because we don't know how it broke in the first place, but if he could provide the video we could take it further and we never heard from him again.He also stated that it was only put in "X" long ago and should be under warranty and that's why we thought we never heard from him again. He lives in ******* and that is where he got it all done , he said his boss paid for it as a bonus type of deal. I do have the video of us cleaning his car, it is 15min long so not sure if I can send it over email. Clearly no **** housing with the seats."

   

  Customer Answer

  Date: 10/11/2022

  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.]

   

  The reason I got the BBB involved in the first place is because of the lack of integrity and professionalism both of which shine through in their response. i will have all parties know that My vehicle is my number 1 prize possession and I can prove that with the receipts I keep for maintaining it and for anything I have had PROFESSIONALLY installed. I came into scrub a dub car wash with a working MMI (multi media interface) and because of negligence on the part of your staff I had to go out and buy another radio and I have the date and receipt for that too just in case someone wanted to imply that the stereo was already broken. Im not going to sit here and do he said she said. All I want is for scrub a sub car wash to take responsibility for their wrong doing.  

   

  
  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: 10/12/2022

  Unfortunately we have to agree to disagree. We stand by our prior response in that with the vehicle over 10 years old, the radio a replacement not factory radio and us no knowing if it worked or did not when it was brought in, we cannot assume responsibility for this incident. Our team cleaned this vehicle the same as they clean all other vehicles.