Complaints

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

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  Golden Nozzle Car Wash

  93 West Broad Street Springfield, MA 01105

• 

  Golden Nozzle Car Wash

  520 Montgomery St Chicopee, MA 01020

• 

  Golden Nozzle Car Wash

  425 Center St Ludlow, MA 01056

• 

  Golden Nozzle Car Wash

  39 Green St Milford, MA 01757

• 

  Golden Nozzle Car Wash

  492 Pleasant Street Northampton, MA 01060

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:05/20/2025

  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.

  On April 19, 2025 I went in to the ************ location to get my unlimited pass for 1999 at that time I wascharged 2127 then fast-forward to May 20 I was charged 3190 for renewal which I did not authorize When I inquired about it at the ************* location. I was for informed that I will have to take it up with corporate in order to get was given the phone number left a message received the phone call back representative stated that my pass is a 2999 pass for the unlimited pass which I not Authorize of the 3190 charge on my account. I authorize the 1999+ tax the representative on South Street entered and promotional code, which gaveme a discount that I had no awareness about. I tried to contact them directly was rudely hung up by the manager, which I have recorded phone that she hung up on me. She then proceeded to refund my card and downgraded my pass 9.04 which is less than ***** overcharge .

  Business Response

  Date: 05/22/2025

  I spoke with our customer service department and was told this was taken care of already. I also tried to reach out to ****** by phone and left a voicemail to see if there was anything else needed but was unable to make contact. 

• Initial Complaint

  Date:05/02/2025

  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.

  The Golden Nozzle has been unresponsive to both ************* calls. On 4/22/25, I went to the **********, ** location to purchase a $60 Wash Book, good for 6 washes of The Works. The employee opened the gate & had me go through so he could charge me once inside. But once inside, he couldnt figure out how to charge me. Unable to reverse out with a line of cars building up behind me, I had to just pay the full price of $17 for a single wash, which I wouldnt have done from the beginning. I have spent the past week emailing & calling customer service for some sort of resolution to this, but all attempts have been completely ignored. I would either like to have $7 refunded to me so I receive the $10 wash I expected, or else complete my purchase of a Wash Book by getting my remaining 5 washes for the remaining $43.

  Business Response

  Date: 05/05/2025

  Hi, this has been resolved. Thank you

  Customer Answer

  Date: 05/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:04/24/2025

  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.

  i have been a member of golden nozzle for 3 1/2 months and my car suffers from several scratches on my car and i am requesting my membership money back please

  Business Response

  Date: 04/25/2025

  Customer claimed that our Car Wash damaged his Vehicle, claimed scratches all over, including the Roof. We investigated the Claim & found the scratches were not caused by our equipment. The vehicle in question is over 17 years old & the scratches were in different directions then our equipment & how it contacts the vehicle. Subsequently we washed several thousand vehicles at the location during the time they visited & no other similar claims. Our equipment was in working order.

• Initial Complaint

  Date:04/10/2025

  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.

  3/29/2025: I have held a monthly membership and used the car wash for years located in *********, ME without issue. On 3/29/25 upon exiting the automatically propelled car wash my ***** Tahoe was pushed into several metal barrel stored too closed to the exit of the car wash. As I continued to exit I realized that the vehicle in front of me and behind me also suffered significant damage. At this point the employees immediately stopped the car wash and pushed the barrels out of the way so no more cars were damaged. We were handed a card and instructed to submit a claim to corporate. Which we all have done and we have all been denied and told it is our fault, that we took the turn too sharp. I have left multiple messages and my phone calls have not been returned. Finally the local manager, ****, called me to tell me it was the fault of the driver in front me of me and to go after him and his insurance. The cost to repair my vehicle is $3,000 and the vehicle in front of me suffered far more damage. The repair shop told me they have several customers as a result of the shady operations of this car wash and the damage caused to many vehicles. This business is unreasonable and the lack of communication is unfair. The storage of metal barrels causing thousands of dollars in damage is unacceptable and they need to repair my vehicle for their negligence.

  Business Response

  Date: 04/15/2025

  Good Afternoon,

  During the time frame from the incident, we have done substantial investigating and have determined that the carwash was at fault.

  and on 4/10/2025 we contacted ****** and asked her to get an estimate for the damage. she responded on 4/11/2025 via email

  with the estimate to fix her vehicle which intern on 4/14/2025 I forwarded the estimate and check request to our payables department.

  So, in conclusion this matter has been resolved.

  Thank You,

  **** *******

  District Manager

• Initial Complaint

  Date:03/31/2025

  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 February 19th, 2025 I used the Golden Nozzle car wash located in ******, **. Immediately upon exit of the car wash track exiting the tunnel there was an unavoidable patch of large potholes. I as I exited the car wash into the patch I heard scraping and banging in my front end, I pulled over to notice my bumper shield no longer attached. I immediately called town police and submitted a call log report and was told to acquire the locations insurance information and proceed from there. The location has refused to provide me with insurance information since the date I filed the incident report on February, 20th, 2025. I spoke to an employee via phone call on March 12th who claimed they are not allowed to give me their insurance information and I must use a mechanic they provide if I want them to cover repairs. I have since left multiple messages requesting their insurance information and they have stopped calling back or contacting me. I have photo evidence of potholes and damage I would be happy to share but they are too large to attach here. Ive attached an image of the automated email confirmation of them receiving my incident report.

  Business Response

  Date: 04/01/2025

  Customer was contacted concerning her Incident and was provided with information for her ***************** and where to send any correspondence involving Insurance Claims. Furthermore the Potholes in question have been repaired.

• Initial Complaint

  Date:03/17/2025

  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.

  I put my brand new truck through the car wash. When I got home (just a few minutes away) my wife noticed 2 dents and scratches on top of the cab.The damage is estimated close to $1500. I immediately returned to the car wash. The manager 'Angle' took several photos and handed me a card to scan and file a claim. He came across as very friendly and concerned but in the long run was useless in helping me.After several days and no return call, I called the claims number. They said they never received my claim. I have a screenshot saying they did receive it. So through the long process of photos and details again. After many calls to Angle and ** ***** (Territory Manager?) and **** ******* (Operations Manager?),I am told after viewing their cameras they see no damage on my truck entering and exiting the car wash. I ask for a copy of the recordings, I am refused.I return to the Wilbraham car wash and reluctantly Angle lets me view the footage. Now the recording is not the sharpest and there is plenty of glare and reflections. But, after several attempt to stop the recording at just the exact second when my trunk exits (remember the truck is being moved forward, not still), I could see the larger 1st dent and long scratch. Angle and ** ****** claim they see nothing. **** ******* never returned a single call.When I first returned to the car wash to complain, a man walked up to me with his hands about 1+1/2 feet apart and asked "are you looking for a piece of chrome"? Maybe that was caught in the large rotating brushes and hit my truck? I mentioned this to Mr. ** and he replied 'not possible. that would have caused much more damage'. What kind of answer is that. Seems to me he is now acknowledging the damage but not accepting responsibility.I found him to be very condescending, rude, and demeaning. I wish I had read the many negative reviews beforehand. Seems to me the main purpose of their claims process is to deny responsibility. Wish I read read the reviews.

  Business Response

  Date: 03/17/2025

  Thank you for bringing your concerns to our attention. We have thoroughly investigated the situation regarding the dent on the top of the customers vehicle.
  On the day visited, we washed 84 vehicles without encountering any issues and continued to wash vehicles after without any issues. Our car wash system operates with rotating brushes designed to clean the sides of vehicles, while the top is cleaned by soft cloth mitts that hang from a basket. The rotating brushes claimed in the complaint do not come in contact with the roof of the vehicle. It is important to note that for a dent to occur as described in the customers complaint, there would have had to be significant force applied.Given the nature of our equipment and the cleaning process, it is not possible that our system could have caused the damage mentioned.
  We understand that the situation is frustrating, but based on our investigation, including the review of footage and a thorough inspection conducted by both ***** ****** the district manager, and the manager on duty, we found no evidence that the damage occurred as a result of our services. We also offered the customer the opportunity to view the footage, which did not show any incidents during the wash that would explain the dent.
  While we acknowledge that something clearly happened to the vehicle, we believe the damage did not result from the car wash.
  We remain committed to providing excellent service and ensuring customer satisfaction. Please let us know if you have any further questions or concerns.

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23072514
  
  I am rejecting this response because: These people refuse to accept the facts. Simply put, my truck was brand new without any damage immediately before I entered the car wash. When I exited there was the damage described. No ifs or buts. Just because the exact cause of the damage can not be 100% certain does not mean it didn't happen, AND it DID happen in this car wash.  I did see the damage on the camera footage. Of course these people simply say  'we see no damage'. I pointed it out to them on the recording. The fact they won't give me a copy  is proof enough. If you read the many negative reviews you'll notice a typical response: 'we washed X number of cars that day and no one else had a issue". Well I HAVW  an issue. Lame excuse. The other typical response: 'we inspected the equipment and it is determined to be operating properly'. Well NOT when I went through!  Etc, etc, etc.    I don't expect Golden Nozzle to change their tune but I do want others to be aware of their don't give a c*** attitude and almost universal denial of responsibility. The fact that they have these glossy pre-printed heavy stock post card like claim cards with bar code to scan and file a claim is proof enough they have regular issues with damage like mine.

  One more effort to resolve this with Golden Nozzle. I had a paintless dent repair service pull the dents to my satisfaction. I have touched up the scratches myself. The cost was $550.  This is a fraction of the $1500 I was quoted for an autobody shop repair and paint. So how about you  people step up and pay me the $550. I'll be somewhat happy and you can show the public you care.

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

  Business Response

  Date: 03/19/2025

  After reviewing the damage claim, we have found no supporting evidence. Therefore, we will not be responsible for any payment related to damages claimed.
  

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23072514
  
  I am rejecting this response because:

  It is clear to me that these claims people exist purely to deny claims. Sad thing is they probably get paid a descent salary just to say no! What a poor way to earn a living.

  So I am done. Hope the public learns from my mistake. STAY AWAY FROM GOLDEN NOZZLE .... unless you don't care about your vehicle.
  
  Sincerely,
  
  **** **********

• Initial Complaint

  Date:03/13/2025

  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.

  I went in for a car wash on January 27. A part of the machinery was broken, resulting in it breaking my driverside mirror. I got 3 quotes for damage reparies and filled an inquiry. I have called corporate as well as the car wash themselves seeking information on when my car will be fixed with no reply. The phone keeps saying "mailbox full" The incident happened at the golden nozzel on ***************** in ******.

  Business Response

  Date: 04/22/2025

  This issue has been addressed and resolved.

  Damage to vehicle has been repaired and any further customer issues were taken care of.

• Initial Complaint

  Date:02/24/2025

  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.

  Went to the golden nozzle car wash on 2/21 and the machine never gave change even though the receipt said to proceed to attendant for it. Theres no attendant at the car wash and I email costumer service and they stated they dont give change and offered a coupon for a free wash!

  Business Response

  Date: 03/10/2025

  We met with this customer and gave her the refund she requested.

• Initial Complaint

  Date:09/24/2024

  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.

  I filled an incident report with golden nozzle car wash and provided the date and time and place this took place and what type of car I had. My mirror was damaged in the car wash, and it is not an accessory or aftermarket part of my car , and they are refusing to compensate me for my damaged car . And said it was my fault the dealership must have put it on wrong

  Customer Answer

  Date: 09/24/2024

  I was told that the dealership must have put my mirror on incorrectly, and that is the reason why it came off in the car wash and therefore golden nozzle is telling me that they are not responsible for compensating me. However, there is only one way for the mirror to go on. It completely snapped into place when you put it on, and I highly doubt the dealership would put it on incorrectly and that it wouldnt have fallen off just driving the car if it wasnt properly secure in the first place, I believe I am being treated unfairly and their policy clearly states that they should be able to compensate me for the damages done to my vehicle 

  Business Response

  Date: 09/24/2024

  We, Golden Nozzle are not responsible for the damage as our equipment was in proper working order and this was the only complaint received for side mirror damage this year. Customer admitted they were recently installed and the only way it would have been damaged in the Wash is if it was already broke and or loose. We washed thousands of cars at that location and have had no other similar claims.

  Customer Answer

  Date: 09/24/2024

  
  ********** ********
  
  I am rejecting this response because: The mirror had been installed for at least 5 days and did not fall off at any point before enter this car wash. (Such as high speeds on Highway) Also it should taken into account that just because a part of your car was replaced recently doesnt mean that golden nozzle should then not be responsible, it was Not put on incorrectly. If this was true my mirror would have fallen off WAY sooner. There is only one way to put it on and it snaps in completely . I do understand why golden nozzle believes  the dealership is at fault and could have put the mirror back on incorrectly. The ********** dealership should know how to put on a mirror cap I could understand if it was just ordered online and then I put it on myself , but it was purchased and put on by ********** themselves!! Again in your policy it says if damage is done to your vehicle that is not after market or an accessories you will be compensated for it. At this point you are refusing that to me. 
  
  Sincerely,
  
  **** *******

  Customer Answer

  Date: 09/24/2024

  
  ********** ********
  
  
  I am rejecting this response because: The mirror had been installed for at least 5 days and did not fall off at any point before enter this car wash. (Such as high speeds on Highway) Also it should taken into account that just because a part of your car was replaced recently doesnt mean that golden nozzle should then not be responsible, it was Not put on incorrectly. If this was true my mirror would have fallen off WAY sooner. There is only one way to put it on and it snaps in completely . I do understand why golden nozzle believes  the dealership is at fault and could have put the mirror back on incorrectly. The ********** dealership should know how to put on a mirror cap I could understand if it was just ordered online and then I put it on myself , but it was purchased and put on by ********** themselves!! Again in your policy it says if damage is done to your vehicle that is not after market or an accessories you will be compensated for it. At this point you are refusing that to me. 
  
  
  Sincerely,
  
  
  **** *******
  

  Business Response

  Date: 09/24/2024

  While we take all complaints seriously and follow up on them we still believe your vehicle was not damaged at our Wash. Our equipment was in working order and have washed hundreds of vehicles before and after with no incident other than yours. However the mirror could have been installed incorrectly or been bumped by someone walking by causing internal damage etc. We do not consider it an aftermarket part as stated in your Incident and does not fall under that. Thank you.

• Initial Complaint

  Date:09/23/2024

  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.

  I arrived to use my membership and the gate wouldnt open. I yelled over to a young kids who said I was in the wrong place. I moved lanes and it still wouldnt work. He yelled back wrong company. I yelled back that I had a membership. He looked at an old sticker and again said I was at the writing place, I explained that it was old and i belonged with them now. I asked for a manager and they got ***** on FaceTime. I pulled up my receipt and they reviewed it and said I did it wrong. I asked to fix it and they said do it again. I asked to apply it to the membership and they said no. I must have entered it wrong, they had no resolutions, and turned me away. The business does not have any secondary level of customer service on site. The young man wasnt getting that I was looking for resolution and the man on FaceTime just asked if there was a line. I told them I would contact you and they then said the man on FaceTime wasnt the owner. ***** took ownership for resolving a customers needs.

  Business Response

  Date: 09/23/2024

  Hi, I apologize for any Inconvenience this may have caused. I will reach out to ***** to schedule a time and date when she is available to resolve this issue. Thank You!