Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/13/2024

  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 husband got his car washed at Zoom in ******, ******** 3/11/2024 The car wash was so powerful, it ripped the spoiler into shreds off the back of the ***.We contacted, ****, the manager in ******, and he stated he'd only pay half. When we questioned why he stated he has pictures and it showed the spoiler was loose as the *** went into the car wash. He kept saying he would show us pictures as we disputed the spoiler was not loose by any means, and asked that he text us a picture so we could see for ourselves. **** **** up on me and refused to not only pay the full price for my husbands car to be repaired, he refused to even give us the time of day. I personally reached out thinking it was a language barrier with my husband as he is not from the states. That wasn't the case. This is disgusting as a business to handle a claim this way!

  Business Response

  Date: 03/14/2024

  
  Response to BBB complaint.
  First, I explained to the woman on the phone that because we believe the rear spoiler on the vehicle was already compromised before going into the tunnel and that this was the main contributing factor which we believe lead to the spoiler being damaged when it went through our blowers at the end of the wash. We thought we were being more than fair by offering to paying half of the cost. I told her we were basing our decision on the picture alone because it clearly shows the drivers side of the spoiler lifted up about a inch or more before it entered the tunnel. I told her we have put thousands of vehicles through our wash with the same kind of spoiler system without incident. Something had to be different about their vehicle. But that rationale was also rejected by her without seeing the picture. But the woman on the phone would hardly let me speak as she was talking all the time as I was trying to explain. She even said, I said her husband spoiler was hanging off as it went into the tunnel at which point I told her I did not say that and asked her to not put her words in my mouth. She insisted that there was no way for what I was saying to be true simply because there was never any vibrations ever heardwhen they were playing music through their huge sound system located directly under the damaged spoiler, which we also believe could be a contributing factor to the spoiler becoming loose in the first place.  These types of systems are known for their low frequency sound wave pressures loosening even nuts and bolts on cars.
  I told the woman on the phone that I was not going to argue with her as she was yelling at me on the phone and that I would be hanging up and so I said goodbye and did just that, because she did not want to rationally talk about the situation.
  At no time during the conversation did she ask for a copy of the picture we have, nor did she give me an email or text number to send it to her. In fact, she outright rejected the picture saying she did not believe it.The picture is available to anyone who wants to see it.
  
  
  ****
  Manager of Zoom car wash

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21426143
  
  I am rejecting this response because:  

  all of which this gentleman states is false. I was certainly not yelling and gave him ample time to send the picture and understand the spoiler was not loose. He refused to send any pictures. I explained there were no issues with the *** prior to going in and wanted a solution that was fair. Not once did I state anything about vibrations or shaking. The manager was extremely aggressive and rude not giving me the time of day to understand their process. I asked for pictures to see what he states was loose and he hung up with out saying anything more. All were asking for is that they take responsibility for damaging my husbands ***. Paying half on $1,000 part for which their machine did is not fair or ethical. Its the cost of doing business. I hope to get this resolved quickly and professionally as a local company. I have attached the pictures from after he got done the car wash and a current video of how the *** looked as soon as he left. 
  
  Sincerely,
  
  ********* ********

• Initial Complaint

  Date:09/15/2022

  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.

  I signed up for an "Unlimited" membership, and I found out that they changed their hours for the season. So I was using the 24 hour wash, and when it did not take all the soap off my car I decided since I was an "unlimited" member I would just drive back through, this is when I discovered the membership is not truly unlimited which is false advertising, that you can only go once a day. So it's a "daily" membership! So I decided to cancel, and was told my membership was paid for on 09/09/22 so I could use it until 10/09/22. I went to use the wash tonight and found out they have removed my tag from the system. So on 09/09/22 I paid $45.00 for a MONTH long membership, on 09/14/22 they canceled my membership with no refund! I want my money back!

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 5, 2022/09/16) */
  On 8/8/22 this customer signed up for our monthly membership (meaning you can bring the vehicle out every day of the month as opposed to a daily membership which means that you can bring that vehicle out as many times in a day that you would like). So he was able to come through every day of the month which when you do the math, that comes out to less than $1 dollar per day. Now, we understand that he is also upset about our Zoom tunnel closing early but we always change our hours September 1st to 8am to 6pm and then they change back April 1st to 8am to 8pm. These hours are listed on our office door right next to our 24 hour express. The customers membership did in fact renew on 9/9/22 like he stated. However, we NEVER removed his tag from our system and still does in fact have access to use either one of our automatic tunnels until 10/8/22. This customers complaint about us taking his tag off file is completely inaccurate and we are not sure why he is claiming this. We are more than happy to work with this customer and fix any issues he is having but I can show proof on his account that all his information including his tag number is all still on file. He is still more than welcome to use our services until 10/8/22 which is the expiration date.
  
  
  Business Response /* (1000, 8, 2022/09/16) */
  ***Document Attached***
  
  
  Consumer Response /* (3000, 15, 2022/10/06) */
  ***Document Attached***
  Attached is video proof, showing what I claimed. As you will see from my Apple Watch this video was taken at 1am on 10/06/2022
  
  
  Business Response /* (1000, 19, 2022/10/13) */
  Our system for our members typically runs on LPR, license plate recognition, and this has an approximate success rate of 98%. However there are certain vehicles due to orientation of the vehicle, specialty plates etc that make it so the system does not read the plates consistently. There is a contingency plan in place for this which is an RFID sticker which is placed behind the rear view mirror. We have offered this solution to the customer but they do not want the sticker, although small, to not be applied to their vehicle. The customer typically comes after hours so staff is not able to assist with any issues. Due to the fact that the customer will not allow us to place the alternative reading system in the vehicle or to come during operating hours there are no other solutions that we are able to provide to this customer. We are only as good as the software allows us to be. They have cancelled their membership and we have parted ways unfortunately. If you have any additional questions or concerns, please feel free to reach out to us at your convenience
  
  
  Consumer Response /* (3000, 22, 2022/10/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I used this car wash 19 times and my plate read just fine. I do not have speciality plates, and nothing was changed. My plate "stopped" reading the day after I left a Google review letting other consumers know that this car wash is not in fact unlimited like the marketing posted says, but is a daily use car wash with membership. There was still 3 weeks I paid for I was unable to use the wash that needs to be addressed .
  
  
  Business Response /* (1000, 23, 2022/10/13) */
  ***Document Attached***
  Our system for our members typically runs on LPR, license plate recognition, and this has an approximate success rate of 98%. However, there are certain vehicles due to orientation of the vehicle, specialty plates, etc., that makes it, so the system does not read the plates consistently.
  
  There is a contingency plan in place for this which is an RFID sticker which is placed behind the rear-view mirror. We have offered this solution to the customer, but they do not want the sticker, although small, to not be applied to their vehicle.
  
  The customer typically comes after hours so staff is not able to assist with any issues. Due to the fact that the customer will not allow us to place the alternative reading system in the vehicle or to come during operating hours there are no other solutions that we are able to provide to this customer. We are only as good as the software allows us to be. They have cancelled their membership and we have parted ways unfortunately.
  
  This customer was also refunded in the amount of $45.00 on 10/8/22 for the Elite Membership. Attached is the receipt showing the refund that was completed.
  
  If you have any additional questions or concerns, please feel free to reach out to us at your convenience.
  
  
  Consumer Response /* (3000, 25, 2022/10/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The refund was provided for the charge that should have never happened, which only happened after I said via text I would take you to court. I am talking about the 3 weeks of membership during September I was unable to use do to the equipment magically not working after leaving a Google Review about your false advertising,
  
  
  Business Response /* (4000, 27, 2022/10/14) */
  Customer Joined our Membership Program on 8/8/2022. He has come out to the car wash a total of 21 times. He has came to the wash 7 times in September and at least 2 times after the Google Review was posted as you can see from the screenshots attached. All this could have been rectified if the customer would have allowed us to install the RFID sticker in on the windshield one of the numerous times we tried, as this would have rectified any issues. We tried to explain this to the customer on different occasions. Attached are the screenshots of the conversations that the site manager has had with the customer offering to put the RFID Tag in the vehicle, which the customer has refused. At this time the customer has been canceled in our system, as you can see from the screenshots. A picture of the license plate tag that we have on file, is attached as well.