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:05/31/2023

  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.

  My car was serviced by Whip Clean on 5/28, and during the process they broke my drivers seat. After the run around I was connected to a general manager who stated the damage was there prior to being serviced. It was not. He presented blurry pics of what he stated was a “gap” in the seat. I’m so offended and upset. My car was purchased less than a month ago and the seat had no damage to it prior. As soon as they pulled my car around, before even getting in the car, we noticed the damage!!! Please do not take this place here. Now I’m left to fix a car I just purchased with no accountability from this staff whatsoever.

  Business Response

  Date: 06/27/2023

  6/27/2023
  
  To Whom It May Concern,
  
  On Sunday, 5/28/23 at approximately 12:25pm, a customer by the name of *** ****** informed a manager on duty about damage to the driver seat of their 2016 ****** *****, claiming that the damage was non-existent prior to receiving services at our car wash facility that day. Per standard procedure, a customer incident report was completed by the manager on duty to gather information pertaining to the claim. 

  Once this information was gathered and an investigation into the matter was completed, the customer was contacted via email within 3 business days to inform them of the results. The customer was informed that management discovered the damage present on our camera footage prior to our staff beginning the interior cleaning portion of the wash process. The customer was sent these images in hopes of providing peace of mind that the staff of Whip Clean-The Car Wash did not damage their vehicle, and that they should feel safe to continue utilizing our services going forward. 
  

  In addition to the camera footage being reviewed, management also interviewed multiple members of the staff who physically worked on this vehicle, all of which stated that they recalled the damage to be present as they began cleaning the interior. Given the totality of the evidence collected, it was determined that Whip Clean-The Car Wash was not responsible for the damage in question to the customer’s 2016 ****** *****. 
  
  Please feel free to contact our management team with any questions or requests for additional information. Thank you. 
  
  Sincerely,
  Whip Clean-The Car Wash

  Customer Answer

  Date: 06/29/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: It is absolutely untrue. There is no camera footage showing damage to the vehicle and the vehicle was newly purchased. I have no reason to lie about a $500 repair. It's the owning up to and accountability as I expressed to this managers team. This can be closed out in BBB as rejected. I will happily move up the headquarters level for their establishment to seek resolve.
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:08/29/2022

  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.

  Today, 08/29/2022, I took my 2020 ********** to whip clean located in Bowie. For my service I decided to get a premium exterior wash priced at $16 and a interior finish priced at $15. After my vehicle was finished, I got home and noticed scratches on the rear passenger side of my vehicle. I immediately called whip clean and asked for a manger, stated the issue, and also to let him know I’m headed back to that location. Upon arrival, the manger asked “what was the issue? Was everything okay?” I stated to him I have been driving my vehicle all day. Not once where there any scratches or dents located on my vehicle until my departure of whip clean. The manger goes on to say that if it was one of our machines it would be on both sides. The car in front on you and behind did not have any problems. My vehicle is of a different year, make, and model. Not to mention I may have received a different service than those vehicles before and after me that may have required different machines. The manger goes on to describe the machines that are located at this location. Machines can and do malfunction and can cause damages such as the one on my vehicle. The customer service was very poor and disappointing. The manger made it seem as if these damages were my fault and their claim department was not going to fix the damage. I drive this vehicle often enough for damages, like the ones located on my vehicle, not to go unnoticed. The manger shows me a not very clear still image of a video from the inside of the car wash and states You had these scratches before you got here. The image shown to me was not accurate with the damages to my vehicle. If whip clean does not fix the damages, I will have to go through my insurance.

  Business Response

  Date: 09/16/2022

  To Whom It
  May Concern,
              On 8/29/2022, the customer involved
  with complaint ID ******** arrived at our establishment at approximately
  11:23am and purchased a car wash service. Upon completion of this service, the
  customer left the property at approximately 11:48am with no mention of any
  issues with the condition of their vehicle. Upon doing so, the customer drove
  past a posted company policy sign located at the exit of our property, which
  states that Whip Clean-The Car Wash does not accept responsibility for claims
  of damage once a vehicle leaves the property.
              At 12:47pm that same day, the customer
  returned requesting to speak with a manager regarding damage on the rear passenger
  quarter panel of their vehicle, explaining they believed it was caused by our
  wash equipment. Upon inspecting the damage in question, the manager explained
  to the customer that the equipment used to clean that area of their vehicle was
  also responsible for cleaning the entire passenger side of the vehicle as well.
  Therefore, had there been an issue with this equipment, the damage in question
  would have taken place throughout the entire side of the vehicle. The customer
  was informed at that time that due to the inconsistency of the damage in
  question in relation to our wash process, it was not something that Whip
  Clean-The Car Wash could claim responsibility for.
  
  If any
  additional information regarding the incident report completed for this
  customer on 8/29/22 is required, please let us know. Thank you.
  
  Sincerely,
  Whip
  Clean-The Car Wash