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Business Profile

Car Wash

Washville

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Car Wash.

Complaints

This profile includes complaints for Washville's headquarters and its corporate-owned locations. To view all corporate locations, see

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Washville has 3 locations, listed below.

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    • Washville

      12 Drive in Crse Brewer, ME 04412-1403

    • Washville

      139 Pleasant St Brunswick, ME 04011-2217

    • Washville

      74 Storey Avenue Newburyport, MA 01950

    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:03/06/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      February 7th I went to the Washville car wash in ****** ***** for a routine car wash as I have been for months. This time the wash attendant either failed to program the car wash correctly or there was a technical malfunction with their equipment causing the wash to not be programmed properly. With the wash not being programmed properly the top portion of the wash was not disabled resulting in the car wash equipment hooking on my roof rack and causing over $5000 in damage to my vehicle. The company will not provide any form of a policy besides the sign in front of the wash that states they don't cover "bike racks, rear spoilers, previous damage or vehicles over 7 years old". This doesn't state anything about negligence on the wash's part. I have video from their cameras that shows the wash was not programed properly as it should have been for a vehicle with any roof attachments. I have been through this wash easily 30+ times since September when the rack was put on my car and I have had zero issues. I have expressed to them that I am not interested in replacing the roof rack, I can understand that policy but the negligence on their part that cause catastrophic damage to my vehicle and the fact that I can't even get a written policy from them makes this situation seem very fishy especially providing video proof of the incident. What further makes this situation difficult to deal with is the manager at the time of my incident was fired 2 weeks later which leaves me with just a company email and they have since stopped responding,

      Customer Answer

      Date: 03/16/2024

      I have not heard from the business in response to my complaint. 

      Business Response

      Date: 04/10/2024

      We are committed to providing the best possible experience for all our customers.

      As part of our commitment to safety and efficiency, we would like to clarify that we cannot assume responsibility for any aftermarket parts that *** be present on vehicles entering our carwash. Our equipment is designed to accommodate factory-standard configurations, and while we do our best to accommodate a wide range of vehicles, aftermarket parts *** pose compatibility issues.

      Please be aware that prominent signage at our sites outlines this policy. We strive to ensure our customers are well-informed before utilizing our services.

      It's important to note that the compatibility of aftermarket parts with our carwash equipment cannot be guaranteed. Alterations to a vehicle's appearance or structure, such as aftermarket parts, *** potentially pose risks during the wash process. Therefore, we advise vehicle owners to exercise due diligence in ensuring the correct installation and compatibility of such parts.

      Best regards,

      *****************************

      Regional Manager

      Customer Answer

      Date: 04/11/2024

      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. 

      The issue is not whether the wash taking responsibility for damage to aftermarket parts, attached are photos from the facilities cameras showing that the wash was either not programmed properly or had a technical malfunction causing the upper system to be active. This system has never been active and from the site manager response there was clearly a problem on the wash side that is why damaged was caused. If the system was functioning as it had the numerous times prior there would not have been damage caused to the vehicle. I can present very clear evidence that the wash functioned in a manner that it had never functioned in prior to the incident. If the wash had this feature active prior then this incident would have happened months ago. I would just like to see a form of documentation stating that the wash was program properly for a vehicle with a roof rack such as a training documentation's and/or technical documentation stating this was correct operation for a vehicle with a roof attachment. What happened with the wash was something we can isolate to either a employee error or a technician error, what doesnt make sense is why the customer should be responsible for either of those issues especially when it has never happened prior and I had been using your wash since September with the rack on my vehicle without issue. Thankfully your facility has the ability to look back at every wash and each system to ensure proper operation for both your sake and the customers. Hopefully you can provide the documentation to help make sense that things were operating under proper policy and procedures and I can provide this information to my insurance. 

      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,

      ******

       

       

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