Complaints

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

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Waterway Gas & Wash has 33 locations, listed below.

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  Waterway Gas & Wash

  727 Goddard Ave Chesterfield, MO 63005-1106

  
• 

  Waterway Gas & Wash

  7201 Watson Rd Saint Louis, MO 63119-4401

• 

  Waterway Gas & Wash

  15606 Olive Street Rd. Chesterfield, MO 63017

• 

  Waterway Gas & Wash

  388 Lamp and Lantern Vlg Chesterfield, MO 63017-8210

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  Waterway Gas & Wash

  8640 S Quebec St Littleton, CO 80124-2551

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:05/11/2023

  Type:Billing 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.

  I am a monthly Waterway ********** member and I am charged $35 a month. I have logged into my "online account," however, there isn't an active membership linked to my email, so I cannot pause/cancel. I have resorted to going to their site to contact them.I've filled out the online form, and have called their customer service number ************ which always goes to voicemail. I have left multiple messages, but not one message has been returned over the last 4+ weeks. This is alarming, and they appear to be running a monthly billing program that is nearly impossible to escape so that they can continue to collect monthly payments from members.

  

  Business Response

  Date: 05/12/2023

  Dear Mr. ******************* were made aware of your BBB complaint regarding your ************** membership. 
  On May 11 at 11:00am, we received a submission through our website from you requesting to cancel your membership.  The cancellation was processed on May 11 at 1:21pm and a confirmation email was sent to the email address provided.  The Waterway customer service department received no other communication from you, through email or voicemail.  We are sorry to hear that you had difficulties logging into your online account.  If you need any future assistance with that, the customer service team is available Monday through Friday, 8:30am to 4:30pm at **************.   
  Thank you so much for your business and for allowing ** the opportunity to address your concerns.

  Customer Answer

  Date: 05/20/2023

  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:05/10/2023

  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.

  On Tuesday May 9, 2023 @ 8:39AM my wife took my 2021 Lexus IS 350 F-Sport to the Bainbridge location. She purchased the Express Shine ($14.00).After exiting the wash she noticed soap and dirt still on the car. She pulled up to one of the attendants and showed them the poor wash job.They told her that they dont dry cars for that particular wash. She said that she didnt want it dried but just wanted it clean. They said there is nothing that they could do.She asked to speak to the manager, which one of the young men said he is the manager, and he said there is nothing that they could do.She then informed them that we will never use their location ever again and would tell everyone she knows not to go there.Receipt info: Waterway Gas & Wash #** Car # ** 8 05/09/2023, 8:39AM, Shift 1 XPT1, Sale # ***********

  

  Business Response

  Date: 05/10/2023

  We are sorry for the poor experience.  We were able to resolve this for you today with a positive outcome.  If you have any further concerns, please reach out to Waterway customer service. 

  Customer Answer

  Date: 05/10/2023

  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:05/01/2023

  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 took my car to the Waterway Car Wash in Kirkwood, MO> on 4/25/2023 at approx. 5:20PM. I paid for the express car wash and you stay in the car as the car is being washed. The car wash mechanism appeared to be running too fast and the sound inside the car told me the mechanism was really beating too hard on the car. One of the side mechanisms grabbed the drivers door mirror and ripped it off of the car. It appears that as the mechanism made the rotation it beat the heck out of my side mirror and tore it off. It continued to pound dents in my drivers door, passenger door and rear quarter panel. An incident report was made immediately. I have been unable to get anybody to take my call and tell me what to do. I went to a body shop today on my own to get an estimate and was told the first appt. available is in June. The car is not safe to drive as I cannot look out the drivers side and see when it is safe to change lanes. The business has the incident report as well as the pictures they took at the time the damage was done. I want my car repaired and cannot drive it in the condition it is in.

  

  Business Response

  Date: 05/04/2023

  On April 25, following a wash at our Kirkwood location, the customer
  reported to the manager on duty that damage occurred to his vehicle which was
  allegedly caused by the wash.  It is standard practice for the manager on
  duty to take down the customer account for the General Manager to review at a
  later time.  When initially reported, the customer did not raise issues
  with the vehicle’s drivability.  Waterway had no other reports of damage
  at this location on this date, and no reports of any malfunctions with the wash
  equipment.  The location General Manager attempted to reach the customer
  over the next few days, without a return call, and finally connected on
  Tuesday, May 3, at which time an appointment to inspect the damage was
  requested.  The customer refused to allow him to examine the vehicle,
  threatened legal action, and then hung up on him.  Waterway has notified
  its third-party insurer of the claim and its insurer will be reaching out to
  the customer promptly. 
  

  Customer Answer

  Date: 05/05/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:  This is an absolute lie.  The manager finally called me after one week and after numerous calls and emails to the business and even directly to the owner in Chesterfield.  ***** proceeded to tell me that the pictures his supervisor had taken “were poor but it looked like something was already damaged on the mirror that was ripped off my car”.  He then proceeded to tell me that with “that age of a car the exterior is worn and weathered already”.   At no point did he ask to do an actual inspection of the car. It is illegal and unsafe to drive the car as it is since they damaged my car (per the Kirkwood Police department).  This business caused thousands of dollars of damage to my vehicle and they could care less.  Shame on them for treating their local customer like this. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  **** ****

  

  Business Response

  Date: 05/05/2023

  Waterway stands by its original
  response.  Further, our third-party insurer contacted the customer, as
  promised.  The customer said to never contact him again and to work with
  his insurance company.  So, our insurer contacted the customer’s insurance
  company to begin the process of resolving this claim per his request. 

• Initial Complaint

  Date:01/25/2023

  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 have a car wash membership with Waterway. On 1/21/2023 I brought my car for car wash. When I pulled my car inside I did not get on the guide rail and the employee directed me to turn the wheel right and then to back up. Right after my left front tire was ripped by the guide rail and got flat. I used my roadside assistance to get the car to a closest Tesla Location in ************. The ripped tire was replaced on 1/23/2023 by *****. I paid $438.50 to replace the ripped tire. I contacted the car wash manager to open a claim. I emailed the attached pictures to the manager. He directed me to stop by at their location to sign a claim form but told me that Waterway ************************** location is not liable since he was there at the moment of this incident and he considers the car wash not liable for the ripped tire. I did stop by and signed the claim at the same location on 1/23/2023. I called Waterway corporate office this morning. The customer service representative told me that they cannot help me with this claim as it is up to the the manager to decide if the carwash is liable. I asked the customer service representative to cancel my and my husband's membership immediately since I am not satisficed with the way they treat their customers and I strongly believe that the guide rail caused damage to my tire. The damage happened inside the car wash by the equipment installed inside of it. I followed the employee direction to get on the guide rail when the damaged happened. The tire was in perfect undamaged condition when I got inside the car wash. Pleas review my claim and the the attached pictures. I believe that the carwash is liable for the damage and for the repair cost. Please review and advise. Thank you! **************.

  

  Business Response

  Date: 03/01/2023

  After a comprehensive investigation of the circumstances leading up to the tire damage Saturday 1/21/2023, we have determined that Waterway is not at fault. The customer was in control of their vehicle during the entire incident and grossly misaligned the vehicle into the designated channel and drove on top of the guard railing. Without waiting for assistance or direction from on-site attendants, the customer then put their vehicle in reverse turning the wheel to the right which caused the resulting damage. This decision has already been communicated to the customer.

   

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 18895163
  
  I am rejecting this response because: Please see my comments below:

  I was following Waterway on-site attendant's direction how to properly drive in the guard railing. My cars left front tire was damaged by the exposed, uncovered, sharp and unsafe guard railing at ****************** location. Please refer to the pictures provided before.   The resulting damage was caused by the exposed, uncovered, sharp and unsafe guard railing at ****************** location. I visited another Waterway Location in ******************* and the condition if the guard railing is in perfect SAFE and COVERED condition. The Northbrook manager confirmed to me that the guard railings metal part should be covered for safety reason.   
   Please pay attention that Waterway did not mention unsafe und uncovered condition of the guard railing at ****************** location. Again my tire would not be damaged even putting my vehicle in reverse turning the wheel to the right by the covered and save guard railing. According to the reasonable person standard not every person drives in without the need to adjust their tire on the guard railing. Thank you for considering my response. Please let me know if you have any questions.

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

• Initial Complaint

  Date:09/13/2022

  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.

  I am a paid monthly carwash member of Waterway. On 8/20/2022, my 2011 Lexus ES 350 was washed at Waterway ************** location, ********************************************************************************************************. During the wash, my rear driver side window switch was damaged by a wash technician employed by waterway. The damage was reported to the manager and a signed incident report was generated and given to me to obtain an estimate of damage. The technician caused $1370.00 worth of damage to my vehicle.After obtaining an official estimate of damage from ****************************, Waterway offered to pay 1/2 the cost of the damage out of the store operating funds. Waterway refused to provide their insurance information in order for me to file a damage claim and refused to provide the last name of their damage claims manager at their corporate office. I contacted the corporate office several times and found out the first name of the damage claims manager. His first name is ***. He had his store manager contact me on 9/12/2022. His name is ***********************. He is the same manager that acknowledged the damage done to my car by his technician. He stated Waterway would not provide insurance information to me to file a claim and the damage claims manager refused to speak with me.

  

  Business Response

  Date: 09/14/2022

  Waterway Gas & Washs investigation concluded that we are not responsible for the damage to Mr. ****** vehicle. Waterway acknowledges a piece of the window switch wood grain applique broke off the vehicle during the finishing process.  However,Waterway is not responsible for pre-existing conditions such as loose applique as in this case.  The result is the effect, and not the cause. 
  
  Waterway has been in contact with ************** and offered to cover half the cost of replacing the part as a courtesy.  If he would like to discuss his claim further, he may contact the Market Leader for ********, *******************, as Waterway Corporate Support does not have a damage claims manager who makes decisions regarding claims, only an administrative processor. 

  Customer Answer

  Date: 09/14/2022

  Complaint: 18019362
  
  I am rejecting this response because:
  
  1. My vehicle had NO PRE-EXISTING existing damage, flaws, or defects prior to entering Waterway.

  2. The wash technician acknowledged that he was the cause of the damage. The was general manager, *********************** initiated, wrote, and approved the incident report taking responsibility for damaging my vehicle. No where in the report does it mention that my vehicle was damaged previous to the wash.

  3. No other area in the interior (including window arm rests, dashboard, door locks or any other wood grain trim area) of the entire car has any damage or flaws of this nature.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 10/05/2022

  10/05/2022: Mediator sent an email to the consumer requesting an update. [BR] BBB Complaint ******** has been resolved. Thank You for following up and stay safe. Sincerely,***********************.

• Initial Complaint

  Date:09/09/2022

  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.

  09/08/2022 Town and country location, lamp and lantern village. My second visit there in my ******** ***********, and it was a very disappointing experience. They messed up both driver side wheels, looks like whoever pulled it in hit the Rail walls on the track of the carwash. I spoke to the GM there, and she said she would review cameras and tried to wax the damage away. She said she doesn’t think what happened was from the rail because it’s plastic and doesn’t reach that high. I told her the damage is in both wheels in the exact same spots all around the wheels on driver side meaning it did happen at the wash, and it makes sense because if it wasn’t plastic it would have ate through the metal but because it’s plastic it ate through the clear coat only. She still won’t admit, and I told her to pull the car in to see herself that the rail does go high up on the wheels because they’re performance wheels and tires, she wouldn’t do it even after I asked multiple times. She filled out a form and wanted to discuss with upper management even though she said she was the general manager there. She told me they will follow up in a couple of days, these wheels are $3000 and they messed up two. I’m very disappointed with how they handled the situation and will be canceling my circle membership. The general manager called me today 09/09/2022 and said let’s agree to disagree and was very rude and that they won’t be fixing my wheels since it’s not a factory color but powder coated.
  
  I need a solution to this ASAP, the wheels got damaged because of your carwash and it’s your responsibility to fix them. You damaged my property.

  

  Business Response

  Date: 09/14/2022

  Waterway Gas & Wash’s
  investigation concluded that we are not responsible for the damage to *** ****’s
  vehicle. Waterway is not responsible for non-factory items such as after-market
  powder-coated wheels.  The result is the effect, and not the cause. Waterway
  has referenced on-site signage explaining customers are responsible for
  non-factory items, which is posted before entering the wash tunnel.
  
  Waterway has been in contact with *** ****. 
  If he would like to discuss his claim further, he may contact the Market Leader
  for St. Louis, **** *****.

• Initial Complaint

  Date:08/17/2022

  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 was a former customer of Waterway automatic car wash. Car wash has caused moderate damage to paint and made dents on vechicle. Car wash general manager was not helpful and dismissed my claim. I want my vechicle repaired. Contacted home office two times and district manager never contacted me. I want my vechicle damage and dents repaired. And a full refund of any washes for the months I was a customer.

  

  Business Response

  Date: 08/18/2022

  Waterway Gas & Wash’s
  investigation concluded that we are not responsible for the damage to *** ********’s
  vehicle.  The damages claimed were present before entrance to the car wash,
  and video of *** ********’s vehicle prior to entrance to the wash supports this.
  The general manager reviewed the video with the customer. 
  
  Waterway has been in contact with *** ******** and
  will try to reach out again today.  If he would like to discuss his claim
  further, he may contact the Managing Partner for *********, **** *******.