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:04/08/2025

  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.

  Location: ****************************************************************** I was in the car wash with my car, a 2019 ****** Versa and heard a loud boom. The loud boom knocked my car forward. When I got out of my car, I saw one side of my bumper gone. I told them about it, filed out some forms to file a complaint and they taped my bumper up. When the corporate office called me back, they said they were not responsible for the damage to my car.. I had a side swipe on my car and that happened 3-4 years ago prior to the incident in the car wash. I asked if they could get someone to put my bumper back on.I would like my bumper put back because the brackets are broken on .the

  Business Response

  Date: 04/21/2025

  Dear Better Business Bureau,

  We appreciate the opportunity to respond to the complaint submitted by Ms. ****** regarding a denied damage claim at our car wash.
  At BriteWorX, we strive to provide excellent service and take all customer concerns seriously. After thoroughly reviewing the incident and investigating the customer's claim, we respectfully maintain our decision to deny the damage request for the following reasons:

  ******** of Surveillance Footage: Our high-resolution surveillance cameras captured the full wash cycle involving the customers vehicle. Upon review, there was no evidence of mechanical failure, abnormal contact with vehicle by the equipment, or malfunction that could have caused the alleged damage.

  2.Condition of Vehicle Upon Entry: As per our incident review process, it was identified that the vehicle had existing damage to the rear bumper area and where it is attached. Our signage and disclaimers visible before entering the wash also state we are not responsible for pre-existing damage, loose parts, or aftermarket accessories.
  We understand that any damage to a vehicle is frustrating, and while we sympathize with the customers situation, we must be fair and consistent with our policy. 

  Thank you for allowing us to provide this clarification. Please let us know if further information is required.

  Sincerely,
  BriteWorX

• Initial Complaint

  Date:06/12/2023

  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.

  On 06/11/23 our daughter is a new driver, she pre-paid $15 for gasoline inside store ***. When she went out to pump gas, the only button lit up was yellow. There was not an option to select another fuel. We educated her that diesel fuel nozzles are typically red. Not, seeing a red button she accidentally pumped the diesel fuel into her car. Her car is now in the shop for repairs.
  
  I went to the store the same evening and was informed by the shift leader and the other employee working that the vehicle before her had purchased diesel fuel and did not hang the pump up all the way which is why the diesel fuel was automatically selected. I asked if they had video, they said yes, but said I would need to come back on 06/12 and speak with **** the store manager as he is the only one with a code to view the tape.
  
  On 06/12, I came into the store and spoke with **** the store manager. He said he could view the video, but I could not. The video showed our daughter pulling up to the pump, but the camera pivots and by the time it pivoted back, our daughter was gone. I asked if the camera could see the buttons and if any were lit up, **** said no. I informed him that I called and left a message with the customer service number listed on the door, but also wanted to speak with his superior today.
  
  I did receive a call, but they denied liability and were rude when I asked why they they felt they’re not liable. I asked to speak with the owner of the store and was told “he’ll contact you if he feels it’s necessary.”
  
  I feel the business is liable, as there was not an option to select non-diesel fuel.

  Business Response

  Date: 07/06/2023

  Thank you for sharing your concerns regarding the incident involving your daughter's fuel selection at our store. We have thoroughly reviewed the details and taken your feedback seriously. Our team went to the highest level of escalation to address your concerns promptly and thoroughly.
  
  
  
  Based on our internal records and your daughter’s receipt, it is evident that diesel fuel was indeed pumped into your daughter's vehicle. However, it is not possible that the diesel transaction prior to your daughter’s could have impacted hers. That transaction had been completed and the system allowed us to prepay $15.00 on the pump for her, thus initiating a new, entirely separate transaction. This confirms that the pump was available for her own individual use, to select the fuel grade of her choice.
  
  
  
  We empathize with the difficulties this incident has caused, and we genuinely regret the unintended consequences of this user error. We understand that accidents can happen, especially in situations involving unfamiliar equipment or procedures.
  
  
  
  While we cannot accept liability in this particular case, we want to express our sympathy and apologize for any inconvenience this incident may have caused. Our team is always available to address any concerns and provide assistance, and we appreciate your understanding of the limitations we face in this situation.
  
  
  
  Should you have any further questions or require additional clarification, please do not hesitate to reach out to us. We appreciate your understanding and thank you for taking the time to bring this matter to our attention.