Complaints

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

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Blue Iguana Car Wash has 5 locations, listed below.

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  Blue Iguana Car Wash

  1640 E Sunshine St Springfield, MO 65804-1313

  
• 

  Blue Iguana Car Wash

  4304 S Fremont Ave Springfield, MO 65804-7306

  
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  Blue Iguana Car Wash

  1925 E Seminole St Springfield, MO 65804-2532

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  Blue Iguana Car Wash

  3155 S Campbell Ave Springfield, MO 65807-4910

  
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  Blue Iguana Car Wash

  3316 W Chestnut Expy Springfield, MO 65802-5332

  

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:04/12/2023

  Type:Product 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 have asked the workers there TWICE to cancel both of my memberships and they said they were. On sunday April the 9th, i was charged $24.98 AGAIN for my red ****** prius for card ending in ****. I then checked my other card ending in **** to see if they had charged my **** escape and sure enough, they took out payments for it for 2 months, in February and March. If they look, i never even used the car wash with my **** escape for those 2 months because i thought it had been cancelled. Absolutely ridiculous! I want my refund of $24.98 on my card ending in ****, and a refund of those 2 months that they charged my card ending in ****, and then make sure that BOTH of those cards are cancelled! Stop charging my cards!

  

  Business Response

  Date: 04/24/2023

  This was our first notification that came in writing and was handled on 4/12 so we are not sure why this complaint is still open.  She was issued a refund and cancelled, per her request.  

  Customer Answer

  Date: 04/25/2023

  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:11/17/2022

  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 went though the car wash on 11/10 and it left scratches all over my vehicle, the day of the attendant told me he believed it happened at the time and would have the manager contact me within 72 hours…I contacted them and left a message and they contacted me on the 17 and told me they were not paying for the damages…I would like for them to fix the damage they caused

  

  Business Response

  Date: 11/18/2022

  This claim was denied because the scratches are on the vehicle prior to washing as well as the inconsistency in how the equipment operates and where the scratches are located.  When a customer claims damage, we request a minimum of 72 hours to investigate.  We pull up every camera we have that highlights the vehicle from the moment they come on the property until they exit.  We look at the vehicles that washed prior as well as those after the alleged damaged vehicle.  We could have stopped with the vehicle investigation when we saw them on camera prior to washing but since this customer is a frequent customer, we went further and made sure nothing was in the equipment or that nothing was malfunctioning.  There were no other claims, no other damaged vehicles and the damage is present prior to the wash.  We really, truly hate that the scratches are on the vehicle, but it was not due to an issue with Blue Iguana equipment or any failure on our part.  It's unfortunate that the scratches are present prior to the wash.  We stand by our management teams' assessment, investigation and findings.  We spoke with the attendant, and he says he never told the customer that we caused the damage.  He is not authorized or educated to make that type of assessment.  

  Customer Answer

  Date: 11/18/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  There were no scratches before I went through the wash…. The site manager even saw my truck less than a week before this incident and there were no scratches then…I hand dry my truck quite often and the amount of scratches could only be caused by their equipment. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 11/21/2022

  Let’s try to explain how the equipment works. Soft material is not capable of putting enough pressure on a vehicle to scratch it. If something were caught to the degree it might scratch the vehicles before and after would have suffered the same fate but did not. The direction of the scratches also do not match the direction of the soft material in the wash. It is not our intent to send this customer away with a damaged vehicle or any customer. We investigate thoroughly with cameras that cover the property entrance to exit. We see the scratches when you enter. No other vehicles before or after yours has damage. There was nothing caught on material before, during or after you washed. We sincerely would take ownership if we caused the damage. No equipment failed. 

• Initial Complaint

  Date:10/18/2022

  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 had went through their car wash on 13 October. There is not a crack or nothing in my windshield by the time when I got home and noticed that there was a little spot that I thought maybe it was just a hair the next day I wake up to find out it was too spider like lines or my windshield have been cracked. I contacted them immediately. My wife took the vehicle down there and they didn’t investigation, they determined that there was no way that their brushes caused our windshield to be cracked and then has even started to crack more due to the cold weather and I do not find this right because I know that there was nothing wrong with our windshield, something inside of the brush caused our windshield to crack and I feel like it is their full responsibility to replace this. I will never use this car wash again and I do not recommend it to anyone because it has also damage paint on my vehicle and this is pacifically the one I’m talking about is on ******** ********** ****** ** ****. I pass in *********** ********.

  

  Business Response

  Date: 10/18/2022

  For the general public, the attached photos are the condition of the vehicle that entered our facility.  Photos and video show the broken windshield as the customer entered the tunnel.  Cameras throughout all Blue Iguana facilities are positioned in a way to allow us, customers and insurance companies to see what we see when we accept or deny claims.  This gentleman brought a previously wrecked vehicle to our facility and told the manager that during his trip through the wash, he heard nothing unusual or felt nothing out of the ordinary but still claimed we caused the damage.  It's amazing to us that customers bring their damage to us and expect us to pay.  I feel bad for those facilities not equipped to deny claims such as this and end up paying for something they had no part in.  *** ******, if there was a BBB for fraudulent activity, we would report you.  We will not accept responsibility for your previously wrecked vehicle.  
  Blue Iguana Management

• Initial Complaint

  Date:08/25/2022

  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.

  My vintage car was damaged by a two different automatic brushes that were improperly calibrated to a standard size vehicle and I would like the parts replaced at the cost of the Blue Iguana Car Wash at **** ** ******** ** ************ *** *****. I have been awaiting a call and have been ignored with no call back for 3 weeks. I have been told that the "Site Manager" was not available and was promised by managers on two separate occasions that this "Site Manager" would return my call the next day and it never happened. The first horizontal brush violently ripped the driver's side wiper off breaking an important plastic hinge and the second vertical brush ripped the aluminum wheel trim from the driver's rear wheel well. I would like an immediate phone call from the business before I call my lawyer and let him handle the personal property damage claim.

  

  Business Response

  Date: 08/26/2022

  To Whom It May Concern -

  Thank you for the opportunity to address this issue.  Our location's Assistant Manager, ***** had already spoken with you and even handed you a card with ******s number so you could return her phone call.  In case you had misplaced her number when she left it for you on your voicemail on the 13th.  *****, the Site Manager, did call this customer and left a message for him to call at his convenience.  He also stopped by the location and was handed a business card with ******s phone number and once again, asked to call at his convenience when no one could reach him. 

  Vehicles 10 years are older are not covered by Blue Iguana when there is an issue.  This is mentioned via signage prior to entering the wash tunnel.  Wear and tear on vehicles, especially where there is rust, means that no matter which wash you choose, there's always a potential for issues when the vehicle is older, that's why we puts signs up ahead of the entrance letting customers know in advance that we are not responsible for a vehicle with pre-existing issues.  

  Please see attached image.  

  Thank you.  

  Blue Iguana Management