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:02/07/2024

  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 January 27th I went to the aforementioned Car Wash location at which I have a membership. It was raining that day, so I didn't find it odd that the car wash was not already in an operable condition when I pulled up to the entrance. As usual I was met by an attendant who directed me into the automated wash. Upon entrance I was advised by the attendant that they were experiencing technical issues and would send me through the tunnel with it in a non-functional state, then I could come back around and get a wash once they restarted the system. While going through the wash the scrubbers were dragged down the sides of my vehicle without any soap or water being applied to my vehicle which dragged debris down the sides of my vehicle causing long lateral scratches. Upon realizing that my vehicle had been damaged I contacted the Car wash and received a call regarding the damage. The Manager stated that he reviewed the video of the last time my vehicle had been through the wash and determined that they would not be responsible for the damage. He said that my vehicle was dirty upon entrance and blamed that for the scratches saying that mud on my vehicle caused the damage. I asked if they had provisions for vehicles damaged by their wash? His reply was, yes. I asked if there was a policy for dirty vehicles not to be admitted? To which he responded, no. I educated him that his attendants had admitted my vehicle to the wash and showed no concern of potential damage. He still denied responsibility. I asked if he would like to see my vehicle in person to better assess the damage and he declined referencing his video viewing. He denied that the scrubbers were dry and I informed him I also have a video indicating there were no sprayers or soap. I informed him the unit had been off upon arrival. I then asked for his superior which he declined. I called back later to ask for his superior again which he declined.

  Business Response

  Date: 02/13/2024

  This is the first time I've heard of an incident from 1-27.  However, after reviewing his most recent visit on 1-31, his vehicle entered the wash with quite a bit of mud and came out exceptionally clean with no visible scratches while exiting the wash. If his visit on 1-27 had resulted in scratches, they would still be visible on 1-31.  In the 4-5 days from 1-31 till we spoke on the phone on 2-5, ************** admitted to not seeing the scratches until he hit a deer.  Based on this and our video footage, the claim was denied. We have the video if he would like it emailed to him.

  Customer Answer

  Date: 02/14/2024

  Complaint: 21257506
  
  I am rejecting this response because:
  
  I did not hit a deer.  My wife was parked when a deer ran into her driver's side A pillar. I looked at the vehicle in the dark to inspect for damage from that incident to which there was none.  There was a small section 8"x10" that was dusted from the deer hair.  I was viewing the van in the dark and saw the scratches from the dry car wash.  Please send footage of the wash on the 27th, as well as the footage they offered from the 31st. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/22/2024

  We are waiting for ************** to bring his vehicle in to another location to have someone look at the scratches. He has not brought it in yet.

  Customer Answer

  Date: 02/23/2024

  Complaint: 21257506
  
  I am rejecting this response because:
  My wife and I both work full time and live about 30 minutes away.  We have had one opportunity that we thought would work within the schedule of ********** (the manager at the other location) he was not available when we called.  We will continue to try to find a time that we can meet in the near future. 
  
  
  Sincerely,
  
  *************************