Complaints

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

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  Autobell Car Wash, LLC

  1521 E 3rd St Charlotte, NC 28204-3231

  
• 

  Autobell Car Wash, LLC

  5001 South Blvd Charlotte, NC 28217-2758

  
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  Autobell Car Wash, LLC

  3820 Monroe Rd Charlotte, NC 28205-7738

  
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  Autobell Car Wash, LLC

  1421 E Main St Lincolnton, NC 28092-3996

  
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  Autobell Car Wash, LLC

  6508 N Tryon St Charlotte, NC 28213-5519

  

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:03/21/2023

  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.

  Got a car wash on Sunday March 19th. During the car wash I heard a loud banging on side of my car. I looked closer to find the spinning car wash brush was frozen with ice. After the car wash, I investigated my car and found scratches along the whole length of the vehicle. I have video of the frozen brush if needed. I talked to the manager and he stated that he has been trained to tell people that "Ice does not cause car damage". I filled out a damage form with them and he wrote "previous damage" on the form. I asked him about this and he stated "He has been trained to put that down on all damage forms regardless of what happens" I asked him if he saw my car before wash and he stated "no". Again, I have video of this interaction. I was contacted today by autobell and they stated my damage claim had been denied because the claim form states there was previous damage and ice does not cause damage to vehicles. Any help here would be appreciated.

  Customer Answer

  Date: 03/21/2023

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

  Business Response

  Date: 03/27/2023

  Thank you for the opportunity to respond to our customer **************.  We stand behind the safety and quality of our equipment and processes.  I have reviewed this claim and reached out to ************** directly to discuss this further.
  
  Thank you,
  *******************, District Manager
  Autobell Car Wash LLC.

• Initial Complaint

  Date:02/07/2023

  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 2/3/23, I took my rental car to be washed and cleaned @ Autobell *****************************************************************************. I was told 3 times to put the car in neutral, I put the car in neutral and proceeded onto the belt. The car started to veer to the right so I pressed on the brake. I was told my the attendant the belt will take the car release the brake. I released the brake, the car came off the belt causing significant damage to the front passenger bumper and to the passenger mirror. The attendant said the car was in drive, that is why that happened. I told the attendant I was in the car, I put the car in neutral it was not in drive. The attendant then proceeded to tell me that it would be my word against his! Horrible! And the lack of accountability is disgusting!

  Business Response

  Date: 02/14/2023

  Our attendant instructed the customer to place the vehicle in neutral and take their foot off the brake, as we do for all customers. When the brake was released, the vehicle accelerated off the conveyor and continued to drive further into the car wash.  It was clear that this incident was a result of in-gear acceleration. Our team members never took control of operating this vehicle; therefore, we could not take responsibility for this damage. A claim report was filed, and both the store and the customer were given a copy. The Store Manager has tried to reach out by phone to discuss this further but has yet to get a response. 
  
  Sincerely,
  ***********************, Assistant Manager
  Autobell Car Wash, LLC

• Initial Complaint

  Date:01/26/2023

  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 went to the Autobell Car Wash at ********************************************************* on 1/25/23 at 3:03 pm for a ride through car wash for $8.00. After the car wash I went straight home and parked the car in my driveway and didn't leave back out for the day. The next day it was raining so after it rained, I decided to go outside and wipe down my car and realized that Autobell Car Wash's equipment put 2 scratches on my front right bumper. I took my car back to Autobell so the manager can put in a claim, but the manager ***** told me that he was going to denied the claim and stated that's how Autobell work, that they always deny the damages and wait for the upper management to deal with it. And ***** also said he spoke to store manager on the phone and he said to denied the claim. So I made sure I took pictures of the broken car wash equipment for evidence. Even after the manager realized the equipment was not working properly, he still filed a claim with "Claimed denied". I feel that this business is very unprofessional on how they handle stuff and will never go to any Autobell Car Wash again. I will also let all my friends and family know not to use their service too. Autobell Car Wash need to be closed down if they can't keep up with maintenance on their equipment. It's not right how their broken equipment damage customers cars and they turn around and play the victim. I have proofs that their machine is not working properly and they still denied it all the way. ************************ ********** ********************** ***, ********************* and *************************** need to visit this autobell location and make some serious changes within the employees and equipment. They should also explain to all customers why their policy to deny all claims is even a policy. That policy does not make any sense. If the car wash equipment damaged the customer's car then you need to have your insurance pay to get the car fix. I can't do service with dishonest and unprofessional business/service and no one should have to.

  Business Response

  Date: 02/01/2023

  Thank you for allowing us the opportunity to respond.Autobell Car Wash, LLC., will be standing behind its decision made for Claim Number ******. During the time of the claimants return, we conducted an investigative procedure, which included inspecting the wash equipment. Part of the investigative procedure requires the claimant to rerun his vehicle through the wash to see if the damage could be replicated. The claimant refused to rerun his vehicle through the car wash, as a result we were unable to complete Autobell's investigative procedure. Therefore, the claim was denied. The claimant then called in and set up an appointment to meet the next day. The claimant was unwilling to meet with me after original decision to deny the claim, to try to resolve the issue. Autobell Car Wash, LLC., respectfully stands firm on our original decision to deny the claim.

  *****************************, Store Manager
  Autobell Car Wash, LLC.
  

   

• Initial Complaint

  Date:01/03/2023

  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 12/24/2022 I took my 2022 GMC Truck to Auto Bell in ***************, ** for a car wash. The car was employee directed me in to the car wash as a ride through. The noice in the car wash alarmed me. I recognized that the car wash equipment including the brushes and fabrics in the car was were frozen/cover in ice. This scratched the paint on my truck. The vehicle that entered the car was immediately behind me, was also scratched.When I bought this concern to the attention of ******************, he said it was my problem and not his. *** would not scratch paint and basically told me to leave. Ice can and did scratch the paint on my truck.I have pictures of the scratches on my truck and further more have pictures of the frozen/ice covered brushes as I took pictures immediately after seeing the scratches on my truck. I can provide pictures in separate email if requested.I contacted the local corporate office and was basically told it was problem and they had corporate lawyers with more money than me. Unfortunately I did not get the persons name.

  Business Response

  Date: 01/04/2023

  Thank you for allowing us the opportunity to respond. During the time of the incident, we conducted our investigative procedure which included inspecting our equipment, inspecting the vehicles washed before and after the time of incident, and rewashing the claimant's vehicle to see if additional damage or similar patterned scratches were replicated. We were unable to replicate the damage. Autobell stands behind the quality and safety of our equipment and does not accept responsibility for this claim. 

  *******************, Store Manager 
  Autobell Car Wash LLC.
  315 ************,
  ******, ** 29710

• Initial Complaint

  Date:12/29/2022

  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.

  December ************************************************************************************************** the process of my the employees attempting to pull my truck through the car wash machine my truck was slammed up and down multiple times. As per Autibell the driver rear tire would have been affected in this process. Two days later my tire is completely flat and they refuse to replace my tire and wheel alignment.

  Business Response

  Date: 01/05/2023

  Thank you for allowing us the opportunity to respond. ****************** came in and received a wash on December 19th. She left the facility with no indication of a flat tire. She contacted us about her tire being flat on December 29th and filed an incident report at the store. There is no evidence to support the claim of a flat tire occurring at the Autobell Car Wash location. The manager and district manager have both reached out to the customer.
  

  ***********************, Store Manager

   

• Initial Complaint

  Date:12/21/2022

  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 visited the AutoBell location on **************** on 12/16/2022 at 12:17 pm. I purchased the Super Poly wash and proceeded in. Once the wash was completed the car WAS NOT CLEAN--I even had to ask the attendant to clean the windows which were part of the process. As soon as I drove off I tried calling back a couple of times and got no answer. Came straight home and was taking pictures of the car to send to AutoBell when it was discovered there was damage to the right rear bumper. I tried calling again. Manager ******** called me on Monday regarding the cleanliness and I told him about the damage. He told me to bring the car by to file a claim. I went by and the assist. mgr said he would do an assessment to see if they caused the damage. As I told him--it has been 72 hours since my car came thru--there could have been debris etc stuck in the mechanism that caused it. This car is 6 months old and this was the 2rd time it has been thru a car wash--the first two were LASER washes. For some young kid to make a decision about the damage that AutoBell was not responsible is unacceptable. They are NOT trained in knowing what how it happened--the kid told me they are going in different directions--hello the mechanism goes in different directions when washing they are NOT all in the same direction. I get they work for you and are on your side, however I also know my car WAS NOT LIKE THIS when I entered the wash. When I ask about the car not being clean--**** proceeded to "clean the windows" and sprayed window cleaner on dirt and wipe it off--this is a BLACK CAR and you do not just spray and wipe--this causes scratches--it only takes a speck of dirt to cause damage to any car --he did this and me standing there!!!!!! I want my car repaired and my car wash REFUNDED

  Business Response

  Date: 01/03/2023

  Thank you for the opportunity to respond to ******************* After investigating this claim, it was determined that the damage claimed is isolated to one corner of the vehicle and is not consistent with the normal operation of the car wash.  Autobell stands behind the quality and safety of our equipment and do not accept responsibility for this claim.  

  Thank you,

  *******************
  District Manager
  Autobell Car Wash LLC.

• Initial Complaint

  Date:12/19/2022

  Type:Customer Service 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.

  Visited Autobell Car wash on *********************************************** on Sunday 12/18/22 at 10:30 am. Car was washed in the drive thru car wash and was dried by the employees in the dry/wipe down area. The hood of the car was scratched by the employee who dried the car with a towel that apparently had leftover abrasive material on the cloth. Manager was notified of the incident. Claim number ****** was submitted. Pictures were taken by the manager ***** and he claimed that the damage was there before the car was brought in. We want the scratches to be repaired on the hood. Damage was not there before the car was sent through the automated car wash and dry area.

  Business Response

  Date: 01/03/2023

  The customer received a car wash on the morning of December 18 around 10:30 am. She returned an hour later after noticing damages to her vehicle that were thought to have come from the car wash. Damages are swirl marks and small chipped paint on the hood. The manager on duty immediately inspected the car wash equipment for anything out of the ordinary. After confirmation of the regular working order, the manager inspected other vehicles on the lot that had also been through the wash. We could not find any similar damages that could explain the marks coming from our facility. ****************** then asked about the towels used to dry the vehicles. The manager on duty explained that we use microfiber towels, and the same towels were used on the whole exterior of the car, not just the hood where the damages were located. Our final step in the investigation would be to rerun the vehicle to see if the marks would duplicate.****************** declined to send her vehicle through the wash, which ended our investigation. ****************** did speak with a certified manager on duty.However, we would happily extend the invitation to discuss this further with the Store Manager.

  ***************************, Store Manager
  925 ****************************************************************************

• Initial Complaint

  Date:11/04/2022

  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.

  This issued occurred on 10/5/2022. I went to the Autobell car wash located at ***************************************************. I selected the ***** exterior wash. I went thru the wash and drove out and parked my vehicle to let the attendants dry my vehicle. Upon exiting my vehicle I noticed my rear window quarter panel chrome trim had come off. I asked **** to retrieve the trim. He walked into the tunnel and got the trim and brought it to me. I then asked to speak to the manager. He said he was the manager. I then requested to fill out a damage form. I had to wait as another customers vehicle had been damaged also. We then spoke and he said " we've barely ever paid for damage to cars we caused". I contacted corporate the next day and filed a formal complaint. I mentioned I spoke with the manager ****. They informed me he was the assistant manager and they said they would have the local car wash manager reach out to me. It's been a month and I haven't heard from anyone so I've given them ample time.

  Business Response

  Date: 11/09/2022

  Thank you for providing us the opportunity to respond. We attempted to reach out to the customer on Saturday (11/05/22) but the customer did not answer. A voicemail was left for the customer, but the customer did not call back. 

   

  *************, Store Manager

• Initial Complaint

  Date:09/26/2022

  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 took my vehicle to the above business for a wash as Ive done multiple times before on 9/24/22 around 10:30 am. You drive the vehicle on the conveyer belt place the car in neutral. On this occasion the vehicle gets to the end and it supposed to advance forward and I hear grinding and scrubbing. I place my vehicle in drive to exit and parked on the sidewalk and requested the manager to show the damage. (The side panel near the front driver side expand to the back door had been displaced. From what sounded like the machine being hinged under the vehicle. This caused screws to come out) The store manger *********************** comes to address me. He says he is going to go inspect the car wash and just stands as other vehicles go through. Comes back and says its working fine. Doesnt stop the traffic from coming so he can seek the evidence of the missing screws from my vehicle or anything. Make a decision that this is previous damage. Couldnt have been when my number was intact going in. He stated in his report he check the car wash before I went in. He was not outside and cars continually go in so thats false information. As I stated above the inspection after my reporting was just him looking at other cars go through. Not Altimas like mine not vehicles made like mine. He didnt look for evidence of their equipment causing the damage. Like my screws that are missing. And as previously stated *** been her several times as recent as last Saturday with no issue. I dont want anything from them but for them to be accountable and fix what their equipment damage and pay for transportation need while this is being fixed. No signage states that they arent responsible for damage or enter at you own risk etc. I requested for the cameras to be pulled to prove that there was no damage and ***** says, They dont work. I wouldnt want this *** happen on my shift as a manger but I would be accountable for what happened. It wasnt specifically his fault as the manger but malfunction.

  Business Response

  Date: 09/28/2022

  Thank you for providing us the opportunity to respond. The customer came in to get a car wash on September 24, 2022. The customer has been contacted regarding the incident and the issue has been resolved.

   

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

  District Manager

  Autobell Car Wash, LLC

   

• Initial Complaint

  Date:08/30/2022

  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.

  Back on 8/13/22 I visted Autobell Carwash on ********************************************************************************. Upon my visit I received a carwash (super poly process package) for $29.99. After my car was service I noticed my car looked like it was never washed the floors were not vacuumed and the inside was not wiped down at all. I also notice I didnt receive the fragrance that came with the package. Once the gentleman called me over and said my car was finish I told him that he looked like nothing was done. He went back and claimed to vacuum and wipe inside it stilled looked as nothing has been done. He continued to rush the job to get me out of the way and work on the next client. I then made a call to customer service the very same day to file a complaint and spoke with a gentleman name *******. He took my complaint and said someone would be in touch with me on Monday being that it was the weekend. On Sunday 8/14/22 a gentlemen named ******** gave me a call I assume he was the manager at the Suwannee location and he asked what happened and what he could do to fix my problem. I expressed my concerns and stated a refund would be great. He said he would get back with me and never heard anything back. I called customer service back and spoke with ****** on 8/16/22 to follow up on my complaint and she said that she would escalate it and someone should be in touch within 24-48hrs. Again no call back so I called again and spoke with a gentleman named **** on 8/18/22 and expressed my concerns about my complaint once again. He said the same thing that he would escalate my complaint to management. I then got a call from **** the customer service manager on 8/18/22. He said he would offer a egiftcard and I expressed I was extremely unhappen and would like a refund. He then stated he would call me back and I didnt receive a call back until 8//28/22. He mentioned he couldnt give me a refund because I paid in cash after all the back and forth. At the end of the day I just want a refund.

  Business Response

  Date: 09/01/2022

  We apologize the service did not meet your and our expectation of excellence.  While we cannot provide a refund, a $40 e-Gift card was sent to the email provided. This allows you to return to Autobell at your convenience so we can re-clean your vehicle at no cost to you.

  We look forward to seeing you soon!

  Sincerely,

  Autobell Car Wash, LLC