Complaints

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

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Quick Shine Express Wash has 5 locations, listed below.

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  Quick Shine Express Wash

  500 Coors Blvd NW Albuquerque, NM 87121-1424

• 

  Quick Shine Express Wash

  5731 McMahon Blvd NW Albuquerque, NM 87114-6370

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  Quick Shine Express Wash

  3525 Montgomery Blvd NE Albuquerque, NM 87107-4847

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  Quick Shine Express Wash

  9935 Lomas Blvd NE Albuquerque, NM 87112-5274

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  Quick Shine Express Wash

  7201 Wyoming Blvd NE Albuquerque, NM 87109-4814

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:10/07/2024

  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.

  I recently went through the Quick shine at **** ******* ***** ** ***********. My truck was in neutral and was being rolled along the track by the car wash machine. When it got to the end a roller brush caught my windshield wiper and ripped it off the truck. As the roller turned, it beat my truck all the way from the front of the hood to the bed of the truck. It repeatedly smashed my windshield, like it was a hammer, and shattered it. My son and I had no way out of the vehicle. By the time it was over we were covered in glass and bleeding from small cuts on our arms and legs. I went into the office and the clerk started apologizing, explaining how sorry she was, telling me that they had just recalibrated that roller, and saying how "scared" I must have been. One of the other employees explained that they usually only have issues with Fords because of the window slant. I filled out an incident report that they say they sent to their insurance company. After waiting for a week, my husband called the carwash and was told that they were not liable for the damage. I do have photos and a copy of the incident report. They said that they have a video of the incident.

  Business Response

  Date: 10/07/2024

  Thank you for bringing this incident to our attention. We sincerely regret to hear about the distressing experience you and your son endured at our Quick Shine location in Albuquerque. Your safety and satisfaction are of utmost importance to us, and we truly apologize for the inconvenience and discomfort this situation has caused.
  
  After reviewing your incident report and conducting an internal investigation, we found that there are specific disclaimers outlined in our terms of service that address liability for damage. These terms are visibly posted at our facility and include details about certain vehicle conditions and components, such as windshield wipers, being outside our coverage due to the risk associated with various vehicle designs and pre-existing conditions.
  
  In your case, it appears the age of the vehicle and the nature of the damage unfortunately fall under exclusions specified in our policy. We understand that this is frustrating, especially given the impact this had on you and your son’s safety. While we strive to maintain the highest standards for our equipment, there are some limitations in liability for vehicles that may be more susceptible to damage.
  
  We genuinely appreciate the feedback and want to assure you that we are looking into additional safety measures and recalibration processes to prevent such incidents in the future.
  
  Once again, we are deeply sorry for the distressing experience and appreciate your patience and understanding.

  Customer Answer

  Date: 10/07/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I have regularly driven through multiple car wash operations similar to Quick Shine and have used this particular location before and never experienced a problem like this. This did not occur because of the age of my vehicle, and disclaimers cannot remove the liability of a company that provides a service to the general public when the service they are paid for causes significant property damage as well as trauma. Imagine being trapped inside your vehicle as the car wash equipment continuously pounds the windshield as shattered glass falls on you and your son. Arguably, one more rotation could have collapsed the windshield completely and pierced me in the chest. If that had happened, I don't think disclaimers would cover a serious injury or death. I believe that the damage caused by Quick Shine's equipment is completely the responsibility of Quick Shine, and I should not have to pay an attorney to hold them accountable for their actions. 
  
  
  
  Regards,
  
  
  
  ******* *****
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 10/21/2024

  Thank you for reaching out to us regarding your recent experience. We sincerely regret any distress the situation may have caused.
  We are unable to provide further communication on this matter. We appreciate your understanding.

• Initial Complaint

  Date:08/04/2023

  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.

  Quick Shine Express located at *** ***** ***** ************ ** has been deducting payments for my membership monthly. The location has been closed and I want to cancel my membership and request a refund but I'm unable to locate the company. The number that is posted on the internet ************ it says its busy does not work. I call Quick Shine headquarters and they said they sold that location a year ago, I asked them for a email or contact number and they refuse to give it to me. See emails attached. The signage still says Quick Shine my Money deducted says Quick Shine. Do you all have a phone number of this establishment?

  Business Response

  Date: 08/23/2023

  We have contacted the
  guest and cancelled the account. We temporarily closed for 9 days to perform
  repairs and upgrades at the site. We are working on improving our processes to
  allow for easier and more streamlined communication in the future.

  Customer Answer

  Date: 09/01/2023

  This has been resolved 

• Initial Complaint

  Date:07/03/2023

  Type:Billing 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 4/23/23 I went to have my car washed. I pulled up to the bay to pay and the young man was trying to sell everyone in all 3 bays on the current promotion. The cost was $22.00 for a full month. He added there was no gimmicks, no hassle from them, they just wanted everyone to try to service and see if you like it and then you could sign up after giving them a try. There was no discussion of cost as it was just a trial as they were trying to grow the business. He handed me a clip board to give them some general information, I told him I did not have my reading glasses with me and wasn't interested. He then read the questions to me and sold me on the idea that instead of paying the $14.00 cost for one carwash, I could pay $8.00 more and have my car washed every day if I wanted for the next 30 days. I asked him again what would happen at the end of 30 days and he told me "nothing, I would have to come back and sign up if I wanted to continue." He was telling everyone in all 3 bays the same thing. I stopped using the service on 5/21/23 as I did not want to go past the 30 days. As a side note, each time I pulled in, it would not read my sticker and someone would have to help me get through the bay. I went 4 times in 4 weeks. I was surprised to see the $39.00 charge on my account dated 5/24/23. When I caught it, I reached out to them by email on 6/20/23. I never heard back from them and they charged me again on 6/24/23. I want a refund for both months as I never used the service and I never got any communication from them at all that they were charging my account. It is fraud.

  Business Response

  Date: 08/29/2023

  This is in response to complaint
  # ******** which was emailed to the Customer Service Manager on August 24, 2023.
  I am the Customer Service Manager for Quick Shine Express Wash, working from
  our corporate office in Arizona. My contact information follows, at the end of
  this letter.
  
  I received an email from
  Ms. ********* on June 20, 2023, 12:47 PM, attached as 1st email and
  reply after this letter, requesting information on the charge she had.  The request was “There is a charge on my
  credit card in the amount of $39.86 on May 24, 2023.  Can you please tell me why you charged my
  card.”  I replied explaining that she
  enrolled into the monthly membership program on April 24, 2023, during a
  promotional period where the first month costs the same as a single wash then
  every month thereafter will be at the regular rate.  I sent the reply on June 20, 2023, at 2:10
  PM.  I did not receive a reply to this
  email.  The email also did not request to
  cancel the membership or allude to cancel the membership other than request why
  there was a charge.
  
  Then on June 28th at 12:32 PM I returned two voicemails that were left on June 28th at
  7:44 AM and 8:48 AM, however, there was no answer, and I left a message on
  their voicemail.  On June 29th at 9:13 AM Ms. ********* left another voicemail requesting a call back.  I returned this voicemail on June 29th at 10:36 AM.  During this call I listened
  to the customer explain they went to the car wash and enrolled into the
  membership but thought it was just for that one month and was confused why they
  were charged.  Also, the sticker on the
  vehicle had issues when scanning. 
  Checking her account, I did not notice any issues with the membership
  and the sticker information was correct. 
  I also informed Ms. ********* that she enrolled into the monthly
  membership program during the promotion period, which mean the cost is lower
  for the first month and regular price thereafter.  I informed Ms. ********* that there was a
  signed terms and conditions agreement that they agreed to be auto billed each
  month until a request to cancel has been made in writing.  States she didn’t read the terms and
  conditions just signed it.  However, per
  our company policy and terms of the program, we do not offer refunds of the
  remainder of the billing period but allow the continued use of the membership
  services.  During this call I did cancel
  her membership and informed her she could use the wash until 7/22/2023.  She stated she will not return and will
  submit a complaint on the BBB and called us liars and frauds and tell everyone
  on social media. 
  
  That same day, June 19th at 11:14 AM, Ms. ********* sent in another email through our website contact us
  page requesting a cancellation and copy of the signed agreement.  On this day I returned all calls prior to
  returning emails, so I replied to this email after our call.  I reiterated that the membership was cancelled
  and that she could use the membership services until the end of the billing
  period.  This email and reply is attached
  as 2nd email and reply. 
  
  Lastly, Ms. ********* submitted a chargeback with your cards issuing bank, which resulted her in receiving
  the money back, as is her request was with this complaint.  At this time Ms. ********* is not due any
  refund or credit and this complaint has been resolved. 
  
  We are a small company,
  trying to grow, and we value our customers. 
  We honestly want them to be happy. 
  As you have read in this letter in response to the complaint, the
  customer did not make a claim to our company of any damages until after the
  vehicle left the premises.
  
  Sincerely,
  
  
  ****** *******, Customer
  Service Manager
  QUICK SHINE EXPRESS WASH

  Customer Answer

  Date: 08/29/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:

  I requested a copy of the email she claims was sent to me on June 20, 2023.  I checked my emails including spam and to date have never received any written communication from them.  During our conversation I asked her for a copy of what I signed and to date she has never sent me any such document.  I am requesting the email responses that were sent and well as any documents that I signed.  

  
  Regards,
  
  
  
  ******* ********* 

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 08/29/2023

  I replied to your question on what the charges were, there was no request to cancel on the email from June 20, 2023, at 2:10 PM, just a request to know what the charge was.  I have attached the email correspondence.  The next communication was when you called on 6/28/23 at 7:44 AM and left a message, I returned the voicemail on June 29th at 10:36 AM at which time you requested the cancellation, and the membership was cancelled at that time.  Since this date was after your auto renew date, per our company policy, which is in the agreement you signed, attached as well, we do not offer refunds for the remainder of the membership but allow the continued use of the services. 

• Initial Complaint

  Date:08/29/2022

  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.

  On Thursday 8/11/2022, around 8:04 am, my car was damaged by malfunctioning equipment while in the car wash. This did not just happen to me and another vehicle was damaged as well. My car sustained damage to the driver's side mirror (which was folded in) and a large dent and deep scratches near the mirror. My report was taken on a loose paper by the manager, Paula. I was told they would call me later that afternoon. After not receiving a call, I went back a few days later. I was told the owner or whomever Paula’s boss was would be in later that afternoon and I would get a phone call later. Again I was left waiting with no call. About a week later after the initial incident, I went again. I talked with Paula again and was told the same thing. I asked to verify if she had the right number since I hadn’t received any calls. She assured me I had that and they would call with the insurance info I needed. My insurance said we needed to get their insurance policy. I have since attempted to email their corporate office with no response. The machine was clearly malfunctioning because the force that hit my car was very extreme. I have all this which can clearly be seen on my dash cam video, as well as a witness. I took several pics and you can see the damaged mirror in their possession at the car wash. The guy whose car was in front of me had his entire back window busted in. I talked with him recently and he is getting no response as well. Paula explained to me and the other driver whose car was damaged that they pay thousands of dollars for their insurance, but when it comes to giving that info to me, they never have it. I just want my damaged car fixed or simply give me their insurance provider and policy number.

  Business Response

  Date: 02/03/2023

  “This matter had been handled. We successfully contacted the customer and connected them with our insurance. The vehicle is now being repaired. We apologize for the inconvenience of this situation.”
  
   
  
  Best,
  
  Michael K****

  Director of Operations and Procurement

  
  

  Customer Answer

  Date: 02/03/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  Regards,
  
  
  
  **** ******