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:02/25/2025

  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.

  On December 13th 2023 I received contaminated gasoline from bolla Corp. when I bought gasoline at the location on the corner of *********** and ******************* in **********. I immediately contacted bolla corp and shortly after they admitted fault for selling the contaminated gasoline. For over a year now I have been trying to get paid back for the damaged to my vehicle but they do not answer any of my emails or calls. We have a long email chain of proof and more, if you need more proof please reach out to me

  Business Response

  Date: 02/26/2025

  
  It is my understanding that the complainant is not the owner of the vehicle.
  At the time I had made attempts to communicate with the owner ***** ****** to resolve this claim.
  I was originally trying to get ***** ****** to agree that we would likely pay for the estimate provided by the State Farm insurance adjuster that went to the repair shop to evaluate the vehicle. (see attached)
  *** ****** was not the owner in the position to make such decision.
  There was a long delay between the owner of the vehicle and State Farm resulting in a two week unnecessary rental before receiving a loaner car from the dealership.
  
  From the very beginning the vehicle owner ***** ****** submitted a claim to her auto insurance carrier State Farm and was eventually paid for damages and rental.
  *** ****** advised he was pursuing legal action and the communication stopped.
  
  If there is any subrogation it will be with State Farm insurance and not *** *******

• Initial Complaint

  Date:10/04/2023

  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 the afternoon of Friday 9/8/23, i got my ****** FJ Cruiser washed at above location. During the wash the car jumped the track. Not thinking anything of it, as it happens i went home. Once I got home, I noticed on th rear of the car a dent with paint chipped off and damage to the rear window. I went right back to the car wash and spoke to the manager. There was a ****-minute gap from time i left to return. Upon talking to the manager, he said there was nothing he can do, and I had to contact corporate. I followed his instructions and wrote them an email and filed a complaint online as well. Now it's almost a month later and with multiple emails sent, visits to the car wash and attempting to reach out on social media I have heard nothing. Because of the damage i bought my car to a body shop and there is $5500 worth of damage to the vehicle. I had to go through my insurance which i find i shouldnt have to do. I have photos available including the reciept on my phone if you want a copy I can send when reached out to. There are video cameras available at the location which i have asked the manager multiple times to inquire to view my car going in the wash and out of the wash. Im not sure how long footage is available to them to view and with it coming up on a month it might be cutting it close. All i asked from corporate and the manager was to view the footage. If my car went in without damage and exited without damage, the case is settled. But if it exited with the damage i would like them to take responsibility. Please feel free to reach out to me for more information and for the pictures of the incident. Thank you

  Business Response

  Date: 10/05/2023

  Good afternoon **********************,

  I was asked to investigate this claim.

  I had interviewed the car wash manager **** who was present on the date and time of occurrence. 

  It is my understanding that this alleged incident was brought to the attention of the employees after exiting the wash and leaving the property for a period of time.

  The car wash is a self-service wash. This means that you are inside the vehicle at all times while entering and exiting the tunnel during the wash.

  When you first enter the tunnel, you are on the track and begin proceeding forward until the end of the tunnel. 

  There are (3) clear and unobstructed signs before entering the tunnel informing the operator of the vehicle to place their vehicle in neutral and NOT PLACE YOUR FOOT ON THE BRAKES and REMOVE HANDS FROM STEERING WHEEL.

  It does not appear that the equipment was defective. The car wash serviced hundreds of washes since the claim without incident. The machine is designed to stop if the vehicle was able to come off the tracks and then shut down. This has not happened.

  It is most likely that you the operator of the vehicle placed his foot on the brakes pushing the roller under the tire while the track remained in motion, lifting the vehicle up and then back down onto the track until the operator remove the foot off the brake.  

  In any event, any incident could have not gone unnoticed by the operator of his vehicle at the time. The operator would have certainly known there was this issue inside the tunnel and reported the incident immediate after exiting the tunnel. 

  I was informed you left the property and returned later. 

  I do not believe Bolla Wash was responsible for the damages in this claim. 

    

  Customer Answer

  Date: 10/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

  Good afternoon,
  I do understand that it is a self service car wash as Ive used it before this incident. All I am asking is to view the images of my car entering the tunnel when it gets pre washed, and the whole 3 minutes it takes to go through. Youll see I never hit the break or anything to cause the  car to jump the track. I felt it jump up at the time of the incident stated above. You guys have cameras for this exact reason. If you go through and see my car enter and leave without damage, fine happened somewhere else, or if you see break lights go on inside the tunnel, fine shame on me . After going through the ****** reviews, This is NOT the first incident at this location thats occurred. There was a Tesla in August (possible beginning of September) where the rims got chewed up as well. Accidents happen, machines malfunction and technology doesnt always work the way its intended to which could have caused the machine not to shut off. Take the time to go through the camera footage inside the tunnel and please when you do, send the video for viewing. I also find it strange I didnt hear from you guys for over a month till BBB got involved. 

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