Complaints

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

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  Ultimate Express Car Wash

  34 Sunrise Highway Valley Stream, NY 11581-1127

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  Ultimate Express Car Wash

  2495 Middle Country Rd Centereach, NY 11720-3526

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  Ultimate Express Car Wash

  3170 Hempstead Tpke Levittown, NY 11756-1308

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:02/13/2025

  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.

  My rim was damaged by the end of the track at the car wash. The metal is exposed at the end of the car wash track. This happened a few days ago and also happened a few months ago. I did complain the first time to a worker I said something hit my wheel he said they will look into it and complaining to the company is pointless because they wont help. I didn't have much proof so I left it alone but this time I felt something hit the wheel again. When I checked the rim it was damaged again. I complained to the same guy. A customer next to me was complaining as well it happened to him a few times but he didn't care because his car wasn't new like mines. Another worker came over and said it probably happened at the end of the car wash because the plastic part on the end is worn down and he scratched his rim as well so he said pull up kinda far out the car wash and then make the sharp left turn only issue is the car wash exit is very close to the street. I took a look at the end of the track and the metal was sticking out some so if the employees know this why not tell customers before they go through the car wash, that part made me upset because it's a issue they already knew about and didn't fix it. I sent pictures to the company and they said it was damaged already. They pointed out old scratched I had before from going through the car wash when I complained the first time. You can still see the paint from my rim still on the rim and tire after the car wash so you can tell it just happened plus I felt it happen and checked it immediately. I didn't get much help from the company they offered free car washes but after the way the treated me I didn't wanna go back. I sent the proof and they still denied it.

  Business Response

  Date: 02/13/2025

  At Our car wash we take ALL potential damage claims very seriously.  We have a strict procedure in which when a customer believes the wash has caused damage, a staff member will review the claim with the customer, take photos, and submit to customer service.  The customer is then give specific information on how to contact customer service and handle their claim.  This customer had NEVER made a claim about any prior damages whatsoever, until the day he washed on February 7th at 1:50PM.  He subsequently contacted customer service via email on February 7 @ 2:58pm, claiming his driver side rear wheel was damaged near the valve stem in the car wash. We ***lied immediately afterwards with photos (see attached) clearly showing that his wheel had damage prior to washing. The photos we provided are when a car first pulls onto the conveyor system at the very beginning of the wash tunnel, and nothing has touched the car whatsoever. He then changed his story to say that damage happened another time, and he now had new damage, but after thoroughly reviewing our camera system, no additional damages could be found.  We even sent the photos to the customer, showing him we see no additional damage, but if he can see it to please point it out to us so we address is.  He was unable to do so, became very argumentative, and began berating the customer service *** calling them names and using foul language. Through all of that the *** maintained their professionalism, and in spite of his tone and language, they still offered to give him a free month of service as a gesture of good faith and to diffuse the situation.  Unfortunately, this customer was intent on blaming the car wash and continued on his tirade of insults and profanities.  As a last ditch effort, the *** once again offered to have this customer come back to the site to show the new damages in person, since nothing could be uncovered on the cameras other than his pre -existing damage, but he declined and continued on his profanity laden rant.  The *** went above and beyond, but was forced to end the conversation since it was clear that they were not dealing with a rational and reasonable individual.  Its unfortunate as this customer had been washing for quite some time, so **************** will do everything in their power to try to end things amicably.  Sometimes no matter how hard you try, and no matter what photo or video evidence you provide, you cannot reason with someone who is looking to blame others for what was clearly not the fault of the business.  

  Customer Answer

  Date: 02/13/2025

  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:

  This business owner was set on blaming me from the start. They tried to say the old marks were the issue but no its the new marks I showed them. Then they tried to ignore the new marks that just happened. This is the second time their wheel rack messed up my rim. The unbelievable part is the workers know about the issue and told me how to avoid it but it too late now the damage is done. Why wouldn't they replace the worn down edge at the end if the employees know about it? The company wanted to offer free car washes because they knew they were in the wrong but the damage is done already. The pictures show the issue at the end of the car wash the track metal is exposed and they still choose to deny the facts. Yes I was upset because I showed proof and the company still tried to deny it. That made me very upset. I take very good care of my car and look it over every chance I get. This company is obviously trying to deny any wrong doing so they're not held responsible. Fact of the matter is the evidence is in the pictures. The company showed me pictures of two old scratches that are black from the dirt because its old I received those a while back going through their car wash. They didn't have anything to say about the new marks. You can see the paint chips in the pictures. If that happened before the car wash explain how is that possible because they have a brush at the end of the car wash that cleans your rims and tires so the chips of paint would've came off that's common sense. They need to fix the issue I wasn't the only customer complaining plus their own employee told me about the issue. This company has horrible customer service, pointing the finger at me when u can see in the pictures the metal is exposed at the edges so when you make that turn it could hit your rim. Pictures don't lie the metal is exposed and that damage to the rim is new. I felt the hit making the turn out the car wash. They should put up a sign saying pull all the way up before making that sharp left turn. I can take more pictures it's a bad turn off. This company needs to speak to their employees about issues at the car wash and fix them instead of not caring about people having their property damaged. Take accountability for your mistakes you can see the edges of the rack the metal parts aren't covered up. My car is pretty new and now this one rim looks horrible from this company's car wash. Fix the issue. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** ******