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Business Profile

Car Wash

Carriage House Car Wash

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Car Wash.

Complaints

This profile includes complaints for Carriage House Car Wash's headquarters and its corporate-owned locations. To view all corporate locations, see

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Carriage House Car Wash has 16 locations, listed below.

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/12/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Recently use this car wash after purchasing a new vehicle. After exiting the car wash, I discovered that my rims were destroyed with scratches from car wash. I brought it to the manager’s attention and he filed a claim, instructed that the customer service manager would reach out. A customer manager never reached out, and I had to reach out to him, he told me he had not looked at my information, following the weekend.I had to reach out again on Monday to hear a response and he responded by telling me that they determined the car wash was not for the damage done to my car. I responded and asked for evidence and video footage on how they prove that that was not their even though my Rims were perfectly fine before I used the car wash. I received no response email to answering the questions I asked. This is the situation their wash caused, and now my rims of my brand. New car are ruined and have to be completely redone. The customer service manager did not do Anything to try to accommodate the situation or to give me a solution to a situation they cost. He was rude and horrible to communicatewith.

      Business Response

      Date: 05/19/2025

      Thank you for reaching out. We appreciate you bringing this matter to our attention and giving us the opportunity to explain our decision. On the day in question, this location serviced 452 vehicles, none of which experienced a similar issue. The only equipment that came into contact with your rims was composed of soft cloth material, and the selected wash package did not include tire shine. Additionally, if there had been a foreign object in the wraps, we would expect to see damage to the rocker panels as well, which was not present.

    • Initial Complaint

      Date:06/22/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Sunday June 18, 2023

      Went through the car wash with my brand new car.
      Brushes scratched my soft top windows heavily.
      Filed complaint that same day.
      Customer service manger was extremely rude and unprofessional. I have the emails as proof.
      The scratches are consistent with the brush coming across my back window.

      Business Response

      Date: 06/22/2023

      Our apologies that we did not meet your expectations, this is not what we want to have happen! Thank you for the
      feedback, your time is valuable, and we appreciate you taking the time to
      submit your concern. We have forwarded this to the appropriate team for to review and respond back to you. Please
      allow up to 72 hours for contact, not including weekends. Thank you for being a
      valued **** ***********/Carriage House customer!

      Customer Answer

      Date: 06/22/2023

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.


      Regards,



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

      Customer Answer

      Date: 06/26/2023

      Consumer has confirmed with BBB that this matter has been resolved.

    • Initial Complaint

      Date:03/20/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 February 4, 2023 at 6:15pm my husband and I attempted to use the car wash at the Trenton Ohio location next to UDF. I paid $14 cash through their machine but the car wash never activated. UDF advised me to call Carriage House for a refund, since they are no longer directly affiliated. I called immediately and left a voicemail for the customer service representative, **** ****. A couple of days later I spoke with him and he said Carriage House would mail me a check since I had paid cash. I was ok with that and provided my mailing address. This was about 6 weeks ago. I never received a check, and I cannot get any response from Carriage House. I have left multiple voicemails.

      Business Response

      Date: 03/21/2023

      Our apologies that we did not meet your expectations! Thank you for the
      feedback, your time is valuable, and we appreciate you taking the time to
      submit your concern. We have created a customer escalation ticket to be
      reviewed by the Carriage team who will be contacting you shortly. Please
      allow up to 72 hours for contact, not including weekends. Thank you for being a
      valued customer!

      Business Response

      Date: 04/05/2023

      We have escalated your complaint for check not received to the appropriate team.  Our apologies for the delay.

      Customer Answer

      Date: 04/06/2023

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 



      Regards,



      **** ******

    • Initial Complaint

      Date:08/18/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 Wife and I went through last Thursday at the Wilder,KY location and afterwards noticed that our antenna was knocked off of our car. We alerted the company of the issue and they asked that we come in and file an incident report on Friday which we did after attending a funeral. We were told to go back to the location the incident occurred at and file the report only to get there and be told we needed to drive down to the Wooster Pike location instead. So after running around to file the complaint instead of being able to grieve the loss of a loved one in peace we were able to file the report and have them take pictures of the damage while being assured by the owner that they would resolve the issue within 72 hours or less. Five days went by with no word from this company so I sent an email back requesting an update and was told they couldn’t find video footage of us at the car wash even though I had the receipt from the car wash along with photo proof with a time stamp. No response back. Another day goes by and we received another email stating they would not take ownership for the damage that occurred (7 days after the incident which exceeds the 72 hour time frame we were promised) and that it was a manufacturer flaw and to contact the dealership. I have not had any issues previously and this type of response is extremely unprofessional and the lack of responsibility they take for issues like this is a poor reflection on the company. I have read other horror stories on the better business bureau from other customers who had the same issue and received the same exact word for word email response that we did. I would not recommend this company to my worst enemy and do plan on taking other action regarding this matter.

    Carriage House Car Wash is NOT a BBB Accredited Business.

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