Business Profile

Car Wash

Mike's Carwash, Inc.

Complaints

This profile includes complaints for Mike's Carwash, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

33 total complaints in the last 3 years.
14 complaints closed in the last 12 months.

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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:06/17/2025
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.
In early to mid May my wife and myself bought an unlimited pass at Mikes car wash at ***** ******* *** *********** ** *****. Right around that same time i wrote to corporate because of a harder jerk that i had experienced at the car wash, which i may have used once every few months. I am attaching the email and response from corporate telling me that it was "normal". This tire and wheel were purchased new 10/24. I have attached the receipts. At this point we had no damage to our vehicle. We began using the car wash more frequently and on 6/6/2025 our low pressure light came on for our tires. After inspection our front passenger tire and rim had significant damage. On the 7th we went to Mikes and spoke with a manager and he filed a claim. He advised us we would get a call within 5 business days. On the 6th business day we received a letter from Mike's stating they weren't accepting responsibility. I have that letter at my work I can get it and scan it then. I just wanted to get this in to get things started. We have had to take the tire off and are riding on a donut.
Customer Answer
Date: 06/18/2025

What if I have a letter from Mike’s that I didn’t have in my possession yesterday when I filed my claim?
Business Response
Date: 06/18/2025
Hello,
Following a thorough review of the claim submitted by ******* ****** regarding tire damage allegedly sustained during her visit to our ******* ******* location on June 5, 2025, we have completed our investigation and would like to share our findings.
Video footage from the visit shows *** ******* vehicle was properly loaded onto the conveyor without any issues. The roller engaged as designed, making correct contact with the rear driverside tire to guide the vehicle through the wash. At no point does the footage show any jolting, bumping, or irregular motion that would suggest a malfunction or improper handling during processing.
Upon close inspection of the footage and relevant records, we also observed significant curb damage present on all four of *** ******’ tires. This type of wear is consistent with external roadway impact and not with any equipment or operation within our wash. Mike's Carwash uses standardized equipment that handles every vehicle identically. If our machinery were causing tire cuts or gouges, we would expect to see widespread, consistent issues across multiple vehicles, which is not the case.
Based on all available evidence, we have found no indication that the tire damage occurred at our facility. For these reasons, Mike's Carwash cannot accept liability for the damage to *** ******’ tire.
We appreciate the opportunity to review this matter and are always committed to maintaining a safe and high-quality experience for all of our customers.
Thank you,
Mike's Carwash
Initial Complaint
Date:05/20/2025
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.
I am writing to file a formal complaint against Mike’s Car Wash regarding an incident that occurred at their location on May 7, 2025. During an automated car wash at their facility, my vehicle sustained visible damage. I immediately reported the damage to the on-site manager, Blaine, who acknowledged the issue and filed an incident report and insurance claim on my behalf.

Despite this acknowledgment at the time of the incident, I received a letter dated May 8, 2025 (delivered to me on May 18, 2025) from Mike’s Car Wash stating that the damage was not the result of the car wash and that the trim piece was “loose or damaged before the visit.” This statement is not only inaccurate but contradicts what was directly acknowledged by their personnel on-site, including the manager.

The response from Mike’s Car Wash is unacceptable, unprofessional, and misrepresents the facts. I am attaching:

Photos of the damage sustained,

Comparison photos of the undamaged side of the car,

A copy of the letter I received, and

Any other relevant documentation from the incident.

I feel this situation constitutes not only a failure to take responsibility for damage caused by their equipment, but also an example of misleading communication and customer harassment through unjust denial of valid claims.

I am seeking:

Reimbursement for the repair costs of the damages,

Assurance that their internal claims process is reviewed to prevent future incidents of this nature.

Thank you for your assistance in resolving this matter. I hope to see prompt and fair action taken by the business in response to this complaint.

Sincerely,
***** *******
Business Response
Date: 05/28/2025
Hello,
Upon reviewing camera footage captured prior to your vehicle entering the wash, we observed that the windshield trim piece was already loose or previously damaged. It was not properly adhered to the vehicle, making it more susceptible to coming loose or sustaining further damage during the wash process.
As outlined in our posted signage and company policy, Mike’s Carwash cannot assume liability for damage to vehicle components that are pre-existing, loose, or improperly secured. Based on this evidence, we must respectfully deny liability for the damage to your windshield trim.
Additionally, you provided a photo of damage to the front bumper. Our footage also shows this damage was present before your vehicle entered the wash. The appearance and location of the damage suggest it may have been caused by a prior side swipe or contact with another object.
In light of these findings, Mike’s Carwash must respectfully deny all claims of liability in this matter.
Thank you,
Mike's Carwash
Initial Complaint
Date:03/05/2025
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.
Went to Mike’s carwash and did not have any scratches on our **** ***** ***** and shortly after we came out we noticed it had multiple scratches over the hood and the back of the car, tried to contact them and say they are responsible and they said they are not liable
Business Response
Date: 03/13/2025
Hello,
When reviewing the scratches on *** ******* vehicle, they are inconsistent with how our wash operates. These scratches are in various areas, shapes and sizes, and moving in different directions. For this reason, Mike's Carwash had denied liability. If *** ***** is wanting a refund for $11, we would be happy to send a check in that amount. However, we are not liable for the damages he is claiming.
Thank you,
Mike's Carwash
Customer Answer
Date: 03/25/2025
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.

Regards,

***** *****
Initial Complaint
Date:02/16/2025
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 12/14/24 I entered Mike's Car Wash (**** ******** **** ***** ** *****). During the wash, something malfunctioned and my car was pushed into the vehicle in front of me. Also, the vehicle behind me was pushed into my car. I left the wash with front end and rear end damage to my brand, new **** ***** *** ******. Mike's Car Wash is denying liability. They have stated that the vehicle in front of me is liable, but that person's insurance is denying liability even after reviewing film footage. I cannot believe that Mike's Car Wash treats customers this way!
Business Response
Date: 02/17/2025
Hello,
When reviewing the video footage of this incident, the customer in front of **** ******* had their hands on the wheel causing them to come out of the conveyor at no fault of Mike's Carwash. The customer in front of **** ******* came out of the conveyor on the driver side of the conveyor, which is the highest part of the conveyor making it extremely difficult to come out. We had washed almost 800 vehicles that day without any other incidents and this was the only car out of our conveyor for the whole 2024 year. This shows that there was no faulty equipment with Mike's Carwash as if there was an issue with the conveyor system, we would have had more customer's coming out. We had been in contact with ***** **** this morning (2/17/25) and reviewed the video footage with them and explained everything thoroughly. They will be sending it over to a different department. In the meantime, we have responded to **** ******* to obtain 2 written estimates for the repairs. She is the victim in this incident and it's unfortunate that ***** **** is not stepping up to the plate. Therefore, we will cover the costs of the repairs until we hear back from ***** ****.
Thank you,
Mike's Carwash
Customer Answer
Date: 02/26/2025
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.
Mike's Car Wash has stated that they will repair my vehicle and asked for two quotes. I have obtained one, and I am scheduled to get a 2nd quote for repairs on 3/4/25.
Since my only options are to accept or reject, I am rejecting at this time as the issue is not yet resolved due to timing. I appreciate Mike's Car Wash's response but will wait until my car is repaired to accept/close this claim.

Regards,

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

Business Response
Date: 02/27/2025
Hello,
We will be covering the costs of **** ********* vehicle. We require 2 estimates to cross reference to ensure that the proper work is being done. When we receive the 2nd estimate. We will get the repairs completed for her.
Thank you,
Mike's Carwash
Customer Answer
Date: 03/17/2025
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.

I appreciate the offer to repair my car. I have obtained two quotes and Mike's Car Wash has stated that they provided a credit card to one of the shops in order to purchase the parts needed. I am awaiting a call from ***** Auto Body to schedule the repairs. As my only options here are to accept or reject, I am choosing to reject only due to timing. I would prefer to wait until my car is actually repaired to close this claim.

Regards,

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

Customer Answer
Date: 03/21/2025
Hi there - I have submitted two quotes to Mike's Car Wash. They chose the shop that offered the lower quote. I am scheduled to drop off my car at ***** Auto Body on Monday 3/24. They estimate that repairs will take one week. I have emailed Mike's Car Wash letting them know this, and asking how to go about getting a rental car for the week. Thank you.
Business Response
Date: 03/21/2025
Hello,
We have issued a credit card to the body shop for the repairs and have her scheduled for a 5-day rental with ********** starting Monday, 3/24/25.
Thank you,
Mike's Carwash
Customer Answer
Date: 04/01/2025
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.

I dropped off my car at ***** Auto Body on Monday 3/24. They said the repairs would take about a week. At that time, I also picked up a rental car from ********** that Mike's Car Wash had arranged for me.

I just now called the body shop for an update, but no one answered so I left a voicemail. I am hoping that the repairs are completed soon and then I will return the rental and accept this response.

Regards,

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

Customer Answer
Date: 04/04/2025
Hi there - I received a call from the body shop yesterday stating that the repair work has been complete. I left work early to get to the shop by 5pm to pick it up. It has been fully repaired and I returned the rental car. I am now comfortable closing this complaint as resolved. Thank you so much to the BBB for your help!
Initial Complaint
Date:02/12/2025
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.
My brand new car that I’ve owned for four weeks was damaged in their car wash, and they are not assuming liability. The back metal wiper arm was ripped off and chipped paint off the vehicle directly under the arm. They are not taking responsibility in repairing the chips even the the body shop and dealership state the damage is consistent with the metal arm being caught in the machine spinners and damaging my car. I’ve provided them the estimate from the body shop for the repair which is $850 as well as the estimate to rent a car for four days at $390 (four days is how long the body shop said they would need my car for).
Business Response
Date: 02/17/2025
Hello,
When a rear wiper is ripped off a vehicle by our equipment it is thrown to the side of the wash right away as our equipment is rotating. If the rear wiper was caught in the cloth there would be multiple dents and scratching, not just a single chip the size of the tip of a ballpoint pen. We had submitted payment to *** ****** for the repairs of the rear wiper in the amount of $199.05 but we do not feel we are liable for the chip on the rear hatch.
Thank you,
Mike's Carwash
Customer Answer
Date: 02/20/2025
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.

After providing additional pictures, they have agreed to cover the damages. I am happy with the outcome and would like this taken off their BBB record.

Regards,

**** ******

Customer Answer
Date: 02/24/2025

I would like to mark this resolved as text have agreed to cover the damages after I filed the complaint.
Can you tell me how I can go about marking it resolved?
Thank you,
**** ******
Initial Complaint
Date:11/08/2024
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.
On Sunday October 27, 2024, I drove my 3 week old ***** *** thru Mike's Car Wash on ********* *** where the driver side rim was damaged as a result of either the employee "guiding me into the track" or their track system scratching the rim during the wash. I filed a claim and was told by the employee of the car wash that I would get a call within 24 hours. The employee at the car wash who took my claim was kind and apologetic. He even commented on how “sick” my car was how unfortunate it got damaged being that it was so new (again, purchased the car 3 weeks ago at the time of the incident). I never got a call from the Claims Dept as stated. Instead, I received a ridiculous and quiet frankly, insulting letter in the mail 9 days after I filed the claim on 11/8/24 stating they were denying my claim. The letter literally said that if their equipment would have caused the damage, then they would have received other incidents reported that day, in which they supposedly hadn't. The letter THEN went on to say that my car was likely "dirty" and therefore I never noticed the damage prior to it being washed. IT'S A BRAND NEW CAR!!! I couldn't believe a company would be so unprofessional to insult a customer with their dialogue. On 11,8/24, I called the claims department and asked about the appeal process and “Natalie” said I can take them to small claims court or file a complaint with the BBB. I couldn't believe her snarky response! She went on to say they did a “thorough" investigation and found that they didn’t cause the damage. She went on to say, "I'm looking at the photo now and you definitely hit a curb". I went on explain to her that I would know if I hit a curb, which I did not, and that if that were the case, I wouldn't be wasting my time with Mike's Carwash. She again said they made their decision and to file a claim with the BBB or take them to small claims court. They need to pay for the damages to my wheel ($200 to repair).
Business Response
Date: 11/11/2024
Hello,
When reviewing *** *********** visit, we watched the video footage of her being loaded onto the conveyor. *** ********* had no issues when pulling onto the conveyor and she did not make contact with the conveyor rail. We then watched her process through the wash and we see that the rim is not near the railing and our equipment did not malfunction. Our conveyor is covered in plastic from the entrance of the wash to the exit. To scratch rims it takes some force and something harder than plastic. We have attached a picture of her vehicle while processing through the wash showing that the rims were not touching our conveyor system. Mike's Carwash had washed 620 customers this day as well. If we were to have had an issue with our conveyor railing to cause this damage, we would have had other claims, which we did not. *** ********* also came back 3 days later to report this damage. We believe that this rim damage may have occurred within those 3 days after leaving Mike's Carwash.
Thank you,
Mike's Carwash
Customer Answer
Date: 11/26/2024
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.

You're photo shows absolutely nothing nor proved anything. Nice try and typical of Mike's Car wash. Please provide footage of my car ENTERING the bay, being DIRECTED BY YOUR EMPLOYEE. That is where the damaged likely occurred. And to suggest there were no other reports that day, therefore I'm lying about how my rim on my brand new car got damaged? What a ridiculous suggestion. There have been literally thousands of complaints across several platforms where consumers reported Mike' Carwash equipment causing damage to vehicles. I think next steps is for Mike's to 1). make this right by compensating me for the repair to the rim and 2) fire their consumer relations personnel responding to this complaint.

Additionally, I didn't wait 3 days to report the damage as you falsely accused. The damaged occurred Sunday afternoon (didn't leave my home the rest of the day). I reported the incident Tuesday (didn't leave my house on Monday) and didn't notice the damage until Tuesday morning leaving for work. Review the records;I demand an apology for your false accusation.

Do better.

Regards,

***** *********
Initial Complaint
Date:10/30/2024
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 have a monthly subscription for Mike’s Car Wash. During a visit there 10/28/24, after going thru the automated Carwash, I dried my car off then noticed brush/cloth marks on my right side quarter panel. I informed the general manager on site. She had me to fill out paperwork and pictures were taken. On 10/30/24, I called customer service and talked to a woman named Janeese. She denied accountability and was quite rude to me. I then proceeded to ask her to cancel my subscription immediately. She said she’ll connect to to the service department for cancellation. However, she hinged up the phone. She said she works in the claims department. The woman is rude, unprofessional, and lacks people skills.
Business Response
Date: 10/30/2024
Hello,
When reviewing the damage to *** ******** vehicle, the scratches/scuff on the rear quarter panel appear to be from an impact of some sort. Mike's Carwash utilizes soft cloth technology and touches the vehicle from front to back. If our cloth were to cause this damage there would be a consistent pattern from the front of the vehicle to the back. These scratches/scuff are isolated to one area on the rear quarter panel just above the tire and nowhere else on the vehicle. They do not fit the pattern of how our equipment moves. The markings are vertical in a cluster instead of horizontal and spaced out. This particular location that he visited had washed over 1,000 customer's without any other incidents being reported. For these reasons, Mike's Carwash is denying liability for the damage that *** ****** is claiming. We are happy to have a District Manager set up a meeting with *** ****** to further review this claim, if he would like.
Thank you,
Mike's Carwash
Initial Complaint
Date:10/25/2024
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.
Mike's Car Wash is responsible for damage to my **** ****** ***** through the mishandling of duties by their employee, Diamond, at the ********* ** store on 4/30/24. I tried to work with multiple employees of Mike's Car Wash locally and through their headquarters, but they say my only recourse is to file a BBB complaint or sue them. Attached are photos, estimates of the cost to repair the damage Mike's Car Wash caused, and correspondence explaining the events and responses of Mike's Car Wash employees. I have additional photos from inside the car wash showing what it looked like from the driver's perspective during this incident. The BBB upload system kept flagging errors so there should be 6 more PDF documents after the individual IMG files uploaded.
Business Response
Date: 10/29/2024
Hello,
We had reviewed the video footage of the incident regarding *** *****. When reviewing the video footage of this incident, we see that our team member gave proper instructions for *** ***** to put her vehicle in neutral. We see that once she is on the belt *** ******* vehicle moves forward faster than our belt is moving telling us she was in drive. She had then come into contact with our equipment which caused damage to her vehicle. This incident is not at the fault of Mike's Carwash or it's employee as she was instructed to place the vehicle in neutral, which it was not. We have signage posted at the front of the wash letting customer's know that the vehicle needs to be in neutral and we give verbal and non verbal directions to do so. *** ***** has been told this information from our Claims Department, General Manager, Area Director and Owner.
Thank you,
Mike's Carwash
Customer Answer
Date: 11/02/2024
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.

We had reviewed the video footage of the incident regarding *** *****. When reviewing the video footage of this incident, we see that our team member gave proper instructions for *** ***** to put her vehicle in neutral. We see that once she is on the belt *** ******* vehicle moves forward faster than our belt is moving telling us she was in drive. She had then come into contact with our equipment which caused damage to her vehicle. This incident is not at the fault of Mike's Carwash or it's employee as she was instructed to place the vehicle in neutral, which it was not. We have signage posted at the front of the wash letting customer's know that the vehicle needs to be in neutral and we give verbal and non verbal directions to do so. *** ***** has been told this information from our Claims Department, General Manager, Area Director and Owner.

This response from Mike's Car Wash leaves out all the important facts that occurred leading up to the damage to our **** ***** and also states verbal directions were given that were actually NOT given. I followed the directions of the team member which were to initially drive my vehicle up to the belt. Then she and I had a verbal exchange with my driver window down where she could not hear me at first because she was wearing noise blocking headphones. I asked her to spray the passenger side of my car and she said "OK" and then told me to back up and roll my window up, I then put my car in reverse and backed up sitting in neutral waiting. She then sprayed the front of my car including completely covering my windshield in white foamy soap so that I could not see through the windshield. She eventually put the driver side sprayer back then moved to the right (passenger) side of the building to use the sprayer on that side. My windshield was blocked with soap so through my passenger window I watched her struggle with the sprayer looking around seeming flustered and upset. No one was there to help. She never got the sprayer to turn on nor did she tell me what she was doing next. She eventually put that sprayer down and motioned me to pull forward again. There was no verbal communication from her after that. She came back and picked up the driver side sprayer again and started spraying the front of my car AGAIN, even though she had already done that completely, and spraying the driver side. I started waving my arms trying to get her attention and was watching her move down the driver side of my car. I was turning to my left to see what she was going to do next, still waving my arms at her. After that I realized my car was moving forward. I felt and heard a thump under my car and my car was moving to the left towards the wall of the wash. I pushed the brakes and tried to turn my steering wheel to the right but something seemed to be caught in my whell preventing my wheels from turning back straight or to the right and changing the left trajectory. I saw the team member run from my left side and push something but at that point the left driver side was caught in some part of the wash equipment. My car could not move off until two employees pulled and broke the driver side of my front bumper between my left driver wheel and the bumper.

The selected and incomplete video clips Mike's area manager chose to show us in person left out many sections of footage that substantiate the facts of their "team member's" actions that caused in their claims manager's own words - miscommunication that she apologized to me for. Mike's "managers" admit there is no audio to the videos but they see the team member "mouth" something to me, so they ASSUME it was to put my car in neutral, because they are trained to do so and because they've had secret shoppers before say they could hear a team member on the secret shopper day say "Neutral please." I repeatedly asked multiple Mike's managers why the team member ignored my clear attempts waving my arms for her attention (which the area director admitted he clearly saw on the video) and no managers would answer me, until finally at the end of meeting with the area manager he said, "She was focused on the task at hand." I repeatedly asked why the team member said immmediately after the incident "She was in neutral; she was definitely in neutral," to me and her supervisor. I repeatedly asked why the team member did not follow what she told me she was going to do (spray down the passenger side of my car) and multiple managers said it is their protocol to only spray the front of customers' cars, and asked why I would want the passenger side of my car cleaned, insinuating that I did something wrong by asking for both sides of my car to be cleaned, They have a sprayer on the passenger side of the building, but no one manning that side of the wash. It is clear that in the community, including multiple local body shops, there has been an increase in car damaged caused by Mike's Car Wash's new wash systems, with one reputable body shop telling us "they are going to have to go back to their old system where these types of problems can't happen."

An additional file is attached which explains in more detail the above claims.

Regards,

**** *****

Business Response
Date: 11/12/2024
Hello,
We see we are going to have to agree to disagree. We have video footage of her visit from the time she entered our lot to when she came into contact with our equipment showing proof that *** ****** was in drive instead of neutral. Our decision stands with denying liability for the damage. Again, we have video proof of her full visit. We suggest she turns this over to her insurance.
Thank you,
Mike's Carwash
Customer Answer
Date: 12/02/2024

As I stated in previous documentation, the clips of video that Mike’s Car Wash (MCW) has shown support the facts I have previously stated of the unusual actions by MCW attendant, Diamond, from my April 2024 wash at Mike’s new ********* ** location causing damage to my car..

Throughout my conversations and meetings with multiple Mike’s employees and managers, and in Mike’s written responses to my BBB complaint, MCW makes many “assumptions.” They refer to MCW protocols stated below, which were not followed that day.

1. MCW states attendants give signals and verbal instructions to drivers. The only verbal instructions given to me by the attendant were “back up” and “roll up your window.”
2 .MCW managers say they can’t actually hear the attendant say anything to me, but they see her lips moving and “assume” what she was saying was “Neutral, please,” and one manager,,, Robyn, told me they yell these verbal instructions to drivers because it’s so loud in the wash. It was clearly very loud in the wash, as Diamond was wearing noise cancelling headphones and had to remove them and say “What?” to me to hear what I was trying to tell her, and then put them back on. Joe W******, area director, claims they know drivers can hear the attendants because they’ve had a secret shopper before who could hear them.
3. Joe Wallce, area manager, claims MCW protocol is to ONLY spray the front of cars prior to entering the wash equipment. Diamond sprayed the front, hood, and windshield of my car, moved to use the passenger side sprayer but did not actually use it, then came back and started over with the front and driver side of my car, not only spraying the front (as MCW states is the protocol) but spraying all down my driver side of the car. I have had MCW many times where 2 employees used sprayers on both sides of my car and the back. Why would all MCW locations have a sprayer on both the driver (left) and passenger (right) side of the building? In addition, MCW ******** page video posts over and over show the attendants on the passenger side of the car spraying the passenger side using the right side building sprayer. MCW managers repeatedly questioned me as to why I would even make a request for the attendant to spray the right side of my car, as if this is very unusual and I did something wrong by making that request. My response each time was that the right side of my car gets dirty the same way the driver side of my car does and I wanted my whole car clean.
4 .Making sure my car wheels were aligned properly on the belt. At one point the attendant kept motioning me toward the left, then shaking her head and motioning toward the right, but ignored me when I put my hands up in the air to say I didn’t know what she was trying to do
5 .MCW says they see my wheels moving faster than the belt so they “assume” I was in drive. The point where that occurred was after the thump I felt under my car while I was still trying to get the attendants attention.
6. Attendants have clear communications with the vehicle driver. Diamond never came back and communicated to me that she was changing plans for what she already told me she was going to do, which caused a lot of confusion about what was happening next and where my car was in the wash process.
7. Attendants pay attention to the driver’s communications with the attendant. Joe W****** says he sees me on video waving my arms frantically at Diamond. But only after I repeatedly asked and was given no answer as to why she ignored me said, “She was focused on the task at hand?” MCW also states their attendant did everything correctly, yet they apologized to me for her miscommunications.
If MCW approves of their attendants ignoring vehicle drivers when they are trying to get their attention during/before the wash, that puts drivers in potentially dangerous situations and obviously could lead to accidents.
8. MCW states on their website that you should not go through their car wash equipment with any loose parts on the body of your car. And, if you do so, YOU are responsible for any damage to your car, not MCW. I also see many complaints from customers stating MCW caused damage to their vehicles, and MCW responding that they are not responsible because they see loose or damaged parts on the customer’s car body. However, the manager at the ********, Darin, by his maneuvers to my car to release my bumper that was entangled with part of the wash equipment stuck underneath it, caused the left side of the bumper to be ripped away from my car and dangle with a large gap in it, which you can see in my submitted photos. The bumper was so loose he tried to tape it closed before I left because it was so wide open. Yet, even with the wide open gap and my bumper hanging loose and open, Darin was telling me to proceed through the wash equipment after he had pulled the bumper off. I refused because I had no doubt if I proceeded into and through the wash, more damage would occur to my car.

I requested to have Diamond and/or Darin present during meetings and conversations with MCW managers and claims personnel, since they could clarify what actually happened and what Diamond’s thinking was for her actions. MCW did not grant my request for them to be present. I repeatedly asked what Diamond’s response was as to why she proceeded in such an irregular manner after I approached the wash / why she said the things she did afterward / why she ignored my frantic attempts to get her attention. The only response I ever received was at the meeting with Joe Wallce where he said, “She was focused on the task at hand?”

I have uploaded a short video clip showing Darin spraying my car off after I refused to go through the wash equipment as he suggested. This was after he had already begun spraying a lot of the soap off my car, showing what the driver’s view was like inside the car, with the view diminished by the windshield soap coverage.

MCW response of “we are going to have to agree to disagree” and suggestion that I submit this claim to my own insurance is not accepted.

Business Response
Date: 12/10/2024
Hello,
Our decision stands as *** ***** being in drive and Mike's Carwash denying liability. At this point, we are willing to have this go to arbitration.
Thank you,
Mike's Carwash
Customer Answer
Date: 12/14/2024
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.

Mike's Car Wash states they suggest proceeding with arbitration. I would like to proceed with arbitration.

Regards,

**** *****

Customer Answer
Date: 01/03/2025
**** ***** Complaint ID: ******** Date Filed: 10/25/2024 You requested a Customer Position Paper from me which I have prepared as a separate document but don't see a way within the complaint profile on the BBB website to submit to you. Can you please let me know how to submit it.
CUSTOMER POSITION PAPER Customer Contact Information **** ***** **** ******* ** ******** ******** ******** Company Contact Information Natalie F******* Mike's Carwash, Inc. 100 Northeast Drive Loveland OH, 45140 Please answer ALL the questions below
What was the date of the transaction in dispute? April 30, 2024
What was the contracted service or work to be performed? The car wash service named Mike’s Ultimate Car Wash.
What was the cost of the service or work performed? Mike’s Ultimate Car Wash is regularly $22.
How much has been paid to the company? I used a coupon for a free Mikes Ultimate Car Wash. Is there an outstanding balance? If yes, how much? No. From your perspective, is there a problem with the product or service? If yes, please describe the nature of the problem in 2-4 sentences.
The problem is the Mike’s Car Wash attendant did not communicate clearly with me in aligning my car on the car wash belt after telling me she was going to wash the passenger side of my car first, then ignored my attempts to get her attention so I would know what was happening when she apparently decided to change plans. She sent my car into the wash while I was trying to flag her down, and did not pay attention to the fact that my car was misaligned and was pullling left into the wash while caught on some piece of the car wash equipment and I could not turn my steering wheel to correct it. Although she had the ability to stop the conveyor and the wash, she did not until my car was pulled into the side of the wash with significant damage caused by the wash equipment and stuck. She and the manager could not figure out how to get my car out from being trapped in the wash equipment, so together they ripped my front bumper off on the driver’s side while directing me to back up.
The following are resolutions that may be sought in BBB Binding Arbitration. Please indicate which resolution(s) you are seeking: 1. Full or partial refund of the cost of the product and/or service involved in the transaction, including sales tax and other direct incidental costs associated with the sale of the product or service.
Yes or No Specific amount sought: __________ Although Mike’s ******** location never washed my car, nor returned the coupon I submitted for a complimentary Mike’s Ultimate Car Wash, the resolution I seek is to repair the damage caused by Mike’s Car Wash to my car. 2. Completion of promised work or fulfillment of contractual obligations. Yes or No NO 3. Repairs or reimbursement for the cost of repairs to correct a defective product. Yes or No (no money cap) NO 4. The amount of any actual out of pocket loss or property damage, not to exceed $3,500, caused by the provision of the service. Yes or No Amount sought: _$3,500_________
Please explain in detail what this amount is for? I have submitted 2 quotes to Mike’s Car Wash and to the BBB for estimates to repair the damage to the driver’s side bumper, fender, and front door dents, scratches and damaged paint. One preliminary estimate quote was for $3166.80 and the other was for $4120.26. 5. If there are additional remedies you are seeking, please list them below. NO The company may seek to be released from your request; have the opportunity to repair or correct any problems; or to be paid the full balance owed, if any. If an outstanding balance exists, a BBB escrow account may be required.
Business Response
Date: 01/03/2025

We have the paperwork filled out and attached. If you have any questions, please let us know.
Thank you,
Natalie F*******
Customer Support Supervisor
t ###-###-#### I f ###-###-#### l c ###-###-####
**** **** ****** **** **** ****** ** *****
Initial Complaint
Date:09/19/2024
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.
Car wash damaged the antenna on my ******* *******. I filed a claim with the car wash, to which they initially refused responsibility for the damage, claiming the antenna was previously loose or damaged before entering the car wash. After corresponding with their claims department, they offered to pay for half of the damages. My expectation is that the entirety of the damages be paid for, as the vehicle was damaged in their car wash. (the broken antenna cover was found IN the car wash itself)
Business Response
Date: 09/20/2024
Hello,
Mike's Carwash had originally denied liability for *** ********* antenna damage and still feel we are not liable. We had washed over 500 customers this day with no other issues with an antenna being taken off. The antenna came off as *** ******* was entering into the blower room where little air pressure was present at that time. We believe that there was a previous issue with this being loose before entering and Mike's Carwash finished it off. As a goodwill gesture, Mike's Carwash offered to cover half of the cost, which was $332.80. Mike's Carwash is not liable for the full amount of this repair and our offer still stands at $332.80.
Thank you,
Mike's Carwash
Customer Answer
Date: 09/21/2024
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.
Mike's Carwash has provided no evidence that the antenna was damaged or loose before entering the wash even though the vehicle is filmed before the wash. Initially, Mike's was unwilling to pay anything for the damage on the initial claim submission, and then relented to pay half after further contact from me requesting evidence of the damage before the wash. Extending an offer after review suggests to me they know their wash did the damage, but they want to minimize their losses for the damage they caused.
Mike's Carwash has stated that the antenna cover came off in the wash at the beginning of the dryer cycle. If the antenna was loose before entering the wash, logic would suggest the antenna would have more likely come off when the attendant sprayed the top of the car with the high pressure pre-soak, by the brushes that scrub the car, or by the rinse cycle. The fact that it didn't come off in any of those steps, or while the car was being driven before entering the wash indicates to me that the damage occurred in the car wash.
When an individual does damage to another vehicle, such as in an accident in which they are at fault, the individual is held fully responsible for paying the damages. Mike's Carwash has provided no evidence of prior damage to the vehicle before entering their wash because there was none. That makes them fully responsible for the damages, and therefore, I will not accept any response other than for Mike's Carwash to cover the full cost of repair.

Regards,

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

Business Response
Date: 09/27/2024
Good Afternoon,
The total on the estimate for *** ********* repairs was $665.53. Mike's Carwash offered to cover half that cost and offered *** ******* $332.80.
Thank you,
Mike's Carwash
Customer Answer
Date: 09/30/2024

Here is your requested additional information.

Can you provide a total cost of the damages that have been done to your vehicle?
$665.63
Can the consumer provide a copy with a list of the damages and the total cost to repair the vehicle?
Please see the attached estimate from the body shop.
Can you clarify if the refund amount the business offer the consumer originally?
The original refund amount that the business offered was nothing. Please see the attached letter received from the business.
Please let me know if you require any additional information

****** *******
Customer Answer
Date: 10/01/2024
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.
The company does not cover the entire cost of the repair. This is unacceptable as they are the ones who caused the damage. I will not accept any resolution other than the company paying for the entirety of the damage to my vehicle.

Regards,

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

Business Response
Date: 10/01/2024
Hello,
At this time it does not appear we are going to come to an agreement. We are willing to arbitrate to come to a decision.
Thank you,
Mike's Carwash
Customer Answer
Date: 10/10/2024
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.
The business still refuses to provide evidence of damage or loose antenna on the vehicle before entering the carwash, because there was no evidence and are refusing to pay the full sum for the damage they caused.
I will only accept full compensation of the repair of the vehicle. If the damage had been done to Mike's Carwash's building or equipment, they would insist on full compensation for the damages even if it was "an older building". Arbitration is a joke of a response from a company that knows it is liable but is trying to bully someone into not receiving full compensation.

Regards,

****** *******
Initial Complaint
Date:09/09/2024
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.
On August 25 2024 on mikes car wash at *** **** **** my truck get a damaged and at the beginning they said they will fix my truck but now they just want a paid for part off the damaged not for the full damage
Business Response
Date: 09/11/2024

On August 25, 2024, *** ****** came out of our conveyor when processing through our carwash at Beechmont Avenue running into our equipment. To come up and over our conveyor rail is very difficult to do and we explained this to *********. There was no malfunction with our equipment that caused him to come out of the conveyor and we have found that in the past if someone comes out of the conveyor it is due to steering/ accidently touching the steering wheel, or an alignment problem with the vehicle. The majority of the damage that occurred to his truck happened when he came out of the conveyor.
However, we did have a very difficult time trying to get *** ****** back into the conveyor and it did pop his tire and damaged his mirror, which is why we are willing to take full responsibility to pay for his tire, mirror and towing service. The rest of the damage that occurred to *** ******** truck would be on him that occurred when coming out of the conveyor.
To summarize our offer still stands, we are willing to pay for his tire, mirror, and tow truck service.
Thank you,
Mike's Carwash

Customer Answer
Date: 09/16/2024
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.

I don’t accept wat the business said because I know wasn’t my fault I been so many times at the car wash and I know how works, I was drinking my coffee when that happened, i been a unlimited plan for years, now if you check your reviews I’m not the only person is Ben tru all this and Mikes car wash always denied people versions, whit out probes so if all this happens whit more people I this something is wrong with their equipment but they don’t want to accept something is wrong on the equipment
Business Response
Date: 10/08/2024
Hello,
Mike's Carwash is willing to work off the of estimate that is a total of $1,157.20. However, the estimate states that they are reconditioning the right rear alloy wheel. This would be for the rim. We are willing to replace the tire as we had caused that to pop. We are not willing to repair a rim as there was no damage done to the rim when the tire popped. The section regarding the Front Door (mirror replacement), we are willing to cover this section. If we can have an estimate written up showing the replacement of the tire and the mirror, we are willing to take a look at it for approval.
Thank you,
Mike's Carwash
Customer Answer
Date: 10/11/2024
I have the video and fotos outside of mikes car wash I can probe I’m right, the manager was there helping me change mi tire and he perfectly knows the damage on mi wheel happens that day, is easy for them just said was my fault and not probed is more people like me whit the same problem, you can se at the reviews,and the answer from mikes car wash is exactly the same, (is the alignment on your car or you move the steering wheel) is something wrong on their equipment but they don’t want to take responsibility, people need to know wat is the risk to go on their car wash,
Business Response
Date: 11/06/2024
Better Business Bureau:
In reference to complaint ID .********, I find that Mediation is necessary.

Customer Answer
Date: 11/14/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that Mediation is necessary.
Regards,
Carlos Guerra
Re: Complaint Mediate-********

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Mike's Carwash, Inc. is BBB Accredited.