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Business Profile

Car Wash

Surf Thru Express Carwash

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Car Wash.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 2 complaints 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:06/04/2025

    Type:Billing 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.
    I had a $19.99 a month membership and was told it was expired at the end of 2024. They are still pulling the membership fees every month of 2025. When I tell them I am still paying monthly dues, the ** Bend site confirms I do not have an active membership and I am told to reach out to the main office. The main office will not return or answer calls. I have called back multiple times every month trying to get someone on the line. They will not answer or return my calls. 6 months after receiving withdraws on my account and no calls from I had to call my bank to stop any transactions by Surf Thru. I have been bamboozled.

    Business Response

    Date: 06/06/2025

    Thank you for the opportunity to review and respond to this complaint. This customer, Mr. ******** has been contacted directly and his issue has be resolved. 

    Customer Answer

    Date: 06/06/2025

     
    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.

    Sincerely,

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

  • Initial Complaint

    Date:09/24/2024

    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.
    I purchased a membership to this business during their grand opening (Medford Oregon). I took my 2023 *** through the car wash on 2 occasions and had rim damage to my front drivers rim. I emailed the company 2 times with no response. I then called. A representative (****) from my location called and I drove my car there to file a claim. I received a call the following week saying they were not covering damage as I didnt inform them right away. I asked how I was supposed to know if this policy. They didnt have a answer. They said it was a gray area. I said that I did email them but they said they never received them. I asked to review the video footage and even volunteered to take my car through a 3rd time to prove it is damaging my rim. At this point I am looking to pursue a civil lawsuit as I feel that they are just gaslighting the situation.

    Business Response

    Date: 12/02/2024

    Surf Thru Express Car Wash would like to apologize for this late response. There was only 1 letter received dated October 25th, 2024, however it did not arrive on site until November 26, 2024. Therefore, we were unable to respond timely. 

    We are pleased however, to report that the customer, **** ********** was contacted and met with a manager to allow her to see that the car wash did not cause damage to her vehicle. She left happy and apologized for issues she may have caused. 

    Surf Thru was happy to help.

  • Initial Complaint

    Date:04/12/2024

    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.
    On Wednesday April 10th I took my truck through the car wash and immediately noticed micro-scratches all over my windshield. Before I left the property, I inquired about the issue and was directed to file a damage claim. Two days later I was left a voicemail stating it has been denied because of there being no fault for equipment or loader at the time of the incident and their footage supports this. I spoke with the supervisor about escalating this and he said there is nothing left to do and the corporate office denied it officially. They are not taking responsibility and I am forced to have my windshield replaced because of their business. I was seeking replacement costs of $100 to cover an insurance deductible.

  • Initial Complaint

    Date:01/31/2024

    Type:Sales and Advertising 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.
    I took my brand new 2022 ***** Civic Sport for a car wash on 01/28/23 around 2:30PM. I paid $13.00 for the car wash. When my vehicle was leaving the car wash tunnel I realized my passenger side mirror had been broken from the car wash. The car that entered the car wash before me had experienced the same damage to their vehicle on the driver side mirror too. I notified the business manager and file a damage claim. I was notified by the manager 3 days later that there was nothing wrong with their machines so they will not be covering the damages to my vehicle. I got a estimate performed for the damages to my vehicle at ********** that costs $719.55.

  • Initial Complaint

    Date:03/02/2023

    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.
    On 2/27/23 I went through the car wish with a ****** Altima and immediately upon entering had a rapid deflation in my tire. I spoke with the assistant manager who assured me they would take care of any damage to my vehicle. He then called 2 days later to explain that they are not responsible for damaging my tire because of aftermarket air valve caps on my tire. The air valve caps were purchased through an authorized ****** retailer and were manufactured by ******. They will not refund the cost of my wash, membership, or pay for the damage they did to my vehicle.

Surf Thru Express Carwash is NOT a BBB Accredited Business.

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