Complaints

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

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Mr. Magic Car Wash has 20 locations, listed below.

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  Mr. Magic Car Wash

  427 Mt Lebanon Blvd Castle Shannon, PA 15234

• 

  Mr. Magic Car Wash

  2705 S Park Rd Bethel Park, PA 15102

• 

  Mr. Magic Car Wash

  1136 N Maint St Ext Butler, PA 16001

• 

  Mr. Magic Car Wash

  8650 University Blvd Coraopolis, PA 15108

• 

  Mr. Magic Car Wash

  2752 Banksville Rd Beechview, PA 15216

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:10/09/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  When washing my car in May, they offered me a month of unlimited washes, which I agreed. The car wash never told me that the charges would be recurring monthly and would be charged against my charge card monthly indefinitely. When I realized the charges, I contacted them about a subscription I never used and was offered no refund.

  Customer Answer

  Date: 10/10/2023

  One other point I would like to mention.  When I received Mr.  Magic’s response to my credit card dispute, I called to cancel the subscription.  When I reached them I was told they had already cancelled the subscription when they received the credit card dispute from American Express.  They cancelled it not because I requested it, but because they know they are not communicating to customers a continuing subscription with the company.  I am now out approximately $200 for an automatically renewing monthly subscription I never knew I had.

• Initial Complaint

  Date:09/20/2023

  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.

  Let me begin this correspondence by sharing that I have been a loyal customer at Mr. Magic Car Wash, located at 427 Mount Lebanon Boulevard (phone ************), for decades and had always found their service to be exemplary. There has never been a problem in all the years of my having had my car washed, generally weekly, at this Mr. Magic Car Wash and it is the only car wash I will use. It is my understanding that there has been a change in ownership, with the car wash changing from being family-owned to corporate owned. In the South Hills of Pittsburgh area, many of the family-owned car washes have been purchased by a corporation, namely Incline Equity Partners. 
  On August 25, 2023, I had my car, a 2022 BMW 3 Series, washed at this Mr. Magic Car Wash. The young man, whom I had not seen at this car wash previously despite my many visits, directed me into the track, apparently too far to the left, causing my car to shift abruptly to the right and bounce in the air. He looked down and gave me a "thumbs up" to indicate everything was fine. Upon exiting the car wash and drying my car, I noticed that the front left wheel had been damaged. This is the wheel that hit the side of the track. The wheel had not been damaged prior to my entering the car wash. I immediately notified the manager who took pictures and told me that I would hear from someone regarding this claim in a few days. After two weeks and not hearing anything, I called the local office, inquiring about this claim. I was informed the claim was still under review, but the person would check. That person then returned to the line after five minutes, or so, saying the claim had been denied. I asked to speak to the manager and was informed that management did not talk to customers. In order to further pursue my claim, I phoned Mr. Jack G*****, managing partner of Incline Equity Partners (phone *************, and left a message, asking for a return call. Mr. G***** has never returned my call. 
  
  

  Business Response

  Date: 10/13/2023

  *******,
  Thank you so much for reaching out to us! At Mr. Magic, we consider our Unlimited Wash Club Members our family!
  
  A
  Damage Report was filed during your visit on August 18th, 2023. After
  reviewing the Damage Report, our Team determined that the damage could
  not have come from the wash.
  There is nothing in the wash process that could scratch the metal rims
  of any vehicle. We utilize a type of soft plastic that is used to
  protect your rims from the metal guide rail. The shape and direction of
  the scratch on your rim also indicated that it
  was not caused by the wash because of the direction of the scratch.
  
  We apologize for not reaching out to you in a timelier manner. Managers
  of individual locations are not at our
  Customer Care office, which is why you were not able to speak to
  one. You spoke to our Incident Investigator on the phone that day, who
  is the highest representative that can speak to customers about Damage
  Claims. 

  After
  filing the Damage Report, you continue to use our services at the same
  location with the same vehicle multiple times since the alleged damage.
  We would happily set
  up a time for you to come down and tour our wash tunnel and we can walk
  you through and answer any questions you have about the wash. Please
  feel free to contact our Customer Care Team during business hours. Thank
  you for your ongoing support, we love having
  you as a part of our Mr. Magic Family!

• Initial Complaint

  Date:07/22/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  .Between April 21 and May 14.
  .$17 per month.
  .Unlimited Car Wash.
  .Damages to my vehicle.
  .No, they refused to share their insurance information, they want me report it with my insurance but that will increase my insurance price so that is not a solution for me.
  . Customer: *** *** / phone: ********** / RFIDTag: ********

  Business Response

  Date: 08/08/2023

  Dear Customer,
  You signed up for a Unlimited Wash Club Membership on November 24th, 2022.
  During the time you were an Unlimited Wash Club member we
  received a damage claim on April 13th, 2023.
  The first damage claim was for what you called scratches on
  your vehicle. They were superficial and able to be buffed out. We said we would
  not cover the cost of the repair from an outside provider because we could not
  be sure that the marks came from our wash. We offered you a FREE buff job at
  our location on University Blvd in Moon Township. I talked to you face-to-face
  in the parking lot of our Mt Lebanon location on Thursday, April 27th,
  2023. You told me that you go to our Moon location all the time and that you
  were happy to accept the free buffing. Eric, the manager of the Moon location,
  called and spoke to you and set up a time and date. You were written in on the
  schedule, which I have provided a photo of the schedule. On the day of the
  appointment Eric tried to contact you multiple times with no response and we
  had heard nothing from you since.
  We did not provide our insurance information because we do
  not believe the damage occurred at Mr. Magic. However, we treat our customers
  like family, which is why we offered the FREE buffing of your vehicle. This is
  a service that takes hours of physical labor that we were offering free of
  charge as a courtesy.
  The photos you have provided on this complaint are not
  similar to the photos that were in the Damage Claim on 4/13. I have provided
  the photos collected from the claim.  If
  you would like to report other damages you believe were caused by the wash, we
  ask that you please return to the location where the damage occurred and file a
  damage claim with an attendant on duty.
  We tried our best to resolve the Damage Claim in a way that
  would help you. Unfortunately, because
  you did not return our multiple attempts to contact you, the resolution could
  not come to fruition.
  Please contact our Customer Care office to further this
  discussion. You can reach us from Monday to Friday, 9am-4pm. We hope you
  continue to use Mr. Magic, and hope you have a Magical day!

  Customer Answer

  Date: 08/09/2023

  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, details of the offer I reviewed appear below.
  
  
  You are not talking about the same incident. You are talking about something happens before.
  

  I am reporting the incident when another costumer stoped in the middle of the car wash tunnel and your machines hit my car and couple cars more. The incident that you didn’t take information about the cars involved in the incident and you are trying to pass the responsibility to the car stoped and you don’t their insurance information. El incidente that your employee don’t stop the machines after that costumer stoped. Do you remember now? Or you need help?

  
  
  
  Regards,
  
  
  
  ****** ********* ***********

• Initial Complaint

  Date:05/07/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 had a monthly agreement with Mr. Magic car wash at 5530 Babcock Blvd. in Pittsburgh PA 15237. On December 7 th 2022 I called to cancel my monthly subscription. I canceled the account because I no longer had the vehicle that was being covered. Plus I was going into the hospital to have hip surgery. But they continue to keep taking out $40.65 each month in December, January, February, March and April. During this time I did not use the car wash and it showed on their history that I did not use the car wash on the app. I called to get a refund. And talk to representative by the name of Izzy on April 27, 2023 at 9:40am. She was very rude and told me that she can only refund one month and that was it. She said yes she could see that the car wash was not being used during this time but refused to refund the rest of my money. To the state I have not received any refund whatsoever from the car wash. To this day they Omie $243.90. And I refuse to talk to me now.

• Initial Complaint

  Date:02/22/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Took my new Mercedes to be wash and came out with a leak.
  I called them to inform them and they never provided footage of the incident.
  Was charge 1 full month when I only took it 2 to be wash.

• Initial Complaint

  Date:07/27/2022

  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.

  Four weeks ago during a car wash my front windshield was cracked (over 12 inches) by a piece of debris stuck in their equipment. I reported the damage as soon as I exited. The supervisor quickly shut the line, noted that the windshield was not cracked when I entered, and surveyed the car wash floor and found some metal objects. A co-worker took pictures as well as my information and promised to get back to me later that week. I have not heard from the regional manager despite going back twice and texting with the supervisor a number of times. He says that he shared the repair cost estimate as well as the final repair bill with the manager who claims that he’ll contact me. It’s been over a month.

  Business Response

  Date: 08/19/2022

  My name is Josh and I work for Mr. Magic car wash as a multi-site manager. The Banksville location received a letter from the BBB yesterday in regards to a complaint from a customer, *** *********, about the windshield on his Tesla. The complaint ID is ********.
  
   
  
  I tried two separate times to contact *** about the damage on his windshield without an answer. *** dropped off an estimate for the repairs on his windshield, and when the estimate price was higher than I was allowed to approve, I contacted my boss, Rich D***** to contact *** about his windshield. *** ********* was called by my boss, Rich D*****, on 8/3/22. Rich explained to *** that there was nothing wrong with the car wash and that we were still washing cars on the day he claimed his windshield was cracked inside the car wash. Rich explained to *** that there is nothing inside the car wash that can damage windshields, and that the company will not be paying for his windshield to be replaced. Rich suggested to the customer that if he wanted to take it further, he should go to the local magistrate. *** expressed to Rich that he did not want to take this to the local magistrate.
  
   
  
  I apologize for a late response. The letter that was sent to the Banksville location from the BBB was dated on 8/6/22, however I only received it yesterday on 8/18/22. I responded as fast as I could after speaking with my superior.
  
   
  
  If there is any other information you need about this matter, please let me know and I’ll get back to you as soon as I can.
  
  Thank you for your time,
  
   
  
   
  
  -Josh C*******
  
  Mr. Magic Car Wash
  
  Washington Blvd, Washington Pike, and Banksville

  Customer Answer

  Date: 08/22/2022

  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, details of the offer I reviewed appear below.

  I believe Josh is making a few non factual statements in his response.

  1) I have no record of Josh ever reaching out to me.  I had to return to the car wash on a number of times to ask the supervisor Mike (who would not give me Josh’s #) to communicate to Josh that I was awaiting his response.  On 7/5 I provided the estimate cost to replace the damaged windshield ($1167) and then after replacement on 7/18 I provided the actual bill ($1150).  I can share the 2 documents if you are interested.

  2) Josh and his boss (Rich) are most probably correct that during normal operation, the car wash can not damage a windshield. However after noticing the large crack in my windshield immediately after the wash, I pulled around to the front of the wash and informed the supervisor (Mike) of what happened.  Following protocol, he immediately stoped the was and walked the track to look for causal factors.  Within a few minutes he emerged with a metal debris in his hand which we surmised may have temporarily gotten stuck in the washing devices and slammed my windshield causing the crack.

  3) On July 28, I finally spoke with Rich who shared what was written by Josh above.  He suggested the Magistrate, while not rejecting the idea, I told him I was first pursuing the matter with the BBB.  

   

  Thank you for your consideration. 

  
  Regards,

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