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Business Profile

Car Wash

Tommy's Express Car Wash

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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.

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Complaint type

  • Initial Complaint

    Date:03/05/2025

    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.
    I had my van washed at this car wash on 10/30/24.The rear cowl above rear hatch door was pulled upon one side by the car wash.This has caused my rear hatch to hang crooked and not function properly.I met with ***** the manager of the car wash on 11/11/24 and showed him the damage.He took pictures and told me he would get back to **** am not a member, it was my first visit. I had been given a free wash coupon and that is what I used. ***** said he would have to check the records for 10/30 and verify the coupon. I was at the car wash around lunchtime. I told ***** to look for the free wash ticket in the records between 11:45am and 12:15pm to verify I was there. ***** said to give him some time to check on it and he would get back to me. I never heard from him.During the months of November and December 2024, I called the car wash numerous times asking for *****. I left many, many messages but he never returned any of my calls.Finally, when I had no idea how to get a response from the car wash on this matter, I contacted the ******* corporate office in January 2025. I explained the situation and they gave me ******* Email address. I Emailed ***** in January 2025, requesting that he call me so we can resolve this matter. I still have not gotten a response.I need to get this hatch repaired as I can not use ***** rear hatch was fully operational with no issues at all before I took it through the car wash. Due to the damage from the car was the hatch now does not open or close properly.I am requesting that the car wash complete whatever procedure they need to do so that I can get this hatch repaired. I have been waiting for a long time for a response from this company. When you enter the car wash you place your vehicle in neutral and it is connected to a belt that pulls you through the entire car wash. There is no chance of driver error as the car wash is in complete control of your vehicle. The car wash caused the damage and I need it fixed.

    Customer Answer

    Date: 04/02/2025

    [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    At this time, I have not been contacted by Tommy's Express Car Wash regarding complaint ID ********.

    Regards,

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

Tommy's Express Car Wash is NOT a BBB Accredited Business.

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