Complaints

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

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  Let 'Er Buck Car Wash

  624 E Brundage Lane Sheridan, WY 82801

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  Let 'Er Buck Car Wash

  4320 East 2nd Street Casper, WY 82609

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:06/20/2024

  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.

  Details: May 31, 2024 I went to the car wash after picking up my granddaughter. When I got home, I noticed that my mirror cover was hanging off when I was getting her out of the car and knew it was probably when I went through the car wash. I called them immediately and went down the next day to fill out paperwork stating what had happened. The manager contacted me by email and asked for an estimated time I went through so they could look at footage. She then emailed me again and had me go get two estimates to fix/replace the mirror after confirming that indeed their equipment had broken the case to my mirror. She emailed later and asked if I would be okay if their mechanic on site fixed it and I said no I would rather a professional auto body take care of it. So, now they are denying repairing my car due to the fact that it is over 10 years old. Why have me get the quotes then? They knew from the paperwork that my car was over 10 years old. What does that have to do with anything? My car is in very good condition as I've taken really good care of it. Both estimates were around $500. They are responsible and I should not have to pay to replace my mirror. This is why they have insurance.

  Business Response

  Date: 07/02/2024

  The customer was offered two replacement mirrors so that settling for an aftermarket mirror would not be an issue as they would both match. Customer drove past two disclaimer signs. One before approaching the gate to get in queue for a car wash, and another before entering the tunnel. Both state that vehicles over 10+ years old will not be covered specifically, similar to warranties, because plastic clips such as the ones on the customers mirror cover become brittle and break at no fault of the car wash. That same sign also states that we recommend you fold your mirrors in which she did not. Every single car wash in the world has these disclaimer signs all stating the same parts of a vehicle will not be covered if damage were to occur. This customer was the only vehicle with a mirror issue out of 500 cars that day and ****** over the course of the month. The car wash operates as a machine doing the same thing each day for all vehicles. For her mirror cover to come off, its due to the age of the vehicle and the lack of folding in mirrors. I offered to replace both mirrors because its the right thing to do in this situation regardless of the disclaimer sign. The customer refused. She would not purchase a $500 OEM mirror if this randomly occurred, but expects a business to. We will not be offering ***** an OEM replacement, especially after her attempts to pressure us into doing so via BBB and online reviews. If her complaints are withdrawn I will still happily replace with an aftermarket as was offered prior to this. If that is unsatisfactory this issue is closed and will not be discussed further.

• Initial Complaint

  Date:08/02/2023

  Type:Order 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.

  We took our truck through Let Er Buck Car Wash on 2nd in Casper July 23rd, we paid for the auto drive through. When we got home we saw both sides of my truck had horrific scratches and scuffs going down both sides of my truck . We took the truck back to Casper. Management took photos and acknowledged the damage,said they'd get back in touch with us within 24 hours. Nobody has called, I have called only to be treated rudely. my truck has normal wear and tear scratch marks but not to the degree it has now! I want my truck repaired. If you look at their Facebook the reviews are sadly common this is wrong. Please help

  Business Response

  Date: 08/07/2023

  from: Colin Thiel <[email protected]>
  to: "[email protected]" <[email protected]>
  date: Aug 7, 2023, 9:31 AM
  subject: Re: Complaint 20414188

  I cannot attach enough files to show the complete review, but Patricia has been notified of her denied damage claim. I am happy to explain again how we got to that decision. Attached are photos showing damage on Patricia's truck was pre-existing prior to her car wash. Her clear coat has obviously deteriorated and is in bad shape as is her paint. Our images also show our tunnel attendant alerting our camera system of the scratched vehicle prior to her wash. The car wash is a machine that operates the same way all day every day and is not capable of selecting vehicles it might "scratch". We washed 417 vehicles that day with no issue other than Patricia's claim. She mentions additional reviews online stating similar issues. When you wash 350,000 vehicles per year, there is an assumed amount of people that will make these baseless claims with no burden of proof or evidence to support their claim. I have a 2023 vehicle that washes here every single day. This vehicle would have to be damaged the same way that Patricia's vehicle was if the car wash was damaging vehicles. The claims made and reviews that are mentioned would not even account for .1% of our total business, but all people have to do when there is a disagreement is post a negative review or open a BBB dispute with no other requirements other than blaming a business. We will not be responsible for repairs to Patricia's already damaged vehicle. It is not possible for the foam material in the car wash tunnel to tear a paper towel, let alone damage the entirety of a vehicle like Patricia is claiming. In addition to our review, Patricia drove past two disclaimer signs that state what we will and will not be held responsible for which includes vehicles of this age due to the deterioration of paint and components after two decades. This vehicle was not damaged by us. We have provided car wash footage showing this damage was already present.

  6 Attachments

  Customer Answer

  Date: 08/07/2023

  Complaint: 20414188
  
  
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  
  
  Patricia Fulton

  Customer Answer

  Date: 08/07/2023

  I see the photo's that they have posted of my truck going through the wash, I see the employee signal the camera. I know there are scratches, I know there is a dent on the front of my truck. I know my clear coat is awful. What I am complaining about are the many many MANY scratches along both sides of my truck that were not there prior.  The manager of the car wash came out when my husband Doug Fulton brought the truck up, she admitted that those were horrible scratches and took pictures, where are those? None of the car wash photos show the damage I am complaining about. The photo's indeed point out my truck did have prior scratches  and the clear coat. The streaks on my truck are horrific. If you look on facebook, on any other place, several other people have complained about this exact same thing. I only wanted a clean truck. 

  Customer Answer

  Date: 08/07/2023

  Consumer
  Most Recent Message
  Date Sent: 8/7/2023 5:41:55 PM
  I see the photo's that they have posted of my truck going through the wash, I see the employee signal the camera. I know there are scratches, I know there is a dent on the front of my truck. I know my clear coat is awful. What I am complaining about are the many many MANY scratches along both sides of my truck that were not there prior.  The manager of the car wash came out when my husband Doug Fulton brought the truck up, she admitted that those were horrible scratches and took pictures, where are those? None of the car wash photos show the damage I am complaining about. The photo's indeed point out my truck did have prior scratches  and the clear coat. The streaks on my truck are horrific. If you look on facebook, on any other place, several other people have complained about this exact same thing. I only wanted a clean truck. 

  Business Response

  Date: 08/18/2023

  from: Colin Thiel <[email protected]>
  to: Clay Andersen <[email protected]>,
  "[email protected]" <[email protected]>
  date: Aug 18, 2023, 12:50 PM
  subject: Re: Additional Response Required | BBB Complaint ID 20414188
  
  Hi, Clay. 
  
  For whatever reason I haven’t been able to reply through the BBB site. My posts time out when I try to submit, so I’ll respond here. I will again reference the photos attached showing the claimed damage was preexisting. These photos show major scratches down the side of the vehicle which could be caused by a number of things not car wash related. It’s obvious that this vehicle was not taken care of and the protectants for the paint no longer exist. It is not our responsibility to know where this customer goes with her vehicle, but the car wash does not cause damage like this, nor does it only select certain vehicles to potentially damage. This would happen to every single vehicle if this were the case. I wash a brand new vehicle at this location every day. Why isn’t this happening to me or anyone else? Patricia claims looking online you will see this is a common complaint. Again, I will reference the fact this doesn’t even account for .05% of our customer base. People don’t inspect their vehicles when it’s dirty, or at all when they’re in their day to day lives. They certainly will look it over thoroughly when it’s clean and shiny after a car wash. The majority of claims are not even fathomable based on the movement of the equipment and the direction of the claimed damage. I don't expect people to understand the inner workings of a car wash, but it's much too easy for anyone to notice a scratch and immediately blame the car wash and not have to do anything besides complain online and through BBB. Just because they notice scratching at that time, does not mean it was from the car wash. Patricia has provided nothing other than a claim that this happened. Based on my seven years in the industry, and the 1,000,000 + vehicles I have washed, this damage is not possible from car wash equipment. Attached is our disclaimer sign which Patricia drove by two separate times before entering the car wash. We will not be pressured into fixing Patricia’s deteriorated paint job. She has made threats of attorneys and has already publicly slandered the business online. I'm sorry that there is no resolution that we can find for her. 
  

  
  

  Customer Answer

  Date: 08/18/2023

  Colin is a bully. If I have slandered the old name of let erbuck car wash so have hundreds others! my truck has visible long permanent scratches caused by their car wash. 

  I bought my truck used, I know what it's been used for and the care taken. I know it has scratches and I know the clear coat is bad. I wasn't looking for anything OTHER  than an apology.  I have never asked for a dime. I just felt this needed addressed.  They recently paid out 500.00 for the exact same thing on a vehicle they couldn't track on camera.  I am old. I'm terminal, and I just wanted you all to know this IS happening. I have nothing to gain.   I am sorry I ever went there. I am sorry Colin is so bitter and mean. 

  Customer Answer

  Date: 08/18/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  
  Colin you are a bully. If I slander the name of this place so have 100 others.  Threaten them. I have a terminal illness. I only wanted this issue known about. I never asked for anything!
  
  Regards,
  
  
  
  Patricia Fulton