Complaints

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:04/22/2025

  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 April the 12th 2025 I drove my 2012 black ****** WRX hatchback through the Jacksons car Wash on highway ***********************************************. Within 30 seconds of entering the washing machine the machine's brushes ripped my front left fender off of my car spun it around in the machine and threw it against the ground and the wall damaging it severely. After I exited the machine I found the damage to my vehicle. Every single clip torn completely out of the car subframe leaving the piece of metal and plastic laying on the ground in the washing machine. And maintenance worker carried the ****** to me and with a :-( oh I'm sorry and then walked away. Another manager a Hispanic man I didn't get his name because he didn't give it to me walked out took a picture of the damage handed me a complaint form which was just a piece of paper with a corporate phone number on it and a ** code. The ** code took me to the ********* website which did not work and did not accept 20 attempts to submit the complaint. It would not function on the weekend and only started functioning on Tuesday of the following week. I have called corporate office ************ over 20 times not a human being ever works there. No answer whatsoever you're either logged off shut down or hung up on. If you call the store they're automated system says it's very important and they will send a priority request up and I will be contacted into business days. It has been 10 business days with zero response. They are ignoring and dodging their responsibility to repair the vehicle that was damaged caused by their machine.

  Business Response

  Date: 04/26/2025

  Mr. ******, you met with our Area Manager ***** *****. He agreed to buy the clips for you to replace the broken clips and install the piece back on the vehicle. I know he is out of town through the weekend, but I did verify he has the clips. Once he meets with you this week I would hope this satisfies this problem. Please let me know if there is anything we missed. Thank you.

  Customer Answer

  Date: 04/29/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. We are working together to resolve the situation to a satisfactory degree.
  
  Regards,
  
  ******* ******
  
   
  

• Initial Complaint

  Date:04/01/2025

  Type:Product 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 told the retailer I didn't want to sign up for a monthly plan, wanting the highest level of a single wash, and they signed me up for a subscription plan. I noticed as soon as I got home on March 1st and cancelled the subscription via the online account. Fast forward to today and there is a charge for the subscription on my account. I have visited the business, the individuals on site said I had to call ************ and speak with someone to resolve the issue. Everytime I call, the wait music comes on and ends the call after waiting for 5-6 minutes. I would like this subscription cancelled and refunded to my account.

  Business Response

  Date: 04/08/2025

  Mr. ******,

  I apologize for the miscommunication with my team on your last visit. I will have someone from my corporate office reach out to you today to cancel and refund your membership.

• Initial Complaint

  Date:02/22/2025

  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.

  I took my car to the Jackson's car wash on ********************** at 1:45 p.m. when I spoke with the person who now I know to be the manager about the car I did tell him it was in pretty rough shape because of my children and we agreed to do the unlimited package and the complete interior clean which you said included the consoles the wiping down etc etc shampoo condition the whole nine yards complete interior is how it is listed on the website there is no disclaimers about anything being excluded. I picked up my car I first noticed that the seat cover on the passenger seat had been put back in place which is strange because the seat should be wet as the one seats were covered with a seat cover and the seat covers were in the trunk except for the one on the passenger seat I brought this to the attention of the man that gave me my keys he said that it is Jackson's car wash this policy that they don't remove seat covers I said well the one on the back seat was remoed well I'll fix the issue for you no problem I said Okay so this prompted me to take a close look at my car I immediately look up at my roof of my car interior and noticed that the fingerprints on the roof and handprints were still there the visors were dirty the two light panels were dirty I looked on my dashboard there were still debris on my dashboard and on the size of my seats where you slide the seats up and down they were still debris there I asked to speak with the manager as he was walking off he said I completely did this effing car and he came back a little while later and said all the managers were grouped up in the break room chilling and they would get back to me when they got a moment. Two manager Hispanic one in the white one approached my car one of them was the one that I initially spoke to when I agreed to do the wash which the reoccurring one was $21 and the discounted detail of the complete interior was $139.99. I told him what my complaints were and he said well is Jackson's Car Wash

  Business Response

  Date: 02/23/2025

  Mrs. *******, today our Car Wash Area Manager ***** ***** spoke with you on the phone and let you know he would be refunding your money and still redo your detail. I apologize for your bad experience, but I am happy we came up with a positive outcome. Please let us know if anything becomes unsatisfactory with your request. 

  Customer Answer

  Date: 02/23/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* *******
  
   
  

• Initial Complaint

  Date:12/04/2024

  Type:Sales and Advertising 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 October 18, 2024, I took my car into Jackson's car wash to get it washed and detailed. Everything was fine until the guy with the microfiber rags cleaned my side windows and BROKE the mirror on my right side window on my car! He broke it off the clips that allow me to reposition the mirror from within my car. I didn't even know this happened until 3 days after the car wash, when I tried to readjust the mirror and it wasn't working. Around 2 weeks later, I then took my car into my local *** dealership and they said the mirror had been broken off AND someone had put crappy glue on the back of the mirror to put it back into place, certainly something I hadn't done or was even aware of until the dealership lady showed me. I was furious! I got a repair estimate from the dealership that same day and brought it to the Jackson's Car Wash location in ***** where I originally took the car. I demanded to speak to a manager about my broken side mirror and the manager on duty, who newly transferred to the store, called the old manager, *****, who, conveniently, had just been transferred. ***** said he had pointed out to me that the mirror was previously broken and that they were not responsible, which is odd because NO CONVERSATION LIKE THAT happened!!! He LIED to this manager and therefore lied to me! I was advised to make a damage claim report to Jackson's Car Wash via corporate, so I did on that same day. I went through the whole process and was finally told a few days ago that because security tapes didn't show my mirror being broken or surreptitiously glued back on when I couldn't see it, the company sides with this lying dirtbag of a manager and that I'm SOL on them repairing my window! What I want is for Jackson's Car Wash to pay for the repair for my mirror. Once that's done, I NEVER plan on going there for a car wash again.

  Business Response

  Date: 12/08/2024

  Mrs. *******, I called and left a message on the number listed above on Friday. Please contact me at your earliest convenience regarding your claim @ ************ My name is ****** ******* and I am the Director of Operations for Jacksons Car Wash.

   

   

  Customer Answer

  Date: 12/13/2024

  I spoke with an operations manager from Jackson's Car Wash corporate and had a delightful (NOT!) conversation about how my car was old and they weren't sure if it was previous damage (IT WASN'T!) and they refuse to pay for my mirror to be repaired on my car when they absolutely broke it off. 

  I will tell literally everyone I know to avoid Jackson's Car Wash at all costs because of this and their careless leadership who live to victim-blame screwed over customers for having old cars that go thru the wash. 

  I am NOT satisfied with this company's response. Now I have to go through the ordeal of getting my mirror fixed out of pocket when it was absolutely them who damaged my car. S**** these ingrates. 

  Business Response

  Date: 12/15/2024

  Mrs. *******, it is unfortunate you feel this occurred at our Car wash. Jacksons strives to service all of our customers with an above satisfactory experience. When you left our location that day, your mirror was intact, and you did not contact us until three days later. Our company is transparent, car washes are completed in plain view and sold back to the customer to ensure customer satisfaction. 

• Initial Complaint

  Date:11/05/2024

  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 an annual membership at ******* car wash. Approximately three weeks ago on friday October 18th, 2024, my truck was damaged by foreign material in the wash. When I returned home I noticed between ***** small pebble-sized paint chips on my front fender, hood, side skirts, and door panels. I meticulously maintain my vehicle and know every scratch and dent. These were brand new and clearly caused by some sort of debris in the wash. My suspicion is a truck with gravel in the bed went through before me, and that gravel was what caused the damage. When I returned that afternoon to file a claim, the manager yelled, swore, and got aggressive with me, denied responsibility and said it simply was not possible, and refused to give me any info for my claim until I called corporate and refused to leave for an hour. It's been three weeks since I reported the event and no one from Jacksons car wash has attempted to reach out to me.

  Business Response

  Date: 11/12/2024

  Hi ** Day, I apologize for the delayed response. I know you met with my Area Manager ***** ***** on 11/5/24. Per your conversation with him o was told you two came to an understanding and would be removing this complaint. If that is not the case please feel free to reach out to me at ************ for further conversation. My name is ****** ******* and I am the Director of Operations. Thank you.

• Initial Complaint

  Date:10/24/2024

  Type:Sales and Advertising 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 10/24/2024 approximately around 1010 I utilized the services of ******* Car Wash on **********************************************************. While provided access to enter into the car wash approximately 10 years in the side rubber rollers caused damaged to my cars running boards. Talked to manager **** ****** and he has indicated because I altered and are after market my running boards they wont process a claim. The running boards are a standard feature of vehicle, the attendant let us through the car machine without given us notice to have them raised and there are no signs that says they had to raised. The car was a quarter way into the car wash machine with no issues until it hits these rubber rollers. I have brought my car through plenty of car washes with running boards down with no issues before. Seeking someone form corporate that is above the regional manager **** Colder to call me to discuss this situation. As the ******* ****** **** refused to provide me any other contact info or insurance info to process a claim.

  Business Response

  Date: 10/30/2024

  Mr. *****,

  Per our conversation on Monday we had over the phone, please let me know a time and place we can meet so that I can further investigate the damage. From there I am sure we can come up with a reasonable resolution. Please contact me at ************ again my name is ****** ******* and I am the Director of Operations. Thank you.

• Initial Complaint

  Date:08/28/2024

  Type:Billing 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.

  I recently visited ********************** for a detailing service and had one of the worst experiences I've ever encountered with a business. Despite paying $100 for a detail, my car's interior was left unwiped, and the windows were not cleaned at all. It was clear that the job was poorly done, and I felt completely dissatisfied with the service provided.When I spoke with their manager to address these issues, they offered me a "free wash" as compensation. However, upon redeeming this so-called free wash, I was charged an additional $140! To make matters worse, they refused to honor their offer of a free wash or provide any form of refund, citing the excuse that their previous manager had been fired and that I was likely lying or making it up.When I disputed the charge with my credit card company, ********************** falsely claimed that they had performed the work. This business exhibits some of the worst ethical practices I've ever experienced. They are essentially extorting customers for services and acting out of sheer greed.I would not recommend ********************** to anyone. Their lack of integrity and poor customer service speaks volumes. Save your money and go elsewhere.

• Initial Complaint

  Date:08/22/2024

  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.

  I went through the car wash and afterwards the towing eye cap on my bumper was missing. I submitted a complaint to the company with regards to the damage to my bumper and have never received a follow up. Since the complaint, I went ahead and repaired the damage myself which was a part that needed to be ordered.

  Business Response

  Date: 08/27/2024

  Hi ********, I had one of our Area Managers (***************************) reach out to you regarding your complaint. He stated that in this conversation you were happy to receive a call back and that this satisfied the issue. Please let me know if there is anything else I can assist you with regarding this complaint. Thank you for choosing Jacksons as a valued customer.

  Customer Answer

  Date: 08/27/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  Date:07/11/2024

  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 am writing to demand reimbursement for the $940 in damages incurred by my 2014 *** 428i convertible at your facility on or about May 15, 2024. Despite taking every precaution, my vehicle sustained significant damage during the wash process at this establishment.The damage to my vehicle included the waterproof seal on the driver side roof of the vehicle, and its internal attachment system.I have attached receipts for the repair costs, which totaled $940.This incident has caused me considerable inconvenience, and I expect Jackson's Car Wash to take full responsibility for the damages incurred. Therefore, I am demanding immediate reimbursement of $940 to cover the repair costs.If they do not respond with payment within 14 days, I will make use of all legal remedies to be made whole.

  Business Response

  Date: 07/15/2024

  Mr. ******** I can empathize with you regarding the damage that occurred during your visit.  However, your vehicle is 10 years old and in this Arizona heat, moldings and trim pieces tend to take a beating and don't last as long as one might think. Trim pieces such as this would have to of been previously compromised in order to blow off or lift up. Your roof based off the pictures I have seen has multiple preexisting flaws in the paint that could have been responsible for the compromise. At this time, we have denied the claim. However, as a customer service gesture we would be willing to offer you a detail service of your choice to help ease your financial burden. If you choose to do so, please stop back into the site and ask for ****. 

  Customer Answer

  Date: 07/15/2024

  Thank you for the misleading and erroneous response. If your logic is to be accepted, the identical trim on the passenger side of the roof wouldve also been removed, as it is exactly the same age, and has been subjected to the same wear and sun exposure.
  Additionally, the *** dealership that repaired the vehicle has never seen this damage before, and confirmed that age or sun damage was not a factor

• Initial Complaint

  Date:06/11/2024

  Type:Sales and Advertising 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.

  Ive tried to cancel my subscription for unlimited car washes. The phone number I was given hangs up automatically. Ive had these issues before and had to run all over town to finally cancel my wifes subscription. I no longer own the vehicle subscribed.