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ComplaintsforTerra Nova Express Car Wash Inc
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Complaint Details
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Initial Complaint
11/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I was a member of the carwash club. I was using the car wash one day at the matching broke several times. My car was stuck inside. I kept honking my horn to alert the employee. He was continuing to let more cars in. Another car came behind me and hit my car. The machine broke stopped again. The employee told me to drive out. I came to him and reported the problem and filled a report out. There are cameras that recorded the event. I spoke with the manager once and he told me to get an estimate. My car is a new Lexus 250 IS. I tried contacting him with the after the estimate but was unsuccessful. I tried going to the business, calling, and emailing but he has been avoiding me. He refuses to provide insurance information after several requests. He also continues to take the monthly fee for my membership after i closed the account. My car is still not fixed and they keep avoiding me, and the employees continue to lie and say he is not there. *** made a police report but the cant help. I think this is unprofessional and I want my car fixed and the money that was deducted returned to me. The estimate is **** to fix my car plus the ****** that was deducted from my bank account.Initial Complaint
10/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On July 25, 2023 around 9:40 am, we washed our vehicle at this car wash. The vacuum tube that hangs over the vacuum stations/carports (about ***** ft tall), fell off and damaged the side of our door. Immediately an incident report was filed with ********* - an employee on duty. We were told to contact him through ********* would relay information between the ******************** For the last couple months, they have given us the run around by not responding to our texts in a timely manor or offering us any information into our request for repair. Upon asking them for their insurance information so we are able to file a claim through our car insurance company, they have failed to response to our many texts and calls.Business response
11/13/2023
Good Morning,Thank you for letting us know about the complaint, Case # ********. We are sorry for any inconvenience that the ********* experienced while they were asking for the repair. We strive to give excellent customer service in all situations and regret that they feel that they didn't receive it.On October 11, 2023, we wrote a check to ************************* (********************************* husband) for their repair quote at a repair shop of their choice. They were contacted by our manager that the check was ready and ****************** picked it up on Monday, October 16th.We have compensated the ********* for the damage to their car and hope that this claim will be closed and removed from the website. Please let me know if you have any questions regarding this matter.*******************************Customer response
11/13/2023
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,
*****************************
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Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.