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:01/13/2023

  Type:Customer Service 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 7th, 2022, had my Audi Q3 car washed at Bixby Car Wash. When I went to get into my car, to put my backpack in the back, I noticed there was a piece of white plastic sitting in the rear of the car. I was confused as to what that was, as they just vacuumed back there. Then I noticed the passenger rear headrest was off and sitting on the seat. After further review, I realized the headrest was broken off. I instantly called a manager over to complain. He asked his workers and they of course all denied breaking it. He also explained that there is video and they could check to see what happened. He then called another manager over, **** who immediately down played the incident and took a report. He said he would give to the owner and that she would contact me. The first manager suggested I get an estimate for the repair and provide to them. So 5 days I returned with the estimate and provided to *******. He said he would give to the owner and again she would contact me. A few weeks went by and I heard nothing so I stopped by and spoke to ******* and ****, passing me off to each other. **** explained the owner was sick and she would call me next week. ******* said, "not to worry, we will get this handled."A few more weeks went by and I heard nothing from the owner. I returned again and spoke to ******* who passed me to ****. I spoke to **** and he immediately was defensive and said, "no they didn't break the headrest", and another manager yelled at me from within a closet, named *****. I asked that he not yell at me from within the closet and speak to me face to face. They both preceded to tell they were not going to reimburse me for the broken headrest. They said they watched the video and there was no evidence. I said, "okay if that's the case show me the video so we can move on", he refused! When I pushed further that they are really not going to accept responsibility and pay me for the damage they did to my car, both men walked away. Unacceptable! Shame on these managers! The owner of this car wash needs to step up and do the right thing and reimburse me for the damages their employees did to my car. Thank you.

  Business Response

  Date: 02/09/2023

  We have been in business over 45 years and we truly strive to exceed our customers expectations.  If at anytime a vehicle gets damaged while in our possession, we take full responsibility.  However, there are times when customers try to pass previous damage to their vehicles as our responsibility.  And in those circumstances, we cannot accept the liability.   

  I respectfully disagree with the customer's claim that ********************** broke her headrest.  Please review the following:

  The customer complained to the assistant manager ******* that one of our employees had broken the headrest off one of the back seats.  Immediately, the manager questioned the employee that vacuumed her car, ***************  The employee mentioned that the customer opened all the doors including the back hatch to vacuum.  And before starting to vacuum the car, ******* noticed that an unattached headrest was already on the backseat and he proceeded to move it out of the way in order to vacuum the seat.  

  In order to assist this customer, the general manager, ***** viewed our security videos and didn't notice anything out of the ordinary that could have happened during the vacuum process that could have caused her headrest to be broken off. ***** feels that there was nothing that the car wash did to have caused this to her headrest as it appears that it was possibly already broken. 

  Everyone at the carwash was respectful to *********************  Unfortunately, she conducted herself in a very belligerent, harsh. aggressive and used disrespectful language toward the general manager ***********