Complaints

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

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  Quick Quack Car Wash

  Roseville, CA 95661-2998

• 

  Quick Quack Car Wash

  3436 Northgate Blvd Sacramento, CA 95834-1649

• 

  Quick Quack Car Wash

  3050 Sunrise Blvd Rncho Cordova, CA 95742-6503

• 

  Quick Quack Car Wash

  1609 Watt Ave Sacramento, CA 95864-2963

• 

  Quick Quack Car Wash

  49 Bicentennial Cir Sacramento, CA 95826-2803

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:03/31/2025

  Type:Billing 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 had to cancel my membership due to moving from the area where the car wash is located. I emailed on July 18, 2024 to cancel for two of my only vehicles. After confirming the cancellation via email, I assumed that I was good to go. But, I continued to be charged $31.99 and still am getting charged. I've contacted customer service numerous times concerning this through email, and was even notified of another vehicle using my card number with a license plate one letter off from my own. I asked them to cancel, and am still continuing to be charged. So far, I've paid $271.98 for a vehicle that is not even mine and Quick Quack has STILL not canceled this nor refunded me.

  Business Response

  Date: 04/03/2025

  Hello ******* - we apologize for any misunderstanding and any frustration this situation has caused you.  Our customer care has been in communication with you and did inform you that they have processed the refund for the charges.  We hope to better serve you in the future. 

• Initial Complaint

  Date:03/26/2025

  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.

  Canceled monthly plan at *****, ** location ($37.99 for the Ceramic Wash) sometime around Feb. 20, 2025. When I started a new subscription on March 1, the agent at the car wash told me it would run for 30 days. But, I was charged again on 3/23/25 (only about 3 weeks). Im seeking a refund of $37.99 as I did not get what I paid for. Charges were applied to card number ending 4883.

  Business Response

  Date: 03/27/2025

  Hello ***** - we apologize that you have had an unsatisfactory experience and for any misunderstanding that occurred.

  You started a membership with us and were billed on 1/23/25.  You used the wash 17 times during this first month however, when our system attempted to collect the next payment on 2/23 the payment failed.  A failed payment does not cancel an account and we have no record of any cancellation request at the location or with customer care.  In addition to this, in your complaint you state that you cancelled the account around 2/20.  Your last wash with us was 2/22 which is 1 day before the billing period.  
  
  When every account is created, every customer signs the terms and conditions, including our cancellation instructions and policies.  We also immediately send a welcome email with the renewal date, the renewal price, and a link to these terms for reference.  These terms are available for viewing on our website.  We do everything possible to be clear with our customers regarding our policies.  As it states in the terms and conditions: "5.2 You can cancel Services (including removing a vehicle from a Flock Pricing plan) at any time. When you cancel, you are solely responsible for properly canceling the Services. You may cancel the Services by giving notice at least ten (10) days prior to the renewal date of your Services by email at *********************** or by phone at ************."  A cancellation request on 2/22 would not fulfill this 10 day notice and the account would be cancelled but you would still be billed on 2/23 and would have access to the wash until 3/23.  
  
  As we previously explained, we do not have any record of a cancellation request.  All cancellations are provided with a cancelation confirmation email that provides the details of the confirmation and the last date of access to the wash.  If you have a cancellation email you can provide it to us and we will investigate.
  
  On 3/1 you visited the wash and were informed that payment failed and your account was on hold.  Payment was made on that date and you received a wash.  This is a late payment for the 2/23 bill.  A failed payment does not move your original agreed to billing date, therefore your next billing date proceeded as scheduled on 3/23.  Between 3/1 and 3/23 you received 10 washes.  
  
  Additionally, you have returned the wash and have received 4 washes to date on your current month's bill.  We cannot refund memberships payments with usage, nor do we refund late payments. 
  
  Unfortunately, due to these facts this account is not eligible for a refund.  We apologize for any frustration and hope this explanation better explains the situation.  We hope to better serve you in the future. 

  Customer Answer

  Date: 03/27/2025

  I am rejecting this response because:

  On my last visit in February I was advised my subscription was cancelled at my request. I had no reason to doubt them and took them at their word. Additionally, when I returned to start my subscription again, I was advised it would expire in 30 days from that day, which would not be March 23, obviously. The onus is on Quick Quack to provide accurate information, so that Im billed properly. What Quick Quack is doing is here improper billing and misinforming me. If you have no record of it, this is not my fault. Im not speculating as to why and its not my concern. Im just asking for a refund because I was told one thing, but I received another (bait-and-switch). Had I of known the subscription would renew after 3 weeks, I would not have resubscribed. Remember, I was informed it was canceled on 2/22/25. ** needs to take responsibility here. However the mistake happened it was not on my part. 

  
  

  Business Response

  Date: 03/28/2025

  We sincerely apologize for any frustration this situation may have caused. However, we must emphasize that there is no record of a cancellation request for this account. Every cancellation receives a confirmation email upon processing. If you have received such an email, please provide it, and we will be happy to investigate further.

  Additionally, if a cancellation request was submitted on February 22nd, it does not meet the required 10-day notice outlined in the terms of service, which every customer acknowledges and agrees to upon account creation. As a result, if the account was canceled on February 22nd, the final billing date would be March 23rdnot February 23rd. Accordingly, the attempted charge on February 23rd that was successfully processed on 3/1 as a late payment, for which a refund is being requested, was valid and appropriately processed. 

  Furthermore, the charge on March 1st was a late payment resulting from a failed transaction on February 23rd due to insufficient funds. A failed payment does not cancel an account or alter the billing cycle, as is standard with other membership-based services such as gym memberships or utilities. The payment collected on March 1st was a late fee for the original February 23rd billing, and the next renewal occurred on March 23rd, as stipulated in the terms of service agreed upon at account creation on January 23rd. These terms were provided at the time of sign-up, included in the welcome email, and are readily available on our website.

  As stated in our terms and conditions:
  "5.2 You can cancel Services (including removing a vehicle from a Flock Pricing plan) at any time. When you cancel, you are solely responsible for properly canceling the Services. You may cancel the Services by giving notice at least ten (10) days prior to the renewal date of your Services by email at *********************** or by phone at ************."

  Given these terms and the circumstances outlined above as well as the usage on the account, we regret to inform you that this account is not eligible for a refund.

  
  

• Initial Complaint

  Date:03/23/2025

  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.

  The incident occurred on February 26, 2025 at around 12 noon at a franchise car wash business. Went there for a car wash, but was involved in an incident that occurred within the car wash machine. I followed the workers instructions that greets you at the door to remove your hands from the steering wheel. Put your car in neutral and let the car, wash on its own. During the process of my car getting wash I immediately was struck from behind. My head and my neck immediately jolted back, which caused a concussion, neck, pain and a constant headache, headaches, and neck, pain and sleep problems that I suffer till this day and dont go away I was hit by another vehicle. Damaged my rear bumper and possibly have a irreversible condition involving my head due to being hit at the car wash. I am shocked and amazed that they will allow the vehicle from behind me to get really close not really giving us more space or more time putting vehicles close between each other. I followed everybodys instructions in there and still got hit. I think this company can learn from this and maybe allowing more time and more space for vehicles to be a little bit more separate from each other so this wont happen again also need to add after ******* the manager at the car wash facility wrote down the incident report. ******* promised me that they were gonna give me video camera footage and they have not given me that yet on their behalf, they lied to me and its alarming to me that if this is a franchise business and theyre allowing business practice to take place like this, then there needs to be some investigative interview that needs to be taken place within this company.

  Business Response

  Date: 03/26/2025

  Hello ****** - we sincerely apologize that you had this experience at our location.  This incident was not caused by any malfunction of equipment or negligence of our team.  The footage of your wash does show that our team correct loaded your vehicle and the ***** Ridgeline into the wash correctly and with safe spacing with multiple rollers between each vehicle.  
  
  Upon entering the wash every customer is given the safety instructions to 1) Place the vehicle in neutral 2) remove your hands from the wheel, and 3) remove your foot from the brake. When these instructions are followed your vehicle will be pushed along through the tunnel in a safe manner until the directional signage at the end of the wash instructs you to "go" at which point you will place the vehicle in drive again and exit safely. Unfortunately, these safety instructions were not followed in this case causing this incident.
  
  The footage of this incident shows that the ***** Ridgeline vehicle was instructed to place the vehicle in Neutral, Foot off brakes, Hands off wheel. The brake lights for the ***** turn off and the truck accelerates through the wash. The ***** driver maintains pressure on the gas pedal enough to drive over the multiple rollers separating the vehicles and rear end your vehicle causing this incident. 

  The footage shows that nothing malfunctioned during the wash to cause or contribute to this incident. Our team members reacted as quickly as possible to try and stop the wash and the driver.  Our team also spoke with both parties and facilitated the exchange of information and informed both parties that we would send any information and footage to their insurance companies to hold the correct party responsible.  Due to our privacy policy we can only release footage to the insurance and we informed both parties of this at the time of the incident. 
  
  On 3/3 our store leader received a contact request from you.  They reached out on 3/11 to follow up with any concerns or questions you may have had regarding the incident outcome.  You stated you hadn't received the footage, to which they reminded you of our privacy policy and that we cannot send it to customers directly, but only to insurance. You stated you will not be going through insurance as the *****'s insurance came back expired, so you would not be covered within his policy.  Our store leader offered for you to come in during the week to review the footage in person.  An appointment was set up for settled that Saturday, 03/15/25, at 1-3pm, however you did not show up.
  
  If you would like to set up another appointment please feel free to reach out to the store leader and they will be happy to assist you. 

• Initial Complaint

  Date:03/21/2025

  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.

  On March 20, 2025, at approximately 4:20 PM, I used Quick Quack car wash, a service I've been a member of for nearly 18 months, with weekly visits. I followed the standard procedure: entering the wash bay as directed, placing my vehicle in neutral, and releasing the brakes. While consuming chips, as I hadn't had lunch, I did not touch any vehicle controls. I noticed an unusual jolt during the wash cycle, but assumed it was due to the ********** vehicle continued through the wash until the process suddenly stopped. An employee then approached my vehicle, claiming I had caused an accident. Upon exiting my vehicle, I discovered that it had been struck from behind by the vehicle behind me, which had also struck by other vehicle behind. So 3 cars total. We exchanged information at the employee's direction, and were told we would be contacted the following *********, I received an email from alleging that my brakes were engaged during the wash. This is inaccurate. My dashboard camera footage demonstrates my vehicle moving freely through the wash cycle. Furthermore, a similar incident was reported by *** News last year, raising concerns about the car wash's operational safety: ***************************************************************************************************************************************** maintain that I did not cause this incident. I believe Quick Quack car wash equipment or procedures are faulty and require investigation. I request your assistance in holding them liable for the damages incurred.They should cover the repairs of our cars.

  Business Response

  Date: 03/24/2025

  We apologize for any frustration you have experienced and that you disagree with the outcome of your claim.  We have thoroughly reviewed this incident and the footage of your wash shows that there was no error or malfunction with the wash to cause of contribute to this incident.  The footage also shows that each vehicle is properly loaded and spaced correctly with multiple rollers to prevent any incident as long as all safety rules are followed.  Upon entering the wash every customer is given the safety instructions to 1) Place the vehicle in neutral 2) remove your hands from the wheel, and 3) remove your foot from the brake. When these instructions are followed your vehicle will be pushed along through the tunnel in a safe manner until the directional signage at the end of the wash instructs you to "go" at which point you will place the vehicle in drive again and exit safely.
  
  Unfortunately, these safety instructions were not followed in this case causing this incident. The footage of the wash shows that you applied your brakes in the wash, causing your wheels to lock and force the multiple rollers separating the vehicles to go under your tires and eventually push the vehicle behind you into your vehicle causing the collision.  This incident would not have occurred if the brakes of your vehicle were not applied.  We have provided screenshots of your vehicle at the time just before at all the collision all pictures clearly show that your brake lights are illuminated and the footage shows that your wheels are locked and no longer turning.  Unfortunately, the video footage is not a file type accepted by BBB complaints so we cannot provide that, but the screenshots clearly show the brake light illuminated to prove this point. 

  The wash did not malfunction in any way during your visit and the damage caused was due to driver error.  Like a normal traffic incident, the driver whose actions caused the incident is responsible for all damages.  Our team will provide each customer involved with all the information necessary for their insurance claims to hold the correct party responsible.  Unfortunately, we cannot accept responsibility for damage that was not caused by the wash.  We wish you the best.

  
  

• Initial Complaint

  Date:03/18/2025

  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.

  On December 22 I received a free wash for the opening of the new car wash. I double made sure before entering if it was touch less and I was reassured. The antenna to my vehicle radio broke during the wash. I have an incident report from the manager. However, not once have I been contacted to follow up on a resolution. i have called numerous times to their customer service hotline and they can only take a report. I have stopped by in person at least 4 times and each time they tell me someone will reach out. its going on 3 months now

  Business Response

  Date: 03/21/2025

  Our new store leader reached out to this customer via phone and left a message.  Art did return the call and she informed him that she was the new store leader and although we do have a posted policy at our locations that informs customers that we are not liable for antenna she would be happy to order an antenna for him due to the frustration and delay on his claim. Our store leader has ordered the part and will contact the customer once it has come in to fully resolve this concern. 

• Initial Complaint

  Date:03/14/2025

  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 8/10/24 as a customer I visited ********************** located in *******, location of the store is 6302. On a regular day I was going to wash my truck through the automatic wash and when my truck was about to go through the automatic car wash stopped pouring water but the rollers never stopped, meaning that my truck went through the entire carwash dry and with the rollers spinning around the truck, something to keep in mind is that the truck had dirt and a minimum amount of mud which with the dry rollers working without water my truck got scratch all around. When asked the employee why did the water stopped pouring, he answered this has been going on for days already, the breaker is tripping and water stops pouring, he mentioned that the issue had been escalated to management and nothing has been done yet. I filed a claim 7 months ago and u til now Quick Quack has not solve anything yet, all they do is take down my info and tell me they will call me back.

  Business Response

  Date: 03/25/2025

  Hello ******* - we apologize that you had an unsatisfactory experience and disagree with the outcome of your claim.  During your visit there was an issue where the timing was incorrect and you did not receive soap on your vehicle; however, the wraps had been in use all day and were still very wet and full of soap from the wetters and previous vehicles.  You presented scratches as part of your claim; however, the direction and pattern of the scratches do not match the pattern and movement of the wraps along the vehicle and therefore could not have been caused by the wraps.   In the rare case of damage, it would appear as short repeating linear marks along the full length of the vehicle along the path of the wrap. Unfortunately, the damage on your vehicle was not consistent with how our wraps move along the vehicle.  We apologize for any frustration, but we cannot accept responsibility for damage that was not caused by the wash.  
  

  Customer Answer

  Date: 03/27/2025

  I am rejecting this response because:

  At no point was my truck inspected, all damages that you mention your roll might of cause are accurate. The same details you mention are the same type of scratches/marks left on my truck. Once again my truck was never inspected, for the company to be assuming scratches are made certain way to Benefit out of it, it is not ok. If rolls and showers were having electrical issue, pass through should have been suspended until it got fixed to void customers vehicles getting damages, could of cause more harm than that specially when electrical issues are involved. Team members mention that the issue was on going for WEEKS with nothing being done to fix it.

  
  

  Business Response

  Date: 03/28/2025

  Unfortunately, these statements by the customer are not accurate.  On the date of the visit the customer approached a team member about their concerns.  The team member came and got our store leader and our store leader met with the customer and inspected the vehicle at that time and explained the situation to the customer.  To claim the vehicle was not inspected, is false. 
  
  The customer mentions an "electrical issue" which is true we had an issue at the time with a piece of equipment in the equipment room that had a breaker shutting off the wash that we had to reset, but it never put any cars in danger and certainly never caused any safety issues as he is implying. At no point were any vehicles or customers at risk. We take safety and service very seriously and always address any operational issues promptly.  
  
  The truck did pass through the wash at least partially without soap due to timing. However, the wraps remained well-lubricated from the wetting agents and residual soap from previous vehicles, ensuring that even without direct soap application, there was no risk of scratching. Additionally, even if this had been the first vehicle of the daywhich it was notthe wraps would not cause scratches like the damage claimed.  
  
  Unfortunately, we cannot accept responsibility for damage that was not caused by the wash. 

• Initial Complaint

  Date:03/12/2025

  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.

  Our car sustained damage to passenger door ************** driver side blink lens while going through wash bay. Manger will only pay for mirrow repair Not Blink lens. All were damaged at carwash

  Business Response

  Date: 03/24/2025

  We apologize that you had an unsatisfactory experience and for any frustration this situation has caused. 

  Our store leader has been in contact with Mr. ******* regarding the claim that was filed by his daughter *******.  We would like to note that Mr. ******* was not present for the assessment of the vehicle for this claim and that ******* was the driver of the vehicle and during the claim she did state that the other side's turn signal was already broken before the incident.  This was factored into our decision as our posted policy clearly states that we are not responsible for previous damage. 

  However, our store leader spoke with Mr. ******* 2 weeks ago and reached an agreement that they would coordinate with Roses Touch of Color to take a closer look at the front turn signal to determine the cause of the breakage.  Our store leader made arrangements with Roses Touch of Color, and they will charge us $50 for this additional inspection, which Mr. ******* agreed was fair, to determine the cause of damage.  He is supposed to go March 26, 2025 for this inspection.

  We will review what the inspection shows and work with Mr. ******* for a resolution at that time. 

• Initial Complaint

  Date:03/11/2025

  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 attempted to cancel the service and request a refund. I have not been using the services. I was told my only option was to cancel but I would need to keep the service until April 10 since they took money out on March 10 or deactivate the account fully and have no access to the service. I would like a refund for the March 10 payment. I gave this company a chance even after an employee screamed and cursed at me. They did not reprimand or fire that employee, they are still there. I stopped going when I encountered the employee again as I do not feel safe. I attempted to speak with multiple managers but with no resolution.

  Business Response

  Date: 03/13/2025

  Hello Ms. ******* - 

  We apologize for any frustration you have experienced; however, you account is not eligible for a refund

  When every account is created, every customer signs the terms and conditions, including our cancellation instructions and policies.  We also immediately send a welcome email with the renewal date, the renewal price, and a link to these terms for reference.  These terms are available for viewing on our website.  We do everything possible to be clear with our customers regarding our policies.  As it states in the terms and conditions: "5.2 You can cancel Services (including removing a vehicle from a Flock Pricing plan) at any time. When you cancel, you are solely responsible for properly canceling the Services. You may cancel the Services by giving notice at least ten (10) days prior to the renewal date of your Services by email at *********************** or by phone at ************."

  You have had multiple memberships with us since 2021 and have completed 5 previous cancellations during that time in accordance with the terms of service successfully.  With multiple past memberships you are fully aware of our terms of service and cancellation policies.  
  
  In addition, you have been given a one-time courtesy refund for your last cancellation which was not completed within the 10 day window.  You were informed it was a one time courtesy refund and reminded of our cancellation policies on 9/27/24.  The cancellation on this date was stated to be for the same reason as this current BBB complaint for your current membership.  
  
  Unfortunately, your current membership was not cancelled within the proper time frame and is not eligible for a refund due to the fact that you have already been provided with a one-time courtesy refund and reminded of our cancellation policies for your last cancellation on 9/27/24. 

• Initial Complaint

  Date:02/18/2025

  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.

  Date: 2/16/25 Time: 10:08 AM Location: Quick Quack 7632 I went for their grand opening free car wash promotion and the car wash snapped my trunk handle off. The managers would not offer anything toward fixing the damage.Correction: They offered the tape that I used to tape the handle cord to the car so that it would not dangle on the drive away.

  Business Response

  Date: 02/21/2025

  Hello ******** -  We are sorry that you had an unsatisfactory experience and disagree with the outcome of your claim.  As our signage at the entrance of the car wash states, We are only responsible for items that are factory-installed, secured, undamaged, and on vehicles that are less than five years old.  We have included a photo of the signage that it posted on the entrance of the wash tunnel.  This same signage is also posted in the vacuum area and at the check-in area to alert all customers to our damage policy.  By proceeding through the wash you do agree to this policy. 

  This claim was denied because the vehicle is 19 years old which may have been the leading cause as to why this incident occurred. Over time, through normal wear and tear, parts become less secure and are more easily removed. The footage of the vehicle also shows that the part in question was already unsecured - in the photo attached you can see the gap on the handle where it should be flush.  The age of the vehicle and the part being unsecured are the leading causes for this incident. Nothing malfunctioned during your wash to cause this incident so unfortunately, we cannot accept responsibility for this incident since it does fall in line with incidents that can occur with the age of the vehicle and is advised by our signage before you enter the wash. 
  
  We apologize for any frustration you have experienced and wish you the best.

  Customer Answer

  Date: 02/21/2025

  I am rejecting this response because: the photos the business attached dont back up the claim that the vehicle was damaged prior to using their services. Further, is the company able to show that their policy isnt predatory? What percentage of their customers are driving cars less than 5 years old? What percentage of incidents are caused to customers with older cars? How much are customers with uncovered damage incidents paying because of this policy?
  

  Business Response

  Date: 02/24/2025

  We're sorry to hear you disagree; however, the fact that this claim falls outside of our posted damage claim policy still stands.  We disagree that photo doesn't show the part was previously damaged as the photo clearly shows a gap where the part should be flush with the vehicle.  However, again, our policy clearly states that we do not cover damages on vehicles over 5 years of age and the vehicle in question is 19 years old.   
  
  You are welcome to file a claim with your insurance and they can contact us for any further questions or concerns, but according to our posted damage claim policy which you agree to when you enter the wash We are only responsible for items that are factory-installed, secured, undamaged, and on vehicles that are less than five years old.  We have included pictures of this policy posted in multiple places throughout the wash location including prior to check-in in our previous response.  By proceeding through the wash you do agree to this policy. 
  
  The primary reason this claim was denied is because the vehicle is 19 years old which may have been the leading cause as to why this incident occurred. Over time, through normal wear and tear, parts become less secure and are more easily removed. The footage of the vehicle also shows that the part in question was already unsecured - in the photo attached you can see the gap on the handle where it should be flush.  The age of the vehicle and the part being unsecured are the leading causes for this incident. Nothing malfunctioned during your wash to cause this incident so unfortunately, we cannot accept responsibility for this incident since it does fall in line with incidents that can occur with the age of the vehicle and is advised by our signage before you enter the wash. 
  
  
  We apologize for any frustration you have experienced and wish you the best.
  

• Initial Complaint

  Date:02/13/2025

  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.

  Came into wash my car last night 2/12/2025 around 7:50 pm, and the car wash broke off a piece of my car. When I told the attendant he stated that since my car is more than 5 years old there is nothing he can do. I asked to speak with a manager, and he said there isn't on one duty. I asked for a corporate phone number, and he gave me a customer service number. I called customer service, and he also told me the same thing that my car is more than 5 years old and there is nothing they can do. I asked to speak with his manager, and he said no, that he will get into trouble for directing me to a higher up. This is ridiculous that as a member to their car washes, they don't value their customers or care that their equipment caused damage to my vehicle.

  Business Response

  Date: 02/21/2025

  Hello ******* - We are sorry that you had an unsatisfactory experience and disagree with the outcome of your claim.  As our signage at the entrance of the car wash states, We are only responsible for items that are factory-installed, secured, undamaged, and on vehicles that are less than five years old.  We have included pictures of this policy posted in multiple places throughout the wash location including prior to check-in.  By proceeding through the wash you do agree to this policy

  This claim was denied because the vehicle is over 5 years old which may have been the leading cause as to why this incident occurred. Over time, through normal wear and tear, parts become less secure and are more easily removed.   As our store leader explained on the date of your visit, the part in question came off under the dryer section of the wash.  Our dryers are set to OSHA standards and are no higher than would be experienced on freeway speeds.  Upon inspection it was found that the part is not broken, but only came loose because of deteriorated double sided tape.  The part can be reattached by replacing this tape.  Our store leader also showed you that the same part on the other side of the vehicle is also loose and will eventually come off as well.  This is due to the age of the vehicle and the tape used to secure the item and falls outside of our posted policy.  
  
  There was no malfunction of the wash during your visit to cause or contribute to this incident.  The leading cause of this incident is the age of the vehicle and the part not being securely fastened.  Again, our posted policy states: We are only responsible for items that are factory-installed, secured, undamaged, and on vehicles that are less than five years old..  Unfortunately, we cannot accept responsibility for this incident since it does fall in line with incidents that can occur with the age of the vehicle and is advised by our signage before you enter the wash. 
  
  Our store leader did offer, since you have been a customer for quite some time, to provide you with a free month for the inconvenience and to show we value you as a customer.  They did not hear back from you regarding this offer, but if you are interested you may return to the location to speak with them and they will be happy to assist you.  
  
  We apologize for any frustration you have experienced and wish you the best.

  Customer Answer

  Date: 02/21/2025

  I am rejecting this response because: The part is broken, there is no double-sided tape as they mentioned. There is a plastic piece that locks the part in place and that is where the break is. I was offered 3 months' worth of free car washes to account for the dollar amount to replace the broken piece from my car and he offered to go to Home Depo to get some kind of adhesive to fix my car for me. I didn't not accept their offer since my car was broken by their machine and plus my car is still more than 5 years old, why would I keep giving them service, I don't want further damage to my car. 
  

  Business Response

  Date: 02/24/2025

  We're sorry to hear you disagree; however, the fact that this claim falls outside of our posted damage claim policy still stands. 

  You are welcome to file a claim with your insurance and they can contact us for any further questions or concerns, but according to our posted damage claim policy which you agree to when you enter the wash We are only responsible for items that are factory-installed, secured, undamaged, and on vehicles that are less than five years old.  We have included pictures of this policy posted in multiple places throughout the wash location including prior to check-in in our previous response.  By proceeding through the wash you do agree to this policy. 

  The primary reason this claim was denied is because the vehicle is over 5 years old which may have been the leading cause as to why this incident occurred. Over time, through normal wear and tear, parts become less secure and are more easily removed.   As our store leader explained on the date of your visit, the part in question came off under the dryer section of the wash.  Our dryers are set to OSHA standards and are no higher than would be experienced on freeway speeds.  Upon inspection it was found that the part is not broken, but only came loose because of deteriorated double sided tape.  The part can be reattached by replacing this tape.  Our store leader also showed you that the same part on the other side of the vehicle is also loose and will eventually come off as well.  This is due to the age of the vehicle and the tape used to secure the item and falls outside of our posted policy.  
  
  There was no malfunction of the wash during your visit to cause or contribute to this incident.  The leading cause of this incident is the age of the vehicle and the part not being securely fastened.  Again, our posted policy states: We are only responsible for items that are factory-installed, secured, undamaged, and on vehicles that are less than five years old..  Unfortunately, we cannot accept responsibility for this incident since it does fall in line with incidents that can occur with the age of the vehicle and is advised by our signage before you enter the wash. 
  
  Our store leader did offer, since you have been a customer for quite some time, to provide you with a free month for the inconvenience and to show we value you as a customer.  They did not hear back from you regarding this offer, but if you are interested you may return to the location to speak with them and they will be happy to assist you.  
  
  We apologize for any frustration you have experienced and wish you the best.