ComplaintsforSoapy Joe's Car Wash

• Initial Complaint

  05/02/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 4/22 while getting my car washed, I heard a loud sound of metal grinding when the wash first started. After, I checked my car and noticed that my back left rim had a chunk of metal taken out of it. I emailed Soapy Joes customer service, along with filling out an incident report at the ********* location and was told I would hear from someone in about 3-5 days. Over a week later and 5 follow up emails to their customer service, I have not received one reply! I tried to call the number the provide on their website and after 1 ring, it says this number is currently not in service. After all this I cancelled my membership yet I was still charged for the next month, even though my confirmation email says that it will expire on 4/30. This is the worst customer service Ive ever dealt with and cannot believe the lack of care from this company!

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Soapy **** increased billing without notifying. In addition to this; the company does not provide receipt each month. This can lead to unethical business practices. Auto charging for services should have a receipt for the sale. Not to mention; the business has damaged vehicles but then tries to hold customers to a hold harmless based on rules in the bay. It states to tuck mirrors into the car before going through the wash, they have a worker on staff that should be performing that duty to prevent damage if possible.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Fast pass#(51248+461228)It has become hard speaking with someone over the phone. It wasn't always this way but over the last 6-8 months contacting customer service is a task. My concern is regarding billing and not a specific location. The number to contact customer service *************) is linked to all locations.I called yesterday at 8:04 and 8:42am both times the message was they are currently closed and to call back during normal hours of 8am - 5pm. I called at 4:29 exactly, we're now closed call back during normal business hours message.My issue is billing. I was offered three months half off in lieu of canceling. I accepted the promo versus continuing to cancel. I never received the email confirmation. I should have taken a screenshot as I normally do of any form of confirmation because things happen. As in my case. I called several times, different days. I was unable to speak with a service representative. My last resort was message via email. (See attached).I received a response that did not answer my questions. I feel it was a quick let me move on type of response. In addition, the response was incorrect because I was charged the standard price versus half off (See attached). I was unsure of the debit dates and why I asked. I thought my payment was due the 25th. It was the 24th and my card was turned off. The charge was not processed but I was notified to turn on my card. Due to fraud and money taken unauthorized I do not leave the account open by keeping the card on unless in use or for an expected debit.I have attached the previous email conversation and response from a team member. And the charge debited 3.25.24. With everything increasing in price including prices at Soapy ***'s effective April 2nd. It is helpful to have actual customer service support available for issues for whatever reason that *** arise.

  Customer response

  04/09/2024

  
  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

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used my debit card to purchase a single car wash at Soapy Joes in ***********. It automatically enrolled me in a membership that I did not want nor have I used. I am being charged $20/month by them. I am unable to cancel because I never entered an email address or any information when I was scammed into the membership.

  Business response

  01/22/2024

  Hi *****, 
  We hope this message finds you well. We apologize for any inconvenience you've experienced with our membership enrollment process at Soapy ***'s in ***********. To assist you further and address your concerns, we kindly request that you provide us with some additional details.
  For a more efficient resolution, please email us at ************************************* with the following information:
  The first 5 and last 4 digits of the card used for the initial purchase.
  Your full name as it appears on the card.
  The location you visited for the car wash.
  Once we receive this information, we will promptly investigate the matter and work towards a resolution. We understand the importance of addressing this issue promptly, and we appreciate your cooperation in providing the requested details.
  If you have any other concerns or questions, feel free to include them in your email, and we will do our best to assist you.
  Thank you for bringing this to our attention, and we look forward to resolving this matter for you.
  Best regards,

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing this complaint as I wish to have resolution before escalating the issue to Small Claims Court. On November 12, 2023, I washed my 2021 ********** Atlas at the Soapy ***'s location in Mira ***** My household is a frequent Soapy ***'s patron and we have never had any issues before this. As I went through the car wash, my driver's side mirror was torn completely off. It broke the mirror and was pushed so hard that it damaged the paint on the body of the car. I exited the car wash and immediately informed an employee who filed an incident report. I stated in my report that I felt that the car was hopping around, not properly aligned as instructed by the Soapy ***'s attendant. On Nov. 17, 2023, I heard from ************************* in the Claims ************** She referred to the Soapy ***'s liability statement. I am not a Soapy ***'s member so I have not seen nor agreed to the conditions set forth in the membership enrollment documents. The signage posted prior to entering the car wash does not state their liability, it simply says "For you Safety..." which can be debated in Court. Further, not even the receipt shares their liability policy. I have the right to have my car washed without having to accept any damage to it. I wish to be reimbursed for the cost to fix my driver's side mirror. If I do not receive reimbursement for the damage to my vehicle, I would like to request the video footage and equipment calibration/maintenance records for the period in question. Attached are photographic evidence of the negligence experienced at the car wash and the invoice for the side mirror repair.

  Business response

  01/03/2024

  Hello ******, 

  Thank you for reaching out. We have once again reviewed your incident regarding vehicle damage to your 2021 ********** Atlas, while at Soapy Joes on 11/12 at our Mira **** location, and have made the following determination:
   
  The video footage, upon thorough review, showed the side view mirrors were not folded inward, prior to entering the wash tunnel, causing the reported damage to the side mirror.
   
  Based on the Soapy Joes liability statement, posted on-site, on our website, and printed in the membership enrollment documents, Soapy Joe's Car Wash is not responsible for:
   
  * Side view mirrors that are not pulled inward or folded inward upon entering the wash tunnel that become damaged/dislodged during contact with equipment.
   
  Should you pursue a claim through your insurance company, please have your agent contact us to discuss this further. If there is video footage of the incident, your agent may make an appointment to view this footage. Please provide your agent with this letter and direct them to contact me directly to coordinate this.
   

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to the carwash. The carwash scratched my window. They will Not take responsibility. They also Have no way to cancel Their Memberships.

  Business response

  01/03/2024

  Hello ******

  We have again reviewed your incident regarding vehicle damage to your 2020 **** F-150, while at Soapy Joes on 01/08/2023, at our **********.- ******** (****************) location, and have made the following determination:
   
  The video footage, upon thorough review, showed the black ********** Raider, ** license plate #*******, had their, hand on the wheel" in the tunnel instead of being placed in ONLY neutral, as instructed by the loader and noted on our signage. Thus, the operator of the ********** Raider caused the collision, with your 2020 **** F-150, when it rolled back, into your vehicle.
   
  In cases such as these, when the collision is a result of customers operating the vehicle, it becomes a civil matter between the two parties, and Soapy **** is not responsible. In accordance with the Soapy Joes liability statement, found posted on-site, on our website, and printed in the membership enrollment documents, Soapy Joe's Car Wash is not responsible for:
   
  Collisions due to braking in the tunnel, not following instructional signage, or accidents that occur while the customer is operating a vehicle.
   
  Should you pursue a claim through your insurance company, please have your agent contact us to discuss this further. If there is video footage of the incident, your agent may make an appointment to view this footage. Please provide your agent with this letter and direct them to contact me directly to coordinate this.
  
  Thank you,

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 16, ******************************************* the soapy *** car wash. The back window blew off completely under the air dryer at the end. It took off the frame of the window clean off and the glass shattered mid air. I filled a report and have had no response. The new window cost $362.87.I went to the car wash before a date and Ive never been so embarrassed in my life. As I filed the report the manager and an employee stood around and later others joined to look at the missing window I really didnt need someone shouting about my missing window across the lot. If anything the lack of response is disappointing. Attached is a photo of the missing window, the incident report I filed, and the cost of the window repair.

  Business response

  12/05/2023

  Hello!

  I hope this message finds you well, and I want to sincerely apologize for the inconvenience and embarrassment you faced during your visit to Soapy Joe's Car Wash on October 16, 2023.

  Firstly, I appreciate you taking the time to provide a copy of the incident report, along with the details of the incident. Your feedback is crucial to us, and we deeply regret any distress caused by the loss of your back windshield. I'm truly sorry for the lack of response you've experienced thus far.

  
  Rest assured, we are taking immediate action to address this matter. We will thoroughly check our records and investigate the incident promptly. Our goal is to reach out to you as soon as possible to discuss the situation further and find a resolution.

  
  We understand the importance of your concerns and the impact this incident has had on you. We value your patronage, and it is our commitment to rectify this situation promptly.
  Thank you for your understanding, and we appreciate your patience as we work to make amends for the inconvenience you've faced.
  

  Sincerely,

  Customer response

  12/09/2023

  
  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.

  I have been in contact with their claims department. We have come to an agreement and I am waiting for the check to arrive. 

  
  
  Regards,
  
  *****************
  
   

  
  

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I came into the car wash 10/24/2022 as I have many times and this time the machine roller crushed my mirrors and snapped my driver side mirror almost completely off. I waited expecting a call back after talking with the manager and corporate to no avail. Upon reading other reviews this particular location seems to have shady practices of improper machine maintenance causing damage to many vehicles and denying the claims. Ive attached as much evidence as possible, I want them to replace my mirrors. Thanks

  Business response

  05/17/2023

  Hi ******!
  Thank you for bringing your concern to our attention. We understand your frustration regarding the
  damage to your driver side view mirror and appreciate your patience as we thoroughly reviewed the
  video footage from ************* visit.
  After a careful examination, we found no evidence of any unusual incidents or malfunctions in the wash
  tunnel that could have caused damage to your mirror. The wash operated normally, and the driver side
  view mirror was dislodged due to the typical contact with the rocker brush cloth, which is a regular part
  of the washing process.
  Throughout the entire sequence, the cloth never entangled, grabbed, or ripped off the driver side view
  mirror. Considering the age of your vehicle, our expert opinion is that the mirror was already loose due
  to weathering and normal wear and tear. Upon entering the wash, it unfortunately broke as a result of
  being in a vulnerable condition.
  We genuinely apologize for any misunderstanding or inconvenience caused by this situation. We strive to
  maintain the highest standards of machine maintenance and customer satisfaction. Our priority is to
  ensure a safe and effective car wash experience for all our customers.
  In cases such as these, when the damage is a result of pre-existing conditions, Soapy ***'s is not
  responsible. As stated in our liability statement, which is prominently displayed on-site, on our website,
  and included in the membership enrollment documents, we are not responsible for loose equipment,
  
  including mirrors that become dislodged during contact with our equipment, existing problems with your
  vehicle, or vehicles that are 5 years or older.
  If you would like, we are more than happy to review the footage with your insurance provider. In the
  event that your insurance provider disagrees with our assessment and finds us at fault, they can pursue
  us via subrogation, and you won't be responsible for any costs. We value transparency and are open to
  working with your insurance provider to reach a fair resolution.
  Please let us know if you would like us to proceed with involving your insurance provider. We want to
  ensure that all parties are satisfied and that this matter is resolved in the best possible manner.
  Thank you for your understanding.

  Customer response

  05/17/2023

  the mirror was not loose it was tightly fitted, your machine applied to much pressure and snapped the mirror. If you dont want to take responsibility thats on your conscious not mine. Yall should ashamed of yourselves. I had been a customer for many years and gone thru the wash many times with out issue. This was the first time Ive come thru that I got damaged. *** spent over $600+ over the years at ************* and yall cant even consider paying me $300 to fix my mirror. This is the worst experience Ive had with a business in a long time. Not to worry I reviewed every soapy *** in San Diego county and the reviews are gaining plenty of traction. Youre losing thousands of dollars in business over this so Im good with whatever you choose to do. Make it right, and I remove the reviews. 

  Business response

  06/30/2023

  Thank you for reaching out and expressing your concerns. We understand that you disagree with the outcome of your claim, and we apologize for any inconvenience caused. We take customer feedback seriously and always strive to provide the best experience possible.

  
  Regarding the damage to your mirror, we want to assure you that our machines are designed and calibrated to operate within safe parameters. However, we are more than happy to review the situation further with your insurance provider. If they find us liable for the damage, it can only work in your favor.

  
  We value your loyalty as a customer, and we genuinely regret that this incident has affected your perception of our business. We appreciate your feedback and will use it to continuously improve our services. We understand the impact of online reviews, and we are committed to resolving this matter to your satisfaction.
  Please let us know if there is anything else we can do to address your concerns. We are here to assist you and ensure a positive resolution.
  Thank you for your understanding.

• Initial Complaint

  05/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I asked for a simple refund of my monthly dues because there were extensive scratches.

  Business response

  05/31/2022

  On April 16, 2022, the customer left a voicemail outside of contact center business hours requesting that his membership be cancelled, which we honored.  We did not unilaterally cancel his membership. 
  
  On May 27, the customer contacted us in writing asking for a refund for the membership (a month of car wash access).  He also stated that we had not addressed the damage that he had concerns about.  That same day, we contacted the customer in writing asking about the damage and whether any Incident Report was filed at the car wash when it occurred.   We received no response.   We have no information regarding any damage to the customers vehicle.
  
  That same day we also offered the customer a complimentary ****** access to the car wash.   Again, no response was received.
  
  We have been more than responsive to this customer, but he has not provided any details about the alleged vehicle damage and failed to respond to our offer of a 30-day complimentary plan. Tell us why here...

• Initial Complaint

  02/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing a complaint against Soapy ***** of *********, **. I would like restitution for my broken ***** 2015 mirror that was broken while going through a car wash there (************** in *********, **). First of all, I AM NOT a member. i went through the car wash ONE time. At no time did the operator say or point to anything to me about "folding in my mirrors' which first of all on my brand of *****, you cannot do. Second of all, I am 70, and I did not see anything about "folding in my mirrors" or have I ever experienced anything like that in the 350 times I went through car washes in ********, ** and my friends said they have also never heard of anything like this. Hands off the steering wheel, put your car in neutral, lower antennas -- yes -- these are all standard practices -- folding in your mirrors and not being directed to do this by the carwash operator -- I and my friends have never heard of this -- especially as a one-time patron!!! The cost to replace a ***** 2015 passenger side mirror is $450. That is the cheapest I found -- and that is a sale at ********, ** ***** on a back order. Soapy ***** is responsible for my broken passenger mirror and nobody else. I want restitution for this damage that they caused. I am also concurrently contacting ****************** about the low cash offer they gave me, but that is another issue. Soapy ***** is totally responsible for my mirror damage and they need to accept responsibility and pay for the mirror, or else I will take them to Small Claims Court as well as have to file against my insurance company with the ** **** of ************* all this for going through a $10 carwash one (1) time!! I do not have supporting documents because I did not get the mirror fixed -- I do not have the $450 (or MORE) that ***** requires for this part. Soapy ***** can check with any ***** dealer for this part and see what it costs. If they can get it for me cheaper, then do it and I will pay for the cost of the labor

  Business response

  03/01/2022

  Our For Your Safety Signage at our tunnel entry specifies to fold in mirrors, a standard feature of all 2015 ***** vehicles that is specifically designed to prevent damage - meant to be used while parked or in tunnel car washes. This is a standard practice amongst tunnel car washes, and not specific to Soapy ****** The company made the proper determination in this matter, but the customer has been asked to provide an estimate from a repair vendor of her choice, so the company can move forward with repairs of her vehicle as a courtesy for her poor experience.

*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. ↩