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Business Profile

Car Wash

El Car Wash, LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 14 total complaints in the last 3 years.
  • 11 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/19/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 Saturday 3/15 I took my car through the El Car wash on ****************. About halfway through the automated cycle my vehicle and the vehicle ahead collided. My vehicle was in neutral as instructed by the employee at the entrance and I did not notice any break lights or reverse lights from the vehicle ahead. The car wash was busy and I did notice that the cars were being loaded in close proximity to each other. After exiting the car wash the driver of the vehicle ahead exited to check for any damage and I did the same, his was was not damaged but the front of my car was. We parked and flagged down the assistant manager who took my information and completed an incident report including the *** from my vehicle and photos of the damage. The assistant manger; ******* mentioned that this was the 2nd incident of the day and that he believed the attendant was not leaving sufficient space between the vehicles at loading. He also mentioned that the cameras in the car wash tunnel were not working. He assured me that I would receive a copy of the report via email and that the site manager would contact me within ***** hours. I never received the email nor a phone call so I had to visit the car wash on Monday and then again on Tuesday in order to speak tot he site manager; *******. He confirmed that existence of the report and told me he would send me a copy via email and contact me later that day for the next steps. ******* called me this morning (3/19) and explained the he reviewed the video footage and that vehicle ahead of mine reversed into me while inside the car wash tunnel and I shoudl call my insurance company. I explained that this made no sense because I would have noticed the reverse and brake lights and the other driver wouldn't have stopped and stayed had he been at fault. He responded saying that he would email me a copy of the video. I haven't received any emails from anyone at el car wash and they are clearly trying to wash their hands of their mistake.

  • Initial Complaint

    Date:03/04/2025

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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 purchased a monthly unlimited car wash with this business. Have an email saying that 35$ (promotional price, regular is *****) will be charged plus taxes. Couple day later payment went through, but I was charged full price plus taxes. My profile started to show a full price also. I sent an email to the business to no reply. I called after 10 minutes on the line waiting, nobody answered the phone.

    Customer Answer

    Date: 04/04/2025

    I have been able to get the answer from the business, finally. They have refunded me the difference between the amount i was supposed to be charged and the amount I have been charged.

    Thank you for trying to resolve the issue!

    Best regards,

    ***** ********

  • Initial Complaint

    Date:02/11/2025

    Type:Billing Issues
    Status:
    Unanswered
    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.
    Subscription car wash with el car wash on ***************. Once I try to unsubscribe I get no response, email or call, and they keep charging. Even though I did it via email and received their confirmation I still got charged another month and now no answer to ensure next month wont get charged. Multiple attempts via email and call and no answer.

  • Initial Complaint

    Date:12/20/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    El Car Wash has attendants standing at the pay station as you enter. They request you to always sign up for a monthly membership which I always say no to. In November I was billed for a monthly membership which I did not request nor knew that I had. Unfortunately missed that it was bill. I did catch it in December when billed again. Went to the car wash on Southern and requested to know why I was signed up for monthly membership and being billed. They stated it happens all the time, but it's the fault of the customer. I signed nothing for a monthly membership.After calling the 800 number my December charge was refunded but I was told the November would not be even though they agreed I did not use the service (did not know I had it - did not sign up for it). I offered if the November charge was during a wash visit I would pay full price for the wash though wanted the balance refunded. They have declined to work with me. Their practice is deceptive and predatory. Only imagine based on the mangers comment "this happens all the time" how many are being scammed out of money due to El Car Wash deceptive business practices. Refund policy located inside the office attached.

  • Initial Complaint

    Date:08/31/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 been a member of El Car Wash for one year. As part of the membership benefits employees hand out branded El Car Wash air freshener products with no instructions for use or disclaimers. The center console trim of my car has been peeling/delaminating and I took it to a body shop and they informed me that the source of the damage was from the El Car Wash air fresheners I had sitting directly on top of my center console. After extensive research, I learned that air fresheners contain chemicals and alcohols that will deteriorate surfaces is contact occurs. El Car Wash failed to provide proper labeling/any type of labeling on the air freshener packaging with information on proper usage, ingredients and a disclaimer that says contact with surfaces will cause damage. The dealership is charging me over $1000 to repair the damages and Keili at El Car Wash customer service told me its not their problem and now ignores my emails. Because of their failure to make disclosure, El Car Wash is strictly liable for the damage to my car and I need to be compensated for the repair.

  • Initial Complaint

    Date:07/20/2024

    Type:Product Issues
    Status:
    Unanswered
    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 washed my car couple of times at this company and got 1 month trial and paid 10$, however they kept taking money every month however I have never agreed on subscription and did not provide my approval and was not aware of withdrawals. I contacted my bank they have returned only for 2 months. El car wash do not answer to any of my emails and phone calls.

  • Initial Complaint

    Date:07/11/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    El car wash Date of visit: 07/08/2024 Business location ****************************************** Issue: I pay a member ship to this business and on 07/08 I took my car for car wash upon leaving the car wash I no rices the my diver mirror was not working, I immediately called the business and I was advice to go back to the business location and reported with the manager. I did just that and I provided all the information requested by the manager which hes name is *******, he advise that they were going to do an investigation and I would received a call with in two business days, I got a call from a women repressing the business and she advise that she looked at the camera footage and saw not damage, I tried to explain to her that one of the rollers pushed hard against the mirror and caused internal damage to its internal mechanical functions.She advise that the business will not be responsible, I called the dealership and this repair cost around $700 to &***** to fix.I would like the business to take responsibility and pay for the repair of my mirror, thank you.

  • Initial Complaint

    Date:07/06/2024

    Type:Billing Issues
    Status:
    Unanswered
    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 5/7/2024 my checking account was debited $32.10 for membership with the car wash. I did not join this membership. I went to the location (*************. Royal Palm Beach, **.) and told them I did not sign up for nor did I want this membership. They said they would cancel it and it would still show up on my statement by not as a debt. It did show up and was deducted from my account. Since then $32.10 has been taken from my checking account on 6/7/2024 and 7/6/2024. This is a total of $96.30 plus this latest time they caused the account to be in the negative and charges are being applied, not to mention my credit worthiness with the bank. I would like to be reimbursed $131.30 and a guarantee that this will stop. When it happened the first time the bank said they had received other complaints about this company.

  • Initial Complaint

    Date:06/27/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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 been trying to get a resolution from ElCarWash for the past couple of weeks now if not month. Location : ********************************************** Called : ************** The car in front of me stopped while my car was getting washed which trigger my car hitting him while on neutral following the automatic wash flow. My insurance is NOT going to cover any of the damages and had me reach out to the business as the vehicle was in THEIR control. I have been given the run around and absolutely no help from the business. My car has significant damage and needs repair. I need a call back and the damages taken car of as the vehicle was in their control. Nobody has been calling me back and taking my issue seriously. I have email trails available and picture of damage to my car as well.

  • Initial Complaint

    Date:04/22/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Car damage after first car wash

    Customer Answer

    Date: 05/10/2024

    Still no response by the company 

    Business Response

    Date: 05/16/2024

    Hello, 
    We are sorry to hear about **************************** experience with El Car Wash and apologize for any inconvenience we have caused. I have spoken with the Site and regional managers, and it appears that we do not have an incident report for this occurrence. We would be happy to investigate and fix the issue if we are found to have been at fault. We encourage all customers to speak to the manager on duty whenever they are dissatisfied or need to report damages or other claims. ************************ is welcome to return to the site where the damage occurred and speak with the manager to file an incident report and see what can be done for her. 

    Thank you,

    El Car Wash 

El Car Wash, LLC is NOT a BBB Accredited Business.

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