ComplaintsforAqua Express Car Wash
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/29/2024
- Complaint Type:
- Order Issues
- Status:
- Unanswered
I have been trying to cancel a membership with this company for at least 3 months since I no longer have the work issued vehicle that was tied to the account with the license plate but they do not have a valid domain for the captcha feature so there is no way to contact them or cancel the membership. I was told when I signed up that I could cancel at any time but that has not been possible and I have had to turn my debit card off so I wouldn't get charged but I would forget and ended up being charged the $30.08 on January 4 February 23 March 10 and March 31 and have not used the service at all because I no longer have the vehicle but cannot cancel this membership.Initial Complaint
06/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On Monday, May 29, 2023 I decided to take my car to aqua car wash. I paid for a wash and was in the middle of the wash when I heard something break. After exiting the tunnel I pulled into the area with the vacuums to begin cleaning the inside and detailing it. That was when I noticed my antenna had broken off. I immediately showed an employee there. A manager took pictures, helped me file out a damage report and went into the tunnel to help me get my antenna back. I was then told that the site manager would get back with me about the next steps. Four or five days passed and I heard nothing. Then the site manager told me that they needed to know when was the last time I used their car wash because they believe that the antenna was already cracked before I went into the tunnel. Their image was from a distance and only proves that I had an antenna before the wash. And for some reason they can’t email it to me. After going back and fourth about this with them for three weeks the answer I got back from them was that their policy stated they were not responsible for “preexisting damage “. But they failed to prove to me that my 2022 model vehicle had a “crack “ in the antenna base before entering the tunnel. If this was true I would have no problem fixing my antenna myself, but I fail to see how a vehicle that’s only a year old could have already had a weak or cracked antenna base. Especially when this exact same thing happened to my brothers 2022 vehicle about six months ago, and they made him pay out of his pocket for his repairs. From the attached image they decided it was already cracked going into the tunnel! All I want out of them is to do the right thing and pay for the repairs for the damage caused to my car by their car wash. If roles were reversed and my vehicle caused damage to their equipment I can guarantee they they would come after me for repairs.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.