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:03/07/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Have been charged monthly for re-occuring charging since May, 25th, 2023

• Initial Complaint

  Date:06/28/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Damage done to my vehicle due to faulty equipment at Tommys car wash ************************ All 4 glass door panels on Porsche are shattered due to excessive force of side brushes in car wash lane. Other locations have reported stopping using these brushes due to complaints. This location refused to accept resistor the damage.

• Initial Complaint

  Date:05/15/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  4/21/24 Paid $26.00 signing up for a full month of the works car wash at Tommys Express Car Wash. After my purchase I brought my car through the car wash and it was visibly still dirty (front bumper, side doors, mirrors, and wheels). I told the manager Blue who agreed with me as he inspected my car stating how it was still filthy. He proceeded to take pictures while acting concerned and stating the car wash *** not be working correctly. I asked if I could receive a refund and he acknowledged my request and asked me to wait a few minutes. After waiting quite a while I walked inside the office where I was then told refunds were not possible (which is not an accurate statement based on their policy). When I tried to ask why and explain how dissatisfied I was with the quality of the service I paid for, I was told you get what you pay for and thats that - I was rudely and aggressively yelled at by ****** and as a women I felt very uncomfortable to be in the office with him so I left the the premises. I was refused a refund and instead my monthly membership was cancelled even though I paid for the month.

• Initial Complaint

  Date:04/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  -membership system at locations is extremely flawed -I am signed up for a "pay-per-wash" subscription -the membership lanes NEVER detect this subscription causing very embarrassing situation with backing up the line and an employee having to essentially process the whole transaction from scratch causing much wasted time -most recently happened at the *************** Tommys locationin ********,** -I confirmed AND the employee confirmed there where no issues and it was an issue with the system -repeated complaints about this with no resolution -very poor system in place here as I have used multiple other competitor car washes with ZERO issues -will be pursuing this further as is a very significant issue for me and reporting this to my many many followers

• Initial Complaint

  Date:02/01/2024

  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.

  On September 13, ****, my vehicle went through the Tommy's Express Car wash - at that time, there was damage to my vehicle. I immediately located an employee and had the accident documented. (No problem). A few weeks later i had my Brother go buy to see if he could get the check for the damage $267.24.They said that they would need a copy of the cost of the repair before they issued a check. (no problem) My Brother drove to the KIA ********** 9not close by) and had a invoice prepared for the cost of the repair. A month had gone by and I had not heard from anyone or received my check. I followed up with a phone call. At that time, I was told the invoice given to them showed "void" so they would not issue e a check. They wanted another invoice. So in October I drove down to the KIA ********** to get an invoice. At that time the ********** said they do not provide invoices unless the part is paid for - no problem - I was fortunate they had the part in stock and I paid the $267.24 myself.After paying for the new part, I drove to *****'s Express and walked the paper invoice into the office area and handed it to 4 employees. It was right before Halloween and they were decorating the car wash. After waiting over another month, I still never heard from anyone from *****'s Express nor receive my money. I contacted them again in December and was told they were going to issue my check the next day and that I could meet someone to pick it up. A few weeks go by and I still had not heard from anyone and had not received my check.I contacted the car was again in January and was told they lost the invoice I had brought in. They wanted me to go back to the ********** to get another copy - I refused. I demanded they fix it and get my $$ to me. Recently I was texted on January 18, **** saying my check was mailed. That was another lie. It is January 30 and I still do not have the $267.24 that is due to me. My patience has been exhausted. Please help

  Customer Answer

  Date: 02/16/2024

   
  Better Business Bureau:
  
  I did not hear back from *****'s Express after my last text to them, however, I did finally receive a check after 4 plus months of waiting and one month after they had stated it was mailed to me.

  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/22/2023

  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 was involved in an accident while on the conveyer belt at Tommys on Fruitville. The staff was rude and uninterested that my vehicle was damaged while getting washed, even though it was due to their own negligence. Ultimately, I called the police and finally there were procedures followed and incident report forms filled out.I spoke with the manager, *********************, who was very apologetic and assured me I would be taken care of. He told me damages would be paid for in full to the body shop and I would be reimbursed for the rental charges incurred from my car being fixed.Although I was not happy being inconvenienced to pay for the rental out of my own pocket, I agreed and took *** as a man of his word.Fast forward to present day.The repairs for my vehicle were paid by Tommys but the rental charges have not been reimbursed. I gave a physical copy of the release form to the location and have sent *** emails without response. I would like to be contacted and reimbursed as soon as possible. If I am not, I will pursue legal action.

  Business Response

  Date: 10/18/2023

  ***** has had all information turned into our finance department. They are the ones who write and send reimbursements out. The receipt for rental was wrong 3 times before we got the correct information. I have not been updated by financial department since that day.

• Initial Complaint

  Date:06/21/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 2, 2023 my car was damaged inside the tunnel of the ******* on **********. The manager on duty was a lovely very young man, who acknowledged the damage and put in an insurance claim. He stated that he had no authority to do anything else at that time.Over the next 3 weeks, I spoke to 2 or 3 different managers and had an email chain going with the Fruitville location and the customer service (corporate) office. I was asked to return to the wash location for another manager to take photographs (why wasn't this done immediately if it's part of their protocol?), and told that the claim processing takes several days.After that call, my communication attenptss were ignored completely. I am now having to involve other parties to move forward with resolving this very simple issue.I don't understand why a company would choose to do this. It's frustrating, disrespectful and a bad business practice

  Business Response

  Date: 10/18/2023

  The guest wouldn't accept from site it was damaged before entering wash. Then went herself threw all other channels. to be told the same information.

  Customer Answer

  Date: 10/20/2023

   
  Complaint: 20209655
  
  I am rejecting this response because:

  The response itself was barely coherent and very difficult to read/understand.  As I have already stated multiple times, when reviewing the video IN FRONT OF ME on the day of the incident, employees admitted that if a bumper was loose when the car was entering the tunnel that they would not permit it to go through (obviously). My bumper was clearly attached upon my arrival to the car wash. The employee then admitted in front of several other employees that the bumper came loose in the tunnel (video confirmed no damage upon entry). He THEN opened a claim. If, like the response indicated, I was told on site that there was no damage, why would the employee process a claim?

  my car was damaged at this business and I expect them to take responsibility and make it right 

   

  
  Sincerely,
  
  ***************************