ComplaintsforMetro Express Car Wash

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******* did damage to the paint on my truck hood and company refuses to do anything about it.

  Business response

  07/22/2024

  Hi There,

  Our normal process is for these incidents to be reviewed by the General Manager at the wash location to make a determination if the damage did occur at our wash. I don't have enough information to see which of our wash locations this customer visited, nor do I have a record of a report being made at the wash under their name. 

  If they can provide which wash they used we'd be happy to open a report to look further into this issue for them.

  All the best,

  ****
  Customer Service Manager | **********************
  *********************

  Customer response

  07/24/2024

   
  Complaint: 22017083
  
  I am rejecting this response because:
  The kids working at the carwash told me you wash at your own risk. There was no manager on site. It was the Post Falls ***** Location right off hwy 41. Im not the only person who has had their paint scratched or truck damaged there in the last week and everyone is told the same thing. Wash at your risk. This is not an acceptable policy. If you want to see the scratch for yourself im happy to bring the truck in. 

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

  Customer response

  07/26/2024

  As I have already stated in my last responce I used the Car wash off Hwy 41 in ********** *****. If they need the exact address for their own business they can look it up for themselves. If they are wanting to know what wash I paid for I dont see how knowing what wash I paid for changes the fact their equipment scratched my truck hood. But just to make the stone wallers happy I got the most expensive wash they offer on the monthly pass; which I have since cancelled.

  Business response

  07/29/2024

  Hi *****,

  Thanks for providing that information as I didn't see it in the original report filed from the BBB. I've gotten this information over to the General & Area manager for that wash to try and locate the last few wash visits.

  Hopefully we'll be able to better determine a possible cause and move forward with your concern from here. I'll let you know as soon as I have any additional information.

  Thanks,

  ****
  Customer Service Manager | **********************
  *********************

  Customer response

  07/29/2024

   
  Complaint: 22017083
  
  I am rejecting this response because:

  It gives no indication of a settlement only that the carwash is looking into it. 
  
  Sincerely,
  
  ***********************

  Business response

  08/02/2024

  Hi *****,

  Thanks for your patience and all the additional information. Our team was able to review the footage from your last wash visit. At both the entrance to the wash and exit the scratch that you've report is not visible. Additionally, the scratch pattern is not consistent with our top brush (which is the brush that makes contact with this part of the vehicle).

  While I understand that the scratch appeared after you visited our wash, it does not appear that the wash was the cause of the scratch. Let us know if you have any questions.

  All the best,

  ****
  Customer Service Manager | **********************
  *********************

  Customer response

  08/02/2024

   
  Complaint: 22017083
  
  I am rejecting this response because:
  The business is just repeating itself. I have already provided the business with the wash location and what wash service I used. There was no report filed because when I reported it to one of the children working there they told me you wash at your own risk and that a manager was not there.
  Sincerely,
  
  **********************;

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have enjoyed my membership with Metro until this month. I signed up at $14.99. I was under the impression that that was what I would pay for life. This month I was charged $29.99. That's not the deal I signed up for. Refuse to pay that. If that's not a mistake, I want to cancel. Thanks, *********************.

  Business response

  07/05/2023

  Hi ****,
  

  Thanks for reaching out to us and I apologize you didn't get a notification about this increase. We're working to improve on our communication as we go through this year. It also looks like we did not have an email address on file for your membership which is how we've been notifying members.
  
  I have cancelled your account and issued a refund in the amount of $29.99 to the card on file. Please, allow 3 - 5 business days for this to appear.
  
  If you're a fan of a lower price point we do offer an ******************** Wash package which is $19.99/month. The difference between this package and what you're getting now is that our Protection Wash does not include a Wax or Rain Guard. More information about our wash packages can be found here.
  
  Let me know what you'd like to do.
  
  Thanks,
  ****
  Customer Service Manager | **********************
  *********************

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got unlimited car wash from express for 3 months for $20 a month special. After every car was I spray a cilajet protector and use a microfiber to go over my truck. The day I filed the complaint I noticed many scratches that were not there before from the car wash. I brought to the attention of the man in charge and forward info the the *** I came into two more times to talk to the ** ********************* who was eventually there. He said the scratches could not be from the wash and their machine cannot physically scratch a vehicle but sent me to his detail company called Trendz to buff them out. Trendz specially said these were made at a carwash. They also mention they get 2-3 cars per week scratched or damaged from Express carwash. But they refused to buff out the scratches because I have a ceramic coating on the truck. I spoke to ** ***** again if he another solution and said no. So I took my truck Abra auto body at Knudsten Chevrolet in ********** who gave me an estimate. I sent the estimate to *****. He declined the claim saying the scratches could not be from Express metro car wash.Ill Im trying to do is get my truck looking the same as it was before the car wash scratched it and was left with no other choice but to contact the BBB.

  Business response

  01/18/2023

  It has been our assessment that the scratch pattern exhibited for this customers vehicle would not have been caused by our wash based on
                  The scratches are spread out and half are not in the same direction as how the material moves across the vehicle.
                  Cars before and after this vehicle did not report damage
   
  At this wash we use a brushless operation which use a cloth felt like material that have constant water and a chemical combination running over it to keep them well lubricated as well as clean of debris. What we have seen is ratchet straps or other material getting caught in the wraps which can cause damage, but in those cases theyre not minor scratches.
   
  We have communicated this information with the customer and are not planning to pay for the repair at this time.
  
  Thanks
  

  
  

  Customer response

  01/22/2023

   
  Complaint: 18470708
  
  I am rejecting this response because: the scratches did come from the car wash. Their detail company said these were scratches that are caused by a car wash. Metro express is the only car wash Ive ever used on my truck after every time I use a car wash or wash my car I spray a special ceramic coating for a protectant. What I sprayed the protective coating I noticed all the scratches and reported it immediately to the gentleman in charge. The general manager said that he has never had any complaints or scratches from their car wash which I know is a complete lie because I talk to ****************** that they use and they have 2 to 3 cars per week that  they used to repair the damages caused by the car wash. If they continue to deny the claim, I will have no other choice but to have my attorney take them to court for all the damages. If he initially did not think the scratches came from the car wash, then why did he send me to ****************** that they used to get scratches out? They are company would not touch my truck because it has a special ceramic coating and its very expensive to repair and is which Im assuming they are denying that they did any damage. 
  
  Sincerely,
  
  ***********************

*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. ↩