Complaints

• Initial Complaint

  02/03/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The original transaction occurred on July 12, 2024. My husband took our truck to the car wash and the attendant offered a month of unlimited carwashes for $18. He then cordially offered to run the transaction through the machine for him and handed the card back to my husband when he was done. My husband got the car washed and then went back maybe 2 or so times that month for a car wash.On 1/12/25, I noticed a pending charge for $35 on our account. I asked my husband if he had gotten a car wash as it seemed like a lot, and he said no. I then went back through the account and realized that the car wash had charged us $18 on the 12th of every month. I had not noticed until I did a search of the records that the card had been charged consistently on the same day. Up until that point I assumed he had just gone for a car wash when I would see the charge on my review of our account. My husband stated that he had not been back to the car wash since that initial month of July. I contacted Cobblestone to cancel the recurring charge and request a refund for the $35 as well as the additional unauthorized charges from the prior months, for a total of $125. They cancelled the "membership" as they called it, but refused to refund the charges, stating it was their policy that it must be cancelled 7 days prior to the charge. They explained the $35 was the regular price charge after the introductory "promotional period." Their was no disclosure at the time of purchase of a recurring charge. We received no receipt at the time of purchase and the attendant ran the card.They claim we used the car wash through out August and September but have not provided a record of this usage. I have also left 2 voice mail messages with no response. They have only communicated via email, offering no explanation except for their policies, which they failed to disclose in advance.I feel this business is engaging in deceptive practices to cull charges from unknowing customers.

• Initial Complaint

  01/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  As I approached the car wash entrance, ******* suddenly stepped into my vehicles path, startling me. I cautiously rolled down my window, and he informed me I couldnt proceed because the membership sticker wasnt affixed to my windshield but was instead on the dash. Despite the system recognizing my vehicle, ******* insisted the sticker must be placed on the windshield or he would terminate my membership, instructing me to reverse my car. Confused and intimidated by his tone, I asked to speak with a manager. He claimed he was the only manager and gave me no other option but to reverse or face cancellation.When I asked for contact information for someone above him, ******* initially refused but later gave me a name and number. I explained the sticker had been removed due to a windshield replacement and requested a replacement sticker, but he refused, only offering a one-time wash while still canceling my membership.Feeling pressured, I reversed as instructed but hit a yellow pole that wasnt visible or detected by my sensors. I reported the incident to another employee, who filed an incident report and advised me to return the next day to speak with the General Manager (**).The ** apologized for Raymonds behavior but said the company wasnt liable since I was driving. I argued that Raymonds intimidating behavior and negligent instructions caused the accident and noted there were no signs stating the sticker had to be on the windshield.

  

  Business response

  01/28/2025

  Weve forwarded your contact information and details of your claim to the appropriate site management and leadership team. They will follow up with you directly to help resolve the situation and provide a conclusion regarding your damage claim. We take this matter seriously and want to make sure we address your concerns in a timely and respectful manner.
  Again, I apologize for the inconvenience youve faced, and well ensure that this is looked into with the urgency it deserves. Youll be hearing from the team soon to assist you further. Thank you for bringing this to our attention.
  
  
  
  
  

  Customer response

  01/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  01/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  December 15/2024 11:54am Cobblestone Car Wash **************************************************** ************ Dear BBB,I am writing to file a formal complaint against this car wash for damage to my vehicle. The deep visible scratches on the roof and right side of windshield trim from brushes which were not present prior to wash, I immediately contacted to supervisor and manager ****** and she handle me incident Report . Despite multiple follow-ups my concerns have been ignored. They never contacted me and not answer on my calls and I have to go ask about resolution. They been very rude and send me voicemail about closing the case. I am requesting the following resolution:1 Full reimbursement for the repair cost.2 Apology for the lack of communication and customer service.  

  

  Business response

  01/28/2025

  Weve forwarded your contact information and details of your claim to the appropriate site management and leadership team. They will follow up with you directly to help resolve the situation and provide a proper conclusion regarding your damage claim. We take this matter seriously and want to make sure we address your concerns in a timely and respectful manner. Our team will ensure that this is looked into with the urgency it deserves. Youll be hearing from the team soon to assist you further. Thank you for bringing this to our attentio!

  Customer response

  01/28/2025

   
  Complaint: 22796645
  
  I am rejecting this response because this is the same response that we received in December and January from their support team after multiple attempts. This is a canned response that has yielded to no action or ownership on the companies part. This is unacceptable. The support team has continued to brush us off and share that only the onsite manager can handle the situation. When I finally heard back from the on site manager, the voicemail they left me was not easy to decipher, unclear and unprofessional. I went to the location for clarity and the onsite manager refused to speak with me and threatened me. The location has stated that they are not responsible for damages even though the damages were reported immediately after wash and clearly come from their facility. A claim was made instantly day of and signed off by the on site manager. I owned a car wash for over 20 years and this type of damage as shown by pictures can only be caused from their car wash brushes.  What is the resolution and how is their response a resolution? They have failed to contact me directly since December. For a company that has hundreds of locations, they have no general manager or owner that has contacted me or is willing to resolve any type of damage caused by them. Please provide a resolution, we want them to repair the damages they caused. Thank you. 
  
  Sincerely,
  
  ******* ********

  

  Business response

  02/13/2025

  Please know that this is not a canned response, and we take your concerns seriously. Our operations leadership team is currently reviewing the incident report from our claims department, and we are working diligently to investigate the situation.
  We understand how frustrating it must be to feel like your concerns have been ignored, and we sincerely apologize for the lack of communication and customer service youve experienced thus far. Once our team has reviewed the details, we will be reaching out to you with an update as soon as possible.
  We appreciate your patience and understanding as we work to resolve this matter!
  

• Initial Complaint

  01/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a full interior detail from this business. I paid at the vendor prior to the car entering the wash. I came back to check on my vehicle after several hours and it was claimed to be finished . There was no trash removed from the vehicle, the cup holders were not cleaned, the mats were not clean, the entire thing looked like it had not been washed at all. There was also a bullet laying in the passenger seat of the car. Upon addressing this situation with the manager at the ********** and ***** ***** ****** location they advised us it wasnt their bullet , which isnt true because we dont even have a gun with that caliber bullet. We were also basically threatened and offered no refund for our purchase . I have been going to this location for years and this is the first and last time I will deal with this level of disrespect.

  

  Business response

  01/28/2025

  'm truly sorry to hear about your frustrating experience, and I completely understand why you're upset. After looking into this situation with management, I want to clarify that the reason the interior was not fully cleaned is that the car was left at the lot without the keys, which meant our team couldnt access the interior to complete the full service, including cleaning the cup holders and mats.
  As for the bullet, I can assure you that it was not left by our staff. We take these matters seriously, and I understand how unsettling this situation must be. I also deeply regret how the situation was handled when you addressed your concerns with the manager, and I sincerely apologize for any stress or frustration this caused you.
  I appreciate your years of loyalty to our business, and I understand why this has led to such disappointment. If youd like, Im happy to work with you to find a resolution that restores your trust in our service. Thank you for your feedback, and again, Im sorry for the way this unfolded - please feel free to talk on these matters directly with me at *********************** as I'd sincerely appreciate the opportunity to earn your trust in our services!

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Thursday November 21, I went to Cobblestone Auto Spa at ****************. Not only did I get horrible service, 3 of the employees were extremely disrespectful, with one of them even trying to fight me. I got the manager, not only mentioning the employees behavior, but how poorly my car was washed for a ***** " Ultimate " car wash. I have tried to reach out to them several times for a resolution, with nothing being done. I not only want my money back, I want a written apology.

  

  Business response

  01/12/2025

  We appreciate you bringing this to our attention. We have sent the details to the supervisor for this location to investigate further as the actions explained from our team members are far from the quality standards that are expected form our team. We have also requested a full refund of the service that was provided. Please allow no more than 2-3 business days to receive confirmation of refund and follow up from leadership. If you have not heard back within that timeframe, please contact us ************************************ s we can best assist!

• Initial Complaint

  11/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I initially was offered and accepted unlimited car washes for 3 months for $20. At the end of the 90 days, they illegally charged my credit card $35. When I complained to Cobblestone, I was advised that the trial period had expired and that I was now being charged the full price. When I advised them that I never authorized any other charge besides the initial $20, they offered to cancel my membership. I'm still waiting for my refund. There was never any documentation. The attendant simply pressed a button on the outside display (he was there because the sun made it impossible to read).

  

  Business response

  12/09/2024

  Thank you so much for taking the time to bring this to our attention and we sincerely apologize for the frustrations. We want to be sure to correct any error that may have occurred in this cancelation process. We have used your complaint info to send to our retention team to reach out to you as soon as possible and assist in canceling your account and seeing what issues may have occurred in your monthly charges. Please allow 2-3 business days to hear from them via call/or email and reach out to ********************************** if you have not received confirmation within that timeframe. Thank you for the opportunity to make this right! 

• Initial Complaint

  11/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Cobblestone Auto Spa initiated billing me for I don't know what (some kind of membership?) back in January. I never noticed the charges until recently. I noticed I was billed $34. I haven't been to Cobblestone Auto Spa since March 2024. They have been billing me since January. Excluding the one trip I actually made to Cobblestone Auto Spa in March, they have billed me 13 times. From January to July4th, they took $20 out of my account 7 times. Then on Jul 5th, the next day, they took $22. In Aug the took $20 again on the 2nd. Then on August 5th they took $34 and continued taking $34 a month until now, November, taking $34 in Sept, $34 in Oct and $34 in ****** total they have stolen $318 from me.Not only did I not sign up for any kind of membership, I would never do so because with my work truck I tow a large trailer 5 days a week, often 6 days a week. It's too big to take through a car wash, and full of debris most of the time. I rarely go to drive through car washes. I DO take my truck to the wash it yourself carwashes occasionally on weekends and have done that many times in the past year. Not a Cobblestone (it's called Blast Off Carwash).Again, I NEVER signed up or agreed to any kind of membership. Either a corrupt employee did so, or someone did so by error. I have had to cancel my debit card and request a new one. I am missing $318 from my account for NOTHING.I want Cobblestone to REFUND every cent of the money it illegally took from me.Dates money extracted:Nov 02, $34 Oct 04, $34 Sep 04, $34 Aug 05, $34 Aut 02, $20 Jul 05, $22 Jul 04, $20 Jun 04, $20 May 06, 20 Apr 04, $20 Mar 04, $20 Mar 04 $20 Feb 05, $20 Jan 04, $20 In that time there was one legitimate charge for $39 on Mar 04. I did not add it to the list. That was he last time I went to Cobblestone.

  

  Business response

  12/04/2024

  Thank you so much for taking the time to bring this to our attention and we sincerely apologize for the frustrations. We want to be sure to correct any error that may have occurred in this cancelation process. We have used your complaint info to send to our retention team to reach out to you as soon as possible and assist in canceling your account and seeing what issues may have occurred in your monthly charges. Please allow 2-3 business days to hear from them via call/or email and reach out to ********************************** if you have not received confirmation within that timeframe. Thank you for the opportunity to make this right!

• Initial Complaint

  11/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Cobblestone before work since I wanted a quick wash as an unlimited member. Everything was going well, except the exit door was closed, which was no big deal because it said it would open automatically. Well, it never opened. The belt rammed my car into the closed door not once, but three times. I kept honking my horn, trying to get someone's attention, but nobody came to check. Finally the car behind me ended up hitting me from behind because obviously I couldn't get out. The employees finally ran out when they realized something wasn't right. They collected our contact info and said someone would call within 24 hours. Its been more than 24 hours and its been crickets. I guess Ill have to take legal matters on this. 

  

  Business response

  11/27/2024

  We take this matter very seriously, and we sincerely apologize for the distress and inconvenience youve experienced. To help us address your concerns as quickly as possible, could you please send the address of the location where this occurred to *********************************** This will ensure that the right team is able to follow up with you promptly. Thank you for your patience, and we will work to resolve this as swiftly as we can

• Initial Complaint

  11/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Oct 12 I took my car to Cobblestone on ************* and Litchfield for a full car detail. When I picked up my car, the airbag system alarm was going off. ****** (the manager on duty) was no help, was rude and refused to issue an incident report. I called on Monday to speak to the general manager. I was handed to *****, he was also no help and would not issue a report. I took my car to the dealership on Oct 15 to discover water damage on my steering column and a fried spiral wire. Which controls my radio, my airbags, and my horn. I had to replace the wire at the cost of $874.56, adding on the original cost of $214.50 this has been an issue costing $1089.06. I have receipts for all of this. The company has been unresponsive. I have emailed their email ************************************ multiple times. I have called and left messages (or am unable to leave messages) at their corporate phone number. The store location is zero help and is not taking any responsibility. I have gone on their website and submitted tickets. They then claim I don't respond to their automatic emails. I have pages of emails, showing I have tried to multiple times to get a hold of this company. Today they automatically closed my ticket due to my supposed lack of response. I am hoping you can help me get a hold of someone that will resolve my issue.

  

  Business response

  11/22/2024

  Thank you for bringing this to our attention. We deeply apologize for the experience you've had, and we understand the frustration this has caused. We have notified your operations supervisor to investigate this incident further and they will reach out to you directly with the contact info provided regarding the matter within no more than 2-3 business days. We take these concerns seriously and will work towards resolving this issue for you as soon as possible. Thank you for your patience and for giving us the opportunity to address this matter.

  Customer response

  11/27/2024

   
  Complaint: 22528528
  
  I am rejecting this response because:
  I waited three business days and 6 days from the BBB notification and I have not heard a single thing from Cobblestone. No email or phone call from any representative of their company. 
  

  This has been my experience of them since the start of this. Before reaching out to BBB, I tried calling the store, emailing the company, filing a ticket on their website, and calling and leaving voicemails on their corporate customer service line. Every single way I have tried to communicate has fallen on deaf ears and Ive gotten no response. 
  

  I was very hopeful that this would be different but it was not. Like everything else, once again I went ignored and heading into the holiday season without a fix to my issues. 
  Sincerely,
  
  ****** *****

  

  Business response

  12/13/2024

  Our reputation management specialist has contacted customer 12/10 to ensure a resolution is personally provided by operations management before the holiday. Your experience truly matters and we want to ensure that you have spoken directly with management regarding the experience and sincerely apologize for the delay

  Customer response

  12/18/2024

   
  Complaint: 22528528
  
  I am rejecting this response because I did recieve an email on 12/11 apologizing for their lack of response nothing has come of it. 
  

  I responded to the email and thanked them and asked for them to call me. I waited the three business days and again, I havent heard anything! 
  

  I really want to work with the company but I am just at a loss. No one is holding the specific location I dealt with accountable for their lack of action. 
  

  Thanks for your help. 

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

  

  Business response

  12/29/2024

  We apologize ******* we do not, and can not close complaints - it is timed through the BBB and they close unanswered tickets, we apologize for the frustration! We have notified upper management to reach out regarding the incident vi the previous email communication you had with our customer service team to help provide a reasonable solution!

  Customer response

  01/05/2025

   
  Complaint: 22528528
  
  I am rejecting this response because:
  I still havent heard from anyone. I do understand this week was a holiday so I am hoping to hear something this upcoming week. 
  
  Sincerely,
  
  ****** *****

  

  Business response

  01/12/2025

  A team member has contact ****** prior to holiday and has requested follow up from leadership regarding the incident as it involved the manager of the location, we sincerely apologize as leadership roles were on holiday and our team member, ***** C has followed up to ensure a conclusion and is provided!

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 19, 2024. I took my 2007 ***** in for an upgraded wash./clean. While the employee was wiping the inside of the windshield he Broke off my rearview mirror, which took out a 2 inch chunk of glass from my front windshield The manager, **** did except liability, took my car information and Email to send to the corporate office The corporate office rejected the claim because my car was older than 15 years old. Cobblestone has a sign that says they are not responsible for damage of cars older than 15 years. But it was not the car wash that damaged the rearview mirror it was the employee that was quickly wiping the inside windshield. The rearview mirror was secure! Otherwise, when it broke off, it would not have taken a 2 inch hole of glass from the windshield

  

  Business response

  11/18/2024

  I can understand how disappointing it must be, although, regarding the disclaimer you mentioned, unfortunately, it does state that Cobblestone is not responsible for damage to vehicles older than 15 years, which does apply to your situation. While I understand this may not be the outcome you were hoping for, claims and insurance decisions are ultimately handled by our claims teams based on the terms of our policy and the details of the incident.
  Again, Im truly sorry this has not been resolved in a way that meets your expectations, and I appreciate your understanding of the situation as it stands. If you have any other questions or concerns, please dont hesitate to reach out.
  

*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. ↩