Complaints

This profile includes complaints for Cobblestone Auto Spa's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Cobblestone Auto Spa

  Oakbrook Terrace, IL 60181-4743

  
• 

  Cobblestone Auto Spa

  7700 S Autoplex Loop Tempe, AZ 85284-1008

  
• 

  Cobblestone Auto Spa

  1530 East Baseline Road Phoenix, AZ 85042

  
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  Cobblestone Auto Spa

  1555 W Warner Rd Gilbert, AZ 85233-7042

  
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  Cobblestone Auto Spa

  7425 S Kyrene Rd Tempe, AZ 85283-4579

  

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:03/14/2025

  Type:Customer Service 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 would like to talk to the CEO or VP of the company **** if possible please. I was threatened today ON VIDEO (03:20PM AZ TIME) by an employee by the name of ****** (with earing gages) manager was "***" & Regional is "JR" * location was the Cobblestone Auto Spa on *********** & ****** in *******, AZ *****. I need a call ASAP from someone high up at the corporate office to pull the video and see the threats and confrontation by the employee **** at my neighborhood location. I am a corporate owner and I pay for a monthly fleet service with your guys and do not expect to be treated like this by anyone or any employee of Cobblestone's for a monthly service I pay for. I filed a local Police Report for harassment/threats and I need to be called at ************ ASAP.

  

  Business Response

  Date: 03/28/2025

  Thank you for reaching out and bringing this matter to our attention. We take all claims seriously and understand the importance of addressing your concerns involving our staff and service. We understand that we have been in contact with you as per your request. We apologize if there was any missed communication and are more than happy to discuss further. Please reach out to our team at ************************************************************, and we will ensure you are connected with the appropriate person as soon as possible to address any further concerns.
  We appreciate you bringing this to our attention and giving us the opportunity to investigate further.

• Initial Complaint

  Date:03/10/2025

  Type:Billing 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.

  Cobblestone Auto Spa signed me up and charged me for a monthly type of membership. When I used their regular service, the attendant tried to tell me about the monthly subscription and I told him was not interested and only paid for the normal service at that time. Now, they are charging me $21.00 (credit card on 3/3) for a monthly subscription that I did not authorize. The issue is that when you go to the location to inquire about the subscription and charge they cannot help you and provide a business card with a plan number to cancel online. Keep in mind I never authorized so should not have to cancel anything. After going online, the website cannot find my information and you can submit the information through a link. Nothing happens from that point forward. I call their customer service number and had to leave a message - no call back either. I want the subscription that I never authorized cancelled and the $21.00 that was charged to my credit card refunded promptly.

  

  Business Response

  Date: 04/08/2025

  Tell us why heThank you for reaching out to us and sharing your experience. We take all concerns seriously and are committed to addressing them as quickly as possible. We understand your frustration, and we want to assure you that a member of our retention team will be in contact with you within 1-3 business days to resolve this matter. We appreciate your patience as we work through this process.

• Initial Complaint

  Date:02/28/2025

  Type:Billing 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 submitted a form on the Cobblestone website on 12/8/2024 to cancel my monthly $21 membership. The email confirmation showed I had successfully cancelled and was paid through 12/18/******* ***** credit card was then erroneously on 12/28/2024. I forwarded that email to Cobblestone on 12/31/2024 asking them to again cancel my membership. I reversed the charge with *****.I was then charged again on 1/28/2025. I went online and cancelled my membership again on 1/30/2025. I again reversed the charge with *****.That day, I also sent a text message to Cobblestone explaining the issue and asking for a resolution. The following day, ***** from Cobblestone called from ************ and left a voicemail stating she saw my email cancellation request and she found the error with billing, and assured me my membership was cancelled. She said she also removed my card from file to prevent further billing error. I don't recall receiving a follow up message as ***** indicated in her voicemail. I now see a new pending charge on my credit card set for 2/28/2025.

  

  Business Response

  Date: 03/18/2025

  Thank you so much for taking the time to bring this to our attention, and we sincerely apologize for the frustration./We have sent your complaint info to our retention team to reach out to you as soon as possible. Please allow 2-3 business days to hear from them. If Thank you for the opportunity to make this right!

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23002965
  
  I am rejecting this response because:

  I have had five calls with a Cobblestone agent over the last 4 days, and this issue is still not resolved as they can't find the recurring charge in order to cancel it.

  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 04/02/2025

  Thank you for letting us know and we sincerely apologize for the account difficulties you are facing. I have escalated this our retention team's supervisor and IT support team to further investigate the double charge so we can get this refunded.

• Initial Complaint

  Date:02/26/2025

  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 came into one of your locations for an oil change, on my way home my engine failed because the wrong oil filter was put in admittedly by cobblestone. They then agreed to have my vehicle towed to Greulich's mechanic. But as of now girl looks is saying they don't have my vehicle and they don't know where it is as cobblestone also says this. So I have a missing vehicle that I'm not even allowed to report as stolen because it's been past the time of reporting. Even though I had no idea it was even stolen until I called and asked about my vehicle. So I need some information as soon as possible as I was ripped off by cobblestone and now I have a missing vehicle that I can't report. Somebody is paying for me a vehicle

  

  Business Response

  Date: 03/18/2025

  Thank you for bringing this to our attention. We already have your duplicate complaint with the BBB - Complaint: ******** and are currently waiting to hear from the management mentioned on further investigation on what occurred so we can best assist you and will reach out directly before the end of day, 3/20!

• Initial Complaint

  Date:02/25/2025

  Type:Customer Service 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.

  I used to have three vehicles on my plan, including a work vehicle. I went to the Surprise location to remove my work vehicle from the plan. The employee gave me a card with the fast pass number that needed to removed, and instructed me to go to the website to cancel it. I went to website, completed the required information and submitted the request. The response from the website was someone would contact me, but nobody has. I've checked my spam email folder to make sure i didn't miss the email. I submitted a second request on the website and I've still not received a call or email. I called the "support line" *************) and left a message. The recorded message says someone will contact you within 2 to 3 business days. Today is the third business day and I haven't heard from anyone. I called and left another message today, and I don't expect to hear from anyone anymore. I've decided to cancel my business with Cobblestone. They're charging me for three vehicles when there's only two vehicles on the plan, but I can't them to return my call to cancel the third vehicle.

  

  Business Response

  Date: 03/18/2025

  Thank you so much for taking the time to bring this to our attention, and we sincerely apologize for the frustration./We have sent your complaint info to our retention team to reach out to you as soon as possible.Please allow 2-3 business days to hear from them. If Thank you for the opportunity to make this right!

  Customer Answer

  Date: 03/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The business response indicates someone will reach out to me. I am satisfied the business will reach out to me soon. The business's response will determine if I'm satisfied with their response. 

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

   

• Initial Complaint

  Date:02/14/2025

  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.

  Damage to my truck

  

  Business Response

  Date: 03/06/2025

  Thank you for bringing this to our attention, ****. Could you please let us know when the incident occurred and provide the address of the location where it took place? Once we have that information, we can ensure the appropriate operations supervisor contacts you to outline the next steps and work towards a resolution.
  
  
  
  

• Initial Complaint

  Date:02/14/2025

  Type:Billing 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.

  This company has been fraudulently charging my credit card a monthly fee for over two years with the most current charge on January 15, 2025. While I have visited this carwash a few times a year, I never signed up for a monthly service. This company puts on a hard sell when you go to the carwash. My answer has always remained the same "I'm not interested - I only wash my car a few times a year". I have tried phoning Cobblestone Spa at many different phone numbers affiliated with this company, as well as their parent company ******** and even left a personal voicemail with **** ******, Strategic Manager. I have also attempted to resolve this via email through their website, as well as texting them on the number ************. I received a message from this text this would be escalated to their management team, however, no one has contacted me - despite several requests. Please help to hold this company accountable to refunding me $432.00 and to discontinue the auto withdrawal from my credit card.

  

  Business Response

  Date: 03/06/2025

  In order to help resolve this matter as quickly as possible, could you please send the last four digits of the credit card that was charged, as well as the specific charge dates, to *********************************** Once we have that information, we will ensure that your case is escalated to the appropriate team for further review and resolution. We truly appreciate your patience and understanding, and we are committed to addressing your concern as quickly as possible. If you have any other questions or need further assistance, please dont hesitate to reach out.

• Initial Complaint

  Date:02/04/2025

  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 am writing to formally address the damage to my vehicle that occurred at your 6th & Federal location in ****** on January 11th and to request the cancellation of my membership, effective immediately. After the incident, the store manager stated he would come out in a few minutes but did not arrive for an hour. By that time, the sun had set, and we used flashlights to take photos of the damage. When I went back inside to get him, he took a few photos and stated he would contact me within a few days. Two weeks passed without a response. I then drove an hour to the location, but the manager was not there. On February 4, I received an offer of $39 as compensation. A body shop has estimated the cost of repainting at $14,000, while a detailer has quoted $1,500 if the damage is repairable. I will receive confirmation on the 19th regarding repairability. The damage has been documented with date- and geo-stamped photos on my phone using an app i use to document damage for work. Please confirm the cancellation of my membership. I remain open to discussing a resolution regarding the damage claim. If this matter is not addressed, I will proceed with arbitration per your terms and conditions.

  

  Business Response

  Date: 03/03/2025

  We have forwarded the photo documentation and complaint details to the district supervisor for the ****** location to investigate the situation further. We are actively looking into why the reimbursement offer of $39 was extended, and we want to ensure that this is resolved in a fair and appropriate manner.
  Please allow 3-4 business days for us to open a claim with our claims department and conduct a thorough investigation into the matter. We are committed to following up with you once we have all the necessary information.
  Regarding the cancellation of your membership, we will proceed with the request immediately and confirm this action with you as soon as it has been processed.
  We appreciate your patience as we work to address the damage and find an appropriate resolution. We understand your concerns, and we will make every effort to resolve this matter to your satisfaction.

• Initial Complaint

  Date:02/03/2025

  Type:Billing 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.

  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

  Date:01/13/2025

  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.

  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

  Date: 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 Answer

  Date: 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,
  
  ******* *****