ComplaintsforSparkle Express Car Wash

• Initial Complaint

  07/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I went through the car wash on 6/2/23 and the machines put a massive crack in my windshield. I immediately drove around to show them. They had me fill out and incident report and they took pictures and said they’d be in touch. A got a call almost 2 weeks later, stating they couldn’t see where the damage occurred in the video and none of their machines would do that. This crack is HUGE. There is no way it couldn’t be seen. I asked to talk to someone higher up than the manager at the O’Fallon location, and I have called and left several messages and not a single one has been returned. They refuse to take responsibility for the damage their car wash has caused and now I will have to pay at least $500 out of my own pocket. They have terrible customer service and do not know how to properly run a business.

  Business response

  07/18/2023

  Store management had reached out on 6/12/2023 at 10:20 am to let ******* know we would not be covering the damage due to the fact that we have nothing in our wash process that has enough weight or downward force in order to crack a windshield.

  We did review camera footage, but a crack cannot be seen. 

  Customer response

  07/18/2023

  Complaint: ********
  
  I am rejecting this response because:
  This damage happened on Sparkle Car Wash premises. It doesn’t matter that they “don’t have equipment that could cause this”, because it did. I should not have to pay out of my own pocket damages done by this car wash. If you look at reviews I am not the only person who has had the same complaint. Sparkle Car Wash has damaged other peoples vehicles as well and it seems they never take responsibility. It’s clear glass, they may not be able to see it on camera, but I IMMEDIATELY came back around to show them the damages. The owner of Sparkle Car Wash needs to learn how to run a business, and own up to it’s mistakes.

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

  Business response

  07/18/2023

  We stand firm in our stance that it is physically impossible for our wash process to crack a windshield. We have washed 100’s of thousands of cars since we opened our first site in 2018, and we have never cracked a windshield. We have taken responsibility on several occasions when our wash did indeed damage a vehicle. 
  

  we will not take responsibility for something we did not cause.  

  Customer response

  07/21/2023

  Complaint: ********
  
  I am rejecting this response because:
  Not according to your reviews. You absolutely caused this and it is unfair and unprofessional that you will not do the right thing. I see you will not take responsibility though, and I guess I am out $500+ dollars due to your mistake. I don’t care what you “think” the equipment will or will not do but I came in with a fully intact windshield and left with a massive crack down the middle. It didn’t magically appear. This is extremely upsetting and I will make sure to let everyone know to stay far away, unless they want hundreds of dollars of damage to their vehicles.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  11/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went therough their automatic car wash. At the end the air dryers blew apart my trim on the passenger side rear. I told them what happened and they did an incident report. A week later i got a call saying its their policy to not fix it and the assistant manager refused to let me talk to the owners. He also said he saw nothing on the cameras which i do not believe. They damaged my truck and refuse to do anything about it.

  Business response

  12/01/2022

  We have denied the damage claim due to the fact that there was damage to the customers weather stripping prior to entering our wash as you can see in the attached photo of his vehicle before he enters the wash.

  Our disclaimer signs posted before entering the wash state we cannot cover any prior damage.

   

  Our car wash equipment did not malfunction and we washed hundreds of cars on the same day with no incidents.

   

  For those reasons we will not take responsibility for any repairs to Mr. *********** vehicle. 

  Customer response

  12/01/2022

  Complaint: ********

  
  

  I am rejecting this response because: I know for a fact my truck wasnt damaged prior to entry. As my truck left the wash the weather stripping was hitting my window and hanging loose. Their equipment damaged my truck and they refuse to fix it.

  
  

  
  

  
  

  Sincerely,

  
  

  **** *********

• Initial Complaint

  10/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Destroyed my carTook my car through the wash on my way to a car meet and was forced into the back of the car in front of me. The car that entered before me did not follow instructions and put their vehicle in park. At the end of the wash, they were stuck. After realizing this, I began to sound my horn. The wash operator did not pay any attention to the accident that was occurring. Even after I had been forced into the back of this other car, the wash belt still moved. Additionally, the wash belt was left running so long that the car following me was also forced into the back of me. After arguing with the wash manager and regional manager for over a week, they refuse to compensate me for the damages they caused. 100% would not recommend using this Sparkle wash or any of their other locations.

• Initial Complaint

  04/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 23,2022 at approx 2:22pm I went through car was and upon exit I immediately noticed a cracked windshield. I filed an incident report just after exiting the car wash with the assistant manager **** who verified the cracked windshield. I was told a manager would contact me on 4/25/22. I was never contacted by the general manager and my phone calls were never returned despite messages at all 3 of their locations. On Friday 4/29/22 I stopped in at the location and requested to see video footage. It clearly shows that there was no damage upon entering the wash. The exit cameras are not as clear but there is a small line that indicates a crack as well as the staff that day of the incident verified the damage. I am looking to resolve this matter and have had no luck in reaching ownership.

  Business response

  05/02/2022

  I spoke to Ms. ******* on the morning of 5-2-22 and explained to her about how our wash process works, and offered to meet her at the wash to show her how the wash process works and how it is physically impossible for us to have cracked her windshield. We are denying any responsibility for the damage to her windshield.

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was hit in the Car Wash. The Car Wash let the person leave without obtaining any information from the person driving the car. The Car Wash is not trying to assume responsibility for my car being hit despite video showing my car rocking back and forth and appearing to be stuck, the car behind me being too close while going through the car wash. The Car Wash is claiming that I was on my brake as a reason that I did not roll off the conveyor belt. However, my car was rocking back and forth and I could not move until I was hit by the other vehicle. The video shows illumination on my car from the sun and not my brake light being on. The white part of my brake light was not illuminated as it would have been had I been on my brake nor was the center brake light at the top of the car. I posted about my incident on social media and was made aware this establishment has been having issues with the car wash shutting down, cars getting stuck and vehicles being hit. The person that hit my car was not insured; therefore the burden of repairs would fall on me. This would result in at least $500 out of my pocket and revenue lost for my business while the vehicle is being repaired. Using my insurance company could also ultimately result in a higher insurance premium for me and could be used to decide if my insurance company will decide to renew me. A no renewal would result in higher costs for me over the next few years. I am seeking a resolution of my car being repaired by the Car Wash.

  Business response

  04/22/2022

  We have denied this claim as the customer did not follow the instructions upon entering the car wash that tell customers to put their car in neutral and take your foot off the brake.  The customer had their foot on the brake of the car at the exit of the wash and this negligent act is what caused the incident to occur.  The customer has been shown the video of her negligence and the brake light is clearly illuminated at the exit of the wash in the video. 

  Customer response

  04/22/2022

  Complaint: ********
  
  I am rejecting this response because:
  There is video that shows my car is rocking back and forth as if my car was stuck. As in indicated in the officers report, my car did not become dislodged until. I was hit by the other vehicle.  The other vehicle never stopped or slowed.  Had someone been monitoring the movement, the conveyor could have been stopped and the collision could have been avoided. If this matter can not be resolved, reimbursement for repairs to my vehicle, I will not hesitate to ask the local news stations to investigate the mechanism of the car wash and look into the number of similar incidents that have happened at either of their facilities. I personally know of 5 incidents similar in nature to what happened to me and my vehicle. I am sure there are more. I do not want what happened to me to continue to happen to other people especially if the business is not willing to take responsibility when they know their mechanism is faulty. I can afford to pay for my vehicle and wait for reimbursement, but what if this happened to someone who can not afford to repair their vehicle?  Also with the amount of damage that occurred to my car would not have happened if the other car wasn’t moving at an accelerated rate on the conveyer built or again had they been monitoring the movement. 
  
  
  Sincerely,
  
  ****** *******

  Customer response

  04/25/2022

  Here is the video of when my car rolled through the car wash. It appears to be stuck on the mechanism.  The officer report by the O’Fallon police department also indicated the car was stuck and did not move until it was hit.

  Business response

  04/25/2022

  The video clearly shows the car is in park and/or the foot is on the brake.  When the vehicle exits the belt and front tire hit the pavement the wheels do not move or rotate at all. There is nothing for the vehicle to be stuck on at the exit of the wash.  When you watch the video and see the car moving forward the front tires do not rotate, this is indictive of the vehicle being in park and/or the foot on the brake.  

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