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Complaint Details
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Initial Complaint
09/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I pulled up and they accepted my money and allowed me to pull into the staging tunnel area where I was immediately directed and demanded the attention by the person pulling me into the tunnel in which I did there are no signs available to be seen during this time about older vehicles or anything also you already have my money so as going through the car wash I hear a noise seen that my roof / windshield trim is completely bent metal now and ripped from its holding pins as soon as the dryer shut off I immediately pull around you'll see on the cameras and talk to a manager who was kind I was kind and also five other people stopped and asked did the car wash do that and I said yes it did and they said well that's a scary sight anyways I've been waiting and also filed a claim and was obviously denied because that's what crew Car Wash does they just immediately deny all responsibility they did not offer to pay for the part and or help me out in any kind of way
Business response
09/23/2024
Response is attached.Customer response
09/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
******* *****Initial Complaint
09/03/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On 8-24- 2024, I purchased a crew car wash at ****************** then went through car wash. As my car exited, I saw a large front window shield crack. It was not there when I entered. I returned to see manager and file a claim. The manager pointed at a large pebble or rock impact point. I clean my window shield every time, I fill with gas and it was not there before entering. I was told Crew would look into and contact me in 5 business days. On the 5th day, I received any email stating the defect was there before entering car wash. I called ********** to ask for photo proof, they had none to share and stated a pre-existing defect was reason and rudely declined my transfer to CEO office. They said to file claim with my insurance company. I did, with my $250 deductible, it cost me $410 to replace at ********. They owe me $410.Business response
09/12/2024
Response attached. Thank you.Initial Complaint
08/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 8/11 @ crew carwash My windshield was completely cracked too to bottom from extreme heat to cold water I filled a claim with crew car wash and was issued a claim number #R81850 With instructions to wait until up to 5 business days or by fallowing Friday Friday came and around 430 pm I decided to call and fallow up At which time they informed me that they declined my claim This vehicle was absolutely in pristine condition prior to said wash So now I'm stuck with $400 windshield replacement bill *** being a disabled single father this is very inconvenient for me and my daughter Please help me in this matter I just bought this vehicle 7-31-24! I'm %1000 sure there was NO CHIPS OR ORE EXISTING CRACKS IN THIS WINDSHIELD AND Am extremely disappointed in the lack of empathy from crew carwash on us 31 & ****** ave! Please help me remedy this situation Thanks ************************************* ************ cell#Business response
09/12/2024
Our response is attached. Thank you.Customer response
09/12/2024
I'm disabled and am having much trouble navigating my receipts
For the $400 replacement windshield & $50 dollar visor tint
Not to mention the$17 I wasted for the initial wash where incident occurred
Customer response
09/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]I'm disabled and am having much trouble navigating my receipts
For the $400 replacement windshield & $50 dollar visor tint
Not to mention the$17 I wasted for the initial wash where incident occurred
Regards,
*****************************Initial Complaint
07/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I went through crew car wash on Friday July 7 2023. I exited the car wash to find my windshield cracked top to bottom.I immediately filed a claim they took pictures and then I waited a week they told me that it was denied because there car was is to clean cars not damage them makes no senseBusiness response
08/07/2024
Please see the attached picture showing this crack originated from a rock impact at the top of the windshield. I've also included a picture of our liability disclaimer sign posted at the entrance of the carwash.
Thank you,
Crew Carwash, Inc.
Initial Complaint
06/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I currently have monthly membership with crew carwash which I pay ***** month which i been member since 2017 on June 16,2024 I went through the wash as I got out to purchase gas i notice long deep cuts into my right lower bumper with red fiber sticking out I then reported the issue to crew within 48hours because i got the car wash late that night and I didn't notice the damages until the next 5am in the morning while getting gas on June 18 a report as filed at the **** location with report number ***** on June 24 2024 I got an email denying my claim stating they were not responsible for the damages.Business response
06/27/2024
Our response is attached.
Thank you,
Crew Carwash, Inc.
Initial Complaint
06/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was giving a incident report at the location for the damage that was done to my vehicleBusiness response
06/13/2024
Please see the attached response.Customer response
06/14/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
*****************************Customer response
06/17/2024
I will accept the offer of the $50 but I'm not pleased with the outcome of this situation please send me a $50 check to my address on file as soon as possibleInitial Complaint
06/05/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On May 29th, 2024, I went through the automated wash and pulled over to wipe off extra water marks on my ********************************************* late March 2024. Upon wiping it off, I noticed a massive scratch on the front hood, following the same pattern at which the long strips of fabric in the wash move amongst the car (not like standard swirls youd expect from automated car washes). This scratch was not here prior to the wash this day, as I regularly wipe the car off after getting a carwash and wouldve noticed a scratch of this magnitude. I went to ask for a manager and he told us it looks like you ran into a ****, this doesnt look consistent with what we see in damages, but I can get the paperwork. The scratch in question follows the full length of the hood, from the Kia **** to the windshield in a swirling manner. The manager took pictures of the scratches but didnt show them to us to demonstrate that he actually captured the extent of the damage. I then received an email that said they had reviewed footage/pictures and the damage wasnt consistent with what theyve seen before and so they claimed they arent liable. I then received a phone call (accidentally, as the representative was trying to call someone else) and had a conversation with the rep who explained exactly what they normally see in damages, with his explanation describing the exact scratches on my hood. They also said that we were the only complaint that day, so it couldnt have been their fault. They refuse to show the pictures that they submitted or footage of my car before entering the carwash.I pay for 2 ultimate carwash passes at Crew monthly and have done so for many years. Its very frustrating to have a brand new car and utilize a service only for it to be immediately ruined by something Ive loved using for many years.Business response
06/06/2024
We will have an Area Director contact ********************** to set up an in person meeting at the car wash.
Thank you,
Crew Carwash, Inc.
Initial Complaint
05/27/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Starting off, Ive been a member on their unlimited plan for quite some time now, frequenting washes once or twice a week with no issue/damage prior. On May 21st I took my vehicle through their Carwash on ***********. I went through the wash and while in the dry tunnel-a trim piece was torn/blown from my rear passenger side window. The manager on staff was very kind and helpful when filling out paperwork and reviewing next steps. This manager went into the dry tunnel to retrieve the trim piece and (unfortunately) admitted guilt of the wash. A week later- I received an email stating that they reviewed wash footage and it stated we can see this piece is fully attached to the vehicle until it enters the blower room. Half way into the drying process, the piece simply blows off the vehicle. - following this they try to blame this on a vehicle defect as its a newer model year after admitting what was previously stated. Thats one way to get out of paying a claim. Upon checking with the manufacturer they have had no other reports of this issue- therefore its not a warranty claim.Business response
06/04/2024
Please see the attached document with details about this defective Kia ********* window trim.
Best regards,
Crew Carwash, Inc.
Initial Complaint
04/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
April 20, 2024 my car was damaged going through Crew Car Wash. The car wash completely tore off my back bumper. I filed a report with them.Today, April 29, they inform me that my bumper was misaligned and they are not liable for the damage. They should repair my car.Business response
05/03/2024
Please see the attached pictures showing this bumper was damaged and misaligned before entering the car wash.
Best regards,
Crew Carwash, Inc.
Initial Complaint
04/29/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I entered crew carwash on 4/6/2024 and was immediately alerted by my vehicle when the front of the vehicle behind me struck my car. The upper management has been nothing but unreasonable and they claim that the damage on my premium suv was prior damage. I received a quote to repair my vehicle and crew carwash management keeps coming up with new excuses on how they are not liable for the damage. I asked my quote to be paid and crew was fighting over the phone to say this is not their fault. The vehicle behind me at the scene was too close on the error of employees. **** also claimed they would send me a payout but did not disclose how much. After a week late I received a payment of $200 because of their good will which will not even cover any of the repair cost. This accident is their fault and they are avoiding it at any and all costs.Business response
05/10/2024
Please see the attached response.
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Contact Information
Customer Complaints Summary
82 total complaints in the last 3 years.
25 complaints closed in the last 12 months.