Complaints

• Initial Complaint

  01/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been with crew car wash for years and my husband has a monthly membership. I had recent body work done on my car and after I used the crew car wash in ************** ******* on 1/6/2024 I noticed paint was chipped off of my hood and was not there prior to washing my car there. I would like my damages repaired as I stated I have just gotten body work done plus paint. Do the right thing and hold yourself accountable for the damage done to my car. Denying my claim is pretty crazy to me, especially when I noticed immediately. I also want to state that your car wash never really cleans anything and leaves things spotty and streaky. Do better.. your customers deserve that much.

  

  Business response

  01/10/2025

  Our response is attached.

  Customer response

  01/10/2025

  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

  01/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Broken windshield after going through there car wash and an incident report was filed right after the wash with the manager. I was contacted by email from corporate stating it wasn't there fault. I know for a fact there were no blemishes or anything wrong with my windshield before I entered.

  

  Business response

  01/02/2025

  Our response is attached. Thank you. 

  Customer response

  01/03/2025

  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. 
  I've got pictures of the car before the wash too. Also that is the double sided sticky that's on the back of the rear view mirror. I want something out of this or I'll make sure my attorney files and we go to small claims court. Also I never seen any signs stating any of the descriptions they have in there pictures. 
  
  Regards,
  
  ***** ******
  

  

  Business response

  01/06/2025

  Response attached

  Customer response

  01/06/2025

  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. Ill again note if you look at the pictures that they're showing it is the pictures after the wash where it was cracked. Before the wash there was just the double sided sticky that has a bubble in it from the rear view mirror being mounted. Under any circumstances me nor any of my family will be back to the location bc they're a joke. Any damages done on anyone's vehicle they should be held accountable for. It happened at there wash location therefore it's there fault. That's why they have liability insurance to cover instances like these. You've lost and will continue to lose customers after this. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  12/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 12th I purchased a subscription plan to crew car wash for $39.99 a month. My first time using the car wash, while going through the first half, the overhead brushes started to wash the front hood of the car, and something hit my windshield and cracked the windshield. I immediately upon exiting the car wash notified the manager and filled out an incident report. I then was met with a denial letter by the company due to them saying that there had to be a prior imperfection because there is no way the car wash could crack the windshield as it did. I know for a fact there was not a crack before. When I reached out to the customer service team to dispute their decision I was met with nothing but grief. It is very sad to see a multi- million business not take accountability for their responsibilities. It is also sad to see that this is the main complaint on the BBB yet they still have an a+ rating.

  

  Business response

  12/24/2024

  Our response is attached. 

  Customer response

  12/24/2024

  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,
  
  ***** Key
  

• Initial Complaint

  11/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife took her 2020 ***** CRV-EX to Crew Carwash on Oct. 22, 2024 and while in the car when it was going through the wash area the overhead brush that washes the roof of the car came down and cracked the front windshield. The staff at the car wash accepted no responsibily for damaging the windshield and instead blamed the damage on an existing imperfection in the glass and said the windshield was of inferior quality. Crew Carwash customer service refused to do anything to fix the problem so left us holding the bag if you will.

  

  Business response

  11/15/2024

  Our response is attached.

• Initial Complaint

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 7, 2024, I took my vehicle through this car wash, and my windshield cracked during the wash. I immediately filed a customer incident report and was assured that I would receive a response within five business days. Instead of a resolution, I received an email denying my claim, with the business stating they held no responsibility for the damage.I called to discuss my case further with a claims representative, hoping they would take a fair look at the situation. However, they again denied responsibility, even speculating that there was pre-existing damage to my windshield. This felt dismissive, as I am meticulous with my vehicles maintenance, and there was absolutely no prior damage before entering the wash. I believe its reasonable to assume that something within the car wash caused this crack.The lack of accountability from this business has been disappointing. With no support from them, I had to file a claim with my insurance to get the windshield replaced. Unfortunately, this also meant losing my no claims discount and an increase in my premiums. The total replacement cost was $1,096.72. Im frustrated by the financial impact this will have, especially since I am confident the damage was caused by this car wash. I expected this business to stand behind their service and take customer concerns seriously.

  

  Business response

  11/04/2024

  Response is attached.

  Customer response

  11/06/2024

  Better Business Bureau:

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

  Regards,

  ***** ******

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited Crew Carwash on ******** Downtown as I normally do and came out with a cracked windshield. I immediately requested a manager and took my own pictures. The young lady apologized and took her own pictures and had me complete an incident form. She said I would receive a phone call in 2-5 business days and I did not. I had to call them and customer service did not have my claim nor any pictures. She requested that I send my own and she contacted the location for the form which they had. Less than ****************************************************************************** defect which how would they know when they didnt complete a proper inspection. They also said their wash system is designed not to cause damage which is also false because my vehicle has several scratches from going through their wash. I dont feel a proper inspection was done and this was not handled efficiently or effectively. Why have a claim form if theyre just going to deny it? I pay $34.99/month for unlimited washes and should be reimbursed something for this if they really care about their customers which it doesnt appear they do.

  

  Business response

  11/04/2024

  Response is attached.

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited the Crew carwash at ************************************************************** Wednesday, October 23rd. I paid for the basic car wash. I heard my windshield crack. When exited the wash, I pulled around and spoke to the manager. After looking at the windshield, he confidently said that if a windshield is going to crack from our wash, that is exactly what it would look like. He stated they are taught that in class during the hiring process. He was highly confident that it would be replaced at their expense but did say he couldn't guarantee that corporate would replace it. He took a few pictures of the cracked area and noted no visible signs of an impact point or an existing chip. I received an email from the claims department on Monday, October 28th, stating, "After carefully reviewing your claim, we have determined your vehicle's cracked windshield is not a direct result of your recent visit to Crew." I called the customer services line to discuss this decision and to determine what type of investigation they performed. The customer service representative I spoke with said the team reviewed the information provided by me and the manager on duty, watched the video of my wash, reviewed the pictures taken of the cracked area, and checked to see if anyone else reported a problem that day. She said by reviewing all of these, they determined my "windshield with an existing imperfection, defect or inferior quality glass goes through our carwash, there is the potential for a crack to form." I asked her how they could determine this from 2-3 pictures taken from a phone and a video of the wash. I offered to bring my care to them so they could show me the exciting imperfection. She refused and said that there were some imperfections and chips you couldn't see. I am trying to understand how I can show up for a car wash with a perfect windshield, leave with a cracked windshield, and have them not replace it. All the reports on this site show that this is an issue with Crew.

  

  Business response

  11/04/2024

  Response is attached.

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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,
  
  *****************************

  
  

*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. ↩