ComplaintsforThe Tube Car Wash

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The carwash ripped off my fender flare and they claim it's a modified part even though it's a factory painted flare and was in perfect condition. They said they aren't responsible. Don't go to this carwash if you value your vehicle.

  Business response

  07/11/2024

  Dear ************************, 

  Thank you for bringing this matter to our attention, we understand this is a very frustrating situation. 

  As explained to you in the meeting with *****, owner of The Tube Car Wash, and the **** Body Shop Manager, the part that you indicated was broken was an after market or modified part of your vehicle. As explained on our pre wash signage, and in the response letter submitted to you from our Regional Manager, The Tube Car Wash is not responsible for non-factory or modified parts on vehicles. 

  We assure you that The Tube Car Wash is very safe to use, and our team is very diligent in protecting and maintaining both the car wash equipment as well as our customers' vehicles. We appreciate your understanding, and look forward to serving you again in the future. Please Note: after meeting with ************************ in person, at the body shop, an agreement was made that The Tube was not at fault. ************************ recognized this, and everything is resolved at this time. 

  Thank you. 

  Customer response

  07/12/2024

   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.

  
  

  Thank you.

• Initial Complaint

  06/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 29th, 2024 I spent $18 dollars on a car wash. I Just purchased the vehicle I took on April 20th, 2024. I do have pictures of the vehicle before it went through the car wash. While inside the wash, my passenger side mirror somehow got the back portion of the cover taken off. I spoke with someone and filed a claim. I never heard back from anyone. I emailed the general manager and no reply. This is my new car and there was no damage to it before entering the carwash. I just want it fixed.

  Business response

  06/25/2024

  **************, 
  
  It has come to my attention that you did not receive the intended response to your Customer Claim Report. We apologize for the inconvenience. 
  
  Thank you for notifying us of the recent incident at The Tube regarding your vehicle. We appreciate you bringing this matter to our attention and completing the claim form necessary to review this matter and process your concern. 
  
  We will be happy to work with you to make the necessary repairs. You may solicit your own replacement estimate (e.g., via car dealer/other repair shop) and present it to us for consideration. When the estimate is approved, and work completed, The Tube can pay the repair shop directly or for any out-of-pocket expenses. 
  
  Thank you for choosing to wash your vehicle at The Tube. We apologize for any inconvenience and look forward to serving you again in the future. If you have other information to share related to this incident or wish to discuss it further, we are happy to do so. 
  
  Thank you, 

  The Tube Car Wash 

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 25th, 2024 I paid $14.00 for a car wash and ceramic coating. While going through the wash, my rear bumper was ripped off, my wheel well was bent, and the brackets for my bumper were ripped off. After filing a claim, I was told the claim is being denied due to "prior damage" to my bumper. Images were included with this email that show what appears to be either a rub mark or a reflection of light on my bumper. Aside from this blatant damage to my car, the car was not cleaned and one of my car stickers were also taken off of my car which tells me that the wash was not at all gentle on my car.

  Business response

  06/16/2024

  Dear *** ****
  Thank you for notifying us of your recent incident at The Tube Car Wash regarding your vehicle. We understand this kind of situation is frustrating for you, and we appreciate you taking the time to bring this matter to our attention and complete the claim form necessary to review and process your complaint.
  

  After investigating your claim, and reviewing our security system, we found that your back bumper was previously damaged before entering the car wash. For this reason, we feel we are not responsible for this claim. We have attached pictures for you to review, which show the front corner of your rear bumper was pulled away from the body of you vehicle. We want to reassure you that after washing hundreds of thousands of vehicles at our wash, our equipment has proven to be very safe to wash vehicles with.

  If you are still unsatisfied with the quality of you car wash, we would be happy to discuss re-washing your vehicle or issuing you a single wash refund for your visit on the day of your claim. Thank you for choosing to wash your vehicle at The Tube. We apologize for the inconvenience and hope to get the chance to serve you again in the future. 

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Wednesday February 7th **** I decided to go get a carwash for the first time at the tube car wash on Lima and ****** ** *************** *******. About half way through the wash something pulls off my rear bumper, they stopped the car wash and insisted to put it back on INSIDE of the car wash, I told them to leave it off or let me help, they just proceeded with putting it on and during that they broke many of my bumper clips and scratched my paid very badly, yes there is a sign that says they are not responsible for my car damages but thats for the car wash not the workers, there were 2 managers putting it on and they were very horrible customer service. After I drove out of the car wash I called them to file a complaint and damage report, the manager forgot to hang up to the pine so I sat and listened to the conversation they were having about me, they said do not give him any phone numbers and it is all his fault, we are blaming him for all the damages and more, they were all up in my face and very rude, they were yelling at me for something they are responsible for, it was the worst customer service I have ever had in my life. I really hope I get more then just a refund, I paid $16 for a car wash and non of my car got washed, they tried to say nothing even touched my bumper to make it fall off but I was in the middle of the car wash when it happened, they were not very smart with how they were treating me. They were very very disrespectful and nobody should ever be treated like that, I want them to pay for the damages of my bumper!

  Business response

  02/12/2024

  Dear ******************,
  Thank you for notifying us of your recent incident regarding your vehicle at The Tube Car Wash. We appreciate you bringing this matter to our attention and completing the claim form necessary to review this matter and process your complaint. 
  We apologize for the inconvenience during your visit and understand that situations like this are frustrating. We also apologize for your explanation of your customer service experience, as we pride ourselves on providing industry leading customer experiences at both of our car washes. We will use your feedback as a coaching opportunity. Furthermore, we understand your concern about your wash payment and will send a refund check for $16 to the address you provided in your claim submission.
  After washing hundreds of thousands of vehicles in our car washes, our system has proven very safe. We have taken several safety precautions to ensure our customers can enjoy their experience when visiting The Tube, while following our safety guidelines. After investigating your specific claim and reviewing our security system, we found that your rear bumper had pre-existing damage and was not clipped in securely before entering the wash process. Subsequently, the damage claimed happened because of this previous damage. Per our prewash signage, we are not responsible for previously damaged parts. For this reason, we are not responsible for this claim. We have attached pictures for your reference.

  Customer response

  02/13/2024

   I am rejecting this response because:
  
  The car wash was yes the one that tore off my bumper but that was not the reason it broke, the reason it broke was because of ***** and **** the 2 manager who insisted to put it back on in the wash. I told them not to but they still proceeded with it, they are the ones who broke my bumper and if I have to *** them I will, OR PAY ME THE $200 I paid to get a new bumper. Be responsible for your employees actions

  Business response

  02/18/2024

  Thank you for your response. We understand this is a frustrating situation for you, and we are sorry you disagree with our response. We have thoroughly investigated the claim and stand by our response of not responsible. 
  Unfortunately, entering the car wash with a previously damaged bumper is what allowed the bumper to be partially removed in the wash. 
  

• Initial Complaint

  01/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I used the manual cashier on 01/21/2024 to purchase a car wash (1:19 PM, The Tube Car Wash #2, ***************). The cashier accepted my **** card, and charged me $14.00. Cashier 1, Shift 1, Empl ****, Sale # ***********. After giving me the receipt, the cashier told me that they were having some problems, and it might be a few minutes. After waiting for 35 minutes, I asked the cashier for a refund. She left the area for about 10 minutes, and then someone else came to the register/ I asked this person for a refund and stated that I was tired of waiting, and this was not right. This person asked for my receipt, which I provided. He turned away for a minute and said "it's refunded". I thought it was odd that he never asked for my credit card in order to do the refund - so I asked him for a receipt. He said "we don't give refund receipts, it will be credited to your card in 2 to 3 business says". I waited 5 days, and checked for a refund on my **** card and there was no refund issued. It appears the person 'LIED' that he was issuing me a refund, as there was no refund issued on my **** account. This would seem to be a direct violation of Credit Card policy.

  Business response

  02/05/2024

  Good Afternoon, **********************. We apologize for your experience during your visit on 1/21/2024. We had an unfortunate and unplanned electrical issue that the team had to troubleshoot and address. Although the team addressed this situation as quickly as possible, we understand it was an inconvenience for our customers and apologize for that. We did check our records and found your purchase made for $14 on Sale #***********. We also see that your charge was voided by the team, not refunded. The difference between these to functions is that void deletes the sale from the system and removes the wash from the queue which should make it like it never happened. Although it will likely show on most bank accounts as a pending transaction, it shouldnt be charged to or removed from the actual account. In our system, a void does not print off a receipt, which is why we did not have this when requested. This void process usually takes 2-5 business days, although it could take longer depending on the bank. A refund would have charged the card $14, and then you would see $14 put back into the account.This is not the function used during your visit, which is why there was no receipt for the transaction. At this time, you should have seen the $14 pending transaction drop off your account. If this is not the case, we would be more than happen to continue to troubleshoot and refund your $14 if still necessary.We by no means meant to confuse the situation further and slow down this process and again apologize for your experience. We will continue to coach our staff how to navigate situations like these, to better serve our customers. We appreciate your patience and look forward to serving you further in the future. 

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of transaction 11-10-23 at 5:19 PM Paid $34.00 for express Unlimited car wash The wash cracked my windshield on the passenger side Contacted Tube Cash wash #1 on ******************* report was made same day of service Sale # *********** Sale Appr # ****** Spoke with ***********************, District Manager on Wednesday *****. Told him what happened to my car, he said after seeing pictures of it, he thought it was my wiper blades that cause the crack. I said no that wasn't the case. We made an appointment for him to see my car next day. He then accused me of taking the highway. I told him no, I go through town.....I take ***************** to Bass to ********************* to ****************** Then he said my car wash didn't do this; but it did. This was my first time using Tube Car Wash, I've never been there before. I was told by a friend of mine that uses them that they have unlimited car washes and that's what I was use to with ********************** for years. After purchasing a car from a different dealer I can no longer use ****** and I don't want *****. I haven't been back to The Tube Car Wash since my windshield is cracked awaiting for them to make it right. I ask ***** when will I hear from him again, he said the internet is down right now but I have his number. I didn't hear anything from him Friday or weekend giving him time. I tried calling him Monday morning but his vm was full and could not receive messages. I have been trying to resolve this for weeks now but still nothing from them. They don't take care of the customers like they should nor do I fill they value them. I'm not a person who try's to get something for free, I never have been ( I work for a living and been on my job for over 30 years now) I just want car fixed like it was before I came to The Tube for a wash. My friend referred me to them and I trust them because they are car people, they restore classic cars. P.S. I do still have my receipt.

  Business response

  12/06/2023

  ************,
  Thank you for notifying us of your recent incident regarding your vehicle at The Tube Car Wash. We appreciate you bringing this matter to our attention and completing the claim form necessary to review this matter and process your complaint. We apologize for the delay you experienced in your claim; we strive to communicate back to our customers as quickly as possible. As explained on the call, there was information missing on the claim submitted, which delayed our response until I was able to reach you by phone.
  I also appreciate your agreeing to my invitation to meet personally at our ******** Road location to give me a chance to review your concerns in person. When meeting at the car wash, you and I inspected your windshield and felt the crack in your window, and I explained that I thought the chip in question was caused by something such as a rock or some debris on the road. Furthermore, I explained that the only things that contact your vehicle in the car wash are microfiber cloth, soft cloth, foam, water/soap, and air from our blowers, which are very safe for your vehicle and could not cause a chip in your windshield. We safely wash hundreds of thousands of vehicles a year, have safely washed over a million as a company, and have never chipped a windshield.
  During our meeting, you also indicated that your claim was not submitted right after your car wash and that damage was only found later that evening after you left the car wash and drove home. This led us to review our cameras further which confirmed our judgment of not responsible. The security footage showed  that when your vehicle left the exit of the car wash, there was no crack present on your windshield. This indicates that the crack happened after leaving The Tube Car Wash property.
  Thank you for choosing to wash your vehicle at The Tube. We apologize for any inconvenience and hope to serve you again in the future.

  Customer response

  12/06/2023

   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.

  
  

  Thank you.  

• Initial Complaint

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used the Tube Carwash in September of this year. When I was inside the carwash, the car in front of me had stopped moving. I kept getting closer and closer. I put on my brake, which didn't help because the belt kept moving. Just as I honked my horn to raise awareness, the belt stopped moving. But it didn't stop in time for my car to NOT hit the car in front of me. I exited the carwash and drove back to the customer service window. I told them what happened and they took pictures of my dented bumper and took all my contact info. When I finally heard from them they said they would do anything to help with the repair process. Well, that is NOT what they did. They said it's not their fault that the person in front of me didn't leave. I filed a police report and have been working with a FWPD Lieutenant on getting it resolved. He watched the video many times and feels that it is the fault of the carwash for not having an employee paying attention to what is going on inside the carwash. Even though The Tube knows what the police said, they still won't make it right and pay for my car to be fixed. There are safety precautions in the carwash that were not followed. Now I'm responsible for fixing my own car which will raise my insurance rates. This was my first experience with The Tube as I normally go to ****'s Carwash. It's obvious that they don't really care about their customers. To make it "right" I was offered a free carwash!! How insulting. I have thousands of dollars in damage to my car and they want to give me a free carwash!! Save your self a LOT of frustration and money by using ****'s Carwash and NOT The Tube. All I want is my car repaired!!

  Business response

  12/20/2022

  This letter is a notice of our denial of your claim against The Tube on Lima, LLC, doing business as The Tube Car Wash, for the damages caused to your vehicle on September 8, 2022 . You indicated that you believe the driver in front of you (with whom your vehicle collided) was likely looking down, possibly at his phone, and not paying attention at the exit. Our video cameras corroborate that the driver failed to exit the wash as directed by our automated sign (i.e., RELAX vs. GO). Furthermore, you indicated that the wash did in fact come to a stop after our team engaged our safety emergency stop. Our videos cameras also show that all safety precautions in place, loading instructional signage, exit instructional signage, and our emergency stop functions, were functioning during this time and were all engaged properly. 
  
  We understand that you are looking to have your vehicle's damage repaired - a position we both share. However, the law and our insurance company will not allow us to file a misleading claim. A person who knowingly, and with intent to defraud an insurer, files a statement of claim containing any false, incomplete, or misleading information commits a felony. We by no means meant our free car wash as an offer to compensate you for the damages occurred, but only to ease your mind about the safety of our car wash. We safely wash thousands of customers every month and feel confident we will continue to do so. 
  
  In these situations of a collision on private property between two vehicles, the proper course of action is for the two drivers to exchange insurance information and have the issue resolved by their respective auto insurers. In this situation, that was not possible since the other driver left the premises without stopping, knowingly or unknowingly. For this reason, we encouraged you to file a police report for a situation involving leaving the scene of an accident. Further, we have recommended that you notify your insurer of this incident, and they determine that you are not responsible, the typical course of action for them is to pursue a third party to recover any claims paid to you for such damages, often called third-party liability or subrogation. This recommendation was made so that they could help find the person at fault, not to have them cover the cost or raise your insurance rates. We apologize for the inconvenience that you have had from this accident, and as promised in prior conversations, The Tube on Lima, LLC will cooperate with the investigation(s) by your insurer and the police department. 
  

  Customer response

  12/29/2022

   I am rejecting this response because: 
  I am rejecting this denial letter for several reasons. You said in the first paragraph that I told you the person in the truck in front of me was looking down.  That is true, I did say that when I first went back to report the accident.  That doesnt change the fact that an employee should be watching what is going on inside the carwash. Its not MY responsibility to know what is going on with other vehicles. I honked my horn and this is what caused your worker to stop the belt. Had they been doing their job and watching what was going on, this wouldnt have happened.  The fact that you claim no responsibility for this is beyond my comprehension.  Im the only one NOT at fault, yet Im stuck with the bill.
  
  Also, you are stating that Im knowingly and with intent to defraud an insurance company, asking you to file a claim.  That is the most ridiculous statement Ive heard yet.  I have done nothing wrong and even have the **** agreeing with me AFTER seeing the video you sent. You should read your ****** reviews because there are a LOT of people in the same situation as me.  Filing a claim with my insurance will raise my rate.Filing a claim with YOUR insurance is the right thing to do.  I do have a police report and have given you that number.  Im working with Lieutenant **** ************ / Control # **F-103944.  Feel free to call him. He would clear this whole thing up.
  
  

  Business response

  01/10/2023

  Good Evening ****************,
  
  In order to move your claim in a positive direction and continue in the investigation process, can you please provide us with two quotes for the repair of your bumper? We recommend either using a dealership repair shop, or ****** Collision and Glass because of their 7 convenient locations in ***************. After receiving your quotes, we will follow up with the direction of your claim. We appreciate your patience during this process and will continue to assist you in this process where possible.
  
  Thanks,

  Customer response

  01/17/2023

  I am rejecting this response because: I got an estimate from *****************. Its $609.89 and I sent the quote to *****. I tried to make an appointment at ****** as well. They are so booked up that they wont even do an estimate unless its for an insurance company.  Im very confident the dealership would do a good job.  ******************* at ***************** Collision is who did the estimate. His # is ************. His email is ************************ I will also call ******* or ******** to get another quote.  I can't take more time off this week to *************. But I will do it next week.

   

  PS-I didn't want to accept and close this complaint until I know my car will be fixed.  Thank you so much for working with me on this. 

  
  

*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. ↩