Complaints

This profile includes complaints for Simoniz Car Wash's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Simoniz Car Wash

  14 Summer St Ste 302 Malden, MA 02148-3994

• 

  Simoniz Car Wash

  2502 W Davis St Conroe, TX 77304-2024

• 

  Simoniz Car Wash

  5008 Fairmont Pkwy Pasadena, TX 77505-3726

• 

  Simoniz Car Wash

  7920 Highway 6 S Houston, TX 77083-3323

• 

  Simoniz Car Wash

  4420 Panther Creek Pne Spring, TX 77381-2798

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:05/20/2023

  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.

  On May 18, 2023 I was getting my 2016 **** mustang washed through their automatic washing bay at place of business in question (I have a membership) and upon exiting the bay a worker stopped the automatic wash and advised me that my bumper was on the ground. As I exited my vehicle the manger was approaching and told the workers to tape my bumper up and instructed me to drive my car to an open stall. The manger and myself went inside to file the complaint and look at the video. After reviewing the video and admitting fault my car was towed to a local auto body shop and I was taken to a local rental car company to retain a rented vehicle at the businesses expense. To my surprise after assuring me that they would pay for all expenses associated with the damages to my vehicle they called the next day and told me due to the auto body shops assessment of my vehicle being unfixable they would not be able to pay for repairs, I needed to return the rental and call my auto insurance provider. I have pictures of the damage that they caused my vehicle and they have the video showing them at fault. The manager even admitted nothing was wrong with my car before going in to the bay as she was the attendee who registered my car in for that particular wash. I also have a membership where I get my car washed ever other day and have had several subscriptions to different car washes and never had a problem with my vehicles rear bumper. I am requested that this company fix my vehicle and compensate me for any and all losses associated with this unfortunate event including but not limited to loss of wages, mental and emotional distress and my premium being raised on my insurance.

  Business Response

  Date: 05/22/2023

  The consumer came into our wash on Thursday May 18, 2023 at 2:59 P.M. with his 2016 black **** Mustang.  The consumer washed his car with ************* Exterior #1 account that was opened on March 3, 2023.  

  The consumer is correct, the bumper was removed from the vehicle during the car wash. At that time we were unaware of the preexisting damage to the vehicle.  Our Manager viewed the video with the customer and agreed, it did not appear to be damaged when entering the wash.

  Believing we were at fault for this claim we immediately helped the customer. The customer stated his wife's vehicle was recently repaired by a shop and he would like to bring the car there. By 4:30 PM we had placed the customer in a rental car, again believing we were at fault for this damage. 

  On Friday May 19, 2023 I received a call from the repair shop. They informed me that they are unwilling to repair this vehicle as it was previously damaged and the bumper was held on with a zip tie.  The zip tie was under the bumper and still attached to the vehicle.  Our Manager was unable to see it. However, the repair shop had seen this along with other repairs that were not done properly to the vehicle. The shop also mentioned the quality of work that was previously performed was not good and sent the attached photos. 

  I called the customer on Friday May 19, 2023 and explained the information above. He disagreed and stated that he had owned the vehicle for years and the bumper had never been replaced.  I let the customer know The CarFax Report shows he had recently purchased the vehicle on February 14, 2023. The customer then stated it was his mothers car and yes, they changed the rear bumper but it was not held on with a zip tie. I informed the customer on Friday, that the repair shop would like his vehicle removed from their property by Monday May 22, ************************************************************************************************************************************************************* secured properly.

  Since his vehicle is not able to go through the car wash, we cancelled his account and refunded him. We did not cancel or refund the customers second account. 

  The customers request are denied, we will not be repairing his vehicle as the damage was pre-existing. 

• Initial Complaint

  Date:03/20/2023

  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 took my car in for an oil change, at the Sparkling Image Car Wash at *********************************************************************** and part of the service was a free car wash. When they ran the car through the car wash, they broke the rear spoiler on my vehicle. After reviewing their own video footage it was determined they did cause the damage and accordingly they wrote an incident report acknowledging they caused the damage. I was directed by the service manager that moving forward I would have to deal with the corporate office directly and so I did. The person I was communicating with at headquarters was **** at ************. She asked me to get two different estimates for the damages and submit them to the service manager at the car wash in ****************, and when I went in to give him the estimates without even looking at them he told me that corporate has already denied my claim because my car was to old and that they weren't going to pay for any of the damages that they caused. I called **** at headquarters and she confirmed that they denied my claim, quoting some excerpt form the internet (not an official ***** document) saying how that particular part is prone to damage. Again that was not an official ***** recall or a statement with winch the ***** dealership agreed, so long story short I was left on the hook for a $750 repair in order to bring my car to the condition it was prior to taking it to the car wash.The service manager was very rude from the beginning as if it was somehow my fault that they damaged my car, **** was nice initially and it sounded like she was trying to help me until she denied my claim at which point she became very dismissive as well, overall I was treated horrible and this place just does bad business !

  Business Response

  Date: 03/21/2023

  The customer called me at 12:46 on January 30, 2023.  His voicemail (attached, not sure if you will be able to play it) stated that he did a Incident Report with the manager and he has the 2 estimates. 

  I returned the customers call at 4:40 January 30, 2023 and left him a voicemail stating he would need to get the estimates to the manager at the car wash and if he had any questions to call me. 

  I received another voicemail from the customer on February 2nd, 2023 stating his claim was denied because the age of the vehicle and there is a TSB from ***** that is found on the ***** website.  There is a problem with the way the part was secured to the vehicle.

  Neither I or the manager told him to get the estimates. His Incident Report was marked Under Investigation by the Regional Manager. 

  Our Regional Manager reviewed the claim, the video and the ***** reports and have denied the claim. 

  Customer Answer

  Date: 03/22/2023

  Hello,

  First off thank you for your prompt response, however the summary of our communication which you have provided in a way of response does not in any way resolve or address my complaint. Also you stated that neither you or the manager requested the repair estimates, which is not true because the store manager told me to follow the instructions on the incident report and they very clearly state that I would need to acquire them in order to move forward with the claim. Regardless that's beside the point, the concern I have is that you pointed to the **** warning as the reason for denying my claim, but I do not agree with the premise of your position because it is under the assumption that because some cars might become compromised - my car is automatically one of them, and although that is very convenient for you, it does not make it true. As far as I am concerned, you are entitled to your opinion however that does not make it a fact, and it is not fair to make that assumption because the only think we do know for a fact is that my car was not damaged prior to entering the car wash, and that it was damaged after leaving it! Also the report that you based your decision on talks about a thin strip of double sided tape that can become compromised and could potentially cause additional road noise, and again, you assume that this this strip of double sided tape was suppose to prevent the damage from occurring, and very conveniently forgetting the other SIX (6) heavy duty steel bolts that are holding the particular part that was damaged in place.

  As I stated above - your response did not even attempt to address my concerns and therefore I stand by my original complaint and will continue to make my voice heard on every possible platform so I can share my experience with other unassuming customers who are considering to use the services of your establishment. 
  

  
  
  Regards,

  *****

   

   

  Business Response

  Date: 03/28/2023

  Sir, my response to you regarding the estimates was to make it completely clear that I did not ask you to get estimates, as you stated.  The manager who helped you also said he did not ask you to get estimates.  Your document was marked Under Investigation by Regional Manager, meaning just that.  The investigation was done and the decision was made.

  I apologize you are not satisfied with our decision. 

• Initial Complaint

  Date:01/27/2023

  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 went to the car wash on Monday the 2nd of of January and went through the car wash in which the attendant drives the car through. On January 5th I sent an email to a ******************* about damage to my tire which in turn had made me purchase a new tire for my car. On January 5th I went to a tire center to replace my tire. I have additional documentation available for the charge of replacing the tire of which I can provide at a later date.

  Business Response

  Date: 01/31/2023

  When the customer called me, it had been 3 days since his wash and he had already replaced the tire. He stated "this is the only place he could think of that caused the "chunk" taken out of his passenger side front tire and that he was instructed to change the tire immediately or he may have a blow out." During our call I told him I do not think there is anything I am able to do because he had already replaced the tire (but had a photo) he did not mentioned this to our Manager at the time of his visit, he already replaced the tire and that there is not anything on the passenger side of the vehicle that comes in contact with the tire other than the tire brush. The equipment is inspected each morning before the car wash is opened. The customer visited our wash at 8:52 a.m. There was nothing wrong with the equipment, there were no other customers who had a concern with their tires. Unfortunately his claim is denied because the "chunk" taken out of his tire did not happen at our car wash.

• Initial Complaint

  Date:12/14/2022

  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.

  On November 17, 2022 around 2:00pm. I, ********************* went to the Sparkling Image car wash in ****** on ***************. I work for a limo company called Conga transportation and we have a premium membership with sparkling image car wash. We attend this establishment quite frequently. During this visit I dropped the vehicle with the attendant and made my way through the corridor to the customer waiting area. After waiting for a few minutes for my vehicle to come out of the car wash I noticed that the car wash had stopped while my vehicle a 2022 ******** E-350 was going through the machine. A couple of moments later the car wash machine restarted and the attendant drove my vehicle out of the machine. The attendant parked the vehicle and got out, he then exchanged a few words with the manager ***** who was on duty that day of November 17, 2022. The manager ***** seemed to yell at the attendant for some reason that I was not aware of. After the vehicle was dried off, I then went and placed a five dollar tip in the tip jar container. I did not inspect the vehicle at this point because frankly, I never inspect the vehicle after it comes out of the wash. I took the vehicle and drove approximately one street down. This is when I realize that there was something wrong with the vehicle. This vehicle has a active brake assist function, which will stop the vehicle if the sensors sense any objects in front of the vehicle to avoid collision. In addition, the seatbelts will engage aggressively hard to brace for impact. This function activated on a street that was empty with no objects or hazards in front of the vehicle. In addition, the dashboard on the vehicle stated that the sensors were dirty. A short time later this brake assist function malfunctioned again while driving in a busy roadway almost causing an accident and putting my life in danger. I then pulled over and noticed damage of the ******** front star grill which is directly connected to the active brake assist function.

  Business Response

  Date: 12/19/2022

  The consumer filing the complaint is an employee of Conga Transportation and is the driver of the vehicle he is referring to.  The owner, ****** has an account with our company under his name.

  The consumer came into our wash on November 18th and spoke with our manager. The consumer stated to our manager that he was in the car wash on November 17th and stated the emblem came off of the car. Our manager filled out a report and was unable to find the consumer coming in on November 11th.

  On November 29, ******************************************************* on November 17th and damage was done to the vehicle. His description of the event is that when he left, he noticed the car not driving properly and initially thought it was an issue with the seat belt not being retracted completely. He then stated he was driving to ****************** in ****** and had issues with the vehicle and the dash had read "dirty sensors".
  

  This vehicle was not washed at any of our facilities. When there is an account, the greeter scans the code on the cars windshield. The computer prints a ticket number receipt for the customer that is placed inside the windshield. This number tells the next employee who is pre-washing the cars what number to enter in the computer.  The computer relays that information to the equipment.  Without this process, the vehicle could not be washed.

  The consumer's visits in November were on November 6, and November 20, 2022. When leaving the car wash on November 20, 2022 the emblem is on the vehicle when it left the car wash.

  The vehicle continues to be washed our business. 

   

  Customer Answer

  Date: 12/28/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I ********************* formally reject the response. The manger on duty November 17th and November 18th was *****. Now the manager ***** was the person who wrote the incident report on November 18th. In the incident report manager ***** explicitly states and I quote "Customer did full service wash, left and came back next day saying front of grill is damaged from car wash yesterday on 11/17." Not only is this proof of my visitation to sparkling image car wash on November 17th, it is a direct testimony by a manager who was on site November 17th. Honestly there is a blatant disregard for consumer rights at this point. The vehicle malfunction that was caused by the damage to the front grill, which is directly connected to the active brake assist safely function which compromised my safety and endangered my life by almost causing an accident on the roadway. In addition, in regards to the attendance records that were submitted. Those files have obviously been tampered with and altered in order to remove my attendance the day of November 17th. Lastly there has been several attempts to request the surveillance footage on the day of November 17th. This footage has been purposely withheld in an attempt to eliminate any proof that the damaged was IN FACT caused by sparkling image car wash.

   
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Mark

   

   

  Business Response

  Date: 12/29/2022

  The consumer was never in a life threatening situation with this vehicle.  In fact, he is still bringing the car to our car wash and it has not been repaired.  See attached photo dated Dec 28, 2022 visit. 

  The owner of the vehicle has contacted us.  The consumer making this complaint is not the owner of the vehicle and we will not be addressing his complaint as it has been answered and he is not the owner. 

  Customer Answer

  Date: 01/03/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  On November 17th after I left the sparkling image car wash, approximately a few streets away the active brake assist safety feature malfunctioned for the first time ever. As I stated in my report, the vehicle active brake assist feature malfunction while I was driving. This caused the seat belts to engage aggressively and completely stop the vehicle while in motion. ThereThis caused the seat belts to engage aggressively and completely stop the vehicle while in motion. There were no obstructions in the road or any pending impact. The purpose of this feature is to avoid a collision if the sensors detect an immediate impact pending. This was the first malfunction. At this point, I really didnt understand what was causing the issue. So I continued driving the vehicle to my destination. This is a company vehicle and I had a passenger to pick up. Now the second time that the active brake assist feature malfunctioned, it was approximately ***** minutes later on 93 South heading to the Seaport district. The vehicles, active brake assist feature malfunction and the seatbelts engaged aggressively and the car came to a complete stop once again on I 93 S which almost caused a pileup that directly could have led to an accident that potentially could have been fatal. Not only for me but other commuters as well. These matters are not to be take. Lightly and should be treated with the upmost concern and respect. Up to this point the only warning I had on the dashboard of the vehicle was sensors, dirty. This was hard to understand when I had just left the car wash only minutes earlier. At this point The vehicle system must have realized that the safety feature active brake assist was compromised. After this second incident, then the active brake assist function limited  warning indicator came on. When I arrived at my location, I inspected the vehicle and the front sensors which led me to see the damage of the ******** front grill symbol which is directly connected to the active brake assist system sensors. So this is what has enabled the vehicle to still be drivable. The system realized that the active brake assist function was compromised and limited its functionality. At the time this vehicle a 2022 ******** E350 has approximately ****** miles on it and there are no safety recalls for this vehicle. In conclusion below is an image of the warning indicator Active brake assist function limited. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process. 
  
  FAQ
  
  Regards,

  Mark

   

   

• Initial Complaint

  Date:12/01/2022

  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.

  Im a member of your monthly plan and I get car washes very often I really like the service but at my last visit I noticed my car was scratched up from the front bumper to the back and its definitely unacceptable

  Business Response

  Date: 12/21/2022

  I am unable to find this customer's account so I unable to look into this complaint.  If the customer would like to contact me directly, I can look into his claim.  I can be reached at ************ Monday-Friday 8:00 am - 5:00 pm Eastern Time. 

• Initial Complaint

  Date:08/11/2022

  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 purchased unlimited wash from a local store and I moved from the area and needed to cancel the service. I submitted a cancellation request online via email and also went to the store to cancel. I noticed charges continued on my bill and sent several more messages via email and phone. I had to visit the store again in order to cancel the membership that should have already been cancelled. They provided me a number to call to have the months of unused services removed only to get a voicemail with no return call. I have now been charged since November of 2021 til July 2022 and have no way of resolving this ongoing issue. I would not recommend anyone to participate in this program.

  Business Response

  Date: 08/12/2022

  Good afternoon, 

  I spoke with *************************** on 8/9/2022. 

  ***** advised my colleague ******************* that she had moved in November, was given the number to contact us and had not heard back and requested a call back at our earliest convenience. 

  My colleague ************************* contacted ***** same day, advising of the refund request we can honor for January 2022- July 2022, email her a confirmation, and as we work in tandem with financial institutions we can refund up to 6 months but as the books have previously closed for the 2021 fiscal year, unfortunately I am unable to refund charges that far back..

  ***** became hostile, personally offensive and belligerent.

  ****** explained that the account was successfully cancelled in store on 6/30/2022, and he will connect her with our ******************* Manager (myself) tp expedite the refund. 

  ***** became more frustrated and after disconnecting abruptly from the line, ***** called back to manually provide the refund credit and receive her cancellation confirmation. 

  *****'s account was cancelled, credited and emailed same day. It is unfortunate that we could not satisfy this customer despite extended efforts. 

  *********************;

  ******************* Manager