Business Profile

Car Wash

Canton Car Wash

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Pattern of Complaints

Complaints

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

Customer Complaints Summary

26 total complaints in the last 3 years.
14 complaints closed in the last 12 months.

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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:04/20/2025
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 paid for a full service interior clean which cost $194. Whatever products they used on the interior of the car caused noticeable damage to the interior panels causing it to look faded, and peeled. It looks like the products removed the finish on the panel. They refuse to admit that they caused the damage but I know the car interior did not look this way before I brought it there to be detailed. I am asking for at least a refund because the interior of my car looks pretty bad now and there isn't much I can do to really fix it. They told me to use armor all to fix it but that they didn't cause it.
Business Response
Date: 04/23/2025
Our chemicals did not cause the scratches or damage to the interior hard surfaces. We use the same chemicals and follow the same process on other vehicles without any issues. Upon reviewing the photo, it is evident that the damage is due to wear and tear.
We recommend that you contact your insurance provider for further resolution, as there is nothing more we can do in this matter.
Initial Complaint
Date:01/17/2025
Type:Product 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.
Details of the incident provided in the attachement.
Business Response
Date: 02/05/2025
The ** at this location indicated he thoroughly investigated the issue, but that you were very upset and there was an unwillingness to listen to the information he had.   We understand you might not agree with our assessment and that this situation is extremely upsetting. We want to try and help as much as we can, but if there is no willingness to listen to what weve investigated it will be difficult for us to provide any meaningful assistance. Likewise, were more than willing to hear you out and understand your concerns.

-There is a TON of information online about this vehicle having the same or similar issues owith the battery and the car locking etc.   Much of this information indicates a lack of willingness for dealerships to take responsibility or acknowledge the issue. We understand you are relaying on them for your information, but wed encourage to you to ****** 2024 ***** RX 500h battery issue and become better informed.

-We do shampoo vehicles seats as part of the interior detailing process.   Water is used on the seat and there is absolutely no denying this on our end.   This is stated in our description of the service and its what customers pay us to do. Weve done this same service with thousands of cars with no issues.   If theres something different about this vehicle that prohibits this service, then we should have been informed or better, yet this service should not have selected. As a side note, it would be interesting to know if theres any public documentation stating that these seats cannot be shampooed. We have not found any, but regardless customers need to be informed of this on their own.

-As you know weve run a successful car wash operation for many years at this location and several others. We pride ourselves on being open and transparent with all of our customers. If one of our employees acted negligently, wed certainly hold them and us accountable.   Our ** thoroughly reviewed the videos (we have a lot of cameras on site for this reason) and our staff completed the service as they should have and we found no one doing anything wrong.   Its frustrating on our end that youve made claims that our staff has mishandled your vehicle.   This is categorically untrue and its frustrating that youd make such a claim before reviewing the video yourself.   Out of good faith were more than happy to share all video of the work done to your vehicle.
Initial Complaint
Date:01/14/2025
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 canton car wash in ********** ******** on Saturday afternoon. We paid extra for the tire shine service. After coming out of the car wash for the exterior, I exited my vehicle to have my interior done. I could hear the air exiting my front passenger tire, which after approximately 2 minutes then went completely flat. A young gentleman could see that my tire valve stem had been broken. He even admitted that it had to have happened during the tire shine. A manager named ****** spoke with me, but tried to avoid the conversation saying that his English was poor. Good thing I speak Spanish. Once he realized that, his English miraculously improved. He kept stating most places their policy is but I didnt want to know most places. I wanted to know what their policy is when it comes to repairing the damage. He was dismissive and would not give me a corporate number or any other information. I do not live in the area, so when I contacted my insurances roadside assistance, they sent a tow. They stated it would not be advised to drive over 1 hr on the highway on a spare tire. I sat for 3hrs before the tow arrived. My wife had to also drive down to pick me up. We woke up early the next day to go to the shop and pay for the repairs to my vehicle. Once we had the invoice we called canton car wash again to speak with a manager about getting their insurance information and a contact number for corporate. We spoke with **** who was extremely dismissive and stated yeah thats not how this is going to go. It doesnt work like that. Well investigate it and get back to you. They clearly have been through this before and just want us to go away.
Business Response
Date: 01/15/2025
The General Manager has thoroughly reviewed the footage and assessed the situation regarding your tire valve stem. We washed hundreds of cars, meaning thousands of tires went through our tunnel without incident. This indicates that there was likely a pre-existing issue with your vehicle.
As such, we are not accepting responsibility for the damage. We recommend that you contact your insurance company for further resolution, and they will then reach out to us if necessary.

Thank you for your understanding.

Customer Answer
Date: 01/16/2025

Complaint: 22808575

I am rejecting this response because:
my tired are less than a month old. I just had an inspection done of my vehicle where there is no damage to my car listed. Which I can prove. This was 100% the fault of canton car wash whether they will own up to it or not. Accountability does not seem to be within their vocabulary based on others similar experiences. I hope this one incident is worth the business youll lose. I have 2 clients who have already stated theyre canceling their memberships based on my experience alone.

Sincerely,

****** *****
Business Response
Date: 01/21/2025
Unfortunately, there is is nothing else we can do at this time. We recommend that you contact your insurance company for further resolution, and they will then reach out to us if necessary.

Thank you for your understanding.
Customer Answer
Date: 01/26/2025
They made no effort what so ever to actually help. They investigated their own wrong doing and to everyones surprise, they found themselves innocent. Their reasoning being that my car was the only one damaged that day. I am extremely unsatisfied. I will continue to spread the word online and in my community that they are not a safe company to do business with.
Initial Complaint
Date:01/06/2025
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.
The carwash automatic belt slammed my car into the car in front of me causing rear end damage to the car in front of me. Once I got through the carwash I noticed all 4 of my door handles were cracked from the machines in the wash hitting my car too hard. The manger on duty named *** stated the machine material is made out of nylon and wouldn't crack my door handles and that nobody else door handles were cracked and the carwash was not responsible for my damages. *** also stated the carwash was not responsible for the damage to the car in front of me because I entered the carwash above 1 mph when I only did what the sign says is put my car in neutral and take my foot off the brakes, even after I waited a few moments to enter the wash to let the car in front of me get ahead some distance the belt still pulled my car into the car in front of me. Once on the belt inside the carwash you have no control over your car and my car came in contact with the car in front of me twice throughout the wash.
Business Response
Date: 01/07/2025
On the automated belt, as long as the vehicle is in neutral, the belt cannot move the vehicle into another as the vehicles are stationed. The only way a vehicle can be moved into another is if it is in drive or reverse, which suggests that the customer's vehicle was in drive. The camera footage shows the customer's vehicle entering the tunnel too quickly and bumping the car in front. The wash system is functioning perfectly, and there is no possibility that the wrap could crack the door handles.
As stated in the email thread with the customer, our managers make the final decision on damage claims. We recommend that you take the incident report to your insurance provider for further resolution. We apologize again for any frustration this may have caused and appreciate your understanding.

Customer Answer
Date: 01/07/2025

Complaint: 22771808

I am rejecting this response because:

Sincerely,

******* ******
Business Response
Date: 01/13/2025
Thank you for the photos provided.
Our equipment is not capable of causing the type of damage described. The soft cloth material used in our machines is designed to be gentle on vehicles. The photos show scratches, not "cracks," and these scratches are located underneath the door handle, an area our equipment cannot reach.
As previously mentioned, our managers make the final decision on damage claims. Based on our investigation, we cannot accept responsibility for the damages to your vehicle. We recommend that you take the incident report to your insurance provider for further resolution.
Thank you for your understanding.
Initial Complaint
Date:01/02/2025
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.
During my visit, the following issues occurred:1.First Cleaning Attempt: Only the rubber floor mats were cleaned, leaving the rest of the car in unacceptable condition.2.Second Cleaning Attempt: After bringing these issues to the attention of the manager, I was assured the car would be properly cleaned. However, when the car was returned, it was in the same poor condition as the first time.
Business Response
Date: 01/07/2025
Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience you experienced during your recent visit.
We understand that the first cleaning attempt did not meet your expectations, and despite assurances from our manager, the second attempt also fell short. We take such feedback seriously and are committed to improving our services.
We encourage customers to reach out to us directly at ***************************************************** for any issues, so we can address them promptly and work towards a satisfactory resolution.
Thank you for your understanding.
Customer Answer
Date: 01/07/2025

Complaint: 22754759

I am rejecting this response because: I want my money refunded to me.

Sincerely,

******* ******
Business Response
Date: 01/13/2025
Looking at the photos provided and the charge, I see that you purchased a $20 interior cleaning which is a basic dusting of the hard surfaces, wipe down leather seats (vacuum fabric seats), vacuuming, windows, and rims. The seats are fabric which means they would need shampooed. Shampooing is not offered in the $20 Full-Service cleaning. We offer a Full Interior Detail for $175 ( +$15 for Large Vehicles) which includes shampooing, stain removal, nooks, and crannies, etc. We attached a link if you decide to book this service online: **************************************************************.
Unfortunately, we cannot issue a refund for the service provided as it was completed as per the service description. We recommend considering the Full Interior Detail for a more comprehensive cleaning.
Customer Answer
Date: 01/14/2025

Complaint: 22754759

I am rejecting this response because: this was not a stain it was liquid that should have been wiped up. The car was not clean at all and that is why it was sent through twice.

Sincerely,

******* ******
Initial Complaint
Date:11/08/2024
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.
10/29 we went to Canton car wash in **********, ******** only to use the vacuum since we had a drink from ********* spill however, once youre in their line, you realize you cannot use just their vacuum. You have to do a car wash although I did not need one you must go through their car wash. literally a few days before I had paid for a detail hand car wash where I normally go, they said they will also attest that my car wasnt scratched up prior..but once youre in line, you cannot exit! , you are forced to use CCWs car wash. We go through the rough auto wash then as my ************ are drying the car & vacuuming We noticed spots/ scratches on the hood, sunroof,passenger side ************ that were NOT there prior to their car wash. soon as I noticed a worke comes out sprays a chemical that doesnt remove the spot/scratches it makes it worsethen he calls his manager manager, tries to tell me the car came in looking like that when I didnt agree then proceeds to tell me it washed away the clear coating, after showing me a grainy video of my car entering he wash that showed nothing I proceeded to show him 4k pictures I sent to my best friend a few days prior when I left my detail wash spot that clearly shows the hood without all of these scratches.. the manager said we could go through insurance or something. He was nice enough but I was beyond disappointed & frustrated so I left. I was out of town for the weekend and would address Monday but the next day I received an email that they ARE taking responsibility for the damages, that I can go through their vendors or their insurance. Once seen I replied but it was a no reply email..today I realized that it was a no reply email, replied to correct email for their vendors or their insurance i also sent a screenshot of their original ********** original response. I go to show my son & now their original email has been altered by them to say they are not taking responsibility. I also have a video of the incident
Business Response
Date: 11/08/2024
Thank you for bringing this matter to our attention. We sincerely apologize for any confusion regarding the incident report. After carefully reviewing the report and consulting with our management team, we discovered that an incorrect field was initially marked. The Manager Account of Incident clearly indicates that the scratches and damaged clear coat were visible on camera prior to entering the tunnel. The manager has since corrected the field and resubmitted the report, confirming that *** is not responsible.
Additionally, we have a sign at the entrance of the tunnel stating that we are not responsible for any prior damage.
For your reference, we have attached the corrected incident report. We recommend that the customer presents this report to their insurance company for further resolution.
Initial Complaint
Date:10/15/2024
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.
Saturday October 12th 8:15am. I entered the car wash hoping to get a great experience. They taped my back windshield wiper and I proceeded to enter the wash. The cameras show everything stayed in tact until my vehicle made it to the cleaning bay inside. The video shows they dried my window after getting a wash and hot wax. An employee cleaning the inside hit my back windshield wipers on. They continuously ran until another employee noticed the wipers was hanging pointing to the ground and broken. He ran to turn them off. They adjusted them well enough to look like nothing was wrong. Oddly enough I noticed my car was almost done then disappeared. A couple minutes go by and my car is being ran through the cleaning bay for a 2nd time. He stated it was to clean something else but I know it was to try and cover up what they broke. After watching the video you can clearly see the wipers on at first working perfect when she first hit the button. Then they get stuck, stop and fall the opposite way. They noticed the break and didnt mention a word to me upon leaving. I even simply asked for a refund and the regional manager refused in store. I emailed corporate and they also refused with a long statement I can provide. I filed a police report. This is a safety issue for my children that I now have to fix on my own. Im very disappointed in the customer service and how they handled the situation. It wont let me add the video of surveillance and what the manager ******* was saying to me but I have the response canton customer service said. The first 2 screen grabs are of the wiper working properly in upright position the last 2 s**** grabs are when the workers noticed it was hanging upside down and the one in the green ran to turn them off while the other readjusts.
Business Response
Date: 10/15/2024
The Regional Manager indicated he noticed there was corrosion and a crack between where the s**** and the wiper blade connects, also the s**** was rusted. We feel confident this issue is due to prior damage to the wiper arm which is why the regional manager has refused the claim.
Ideally our team would have noticed the wiper being on and turned it off, but a wiper in good condition should not break even on dry glass. As the video we attached in the email to the customer explains, there is a common issue with this type of vehicle and how the metal expands and cracks the arm which is exactly what our Regional Manager saw as well. We recommend that the customer takes the incident report to their insurance company as there is nothing else we can do at this time.
We apologize if this was not thoroughly explained to you during your visit. Thank you!!
Customer Answer
Date: 10/15/2024

Complaint: 22422158

I am rejecting this response because: I too can ****** information and I found that running a wiper on a dry window CAN cause your wiper to break. Theyre is no proof of corrosion or prior breakage before I entered the facility. There is proof in the surveillance video of the workers noticing my wiper was broken and didnt mention anything of it to me upon leaving. They also pulled my car around in the bay twice claiming they had to clean something else when my car wasnt that dirty to begin with. Ive never seen canton willingly pull a car around twice just to make sure it was clean. If anything they have left it dirty before and allowed me to pull off. Its crazy this is such a problem for a simple solution. It really shows you what kind of business these owners have and who they have running it. It is a safety hazard for me and my children that I cannot afford to fix. No one can prove there was a crack in that wiper before I came into the facility but I can prove there employees hit the button and ran it on a dry window causing it to break. Moral of the story. If I would have never came to this business I would still have a perfectly good working back windshield wiper!

Sincerely,

********** ********
Customer Answer
Date: 10/15/2024
Also they said it was the arm that has the crack. That is wrong. The crack is where the wiper rotates and connects to the car under the plastic cap. It is impossible for that to break unless the wiper was ran on a dry window for too long. Whos to say they didnt crack it when they clearly in the video pushed the wiper from the broken position to where they thought it should be and I wouldnt notice.
Business Response
Date: 10/16/2024
Customer can contact their insurance for further resolution and provide the incident report. The customer's insurance company will contact us for further information when they start their investigation. Unfortunately, there is nothing else we can do at this time.
Customer Answer
Date: 10/22/2024
Canton car wash is still claiming it is not their fault. Ive told my insurance and everyone I had to but for such a simple fix is it really worth the hassle to go through? Unfortunately canton knows this and that is why they get away with it. The business needs to be investigated. So many bbb reports and bad reviews all with the same problem. At some point the state has to realize this is a ccw problem and its a huge issue. The place needs to be shut down until they can properly clean cars without damaging them. I went in on a beautiful morning with a great car and came out very disappointed with a broken car. Thank you ccw for being a very unreliable business with terrible customer service!!!
Initial Complaint
Date:08/20/2024
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.
My car was damaged at the Canton Car Wash. The vehicle did not line up on the conveyor belt correctly causing the car to spin off the conveyor belt and incur damage to the front and rear end. There was no one standing at the entrance to the wash to assist me in directing the vehicle on to the conveyor belt. The manager tried to smooth it over and explain to me that it was my responsibility and that I just simply didnt put the car in neutral early enough and didnt line it up correctly. I was also issued an email stating that the wash was not responsible for the damages after reviewing video footage. A 100$ gift card to the establishment was provided, and the car was ran through the wash again after incurring damage. Very disheartening and I will not be returning.
Business Response
Date: 09/10/2024
After reviewing the footage, the customer entered the tunnel with the vehicle in drive and unaligned with the belt then proceeded to drive halfway through the tunnel. We have a sign out side of the tunnel and digital sign inside the entrance of the tunnel which also has an automated voice announcing to put the vehicle in neutral. Unfortunately, we are not responsible for the customer driving through the tunnel, however, we recommend that the customer reaches out to their insurance company for further resolution. We provided an incident report for the customer to give to their insurance company which they will reach out to us for footage. We apologize for any inconvenience, however, there is nothing else we can do at this time.
Customer Answer
Date: 09/10/2024

Complaint: 22166850

I am rejecting this response because: the vehicle was in neutral when it was stopped and there should have been someone there to direct me on to the tracks. That was a gross negligence on the business part.

Sincerely,

****** Sce
Business Response
Date: 09/17/2024
We have an automated sign directing the customers into the tunnel. We recommend that the customer reaches out to their insurance for further resolution. We provided an incident report for the customer to give to their insurance company which they will reach out to us for footage. We apologize for any inconvenience, however, there is nothing else we can do at this time.
Initial Complaint
Date:07/23/2024
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 06/27/24, I had scheduled detailed service for my 2005 Kia Sportage. The entire process was horrible. I asked for a loaner car to be available, and the young boy said I didn't. I had to wait another hour before it was available. I was told to return in 4 hours, but it wasn't ready even then. Then I noticed many items that were not done to satisfaction, if at all. Attached are the pictures and proof of payment for $300.00, plus a $20.00 tip, which I'd like refunded as well. I sent an email stating my complaint to Canton, but have not received a reply yet, so I'm no filing a BBB complaint asking for a refund.
Customer Answer
Date: 07/25/2024
Tried several times to reach Victor (Manager at Abingdon Location) at ###-###-####, Ext * and Ext. **. I was told twice he left for the day early and I left my name and phone number and no response. I've tried many times to reach out to the manager, but no luck. The bad service was done on 06/27/24, and I left several messages for the manager on 06/28/24 and after, and even sent an email with 10 JPEG files on 07/03/24, and again no answer, and then I had no choice but to file a complaint with the Better Business Bureau on 07/22/24. I strongly believe that Canton Car Wash (including Victor) has NO intention of resolving my complaint. I do not want them to reservice my vehicle, for I no longer trust them with my vehicle. I now ask for a full reimbursement of $300.00 (not including the $20.00 tip I left in the plastic tube outside). I have ZERO intention of ever patronizing any Canton Car Wash ever again!
Business Response
Date: 07/25/2024
We are sorry to hear the customer is not satisfied with the service. We always encourage customers to let a manager or supervisor know if there are any questions or concerns regarding the vehicle so that we can take care of the concerns while the customer is on site.
When the customer scheduled their detail, the loaner car was not clicked during the reservation which is a common mistake when customers are setting up an appointment online, however, the manager was able to accommodate the customer so that they can still use the loaner car while our team performed the service.
The customer reached out to our email on July 3rd, which the manager contacted the customer to rescheduled the customer to revisit. Unfortunately, the customer did not show-up for our team to fix the service. We are more than glad to address the issue with the customer. The manager contacted the customer today, July 25th, and left a voicemail for the customer to return the call so that we can come to a resolution.

Customer Answer
Date: 07/26/2024

Complaint: ********

I am rejecting this response because: Twice since yesterday I've tried to call Victor. Yesterday he left early for the day (I was told, after being put on hold 3 times). I have ZERO intention of returning to Canton, for I do not trust them with my vehicle. Regarding the loaner car, the young dark haired boy checked off that I needed a loaner, and was very RUDE when we came for detailing that day. Just refund $300 to me by check to the address listed. Again, I have ZERO intention of ever returning to Canton, and will be voicing my complaint on **** and other complaint sites recommending everyone avoid Canton Car Wash, for they are overpriced and do a HORRIBLE job at (so-called) detailing your vehicle.

Sincerely,

******* ****
Customer Answer
Date: 07/29/2024
As of Monday, July 29, 2024 at 11:27am, there's been no response from Canton Car Wash. I've left several messages and responses through BBB for Victor, but no reply. I just want a full refund by check sent to me. I'm not interested in another car detailing for I do not trust my vehicle to Canton Car Wash, because of possible retaliation.
Initial Complaint
Date:06/27/2024
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 June 25th 2024 I arrived around 9:37 AM to have my car washed, paid for a simple service which is 16 USD, only external cleaning. This also includes external hand wipe using a rag by an employee. As I went through the tunnel everything seemed normal as usual, then about half the way through the wash I felt that the rollers, side and front/top were rougher than usual. The car was dried by the employee once out of the tunnel. I proceeded to the vacuums area to do it myself, parked the car and reached out to the clean area rags and noticed the paint was chipped on the hood and several other spots around the car, very noticeable on the hood. I went back to the car wash office, and talked to the manager Vic, making him notice what I found. He did not seem to give a lot of importance to my complaint. I took pictures of the car and he made a video as well. He asked if I had gone hiking to the mountains, my response was no. He stated that he would look at the video footage from the tunnel cameras but they were not taking any responsibility before watching the video. He implied that there was no proof that their machines damaged my vehicle. Vic came to me and asked me to watch the video footage from the tunnel. In the video there was a lot of light reflection but we were able to see that the car had no chipped paint before entering the tunnel, he also pointed to some bird droppings on the hood saying there were previous chips on the paint, but the droppings were cleaned after the wash. The supervisor insisted that some spots were already chipped before going into the tunnel. They offered a detailed car wash as he stated that they were not responsible for any damage to the vehicle, this was unacceptable and I declined. From the very beginning of our conversation the manager insisted that Canton Car Wash was not responsible, without watching the video footage, and he said no one had complained that day. My complaint was invalidated. I was provided with the video footage.
Business Response
Date: 06/28/2024
After reviewing the camera footage, it is clearly seen that the paint on the vehicle was already chipping prior to entering the tunnel. We have a sign at the entrance of the tunnel stating that we are not responsible for prior damage. We recommend that the customer reaches out to their insurance for further resolution. There is nothing else we can do at this time. Thank you!
Customer Answer
Date: 07/06/2024
Canton Carwash Abingdon was not able to provide any type agreement however we do have social media and I will make sure my friends don’t ever visit this place as well as myself! It’s very upsetting knowing that this has happened to more customers and nothing has ever been done! They get away with it, but they don’t realize that we, the customers, have also the power to speak up and make sure people don’t go to this place, eventually leading to less business.

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