ComplaintsforClub Carwash

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I drove my car through this carwash Aug 23 at 2:24PM. I had the Employee to take pictures of the scratches on my car that was damaged by their cleaning machine. I want my car repair/scratches remove. I have estimate for the damages will be $1400-2300 that I want club car wash to pay to fix my car.

  Business response

  09/11/2024

  Thank you for reaching out. I apologize you are less than satisfied with the determination of your claim. Please know we take all concerns very seriously, thoroughly investigating each concern. The markings being claimed are inconsistent with the wash equipment and are isolated to one area of the vehicle.  As discussed over the phone, unfortunately, we are not able to assist with the repairs.

  Thanks - Club Car Wash

• Initial Complaint

  08/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I received a pending charge of $40 on 8.26.24 for a monthly fee for Club Car Wash. I noticed this charge on the morning of 8.26.24. I cancelled my membership and was told that I would still be charged the $40 for the month. I was told the money was taken out on 8.24.24, which is not true as it is still a pending charge on my account. I contacted customer service at Club Car Wash and was told of a policy that is not listed ANYWHERE on their website that they require a 7-day cancellation in order to not be charged for the following month. I have never heard of a company doing business this way. I was REFUSED a refund.

• Initial Complaint

  08/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  CCW charged my card $40.00 w/o authorization. I requested a refund but was told they do not issue refunds. I cancelled a membership via their Web site as directed by the local location the month before. They make it a hassle to cancel then play dumb when they "accidentally" charge your account or say it didn't work, then telling you too bad we're keeping the money. I can only imagine how many people have been duped by this scam. If they can charge my card they can refund their illegal charge to my account.

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a year membership to H323731353333**333738H in ********** on 6/11/24. I thought it was really getting my 2017 E-150 really clear. Little did I realize it was putting scratches all over my truck. Swirl scratches all up my hood. It&#**;s really noticeable in the right light. My husband noticed them on July 26. Their claims ***** has since denied my claim stating they did not scratch the car.

  Business response

  08/23/2024

  Thank you for reaching out. I apologize you are less than satisfied with the determination of your claim. Please know we take all concerns very seriously, thoroughly investigating each concern. The markings being claimed are inconsistent with the wash and equipment and are also sporadic on the vehicle. I would be happy to further discuss should you wish to reach out to our office.

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 24July2024 at 1600 I went thru car wash at *********************************** location. We are the first owner of the vehicle and *** has 29K miles on it. Our vehicle was intact before it entered the Car wash. Upon initial in the car wash I noticed employee sprayed the top of *** aggressive with direct pressure wash nozzle from both sides, and about half way into the washer I heard a loud noise like something hit my roof repeatedly .When I exited washer, I parked by *** to vacuum and noticed entire roof rack rail from passenger side of the *** is gone. I went inside to let the team member know that something is missing from my ***. Employee went inside the car washer and brought back with them the damaged rail. The mounting mechanism was also damage and was not returned as it contain small pieces. I was at the carwash the entire time. An employee help filled out a claims form and told me it would take few days for them to get back to me. Today 12August2024 I received an email from Claims Agent **** who made me aware that claim was denied. She also sent me two images, one before and second image during the car wash. In the first image (before the *** entered the car wash) there is no visible damage to the roof rack. While in the second image which was taking after the employees used direct pressure wash and it show minor bump to the front of roof rack. This image was taken during the vehicle was serviced. Claim Agent basically saying that in their assessment my vehicle was damaged before I entered the car wash. Columbia ***** is charging me $315 Parts + Labor for the replacement. I believe the employee caused the damage during the service and failed to notify the driver and let the *** go further.This is unfair claims practice and I feel like they are taking advantage of consumers and not taking responsibility for what they caused. I would like to be reimbursed for the damages caused. As a long time member of Club Car wash, I was expecting better from them.

  Business response

  08/16/2024

  ****, we are sorry to see you disagree with the outcome. These plastic pieces get worn down and with this vehicle being 8 years old, it has endured 8 seasons of weather and these pieces can become loose and fall off. In this instance where it is being claimed that the blowers blew it off, that would tell us that the clips were loose and air got under this trim piece and took it off. This isn't a result of the wash or else it would happen to every vehicle that came in. We appreciate your business and hope you understand why this was denied.

  Thanks, 

  Club Car Wash

• Initial Complaint

  08/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Went through Club Car Wash for a car wash in their ****** location at *****************************************. As I come out of the car wash the sensors in my car alert me that my tire pressure is low. I park my car in parking lot to see what is wrong and notice that my tires is going flat. I talk to the manager at the time on site and he tells me that they should have caught that my car had spikes valves before it went through and they would not have activated a certain brush for the tires. With that being said by the man I just assumed that they will take responsibility. I get a email a few days ago regarding the claim and they say they are not liable which had me at complete lost when I recalled what the manger said to me. I also only have a picture of tire valve that was broken now, not the actual tire being flat anymore but I also put the file complaint number to this claim in the Account/Order/tracking Number section. Once they have been contacted I know they will have the picture taken for the claim.

  Business response

  08/16/2024

  ********-We are sorry to see that you disagree with the outcome on this. Unfortunately, we cannot cover any after market items on vehicles. We have signs on property and our website specifically saying we don't cover aftermarket wheels or extended valve stems. We hope you understand why this was denied and hope to see you at the wash soon.

  Thanks, 

  Club Car Wash

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****** Location.I went through the wash and it scratched the bumper, then realized it has stripped the paint on my hood.

  Customer response

  08/05/2024

  Please get back to me.314 238_4216

  Business response

  08/16/2024

  ******, this was denied because of inconsistencies with our wash. This is the only claim that day and no other vehicle had any issues. Our wash does not cause these marks or else it would do it to every vehicle. We hope you understand the decision of this and hope to see you soon. 

  Thanks, 
  Club Car Wash

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 7th at 7:17am I went thru the Carwash at 30th and ********* in ****** with my car fully intact. The brushes are extremely close to my truck and very aggressive with how they contact the vehicles and as i went thru I heard a loud noise like something hit my door. I looked out the window and immediately noticed that my keyless entry pad had been knocked loose. As I exited the wash, I immediately went over to the gentleman working the front and explained what had happened. He took down my claim information and told me they would be in contact. In the meantime, I did go to get it fixed over the next week because it was left hanging from my vehicle. On June 12th ******* from Club Carwash claims emailed me regarding claim # ******** basically saying that in their assessment my vehicle was damaged before and they sent a photo of my truck entering the wash that shows absolutely no damage. I have asked to speak with them regarding the claim, I have asked for photos of my truck exiting the carwash to compare and they have not provided any. They have basically ignored me now and i had to pay $250 out of pocket to have my truck repaired for damages that were caused by their carwash. This is unfair claims practice and I feel like they are taking advantage of consumers and not taking responsibility for what they caused. I would like to be reimbursed for the damages caused. I know for certain that my keypad was in tact before i entered the carwash because i used it to get into my vehicle just before heading to Club Carwash. There was no lapse in time from when my vehicle was damaged and when the claim was reported. I was at the carwash then entire time. The closed my claim with absolutely no investigation or hearing from me about what happened. However i've paid my "dues" monthly with no lapse in payment ever.

  Business response

  07/23/2024

  Thank you for reaching out, I apologize you are less than satisfied with the determination of your claim. Please know Club Car Wash takes all concerns very seriously, thoroughly investigating each concern. I would be happy to look further into your concern and follow up with a phone call. Thank you, Club Car Wash

  Customer response

  07/25/2024

  Complaint: 22007665
  
  I am rejecting this response because: It was a vague response with no clarity as to what they were going to look into and no specifics as far as when I would be contacted by. In addition, it was just signed off by Club Carwash so I have no idea who would be accountable on their end to fully look into my claim.
  
  Sincerely,
  
  ***********************

  Customer response

  08/06/2024

  The claims manager for Club Carwash called me back and we talked thru the circumstances.  After our conversation she said that if I provided the receipt for repairs she would get me reimbursed.  I sent those over last week and she sent me a release to sign for payment.  Per our email conversation, payment should be on it's way soon.  Assuming this happens as discussed this complaint can be closed.  Thank you,

  ***********************

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On July 17th 2024, I checked my bank account and had a pending charge for $40 from Club Car Wash. I signed up for the special deal they had running 3 months ago and the woman who signed me up said I could cancel at any time when the price went up and obtain a refund. As soon as I saw the $40 increase I called the location and requested to cancel my account and since I hadn't used the car wash this month, I wanted a refund for the $40. The woman on the phone refused and said she would give me a gift card because the receipt I signed while in the drive-thru with cars piling up behind me apparently says I must cancel 7 days prior to when they charge my bank account. I called the day the charge showed as pending!!! This is my money and my bank account AND I HAVE NOT USED THEIR SERVICES at all this month for them to charge me the $40. I want my money back.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I purchased a gift card for $***** -5 car washes for the price of 4 in the evening of May 5th. On May 18th my son took the gift card and receipt to the same car wash I bought it from and was told there was nothing on the card. I had not used the gift card so, there was $80 on it-money was taken from my bank account. The manager at the car wash said he would contact headquarters. On Monday my son called inquiring the ** rep was not helpful. I called the next day. The young lady said she would talk to the supervisor. I was told they could see the money on the card at their end so they would have their IT guys look into it. Friday May 24th, I was told it was the computers at the car wash so they would send me coupons to cover the *****. Numerous calls and emails later I was sent 2 $25 car washes-great but doesn't equal $*****. I asked several times to talk to a supervisor and got they don't talk to people, promises of returned calls-no calls. Every time I call no one knows what is going on. They see where I had a membership, but I had canceled that. So, I tell the story since they apparently don't make notes about calls. The last girl told me they didn't owe me anything. It is frustrating calling their ** line. No one can help. I would like my $***** refunded. The car wash is a good car wash, but their ** department is lacking in helpfulness and respect. I uploaded a picture of the back of the gift card which they asked for that information over and over. The receipt is faded so you can't read it.

*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. ↩