ComplaintsforCountry Club Car Wash Inc

• Initial Complaint

  09/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We took our car to the car wash and the emblem was ripped off as it was going thru the car wash. My husband went inside immediately to tell them about the damage.  He was given a damage claim form to fill out .  The form stated that if the damage was over 100 dollars we would need to get 2 estimates from different repair shops which we did. After we filled out the paperwork as they requested we were told we would get a call from the manager, which never happened.  Later we were told that since the car is over 5 years old they were not responsible for any damage caused by their car wash.  They claim they have signs posted all of which are not consumer friendly and the signs are not posted at the other locations. They did not tell us this until we filled out all the paperwork they requested.  No one even came to look at the car.  We sent them an official letter on August 27 as we were told to do so by the state of Missouri.  We have not heard back from them since. I have documents supporting my claim against them. 

  Business response

  10/12/2023

  Mr ******* initially spoke to our manager who had him fill out our damage claim form.  That form not accepting liability, but rather to collect the customer's information so the incident can be reviewed.  Once the information was reviewed, it was determined that due to the age of his vehicle (over 5 years old), we are not responsible for his emblem falling off.  In addition, our wash is touchless so nothing besides water and soap came in contact with his vehicle.

  We do have signs posted at this location, as well as our 4 other locations, that clearly list the items that we are not responsible for (see attachment).

• Initial Complaint

  01/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On New Year’s Eve before noon, I took my Honda Odyssey 2014, to the country club car wash. I purchased the $14 car wash and could not get a receipt to print before the wash. Before the wash my car had no issues whatsoever. When reviewing the video it is visible there were no issues or problems with my car or it’s paint upon entry of the car wash, and after a large chip. My car had the paint on the drivers side hood stripped off In the area of the size of a full adult male hand. I called the manager, and he spoke with my husband and I briefly and explained to me that because my car was a 2014 vehicle, and it was too old for them to be able to tell when my cars paint would chip. He then told us he would watch the video and see if the chip happened in the car wash and call us back. He then called back and told us he did not see the chip when we started but definitely could see the large chip of paint gone when we drove out. He confirmed it did happen in their car wash and stated "this is one of the ****** things that happen. Your car really is too old and we have no way to tell when your paint will give, we are not responsible for the damage to your car." He then explained to us if our car is any older than 5 years old, then it's a risk we take. He then told me they were not responsible and it was just a ****** thing that happens. Weeks later the owner called me back after I left several messages for a return call. she stated they know their process and it does not do that to any other car. She stated they know their process and it’s not possible that they are responsible for the damage regardless of what the video footage shows. She said it was unfortunate but not their fault. The owner then insisted that I had a chip or issue before entering the car wash. This is not true and inexcusable. No form of resolution offered I take very good care of my car and the age of the car shouldn't be a reason for why their car wash ripped my paint off the hood of my car.

  Business response

  01/31/2022

  We are not disputing that paint on the car did indeed come off. We have video evidence that our employee was prepping the vehicle correctly and the paint came off. The car wash is safe and cannot remove paint from a vehicle unless there was a previous issues. We do also have disclaimers that we are not responsible for vehicles that are older than 5 years old. The manufacture when the vehicle is new only gives the vehicle a 5 year paint warranty. This vehicle is 9 years old and we have no way to tell what the condition of the paint was in before going through the car wash.

  Customer response

  01/31/2022

  Complaint: ********
  
  I am rejecting this response because: My vehicle is only 7 years Old(not 9 as they stated). It is a 2014 model and there was no issue with my car or damage on my car when I arrived at this car wash. If they know that their car wash a ttendant rubbed my car with their washing stick before the wash and that is when my paint came off, that would be why we now have a big chip of paint on the hood of my vehicle. The company has done nothing to resolve the situation or own the fact that their car wash has damaged my vehicle. After getting a bid for the damage I am having to pay $1500.00 to have my hood and front fenders repainted. This is very disappointing and is not what was expected when I entered the car wash. I have spoken to other community members and many of them have had similar issues and after disputes, again the company did nothing and claimed they were not in the wrong for damages their car wash caused on cars.  
  
  
  Sincerely,
  
  ***** *********

  Business response

  02/03/2022

  Country Club Car Wash stands by its decision.

*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. ↩