ComplaintsforAutobell Car Wash, LLC

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for and received a car wash and interior cleaning at Autobell Car Wash - Location # A78- located on *******************, *********, ** on Saturday, 5/28/2022 around 2pm. Upon re-entering my vehicle, I immediately noted that the touch screen, which houses all car commands, was very deeply scratched in two places. This car is new 2022 model and has less than ***** miles. I am undenably certain, without doubt, that the screen was NOT scratched prior to arriving at and turning my car over to the staff at Autobell. I spent some time reviewing the screen functions prior to entering the car was as there are two functions that must be disabled prior to an auto wash. I absolutely would have noticed these very prominent scratches during this time had the damage existed prior. Both scratches are extremely obvious. Upon noting this damage, I informed the manager on duty, *****************. Mr. ***** immediately told me that they use 'soft cloths' and there was 'no way' this could have happened at Autobell. He further explained things were 'essentially your word against ours' and assured me that Autobell would not be held responsible. I asked him to file an incident report, which he did. The claim number on this report is ******. I also asked to speak with his supervisor and Mr. ***** informed me that would not be possible but that he would call her himself. Per Mr. *****, he called the store manager- ************************* at **************. He returned to inform me he has spoken with his manager and again, that they 'would not be responsible'. In Mr. maize's report, he notes "After my investigation I have found nothing that would cause damage. Autobell will not be responsible". He lists the cause as "Previous damage", though Mr. ***** did not inspect the screen prior to the service performed by his staff. Mr. *****'s 'investigation' was a glance at the 2 scratches and he took photos. The estimated repair given to me by ****** is $1,800.

  Business response

  06/03/2022

  Thank you for the opportunity to respond to our customer, ****************.  

  An investigation was completed and it was determined that the deep scratches in her screen could not have been caused by our soft, microfiber towels.  We have made multiple attempts to reach **************** to discuss this matter. We stand behind the safety and quality of our process and equipment.

  
  Thank you,
  *******************
  District Manager
  Autobell Car Wash Inc.

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 20th at 8:08 am I paid for a super poly wash for $32.09. Upon entering the carwash my cash did not have any scratches on it. After the wash there were 14 scratches on my roof on both sides of the sunroof. I saw it on Friday but did not have time to go back and do the complaint. I went back this morning and they are trying to deny it happening. **** the store manager was very rude, did not care to listen only wanted to speak. I asked him to escalate the issue and he said he could not because he was the one in charge. I called the corporate office and found out he reports to District Manager name Nate. **** stated that even if I called corporate he would be the one to call me back and say No again! He also stated that the Autobell did not have any insurance to cover these types of issues. **** was a a** to be honest and he should not be running a customer service industry. He quickly dismissed my complaint. I would like them to take care of the damage they cause to my vehicle. I called ************ and spoke to a customer service agent and they escalated it for me despite him saying I could not. The car was just purchased and it did not have any scratches on it. *************************** is the store manager at the ********** location. My next step is a attorney.

  Business response

  05/26/2022

  ************ washed his vehicle on May 20th. He brought his vehicle back on May 23rd claiming the car wash scratched his vehicle. The store manager looked at scratches and filed a claim with the customer.After investigating the claim, we could not find any evidence to support it.

  I spoke with ************ over the phone and told him I agreed with the managers decision. Based off the evidence we have we cannot accept responsibility for this claim. Autobell Car Wash stands behind the safety of our car wash, policies, and procedures.
  
  ***********************
  Autobell Car Wash
  District Manager

• Initial Complaint

  04/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited Autobell ************************************ Tuesday, April 12 around 9:15 9:30 am. As I was going through the car wash, I placed items into my middle console. Nothing was out of place or abnormal. That afternoon, I open my console and immediately noticed items out of place. Then I notice that my portable car charger was missing. The only individual who was in my car was the Autobell worker (Maraje *****, misspelling?). I immediately called the number given online. I told the attendant the issue. She stated she would contact the manager at the store and asked for a description of the item. On Wednesday, April 13, I went to the establishment about 8:30 am. When I arrived all the workers started approaching me as if they already know the issue. My first problem with the visit was I asked for a manager. The individual who I asked ******* stated he was a manager (in which I later learned he was not). He ******* stated he would look at the camera and return. However, he did not return but the Manager (*********************) did. He said he viewed the footage. He did agree with the same two individuals working on my car who I stated. Although he (*********************) agreed that the person, who I suspected of taking the item, was the only one in my car, he stated how ************** did not do it. He stated, while defending **************, We are not supposed to go into the middle console, He is about to get his own store. I do not think he would risk it for stealing a portable charger. I told him, Look, he was lying down which I thought was odd. The only think I saw was the top of his shoes. The reason he could not be seen is that he was going through my middle console. They (He) do not know what the charger was used for, it could have been a life and death situation. And, "Autobell **** would have been responsible (unfortunately). Since "Autobell" is responsible, I request a credit to my account (to replace the item) and take it out of the worker's check.

  Business response

  04/19/2022

  At Autobell, our employees are our greatest asset, and we strive to hire, train, and develop the best possible employees.   
  
  As part of our training program, we instruct employees to never open any closed compartments, glove boxes, or center consoles unless requested by the customer.  ********************** provides outside waiting areas where the customers can easily supervise their cars being cleaned because we want our process to be as transparent as possible. 
  
  We take all accusations of theft very seriously.  When we were alerted a phone charger was missing, the video footage of Mrs. ********** was reviewed.  We found nothing out of the ordinary regarding the cleaning process.  The young man accused of the theft is one our outstanding managers who has been thoroughly vetted and completed our management certification program.  The situation was investigated, and the accused manager was interviewed.  He stated the middle console was not opened and the phone charger was not removed.  After our full investigation,weve determined Autobell cannot take responsibility for the missing phone charger.   

  Rob Stuck
  District Manager
  Auto Bell Car Wash

• Initial Complaint

  03/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In January 2022, I signed up for AutoBell's "app ride-thru unlimited plan" at $15.99/month. The first month, I had a $15.99 charge on my credit card, as expected. However, the next charge, for the month of March, was $19.99. When I emailed them to ask about this, they said they raised their prices as of Feb 28, 2022. However, they gave me NO NOTIFICATION of this price increase, and as of today, 3/11/22, their website (https://www.autobell.com/services-pricing/unlimited-plans) still advertises this service for $15.99/month. This is false advertising, and unfair bait and switch pricing with no notification of any price increase. This is unfair and unethical business practice, and I suspect illegal advertising.

  Business response

  03/14/2022

  After further investigation we resolved issue with customer. We were able to issue a refund for the incorrect charge and ensured the customer we would correct his prices. Customer was happy with the resolution.

   

  Autobell Car Wash

  Customer Care

• Initial Complaint

  12/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Autobell at ****************************************************** is complete trash. I purchased the best unlimited plan and thought for almost $80 a month I would get a decent experience. That was not the case. Both times I go they run the car through the wash and after I pulled out I was never guided or instructed on what was next. I waited both times for someone to come and out of almost 10 employees no one ever came. I figured I would leave feedback on there website and they canceled my membership. I would highly advise you to go to any other car wash and use the unlimited plans. They are half off and you wouldnt have thrown away $80.

  Business response

  12/13/2021

  On Thursday December 9th Ms. ***** contacted us about a suggestion on improving our instructions when exiting the car wash and indicated that her unlimited plan not be renewed. She returned to the car wash after sending in her suggestion. The manager on duty explained our process and explained that when pulling out of the car wash, she would have to pull into the vacuuming area and stop. The customer's plan has been cancelled and will not charge her any further. The unlimited plan will remain active until the next billing cycle. I am happy to meet with Ms. ***** at the location to walk her through our process and to gather any additional feedback she would like to provide to better our operation. I apologize that your experience with this has not met your expectations and look forward to meeting with you.
  
  Thank You,

  
  *********************, District Manager

• Initial Complaint

  11/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my new 2022 SUV to AutoBell at **************************************. Their automatic car wash scratched my paint on the right rear bumper and right passenger door down to the metal. This was the first car wash the car has ever had and I had inspected the car before putting it in the car wash. I am certain the resulting scratches were not there before the car entered the wash. I took pictures of the damage. The store manager (**********************) indicated that it is store policy to deny any damage claim unless the paint scratches indicate a pattern of continuous scratching. This is obviously a canned response/tactic used by management to discredit the validity of any damage allegations. I think the only fair outcome is for management to pay for the paint repair.

  Business response

  11/16/2021

  **************** came in on November 12th around 4:00 pm and purchased a car wash.  Once he exited the wash tunnel, he showed ***** the Store Manager,damage on the rear passenger side corner of his vehicle.  **** then began a full investigation into ******************** claim.  He immediately inspected the wash equipment.  The wash equipment was in correct working order, and the brushes were free of debris.  After this **** inspected the vehicles of the customers that came in before and after ****************.  He was not able to find any damage on any other vehicles.  There were no reports of damage from any other customer that day.  In conclusion of the investigation **** found no evidence to support taking fault for the claim and denied responsibility for damages.    
  
  Rob Stuck
  District Manager
  Autobell Car Wash

  Customer response

  11/18/2021

   
  Complaint: 16147866
  
  I am rejecting this response because:

  Thank you for updating me on the business response below.  Please note that I dont find their response to be a fair and reasonable. I would ask that they provide me with their business insurance contact information so that I can start the process with initiating a claim directly. Otherwise the next step would be small claims court and a social media campaign to share my experience. 

   

  Thank you,

  Will

  
  
  

  Business response

  12/09/2021

  ****************,
  
  Im sorry you found our investigation of your damage claim unsatisfactory.  At Autobell we stand behind the safety of our equipment and the integrity of our investigation process.  We are self-insured and you are welcome to file a claim with your insurance company and they will begin their subrogation process with us.  
  
  Rob Stuck
  District Manager
  Auto Bell Car Wash

• Initial Complaint

  10/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sat. Oct. 16th 11:30 am, I visited the **********************************************************, I paid, pulled up,stopped, attendant didn't spray down my car, I was surprised my car started moving, I made sure in Neutral, attendant in front of my car said "make sure it is in neutral, it was, I was unaware there was a problem until I bumped into the car ahead of me. The wash stopped, then resumed. The Mgr. came over, He assured me it was my fault and the car had scratches on it. Why not yell to stop? Window was rolled up. Emergency Stop wasn't hit until after contact???? My fault? I try to leave, no keys. I asked DO YOU HAVE my keys, NO. I had to be picked up, family spent 3 hrs looking for keys and how to come up with$400 to get replacement. Wife went by to see if she could find key on way to buy new one, THEY HAD MY KEYS! Finally talked to mgr. on Monday, Customer always admits car in Drive, normal procedure TO TAKE KEYS. HE forgets pre-wash too, MY Fault, if it was I wouldn't be filing complaint.

  Business response

  10/20/2021

  Thank you for the opportunity to respond to Mr. ********** The customer was asked to place his vehicle in neutral, keep his foot of the brake and his hands off the steering wheel. We have signs posted at the entrance of the car wash with these instructions as well.  The customer's vehicle accelerated forward at a higher rate of speed than the conveyor was currently running, causing him to hit the vehicle in front of him. This indicates that he had not followed our instructions.  We do not accept responsibility for this claim due to Mr. ********* being in full control of his own vehicle and not following our verbal or posted instructions. 
  
  Thank you,
  Ryan M****
  District Manager

• Initial Complaint

  09/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to Auto **** On August 19,2021 ... When I took my Buick Envision through the machine to have it wash, half way through, I heard this loud sound and it sounded like a piece of metal was beating on my car, after I got through the machine, I jumped out to look at my car and there were scratches on the driver side of the mirror and on the rear left of my SUV and towards the back end of my SUV. The manager on duty that day looked at my SUV and took pictures of it. The manager asked me to run it back through to see if it disappear, after doing that he said he had checked the other vehicles to see if they had any damages done to them. The manager came back to me saying ,"the other vehicles didn't have any damages to it." He said, "Auto **** cannot be held responsible. My Buick Envision did not have any damage done to until I went into that cash wash. I have always been a satisfy customer until now. I would like Auto **** to repair my damages.

  Business response

  09/27/2021

  On August 19th, 11:05 AM, Mrs. **** purchased a wash at our location on 13698 Warwick Blvd. After the wash process was completed, she noticed scratches on the left rear side of the vehicle, as well as the driver side mirror. Once the damage was brought to our attention, we inspected the inside of our car wash bay. During inspection, we did not find anything out of order with our equipment. We then checked the cars that were washed before and after Mrs. ****'s vehicle, looking for similar marks, in which we were unable to find comparable damage.
  
  After rewashing the vehicle, we concluded that there were no additional marks or scratches made by the equipment. We documented our investigation on an incident report. Mrs. **** filled out her portion of the document and was given a copy of the report. In closing, we were unable to find any evidence that this damage could have been caused from our car wash.
  
  Sincerely,
  Ryan O***** Store Manager
  ***** ******* **** Newport News, VA 23602
  Autobell Car Wash, Inc
  

  Customer response

  09/29/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I donot agree,because when Itook my buick envision through the machine to have it wash,half way through,I heard this loud sound like a piece of metal was beating on my car,after i got through the machine, I jumped out of my car and looked to see for any damage.and there was scratches on the driver side of mirror and on the rear leftand toward the backend of my car.I will like autobell to repair the damages.

  Business response

  10/08/2021

  Autobell stands with our previous statement.

  After the wash process was completed, customer noticed scratches on the left rear side of the vehicle, as well as the driver side mirror. Once the damage was brought to our attention, we inspected the inside of our car wash bay. During inspection, we did not find anything out of order with our equipment. We then checked the cars that were washed before and after the customer's vehicle, looking for similar marks, in which we were unable to find comparable damage. After rewashing the vehicle, we concluded that there were no additional marks or scratches made by the equipment. We documented our investigation on an incident report. The customer filled out her portion of the document and was given a copy of the report. In closing, we were unable to find any evidence that this damage could have been caused from our car wash.
  
  Mike H******
  District Manager
  Autobell Car Wash, Inc.
  1521 E. Third Street
  Charlotte, NC, 28204

• Initial Complaint

  08/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i went to Auto Bell Rocky Mount, NC on 8/29/21 #claim check 1036 to get a car wash which i paid 34.15 total what what should have been outside and inside car wash, vaccum inside, armor all on tires and wipe down the inside. I spent over 45 minutes watching the attendants what i would call a detail to a car in front of me, the gentleman was tending to my car but left to go to the previous vehicle because the customer was being picky, meanwhile mine was left with no armor all on tires and they left smudges on my vehicle and when they were wiping mine down only one was working on it, the other attendant was standing just talking to him or just sat in the truck doing nothing and left my vehicle running the entire time until i shut the engine off while they were talking, after 45 minutes of this foolishness i just left not to mention i had to end up taking the vaccumm and doing the cargo space of my truck which they had no intentions of doing, the serve there is horrible

  Business response

  09/01/2021

  Business Response /* (1000, 5, 2021/08/31) */ Our management team contacted the customer and apologized for the service failure. She is happy and returning with the vouchers that we gave her.

*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. ↩