Business Profile

Car Wash

Sam's Xpress Car Wash

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Complaints

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

Customer Complaints Summary

33 total complaints in the last 3 years.
13 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:02/18/2025
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.
On February 14, 2025 we entered **** Car Wash on ******************** in *********** and when we exited the car wash we noticed our right back bumper broken and swinging off of the vehicle. We pulled into a parking spot by the vacuum cleaners and waved over attendant which was the manager and he filed a report and told us to get estimates and they would take care of it. Since Monday was presidents day it would be Tuesday before headquarters would call us . Today February the18th no one called however I called and the customer service lady was going to get someone from corporate to call me. No one called and than the Manager from the Richmond store called and stated he watched the video and claimed it was our fault the car wash damaged I ask to schedule a time with him to watch the video and he stated it was sent to corporate I would have to call them and he was now paying the claim. I asked for his insurance information and he stated he didnt have it. I called corporate and the stated I would have to talk to store manager and he had video and they didnt have insurance. This wash has done about ******* or more damage.
Business Response
Date: 02/19/2025
February 19, 2025
BBB Response to Complaint Case#: ********
This letter is in response to the BBB complaint Case#: ********. The customer is seeking repairs to their vehicle for claim 18305.
All **** Xpress Car Wash locations have a claim process the customer can complete when concerned about alleged damage from the car wash. **** Xpress thoroughly investigates alleged damage and walks customers through our washing process to best determine liability.
Management will be reaching out via phone to discuss possible resolutions that fit both parties.
Please feel free to contact us if you have any further questions.
Regards,
**** Xpress *******************
Initial Complaint
Date:02/11/2025
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.
June 5th 2024 at one of their locations the wash attendants allowed us into the tunnel with items in the truck that shouldn't be within the wash and knew of it, during this time the wash malfunctioned multiple times and towards the end of the wash the items flew out inside the wash, it stopped again so we went to retrieve them while the wash started again! During this the vehicle doors were open blowing it back into the vehicle behind and damaging the doors on the truck. Once we exited they came over after the fact and would not provide proper information to write a claim until the police were contacted and arrived. After filing the report and contacting the company after they refuse responsibility to pay for the repairs to the truck or car. Management very rude as well and I am a long time fleet account customer!
Business Response
Date: 02/12/2025
February 12, 2025
BBB Response to Complaint Case#: ********
This letter is in response to the BBB complaint Case#: ********. The customer says the car wash incorrectly denied the claim 11109.
All **** Xpress Car Wash locations have a claim process the customer can complete when concerned about alleged damage from the car wash. **** Xpress thoroughly investigates alleged damage and walks customers through our washing process to best determine liability.
The customer states on their incident report that after intentionally leaving the vehicle the wash track moved in a fashion that damaged their passenger door. **** Xpress Car Wash investigated the camera footage of the incident, and it was revealed that the customer exited their vehicle prior to fully exiting the wash tunnel as well as the vehicle is seen with reverse lights on indicating a change in gear to reverse which would have caused the alleged damage. Additionally, our blow dry equipment is not strong enough to push the weight of a vehicle as was stated by the customer as well. Due to these findings **** Xpress Car Wash denies any liability regarding the damage claim.
Please feel free to contact us if you have any further questions.
Regards,
**** Xpress *******************
Customer Answer
Date: 02/12/2025

I am rejecting this response because: The workers at the car wash allowed initial entry with items in the truck that should not have been there being the problem causing the majority of the event at hand. Furthermore, there were no workers monitoring the wash tunnel what so ever for safety purposes there were people outside of the vehicle and in the vehicle behind in danger the wash should have never been started again. Also, you can see the image attached that my vehicles reverse lights are programmed to come on as exit courtesy lights once the door in open that doesnt indicate that the vehicle was in reverse nor was there any way for the vehicle to be put in reverse because the driver was not inside the vehicle at that time the door was open driver exited. This response to deny is therefore invalid.

Business Response
Date: 02/19/2025
February 18, 2025
BBB Response to Complaint Case#: ********
This letter is in response to the BBB complaint Case#: ********. The customer rejected **** ********************** response to claim 11109.
All **** Xpress Car Wash locations have a claim process the customer can complete when concerned about alleged damage from the car wash. **** Xpress thoroughly investigates alleged damage and walks customers through our washing process to best determine liability.
Footage on June 5th 2024 at 5:04 PM of the incident clearly show the customer exiting the vehicle while the wash is moving. At this point the vehicle is seen hopping over, in reverse, both tire rollers that push the vehicle at 5:04 PM before colliding with the vehicle behind it. The customer and passenger, outside the vehicle during this time, are shown attempting to stop the vehicle as it moves in reverse and only stops once the driver gets back into the vehicle. One roller is set behind the rear driver side tire to push the vehicle through the tunnel and a secondary one behind it to ensure if one roller is jumped or hopped there is a backup roller to prevent collisions. A vehicle would only jump a roller in this case either due to pressing the brakes or changing gear to reverse. The vehicle in this instance is accelerating backwards during this entire process. Due to these findings **** Xpress Car Wash denies any liability regarding the damage claim.
Please feel free to contact us if you have any further questions.
Regards,
**** Xpress *******************
Customer Answer
Date: 02/19/2025

I am rejecting this response because:

the only reason the vehicle stopped at this time was yes because I entered the vehicle to press the brake and the wash finally came to a stop. With both front doors open and the positioning of the vehicle I strongly believe the strong force of the wind blowers in the tunnel like environment entering a closed cabin would provide enough force to send the vehicle in a backwards motion. Furthermore, regardless of any of these actions at the end of the wash these events would have never transpired if the wash attendants performed their duties ensuring there was no items that could come out of the vehicle during the wash which they did not and also did not monitor the wash to shut it down for an emergency situation where the vehicle occupants had to exit due to extreme anxiety of multiple wash failures and danger of the items coming flying out into the wash when it was restarted.
Initial Complaint
Date:10/10/2024
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 Saturday, Oct. 5th 10 am eastern, I paid for car wash service with *** Xpress Car Wash. Upon exiting the car wash service tunnel and parking at the vacuum section, I noticed the panel on the right side of the rear windshield was missing from my car. I immediately seek assistance and an employee ***** retrieved the car part panel from the car wash tunnel. She informed me of manufacturer defect for this car part, which she called ***************** Bulletin (***). She provided a print out of this *** for this car part. Monday, Oct. 7th, I reached out to ****** ***************************** regarding the car part. The service department informed me that there is no manufacturer defect for this car part. Same day, I went back to the car wash to file a claim through their claim process. Wednesday, Oct. 9th, I had the same ****** dealership fix the issue, which required a new panel plus installing it. Afterward, I returned to the car wash with the ****** dealership invoice of the fix, which is $646.79, so the invoice could be processed with the claim. Thursday, Oct. 10th at 12:20pm eastern, I received a call from car wash on site manager *****, which she again tried to explain the ***. I informed ***** that there is no manufacturer defect for the car part. Since the car wash service broke the car part, the car wash is liable for the fix, which is $646.79. On site car wash manager ***** informed during the phone call that the car wash will not cover the cost of the fix; thus, the claim is being denied. For documentation purpose, I have TSB printed out, ****** Invoice and car wash claim submitted
Business Response
Date: 10/11/2024
October 11, 2024
BBB Response to Complaint – Case#: 22406431
This letter is in response to the BBB complaint Case#: 22406431. The customer says the car wash incorrectly denied the claim 14515 and are withholding payment for repairs.
All Sam’s Xpress Car Wash locations have a claim process the customer can complete when concerned about alleged damage from the car wash. Sam’s Xpress thoroughly investigates all alleged damage and walks customers through our wash process to best determine liability.
Sam’s Xpress® Car Wash management provided a technical service bulletin to the customer as a supplement indicating that Nissan is aware of the common issue regarding the model driven by the customer. Due to the service bulletins existence Sam’s Xpress® Car Wash denies any liability regarding the damage claim.
Please feel free to contact us if you have any further questions.
Regards,
Sam’s Xpress® Car Wash Management
Customer Answer
Date: 10/11/2024

I am rejecting this response because: company did publish nor communication this TSB before I paid for the car wash service or before incident occurred. TSB is not a manufacturer defect or recall on the car part panel.
Business Response
Date: 10/11/2024
October 11, 2024
BBB Response to Complaint – Case#: 22406431
This letter is in response to the BBB complaint Case#: 22406431. The customer says the car wash incorrectly denied the claim 14515 and are withholding payment for repairs.
To clarify, a TSB is an informational bulletin issued by the vehicle manufacturer to alert vehicle owners and service providers of known issues.
It is the responsibility of the vehicle owner to stay informed about any maintenance needs or potential issues with their vehicle as per manufacturer recommendations. The TSB was available for review online to all potential customers prior to the any visit that would alert necessary precautions related to the model vehicle. Sam’s Xpress® Car Wash team followed procedure by taping down the piece to assist in keeping it in place prior to the wash entrance.
Due to the bulletin being available prior to the visit Sam’s Xpress® Car Wash denies all liability for claim 14515.
Please feel free to contact us if you have any further questions.
Regards,
Sam’s Xpress® Car Wash Management
Customer Answer
Date: 10/12/2024
I disagree with company's claim. This matter will be addressed via legal channels
Initial Complaint
Date:09/16/2024
Type:Billing Issues
Status:
ResolvedMore 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 complaint is like the one above. I reviewed my credit card statement and there have been monthly membership fees after my trip to the carwash in April 2024. . I did not authorize sign up for any type of membership and these charges are fraudulent . I called my cc company and had a new card issued. $25 charges on 5/29, 6/29, 7,29 and 8/29/24 were not authorized by me. I have paid each time I had my car washed at the **************** in ********* location and I have purchased coupon books at Christmas to distribute to my family as a stocking stuffer. I am contacting the business to register my complaint.
Business Response
Date: 09/17/2024
September 17, 2024
BBB Response to Complaint Case#: ********
This letter is in response to the BBB complaint Case#: ********. The customer says they want a full refund for a membership charges from May to August 2024.
The customer states they did not sign up for a membership with **** Xpress Car Wash.
**** Xpress ******************* team will be reaching out to the customer directly to address their concerns. **** Xpress staff is happy to address any concerns customers have with their refund requests regarding membership fees.
It is our intention to address customer concerns in a timely manner and to the best of our ability to ensure all concerns are addressed.
Please feel free to contact us if you have any further questions.
Regards,
**** Xpress *******************
Customer Answer
Date: 09/18/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

Thank you. I talked to ****** who said they would be crediting my account for $100 (O4 x $25k) unathorized charges in 3 to 5 business days.
Initial Complaint
Date:09/02/2024
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.
I recently reviewed my credit card statement and there have been monthly membership fees starting at $20 and increased to $25 per month beginning 4/2023. I did not authorize sign up for any type of membership and these charges are fraudulent . I contacted **** Express on 9/2/2024 at 1:30pm and spoke to ******. I have contacted my cc company and had to close my card. I have been paying for washes at the location in ************ ** every time I have used this car wash.
Business Response
Date: 09/03/2024
September 3, 2024
BBB Response to Complaint Case#: ********
This letter is in response to the BBB complaint Case#: ********. The customer says they want a full refund for membership charges from May 2023 to August 2024.
The customer states that they did not authorize the membership charges during this time.
**** Xpress ******************* team will be reaching out to the customer directly to address their concerns. **** Xpress Car Wash sells individual washes as well as monthly memberships. **** Xpress staff is happy to address any concerns customers have with their purchases made on site.
This concern has been escalated to upper management for review as of 9/2/24 after the phone conversation with the customer.
It is our intention to address customer concerns in a timely manner. We plan to help the customer to the best of our ability to ensure all concerns are addressed.
Please feel free to contact us if you have any further questions.
Regards,
**** Xpress *******************
Initial Complaint
Date:09/01/2024
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.
Major scratches down the passenger side of my car from front bumper to back bumper
Business Response
Date: 09/03/2024
September 3, 2024
BBB Response to Complaint Case#: ********
This letter is in response to the BBB complaint Case#: ********. The customer says the car wash allegedly scratched their vehicle.
**** Xpress ******************* team will be reaching out to the customer directly to address their concerns. **** Xpress handles any alleged vehicle damage with the customer directly, completing a thorough investigation, including reviewing the alleged damage, pictures of the vehicle, and completing a formal report.
It is our intention to address customer concerns in a timely manner and to the best of our ability to ensure all concerns are addressed.
Please feel free to contact us if you have any further questions.
Regards,
**** Xpress *******************
Initial Complaint
Date:08/31/2024
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.
I tried calling back in May 2024 to cancel my membership as I had gotten into a car accident and my vehicle registered with the car wash had been totaled. Since my vehicle was totaled, I couldnt retrieve the barcode serial number needed to cancel my membership and was told I couldnt cancel without it. I called again a few months later in August 2024 after still receiving monthly charges on my card and explained the situation again. This time I was told the membership could be canceled, but the 3 months since the accident couldnt be refunded to me, only the month of August since it went through that same day. Im requesting BBB to step in and refund me the 3 months of charges I received after calling the initial time to cancel.
Business Response
Date: 09/03/2024
September 3, 2024
BBB Response to Complaint Case#: ********
This letter is in response to the BBB complaint Case#: ********. The customer says they want a full refund for a membership charges from May to July 2024.
The customer states they reached out in May 2024 to cancel their membership and they were unable to do so without their RFID tag. **** Xpress Car Wash has no record of the customer reaching out prior to August 2024. Any membership can be cancelled with name, number, license plate, and/or last 4 digits of the credit card on file.
**** Xpress ******************* team will be reaching out to the customer directly to address their concerns. **** Xpress staff is happy to address any concerns customers have with their cancellation request.
It is our intention to address customer concerns in a timely manner and to the best of our ability to ensure all concerns are addressed.
Please feel free to contact us if you have any further questions.
Regards,
**** Xpress *******************
Initial Complaint
Date:08/26/2024
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.
I went to ***!s car wash on Wednesday, 8/21/2024 located in ************, ***, **********************. I ran my new truck through the car wash. While I was drying my truck down i discovered the right driver rim was damaged. iI get the mod and right away the manger said it didnt happen there keep in mind this is a brand new truck havent driven the truck in months. So the mod tell me to fill out a claim form and the manager will call me. He called the next day and told me to come back to the car wash. I get to the car wash and he asked me what happened. I told him I ran my car through the car wash and my front driver *** came out with a big deep cut in it. His immediate response was, it didnt happen here because there steel rail have a hard plastic cover on them. He said my tires was not the same height as the railing, to make a cut that high on the rim. After going in circles with him we put my truck back in the car wash rail and the cut was the same height and than he said he had the wrong truck but he was looking at video in the office. So i asked to speak to another manager and he gave me the same song and dance. Now Im waiting to hear from corporate to see if someone there can help me. If you use these car washes please check your rims and vehicles before you leave the property and please fill out a claim form. I will post the outcome.because the two managers, ******* and ******* did everything in their power to pretty much tell me that I was not telling the truth. Please be aware of that **** car wash.
Business Response
Date: 09/03/2024
September 3, 2024
BBB Response to Complaint Case#: ********
This letter is in response to the BBB complaint Case#: ********. The consumer says **** Xpress incorrectly denied their claim #*****.
All **** Xpress Car Wash locations have a claim process the customer can complete when concerned about alleged damage from the car wash. **** Xpress thoroughly investigates all alleged damage and walks customers through our wash process to best determine liability.
Our decision to deny the claim on 8/23/24 was due to the practical impossibility for the car wash to produce the alleged damage. Management walked the customer through the wash and explained how the equipment operates. The customer left with statements regarding news outlets and legal which at this point was escalated to the District Manager who reached out and left a voicemail for response to the customer on 8/23/24. We have not received a call back concerning this claim.
Please feel free to contact us if you have any further questions.
Regards,
**** Xpress Car Wash Team
Customer Answer
Date: 09/03/2024

I am rejecting this response because:The district manager never called me on the 23 of august .reached back out to the district manager today ,and he returned my call. There was no resolution.he stated the damage didnt happen at **** car wash.
Initial Complaint
Date:07/16/2024
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.
Please warn about this business and the policy of no refund that is crazy it 2024 most every business will refund your money don't use them the woman at corporate office is very rude they a bunch of very rude and unprofessional .Wow 1
Business Response
Date: 07/17/2024
July 17, 2024
BBB Response to Complaint Case#: ********
This letter is in response to the BBB complaint Case#: ********. The consumer says **** Xpress denied their refund request and was rude over the phone.
The customer has had his membership since his initial purchase in December 2023. Upon purchase, he agreed to our terms and conditions stating he will be billed monthly unless cancelled. Customers membership was in a declined state until he renewed it at our pay station on 6/8/2024.
The account declined again 7/8/24 7/15/24 until billed the morning of 7/16/24. Customer then reached out to our Support Team requesting a refund.
**** Xpress processes all cancellations as received. Per our terms and conditions, we do not provide refunds if a cancellation is not received at least 2 business days prior to the billing date, for the vehicle on the customers account. There were no online submissions or calls to terminate his account prior to 7/16/******* AM.
Our Support Team attempted to address the customers concerns and offer different solutions within our terms and conditions to which the customer hung up without resolution. After reviewing the phone recording of the conversation our opinion is that our representative operated within our expectations of customer service respectfully. Our team confirmed internally their account has been cancelled and will not bill them further.
Please feel free to contact us if you have any further questions.
Regards,
**** Xpress *******************
Initial Complaint
Date:06/30/2024
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 Saturday, June 1, 2024 at approximately 5:30 p.m., I visited the ***** Express Car Wash store #*** located on **********************************************************************. While visiting your location, my right/passenger side mirror was broken while inside of your machine. I observed the right side washer spin furiously and pushed my right/passenger side mirror forward and then continue to spin uncontrollably until it snapped the right side mirror off of the vehicle until it was only hanging by the sensor wires. Immediately after exiting the car wash machine, I went to locate an employee with ***'s Car Wash Express. ****** provided me a form to complete my claim and advised that it may take 1-3 business days to follow back with me.On Monday, June 3rd, 2024 at approximately 8:07 am I was contacted by ****** the manager Store #***. He advised that my claim was reviewed and that I had "adhesive" in the mirror and b/c it was altered or tampered and would not be repair my vehicle. Since the car's purchase, there was NO issues, NO alterations, NO reports of my Right passenger side mirror being damaged.After leaving store # ***, I visited the corporate location at ***************** Ste. ********************** where I spoke with ******, the manager over their customer support team. He advised that the *************************, District Manager, would be in contact with me by end of day.I did not received a phone call from ***** until June 4th. ******* our conversation, I expressed the incident that occurred on June 1st, and that the incident was escalated due to lack of communication; which ****************** apologize since this was my first and last experience with the company. ****************** only wanted to provide me with a check of $250 for my claim. He then offered to have an independent adjuster "Bill from AR Appraisers to contact me to take a look at my vehicle. It has been over 3 weeks with no contact and no follow up on this issue. If no resolution, legal action will take place.
Business Response
Date: 07/02/2024
July 2, 2024
BBB Response to Complaint Case#: ********
This letter is in response to the BBB complaint Case#: ********. The consumer alleges **** Xpress denied their claim without proper investigation.
All **** Xpress Car Wash locations have trained management that process a claim if received. Management investigates all possible reasons for alleged damage and continues contact with the customer frequently throughout the claim process. Per the investigation of the customers alleged damage, it was found that the mirror had adhesive holding it in place, which concludes there were aftermarket changes made to the mirror. **** Xpress denies liability for aftermarket damage. The customer was offered a supplemental check as a courtesy which has been denied by the customer.
The resolution wasnt sufficient for the customer, as they were expecting additional confirmation from our independent adjuster on the aftermarket repairs. The communication from our third-party adjuster did not reach the customer in a timely manner. This is not in line with our standards and our management team has reached out to the customer immediately to provide additional information.
Please feel free to contact us if you have any further questions.
Regards,
**** Xpress Car Wash Team
Customer Answer
Date: 07/02/2024

I am rejecting this response because:
No one from the company has immediately reached out via email, mail, or telephone correspondence. No one has called or provided follow up. My claim was denied based up a picture without thorough inspection. In the picture you can clearly see there is a film that aligns to manufacturing part of the passenger side mirror. It there was truly adhesive it would have been located under the mirror that was broken off by you machine as well.
I have went to 5 collision locations including ****** who have ALL confirmed that I have the ORIGINAL manufactured side mirror and that it was never altered. There is no adhesive in my mirror and the adhesive in question is a manufactured thin film coating that came with the original mirror. This same exact filmcan be found in a new passenger side mirror purchased part as well. Attached is the photo that was referenced as having adhesive when clearly nothing but the clear film is there.
Business Response
Date: 07/03/2024
July 3, 2024
BBB Response to Complaint Case#: ********
This letter is in response to the BBB complaint Case#: ********. The consumer rejected **** Xpress response to denying their claim without proper investigation.
Management reached out on the morning of July 3, 2024, to discuss our third-party adjusters assessment of the alleged damage, which was performed as a courtesy to reiterate the safety of our equipment. The claim was initially denied on 6/4/24 as a result of the present adhesive on the mirror assembly and no other mirror incidents occurring on site.
The assessment from the adjuster indicated adhesive on the assembly resulting from an aftermarket repair. The Carfax report on this vehicle confirmed there was a front-end collision on 9/13/2020 when initially asserted by the customer the vehicle has never been in an accident.
The claim stands as denied due to these facts.
Please feel free to contact us if you have any further questions.
Regards,
**** Xpress Car Wash Team
Customer Answer
Date: 07/03/2024

I am rejecting this response because:
*********************** reached out and as I explained to him again from our original conversation no one contacted me. He promised on our original call that I would be contacted by an adjuster who would schedule time to come out and view the vehicle to confirm that there is no adhesive in my mirror. Based on our previous interactions I wish to speak with someone else from this organization. He has repeated laughed in my face to my claims, called me a liar, and provided me a screenshot of someone randomly providing a response saying that if it was glue it was the neatest glue job he has ever seen. This going back to my original point there is no glue. As there is no adhesive as confirmed by 5 collision places. ****************** methodology of handling my claim is solely guided by the interaction I had with his store and is not taking the situation seriously. Nor do he respond in a professional manner. Mr. ************* could not have told you guys that I did not advise of a hit and run that occurred on the left side bumper of my vehicle in 2020 because I also advise this information to the manager of your customer service team when I visited your corporate location BEFORE ever getting in contact with ******************. I also advised ****************** of this and he proceeded to tell me that he did see it on the car fax and we began to go back and forth on the issue b/c my right passenger side mirror was damaged at your establishment not the left side of my vehicle that was impacted in 2020. This ordeal is very disappointing and I wish to proceed with next steps on this claim.

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Sam's Xpress Car Wash is NOT a BBB Accredited Business.