ComplaintsforMike's Carwash, Inc.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Machine in Mikes Carwash in *********** ********, malfunctioned and pulled vehicle off rails striking a pole and damaging front right bumper and fender, and caused collision from another vehicle at the rear damaging the rear bumper. I have witness that Car was in neutral, hands off steering wheel, feet off brakes. Claim # ***** was submitted. Manager was rude. On 02/22/24, Customer Claim Manager Janeese S******** from Fort Wayne sent letter denying claim without any investigation or explanation, making false assumptions not based on fact. Please confirm receipt and Advise immediately to avoid further legal steps or Complaint with Attorney General Consumer Protection. Thank you.

  

  Business response

  07/11/2024

   

  Hello,

  We do show that *** ******* came out of our conveyor rail on February 20, 2024, at our ********** location. We have video footage on this, and when watching his vehicle go through the carwash you can see that the carwash did not malfunction. You can see that all of the rollers are back behind his rear tires that are pushing him through the tunnel and that his front driver's side tire gradually turns going up and over our conveyor rail on its own accord. The only way this can occur is from inside the vehicle by the steering wheel being turned, or an alignment issue. We do have video footage of this which I can send separately being it is a bigger file to the BBB. 

  For these reasons we have denied this and suggest to the customer that he turns this over to his insurance carrier. 

  Thank you,

  Mike's Carwash

   

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday March 4th I went through the mikes car wash on the corner of State and Coliseum. About half way through the wash my car started to shake uncontrollably and the machine began to try and spit my car out of the track. When I exited the wash I got out of my vehicle to find that my rear driver side tire and wheel were both damaged. I have never gotten into and accident or hit any curbs with this car, I also inspect my car everyday before driving it and there is nowhere else this damage could have come from. The company says that my vehicle was in park and then openly told me that my wheels were spinning backwards (if a vehicle is in park the wheels do not move at all). They then told me that car was in reverse and openly said that there were no reverse lights on (all reverse lights work on my vehicle). Then they proceeded to disagree with me that when a vehicle is in neutral the wheels can go both forwards and backwards. I also stuck around after filing a complaint with the company and talked to others who had gone through, all the people I talked to said that their cars were also shaking throughout the wash.

  

  Business response

  03/20/2024

   

  We have spoken with the customer and explained what we are seeing in our video footage. His rear tire is spinning backwards as he is going through the carwash and his front wheel is moving forwards. This is indicating to us that his vehicle is in "Park" and not in neutral as we instruct all of our customers when coming into the carwash to put their vehicles into prior to entering the carwash.  For this reason, unfortunately we do not feel we are liable for any damage the customer is claiming to his wheel.

  Thank you,

  Mike's Carwash

  Customer response

  05/03/2024

  
  ***** *******
  12:36 PM (30 minutes ago)
  to me
  
  *******,
  I have already received a response from mikes through the BBB.  The case has already gone to court at this point. You may close the complaint.
  Thank you for the concern, ***** **

  

  Business response

  05/07/2024

   As the customer mentioned this case has gone to court and can be closed.

  Thank you,

  Mike's Carwash

   

   

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Visited Mikes Car wash location in **** ** at 9:05am on Tuesday 11/14/2023 for a standard wash. Upon entering the wash area or bay the employee was waving me into positioning without really looking at the wheels of my vehicle at all, as he had eye contact with me during most of the process until he instructed me to brake and shift the car into neutral. He proceeded to spray down one side and maybe half the front grille area of my car before the tracks began to pull me through for the automatic wash, immediately upon the front of my car entering the first set of rollers I felt an abrupt shift of my car (pushing it to the left of the track further than it was originally positioned). As this was my first visit to one of their locations and I was unfamiliar with the equipment or procedure I assumed this was a normal movement at the time. Left the location after the wash was complete and drove .7 miles to the complex where i work. Our employees at my location only consist of three of us who all park in one area with me being the last and the area next to me left open on my passenger's side. Slightly before my lunch break that day, I needed to retrieve a charger from my car and approached the passenger's side, noting that dirt was still covering the lower section of my doors as well as that side of my front end. Upon closer inspection I noticed a deep gouge completely cutting through my paint down to bear metal in some places running from the front passenger's side tire all the way to the back tire. This scratch or cut in my paint was positioned just above where the dirt was still remaining clearly making the cause surely appear to be some mechanical mechanism inside the bay that was not sitting at a low enough or proper level to clean the car and also resulting in this damage. They have denied my claim for repairs, stating they believe the scratch was only made visible after cleaning. I disagree as there was a clear line of damage under which the car was still dirty.

  

  Business response

  11/27/2023

  Customer has spoken to our Customer Service Manager previously and I reached out to see if we would come to an agreement.  I did inform the customer that the scratch in question is not consistent with our wash process.  We were unable to come to a resolution. I did inform the customer that we would be willing to arbitrate this matter through the BBB.

  Customer response

  11/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  I am confused by their statement that they could not reach a resolutions, seeing as they offered me no options on how to move forward other than to accept that they will not fix the damage they caused. I will not accept this, I expect the business the accept responsibility and offer compensation for their mistakes. No accountability has been taken. 
  
  Regards,
  
  ***** *****
  

  Customer response

  03/11/2024

  I do not accept the original offer, as no offer for compensation for damages caused was ever made. The only response I have received is the refusal to accept responsibility for the damage to my vehicle. I would be willing to meet to discuss this in person. 

  

  Business response

  05/07/2024

   

   

  We are willing to arbitrate.

  Thank you,

  Mike's Carwash

  Customer response

  05/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  They have offered no reasonable settlement.
  
  Regards,
  
  ***** *****
  

• Initial Complaint

  11/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Two different vehicles were damaged at this location. The first occurred in January of this year. The second vehicle was damaged in September of this year. The first occurred on 1/1/23. I was shocked at the amount of damage (paint chipped to the silver metal) on my hood, roof, trunk lid and both sides of my car. When I got home, I thought it was dried soap. I went to wipe it off that night and discovered it was not soap by the silver metal showing. I visited the location the next morning to file the claim and was surprised to learn the wash itself was closed due to "maintenance" with two Mikes trucks there. I asked about the maintenance and they didn't say what was being done....odd. I filed a claim then and Mike's sent their generic letter within a week refusing that their location caused it. Since I had a car wash book, I decided to take my other vehicle there on September 17th. There were two vehicles in front of me and I noticed that, as we were waiting to enter, the car wash itself was not running and there were two employees looking at the spinning equipment on the left side. At this point, I couldn't do anything since I was in line. When I got out the other side of the wash, I saw similar damage to the paint on the left side of my hood/side of car as well as what looks like 3-4 gouges in the top of the grill...all on the left side. I filed a claim and received the same generic letter several days later. When I filed the claim at the location and stated I saw the two employees inside, the employee looked nervous and had someone else come out to finish the paperwork. The employee asked me if I have my vehicle cleaned other places to which I confirmed I do not.....odd they would ask that unless they know what car wash damage looks like. Additionally, Mike's claims to video record everything and review the video on all claims. There is simply no way they do this. The damage to both vehicles is similar so there is no question. I keep my vehicles in great condition so having paint chipped down to the silver metal is caused by their equipment.

  

  Business response

  11/21/2023

   

  These two damages are completely two different things, the damage in January is damage that looks like stone chips/paint chips on their vehicle. The claim from September are scratches that are isolated and not consistent with the how are cloth goes over their vehicle. In both cases these are unfortunately not things that are consistent with what would occur from the carwash. We would always be willing to set up a further meeting with this customer to further discuss this matter with him. I can have our General Manager reach out to him to schedule an appointment with *** ***** to further discuss this matter.

  If this would be something he is interested in just let me know and I can get this scheduled.

  Thank you,

  Mike's Carwash

  Janeese S*******

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Friday, September 9th around 8pm. I pull onto the track as many other times before. I get several feet onto the track to hear and feel the crunch of my front end hit something. I could see the faces of multiple employees, that told me something bad had happened. I got out to confirm the front bumper had ripped and somehow hung on a portion of the entrance track. After exit, the employees do a clearance check to confirm the height of my vehicle is, and applies to their standards. A formal report was done. I’m told someone will be in touch in 2-3 business days. Before I leave I was approached by an employee stating the car wash had recently been worked on, and a portion of the track had been replaced and that is probably the issue. Over a week goes by to receive a letter from Janeese S******* (Customer claims manager) Stating the damage didn’t happened there. You can imagine what this felt like. My car is wrecked and I’m being told it is previous damage, good luck, and in hopes that I will continue to be customer, and return for business in the future. I can tell we are going on the your word against ours game. I phone Janneese and we discussed further the details, I was sure she didn’t know, and as explained in the paragraph above. She asked me if I had the availability to meet the general manager, Phil P*******, at the ******** location at 10am the following Saturday. I agree. I show up 5 minutes early to our scheduled meeting. I wait until 10:40 to talk with Phil. 40 minutes late for our scheduled appointment. He looks the car over, I’m assuming to make sure the damaged is as described, and the height is acceptable. After evaluating my car he takes a knee at the damaged area telling me he believes I have added changed features of my car to have caused this issue. I asked about, and he confirmed, the car was on video surveillance cameras and confirmed employees had saw what had happened but continued making me feel it’s as though I did something wrong.

  

  Business response

  10/31/2023

   

  Our manager did meet with this customer so we could get a better view of what was taking place and make sure we were being fair with this customer. When looking at the Telsa we found that the Telsa had a front lip spoiler on the front of it that was not a standard part for this vehicle. The customer had stated he bought the vehicle used and was unsure of what modifications had been made.  We believe that this front spoiler was a modification/ aftermarket part that caused him to have an issue. We have a sign posted at the entrance stating we are not liable for aftermarket items. 

  Also, I have checked with our management and maintenance and there had been nothing changed out on the track as Mr. Landrum had suggested. 

  For these reasons our decision still stands. 

  Thank you,

  Mike's Carwash

  Customer response

  11/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******* *******

  The facility has been and was stated to have been worked on by Phil P******* the location manager. He assured me he was the one that maintains and services the site. He confirmed the accident was on video surveillance cameras and confirmed his employees had saw what had happened but continued making me feel it’s as though I did something wrong. Ultimately my front bumper was damaged (ripped/ broke) at their facility at no fault of mine. This did happen,  my car hadn’t been altered. It crazy to me my car is somehow is disregarded by their opinion. 
  

  what about their initial response to the accident that did happen there as “it never happened at all” stated by Janneese S******* claims manager by letter when it was on video and seen by multiple employees of their own?

  This company and its representatives are lying.

  

  Business response

  11/08/2023

   

  We would always be willing to arbitrate this matter with the customer if he would like to do that. 

  Thank you,

  Mike's Carwash

   

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 2, 2023I went to the car wash at 6:36 pm. As I went into their pay, the employee did not directly in, and I dammit my tire and rim. It took out a big piece of the tire and the rim. We did file a complaint with the business, they claimed the damage was already there. Their pictures clearly are not even where the damage is and I feel like I’m being taken advantage of because they are such a big business and it’s my word against theirs. I would like to get some help trying to resolve this issue as I have proof of the damage. I have a monthly subscription with them which I have heald over two years.

  

  Business response

  10/11/2023

   

  Hello,

  We have reached out to the customer and have arranged to have our Area Director meet with *** ************** to take a further look at her damages.

  Thank you, 

  MIke's Carwash

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Aug 27 I visited Mikes Car Wash. I have a monthly pass i pay for I went thorough the wash twice this day. Once about 130pm and again around 2 pm after vacuuming the car but never leaving the location of the wash. Upon exiting the car washing area the second time and parking my car at the vacuums I noticed that the weather stripping had been pulled by the brushes off of my door. I took pictures and told the manager. a week later mikes car wash sent me a pic of my car going into the wash the second time at 2 that day but not the first at 130.. the picture showed the weather stripping already coming off. However my first trip through at 130 would have showed them in tact. Mikes failed to include any details of the first time through the washing area. in an attempt to deflect the blame and avoid paying to fix my truck

  

  Business response

  10/11/2023

   

  Hello,

  After looking into this further we did find that *** ******* was correct. We did not realize that he had gone through the carwash more than once and when looking into it further found that this weather stripping had been damaged. We have reached out to him by e-mail asking him to get a price on this and that we will get this take care of for him.

  Thank you,

  Mike's Carash

   

   

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went through mikes carwash on 9/16 to get the best carwash they offered. I didn’t pay for it, I was given a coupon for a free carwash by a friend. Regardless, I entered with my car in one piece, and left with my rear bumper missing. So they had me fill out paperwork, told me a claims manager would contact me within 5 days, 10 days later and nobody had contacted me. So I reached out to them, 3 calls and an email later, somebody finally called me. She said my bumper was “loosely hanging off my car” so I asked for pictures. She sent me pictures of my car in perfect shape, intact actually. So I replied stating it was unfair and untrue. She said they aren’t liable. There wasn’t anything wrong with my car before entering. She then agreed in an email a day later, and then blamed it on rust. My rear bumper is made of plastic, not metal, so I know there was no rust. They need to replace my rear bumper. If I never would have went through their carwash, I would still have my bumper. They aren’t taking responsibility for their mistakes, and they’re not trying to correct it either. There are multiple google reviews stating vehicle damage as well that they refused to fix, so this is a continuous problem. I have proof of everything.

  

  Business response

  09/28/2023

   

  We did send a letter out to Ms. ****** on September 18, 2023, letting her know after further looking into this that we found that her rear bumper was not properly attached to her vehicle and for this reason we would not be liable. We have attached two photos above to show you what we have found, the DS arch photo shows the vehicle prior to entering the carwash and shows the bumper not properly attached to the body of the vehicle. The damage claim3 photo shows the rear bumper where there is rust present indicating that would compromise the integrity of the rear bumper. For these reasons our decision still remains the same. We would be willing to arbitrate this matter with the customer through the BBB. 

  Thank you,

  Mike's Carwash

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was never given the opportunity to ask about the car being in neutral and the worker decided to go ahead with spraying my front wind shield before any questions could be asked resulting in the damage that occurred.. Spoke with a lady today that said I was incorrect based on “Non verbal” cues from the worker… And signs out front I should’ve seen… Unreal that this is the damage done with an $1800 repair bill they are not wanting to cover

  

  Business response

  09/28/2023

   

  When viewing our video footage of this incident we can see that our associate motioned for the customer, ****** to put his vehicle into "neutral", but that the customer's vehicle immediately takes off into "drive".  We also have a sign at the entrance of our carwash prior to entering as a reminder for our customers stating that the vehicle will need to be in neutral and not in drive. If the customer had any questions, he could have asked our associate who sold to him prior to entering the carwash. For these above reasons we feel we had done all that we could have done to instruct the customer.

  We understand it is an upsetting situation, but we do not feel we are liable for this incident being he was in drive. 

  Thank you,

  Mike's Carwash

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Aug 30th 2023 Took my **** ****** to Mike's Car Wash around 845pm As I was just beginning to enter the wash at the direction of the employee - a noise was heard. I stopped, got out and you can see my wheel liner under my tire of the drivers side. I had just came from the Expressway with no issues - nor was anything mentioned during approaching and paying the employee for the wash - nor was anything said as I was entering the wash from an employee. The noise was so loud there would have been no way of NOT hearing it as I came into the business. I am asking for my car to be fully repaired, as the damaged was caused by the business. I believe that the employee had me enter with the vehicle being too far to the right causing the car to not be aligned correctly placing the rail you place your tires between to damage the lower piece that connected to the wheel liner, taking it off my car and ultimately under my drivers wheel. The piece came off all the way and is in my trunk. The estimate of damages we have was $1800 from the Dealer body shop we took it to. In addition - there obviously is an issue, otherwise the business would not have a 'claims' dept and many in my area have reported issues of damages to vehicles with the same store in *********

  

  Business response

  09/07/2023

   

  We have reached back out to *** ******* and asked her to get a 2nd estimate on this so that we may work towards a resolution on this.

  Thank you,

  Mike's Carwash

   

*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. ↩