![Not BBB accredited](https://m.bbb.org/terminuscontent/dist/img/non-ab-icon__300w.png?tx=w_120)
ComplaintsforMasters Car Wash
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/02/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been a member of this car wash for 5 years. Today when I went through the carwash I damaged my car due to negligence of the employee. Once I finished the cycle of the wash I asked to speak to a manager. Once manager came out to talk to me he kept on not letting me talk and started to yell at me without letting me explain my frustration. Once I told him about my wheel being damaged he said he was cancelling my membership. I have never had someone talk down to me that way and I am appalled. Also this is on the Masters Car Wash ***************************************************Business response
04/12/2022
Hope all is well. I have been out of office sick so finally able to respond to this.
************** has been a long time customer with our stores. On April 2nd he was at our ****** location and took too wide of a turn and hit his tire rim on a curb. He preceded to honk and curse at our prep employee that was trying to guide him on the track entering the tunnel. He exited the car wash tunnel and proceeded to ****** and
curse at the staff under the canopy and asked to speak to a manager.
****** went into lobby where ************** was and ************** proceeded to curse and yell at ******. ************** acknowledge both to ****** (and myself later via phone) that he knows it was his mistake but stated that our service advisor shouldn't have sprayed his windshield. In which vehicles get strayed with bug chemical before entering the car wash tunnel and have since we have been operating. If someone feels they cannot see as well, they can always use their wipers.
After being berated by **************, ****** contacted me about the issue.
At this point our staff has taken verbal abuse from ************** for too long. I told ****** that ************** cannot talk to our staff in such a manner and we are no longer able to meet his wash needs for his vehicle. ****** told ************** that we are canceling his passes and refunding the last charge on each. ****** also was clear in stating that the cancelation was because of verbal attacks on our staff over the years and today was the last time. ************** left the property and proceeded to call me. I answered the call and told ************** that his pass was rightly canceled because of that day's issues and issues and past issues.
Past issues with ************** are numerous. I can get written statements from other staff members but personally I have had interactions with **************. As of about a month ago he was at our Penn location and pulled out of our wash tunnel, I stood by his car window to ask for receipt to put him in correct lane. With his tint being so dark on his windshield and side window I could not see who he was, he proceeded to row down the window and say "you know who the f*** I am".
I honestly 100% did not until he rolled down his window and then told him to go to a lane. Also, personally in the past he cursed my Service Advisor out and me for not letting him run his car through the wash after we closed. We explained very politely that we close at 6pm and we can't take cars after because it would just continue car after car. He proceeded to yell and curse at staff and demanded we cancel his pass. Which we did. Once again, there are numerous other instances that I can get written documentation from if needed.
So from ****************** complaint of us damaging his vehicle was never an issue with us, it is an issue I feel because we canceled his memberships. We understand people have bad days but we also know that there is a point where a customer cannot speak to our staff how they feel. I do understand he was frustrated for hitting the curb with his tire rim but to verbally attack multiple staff members was uncalled for.
Please reach out if you need anything else. Thanks
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.