ComplaintsforFins Car Wash

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/27/2023 around 6:15p.m. est i went to the Fins Car wash to get a wash and vacuum. Upon pulling up to car wash the guy working assisted me on to the belt and immediately after assisted a suv. I looked into my mirror and noticed how close the car came to mine but could not down the window to signal the worker due to the car wash in progress. Once half way through my car started rocking and became stuck the belt for the tire washer was squeezing my car together where i became stuck while in neutral. The car behind me ended up rear ending me causing us both to be stopped in order to get out i had to put the car in drive. Once driving i noticed my wheels and car driving different as if something was wrong. We both parked our car as we called the police to get the incident reported. I went back inside where the worker was extremely nonchalant to the situation stating "if we wanted camera footage only his supervisor could provide that". He never acknowledged the fact that something was wrong or that he sent us both in together. I filed the report but once driving home i had to leave my car because i did not feel safe driving it with all the issues that seem to occur. I got home and my back, leg and arm was aching where i went to Brighton Park Emergency Room where i was prescribed muscle relaxers. My car is what i use to instacart and because the incident report wont be available until the next 3 days i will not have a car to drive. The way we was treated towards this incident was disgusting. I am a frequent user of this car wash and wont be returning. I am hoping something gets done.

  Business response

  10/02/2023

  This is a response to complaint ********, I watched the videos as well as spoke to the employee that was on site the day this happened as well as the Manager on site and reviewed all video footage. The white vehicle (customer making this complaint) I believe named ******* Grant was loaded on the moving belt and she accidently forgot to put the car in neutral because you can clearly see the brake lights on the entire time she was going through the wash. 

  The vehicle ******* was driving was loaded on the moving belt to begin the wash. The vehicles front tires were loaded on the moving belt at 6:39:31 pm on 9-27-23 and the rear wheels were loaded on at 6:39:41 and after that there was 25 feet of space before the next vehicle was seen on camera and was then loaded on the moving belt as they were approximately 25 feet apart the entire time through the wash.  The very next vehicles front tires were loaded on the moving belt at 6:40:08 pm on 9-27-23 and the rear tires were loaded at 6:40:17 and they continued to stay moving on the belt to the end of the wash at a very slow speed approximately 27 seconds apart from each other. 

  The exit of the wash is where everything happened and there is a big green light that turns on that says GO when the customer is supposed to put the car in drive and pull out of the wash tunnel which did not happen because When Tiffanies vehicle got to the end of the wash she was not able to move off the belt because the tires were locked so the vehicle was either in park or had the parking brake on or she had her foot on the brake which again can be clearly seen on the video which we asked her to come by so we could show her the video as it would make a lot more sense as to how she caused this to happen. 

  What ended up happening is that since ******* ****** vehicle was not moving after her car moved off the belt in the wash the other vehicle that was 25 feet behind this vehicle slowly caught up and bumped into the rear bumper of the white vehicle ******* ****** car and pushed the car forward for about five feet and when this happens all the wheels were not moving showing the vehicle was not in neutral and that all the tires were locked up as it's not possible to be in neutral if your vehicle is being moved forward but the wheels are not moving. 

  The customer behind ******* ****** vehicle that bumped into her car is the one who called the police and he wanted to document what happened since he was not at fault and wanted to report what happened. So, after the customer ******* was finally able to get the brake lights off and put her vehicle into drive approximately 30 seconds after getting done with the wash, she then drove over to a parking spot and just vacuumed the inside of the vehicle for a while and after the police showed up, she was brought inside the office and asked a few questions about what happened which I was told the customer did not know she was involved in an accident as this happened going about 2mph so she may have not known she was bumped into at the time. 

   

   

   

   

   

   

   

   

   

   

   

• Initial Complaint

  12/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have a membership with Fins car wash on rivers avenue, for the last couple months they have been out of the 60% of their vaccums. They advertise that you get vaccums included with your membership, but today December 10 I was waiting for my vaccum turn, when the employees asked me to leave because I can’t stop the traffic, I was parked in a place where I was not obstructing any traffic flow, just waiting for the vaccums that I pay for with my membership, and I was denied to wait to use the vaccums they kept telling me to go out and come back trough the parking lot of a bank entity next door which I refused. I felt disrespected by their employees that were trying to persuade me to leave the premises without using the service I paid for, one of the employees also kept saying “god bless” you non stop which was unethical because he doesn’t know what religion I belong to or if I don’t belong to any religion at all, very unethical and ignorant if he is committing a discriminatory act , and regarding the business, is fake advertising to offer vaccums with a membership when you can’t give maintenance to them or have employees that make the curstomers leave if the business doesn’t want to provide the services that are paid for.

  Business response

  12/19/2022

  On December 10th, 2022, at 4:28pm, the customer visited our car wash facility to receive a car wash and use the vacuums.  After the car wash process, the customer waited in the drive of the parking lot after receiving a car wash for a parking spot to open.   An employee instructed the customer to loop back around the property as part of our safety protocols at the location to avoid potential accidents due to the size of the parking lot vacuum area.  
  
  During the overnight hours on Tuesday November 22nd, our vacuum motor impeller was vandalized by an individual.  The vandalism was beyond repair to get the motor impeller back to operational standards.  A request for a replacement motor impeller was immediately sent to the vendor who manufactures the vacuum units.  The company is out of Canada, which caused the replacement motor impeller to be delayed at customs during the shipment process.  The replacement motor impeller was received at the location on Thursday December 15th and will be installed during the overnight hours of Tuesday December 20th. 
  
  In the future, we advise customers to contact the store General Manager directly.  Our General Managers can bring clarity to any issues at the location and aid in making sure the customers' expectations are met.  We understand the customers' frustrations and have attempted to contact the customer in the past 3 weeks as the customer has left multiple Google reviews with different account names.  Our goal was to bring clarity to the situation and make the situation right, but the customer's wash club profile does not have any contact information.   

• Initial Complaint

  09/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The front end of my new vehicle was damaged. $6,000 for repairs and they won't cover it or help at all. I had to back up at the entrance so my vehicle did not ruin their machine when their track thrust me to the side twice. If I had just let their machine push me into their equipment, then maybe I wouldn't be getting blamed. So because I stopped the damage BY their machine, from happening TO their machine, they will not help and blame me. They even had the audacity to say I should have honked. (I was a little preoccupied, trying to avoid their equipment.) I also have their employee recorded telling me she had turned away and was not watching because she was speaking with another employee and giving him a clipboard. I can send this recording if needed.

  Business response

  10/07/2022

  Business Response /* (1000, 8, 2022/09/30) */ On Wednesday, September 14th, 2022, the customer visited our facility to receive a car wash. The customer was instructed to "Please Pull Forward" onto the car wash conveyor belt by the television monitor on the driver's side of the conveyor. Once the car is on the belt, the television monitor flips to a new screen stating "Car In Neutral, No Brake," while a speaker above the television monitor in the loading area alerts the customer to put the vehicle in neutral and take their foot off the brake by audible voice command. As the conveyor belt moved the vehicle successfully through the entrance arch, the customer placed the vehicle in reverse and attempted to re-load the vehicle on the conveyor belt. Damage was caused to the passenger side of the vehicle when the customer attempted to reverse their vehicle a second time to get out of the car wash tunnel. The customer stated the vehicle was thrust sideways towards the equipment. The manager on site completed an incident report to investigate the alleged damage in further detail. After further investigation of the incident, the customer was notified via phone on Thursday, September 15th, 2022, by the General Manager that the claim would be denied due to the customer placing the vehicle in reverse when they were not instructed to do so by the television monitor on the driver's side of the loading area or the verbal commands from the speaker. The customer's decision to place the vehicle in reverse and try to reposition the vehicle on the conveyor belt caused damage to the customer's vehicle. In the future, if a customer does not feel comfortable loading their vehicle into our car wash tunnel, we advise that the customer call the location or discuss with an employee onsite before receiving a car wash. This will help educate the customer on how our car wash equipment works. Thank You, Andrew R*** Area Manager, FINS Car Wash - AAA 3426 Toringdon Way Suite 300 Charlotte, NC 28212 833.606.FINS ******@aaacarolinas.com Consumer Response /* (3000, 10, 2022/10/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) My vehicle was not successfully through the entrance while on the tracks. As the track began to pull my vehicle through the entrance tunnel. The track pushed my truck to the right seeming to roll it forward. By this, I do not mean it 'moved' me forward on the track while sitting still. It actually somehow rolled the whole vehicle into motion independent of the track. This was going to force me into their washing machine/equipment. With a quick reaction, I was able to reverse and not hit it. I figured it was a fluke and entered a second time. The wash did the same exact thing and rolled my vehicle forward and to the right. And again, to avoid damage of the wash equipment & my vehicle, I attempted to back away. This time my vehicle felt like it was jolted by the machine as I backed up, and contact was made with, what i assume is, the wall. I can not confirm this as the carwash refuses to release the camera footage. At the time of incident report, I was informed they attached it to the claim in an email. I say this to verify that it is available. I also have their employee recorded stating that she was not watching because she had turned away to speak with another employee at the time of the incident. I still believe the company is at fault and am seeking compensation.

*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. ↩