Complaints

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:04/15/2024

  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 or 4/4/2024, my vehicle was damaged at Century Express Carwash. After service, I located a hole in the plastic below my windshield wiper. The hole was not there prior because I have been dealing with Service on another issue and I have witnesses. I was told today by ******* that this issue will not be paid for because it was PRE-EXISTING. I am contacting *********************, to make sure this company receives media attention and everyone in the general public knows their business practices.

  Business Response

  Date: 04/15/2024

  *****************,

  As our manager explained, we have photo evidence of your vehicle entering our facility (prior to going through our wash tunnel) showing the damage that you are claiming we inflicted was pre-existing and not something our carwash caused or created.  

  We, at Century Express want nothing more than to provide the best experience and carwash to every vehicle and customer that passes through our gates, however, we cannot be held liable for damage that was caused elsewhere which is why we have an extensive amount of cameras located throughout our facilities to ensure that we take care of any potential damage that we cause.  That being said, we will not be held responsible for damage that was incurred outside of our business.  I've attached two photos of your vehicle entering our pay station prior to going through the wash which clearly show the crack/hole in your panel was already there upon entering our lot.

  Thank you

• Initial Complaint

  Date:02/22/2024

  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 received damage to my vehicle while going threw the tunnel car wash their machine shut off and upon it turning back on it sent my car under the tailgate of a pick up truck which fled the scene I stayed and completed a claims form then after they told me its not up to them to cover the damage did to my vehicle

  Business Response

  Date: 03/26/2024

  the damage caused to ******************* vehicle was caused by the driver of the truck in front of her who placed his truck in reverse while on the tunnel and backed into her.  This is handled no differently than any other auto accident where the driver responsible for the collision is responsible for any damage or claim to the other's vehicle. 

  It is impossible for our conveyor to push a car into the car in front of them as they are all on the same conveyor and moving at the same speed (as long as the drivers of the vehicles adhere to the communicated instructions while on the conveyor to leave their vehicle in neutral).  

  Our staff handled this properly and documented the incident and instructed the customer how to proceed, which is to handle it like any other auto accident between two drivers.

  This is not under the purview of Century Express and Century Express cannot be held responsible for driver negligence.

• Initial Complaint

  Date:04/06/2023

  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.

  In the afternoon hours of 14 March 2023, I decided to run my BRAND-NEW SUBURBAN through the Century Express Car Wash located in **********************. I have taken my other vehicle through this location a few other times in the past without any issues. However, this time was a mess, and I will NEVER TAKE ANOTHER VEHICLE I OWN THROUGH THEIR CAR WASH locations. I had only owned mt vehicle for 2 weeks and 2 days and not even put ***** miles on it still with a drive out tag installed on the plate. The "supervisor" reviewed the "video" and said it looked to be pre-existing damage. I'm sorry, NO, you are absolutely incorrect. There wasn't any damage at all to the vehicle until after it came out of ya'lls car wash! Now on the back of my BRAND-NEW SUBURBAN there are scratches and indentions! I spoke with a worker that was present at the time and he took my information so someone could contact me. After hearing nothing for over a week I called and spoke with ****** the ********* location Manager. She told me she had sent up the information but that her boss was extremely busy with opening a new location. So then after not hearing anything back and over another week had past, I called again. I didn't receive a return call until I left a very unpleasant voicemail. l was then told by ****** that a ******************* had reviewed the "video" and said that the damage was pre-existing. Again, the vehicle was BRAND-NEW. There was no damage at all anywhere until I ran it through Century Express Car Wash in *********, **.

  Customer Answer

  Date: 04/07/2023

  Just wanted to add the receipt from wash. 

  Customer Answer

  Date: 04/07/2023

  Just wanted to add the receipt from wash. 

  Business Response

  Date: 04/24/2023

  We at Century Express Carwash take any and all customer claims very seriously and do our best to take care of every vehicle and customer that goes through our wash.  That being said, this specific damage claim in no way, shape or form, could have come from our wash.  There is nothing that touches the vehicle during the course of a carwash in our tunnel that could have caused this damage.  The only thing that touches the vehicle directly are soft brushes which could not cause this paint damage.  
  Had we caused the damage that this customer is claiming that we did, we would have done similar damage to every vehicle that went through our tunnel which was simply not the case.