ComplaintsforDrew's Car Wash @ Texas

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Friday August 11th I used Drews Car Wash (I have a monthly membership), I didnt get out of my car until 1.5 hours later and at that point realized that my car had been scratched/damaged all down the drivers side to include the front fender, driver and passenger door. I drove back to Drews Car Wash and was told they would not take responsibility for damaging my car because it is a 2016 year model and they only cover to 2017. That is absurd. My car is not any less taken care of due to the year which is proven by my diligence in keeping it clean and tidy.

  Business response

  08/14/2023

  We can not be responsible for damages once a vehicle leaves our property. Unfortunately damages can occur elsewhere once the vehicle leaves.

  Customer response

  08/28/2023

  Complaint: 20466871
  
  I am rejecting this response because:

  Drews Car Wash is not taking responsibility for the damage to the paint that occurred, claiming that it was done outside of their facility. The photos they provided me with of my car before running through their car wash validates there was no damage to my car prior to the car wash. They fail to provide any images of my car post car wash as I have provided with the BBB here in the files. 
  
  Regards,
  
  ******************

• Initial Complaint

  03/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  03/04/2023 I went through the car wash, towards the end of the tunnel of the car wash, the equipment ripped off a piece of trimming on my vehicle. I sent photos of the damage as well as the receipt of the cost I had to pay to replace the trimming. Almost a week of attempting to reach the owner to resolve the situation, he finally returns my calls, proceeds to tell me my vehicle is too "old" so therefore he's not responsible. I have a 2014 **** explorer. There were no signs ANYWHERE on the property, stating if a vehicle is past a certain age, they wouldn't be responsible any damages and enter at own risks. While speaking with the owner, I asked for my membership to be cancelled and did not want to be charged, he assured me it would be yet was not. I was not reimbursed the cost of the damage to my vehicle as well as still being charged the membership fee

  Business response

  03/15/2023

  There are three disclosure signs regarding vehicle age posted prior to entering the car wash tunnel. Customers have three opportunities to read this information before entering the tunnel. This information is a car wash industry standard. 

  Customer response

  03/15/2023

  Complaint: 19588230
  
  I am rejecting this response because:

  There may be signs posted now but were none before prior. As statement in the complaint, when speaking with the owner, I was assured the membership would be cancelled when in fact, was not and was still charged. The vehicle is not old it's a 2014
  
  Regards,
  
  *********************

  Business response

  03/15/2023

  She is mistaken. Signs have always been there .

• Initial Complaint

  08/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I noticed three similar complaints to my complaints here on the BBB site and the Operation Manager is refusing to take any responsibility.I am new to ***************, **, and have a fairly new car that I had not taken even once to a touch car wash.on June 26, 2022, I purchased the Deluxe **************** and became a monthly wash club member at ***************************** - **** Texas **************************************************************** 77845.After the first car wash, I noticed large scratches on the hood of the car. The next time I was at the car wash, I filed a written complaint, the manager ****** took the complaint and promised to call me back after talking to the district manager. I never received the call. I called back a few times and after a month ****** did call me and informed me that he talked to the District Manager and that Drews Car wash was not responsible for the scratches. I asked him if I could review the before and after video with the manager to show him that the car wash caused extensive scratches and there were no scratches before the car went through the car wash.I called Drews Car wash again and received a call from the manager, *****************************, on August 04, 2022. ******** told me that he talked to the Operation Manager of Drews Car Wash and according to the Operation Manager, Drews Car was not going to take any responsibility as I did not file the complaint right away. Drews wash manager basically, just blankly refused to take any responsibility for the scratches and the damage. This is not acceptable. Do not use this car wash!

  Business response

  08/10/2022

  Mr. Riaz took a week to come back and make these claims. We cannot take responsibility due to the week gap of the customer driving around with the possibility of these scratches coming elsewhere. 

  Customer response

  08/11/2022

  Complaint: 17673901
  
  I am rejecting this response because:
  
  

  There is a slew of bad reviews on BBB, Yelp, and  Nextdoor for Drews Car Wash. The owner of this business just denies that any damage ever happened. It will eventually catch up to you Mr. ***** of this business.

  
  Here are some sample responses.
  
  *******************************, *****
  
  Response from Drews Car Wash
  8/11/2022
  Mr. ****  took a week to come back and make these claims. We cannot take responsibility due to the week gap of the customer driving around with the possibility of these scratches coming elsewhere. 
  
  
  10/22/2021
  
  I nor any of my crew members have been rude to *****************. We have provided facts and evidence that the damage to her vehicle was preexisting prior to her entry to our wash. When we prove that a scratch was preexisting, she just wants to move on the the next scratch. We do not know what happen to ********************* vehicle. What we do know is that the damage was preexisting when she entered our wash. This is a clear case of fraud.
  
  Pursuant to Texas Penal Code
  
  35.02 (a),anyone who commits
  
  Insurance fraud is subject to being charged with a Class C misdemeanor and up to a First Degree Felony, including fines and jail time.
  
  Year to date we have had ******* washes go through our car washes and we do receive damage complaints. Unfortunately 60% of those claims are preexisting damage and the customer knows it. We vigorously fight those claims with all means at our disposal.  There are ****% of damage claims that have preexisting damage, but the customer was unaware of the damage.
  
  We vehemently deny any responsibility for the preexisting damage to ********************* vehicle.
  
  08/02/2021
  8/2/2022
  I purchased a car wash for $***** Nov 2020 I went to get car washed last week and gave coupon showing the purchased wash for *****. They told me it expired 12/2020. It did say that on the receipt*.How can a purchased item expire? I bought the car wash and have the receipt.* I had been several times and presented expired receipts and the wash was always honored in the past, because it was something purchased.This was not a promotion or a special or a gift,which understandably can expire.*Especially during COVID, I had not been going anywhere.They should not have expirations on a service that is purchased, I expect a voucher or coupon for a $***** car wash.Thank You I will attach my e mail to Drews if possible see below
  
  
  
  0/19/2020
  ******, we always want to do what we can to make things right! We're sorry that this happened. As a local business, we really appreciate it when we have caring and understanding customers -- thank you so much. We look forward to making sure your next visit surpasses your expectations!
  
  Warmly,
  ************, *****
  
  8/3/2022
  *****, we're sorry for any confusion and frustration your last visit caused. Thank you for letting us know that your service was not as expected. We will talk with our staff and see what we can do to improve. We always want you to have the best possible service. We hope to see you again soon!
  
  Sincerely,
  ************, *****
  4/10/2022
  Marco, please call our office and speak with **** concerning your claim. We would like to look further into this.
  Thank you.
  ************, *****
  
  
  ******, we're sorry your experience with us was less than great. Although we stand behind our car wash services, if you're ever unsatisfied with the result, please don't hesitate to let one of us know so we can make it right. Hopefully you'll consider giving us another chance to leave you with the sparkling clean you deserve.
  
  Sincerely,
  ************, *****
  
  6/9/2021
  Colt, we're extremely sorry you experienced this. We want you to get everything you paid for in your membership, and if there are any issues, we want to correct them swiftly. We'll be sure to address this with our staff so that we can improve. We hope you can give us another chance to remind you why you enjoyed getting washes from us.
  
  Sincerely,
  ************, *****
  5/2/2019
  ********, we wish we could offer free car washes to all of our guests, but we want to maintain our equipment for the high volume of guests we have visiting us. The prices allow us to provide the best possible machinery and service for our touch free tunnel. We hope you still come to us for you car wash needs.
  
  Sincerely,
  ************, *****

   

   

  ***************

• Initial Complaint

  04/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Carwash: 04/07/2022 Accident claim: Went in tunnel carwash and my back tail light was ripped off and damaged beyond repair. Malpractice: Refused to let me fill out damage claim multiple times but eventually gave in (trying to get me to leave without filing claim).Refused to let me view footage to carwash incident.Then denied my claim with no reason.

  Business response

  04/15/2022

  Hello,

   

  In regards to the customer claim, the vehicle with damage to the light is a 2010 Chevrolet Silverado.  As customers enter the car wash, we have two signs posted that indicate items we do not cover if damaged.  The first line on this sign is any vehicles manufactured on or before 2016.  This information was shared with the customer as well. We wash thousands of cars every day, including many 2010 Silverados without any issue. The mounting bracket was likely previously damaged for the light. I have attempted to attach a copy of the damage claim sign, however, the email keeps freezing when I do so.  If you have any further questions, please feel free to reach out to me at ************.  Thank you for your time.

   

  Sincerely,

  ****

  Customer response

  04/18/2022

  Complaint: 17002837
  
  I am rejecting this response because: Assumptions by the owner on my truck being damaged when he wasnt there is just as frivolous as this businesses culture. This response was gaslighting and has no solution that leaves both parties satisfied, very disappointed to run into this behavior in ***************. 
  
  Regards,
  
  ***************************

  Business response

  05/03/2022

  I have attached a copy of our sign indicating what we do and do not cover.  Because the vehicle falls outside of the years listed on our sign, it will not be covered.  

  Customer response

  05/03/2022

  Complaint: 17002837
  
  I am rejecting this response because: A sign doesn't protect from a faulty carwash.
  
  Regards,
  
  ***************************

• Initial Complaint

  09/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday, September 20 2021, I decided last minute to get a car wash. I noticed the car wash had scratched my car but I did not know what to do about it or if there was anybody there at that time. I went home and told my fianc and called some people who also had the same trouble as I did to see what I could do for a resolution. Tuesday, I was very sick and was not able to do anything due to not being able to get out of bed or even talk. Wednesday, I called the office and I called until Friday when they finally answered my calls. I did not have a problem, they were nothing but nice at the time of taking photos of my car for the investigation. Until Monday, September 27 2021. ****** and **** decided that my brand new car was already scratched 25 times before entering the car wash and they were not going to do anything about it. They have been nothing but rude and unprofessional. I asked for all of the footage of the car, I got told no because I waited too long to do anything about it.

  Business response

  10/22/2021

  I nor any of my crew members have been rude to *****************. We have provided facts and evidence that the damage to her vehicle was preexisting prior to her entry to our wash. When we prove that a scratch was preexisting, she just wants to move on the the next scratch. We do not know what happen to ********************* vehicle. What we do know is that the damage was preexisting when she entered our wash. This is a clear case of fraud.

  Pursuant to Texas Penal Code

  35.02 (a), anyone who commits 

  Insurance fraud is subject to being charged with a Class C misdemeanor and up to a First Degree Felony, including fines and jail time.

  Year to date we have had 270,000 washes go through our car washes and we do receive damage complaints. Unfortunately 60% of those claims are preexisting damage and the customer knows it. We vigorously fight those claims with all means at our disposal.  There are ****% of damage claims that have preexisting damage, but the customer was unaware of the damage. 

  We vehemently deny any responsibility for the preexisting damage to ********************* vehicle.

   

  Regards,

  ************************

  Operations Manger

  Drew's Car Wash 

*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. ↩