Complaints

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My name is Carolyn ****** and I own a ‘67 Ford Galaxie 500. On July 10, 2024, at approximately 2:15, I paid $10.00 to have my car washed at the Rowlett location. While I was in the car wash, I felt something heavy drop onto the front left side of my car. After exiting the tunnel, I realized there was a good size dent on my front fender. After a week of calling the corporate office, I finally heard from the Rowlett manager who quoted your policy of not being responsible for any damage of cars that are 7 years and older. She also stated that the sign is posted right before you enter the tunnel. A ‘67 Ford Galaxie is built much better than any car made today; out of stronger steel than the sheet metal and plastic currently used. And while I acknowledge your posted signs, I find it alarming that your company is obviously aware of such damages being possible, yet fail to take necessary maintenance measures to ensure the safety of their customers and vehicles. Since I am a loyal customer, I am asking you to please take responsibility for the damage your machine did to my car, as well as taking care of a paint job. I’m a teacher, on a tight budget and do not have extra funds to pay to return my car to the original condition it was in before I entered your car wash. I’m sure you get a lot of letters and have a legal department who readily sends out the usual response of “READ THE SIGNS!” However, I wanted to give you the opportunity to address my issue before I am left with having to contact the Attorney Generals’ office, Better Business Bureau, and local news stations to let them know the issues that the public can expect at WhiteWater Express car wash. This is the certified letter I sent them and haven't heard back. The manager called and said they have a sign about cars that are 7 years and older, that they are not responsible for damages. WHY? I want them to fix and paint the car. I tried uploading pics but they wouldn't save. 214-707-8833

• Initial Complaint

  03/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  After noticing damaging spiral scratches all over my vehicle after washing it at this car wash, I decided to cancel my membership. On February 19, 2024, I cancelled my membership at the location- Beechmont Ave in Cincinnati, OH. I was told by the clerk that it was cancelled and that I would not be billed again. On February 2/28 I was billed again $39.99 for the monthly recurring charge. I immediately called and spoke to Chris at 2:45 PM EST. He claimed that the first time was done correctly, apologized, and then said he cancelled it and issued me a refund. That never occurred. Since then, I cannot get a hold of the company as it's all voicemails, corporate and on-site. I am seeking to make sure my membership is indeed cancelled, and I am seeking my refund, for this last charge. Please note, that I did try the website method of their choice, and that too did not work. I kept getting an error and it would not allow me to submit it.

  Customer response

  03/11/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.

  Hello,

   

  Please close out complaint 214047filed on 3/8/24.The company responded and provided a full refund.

  
  
  

  Thank you,

  Brian *******
  
  

  
  
  
  
   

  
  

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I used this car wash 12/19/2023. While drying my vehicle, I noticed damage to the front passenger side of my vehicle. Large scratches that all run parallel to each other. I immediately filed a claim with the company. They took pictures, took my information and informed me they’d review the video and contact me within 72 hours. I received a phone call on 12/27 stating they’d reviewed the video, determined the damage was preexisting and no further action would be taken. I went back to the carwash and requested to see the video myself. They refused. They claim it’s corporate policy to only release the video to my insurance company. The damage is not worth filing a claim for-which would ultimately cost me a deductible and drive up my rate. This company knows the damage was caused by their machine and they are using every loophole available to them to prevent having to pay for their damages.

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I went to get my car washed and was charged $16.99 on March 18th, 2022. My card was kept on file and I was charged reoccurring payments without my authorization from the dates March 18th, 2022 to December 18th, 2023. This was only supposed to be a single carwash. I reached out to corporate on January 3rd, 2023 and was unable to speak with a representative. I then reached out to the Manor store and spoke to the manager Sam. He confirmed that it was a mistake on their part and that I was only supposed to be charged once. My name, number, and vehicle was not on file. **** ** **** ******* **** ********* ** **** ********* *** ****** ******* I have not received any receipts, emails, or any information about this subscription. I only discovered this because I ********** * ********* *** and saw it on my reoccurring payments. I have the charges listed on my bank account for year 2023 however I'm unable to provide receipts for the year 2022 because my bank statements don't go that far back and I never received actual receipts from the business. The store manager did confirm that the charges started on March 18th, 2022. He told me there was nothing they could do because I didn't catch it sooner. I have been charged $16.99 from March 18th, 2022 to December 18th, 2023 without me authorizing this. This is 22 months worth of charges. I am embarrassed that I didn't realize I was being charged for this long but I think this business was in the wrong for keeping my card information on file and charging it without me knowing or authorizing these charges.

• Initial Complaint

  12/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This car wash broke my side view mirror while inside their washing machine. The attendant refused to pay for repair. They asked me to run around and get estimates which I did and then refused to pay. It was reviewed in camera footage clearly that the mirror broke inside the wash. Please help.

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had a monthly contract for unlimited car washes for 3 cars 2 at 26.99 one at 19.99. Two vehicles are a 2019 Honda Accord Hybrid Touring 1 white 1 silver otherwise identical. The wash plan included tire shine. There is a device that applies the tire shine on each side vehicle located near the end of the car wash tunnel mounted at ground level that makes contact with the vehicle and horizontal brush applies the tire shine to each tire .On this tire shine apparatus there a hard that surface that contacts the vehicle before and after the tire a horizontal brush that applied tire shine to the tire. This device has applied scratches to both vehicles in the same location driver’s side on lower body panel just before rear tire. I found the same damage in the same location on both vehicles. The damage was reported to Whitewater and claims ***** and ***** was filed on 9/28/23 for both 2019 Honda Accords both vehicles were inspected and photos taken for claims at Whitewater Car Wash and submitted for review . My Email phone number were provided for contact. I did not receive a response or acknowledgement that claim had been received or was under review. I called Whitewater Corporate on 10/18 and 10/20 did not receive a response. I stopped using car wash had not received any correspondence so I stopped by on 11/02/23.I inquired about the claim and talked to the manager on duty and was informed that my claim was denied because I made a claim before. I verbally disputed and conveyed that no claim has ever been submitted however I did have concern about my 2019 black Accord but no claim was filed. However Mr. Rickey was not interested therefore I canceled all 3 accounts. After he process cancelation he threw my card on the counter after I politely passed it to him. Mr. Rickey is very unprofessional and refuses to listen and will talk right over a customer. Mr. Rickey refused to give me his last name I informed him I would litigate he told me good luck with that.

• Initial Complaint

  12/08/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  In March of 2023 my husband went to Whitewater Car Wash in East Houston and purchased what he thought was a one month membership. An friendly attendant help him. He took the credit card and set him up a monthly recurring charge of $39.99 which we unknowingly paid for - for the next 8 months. The company refuses to refund our money. This is not an uncommon business practice for them. I'm seriously considering small claims court! ***********************************************************************************************************

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My wife's car was damaged in the during a car wash in the month of August. We went back and filed an incident report on the 16th of August. We received a response from the company on August 30th stating to get three quotes and to email or drop them off by the store. We received all three quotes by the 22nd of September as the quotes could only be done by appointment and we took the dates that were available. We emailed the quotes to ** **** ***** and he stated they would revise them and get them back to us on Tuesday (this was the 24th). I heard nothing from them so I decided to email ** **** ***** on the October 4th and the same day i made the inquiry he responded that the ticket was closed because the ticket was not resolved within 30 days. I have a couple of issues with this, #1 Your initial response was almost two weeks after the incident report was filed. #2 You responded to our email from the 22nd ( 5 days after said "ticket closer) and stated that we would be contacted for a resolution on that Tuesday. Any clarification or rectification will be greatly appreciated on this manner.

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Carwash encourage customers to use their carwash and are reallly rude. Used the carwash for the first time in my new vehicle and came out with a lot of scratches on the hood of the car. Spoke with manager that was really rude almost had a fight about it and then spoke with another manager and the said you go in the carwash at your own risk. First it was file a incident report and let it go through investigation if it makes you fell better business should be closed down and need to repair what the scratch!

  Business response

  09/09/2022

  We apologize for your experience, Ms. ******** We would like to review your concerns and complete an incident report. At your earliest convenience, please visit the location and a member of management team would be happy to assist you. Again, we apologize for any inconvenience.

*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. ↩