ComplaintsforWhiteWater Express Car Wash Keller
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Complaint Details
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Initial Complaint
10/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Things went fairly well for the two years I was a billed-monthly customer ($16.99 per month). This changed on 8/18/22. It wasnt busy, and I lined up for the tunnel, but nobody came outside. I hate hitting the rails w/ my tires, so, I honked. Twice. Still no one came outside. I then got out of my car, walked a few feet, and waved through the side window at the young man (who is apparently a GM there). He was seated at a computer facing the tunnel. Nothing. So, I then walked up to the building and knocked on the window indicating like, whats up - maybe it would be nice for you to come outside today!" He finally came out to the tunnel, and I said to him, half jokingly, half seriously, get off your phone! I walked back to my car and proceeded with the wash.Before driving off, I noticed a text message stating that I had a refund of my membership fee. I initially thought the employee had issued a credit for having inconvenienced me. However, such was not the case, as I found out a few days later when the gate would not open with my monthly pass. Eventually, I was told my membership had been terminated by none other than the above GM. I later contacted regional manager JG about the issue, but was never offered an explanation nor an apology. I was told that I could purchase a membership at a different location. Also, about 3 different times (including a formal complaint) I complained about cosmetic damage to my cars right-side A-pillar. That issue remains unresolved to this day.I know the company is busy acquiring and building new washes but is this the way Whitewater prefers to do business? Unacceptable.Initial Complaint
05/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On May 6th 2022 I went through their car wash on **********. I drive a brand new 2022 car, at the time of the incident my car was 2 weeks old. Upon vacuuming my vehicle I noticed a scuff on my car, along with tons of dirt after receiving their $15 wash. I filed a report and after investigating they tried to tell me it was prior damage when I know full well that it was not as my car is brand new. They told me to get any kind of compensation or the costs of repair covered I would have to contact corporate. I have made multiple attempts, calling and emailing but I have yet to receive a response.Business response
05/27/2022
We apologize for any inconvenience, ************. After reviewing the incident report, our team was unable to approve the claim based on existing damage being present before entering the tunnel. The results of our findings note that the General Manger and the Area Director of that location have reached out and spoken with you regarding these findings.
Customer response
05/31/2022
Complaint: 17211032
I am rejecting this response because: My brand new car had no existing damage prior to entering this car wash. They have absolutely no proof of this and wouldnt show me anything to back up their claim that it is prior damage. As a brand new car owner I walk around my vehicle every day before I drive it anywhere, the day of the car wash I started my day by GOING to the car wash, I walked around my vehicle and promptly went to get it washed. Therefore I am rejecting their response and I need them to firstly refund the $15 wash that not only damaged my vehicle but left it absolutely filthy, and secondly pay to have my car repaired.
Regards,
***************************Initial Complaint
04/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 3/28/2022 I visited Whitewater Express car wash at ************************************************** and used my monthly subscription to get my car washed! When I returned back home I noticed that my gad door on my vehicle was ripped off. I then drive back to Whitewater and spoke with the general manager *********************** ************ and he retreated the broken part off my car inside the car wash! He then told me that they would take care of fixing the car and for me to get a estimate which I did and brought it back to him within 40 min. I have called 3 times in the past week with no response back and have even left messages with the corporate office with no reply back!Business response
04/07/2022
Hello **************,
We are very sorry to hear about your experience. Our Manager has been trying to reach you, but unfortunately has only been able to leave a voicemail. When you get a chance, can you please return his call? We would like to take care of the repair for you and need two additional estimates to move forward with the repair. Again, we apologize for any inconvenience.
Thank you,
WhiteWater Express Car Wash
Initial Complaint
03/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My wife drove through the car wash in ***************************************************************** and the wash broke the Right passenger wipe arm and snap it. When the arm snaps it also damages the hood paint. We got a call back from one of the managers at that location and said, 'sorry your vehicle is a older vehicle and we would not be able to get that covered'. I reached out to the company website and filed a complaint that I wanted the wiper arm fixed. I got another call back and they mention that they have camera footage with the wipes wiping while going through the wash. I do not believe that happened and I ask for camera footage. Well, here it is weeks they promised to send me a camera footage and my case form and I got nothing. I want them to replace my wiper arms and to fix my paint damage.Business response
04/11/2022
Hello Mr. Inthanongsack,
We are very sorry about your experience and apologize for any inconvenience. We would like to invite you to review the video footage from your visit. At your earliest convenience, please visit the location and ask to speak to a manager. The manager onsite can review the video with you and answer any questions you might have.
Thank you,
WhiteWater Express Car Wash
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Customer Complaints Summary
65 total complaints in the last 3 years.
51 complaints closed in the last 12 months.