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Business Profile

Car Wash

Carnation Auto Spa

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Car Wash.

Complaints

This profile includes complaints for Carnation Auto Spa's headquarters and its corporate-owned locations. To view all corporate locations, see

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Carnation Auto Spa has 3 locations, listed below.

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    Customer Complaints Summary

    • 16 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/01/2025

      Type:Billing Issues
      Status:
      Unanswered
      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 visited the location in *********,** on 10/16/2024. I paid $20 for a single car wash. On 12/16/2024, I realized my credit card was charged $40 and after further investigation, I was also charged $40 on 11/16/2024. I did not visit the location on these days. I did not authorize these charges and I never signed up for a membership. I was never informed that I would be charged $40 monthly.

    • Initial Complaint

      Date:08/02/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      This place gives you fake receipts as if you are cancelled out. They rely more on customers cancelling their debit cards rather than ending that membership. I have called and visited and I really dont want to cancel my debit card. Pleas help me get my money back and more importantly stop this bullying by means of confusion and false resolutions. Its a principle matter for me at this point. No means of communication make you feel they will do anything

    • Initial Complaint

      Date:06/19/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 am a member of this car wash club. On May 24, 2024 One of the attendants at the car wash used a 3400 psi power wash on my 2023 ******* Navigator SUV. I didnt think much of it until I got out of my vehicle to dry it off. I noticed several scratches and chips of paint missing on the driver door and rear passenger door. Also some scratches around the bumper. I immediately spoke to an attendant and she attempted to wipe the scratches. I filed a claim and was later contacted by the District Manager ****. After a few weeks, he sent me the video of the incident, and stated he didnt believe that the power wash was the cause of the scratches. I slowed the video down and took still shots of where the power wash was directly sprayed against those areas where the scratches are, and he basically told me Id have to file a claim with my insurance. I am awaiting a regional manager or someone from corporate to contact me. As my black SUV is damaged and very noticeable. There has been no resolution to the damage. I received an estimate from ******* dealership for $2333.00 To repaint my SUV.

    • Initial Complaint

      Date:01/23/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Went and got my car detailed on 12/20/23. When I paid, their employee signed me up for a membership without my knowledge. After I was charged for the membership on 01/20/24, I called to find out what the charge was for, that's when I was told I had a membership. I told them I did not sign up for a membership and to refund my money. They refused because of the receipt I signed, believing it to be the receipt for the detail that I got, stated that I approved the membership. The employee did not state that I was signing up for a membership.

      Business Response

      Date: 01/27/2024

      Good morning, ******************* purchased a $40 monthly membership, on 12/20/2023, account # ****** with his credit card ending in 5056, phone ************, at Carnation Auto Spa - FM544, in the subscription contract. purchase signed by ******************* details the information about our cancellation policy, which explains that any cancellation request must be made 7 days before the recharge, he requested by phone the cancellation of his account on 01/23/2024, when His charge had already been made since 1/20/2024 and he did not follow what was established in our cancellation policy.

      Customer Answer

      Date: 01/29/2024

      I am rejecting this response because:   I was not informed that I was signing up for a subscription. I paid to have my car detailed, and I was handed a receipt to sign, and I believed that I was signing the receipt for the payment of that. It was dark, so no I did not read it closely. At no time did the employee ask if I wanted to sign up for a membership, or inform me that I was signing up for a membership. A simple search of ****** reviews shows this location seems to have a history of signing people up for memberships without their knowledge or consent. Fraudulent and bad business, and I will not accept anything or any excuses from them, except for a full refund.

      Customer Answer

      Date: 02/12/2024

      I am rejecting this response because:   CarNation has made no attempt to resolve this. I was not informed that I was being signed up for a membership. I believe this is fraud and that they fraudulently signed me up knowing that it was dark outside and that I would not closely read the receipt I was signing. I will accept no resolution aside from a full refund of the membership that I was signed up for without my knowledge and that I did not once use. Per ****** and ******** reviews of this location, other people have had the same experience, so I believe this is something they do to boost their membership numbers. 100% a scam and 100% fraud.

    • Initial Complaint

      Date:01/11/2024

      Type:Product Issues
      Status:
      Answered
      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 have purchased a prepaid card from the car wash located at ****************************************** sometime in the past. I later was offered a membership deal (# ******) which I used for a while but after not using it for 2-3 months and keeping seeing the $45 monthly charges in my card, I have decided to cancel it. I came today and wanted to get the $20 car wash, but I was informed that they could not honor the prepaid card. I asked to talk to a manager, which wasnt available. Then, a sales rep asked me if the person on the cashier tried to run the card, because you could work. I said that she told me that you were not honoring that anymore and he proceeded to convince me to let this go because the establishment was purchased by Carnation. Then a lady came, got my card and told me: you have $52 on this card, I can allow you to use it today, but today only. My response: no! I prepaid this money, I already paid $45 for 3 months without using any of the service. I was never informed that the money on this card expires, nor received any letter mentioning that I had a certain time to use this credit because Carnation had purchased the business. When you buy a business, you purchase it assets and liabilities as well. I paid for this, on the card doesnt have an expiration number, the system obviously works, you must honor the sale of this service, because it is a pre-paid sale. I am not considering the advance cash flow you got when I got this card and loaded my cash in the card! All I want it respect as a consumer, a community supporter, and the delivery of a service that I already paid! I would hate to have to start a bas review campaign due to this miss understanding.

      Business Response

      Date: 01/27/2024

      Hello All, 

      I was just made aware of this complaint, and we truly apologize for the inconvenience the customer received at one of our sites. Unfortunately, I was not on site and apparently the manager of that site was not present at the time and the staff on site did not handle this properly.   

      We will honor his Prepaid Wash card for the dollar amount unused on it from the previous car wash ownership. We will take the value of it, the $52. and reload that on to a current Carnation Auto Spa Prepaid Gift Card and replace the card he has in his possession now.  Unfortunately, we do not use the same software as the old ownership and cannot scan his current prepaid card with our scanners.  With the new Carnation Auto Spa card, the customer may use the balance at any of our locations and at any time. 

      I will reach out to the customer when I'm in that area next week, by Tuesday.  I would like to meet with the customer personally and offer our apologies and make this situation right and get the customer a new active card.  

      Please feel free to reach out to me anytime and I will be glad to be of assistance. 

      Sincerely, *********************, Area Manager, Carnation Auto Spa

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

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

    • Initial Complaint

      Date:12/31/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 went to this location to get my car washed. Upon arrival I told the attendant I wanted the ***** wash he then told me they were having a special on 1 month of car washes for ***** and asked it I would be interested in that. He never motioned anything about a recuring ***** every month auto withdraw from my bank. When I contacted the business I was told I only had 7 day after purchase to cancel the membership. The question I have is how would I know I joined a club when I wasn't told from the beginning.I feel like this is a scam just to gain access to my bank account also I didn't sign any documentation to give them permission. I would like to have the ***** returned to my bank account.

    • Initial Complaint

      Date:12/09/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 12/6/2021 I purchased 6 car Platinum car washes from ******* Clean Car Wash for $133.39 and I used 2 of them. Some time in early 2022 Carnation Car Wash purchased this property at ********************************************************** and shut it down doing a complete change over and just recently reopened in late November - early December 2023. I went a few days ago to get our car washed and the Carnation Auto Spa employee refused to honor my card with the remaining 4 car washes on them. I did not get my car washed there and never will if they don't refund my unused balance of $88.92. When a business buys another one they usually have to accept all of the liabilities of the company they purchased. My card with unused car washes on it is a liability that Carnation Auto Spa should honor. I would be happy to provide images of the card as well as my receipt for purchase.

    • Initial Complaint

      Date:11/22/2023

      Type:Billing Issues
      Status:
      Unanswered
      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 canceled my membership yesterday, November 21, 2023 on Carnation's website. I also canceled it the last day I washed my truck at the ****** location on November 16th. I moved back to ****** three days ago. I was charged for the membership although I canceled it twice.

    • Initial Complaint

      Date:10/09/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 took my car *** x6 to carnation car wash (located at *************************************************************************/ phone number : ************) to be washed. Before they start washing the car, they cleaned the windshield using a broom. While doing that, they broke my windshield wipers and scratched the windshield with the blades in the process. After they saw the damage, they replaced the two blades for me and tried to buff the windshield scratches out. Its still there though because its too deep to be buffed out. When I asked them to replace the windshield for me. They refused and said that buffing is all they are willing to do and they told me they cant replace and or fix it also the carwash manager (Mr ************** rudely told me you can go and do anything you want !!! I really need help please !, its not fair !!!

    • Initial Complaint

      Date:08/09/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 July 30th around 3:05pm, I took my car to Carnation (******). I received a free ultimate wash through their website. I live 1.2 miles from this location. Roughly 1 month prior I purchased a brand new 2023 Kia ********* Prior to leaving my house, I did a full inspection of the outside of my car (nothing wrong with it). We go thru the carwash & have it hand dried, then go to a vacuum bay. After vacuuming, I closed my door so that I could finish drying the car. At that point, I noticed hundreds of tiny white scratches that started from the front left headlight & went all the way to the back liftgate. I stopped what I was doing & told my boyfriend. He went inside to get an ************ documented the damage. There was no manager on property, so the employee came out to my car & took her own pictures, informing me a manager would be in the next day at 11:30am. So the next day I took my car back to the car wash so ******************* could inspect it for himself. Not only did he walk up to a completely different car, but he also asked me when the incident occured, right before saying they had already checked the cameras & "didn't see any damage to my car before or after going through the car wash". ***** then went inside & grabbed another manager, ****. They spent about 3 minutes "looking" at my car & then asked me to come inside and file an incident report, which they gave me a copy of. They said it would take corporate 48 hours to get back to me. After 48 hours, I hadn't heard anything so I called them. After 72 hours, I still hadn't heard anything so I sent ***** an email. Today, August 7th (8 days later), I finally heard back from **** who informed me that corporate had deemed the incident did not occur there. I will be pursuing legal action, because if the scratches "weren't visible on the cameras before or after I went through the carwash" but you can clearly tell from cameras and my own video footage, that I hadn't even left the parking lot prior to reporting the damage

    Carnation Auto Spa is NOT a BBB Accredited Business.

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