ComplaintsforFlagstop Car Wash

• Initial Complaint

  07/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a membership and go to this carwashes quite often. I went through this car wash yesterday as normal! When I came out, my bumper was dragging behind my car, you can see where it snagged it on the passenger side and tore it off. They did do an incident report , then another lady comes out a couple cars behind me, and her trim was hanging off her car. The young gentleman came out and fixed her car. But me on the other hand, they tried to tell me it was "loose upon going in". Which not sure why all of a sudden if it was loose, why it would rip off yesterday and not before. Then workers there even said i come through there OFTEN! They know my car!

  

  Business response

  07/15/2024

  Handler,

  ************* is a member of our ******************** and we greatly appreciate her! We have washed her car over 60 times in the year+ she's been a member, all without incident. I'm confident this time would've been no different had her bumper been secure before washing. 

  I do not want to lose ************* as a customer, and I hope that she will review the attached pictures and gain a better understanding of why this could have happened.

  Flagstop will not take responsibility for this incident based on the video footage at hand.

   

   

  ************************* VP of Operations Flagstop Car Wash ************ *********************************************** flagstopcarwash.com

  
  

  Customer response

  07/15/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

   

  Those pictures just show the plastic on the wheel well. That does not show my bumper loose. It was secure in place. If you look at the pictures.  It does NOT show my bumper loose. If that's the case why didn't it blow or pull off the wheel well. It's still on the car! 
  
  Regards,
  
  *********************
  
  
  
  

  
  

  

  Business response

  07/15/2024

  Agreed *************. The bumper is supposed to be attached to the plastic on the wheel well with clips. Yours is not attached and you can see the attachment holes are missing the clips. That is why the bumper came off of the wheel well. If your bumper is still in tact, all you would need is the attachment clips to secure this back on the vehicle. You wouldn't necessarily need the *** clips, you can use aftermarket clips if they're the same diameter.

   

  Customer response

  07/15/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Well let's see the pics of the days before that, that I came into the carwash. I assure you it was the same. And I came out with BUMPER INTACT! 
  
  Regards,
  
  *********************
  
  
  
  
  

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/24/24, I took my 2019 Infiniti QX80 through the Flag Stop Car Wash @ ***************************************** After the wash I noticed a long scuff **** on the driver's side front fender. The manager buffed the scuff away but told me it was "impossible" for it to have happened at the car wash. On 6/2/24, I returned to use my unlimited wash pass. I asked the attendant to look over my car for scuffs and scratches as I explained what happened after the previous wash. He stated that there were no scratches or scuffs. (all white suv) After the wash, I was drying the suv and noticed new scuff ****s on the driver's side front fender and the windshield molding was broken away from the vehicle. I requested a manager, but the same attendant showed. He inspected the damage and stated that none of the damage was there before and offered to do an incident report. He took pictures on his personal phone.On 6/4/24, ******* called me to inform me that the damage is not being covered by Flag Stop Car Wash due to their disclaimer not covering damage to items on vehicles. She also stated that it was "impossible" for the wash to damage vehicles. I requested that the incident be escalated to the regional level.On 6/5/24, ******************************* called to inform me that the damage was not being cover because it was "impossible" for the special brushes at the wash to damage vehicles and cause scuff ****s. ****** even went so far as to state that the reason the windshield molding got damaged was due to it being in the sun and becoming brittle. ****** even stated that he could see the damage was present on video prior to me going through the wash. I meet with him on 6/7/24, to review the video footage. Note: On 5/15/24, the vehicle went through a pre purchase inspection at **************************************************. No damage was noted for the windshield. No water damage from in the area of the damage from Flag Stop on 6/2/24.Of course, BBB has multiple complaints of damage from this location on file!

  

  Business response

  06/07/2024

  We have met with *********** and have agreed to replace the part. He was very nice and a long time customer. 

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 03/29/24 visited Flagstop Car Wash and purchased a $15.99 car wash service. The issue is the ****** emblem on the front grill was lost in the car wash. Bringing this to the attendants' attention, I sat and waited in uselessly. I made a final attempt to get assistance and my contact number was written on a posted note and I was told "they will look around, but it could have gone down the drain" Not enough attention was given to my situation. I placed a call to the customer service number of ********************** and left a message. I called ****** to get the part replaced and was given an estimate of $327.00. I received a call from an associate at flagstop the next business day and was told "they (flagstop) do not hold any liability for situations" How is this possible to operate a business in this manner? The carwash is trusted with very expensive cars. I would have never gone there for any service, if I had known my well-being will be put at risk. This is very upsetting and costly for something that was intended to be lovely. There should be blatant warnings before anyone enters the carwash, warning the consumer of the the company's policy.

  

  Business response

  04/10/2024

  Handler: This has been resolved. Her part was blown off which we typically do not take responsibility for. We (Flagstop) could have done a better job communicating with ***************. For this reason, I've agreed to purchase this part for her. 

  Thank you,

   

   

  Customer response

  04/10/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *******************
  
  
  
  

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to the establishment on 3/25/2024 at ****** Road and while the vehicle was going through the wash, one of the rollers ripped the roof rack off my 2023 Santa ****. The workers apologized and stated that the machine was not set properly to bypass the roof rack. The roof rack is damaged and now I am being told that it is not covered. I don't understand if it was an issue that flagstop admitted to, why it is not being replaced. I've never had this issue before going through with my roof rack. This is unacceptable and needs to be resolved immediately. I purchased ************* carwashes for *****.

  

  Business response

  03/22/2024

  Handler: Sorry you had to get involved. I've reached out to my team and they've already replaced the part(s) on ******************* vehicle. I've followed up personally with *************** to confirm. They resolved the issue without knowing of the BBB complaint. 

   

  Take care,

  *****

   

  Customer response

  03/23/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ***************************
  
  
  
  

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 10,2023 approximately 2:30pm I entered the car wash at the flagstop. Upon leaving my air pressure on my 2022 ***** silverado read zero on my back drivers side tire. My outer tire wall had a 3 inch gash. I promptly called the flagstop to report the issue. I spoke with the site manager ******* who told me he was aware of a ****** piece in the tunnel that likely caused the puncture in my tire. He assured me they would make it right. The following day I was told my corporate that it didn't happen and they would not compensate me. I posted on social media and have learned this same thing happened to others! I am at a loss of $280 for the tire alone.

  Customer response

  03/12/2024

  You don't get a receipt at flagstop.

  

  Business response

  03/12/2024

  Handler,

  The ***** Silverado exited our tunnel with no gash in the tire. The tire also had plenty of air. The Silverado parked in a vacuum spot where the couple vacuumed, removed items from the inside of the vehicle, and put it into the back of the truck. The Silverado was parked on our lot after the wash for over 6 minutes. The Silverado leaves our facility with plenty of air in the tire. 15 minutes later we get a call that the tire was flat...

  I will attach pics of the tire as it exits our wash and exits our property. I will also attach video footage if your system allows. If it doesn't, I will have the video footage available at the site or I can email you individually. 

  As far as *******, he is not the manager and in fact one of our newest team members. There is absolutely nothing sharp inside the tunnel. The conveyor guide rail is made of soft plastic. If we had caused damage to his rear tire, we would've caused damage to the front **********. Also, the damage would not have been vertical, it would have been horizontal since the tire is rolling as it progresses through the wash. 

  I don't like disclosing our business but on this particular day, we washed 500 cars all without incident. Our wash isn't going to randomly pick on someone's vehicle. If something is wrong, every car traveling down the conveyor will experience the same results. 

  I'm not sure what happened after the Silverado leaves our property, but it sure looks great as it does. 

  This customer exercised his/her right to blast us on ********* notify you the BBB, and to tell their friends, what video footage proves to be inaccurate. 

  Due to the evidence at hand, and to the science behind how the car wash actually works, Flagstop will not take responsibility for claim. 

   

  Customer response

  03/14/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  The pictures are grainy and I can not see the lettering of the good year tire.  Yes, I did take it to social media and I will continue until my tire has been compensated for.  I have learned through my ******** post that others have in fact had issues with this same business location as well as other locations.  I gave 24 hours for resolution but once corporate said it didn't happen I took it to the media. This has got to stop and it's no way to run a business.  I am not done.

  
  Regards,
  
  ***********************
  
  
  
  

  
  

  

  Business response

  03/14/2024

  As mentioned before, I'm willing to show anyone and everyone the video footage who wishes to see. We have nothing to hide. Unfortunately, it will not upload to the BBB page. If someone from BBB wishes to see them, please email me at ***********************************

  Same goes for Mr and/or ****************. We'd be happy to forward everything to you.

   

  Customer response

  03/14/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear 

  I will amend/ deleted my social media posts if you agree to compensate me for the tire.  I have the receipt and the tire.  Otherwise I will make it my goal to warn others of the hidden dangers of your business.  I just ask you to do what is moral.  There is no other way my tirewall could have been punctured. 
  
  Regards,
  
  ***********************
  
  
  
  

  
  

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Last week In the car wash , the wash broke my brand new 2023 Q7 rear windshield arm. I filled the damage complaint, have the copy in hand. Company promised replace and fix it.When they ask me come back to install it. It is a Cheap crappy OEM rear arm. The manager told me thats all he can do. I request the flagstop car wash repair and replace damaged rear arm using original new Audi part .

  

  Business response

  03/04/2024

  Handler: We will be ordering the genuine Audi Q7 wiper components from the Audi dealership using his VIN this morning 3/4/24. The dealership was already closed once I received this complaint. We will be communicating this to him as well. We had a new manager addressing this incident and he assumed...he is now on the same page with how we take care of our valued customers. 

  I'm terribly sorry you had to get involved. I'd like to apologize to this customer as well.

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

   

  Customer response

  03/08/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ***********
  
  
  
  

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 02/28/2024 at 12:55PM I conducted a transaction to get a vehicle washed at a Flagstop Car wash located at ************************************************************************. The car was was not functioning properly and left a large amount of soap on my vehicle. I asked on site management if it was possible to fill an existing "squirt" bottle normally used for window cleaner with water to use to remove soap from vehicle. The employee said it was nothing they could do about the soap. In return soap was left to dry onto the vehicle. The employee in return offered no assistance to help resolve the issue.

  

  Business response

  02/29/2024

  Handler: I've reviewed the video footage of the entire car wash process. Our car wash did not malfunction at all. It was a very smooth process. It was very slow for us since it was raining outside. The reason why there was "soap" still on the vehicle is because of two reasons. One, this gentleman was driving a pickup truck. The cleaning detergents, polymers, waxes, sealants all collect in the open truck bed. Once the air dryers cut on, this blows the collected liquids back onto the vehicle. Two, and most important to note, the vehicle drove out of our wash before our GO instructional sign illuminated. The vehicle did not get all of the rinsing and drying that it would normally have gotten because of this. The vehicle forfeited the last 35 seconds of the rinsing and drying process. 

  Our associate offered to rewash the vehicle and he declined. We also suggested that he use our FREE dry off towels, window towels, and glass cleaner. He also declined. He instead poured out our FREE to use glass cleaner and left the property. 

  Couple of things I try to explain to all customers: Any left over "soap" is actually not soap. The presoak detergent is only at the entrance and would've been washed off long before the drying process. Leftovers are waxes, polymers, and sealants. Everything that is great for the vehicle. They are only going to help protect and shine the vehicle. 

  I'm confident that had this vehicle remained in the wash for the entire process, this vehicle would've looked much better. We are still willing to rewash the vehicle and if he reaches out to our call center, we can send him a wash voucher to use whenever he wants. Thank you, *************************

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been subscribed to Flagstop for months now. I visited their Midlothian branch for the first time on Sunday 9/24/23. I entered the wash with my paint lifting a little bit on the passenger side behind the driver. I exited with half the paint ripped off of that side of my car. I spoke to their managers and was informed that the lifting of my paint was previous damage. So even though my car paint was not ripped before I entered their facility, they are not at fault. My paint was just lifted. You could not see the metal of my car. Now it is all you can see. Their wash ripped so much paint of my car that you can only see the metal of my car. For months, their *************, Parham, and Beechwood locations did not damage my car. The first time I visit their Midlothian branch, my car is so damaged that it resembles a junkyard car. The initial picture is the most recent picture I have of my car before the damage

  

  Business response

  09/29/2023

  Handler: ************** is correct, her vehicle's clear coat is actually peeling before entering our wash. The peeling of the clear coat could've been made worse, with the high pressure spraying in the wash. Her attached pic shows the prior issues. Flagstop cannot take responsibility for damage that was already there and in progress. We have high definition video of the vehicle prior to the wash if requested. We at Flagstop Car Wash are sorry for the inconvenience.

   

  *****

   

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2016 ****** Maxima in for a wash and my car was damaged once finished. I noticed a missing panel from my passenger rear door. The manager was able to retrieve and attempted for a while to fix it. Ultimately this was not fixed and indeed caused further damage. I contacted corporate and was told that I needed an incident report, which I was not issued when I initially was there. I went back and obtained the info that was needed in order to file a formal complaint. Needless to say I was informed that upon review of the camera footage my panel was loose prior to my wash but I could receive a discounted rate from them with my quote from the dealership. This outcome is unacceptable and extremely costly. My car was in great condition prior to my visit.

  

  Business response

  08/18/2023

  I've tried attaching two pictures but it will not upload to the BBB platform. One is our disclaimer sign and the other is a picture of the vehicle as it enters into the wash. The molding is loose prior to washing. Also this vehicle has more than ******* miles on it. As per our disclaimer, we do not take responsibility on any parts on any vehicle with more than ******* miles. We also do not take responsibility for loose molding. Also, this particular part on this make and model vehicle has been redesigned by the manufacturer because it was a poor design. They now are using bigger clips which gives the part more stability and security. We tried to affix the part to the vehicle. We also agreed to order the new designed part at our discounted rate for the customer. This is all ********************** is willing to do. I do apologize and understand the disappointment. Pictures and video are available upon request. 

  Customer response

  08/18/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  That offer is unacceptable and the repair is extremely costly. The molding was not an issue prior to me visiting flagstop. My car wash was $15 and I now have damages over $500 plus. A discount does not fix the problem! Based on the reviews, this is common with Flagstop. I do not recall the disclaimer and was never told by the associate that rung me up to read it. This is ridiculous!

  
  Regards,
  
  *********************************
  
  
  
  

  
  

• Initial Complaint

  07/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a car wash from Flag stop car wash about a month ago . Upon going through the car wash the machine that does the actual manipulation of the wash ripped part of my windshield off resulting in damage to my windshield. They have this occurrence on video. It also damaged a car behind me which was on video. Ive talked to management and because my car is older with high mileage. They have no signs stating no liability or they are not responsible for any damage done caused by their machines also there is no age limit or mile limit stated if there is damage done. No signage what so ever. All I want is my car to be put back the way it was.

  

  Business response

  07/24/2023

  *******, 
  I'm assuming that the customer is referring to a wiper blade component. Please let me know if I am incorrect. We have it on video? Great! Which location did the incident occur? Did the customer talk to the Site Manager? If so, what is their name? As far as not having any signage posted, we have a minimum of two disclaimer signs posted at every site. The first of two is located before the kiosks or payment machine so the customer can view this before electing to purchase a wash. The second disclaimer sign is located before the vehicle enters the wash. At any point after viewing either sign, the customer can cancel their wash. We have emergency exit driveways at each site as well. Our disclaimer sign reads that we do not accept responsibility for any parts on any vehicle that is over 10 years old and/or with more than ******* miles. We do not know the condition of the wiper components before the vehicle enters the 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. ↩