ComplaintsforElephant Car Wash

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is what happened: On 6/3/24 I went to the Elephant Car Wash at ******************************************. Prep work was done on my 2023 ******* Tucson SUV at the car wash entrance, I put my car in neutral, and then my car went through a tunnel-type automatic wash with rotating brushes for a complete wash. When I returned home, I saw that my cars right mirror had been damaged. I called the Elephant Car Wash and talked to the manager. When I came in the next day the manager took photos and filled out a Management Report Form in which the manager writes "Side brush may have hit mirror in tunnel, chipped paint & plastic." I was informed I would be hearing back from the Elephant Car Wash Corporate Office.This is how I was treated: After not hearing from the corporate office, I left messages with the local Elephant Car Wash 6/24/24 and 6/28/24. Within minutes of my call on 6/28/24, I received an email from the corporate office representative office denying my claim as pre-existing damage. When I called the corporate office representative to discuss the basis for this decision, my calls went direct to voicemail and were not returned. I was stonewalled by the corporate office with their initial communication and later the multiple emails denying my claim. The first photo they sent me to explain why my claim was being denied was highly magnetized to show a barely visible green spot with scraping. The second photo they sent me confirms the first photo is of my car and this time does include the car wash damage. Although the initial magnetized photo sent to me is of the right mirror it is not in the same area as the car wash damage. The Elephant Car Wash corporate office doesn't acknowledge and continues ignoring my requests for their camera footage of my car entering and exiting the car wash, which would verify the resulting damage wasn't on my car when I entered the car wash. I'm requesting BBB's assistance in obtaining the Elephant Car Wash camera footage.

  Business response

  07/31/2024

       We conducted a thorough investigation into ************************ claim, including a detailed review of the photographs taken both before and after the wash. The evidence gathered clearly indicated the presence of pre-existing damage to the mirror prior to entering our wash tunnel. This was documented and shared with ******************** through zoomed-in photographs highlighting the specific areas of prior damage.
       Our wash systems are designed to operate safely and effectively, and after a thorough examination, we confirmed that there are no parts of our equipment capable of causing the type of damage reported by ********************. It is important to note that our company policy advises against entering the wash with any pre-existing damage or aftermarket modifications to ensure the safety of the vehicle and the wash equipment.
       We have communicated our findings to ******************** on multiple occasions, addressing her concerns and providing evidence supporting our decision to deny her claim. Each communication was made in a timely manner, and we have documented our responses, including the photographic evidence of prior damage.
       Regarding ************************ request for camera footage, we adhere to privacy and security protocols that limit the availability of such footage. Our investigation findings are based on direct photographic evidence, which was shared with ********************.
       In conclusion, we stand by our decision to deny Ms. ********* claim due to the clear evidence of pre-existing damage. Elephant Car Wash is not responsible for damage that existed prior to the wash or for the customer's failure to disclose such damage before using our services.
       We understand Ms. ********* frustration, but we believe our investigation and response were thorough and justified. We trust that this explanation provides the necessary clarity on our position.

  Customer response

  08/02/2024

   
  Complaint: 22067311
  
  I am rejecting this response because: Elephant Car Wash is not providing a photo of my car at the car wash entrance to prove the damage was not there before the wash began. I request Elephant Car Wash provide me with the name and phone number of their liability insurance company to resolve this matter.
  
  Sincerely,
  
  ***************************

  Business response

  08/07/2024

  Dear ********************,

  
  Thank you for your continued communication regarding your claim. We understand your concerns and would like to address them further.
  As previously stated, our investigation into the incident involving your 2023 ******* Tucson SUV at our location at **********************************************************************, has been thorough and comprehensive. Our findings indicate that the right mirror of your vehicle had pre-existing damage prior to entering the wash tunnel. We have provided detailed photographic evidence that clearly demonstrates this prior damage.
  

  We understand that you have requested additional photos taken at the car wash entrance. As we have shared with you previously, the photographs provided conclusively show that the damage existed before your vehicle entered the wash.  We are confident with this assessment as there is nothing in the wash that would have caused those marks or color transfer that existed on your mirror after you existed the wash.   
  

  Elephant Car Wash is committed to operating with the highest standards of service and safety. Based on our investigation, we are confident that our equipment did not cause the initial damage to your mirror. Since our responsibility does not extend to pre-existing conditions, we cannot be resonsible for this matter. For any further resolution or action regarding insurance, we recommend consulting your personal auto insurance provider.
  

  We would like to reiterate that our company policy strongly advises against using our wash services when there is known pre-existing damage to a vehicle. If our staff had been informed about the existing damage to your mirror, we would have recommended not proceeding with the wash to prevent any potential issues.
  We understand that this is not the outcome you were hoping for, and we genuinely regret any inconvenience this situation may have caused. However, our decision is based on the evidence and the necessity to uphold our policies to ensure the best possible service for all our customers.
  

  
  

  Customer response

  08/08/2024

   
  Complaint: 22067311
  
  I am rejecting this response because: The evidence Elephant Car Wash is using to support their decision to deny my claim is not of the damage caused by the car wash. It is a close up photo of a portion of my cars right mirror showing a small green spot with a scrape. Its barely noticeable, isnt recent, isnt included in the repairs of the auto body shop estimate, and most importantly not in the same area of the right mirror as the damage caused by the car wash. I am not contesting this zoomed-in photo as pre-existing damage.
  
  The damage on the right mirror caused by Elephant Car Wash is fresh damage and easily visible. This is the damage I am making a claim for.I am open to BBB ADR (Arbitration) if needed to resolve my claim.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went in for oil change and wiper blade replacement on Jan 22,2024. I returned for next oil change and informed them that the wiper blades they installed last time damaged my windshield and could they fix it. They said they were deep scratches as a result of their employee leaving on the protective white caps. They are refusing to fix my windshield

  Business response

  05/29/2024

       Regarding the claim about the windshield damage caused by the wiper blades installed on January 22, 2024, we have thoroughly reviewed the situation. Our records indicate that there was a four-month gap between the installation of the wiper blades and the report of damage. During this period,there is no verifiable way to determine if the damage was indeed caused by the wipers we installed.  It is important to note that windshield wipers are a wear item on a vehicle, and proper maintenance is required to ensure they remain in good condition. Several factors can affect the performance of wiper blades and potentially cause damage to a windshield.  These factors include,but are not limited to dirt, rocks, parking under trees, cold temperatures,bugs, or other debris. Regularly checking and maintaining wiper blades can prevent issues with the wipers themselves as well as to prevent any damage to the windshield.  It is also possible that wiper blades could have been replaced or altered after leaving our service center.
  

       Furthermore, when the customer returned for a subsequent oil change four months later, our inspection revealed that there were no protective caps on the windshield wipers. This finding suggests again that the cause of the scratch on the windshield is from an unknown origin and cannot be conclusively tied to the windshield wipers we installed in January. 
  

       Had there been an issue with the wiper blades, or their installation in January, it should have been brought to our attention immediately. Prompt reporting would have allowed us to inspect the wipers.Delaying the report for four months makes it challenging to ascertain the true origin of the scratches and there is no conclusive evidence linking the scratches on the windshield to the wiper blades we installed.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 16, 2024, since our usual drive-through car wash was out of service,, we used this ********** one. The only warning criteria was a height clearance bar which our truck went under easily. once inside the lane, it was difficult making it through the car wash because it demanded Sharp, 90 turns that are easy for a car, but not a truck. Once you enter, there is no way to exit without going through the car wash. The employees instructed us through & we retracted our mirrors as precautionary. Despite clearing their height bar at the entry, we were concerned with pounding so hard on our rooftop. Feeling this car wash should only be for lower height Vehicles. But our biggest problem occurred when trying to exit. You are unable to pull straight out like other car washes. Here, because of their limited real estate, you are forced to begin turning as you exit the car wash facility building. There used to be a wire fence, assuming due to vehicle damage, there is now solid cement barricade, to deter you from pulling too far forward. You are forced to exit the car wash building and make an immediate 90 turn to the right, or risk hitting the concrete barrier. As we pulled out, I was unable to clear both walls, for fear of hitting the concrete barrier I was forced to scrape up against the passenger side as this exit is not wide enough nor long enough for the limited, turning radius of pick up trucks. I momentarily tried to put it in reverse so I could shimmy, maneuver a safe exit. But there was a car coming immediately behind me and I knew if I reversed, I would have been liable for an accident. I had to continue forward exiting, a small opening that was not designed to accept truck customers. I did file a claim with two young men at the conclusion each employee separately told me theyve had problems with damage to trucks from this. The condition of the wall and barrier is proof. The manager later declined fault, referring me to corporate. Corporate refuses to reply.

  Business response

  05/17/2024

  Hi ****************, 
  

  We do apologize for the delay in getting back to you. When emails come into our corporate office with a designated location, we forward those to the on-site manager, which is what was done with the email you sent to our corporate office. I know ***** has denied your claim and explained why. 
  We do have trucks that have the same size bed as your vehicle and some trucks with a longer bed, that make the turn without fault. 
  

  Once you enter, there is no way to exit without going through the car wash. The employees instructed us through & we retracted our mirrors as precautionary. Despite clearing their height bar at the entry, we were concerned with pounding so hard on our rooftop.
  

  There is a clearance sign before the pay stations. Once you pay and the gate arm rises, you pull forward and then you are turning your vehicle slightly to the right. You are then guided onto the track, where there is a sign that says Neutral, No Brakes, they do also ask that windshield wipers are turned off and mirrors are folded in,whether the attendants are doing it or you have automatic, they will make sure to remind you to fold mirrors in. The "pounding so hard" on your rooftop is the top brush; I do understand that it can be a little loud, but it's not causing any harm.  
  

  At the exit, there is enough room for the right hand turn to be made exiting the tunnel. Yes, there has been other damage from another vehicle(s). You mention that you were not able to back up to reverse because another vehicle was behind you, but in the video from the exit, it shows you backing up, which in turn damage a part of machinery on the wash. Also, when any vehicle jumps the rollers, such as, backing up, or pressing on their brakes, the wash will stop. 

  With the exit, as I mentioned with the entrance, there enough space in order to make an exit with your vehicle without causing any damage. 
  
  As ***** had stated in her email to you, denying your claim. If you go through your vehicle insurance, you can have them reach out to our corporate office. 

• Initial Complaint

  02/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was damaged by car wash equipment on Saturday February 17th at Elephant Car Wash in ************. The approximately time of occurrence was 3:00 pm. The damage is to the right rear door. My online submittals to their website, placed on the 17th, but did not receive a response. I met on site with a person named **** on Monday February 19th and submitted a Management Report Form. The narrative in the Report Form requested that the surveillance video the entrance and exit of my vehicle be reviewed. On February 22nd I sent an email, with pictures of the damage, to the corporate office requesting a response. On the 23rd I received a call at 1:06 from a person named ******. He said that the car wash equipment could not have damaged my vehicle. He said he had a customer and needed to call me back. He called me back at 1:16 and I asked him if he had reviewed the video. He said he had not. He put me on hold and I presume he was trying to find the video. He again had a customer and asked to call me back after he had reviewed the video. I did not receive a call back. The pictures of the damage clearly show a circular dent and deep swirl cutting of the paint. This car wash is a contact type of car wash with large swirling brushes. I am seeking financial compensation equal to the cost to repair my vehicle. Vehicle: 2010 ****** Tundra CrewMax Platinum, Black Plate No.: B34403Y VIN: ***************** Date of damage: 17 March 2024 Time: 3:00 pm approximately Location: ************, ********** ***************** ******************************************************* ************** *******************

  Customer response

  02/24/2024

  The Management Report Form has been added to the list of Attachments. 

  Customer response

  02/24/2024

  Attached is a copy of an email sent to me on 24 February 2024 by Mr. ****** with Elephant Car Wash and my email response to him on the same day. 

  Customer response

  02/24/2024

  Attached is a summary of my February 24, 2024 meeting with the General Manager at ************ Elephant Car Wash. 

  Also, a photograph of his business card is attched. 

  Customer response

  03/15/2024

  Attached is email correspondence from *************************** beginning at 6:33 am on 15 March 2024.  In the email is an invitation to set a time to speak with her.  The email does not include any contact information beyond the email address.   The email does include an attachment.  At the bottom of the attachment, she lists here title with the company as, "District Manager Elephant Car Wash."  The attachment is not a letter; it does not have letterhead or other contact information; it does not have a date; and it is not formally addressed to me.  

  I sent an email response requesting an on site meeting for Elephant management to look at the vehicle.  Her email back to me at 12:58 pm was unresponsive regarding further contact; instead, the email further reiterated that Elephant Car Wash would not take responsibility for the damage caused by the car wash.  

  Also attached is my email to *************************** at 147 pm for which there has not been a response.  

   

  Customer response

  03/15/2024

  Attached are the Damage Reports I submitted to Elephant Car Wash on their website, both via computer and by test message.  I never received a response to my Reports.  

  It is not clear to me that ***************************, a person who has today sent me emails on this matter, is an employee of Elephant Car Wash.  *******************, Ulycis, copied *************************** on a previous email to me; and that email address was for a company called Nourish and Sow.  He said ***** was a "friend."  Because I have not received official correspondence from her, I presume to understand that *************************** has no legal authority in this matter. 

  The damage to my vehicle occurred on February 17th; and today, March 15th is the first time I have received any correspondence from ***************************.  

  When I submitted the written report, **** said that the *** had just quit and he did not know how the matter would be handled.  

   

  Business response

  03/19/2024

  Customer came to site for wash on Feb 17, 2024.  Customer claim is that the wash dented and scratched passenger side rear door. Customer did not notify the site that this had occurred until over 48 hours later. We notified customer that this damage could not have been sustained in the wash as there are no parts or movements that are consistent with the damage on his vehicle. Furthermore, there is no part of the wash that could cause damage to that particular area of his vehicle. 
  Due to the fact that the damage is inconsistent with any parts or movement of the wash, the customer failed to report this supposed damaged prior to leaving the site, failed to report the damage until over 48 hours later, and admittedly told car wash staff that he had multiple errands over those 48 hours, his claim that the wash damaged his vehicle is unfounded and inaccurate. 

  Customer response

  03/27/2024

  This complaint remains unresolved.  My vehicle was damaged by the car wash equipment and Elephant Car Wash is responsible. 

  To date, I have never received any official correspondence from the corporate office of Elephant Car Wash in response to the Report sent to the Corporate Office.  I have not received any letters, nor have I received phone calls from the corporate office.

  No one from the corporate office has looked at my vehicle, nor have the reviewed with me the available video of the vehicle entering and departing the car wash, which was a task they said they would perform on the original Report.  
  

  The only communication has been emails from ******************* and an email from a "friend" of the company that has no responsibility nor authority to represent Elephant Car Wash.  

  Clearly, the standard procedure for this car wash is to deny all claims of damage and prohibit communication with the corporate office.  

  The emails received claim that no part of the car wash comes in contact with the paint of the car.  Since the equipment is a contact-type car wash, by definition, the equipment does come in contact with the body panel that was damaged.  

• Initial Complaint

  12/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  about 3 weeks ago. Valvoline *********** change ran by Elephant Car wash, ************. Overfilled my car with oil leading it to seize up. Took no accountability and never talked to the local shop I took my vehicle to. Also pulled a bait and switch on my oil change. They were "out" of two of the types of oil they carry and only had the most expensive oil available. They told me this after they supposedly drained my vehicle. They offered me a discount, but I really had no choice at this time. Car is no longer running due to them overfilling the car engine.

  Business response

  12/28/2023

  We have been and are currently investigating this claim. We have been in contact with the third-party mechanic and our team will be inspecting the vehicle.  At the time of this response,we did not have access to the vehicle to validate any claims made by the customer. 
  As for the claim of bait and switch we presented the customer with choices of oils suggested by Valvoline for high milage vehicles.******* which the customer requested was not on hand and they were offered suitable alternative options.  At no point did we bait the customer with a promise of a cheaper oil, additionally,the customer was given a substantial discount on a premium oil alternative resulting in the price being lower than the cheaper oil originally requested by the customer.  
  As for vehicle damage due to over-filling. ************** presented the dipstick to our customer upon completion of the oil change service. Both the trained technician and the customer inspected the dipstick and agreed that the service had been satisfactorily completed.  ******* levels were well within the recommended levels at the time the service was completed. Verified by both the attending technicians and the customer that the oil was not over fillled at the time of service.  The third-party mechanic agrees the likelihood of over-filling oil being the cause of the damage is extremely low. 

  Customer response

  12/28/2023

   
  Complaint: 21057196
  
  I am rejecting this response because:
  They rejected my claim before even inspecting the vehicle . Only under threat of reaching out to the BBB and filing a lawsuit, did they say they would look at the car. After they supposedly drained the oil, did the inform me that the were out of the two lower grades of oil. Imagine an oil change shop being out of oil and only the most expensive oil was available. Yes, they offer me a discount, but what choice did I have at that time
  Sincerely,
  
  *************************

• Initial Complaint

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The money accepter took $17 that I inserted for the $18 supreme wash. The machine went back to its Home Screen and it was saying the balance was $0.00. I looked for a contact phone number around the property and could not find one. I found their website and sent a email. This happened on 04/12/2023 at about 4pm.

  Business response

  11/13/2023

  It looks like ********************** had email us on 11/12/23 for a wash he paid for and did not receive on same day. In this complaint, it is stated that he did not receive a wash on 4/12/23? I'm assuming that was a typo. We have responded to his email next business day as our customer service hours are: Monday-Friday *******.

   

  Thank you, 

  Elephant Car Wash

  Customer response

  11/13/2023

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

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to Elephant Car Wash in ******** **. After leaving the car wash I noticed that the finish on my car was damaged. I returned to the car wash and spoke to the attendant. Initially the damage looked like it could be soap which did not wash off. The attendant sprayed off my vehicle but upon closer inspection the finished showed some blistering. I called the company and spoke to a ****************** he requested my license plate #, VIN #, and pictures of my car. ******* responded that after reviewing the pictures and speaking with their site attendant and their chemical supplier they were denying my claim based the age of my car and UV damage.I took my car to an auto body shop and the representative said the damage to my finish was what he called staining which could easily be caused by car wash chemicals. I also took my car to an auto detailing shop and was told that if the paint is hot it needs to be cooled off before chemicals are used. The finish on my car was not damaged before I took it through Elephant Car Wash and it cost me over $200 to repair the damage.

  Business response

  10/04/2023

  We are sorry to hear that ************************* had a negative experience with our car wash service. We value her feedback and we take her concerns very seriously.
  
  We understand that she noticed some damage to the finish of her car after using our car wash and that she contacted our representative, ******************, to file a claim. We also understand that she consulted with an auto body shop and an auto detailing shop, and they gave her different opinions on the cause of the damage. If we look closely, all these opinions point to the same conclusion. The paint was damaged by sun UV damage and excessive heat. 
  
  We have reviewed the evidence carefully and we have also spoken with our site attendant and our chemical supplier. Based on our investigation, we have concluded that the damage to her cars finish was not caused by our car wash service, but by the age of the car and the exposure to UV rays and extremely hot paint at the time of service.
  
  According to the ******************* the average age of cars on the road in the US is **** years. Her car had been exposed to various environmental factors for a long time. One of these factors is UV radiation, which can cause damage to the clear coat and paint over time. This caused underlying molecular damage which often goes unnoticed.  This is especially true for cars in *******, where the sun is very intense, and the temperature is very high.
  
  We also noted our initial conversations with ****************, but she did not mention in her communication with you, we had a busy day at the wash, washing over 300 vehicles that day, and there were no other reports of damage.  Our car wash service uses high-quality chemicals that are safe for all types of paint and finishes. We follow the industry standards and best practices for car wash operations. We also monitor the temperature and pH levels of our water and chemicals regularly to ensure optimal performance and safety. Our site attendant confirmed that there was no malfunction or error in our car wash system on the day of her visit and there no other reports of damage.
  
  We regret that we cannot accept your claim for compensation, as we are confident that our car wash service did not cause the damage to your cars finish. However, we appreciate her business, and we would like to offer her a complimentary car wash coupon that she can use at any of our locations. We hope that she will give us another chance to serve her better in the future.
  
  Sincerely, ****************** 
  

  
  

• Initial Complaint

  02/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I initially lodge a complaint the end of December as over the past 6 months of washes on my Jeep Wrangler, every wash was substandard leaving consistent areas of grime and debri that was not being addressed in their pre-wash prep. When I discussed with the Manager on site, he indicated that they were very aware of the areas that get missed by their machine on Wranglers but "corporate" has instructed them to cut down on their pre-wash time on vehicles. I elevated this by emailing their corporate entity who responded with concern that this information was relayed to me. I was informed my Unlimited/ Ultimate Club Wash membership for the upcoming month of ******* would be refunded. I had contact from the location manager, asking me for my mailing address as they would be refunding with a check rather than placing back on my credit card.2 plus weeks went by and I had not received the promised check, reached out to the location again on February 7th and the manager stated they would NOT be refunding as I was under the 48hrs notice they required. I reminded this gentleman "Merlin" that corporate already agreed to refund me and I was contacting him to verify my address as I had not received any refund yet. ****** continued to offer push back regarding the refund and I then let him know I would again need to escalate this to his corporate office. After this communication, he stated that he reached out to corporate and they would be giving me a refund. Again, I provided ****** with my mailing address on February 7th, it is now February 18th and I have yet to receive that refund.

  Business response

  03/01/2023

  As the customer stated, Jeep Wranglers have many right angles and pose extreme challenge in the automatic express wash. Our automatic brushing system cannot reach the inside corners of the angles. These washes are intended to be "Express Washes." Our customers expect to be serviced in a very timely manner.  Jeep Wrangler vehicle requires additional time and manpower to prep, which negatively affects all the other customers in line behind them. In an attempt to provide quality service to ALL our customers, certain compromises need to be made to accommodate Jeep Wranglers in a timely and efficient way.  The Ultimate membership offers a combination of cleaning soaps, solvents and finishing chemicals, it does not include a hand wash which this customer is asking for.  A custom hand wash would take 10+ minutes up to 4 team members and would delay the other customers in line. We don't offer that service, it's not something we sell in our Ultimate membership. Imagine walking into a ********* and demanding a Pizza. We understand the customers frustrations and have offered our apologies, explanations to the limitations of our offerings, we have agreed to refunds well outside of the contracted membership agreement.  As for the refunds, we are processing the refund but because this is outside our contracted agreement process, this is taking additional time to complete.  

• Initial Complaint

  02/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 19 2022 I drove into the touchless Elephant car wash located at *********************************************************. While parked inside the car wash the spray bar malfunctioned and made contact with the drivers side headlight, hood, fender, mirror, pillar and roof top. I contacted *********************** Damage Claim Specialist with Elephant Car Wash. He reviewed the camera footage from inside the car wash. He said it malfunctioned and they are 100 percent responsible for the damages to my car. He said Elephant car wash would pay for the damages and a car rental. I agreed to getting estimates to provide to them. I met him and he looked at the damages himself. I provided the estimate for the body damage and said I noticed that the paint protection mylar was scratched on the headlight, hood and fender. I obtained an estimate for replacing the scratched mylar and provided it to ****. I let him know I was ready to move forward with one of the bids. I was told because the damages were over ***** it would need to be turned into their insurance and they didn't know how long it would take. That was weeks ago and I have since left a message asking for an update and they have failed to respond.

  Business response

  02/13/2023

  This damage claim was submitted to the insurance company on the 8th. 

  Customer response

  02/15/2023

   
  Complaint: 19392139
  
  I am rejecting this response because: **** said he was turning my claim into insurance on 1/26 and did not until 2/8. Then would not answer my inquiries for a progress update. It's been almost 60 days since the carwash malfunctioned and damaged my vehicle. I want to
  be compensated for the damages so I can repair my car. 
  Sincerely,
  
  *************************

  Business response

  03/04/2023

  We have reviewed the damage to this customers vehicle. Using over 35 years of experience in the wash industry, we have determined that the damage noted on the customer provided photos is in consistent with the motion or processes in our automatic washes. The direction of scratches along with the location of damage and the type of brush material used, make it impossible for our machinery to have caused this damage.  Additionally, inhouse camera system identified areas of preexisting damage prior to entering the wash. 

  Customer response

  03/04/2023

   
  Complaint: 19392139
  
  I am rejecting this response because: ********************* states that it is impossible for their machinery to have caused the damage. When the touchless carwash operates properly that would be the case. Days after the damage occurred, I had spoken to *************************** from Corporate, and she said they had reviewed the footage and the equipment had malfunctioned and they were responsible for the damages done to my vehicle. She also stated that they are responsible in an e-mail correspondence which I have attached.

  I met ******************* the claims specialist manager on December 29th at the carwash. He stated that there are around four of these types of touchless carwash in the state and he has never seen this happen before until now. He reviewed the camera footage from inside the carwash. He stated that the laser programming had indeed malfunctioned. He saw the spray arm rotate 360 degrees out of its path slamming directly into the headlight of the car. It contacted the car across the hood, fender, door, mirror, pillar and roof. He stated that Elephant carwash would pay for the damages and the rental car one hundred percent. He told me to gather estimates and choose whomever I wanted. He then stated that the programming had been corrected. He thanked me for contacting the company quickly so that they could fix the malfunctioning programming preventing further customer claims. 

  As to the insurance companies' statement of seeing existing damage on my car on the camera footage that is impossible. The cameras are mounted on the front of the inside of the carwash ten feet high & are subjected to water mist and dust. I have High-definition security cameras on my property and the technology in the best conditions would not pick up the fine scratches & gouges caused by the carwash from that distance. The only way to see it with a camera is to be within two feet of the car. My car was in pristine condition before taking it into the touchless carwash and has only ever been handwashed since 2019. I keep it in showroom condition. It has a paint protection wrap on the front third of the car to keep it in that condition. The caveat is that it cannot go through conventional brush carwashes with this film. Furthermore, for the last three years I have parked my car in the outskirts of all parking lots and walk in as not to receive damage from other patrons' car doors or shopping carts. I take very good care of my dream car with which we bought outright with our hard-earned savings.  So, I trusted Elephant touchless carwash not to touch my car. I think it's outrageous that their insurance company is denying liability. 

  Sincerely,
  
  *************************

  Business response

  03/09/2023

  We reached out to the insurance company to understand what is happening, here is their response:

  "Per adjuster:
  
  We did find the insured, Elephant Car Wash liable and there is coverage on their policy  for it,  but I have attempted to reach the other party and his  insurance  company numerous times to go over repair options, and neither have responded. So,  we temporarily closed the claim until we were received a subrogation demand, at which time we will reopen the claim and review the demand. We will keep you informed on any such items."

  We have provided with the insurance company the contact information on file for this customer.  Once the customer or the insurance company responds to the messages left, they will re-open this claim.
  

  Customer response

  03/14/2023

   
  Complaint: 19392139
  
  I am rejecting this response because:

  I have not received any messages from Nationwide. I have been waiting over a month and have not seen an email or phone call.
  
  Sincerely,
  
  *************************

  Business response

  03/28/2023

  Nationwide has reached out. 

  Customer response

  03/30/2023

   
  Complaint: 19392139
  
  I am rejecting this response because:
  Nationwide failed to reach me because they had the wrong number. They discontinued trying even though they had my address. A month went by and I contacted Elephant. They reached out to the broker and they to Nationwide. I asked for their contact information and was able to reach them within 24 hours. Nationwide could have sent me a letter easily. I will have had to drive my damaged car for three and a half months before repairs can be started. I will never use Elephant car wash again as long as I live. They have barely communicated to me during this entire ordeal. 
  Sincerely,
  
  *************************

• Initial Complaint

  08/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Thieves, scammers, scumbag company. ********** Car wash broke for two months yet they still charged monthly plan. After onerous process cancel, Corporate refused refund AND they my charged my card for another month after I cancelled. Had to call credit card company to dispute charges after they hung up on me four times. They owe me $27.19 for July and *** services $54.38 for two months of service I was not able to use. Elephant Car Wash Corporate ************ email address: ************************************ ask for *************************, she promised refund then charged my card again TODAY in retaliation for me cancelling. FRAUD FRAUD FRAUD

  Business response

  08/08/2022

  ******************** contacted our office on Friday, August 5th concerned about how often the car wash at ********** has been closed.  This car wash was closed for 7 days at the end of June and beginning in July (we can provide car counts if necessary to demonstrate the car wash was not shut down for 2 months).  We offered to comp ******************** for her next 30 days but she rejected that offer and asked for 2 months of refunds.  As ******************** used her subscription service during the time she accused us of being closed, we did not agree to refund her 2 months.  At that time she requested to cancel her subscription, which we require in writing.  Upon receipt of the cancellation request, we cancelled her subscription.  ******************** cancelled her subscription after the renewal had been processed by the third-party company that manages those renewals, our office does not have access to charge these renewals, or are we able to issue refunds once theyve been charged. The subscription agreement she signed states we need a 3 day notice of cancellation. When ******************** received the cancellation confirmation email she became upset and called our office multiple times, using abusive and threatening language,verbally attacking our receptionist. At that time we stopped responding to her, as we dont allow customers to be abusive towards our employees.  We can provide recordings of our phone calls with her, transcripts of her voicemails, and communication via email. Attached is proof of her usage of her subscription, along with a copy of her signed subscription agreement. We are willing to refund her August subscription charge of $27.19 after tax, but ******************** is banned from visiting any of our car washes in the future.  If she is seen on the premises she will be trespassed.  We take threats against our employees seriously, and ********************** behavior was not appropriate. In order to issue this refund, we will need ********************** address.  The check process through our bank takes 2-3 weeks to process.

  Customer response

  08/08/2022

   
  Complaint: 17677736
  
  I am rejecting this response because:

  1. I spoke with the owner ********************* and he agreed to refund of two months. Cell ****************?

  2. Every time I went to car wash I was turned away for well over a month. This problem persisted from June, July and well into Aug as the car wash was blocked with orange cones on Aug 1 and on Aug 2 was closed a 90 minutes before scheduled closing due to maintenance according the person on the ground there. Several times the wax was broken or other stuff. This was in addition to multiple breakdowns and closers in June.

  3. I called local manager Aug 2. He acknowledges the problems and he told me to call corporate. I had to call several times before someone picked up. They never returned phone call. When they did pick up randomly, **** said he name was *****. Owner ***** admitted later that her name is not ***********  

  4. The SAME day I initially reported I wanted to close the account, ***** (fake name) hung up on my and charged my card again, I have NOT used their service since early June because it was not available to me any time I went. Their system will confirm this.

  5. ***** is rude, nasty, unprofessional and hangs up on people. She uses her bookkeeping privileges like a weapon to charge people for invalid charges. There are all kinds of similar reviews on line. /

  6. The person responding to you is likely the same criminal who is using aliases and charging additional months in retaliation for customer complaining about their service not working. This company has a terrible reputation and honestly should not have credit card privileges with these kinds of practices happening. 

  7. I will be reporting this as fraud to my credit card company if they do not credit both the month I could not use and the month after I cancelled it. I DID NOTIFY them within their guidelines. They chose to ignore me and later hang up on me to stretch the timeline in order to justify their illegal behavior. 
  
  

   

  
  Sincerely,
  
  ***********************

  Business response

  08/24/2022

  It appears ******************** has disputed this charge with her bank, therefore we consider the matter handled.

  Customer response

  08/24/2022

   
  Complaint: 17677736
  
  I am rejecting this response because: I am still due one month refund. The owner of this business is refusing to address that. I still have open dispute with my bank for one of these charges and they know it.
  
  Sincerely,
  
  ***********************

  Business response

  08/31/2022

  We never agreed to a two month refund, only a refund of the August charge. This charge has been disputed by the customer, and those funds have been removed from our account. There is nothing more we are willing to do.

  Customer response

  09/06/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution was handled via directly with my bank as the business refused to address it. I was issued two refunds from **** of America after I filed a formal dispute. They awarded in my favor. This is an unethical business! 

  
  Sincerely,
  
  ***********************

*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. ↩