ComplaintsforAloha Car Wash Company Inc

• Initial Complaint

  07/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had my car washed at the ******* location on May 23, 2023. There was a glitch with the machinery, and the first part of the wash didn't work (it just dribbled water on my car). I was on my way to an appointment & didn't have time to wait for the employee who was busy with another customer. I contacted the ********************** online, however, and they responded with an email on May 24th offering a code for a free wash or a refund. I responded to their kind offer, but to date have not received a reply despite having emailed them again on May 30th, June 6th, and July 6th. All I want is for them to follow through on the refund that was promised to me.

  Customer response

  08/04/2023

  I'm pleased with the response from Aloha. They offered their sincere apologies and provided codes for two free washes. Thank you, BBB.

• Initial Complaint

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 26 I visited Aloha Car Wash and paid $24.31 for a wash at the machine. The car in front of me entered the bay, and their wash never started, and eventually left. I pulled in and the same thing happened to me. I waited for a few moments, but the automated machines never started. This location did not have anyone on staff at this time, so I was forced to just leave, not receiving the service I paid for. I have reached out for a refund, filing 5 tickets on their website, which specifically asks for billing info, and indicates that a response should be received in 48 hours. I have not received any communication since filing these tickets. No acknowledgement or refund, they have just been ignored.

  Business response

  08/18/2023

  Hello BBB, We are following up because this complaint has been resolved with the customer as of 8/1/23. This complaint is 100% our fault and we did not deal with it in a timely manner due to significant internal issues. We were very late in replying, but we are committed to doing the right thing. We hope that can be noted/updated and/or corrected in your BBB system. Thank you very much.

• Initial Complaint

  03/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The car wash exit was all ice on a cold day and my car got stuck against the curve sliding down after the wash.I wasted a bunch of time to get myself out. No one answer the calls at this company. I filed a complain on their site the same day (2/24) but it was addressed.

  Business response

  03/30/2023

  Aloha ******, We appreciate your support and thank you for visiting us. As you can see in the attachment our Disclaimer Sign posted states that customers "DO NOT ENTER DURING ICY CONDITIONS" We are open 24hrs to allow easy access and availability to our customers and during times of icy conditions we shutdown numerous times for customer safety. We also have it displayed on the signage for customers to avoid icy conditions prior to entering. Aloha Car Wash Company is not at fault for the results of customers negligence of posted signage. We hope this provides a better understating of your visit. ************** (Thank you very much)

  Customer response

  03/30/2023

   
  Complaint: 19619767
  
  I am rejecting this response because it was mid-day and way above freezing temperature at the time I entered the car wash. I had no reason to expect icy condition that existed due to the design of the car wash. I don't know if there were signs but if there were, they were not sufficient.

  Sincerely,
  

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

• Initial Complaint

  02/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Sunday, February 11 I went to the car wash and paid $18 on my credit card for a deluxe wash. The machine asked if I wanted a paper receipt, and I pushed yes, but one was not provided. I waited close to 25 minutes for the car wash is it was very crowded. When I drove into the washing stall, the machine sprayed soap all over my car and then suddenly stopped working. Eventually, I got out of my car and looked around to see if there was a phone number I could call or an attendant, but there was no one and no phone number. I found a phone number online which informed me that their customer service department was only open Monday through Friday. I then had to go find a different car wash and pay another $15 to get my car cleaned so that it wasnt covered in soap. I would like a refund of my $18 and I think this business should be required to have some sort of attendant present or emergency number to call when the equipment malfunctions. I cannot attach a copy of the receipt because the machine did not give me a receipt but I do have proof that my credit card was charged.

  Business response

  02/14/2023

  It appears there was some sort of malfunction that occurred. It is very unfortunate that this occurred during a busy time, as it lead to a big inconvenience to our customer and the exact experience we do not want them to have. Please let the customer know that we will always resolve any issue that *** occur. In this case we will gladly issue a full refund, but we'd also like to offer a FREE wash code in hopes that the customer *** consider giving ******************** another opportunity to serve them. The customer will need to provide their information on our website "contact us" form ( ****************************************************** ) so that we *** process the refund and issue the code. We agree with the staffing issues and are working on better staffing. Thank you for making us aware of the issue.

  Customer response

  02/20/2023

   
  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

  09/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Transaction date was 09/11/2022 **** hrs.at the Aloha Car Wash on the ************************************************ in ******* **********. Receipt information:Ticket #: ****** Lane: PS1009 Card used: Mastercard Total Charge to card: $24.31 This was for a touchless car wash, full clean, protection and ceramic wash.While the vehicle ahead of me proceeded with a wash I paid for my wash. 1/2 way through their cycle the wash cycle just stops, the vehicle still had detergent all over it. After several minutes the car drove out of the bay and stopped probably to call the company. The bay never reset so when I drove into the wash bay nothing happened. I then drove out of the bay, parked and immediately called their number: **************. No person but was instructed by recording to leave name, number, date, location, last four digits of card no. used and would be contact next business day. Information was left but no call back the next business day so another call and message was left with same information. Again no call back. Went to their website: https://www.alohacarwashcompany.com/copy-of-contact-us and left a message via their comments section that included the details left on the voicemail. An email was sent back to me asking if I wanted a code for an $18.00 wash or refund. I replied back detailing that I paid for extra services and would prefer a refund back to the card used. No response after that, so I sent another email to the first reply to confirm that my original email was received. Again no response. Final attempt of contact was a text sent with the needed information and request for a refund. On the day of the wash bay malfunction (09/11/2022), I was confident enough and liked the company enough that I even drove to their other location in ***********, ********** and paid for the same services thinking they would make it right. The number of attempts to make contact on my end is evident of that. Unfortunately they have let me down.

  Customer response

  10/12/2022

  Emailed response from Aloha Car Wash Company was received 10/04/22 indicating a refund was issued.  Refund was confirmed in my account 10/06/22.  
  
  Thank you for your help with this matter. 
  
  Regards,
  **************

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 20,2022 around 3:15-3:25 I used there car wash and after paying full price with my debit card I went to pull out and I heard a weird noise I pull out and looked at my car to see my bumper had been ripped off and was still in the washing bay. I reached out to the company and they have not responded in anyway. The damage is so bad that I have to take my car into a body shop

  Business response

  09/17/2022

  This is a fraud alert.

  We have communicated with the customer on several occasions.

  Internally, it was decided to not continue responding, as the incident was clearly fraudulent.

  The customer entered the property with previous and significant damage to the front end of their vehicle.

  Signage states vehicles are not allowed to enter with loose or damaged parts.

  The customer ignored the warning and entered the wash bay.

  As the vehicle's front wheels slowly rolled over the speed bump, the entire bumper fell on to the wash bay floor.

  The car wash equipment is 100% touches, using only soap and water.

  The water pressure makes it a physical impossibility for it to twist and break the metal shown in the customer's photographs.

  The customer states the damage was a result of the touchless car wash.

  We will pursue legal action for the false statements and public defamation.

  All reasonable observers will see the obvious and fraudulent attempt.

  We have asked the individual to remove such obvious and false claims to avoid legal action.

   

   

   

   

*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. ↩