Complaints

This profile includes complaints for Brown Bear Car Wash's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Brown Bear Car Wash

  3977 Leary Way NW Seattle, WA 98107-5041

  
• 

  Brown Bear Car Wash

  3002 S 38th St Tacoma, WA 98409-5613

  
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  Brown Bear Car Wash

  2421 148th Ave NE Bellevue, WA 98007-3634

  
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  Brown Bear Car Wash

  5111 15th Ave NW Seattle, WA 98107-3805

  
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  Brown Bear Car Wash

  77 Rainier Ave S Renton, WA 98057-2005

  

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.

• Initial Complaint

  Date:01/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 brand new car to the Brown Bear car, the brush scratched my entire car. I called the Brown bear and ****** came out to look at it and isnt going to make it right by fixing the scratches. I just want the scratches fixed.

  

  Business Response

  Date: 01/27/2025

  Thank you for sending us this Customer Experience Information regarding ******** *********.  The person that she met and spoke with regarding the vehicle is our Self-Serve Operations Manager for all of our ****************** Self-Serve locations, ****** *******. 
  
  In his review of the situation, ****** inspected camera footage of Courtneys visit to the location.  Unfortunately, we do not know whether these marks were on the vehicle before the wash or not.  We do know that the customer indicates this is a new vehicle.  The foaming brush was used, without it being sprayed down prior to use, as noted on the instruction sign.  The customer is seen spraying down the vehicle, then using the foaming brush to wash the vehicle, without the foaming brush function turned on, so therefore no soap was coming out of the foaming brush. The foaming brush soap both cleans and provides lubrication for moving over the surface of the vehicle. It wasnt turned on until a complete pass of the vehicle, using just the brush, was completed.  Not rinsing the brush prior and not turning on the foaming brush function are two opportunities where grit or grime, which could have put marks on the vehicle, could have been present. I am attaching a picture of the instruction sign that is posted in the bay. 
  
  We understand that ****** explained this to the customer when they met, and the customer wanted to take it to the next level.  We agree with Justins explanation given and respectfully deny this claim. 
  
  We suggest that the vehicle be buffed out, using products from an automotive store or professional detail shop.

  Brown Bear Car Wash

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22805951
  
  I am rejecting this response, do you need proof of purchase of this vehicle showing its a brand new car? My car was damaged from your equipment. 
  
  Sincerely,
  
  ******** *********

• Initial Complaint

  Date:11/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 notice on passenger side headlight minor scratched on lens, I notified the employee and was told to talk to manager about issue. I did talk to the manager and was told he scratched could have not of happened because of the soft cloth strips used. Well I assume what he told me to be true, but it been some time since I talked to manager and the is worst now,

  

  Business Response

  Date: 12/04/2024

  We appreciate Mr. **** as a long time customer and member of our ********* program and know that he continues to wash this vehicle at our car wash.  The Site Manager and our General Manager, who is charge of our company car wash operations have inspected and explained that the damage to the lens is not something that would have happened in the car wash.  There are no marks on any other part of the vehicle, before or after the headlight.  It was recommended that the vehicle be taken to dealer and see if there is a manufacturer defect of the lens.  A headlight restoration application might also help.  

• Initial Complaint

  Date:06/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Did a regular wash. My car suffered from multiple scratches which is worth hundreds and thousands to fix!

  

  Business Response

  Date: 06/11/2024

  Thank you for bringing this to our attention.  The Area Manager for our location met with the customers to view and discuss the damage that was brought to our attention.  After inspecting the vehicle, the Area Manager explained how the equipment operates and that the marks on the vehicle could not have happened in the car wash, in addition to showing video footage.

  The Brown Bear Team

• Initial Complaint

  Date:02/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Ive read other omplaints customers have expressed regarding the paint on their car being scratched from brown bear car washes. The employee offered to buff out the scratches with a rubbing compound. The employee mentioned they were busy that day and werent able to inspect their equipment. Strangely the scratches on both passenger side doors almost at identical location. A company that doesnt take responsibility for damage their equipment causes, is no better than a criminal. I will be making a public posting of this whole transaction pictures as well as communications.

  

  Business Response

  Date: 02/28/2024

  We apologize to **************** for this inconvenience and for how this has turned out.  It would have been best had our site manager offered to meet with him and inspect the vehicle.  It seemed easy to say,we have camera footage that shows the damage that was shared in the photos,both before the vehicle entered the wash and after.  However, an in-person conversation, might have helped and the offer to view the footage then. It would have given **************** an opportunity to ask questions and have the site manager explain the reason she came to that conclusion.
  
  We would like to do a restart with her supervisor, the Area Manager and inspect the vehicle and discuss next steps.  If **************** is in agreement, he can respond to this message and we will have the Area Manager reach out.

• Initial Complaint

  Date:01/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 December 11, 2023 at round 10:30AM,I Used Brown Bear Car Wash to wash my vehicle. I entered want half way the car wash and heard a very loud bomb to my vehicle from behind, and the washing machine stop, suddenly the employees were approaching and waving at me and notifying that the vehicle behind me ran ended from behind. The car wash employee I gained me to drive out of the machine. I drove out of the machines and noticed rear bomber of my vehicle was damaged. The vehicle ran ended my vehicle come out of the machine and drove away without providing his insurance. When I contacted the manager he told me to file a complain to get a repair and handed the company business card, told him need the insurance not business card, and he refused. The managers are refusing the also give me the other car information. I try to file a complain on brown bear car wash company no one response to my complaint. I make the estimate of the damage of my vehicle. My vehicle Tesla model X need to repair ASAP.

  

  Business Response

  Date: 01/11/2024

  This message comes from the Area Manager of the ****** Site **** location: *******************************

  ************** came through the car wash located at **************************************************** on December 11, 2023 at 10:26am in his 2023 ************** being guided up, ************** had trouble getting his vehicle in neutral, but the team members helped him and were able to safely send his vehicle into the car wash while it was in neutral. However, while heading into the rinse arch, ********************* stopped moving. On camera you can see **************** brake lights come on and then his vehicle stops rolling forward, even though the car wash is functioning normally. The wheels and tires of his Tesla stop rolling freely and he starts hopping rollers.  The other vehicles in the tunnel are rolling through the car wash normally.  
  

  
  At this point the customer behind ************** is pushed into the rear bumper of ********************** because the ***** had stopped moving due to **************** actions. On camera you can also see ************** frantically pressing the display in his Tesla, trying to shift his car, and gripping the steering wheel.  Instructional signage at the front of the wash details that customers should not brake, stay in neutral, and keep hands off of the steering wheel. Instructional signage at the exit of the car wash states, HONK FOR HELP. Applying brakes wont stop conveyor and may result in collisions.  The customer behind ************** honked for help and the assistant manager came to see what had happened. The Assistant Manager, ***********************, came up to ************** and discovered that ************** was applying the brakes and had shifted his vehicle into park. On camera you can see **** telling ************** not to brake.  The Assistant Manger also points out that **************** vehicle is in park, so he proceeds to assist ************** in shifting his car out of park and into drive so ************** can pull out of the tunnel.
  
  **** tried to explain to ************** that his vehicle stopped moving through the car wash due to **************** actions while still in the wash (applying brakes and shifting into Park), thus causing the vehicle behind ************* to impact **************** stopped *****. He never told ************** that he was rear ended, rather that ************** had applied his brakes and put his car in park, preventing him from moving through the wash normally.  As such, ************* was responsible for creating the situation where his vehicle was damaged.Today I had a conversation with ************** and explained all of this, but he told me you dont know what you are talking about. I explained several times to ************** what I saw on camera, what the assistant manager had witnessed when he approached his vehicle, and how the car wash operates, all of which demonstrate how his actions were the cause of the accident. 
  
  ************** didnt seem to agree so I offered to have him come down to review the video footage that details what happened.  He told me to email the video to him, but I explained that I couldnt send the video and reiterated that he could view the video on site.  After he declined to come review the video I gave him the managers contact information, as well as my contact information, in case he changed his mind and wanted to view it later. He then said he would be seeking legal action.  I told him that was his choice and that he could also file a claim through his insurance company,however, I encouraged him to come look at the camera footage before deciding what to do because the video clearly shows what happened and that the incident was the result of **************** actions. I again reiterated that the camera footage is private property and that we generally dont release video but that he or his insurance company were welcome to review the video on site. When I tried to explain to ************** that this was an unfortunate accident but that the car wash and the other customer were not the cause of the damage his vehicle incurred, he hung up on me. 

• Initial Complaint

  Date:11/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 writing this at 11:22 am on 11/3/23 at the brown bear car wash on 15th ave in ******* **. I purchased the beary *************** at 11:15 am and when I came out to finish drying the windows and inspect the car there was a large scratch on the right back door. The car is brand new (1 week old) and the scratch is very large.

  

  Business Response

  Date: 11/09/2023

  Our site manager has reached out to the customer, the customer indicated they were too busy at that time and would call back.  The site manager will need to get additional details and look at the vehicle at the location.  

• Initial Complaint

  Date:08/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 through the Brown Bear Car Wash in ******** Off Highway 99 this evening at about 6:30/7PM. When I got home, only about half a mile away, I noticed deep nicks in my paint all over my hood and in my windshield, which HAVE NOT been there; I just purchased my new Rav4 and have been very meticulous in notating any previous issues. I'm guessing there was leftover debris from another vehicle on the cloth material used in the car wash....

  

  Business Response

  Date: 08/31/2023

  This information was forwarded to our Area Manager and Site Manager for the location.  They have been in contact with the customer by email.  At this point, we have not had any follow up.  The customer also left the same information on our website inquiry page.  We are happy to review the concern that has been raised, through the Site Manager.  Thank you,

• Initial Complaint

  Date:08/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Used Brown Bear Car Wash to wash my vehicle. Upon entering the car wash I noticed that the employees were taping rear windshields to the vehicles in front of me with tape. No tape was used on my vehicle. I returned home and noticed that my windshield wiper was hanging from the car and broken. When I contacted the manager she told me to first get the vehicle repaired, a $500 repair and then contact them. When I brought my vehicle to the shop they also noted that my antenna was broken as well. The managers are refusing the also fix the antenna because they claim they did not know about the damage. I did not know about the damage because I cannot see on top on my vehicle unless I were to climb on top of the vehicle. The manager claims she remembers me and our conversation. When I asker her what my name was or what I looked like she could not recall either but claims she knew exactly what we talked about. The back and forth has been frustrating and the nickel and dime attitude to avoid fixing the issues is unprofessional.

  

  Business Response

  Date: 08/15/2023

  We reached out directly to the customer on Thursday, August 10, 2023.  At that time we needed additional information, so we could determine which location the incident occurred and match up the appropriate Area Manager to facilitate the concern.  ****************** responded and provided the information and it was passed on to ***********************, the Area Manager, for the location.  He has reached out by phone and email and at this point, not had a live conversation with the customer to gather facts and clarify some confusion.  Once the customer returns or coordinates a call, we can move on to the next step.

• Initial Complaint

  Date:08/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 into the Kent *** wash on 8/2/2023 with our new truck. -Noticed significant scratches on the **************** side panel. - brought truck back to *** wash & manager said he can't see evidence of the scratches before or after the *** wash. He said he didn't think the *** wash would make those kind of scratches. He said he could offer $100 towards a buff job. - took truck to collision business and they said it is from the *** wash. They said scratches are too deep to be fixed with a buff job. Truck will need to be repainted.

  

  Business Response

  Date: 08/08/2023

  Our Area Manager, who oversees several of our locations was the individual that met with the customer.  He explained that the scratches couldnt have come from the car wash and the customer seemed to understand after he showed her how the equipment worked. He told her he could offer reimbursement up to $100 of a buff job or some complimentary car washes in the name of customer service but that we were not at fault for the damage. She told him she appreciated the offer and would be happy with it, but wanted to confer with her husband on.  The response from the body shop is unfortunate as these marks are inconsistent with the rotation of the cloth washers, which were shown to the customer and could not have caused the damage.  Our offer out of the sake of customer service, still stands.

• Initial Complaint

  Date:05/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 Sunday, May 14, I went to brown bear wash in **********. When i went through the wash, the blue brush washed my car, and i felt something hard hit the car. But after washing, I saw my windshield had broken. I immediately called their employee and checked that out, but the our manager will be available on Monday, so they will give you a call about the situation. Their employee agreed that it must have happened on our end. But after waiting, i went on Tuesday, to know about the situation. They reviewed the footage and made sure my windshield was all good before wash. They checked multiple cameras, but they found my windshield was good. But now they are refusing to get it repaired. They gave their manager contact info, but he is not answering the call.

  

  Business Response

  Date: 05/22/2023

  Apologize for the delay in responding to the BBB.  Our Area Manager coordinated a meeting with the customer, which occurred today, May 22.  Below is a response from the Area Manager with a recap from the meeting.

  I met with ********************* today 5/22/23 at noon to look at his white 2021 ****** RAV4 hybrid limited cracked front window. I found several rock dings in his front window. The crack in his window runs through one of these rock dings. I spoke with him about how a rock ding compromised his window and that the window only cracks because of this compromised area resulting from this rock ding and that it was a pre-existing condition on his window prior to him entering the wash. He stated that it wasnt cracked before he entered the wash and it was cracked after he got out. I stated that unfortunately a window only cracks because the window is compromised to begin with. I gave him some personal examples of what has happened to me with rock dings and cracked windows such as a crack formed from a rock ding in my window when I closed the vehicle door and when I turned on the defroster in the morning and simply driving down the freeway. I stated its unfortunate that it happened but that it only happened because the window had a compromised rock ding. He stated that his insurance deductible was $2000 and asked how much are you going to pay to get my window replaced. I stated that unfortunately your window had a pre-existing compromised area from a rock ding and that we would not be responsible for replacing your front window so we would be not paying anything. I asked if he still had the information about a cracked window that the manager gave him, if not I have one I can give him. He stated that he still had it and that he didnt need another copy from me. He stated that he would get his attorney involved and I asked him if he wanted my business card(which I had in my hand to give him) and he stated no he didnt need it. He didnt ask to speak with anyone else in the company and I didnt offer anyone else for him to speak with in our company. The interaction was cordial. 

  Attached are photos showing what was discussed between the Area Manager and the customer today.

  Customer Answer

  Date: 05/22/2023

   
  Complaint: 20066937
  
  I am rejecting this response because:
  My window was in excellent condition before the wash. Also your employee mentioned it happens few days earlier, that another car window also cracked like ours. He further mentioned not to worry and brown bear will take care. Now they are refusing, by saying its a existing one.
  Sincerely,
  
  *********************