ComplaintsforBrown Bear Car Wash

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  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

  02/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  08/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  08/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  -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

  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

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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,
  
  *********************

• Initial Complaint

  11/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Friday October 14th, 2023, approximately 1PM I entered the car wash. While going through I could hear an odd noise come from the rear of the vehicle. Like a thud. It is a noise I had never heard before, since I have used a car wash many times. I didn't think much about it after that, went home and put the car in the garage. Sunday morning, October 16th I went to put something in the rear of the car and that is when I noticed the deep scratches on the liftgate. October 17th, I sent an email to Brown ********************** with no response.October 18th, I call corporate office to get the phone number of the Manager on site in **********. I talked to *********, and we agreed we would meet on October 20th. I stopped by at 9:15 am and met with *********. After only a few minutes, ********* said there is NO WAY a Brown Bear car wash could do this damage. I disagreed. We walked to the entrance of the carwash. I could see the brushes that articulate past the rear of the vehicle are attached to a spinning vertical metal shaft. My damage is vertical on the liftgate. ********* protested that could never happen, right, moving machinery can never cause damage. I left and asked for the Regional Managers name. His name is *******************************. After two voicemails he called me back on October 21st, 2023. ******** explained after watching the video footage that it was IN-CONCLUSIVE and could not determine if the car was damaged before entering the carwash. The car is a 2022 brand new ****** I have had the car for 9 months, it was not damaged prior to entering the carwash. ******** denied the car could be damaged in a mechanical carwash. I contacted by Insurance; I have a 500 deductible and it would be considered a collision so it would be a strike on my record. My insurance rates would escalate from there. I would like Brown **************** held responsible for the damage and repair my vehicle. I have been loyal Customer. I have contacted an attorney.

  

  Business response

  11/17/2022

  Below is the response from the Area Manager of our ********** ** location.  You will see from his statement, how this was handled and the photos will show that the marks on the vehicle were there prior to the car wash.  These marks were pre-existing and not caused by the car wash.

   

  ************************* had vertical scratches on the rear end of his 2022 ***** CX-5 on the side, in the center and just below the ***** emblem on the rear end of his vehicle. The scratches were deep and were made by something traveling up and down on the rear end of his vehicle. This high up on his vehicle theres no piece of machinery in the car wash that would be able to make these scratches in this area of his vehicles. When speaking with ************************** I offered to meet with him and look at his vehicle but he wanted to know my opinion based on the pictures provided and camera footage. I explained to him that nothing in the car wash travels in the manner required to make these scratches on his vehicle but he believes the hubs of the wraps couldve done the damage (he called them vertical spines).
  
  My explanation to the ************************** was that the center of the brushes do not come in contact with vehicles as they have layered cloth on them to keep them from damaging vehicles. If the hub wouldve come in contact with the rear of his vehicles then there wouldve been most significant damage to the rear end of his vehicle as it wouldve come in contact with a larger are of his vehicle.I also explained to him it couldnt pick and choose what areas to scratch and if it wouldnt come close to him emblem where the scratches are, it wouldnt removed it completely. Furthermore, I explained to him that although the brush hubs are vertical, they spin in a horizontal rotation and not up and down so they couldnt have made the scratches on the rear end of his vehicle that are clearly vertical in direction. 
  
  After explaining this to ************************** I also let him know I reviewed camera footage of his wash that clearly shows the wrap hubs did not come in contact with the rear end of his vehicle and that only the cloth did. There was also nothing else wrong with the washing process of his vehicle that would indicate the car wash caused the scratches on his vehicle. Furthermore I also told him there were frames of camera footage from before his vehicle entered the car wash that show what look like scratches around the rear emblem of his vehicle but the footage was pixelated. I offered to have ************************** come down and meet with me so I can look at his vehicle and to show him camera footage if he wanted but he didnt want to set up an appointment and said he might stop by to review the footage with the manager. Im not sure if he ever did this but that was where I left off this claim with **************************. Ive included pictures of the scratches to his vehicle and pictures from camera footage for your reference. 

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to the issaquah brown bear car wash on Sunday, July 31. When I came out of the car wash I hade a very large crack through my windshield due to the extreme force of their machinery. I immediately notified the staff upon exiting and an accident report was filed by Gabe. I took pictures and was assured that ***** the manager would be contacting me Tuesday. On Thursday, still hearing nothing from brown bear, I called. I didnt hear back from brown bear until the following day and was told by the manager he needed to see the crack so he could determine next steps. I drove all the way down to the car wash,he looked at it for a few seconds, ran his finger over the crack and said in most cases cracks are caused by preexisting chips and said brown bear would not be responsible. I asked why I drove down here if this was their position he had no response. I asked if he looked at the video of my car coming into the car wash with no crack and coming out with a crack and he said he did see the video but there could have been a microscopic chip and he didnt know. Brown bear area manager has not called me back.

  

  Business response

  08/06/2022

  This message has been received by the individual responsible for monitoring the BBB inquiries.  The message will be sent to the Area Manager for his follow up.  He returns to work on Monday, August 8th.  I will assure you that you will receive follow up.

*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. ↩