ComplaintsforBrown Bear Car Wash

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was instructed by two young men, who both clearly waved me through the car wash within 2-3 ft of a very small car in front of me. I got a really bad gut feeling that those things that whip & beat on the car were gonna be too low for mine, as the Very small car in front of me sat at least 2 feet lower than my 2021 RAV4. Can I call myself maybe Im just overreacting everything will probably be fine until I came out couple weeks later and I seen numerous scratches glittering on both sides of my hood. Heres a copy of the charge to my bank although it didnt hit come midnight I came to ************* earlier that day and like I said I believe it was a little red car that was in front of me and I have a silver 2021 RAV4 the license plate wouldve been ******* I have since gotten a disability plate. I should clarify the charge was on 5/26/22 at 12:30 AM is when the charger came through my bank that wouldve meant I went to ************* on 5/25/22 it was in the early afternoon as I had a **** appointment at the pulmonary multi care clinic right down the street next to the hospital. When I paid for the car wash the machine didnt give me a receipt it was out of paper however Im sure your cameras can clearly see my vehicle going to the car wash that day at the ******** Brown Bear car wash, *******************************************. ************ A couple weeks ago I stopped at the brown bear car wash and filed a damage report with a young gal with red hair who took pictures of my car and told me someone will get back to me in a couple days that never happened. I would like the scratches fixed as I feel it was negligence putting me within 2 feet of a small car where the whips were too low and scratched my hood.

  

  Business response

  07/21/2022

  The customer met with manager on July 19 and was shown how the equipment works and listened to the manager explain how she felt he wash wasnt responsible for the damage to the hood and above the doors.  Customer understood but still felt the wash was responsible for the scratches.  Jessicas opinion was that it looked like objects may have been set on the hood or roof and pulled/dragged off of the vehicle.  Customer said their brother worked at a dealership so she was going to get a second opinion.  She left and we havent heard from her.  The customer did use our facility and ******* was able to provide her with a receipt from the date she washed in May.  The customer thought we had an overhead brush that was washing the tops of the vehicles and thats why she thought the smaller vehicle in front had caused the wash to malfunction.  She was shown that no such equipment exists in our wash. 

  We have explained that we are not responsible and did not cause the damage. Until we hear from her, or IF we hear from her thats all we know.

  Customer response

  07/21/2022

   
  Complaint: 17581681
  
  I am rejecting this response because:
  
  

  Ive read other omplaints customers have expressed regarding the paint on their car being scratched from brown bear car washes.  Also ******* opened a back room picked up a rubbing compound can & dirty rag then offered to use a rubbing compound from A VERY WELL USED CAN which had caked hardened residue all over, like it had been used quite frequently.  I was MORTIFIED that after the car wash had already damaged my pain, (which by the way Ive found numerous other fine scratches on my car, SEE ADDITIONAL PICS) she was thinking of using that filthy rag to put this liquid compound like this was standard practice to try to cover up damage the car wash causes to a vehicle paint, that in itself is proof of guilt to even have such a well used rubbing compound in a back room.  I TOLD ******* DONT PUT THAT ON MY CAR THIS CAR WASH HAS ALREADY CAUSED ENOUGH DAMAGE.  I also read the brushes & swishing microfiber devices collect dirt & grime that can scratch a vehicles paint.  
  

  I asked for a copy of the video of my car, I was told no, (thats always a sign of deception) she would show me the whole process only the very beginning, then it would loop back to the start.  Another sign of deception.  As in my original complaint I stated the car in front of me was not only much smaller meaning the automated sensor eye on the brushes would have had to be sucked in closer, AGAIN I SAW FOR MYSELF there were only 3 1ft sections marked by yellow dividers.  Thats ONLY 3 FEET between the SMALL CAR in front of me, there wasnt time for the car wash sensors to adjust before hitting my car, which makes sense the scratches occurred high on the sides (same place on both sides of the car) in addition there are scratches on the side of the top of my RAV4.  Im including pics of.  
  

  Furthermore to even suggest some put a box on my car that caused the scratches, which is another indication out of guilt, for the scratches are high enough at an angle a box could even sit, STRANGLELY THE SCRACHES ARE ON BOTH SIDES ALMOST AT AN IDENTICAL LOCATION.  A company that doesnt take responsibility for damage their equipment causes, is no better then a criminal.  I will be making a public posting of this whole transaction pictures as well as communications  

   

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

• Initial Complaint

  04/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been to the Auburn carwash location many times with my 3 vehicles. Yesterday I went. Paid my car wash proceeded to the wash. The lady took the mop and cleaned my car off prior. Advised me to put it on "N" once inside the wash I heard a loud noise. Didn't think much of it because the wash was still running. Once I pulled out the wash my head bumper on the right side was completely hanging. During the wash one of the machines got stuck to it and pulled it back cracked it all the way to the middle . so it has a huge crack. And is hanging. The manager said "I feel so sorry but I can only refund you" . I called corporate office. Lady said he was supposed to give me a claim form so I had to drive back with my bumper dragging. Yet the manager was refusing to give me the form. I had to call in and have the girl speak to him. He gave my the form and # to the claims ***********************. Called him right of the bat said sadly since my car had a dent on the door they couldn't help me I said the door is no where near the bumper. Its so ridiculous because they are literally no where near. Argued with him said he would meet me next day. So he did . but still said her couldn't help me. Told him I saw many reviews on many BB locations with same issue and no accountability. Said " best I can do is $250" I said absolutely nothing a new bumper is over 600 plus shop cost and paint cost. Asked for his supervisor. He guided me to ****** who said would talk to them and call me back. Gave me a call today and said they're really sorry but can't help me. Its so terrible that they can do this to peoples vehicles and not be held responsible. If you look up reviews in all their locations they have many with damage and no help. Even brand new cars with no damage. Still no accountability. No my car looks terrible. This is not how far washes need to be ran. I am really disappointed in Brown Bear carwash. My *********************************** over 800 dollars .

  

  Business response

  04/15/2022

  We appreciate *************************** as a frequent customer of our Auburn location.  However, the pre-existing damage to the vehicle was the reason for the cause of the new damage.  I am attaching pictures of the vehicle before it went into the car wash, showing a gap between the bumper and the body of the vehicle. One of the pieces of cloth must have been caught in that gap and pulled on the bumper.  That gap would not have been there had the vehicle not already been damaged.
  

  According to our site manager, his explanation was more than just I feel so sorry, but I can only refund you. He explained what both the area manager and I shared.  Unfortunately,our receptionist has only been with us for two weeks and gave the customer incorrect information.  Claim forms are only issued when we are processing a claim.  The form the manager finally ended up giving the customer is not an official claim or incident report form.  The manager uses that to gather information from customers. He claims that he made that very clear to the customer.
  

  The area manager offered to pay $250 as a gesture of customer service, even after both he and the manager denied we caused the damage. The customer declined the offer and escalated the claim to me for follow up.  After I gathered details and spoke with everyone involved and reviewed the photos, I concurred that we were not responsible for the damage.  I encouraged the customer the consider accepting the offer, but again she declined.
  

  Brown Bear Car Wash still extends the offer made.

  Attached are photos from our cameras prior to the vehicle entering the car wash and our vehicle policy which is posted at the entrance of the wash.

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