Complaints

• Initial Complaint

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Turtle Wax "Bug and Tar Remover" spray-on product from a national car supplies retailer approximately a year ago. This product is advertised to clean hard to remove road debris that normal car soaps cannot penetrate.I used the product at the end of August 2024 and followed the instructions on the label. I came to find at the rinsing stage that the product damaged the clearcoat on my **** Bronco SUV. There are swirl marks all around the vehicle that cannot be addressed by any waxes, swirl removers, ceramic buffing, etc. It has literally stripped the clearcoat off the truck.After reaching out to customer service, I was told to complete an online claims form and to return the unused portion of the product to ******* for testing. I had complied with all instructions but did not receive a reply. After reaching out again in early September, I was told that I would hear from the claims department within a week. It has been over a month now and all subsequent requests for a status update from customer service has been thoroughly ignored. As part of the claims process, I acquired two repair estimates from independent shops. The estimates vary from $1375-$8000 as the shops need to determine if repainting would be necessary.

  Business response

  11/13/2024

  Claim was turned over to our Insurer.

  After investigating into the complaint, ** settled the claim.

  Final settlement signed and released on Nov. 1, 2024.

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Sprayed Turtlewax bug and tar remover on my grill and back of my mirrors ****** crosstrack 2024 and it discolored them I have been dealing with this company since August 5 2024 and no results I want my car repaired

  Business response

  11/15/2024

  Thank you for reaching out, We appreciate the opportunity to address these concerns.
  
  This is an open claim with our *************************************** Claim Number #F3T7038.
  
  If you have any further questions or if theres anything else we can assist with, please dont hesitate to contact us. We value your business and are here to help.
  
  ****** ******-********|Global E-Commerce ***************** Supervisor

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought turtle wax ********* remover around June 13? I used it on my motorcycle to removed some bugs. After using it parts on my bike turned to a grayish white color. I called them soon as I seen it. The call was on June 14th. I explained to the guy on the phone what had happened. He said he will send out a form to be filled out what cost to replace the parts and an address to send the bottle back for testing. Never received the information. Called again the following Monday and told a lady the same thing. Apparently they didnt see it when i called in. She said she will email me the info and would have it in one business day. Wednesday came and no information. Called again and talk to a lady and she said she will mail it out. As of today Monday the 24th i have not received any information.

  Business response

  11/14/2024

  Thank you for reaching out, We appreciate the opportunity to address these concerns.
  
  Turtle Wax, Inc. did not receive notice of an alleged damage claim made by ****** *******. Turtle Wax will reach out to its *********** for information on any calls that may have been made about this matter. Turtle Wax will reach out directly to the consumer on this matter to see if they are still wanting to pursue a claim.
  
  If you have any further questions or if theres anything else we can assist with, please dont hesitate to contact us. We value your business and are here to help.
  
  ****** ******-********|Global E-Commerce ***************** Supervisor

  Customer response

  11/15/2024

   
  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

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a promotional coupon for 15% off on March 19 (SPRING15) in which I attempted to use while make a purchase online on March 25 (the last day to use said coupon). The coupon code would not work so I contacted support for help. I have since contacted support multiple times over the past two weeks with either no response, automated response, or excuses that the person who handles these issues is out of the offices. I've given them more than ample time to handle my inquiry but it is obvious they have zero respect or concern for their customers. I have been unable to wash my wife's car properly as I have been waiting for this issue to be resolved in order to purchase the products necessary to complete the job.

  Business response

  11/13/2024

  Resolved on 4/15/24: TW emailed ******* with another 15% off discount code that he could use.

  ******* used the code we sent him and placed an order with it the same day.

  He never emailed us back after.

  Customer response

  11/13/2024

   
  Better Business Bureau:
  
  Yes, after almost a month they finally resolved my issue. However, they never responded to the BBB complaint so there wasn't much I could do here. Now that they have responded I am allowed to accept and close out the case.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  01/11/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Don't remember the exact date, but I bought 2 Odor-X car bombs at my local Auto Zone. One of them was empty. They no longer sell them, and referred me to Turtle Wax. I've been sending in "contract us" and calling the 800 number since August 25, 2023. No one has EVER GOTTEN BACK TO ME! One of the cans in the pkg was empty! I'm looking for a replacement. I've tried to contact them by phone *************) since August 25, 2023, over 50 times now. Since Nov it's been weekly, still no call or email back. They have been ignoring my requests.

  Business response

  11/14/2024

  Thank you for reaching out, We appreciate the opportunity to address these concerns. We wanted to let you know that this complaint has been fully resolved. Our team worked diligently to address the issue, and any necessary actions have been completed to ensure the consumers satisfaction:
   
  On January 15, 2024, Mr. ***** spoke to one of ********************* ***resentatives via email (ticket #********). Mr. ***** requested a replacement product be sent out to him. Our *** processed this request by submitting an order request (Order #*******) on January 15, 2024 to be shipped to *********************************************** and corresponded these actions via email to Mr. ****** ***** tracking is ********************************************************************************
   
  If you have any further questions or if theres anything else we can assist with, please dont hesitate to contact us. We value your business and are here to help.
   
  ****** ******-******** | Global E-Commerce ***************** Supervisor

  Customer response

  11/15/2024

   
  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. However, just be aware that it took countless phone calls and a complaint on bbb, to get this resolved. 
  
  Sincerely,
  
  ** *****

• Initial Complaint

  12/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid $5300 to Turtle Wax on 3/4/23 into its ***** Fargo account. A company selling financial benefits stated they are partners with Turtle Wax and that I would get savings in return. I am a long time user of ********************** products and I recognized the name. However I received no benefits and I alerted Turtle Wax to this potential scam. Initially Turtle Wax responded positively to investigate and even confirmed receiving my monies and identified the party that got benefits from my monies. But now it has gone completely silent. I even wrote to its CEO and CFO about this but it is absolutely silent. Needless to say what I thought was an American icon is no longer. How it can tolerate such scam is beyond me. I am going to spread the word so others beware and will take all steps to recover my hard earned monies. This is absolutely unacceptable.

  Business response

  11/14/2024

  Thank you for reaching out, We appreciate the opportunity to address these concerns.
  
  The plaintiff (******* Dash) filed a lawsuit in the Circuit Court of the Eighteenth Judicial Circuit *************, ** (No. 2024 SC ******). The plaintiffs case was dismissed by the court on July 9, 2024.  The plaintiff hired local counsel and is appealing the order for dismissal. The request for reconsideration will be briefed to the judge and is set for oral argument on December 12, 2024.
  
  If you have any further questions or if theres anything else we can assist with, please dont hesitate to contact us. We value your business and are here to help.
  
  ****** ******-********|Global E-Commerce ***************** Supervisor

• Initial Complaint

  09/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased several products from Turtle Wax on August 6, 2023 and received a confirmation email that said "We're getting your order ready to be shipped. We will notify you when it has been sent." This was to be sent with 3-day shipping. I received no shipping-confirmation email and the products did not arrive. I contacted Turtle Wax several times, but still have not received my products. I emailed via the address in the order-confirmation email on Aug 13 and only received a reply on Aug 21. On Aug 22, they said that "We have sent out a replacement for you. Please allow 2-3 days for this to arrive." It is now 10 days later and the products still have not arrived. I called the phone number in the contact information section of their webpage several times and was told that they do not have the ability to look at order status and can only pass on messages (that never get returned). Below is a chronological review of my attempts to resolve this:-Aug 6 - I placed an order and never received a follow-up email that the products were sent -Aug 13 - I sent a first email enquiry as to the status of my order -Aug 16 - I called and they requested that I fill in a contact form on the webpage -Aug 18 - I received a reply to the form that asked for the order number, even though I had given it; I pointed this out and they never replied back -Aug 18 - I received an autoreply to the email enquiry from Aug 13 that only said they "will reply as soon as possible"-Aug 18 - I called, requested an update, and was told they would escalate the case -Aug 21 - I received an email offering to refund or resend and I requested that the order be resent -Aug 22 - They replied that they would resend it and that I would receive it in 3-5 days -Aug 29 - I emailed asking for the status again, but have not received a reply yet (as of Sep 1)-Aug 31 - I called and they once again took my information saying someone would call me -Sept 1 - I still have not received a return call or email

  Business response

  11/14/2024

  Thank you for reaching out, We appreciate the opportunity to address these concerns.
  
  Turtle Wax, Inc. Reference Number: Order #*****. This order was cancelled and fully refunded.
  
  If you have any further questions or if theres anything else we can assist with, please dont hesitate to contact us. We value your business and are here to help.
  
  ****** ******-********|Global E-Commerce ***************** Supervisor

  Customer response

  11/14/2024

   
  Better Business Bureau:

  I opened this case more than a year ago. For some reason, the case was reinitiated this year where you contact the business again. For your information, last year when this happened, I filed a credit card dispute with Turtle Wax and the money was refunded.

  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

  07/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  On 7-13-2023, I ordered 2 bottles of "HYBRID SOLUTIONS PURE SHINE MISTING DETAILER 20 FL OZ" from SP Turtle Wax (order #*****, that was shipped by ***** #**********************) and paid $29.44.On 7-15-2023, at 11:05am, I received product damaged. The delivery box appeared to be smashed with two broken bottles and contents leaked out all inside and out of two sides of the box. When I opened the box, both bottles were smashed with the caps off and emptied from the content solution. Immediately, I contact Turtle Wax at 11:05am both in writing and by phone ************** to report the issue and have not received any reply. After 5 repeated attempts to contact Turtle Wax (3 by phone and 2 filing a complaint on their website, and sending an email to the company) on 7-15-2023 and on 7-16-2023, Turtle Wax failed to respond to me and/or failed to make any amicable resolution to my complaint matter. On 7-17-2023, I phoned Turtle Wax by phone and again I was directed to file a complaint on the Turtle Wax website. After I had explained that this was my sixth complaint for the same matter with no resolve, the operator insisted, "there is nothing he could do except wait for Turtle Wax customer service to get back to me" and ********************** operator stated that he could not provide a time and/or time frame when Turtle Wax would respond. Due to Turtle Waxs lack of cooperation in regards to this matter, I contacted the Better Business Bureau for guidance. It is worth noting that Turtle Wax did not have a promising success rate at resolving their errors with consumer/s and according to the BBB. Furthermore, Turtle Wax appear to have a shadowing failure business grade rating.

  Business response

  11/15/2024

  Thank you for reaching out, We appreciate the opportunity to address these concerns.
  
  Turtle Wax, Inc. does not have record of communications with **** ********* on this order. **** ********* contacted us with complaints about his other two orders (#***** & #*****) which were both fully refunded.
  
  If you have any further questions or if theres anything else we can assist with, please dont hesitate to contact us. We value your business and are here to help.
  
  ****** ******-********|Global E-Commerce ***************** Supervisor

  Customer response

  11/15/2024

   
  Complaint: 20331690
  
  I am rejecting this response because:

  There was a total of four orders that of which Turtle Wax had failed to deliver and respond to the complaint on each order.  Turtle Wax business have not addressed the gravamen of the complaint matter and also violated consumer fair trade practices.  Turtle Wax have not refunded All FOUR ORDERS.  
  
  

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

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  - I noticed scratch on my car (black 2010 ****** Prius) on June 21, 2023 at 4:10 pm, I then filed a police report the same day.- I went to ******** Auto Parts on June 21 and purchased their recommended scratch remover kit: Turtle Wax Hybrid Solutions Scratch Repair Kit - I applied it correctly based on the instructions on the back of the box, which were confirmed by the ******** sales people.- Afterward, the scratch repair solution led to very bad damages and stains to my car's paint. The damages are along the back-right door as well as the back-right portion of the car after the door.- The following day on June 22, with the damages still very much visible, I called the Turtle Wax number on the back of the box, and the representative told me that the claim form will be emailed to me and to send in the sample to their Corporate Quality *********************** along with images and two estimates.- I received the following estimates on June 22 before accepting and going through with the more fair estimate:************************:- Viewed in-person; recommended full body as complete side panel paint job would lead to a big difference between the rest of the car and the side panel - Full body estimate: $10,000 - $12,000 - Side panel estimate: $3,200 ; Maaco:- Viewed in-person; also recommended full body - Full body estimate: $2,000 - On June 22, after consulting different body shops and evaulating the damage, I went back to Maaco and accepted their final total of $1,928.88.- After not receiving the email by June 23, I called Turtle Wax again and spoke to ***, provided her my information again, and she said I would be receiving an email.- Did not receive claims forms again. Called TurtleWax again for the third time on June 28, provided my information, and requested the claims forms again.- As of July 11, 2023, I still have not received any claim form or information from TurtleWax and am now filing a complaint via the Better Business Bureau today.

  Business response

  11/15/2024

  Thank you for reaching out, We appreciate the opportunity to address these concerns.
   
  Turtle Wax, Inc. did not receive notice of an alleged damage claim made by **** ***********. Turtle Wax will reach out to its *********** for information on any calls that may have been made about this matter. Turtle Wax will reach out directly to the consumer on this matter to see if they are still wanting to pursue a claim.
   
  If you have any further questions or if theres anything else we can assist with, please dont hesitate to contact us. We value your business and are here to help.
   
  ****** ******-******** | Global E-Commerce ***************** Supervisor

  Customer response

  11/15/2024

   
  Complaint: 20308311
  
  I am rejecting this response because:

  As I specifically stated, I contacted TurtleWax multiple times and was told by their representatives that I would be receiving a claim form. They never sent it, and are only now responding to the BBB complaint after years of silence once the complaint was closed. I ended up spending $2k on the repairs due to TurtleWaxs negligence. I still have not received a claim form, nor has anyone from TurtleWax reached out to me.
  
  Sincerely,
  
  **** ***********

• Initial Complaint

  07/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased the Headlight Lens Restorer kit and did not get the results mentioned in directions. I contacted consumer support by phone on 4-3-23 and was told a research team member would contact me in 24 hours. I called again on 4-5-23 and received no response. I sent email on 4-8-23 and received a response from ****** asking for more information. I responded to ****** email with information and did not get any further response. After leaving more messages in May (employee was *******) and in June (******) no response or support from Turtle Wax. Last message by phone and email was 6-27-23. If they are suppose to offer support to consumers they have failed.

  Business response

  11/14/2024

  Thank you for reaching out, We appreciate the opportunity to address these concerns.
  
  Turtle Wax, Inc. does not have record of communications with ****** **********. Unfortunately, we were in a transition phase during this time with our ticketing systems and we had a period where all communications were lost. Turtle Wax will reach out to ****** ********** directly.
  
  If you have any further questions or if theres anything else we can assist with, please dont hesitate to contact us. We value your business and are here to help.
  
  ****** ******-********|Global E-Commerce ***************** Supervisor

*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. ↩