Complaints

• Initial Complaint

  01/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  As I approached the car wash entrance, ******* suddenly stepped into my vehicles path, startling me. I cautiously rolled down my window, and he informed me I couldnt proceed because the membership sticker wasnt affixed to my windshield but was instead on the dash. Despite the system recognizing my vehicle, ******* insisted the sticker must be placed on the windshield or he would terminate my membership, instructing me to reverse my car. Confused and intimidated by his tone, I asked to speak with a manager. He claimed he was the only manager and gave me no other option but to reverse or face cancellation.When I asked for contact information for someone above him, ******* initially refused but later gave me a name and number. I explained the sticker had been removed due to a windshield replacement and requested a replacement sticker, but he refused, only offering a one-time wash while still canceling my membership.Feeling pressured, I reversed as instructed but hit a yellow pole that wasnt visible or detected by my sensors. I reported the incident to another employee, who filed an incident report and advised me to return the next day to speak with the General Manager (**).The ** apologized for Raymonds behavior but said the company wasnt liable since I was driving. I argued that Raymonds intimidating behavior and negligent instructions caused the accident and noted there were no signs stating the sticker had to be on the windshield.

  

  Business response

  01/28/2025

  Weve forwarded your contact information and details of your claim to the appropriate site management and leadership team. They will follow up with you directly to help resolve the situation and provide a conclusion regarding your damage claim. We take this matter seriously and want to make sure we address your concerns in a timely and respectful manner.
  Again, I apologize for the inconvenience youve faced, and well ensure that this is looked into with the urgency it deserves. Youll be hearing from the team soon to assist you further. Thank you for bringing this to our attention.
  
  
  
  
  

  Customer response

  01/29/2025

   
  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

  01/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a full interior detail from this business. I paid at the vendor prior to the car entering the wash. I came back to check on my vehicle after several hours and it was claimed to be finished . There was no trash removed from the vehicle, the cup holders were not cleaned, the mats were not clean, the entire thing looked like it had not been washed at all. There was also a bullet laying in the passenger seat of the car. Upon addressing this situation with the manager at the ********** and ***** ***** ****** location they advised us it wasnt their bullet , which isnt true because we dont even have a gun with that caliber bullet. We were also basically threatened and offered no refund for our purchase . I have been going to this location for years and this is the first and last time I will deal with this level of disrespect.

  

  Business response

  01/28/2025

  'm truly sorry to hear about your frustrating experience, and I completely understand why you're upset. After looking into this situation with management, I want to clarify that the reason the interior was not fully cleaned is that the car was left at the lot without the keys, which meant our team couldnt access the interior to complete the full service, including cleaning the cup holders and mats.
  As for the bullet, I can assure you that it was not left by our staff. We take these matters seriously, and I understand how unsettling this situation must be. I also deeply regret how the situation was handled when you addressed your concerns with the manager, and I sincerely apologize for any stress or frustration this caused you.
  I appreciate your years of loyalty to our business, and I understand why this has led to such disappointment. If youd like, Im happy to work with you to find a resolution that restores your trust in our service. Thank you for your feedback, and again, Im sorry for the way this unfolded - please feel free to talk on these matters directly with me at *********************** as I'd sincerely appreciate the opportunity to earn your trust in our services!

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Thursday November 21, I went to Cobblestone Auto Spa at ****************. Not only did I get horrible service, 3 of the employees were extremely disrespectful, with one of them even trying to fight me. I got the manager, not only mentioning the employees behavior, but how poorly my car was washed for a ***** " Ultimate " car wash. I have tried to reach out to them several times for a resolution, with nothing being done. I not only want my money back, I want a written apology.

  

  Business response

  01/12/2025

  We appreciate you bringing this to our attention. We have sent the details to the supervisor for this location to investigate further as the actions explained from our team members are far from the quality standards that are expected form our team. We have also requested a full refund of the service that was provided. Please allow no more than 2-3 business days to receive confirmation of refund and follow up from leadership. If you have not heard back within that timeframe, please contact us ************************************ s we can best assist!

• Initial Complaint

  11/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I initially was offered and accepted unlimited car washes for 3 months for $20. At the end of the 90 days, they illegally charged my credit card $35. When I complained to Cobblestone, I was advised that the trial period had expired and that I was now being charged the full price. When I advised them that I never authorized any other charge besides the initial $20, they offered to cancel my membership. I'm still waiting for my refund. There was never any documentation. The attendant simply pressed a button on the outside display (he was there because the sun made it impossible to read).

  

  Business response

  12/09/2024

  Thank you so much for taking the time to bring this to our attention and we sincerely apologize for the frustrations. We want to be sure to correct any error that may have occurred in this cancelation process. We have used your complaint info to send to our retention team to reach out to you as soon as possible and assist in canceling your account and seeing what issues may have occurred in your monthly charges. Please allow 2-3 business days to hear from them via call/or email and reach out to ********************************** if you have not received confirmation within that timeframe. Thank you for the opportunity to make this right! 

• Initial Complaint

  11/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Cobblestone Auto Spa initiated billing me for I don't know what (some kind of membership?) back in January. I never noticed the charges until recently. I noticed I was billed $34. I haven't been to Cobblestone Auto Spa since March 2024. They have been billing me since January. Excluding the one trip I actually made to Cobblestone Auto Spa in March, they have billed me 13 times. From January to July4th, they took $20 out of my account 7 times. Then on Jul 5th, the next day, they took $22. In Aug the took $20 again on the 2nd. Then on August 5th they took $34 and continued taking $34 a month until now, November, taking $34 in Sept, $34 in Oct and $34 in ****** total they have stolen $318 from me.Not only did I not sign up for any kind of membership, I would never do so because with my work truck I tow a large trailer 5 days a week, often 6 days a week. It's too big to take through a car wash, and full of debris most of the time. I rarely go to drive through car washes. I DO take my truck to the wash it yourself carwashes occasionally on weekends and have done that many times in the past year. Not a Cobblestone (it's called Blast Off Carwash).Again, I NEVER signed up or agreed to any kind of membership. Either a corrupt employee did so, or someone did so by error. I have had to cancel my debit card and request a new one. I am missing $318 from my account for NOTHING.I want Cobblestone to REFUND every cent of the money it illegally took from me.Dates money extracted:Nov 02, $34 Oct 04, $34 Sep 04, $34 Aug 05, $34 Aut 02, $20 Jul 05, $22 Jul 04, $20 Jun 04, $20 May 06, 20 Apr 04, $20 Mar 04, $20 Mar 04 $20 Feb 05, $20 Jan 04, $20 In that time there was one legitimate charge for $39 on Mar 04. I did not add it to the list. That was he last time I went to Cobblestone.

  

  Business response

  12/04/2024

  Thank you so much for taking the time to bring this to our attention and we sincerely apologize for the frustrations. We want to be sure to correct any error that may have occurred in this cancelation process. We have used your complaint info to send to our retention team to reach out to you as soon as possible and assist in canceling your account and seeing what issues may have occurred in your monthly charges. Please allow 2-3 business days to hear from them via call/or email and reach out to ********************************** if you have not received confirmation within that timeframe. Thank you for the opportunity to make this right!

• Initial Complaint

  11/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Cobblestone before work since I wanted a quick wash as an unlimited member. Everything was going well, except the exit door was closed, which was no big deal because it said it would open automatically. Well, it never opened. The belt rammed my car into the closed door not once, but three times. I kept honking my horn, trying to get someone's attention, but nobody came to check. Finally the car behind me ended up hitting me from behind because obviously I couldn't get out. The employees finally ran out when they realized something wasn't right. They collected our contact info and said someone would call within 24 hours. Its been more than 24 hours and its been crickets. I guess Ill have to take legal matters on this. 

  

  Business response

  11/27/2024

  We take this matter very seriously, and we sincerely apologize for the distress and inconvenience youve experienced. To help us address your concerns as quickly as possible, could you please send the address of the location where this occurred to *********************************** This will ensure that the right team is able to follow up with you promptly. Thank you for your patience, and we will work to resolve this as swiftly as we can

• Initial Complaint

  11/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Oct 12 I took my car to Cobblestone on ************* and Litchfield for a full car detail. When I picked up my car, the airbag system alarm was going off. ****** (the manager on duty) was no help, was rude and refused to issue an incident report. I called on Monday to speak to the general manager. I was handed to *****, he was also no help and would not issue a report. I took my car to the dealership on Oct 15 to discover water damage on my steering column and a fried spiral wire. Which controls my radio, my airbags, and my horn. I had to replace the wire at the cost of $874.56, adding on the original cost of $214.50 this has been an issue costing $1089.06. I have receipts for all of this. The company has been unresponsive. I have emailed their email ************************************ multiple times. I have called and left messages (or am unable to leave messages) at their corporate phone number. The store location is zero help and is not taking any responsibility. I have gone on their website and submitted tickets. They then claim I don't respond to their automatic emails. I have pages of emails, showing I have tried to multiple times to get a hold of this company. Today they automatically closed my ticket due to my supposed lack of response. I am hoping you can help me get a hold of someone that will resolve my issue.

  

  Business response

  11/22/2024

  Thank you for bringing this to our attention. We deeply apologize for the experience you've had, and we understand the frustration this has caused. We have notified your operations supervisor to investigate this incident further and they will reach out to you directly with the contact info provided regarding the matter within no more than 2-3 business days. We take these concerns seriously and will work towards resolving this issue for you as soon as possible. Thank you for your patience and for giving us the opportunity to address this matter.

  Customer response

  11/27/2024

   
  Complaint: 22528528
  
  I am rejecting this response because:
  I waited three business days and 6 days from the BBB notification and I have not heard a single thing from Cobblestone. No email or phone call from any representative of their company. 
  

  This has been my experience of them since the start of this. Before reaching out to BBB, I tried calling the store, emailing the company, filing a ticket on their website, and calling and leaving voicemails on their corporate customer service line. Every single way I have tried to communicate has fallen on deaf ears and Ive gotten no response. 
  

  I was very hopeful that this would be different but it was not. Like everything else, once again I went ignored and heading into the holiday season without a fix to my issues. 
  Sincerely,
  
  ****** *****

  

  Business response

  12/13/2024

  Our reputation management specialist has contacted customer 12/10 to ensure a resolution is personally provided by operations management before the holiday. Your experience truly matters and we want to ensure that you have spoken directly with management regarding the experience and sincerely apologize for the delay

  Customer response

  12/18/2024

   
  Complaint: 22528528
  
  I am rejecting this response because I did recieve an email on 12/11 apologizing for their lack of response nothing has come of it. 
  

  I responded to the email and thanked them and asked for them to call me. I waited the three business days and again, I havent heard anything! 
  

  I really want to work with the company but I am just at a loss. No one is holding the specific location I dealt with accountable for their lack of action. 
  

  Thanks for your help. 

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

  

  Business response

  12/29/2024

  We apologize ******* we do not, and can not close complaints - it is timed through the BBB and they close unanswered tickets, we apologize for the frustration! We have notified upper management to reach out regarding the incident vi the previous email communication you had with our customer service team to help provide a reasonable solution!

  Customer response

  01/05/2025

   
  Complaint: 22528528
  
  I am rejecting this response because:
  I still havent heard from anyone. I do understand this week was a holiday so I am hoping to hear something this upcoming week. 
  
  Sincerely,
  
  ****** *****

  

  Business response

  01/12/2025

  A team member has contact ****** prior to holiday and has requested follow up from leadership regarding the incident as it involved the manager of the location, we sincerely apologize as leadership roles were on holiday and our team member, ***** C has followed up to ensure a conclusion and is provided!

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 19, 2024. I took my 2007 ***** in for an upgraded wash./clean. While the employee was wiping the inside of the windshield he Broke off my rearview mirror, which took out a 2 inch chunk of glass from my front windshield The manager, **** did except liability, took my car information and Email to send to the corporate office The corporate office rejected the claim because my car was older than 15 years old. Cobblestone has a sign that says they are not responsible for damage of cars older than 15 years. But it was not the car wash that damaged the rearview mirror it was the employee that was quickly wiping the inside windshield. The rearview mirror was secure! Otherwise, when it broke off, it would not have taken a 2 inch hole of glass from the windshield

  

  Business response

  11/18/2024

  I can understand how disappointing it must be, although, regarding the disclaimer you mentioned, unfortunately, it does state that Cobblestone is not responsible for damage to vehicles older than 15 years, which does apply to your situation. While I understand this may not be the outcome you were hoping for, claims and insurance decisions are ultimately handled by our claims teams based on the terms of our policy and the details of the incident.
  Again, Im truly sorry this has not been resolved in a way that meets your expectations, and I appreciate your understanding of the situation as it stands. If you have any other questions or concerns, please dont hesitate to reach out.
  

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  in July of 2024, i visited this location for cleaning services of my vehicle. upon inspection after service, i noticed something was sprayed on my instrument cluster, radio, and shifter glass that stained and would not come out. I informed the manager "***" of the damage and he refused to accept blame of the damages. I took my vehicle in to the dealership to get the damaged cluster glass replaced. I then contacted Cobblestone customer service and they told me to go back to the location of the incident and provide a receipt of the damages so they could file a claim for the damage. I provided a copy of the receipt to "***" in early October and i an still yet to hear back from anyone about recouping my loses. I have called, emailed and visited over and over about this to no avail. I am now filing a complaint and would like to seek assistance from the BBB to get this resolved.

  

  Business response

  11/18/2024

  To better assist you and ensure we address this properly, could you please let us know the specific location where this occurred? We want to make sure we get all the details right and work with the right team to resolve this matter as quickly as possible.
  We take feedback like yours very seriously, and we want to ensure this is handled to your satisfaction. Thank you for your patience, and I look forward to hearing back from you so we can take the next steps.
  Best regards,

  Customer response

  11/19/2024

   
  Complaint: 22512854
  
  I am rejecting this response because: I received the same message when I first notified Cobblestone of the issue and nothing was resolved. The damaged occurred at the ************************ location. The manager on duty was ***. Same information I provided from the beginning and on the BBB complaint. 
  
  Sincerely,
  
  ***** ******

  

  Business response

  12/04/2024

  We apologize for the frustrations thought the location wasn't specified in the original complaint and we wanted to ensure our gm or agm, ***, was connected to the appropriate location this incident occurred at, and we thank you again for letting us know! I have sent your complaint info and contact information to the general manager of the ****** location as well as their regional supervisor to review and provide a proper follow up regarding the report. Please allow no more than 2-3 business days for them to contact you. If you have not heard back within that timeframe, please notify us at ********************************** for prompt response times and so that we may ensure you are provided a proper follow up! Thank you again for the opportunity to make this right!

  Customer response

  12/10/2024

   
  Complaint: 22512854
  
  I am rejecting this response because i was told that i would receive a call from the locations manager or upper management within 3 business days and i have not heard anything. 
  
  Sincerely,
  
  ***** ******

  

  Business response

  12/17/2024

  Thank you for getting the location over! We only received a ** name and have multiple **** and requested the address to ensure this gets to the right team to follow up as quickly as possible. I have sent your complaint to the appropriate team member and their district supervisor to get an update of the incident report from our claims department and follow p with you within no more than 2-3 business days. If you have not heard back within that estimated time frame, please contact us at ********************************** so we can ensure quality service and accountability of communication with this complaint. Thank you again for bringing important matters such as these to our attention so we can assure growth and quality in our brand s well as the opportunity to help investigate this further for you.

• Initial Complaint

  11/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was quoted a price of ****** dollars handed them my debit card got home and realized they charged me ******** dollars went back and they said that was the charge for washing and vacuuming my jeep and said that was it!!!!

  

  Business response

  11/17/2024

  Thank you for reaching out and sharing your concern. I completely understand how frustrating this situation must be for you, especially when the charge was significantly higher than expected. Ive notified our retention team about your refund request, and they will follow up with you within 2-3 business days to assist in resolving this matter. In the meantime, please feel free to reach out if you have any additional questions or need further assistance. We are committed to ensuring this is addressed promptly and to your satisfaction.
  Thank you for your patience and understanding

*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. ↩