Complaints

• Initial Complaint

  10/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a car wash in May 2023. I did not agree to a continued service. I agreed to a one time car wash.My card has been charged every month for continuous car wash agreement.I did not receive any kind of sticker or contract.The company is continuing to charge $39.00/month.I have never been back to Cobblestone wash since May 2023, yet my card has been charged June, July, August, September and October 2023. My neighbors have also complained. My neighbors alerted me of the scam so I checked my card. I am amazed this business is allowed to continue to fraudulently charge CC for a service not agreed to and no contract given. They stole my credit.

  

  Business response

  10/25/2023

  We appreciate you bringing this to our attention and apologize for any frustrations. We want to be sure to correct any error or miscommunication from our team that *** have occurred in this cancelation process. We have used your complaint info to send to our retention team. This account has been located and canceled as of 10/25/2023. With a full refund stated in your confirmation email being sent back to the CC on file. Attached is a copy of receipt of refund.

• Initial Complaint

  10/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ongoing charges to credit cards for memberships that were requested cancelled.10/2, 10/16, 9/2, 9/8, 9/15, 8/2, 8/15 I've been paying $79 a month for over a year and can not get it to stop.6/13 ************************* ************ responded to email from me requesting to cancel unlimited plan. was told any changing would result in no longer being eligible for the $20 plan from when the first opened. 8/7 as just a request to remove 1 car do to it being sold. Was told they could apply my promotional price to another of our cars. Agreed as this would result in it being half price for top of the line wash. so should be 2 cars at $20. Refund received for $20 shortly after. Spoke to ************************* out of **********. ************ Sept comes and repeated charges. Thought may have just missed a payment cycle.Oct comes contact ************************, Supervisor (She does not provide phone number on emails)thru email on 10/3 requesting all memberships be cancelled due to the continued charges for memberships they can't get cancelled. Her email states that each license plate was in fact cancelled. She was unable to tell me what all the charges were for on my credit cards because "The cards were removed from the account therefore I have no information to go based off these were canceled for the month of October". I had thought by removing my cards from my account that would stop them from billing me. NOPE. Received 1 refund for $39. I was told each membership was attached to a license plate number. If this is true, how can they possible bill this way. I want confirmation that I will not be billed again and refunded for $60 for 3 months of a Polish and Shine Family plan I am being billed for thru their App invoices numbers 8579990, 9042362, 9496666 and all charges billed as $39 since August approx $78. I may have missed a refund amount but would be happy with this. They also need a better way to contact customer Service.Copies of all information provided can be supported.

  

  Business response

  10/24/2023

  Thank you so much for taking the time to bring this to our attention and we sincerely apologize for the frustrations caused by the fastpass team. We want to be sure to correct any error that *** 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 *** 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!

  Customer response

  10/27/2023

   
  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. Looking forward to receiving a refund for duplicate charges soon. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Last month, I noticed a charge on my bank statement for a membership for Cobblestone Auto Spa. At no time did I authorize my card to be charged for a membership. I contacted Cobblestone and requested that the membership be cancelled and my money refunded. I never received a response. Now for the second month in a row, my account has once again been charged $20.00 for a membership that I did not authorize. I tried contacting Cobblestone and could not reach anyone. I tried cancelling it online and it requires a barcode. I do not have a barcode because I never signed up for their service. At this time, I am requesting that this unauthorized membership be cancelled and my $40.00 be refunded immediately. Companies like these should not be allowed to take advantage of people.

  

  Business response

  10/27/2023

  We appreciate you bringing this to our attention and have worked diligently to correct the error made by our team. Attached is a receipt of refund in the total amount owed to your credit card number on file. We appreciate the opportunity to make this right for you!

  Customer response

  10/30/2023

   
  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

  10/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 05/30/23 I paid $20 to start the Unlimited car wash monthly plan offered by this company's bell road location.Before the end of that same month, I connected to the washing manager at the station and asked his to cancel my plan as i had to move out of the my address, but i saw the charges in my subsequent month as well, i tryies to call the customer care multiple time but did not get any response. It was my understanding that it was purchased at station it is cancelled by them, in fact, canceled. Every month since then, this company has been charging me $20 on my credit card without my authorization. I have tried to cancel several times, and even filed refund disputes with my bank, but each month these charges persist. I am almost to the point of cancelling my credit card and filing a legal complaint. I have not been to this car wash since June 2023. Today is 10/18/23, and i have **** charged almost $80, and not sure how much do i need to keep paying for the service i requested to cancel and not even able to use as i am not at the place.

  

  Business response

  10/24/2023

  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 *** 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 *** 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

  10/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The incident occurred on August 13, 2023, at approximately 3:30 p.m. During this visit, my vehicle, an Infiniti QX80, underwent a car wash service at the Cobblestone Car Wash on ******************** in ****, *******. I must bring to your attention that my vehicle sustained damage to its right rear taillight in the car wash tunnel. The damage was severe enough to result in the plastic cover being ripped off.I informed one of the car wash attendants present on-site. The attendant was made aware that the damage occurred within the tunnel during the car wash process. Subsequently, the attendant retrieved the detached taillight cover from within the car wash tunnel. The cover was wet, confirming that the damage had occurred within the facility.Cobblestone called me about a week later, telling me that they reviewed the footage and acknowledged that the car wash caused the damage. However, they stated that they were not going to pay for the damage. Consequently, I have no choice but to request compensation for the damage caused to my Infiniti QX80. The estimated cost for replacing the taillight cover on my vehicle is $800.

  

  Business response

  10/31/2023

  We appreciate you reaching out to us and have had our claims and operations supervisor review a second time. Attached is the email of the decisions by operations as well as a copy of the incident report. We sincerely apologize for the frustrating situation but as per our disclaimers around the facilities Cobblestone is not responsible for loose moldings/trims.

  Customer response

  10/31/2023

   
  Complaint: 20617497
  
  I am rejecting this response because:

  I must emphasize that my rear taillight was not damaged in any way before the car wash. Taillights do not just fall off, especially on a well-maintained vehicle and cared-for vehicle that had no damage or cracks in the taillight prior to the car wash.

  
  The argument that the blowers blew off the taillight cover does not fully address the situation. It's important to note that the taillight was securely fastened before entering ************* facility and was not previously damaged. The force generated by your blowers may have dislodged the cover, but the key issue is that it should not have dislodged in the first place had it not been for a snag or some other issue within the car wash tunnel that caused the taillight to crack and eventually blow off.

  
  Given the circumstances, I strongly believe that something within the car wash tunnel must have snagged or caused the taillight to snap off prior to the blowers finally pushing it off. The fact that my taillight was intact without any damage when I entered your facility and damaged upon exit strongly suggests that the damage occurred during the car wash process. Taillights don't just blow off, and I am not driving around Phoenix with a "loosely fixed taillight."

  
  In light of these points, I respectfully request that Cobblestone **************** reconsider my request for compensation in the amount of $800, reflecting the cost of a replacement taillight cover for my vehicle. I believe that the evidence presented, which highlights that my taillight was not damaged prior to the car wash and that it should not have come off during the service, underscores the need for Cobblestone **************** to take responsibility for the incident. 
  
  Sincerely,
  
  *********************

  

  Business response

  11/02/2023

  We understand this difficult situation, though Cobblestone is stating we aren't liable per our disclaimer regarding any loose trim; we have no proof the trim couldn't have been loose other than your statement. If trimming or any molding was dysfunctional, this easily and clearly would have caused issues for any other vehicle this day of over 350+ washes average. There have been no incident reports on this date outside of yours. Our wraps are made of a fabric similar to a wet suit and foam; making it extremely difficult to catch debris. Again, if this molding were in perfect condition - we would be able to help validate the argument by any other type of similar situation on this date in the hundreds of cars that go through our wash tunnel. We are terribly sorry, but we stand by our clear policies stated at our sites and prior to tunnel entry and with all gathered information.

  Customer response

  11/03/2023

   
  Complaint: 20617497
  
  I am rejecting this response because: I don't know why you keep bringing up trim, when trim is not an issue. The car wash ripped my taillight cover off, and you are telling me you don't have any evidence showing that it was tight enough? I don't understand this circular argument you are trying to make, saying that if the car wash caused the damage it would have caused damage to 350 other cars.
  
  Sincerely,
  
  *********************

  

  Business response

  11/14/2023

  We are referring to the trim/molding that for your headlight. Our insurance claim and ops have already reviewed this and stated this is inconsistent. We again, sincerely apologize that this isn't the outcome you were expecting, but we can't be liable for damage not caused by Cobblestone.

• Initial Complaint

  10/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In August i went online and cancelled my membership with Cobblestone because my car was totaled. In September they still took out ***** from my account. They did the same in Oct took out *****. In September i called there corporate office and they only let you leave message and claim they will call you in two business days. They nevered called. I also left message a week ago and still no call. When i called this past Sunday and spoke with a manager he informed me they never cancelled my account and he would get my refund for September and October. It never happened i just want my money back and i want a written notice from them stating my account was cancelled in Auguat.

  

  Business response

  10/16/2023

  
  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 *** 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 *** 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

  10/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I arrived at car wash no one was there, entered the rails then **************** (store mgr) came out of office and waved the paddle and my car started into machine..all of a sudden it hopped 2 times then settled in. When I left the car wash I got about 1.5 miles up the road and my car alerted me that I had tire failure. Total flat tire. There were not any signs saying not to enter the car wash if no attendant. There is no way I could of scratched up my drivers side front tire from driving unless i was in ****** driving the opposite direction. My car has **** miles on it, the tires and rims are in perfect shape. I called the location and spoke to **************** telling him what happened after I got donut put on car and new tire ordered. He said he remembered me and the incident. I called corporate and they said mgr would call me. He didn't so yesterday 10/6 i went back to car wash and we filled out an incident report. **************** called his supervisor and someone at corporate afterwards he did tell me that Cobblestone was not going to take responsibility for this since I drove my car into the machine. I asked was there an option to have employee drive car into machine??? No, all customers drive their cars into the machine. I am filing this complaint right away because I am needing reimbursement for the tire and I need them to pay ******** for a new rim. Mine is badly damaged and am wishing to get replaced asap.

  

  Business response

  10/24/2023

  Operations and ***************** have reopened incident report and concluded there was damage prior to entry and no puncture of the tire. Tunnel railings are built to keep car aligned and prevent damage and are built to refrain in a way that could be clear form such puncture wounds. If there was anything sharp within the railings, there would be more than one incident report that morning with over 100+ cars washed within the first hours of our shift. No damage claims reported this date or any within two weeks of expected date regarding tires/rims. Claims comes to conclusion after video footage and these factors that we were not the cause of a puncture wound to the customer's tire. 

  Customer response

  10/26/2023

   
  Complaint: 20708374
  
  I am rejecting this response because: The decision to not be responsible was made by the general manager before the incident report was even completed to the on duty manager at the car wash, he told him that on the phone.  He didn't review the films either.  *************************** was going to try to provide me the films but somehow not available.  I did not have damage or punctured tire when I entered the car wash, made two right turns after leaving and tire went flat within 3-4 minutes.  The tire damaged is front left.  I 100% believe the car was machinery had a malfunction and something caught my tire and rim.  Under any oath I would swear to this. 
  
  Sincerely,
  
  *********************

  

  Business response

  10/31/2023

  This was already provided a second overview by operations director and claims - outside of the GM's opinion when reviewed a second time. The conclusion based on footage and the lack of any incident reports and basic structure of our railing led to the final decision. We unfortunately don't hold footage past two weeks at our sites as new footage flows in through the dvr systems. We sincerely apologize for these frustrations.

  Customer response

  10/31/2023

   
  Complaint: 20708374
  
  I am rejecting this response because: The second conclusion was made by the same GM that made the first conclusion before the incident report was even filled out.  I could overhear on the phone when talking to the manager at the location that they were not taking responsibility for the damage.  This is all about no responsibility taken by Cobblestone ever.  I have read numerous blogs and customer complaints with never an outcome of Cobblestone taking responsibility for anything.  There was a malfunction on the maching and it ripped a gash in my tire and damaged the entire circumference of the rim.  Being on drivers side front tire/rim  that kind of damage just couldn't happen in normal driving unless you are driving on the wrong side of the road as in ****** or somewhere.  This happened from the machinery on left side.  Seems like one would at least take a few screen shots of the film since you know it is going to be deleted and this case isn't going to go away.  Just doesn't make sense if you have video proof that you wouldn't save.  You clearly know that I had no damage whatsoever to my tire or rim or you would of screen shot it in order to show.  But you didn't.  
  
  Sincerely,
  
  *********************

  

  Business response

  11/02/2023

  It is a damage claim focused at this location therefore you will of course receive and email by their GM at the highest local level after a second review by ops/claims. GM's second review is based entirely on their supervisors and claims. Per the emailed conclusion by the second review; the jolt you felt in your vehicle was that stated in the email as the rods catching your vehicle as you may delay going into neutral. Again, there is absolutely nothing on the railing guides of any car wash tunnel that can create a gash or puncture wound to a car tire. We understand how incredibly frustrating situations like this can be; but we cannot take responsibility for an incident that was not at our fault and stay by the decision maid by our claims department and management staff. Cobblestone has always been willing to help those when we are at fault as seen by many positive reviews as well. Again, we apologize and wish you nothing but the absolute best.

  Customer response

  11/03/2023

   
  Complaint: 20708374
  
  I am rejecting this response because: I am never going to accept them not taking responsibility for this.  There have been numerous claims of tire damage from other people at Cobblestone car washes I have found online, if this wasn't a possibility why are there so many issues with other people.  It never occurred to me that this was an issue/problem or possibility.  I would never of taken my $95K ******** SUV into the car wash if I had known there was a possibility of this happening.  It is a convenient location for me to pop in while on way to post office weekly.  I certainly could have gone to a regular car wash but I liked the ease of this one.  Of course will never go back but in the meantime this is damage caused by the machinery at this location.  Why didn't you screen shot my vehicle from the film before it "automatically erased"  If it was my business I would be certain to SAVE the recording.  The recording showed zero damage to my tire and rim I am 100% certain and that is why no film was saved.
  
  Sincerely,
  
  *********************

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I came in today to get my car detailed for half off for Members. I was originally told 160 for doors, floors, and seats. All the details packages 3 in one. Upon arriving I'm informed that it was going to be 150. Then after trying to charge me the guys informs me that I have to buy a wash, when I already pay 17 dollars monthly, then he says that I have to pay for my car to be vacuumed when vacuums are free to use. I'm guessing paying the workers to do their already being paid for job. I'm unsure. However I did end up paying ****** which added a express upgrade with a 5 dollar discount. I'm unsure how it was charged. The price came out to about the same as three separate services but the way it was stated to sale them was nothing like the advertising I recieved by email.

  

  Business response

  10/06/2023

  We would like the opportunity to investigate your feedback further. If you're open to being contacted, please send your contact information and the location that this occurred at to ********************************** and we will reach out!

• Initial Complaint

  09/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 3/9/23 I paid $23 to start the Unlimited car wash monthly plan offered by this company's *********************************************** location.Before the end of that same month, I called to cancel the monthly plan. It was my understanding that it was, in fact, canceled.Every month since then, this company has been charging me $39 on my credit card without my authorization. I have tried to cancel several times, and even filed refund disputes with my bank, but each month these charges persist. I am almost to the point of cancelling my credit card and filing a legal complaint.I have not been to this car wash since March 2023. Today is 9/28/23.

  

  Business response

  10/06/2023

  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 *** 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 *** 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!

  Customer response

  10/13/2023

   
  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

  09/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I visited the Cobblestone location on 112th and Main, ************** in early May, approximately May 7, 2023. Knowing that I was moving to ** on May 13th, 2023, I informed the worker at the window to cancel my account. He confirmed that he cancelled it told my my last day of service would be 5/17/2023. I trusted that he did his job to cancel my account.On Sept 18th, I saw that I was still being charged monthly over the past 5 MONTHS for $37 a month for a total of $185. I now live in a state where there are NO Cobblestone locations. I proceded to email Cobblestone on their website to let them know of their error.To my dismay, I received a canned email response saying they would like to give me a monthly discount. If they had actually read my email, they would know immediately that that is ridiculous because there are NO locations in ***********. They just want to avoid canceling a subscription I cannot use.I also went on their website to cancel my subscription and guess what???. Lo and behold, I got an error saying that my account could not be found. Hmmmm....so was it already canceled in May 2023 and your glitchy system continues to charge people???? That sounds like very scammy practices....I then called their customer service number and left a voicemail to reiterate that fact that I am justified my refund of $185 immediately. Stop avoiding the issue and refund my $185 and cancel my account.. Easy. Problem solved.I also contacted ***** Fargo to dispute all 5 months of those charges.

  

  Business response

  09/26/2023

  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 *** 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 *** 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!

*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. ↩