Complaints

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to get a carwash on July 9th at the CobbleStone location in *********, ********. I went through their car wash and it destroyed my license plate as well as the license plate holder. I filled out an accident forum with the employee working and have spent the last two months trying to get in contact with their manager. I have called multiple times, visited the carwash in person (the manager seems to conveniently be "out of the office" every time), and have emailed the business to no avail. When I go to a carwash I expect, at worst, not having my car cleaned well. Instead, I leave the carwash with my vehicle in worse shape than when it arrived, with the manger seemingly trying to avoid paying for the damages his business caused.

  

  Business response

  09/18/2023

  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 no more than 3-4 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

  09/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have tried to cancel my membership for a year and no response from merchant. There are no contacts that reach out to you and phones number are automated. They are a rip off and I have to take action through my bank.

  

  Business response

  09/12/2023

  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

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  date of incident: 8/13/23 manager on duty: ********************* i went thru car wash, i heard scraping when the brushes were moving across my car. came out and my car was filthy dirty, chips out of paint, contacted initial employee, *****, he told me he let a " filthy dirty truck go thru before me, an off road vehicle, then continued to tell he numerous times he shouldnt have let the truck go thru, that isn't allowed. he messed up. he was upset. he got the manager ****, he said the car looked bad, he saw the damaged areas and acknowledged the damage. he went in the office, told me to wait, he came out several minutes later, i mentioned they are letting cars go thru, he stated he went and cleaned the brushes off, there was mud and gravel on the top and side brushes. corporate returned my calls several days later, told me take it up with the car wash. they could care less, didnt ask for info, pictures, nothing. went back to the car wash, **** said they wont do anything for me. the general manager at the store would even look at my car. when i signed up and was told they dont let off road vehicles come thru because of situations like this.worst corporate assistance i have ever come across. they had no interest in my situation.they hope i just go away.

  

  Business response

  09/11/2023

  ***************** spoke with customer, explained to him that we are not liable for the chips on his vehicle. There was mud on the emitters that did get mud on his vehicle but the only damage was ******************* on his front hood and top consistent with ******************* caused by loose gravel from the road. If any damage would have occurred, it would have been extremely light scratches that would buff out easily. Not as many chips on his vehicle. After doing further research there is also a manufacturer problem with the exact same year, exact same paint code that causes chipping. The soul red crystal ********************

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Cobblestone Car Wash located at *********************************************************** ***** on 8/22/2023, at approximately 11:00am MT. Midway through the automatic wash, a top brush slammed forward into the front of my vehicle, resulting in my windshield shattering. Immediately after the wash, I went back to the wash entrance and informed the worker of what happened. An incident report was made immediately. I went to two different auto glass repair shops immediately after this incident to obtain a quote. The cheaper quote was from AutoGlassNow, $479.18 for an entire windshield replacement. I went back to the same location of loss at approximately 1:00pm MT and gave the worker my two obtained quotes. I later was informed that Cobblestone Car Wash was only willing to cover half of this cost, being $239.59. After this phone call, I asked to come into the car wash to watch the video surveillance of my car going through the wash. After watching the surveillance, it is evident that the top brushs impact swinging forward was what caused the damage to my vehicle. It did not swing forward on the other cars I witnessed in the surveillance footage.I would like FULL compensation for the damage done to my car. They refuse to send me the surveillance tape. If the top brush completely shattered my windshield and hit me I would have been severely injured. After reading reviews of this car wash it seems as though a lot of other people have had negative experiences here with the car wash damaging their car and the business not willing to take liability. This car wash is malfunctioned and will continue to damage cars until this is taken seriously by the company.

  

  Business response

  09/07/2023

  We take these situations very seriously and sincerely apologize for ever making you feel Cobblestone does not prioritize their consumers. We have sent your complaint to the appropriate management teams to follow up with you within no later than 2-3 business days. If you have not heard back within that time frame, please reach us at ********************************** for the quickest response time. We appreciate you bringing these situations to our attention and allowing us the opportunity to look into this further and creative better experiences in the future!

  Customer response

  09/13/2023

   
  Complaint: 20509514
  
  I am rejecting this response because: I have not heard anything from Cobblestone regarding this incident still. There was no resolution given so there is nothing to accept or reject.
  
  
  ***********************

  

  Business response

  09/19/2023

  GM and Ops reviewed damage claim and footage and concluded in the following email and attached disclaimer sign prior to entry. Though this claim should not have been considered as the brush system had been seen by maintenance and absolutely no other damage or claims were submitted on this day of 200+ washes, we are still willing to pay half of the damage.

• Initial Complaint

  08/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had two vehicles with an unlimited wash plan but one care is no longer being used. I have been trying since the beginning of the year to cancel the second unlimited wash plan and Cobblestone makes it impossible. There are legal doctrines in place to protect consumers in this matter. When a business offers subscriptions, The *** commission requires businesses to offer a click and cancel option to preserve the time and money of consumers. Cobblestone makes you submit an online ticket to cancel your subscription and can weeks for them to cancel. In my case, my subscription still didnt get cancelled. Cobblestone offers a phone number for member services that nobody answers and goest o voicemail. If you leave a voicemail, they state you will be called in 2-3 business days which is not true. Ive been paying for a subscription that i have not been using and Ive called the merchant to get refunds but they keep charging my card. I am requesting that my amounts be refunded for unused services and for Cobblestone to offer easier access to consumer to cancel their subscriptions. Failure to comply can result in a lawsuit with stiff fines in accordance with *** commission guidelines.

  

  Business response

  09/07/2023

   Thank you so much for taking the time to bring this to our attention and we sincerely apologize for the frustrations. The current NPR can be found in Sec 3 of ************************************************************************************. The proposition you spoke of is a proposition and not a rule of the **** Our website follows any and all FTC guidelines as part of our mission to quality service! If/when anything new comes to effect we will always take the necessary steps to follow suit.  We do apologize for the internal error on our site and our I.T team is currently working on this issue. 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

  09/10/2023

   
  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

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 16th I was the 4th car out of 5 in a pile up in the car wash at *********** and **** in ******, **. the rollers kept moving our cars forward crashing into each other over and over for 10 plus minutes. Even though there were at least 6 employees hanging around, there was no attendant to stop the rollers. There is video but no one was watching it. I looked around for an emergency stop button or phone number - none. The car in front of me had a little kid looking back at me, I thought I was going to run him over and crush him! When we finally were stopped, we all got out of our vehicles. we were bullied to move our cars out of the tunnel as more cars were in line. ************* refused to come because it is private property. Cobblestone is taking zero responsibility!

  

  Business response

  08/23/2023

  We appreciate you bringing this to our attention. We originally responded to you on your Yelp reviews and will provide the following response here as well for the hit and run that occurred at our facility. This was all explained by our manager on site who gave his own personal information to help you with next steps like the other 3 customers involved who are already being assisted. The following is the Response to the Yelp review that is also stated as the BBB Complaint:

  "Thank you for your feedback ***, and we are so incredibly sorry you had to go through this! We assure you that we did not by any means bully the customers to move to continue service. Due to the first car causing the accident (all on footage) Our team ushered everyone to a safe location as the tunnel has dangerous equipment inside, and we could not be sure that anything may have been damaged and didn't want to risk any of the customer's safety if something were to malfunction or fall. Please don't misconstrue this as we only had customer's safety and urgency in mind! We apologize if our team's urgency felt aggressive. The belt remained going after the initial impact of the 3rd vehicle for over a minute. We understand this may have felt so much longer due to the impact the situation!
  Cobblestone is not at fault for a customer putting their vehicle in park after stalling at the end of the tunnel causing the pile-up. Police did in fact show up two hours later and took the necessary footage and info for this hit and run. All customers were spoken to and given the manager's personal number for assistance and were instructed to claim a hit-and-run. Two of the other customer involved have already done so and we have given the footage to their insurance. We are more than happy to provide needs any assistance with this matter please reach us at ********************************** and we will be happy to do so!"

  Customer response

  09/19/2023

   
  Complaint: 20506568
  
  I am rejecting this response because: 

  I reject.  When we finally got out of the tunnel, the employees bullied us to go back in, move our cars backwards so the initial driver could get out.  They did not ***** us to a safe location  They insisted we go back IN  the tunnel with all the dangerous equipment and move our cars as a line was building up to get their cars washed.

  It is impossible to get a hold of management or owner.  I was given ******* number who is the manager on duty at that car wash.  ****** was helpful but said he is not allowed to give out the insurance policy name or number.  

  At least 6 employees on site.  No one watching the exit, the video, or the tunnel.  There was no way to contact the employees as our cars were crashing over and over.  No emergency stop button. 

  Cobblestone offered to refund my $14 car wash.  I am forced to use my own insurance for all the damages to my car.

  AND, the first car did not leave.  It was not a hit and run.

  Thank you for your attention to this nightmare incident

  *****

  
  
  ******************************************************

  

  Business response

  09/25/2023

  There is a working E Stop bottom that was immediately to the left of where *****'s vehicle was, employee pressed to stop the track as soon as the pile up was noticed. The whole ordeal lasted 3 minutes as recorded on footage...  CSAs at the time were instructrf to have the customers move their vehicles to the parking lot to get them out of the tunnel, not because we needed to keep business going but to get them away from any moving equipment and away from the blowers so they could all exchange information. The lead car that stopped at the end of the tunnel did stay but did not share insurance information with any of the other cars. The following day management called Aurora PD for assistance, they instructed us to inform the customers to file their reports as a hit and run so they could contact the lead driver to get their insurance information. We were not the ones saying it was a Hit and Run, we were just relaying the information that ****** PD was telling us. Everything ***** has been instructed by management was PER ****** PD. All others involved in this accident have been successfully assisted and do not have to pay...
  
    all of the vehicles involved have been in contact with each other, she should not have to pay for the damages through her insurance but can get the insurance information from the first car and they are liable. This is what I explained to ***** the first day as well as the other times I spoke with her. I did not give out our companys insurance information because it was not caused by us. Please let me know if there is anything else at all youd need from me.

  Customer response

  09/29/2023

   
  Complaint: 20506568
  
  I am rejecting this response because:

  Every response I have gotten, Cobblestone changes their story.  First it was one minute in the tunnel, now 3.  First the employees assisted us out of the tunnel because it was dangerous, now they are assisting us back in to move our cars (with the dangerous pieces moving).  Every time I have spoken to management, its all excuses.  I looked around for an emergency stop button.  I would have pushed it!  

  At least 6 employees at the car wash.  Not one watching the exit or the video of the tunnel! 

  I believe they should take some responsibility and stop making excuses.
  
  ******************************************************

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  went thru cobblestone carwash at **************************** my car was damaged my roof was ripped apart by their extremely high pressure water jets the manager said cobblestone is not responsible for any damage done to any customers car

  

  Business response

  08/17/2023

  We are so sorry to hear about the damage on your vehicle. The attached disclaimer is posted at all our sites stating we are not responsible for any potential damage on vehicles 10 years or older and the make and model of this vehicle was 15+. Not only this, but it was an aged canvas convertible roof, which is commonly recommended by majority automotive professionals and owners to not put these type of vehicles through a wash as the canvas fabric does not hold well on any high pressure water systems. A quick ****** search can show this. The main reason for the denial was the age of the vehicle per our disclaimer shown prior to entry of the tunnel at all Cobblestone locations. We sincerely apologize for the frustrations, but due to these facotrs, we are not responsible. 

  Customer response

  08/18/2023

   there are no signs posted  and no employee said it was inadvisable to use the carwash, the manager said cobblestone is not responsible for any damage to any vehical period

  

  Business response

  08/23/2023

  We apologize if there was a miscommunication between you and the manager, but I strongly believe their intention was to say ANY vehicle 10 years or older that is damaged is not liable for reimbursement from cobblestone. We will be sure to reiterate the importance of being clear when stating these disclaimers and terms of use. We provided in the disclaimer sent prior to entering the wash. Again these signs are posted prior to entry and unfortunately we can't have every single employee ensure that each customer makes sure to read the warning signs before each wash through the 200 plus vehicles we received daily. Having a decade+ older vehicle with a canvas top thorugh a wash is a discretion on your own as it is common knowledge amongst automtive professionals that canvas tops are not durable in  an express washing tunnel. We apologize again for this frustration but per the disclaimer as well as basis of putting a canvas roof form a 10+ year old vehicle thorugh our wash; we simply arent liable. We are truly sorry this happened and wish oyu all the best in getting this repaired.

  

  Business response

  09/08/2023

  this was a  resolved complaint as of 8/23 and Cobblestone was not liable due to the 10yr + policy (refer to past thread prior to reopening.

*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. ↩