Complaints

• Initial Complaint

  10/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Description of complaint:When the Cobblestone location in ******** on ***************** opened years ago, my wife and I brought her ****** to the location for a car wash. When paying, an agent spoke with us and offered us a promotional monthly plan that would be grandfathered in at $19/month for her car for unlimited washes. We were promised this is the rate we would be charged for the life of the vehicle. We have paid $19 per month for years now for her ****** plate BOF-223. Fast forward to February 2024. I purchased a new *** ********* plate EET-X72. Again while getting the car washed, an agent spoke to me. He offered me a rate of 22/month for a 6 month promotional period. After the promotional period, the rate for the *** was supposed to increase to the family rate of 34/month because we were already paying for one vehicle. In August 2024, the rates on both vehicles increased to 39/month for a total cost of 78 per our household, when we should only be paying 53 per month as a household based on the information we were given by the sales agent when signing up for monthly plans. I attempted to call their customer service department tonight and they said this was an error and no one should have told me this and there was nothing she could do besides passing my information on to leadership. At this point I feel like a victim of BAIT AND SWITCH sales tactics. The information provided to close the sale does not line up with the prices we're now being charged. I believe the company's sales tactics are deceptive and this may be the reason contracts are never provided to customers so that it becomes a customer's word versus the company's. As such, I am asking for a refund of $75 (25/month for August ,September and October overcharges) and for our monthly bill to be lowered to the $53 per month as was promised during sign up.

  

  Business response

  11/20/2024

  Thank you for bringing this to our attention Unfortunately. there was an internal error with the 6-month price lock, and you had received this discount much longer than originally intended so the fix in the system caused the price change to go back to the intended price it should have converted to long ago, and we do apologize for the shock. Our memberships our subject to change and our in our terms of service which you may refer to with the following link  **************************************************************************;  I understand this isn't the resolution you are expecting, and we'd love to speak with you regarding you family plan to see what would best suit your price point. I have forwarded your complaint and contact information to our retention management team to reach out and help choose the most beneficial plan for you or choose whatever options you best see fit.

  Customer response

  11/22/2024

   
  Complaint: 22499482
  
  I am rejecting this response because: The company employs bait and switch sales tactics.  They do everything verbally (no receipts, no flyers, no confirmations) with hard line sales tactics at the point of sales system.  In two different cases we were sold a service at an agreed upon price, one to my wife with me in the car (lifetime membership grandfathered at special Grand Opening rate) and one with me in my new car (6 month unlimited membership at promotional rate to be replaced with family rate after 6 months). Neither deals were honored and it appears I am not the only individual with the same problem.  What's going on here is illegal and I'm obviously not the only person being lied to all of a sudden by this company.  

  My resolution proposed is to charge me the price we agreed upon when my wife signed up for an unlimited membership, and also the price agreed upon when I signed up for years later with our second car.  

  Anything less is fraud.  

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

  

  Business response

  12/02/2024

  Thank you for sharing your concerns with us. I completely understand your frustration, and I appreciate the opportunity to address the issues you've raised.
  It's important to clarify that the company deeply values its customers and aims to provide clear, fair, and reliable pricing for all services. Firstly, I do want to acknowledge the error on our end with the software issue that led to certain price locks not being applied automatically after 6 months to regular pricing causing a confusion when it was prolonged. We take full responsibility for that and apologize for any inconvenience it has caused. However, its important to note that our customer service team attempted to work with you on finding an alternative that aligns with your budget as we have successfully done for other accounts that were affected. We understand that this process was not ideal, and we sincerely regret that it didn't meet your expectations. Its disheartening that you feel the terms you were offered were not honored, and I assure you that this was never our intent.
  In situations where discrepancies occur, we aim to find a resolution that is fair for all parties. While we understand the challenges that come with a change in pricing, it's our goal to ensure that all customers are treated equally, which is why we can't offer the same terms to one customer that weren't available to others. This helps maintain consistency and fairness across the board.
  Please understand that we do not engage in any illegal or unethical practices. The pricing adjustments are simply an unfortunate result of system errors and miscommunication. We value your business and would like to continue working with you to reach a resolution. I kindly ask that you reach out to our customer service team once again so that we can look into your specific situation in detail and work toward a fair solution that respects both the original terms and our company's policies.
  Again, I apologize for the frustration this has caused and appreciate your patience as we work to resolve this matter!

• Initial Complaint

  10/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cancelled my car wash membership with Cobblestone Auto Spa in **************, ** in ***** 2024 after trading in my car in March 2024. I was assured by the employee that the membership was cancelled, I have been charged every month since ***** totaling $206.00. I have been emailing and calling leaving messages for someone to contact me and cancel my account along with getting a refund of the money owed. I even went and talked to the manager of the ************** location, the manager sent an email to management requesting the account be cancel and a refund be issue on Oct 4th 2024, that was 19 days ago and still no response. I have found that the company has mostly chosen to ignore my requests. I am going to cancel my other memberships at this point and hope they do not ignore these request.

  

  Business response

  11/06/2024

  
  Thank you for bringing this matter to our attention, and we sincerely apologize for the oversight and frustration youve experienced regarding the cancellation of your membership and the refund request. We understand how disappointing it must be to deal with this ongoing issue, especially after following the correct procedures. We have notified our retention team to address the situation as a priority. Please expect to receive a confirmation regarding the cancellation and refund within the next 2-3 business days.
  We deeply appreciate your patience and understanding as we work to resolve this matter. If you have any further questions or need additional assistance in the meantime, please dont hesitate to reach out.

• Initial Complaint

  10/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went in and got the monthly serve. The second time I went the sticker on my Jeep didn't work. They gave me a new one. They said for my inconvenient they would give me three months free. Not only did they not give me three months they charged me again so I contacted them and let them know to cancel it and they didn't. I have contacted them a few times and they are still charging my account. I am done asking.

  

  Business response

  11/05/2024

  Thank you for bringing this to our attention. I sincerely apologize for the confusion and inconvenience youve experienced. I understand how frustrating it must be to encounter these billing issues after being promised a resolution.
  Please know that Ive escalated your case to our retention team, and they are currently reviewing the details of your account. You can expect to hear back from them within 1-3 business days regarding the charges and your cancellation request.
  We genuinely value your feedback and your business, and were committed to resolving this matter promptly. Thank you for your patience as we work to correct the issue!

• Initial Complaint

  10/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was double billed for the mo. of Sept. 2024 and again for Oct.2024; I have tried multiple times to contact this company and they do not answer phone calls. my acct. #is *****+****** 

  

  Business response

  11/05/2024

  Thank you for reaching out to us, and I sincerely apologize for the frustration this billing issue has caused. I want to assure you that your concern has been escalated to our retention team, and they are currently reviewing your case.
  You can expect to hear back from them within 1-3 business days regarding the double billing for September and October 2024, and any necessary refund processing.

  Customer response

  11/05/2024

   
  Complaint: 22458595
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *******.  I have not received any direct response from this company. until such time that I receive a refund, this issue is not resolved!

  

  Business response

  11/15/2024

  We sincerely apologize for the inconvenience cause din the delayed follow up! We have notified upper management who will ensure retention reaches out to further assist your request by eod 11/15

  

  Business response

  11/15/2024

  We sincerely apologize for the inconvenience cause din the delayed follow up! We have notified upper management who will ensure retention reaches out to further assist your request by eod 11/15

  

  Business response

  11/15/2024

  We sincerely apologize for the inconvenience cause din the delayed follow up! We have notified upper management who will ensure retention reaches out to further assist your request by eod 11/15

  Customer response

  11/15/2024

   
  Complaint: 22458595
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *******. I have received no satisfaction from this ***

  

  Business response

  11/25/2024

  We reached out to him and the two tags are 71077+740262 (using) and 62166+424107 which is the duplicate tag that we canceled. That tag has been used so we didn't submit a refund request due to him using the membership. We had told him the account was canceled and asked if he needed anything else but didn't respond back to us which was 11/13 and we have responded back today closing out the ticket and to reach out if he needed anything else since we haven't heard back in a week.

  Customer response

  11/25/2024

   
  Complaint: 22458595
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *************** Claims that both of these acct. numbers have been used since Sept. of this year. This is false as the windshildand sticker were destroyed in August.The vehicle was on a cross country trip from end ofAug. To end of September. Im requesting a 42 dollar refund.

  

  Business response

  12/05/2024

  We have fwded ur rebuttal to cx service team to verify this further, we ony have a cancelation request given in the above mention date

  Customer response

  12/06/2024

   
  Complaint: 22458595
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** Steinketheese clowns have no interest in resolving their stupidity!!!

  

  Business response

  12/17/2024

  Good afternoon Curte,

  Our customer care manager contacted you 11/19 regarding the duplicate fastpass number after their initial explanation on why it couldn't be refunded on 11/13. The duplicate account was created in October rather than September and it was requested for cancelation by you via website on 11/5 and was canceled in our system that same day 11/5/24. Our policy does state that the membership cant be refunded previous months or partially reimbursed if the membership is being utilized. Under the account the only cancelation request activity was the one on 11/5/24 in our system as seen in the attached photo.

  Customer response

  12/17/2024

   
  Complaint: 22458595
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *******. This company has made no effort to resolve this issue.the second worse company *** ever felt with.

• Initial Complaint

  10/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 27, 2024 I used the car wash on my premium subscription and the wash process cracked the frame of my mirror. The manager called me 2 weeks later after I had to go back to the location after 10 days due to no return call. I was told my car was over 10 years old and he would not authorize fixing my mirror.

  

  Business response

  11/12/2024

  We take all concerns seriously, and I regret that you had to wait for a response. I understand the importance of timely communication, and I apologize for the delay in getting back to you.
  As part of our commitment to transparency and safety, we post a disclaimer at the entry of the car wash tunnel, informing customers about potential risks to vehicles. This is in place to ensure that all customers are aware of the possible impact on older vehicles or those with delicate components. After reviewing your case, our claims department made the decision not to cover the damage, based on this policy attached and the fact that your vehicle is over 10 years old.
  I recognize this may not be the response you were hoping for, and I truly wish I could offer a different solution. Please know that we are continuously working to improve our services, and your feedback is invaluable in helping us do so.
  If you have any further questions or concerns, please contact us at **********************************

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a horrific experience at the Cobblestone Auto Spa and they damaged my son's car seat requiring replacement as well as doing a horrible job. I have submitted online tickets for support, 4 voicemails and one call where someone was "going to call me back" No resolution and today I received an email that they will closing my ticket due to my lack of response. I am seeking $250 for my son's car seat replacement and $70 for the month of membership of which the incident occurred and the current month charge.

  

  Business response

  11/01/2024

  I sincerely apologize for the distressing experience you had at Cobblestone Auto Spa. I understand how important your concerns are, especially regarding the damage to your son's car seat and the inadequate service you received.
  To help us address this issue more effectively, could you please provide the address of the location where this occurred? You can send the details to ************************************************************.
  Thank you for your patience, and I assure you that we are committed to resolving this matter as quickly as possible.
  Best regards,

• Initial Complaint

  10/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have one vehicle and was paying for one unlimited car wash which started at $20 per month I was overcharged the following May 23 $21, May 30th $20, June 24th $21, July 1st 20, July 23rd $21,July30th $20, Aug. 23rd $21, Aug 30th $20, Sept 23rd $21, Sept 30th $34 I mostly went to the Cobblestone on *********** and Yuma but went a couple times to *************** and ************** I have reached out to both locations and they say they cant help me. I did reach out to your ************ and talked to Jocylnn and she was suppose to help then had an assistant call and ask for more numbers on my credit card. No one from your company has straightened this out. This month I have reached out and left messages and went to your website 9 times and visited both locations. I finally had to cancel membership to keep from being charged. I would like for you to send me the money I was over charged. vehicle sticker43245+867564 

  

  Business response

  10/30/2024

  Thank you for bringing your concerns to our attention. I sincerely apologize for the inconvenience and frustration you've experienced regarding your overcharges.
  I want to assure you that we have forwarded your information to the appropriate team for review. You can expect to receive a confirmation of your refund within the next 3-4 business days.
  Thank you for your patience as we work to resolve this matter for you. If you have any further questions or need assistance in the meantime, please dont hesitate to reach out to *********************** for fastest response time.
  

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a fast pass member I typically visit this location once this particular visit on or around 9/24/24 I noticed after my wash there was a what appears to be a ***** **** in the clear coat on my vehicle I went the next day to speak with a manager who said they would look into this issue and follow up there has not been a follow up as of today, so I reached out via email to the corporate office and advise them of the issue. They also stated that they needed my year make model of my vehicle that they would send it to the location and someone will get back to me regarding the matter as of today still no follow up or resolution.

  

  Business response

  10/23/2024

  Thank you for reaching out and bringing this to our attention. We sincerely apologize for the inconvenience you've experienced and the lack of follow-up regarding your vehicle's clear coat issue.
  To ensure that we address this matter promptly, could you please provide us with the address of the location where this incident occurred? We want to make sure our management team is aware and can follow up appropriately.
  Thank you for your understanding, and we look forward to resolving this for you.

• Initial Complaint

  10/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  There is NO WAY to cancel my membership. I have called and emailed (received response to cancel) but 18 months later, I am still paying. There is NO way to talk with a person to figure this out. I am paying $39/month and have tried multiple times to cancel to NO AVAIL. Their phone systems send you in a circle. I have tried multiple times to cancel online, I don't even have the car/license plate anymore.There is NO WAY the company should maintain a A+ status with BBB... There are multiple reviews of it being awful and many complaints. 

  

  Business response

  10/16/2024

  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

  10/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I do auto pay and on 8/10/24 I was charged $40.23. My payment should have been $20.00 I left several messages and emails with no response as to why my bill doubled. On 9/10/24 I was charged $40.23 and again I received not response. I canceled my auto pay and tried again to file a complaint and ask for a refund. I did get a response and was told by ******** S that the rates went up in June so I would not get a refund. They did not send out any correspondence regarding the rate increase. This company is shady and very rude.

  

  Business response

  10/16/2024

  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!

*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. ↩