Business Profile

Car Wash

Crew Carwash, Inc.

Headquarters

BBB Accredited Business A+Rated by BBB

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Complaint Details

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Initial Complaint
02/09/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I recently went through the Crew Carwash in ***********. I have previously had issues in the past where the car wash has either bent or broken my car's antenna. This occurrence, the car wash had completely torn my antenna (and housing) from the vehicle, snapping the steel bolt attaching it to my vehicle. Before going through the car wash, the antenna was fully in tact. When I went through the car wash, I witnessed the antenna break off my vehicle, and checked after the wash to confirm.I spoke with a manager who directed me to fill out an incident report that would be sent to the Head office.The response I received from the company was that they deem the damage to have not been caused by their car wash, despite the fact that it was in fact, the car wash. I outlined to them that there is no other force that could sheer an entire steel bolt from my vehicle. It wasn't the wind, and it was the car wash.Their response was that since they have not seen this exact issue happen in the past, that they are certain that it was not their car wash that caused this damage. A company who's headquarters are hundreds of miles away from the location of the complaint, has deemed themselves not liable.I spent just about $100 and an afternoon repairing my ********** issue is not about the exact location, ***********, as they were very forthcoming to help. It is also not about the $100 and an afternoon, which is only a minor inconvenience. My issue is the lack of responsibility the company has taken with this particular incident, and their unwillingness to help a loyal customer of 5 years with an incredibly minor cost to be incurred by their large business.
Business response
02/10/2025
Our response is attached.
Customer response
02/10/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.
Assuming the business follows through on their end of the response. I am satisfied.

Regards,
**** ****
Initial Complaint
01/28/2025
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 1/11/2025 7:35am I used the car wash on witch I do on the daily witch the car wash ripped a piece of my car bumper off I then filed a claim thru the company at witch time that I had to return to the site to on January 16th to ask about a update at witch time I found out ***** the original filing manger never filed my claim and just to come find out that he filed out the paper work but failed to file them correctly he did state he seen the part on my car the. Last time used. The company has failed to acknowledge there mistake and refuse to fix my car
Business response
02/03/2025
We've attached pictures showing this part was already missing/damaged before the car wash.
Best regards,
Crew Carwash, Inc.
Customer response
02/03/2025
The business not once emailed me I had to call them to find out they feel that there equipment wouldnt of did that and there denied my claim so I stated how do I appeal this bc I left my apartment approx a mile away when I left the house the part was still on the vehicle when I got back home got ready for work noticed it was missing ***** there manger at the time stated it looks like it was on before going in and the past time stamp the part was on the vehicle as well
Customer response
02/04/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]
The business not once emailed me I had to call them to find out they feel that there equipment wouldnt of did that and there denied my claim so I stated how do I appeal this bc I left my apartment approx a mile away when I left the house the part was still on the vehicle when I got back home got ready for work noticed it was missing ***** there manger at the time stated it looks like it was on before going in and the past time stamp the part was on the vehicle as well

Regards,

******* *******
Initial Complaint
01/14/2025
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On Sunday morning, December 22, 2024 at 9:20am, I paid Crew Carwash $24.00 to receive an "ultimate" carwash. After processing my payment, the service person marks the code across my windshield in large bold markings, making it difficult to see and obstructing my view as I proceeded to car wash entry. My vehicle, a 2019 Chevrolet Malibu was aligned on the metal track as directed by the second service person. There appeared to be a malfunction or miss alignment as my vehicle did not move on the track and was stalled until the service person, viewed the screen and punched something on their monitor. A lot "clank" sound was made and my vehicle begin to move into the car wash bay. Upon exiting the car wash, I noticed water droplets on side windows making it difficult for me to view my outside rear view mirrors. I continued from the car wash lot onto street and at the first intersection ************ and **************, I was stopped by the stop light. The sun shined across my windshield revealing a center crack which proceeded 50% vertically down the glass. I immediately returned to the location, and reported the incident to the Operations Manager that was there. After several minutes she claimed she viewed photos and she stated "the crack was already there". That is ABSOLUTELY NOT TRUE, I informed her. Then she proceeds to give me a form to fill out to file a claim. I filled out the form, never received a call back or an update on the status of claim. When I called, after the holidays, I was informed the claim was denied because of temperature changes can cause glass to crack. Absolutely ridiculous scripted excuse to not take ownership of the damage they caused.
Business response
01/15/2025
Our response is attached.
Initial Complaint
01/10/2025
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We have been with crew car wash for years and my husband has a monthly membership. I had recent body work done on my car and after I used the crew car wash in ************** ******* on 1/6/2024 I noticed paint was chipped off of my hood and was not there prior to washing my car there. I would like my damages repaired as I stated I have just gotten body work done plus paint. Do the right thing and hold yourself accountable for the damage done to my car. Denying my claim is pretty crazy to me, especially when I noticed immediately. I also want to state that your car wash never really cleans anything and leaves things spotty and streaky. Do better.. your customers deserve that much.
Business response
01/10/2025
Our response is attached.
Customer response
01/10/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

***** *******
Initial Complaint
01/08/2025
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I got a car wash on 12/23/2024. The car wash cracked my windshield down the center. Support team has been completely ignoring me at this point and are denying responsibility. Pictures were taken by an employee and I filled out a form. Video and image evidence shows there was no damage to my windshield glass before entering the car wash. Signs posted mention you are not liable if there is already damage to windshield glass and that does not apply to my situation since i went in the car wash with no damage, then came out of the car wash with a crack down the middle of my windshield. Your cameras captured my truck entering (damage free) then exiting (crack in windshield) luckily i have video evidence of this since i took an instagram video during the wash and saved it. I want my windshield replaced and to discuss this with the CEO, ******* J. ****. Incident Report # R85714 Location: ************************************ Manager's name: ****
Business response
01/09/2025
Response attached
Customer response
01/09/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am not satisfied with the sign they claim they have posted. The sign posted at the ************ location does say they are liable for cracked windshields as long as they are not previously defected or damaged. The image tries to claim there was a previous defect on my windshield, however, it just shows dirty gunk attached to my windshield hence the reason for my car wash. There was no prior cracks or damage in my windshield.
The image of the sign they attached is not from the ************ location they are blatantly and erroneously lying in their response. I can prove it by going over there and taking a picture of the real sign.

Regards,

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

Business response
01/10/2025
Please see attachment.
Customer response
01/13/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I would like the business to settle with a compensation claim of $250 to go towards replacing my windshield.

Regards,

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

Business response
02/03/2025
Response attached.
Initial Complaint
01/02/2025
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Broken windshield after going through there car wash and an incident report was filed right after the wash with the manager. I was contacted by email from corporate stating it wasn't there fault. I know for a fact there were no blemishes or anything wrong with my windshield before I entered.
Business response
01/02/2025
Our response is attached. Thank you.
Customer response
01/03/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I've got pictures of the car before the wash too. Also that is the double sided sticky that's on the back of the rear view mirror. I want something out of this or I'll make sure my attorney files and we go to small claims court. Also I never seen any signs stating any of the descriptions they have in there pictures.

Regards,

***** ******
Business response
01/06/2025
Response attached
Customer response
01/06/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Ill again note if you look at the pictures that they're showing it is the pictures after the wash where it was cracked. Before the wash there was just the double sided sticky that has a bubble in it from the rear view mirror being mounted. Under any circumstances me nor any of my family will be back to the location bc they're a joke. Any damages done on anyone's vehicle they should be held accountable for. It happened at there wash location therefore it's there fault. That's why they have liability insurance to cover instances like these. You've lost and will continue to lose customers after this.

[Provide details of why you are not satisfied with this resolution.]

Regards,

***** ******
Initial Complaint
12/19/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On December 12th I purchased a subscription plan to crew car wash for $39.99 a month. My first time using the car wash, while going through the first half, the overhead brushes started to wash the front hood of the car, and something hit my windshield and cracked the windshield. I immediately upon exiting the car wash notified the manager and filled out an incident report. I then was met with a denial letter by the company due to them saying that there had to be a prior imperfection because there is no way the car wash could crack the windshield as it did. I know for a fact there was not a crack before. When I reached out to the customer service team to dispute their decision I was met with nothing but grief. It is very sad to see a multi- million business not take accountability for their responsibilities. It is also sad to see that this is the main complaint on the BBB yet they still have an a+ rating.
Business response
12/24/2024
Our response is attached.
Customer response
12/24/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

***** Key
Initial Complaint
11/13/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My wife took her 2020 ***** CRV-EX to Crew Carwash on Oct. 22, 2024 and while in the car when it was going through the wash area the overhead brush that washes the roof of the car came down and cracked the front windshield. The staff at the car wash accepted no responsibily for damaging the windshield and instead blamed the damage on an existing imperfection in the glass and said the windshield was of inferior quality. Crew Carwash customer service refused to do anything to fix the problem so left us holding the bag if you will.
Business response
11/15/2024
Our response is attached.
Initial Complaint
11/05/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The date of the incident was Oct. 30, 2024. I paid out of my pocket to have my windshield wiper replaced which was broken during the car wash. The paint near the windshield wiper was chipped too. The business refused to repair the broken windshield wiper and fix the chipped paint. I spoke with a manager the following day about the damage (broken windshield wiper and chipped paint) and he encouraged me to come in so that they could take pictures. The manager on duty took photos and filed a claim. He notified me that customer service would review the video taken and respond to me via email about the claim. Customer service notified me via that they would not cover any damage to my vehicle caused by the carwash. I am seeking compensation for the repair of chipped paint and reimbursement for the windshield wiper on the driver's side.
Initial Complaint
11/01/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On October 7, 2024, I took my vehicle through this car wash, and my windshield cracked during the wash. I immediately filed a customer incident report and was assured that I would receive a response within five business days. Instead of a resolution, I received an email denying my claim, with the business stating they held no responsibility for the damage.I called to discuss my case further with a claims representative, hoping they would take a fair look at the situation. However, they again denied responsibility, even speculating that there was pre-existing damage to my windshield. This felt dismissive, as I am meticulous with my vehicles maintenance, and there was absolutely no prior damage before entering the wash. I believe its reasonable to assume that something within the car wash caused this crack.The lack of accountability from this business has been disappointing. With no support from them, I had to file a claim with my insurance to get the windshield replaced. Unfortunately, this also meant losing my no claims discount and an increase in my premiums. The total replacement cost was $1,096.72. Im frustrated by the financial impact this will have, especially since I am confident the damage was caused by this car wash. I expected this business to stand behind their service and take customer concerns seriously.
Business response
11/04/2024
Response is attached.
Customer response
11/06/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.

Regards,
***** ******

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