Complaints

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/29/24@8:56 am, I visited the ************************************************************************ location to get my 2021 ************* GLA car washed. I am a waterway member and since moving to ** in late August 2024, have visited the car wash weekly. All other times has been good, however on this occasions the brush picked up my windshield wiper on my drivers side and pull the wiper apart. The manager on that day, gave me a card for a free wash and told me to get it fixed and if it cost me anything to come back and submit a claim for reimbursement. I took my car to the ******** dealership on 9/30/24 for wiper replacement and paid $106.83. I then went back to the car wash the following Sunday 10/6/2024 to speak to a manager. The wash was a bit busy and the manager ******* ****** was onsite. I noticed he was a bit irrated and heard the other employees in the background stating the wash was with limited resources for the day. I spoke to ******* and explained the situation. He was rude and unwilling to address my request to submit a claim for reimbursement. In fact, ******* said that I could not submit a claim that it was my fault and if I made a formal compliant it would come back to him. I communicated to him what I was told by the manager on 9/24/24 that submitting a claim would not be an issue. ******* wanted to argue and I refused to sink to that level. I want a refund for the "Replacement wipers" and one for my Membership. I no longer want to do business with Waterway. I believe ******* is a poor representation of the company. I have a right to submit a claim and he should not be the gatekeeper for any customer to submit one. I have had my vehicle wash every Sunday since purchasing in my ***** home location and never once have I experienced this issue. My wipers was always taped to prevent this from happening and from what I was told this happens often. Please cancel membership and give me my money back. FP#*********** Car#*** is addt. info on receipt. Remove CC from your record.

  

  Business response

  11/04/2024

  Thank you for providing all the details regarding your experience. We have canceled your membership to ensure no further charges and refunded the most recent charge.
  For further assistance with submitting a claim, please contact our customer service team directly by emailing *******************************************

  Customer response

  11/07/2024

  Complaint: 22458643
  
  I have reviewed the business' response and am rejecting it because:

  My decision to reject this response is based on 1 of the two rejest I made for resolution was not met. In my initial complaint, there were a number of issues that I had with this overall situation. The first was the miscommunication/inconsisent  communicaiton with the initial ******* and ******* ******. The 1st ******* spoken to specifically told me to come back and file a claim, if I was out of any money. The second one ******* ****** questioned my intergrity and ask for proof of the broken blade and once shown the blade, proceeded to tell me that I could not file a claim. Now, from your correspondence you are providing an email address to pursuit a claim. Why are you so inconsistent with the claim process. According to BBB, you have an A+ rating. This certainly is not  A+ reflected behavior (See attached). It is clear you effort for resolving complaints is subpar. The second request I made was to cancel the membership, which you took that action and the credit card company credited my account accordingly for the monthly service - being that I requested from **** a dispute of the transcation. The third part of my request was for a refund of the $106.00 I paid for the windshield wiper blades in which I provided the receipt. (See 2nd copy of receipt)  Until, I have been made whole from this situation, I will consider this complaint unresolved. The resolution for this complaint is still pending. Do the right thing and return my money. 
  
  

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

  

  Business response

  11/11/2024

  Ms. *****,

  Thank you so much for providing this information. The new general manager of this store will reach out to you this week regarding your wipers as the previous is no longer with Waterway. In the meantime, if you have any questions or concerns, please feel free to reach out directly to ********************************************************************. 

  Kind regards.

   

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  As a loyal customer and business woman, I felt I was treated unkindly and unprofessionally at the *********** location where a employee grabbed my yearly pass sticker out of my hand and informed me I would be meeting with the manager of the location after I run my car through the car wash. I understand they are trying to implement the policy of having it located on your window, however, I felt I was treated poorly and unkindly in the manner I was spoken to. After my car wash, I respectfully went into the store and was treated by manager poorly no apology or understanding on why the sticker needed to be displayed on the window of my car, rather instead I was being reprimanded and questioned on how long I had it and who gave it to me. I informed her I have had it for years and am a loyal customer. I informed her on how I was treated by her co -worker and she did not acknowledge or display any empathy. She was flat affect and not understanding or polite or apologetic. She insisted on putting the sticker on my car herself. I would appreciate as a company with multiple locations that you would want to treat your loyal customers with upmost respect. I feel I was not treated fairly and your employees were disrespectful at that time and I would like to know what you can do it about it and compensate me for the way I was treated by your employees. Clearly I would think you would train your employees better to be kind, respectful and with upmost respect your loyal customers.

  

  Business response

  08/26/2024

  Dear, *****.

  We issued a refund on Friday August 23rd and emailed you over the copy of the receipt once it was processed. We are sorry that we did not meet your expectations and wish you the best. 

  Customer response

  08/29/2024

  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

  05/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I just came from the ********* location. I tried to purchase a $350 yearly pass. The girl took my money via credit card and told me a receipt would be e-mailed to me. It was not. After waiting a reasonable amount of time I asked her again. She looked confused. I finally asked what e-mail they sent the receipt to. It was not my e-mail. I told her the e-mail address again (this would be the 4th time) and she said someone would input it and send me a receipt. So even though she knew my e-mail address was incorrect, she refused to input the correct e-mail. I insisted on a receipt for my $350 and she got her manager. He flat out refused to provide me with a receipt. Then, when I told him to cancel the whole thing and refund the charge, he refused! There is currently a $350 charge pending on my account that I obviously did not approve and they refuse to do anything to remove that charge.

  

  Business response

  05/28/2024

  We sincerely apologize for any inconvenience caused. Our store locations were unable to make the necessary changes immediately, and our **************** was closed due to the holiday. However, we have voided the full transaction from 5/29 to ensure it did not settle.
  For your convenience, we have attached the receipt and will also email you a copy to the address provided in your claim. If you have any further questions or concerns, please don't hesitate to contact us at *********************************

  Customer response

  05/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that there is no other action I can do but accept their resolution. I will never step foot in that location or buy gas or anything else from them again. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was rear ended in car wash due to malpractice and no one guiding cars. Not accepting liability because they're choosing not to even though there's video evidence.Owe me a repair on my Tesla Model Y

  

  Business response

  05/17/2024

  We take matters like these seriously, and we want to assure you that we are committed to thoroughly investigating your claim. Waterway Gas & Washs investigation concluded that we are not responsible for the damage to your vehicle. Waterway has been in contact with you regarding this claim. If you would like to discuss this claim further, please contact the General Manager at ********************************.

  Customer response

  05/20/2024

  Complaint: 21723121
  
  I am rejecting this response because:
  GM is lying. He refused my calls. District manager **** got involved and denied liability before reviewing footage then provided false info on hows Tesla Car Wash mode works. Footage makes this clear. No one at front guiding cars like normal. 
  
  
  Sincerely,
  
  *************************

  

  Business response

  05/23/2024

  We have taken a second look at the claim and came to the same conclusion, Waterway is not liable for the damage.

• Initial Complaint

  05/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a car wash that was to include an undercarriage wash, after returning home the undercarriage was still dirty (photo attached). A photo of my receipt is also attached. I would like a refund check for $16 mailed to my residence.

  

  Business response

  05/16/2024

  We are sorry to hear that our wash didn't meet your expectations. We definitely want to make things right for you. To process the refund for the purchased wash, you'll need to visit your local Waterway location. They will be able to assist you in getting the refund processed on the original credit card. Thank you. 

  Customer response

  05/17/2024

  Complaint: 21683475
  
  I am rejecting this response because:
  
  I would like a refund check mailed to home. Proof of purchase has already been provided. Please ask Waterway to stop wasting my time. 
  
  Sincerely,
  
  *********************

  

  Business response

  05/17/2024

  Dear ***, 

  We have since processed a full refund back to the original payment method. A receipt has since been sent to you from ******************************************* If you have any further questions, please contact us via email. Thank you. 

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Car was taken to Waterway carwash (******** location) on Tuesday 4/9 by my wife ************************* The car (Black 2015 **** went through the wash and my wife drove to the grocery store across the street. When she got there she noticed severe scratches on the hood of the car from the car wash. she drove back to waterway and spoke with the ruude manager *******. He said he would review security footage and get back to us. He came back to us the next day saing the claim was denied. The first two attached pictures are the damage caused by the wash. The next 3 pictures are what waterway sent us as evidence of prior damage. These pictures do not show prior damage and are not anywhere near high enough resolution or the right angle to see the scratches created by waterway. I also spoke with their regional manager who stuck by the denial. This business is terrible. They damage things and don't fix them.

  

  Business response

  04/30/2024

  We take matters like these seriously, and we want to assure you that we are committed to thoroughly investigating your claim. Waterway Gas & Washs investigation concluded that we are not responsible for the damage to your vehicle. Waterway has been in contact with you regarding this claim. If you would like to discuss this claim further, please contact the General Manager at ********************************.

  Customer response

  04/30/2024

  Complaint: 21567540
  
  I am rejecting this response because: you have not provided adequate proof. You have not done anything to disprove responsibility. Ridiculous excuse from a poorly run business. 
  
  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went in for a carwash and they said they were running a special that if you pay ~$15 more, you can have unlimited car washes that month. I signed up for it and went on my way. This was in January. In October I caught an unknown charge. After speaking with my bank it was found that it was to Waterway. They signed me up for a monthly reoccurring membership without my permission. Upon calling them, they refused to refund the $750. They refunded me for 3 months worth, which still left $500 unaccounted for and owed to me. They claimed I used the car wash after that month, which I did not. In fact, I did get a car wash in a subsequent month and paid full price. I wouldn't do this if I had a membership that I knew about. I would like to be refunded my money.

  

  Business response

  11/10/2023

  Dear ********************,
  Thank you for your patience as we reviewed your refund request case. Despite our best efforts, we are unable to process a refund due to policy constraints. However, alternative solutions have been proposed. If you wish to explore these options, kindly reach out to us at ******************************************* Thank you. 

  Customer response

  11/10/2023

  Complaint: 20835213
  
  I am rejecting this response because:
  

  What was offered was a refund of 3 months. This still leaves an outstanding amount of $500. The refund policy should not be touted as reason to not return my money when this was never an agreed upon purchase. This was either a bait and switch tactic or someone fraudulently agreed to terms on my behalf. The entirety of funds needs to be returned. 
  
  
  Sincerely,
  
  *********************************

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2014 Audi Q5 was damaged by the O'Fallon Waterway car wash on Sunday, June 18th. The rear driver's side bumper was pulled away from the fender and torn. Photos were taken by an employee (my photos are attached). I filed an incident report later that morning. Met with senior general manager of that location on 6/20 and he denied any responsibility. Filed complaint with Waterway later that day, was sent back to sr gen mgr, then escalated to managing partner of St. Louis market. The estimate for repair from a local body repair shop is $1893.28. The managing partner said he would pay for half the repair cost. Requested Waterway cover the full cost of repair and he declined.

  

  Business response

  07/03/2023

  Waterway Gas & Washs investigation concluded that we are not responsible for the damage to Mr. *****'s vehicle. 
  Waterway has been in contact and offered to cover half the cost of the repair as a courtesy, but was declined by Mr. *****.  If he would like to discuss his claim further, he may contact the Market Leader, **** *****. 

  Customer response

  07/06/2023

  Complaint: ********
  
  I am rejecting this response because:
  Waterway Gas & Wash is responsible for the damage to my vehicle.  Although Waterway disagrees, it should consider paying the full cost of repair, as a goodwill gesture.
  
  Sincerely,
  
  ******* *****

  

  Business response

  07/07/2023

  Waterway stands by its original response and offer presented as a gesture. If Mr. ***** would like to discuss this claim further, he may reach out to **** *****. 

  Customer response

  07/10/2023

  Complaint: ********
  
  Waterway's response is very unfortunate. They know how to reach me if they change their position.

• Initial Complaint

  05/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am a monthly Waterway ********** member and I am charged $35 a month. I have logged into my "online account," however, there isn't an active membership linked to my email, so I cannot pause/cancel. I have resorted to going to their site to contact them.I've filled out the online form, and have called their customer service number ************ which always goes to voicemail. I have left multiple messages, but not one message has been returned over the last 4+ weeks. This is alarming, and they appear to be running a monthly billing program that is nearly impossible to escape so that they can continue to collect monthly payments from members.

  

  Business response

  05/12/2023

  Dear Mr. ******************* were made aware of your BBB complaint regarding your ************** membership. 
  On May 11 at 11:00am, we received a submission through our website from you requesting to cancel your membership.  The cancellation was processed on May 11 at 1:21pm and a confirmation email was sent to the email address provided.  The Waterway customer service department received no other communication from you, through email or voicemail.  We are sorry to hear that you had difficulties logging into your online account.  If you need any future assistance with that, the customer service team is available Monday through Friday, 8:30am to 4:30pm at **************.   
  Thank you so much for your business and for allowing ** the opportunity to address your concerns.

  Customer response

  05/20/2023

  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

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Tuesday May 9, 2023 @ 8:39AM my wife took my 2021 Lexus IS 350 F-Sport to the Bainbridge location. She purchased the Express Shine ($14.00).After exiting the wash she noticed soap and dirt still on the car. She pulled up to one of the attendants and showed them the poor wash job.They told her that they dont dry cars for that particular wash. She said that she didnt want it dried but just wanted it clean. They said there is nothing that they could do.She asked to speak to the manager, which one of the young men said he is the manager, and he said there is nothing that they could do.She then informed them that we will never use their location ever again and would tell everyone she knows not to go there.Receipt info: Waterway Gas & Wash #** Car # ** 8 05/09/2023, 8:39AM, Shift 1 XPT1, Sale # ***********

  

  Business response

  05/10/2023

  We are sorry for the poor experience.  We were able to resolve this for you today with a positive outcome.  If you have any further concerns, please reach out to Waterway customer service. 

  Customer response

  05/10/2023

  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,
  
  *************************

*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. ↩