Complaints

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Club Car Wash located at **** * ******** ***** ******** *** I had no damages to my car before entering car wash, I just purchased my car and there was no damage the exterior or interior. During the process of going through the wash a rock hit my windshield and my windshield cracked and now I have a cracked windshield on the left side that is horizontally and covers 3/4 of my windshield. I went in to speak with someone they just asked for my email and said I will hear something from via email. After speaking with ***** from claims department, ***** said that there was a crack that was there before and not seen with the visible eye and that’s the reason the windshield cracked. I asked to speak with someone else she told me she’s the only person that I can talk to, and after explaining that I didn’t have any cracks to my windshield prior coming to Club Car Wash, she hung up on me.

  Business response

  03/16/2022

  Thank you for reaching out.  I have reviewed this claim and stand behind this determination.  We don't have anything in our wash that will cause a crack in the windshield however, if the glass is flawed upon entry it's possible the temperature changes can exacerbate the pre-existing condition.  I would be happy to further discuss if you wish to call our corporate office.  

   

  Thank you,

  Club Car Wash 

  Customer response

  03/16/2022

  Complaint: ********
  
  I am rejecting this response because:
  Because Club Car Wash is denying and don’t want to take accountability that my windshield was cracked by a rock during wash process. There was no cracked in my windshield prior to getting my car washed. I’’m very dis pleased with the way this newly business is handling car damages caused on their behalf. ***** from claims was very rude and was argumentative as a club car was employee. I would like the company to look at their cameras for the truth of this matter and when they discover the mistake, maybe future customers won’t have to experience such a dishonest decision behalf of the business. 
  Sincerely,
  
  ***** *******

  Business response

  03/17/2022

  Again, I'm sorry but this is inconsistent with our wash.  

• Initial Complaint

  03/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went through the carwash and ended up with damage to the entire right hand side. The damage consists of nicks (down to the primer) at a consistent rate down the side. I’m convinced that one of the long pieces of fabric had a rock or something in it and as it swayed side to side against my vehicle it nicked it every time it hit the vehicle. I have a video if you need it. I filed a claim with the company which was denied. I was told the damages aren’t consistent with the spinning brushes (and I agree). I explained it was the long pieces of fabric hitting the vehicle and I was told that only goes over the top and doesn’t hit the side. It does hit the side. The company refuses to pay for my damages.

  Business response

  03/12/2022

  Thank you for reaching out, Please provide me some time to look further into this situation.  I do ask that you reach out to our corporate office with any further concerns so we can assist you.  

   

  Thank you,

  Club Car Wash 

• Initial Complaint

  03/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my truck through Club Car Wash in Springfield, Illinois. Upon entering the carwash they have 2 gun prep attendants pre soaking my truck. Well, as they are waiving me in, I hear this loud bang on the side of my vehicle. I thought it could've been the hose hitting it. Turns out the attendant smacked it with the edge of the gun and busted off the paint and clear coat down to the metal. Left a good little dent also. I took my truck back up there so they could take pictures and file a claim. They denied my claim from some grainy video that looked like a water spot. They dent this guy left was 2 inches long. Completely different from the before video. This bad business at its finest.

  Business response

  03/11/2022

  Thank you for reaching out.  After review of this claim it appears the dent and smaller mark was in the exact same spot upon entry.  Anytime there is a chip in the paint there is potential for exacerbation with any type of pressured water which appears to have taken place in this case.  I show no contact made by the prep upon entering the wash furthermore, the tips have a rubber protective covering.  Should you want to discuss further, please feel free to reach out to our corporate office.

   

  Thank you,

  Club Car Wash 

  Customer response

  03/11/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  It's not in the same spot and my lawyer will be in touch. I will be pulling all the video. I guarantee its on camera
  
  
  
  Sincerely,
  
  
  ****** *******

• Initial Complaint

  03/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to the car wash and reactivated my membership because I love the car wash. The young girl who handled me complimented my car before going through the car wash. once I was finished I started to dry my car off and noticed multiple scratches on literally every part of my car. everyone at the car wash was SOOOOOO helpful and filed a claim instantly and kept apologizing because they knew the scratches came from the wash. I spoke with Jenny with corporate and she was rude from the jump. I greeted her and she just instantly stated that the scratches did not come from the car wash and there was nothing they could do about. I'm going to see if the young girl from the car wash is willing to speak on my behalf because she knew in her heart the car wash did the damages. My insurance wants a $500 deductible to fix this. I'm so hurt because this was my first big purchase and now I'm being blamed for wanting to keep my car clean. The photos don't do it justice. I also have video footage recorded that will not upload.

  Business response

  03/04/2022

  Thank you for reaching out with your concerns.  After further looking into this, I see that this claim was handled appropriately as the markings are inconsistent with the equipment at our wash.  I understand how alarming this may be however, I can assure you if our wash was to cause such markings, the same markings would also be on the vehicles that entered before and after you, which wasn't the case.  Should you wish to further discuss don't hesitate to reach out to our corporate office. 

   

  Thank you,

  Club Car Wash 

  Customer response

  03/04/2022

  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

  03/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Club Carwash of Iowa City is running a shady business. I had two instances within months of each other where a vehicle braked (not sure if this was due to the carwash's instructions) and machinery wasn't stopped. This last time was particularly troubling. Immediately after the incident, I called a cop to file a police report since the last time the cops told me they wouldn't do anything due to it being on private property. The manager said in these instances, only he can view the video. I asked where this was stated in their policy and he claimed it was his boss' policy and wasn't stated anywhere. He let the officer view the video and instead kicked me off the property. He also stated that the machinery is only stopped when a horn is blown. However, he would not answer whether it is stated in the policy for the customer to blow the horn or your employees. I called my insurance and asked what to do and they said to collect insurance information from the car wash. However, the manager refused to provide these details as well as the "claims specialist" who informed me the incident was not their fault. I have now asked for the video and will be seeking an attorney's help for this business' wrongful handling of the situation. I know this particular location has issues because I've had a membership since they opened and nothing like this has ever happened at their nearby location. The "claims specialist" they asked to reach out to me didn't value anything I had to say and instead laughed and hung up the phone. This place is beyond unprofessional and I am not pleased with their handling of damage to two of my vehicles which I have now had to come out of pocket to cover damages from a $25 carwash. Unbelievable.

  Business response

  03/02/2022

  Thank you for reaching out.  After looking into this particular situation, this incident was due to driver negligence.  I see that the footage was offered to you and we would like to further assist.  Please reach out to our office at your convenience.  

   

  Thank you,

  Club Car Wash 

  Customer response

  03/06/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  What office am I supposed to call? I tried contacting corporate and haven't received a response. The location this occurred at refuses to answer calls and has threatened to kick me off property. I need to be contacted by whoever handles your complaints. My email is listed and I can also provide a phone number if y'all can't provide one for me.
  
  Sincerely,
  
  **** ******

  Business response

  03/07/2022

  ****,

   

  Unfortunately we have provided you the footage and reasoning behind the determination.  There is nothing further we can do for you at this point.  I can further answer any additional questions if you reach out to the corporate office.

   

  Thanks,

  Club Car Wash 

*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. ↩