Complaints

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Stopped to simply have my car washed. Single owner ****** Outback in great shape + washed regularly at various locations. What happened was unexpected and unfortunate but worst was reaction of Kaady Car Wash and thus this compliant.Details;- Sunday August 15, 2022 - $10 car wash - During wash heard unusual noise from back of car - Noticed rear taillight in hatchback above back window hanging down - Completed car wash as normal - Pulled over to inspect + employee came out to file damage - We took pictures of damage - Entire rear spoiler had been ripped off + smashed into 4 large pieces - This required pulling out 6 fender style plugs that hold fender in place - Kaady later called + required me to return to car wash for a visual inspection in the middle of the work day where **** reviewed + claimed that car is in bad shape + was thus my fault - Upon further review their agent denied any wrongdoing on their part + offered no help of any kind - **** claims they are self insured + upon asking provides no further contact for Kaady - I did not see any specific warnings that if any part of my vehicle is of a certain date that the car wash would destroy it

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I took my car through a Kaady Car Wash on 8/14. Upon exiting the car wash, I noticed a lengthy crack in my windshield. There were no rock chips or anything like that at the origin of the crack. I filed a report at the car wash. Received a call back on 8/16. I was told that Kaady takes no responsibility for cracked windshields unless they see in video surveilance of my car going through the car wash, that a mechanical failure happened and that led to the crack.They further stated that they have is posted that they take no responsibility for windshield cracks, unless their equipment failed and resulted in the crack.Well - not happy to have to pay $1,300 for a new windshield that was perfectly fine prior to going through the car wash.

• Initial Complaint

  03/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went through the car wash after paying and after I drove home saw my license plate was missing. I called the business and they said they have my license plate. I asked them to ship it to me they said no. I asked them for a refund they denied me a refund. I have to drive 2hrs to retrieve my license plate and pay a toll bridge fee. The business is responsible for this damage to my vehicle and they refuse to give me a refund or remedy in any other form.

  Business response

  03/07/2022

  *************************** has reached out to this customer via Email and phone message. This is likely just a miss-understanding but we need to collect more information from our customer.

  Customer response

  03/07/2022

   
  Complaint: 16849619
  
  I am rejecting this response because: This was in no way a mis-understanding. The evidence is on your own stores' security footage. The employee I spoke with over the phone several times said they could not give me a refund. The employee said they talked with their HR and that the HR person also said no to giving me a refund. The damage caused to my vehicle by your business resulted in my having to pay close to $50 out of pocket for replacement parts, tools, gas, and bridge toll fees. It also resulted in me spending 2 hours of time driving to get my license plate since they also refused to mail it to me. I would like a sincere apology and for this business to make things right.
  
  Sincerely,
  
  *******************

  Business response

  03/08/2022

  ***, I reached out to you via Email and a phone message so we could discuss this. Our HR department is not involved with any customer related concerns, those are handled by the **************************** I personally am not aware of the situation you speak of, so please call or email me back so we can look into this for you. 

  Sincerely, 

  ****. 

  Customer response

  03/10/2022

   
  Complaint: 16849619
  
  I am rejecting this response because: This is what your employee told me. It doesnt seem like you want to take accountability as a business or remedy the issue. I would like an apology. I spent close to $50 out of pocket for the damages your machine caused to my car. If you cant offer me a remedy for the issue and apology I wont take down my review and will consider other options. 
  
  Sincerely,
  
  *******************

  Business response

  03/14/2022

  ***, I understand what your telling us and the BBB, but Kaady Car Washes is not aware of your concern. Please call me back, or reply to my Email so we may discuss your concern in more detail. We always do the right thing by our customers, but I can't do anything if we can't talk to you. I left you a voice mail and sent you and Email to this same address on 3-7 and have not heard back from you. 

*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. ↩