Complaints

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been contacting tidal wave auto spa with no contact back other than someone would contact me back. I waited and even tried calling about the issue with no response back. I was asking for one month free due to the damages left on my car to the car wash in Jefferson City TN and asking them to change their settings so this doesn't happen to anyone else. My car has a big scuff mark left by this car wash. Still no response. That's why I am filing my complaint. Thank you

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 01/24/24 approx 5:15pm, my truck was completing the dry cycle at the Tidal Wave Auto Spa 635 E Broadway Blvd, Jefferson City, TN 37760. The final process is the Signature Dry N Shine Wheel, the wheel was in a lower position than previous visits. As my vehicle was moving forward the wheel dragged my windshield wipers up the windshield, leaving them in place on my windshield. After exiting the wash, my wipers did not work and all you could hear was a motor grinding sound. I brought this to the attention of the attendant. He witnessed the damaged wipers. I left him my name and phone number. I was told I would be contacted in the morning of Jan 25th. No phone call was received. I took my 2024 Nissan Titan to Morristown Nissan to get a quote and to get wipers repaired. A new windshield wiper assembly was needed at the cost of ****. I took the quote back to Tidal Wave location and spoke with the Site Lead, Travis. I was told a claim would be filed and would have to wait. Morristown Nissan was able to get the part delivered the next day Jan 26th and replace that morning. I took the receipt showing repair to the Tidal Wave location for reimbursement. Matthew did call me after I left and told me that a check was being mailed to their location for my reimbursement. I still have not receive a call for refunding my January membership payment ********. I was suppose to get a call back from the Consultant Joe that was on Jan 25th. Since no phone call and no check, I went online to cancel my membership with Tidal Wave Auto Spa. Poor customer service and poor customer complaint process.

  Customer response

  02/21/2024

  Tidal Wave has no proper claims process for customers.  You have to make contact with the location manager and work directly thru them. No formal documentation given to claimant. All verbal acceptance of claim. Tidal Wave does not want a paper trail of incident(s). In my case a reimbursement was mailed to the site location in Jefferson City, TN and was called to come pick it up. I did have to sign a form of my acceptance of the check. I was not given a copy of the release form. Still have not gotten the copy for my records. The phone contact with their corporate office gave no assistance and was unable to give my any updates regarding my claim. Reimbursement for the repair has been given. A partial refund was given on my monthly membership. Was told by corporate after canceling my membership that I had until Feb 19th to use my membership. That was false. I took my other vehicle their for a car wash on the 15th of Feb and my membership was canceled. Very poor customer relations and service. I do not recommend this business.

*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. ↩