Complaints

• Initial Complaint

  09/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a cancer patient and not supposed to have undue stress. On Sep 9th I took my dodge ram to Auto Splish Splash 8300 FM 423 in ******. As usual when they are super busy the guy in the back was shoving cars though way too fast. The car wash stopped about 1/2 way through and white liquid dripped on my truck. I called my wife after exiting the car wash and told her there was something on my truck. Receipt for car wash is from 9.9.24, call was just a few minuted later and lasted 1.58 seconds. I also have one receipt for goof off on same day and 2 other purchases of cleaners in an effort to correct this. Today on 9 15 I tried again and noticed my paint on my hood was getting dull spots from the chemicals. I met with **** the manager and he said I have " overspray from painting my house" He wanted $350 dollars. My house has not been painted in years, Neighbors too. There is absolutely no doubt this happened in this car wash. You can look at the roof and the spray came straight down. I have video. I have lots of documentation. I just want my truck fixed. Now I am a cancer patient faced with the stress of having to file a small claims suit and the owner lives in ***** Tx. I do not want to sue them. I have used the for years. I do not want stress or to go to court or argue, but I can not let this stand and any cancer patient should NOT be discriminated against by an attempt to charge an extra $350 dollars to fix the damage their wash caused. Thank you.

  Business response

  09/30/2024

  We have communicated directly multiple times with this customer.  His vehicle has some type of overspray on it.  This issue was not created or caused by our car wash cleaning process.  We gave him a cost estimate to buff and wax the vehicle to remove the overspray.  We rejected his request to perform the services for free.  Please have him post pictures of the issue.  Please let us know what other information you need.  ******** Hise  

• Initial Complaint

  07/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a monthly membership for my vehicle when I lived in ******. When I moved to ****** in Jan of 2022 I canceled my membership with the manager that was there. I recently noticed a charge from them and after further investigation I found out theyve been charging me for over a year. I reached out to ***** one of the owners and explained what happened. He stated hed have to reach out to the other owners and get back to me. After a week or so I was informed that I could not get reimbursed because I had no proof that the membership was canceled. ***** stated that the current manager canceled the membership for sure this time but again no proof was given to me. I feel like this is an error on their part for not doing their job properly the first time and canceling the account and as a result charging me for over a year without my consent.

  Business response

  07/13/2023

  Customer signed up for a monthly Car Wash plan in ******, *****.  The customer did not cancel the plan and this fact is without question.  He did not use the plan for over one year.  We offered to refund 6 months of the old plan and we offered a $100 gift card at a car wash in his new area.  The customer did not accept this offer.  At the request of the customer, the plan has been cancelled.    Thanks *************************, Auto Splish Splash

   

  Customer response

  07/13/2023

  I am rejecting this response because:   I received the texted from ***** and he stated he was out of town. I have waited and waited for a refund yet nothing had been provided. His statement that I did not cancel is incorrect and he is agreeing that I have not used the carwas in over a year because 1. I did indeed cancel it with the manager that is no longer there. And 2. I moved to ****** and decided to purchase the prosper location membership. The fact that he stated I did not cancel cannot be proven because that manager is no longer there and that the fact that it was canceled this time I could not prove because I wasnt given anything in writing. I did not reject anything ***** offered and this text message proves hes incorrect and is claiming *** said things that I havent. 

  Business response

  08/10/2023

  We are very sorry we could not accommodate the customer's request.  Monthly Plans are billed through a third-party service and the cancellation requirements are clear.  We do not monitor usage or non-usage on those accounts.  We are billed a fee for that service.  We offered to refund 6-months of past charges and a gift car for a carwash in the customers new area.  To my knowledge, this goodwill offer was rejected.  We value all of our customers.  This offer to resolve the issue was way in excess of what any other Car wash would have done.  

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited Auto Splish Splash on March 25, 2023 for a car wash using their automatic car wash. I have visited this site many times before with good experience, however, on this particular occasion my car was damaged by the wash mechanism. My car was directed into the car wash and aligned by an associate of the company. Shortly after entering the wash tunnel, I noticed a significant grinding sound underneath my car and the distinct feel of the car dragging against something. Immediately upon exit of the wash, I stopped in an open bay to inspect my car, only to find that both drivers side wheels had been significantly damaged on the inner edges due to this grinding I had felt during the wash. The wash damaged the wheel through the paint into the metal, causing significant damage to the edge and metal shavings which could easily be felt and seen. I showed this immediately to an associate and filed a claim per their process (see attached photos). I also contacted the owner as instructed on the form and was advised he would look into it and a determination would be made within a prescribed 30 day period. After several contacts, I was informed over 60 days later that they would not honor the claim due to my "oversize rims and low profile tires" and that they only cover damage due to "wash malfunctions". My car is completely stock, as purchased from the factory. There is nothing abnormal about my car which would lead me to believe there would be a potential issue, and I see other European cars with staggered wheel setups regularly use this facility. As of the date of my wash, there is no signage or warnings indicating any type of exclusion for these two reasons indicated by the management nor did their associate advise of any potential risk. However, I had to incur a cost of $220 to repair my wheels which the management refuses to resolve.

  Business response

  05/15/2023

  Customer drives a Porsche Taycam with oversized, offset rims and low profile tires.  To our knowledge this vehicle has only been to our location on 3-25-2023.  Based on our review of the video, our car wash equipment functioned as intended.  The customer did have some minor rubbing on the inside of his two drivers side rims.  Which was caused by one of three factors (1) width of the rim and low-profile tires (2) staggard offset of the front and rear rims or (3) customer steering in the tunnel.  We cover damage if our car wash equipment malfunctions.  Unfortunately, in this situation we could not provide a remedy to the customer and have suggested hand washes for his future car washing needs.  

  Customer response

  05/15/2023

  I am rejecting this response because:   My Porsche Taycan does not have "offset wheels".  The car has the stock 21" wheel setup per the manufacturer.  It does have a non-square setup which means the rear wheels are slightly larger than the front (265/35R21 front, 305/30R21 rear). Nowhere at the wash is there any indication that a non-square setup will be problematic or advised against nor did any associate advise me of potential problems.  There is also no signage indicating that repairs will only be covered due to malfunction.  This is also not stated in their claim form.  The provider is claiming a reason for rejection which is not supported by any notification or documented reason to avoid paying for damage that was clearly caused by the wash, whether by malfunction or negligence.  I have used this was many time before with cars that also had a similar setup with no problem experienced.  This was not simple paint damage, it was very significant grinding into the metal due to the car being dragged against a rough inner rail.

• Initial Complaint

  06/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to this car wash for the first time. I chose the most expensive car wash they had with all coats and waxes they had. When the car was done I noticed white dots all over the windows and roof glass of the car. They do come off easily when scratched but the management refuses to fix it. Spent $63 on that visit still they refuse to acknowledge their cash issue and fail to fix it

  Business response

  06/27/2022

  Business Response /* (1000, 5, 2022/06/15) */ Customer's car came into the car wash with some type of overspray all over the car. Please see pictures attached. After the car wash, customer was upset that the car wash did not remove the overspray. Our manager try to explain the process of removing overspray from a vehicle. Customer wanted the overspray removed for free and became very derogatory towards our staff. Our staff are all exceptional high-quality individuals whose conduct and character deserves respect and we will not allow anyone to speak to them in this manner. Customer also blocked the drive of our business and would not move his vehicle when requested on a Saturday which interfered with us processing other cars. Customer then threatened us with bad reviews if we did not remove the overspray for free. We did not cause the overspray on Customer's vehicle. We can remove the overspray but it would need to be scheduled for a detail. Based on this customer's conduct, we would prefer they not be customers of our establishment. Consumer Response /* (3000, 9, 2022/06/16) */ Hello I am writing to you to provide case update on my complaint. Case update: Business owner told us on Saturday 6/11/22 via text that they will take care of the overspray/left over wax spots. They asked we come on Monday We could not go to the place on Monday or Tuesday as our infant daughter was sick. We took her to doctors visit yesterday. (Can provide record if needed) My wife went today with the car to get cleaned. The owner stated that because we filed a complaint with Better Business Bureau, (it was filed before owner responded to our calls/messages) he will now charge us $150 to fix it. Google search will reveal this spots are from leftover wax spray that can happen when too much hard water mixed with wax is used by car wash. We are being penalized and blatantly taken advantage of our situation by this business owner. We are facing retaliation from this business owner. Please review below response from owner sent to us in writing on 6/11/22. I would appreciate if business owner can fix the problem at their cost and I can retract the complaint once done. Thank you Business Response /* (4000, 11, 2022/06/16) */ Based on the customer's attitude towards our staff and the owners coupled with the fact that our car wash is 100% incapable of causing overspray, we have decided not to deal with this Customer. We were willing to work with this customer in an effort to show good community involvement, partnership and good will but giving their recent actions and attitude toward our business and staff, we feel they will continue to take advantage of area businesses and threaten bad reviews if they don't receive free services. See incident details below. Customer's car came into the car wash with some type of overspray all over the car. Please see pictures previously attached. After the car wash, customer was upset that the car wash did not remove the overspray. Our manager try to explain the process of removing overspray from a vehicle. Customer wanted the overspray removed for free and became very derogatory towards our staff. Our staff are all exceptional high-quality individuals whose conduct and character deserves respect and we will not allow anyone to speak to them in this manner. Customer also blocked the drive of our business and would not move his vehicle when requested on a Saturday which interfered with us processing other cars. Customer then threatened us with bad reviews if we did not remove the overspray for free. We did not cause the overspray on Customer's vehicle. We can remove the overspray but it would need to be scheduled for a detail. Based on this customer's conduct, we would prefer they not be customers of our establishment. Consumer Response /* (4200, 13, 2022/06/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Its pointless to argue with someone who is penalizing us for going to BBB. Few facts: 1. Manager did not offer to clean the spots even at a fee unlike what owner is claiming. Infact I was asked to leave by manager. When I asked to speak with owner, the manager said leave else I will call tow truck. I had to tell them that I will call 911 if you did call tow truck, eventually manager called owner. 2. I was a first time customer who paid $63 for a wash. Owner is using post wash pictures that I took as pre existing condition. If I can pay $63 for a wash then I can pay for the detail if it were preexisting condition. 3. Owner was heated up when my wife (owner of car) spoke with him on 6/12. He said he is "heated" and hung up. 4. We worry about our safety so we would rather not go somewhere whose owner gets "heated" on their customers 5. We went to another car wash over the weekend and the stains came off pretty easily after a full service exterior wash with wipe down. 6. We can post about experiences with this wash where ever we want (just like any other person posting reviews for a business). We don't need a response from the business as this matter is going to go any further and we got our car cleaned somewhere else with a routine exterior wash with wipe down service. This matter shall remain unresolved with the business and not worthy my time anymore

*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. ↩