Complaints

• Initial Complaint

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Friday 3rd of January I took my ******* Palaside to The Wash Tub on ************** (have been there several times prior with no issues).After waiting ***** minutes ***** (Area Manager) came in and found me in the store. He took me to the back side where my car was parked and hard not gone through the car wash. He stated the staff stripped the paint off the hood while using a high pressure power washer on the grille. Staff and management then claimed it's my fault for having a stone chip in the paint. They claim this happens when you have a stone chip. Since 99% of cars have stone chips then this would happen on every car. I believe they are at fault for not taking care, using a high pressure power washer on the paint of my car.Ive tried calling corporate and they kept referring me back to the store and *****.Will be taking the car to repair center on Monday for an estimate.***** ****** and ******** ********

  Business response

  01/14/2025

  I had the pleasure of meeting Ms. ****** late last week to look at her vehicle.  After seeing the damage, She agreed to let me do some research on the paint issue.  The following day, I reached back out to explain what I had found concerning the same issues being a common problem.  ******* vehicles with white or ***** ***** paint have issues with paint peeling.  There have been multiple classes action law suites.  I directed her to do some research due to the amount of information on how to make a claim at a ******* dealership.  She was able to look at the same information I was finding online.  I asked that she keep me posted on the results and that I would be happy to help her in anyway I could.

  **** *******

  Director of Detail

  **************

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Earlier today on 11/10/2024 I took my car to the Wash Tub car wash at 1749 W, 1749 Tx-46. I purchased a car detailing package with a ceramic wax job. After my military discount the price was $91. When I received my car back from the detailers, the front of the car was damaged. Im assuming that they pressure washed the bugs off the front of my car and they removed part of one of my stripes on the front bumper. I am mediately called the manager and brought this to his attention. He would not admit that the car wash was at fault even though I produced pictures of the car taken the day before that showed there was no damage on the front. He kept telling me that they would have to review the video footage. He would not authorize a refund and all I have is his statement that he would get to the bottom of this. Im very skeptical that this is going to have a happy ending for me. I believe I will probably get stuck with the bill for fixing the damage that the car wash did to my car.

  Business response

  11/17/2024

  After reviewing video footage and speaking to Mr. ***** we will be replacing the damaged Black Vinyl Trim piece on his front bumper. 

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently paid $507 for a range of detailing services at The Wash Tub, including interior detailing and ceramic coating. Unfortunately, the quality of work was far below expectations, despite multiple attempts by the staff to fix the issues. My truck still looked unsatisfactory, with visible flaws that should have been addressed given the premium services I paid for. Im requesting a full refund due to the poor service and unresolved issues. Photos of the vehicle are available as evidence.Please advise on how to proceed with the refund.

  Business response

  10/18/2024

  On 9/30 I talked to ***** ******* and her husband ***** *****. I listened to her concerns on there detail service they had done at The Wash Tub on ******. I apologized to the guest, and had a good conversation with the guest. I informed them I would be getting with the corporate office and requesting a refund. I informed them how much their business meant to us. On top of there refund, we sent them a gift card for a future service. I followed up with the family a few days later, and they informed me they received the refund and the gift card. The guest was extremely happy how we handled the situation. Thank you!

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2016 Porsche Panamera was brought in for a membership wash to the Wash Tub location on ********** in ******* on the afternoon of Thursday July 18th. The vehicle was returned with damage to the front bumper cover, including separation and torn pieces on the driver side attachment points. After being inspected by an upper management figure, any and all responsibilities for the damage and any assistance with repair for the damage received at their facility have been denied. This is an unacceptable outcome and I will be seeking legal counsel on the matter if a repair agreement is not reached in a reasonable timeframe. This is the second time this vehicle has been damaged at a Wash Tub facility. The first occurrence was months ago to the same area of the vehicle. The driver front inner wheel liner was torn from the vehicle in the wash. The manager claimed no responsibility and was very rude. I was given the broken piece in a plastic bag and offered no other assistance.

  Business response

  08/19/2024

  ******** had contacted the Helotes location about damage to his 2016 Porsche.  An appointment was made with the customer, store manager ********************* and the Store Director ***********************.  Management at the Helotes Wash Tub listened to the customer and his complaint about the damage.  Upon inspection of the Porsche, there were areas of pre-existing damage.  Customer did state that some repair has been done to the left front fender in the past.  Also there was pre-existing damage to the lower front spoiler where there was a crack.  Management took several pictures and video footage of the Porsche and is available for the customer to view at their convenience.  The damage was denied by the Wash Tub due to the pre-existing damage.

• Initial Complaint

  09/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On august 31, 2023 I took my 2018 ********** Passat to Wash Tub on ************ to have the interior and exterior detailed. I was told it would take about 2 hours, and the process ended up taking almost 4. I paid for the process and went home, where i fully inspected the work they had done. I noticed that the exterior appliqu oft front and back drivers side doors appeared scratched or damaged. The passenger side doors also had more minor damage to the appliqus. On september 1st, i returned to the wash tub where the manager ***** reviewed the footage of my car being washed. He said there was not a good visual of the doors, so he took pictures of the doors to send to another manager. I was told i would get a call back the next day about what could have happened, but I never received another call. I called a week later, and was told that my number and the pictures of my car all got lost, so i had to return for more pictures. After more pictures were taken and sent to the other manager, i received a call back where they stated the damage was normal wear and tear for the car and that they had no responsibility for the damages. I have a picture from a month prior showing no damages to the door at all, so i would like to be refunded for my service, as well as paid for the damages to my car.

  Business response

  09/29/2023

  After looking into the matter these items get damaged through wear and tear.  Nothing in our process of washing or waxing a vehicle would cause that to happen on those select trim pieces.  Out of good faith I would be willing to cover half of the paid bill for repair.  

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an annual membership at the Washtub and had my new ***** 2023 CX-5 serviced on May 27, 2023. After receiving my vehicle, I pulled into a gas station where I noticed several scratches on the hood of my vehicle that were not there before. I immediately filed a complaint with the company and sent them the images of the scratch marks that were on my vehicle. The manager, ****** gave me a call later that day regarding the issue but stated she did not see any images. She gave me her email in which I resubmitted the images. She stated she had to review the tape and would call me the following next day. Well, a week passed and I have not received a callback or follow-up regarding this incident. On the morning of June 7, 2023, I called the Wash Tub and asked to speak with ******. She informed me that she had not reviewed the tapes regarding my incident but will give me a callback. I have yet to hear back from her. I'm appalled by this company's carelessness and complete disregard to atone for their actions.

  Business response

  06/27/2023

  The manager has left voicemails so we can see the damage instead of just pictures and assess responsibility. We request the vehicle be taken to the location and meet with *** (General Manager). He can be reached at the location to setup a time to meet. ************

• Initial Complaint

  04/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The Wash Tub car wash is in *************, **. April 20, 2023 was the date they damaged the driver's side handle. The must have jerked it so hard the handle broke loose from the opening mechanism. My friend and I paid them almost $400 for their best detailing service, inside and out.We offered to settle for the damage their workers did for half of what charged ** for the detailing. They were rude and disrespectful of both of ** and refused to pay anything for the damage that occurred while in their possession. This is the first problem I've had with these people. I will never use them again. They treat customers with a complaint very rude.My advice. Find a better place to get your vehicle cleaned!

  Business response

  06/09/2023

  The vehicle that the guest was driving was a late model  Suburban the part that broke is considered a wear part and for that reason we will not be taken responsibility. I am willing to offer our cost for the part from the dealership that would be up to 30-40% off. 

  The location were the handle part broke they can order for the guest .

   

  I can also be reached for further assistances at ********************* 

*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. ↩