Complaints

This profile includes complaints for Mainline Autowash's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mainline Autowash

  500 W Lancaster Ave Strafford, PA 19087-3121

• 

  Mainline Autowash

  601 E Market St West Chester, PA 19382-2747

• 

  Mainline Autowash

  75 Easton Rd Warrington, PA 18976-2515

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  Mainline Autowash

  18 West Germantown Pike East Norriton, PA 19401-1514

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Car entered car wash in *********** and sustained damage to left mirror. Never left the lot and reported immediately. This happened in March.Though promised, no call or other communication since incident from manager. Calls from repair shops as well as a personal visit by me have resulted in no manager response.I concluded they are applying avoidance to not address the damage their equipment had caused.

  Customer Answer

  Date: 05/21/2024

  I went back to ****'s Express in *********** a few days ago.  They are not able to find the incident report nor the estimate I provided upon my previous visit.  Attached is incident report completed on date of damage, which is the same one they say they have now lost.

  Business Response

  Date: 05/31/2024

  Yes, we are currently working with the customer to resolve this issue. We apologize for any inconvenience we caused by not resolving sooner. 

  Customer Answer

  Date: 06/08/2024

  On 5/28, ***** left me a voicemail, again needing more information about the mirror, which was provided.  To recap what occurred before he left a voicemail...The car wash staff had taken their own pictures,  the car wash staff completed an incident report, the car wash staff viewed the incident on video, and then, per their request, they were provided with a work description.

  It is a mirror damaged in March...why is this so difficult to resolve?

  Thank you for your assistance in the matter. 

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

  Customer Answer

  Date: 06/18/2024

  Regarding 66660202DC5AEI misunderstood the direction, having no intention of closing.  

• Initial Complaint

  Date:03/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May ********* am filing this formal complaint against Petes Express Car Wash regarding their negligence and refusal to take responsibility for the damage inflicted on my vehicle. On March 24, 2024, 3:30pm,I entrusted my brand new truck to their car wash facility for a routine cleaning. However, upon inspection following the service, I discovered thousands of parallel scratches along the side of my vehicle, clearly indicating improper handling during the wash process.Despite providing clear evidence of the damage and raising concerns about the systemic nature of the issue, Petes Express Car Wash has chosen to evade accountability and has failed to provide a satisfactory resolution. Furthermore, a cursory review of reviews on Google.com for their business reveals numerous similar accounts of damage inflicted on other vehicles, demonstrating a pattern of negligence and disregard for customer satisfaction.As a consumer who has been subjected to substandard service and unwarranted financial burden, I am left with no choice but to escalate this matter to the Better Business Bureau for intervention and resolution.In summary, I request the following actions to be taken:1. Conduct a comprehensive investigation into the practices of Petes Express Car Wash regarding vehicle care and customer service.2. Ensure that appropriate measures are implemented to prevent future incidents of damage to customers' vehicles.3. Facilitate a resolution that includes full reimbursement for the cost of repairing the damage to my vehicle.I trust that the Better Business Bureau will prioritize the protection of consumer rights and uphold standards of integrity and accountability in business practices. Thank you for your attention to this matter, and I look forward to a swift and just resolution.

  Business Response

  Date: 04/23/2024

  In response to a customer's ********************** complaint about their car being damaged during a car wash, Petes express car was has offered to fully cover the cost of buffing and detailing the car to restore it to its original condition. Customer agrees this is a mutual resolution to the original complaint. 
  

• Initial Complaint

  Date:09/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car was damaged during a car wash as shown on the cameras in the car wash. I notified staff. I was told by several different managers they would pay for damage and asked me to get quotes. Upon receiving quotes the car wash now refuses to pay for damages incurred at their facility and refuses to provide details including owner of property and inurance info. They refused to open an insurance claim after repeatedly being asked for a claim number.

  Business Response

  Date: 10/03/2023

  Based on the information we have collected, we cannot pay for or be responsible for diagnostics and labor of the entire bumper. The initial incident report was in reference to the hitch cover only and we intended to make payment for that part as a courtesy to the customer. We cannot be responsible for the repair or diagnosis of the bumper. Our car wash is exceptionally safe, as we perform daily preventative maintenance to ensure that our equipment is functioning properly and safely, as well as routine tunnel equipment checks throughout the day. It is impossible for that kind of damage to occur in our car wash because there are no components within the tunnel that cause a hard impact to the vehicle or touch the housing beneath the bumper. As an act of good faith, we will gladly make payment for the hitch cover only.

• Initial Complaint

  Date:08/02/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company retained my credit card number after one single visit and charged me monthly without my knowledge, until I finally caught it.

  Business Response

  Date: 08/14/2023

  We have called multiple times and left multiple messages to try and resolve this issue. We have not heard back from the customer. 

  Customer Answer

  Date: 08/24/2023

  I have been told twice they are mailing a check and this was a misunderstanding. I have taken them at their word twice, checking my mail box daily but haven’t received a check. The last one should have been mailed 10 or so days ago and I am very close by to the shop. I called again and asked if the check has been mailed via voicemail but didn’t receive a response. I will go by there tomorrow or this weekend. I have been trying to give them the benefit of the doubt that this WAS a misunderstanding but clearly no check has been sent.

• Initial Complaint

  Date:03/14/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased monthly membership to ****** ******* in west chester in 2021. They increased the monthly price without any explanation or notification. I called to cancel in sept 2022. I never got a call back or an email, I was charged for 6 more months for a service I did not use. I’ve called and left voicemails and emails weekly for 6 months straight. They finally canceled my membership, but I’d like to be credited for the 6 months I’ve been trying to cancel. Originally was paying $10 a month, it increased to $30 a month. I’d like to be reimbursed for $180.

  Business Response

  Date: 03/24/2023

  Our Operations Manager has tried to contact ************** around 20 times and has left 2 voicemails from the number provided in the complaint which matches the number we have on file. She has yet to respond. We are willing to talk to her to try and reach an agreement. Please call us back to discuss. Thank you and sorry for the inconvenience this has caused you. 

• Initial Complaint

  Date:03/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a brand new truck. I used Pete's Express Car Wash in Warrington and noticed marks on both sides of my truck after using the car wash. I returned to the car wash and filled out an incident report with *******, manager on duty. I was then handed over to ******, another manager. ****** refused my complaint and said their car wash didn't cause the marks on my truck. I went to the car dealership to ask the detail shop about the marks, which they said were caused by the car wash. I received a quote of $200 to fix the issue, took it back to the car wash, presented it to ******, and he refused to pay it.

  Business Response

  Date: 03/24/2023

  We have reached an agreement with ******************* 

  Customer Answer

  Date: 03/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  The manager said he was sending me a check for the repair.  I have not received the check yet, but I trust it's in the mail. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:11/03/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Petes Express Car Wash enrolled me in a monthly membership without my knowledge. They have NO proof of paperwork, etc, saying I consented to this monthly program so theyve essentially been stealing money from my account for 6+ months. They dont file it as a reoccurring payment so my bank cant even flag it as a stop payment. I had to get a whole new card. Their customer service is terrible, I had to call over 10 times just to get someone on the phone, and was told that for them to consider giving me the money back they STOLE from me Id have to submit a copy of the charges in person at a location over an hour away. Their business practices are shady and questionable, I looked up reviews and this is not an isolated incident.

  Business Response

  Date: 11/29/2022

  We had one of our managers reach out to the customer to review the complaint. We searched our database and found the customers info. She had purchased a club wash from the pay station for $5. She only washed her car that one day and we have no record of her being charged for any other car washes or club memberships. We asked the customer to please come in and show us the charges on her statement, because we have nothing in our system that shows any other charges. Until this point, she has stated that she does not have the time to come in. If and when she comes in and we see there are charges to her card from Petes Express that shouldnt be there, then we will be happy to refund her those charges.