Complaints

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:07/11/2024

  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.

  I am writing to demand reimbursement for the $940 in damages incurred by my 2014 *** 428i convertible at your facility on or about May 15, 2024. Despite taking every precaution, my vehicle sustained significant damage during the wash process at this establishment.The damage to my vehicle included the waterproof seal on the driver side roof of the vehicle, and its internal attachment system.I have attached receipts for the repair costs, which totaled $940.This incident has caused me considerable inconvenience, and I expect Jackson's Car Wash to take full responsibility for the damages incurred. Therefore, I am demanding immediate reimbursement of $940 to cover the repair costs.If they do not respond with payment within 14 days, I will make use of all legal remedies to be made whole.

  Business Response

  Date: 07/15/2024

  Mr. ******** I can empathize with you regarding the damage that occurred during your visit.  However, your vehicle is 10 years old and in this Arizona heat, moldings and trim pieces tend to take a beating and don't last as long as one might think. Trim pieces such as this would have to of been previously compromised in order to blow off or lift up. Your roof based off the pictures I have seen has multiple preexisting flaws in the paint that could have been responsible for the compromise. At this time, we have denied the claim. However, as a customer service gesture we would be willing to offer you a detail service of your choice to help ease your financial burden. If you choose to do so, please stop back into the site and ask for ****. 

  Customer Answer

  Date: 07/15/2024

  Thank you for the misleading and erroneous response. If your logic is to be accepted, the identical trim on the passenger side of the roof wouldve also been removed, as it is exactly the same age, and has been subjected to the same wear and sun exposure.
  Additionally, the *** dealership that repaired the vehicle has never seen this damage before, and confirmed that age or sun damage was not a factor

• Initial Complaint

  Date:06/11/2024

  Type:Sales and Advertising 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.

  Ive tried to cancel my subscription for unlimited car washes. The phone number I was given hangs up automatically. Ive had these issues before and had to run all over town to finally cancel my wifes subscription. I no longer own the vehicle subscribed.

• Initial Complaint

  Date:06/08/2024

  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.

  On 05/18/24, our seven year old son, whos diagnosed ASD, was injured when he ran into a floor to ceiling window at the Northsight location. The window had no signage or demarcation signaling it was a large window. He was taken to the hospital via ambulance; after we insisted that paramedics be called out, due to the volume of blood flowing from his mouth and nose. The locations staff filed an incident report but at no point did any representative from Jacksons reach out to us/ check on the status of our son. My fianc had to talk to the manager of a different location in order to make contact with the area manager (****). When he called us, he had a flippant attitude, said that Jacksons counsel deemed the incident/ our sons injuries to be of no concern, and that Jacksons was not liable in any way. This is the latest example of the lackadaisical nature of the individuals that comprise Jacksons leadership. This is all on top of the fact that ****** (previous manager of the rio solado location) hit on my fianc whenever she went to that location; despite her repeated rejection of his unwanted advances. That situation spiraled to the point that the staff would step in and physically block him from trying to interact with her; anytime she went to that location. Ultimately, she no longer felt safe/ comfortable going there and we stopped going to that location altogether. It seems that the organization, as a whole, has zero regard for the safety of its patrons, condones the harassment of women, and is woefully unwilling to conduct itself with decency/ integrity.

  Business Response

  Date: 06/13/2024

  We are empathetic that the child was injured.  However, the child was injured by running into a window while being supervised by his parents.  The window is not a floor to ceiling window; it is a standard glass entrance door with a sidelight on both sides that you can find at many businesses across the valley.
  
  At the time of the accident, we did fill out an incident form (as we do anytime there is an injury or incident on our properties), not to accept fault, but to document that a situation occurred.
  
  After reviewing all video from our cameras in the lobby, we did not find any reasons to place the fault on Jacksons, but instead believe this was an accident that occurred while the parent was watching their child. Since it was simply an accident, we did not reach back out to the family.
  
  We do not believe our attitude is flippant and we are of course concerned for safety.  But we also cannot take responsibility for something we did not do or cause. 
  
  Regarding your reference to ****** (an unrelated incident you mention), he has not worked for our company for well over a year. We do not have any records or documentation regarding this claim,but you can be assured that we do not condone this type of behavior at Jacksons.

• Initial Complaint

  Date:07/16/2023

  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 went to the Jacksons Car Wash at ******************** on July 17, 2023 and requested a car wash. They had taken down the sign that lists all of the car wash options and the salesman mentioned the only car wash option available is the *** Package (most expensive option) it was only after mentioning they used to have a sign with all of the car wash options that he said they took down the sign for renovations (all of the other advertising signs are still up) and they had 4 car wash options. I asked to see them on his iPad and he refused. It was after asking for the prices for the 4 options that he finally got angry and told me the price options. I worry this misleading business practice is being used on other customers that havent been going here for years. Previously, the salesman told me that ***** doesnt allow their cars to go through the automatic wash and that the only option for me is the hand wash ($120 option vs $20 option) this place has extremely misleading business practices and is taking advantage of people.

  Business Response

  Date: 07/19/2023

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

  I had my Area manager *********************** reach out to you and explain this is not our practice. We truly apologize this instance has occurred and we will be looking into this internally. We thank you for your valued patronage and hope you continue to be a loyal Jacksons customer. Our Service Advisors are trained to show the customers the tablet and explain the different wash packages available. They also shouldn't be persuading you into a hand wash, because we typically ride through with all *****'s if we cannot easily find the car wash mode. We truly apologize for what you experienced there, and we will take action with those workers,

  Please feel free to reach out to **** if you have any further issues while visiting. 

  Customer Answer

  Date: 07/19/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Thank you for taking my concern seriously and for training your employees to a high standard. 

  
  Regards,
  
  *************************
  
   

  
  

• Initial Complaint

  Date:06/13/2023

  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.

  On 06/08/2023 I went to ********* Carwash to get my truck washed. Upon arriving I was led to believe that I was going to get a full detail by the cashier *********************. He told me that they had a special going on to get the exterior and interior done for $259.98 and I agreed to the work. I was told that they would buff out the scratches and put a protectant coat on the exterior as well as shampoo the carpet and seats. When inspecting my vehicle, I noticed right away that they had not shampooed the carpets or my seats, the vacuum job was not adequate, bird p*** and dirt still on the roof of the truck and window seal. I even noticed chipped paint that they said was from rocks, but is more consistent with the carwash machinery making the marks (not faulting them for the machinery). They didn't shine the tires properly and so many more things to list, but running out of characters. I let the manager know that I was unhappy with the wash and told him the work that ********************* said would be done for the price I paid. He then tried to pacify me by taking the price of the interior wash off and a free future carwash. He said that he had to charge me $99.99 for the exterior carwash because of the work that was done. He obviously didn't expect me to give my truck a thorough look over and I pointed out the bird p*** and dirt still on my truck and if they had done the work that they said they did, it would not have been on my truck. He made excuses as to why it was still there, but refused to refund all of the money as I requested. $100.00 is a lot of money for a basic car wash, which is what I feel I received. I would like a refund of $79.99. I will pay the $20.00 for the basic wash, but want the rest refunded for the poor job that they did. I refused the free wash because I will never return back to that carwash.

  Business Response

  Date: 06/13/2023

  *********************,

  My colleague *************************** has reached out, and to my understanding he has offered a full refund and we will redo the detail to your satisfaction. We apologize for any inconvenience this may have caused and we want you to know this is not how Jacksons conducts business with its valued customers. I hope this rectifies this claim and once again we are sorry for the way you were treated. 

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

  Customer Answer

  Date: 06/14/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:06/11/2023

  Type:Product 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.

  Not able to cancel the monthly membership from their portal. there is no option to cancel. there is a form on their site but it asks for store number and fast pass number which i have no idea what they are. Very unfair business practice to make cancelling much harder for customers.

  Business Response

  Date: 06/13/2023

  **********************,

  I had my office assistant reach out to you and let you know that she did in fact cancel you plan. I apologize for any confusion. I hope this should suffice your claim. 

   

  Thank you,

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

  Customer Answer

  Date: 06/13/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Dharma Natarajan
  
   
  

• Initial Complaint

  Date:05/10/2023

  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.

  Date of issue: April 20/2023 Amount of money I paid to the business: $948.93 What the business committed to providing:Fixing an oil leakage and removing and replacing the valve cover gasket and a few other things based on the provided estimate What is the nature of the dispute:I need to request a refund from Jacksons because they told me the issue was fixed but it was not and the car was leaking oil. I took it back to Jacksons car wash to their main Mechanic and he asked me to leave it there to fix it and then he called me back and said he fixed it. I picked it up and it was leaking again. I took it a third time to let them know it was leaking oil again and he said that they were busy and they will look at it some other time. I lost trust in Jacksons business and mechanics and got my car fixed at *****************. I request a refund because basically they didnt fix the issue and was a waste of my time and money. Whether or not the business tried to fix the problem:They tried to fix the issue once and they said they did, and the truth was they did not per ***************** diagnosis.Account order tracking number: Name: ************************* Phone number: ************ Invoice number ****

  Business Response

  Date: 05/12/2023

  I had my Area Manager over the Lube Shops (*****)  reach out to ******** and determined we will offer him a full refund for work we completed. That should satisfy this complaint. 

  Customer Answer

  Date: 05/12/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:05/07/2023

  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.

  On 05/07/2023, at approximately 11:30 am, I took my vehicle to ********************** on ***************************************************, to get cleaned. I pulled into the entrance path to let the guys know what type of carwash I wanted, a worker then tried to upsell me a detail. I told him no, thank you, and proceeded to give him my keys so I could get my wash and be done. I purchased the everyday ***** wash. I walked through the customer service store to get to the exit path, where they dry your vehicle so I can wait for my vehicle. A younger guy with a ponytail was handling and drying my vehicle. I asked him if there was an ATM so I could tip him because I was satisfied with the exterior of my car. I then walked to their gas station while waiting for my vehicle to finish getting dried so that I can give this gentleman a tip. When I returned, he told me my car was finished, so I could leave. I proceeded to do so. After running errands, once I got home, I noticed my windshield wipers were missing the plastic clamps and the bars of the windshield wipers were shifted and bent and hanging off the side of the vehicle, like it was shifted over. I called to report the damages to *******, the manager. He told me to come to the car wash so he could assess my vehicle. After I arrived, he said they are not responsible for windshield wipers, and they do **** cars a week, which has never happened. I asked him kindly to provide that to me in writing. He took me to a board that stated nothing about the damages that were caused to my vehicle. Which I attached below; then he went on to say for customer service purposes, if I buy the part, he can put it on for free. I refused because I didn't cause the damages the carwash did; I then asked him for my money back. He ignored me and spoke to my fiance about an issue with my vehicle. I told him I was not out to get the money. I pay too much for my car not to notice when something is wrong. He stated we were not responsible.

  Business Response

  Date: 05/08/2023

  I had my Area *********************** reach out to you today. He will meet with and get these wipers repaired. We have a **************** at that location with mechanics on site. They will rectify this situation and get your wipers repaired. Once repaired please make sure to turn off the rain sensors every time you run your vehicle through the wash to prevent this from happening again. 

  Thank you for your patronage. 

  Customer Answer

  Date: 05/08/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action today as of May 8th, 2023.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:03/18/2023

  Type:Sales and Advertising 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 cancelled my monthly car wash subscription on October 26, 2022 using the tab on ********* website that says "Discontinue Subscription Plan". I got an automated response saying "Please allow 5-7 days for processing, and remember, you can continue to use your plan until your next billing cycle." I was still charged the $20 monthly fee for December 2022, January 2023, February 2023 and March 2023. I have contested these three charges with my credit card (and will contest the March 2023 charge) and my credit card company reimbursed me. However, ******* needs to stop charging my credit card each month. I cancelled the service and they have had notice of this for months!

  Business Response

  Date: 03/20/2023

  Hi Marlee,

  I apologize for any confusion we were upgrading to a new point of sale system at that time. It must have somehow slipped through the cracks. I have verified with my admin and she did just cancel it our end for sure. If you have any questions please feel free to contact us at ************ and ask for *****. I am very sorry for any inconvenience this may have caused.

  This plan is cancelled on our end now.

• 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 am a customer of your location on ******* and *******. So we got there around 10am and finished the oil change after 12pm. We also go here to get our oil changes usually have a wonderful experience. But yesterday we had an unexpected experience. All my cars I only use mobile 1 oil I always pay more for the better oil. But yesterday I never watch them change my oil I always sit down by the fish tank. But this time I watched them and they were going to change my oil with your cheaper bulk oil. So I sent my husband out there to tell them we asked for mobile 1 oil. This car can go with 0w 20 or 5w 20. They said they don't have it. So my husband said if you would of told us we would of came back when you had it. So then my husband questioned the type of oil being used. **** became irate and unhinged. And the manager **** became very upset with my husband cussing at him running up on it in a threatening manner. This is the most unprofessional behavior I ever seen at a business setting. I talked to your facility manager I asked him for the number to the regional manager and I explained what happened. He said he is going to talk to **** and find out what happened after we just told him. He came back and gave us a customer service number. So I said who is the regional manager name he said ****. I said can **** call me or can I have his number. He said no i just need to go through the customer service number. This facility manager never did anything in fact he seemed very overwhelmed with what was going on. The gentleman that took over the car had said he ordered the oil and it would take an hour for the oil to get there. Since we wouldn't allow the bulk oil to be used. So the trust i had with this facility was broken when they were going to use bulk oil instead of what we paid for if we didn't look out the window. I really feel your leadership staff was ok with **** behavior and threatening us and cussing at us.

  Business Response

  Date: 03/13/2023

  A thorough investigation has been completed and I have corrected the situation.  I have spoken to *************** personally and let her know my findings. We have offered her two free future oil changes and a complete detail on her vehicle for the unprofessionalism shown by our staff. 

  I sincerely apologize this occurred. This is not the type of behavior we condone and we want our customers to know we value their support.

  Thank you,

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

  Customer Answer

  Date: 03/13/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************