Complaints

This profile includes complaints for Quick Quack Car Wash's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Quick Quack Car Wash

  Roseville, CA 95661-2998

• 

  Quick Quack Car Wash

  7145 Watt Ave N Highlands, CA 95660-3208

• 

  Quick Quack Car Wash

  4331 Elverta Rd Antelope, CA 95843-5794

• 

  Quick Quack Car Wash

  645 Harbor Blvd W Sacramento, CA 95691-2228

• 

  Quick Quack Car Wash

  1750 Cavitt Dr Folsom, CA 95630

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:07/22/2025

  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.

  6/21/25 my vehicle was damaged while in ******** I reported the incident and received a copy of the report from Villa. I have been to the car wash many times since to contact a manager as no one contacted me within 3 business days. I have tried in morning and afternoon, weekend and there is not ever a manager there to speak with personally. I have called the 877 number many times and have been patient. I most recently called today and was disconnected when asked to speak with ***** the supervisor in an effort to have this matter resolved and my vehicle made whole again.

  Business Response

  Date: 07/24/2025

  Were sorry to hear about your recent experience and appreciate the opportunity to clarify the situation.
  Following your visit on June 21, 2025, our team made multiple attempts to contact you using the information provided in your claim. Calls were placed and voicemails were left on June 21, July 1, and July 5. When phone contact was unsuccessful, an email was also sent on July 5.
  Upon reviewing your BBB complaint, we discovered a typo in the email address originally submitted with your claimspecifically, a missing "m" in the username portion. This resulted in the message not reaching you. Weve addressed this with our store leadership team and have asked them to resend the email to the corrected address.
  As outlined in that message, the incident in question was not the result of any malfunction or error in our wash process. It was caused by the actions of another customer. Weve provided details about the other party involved and have advised that your insurance provider is welcome to contact us directly for any necessary information or footage to assist in resolving the matter.
  We appreciate your patience and understanding.

  Customer Answer

  Date: 07/24/2025

  Hello,

  
  

  thank you for finally reaching out to me. No one left a message nor do I have any missed calls from Quick Quack. Quick Quack could have reached me at the email address on file. Quick Quack chose to duck their responsibility and not return my call. 

   

  Denying the claim without gathering my statement and passing me off is unacceptable. My vehicle was damaged in your wash bay as my vehicle continued to move forward on the track causing the damage after the track malfunctioned and didn't automatically stop. 

  
  

  Your manager on duty Villa guided me out of the wash bay after it malfunctioned. He along with ****** and ***** the ****** witnessed what happened and how terrified I was at the incident. 

  
  

  I expect to be compensated and made whole by Quick Quack for the damage. I have estimates available and looking to have this resolved immediately as I've been dealing with your dismissive customer service department and trying to reach you to discuss via phone or in person for over a month. There's not even a contact number in your below signature.

  
  

  Let me know where to submit these or put me in contact with ***** ******* to resolve so I may formally discuss & remedy as soon as practical. 

  
  

  Thank you,

  
  

  **** Arriaga 

  Business Response

  Date: 07/26/2025

  We apologize for any frustration you have experienced and understand this is not the outcome you were hoping for. However, our team did make multiple attempts to contact you via phone and email, as previously stated. We have attached screenshots documenting these efforts.
  The original email we sent did contain a typo in the email address, which we acknowledge. However, upon receiving the correct email address with your BBB complaint, we promptly sent a corrected version. We have also included a screenshot of that email, which provides the necessary information to file a claim with your insurance and hold the appropriate party responsible. Your insurance company is welcome to contact the store leader directly to request video footage or address any further questions.
  We conducted a thorough investigation into this incident. The footage shows there were three vehicles involved: the front vehiclea red GMC, the middle vehiclea black ***** and the rear vehicleMs. ******** white Infiniti. The video confirms there was no malfunction or operational error of the wash that caused or contributed to this event.
  The red GMC failed to follow the posted safety instructions and applied its brakes inside the tunnel. This action caused the rollers that separate vehicles to go under the **** tires, resulting in a collision with the black ***** That impact caused a chain reaction, leading Ms. ******** vehicle to collide with the black ***** None of the drivers involved honked their horns or attempted to alert our team. However, a team member observed the Infiniti bump the **** and immediately stopped the wash.
  After reviewing the footage that same day, our assistant store leader reached out to all parties involved and provided them with the information needed to hold the correct party accountable.
  As part of our standard procedure, every customer is instructed upon entering the wash to:
  Place their vehicle in neutral
  Remove their hands from the steering wheel
  Remove their foot from the brake
  When followed, these instructions ensure that each vehicle moves safely through the tunnel until the exit signage indicates it is time to shift back into drive and exit.
  Unfortunately, these instructions were not followed in this case, which directly caused the incident. The wash did not malfunction at any point during your visit, and the damage was due to driver error. As with any traffic-related accident, the driver whose actions caused the event would be responsible for all resulting damage.
  Therefore, we are unable to accept responsibility for damage that was not caused by the wash. We wish you the best moving forward.

  Customer Answer

  Date: 07/29/2025

  I am rejecting this response because I am rejecting this response because this is not true, " None of the drivers involved honked their horns or attempted to alert our team". Again, no one contacted me for my account of this incident. I did honk my horn because the rollers continued to push the vehicles together and I was terrified the Tesla truck that was entering behind me was going to run into me. The ****** ***** was placing the cars too close together and when he heard me honk that's when they shut it down, it was not automatic. Furthermore there isn't any attachment I see of attempted contacts or email nor again is there a direct contact for the store leader or dates/times available for the contact. This isn't good business. I'm again requesting contact with Mr. ***** ******* for this reasonable request to have my car repaired in an effort to stop having this drag out longer. 

  
  

• Initial Complaint

  Date:07/21/2025

  Type:Product 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.

  Business Name: Quick Quack Car Wash Location: ************************************ Store Leader: ***** ********* Date of Incident: July 16, 2025 I am filing this complaint to report damage to my brand-new vehicle after visiting Quick Quack Car Wash at the above location. Immediately after completing the wash on July 16, 2025, I noticed fresh scratches on the drivers side door that were not present beforehand. I reported the issue immediately to the on-site staff.I was later contacted by ***** *********, the Store Leader, who denied any responsibility, claiming the scratches were pre-existing. His response completely disregarded the fact that the damage was discovered right after the wash and that this was my first visit to their location.***** also promised in writing to refund the full $22.99 if I canceled my membership. I agreed to this resolution. However, I was refunded only $10, in direct contradiction to his own written offer. Follow-up attempts to resolve the issue were ignored.Quick Quack Car Wash failed to:Take reasonable customer concerns seriously.Accept the possibility of damage during service.Honor the full refund they clearly promised.I am requesting:1.A complete refund of the $22.99 as promised.2.A written explanation for the partial refund.3.Accountability and improved handling of customer concerns at this location.

  Business Response

  Date: 07/22/2025

  Hello ********* - We're sorry to hear about your experience and appreciate the opportunity to respond. After receiving your concern, we conducted a full investigation, including reviewing Spot AI footage of your wash, inspecting our equipment and logs, and evaluating the type and location of the scratches you reported.The marks identified do not match the direction or contact pattern of our wash materials. The scratches are perpendicular to the motion of our wraps, which is a pattern that would not be able to be caused by the wash. We shared this information with you and along with our Spot Ai camera footage of your wash as well as showing our maintenance logs and our incident liability policy that outlines we are not responsible for pre-existing conditions. While we denied the damage claim based on this evidence, we did process your membership cancellation as requested. Due to a company-wide refund policy designed to prevent abuse of trial memberships, our customer care team was only able to issue a $10 partial refund. We understand this was disappointing, and we apologize for any confusion.We apologize for any frustration you have experienced; however, we cannot accept responsibility for damage that was not caused by the wash.

  Customer Answer

  Date: 07/22/2025

  I reject the businesss response.
  
  
  While I appreciate that Quick Quack Car Wash conducted an internal review, their investigation does not reflect the full scope of the incident. I have clear photo evidence showing that the scratches did not exist prior to the wash on July 16, 2025. The damage appeared immediately afterward and was consistent with the pattern of the automated brushes.
  
  
  Furthermore, several customers have reported similar experiences at this location, suggesting this is not an isolated case. Dismissing these concerns without offering a proper inspection or fair compensation is unacceptable. A $10 partial refund does not begin to cover the cost of repairs or the impact of this incident.
  
  
  I am requesting the business to take responsibility and cover the cost of the repair or offer a direct payment to *****. If this matter is not resolved, I am prepared to pursue additional action through small claims court and consumer protection avenues.
  
  
  ********* ***
  
  
  

  Business Response

  Date: 07/24/2025

  We apologize for any frustration you have experience.  We understand this is not the outcome you desired; however, we maintain our position that the damage claimed is not consistent with the motion, pattern, or mechanics of our wash equipment.
  Our wraps rotate at ***** revolutions per minute, and if damage were to occur due to entanglement or malfunction, it would present as uniform, repeating linear marks along the length of the vehicle, consistent with the direction of our equipment. The isolated and perpendicular nature of the scratches documented does not align with this motion, making it clear that the damage did not occur within our wash. Additionally, there were no malfunctions reported, and no other damage claims were received on the date in question, confirming this was an isolated matter.
  While a partial refund was issued as a courtesy, this gesture was not an admission of fault. Our policies do not allow for full refunds when a wash was successfully delivered and our investigation determines that the wash was not the cause of the alleged damage.  We cannot accept responsibility for damage that was not caused by the wash. 

  Customer Answer

  Date: 07/25/2025

  I am rejecting this response because:
  

  The scratches on my vehicle are not consistent with random wear or prior damage and do not appear to be perpendicular as they claim. I have attached clear photographic evidence showing the damage pattern, which includes diagonal and irregular marks on a previously undamaged surface.

  Quick Quack states that their wraps rotate in a fixed pattern and would leave only uniform, linear marks along the length of the car. However, if a foreign object or debris became lodged in the equipment, it could cause isolated or erratic scratches exactly like the ones shown in my photo. Their response fails to consider this possibility.

  Furthermore:

  No scratches were present before my visit. I am diligent in caring for my vehicle and noticed the damage immediately after the car wash.
  The scratches are clustered in one area, not consistent with normal driving or environmental wear.
  A partial refund was issued, which, while appreciated, may be seen as a partial acknowledgment of responsibility despite their denial of fault.
  
  I am not seeking an unreasonable remedy. I am simply asking for accountability and a fair resolution for the damage that occurred immediately following service from their location.
  
  

  
  

• Initial Complaint

  Date:07/18/2025

  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 Incident: March 23, 2025 On March 23, 2025, my vehicle sustained damage while being serviced at Quick Quack Car Wash. Following the incident, the assistant manager advised me to file a formal claim in order to receive coverage for the damage.Over the course of the following 90 days, I made repeated efforts to obtain resolution, including numerous calls to Quick Quacks customer service line. I was consistently informed that the store manager, ****** *******, would contact me. Despite these assurances, I received no follow-up, and my attempts were met with continued inaction and lack of response.Ultimately, I independently obtained Mr. ******** direct contact information. Upon speaking with him, he confirmed that Quick Quack Car Wash would assume responsibility for the damages and instructed me to acquire a repair estimate and send it to his email. I submitted the vehicle repair estimate on July 2, 2025, totaling $767.60. At that time, Mr. ******* assured me that, upon receipt of my personal information, reimbursement would be processed for both the cost of the damages and a refund of the car wash membership purchased just prior to the incident.Since providing the required documentation and estimate, Mr. ******* has ceased communication. Although my messages have been read, I have received no response. I have made multiple attempts via email and text to obtain clarification on the status of the reimbursement, but I am now being ignored despite Quick Quacks prior acknowledgment of liability and explicit promise to cover the damages.This lack of response and failure to fulfill their stated commitment constitutes a breach of the agreement made and raises serious concerns regarding the company's accountability and good faith conduct.

  Business Response

  Date: 07/26/2025

  Our regional leader has been in contact with this customer to work out a resolution on July 24th

  Customer Answer

  Date: 07/26/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is enough to close this case. They didnt entirely keep all of their promises but they at least have taken action which is more then theyve done in 120 days. 
  

• Initial Complaint

  Date:07/18/2025

  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 clearly stated I only wanted a basic car wash and not a monthly membership. They tried to talk me into a membership and I declined numerous times.I paid the $12 for the one time car wash.A few days later I revived an email claiming I signed up for a monthly membership for $21.99 and they charged my credit card for the first month.The same exact thing happened to my wife at the same location a few months back so I believe this is a common practice.

  Business Response

  Date: 07/19/2025

  Were sorry to hear about your recent experience and appreciate the opportunity to clarify. In order to sign up for a membership, each customer must review and sign the terms and conditions at the time of account creation. An email confirmation is also sent immediately with full membership details, including pricing and renewal terms.
  Our records show that you contacted ************* the day after your visit and informed us that the membership was created in error. As a result, our team promptly issued a $10 refundthe difference between the membership price and a single wash. Weve verified that only one charge of $21.99 was made and that the refund was processed during that same call. Please note, refunds can take up to 10 business days to post, depending on your bank.
  We apologize for any confusion and appreciate your feedback.

• Initial Complaint

  Date:07/16/2025

  Type:Product 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.

  They lied stole my money and many more things.

  Business Response

  Date: 07/18/2025

  Thank you for your feedback. Were sorry to hear about your dissatisfaction and appreciate the opportunity to clarify.
  When a membership is created, every customer signs our terms and conditions, which include clear information regarding billing, renewal pricing, and cancellation procedures. These terms are also immediately emailed to each member along with their renewal date and a link to review the terms at any time. As outlined in the agreement, cancellations must be submitted via phone or email at least 10 days prior to the renewal date to avoid future charges.
  Our records show that you enrolled in the $9.99 promotional offer on 6/1/25, which includes the first month of unlimited washes at a reduced rate. This promotion clearly states that standard pricing resumes in the second month. An additional vehicle was added to your membership on 6/9/25, also under the same promotional structure. Your account renewed on 7/1/25 at the standard two-vehicle membership rate of $59.99, and three washes were used after renewal nd before a cancellation request was made on 7/11/25 by calling into customer care.
  Because the account was not cancelled prior to billing and services were used during the current billing cycle, a refund was respectfully declined in accordance with our policy. We strive to be as transparent as possible about our membership terms across all signage, advertising, and communications.  You still have access to the wash until the end of your billing cycle on 8/1/25.  

  Customer Answer

  Date: 07/18/2025

  I am rejecting this response because: I never received a email nor did I get the proper help at the Place. All they did was lie and mislead me and you still have nothing to say about that but you keep repeating about how I signed up for this to get done wrong Im glad to know thats how yall do business and I will be letting everybody else know.
  

  Business Response

  Date: 07/21/2025

  We apologize for any frustration you have experienced.  We have included a screenshot of your email's stripe account which is the payment system that sends out the aforementioned receipt that includes all the details we stated in our previous response.  It does show that you were sent the receipt with this information on June 1st at 5:06 pm when your account was created.  There is no bounceback listed and the email on the account matches the email with the BBB complaint showing that we do have your accurate information.  
  
  
  As we previously explained, When a membership is created, every customer signs our terms and conditions, which include clear information regarding billing, renewal pricing, and cancellation procedures. These terms are also immediately emailed to each member along with their renewal date and a link to review the terms at any time. As outlined in the agreement, cancellations must be submitted via phone or email at least 10 days prior to the renewal date to avoid future charges.
  Our records show that you enrolled in the $9.99 promotional offer on 6/1/25, which includes the first month of unlimited washes at a reduced rate. This promotion clearly states that standard pricing resumes in the second month. An additional vehicle was added to your membership on 6/9/25, also under the same promotional structure. Your account renewed on 7/1/25 at the standard two-vehicle membership rate of $59.99, and three washes were used after renewal nd before a cancellation request was made on 7/11/25 by calling into customer care.
  Because the account was not cancelled prior to billing and services were used during the current billing cycle, a refund was respectfully declined in accordance with our policy. We strive to be as transparent as possible about our membership terms across all signage, advertising, and communications.  You still have access to the wash until the end of your billing cycle on 8/1/25.  

• Initial Complaint

  Date:07/08/2025

  Type:Product 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 a membership on 5/16/2025 then went to wash my car again on 5/21/2025 and they talked me into adding another vehicle $5.00 for 30 days on 6/15/2025 I canceled my membership they charge my card for ***** for 2 vehicle's.. I called for a refund she said no refunds . I can't use the car wash even though I'm paid up until the 7-16-2025 nor do I get a refund. I want my money back.

  Business Response

  Date: 07/13/2025

  Thank you for the opportunity to respond.
  After reviewing the details of this account and the concerns raised, we believe the charges and account handling were consistent with our published terms and conditions.
  The customer enrolled in a membership on 5/16/2025 and later added a second vehicle on 5/21/2025 using a promotional offer to add an additional vehicle for $5 for the remainder of the current billing period. Adding a vehicle does not change the billing cycle of the membership. Accounts are billed every 30 days based on the original enrollment date, and promotional pricing is valid for the first month only.
  On 6/15/2025, the membership renewed at the regular monthly price of $37.99 for the first vehicle and $22.00 for the secondboth enrolled in our Ceramic Duck membership level.
  The customer claims to have canceled before the 6/15 billing date, but we found no record of a cancellation request submitted before that time. According to our system, the only successful contact with customer care was a phone call received on 7/8/2025, in which the customer stated they had previously canceled. Our representative explained that no record of cancellation existed and that, per our terms of service, the account would not be eligible for a refund. The call was then ended by the customer. We have no indication that the customer was ever told they could not use their membership; in fact, their account remains active and accessible through the paid billing period, which ends on 7/15/2025.
  All customers agree to our terms and conditions at the time of sign-up, which include clear instructions for cancellation. These terms are also sent via welcome email immediately after enrollment and are always available on our website. As stated:
  You may cancel the Services by giving notice at least ten (10) days prior to the renewal date of your Services by email at *********************** or by phone at ************.
  Because no valid cancellation was received within the required timeframe, and the services remained available throughout the billing cycle, we are unable to offer a refund.

• Initial Complaint

  Date:07/07/2025

  Type:Product 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 have been a member of Quick Quack Carwash since 09/24/23 and have been happy with their service. The only reason why I cancelled my membership on 04/30/25 (on their platform) was because they did not have a carwash location near my home. I remember being offered one free month on Quick Quack from 05/25 to 06/23/25 and did not use their service at all during this time. My membership auto renewed itself on 06/24/25 and it renewed on my son's car and not mine. I called Quick Quack to let them know that I never approved this and requested a refund. They refused saying that they do not have a refund policy. The last authorized payment was on 04/24/25 in the amount of $57.99 for two vehicles (mine and my son's car). This payment allowed us to use the carwash up to 05/24/25.Even though my membership was cancelled again as of today (07/07/25), I am not able to delete my credit card information. I called Quick Quack about this concern and was told that they would not be able to help me with this. I do not feel comfortable knowing that they still have access to my personal information such as my full name, address, birthday, and credit card information. I'm not looking for a refund. I've already contacted my credit card company and they are investigating my claim. I would like Quick Quack Carwash to allow their customers to be able to delete their personal information once the membership has been cancelled and better disclosure when offering incentives.

  Business Response

  Date: 07/17/2025

  Thank you for taking the time to share your concerns. Weve reviewed your account and can confirm it has been fully cancelled and will not renew. A cancellation confirmation was sent, which also noted continued wash access through 7/24/25.
  After reviewing your account history, wed like to provide some clarification. When the cancellation process was initiated through the MyQQ app on 4/30/25, a retention offer for one free month of service was presented. The app provides two options: Accept Free Month or Continue with Cancellation.  The option to accept a free month was selected, which kept the membership active. We apologize if this caused any confusion or misunderstanding.
  Please know that customer data is securely encrypted and maintained per our policy to ensure accurate recordkeeping, including service history. We appreciate your feedback and will continue working to improve the clarity of our processes.

  Customer Answer

  Date: 07/22/2025

  My problem with Quick Quack's "Free Month" offer is that I did not see where it said that by accepting the free month that my account would automatically renew itself. 

  Business Response

  Date: 07/22/2025

  As we explained in our previous response.  When you selected to cancel your account on the MyQQ app - you were presented a screen that said "We would like to show our appreciation by offering your 1 month free to continue your membership". At the bottom there are 2 buttons - one is to "Accept Free Month" and the other button states "Continue to Cancel Membership".  You selected "Accept Free Month".  As stated, by accepting this offer you are agreeing to continue your membership.  We apologize for any confusion and hope to better serve you in the future. 

  Customer Answer

  Date: 07/23/2025

  I would like to make a suggestion to Quick Quack that they should make that statement in BOLD or CAPITAL lettering so that the next customer who wants to cancel does not get confused as I did.

• Initial Complaint

  Date:07/06/2025

  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.

  Unfortunately, my vehicle was damaged at this location, windshield cracked from top to bottom; then, without any word back, I decided to reach out to corporate only to find out they denied my claim even though I'm sure there's camera footage showing the before and after. The *** then blocks my email address so I can't ask further questions regarding this matter. Awesome business practices, hope no one else has to go through what I'm having to go through now, thanks QQ

  Business Response

  Date: 07/13/2025

  Hello ******- we apologize for any frustration you have experienced.  Our store leader has communicated with your with a voicemail and email regarding your claim.
   
  Our carwash washes several hundred cars every day without damage.  A windshield will only crack if it is hit during a malfunction, or it has a rock chip, pit, or weak point.  The crack will travel through this weak point when the windshield experiences a temperature difference. There was no malfunction during the wash, and nothing came into contact with your windshield to cause this crack meaning this was caused due to a weak point in your windshield.
   
  Pits are caused by debris such as rocks, pebbles, sand, and other foreign matter kicked up by vehicles in front of you. The pit damage that occurs often is not directly visible from the driver's seat because it is near the edge of the windshield or near the passenger's side. This pit usually penetrates only the exterior pane of glass. If this damage is not repaired, it can spread into a crack. The time between initial impact and a large crack can sometimes be as little as one day to as long as several months. Day-to-day driving can increase the stress around the pit hole.
   
  However, the majority of these cracks are caused by temperature extremes, such as washing a vehicle with a stressed point on a hot day. We are truly sorry for the experience you had here. Please note, though, that we can't be responsible for damage caused by pre-existing conditions. We hope that you give us an opportunity to earn back your business.

  Customer Answer

  Date: 07/13/2025

  I am rejecting this response because: They claim it is from a pre-existing condition but when they took pictures of my windshield there was no 'pit' or 'pre-existing condition' like they are claiming. Just because you wash hundreds of vehicles daily does not excuse you from being responsible when damage DOES occur. Sorry, but you are wrong here.
  

  Business Response

  Date: 07/14/2025

  We apologize for any frustration and understand that is not the outcome you desired; however, that does not change the fact there there was no malfunction during the wash to cause or contribute to this incident.  A windshield will only crack if it is hit during a malfunction, or it has a rock chip, pit, or weak point.  There was no malfunction during the wash, and nothing came into contact with your windshield to cause this crack meaning this was caused due to a weak point in your windshield.  A majority of these cracks are caused by temperature extremes, such as washing a vehicle with a stressed point on a hot day. We are truly sorry for the experience you had here. Please note, though, that we can't be responsible for damage caused by pre-existing conditions. We hope that you give us an opportunity to earn back your business.

• Initial Complaint

  Date:07/01/2025

  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.

  Complaint Summary: Vehicle damaged at Quick Quack Car Wash; management unresponsive and not following incident policy.Complaint Details:On June 23, 2025, I visited a Quick Quack Car Wash location as a paying member. After using the car wash, my Land Rover Range Rover sustained significant damage estimated between $3,500 and $5,000. The one of the two sections of the panoramic sunroof was shattered and the vehicle cannot be used without the possibility of total collapse and current weather conditions. I immediately attempted to report the incident through the locations management, but the General Manager has been entirely unresponsive since the initial phone contact on the day of when he stated he would call in 3 days after "reviewing camera footage". No call was received after 3 days.. I have left multiple voicemails and messages, visited the location in person several times, and have yet to receive any acknowledgment or follow-u from the **** This lack of communication is in direct violation of Quick Quacks stated incident management ********* of now, I am without a vehicle to get to and from work or for any other basic need, and will soon incur rental car expenses due to the delay in resolving this matter. I am seeking a formal investigation into this issue and a resolution that includes repair or compensation for the damages caused.Incident Management Ticket No. provided by the location: ****** General Manager: **** (no last name provided)General Manager Contact Number: ************

  Business Response

  Date: 07/02/2025

  We are truly sorry to hear about your experience following your visit on June 23, 2025. At Quick Quack Car Wash, we take all reports of vehicle damage seriously and investigate each one thoroughly in accordance with our established incident management policies.
  Following your report, our team conducted a detailed review of the circumstances surrounding your visit, including camera footage, site inspections, and photos taken on the day of the incident. This review confirmed that there was no malfunction within the wash tunnel, nor was there any evidence of forceful contact from equipment or debris that could have caused the type of damage described.
  Inspection photos taken on the date of the incident showed pit damage to the sunroof glass, which is consistent with stress-related failure. This type of pre-existing damage can compromise the structural integrity of the glass, making it vulnerable to cracking under normal driving conditions or changes in temperaturesuch as during a car wash. Additionally, you indicated this was the vehicles first visit to our location and that you had traveled over five hours just prior to your wash. Extended highway travel increases the likelihood of rock chips or minor impact damage that can go unnoticed until it worsens.
  We wash between 500 and 700 vehicles dailywith no reported issues of this nature. No other damage claims were submitted on the day of your visit. 
  While we understand the frustration and inconvenience this has caused, our findings do not support that the damage originated from our wash. As is standard across the industry, we cannot assume responsibility for issues stemming from pre-existing conditions or damage that occurred prior to a wash.
  We appreciate the opportunity to have reviewed this matter and regret that we could not arrive at a resolution more in line with your expectations.

• Initial Complaint

  Date:06/26/2025

  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 1-29-2025 I got a standard car wash at Quick Quack, vacuumed at their station and left the premises. After getting home, I wiped the exterior of my car because of water marks and noticed tiny scratches over the front left side of my car. I had just gotten this car around 2 months ago so Ive been very cautious and aware of any marks or dents. Immediately I went back and filed a complaint and was told theyd reach out. From the get go, without asking for any photos, they told me that they werent responsible for those scratches and it wasnt possible due to their materials used. I persisted and got the same response saying that their video cameras didnt catch anything (which I dont know how that would even be possible). They eventually stopped responding and I posted a review and then their social media team reached out to me. In that email, they repeated what theyve been saying, again, without ever even seeing the damage. However, this time they said that if the damage was caused by them, there would be consistent small scratches - which if they had looked at my car, they wouldve seen that that was exactly how the scratches looked. We tried to organize a time to meet up but I was out of town and in the end, I decided not to waste my time going in because I knew they would just repeat the same thing and not claim responsibility.

  Business Response

  Date: 06/28/2025

  Thank you for the opportunity to respond.
  We take all customer concerns seriously and have made every effort to thoroughly address this matter. Upon receiving this customers damage report on January 29, 2025, our store leader promptly conducted a full review, including surveillance footage of the visit.  The team member who filed with claim with the customer did inspect the vehicle at the time of the claim and included all of this information in the report. The footage showed the vehicle entering and exiting the wash tunnel without the damage reported. Based on this and the materials used in our wash systemsoft neoprene wraps designed specifically to prevent scratcheswe denied the claim and communicated this in writing to the customer on January 31.

  Despite our initial decision, our social media and store teams remained engaged to help clarify the outcome and offered multiple opportunities to meet and review footage in person.  Despite missed appointments and multiple rescheduling requests from the customer, our team continued to offer availability.  Our team made repeated efforts throughout March and April to coordinate a meeting, accommodating numerous schedule changesincluding one outside of regular hours on May 2 at 7 a.m. Unfortunately, the customer did not attend the May 2 appointment and has not responded since.

  We believe we have taken every reasonable step to investigate and resolve this matter.  Unfortunately, we cannot accept responsibility for damage that was not caused by the wash.  

  Customer Answer

  Date: 07/09/2025

  I am rejecting this response because:

  I am unsatisfied with the response as it has been the same every single time. During our back and forth emailing, their managers had actually stopped responding to me until I had posted that review and their social media team reached out and contacted them to reply back to me. As for the rescheduling of meetings, i had explained to them that I had to leave the country due to a family members illness and when I returned I had to unexpectedly pick up random shifts because someone was fired at my job during this time away. I admit that I didnt show up the last scheduled meeting and that was my fault, however, I felt like it would have been a waste of time because I know they would have shown me footage and explained the materials used once again. Im not sure how else Im supposed to explain that a camera during a wash is not going to be able to capture a tiny piece of metal or anything, being attached to the wraps and scratching my car. I expect them to take responsibility for this issue as my car was new going in and came out scratched up.

  
  

  Business Response

  Date: 07/13/2025

  Thank you again for the opportunity to respond.
  We stand by our original findings and the efforts made by our team to address this matter thoroughly and in good faith. Upon receiving the damage report on January 29, 2025, our store leadership conducted a full review of the incident, including inspection of the vehicle, review of surveillance footage, and evaluation of our wash equipment. At no point did the footage show any indication of damage occurring during the wash process. The materials used in our system are soft neoprene wraps, specifically engineered not to scratch vehicle surfaces.
  Throughout the months that followed, our team remained engaged and made repeated efforts to meet with the customer in person to review footage and further discuss the concern. Despite numerous scheduling accommodations, including offering a time outside of regular operating hours, the meeting did not occur.
  While we understand the customers frustration, we have found no evidence that the reported damage was caused by our equipment or process. Therefore, we respectfully maintain our decision to deny the claim.

  Customer Answer

  Date: 07/25/2025

  I am rejecting this response because:

  
  

  I respectfully disagree with the business's response and ask them to reevaluate and take responsibility. They said, I quote, "our store leadership conducted a full review of the incident, including inspection of the vehicle." Throughout this emailing back and forth where they claim that the scratches weren't caused by them, not once have they even seen the damage in person or asked for photos. The only person who had seen the damage was the worker we recorded my original complaint with, which didn't specify or have a detailed description on the ticket. How are they able to tell me the damage wasn't caused by them if they haven't even seen what the damage looked like. That is enough proof to me that they simply don't want to take responsibility and don't care for their customer service. 

  
  

  
  

  Business Response

  Date: 07/26/2025

  We regret that the customer remains dissatisfied with the outcome of their claim. 
  
  However, our position remains unchanged.
  Upon receiving the damage report on January 29, 2025, our team immediately conducted a full investigation, including surveillance footage review and a visual inspection of the vehicle by the team member assisting with the original complaint. The footage showed the vehicle entering and exiting the wash tunnel without incident and without any visible damage. Additionally, there were no signs of equipment malfunction or irregular operation that could have contributed to the reported issue. Our wash systems use soft neoprene materials specifically designed not to scratch vehicles.
  
  While we understand the customers concern that the damage was not seen in person at a later date, it is important to note that our team made repeated attempts to meet in person to review the footage and, if needed, inspect the vehicle. Multiple attempts were made to meet with the customer in person for further review and to inspect the vehicle directly. These included several rescheduled appointments, one of which was offered outside of normal business hours as a courtesy. Unfortunately, the customer did not attend any of these meetings, and we did not receive any further response after the missed appointment on May 2.
  
  We have made every reasonable effort to address this matter thoroughly and in good faith. Based on the available evidence, we continue to find no indication that the reported damage was caused by our wash. Accordingly, the claim remains denied.

  Customer Answer

  Date: 07/28/2025

  I am rejecting this response because:

  As I had mentioned previously, I had to write a review in order to have the managerial team reach back out to me after refusing to reply previously. I had actually gone in person during one of the time frames that I was given but I was told the manager was not in that day despite being told that they would be. After that, I simply didn't have time to go in due to my work hours clashing with your work hours, Additionally, I had been out of the country for half a month due to family. I'd like to schedule another appointment to meet in person to look at the scratches then.