ComplaintsforScrub - A - Dub Auto Wash Centers, Inc.

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought my new car to be washed and I now have all these scratches on the passenger sign of the car I put in a incident report and they are telling me they will not fix my car that it didnt happen there. I had no scratches on my new car

  

  Business response

  02/16/2024

  We understand Ms. ******** concerns however our location did not cause the ****s on her vehicle. Although this is a new vehicle to her, it is a 2020 vehicle and therefore is 3 or 4 years old. The location she visited is a brand new facility with the latest state of the art equipment. The site washed over ***** cars that day with no complaints or issues from other customers.  There was nothing the broke or went wrong during her was visit and there were no issues with the cars immediately before or after her wash. We have washed over ****** vehicles at this site in the past 16 days with no incidents and have washed over ******* vehicles during the same period at our other sites with no issues such as identified in her complaint. 

  A car even slightly coated with road dirt or film, will obscure most scratches and ****s. We realize that the first time a person may notice a new **** is after a car wash. It is understandable for any customer to feel that this newly discovered damage was caused by the maze of what appears to be complicated machinery. In our current modern facility very little touches the car except for some soft cloth and water pressure.  This material is treated so that dirt cannot be absorbed into the finish.  If something did stick to the cloth, it would **** every car in a line at the exact same place as it traveled through the wash.  In addition, our side cloth spins at over fifty rotations per minute and if it could make a ****, it would make a dashed line all the way down the car in a straight line, not in just one spot.  We have found that at this time of the year,removal of snow and ice by hand or by ice scraper is a common cause of scratches.  Another widespread cause of scratching is from the sand and salt that is blown up from the roadways. After reviewing these ****s at the time of the incident, it was determined that these were consistent with ****s caused by the removal of snow and ice with a scraper, brush, by hand or similar device. We therefore unfortunately must continue to deny the claim. 

  Customer response

  02/16/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  When I bought my car in December I had no scratches on my car I would not  not did I take a ice brush to my car other than the windows  those scratches were not on my car until I went to there car wash  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business response

  02/21/2024

  Unfortunately, there is a major difference of opinion here.

  Our analysis is based on facts regarding how many cars were washed on that day, that hour as well as the cars washed immediately before and after this wash. These marks also do not line up with anything that the brushes could have caused if there was such a malfunction. These marks are consistent with snow and ice removal whether it be by brush or by hand. We are a responsible company that stands behind its product and service, but in this case unfortunately we must deny responsibility and suggest she take this mater up with her insurance carrier. 

  Customer response

  02/22/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as was not done by brush nor by hand scratches were not there when cast was purchased in December but miraculously showed up after the car wash  

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  10/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went into the car wash and came out with steaks scratches all down my passenger side of my truck. This is so frustrating. Idk what went thru before me or why this harmed but only down my passenger side. Theres one of that side from the other day. If it helps.

  

  Business response

  10/26/2023

  We reached out to this customer by phone, and I believe email as well and left several messages. No response...

  We do not know the location, the date or the time of this incident and we are not aware of any complaint filed at our sites in the market that we believe this customer to be in. We have had no other complaints of marks on vehicles during this period and have washed thousands of vehicles. We would be happy to have our regional director *** meet with this customer to fill out an incident form and to review the vehicle. They just need to return our calls and or email.

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am send *** this complaint on my behalf and anyone else that *** have the same issue although I have no way of know*** who they are.For many years, I have been a customer of the ******************* in ******* **. Located at 2 ***************************(********** At Route 93)Dur*** that time I often purchased prepaid car wash tickets.Dur*** August of 2022 I visited the car wash only to find it closed but I happened to see long time owner and he informed me that his father had died and runn*** the business alone was burdensome.He volunteered and I did not ask but he told me that the new owners were Scrub a Dub Car Wash and it is located at **************************************************************. He also told me that the sale would be complete by September 1, 2022 and they would honor my prepaid carwash tickets.After September 1, 2022 I called the new owner and talked to a ************************** and he agreed to the facts detailed above and asked for time to settle one matters.Since that conversation every time (at least 5 or more times) Includ*** yesterday I have left a message but no return phone call.I am ask*** you to help recover approximately $250 in car wash tickets but more importantly obtain commitment from them to make segos effort to compensate all of Minute Mans customers since it would seem to me that they have the information to do so.Thank you for your consideration regard*** this matter.

  

  Business response

  10/18/2022

  Thank you for your comments.

  We understand that you have purchased approximately $250 worth of wash coupons from Minute Man Car Wash. You were correct that it was a father and son business and that the father passed away and the son decided that he no longer wanted to run the business. The son actually closed the business back in December of 2021. It was closed for 9 months until we purchased the assets of the company. (land, building and equipment of a non operational company) Unfortunately your purchases was made with the prior company that closed down well before we purchased their assets. You complaint should have been with the previous owner in the 9 month period from December 2021 until now to try and recover any payments made to them.

  We took possession of the land and building around September and are working on plans to demolish and rebuild the site to be a brand new ScrubaDub Car Wash with the latest technology. We will be investing millions of dollars to build a site that customers will love. We do not except to reopen this site for at least one year. Although we cannot give you any compensation for the purchase you made with the prior company, out of good will we would be happy to reach out to you when we open the new facility and provide you with some complementary washes at that time. **** did receive your message yesterday and has reach out to you today. (left a voice message) We look forward to you washing with us at this location in a year or so. 

  Customer response

  10/21/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  10/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Three days ago, after noticing hesitation in my car while the engine was switching gears, I took my car to a transmission repair place to be looked at. They said my car was about a gallon low on transmission fluid, and that I appeared to have a very slow leak in the lines... that it had been leaking for probably 9, 10 months. They said that what would have been an easy fix several months ago is now a $4000 transmission replacement because third gear has been damaged.Over the 14 months, I have had 5 oil changes at Scrub-A-Dub. At each one, they have claimed to have checked the fluid levels, and signed off on them. 14 months ago, June 2021, I had the transmission flushed there. In October 2021, April 2022, July 2022 and last on September 1, 2022, I had oil changes there. September 1 is less than a month before the transmission fluid was found to be a gallon low. October and April claim the transmission fluid was "checked". July and September claim it is a "sealed" system, which it is not. Scrub-A-Dub has been negligent in what they claim to be checking during an oil change and (besides wondering what else has not *actually* been checked) that has cost me thousands of dollars in a transmission replacement.

  

  Business response

  10/03/2022

  This complaint should be directed to SCRUB-A-************ and ***************** located in ********* ** and not ** ScrubaDub Auto Wash Centers located in ****** ** with sites in ***********. We are not affiliated with the ********* company and do not operate any oil change facilities. 

  The contact information of the SCRUB-A-DUB ********* company is 809 ****************************************************** 53214  ************** *******************************  https://scrubadub.biz/

  I assume there would be a way to file your BBB complaint with the correct company. We respectfully ask that this complaint be removed from our account. 

  Thanks

   

  Customer response

  10/03/2022

  Better Business Bureau:
  
  In reference to complaint #********, the BBB gave the incorrect business information for Scrub-A-Dub. The complaint does not concern the Scrub-A-Dub in ******, **. I will open a new complaint after finding the accurate business address on BBB.
  
  Regards,
  
  *********************

• Initial Complaint

  09/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/2/2021 I pulled into Scrub a dub car wash for what ended up costing me $1600.00. I went there just for an exterior car wash. I was convinced by the sales person to purchase the add on "interior Detail." Upon Exiting my vehicle i realized i had left my backpack inside. I turned around to retrieve it and I noticed one of the workers spraying a liquid through the interior parts of my car. Specifically he was aiming the device at my dashboard. Confused I asked him what he was doing to which he replied "I am santizing the vehicle because of CO-VID I watched in horror as the young workers were slamming my seats back and forth jump in and out of the vehicle (its a 2 door hatchback) and even leaning on it. They signaled my vehicle was done and as i walked forward towards the group I made contact with one of the workers and said "Thank You." to which he looked away from me and ignored me. I entered my vehicle noticing the surfaces were very damp i just wanted to leave. As i pulled out of the wash i noticed my brand new Alpine Ilx-207 multi media interface looked as if it was shut off which i figured one of the workers did by mistake while wiping down the interior. i checked all connections and realized that the liquid had penetrated the stereo and caused it to short circuit. I pulled back into ther car wash and asked to speak to the manager. I told him what happened and he asked to see my vehicle. Moments later him and the interior detail manager are unplugging fuses under neath my hood, cutting wires to the amps that control the unit, and who knows what else had i not stopped them. As I was filling out the incident report with ******* the worker who was spraying the liquid inside my vehicle came up to me and apologized for breaking my Stereo. ******* instructed me to take it to a car audio repair shop and have it diagnosed. Sure enough liquid was the culprit. Upon telling ******* of the findings he told me Scrub a dub is not liable for any damages.

  

  Business response

  09/28/2022

  Unfortunately our investigation indicated that we did nothing to cause the radio to stop working and therefore denied the claim.  We do not even know if it was working when the customer brought the vehicle in. Below is the comments on this case from the site manager who dealt with it directly. It is also important to note that this vehicle is 10 years old and the radio is an after market radio that according to the customer was installed recently. We advise all customers that we cannot be responsible for vehicles 10 year or old or modified *********** items. In this case he had an after market *********** radio that was installed when the vehicle was 9 or 10 years old. According to an independent diagnostic there was nothing wrong with the radio and water was not an issue. We have no idea whether the radio was working or not when it was brought in but we did the same interior cleaning process to this vehicle as we do to all vehicles and have never damaged a radio in the process. We have attached or disclaimer sign. 

  These are the comments from the manager who did the investigation.
  

  "I personally dealt with this gentleman.  The amps and subs were not the problem it was the radio.  I was with the customer and had my electric meter checking for power with him trying to help him out, till I said you have power that's as much as I can do.  He assumed we got it wet so he took out the radio or had someone do it and brought it back to us to "dry it"which we put a fan on it and then he demanded we put it back in.  I said we are not trained to put them back in and everyone is different. We did try with the customer but again reiterated this is not what we do so I had him there with me helping to take the responsibility away. The radio still didn't work so we said we would send him to get a diagnostic test because we still have no idea why it doesn't work nor do we know if it ever worked when it was in the garage. The diagnostic test back back saying that the radio was fine and nothing wrong with it, that's when he started saying we were jerking his seat back and forth and must of messed up a wire. (which I checked for power so it couldn't of been a broken wire).  Also he said he had a dash cam showing the second we sprayed water it hit the radio and it went out, so **** asked me to ask him to see the footage which he couldn't provide.  So **** said the diagnostic test said water was not the issue and the finial conclusion was still up in the air on why it wasn't working so we couldn't take responsibility for it because we don't know how it broke in the first place, but if he could provide the video we could take it further and we never heard from him again.He also stated that it was only put in "X" long ago and should be under warranty and that's why we thought we never heard from him again. He lives in ******* and that is where he got it all done , he said his boss paid for it as a bonus type of deal. I do have the video of us cleaning his car, it is 15min long so not sure if I can send it over email. Clearly no **** housing with the seats."

   

  Customer response

  10/11/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

   

  The reason I got the BBB involved in the first place is because of the lack of integrity and professionalism both of which shine through in their response. i will have all parties know that My vehicle is my number 1 prize possession and I can prove that with the receipts I keep for maintaining it and for anything I have had PROFESSIONALLY installed. I came into scrub a dub car wash with a working MMI (multi media interface) and because of negligence on the part of your staff I had to go out and buy another radio and I have the date and receipt for that too just in case someone wanted to imply that the stereo was already broken. Im not going to sit here and do he said she said. All I want is for scrub a sub car wash to take responsibility for their wrong doing.  

   

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business response

  10/12/2022

  Unfortunately we have to agree to disagree. We stand by our prior response in that with the vehicle over 10 years old, the radio a replacement not factory radio and us no knowing if it worked or did not when it was brought in, we cannot assume responsibility for this incident. Our team cleaned this vehicle the same as they clean all other vehicles. 

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  While getting my car washed, the back visor/brake light on the rear back window was broken off almost completely. I went into their after a few days later to look at video, but was shown nothing that indicated that they weren't liable for the damage. I reached back out via phone call and email to no avail. I'd like to be compensated for the damages to my vehicle and I want to pursue this legally as well. The person that I spoke with in person at this location is named ***** as well.

  Customer response

  09/07/2022

  I have not heard from the business in response to my complaint.

  

  Business response

  09/08/2022

  After looking more into this claim this is what we found.

   * The vehicle is approximately 14 years old  (2008 ***** CX-9) 
  * The rear visor on this SUV was dislodged in the first few feet into the car wash when the long hanging cloths (miter cloth) touched the rear of the vehicle. 
  * These cloths are about 6' long by 4" wide and drag over the roof and then fall on to the rear of the vehicle. Any pressure asserted is a result of gravity. 
  * There was no malfunction of this equipment and we washed hundreds of vehicles both before and after this incident.
  * We had video surveillance of this incident and showed it to the customer. 

  Our logical conclusion is that what ever clips hold this part onto the vehicle we ether rotted or had prior damage since the part was dislodged quite easily by nothing but the hanging cloth. We do our best but we cannot inspect or control the condition of vehicles that are brought to us. If we see something obvious we would either warn the customer or possible refuse to wash the vehicle. In this case there was nothing visible but we would have no idea if the rear of this vehicle had ever been repaired, worked on or if this was just old age. 
  

  We therefore post a sign at the entrance of our wash that is clearly visible to all customers. It reads "We are responsible except for: Any part of the car that is loose, rotted or previously damaged, Modified or non factory items, Antenna & Lowered vehicles, Vehicles 10 years or older."
  

  The reason we identify vehicles that are 10 years or older is that molding and clips on these vehicles do not last for ever and there is more likely to be an issue that is a result of the age of the vehicle and not our equipment. In this case the vehicle was 14 years old. For these reasons we will not be responsible for the incident with this vehicle. 

  Respectfully

  ScrubaDub 

  Customer response

  09/11/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  03/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'd like to file a case claim regarding my car was damaged in the car wash shop in ******, **. Attached is the incident report. It has been a week but no one contact me yet as the report said " I would be contacted within 3-5 business days".My car was first hit by the front car first when the driver is backing up, then my car was hit by the rear car again. There is enough time for the attendant to stop the belt before the second hit, and they did not monitor the site for safety reasons. And even worse, after the first hit, the employee did not stop the belt and let it continue! It is very obvious that they are neglect of duty. After the accident, the manager on site called ******** came, the first thing he said was not sorry, instead he said the first hit was the front car fault because he is on reverse, and then the second hit was my fault because I am on park. Excuse me but i want to ask if your car is hit, you are not supposed to stop the car but still let it go??? I did not want to argue with the manager ******** and ****** there because I think they are 1) not responsible ; 2) not being able to due diligence for the duty; 3) ignore the safety guidelines; 4) only want to deny responsibility after the incident.For the car wash shop, the business is liable for the safety and if they failed to do so, they are liable for the responsibilities for the damages.

  Customer response

  03/30/2022

  I have not heard from the business in response to my complaint.

  

  Business response

  03/31/2022

  We believe this issue is being resolved and we are actively working with *********** to get her vehicle repaired at no cost to her.  The unfortunate incident was a result of the customer in front of Ms **** who when leaving the car wash put their vehicle in reverse and backed into her car. This customer's was no longer in the process of being washed and she had full control and backed up instead of driving forward. We have full video of the incident and have shared this with all parties involved. We are working with *********** to facilitate a claim against the driver who backed into her. This is an unfortunate incident and we are doing what we canto help makes thing right...

• Initial Complaint

  07/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This was the first time I have used the services of ******** in ****** ****. I was looking to get the car washed and cleaned. A representative came over to discuss the options. First he started to cover everything in the world at which time I raised my voice and said how much for the wash & cleaning. He said today the cleaning was included, "he said this is your lucky day", I should have know something was not right! In any case I believe he said approximately $43.00. This included the **** for this time & ***** for next month. When I got the receipt it indicated that I had signed up for a monthly service contract. This was never told to me or shown. I don't mind paying for the one month but you can't cancel for two months and I tried to cancel today, went yesterday, and they won't allow canceling until the two months is up which means it will probable by three months!

  

  Business response

  07/07/2021

  We spoke to ************** yesterday and have resolved the issue to his satisfaction. 

  As this was his first visit to a brand new ScrubaDub location we understand it can be confusing. Our service attendant spent several minutes with ************** showing him both a laminated menu of services as well as a display on a touch screen terminal. Since this is a new site we are offering a moth of unlimited washes from only $9.99 for the first month and then a monthly reoccurring charge of between $18.99 - $42.99 per month depending on which wash packages was chosen. Because we discount the first month to only $9.99 our only requirement is that you must pay for at least one more month at the regular price. (1st month at $9.99, 2nd month at regular price of  $18.99 - $42.99) The customer can then cancel any time after the 2nd month. This is clearly written on all our documentation, signage and website. It is also on a contract that the customer is supposed to sign. ************** was handed the tablet with the terms and he apparently handed it back without signing. He did receive a receipt with the detailed terms. 

  That said, if ************* did not get what he wanted we were happy to make things right. We called him and were willing to do what ever he wanted from just letting him pay for the one wash or to putting him in a plan that was right for him. We ended up cancelling the unlimited wash plan he signed up for with no further charges. His only charge was for $9.99 for a Works wash that we sell for $19.00. So he received a $19.00 wash for $9.99. We certainly hope he liked the wash and will come back and wash with us again. We apologize for any confusion and hope that next time he would just call us and we would have been happy to make things right!.

   

• Initial Complaint

  06/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2017 ******** E400 Coupe and ScrubaDub Woburn severely damaged the center console as shown in the pictures. I noticed right away and asked one of the crew members who referred me to a manager who filled out the incident report and continuously apologized for the damage. The manager **** then called on Friday and stated due to the seat belt being clicked in, It is not their responsibility and the damage will not be covered. Bottom line is you own a business and should have trained employees to complete the task.The damage was not there when the car was taken by Scrub A Dub for cleaning but was there when the car was returned by Scrub A Dub. This being said, the damage occurred while in the hands of your employees.I am trying to address this with Scrub A Dub Corporate before going to the BBB, ****** and my attorney if necessary but will take these steps if this cannot be addressed as it should be through your insurance or otherwise funded to him for the needed repairs.

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