Car Wash
Canton Car WashThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Canton Car Wash's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 26 total complaints in the last 3 years.
- 12 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/08/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My fiancee took my car to get a wash and after leaving he heard a rattling noise. He found the the handle to the tray under the drivers seat was broken. He immediately called back and spoke with the assistant manager *****. Soon after her returned and spoke with her(*****) who was very rude, unprofessional and dismissive. She stated that she knew they didn't bake the handle and that there was nothing they could do. She also was reluctant to give the full name of the general manager ( ***** ******). She instructed him to come back the following day and speak with him. After leaving we called the non emergency police number to get info about the damage property. We where instructed to call to have a officer to return back to the car wash when we return. The following day my fiancee returned with a officer to speak with the general manager and the he also was no help and dismissive with little customer service. This business seems to be lacking in customer service and property damage resolution.Business Response
Date: 06/10/2025
Thank you for bringing this matter to our attention. We take all customer concerns seriously and strive to provide a respectful and professional experience for everyone who visits our location.
We were able to review the situation with our management team.
The customer contacted us after a car wash to report a broken handle on the tray under the drivers seat. Our assistant manager, *****, invited the customer to return so she could inspect the issue. Upon his returnafter business hourshe showed the passenger side of the vehicle, which was not the area of concern. When ***** asked to inspect the drivers side, the customer allowed her to open the door but did not permit her to examine the broken piece.We reviewed video footage of the service and found no indication of any unusual activity or damage caused during the wash. When this was explained, the customer became upset and, according to our staff, used offensive and inappropriate language toward our assistant manager. Due to this behavior, he was asked to leave the property.
The following day, the customer returned with a police officer and spoke with our general manager. At that time, we again reviewed the situation and confirmed that no damage was observed during the service.
We regret that the customer feels dissatisfied with the outcome, but we must also ensure a safe and respectful environment for our staff. We are always open to resolving issues fairly and professionally, and we encourage all customers to communicate concerns in a constructive manner.
We recommend the customer reaching out to their insurance company for further resolution.
Customer Answer
Date: 06/13/2025
Complaint: 23439827
I am rejecting this response because:What you have stated left out accurate details of what really took place when the vehicle was brought back to the business. The general manager ****** lied. With the officer president, he was asked to inspect the damages. He stood there and did nothing. The damage property was not rectified. This company has had endless complaints of horrible customer service as well as the company not taking responsibility for damaging property.
Sincerely,
********** *****Business Response
Date: 06/16/2025
Thank you for your follow-up.
As previously stated, our management team reviewed the situation thoroughly, including video footage and in-person interactions. At no point did we observe any actions by our staff that would have caused damage to your vehicle.
We understand that you may disagree with our findings. However, based on the information available and our internal review, we have found no evidence that the damage occurred during your visit to our facility. As such, there is nothing further we can do in this matter.
We recommend that you contact your auto insurance provider to explore options for further resolution.
Initial Complaint
Date:06/08/2025
Type:Service or Repair IssuesStatus:UnresolvedMore 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.
Damage done on on interior of car,management not receptive of problem,very unprofessional and unresponsive, they were very dismissive of problem and didnt want to take any responsibility even if it was accidentalBusiness Response
Date: 06/16/2025
Thank you for bringing this matter to our attention. We take all customer concerns seriously and strive to provide a respectful and professional experience for everyone who visits our location.
We reviewed the situation with our management team.
The customer contacted us after a car wash to report a broken handle on the tray under the drivers seat. Our assistant manager, *****, invited the customer to return so she could inspect the issue. Upon his return, he showed the passenger side of the vehicle, which was not the area of concern. When ***** asked to inspect the drivers side, the customer allowed her to open the door but did not permit her to examine the broken piece.
We reviewed video footage of the service and found no indication of any unusual activity or damage caused during the wash. When this was explained, the customer became upset and used offensive and inappropriate language toward our assistant manager. Due to this behavior, he was asked to leave the property.
The following day, the customer returned with a police officer and spoke with our general manager. At that time, we again reviewed the situation and confirmed that no damage was observed during the service.
We regret that the customer feels dissatisfied with the outcome, but we must also ensure a safe and respectful environment for our staff. We are always open to resolving issues fairly and professionally, and we encourage all customers to communicate concerns in a constructive manner.
Thank you!Customer Answer
Date: 06/16/2025
Complaint: 23439075
I am rejecting this response because: for one they lied about the ** looked at the damage, he never even attempted to observe it, all he said was what did I want him to do sarcastically , police officer was present, and the ( ***** ******) manager proceeded to say email the company in which I did,..no response or accountability, look I understand accidents occur, but this here,the way these people were so dismissive of the whole account and they're unprofessional attitude is a problem, if there's another Avenue you suggest I should it will be taken,..I'm in the customer service field as well and if these two individuals worked for the company I work for they would've been fired.
Sincerely,
*** ******,Business Response
Date: 06/17/2025
We understand the customer remains dissatisfied, and we appreciate the opportunity to clarify our position.
As previously stated, the customer visited our location and later reported damage to a compartment handle under the drivers seat. Our assistant manager invited the customer to return so the issue could be reviewed. Upon return, the customer did not allow our team to fully inspect the reported damage. The following day, the customer returned with a police officer and spoke with our general manager. Although the customer states that the general manager did not inspect the damage, our team addressed the situation to the fullest extent possible given the circumstances.
At Canton Car Wash, we are committed to treating every customer with respect and professionalism, and we expect the same in return for our team members. Our Code of Conduct is built on mutual respect, open communication, and a safe environment for both customers and team members. We provided the Code of Conduct in the email which we responded to from the customer on June 10, 2025 at ******.
After reviewing video footage and internal records, we found no evidence that damage occurred during the service. As such, we have no basis to offer compensation. The customers membership has been canceled, and we have advised them to contact their auto insurance provider for further resolution.
At this time, there is nothing further we can do. We consider this matter closed.
Customer Answer
Date: 06/17/2025
Unbelievable, for one, there was never a membership at this place to be canceled only.second time there, and how can you video record something under a seat, if they can explain that or let us review video surveillance under seat I will be satisfied, if possible is there corporate contact info because the exaggeration of lies is unacceptable, of course someone will be upset speaking with these types of people ,if there's a human resources contact can that info be supplied in regards to this matterBusiness Response
Date: 06/17/2025
After a more thorough review, we discovered that the membership reference in our previous response was made in error. You do not have an active or past membership with us, and we apologize for the confusion.
Our review of the service confirmed that our team followed standard procedures during your visit.
At this time, there is nothing further we can do. We consider this matter closed. Thank you!
Customer Answer
Date: 06/18/2025
Complaint: 23439075
I am rejecting this response because:
I know, it just sounded good..but they will hearing from us soon ,this back and forth is worthless., especially with these types of people.
Sincerely,
*** ******Customer Answer
Date: 06/18/2025
The complaint in regards to what happened at this business was unacceptable and response should justify it,..I dont know what the BBB job consist of, but is your position is of a mediator, because I really dont have to make up anything as simple as this,..I called the business as I had left the premises, like 2 -3 minutes, have no reason to falsify anything of sort...its mainly of how it was handled,...but my next step is a civil legal matter now, thanks for whatever you do,because really it didnt accomplish anything of substance.Initial Complaint
Date:05/18/2025
Type:Billing IssuesStatus: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 went in person and canceled my membership on March 11, 2025. The young lady who helped me struggled and ultimately said she got it, and it was done. They kept charging me for April and May 2025. When I saw the charges and called, ultimately speaking with the account manager she told me that they train their staff well on how to cancel memberships, that they were not refunding any charges, and shed help me cancel NOW, but online not by her. I asked to speak with who she reports to and she wouldnt provide anyone elses information. She repeated herself about five times before preparing to hang up on me. When I went online to process the cancellation, it says customer not found. Im unable to cancel online, they charged me for two months after I went in person, and refused to provide a refund for their errors. Theres a pattern of this same thing on other websites, not properly canceling memberships. It almost feels like they are skimming funds from people and wont refund you. Yet they offer gift certificates for more car washes. I went to another car wash since going in person to cancel, believing that the staff person did the job she told me she did.Business Response
Date: 05/19/2025
According to our records and company policy, all membership cancellations must be submitted either through our website at **************************** or by emailing us directly at *****************************************************. This policy is clearly communicated to all staff and customers to ensure consistency and accountability.
When the customer later contacted our account manager, we again reiterated the cancellation process and offered assistance. However, the customer declined to follow the outlined steps and continued to behave in a hostile manner. We regret that the customer feels dissatisfied, but we must adhere to our established procedures to ensure fairness and accuracy for all members.
As the membership was not canceled through the appropriate channels, charges continued as scheduled. Given the circumstances and the time elapsed, we are unable to issue a refund. We recommend that the customer contact their bank to dispute the charges if they believe they were made in error.
We remain committed to providing quality service and clear communication and regret that this experience did not meet the customers expectations.Customer Answer
Date: 05/24/2025
The customer is being misleading and untruthful. Their Nottingham location advised me, when I started the membership and when I went in person, that the membership could be canceled at their locations and online. I went in person and the staff member advised me that my membership was canceled. The account manager insinuated that I was lying when telling her what I was informed to do. Attached is the error I received when trying to cancel online.
As a business owner, licensed professional, eldest child, mother, and wife, I take direction and follow through very well. I seek to know the policy to know how to adhere to it. If I make errors in my own business, I correct them. The be treated this way by a business is actually disgusting. They have no integrity. This case can be closed, as my bank has clawed back the two months I was charged and shouldnt have been. No while I couldnt cancel my membership, they have been banned by my bank for attempts to continue charging me. Its great to see that through my longstanding relationship with my bank, they believe me. Oddly enough, I told my husband what happened and he said something similar happened to him with the SAME car wash, before we started dating.
Initial Complaint
Date:04/20/2025
Type:Service or Repair IssuesStatus: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 paid for a full service interior clean which cost $194. Whatever products they used on the interior of the car caused noticeable damage to the interior panels causing it to look faded, and peeled. It looks like the products removed the finish on the panel. They refuse to admit that they caused the damage but I know the car interior did not look this way before I brought it there to be detailed. I am asking for at least a refund because the interior of my car looks pretty bad now and there isn't much I can do to really fix it. They told me to use armor all to fix it but that they didn't cause it.Business Response
Date: 04/23/2025
Our chemicals did not cause the scratches or damage to the interior hard surfaces. We use the same chemicals and follow the same process on other vehicles without any issues. Upon reviewing the photo, it is evident that the damage is due to wear and tear.
We recommend that you contact your insurance provider for further resolution, as there is nothing more we can do in this matter.Initial Complaint
Date:01/17/2025
Type:Product IssuesStatus: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.
Details of the incident provided in the attachement.Business Response
Date: 02/05/2025
The ** at this location indicated he thoroughly investigated the issue, but that you were very upset and there was an unwillingness to listen to the information he had. We understand you might not agree with our assessment and that this situation is extremely upsetting. We want to try and help as much as we can, but if there is no willingness to listen to what weve investigated it will be difficult for us to provide any meaningful assistance. Likewise, were more than willing to hear you out and understand your concerns.
-There is a TON of information online about this vehicle having the same or similar issues owith the battery and the car locking etc. Much of this information indicates a lack of willingness for dealerships to take responsibility or acknowledge the issue. We understand you are relaying on them for your information, but wed encourage to you to ****** 2024 ***** RX 500h battery issue and become better informed.
-We do shampoo vehicles seats as part of the interior detailing process. Water is used on the seat and there is absolutely no denying this on our end. This is stated in our description of the service and its what customers pay us to do. Weve done this same service with thousands of cars with no issues. If theres something different about this vehicle that prohibits this service, then we should have been informed or better, yet this service should not have selected. As a side note, it would be interesting to know if theres any public documentation stating that these seats cannot be shampooed. We have not found any, but regardless customers need to be informed of this on their own.
-As you know weve run a successful car wash operation for many years at this location and several others. We pride ourselves on being open and transparent with all of our customers. If one of our employees acted negligently, wed certainly hold them and us accountable. Our ** thoroughly reviewed the videos (we have a lot of cameras on site for this reason) and our staff completed the service as they should have and we found no one doing anything wrong. Its frustrating on our end that youve made claims that our staff has mishandled your vehicle. This is categorically untrue and its frustrating that youd make such a claim before reviewing the video yourself. Out of good faith were more than happy to share all video of the work done to your vehicle.Initial Complaint
Date:01/14/2025
Type:Service or Repair IssuesStatus: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 went to the canton car wash in ********** ******** on Saturday afternoon. We paid extra for the tire shine service. After coming out of the car wash for the exterior, I exited my vehicle to have my interior done. I could hear the air exiting my front passenger tire, which after approximately 2 minutes then went completely flat. A young gentleman could see that my tire valve stem had been broken. He even admitted that it had to have happened during the tire shine. A manager named ****** spoke with me, but tried to avoid the conversation saying that his English was poor. Good thing I speak Spanish. Once he realized that, his English miraculously improved. He kept stating most places their policy is but I didnt want to know most places. I wanted to know what their policy is when it comes to repairing the damage. He was dismissive and would not give me a corporate number or any other information. I do not live in the area, so when I contacted my insurances roadside assistance, they sent a tow. They stated it would not be advised to drive over 1 hr on the highway on a spare tire. I sat for 3hrs before the tow arrived. My wife had to also drive down to pick me up. We woke up early the next day to go to the shop and pay for the repairs to my vehicle. Once we had the invoice we called canton car wash again to speak with a manager about getting their insurance information and a contact number for corporate. We spoke with **** who was extremely dismissive and stated yeah thats not how this is going to go. It doesnt work like that. Well investigate it and get back to you. They clearly have been through this before and just want us to go away.Business Response
Date: 01/15/2025
The General Manager has thoroughly reviewed the footage and assessed the situation regarding your tire valve stem. We washed hundreds of cars, meaning thousands of tires went through our tunnel without incident. This indicates that there was likely a pre-existing issue with your vehicle.
As such, we are not accepting responsibility for the damage. We recommend that you contact your insurance company for further resolution, and they will then reach out to us if necessary.
Thank you for your understanding.Customer Answer
Date: 01/16/2025
Complaint: 22808575
I am rejecting this response because:my tired are less than a month old. I just had an inspection done of my vehicle where there is no damage to my car listed. Which I can prove. This was 100% the fault of canton car wash whether they will own up to it or not. Accountability does not seem to be within their vocabulary based on others similar experiences. I hope this one incident is worth the business youll lose. I have 2 clients who have already stated theyre canceling their memberships based on my experience alone.
Sincerely,
****** *****Business Response
Date: 01/21/2025
Unfortunately, there is is nothing else we can do at this time. We recommend that you contact your insurance company for further resolution, and they will then reach out to us if necessary.
Thank you for your understanding.Customer Answer
Date: 01/26/2025
They made no effort what so ever to actually help. They investigated their own wrong doing and to everyones surprise, they found themselves innocent. Their reasoning being that my car was the only one damaged that day. I am extremely unsatisfied. I will continue to spread the word online and in my community that they are not a safe company to do business with.Initial Complaint
Date:01/06/2025
Type:Service or Repair IssuesStatus: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.
The carwash automatic belt slammed my car into the car in front of me causing rear end damage to the car in front of me. Once I got through the carwash I noticed all 4 of my door handles were cracked from the machines in the wash hitting my car too hard. The manger on duty named *** stated the machine material is made out of nylon and wouldn't crack my door handles and that nobody else door handles were cracked and the carwash was not responsible for my damages. *** also stated the carwash was not responsible for the damage to the car in front of me because I entered the carwash above 1 mph when I only did what the sign says is put my car in neutral and take my foot off the brakes, even after I waited a few moments to enter the wash to let the car in front of me get ahead some distance the belt still pulled my car into the car in front of me. Once on the belt inside the carwash you have no control over your car and my car came in contact with the car in front of me twice throughout the wash.Business Response
Date: 01/07/2025
On the automated belt, as long as the vehicle is in neutral, the belt cannot move the vehicle into another as the vehicles are stationed. The only way a vehicle can be moved into another is if it is in drive or reverse, which suggests that the customer's vehicle was in drive. The camera footage shows the customer's vehicle entering the tunnel too quickly and bumping the car in front. The wash system is functioning perfectly, and there is no possibility that the wrap could crack the door handles.
As stated in the email thread with the customer, our managers make the final decision on damage claims. We recommend that you take the incident report to your insurance provider for further resolution. We apologize again for any frustration this may have caused and appreciate your understanding.
Customer Answer
Date: 01/07/2025
Complaint: 22771808
I am rejecting this response because:
Sincerely,
******* ******Business Response
Date: 01/13/2025
Thank you for the photos provided.
Our equipment is not capable of causing the type of damage described. The soft cloth material used in our machines is designed to be gentle on vehicles. The photos show scratches, not "cracks," and these scratches are located underneath the door handle, an area our equipment cannot reach.
As previously mentioned, our managers make the final decision on damage claims. Based on our investigation, we cannot accept responsibility for the damages to your vehicle. We recommend that you take the incident report to your insurance provider for further resolution.
Thank you for your understanding.Initial Complaint
Date:01/02/2025
Type:Service or Repair IssuesStatus: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.
During my visit, the following issues occurred:1.First Cleaning Attempt: Only the rubber floor mats were cleaned, leaving the rest of the car in unacceptable condition.2.Second Cleaning Attempt: After bringing these issues to the attention of the manager, I was assured the car would be properly cleaned. However, when the car was returned, it was in the same poor condition as the first time.Business Response
Date: 01/07/2025
Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience you experienced during your recent visit.
We understand that the first cleaning attempt did not meet your expectations, and despite assurances from our manager, the second attempt also fell short. We take such feedback seriously and are committed to improving our services.
We encourage customers to reach out to us directly at ***************************************************** for any issues, so we can address them promptly and work towards a satisfactory resolution.
Thank you for your understanding.Customer Answer
Date: 01/07/2025
Complaint: 22754759
I am rejecting this response because: I want my money refunded to me.
Sincerely,
******* ******Business Response
Date: 01/13/2025
Looking at the photos provided and the charge, I see that you purchased a $20 interior cleaning which is a basic dusting of the hard surfaces, wipe down leather seats (vacuum fabric seats), vacuuming, windows, and rims. The seats are fabric which means they would need shampooed. Shampooing is not offered in the $20 Full-Service cleaning. We offer a Full Interior Detail for $175 ( +$15 for Large Vehicles) which includes shampooing, stain removal, nooks, and crannies, etc. We attached a link if you decide to book this service online: **************************************************************.
Unfortunately, we cannot issue a refund for the service provided as it was completed as per the service description. We recommend considering the Full Interior Detail for a more comprehensive cleaning.
Customer Answer
Date: 01/14/2025
Complaint: 22754759
I am rejecting this response because: this was not a stain it was liquid that should have been wiped up. The car was not clean at all and that is why it was sent through twice.
Sincerely,
******* ******Initial Complaint
Date:11/08/2024
Type:Service or Repair IssuesStatus: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.
10/29 we went to Canton car wash in **********, ******** only to use the vacuum since we had a drink from ********* spill however, once youre in their line, you realize you cannot use just their vacuum. You have to do a car wash although I did not need one you must go through their car wash. literally a few days before I had paid for a detail hand car wash where I normally go, they said they will also attest that my car wasnt scratched up prior..but once youre in line, you cannot exit! , you are forced to use CCWs car wash. We go through the rough auto wash then as my ************ are drying the car & vacuuming We noticed spots/ scratches on the hood, sunroof,passenger side ************ that were NOT there prior to their car wash. soon as I noticed a worke comes out sprays a chemical that doesnt remove the spot/scratches it makes it worsethen he calls his manager manager, tries to tell me the car came in looking like that when I didnt agree then proceeds to tell me it washed away the clear coating, after showing me a grainy video of my car entering he wash that showed nothing I proceeded to show him 4k pictures I sent to my best friend a few days prior when I left my detail wash spot that clearly shows the hood without all of these scratches.. the manager said we could go through insurance or something. He was nice enough but I was beyond disappointed & frustrated so I left. I was out of town for the weekend and would address Monday but the next day I received an email that they ARE taking responsibility for the damages, that I can go through their vendors or their insurance. Once seen I replied but it was a no reply email..today I realized that it was a no reply email, replied to correct email for their vendors or their insurance i also sent a screenshot of their original ********** original response. I go to show my son & now their original email has been altered by them to say they are not taking responsibility. I also have a video of the incidentBusiness Response
Date: 11/08/2024
Thank you for bringing this matter to our attention. We sincerely apologize for any confusion regarding the incident report. After carefully reviewing the report and consulting with our management team, we discovered that an incorrect field was initially marked. The Manager Account of Incident clearly indicates that the scratches and damaged clear coat were visible on camera prior to entering the tunnel. The manager has since corrected the field and resubmitted the report, confirming that *** is not responsible.
Additionally, we have a sign at the entrance of the tunnel stating that we are not responsible for any prior damage.For your reference, we have attached the corrected incident report. We recommend that the customer presents this report to their insurance company for further resolution.
Initial Complaint
Date:10/15/2024
Type:Service or Repair IssuesStatus: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.
Saturday October 12th 8:15am. I entered the car wash hoping to get a great experience. They taped my back windshield wiper and I proceeded to enter the wash. The cameras show everything stayed in tact until my vehicle made it to the cleaning bay inside. The video shows they dried my window after getting a wash and hot wax. An employee cleaning the inside hit my back windshield wipers on. They continuously ran until another employee noticed the wipers was hanging pointing to the ground and broken. He ran to turn them off. They adjusted them well enough to look like nothing was wrong. Oddly enough I noticed my car was almost done then disappeared. A couple minutes go by and my car is being ran through the cleaning bay for a 2nd time. He stated it was to clean something else but I know it was to try and cover up what they broke. After watching the video you can clearly see the wipers on at first working perfect when she first hit the button. Then they get stuck, stop and fall the opposite way. They noticed the break and didnt mention a word to me upon leaving. I even simply asked for a refund and the regional manager refused in store. I emailed corporate and they also refused with a long statement I can provide. I filed a police report. This is a safety issue for my children that I now have to fix on my own. Im very disappointed in the customer service and how they handled the situation. It wont let me add the video of surveillance and what the manager ******* was saying to me but I have the response canton customer service said. The first 2 screen grabs are of the wiper working properly in upright position the last 2 s**** grabs are when the workers noticed it was hanging upside down and the one in the green ran to turn them off while the other readjusts.Business Response
Date: 10/15/2024
The Regional Manager indicated he noticed there was corrosion and a crack between where the s**** and the wiper blade connects, also the s**** was rusted. We feel confident this issue is due to prior damage to the wiper arm which is why the regional manager has refused the claim.
Ideally our team would have noticed the wiper being on and turned it off, but a wiper in good condition should not break even on dry glass. As the video we attached in the email to the customer explains, there is a common issue with this type of vehicle and how the metal expands and cracks the arm which is exactly what our Regional Manager saw as well. We recommend that the customer takes the incident report to their insurance company as there is nothing else we can do at this time.
We apologize if this was not thoroughly explained to you during your visit. Thank you!!Customer Answer
Date: 10/15/2024
Complaint: 22422158
I am rejecting this response because: I too can ****** information and I found that running a wiper on a dry window CAN cause your wiper to break. Theyre is no proof of corrosion or prior breakage before I entered the facility. There is proof in the surveillance video of the workers noticing my wiper was broken and didnt mention anything of it to me upon leaving. They also pulled my car around in the bay twice claiming they had to clean something else when my car wasnt that dirty to begin with. Ive never seen canton willingly pull a car around twice just to make sure it was clean. If anything they have left it dirty before and allowed me to pull off. Its crazy this is such a problem for a simple solution. It really shows you what kind of business these owners have and who they have running it. It is a safety hazard for me and my children that I cannot afford to fix. No one can prove there was a crack in that wiper before I came into the facility but I can prove there employees hit the button and ran it on a dry window causing it to break. Moral of the story. If I would have never came to this business I would still have a perfectly good working back windshield wiper!
Sincerely,
********** ********Customer Answer
Date: 10/15/2024
Also they said it was the arm that has the crack. That is wrong. The crack is where the wiper rotates and connects to the car under the plastic cap. It is impossible for that to break unless the wiper was ran on a dry window for too long. Whos to say they didnt crack it when they clearly in the video pushed the wiper from the broken position to where they thought it should be and I wouldnt notice.Business Response
Date: 10/16/2024
Customer can contact their insurance for further resolution and provide the incident report. The customer's insurance company will contact us for further information when they start their investigation. Unfortunately, there is nothing else we can do at this time.Customer Answer
Date: 10/22/2024
Canton car wash is still claiming it is not their fault. Ive told my insurance and everyone I had to but for such a simple fix is it really worth the hassle to go through? Unfortunately canton knows this and that is why they get away with it. The business needs to be investigated. So many bbb reports and bad reviews all with the same problem. At some point the state has to realize this is a ccw problem and its a huge issue. The place needs to be shut down until they can properly clean cars without damaging them. I went in on a beautiful morning with a great car and came out very disappointed with a broken car. Thank you ccw for being a very unreliable business with terrible customer service!!!
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