ComplaintsforWaterway Gas & Wash

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2014 Audi Q5 was damaged by the O'Fallon Waterway car wash on Sunday, June 18th. The rear driver's side bumper was pulled away from the fender and torn. Photos were taken by an employee (my photos are attached). I filed an incident report later that morning. Met with senior general manager of that location on 6/20 and he denied any responsibility. Filed complaint with Waterway later that day, was sent back to sr gen mgr, then escalated to managing partner of St. Louis market. The estimate for repair from a local body repair shop is $1893.28. The managing partner said he would pay for half the repair cost. Requested Waterway cover the full cost of repair and he declined.

  

  Business response

  07/03/2023

  Waterway Gas & Washs investigation concluded that we are not responsible for the damage to Mr. *****'s vehicle. 
  Waterway has been in contact and offered to cover half the cost of the repair as a courtesy, but was declined by Mr. *****.  If he would like to discuss his claim further, he may contact the Market Leader, **** *****. 

  Customer response

  07/06/2023

  Complaint: ********
  
  I am rejecting this response because:
  Waterway Gas & Wash is responsible for the damage to my vehicle.  Although Waterway disagrees, it should consider paying the full cost of repair, as a goodwill gesture.
  
  Sincerely,
  
  ******* *****

  

  Business response

  07/07/2023

  Waterway stands by its original response and offer presented as a gesture. If Mr. ***** would like to discuss this claim further, he may reach out to **** *****. 

  Customer response

  07/10/2023

  Complaint: ********
  
  Waterway's response is very unfortunate. They know how to reach me if they change their position.

• Initial Complaint

  05/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am a monthly Waterway ********** member and I am charged $35 a month. I have logged into my "online account," however, there isn't an active membership linked to my email, so I cannot pause/cancel. I have resorted to going to their site to contact them.I've filled out the online form, and have called their customer service number ************ which always goes to voicemail. I have left multiple messages, but not one message has been returned over the last 4+ weeks. This is alarming, and they appear to be running a monthly billing program that is nearly impossible to escape so that they can continue to collect monthly payments from members.

  

  Business response

  05/12/2023

  Dear Mr. ******************* were made aware of your BBB complaint regarding your ************** membership. 
  On May 11 at 11:00am, we received a submission through our website from you requesting to cancel your membership.  The cancellation was processed on May 11 at 1:21pm and a confirmation email was sent to the email address provided.  The Waterway customer service department received no other communication from you, through email or voicemail.  We are sorry to hear that you had difficulties logging into your online account.  If you need any future assistance with that, the customer service team is available Monday through Friday, 8:30am to 4:30pm at **************.   
  Thank you so much for your business and for allowing ** the opportunity to address your concerns.

  Customer response

  05/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Tuesday May 9, 2023 @ 8:39AM my wife took my 2021 Lexus IS 350 F-Sport to the Bainbridge location. She purchased the Express Shine ($14.00).After exiting the wash she noticed soap and dirt still on the car. She pulled up to one of the attendants and showed them the poor wash job.They told her that they dont dry cars for that particular wash. She said that she didnt want it dried but just wanted it clean. They said there is nothing that they could do.She asked to speak to the manager, which one of the young men said he is the manager, and he said there is nothing that they could do.She then informed them that we will never use their location ever again and would tell everyone she knows not to go there.Receipt info: Waterway Gas & Wash #** Car # ** 8 05/09/2023, 8:39AM, Shift 1 XPT1, Sale # ***********

  

  Business response

  05/10/2023

  We are sorry for the poor experience.  We were able to resolve this for you today with a positive outcome.  If you have any further concerns, please reach out to Waterway customer service. 

  Customer response

  05/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to the Waterway Car Wash in Kirkwood, MO> on 4/25/2023 at approx. 5:20PM. I paid for the express car wash and you stay in the car as the car is being washed. The car wash mechanism appeared to be running too fast and the sound inside the car told me the mechanism was really beating too hard on the car. One of the side mechanisms grabbed the drivers door mirror and ripped it off of the car. It appears that as the mechanism made the rotation it beat the heck out of my side mirror and tore it off. It continued to pound dents in my drivers door, passenger door and rear quarter panel. An incident report was made immediately. I have been unable to get anybody to take my call and tell me what to do. I went to a body shop today on my own to get an estimate and was told the first appt. available is in June. The car is not safe to drive as I cannot look out the drivers side and see when it is safe to change lanes. The business has the incident report as well as the pictures they took at the time the damage was done. I want my car repaired and cannot drive it in the condition it is in.

  

  Business response

  05/04/2023

  On April 25, following a wash at our Kirkwood location, the customer reported to the manager on duty that damage occurred to his vehicle which was allegedly caused by the wash.  It is standard practice for the manager on duty to take down the customer account for the General Manager to review at a later time.  When initially reported, the customer did not raise issues with the vehicle’s drivability.  Waterway had no other reports of damage at this location on this date, and no reports of any malfunctions with the wash equipment.  The location General Manager attempted to reach the customer over the next few days, without a return call, and finally connected on Tuesday, May 3, at which time an appointment to inspect the damage was requested.  The customer refused to allow him to examine the vehicle, threatened legal action, and then hung up on him.  Waterway has notified its third-party insurer of the claim and its insurer will be reaching out to the customer promptly. 
  

  Customer response

  05/05/2023

  Complaint: ********
  
  I am rejecting this response because:  This is an absolute lie.  The manager finally called me after one week and after numerous calls and emails to the business and even directly to the owner in Chesterfield.  ***** proceeded to tell me that the pictures his supervisor had taken “were poor but it looked like something was already damaged on the mirror that was ripped off my car”.  He then proceeded to tell me that with “that age of a car the exterior is worn and weathered already”.   At no point did he ask to do an actual inspection of the car. It is illegal and unsafe to drive the car as it is since they damaged my car (per the Kirkwood Police department).  This business caused thousands of dollars of damage to my vehicle and they could care less.  Shame on them for treating their local customer like this. 
  
  
  
  Sincerely,
  
  **** ****

  

  Business response

  05/05/2023

  Waterway stands by its original response.  Further, our third-party insurer contacted the customer, as promised.  The customer said to never contact him again and to work with his insurance company.  So, our insurer contacted the customer’s insurance company to begin the process of resolving this claim per his request. 

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am a paid monthly carwash member of Waterway. On 8/20/2022, my 2011 Lexus ES 350 was washed at Waterway ************** location, ********************************************************************************************************. During the wash, my rear driver side window switch was damaged by a wash technician employed by waterway. The damage was reported to the manager and a signed incident report was generated and given to me to obtain an estimate of damage. The technician caused $1370.00 worth of damage to my vehicle.After obtaining an official estimate of damage from ****************************, Waterway offered to pay 1/2 the cost of the damage out of the store operating funds. Waterway refused to provide their insurance information in order for me to file a damage claim and refused to provide the last name of their damage claims manager at their corporate office. I contacted the corporate office several times and found out the first name of the damage claims manager. His first name is ***. He had his store manager contact me on 9/12/2022. His name is ***********************. He is the same manager that acknowledged the damage done to my car by his technician. He stated Waterway would not provide insurance information to me to file a claim and the damage claims manager refused to speak with me.

  

  Business response

  09/14/2022

  Waterway Gas & Washs investigation concluded that we are not responsible for the damage to Mr. ****** vehicle. Waterway acknowledges a piece of the window switch wood grain applique broke off the vehicle during the finishing process.  However,Waterway is not responsible for pre-existing conditions such as loose applique as in this case.  The result is the effect, and not the cause. 
  
  Waterway has been in contact with ************** and offered to cover half the cost of replacing the part as a courtesy.  If he would like to discuss his claim further, he may contact the Market Leader for ********, *******************, as Waterway Corporate Support does not have a damage claims manager who makes decisions regarding claims, only an administrative processor. 

  Customer response

  09/14/2022

  Complaint: 18019362
  
  I am rejecting this response because:
  
  1. My vehicle had NO PRE-EXISTING existing damage, flaws, or defects prior to entering Waterway.

  2. The wash technician acknowledged that he was the cause of the damage. The was general manager, *********************** initiated, wrote, and approved the incident report taking responsibility for damaging my vehicle. No where in the report does it mention that my vehicle was damaged previous to the wash.

  3. No other area in the interior (including window arm rests, dashboard, door locks or any other wood grain trim area) of the entire car has any damage or flaws of this nature.
  
  Sincerely,
  
  ***********************

  Customer response

  10/05/2022

  10/05/2022: Mediator sent an email to the consumer requesting an update. [BR] BBB Complaint ******** has been resolved. Thank You for following up and stay safe. Sincerely,***********************.

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  09/08/2022 Town and country location, lamp and lantern village. My second visit there in my ******** ***********, and it was a very disappointing experience. They messed up both driver side wheels, looks like whoever pulled it in hit the Rail walls on the track of the carwash. I spoke to the GM there, and she said she would review cameras and tried to wax the damage away. She said she doesn’t think what happened was from the rail because it’s plastic and doesn’t reach that high. I told her the damage is in both wheels in the exact same spots all around the wheels on driver side meaning it did happen at the wash, and it makes sense because if it wasn’t plastic it would have ate through the metal but because it’s plastic it ate through the clear coat only. She still won’t admit, and I told her to pull the car in to see herself that the rail does go high up on the wheels because they’re performance wheels and tires, she wouldn’t do it even after I asked multiple times. She filled out a form and wanted to discuss with upper management even though she said she was the general manager there. She told me they will follow up in a couple of days, these wheels are $3000 and they messed up two. I’m very disappointed with how they handled the situation and will be canceling my circle membership. The general manager called me today 09/09/2022 and said let’s agree to disagree and was very rude and that they won’t be fixing my wheels since it’s not a factory color but powder coated. I need a solution to this ASAP, the wheels got damaged because of your carwash and it’s your responsibility to fix them. You damaged my property.

  

  Business response

  09/14/2022

  Waterway Gas & Wash’s investigation concluded that we are not responsible for the damage to *** ****’s vehicle. Waterway is not responsible for non-factory items such as after-market powder-coated wheels.  The result is the effect, and not the cause. Waterway has referenced on-site signage explaining customers are responsible for non-factory items, which is posted before entering the wash tunnel.
  
  Waterway has been in contact with *** ****.  If he would like to discuss his claim further, he may contact the Market Leader for St. Louis, **** *****.

• Initial Complaint

  08/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was a former customer of Waterway automatic car wash. Car wash has caused moderate damage to paint and made dents on vechicle. Car wash general manager was not helpful and dismissed my claim. I want my vechicle repaired. Contacted home office two times and district manager never contacted me. I want my vechicle damage and dents repaired. And a full refund of any washes for the months I was a customer.

  

  Business response

  08/18/2022

  Waterway Gas & Wash’s investigation concluded that we are not responsible for the damage to *** ********’s vehicle.  The damages claimed were present before entrance to the car wash, and video of *** ********’s vehicle prior to entrance to the wash supports this. The general manager reviewed the video with the customer. 
  
  Waterway has been in contact with *** ******** and will try to reach out again today.  If he would like to discuss his claim further, he may contact the Managing Partner for *********, **** *******.

• Initial Complaint

  03/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  change my plan after I paid for a plan for one year, the customer service said I use the plan to much even for an unlimted plan. they would not refund my money or give me what I paid for. crooked business.

  

  Business response

  03/14/2022

  Dear Mr. ********,

  We were made aware of your BBB complaint regarding your Clean Car Club membership.

  On March 1, you called and spoke to a customer service team member regarding your membership on the Acura TSX.  You expressed your unhappiness with the ending of a temporary membership benefit that allowed you a higher level of wash than other Express Shine members.  The team member advised you to upgrade to the Blue level so that you would receive the wash benefits you were wanting.  He provided a prorated amount to upgrade your membership level that day.  He also gave you the option to cancel, with a prorated refund for the remaining portion of the unused membership.  You decided to keep the membership without any changes. 

  As per our terms and conditions, Waterway reserves the right to change Club benefits without notice.  This information can be found on our website at *************  You must agree to these terms and conditions when you enroll in-store or online.  Our system requires acceptance before the purchase can be finalized.

  If you would like to cancel your membership, you may do so at any time.  We will prorate a refund for the remaining portion of your membership from last use, which as of this moment, is today at 8am at our ************ ***** location (as of March 14, 2022).  Please contact us at ***** ********, and we will be happy to assist you.

  Thank you so much for your business and allowing us the opportunity to address your concerns.

• Initial Complaint

  07/18/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  As of 7/5/21 I contacted customer support in regards to my membership being canceled, at which time customer service notified me It was infact not an active membership. Today at 12:04 they tried to charge my account for a monthly membership fee. I initially tried to cancel my membership via online login but unfortunately you can re activate a membership yet not cancel. They have a policy stating you must call or e mail customer service in which time I did.

  

  Business response

  07/27/2021

  Mr. **********,

  After further investigation, I have found the following:

  - The recurring charge for your membership subscription was scheduled for the 1st of every month.

  - On July 1, after attempting to process the payment, we received a "Declined" status from our payment processing provider, Authorize.net.  Please see attached.  It is a receipt showing the "Declined" status.

  - On July 5, our customer service team received both an email and voicemail from you demanding cancellation.  A team member responded on July 5 via email saying "Our records indicate that the membership was closed on 7/1/2021 due to the payment not processing."  

  - On July 18, our customer service team received another email from you indicating a charge was processed.  A team member responded on July 19 asking for a screenshot of the charge and amount, since our records did not match your claims.  You responded with a screenshot of an email Waterway sent you saying the charge declined and the membership subscription has been suspended.  That email encouraged you to reactivate.  See attached.

  - To date, we do not have record of a successful transaction in July 2021 for your membership subscription.  Because of that, the membership have been discontinued. 

  If you have documentation showing a transaction in July 2021 for membership, please forward to [email protected] and we will be happy to look into it for you.  

   

• Initial Complaint

  05/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Last August I took our car into Waterways in Kirkwood MO to have it washed. While the car was being washed the driver's side mirror was broken off. I brought this to the attention of the staff and I was told that I would have to speak with Steve (the Manager) and he would not be in until the following day. The next day I phoned and spoke with Steve. He told me to have the mirror fixed at the Ford Dealership down the road and to bring him back the paid invoice and he would have Waterways repay us. I had the mirror fixed and personally handed Steve the paid invoice within a week. At that time Steve told me he would submit it for payment and a check would be sent to us. The amount paid was about $100.00. Over the next five months I made several calls to Steve resulting in nothing more than him saying he would look into it. The last time I spoke with Steve he said he had lost the invoice and would have to get a new one from the Dealership. Almost 10 months have now passed and nothing!

  

  Business response

  05/28/2021

  The General Manager of the Kirkwood location, Steven *********, will contact the customer within 48 hours. 

  Customer response

  06/07/2021

  BBB,

  
  

  This complaint has been satisfactory resolved by Waterways Car wash. The Manager of the business (Steve) was prompt and pleasant in resolving this issue and I would like to thank the BBB for your help.

  
  

  **** *****

  
  
  

*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. ↩