ComplaintsforBlue Iguana Car Wash

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ive been trying to cancel my membership and there is no cancelation form (as ****** states) and there is no cancellation button/option . I tried to deactivate my tags and it states if I wish to cancel to cancel through managing plans. Please cancel my plan before I call the bank and write a bad review on your website about the cancellation process.

  

  Business response

  09/12/2024

  **************** - 

  We received your request/submission form at 2:12 am this morning.  We do not work overnight at any of our locations.  ****** handled this request, per your instructions, promptly when arriving onsite.  You were notified via email at around 8:25 am and were kind enough to call her and let her know you received the message.  For future reference, you can send a submission form, call ************ and leave a message and we will get back with you.  We request 7 days to process cancellation requests but it never takes us that long.  We appreciate the warning prior to going to social media but the submission form would have sufficed.  We wish you well and pray your day is amazing!  Thank you.   Blue Iguana Management

  Customer response

  09/12/2024

  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

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went through the Blue Iguana car wash on May 10th 2024. While I was vacuuming my car a worker brought my antenna (shark fin) to me and asked if it was mine.. yes it was. So I filed a claim. Said they would contact me in 72 hours.. they did not. I called and left several messages. I then went up there and talked to a lady on May 23rd 2024. She then proceeds to tell me they don't have to do anything..antennas aren't covered. So now my radio and GPS doesn't work and my antenna is torn off. This just doesn't seem right. I believe they should pay for the damages.

  

  Business response

  05/23/2024

  To Whom It ************* While the attendant does not have the authority to accept or decline a claim, they do know that throughout the property are signs stating what we are responsible for and what customers are responsible for. Antennas fall on the customer. Thousands of vehicles prior to this vehicle and thousands after have washed without incident. If your vehicle is a *** or ******** there are countless forums online of the manufacturers faulty equipment and installation that makes it weak. No wash is safe from those two manufacturers vehicles. We are not responsible for antennas. We do not like that the manufacturers build faulty vehicles making the more susceptible to rust, wind and erosion. 

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went through the carwash and when I came out the other end my tail light was missing. I filed out a complaint form there and was contacted by email. The management told me that they looked at a video of the incident and said that they were not at fault. 2023 Jeep Gladiator.

  

  Business response

  05/02/2024

  To Whom It May Concern: 

  As the customer enters the tunnel, they are given instructions - put the vehicle in neutral, hands off the wheel, feet off brakes and windshield wipers off.  We are not in care and control of the vehicle, we can only give instructions and hope that the customer will follow them.  In this instance, the customer is driving through the tunnel, thus throwing off the timing.  Hundreds of vehicles before this incident washed without issue and hundreds of vehicles after, also without issue.  Had the customer, as was explained by the location manager, followed the instructions given at the entrance, no issues would have taken place.  No matter what car wash company is used, if this were to have happened at *****, Mister or Take 5, the outcome would have been the same.  It is never, not ever our intention to send a customer away dissatisfied but we cannot control this situation and could not have done anything to prevent it.  

  Blue Iguana Management

  Customer response

  05/03/2024

  Complaint: 21657744
  
  I am rejecting this response because:
  
  I was not driving. The truck was in neutral and even stopped at one point.
  I would suggest the BBB request to view the video they claim to have. 

  
  Sincerely,
  
  *****************

  

  Business response

  05/06/2024

  To Whom It May Concern: Regardless of the rebuttal.  Our equipment did not fail.  Hundreds of vehicles prior and hundreds of vehicles after traversed the tunnel and its equipment without issue or concern.  This is our least favorite issue when customers are under the impression that we have failed them and caused damage.  That's why we take the time to review footage, as you were shown.  If you fail to follow the instructions given at the entrance, you throw timing off.  Our equipment was engaged to not touch the rear of the vehicle but when you drove away from the rollers, you threw timing causing the issue.  That's not a failure on our end.  We are not in care and control of your vehicle.  We can only give you the instructions to follow and hope that you'll do as asked.  We also do not appreciate you cursing out hourly high school attendants on an issue they have absolutely no control over.  None.  ********************** can request a copy of the footage for their claim.  What we are willing to share is the video of you cursing out a young man on our property who knew nothing of the incident and has no authority.  

  Blue Iguana Management

  Customer response

  05/06/2024

  Complaint: 21657744
  
  I am rejecting this response because: it contains false information.  The truck was in neutral and even came to a stop at one point. I would like the bbb to view the video they claim to have
  
  
  
  Sincerely,
  
  *****************

  Customer response

  08/16/2024

  08/16/2024 KH: I spoke with the consumer and he would like to move forward with like to move forward with mediation, and would like for the business to provide proof of the copy of the video that they are stating he did not have his car in neutral, which he states is not true.

  

  Business response

  08/16/2024

  08/16/2024 KH: I contacted the business, no response, I left a message on the vm.

  8/20/2024 KH: The business called back, I spoke with ********************* she stated that she sees this issue as being resolved.

                            The cameras were reviewed and the consumer is at fault, if the consumer wants to continue to pursue this issue,

                            he is more than welcome to file a claim with his insurance company and they would receive a copy of the proof that he was at fault.

  Customer response

  08/22/2024

  8/22/24 KH: I spoke with the consumer to inform him of what the business has stated. He did not agree with their response. Originally he says he wanted to continue with mediation, but as our conversation went on, and I continued to explain more of what the business was saying about his complaint, he changed his mind and said he wanted the complaint closed because we were not able to make the business go against their policies & procedures for situations such as his, he then starts to yell and curse at me, I advised him of it but he continued, I unfortunately had to disconnect the call prior to warning him.

• Initial Complaint

  04/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Ive been contacting this company for three weeks regarding the cancellation of my plan, I no longer need their services. Not only have they ignored my calls but charged me another month.

  Customer response

  04/14/2024

  I was contacted by a local rep that stated he canceled my membership and refunded last payment. 
  

  will update ticket when refund posts. 

  

  Business response

  05/01/2024

  This customer was called multiple times and when finally reached had his account cancelled and was refunded.  Not sure what the complaint is other than no one could reach him.  We have only one message from ************.  

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the automatic car wash at Blue Iguana on August 15 2023. As soon as I finished the car wash I got out and could see scratches all over my brand new 2023 **** Expedition. I spoke with an employee and they took photos of the damage and said they would have someone call me within 72 hours. Someone did call me and said they needed another 72 hours because they were having issues with the cameras. I have received one call on 9/3 on a Sunday not thinking it was a business related call on a weekend I didnt answer. They left me a voicemail and I have attempted to call that number back and their corporate office number numerous times with no response back. I have left many voicemails and nothing to date.

  

  Business response

  11/27/2023

  To Whom It May ******* - 

  Customers claim was denied due to inconsistency.  Our equipment doesn't rotate in the direction of the scratches the customer claimed we caused.  Our course is to evaluate the vehicles before ****************** and behind ****************** as well as images of the vehicle entering and exiting the tunnel and whether there was any equipment failure.  

  The damage claimed does not match the movement of our equipment. 

  No vehicles prior or behind the claimed vehicle had damage, showing that nothing would be malfunctioning that could have caused damage. 

  The equipment was operational, working properly.  

  We are not responsible. There's a thousand explanations for the damage the customer has on their vehicle but none are consistent with that of any car wash chain.  This would have shown up no matter which car wash chain she would have washed at.  They also wouldn't have been responsible.  

• Initial Complaint

  04/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have asked the workers there TWICE to cancel both of my memberships and they said they were. On sunday April the 9th, i was charged $24.98 AGAIN for my red ****** prius for card ending in ****. I then checked my other card ending in **** to see if they had charged my **** escape and sure enough, they took out payments for it for 2 months, in February and March. If they look, i never even used the car wash with my **** escape for those 2 months because i thought it had been cancelled. Absolutely ridiculous! I want my refund of $24.98 on my card ending in ****, and a refund of those 2 months that they charged my card ending in ****, and then make sure that BOTH of those cards are cancelled! Stop charging my cards!

  

  Business response

  04/24/2023

  This was our first notification that came in writing and was handled on 4/12 so we are not sure why this complaint is still open.  She was issued a refund and cancelled, per her request.  

  Customer response

  04/25/2023

  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

  11/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went though the car wash on 11/10 and it left scratches all over my vehicle, the day of the attendant told me he believed it happened at the time and would have the manager contact me within 72 hours…I contacted them and left a message and they contacted me on the 17 and told me they were not paying for the damages…I would like for them to fix the damage they caused

  

  Business response

  11/18/2022

  This claim was denied because the scratches are on the vehicle prior to washing as well as the inconsistency in how the equipment operates and where the scratches are located.  When a customer claims damage, we request a minimum of 72 hours to investigate.  We pull up every camera we have that highlights the vehicle from the moment they come on the property until they exit.  We look at the vehicles that washed prior as well as those after the alleged damaged vehicle.  We could have stopped with the vehicle investigation when we saw them on camera prior to washing but since this customer is a frequent customer, we went further and made sure nothing was in the equipment or that nothing was malfunctioning.  There were no other claims, no other damaged vehicles and the damage is present prior to the wash.  We really, truly hate that the scratches are on the vehicle, but it was not due to an issue with Blue Iguana equipment or any failure on our part.  It's unfortunate that the scratches are present prior to the wash.  We stand by our management teams' assessment, investigation and findings.  We spoke with the attendant, and he says he never told the customer that we caused the damage.  He is not authorized or educated to make that type of assessment.  

  Customer response

  11/18/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  There were no scratches before I went through the wash…. The site manager even saw my truck less than a week before this incident and there were no scratches then…I hand dry my truck quite often and the amount of scratches could only be caused by their equipment. 
  
  Sincerely,
  
  ***** *****

  

  Business response

  11/21/2022

  Let’s try to explain how the equipment works. Soft material is not capable of putting enough pressure on a vehicle to scratch it. If something were caught to the degree it might scratch the vehicles before and after would have suffered the same fate but did not. The direction of the scratches also do not match the direction of the soft material in the wash. It is not our intent to send this customer away with a damaged vehicle or any customer. We investigate thoroughly with cameras that cover the property entrance to exit. We see the scratches when you enter. No other vehicles before or after yours has damage. There was nothing caught on material before, during or after you washed. We sincerely would take ownership if we caused the damage. No equipment failed. 

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had went through their car wash on 13 October. There is not a crack or nothing in my windshield by the time when I got home and noticed that there was a little spot that I thought maybe it was just a hair the next day I wake up to find out it was too spider like lines or my windshield have been cracked. I contacted them immediately. My wife took the vehicle down there and they didn’t investigation, they determined that there was no way that their brushes caused our windshield to be cracked and then has even started to crack more due to the cold weather and I do not find this right because I know that there was nothing wrong with our windshield, something inside of the brush caused our windshield to crack and I feel like it is their full responsibility to replace this. I will never use this car wash again and I do not recommend it to anyone because it has also damage paint on my vehicle and this is pacifically the one I’m talking about is on ******** ********** ****** ** ****. I pass in *********** ********.

  

  Business response

  10/18/2022

  For the general public, the attached photos are the condition of the vehicle that entered our facility.  Photos and video show the broken windshield as the customer entered the tunnel.  Cameras throughout all Blue Iguana facilities are positioned in a way to allow us, customers and insurance companies to see what we see when we accept or deny claims.  This gentleman brought a previously wrecked vehicle to our facility and told the manager that during his trip through the wash, he heard nothing unusual or felt nothing out of the ordinary but still claimed we caused the damage.  It's amazing to us that customers bring their damage to us and expect us to pay.  I feel bad for those facilities not equipped to deny claims such as this and end up paying for something they had no part in.  *** ******, if there was a BBB for fraudulent activity, we would report you.  We will not accept responsibility for your previously wrecked vehicle.  
  Blue Iguana Management

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vintage car was damaged by a two different automatic brushes that were improperly calibrated to a standard size vehicle and I would like the parts replaced at the cost of the Blue Iguana Car Wash at **** ** ******** ** ************ *** *****. I have been awaiting a call and have been ignored with no call back for 3 weeks. I have been told that the "Site Manager" was not available and was promised by managers on two separate occasions that this "Site Manager" would return my call the next day and it never happened. The first horizontal brush violently ripped the driver's side wiper off breaking an important plastic hinge and the second vertical brush ripped the aluminum wheel trim from the driver's rear wheel well. I would like an immediate phone call from the business before I call my lawyer and let him handle the personal property damage claim.

  

  Business response

  08/26/2022

  To Whom It May Concern -

  Thank you for the opportunity to address this issue.  Our location's Assistant Manager, ***** had already spoken with you and even handed you a card with ******s number so you could return her phone call.  In case you had misplaced her number when she left it for you on your voicemail on the 13th.  *****, the Site Manager, did call this customer and left a message for him to call at his convenience.  He also stopped by the location and was handed a business card with ******s phone number and once again, asked to call at his convenience when no one could reach him. 

  Vehicles 10 years are older are not covered by Blue Iguana when there is an issue.  This is mentioned via signage prior to entering the wash tunnel.  Wear and tear on vehicles, especially where there is rust, means that no matter which wash you choose, there's always a potential for issues when the vehicle is older, that's why we puts signs up ahead of the entrance letting customers know in advance that we are not responsible for a vehicle with pre-existing issues.  

  Please see attached image.  

  Thank you.  

  Blue Iguana Management

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went through their car wash and their system damaged my car. They told me not to do anything with it until they contacted me. They didn't so I called them. When someone finally called me he said he had been the manager for 6 years, and I know that place has only been there a year. He of course came up with some kind of crazy story about hos it isn't their fault and that there was something wrong with my car.

  

  Business response

  07/25/2022

  To Whom It May Concern - 
  Our least favorite thing is when previously damaged vehicles come to our washes and we have to let them know we are not responsible for previously damaged vehicles.  The photos taken of the vehicle clearly show previous damage, the video clearly shows damage.  We cannot take responsibility for previously damaged vehicles.  The vehicle that entered behind yours had the basic same spoiler and had not issue washing.  We wash many vehicles daily without issue.  If there is previous damage, per the signage on the property, you are responsible for that damage.  The manager you are referencing has been with Blue Iguana for over 6 years.  We have other locations, not just Chestnut.  He attempted to show you what we saw that lead to results that you came in to view.  We cannot do anything about previously damaged vehicles.  

  
  At this point, we have asked that you not return to a location because you went vehicle to vehicle telling our customers that they shouldn't wash with us.  That's never ok.  We appreciate you're upset, as are we.  

  
  Blue Iguana Management

*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. ↩