Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6-10-25 I went to the location in *********** to get a simple car wash. During the wash something flew into my windshield and cracked it. There is an impact **** in the middle of the crack. I came into the car wash with NO windshield damage not even a chip as I am very cautious about that. I have been a loyal customer since the car wash opened. I filed a report with ***** ***** the general manager. I spoke to him today and he said the car wash is not at fault and its my fault because I must have had previous damage. I can be seen on camera going in with no damage and coming out with damage. Reported it immediately while I was still at the location. I told him I would no longer support that business and he said okay. Did not try to reconcile the situation or keep me as a customer. I want my windshield replaced, I am understanding it was a freak accident but I did nothing wrong other than be at that car wash at that moment.

  

  Business Response

  Date: 06/17/2025

  As the temperature warm up, we do begin to see these things with windshields that have pre-existing damage.  If a hot windshield enters the car wash with a small **** in the windshield and is introduced to cold water, that small **** can spread into a crack. This is very common as the temperatures have been very warm recently. We deal with issues like these cyclically, just as we deal with dead batteries in the winter time due to cold weather. This is not anything that was done by the fault of the car wash as a pre-existing **** in the windshield will eventually spread. For this reason, we have disclaimers posted at the car wash entrance that explains that we are not responsible for windshield damage. Our wraps are made of a soft cloth material that will not crack a windshield.

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23476025
  
  I am rejecting this response because:
    I am smart enough to not go to a car wash with prior damage. A unknown object projectile hit my windshield.  Debris, nut, bolt I dont know. What I do know is I will never go to your business again. My windshield is exploded with with a point of impact in the middle of the damage and it only cost me a $17 car wash. You could at least offer to refund the car wash. Terrible customer service. 
  Sincerely,
  
  Talon *******

  

  Business Response

  Date: 06/18/2025

  I appreciate your response.  From experience, if something damages one car, it would damage the vehicle in front of or behind that same vehicle.  Again, our wash material will not damage or crack a windshield.

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23476025
  
  I am rejecting this response because:
    Agree to disagree. No one said your baby soft brushes broke my windshield. Something inside there did like a rock or a bolt or pine conestranger things have happened. You just dont want to take responsibility good for you. 
  Sincerely,
  
  Talon *******

• Initial Complaint

  Date:04/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday, 2-21-25 I came by riptide in their ***********, ** location to clean my vehicle and learned my card didnt go thru. Typical, as I keep my card locked. So I also wanted to add a vehicle to my plan. We went inside to add the vehicle and I provided my card to the staffer and she told me to pay through the website. I explained to her the fee doesnt typically come out until the next day and I dont keep my card unlocked. She said, it will be fine. On Saturday 2-22-25, I am out of town. My spouse and son go by to wash their cards and they tell them, the fee hasnt been paid. I try to figure something out. I go on the website and purchase a $100 gift card which was a special for $80 on Sunday 2-23-25. I tried to pay online with that and it doesnt accept gift card payments. I got by the spring lake location on Monday, 2-24-25. They tell me that member are not allowed to use gift cards on their accounts. I call customer service twice and they tell me they cant refund the gift card amount I must go back to the site. I do that and they say they cant. They actually do try to do it and they try to use it on my card. Now Im stuck with a $199 gift card I cant use. No one wants to refund my money. It would be acceptable if this was expressed on location, when you join and or on their website. It was posted no where at that time. I have tried my bank and because I agreed to the transaction, they wont refund it either.

  

  Business Response

  Date: 04/09/2025

  The gift card cannot be used as a form of payment.  However, if the customer has a current membership, I have a way to make it work on the back end. Feel free to reach out to me at ***********************************  

  
  Thank you,

  **** ******

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im filing this complaint against RipTide Car Wash (*********************** location) regarding repeated damage to my 2025 ****** Camry XSE and poor handling of the situation. I have a membership for 4 vehicles and use them for Turo rentals.On October 18, 2024, the passenger-side wing of my Camry XSE was cracked and lifted off its mount during a wash. I attempted repairs myself. On October 20, my husband and I requested that the tire shine feature be permanently disabled on all vehicles.On December 30, 2024, I returned for a wash. Due to crowding, I entered close behind another car. The right-side mechanism didnt retract, and I heard a cracking sound. Upon exiting, I discovered further wing damage. I reported it, but was told the tire shine wasnt turned off, which contradicts past visits and staff awareness.Then on March 14, 2025, after being reassured that my account had been switched to fleet and tire shine was disabled, I again was placed too close behind another vehicledespite repeated requests not to be. The passenger-side wing is now completely cracked and falling apart. The *** ******** took photos and said hed escalate it. However, I was later told the part is considered trim, and the issue would not be covered. This is incorrectits a standard factory part on all 2025 Camry *********** cost is approximately $850. Ive taken every precaution, followed protocol, and communicated with staff repeatedly. As a loyal paying member, I expect better service and accountability.Please contact me by phone or email. I have photos, estimates, and documentation ready.

  

  Business Response

  Date: 04/09/2025

  **** was correct. This is considered a piece of trim and unfortunately we cannot cover the cost.  This is clearly written and posted on our disclaimer signs prior to the wash entrance.

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23102880
  
  I am rejecting this response because:

  
  I am writing in response to Riptides continued claim that the wing on my Camry is considered trim and therefore not eligible for coverage. I must strongly disagree with this assessment. The wing is not an aftermarket accessoryit is a standard, built-in feature on all ****** Camry XSE models. Unlike other models, it is integrated into the body of the car and cannot be removed or altered without significant modification.
  
  It is incredibly disappointing that a company would refuse to take responsibility, particularly when I took every reasonable precaution to protect my vehicle. Your employees ignored those efforts, despite my clear communication and documentation. Notably, I had the tire shine option turned off on my account and explicitly requested additional spaceboth of which were disregarded. ****, who was present on the day the damage occurred, personally acknowledged that this should have been covered and witnessed the damage firsthand. If this decision to deny coverage did not come from him, then it raises serious concerns about the integrity of the internal process and the accuracy of the information being presented.
  
  Due to this experience, I am canceling my fleet membership effective immediately. Furthermore, I intend to pursue legal action to recover the damages caused by Riptides negligence and mishandling of this situation.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 04/10/2025

  Good afternoon.  We do have to be consistent in how we handle these situations and cannot deviate.  The wing is a fiberglass addition to the body of the car.  Therefore, we cannot cover the cost of replacing.  Thank you and have a great weekend.

• Initial Complaint

  Date:01/24/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to the car wash to get my car washed. The teller charge me for one car wash in said that I would be able to get a month free washes for free. However, he did not tell me that I would be charged the second month $29 for the car washes automatically coming off of my card. I feel that the company is fraudulently charging people. When I called and complained about it, the **************** person told me that I see should have looked at the receipt to see the recurring charge. I explained to him that I did not want to get the charge, and if they had an expressed to me that I would be charged. . I feel that the company is fraudulently charging people. When I called and complained about it, the **************** person told me that I see should have looked at the receipt to see the recurring charge. I explained to him that I did not want to get the charge, and if they had an expressed to me that I would be charged For continuing washes automatically. I wouldve said no on the spot. I feel that it was fraud in regards to the way that they did it.

  

  Business Response

  Date: 01/27/2024

  Hello and thank you ahead of time for taking the time to read this response.  We certainly understand ********************** frustration.  Upon purchasing the prepaid plan, the customer must acknowledge at the point of sale that they fully understand the purchase they are making is a recurring monthly plan.  This information is also noted on the receipt footer/trailer that the customer receives.  With the purchase of any prepaid plan, the opportunity to use the car wash is granted of a period of 30 days and therefore cannot be refunded, once purchased.  However, because we want our customers to get full use of their recurring memberships, we have extended ********************** plan for another 30 days period, free of charge.  I attempted to contact ****************** by phone and eventually through text message and left a message both times explaining all of the above in detail.  Thank you again for taking the time to read this and this concludes our statement on the matter.

• Initial Complaint

  Date:03/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Drove my car to the carwash for a one-time only carwash and was billed four successive monthly $34.99 charges for an "unlimited carwash subscription" for which I had no intention of subscribing.

  

  Business Response

  Date: 03/27/2023

  

  ***************************<************************************>	10:10 AM (23 minutes ago)
  to****************************************************,******

  hello, this is a response to a customer complaint **********...

  
  

  We offer unlimited wash clubs to our customers in addition to single wash purchases, the customer signed up for this plan which is a recurring monthly plan and is automatically charged on the same day every month. I believe the customer states that the never signed up for this plan which is not possible as we need his credit card to process payments. We have many touchpoints (signs) which state that this is PER MONTH, and I will attach photos to prove the point. In addition, the customer is greeted by an attendant who states this is a recurring plan and there is a electronic checkbox that the employee enters as he is explaining the process. Here is a list of "touchpoints" in regards to this being a monthly fee...

  
  

  1) we have two lighted menus stating the per month charges

  2) there is a welcome screen on our pay stations stating the per month charge

  3) we have another full menu, larger in size, that again states the per month charge

  4) there is a large 28' x 44' entrance "antenna" sign before the pay station area

  5) pay station toppers are located above each pay station

  6) each customer is given a handout explaining the service and how to cancel 

  7) the terms of service are listed at the bottom of each receipt after purchase 

  8) lastly, the service attendant makes the customer aware of the plan and that the customer may cancel at anytime in person or online

  
  

  
  

  I will send over some pics shortly...

• Initial Complaint

  Date:09/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to RipTide Car Wash at **** ************* **** ***** ******* ** ***** on July 2, 2022 for a simple car wash. An employee at the entrance to the car wash told me they were having a special for July. The price for unlimited car washes was normally $49.99 and their special was $34.99. I purchased the July special.
  
  Today, September 2, 2022, I noticed that a charge for $34.99 appeared on my credit card. Upon review, RipTide also charged my card $34.99 on August 1, 2022. RipTide made two unauthorized charges to my credit card, totaling $69.98.
  
  At no time did the RipTide employee say anything about them charging my credit card automatically and repeatedly. I NEVER agreed to having my card charged like this. I was making a single purchase. I visited the car wash in July only. I have not been there since.
  
  As consumers, we should not need to watch/monitor every company we happen to make a purchase. I hate to say it, but RipTide's actions here were unethical. I am disappointed and do not know if I will ever return to this business again.

  

  Business Response

  Date: 09/19/2022

  To whom it may concern:

   

  I am attaching a copy of the handout that each customer receives as they enter the facility to reference our current special.  The package that was purchased is a monthly reoccurring plan, as stated on the card (per month) and can be cancelled at any time.  The customer used our facility 3 times after purchasing the plan.  This reoccurring plan is prepaid and therefore can be, and was, used at any point during the 30 day period in which it is purchased for.  The customer, at any point, can cancel the plan as there is no contract that would lock the customer in to a certain amount of time (6 months, 1 year, 2 years, etc.).  On the back of the card, the customer is also given instructions on how to promptly cancel this reoccurring plan at any time by either visiting any of our facilities or by simply going online and cancelling the plan themselves.  We want to make it as easy as possible for our customers to activate/deactivate their plans as needed and even give them the option to suspend their plan if needed if they were to wish to put their plan on hold.

  
  Thank you,

  The Riptide Carwash

  
  

  
  

  
  

  
  

  
  

  **** ******

  The RipTide Car Wash