ComplaintsforDelta Sonic Car Wash

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Sale #*********** Received oil change and front/rear differential service on 2/6/2024. On 3/20/2024, the car failed while driving on the NYS Thruway and had to be towed to *********** ************ in West Seneca ($248 charge). *********** ************ determined that there was no front fluid in the front differential housing, which caused the front axle to complete shear. The estimated cost to replace the transmission is $6500. I told the mechanic that I had had the front differential serviced less than 700 miles previously, and asked whether there was any reason that the housing would be empty other than mechanic error. He said that that housing was in good shape, with no leaks, and that the only reason that it would be empty after having been serviced so recently was that the servicer had not replaced the fluid.

  

  Business response

  03/22/2024

  Thank you for contacting us.  It was reported that a claims representative reached out to you on 3/21/24 and advised we will taking care of repairs. 

  Customer response

  03/25/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Delta Sonic paid for most of the damage that they caused to my vehicle (new front CV axles, new transmission, new front differential assembly), although I was still responsible for $135.94 that they did not pay for.However, the mechanic that performed the work informed me that the plug for the casing of the rear differential fluid well was rusted into place, and there were no wrench marks indicating that anyone had ever tried to open the well to perform service. In his opinion, this meant that no one had ever even tried to change the fluid. Delta Sonic has stated on the phone to me that they had performed the work at the time that they charged me for it. This is clearly a lie. I am still looking for a full refund of the service that they said that they had provided, as it was not provided. They had previously stated over the phone that they would refund me, but I have not received this refund yet. I will accept a check for the full amount of the service or a refund to the card that was originally charged ($179.98 + tax). I also have not been reimbursed for the tow that was necessary because of the damage they caused ($285.12).   Regards, *** ********* 

  

  Business response

  03/29/2024

  Hello,  Can you please provide an invoice for the tow service?

  Customer response

  04/04/2024

  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. Tow service and outstanding balance at mechanic have been paid for, and refund for the service was received.
  
  Regards,
  
  *** *********
  
  
  
  
  

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the Delta Sonic on Orchard Park road on Monday January 22 around 2:30pm after a heavy snowfall in the days prior. While waiting in line a young male employee was going around cleaning snow and ice off of the top of cars. He came to my car and pulled large pieces of snow and ice off of the roof of my car. There were several loud alarming crashes as he cleaned off my car. I was surprised by this method being used to clear snow and ice as opposed to spraying with warm water. I proceeded through the car wash. After leaving the car wash I went to ******* and discovered my rear bumper had a large piece of chrome that was broken off and several large gouges in the paint where ice had damaged the finish. I filed a damage claim with delta sonic and obtained an estimate for the damage at a local collision shop ($1500). Delta Sonic is denying that they caused this damage stating that their car wash would not cause this damage. They completely ignore my statement that the damage was due to a worker cleaning the car off prior to the car wash. As a long standing Delta Sonic customer and super kiss unlimited member I am disgusted and insulted by this corporation. Take responsibility for damage that occurs as a result of carelessness of your workers. Just another big money corporation who doesn’t care about their customers, just their profits. I will be filing a case with small claims court.

  

  Business response

  03/13/2024

  Thank you for contacting us.  If you truly feel that your claim was not treated fairly, please contact us at ###-###-#### to set up an appointment with an Area Manager to inspect your vehicle at the location where you filed the claim.  Thank you.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the Delta Sonic on ***** Street in Erie, PA. I had my vehicle ‘detailed’ by the service department, specially: “ SUPER INTERIOR STEAMED & SANITIZED” & “ Touch Point Protection” were the services I had done. Having drove about a half way home, I noticed specks of sparkly material all over my steering wheel / hands, which made me realize that the guys who just ‘detailed’ my car damaged my car. The emblem on my steering wheel was shredded - a picture I happened to take of the interior of my car when I purchased it just barely 2 months ago & a picture of what my steering wheel now looks like, because of Delta Sonic. They also separated the cushion of my driver seat from the hard plastic that surrounds the bottom of it, which I am not sure if that’s permanent damage or not. Due to the hours / nature of my job, I have not yet been able to stop into the physical location to ‘file a complaint.’ I emailed Delta Sonic’s claims department and was ignored then directed back to the physical location. I’m not sure why this would have to be done in person, but also worried that if I don’t get to the physical location within a certain time period that my claim will not be heard - in that case, I want this documented permanently. I also can’t understand how this happened or HOW the service guys could think this is acceptable and furthermore ignore what they just did to my vehicle.

  

  Business response

  02/06/2024

  Hello ****,  Thank you for contacting us.  At your earliest convenience, please return to file a claim with the manager so that we may look into this.  Thank you.  

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I just recently purchased a 2024 ***** ****. Being that I have a new car, I dry my car myself after each time it goes through wash because of my past experience with my car being scratched. On 12/05/2023, I went through the car wash and after going through, I dried my own car, carefully inspecting for scratches. On this date, after drying my car, It was scratch free. On 12/08/2023 I stopped at Delta Sonic on Ridge Rd to run my car through wash and as per my usual I pulled forward to dry it. I started with the back where i noticed a long 2 foot scratch along top of my car. I then proceeded to dry my car where i found more scratches and patterned gouges along the passenger side door above windows and lighter patterned knicks along the same side but under windows. I also found numerous other scratches along the same side of car and 2 on front of my car. There were a couple lighter scratches on other side of car. I saw another customer drying his car, and I told him look at his car carefully as mine was scratched badly. He was waiting on manager because a piece of his car fell off in wash. When the manager came out to help him, I asked for assistance too and she sent me out another employee to take my complaint and to take pictures of my car. I filled out a detailed report. Less than week later I receive letter for Delta Sonic stating after review, they are not liable for damages. I then called and set up appt to meet with manager at that location. I met with manager and he told me that the damage was caused by a snowbrush. I showed him what I used to brush snow off my car. It's not a snow brush. He kept insisting it was from a snow brush. The damages are patterned gouges, that a snow brush could not have caused. The last time i cleared my car with snow was 11/29/2023. He did not want to listen to me. Corporate is offering me a buff which will not repair the gouged scratches. I will be filing a small claims after seeing dealership painter for cost of repair.

  

  Business response

  01/10/2024

  Thank you for contacting us.  We are very sorry to hear about the damage to your vehicle.  We have carefully re-evaluated your claim and have reviewed the inspection report from our Site Supervisor.  Our findings have reinforced our position that the damage to your vehicle is not consistent with our wash process.  When looking at the damage on your vehicle, it does not match up with the mechanical design of our equipment and the way it interacts with your vehicle during the wash process.  In most cases, if something that could damage your vehicle was in the wash, we would expect to see a pattern resembling the movement of our equipment as it engages the vehicle.  The damage to your vehicle does not have a similar pattern which tells us it was not caused by our wash process.  While we are sorry that you found this damage to your vehicle, we are unable to accept liability for the damage based on our findings.

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/06/2023, I went to Delta Sonic at 4983 Transit Road to get my oil changed as it was due. Before they could do anything, I was told by a Delta Sonic maintenance manager that they would not able to service my car due to a “oil filter housing” leak under my car and I would have to get it done at another mechanic shop. On 12/09/23, I went to ***** (**** **** *******, to get the "leak" looked at and my oil changed; however, they informed me that it was NOT the oil filter housing leaking, but my oil filter knob wasn't tightened all the way at my last oil change, which was done by Delta Sonic on Transit Road (In April 2023). Because the Delta Sonic neglected to ensure every knob touched was tightened all the way, oil leaked all under my car, resulting in me having to pay $629.51 to replace the CV axle. I have filed a claim but they told me they will not pay for damages due to lack of proof. Said oil could have leaked due to environmental causes, like a rock getting under and they never touched the axle during the oil change. But there's no proof of that either. They also tried to tell me I was past my mileage recommendation which could have cause this BUT failed to document that I indeed went to a delta sonic (1355 niagara falls blvd) back in september/october 2023 to get my oil changed but was told my oil was still clean and didn't have to get it changed for the next 200,000 miles so they gave me a new car mileage sticker and said i was "good to go". I do not have that car mileage sticker as proof anymore because it was taken off by ***** on 12/9/2023. - I would like Delta Sonic to apologize for their negligence and reimburse me for what I had to pay for repairs that were not in my control. I trusted their employees to do their job thoroughly and it was not met.

  

  Business response

  01/31/2024

  Customers oil change was done on April 13th 2023 at 146,217 miles. When she returned on 12/5/2023 at 151,896 miles, we refused service as the technicians saw something was leaking and the technician's working on the car were unsure of what was causing the leak. So, they refused service as they felt that something more extensive was wrong. With the customer's invoice from the mechanic at *****'s she took it to, and they did NOT state that the CV axel was leaking and needed to be replaced. Because this would have nothing to do with oil leaking on it. This component is exposed to all the outer elements, (ie, road dirt, snow, ice, and salt). This could just be normal wear and tear or the customer could have hit something or ran something over which would have caused the boot or axel to need to be broken and then replaced. Even with the notes that the oil filter was leaking when it came in for service, they did not mention that the CV axel needed to be replaced due to oil leaking on it. There are actually no notes as to why it needed to be replaced. Unfortunately, we must stick with our original decision and deny liability on this claim. 

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Saturday morning of November 4th 2023 at approximately 830am I took my fiancees car to Delta Sonic Car Wash. It was the location on Transit rd **** ******* ** to be exact. My fiancees car is a 2015 ****** *** * and white in color. I took the car through the car wash and realized once I got home that there was a fairly large chunk of paint missing off the hood of her car. There were no problems with the paint on the hood or the hood of the car itself before I went to the car wash. Once I left the car wash there was a huge chunk of paint missing. I filed a claim with Delta Sonic and they responded with a $75 gift card and a letter stating that it wasnt their fault and there was defect on the hood of my car prior to the incident. Long story short $75 isnt going to fix the hood of her car and I dont think a $20 car wash should result in me or her having to fix the hood of her car out of our own pockets.

  

  Business response

  12/15/2023

  Thank you for contacting us.  If you would like your claim re-evaluated, please contact us at ************** to schedule an appointment with our Area Manager to inspect your vehicle back at the location where you filed the claim.  Thank you.  

  Customer response

  12/19/2023

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

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday, November 20th we took our 2018 ******* ****** SE to get an oil change for $55.45 at Delta Sonic on Niagara Falls Blvd in Amherst NY. Prior to bringing our car in we had our car worked on by a local mechanic 3 weeks prior for engine coils and had our car fully checked out. We had no issues with our car. When the workers started to do the oil change at Delta Sonic they said that we had a leak due to a bad oil plug. They then proceeded to replace the oil plug and finish the oil change. The next day we discovered that our car was profusely leaking oil. We immediately took it to our normal mechanic and they discovered that the workers at Delta Sonic put the wrong size oil plug on our vehicle. When our mechanic tries to put on the correct size plug it would not tighten up all the way and he stated to go back to Delta Sonic as they had damaged our oil pan. When we went back to Delta Sonic we filed a claim and told them what our normal mechanic discovered they then denied the claim stating that they did not cause the damage to the oil pan; refusing to repair or pay for repairs. On the Delta Sonic receipt they stated there were no leaks. We then paid our mechanic $211.61 to replace our oil pan to stop the leak on November 30th. We also had to purchase $27.51 worth of oil until we could get the oil pan repaired as we were losing about a liter of oil every day and a half.

  

  Business response

  12/20/2023

  This correspondence serves to document the condition of Ms. ******'s 2018 ******* ****** during its recent visit to Delta Sonic for an oil change service.On November 11, 2023, Ms. ****** brought her vehicle to our facility for its first oil change service with Delta Sonic. Upon inspection by our trained technicians, it was observed that the oil drain plug was leaking prior to the commencement of the service. Ms. ******, astute in her awareness of her vehicle's condition, had already pointed out the existence of the leak to our technician.Further examination revealed that the skid plate was saturated due to the pre-existing oil leak. It is important to note that this condition was present before the commencement of our oil change service and is, therefore, considered pre-existing damage.Delta Sonic takes pride in providing thorough and transparent services to our customers. In instances where pre-existing conditions are identified, we strive to communicate such findings accurately to ensure transparency and customer satisfaction.Please do not hesitate to contact us if you require any additional information or clarification regarding the service performed on Ms. ******'s vehicle.

  Customer response

  12/20/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. When our car was brought in for an oil change I personally was not present. My husband was the one that was present. So it is impossible for me to have told the technician that I was aware of a leak already being present prior to them starting on the oil change. When the technician started on the oil change they stated that they saw there was a small leak and it was from the oil plug being bad. When they put a new oil plug on to fix the leak the technician did not put the correct size oil plug on which caused our oil pan to get stripped. With the oil pan stripped the small leak they discovered became a major leak with the oil pan completely damaged and unable to fit the correct size oil plug properly fit. The damage to the oil pan was not from previous work done, it was from the new oil plug they put on that did not fit our oil pan. Regards, ********* ******

  

  Business response

  01/29/2024

  A video review shows our tech notices the saturation to the skid plate prior to the service which indicates a pre-existing condition.  Video also shows the advisor brought this to your attention at the time it was noticed.  If you would like the opportunity to view this video, please contact us at ###-###-#### to schedule an appointment. 

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was an unlimited member and after my car came out of the interior clean I moved it out of the way and then started adjusting my seat and discovered the plastic handle used to move my seat was broken off and hidden under my seat. I went inside and was told they would submit my claim to corporate. After a couple days of not hearing anything I reached out to the claims dept who told me to get a repair estimate. I got an estimate from a ** dealership ( my car is a **) for about $80 and submitted it. Again, I heard nothing for days and when I called in again I was told an adjuster reviewed my claim and approved it for $30. I stated I was only comfortable with a ** dealership doing the work and they quoted $80. I was told there was nothing they could or would do and my car remains broken. I want my car fixed with no inconvenience to me at all.

  

  Business response

  11/16/2023

  Thank you for contacting us.  Attached, please find a copy of the approval that was sent to your repair facility on 9/25/23 for $83.53.  Thank you. 

  Customer response

  11/17/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Bill J***** ** states they never received this approval. I did not receive anything about it either so I do not believe this was their original resolution and that they are trying to cover up their ineptitude. I have been so incredibly inconvenienced and disrespected throughout this whole process that it is not enough to just produce an un-timestamped document claiming to have approved the repair which conveniently makes me look crazy for filing this BBB claim. If Delta can produce actual proof that this approval was communicated to me and the repair shop as they claim (time-stamped emails/faxes,etc) then I will accept this resolution and bring their approval letter to the dealership to get my car fixed. Otherwise, A fair settlement to me at this point looks like Delta Sonic arranging for my car to be picked up and repaired while I’m at work and then having it cleaned and returned to me the same day to avoid any further inconvenience to me. Regards, ******* *****

  

  Business response

  11/22/2023

  Hello, Attached, please find the fax transmittal confirming the approval was successfully sent on 9/25.  Thank you. 

• Initial Complaint

  11/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for delta sonic unlimited car wash it was 11.95 4 life that’s how they sold it now I looked at my account I pay 40 dollars a month they scammed me

  

  Business response

  12/06/2023

   Mr ********* has been a Member since 2011.   In May of 2011 he purchased a plan that had a price guaranteed for 1 year which was 12.99 per month plus tax. After which time the plan was subject to change.  In October of 2014 his plan did change to 19.99   While the records are no longer available.  We notify customers on our XPT screen, and it shows that he went through twice in the month prior to his plan changing.  Hi plan changed to 19.99 and stayed at that price until November of 2016, at which time it changed to 22.99 =tax.   In November 2017, Mr. *********** plan went to 24.99.   Shortly thereafter, the plan was cancelled we cannot see the reason why.  Mr ********* signed back u at 19.99 in February of 2018 at 19.99 for a special we were running at the time where it remained until  October of 2020.   In November of 2020 the plan changed to 22.99 = tax and remained at that price until November of 2021.  In November of 2021, Mr ********* took advantage of the promotion we were offering which upgraded him to our SK plus plan at no extra charge at that time, but which did have a higher regular rate it could change to (44.99)   In April of 2022, which is the last year we have complete database records of instead of line items, we have Mr ********* acknowledging his upcoming increase 4 times.   The depiction of one such even is below.   Note that in order for him to be able to go through the gate, the button has to be pressed which shows the screen was seen.  Mr ********** plan remained at 26.99 plus tax until June of 2022, when his card failed to charge, and he signed back into the plan at 26.99 plus tax.   It remained at 26.99 until March of 2023.  Mr ********* again acknowledged the price increase, and remained in the plan.   Note that we were on a new system at this time, so the internal notation is different, show in the following picture.  In June of 2023, Mr *********** plan again cancelled due to his credit card failing to charge.   He was signed back in with a partial months payment.   The digitally captured receipt which is part of our newer system is showed, which also shows that prices are subject to change and that he knew what the price was.  Mr ********* would have also received a receipt copy at that time. On November 1st of 2023 Mr ********* asked to cancel his plan, and was fully refunded his charge.   On November 10th he signed back into his plan and paid the 40.28  (36.99) plus tax.    We also have notes during his plan history that he asked for price changes, and plan prices were explained to him.   He had ample opportunity to cancel the plan if he did not agree with the pricing.   Mr ********* is still getting a discount, but he plan still may eventually change to the full price of 44.99.   All of our literature as well as our terms and conditions available on our website have always had some form of the language that all prices are subject to change. 

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Any car I've ever had,I've always had them washed & detailed at Delta Sonic. I've been a loyal customer for YEARS. I've never had any issues with with their detailing. On 9/22,I took it to **** ******** Avenue in Buffalo, NY. I've never been to this location before for detailing. When I went to pick it up,we reviewed the interior because that's what the service was for. I realized immediately that there were weird marks on my car&a noticeable dent/scratch on the hood. I called Delta Sonic&they told me to bring it in the next day because they had closed. I went back the next day&the supervisor acknowledged the damage but said that they couldn't fix it anymore because it was part of the paint. Not once was there an apology or an effort to make things right. He filed a claim for me&said I would get a text within 3-5 business days but most likely sooner. I waited to get a text until 10/3 but never got one so I called. I was transferred to the claims department where the representative was extremely rude from the start. It was obvious he was having a bad day&was irritated. He just kept reading a canned response of my claim being denied with no explanation that was specific to my car. When I tried to explain to him that there was damage to my car from that location that another location happily assisted me with,he completely ignored me. The damage was 2 part, 1st-weird water marks/spots&black stripes all over my car. The 2nd Delta Sonic location on *** ******* **, West Seneca, NY explained that what they did was run my car through the wash, let it dry in the sun&then wiped wax all over, sealing the water marks. The black stripes were just tire dressing that they happily wiped off. The 2nd part was the dent/scratch on the hood of the car. My car did not have any of these issues before bringing it in. I have contacted my insurance company for a claim and a copy of the videos and pictures they took. I'm just disappointed with the lack of customer support, care or concern.

  

  Business response

  10/05/2023

  We are sorry for any inconvenience you may have experienced.  We take great care to ensure important matters such as this are investigated properly.  After reviewing all the facts in your report, our findings have reinforced our position that our service could not have caused the damage in question.  Since it was reported that you have turned this matter over to your insurance carrier, please have them contact us so that we can assist them with their investigation. 

  Customer response

  10/11/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. When I entrust my car to a business, I should not have to jump through so many hoops for a resolution. Even after stating that part of the damages caused by errors made at the ******** location (watermarks) were fixed at the ****** location (which they gladly and quickly helped me with I might add), there still is no acknowledgement that there were any errors made with my car at the ******** location. How this is handled will determine if I ever do business here again because I can’t fathom the thought of going to a Delta Sonic again, having my car damaged with no hope of a proper resolve on their behalf.   Regards,  ***** *******

*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. ↩