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:09/28/2023

  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 September 8 2023 approximately 4:30 PM my car got stuck in Woody’s car, wash when a piece of machinery malfunction, holding my car in the car wash unable to move. I was instructed to drive through the car wash by the attendant resulting in damage to rim and in alignment being made to the back wheels I would like the rim replace it $600 and alignment $150 to make a car is a 2021 Honda Accord at the time and have 22,000 miles on it multiple attempts to resolve this issue or unsuccessful.

  Business Response

  Date: 10/04/2023

  October 4, 2023
  
  To whom it may concern,
  

  First and foremost, Woody's Express takes great pride in high level of customer service and wash quality we have provided to our clientele since our opening in 2005. On the very rare occasion that something does happen to a customer's vehicle where it is determined to be the fault of the wash, we immediately take ownership and make restitution to the impacted customer.  
  I would like to take a moment to break apart the defendant’s statement, he states: 
  

  “On September 08 2023 approximately 4:30 PM my car got stuck in Woody’s car, wash when a piece of machinery malfunction, holding my car in the car wash unable to move. I was instructed to drive through the car wash by the attendant resulting in damage to rim and in alignment being made to the back wheels I would like the rim replace it $600 and alignment $150 to make a car is a **** ***** ****** at the time and have 22000 miles on it multiple attempts to resolve the issue or unsuccessful.”
  

  Our response will include factual information and be accompanied by time stamped video of this specific incident. 
  First, my operations Manager did reach out to *** ***** on September 12th and there was no response. The reason for the delay from the September 08th (Friday) incident at his reported time of 4:30 PM is because I as the owner was out of state traveling. My operations manager wanted to wait until he could speak to the Team member involved and have adequate time to download and share with me video of the incident….so we could collectively better understand the event and what transpired. He followed back up with *** ***** on September 14
  

  Upon reaching him by phone. My operations manager had a pleasant conversation with *** *****. He sent him a video via text of him & his **** ***** ****** entering the express exterior wash. *** ***** (at the time) had a monthly membership pass for both his vehicle and that of his significant other, so he frequented the wash and should be very familiar with the wash process. The most important things a customer needs to do after entering the prep area (prior to the vehicle actually entering the wash) is to: place their car in neutral, foot removed from the brake and hands off of the steering wheel. *** ***** would have been very familiar with this process. It’s further reinforced by more than adequate signage in the prep area as well, listing these same steps.
  

  As you will see from the time stamped video (September 08 @ 4:16PM) footage, *** ***** vehicle enters the wash, being pushed along by the two orange Dollys/rollers on the conveyor, behind his drivers side rear wheel. The reason I say two is because from a safety perspective, if a customer was to ever apply the brakes or stop the vehicle by some other means, the first set of rollers are designed to go beneath the rear tire and then the second set of rollers will catch the rear tire, hence leaving the customer enough time to take corrective action and release their foot from the brake, make certain the vehicle is not in park…but in neutral as it should be etc…. Clearly, on this specific day, you can see his vehicle enters the wash, “all of a sudden” his rear wheels are no longer spinning, both the left rear drivers side tire being pushed by the roller and the right rear tire/wheel which is on concrete, both are locked up. This only happens when a vehicle is taken out of neutral (presumably by accident), the brake is applied, the vehicle is placed in park and/or the emergency brake is applied (again, presumably by accident). On occasion, we have customers that get distracted during some phase of the wash process (on their cell phone, are cleaning the inside of the vehicle during the wash process etc etc. and mistakenly do something from within the vehicle that stops the car from moving forward. There is no mechanically possible way for the roller and/or conveyor to cause this to occur. Our conveyor style system is used throughout (is standard) within the car wash industry. That said, *** ***** never takes any corrective action to release the wheels to allow them to start in a spinning motion again……..hence the vehicle stays in a “parked like position”. As a result of his failure to follow instructions and keep is vehicle in neutral and freely flowing forward, his vehicle is subsequently pushed into our tire brush which has multiple large rubber rollers connected to it. The rollers are used as a means of automatically adjusting the brush to conform to multiple/various vehicle makes/models and body styles. Due to the force of his stopped vehicle being pushed into the tire machine, his wheel got hung up. This NEVER EVER happens and NEVER should happen………assuming a vehicle is free flowing and not stopped. You will see video footage of a vehicle entering 
  the wash just prior to *** ***** Honda Accord……This is the manner in which every vehicle should naturally go through the wash. 
  

  In conclusion, we wash 1000’s of vehicles each month of the year without incident. Again, as stated in my opening, if the wash is responsible for any vehicle damage at any time, we always step up to the plate and remedy the situation. In this case, due to *** ***** actions/inactions, the wash is not at fault. *** ***** had initially (in a phone conversation) requested that we repaint this specific rim and his other three rims at a cost of approximately $600….a quote he stated he received from “The Wheel Doctor” or some similar name. So at the time he stated this, he must have been aware that the wheel could easily be repaired. Now, in his complaint to the BBB he’s requesting a new rim. We recognize that *** ***** has been a long-time customer and we do value his business, even though he has subsequently cancelled both monthly memberships. As a gesture of courtesy only and as an opportunity to earn his repeat business, we will be more than happy to offer him $150 to assist in paying to have this wheel repainted. We feel that we are stepping up to assist in a situation where we have no fault. We hope *** ***** will accept our offer and that we can once again start washing his vehicles again. 
  
  Thank you, 
  
  Lawrence W*******
  Owner
  

  PS: Due to the length/file size and file type of some of the video, it may not be possible to upload some or all of it to your portal. Please let me know the best manner in which to send it to you for your review.
  

  
  

  Business Response

  Date: 10/04/2023

  October 4, 2023
  
  To whom it may concern,
  

  First and foremost, Woody's Express takes great pride in high level of customer service and wash quality we have provided to our clientele since our opening in 2005. On the very rare occasion that something does happen to a customer's vehicle where it is determined to be the fault of the wash, we immediately take ownership and make restitution to the impacted customer.  
  I would like to take a moment to break apart the defendant’s statement, he states: 
  

  “On September 08 2023 approximately 4:30 PM my car got stuck in Woody’s car, wash when a piece of machinery malfunction, holding my car in the car wash unable to move. I was instructed to drive through the car wash by the attendant resulting in damage to rim and in alignment being made to the back wheels I would like the rim replace it $600 and alignment $150 to make a car is a 2021 Honda Accord at the time and have 22000 miles on it multiple attempts to resolve the issue or unsuccessful.”
  

  Our response will include factual information and be accompanied by time stamped video of this specific incident. 
  First, my operations Manager did reach out to Mr. ***** on September 12th and there was no response. The reason for the delay from the September 08th (Friday) incident at his reported time of 4:30 PM is because I as the owner was out of state traveling. My operations manager wanted to wait until he could speak to the Team member involved and have adequate time to download and share with me video of the incident….so we could collectively better understand the event and what transpired. He followed back up with Mr* ***** on September 14
  

  Upon reaching him by phone. My operations manager had a pleasant conversation with Mr. ****** He sent him a video via text of him & his 2021 Honda Accord entering the express exterior wash. Mr* ***** (at the time) had a monthly membership pass for both his vehicle and that of his significant other, so he frequented the wash and should be very familiar with the wash process. The most important things a customer needs to do after entering the prep area (prior to the vehicle actually entering the wash) is to: place their car in neutral, foot removed from the brake and hands off of the steering wheel. Mr* ***** would have been very familiar with this process. It’s further reinforced by more than adequate signage in the prep area as well, listing these same steps.
  

  As you will see from the time stamped video (September 08 @ 4:16PM) footage, Mr* ***** vehicle enters the wash, being pushed along by the two orange Dollys/rollers on the conveyor, behind his drivers side rear wheel. The reason I say two is because from a safety perspective, if a customer was to ever apply the brakes or stop the vehicle by some other means, the first set of rollers are designed to go beneath the rear tire and then the second set of rollers will catch the rear tire, hence leaving the customer enough time to take corrective action and release their foot from the brake, make certain the vehicle is not in park…but in neutral as it should be etc…. Clearly, on this specific day, you can see his vehicle enters the wash, “all of a sudden” his rear wheels are no longer spinning, both the left rear drivers side tire being pushed by the roller and the right rear tire/wheel which is on concrete, both are locked up. This only happens when a vehicle is taken out of neutral (presumably by accident), the brake is applied, the vehicle is placed in park and/or the emergency brake is applied (again, presumably by accident). On occasion, we have customers that get distracted during some phase of the wash process (on their cell phone, are cleaning the inside of the vehicle during the wash process etc etc. and mistakenly do something from within the vehicle that stops the car from moving forward. There is no mechanically possible way for the roller and/or conveyor to cause this to occur. Our conveyor style system is used throughout (is standard) within the car wash industry. That said, Mr* ***** never takes any corrective action to release the wheels to allow them to start in a spinning motion again……..hence the vehicle stays in a “parked like position”. As a result of his failure to follow instructions and keep is vehicle in neutral and freely flowing forward, his vehicle is subsequently pushed into our tire brush which has multiple large rubber rollers connected to it. The rollers are used as a means of automatically adjusting the brush to conform to multiple/various vehicle makes/models and body styles. Due to the force of his stopped vehicle being pushed into the tire machine, his wheel got hung up. This NEVER EVER happens and NEVER should happen………assuming a vehicle is free flowing and not stopped. You will see video footage of a vehicle entering 
  the wash just prior to Mr* ***** Honda Accord……This is the manner in which every vehicle should naturally go through the wash. 
  

  In conclusion, we wash 1000’s of vehicles each month of the year without incident. Again, as stated in my opening, if the wash is responsible for any vehicle damage at any time, we always step up to the plate and remedy the situation. In this case, due to Mr* ***** actions/inactions, the wash is not at fault. Mr* ***** had initially (in a phone conversation) requested that we repaint this specific rim and his other three rims at a cost of approximately $600….a quote he stated he received from “The Wheel Doctor” or some similar name. So at the time he stated this, he must have been aware that the wheel could easily be repaired. Now, in his complaint to the BBB he’s requesting a new rim. We recognize that Mr* ***** has been a long-time customer and we do value his business, even though he has subsequently cancelled both monthly memberships. As a gesture of courtesy only and as an opportunity to earn his repeat business, we will be more than happy to offer him $150 to assist in paying to have this wheel repainted. We feel that we are stepping up to assist in a situation where we have no fault. We hope Mr* ***** will accept our offer and that we can once again start washing his vehicles again. 
  
  Thank you, 
  
  Lawrence W*******
  Owner
  

  PS: Due to the length/file size and file type of some of the video, it may not be possible to upload some or all of it to your portal. Please let me know the best manner in which to send it to you for your review.
  

  
  

  Customer Answer

  Date: 10/06/2023

  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, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ******* *****

  BBB COMPLAINT
  IN REGARDS TO MY COMPLAINT AGAINST WOODYS CAR WASH, I’D LIKE TO FIRST SAY THAT I, IN NO WAY PUT MY FOOT ON THE BRAKE NOR DID I KNOCK THE CAR OUT OF GEAR. THE MACHINE MALFUNCTIONED AND  AS A RESULT MY RIM WAS DAMAGED. 
  THE COMPLAINT WAS MADE TO THE BBB BECAUSE I FELT THAT I WAS NOT GETTING THE ATTENTION I DESERVED AS A REPEAT CUSTOMER WHO PATRONIZED YOUR BUSINESS WITH NOT ONE BUT TWO OF MY CARS. WOULD ALSO FROM TIME TO TIME BRING MY DAUGHTERS CAR AND MY GRANDSONS CAR THERE AS WELL.  AFTERWARDS TO GET AHEAD OF THE SITUATION,  I CALLED AROUND TO  SEE WHAT THE DAMAGE WAS AND GAVE YOU TWO OPTIONS. HOWEVER, AFTER THINKING ABOUT IT, I DON’T WANT PAINTED RIMS ON MY CAR . I WANT THE RIMS THAT CAME WITH THE CAR WHEN I PURCHASED IT TWO YRS AGO TO REPLACE IT IS $600. 
  I’M SURE YOUR INSURANCE CO. CAN COVER THAT.  I DON’T THINK ITS TOO MUCH TO ASK. ALSO, AT THE TIME I DIDN’T REALIZE IT HAD ALSO MISALIGNED MY CAR, SO THAT WAS AN ADDITIONAL $140. AGAIN, I DON’T THINK THATS TOO MUCH TO ASK, SEEING AS I WAS A VERY LOYAL CUSTOMER. $150. IS A SLAP IN THE FACE AND I DECLINE.
  SINCERELY 
  ******* *****
  
  

  Business Response

  Date: 10/12/2023

  Good evening *****,
  
  I left a voicemail for you 
  approximately at 4 PM regarding (case #********). I went back and found
  additional video footage of *** ***** vehicle in the prep area of the
  wash…..this is the area where we spray the vehicle down prior to ordering the
  roller up to pull the vehicle into and through the express tunnel.
  Please find this video (dated 10-12-23 as videos #1 and #2) attached for your
  review and for upload to the portal site. Once again the file type and size is
  not condussive to uploading it within the portal on my side
  
  In viewing  this
  additional video footage, you can clearly see that *** ***** has his vehicle
  in park or has the parking brake on soon after he pulls into the prep area and
  stops his vehicle to be sprayed down. As the roller first touches the rear
  drivers wheel. The vehicle never comes out of ‘it’s parked state” so the wheels
  can move freely as it’s being pushed into and through the tunnel. *** ***** is
  an experienced wash customer and knows from the many times he’s previously
  visited that his vehicle must be in neutral, foot off the brake and hands off
  the wheel. In addition, there is permanently mounted  signage in the prep area that acts as a
  reminder for first timers as well as veteran washers like *** ***** of these
  instructions. So many drivers pull onto the conveyor in the prep area and then
  are distracted by something else going on within the vehicle or perhaps a phone
  call etc…..
  
  In closing, I understand that *** ***** is not happy with
  the outcome, but in this situation, he is 100% at fault. The previous and
  current video footage accurately depicts what transpired! The rollers actually
  have to push every  vehicle  from the rear left drivers wheel, starting in
  the prep area….and long before any vehicle even enters the tunnel.
  
  Thank you again for your assistance in helping to upload
  this video footage. I will do my best to copy this email and post it in the
  portal. 
  
  Regards,
  
  Lawrence W*******

  Customer Answer

  Date: 10/14/2023

  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, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ******* *****
  

  Customer Answer

  Date: 10/16/2023

  To Whom this Concerns
  Referring to the video you provided where I supposedly put on the brakes, it is CLEAR that the brake lights never came on. It is also CLEAR that you are not gonna take responsibility for the damage your faulty machine caused my car. It is also CLEAR that you care nothing about loyal customers, because if you did you wouldn’t be blaming them and this matter would have already been taken care of. So..what I’ll make CLEAR is that I’ll see you in court. 

  Business Response

  Date: 10/20/2023

   

  Good evening BBB, ***** and *** *****, 

  Let me first state that I attempted to attach two additional videos to my response dated 10-12-23, but the videos would not upload into the portal. I have been in touch with the BBB several times to try and get these uploaded as either the file size and/or file type is preventing the upload. The BBB is in possession of both videos and hopefully they can be re-uploaded on Monday into the portal. Another attempt was made two days ago by the BBB....but they didn't upload. *** *****, I would recommend you take a moment to review both videos. Each depicts your vehicle just having pulled into the prep area....long before the car actually enters the tunnel. The videos show your rear tires (both) locked up as the roller first touches your rear tire. Your rear wheels never freely spin from the time the roller touches your vehicle until the time your car ...approximately 20' later is in the tunnel and interacts with my wheel brush. I have more video available of other vehicles entering  the tunnel with no issue and their wheels freely spinning. In all cases, there was no adverse interaction with the tire brush. Vehicles are not meant to be dragged into the tunnel. I do understand that sometimes customers get pre-occupied and accidently forget to place and/or keep their vehicle in neutral......

  I would ask that the BBB please locate the emails I have sent with the two additional videos titled "Additional Video Footage in Prep Area - Prior to car entering into the tunnel...#1 and #2 and reattempt the upload of both videos. If this is not possible for some reason, I will gladly send them to you on a thumb drive. 

  Below was my subsequent attempted response on 10-15-23 .......that did not post because of the same video upload issue. 

  A
  quick note to acknowledge that I saw *** ****** last posting of 10/14/23
  stating that he still does not accept responsibility for his vehicle not being
  in neutral and being dragged into the car wash. Unfortunately, per your portal,
  it states that no further response is required from me. However, I would like
  to state that I can provide additional video footage (if needed) showing
  the vehicle before his going through the wash with no issue and I’m sure I
  can find a video of the vehicle after his as well….. again in both cases
  without any issues.  No vehicle can go through an exterior express
  wash (anywhere) without both rear wheels freely spinning from the outset
  of the wash all the way through to the exit end. This is what caused *** ****** issue. We have had no other customer complaints on the day of his wash,
  prior to or subsequent to this for this issue……. “Why”……. Because all
  other customers followed the wash instructions and placed their car in neutral
  in the pre-prep are so their wheels freely spin. *** **** is not a novice at
  this….. he had a monthly membership and frequented the wash with his vehicle on
  several past occasions….. and as he states, his wife’s vehicle and his
  daughter’s vehicle. Simply put, a vehicle can’t be dragged from the very start
  of the wash process into the tunnel without the chance of some type of damage
  occurring either to the equipment and/or to a vehicle. 
  
  As
  previously stated, our Team takes great pride in providing an
  exceptional wash experience to every valued customer! It’s unfortunate in this
  specific situation that our customer cannot see from the concrete
  evidence provided that he made a very avoidable error before his
  vehicle entered the tunnel. Having had his vehicle in neutral, would have
  prevented this incident and the need for this report to the BBB. 
  
  Respectfully,
  
  Woody
  

  
  

  Customer Answer

  Date: 10/24/2023

  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, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ******* *****. Mr. W***** I have a question why did the attendant stop the machine when your machine started to malfunction? if this cannot be resolved here, I will file a complaint with Ohio attorney generals office then shortly after I will post my experiences on social media so you can explain your position over and over again( after reading your last response, I have come to the conclusion that you do like to talk. This will be your opportunity). People need to know the kind of business you’re running. 
  

  Customer Answer

  Date: 10/24/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  ******* *****. Mr. W***** I have a question why did the attendant stop the machine when your machine started to malfunction? if this cannot be resolved here, I will file a complaint with Ohio attorney generals office then shortly after I will post my experiences on social media so you can explain your position over and over again( after reading your last response, I have come to the conclusion that you do like to talk. This will be your opportunity). People need to know the kind of business you’re running. 
  

  Business Response

  Date: 11/10/2023

  Good Morning *** *****, 

  This is a quick update to let you know that I have been working diligently with the BBB over the few weeks to have them upload the last two videos I sent to them in earlier October, They have the videos in their possession, but have had technical difficulties with the upload process to the portal. So, you have not seen these yet. From a written perspective, I can share with you (until uploaded and you can see them), that each video shows (from different angles) your vehicle having pulled onto the conveyor in the prep area. As you know from past visits, this area is located many feet outside the entrance of the actual tunnel entrance. Once your vehicle stops in this area, neither of the rear wheels (the drivers side on the conveyor - nor the passenger side on the concrete pad) freely turn again - this is long before your vehicle ever enters into the entrance of the tunnel. From here you will see that the vehicle's wheels are locked up. This is an issue with the vehicle and not with the wash. Vehicles prior to yours and after for the entire day had no issue. I apologize that you have not been able to see either new video footage yet, I'm hoping that the BBB will be able to rectify the technical glitch they are incurring in the near future so these videos can be properly added to the portal. 

  Thank you

  Business Response

  Date: 11/10/2023

  Good Morning Mr* *****, 

  This is a quick update to let you know that I have been working diligently with the BBB over the few weeks to have them upload the last two videos I sent to them in earlier October, They have the videos in their possession, but have had technical difficulties with the upload process to the portal. So, you have not seen these yet. From a written perspective, I can share with you (until uploaded and you can see them), that each video shows (from different angles) your vehicle having pulled onto the conveyor in the prep area. As you know from past visits, this area is located many feet outside the entrance of the actual tunnel entrance. Once your vehicle stops in this area, neither of the rear wheels (the drivers side on the conveyor - nor the passenger side on the concrete pad) freely turn again - this is long before your vehicle ever enters into the entrance of the tunnel. From here you will see that the vehicle's wheels are locked up. This is an issue with the vehicle and not with the wash. Vehicles prior to yours and after for the entire day had no issue. I apologize that you have not been able to see either new video footage yet, I'm hoping that the BBB will be able to rectify the technical glitch they are incurring in the near future so these videos can be properly added to the portal. 

  Thank you

• Initial Complaint

  Date:01/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 12/18/2022, I entered Woodys car wash like I always go through. During the wash I noticed it stopped for maybe 30 seconds, once it restarted, I heard a loud scrape, I already knew something got scratched. I pull out and wipe my car down and I noticed it scraped my wheels. A scratch on the outer and a bigger scratch towards the middle of the wheel. I informed the employee on duty and he had me fill out an incident report. I was told someone would be in contact with me the next day. No one called so I waited another day. Attempted to call no answer. The following week finally called and someone answered. They told to the manager would reach out to me. Still no call so I call again and finally I talk to the manager, he states since my vehicle has aftermarket wheels they won’t cover the damage. I politely explained to him that his wash malfunctioned and caused the damage. He stated that aftermarket wheel stick out further than the oem wheels. My after market wheels happen to be the exact same spec as my oem wheels were, and where the scratch happened has nothing to do with if my wheels were aftermarket or not. He proceeded to tell me he ain’t going to argue with me and that the owner will call me. I’ve called the location several times no answer and the owner has yet to reach out to me. Very frustrated as I come to this car wash all the time instead of the chain ones. At least the chain car washes don’t make up an excuse as to why they can’t cover a customers car that was damaged because their equipment malfunctioned.

  Business Response

  Date: 01/18/2023

  To whom it may
  concern, 

  
  First and
  foremost, Woody's Express takes great pride in high level of customer service
  and wash quality we have provided to our clientele since 2005. On the rare
  occasion that something does happen to a customer's vehicle where it is
  determined to be the fault of the wash, we immediately take ownership and make
  restitution to the impacted customer.  
  I would like to
  take a moment to break apart the defendant’s opening statement, he states: “I
  entered Woodys Express Car Wash like I always do”. The wash has a very elaborate
  “real-time” camera system which reads the make, model and license plate for
  every vehicle that comes through either our Touchless wash and/or our Express Exterior
  tunnel wash. It time stamps the date and time and retains this information for
  several years. We use this system for marketing purposes and on the rare occasion
  we have a damage claim. It is highly accurate! Our system shows that the only
  time *** ******** has been to our wash is on 12/18/2022. There is no record of any
  past wash business. His next statement “during the wash, I noticed it
  stopped for maybe 30 seconds, once it restarted, I heard a loud scrape, I
  already knew something got scratched”. We have reviewed our camera footage
  from that day and the conveyor system never stopped. The conveyor is set up
  with approximately 7’ spacing between vehicles. The only time the conveyor will
  cease to operate is if we have a mechanical issue and it needs to shut it down
  for a period of time for a repair, or as an example if a customer does
  something silly while in the tunnel, such as: putting their brakes on and they
  jump the rollers, or they inadvertently (by accident) touch the steering wheel
  and turn the car into the rail guide bar. The latter generally happens when someone
  is attending to a child in the rear seat and their knee hits the wheel turning
  it so slightly….but it’s also happened for other reasons as well….such as a
  customer who has (non OEM wheels) and/or sometimes has long and/or custom stem
  valves. This is one of many reasons why we have conspicuously posted in two areas
  (prior to entering the wash) disclaimer signs (see attached photos) that specifically
  states that non factory (OEM) wheels and accessories, among other items are not
  covered for damage purposes. In addition, we have a sign that specifically outlines
  a customers need to: “Keep their hands off the wheel, foot off the brake and
  car in neutral”. There isn’t a car wash I know of that doesn’t have a similar
  disclaimer policy. There is no way any car wash (short of a hand-wash) can
  cover non OEM wheels and accessories. There are way to many variable components
  and way to many things that can go wrong as a result. That said, if a customer
  elects to use the wash anyway, we do our very best to ensure that they receive
  a quality wash experience
  
  With respect to
  our lack of follow through in reaching back out to this customer, our standard
  policy is within 24 hours of the time of request. We certainly failed him here
  and for that I do apologize! My manager was on vacation that week and I was traveling
  on business, and this somehow wasn’t communicated properly or on a timely
  basis.  
  In closing, as
  mentioned previously, we have no record of this vehicle ever having come
  through the touchless or express exterior washes prior to 12/18/22. Given that
  we failed with our timely response to the customer, we will as a one-time gesture,
  and something we would normally not do with respect to aftermarket wheels and accessories,
  we will offer $100 to him.
  Thank you for
  your time and interest in this matter. I hope this successfully concludes this
  situation.
  Respectfully,
  Woody

  Customer Answer

  Date: 01/18/2023

  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. However I would like to add that the information stated that I have never previously gone through that Carwash to be incorrect. Fist thing I have proof that I’ve been through that Carwash before prior to the 12/18 date. Also I’d like to mention that I also happen to own 4 other vehicles besides the ****. Also I’d like to also mention that I am very well aware of how to operate a vehicle through an automatic wash. Lastly, it’s nice to finally get someone to reach out to me and the issue to be getting somewhere a month later. The young man that took the complaint was polite however the manager that I spoke to needs to got through a customer service course on how to speak and explain things to customers. In my 8 years of dealing with the public I can tell you when a customer calls and complains that’s is not how you handle the situation. I will accept the offer it still won’t fix my car I’ll just come out of pocket to get the wheel either fixed or replaced as this situation has been going on long enough. Attached is also proof that I’ve been to the wash prior to that and that was also not the only time. One last thing you stated that that system tracks plates from years ago, I suggest you get that checked out because I’ve been through that was way more times the the 12/18 and the time that is attached to this complaint. 
  
  Regards, 
  
  ******* ********