ComplaintsforExpress Wash Holdco, LLC

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As I proceeded through the car wash line the lever that opens and closes came down upon the hood of my car leaving visible damage. I am an unlimited member of Clean Express Auto Wash and as member I have an electronic tag on my front windshield that is read by cameras as I proceed for a car wash and the lever opens for me to enter. On February 28,2022 the lever malfunctioned as I went through to get my car washed. There were no personnel attending the line that was full of cars. There were no visible signs directing customers through the line , and the cars are in very close contact to other cars as they come through the lever to proceed into the car wash area. There was a green arrow flashing for me to proceed and that is what I did . In the line to my far left there was a black SUV trying to enter as I was entering and the lever in his line was malfunctioning at the same time and wouldn't open at all. I took pictures afterwards to show there are no directions anywhere to direct customers and from the video plain to see , no personnel present. There are red x's that were visible in the photos but not as I moved through the line ,perhaps these should have been working to direct customers? I am not sure. After I filed the claim, I was told it was dismissed because I did not proceed through the line correctly, however without any signs or personnel helping I proceeding as I was directed through the line . It was clear that the machinery or software was not working at the time I proceeded through and no one ever came out to help . The manager was present but was up on a ladder in another area doing maintenance work on something , and there was only one girl attendant directing cars into the wash area to be washed. I feel this is negligent behavior and also an unsafe business practice by Clean Auto Wash and customers should not be held responsible for their lack of safety and responsibility to customers. have photos and video but wasn't able to upload for some reason.

  Business response

  03/16/2022

  3-16-22 SE

  Per voicemail from Corey Patterson, Express Wash Concepts is not responsible for what happened to consumers car.  Consumer pulled too close to the car in front of her and, regardless of the many signs, continued to try and enter the wash bay as the door was closing.  The signs state exactly how to enter the wash and consumer continued to proceed forward.  

• Initial Complaint

  03/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  2/21/2022 Went to car wash and during the service my driver side mirror was dislodged which broke the glass and caused damage to the door. I filled an incident report was told I would have a decision for my claim within 72 hours. I did not hear from them and started contacting them Thursday finally was able to speak to somebody Saturday the 26th. Now my concern is they are not going to expedite my claim to fix my mirror which is a safety issue. My complaint is this business is not expediting safety concerns caused by damage at their facility that they are admitting responsibility this incident happened at their Maple heights Ohio

  Business response

  03/15/2022

  Hello Stephanie, 

  
  Thank you so much for reaching out! I'm sorry if this has made it feel like we are not taking this serious, I can assure we are! The check has been signed and one of our managers who is coming back from surgery is picking it up from the office this week and hand delivering it to the location for you to pick up here shortly! Please let us know if you have any more concerns or questions!

• Initial Complaint

  01/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 3rd I wish I could take back ever deciding to go to the moo moo car wash in grandview oh. I have been a loyal customer for awhile now. On this day we decided to wash my brand new less than 4 month old vehicle in this car was the only one I ever use. And just like every time I go thru the wash I get out with my soft cloth per usual only to find what look to be scuff marks from the wash on the hood of my car! I know it was this wash because one it’s the only place I use and two because I get out and inspect my vehicle every time!! I immediately went to the office to file a claim we all took pictures and filed the claim!! They did not stop the wash to inspect if something had done this the proceeded to keep piling the cars in per the norm!! I waited the allocated 72 hours before contacting moo moo only to be brushed back to ten days later I finally received an answer. I called she replied sorry after further conclusion we are not at fault!! No I’m sorry this happened to you nothing completely un professional and I will never be using your company again as well with telling everyone I know to cancel!!

  Business response

  01/19/2022

  Hello *******,

  We are very sorry to hear that we were not able to reach a satisfactory resolution through our damage claim process. Please know that we take claims of damage extremely seriously, thoroughly investigating each individually with our onsite video, pictures, statements, and knowledge of our equipment and respective physical operations. With that said, and after careful review, we are unable to accept responsibility for something we did not cause. While we know this resolution is disappointing, we stand behind our team's review and decision. Once again, we are very sorry, and understand your frustration.

• Initial Complaint

  01/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The man directing me to move into the car wash wanted me to move to the left and I did which resulted in my tire hitting the metal part of the track . I rolled my window down to ask him if it messed my tire up. He stated “yeah, looks like it cracked the hubcap..” He acted like it was no big deal . I emailed the Moo Moo car wash to let them know what happened and never got a response. My hubcaps cannot be purchased one at a time, they have to be purchased as a set. They were brand new and I had just purchased them. I would appreciate the business getting back to me about this matter with a resolution for the damage caused. Their employees need to be trained better on how to direct cars into the wash. I was an active monthly member at the time and now I’m nervous to pull any of my cars in there.

  Business response

  01/07/2022

  Hello *********,

   

  We're very sorry to hear about your hubcaps. All of our damage claims are filed and handled at each location specifically so you will need to go to the location you visited and fill out an incident report with that location to start the process of potentially covering the replacement of the hubcaps.

   

  Have a great day!

• Initial Complaint

  08/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 13th at approximately 5:45 pm, I purchased a car wash at Moo Moo on Sawmill Road. During my car wash a piece of metal fell from the machine and damaged my car. This caused a large noise and significant damage to the roof and hood of my vehicle. To the point where the noise was so loud when the metal crashed down the operator shut down the entire car wash off. **** ******** was the manager on duty during the incident. We filled out a vehicle incident report. Thereafter I was told I would receive a phone call back in 72 hours. Since then I have called the car wash 3 times and never received a call back. This is far beyond acceptable. I believe the vehicle incident report is *****.

  Business response

  11/23/2021

  We send our sincerest apologies.  It is our policy to review all incident reports in 72 hours and follow up with the customer.  I cannot speak to where/why the failure occurred, I can only say that this is not the way we intend to business.  It is completely unacceptable.  I do believe that since that time our Area Manager did reach out to the customer.  The customer indicated that she has had the repairs completed and submitted with her insurance company who would be sending to us to pay.  Again my deepest apologies and please know that we will be addressing with our staff.

• Initial Complaint

  07/04/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I go to the moo moo car wash quiet often to get my new car washed since I got it a few months ago and since I been going there I have noticed more and more scratches on my car and it brand new off the car lot I want them to repair my car paint the scratches are located on my hood and on the side of my driver side door

  Business response

  07/13/2021

   

  To address any damage claim, we need the customer to complete an "Incident Report" at the Moo Moo Express location they've washed at.  Upon completing that, we will research the claim and get back to the customer within 72 hours.

   

  Thank you.

*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. ↩