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Business Profile

Car Wash

PureMagic Car Wash

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for PureMagic Car Wash's headquarters and its corporate-owned locations. To view all corporate locations, see

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PureMagic Car Wash has 10 locations, listed below.

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    Customer Complaints Summary

    • 49 total complaints in the last 3 years.
    • 10 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/09/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      We had 2 accounts at your Alcoa location starting in july 2024. One was $27 (founders day special) on my car and one was $36.99 on my husband’s truck. On March 27 we decided to cancel the $36.99. My husband went to the car wash in person in his truck, cancelled his car wash plan. The next time I went the gate wouldn’t open. The manager, came out and said mine had been cancelled. He could not reinstate mine at the $27 per month, I would have to pay $36.99 per month because the founders day had been taken away, even though it was not my fault, it was his employee who cancelled my car wash without me being there. I still cant go through the car wash, it’s saying mine is cancelled at the location. I have called the main office at least 15 times and they told me they sent it to their “director” to get it fixed. Still nothing. I called Mammoth Holdings twice and they said there’s nothing they can do except send my call to the pure magic main office-that does no good because their “director” has known about this for months and has done absolutely nothing. I was told that there would be a “special” coming out in May that would be even better than the founders day and I could get it-that hasn’t happened. I have asked the employees at pure magic to speak to a supervisor several times and their response is they are emailing them. I’m assuming the supervisors are too busy to care about their customers also, because you cannot speak to anyone in upper management. Apparently that is forbidden, they cannot be bothered. I’m only asking to be put back on my original plan that your employee canceled while I wasn’t at the location. I really do like the car wash but my goodness this issue (which the employee at pure magic location caused by canceling the wrong account) has been going on since March. This so called “director” obviously doesn’t care about customer retention or keeping their customers happy. I truly have never dealt with a company that treats their customers this bad.

      Customer Answer

      Date: 06/10/2025

      This has been resolved

    • Initial Complaint

      Date:04/21/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 March 20, 2025, my vehicle, a 2016 Hyundai Equus (VIN: KMHGH4JH3GU104659), was severely damaged by the automated equipment at Pure Magic Car Wash (4725 Old Broadway, Knoxville, TN). The incident resulted in:
      - A large section of the rear driver-side bumper being torn off.
      - Exposure of critical electronics to rainwater, causing rear parking sensors to fail.

      Despite filing an incident report the same day and making seven follow-up calls (March 28, April 1, 2, 4, 7, 9, and 11), the business has failed to resolve the issue. Staff returned only three of my calls (March 28, April 2, and April 7), each time claiming the "general manager is reviewing the footage" without taking any substantive action. As of today, **31 days have passed** with no determination, repair authorization, or formal denial.

      Additionally, when I requested to pause my membership due to the unusable condition of my vehicle, I was given two unacceptable options:
      1. Cancel completely and lose my promotional rate.
      2. Continue paying full price for services I cannot use.

      Business Response

      Date: 05/19/2025

      We are very sorry that you feel your experience was poor with our wash.. As noted in our communication with you the vehicle in question was outside of our coverage range for safe usage in the wash.  We have posted signs to warn of this potential issue at all wash locations. If you are still having issues with your account please contact our customer service number we would be happy to help.

    • Initial Complaint

      Date:04/14/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 Feb. 14, 2025, I went through the Farragut PureMagic car wash location. It didn’t remove all of the bird poop so I went through the Lovell Road PureMagic location on my way home. As I approached the overhead rolling towels, my wiper blades hovered a little as usual. But seconds later, my passenger side blade came straight up. I could only scream and watch in horror as it got caught up in the rolling rags that dry. Once it could go no further, it flung back down and smashed my windshield. When I could exit, I pulled over in one of the vacuum bays by the office. The associate working came over immediately having seen what happened. He apologized profusely and started creating a claim online. While doing that, he said he’d “been up corporates butt all day.” He said mine wasn’t the first smashed windshield incident that day!! I asked why the location was still open - he had no answer. Photos were taken to add to the claim and he said he’d be back. Once he returned, he said a district manager was there washing his car and he asked him for a reputable windshield repair company. I saw who he was speaking - that man never came over to me. I’ve called the number given with my claim number over a dozen times and keep being told the claim has yet to be approved or denied. It’s been 2 months and the damage has gotten much worse. I not only need a new windshield but a new wiper blades arm since mine is all twisted up. Yes, I could pay $500 for my insurance deductible to take care of it - and I think that’s what the company is waiting for - but it wasn’t MY fault and I probably won’t get that money back. So I’m not doing that. PureMagic needs to take care of this situation.

      Business Response

      Date: 05/08/2025

      We apologize for the delay as we work thru this item, We hope to have this wrapped up in the next two weeks.

      Customer Answer

      Date: 05/08/2025

      A week or so ago, I finally got word from the car wash's insurance company that they accepted the claim.  I got the necessary quotes and within a few days, they approved the quote.  I'm waiting for the check to arrive before scheduling the repair.  So far, I'm happy they finally approved the repair but not that it took about 3 months for it to happen.  

    • Initial Complaint

      Date:04/07/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 3/26/2025 I went for a single car wash...I was greeted by an employee that acted like he was being nice and instead of just helping me navigate the kiosk he took it upon himself to take my card and pay for a month of service. I didn't know any better because they always take customers and help them at the kiosk....I know how to pay but I allowed him to use him manners. I didn't know it would cost me 2 monthly service fees. I have contacted them via email and I get no response after I explain the situation!

      Business Response

      Date: 05/01/2025

      Please contact our customer service and state this is part of a better business complaint. Our number is 770.637.7118

    • Initial Complaint

      Date:03/05/2025

      Type:Product Issues
      Status:
      Unanswered
      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 purchased a Black Friday Carwash special for $49. The Carwash does not recognize the sticker that they put on my vehicle. I have an issue getting in every time I go. I talked to the manager at the Carwash and she said that there was nothing she could do to fix the issue I had to call customer service. I called customer service and was told that they couldn’t fix it and to go back to the Carwash. I went back and was once again told to call customer service. I called 2 more times. On the 1st call I was told that a regional manager would call me. I waited a week and no response. I called back again and was told that I just had to be patient they were looking into the issue. I still have not heard anything. The pass expires at the end of this month and I have not been able to use it. When I called the second time I asked if there was a supervisor or manager that I could talk to. I was told no

    • Initial Complaint

      Date:01/17/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      Sept 15th of 2024 I went to the foutain city location of PureMagic carwash. I purchased a single car and did not expressly consent to a purchase of a membership. ( the transaction was completed through an employee helping at the kiosks not a kiosk itself. Jump to Jan 17th of 2025, I noticed a charge for membership and called the company to attempt to get a refund/cancel the membership.

      I was successful in canceling memebrship, but not in getting a refund for the four months of charges. I wasn't able to contact the location with my concerns but i spoke to both a representive from Pure Magic and Mammoth Holdings ( the parent company). Neither company could help in procurring a refund or help in providing proof that i signed up for the account/membership.

      currently I'm out around 147 dollars which isn't much , but I find this practice of signing up people for memberships against their knowledge to be very inappropriate for a business. If there is anything you can do to help me, I'd be very thankful.

    • Initial Complaint

      Date:12/27/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Side mirror on my work van was broken off October 23rd.

      They took the report and ensured I’d be contacted in 3-5 business days, I’ve returned to location to follow up many times since the accident happened only to be told they can’t do anything about it, claims department isn’t them.

      They’ve gave me a claims email to use and it kicks the email back everytime, I brought my phone and showed the GM twice now and I’ve entered the email correctly.

      They tell me to return every 10-14 days to follow up with them and nothing ever changes.

      I’ve since cancelled all my vehicle membership as I can’t pay a company for a service that doesn’t stand by there’s is really like to get my van fixed as being a side mirror this is a extremely dangerous item to be broken on a vehicle.

    • Initial Complaint

      Date:12/02/2024

      Type:Product Issues
      Status:
      Unanswered
      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' removed a Ford truck from my account... I was still being charged for it Nov 29th 30$ was taking from my account I want my money refunded

    • Initial Complaint

      Date:10/16/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 May 11 of 2024 I visited the Pure Magic car wash at **** *** ******** in Knoxville. There were a couple of employees helping with transactions at the entrance. One of them asked me if I wanted to pay 5 dollars extra for an additional visit. I thought about it briefly and said no. The employee said something to the effect of I’ll give it to you anyway and put a sticker on my windshield. I paid 11 dollars with a credit card for a wash.
      Recently I was going through my credit card statements and discovered that Pure Magic has been charging me $19.99 for the last 5 months for what I imagine is a subscription they offer. I never authorized such a transaction nor did I discuss any promotions or subscriptions with anyone.
      I have spoken to a representative of the holding company that owns this business and they have canceled this “membership “ and told me it was a promotion that “turned into a subscription”but did not offer even an apology.
      It would be nice to see a refund but I don’t expect one. I just feel this is at worst a predatory, dishonest practice, or at least poor training of employees.

    • Initial Complaint

      Date:09/24/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 the day of September 21rst Saturday afternoon between the hours of 10:45am-11:45am. I went to Pure Magic Car Wash. I heard multiple loud bangs while going through the car wash. I parked my car and walked around to check to see what happened and I noticed the front of my car had multiple scratches the right side passenger side of my car had scratches on the top and on the door and my weather strip was hanging off. I got the manager and she took pictures and filed a claim. It is now Monday September 23rd and I have not gotten an email from the company with an apology or a solution on what they are going to do moving forward. I tried calling the cooperate number but the phone line has been disconnected.

    PureMagic Car Wash is NOT a BBB Accredited Business.

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