Complaints

This profile includes complaints for Car Spa, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Car Spa, Inc. has 12 locations, listed below.

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  Car Spa, Inc.

  4835 Lyndon B Johnson Fwy STE 650 Dallas, TX 75244-6014

• 

  Car Spa, Inc.

  3690 Belt Line Rd Farmers Branch, TX 75234-2424

• 

  Car Spa, Inc.

  18093 Coit Rd Dallas, TX 75252-6413

• 

  Car Spa, Inc.

  9715 Atlantic Blvd Jacksonville, FL 32225

• 

  Car Spa, Inc.

  10440 Alpharetta St Roswell, GA 30075

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:03/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Spa Carwash in ******* ** on ********* and ************************* on Saturday 2/24/24 and my taillight was torn from my vehicle. This is the second time this has happened to me at this carwash. The first incident was about a year ago and it happened to the drivers side taillight. This Saturday it was the passengers' side taillight that was ripped off. The manager took my information and said that he would contact his manager and they would contact me back with a resolution. I reached out to them on Wednesday 2/28/24 due to not hearing from them. I was then told the information would be submitted, which I thought was done Saturday. I received a phone call today and was told due to the fact they replaced my taillight on the drivers' side last year that they would not be replacing this one. He then proceeded to comment on the age of my vehicle. I have a 2007 ******* Navigator. I advised him that the age of my vehicle has nothing to do with the condition it is in. I also advised that there are cars a lot older than mine worth hundreds of thousands, so age has no bearing. They basically told me sorry about my bad luck and that they would not be replacing my damaged taillight. I would love it if you all could highlight this for consumers, so they know to stay away from this business. They will damage vehicles and then put the repair on the consumer. The $18 carwash has now turned into $362 in additional out of pocket cost.

• Initial Complaint

  Date:02/05/2024

  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 December 8th, 2023, I went to Car Spa in *************, to wash my car as usual. The mirrors do not fold in this model of car. My car slowly was directed inside the tunnel when the first set of blue rags came to the side of my car, I heard a crack sound, but I did not know from where it was coming from. I finish washing my car and head up home because I was tired, and it was dark. About 3/4 of a mile when I was getting over, I noticed that a piece of the mirror frame was missing. The next day with sun light I pulled my car out of the garage and look at the mirror closely and its frame is cracked in different parts and is loose. I look for the receipt. and called the *********************** and explained what happened to my vehicle, they asked for my information and the location of the car wash. About 1 hour later I received a phone call from the manager at Car Spa in *******, he asked me to take pictures of the mirror frame and send it to him. I did, also I send a video showing that the mirror is cracked and loose. He said he would forward the information to ************** (no sure of spelling) his boss located at Car Spa in ***********. The same day in the afternoon the manager of the store in *******, called me and said that ************** said that " there is nothing inside the car wash that could HIT my car and broke the mirror frame". I asked to speak with **************, I called to the ***** location and left a message for him to call me. He never did, until my husband several weeks after called him to let him know that we will file a complaint. After that ************** called me and said that I must hit the mirror in some other place. I explained to him that the only place I heard a crack sound was inside his car wash. He said that he has to "talk with corporate and what corporate said is what he would do". Several days his manager called me and said that corporate is not going to repair the car mirror. I should had read the reviews of this business before I use their services.

  Business Response

  Date: 02/13/2024

  By looking at the impact cracks on the backside of the mirror its apparent that the vehicle hit something possibly by backing out of a garage or someone could have hit it when it was parked, the damage was pre-existing. The only thing that touches the vehicle inside the tunnel is microfiber cloth, which could not cause this type of damage. 

  Customer Answer

  Date: 02/19/2024

  I am rejecting this response because:   

  I did not have any accident that could damage my vehicle and I did not say that my vehicle was hit but something inside the car wash. You are saying that, no me. If you look at the pictures and the video, the mirror frame is burst and loose because pressure not because something hit it.  The fact that I heard a crack sound when the first set of microfibers came to the side of my car make me think that the microfibers got entangle around the mirror and of course, because the motion continued it was then when the mirror frame was burst.

  Business Response

  Date: 02/20/2024

  We washed 252 other vehicles that day and have washed over 16K cars since your December visit. No other vehicle has had a cracked rear-view mirror from our car wash, that's what leads us to believe that your vehicle had prior damage before coming in for a wash. We understand that damage to your vehicle is a frustrating experience, and we are sorry you are having to deal with this issue, but the damage did not originate in our tunnel, and we have nothing in the tunnel that could have caused this type of damage,had your rear-view mirror been in perfect condition.

  Customer Answer

  Date: 02/22/2024

  I am rejecting this response because:   

• Initial Complaint

  Date:11/13/2023

  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 11/7 at approximately 1pm EST, I entered the Car Spa to wash my exterior. Later that day, I noticed the cover of my driver side mirror was not attached. I also noticed the under carriage of my vehicle was dragging on the ground. I returned to the car wash that evening around 5pm EST to retrieve the cover and it was found in the wash bay. On 11/8 I had a phone conversation with ***** and she asked me to bring the vehicle in for inspection. After inspecting the vehicle, she declined to pay for the mirror cover because it wasn't the original factory cover. She also claimed that the wash bay track could not have displaced my under carriage. She went underneath the vehicle and pushed the hanging cover back and said it is missing a couple of screws to hold it in place. ***** was non-apologetic, non-accountable and was looking for reasons to exclude any responsibility. I asked her to file a claim with her insurance company and let them resolved but she declined.The cost for a driver side mirror ranges from $30-$60. I also would like to be reimburse the cost to secure my undercarriage. In total I'm requesting $100 in damages.

  Business Response

  Date: 11/16/2023

  ******* invited **************** back to the car wash to address his concerns.
  Mr. ******* claim has been denied as issues with his vehicle are normal wear and tear. The driver side mirror was previously damaged and was glued on, picture included of the poor glue job, and the undercarriage was missing screws. There is nothing in our tunnel that touches the underside of the car if the parts are properly adhered to the vehicles.  We have warning signs that clearly state we are not responsible for after *********** installed items and pre-existing damage.
  
  See attached images.

• Initial Complaint

  Date:06/14/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 took my car to be washed and detailed at Car Spa in ******* ***** on March 4th, 2023. When my car was in the unmanned auto wash, an SUV behind my car was loaded too close and was hitting my back bumper all the way through the car wash. I showed an employee and they separated the cars in question after they reached the end of the wash...and they said to speak to the manager, *********. I told the manager what happened and showed him my bumper was all scratched up. He said "that didn't happen here"...and I said, "yes it did." He said the scratches don't line up with the suv license plate screws...so he measured the height of the scratces and the suv license plate screws in front of me and they were an exact match at about **** inches high...but he still refused to do anything so on the same day I called the customer service line that another employee there gave me. I have called in march, April, May and June multiple times and the response is the same-"We will have someone call you". No one has contacted me to date. I also left a message on the corporate headquarters voicemail, as no one ever answers that number.....but again, no one has called me. I would like my bumper fixed.

• Initial Complaint

  Date:04/25/2023

  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.

  I visited CarSpa in ****** May 25, 2022. I paid over $200 for the services. when I got to my next destination I realized that my front mats were ripped and after further inspection I realized they were not even my mats. I drive a ****** highlander and all my front mats have the ****** brand name on them. The mats i was given were darker and did not have ****** on them. I called the Branch the next day and I believe i visited the branch and spoke with ***********************************. He assured me that this could not have happened. This confused me because this was also the first time I had my car detailed. So where were my mat? He took a picture of my Reciept and told me he **** review the cameras. I didnt here back from him for almost a month or so. The reason why he called was because another customer called and said she had someone else's mats. This now took the trust away because this obviously this happens at this location but ********* made me seem like this never happened and there was no possibility. I expressed to ********* that the mats he described were not mine. He asked me to come to the location the next day but he had no resolution and i was not in town because I travel for work. I then followed up with several phone calls to the location to speak with him and get this problem resolved. I even went to the location when i was in town again and no one could help me and he was never there. i was always told over the phone that they would have him call me. after several months of course I was busy with work and now its almost been a year since this has not been resolved. I went to the location today and they told me he was not available till next Wednesday and they will have him call me. I never get a call. i sent him an email today asking to make this right. I should not have to buy new ****** brand mats that they for sure lost. I paid a lot of money for the service I received and it just seems like they have no time to resolve my stolen mats problem. I feel robbed.

  Business Response

  Date: 04/26/2023

  In regard to this issue, the general manager, *********, says he spoke with the customer at the time the incident occurred, which was 8 to 9 months ago. He explained that he did have her mats but she never came to pick them up.
  She came last Thursday, April 20th, and asked if we still had the mats, which we unfortunately, do not. He apologized to the customer again as he did over 8 months ago and to rectify the issue, he told her that we would order her mats from dealer. However, ****** said it was going to take two weeks. He called the customer and explained the length of time it would take. The last time ********* spoke to her she said she was happy with our resolution, and that we were trying to replace her mats. ********* was on vacation recently, but he is now back to work, so there should be no issues getting a hold of him. Please call me directly if there are any issues getting a hold of him. I am the executive administrative assistant for the *** of Car Spa, Inc. ************ this number accepts calls and texts.

• Initial Complaint

  Date:04/04/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 took my car to the car wash Saturday 03/25 for a clean up. At my arrival I paid $25 for it and waited outside. at my surprise when I went out my car was damaged ( see picture bellow ). i spoke to the supervisor that was on site and he asked to come back to following week to speak to the manager and he mentioned that were not going through insurance but hes issuing a check for my damage. ( see claim form bellow )I came back on Thursday 03/30 to move forward with this issue.At my surprise the manager and supervisor denied everything and said that theres nothing that they can do. Im a college student and I need help from BBB to get my right. Feel free to contact me for any more information/ proofs.

• Initial Complaint

  Date:03/02/2023

  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.

  I went to Car Spa in *****, ** yesterday around 5:30pm for a quick exterior wash. On our way home, my son notice the roof was leaking. When we arrived home I check the roof of my car and the Shark Fin Antenna was ripped off. We drove back to Car Spa around 5:55 to speak to the manager. I spoke to an older gentleman, whom I was told is the manager. After hearing my story, he walked off without a word. About 10 minutes later, he came back to tell me to write down my name and contact number and they will call me when the business close to let me know if they have my cover or not. I told him I want someone to paid for my damage since this is a new car. He then tells me he's not the manager, manager will be in tomorrow and gave me a business card. No apologies or any thing. I called the number on the business card and left a voicemail.Today, since I did not hear back from the manager I called again a few time without any results. I even called **************** and left them a few message without anyone calling me. Btw, both number does not have live person on the other end. Went to Car Spa around 1:30, same guy does not really care and did not get his manager. He did not even tell me if his manager is in or not. Told me to reach out to Corporate, someone will return my phone call. I told him, I called corporate a few time and no one called me. He assure me that someone will get back to me today. I told him, if no one return my phone call then I will be back. He did not seem to care.Almost midnight, still have not hear back from manager or corporate office. Now I have to eat a few hundred dollars or thousand of damage due to this irresponsible business.

  Customer Answer

  Date: 03/20/2023

  Went to Car Spa on 2/28 around 5:30pm for a quick exterior wash. On our way home, my son notice the roof was leaking. When we arrived home I check the roof of my car and the Shark Fin Antenna was ripped off. We drove back to Car Spa around 5:55 to speak to the manager.
  
  I spoke to an older gentleman, whom I was told is the manager. After hearing my story, he walked off without a word. About 10 minutes later, he came back to tell me to write down my name and contact number and they will call me when the business close to let me know if they have my cover or not. I told him I want someone to paid for my damage since this is a new car. He then tells me he's not the manager, manager will be in tomorrow and gave me a business card. No apologies or any thing. I called the number on the business card and left a voicemail.
  
  Since I did not hear back from the manager I called again a few time without any results. I even called **************** and left them a few message without anyone calling me. Btw, both number does not have live person on the other end. Went to Car Spa around 1:30, same guy does not really care and did not get his manager. He did not even tell me if his manager is in or not. Told me to reach out to Corporate, someone will return my phone call. I told him, I called corporate a few time and no one called me.
  
  On March 2, someone from the Car Wash left voicemail. They finally found the cover of my antenna and told me to stop by to pick it up.
  
  Dealer can not repair since their is a dent were the antenna use to be. Body shop quote repair over $1,000.
  
  I called the **************** and Car Spa in *****, again voicemail. I tried to reach out many time over the phone or in person and every time I do not hear back. Told them about my damage and as of today no one called me back.
  
  I went in for a quick exterior was of $13 and ended up with a maintenance repair of $1500. I had explained what happened to the body shop and they agree it was the car wash.
  

  Business Response

  Date: 03/27/2023

  We apologize for your experience and the damage to your vehicle. General Manager, *********************, has tried several times to contact, without any success. If you are still having this issue please contact us. You can reach me directly at ************ or you can reach ***** by emailing ******************************************.

• Initial Complaint

  Date:09/26/2022

  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.

  On July 5th I went through the car spa located on ********* ******* in virginia beach. I noticed later that day the the front right bumper was damaged. I called the location right away they told me to come to the location. I did and was told that there wasn't any managers working that could help me. He told me to come back the next day which I was unable to because of my work schedule. I returned on July 7th spoke to Roy a manager and we walked though the car wash while the car with an employee was in the vehicle. When the vehicle got to the second tire cleaner its sprung out and the pushed the bumper up and damaged it more. Roy told me that it was plastic and wouldn't damage the vehicle, he saw it happen. The other employee stated he felt a jolt. Another employee Branson also witnessed it. I was told to call back the next day and speak to the district manager Josh. I called Josh told me to come back which I did and another employee would have the vehicle go through again. I did and was told we couldn't walk through and that he saw where the track was off and fixed it. We had the vehicle go through again and the tire machine didn't shoot out like before of go up under the bumper. Josh also told me that Roy didn't see anything wrong with the machine. There wasn't any attempt to be contacted by Josh and I left my number multiple times.
  

  Business Response

  Date: 12/30/2022

  Business Response /* (1000, 5, 2022/10/10) */
  After a thorough investigation, this claim was denied. We walked the car through the tunnel and showed the customer that there was nothing that would have caused this damage that appears to be from a curb.
  
  
  Consumer Response /* (3000, 7, 2022/10/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The photos show the piece of the machine that would cause the damage and they fixed the machine after we walked through and watched the piece that caused the damage do the same thing. My advice to customers that use this business you take photos of your vehicle before and after cause the employees will lie because of fear of being fired. The owners and managers should be ashamed of being liars. It's sad that they won't own up to their business doing this when it was clear to the employees that were present during the damage.