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Business Profile

Car Wash

Tommy’s Express Manassas

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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:05/29/2024

    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 5/25 I went through ******* Express car wash located at **************************************************************. It was not my first time at this location as I have (had) a membership and sometimes even visited the location more than once daily. As I proceeded through, a piece of the washing equipment got stuck on my vehicle and, consequently, caused damage to the driver's side front fender. I notified the employee on duty upon completion of the wash and a report was filed. A manager (site Leaded) called me on 5/28 to follow up. His name is *************************** (phone ************). He first told me that there is recall on my 2023 ***** CRV and its design is what caused the piece of equipment to get stuck to my vehicle. I called ***** and noted there was no recalls at all. When I called him back to inform him of the same he claimed that the vehicle had existing damage which caused their car wash to then cause more damage. He invited me to see the footage at the location and he proceeded to show me a pic of my still car with what it appeared to be a ****ed up/photoshopped **** where the damage occurred. He did not show any video of any other close up although you can tell there were many angles that could have been shown. He also did not deny the damage happened at the car wash, but because he claimed the vehicle had pre existing damage, then he is not liable. At my request to give me any info on the Franchisee owner or his insurance information he told me he could not provide me any information. I called the local Manassas police department and and officer came to file a report. The officer also stated that this was not the first incident at this and even their cruisers have been damaged before by the same car wash.

Tommy’s Express Manassas is NOT a BBB Accredited Business.

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