Complaints

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

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Brown Bear Car Wash has 33 locations, listed below.

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  Brown Bear Car Wash

  3977 Leary Way NW Seattle, WA 98107-5041

  
• 

  Brown Bear Car Wash

  3002 S 38th St Tacoma, WA 98409-5613

  
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  Brown Bear Car Wash

  2421 148th Ave NE Bellevue, WA 98007-3634

  
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  Brown Bear Car Wash

  5111 15th Ave NW Seattle, WA 98107-3805

  
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  Brown Bear Car Wash

  77 Rainier Ave S Renton, WA 98057-2005

  

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:05/07/2025

  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.

  Complaint:On August 31, 2023, at 3:31 PM, a collision occurred inside the tunnel of the Brown Bear Car Wash at *************************************************************************** My wife and I were in the tunnel when the wash stopped suddenly, then resumed, pushing my car into the vehicle in front of me, which had its brake lights on and was not moving. I honked, but a collision occurred, followed by the wash stopping again. The other driver blamed the wash. I got help from an employee named ****, who said hed assist and review video footage.**** showed the other driver the video first and claimed there was no contact. I asked to see it and saw the first part showed the wash stop, but when I requested he continue playing the rest, it clearly showed the impact. While I checked on my wife, who was in pain (she had recently given birth), **** said he would stay with the other driver and help resolve everything. The driver refused to share his info and said hed wait for police. **** took my insurance, license, and gave me his number, promising to help.Later, **** said the driver caused a scene and fled before police arrived. I had to take my wife to urgent care and later gave my insurance company the other drivers info, which I had captured. When I asked **** for the video, he said Brown Bear doesnt release footage but could show it to insurance if they visited. The other drivers insurer blamed me and refused to send anyone. **** eventually said he sent the footage, but I later found out only the first part was sharedomitting the collision. Since then, Ive been ignored. **** stopped responding and the full evidence was never provided.This has negatively impacted my insurance claim and left me without support. Im requesting that Brown Bear share the full footage, take accountability, and assist in resolving this situation fairly.

  

  Business Response

  Date: 05/14/2025

  We have reached out directly to the customer and had conversations, per his request.  We have asked for additional information and waiting for his reply.

• Initial Complaint

  Date:05/05/2025

  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 had a corner of my rear bumper on my 2008 ******* accent torn off going through this car wash that Id been through many times. I filed a complaint and it was decided that my car was damaged previously, and wasnt even offered a refund. I feel Im owed a bumper

  

  Business Response

  Date: 05/07/2025

  In response to ******** Page's inquiry, we are processing a $17 refund for the car wash and he should expect it within about 14 days.  Regarding the bumper damage, our Site Manager and Claims Specialist have spoken with him regarding details of the pre-existing condition of the vehicle and our position stands.

  Thank you,

  Customer Answer

  Date: 05/15/2025

  Youve heard. I am not satisfied with the response. They tore the bumper off a perfectly fine, undamaged car

• Initial Complaint

  Date:01/24/2025

  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 took my brand new car to the Brown Bear car, the brush scratched my entire car. I called the Brown bear and ****** came out to look at it and isnt going to make it right by fixing the scratches. I just want the scratches fixed.

  

  Business Response

  Date: 01/27/2025

  Thank you for sending us this Customer Experience Information regarding ******** *********.  The person that she met and spoke with regarding the vehicle is our Self-Serve Operations Manager for all of our ****************** Self-Serve locations, ****** *******. 
  
  In his review of the situation, ****** inspected camera footage of Courtneys visit to the location.  Unfortunately, we do not know whether these marks were on the vehicle before the wash or not.  We do know that the customer indicates this is a new vehicle.  The foaming brush was used, without it being sprayed down prior to use, as noted on the instruction sign.  The customer is seen spraying down the vehicle, then using the foaming brush to wash the vehicle, without the foaming brush function turned on, so therefore no soap was coming out of the foaming brush. The foaming brush soap both cleans and provides lubrication for moving over the surface of the vehicle. It wasnt turned on until a complete pass of the vehicle, using just the brush, was completed.  Not rinsing the brush prior and not turning on the foaming brush function are two opportunities where grit or grime, which could have put marks on the vehicle, could have been present. I am attaching a picture of the instruction sign that is posted in the bay. 
  
  We understand that ****** explained this to the customer when they met, and the customer wanted to take it to the next level.  We agree with Justins explanation given and respectfully deny this claim. 
  
  We suggest that the vehicle be buffed out, using products from an automotive store or professional detail shop.

  Brown Bear Car Wash

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22805951
  
  I am rejecting this response, do you need proof of purchase of this vehicle showing its a brand new car? My car was damaged from your equipment. 
  
  Sincerely,
  
  ******** *********

• Initial Complaint

  Date:11/29/2024

  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.

  I notice on passenger side headlight minor scratched on lens, I notified the employee and was told to talk to manager about issue. I did talk to the manager and was told he scratched could have not of happened because of the soft cloth strips used. Well I assume what he told me to be true, but it been some time since I talked to manager and the is worst now,

  

  Business Response

  Date: 12/04/2024

  We appreciate Mr. **** as a long time customer and member of our ********* program and know that he continues to wash this vehicle at our car wash.  The Site Manager and our General Manager, who is charge of our company car wash operations have inspected and explained that the damage to the lens is not something that would have happened in the car wash.  There are no marks on any other part of the vehicle, before or after the headlight.  It was recommended that the vehicle be taken to dealer and see if there is a manufacturer defect of the lens.  A headlight restoration application might also help.  

• Initial Complaint

  Date:06/06/2024

  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.

  Did a regular wash. My car suffered from multiple scratches which is worth hundreds and thousands to fix!

  

  Business Response

  Date: 06/11/2024

  Thank you for bringing this to our attention.  The Area Manager for our location met with the customers to view and discuss the damage that was brought to our attention.  After inspecting the vehicle, the Area Manager explained how the equipment operates and that the marks on the vehicle could not have happened in the car wash, in addition to showing video footage.

  The Brown Bear Team

• Initial Complaint

  Date:02/24/2024

  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.

  Ive read other omplaints customers have expressed regarding the paint on their car being scratched from brown bear car washes. The employee offered to buff out the scratches with a rubbing compound. The employee mentioned they were busy that day and werent able to inspect their equipment. Strangely the scratches on both passenger side doors almost at identical location. A company that doesnt take responsibility for damage their equipment causes, is no better than a criminal. I will be making a public posting of this whole transaction pictures as well as communications.

  

  Business Response

  Date: 02/28/2024

  We apologize to **************** for this inconvenience and for how this has turned out.  It would have been best had our site manager offered to meet with him and inspect the vehicle.  It seemed easy to say,we have camera footage that shows the damage that was shared in the photos,both before the vehicle entered the wash and after.  However, an in-person conversation, might have helped and the offer to view the footage then. It would have given **************** an opportunity to ask questions and have the site manager explain the reason she came to that conclusion.
  
  We would like to do a restart with her supervisor, the Area Manager and inspect the vehicle and discuss next steps.  If **************** is in agreement, he can respond to this message and we will have the Area Manager reach out.

• Initial Complaint

  Date:01/05/2024

  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 11, 2023 at round 10:30AM,I Used Brown Bear Car Wash to wash my vehicle. I entered want half way the car wash and heard a very loud bomb to my vehicle from behind, and the washing machine stop, suddenly the employees were approaching and waving at me and notifying that the vehicle behind me ran ended from behind. The car wash employee I gained me to drive out of the machine. I drove out of the machines and noticed rear bomber of my vehicle was damaged. The vehicle ran ended my vehicle come out of the machine and drove away without providing his insurance. When I contacted the manager he told me to file a complain to get a repair and handed the company business card, told him need the insurance not business card, and he refused. The managers are refusing the also give me the other car information. I try to file a complain on brown bear car wash company no one response to my complaint. I make the estimate of the damage of my vehicle. My vehicle Tesla model X need to repair ASAP.

  

  Business Response

  Date: 01/11/2024

  This message comes from the Area Manager of the ****** Site **** location: *******************************

  ************** came through the car wash located at **************************************************** on December 11, 2023 at 10:26am in his 2023 ************** being guided up, ************** had trouble getting his vehicle in neutral, but the team members helped him and were able to safely send his vehicle into the car wash while it was in neutral. However, while heading into the rinse arch, ********************* stopped moving. On camera you can see **************** brake lights come on and then his vehicle stops rolling forward, even though the car wash is functioning normally. The wheels and tires of his Tesla stop rolling freely and he starts hopping rollers.  The other vehicles in the tunnel are rolling through the car wash normally.  
  

  
  At this point the customer behind ************** is pushed into the rear bumper of ********************** because the ***** had stopped moving due to **************** actions. On camera you can also see ************** frantically pressing the display in his Tesla, trying to shift his car, and gripping the steering wheel.  Instructional signage at the front of the wash details that customers should not brake, stay in neutral, and keep hands off of the steering wheel. Instructional signage at the exit of the car wash states, HONK FOR HELP. Applying brakes wont stop conveyor and may result in collisions.  The customer behind ************** honked for help and the assistant manager came to see what had happened. The Assistant Manager, ***********************, came up to ************** and discovered that ************** was applying the brakes and had shifted his vehicle into park. On camera you can see **** telling ************** not to brake.  The Assistant Manger also points out that **************** vehicle is in park, so he proceeds to assist ************** in shifting his car out of park and into drive so ************** can pull out of the tunnel.
  
  **** tried to explain to ************** that his vehicle stopped moving through the car wash due to **************** actions while still in the wash (applying brakes and shifting into Park), thus causing the vehicle behind ************* to impact **************** stopped *****. He never told ************** that he was rear ended, rather that ************** had applied his brakes and put his car in park, preventing him from moving through the wash normally.  As such, ************* was responsible for creating the situation where his vehicle was damaged.Today I had a conversation with ************** and explained all of this, but he told me you dont know what you are talking about. I explained several times to ************** what I saw on camera, what the assistant manager had witnessed when he approached his vehicle, and how the car wash operates, all of which demonstrate how his actions were the cause of the accident. 
  
  ************** didnt seem to agree so I offered to have him come down to review the video footage that details what happened.  He told me to email the video to him, but I explained that I couldnt send the video and reiterated that he could view the video on site.  After he declined to come review the video I gave him the managers contact information, as well as my contact information, in case he changed his mind and wanted to view it later. He then said he would be seeking legal action.  I told him that was his choice and that he could also file a claim through his insurance company,however, I encouraged him to come look at the camera footage before deciding what to do because the video clearly shows what happened and that the incident was the result of **************** actions. I again reiterated that the camera footage is private property and that we generally dont release video but that he or his insurance company were welcome to review the video on site. When I tried to explain to ************** that this was an unfortunate accident but that the car wash and the other customer were not the cause of the damage his vehicle incurred, he hung up on me. 

• Initial Complaint

  Date:11/03/2023

  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 am writing this at 11:22 am on 11/3/23 at the brown bear car wash on 15th ave in ******* **. I purchased the beary *************** at 11:15 am and when I came out to finish drying the windows and inspect the car there was a large scratch on the right back door. The car is brand new (1 week old) and the scratch is very large.

  

  Business Response

  Date: 11/09/2023

  Our site manager has reached out to the customer, the customer indicated they were too busy at that time and would call back.  The site manager will need to get additional details and look at the vehicle at the location.  

• Initial Complaint

  Date:08/26/2023

  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.

  Went through the Brown Bear Car Wash in ******** Off Highway 99 this evening at about 6:30/7PM. When I got home, only about half a mile away, I noticed deep nicks in my paint all over my hood and in my windshield, which HAVE NOT been there; I just purchased my new Rav4 and have been very meticulous in notating any previous issues. I'm guessing there was leftover debris from another vehicle on the cloth material used in the car wash....

  

  Business Response

  Date: 08/31/2023

  This information was forwarded to our Area Manager and Site Manager for the location.  They have been in contact with the customer by email.  At this point, we have not had any follow up.  The customer also left the same information on our website inquiry page.  We are happy to review the concern that has been raised, through the Site Manager.  Thank you,

• Initial Complaint

  Date:08/09/2023

  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.

  Used Brown Bear Car Wash to wash my vehicle. Upon entering the car wash I noticed that the employees were taping rear windshields to the vehicles in front of me with tape. No tape was used on my vehicle. I returned home and noticed that my windshield wiper was hanging from the car and broken. When I contacted the manager she told me to first get the vehicle repaired, a $500 repair and then contact them. When I brought my vehicle to the shop they also noted that my antenna was broken as well. The managers are refusing the also fix the antenna because they claim they did not know about the damage. I did not know about the damage because I cannot see on top on my vehicle unless I were to climb on top of the vehicle. The manager claims she remembers me and our conversation. When I asker her what my name was or what I looked like she could not recall either but claims she knew exactly what we talked about. The back and forth has been frustrating and the nickel and dime attitude to avoid fixing the issues is unprofessional.

  

  Business Response

  Date: 08/15/2023

  We reached out directly to the customer on Thursday, August 10, 2023.  At that time we needed additional information, so we could determine which location the incident occurred and match up the appropriate Area Manager to facilitate the concern.  ****************** responded and provided the information and it was passed on to ***********************, the Area Manager, for the location.  He has reached out by phone and email and at this point, not had a live conversation with the customer to gather facts and clarify some confusion.  Once the customer returns or coordinates a call, we can move on to the next step.