ComplaintsforScrub-A-Dub Corp

• Initial Complaint

  01/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My husband and I have been using this car wash now for quite some time. Both of us have a sticker on our respective vehicles. Recently we traded in both of our vehicles and purchased new ones. After hours on the phone I thought we had the account figured out but it turns out that we do not. We are paying for stickers that we cannot use. We have stickers that we can't use because we're not being charged for them. I have now asked for both stickers to be canceled and refunded but they can't find those stickers in their system and there is apparently no record of myself or my husband either. Both stickers are under the same credit card which they cannot locate in their system either. On top of that we canceled the stickers and then they charge us transfer fees for something that was already canceled to get new ones which I'm pretty sure is fraud if it's canceled you can't transfer it.

  Business response

  01/24/2024

  We have since been able to resolve the issues offline that ******** had been experiencing with her memberships and came to a satisfactory conclusion to this matter.

  Sincerely,

  Scrub-A-Dub

  Customer response

  01/25/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I am saddened that it came to this but the business did correct the matter and we have verified that it has been corrected.  I do not anticipate any future issues.  We have remained customers as up until these issues we had not complaints.
  
  Regards,
  
  *********************************
  

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went in for an oil change. Shortly after noticed spots in driveway and oil light came on in car. We took it back in to check and they said it was fine. They didnt even check under car. I took it to Bretts Auto and they discovered the oils had leaked out the cap was not tightened. I called scrub a dub and even had Bretts Auto talk to them. The manage offered 20 off my next oil change. I want a full refund and repairs if engine damage is discovered due to this. Especially since I took it to them after the oil light came on right after my oil change there and they failed to fix the problem or acknowledge the problem.

  Business response

  09/22/2023

  This message is in response to your request for a position statement regarding the complaint received by ***************************. Below is a recollection of the events that occurred and the position we have taken on this matter.

  
  On May 29th, 2023, *************************** came in to our service center at ********************** for an oil change. The Manager of the location received a phone call from ******************** on September 1st,2023, approximately three months after the oil change. She stated her oil light had come on recently so she stopped by our facility for inspection around August 18th or 19th, 2023. She stated ************** said the oil was full and did not inspect anything else. She then decided to bring her vehicle to Bretts Auto, shortly after returning to our facility, as she needed other repairs done and wanted them to diagnosis why her oil light was on.According to the technician at Bretts Auto, only two quarts of engine oil drained out of the vehicle. The technician also stated the oil drain plug was finger tight. Upon reviewing our surveillance footage of the service performed three months prior, it was determined the oil drain plug was properly tightened,first with a regular wrench and a second time with a torque wrench. A second technician watched the lower bay technician tighten the drain plug with the torque wrench, which is part of our quality control procedures.

  
  Based on our surveillance footage, which shows that all aspects of the service we provided were done correctly, as well as the fact that the vehicle did not return until three months after our service, we are unable to take any liability regarding her vehicle becoming low on engine oil.With that being said, we are willing to refund ******************** the cost of her last service as a goodwill gesture. This is not an admittance of any negligence on our part, nor will we take any liability for any future engine repairs. We are more than willing to share the surveillance footage of the service we provided on May 29th, 2023, if ******************** would like to review it.Please contact me if you have any further questions or need more information regarding this complaint.

  Sincerely,
  Scrub-A-Dub

  Customer response

  09/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]this is untrue and my engine is now ticking. They did not review the second time I came in with the oil light and I called immediately. ***** from Bretts Auto an ASE certified technician said there was no oil unit and the cap wasnt even on. They especially should have looked at it when I came in the second time and they said it was fine and did not even look under the car. Very incompetent and I will be contacting consumer protection agency and contact 6 or action 12. 
  
  Regards,
  
  ***************************

• Initial Complaint

  03/21/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  12/31/22 oil change. 2007 cadillac sts required amount refill was not done completely,cap not put back in place left oil leaking which led to my engine failing. a new engine needs to be replaced and paid for by scrub a dub or $ to purchase new engine

  Business response

  04/07/2023

  RE:BBB Complaint #********

  
  On 3/22/2023, *************** reached out to Scrub-A-Dub stating that her engine needed to be replaced due to there being no oil in the vehicle from her last visit on 12/31/22. Before contacting us of her concerns, *************** had taken her vehicle to a mechanic who proceeded with removing the oil pan, amongst other diagnostics,to determine the engine may have failed. Due to this diagnosis being completed along with relevant vehicle components being removed, we were unable to investigate the claim properly since the vehicle had been tampered with since the original date the oil change was completed. Our invoice states that Scrub-A-Dub must preauthorize any diagnostics or repairs needs resulting from any service that you feel we have performed incorrectly. It was mentioned to *************** via phone that GM/Cadillac have had known issues of consuming or burning oil. This known issue has been documented by GM/Cadillac in a ***************** Bulletin (No.01-06-01-011M).

  
  As a result of this known issue combined with our inability to investigate the claim further, we did not find any negligence on our part and denied the claim. Please feel free to contact our Claims Adjuster directly if you have any further questions regarding this complaint.

  
  Sincerely,
  Scrub-A-Dub

• Initial Complaint

  10/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Three days ago, after noticing hesitation in my car while the engine was switching gears, I took my car to a transmission repair place to be looked at. They said my car was about a gallon low on transmission fluid, and that I appeared to have a very slow leak in the lines... that it had been leaking for probably 9, 10 months. They said that what would have been an easy fix several months ago is now a $4000 transmission replacement because third gear has been damaged. Over the 14 months, I have had 5 oil changes at Scrub-A-Dub. At each one, they have claimed to have checked the fluid levels, and signed off on them. 14 months ago, June 2021, I had the transmission flushed there. In October 2021, April 2022, July 2022 and last on September 1, 2022, I had oil changes there. September 1 is less than a month before the transmission fluid was found to be a gallon low. October and April claim the transmission fluid was "checked". July and September claim it is a "sealed" system, which it is not. Scrub-A-Dub has been negligent in what they claim to be checking during an oil change and (besides wondering what else has not *actually* been checked) that has cost me thousands of dollars in a transmission replacement.

  Business response

  10/17/2022

  RE:BBB Complaint #********

  
  On 09/01/2022, ************** visited our **************************** location in ********** with her 2011 Mercury Milan for a **************** Change. As part of our **************** Change, we do inspect the transmission fluid level at the beginning of the oil change process, both checking the fluid level to confirm it is in the safe range as well as the condition. ************** claims her transmission fluid level was 4 quarts low shortly after her oil change leading to transmission damage. She admits the vehicle has a transmission fluid leak,but believes the leak is slow enough that it would have taken **** months to leak that much fluid out. She claims during her last visit on 9-1-2022, we did not inspect the transmission fluid level and that she must have been extremely low at that time. Through our own internal investigation into the matter, our surveillance footage showed the following:

  
  - The technician immediately removes the transmission dipstick to check the level and condition (Exhibit #1)
  - The technician visually inspects the transmission dipstick to confirm the fluid level is in the safe range and the condition of the fluid (Exhibit #2)
  - The technician reinstalls the transmission dipstick to check the transmission fluid level a second time (Exhibit #3)
  - The technician visually inspects the fluid level on the transmission dipstick a second time to confirm it is in the safe range (Exhibit #4)
  - The technician shows the customer the transmission dipstick, confirming with the customer that the fluid level is in the safe range (Exhibit #5)
  

  Due to these findings, we have concluded our investigation into the claim and determined the transmission fluid level was properly checked and full during the service we provided on 09/01/22. However, it was confirmed we did mistakenly mark the invoice as sealed rather than checked. This error on the invoice has no bearing in regards to the fluid level becoming low after the service we provided. As a result, we have denied any negligence or wrong doing. Please feel free to contact our Claims Adjuster directly if you have any further questions or need more information regarding this complaint.
  

  Sincerely,
  

  Scrub-A-Dub

  
  

  Customer response

  10/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  It was a transmission and engine technician, not I, who found the leak, determined that the leak is very slow, and stated that the leak had taken a few to several months to empty to the level which it was at. I can verify that over 1 month I did NOT have a gallon of fluid appear beneath my car. In fact, there was no noticeable fluid beneath my car.

  I maintain that after being there and "checked" 4 times in a one-year period, it is highly unlikely the fluid was actually checked, particularly when marked as "sealed" the last two visits. 

  I cannot express my disappointment with this company enough.

  
  Regards,
  
  *********************

• Initial Complaint

  04/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to this car wash and it scratched up my car and I tried to work it out the manager and claims guy and they would not take care of the damage that the car wash caused ,it was on my ************* SL 55 AMG With only ****** miles,And after calling the manager **** numerous times I can hear him in the background telling the man that answer the phone tell Im not here over and over and I finally got a hold of the claim guy to arrange a meeting and I met up with him today and he said that it didnt happen there and any one can see that the brushes cause this damage and then he tried to use rubbing compound on the scratches and it didnt do anything to fix the damage I even tried to work it out with him by offering that I would install the new parts for free and he pays for the parts about $250.00 for the parts and then came all of his excuses and I left knowing I was just wasting my time trying to talk to him

  Business response

  04/29/2022

  RE: BBB Complaint #********

  
  On 03/17/2022, **************** visited our *********** location with his **** ************* SL55 AMG for a car wash. After receiving the service, **************** made the claim that the car wash scratched the plastic panels located next to the rear windshield. Upon reviewing the claim, the site manager determined the claimed damage did not result in the car wash. *************** choose to escalate this claim, at which point it was turned over to our Internal Claims Adjuster. A meeting to review the damage claim with our Internal Claims Adjustor was arranged with ****************. The explanation that was given to **************** was that the damage he is seeing on the plastic panels was not scratches, but a delamination process common with this make and model of vehicle as confirmed by online sources (see attached example).

  
  Due to these findings, we have concluded our investigation into the claim and determined the claimed damage was not a result of our car wash and we have denied this claim. Please feel free to contact our Internal Claims Adjuster if you have any further questions or need more information regarding this complaint.

  
  Sincerely,
  Scrub-A-Dub

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 21, 2022 I want to scrub a dub car wash on **************** in *********, **. I paid $119 to have my transmission fluid changed as I have ******* miles on my car. Being a disabled vet and my wife being disabled and living on a fixed income try to get the most reasonable price I can on my car repairs. Since the transmission fluid been changed to develop transmission problems but not shifting into gears and shuttering when shifting and upper gears. I took the car to Lake Chevrolet on **********. in ********* ********* on March 28. And paid $225 for them to do a diagnostic check on a transmission and to refill 2 quarts of fluid that they said was low. There are no leaks in the transmission so my only assumptions the ScrubaDub do not put the correct amount of fluid in my transmission when they changed it. I left Lake Chevrolet and drove to ScrubaDub very carefully to inform them about the bad service that I got. I was told by the assistant manager and the so-called claims representative from ScrubaDub who happen to be there at the time that they would not except my claim and it was denied. I got my car over ************** Transmission on 68th and ************* in ********* *********. I got a estimate of $2100 and change to have the transmission repaired. It will not be fixed until this coming Friday which is April 1. I have missed four days of work my wife has missed appointments as well as myself. Ill total I am out $3006 as a Friday to have this repair done on my car and my loss of earnings that I had to use. At 8:45 PM on Tuesday night I received a message from ******** which is the claims adjuster for scrub a dub . Today on Wednesday I called him up and all I got was negativity and I get the feeling that they dont want to solve this they dont care about this and its just not right. I need to have my car back this is creating financial burden on me and I will never use scrub a dub again . I do not want to see this happen to anybody else.

  Business response

  04/06/2022

  RE: BBB Complaint #********

  
  On 03/28/2022, Mr. **** visited our ************************* location with his 2019 Chevrolet Equinox claiming we under filled his transmission when we serviced it, at his request, on 03/21/2022. We immediately opened a claim to determine if we were negligent in the service we provided.Through a thorough internal investigation we discovered:

  
  - Surveillance footage of the service we performed to the vehicle confirmed the transmission was serviced according to the Manufactures specifications
  - Surveillance footage of the final transmission fluid level check confirms we performed to manufacturers specifications, which is: fluid should be dripping from the plug. If fluid is flowing in a stream from the plug, the transmission is over filled and the plug should be left out until it begins to drip
  - When the customer returned from the dealership with this claim, the fluid level was checked again and surveillance footage shows the transmission fluid was flowing in a solid stream from the check plug, confirming it was now over filled
  - Upon Mr. ****s visit on 3/28/22, signs of oil and transmission fluid leakage covered the underside of the vehicle. Customer claimed this was due to the engine oil cap left off by another one of our locations on 09/01/2021. It was confirmed via surveillance footage that the oil cap was, in fact, reinstalled properly during that service and was not the cause of the oil leak as claimed.
  - The manufacture recommends a transmission service every ****** miles. Our records and Car Fax records show this is the only time the transmission was serviced. With ******* miles on the vehicle at the time we serviced the transmission, the vehicle was ****** miles overdue.
  - The dealership stated it is possible the damaged occurred if the transmission fluid low, but may have been present prior to the service performed by Scrub-A-Dub.
  

  Due to these findings, we have concluded our investigation into the claim and how the service was performed and have not found any error or negligence. As a result, we have denied this claim. Please feel free to contact our Internal Claims Adjuster if you have any further questions or need more information regarding this complaint.
  

  Sincerely,
  

  Scrub-A-Dub

  Customer response

  04/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ***** Duty

  not accepted 

• Initial Complaint

  07/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to scrub a dub for a oil change on July 1st 2021, during this oil changed they offered if I wanted them to flush my oil system with a oil system flush cleaner ( mighty VS7). During the flush, my cars engine started to mess up as if it was about to cut off. After a few minutes they had me turn my car off due to the unknown way my engine was acting, then drained they cleaner out of my engine and replaced my oil and oil filter. Afterwards they disregarded the function of my engine and checked me out and I drove off. Several minutes and miles after leaving scrub-a-dub my engine began to make a rod knock type noise and I parked my car. I had my car towed to Subaru for a diagnostic and they determined the issue could only have been caused during the cleaning. After myself and my mother spoke with Jeremiah from Corporate multiple times, he refused to share the surveillance camera footage with me and claims that the issue is not worth opening an investigation with their insurance with.

  Business response

  08/09/2021

  RE: BBB Complaint #********

  
  This message is in response to your request for a position statement regarding the complaint received by Quintereus Barnes. At the time of our response to this complaint via the Better Business Bureau, we have already discussed this claim with Mr. Barnes and begun an investigation into his damage claim. Below is the position we have taken on this matter.

  
  After the initial claim was submitted, we conducted an internal investigation to confirm the service was performed properly. Once we confirmed that the service was performed without error and to the manufacturer specifications/direction, we have opened a discussion with the lubricant manufacturer to determine if their product could have played a role in the claimed damages. At this time, the matter is still pending with the lubricant manufacturer. However, we have concluded our investigation into how the procedure in which the service was performed and have not found any error or negligence.

  Sincerely,

  
  Scrub-A-Dub

  Customer response

  08/12/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ********** ******

• Initial Complaint

  06/08/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had a oil change done at Scrub a dub in Racine Wisconsin on Washington Ave to my 2018 GMC Sierra. I received a free car wash with my receipt. After coming out car wash I notice a scratch and two dent on the driver side bed of truck. I took my truck back and a claim was made. I receive one call from Manager. I have called 3 time and have not received a call back. I only want my truck to be fixed. I can be reached at **********03. I will not stop until this is fixed. If I have to take this to small claims court I will.

  Business response

  06/15/2021

  
  RE: BBB Complaint #********
  
  This message is in response to your request for a position statement regarding the complaint received by ***** ******* Jr. At the time of our response to this complaint via the Better Business Bureau, we have already met with Mr. ******* and concluded our investigation into the damage claim submitted by him on May 24, 2021. Below is a recollection of the events that occurred and the position we have taken on this matter.

  
  On May 24, 2021, Ms. ******* came through the car wash at 5120 Washington Ave, Racine, WI. After exiting the wash, Mr. ******* noticed the claimed damage to the driver side of his vehicle located between the tool box and rear wheel well. He approached the assistant manager who assisted him in completing a damage claim form and proceeded to document and photograph the claimed damage. The site manager contacted Mr. ******* and told him he would investigate the matter further at which point Mr. ******* stated he would be out of town in the following days and was instructed to called upon his return. When he did return and attempted to reach out to the site manager, the site manager was off of work for a few days and was not available to return Mr. Johnson’s phone calls. Mr. ******* then proceeded to submit the complaint with the Better Business Bureau on June 9, 2021. The site manager made contact with him the same day the complaint was submitted and arranged a meeting to visually inspect the vehicle. The site manager denied Mr. Johnson’s claim based the noting the damage was already on the vehicle before entering the car wash, which was captured on the surveillance camera (see attached). Mr. ******* did not accept that resolution and wanted to speak to someone else in the company. Our Internal Claim’s Adjuster contacted Mr. ******* to schedule a meeting to discuss the claim and meet with him on June 15th, 2021.

  
  Based on our secondary investigation into the claim by our Claims Adjuster, our position on this remains the same that the claimed damage was not as a result of our car wash per the pre-existing damage that was captured before entering the car wash on the video surveillance camera. Please contact me if you have any further questions or need more information regarding this complaint.

  
  Sincerely,
  
  *** **********
  President
  

  
  

*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. ↩