ComplaintsforAutobell Car Wash, LLC

• Initial Complaint

  10/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/03/2024 $69.99 Super unlimited plan On October 3, 2024 I bought the super unlimited plan to wash my car. They did not clean the interior of the car, which is included in that plan. On Monday, October 7, I tried to wash my car again, but they told me that I had to have the app to be able to wash my car. The employee said that I could not wash my car because I need to have the app. When I bought the plan, they did NOT tell me that I had to have the app to use the car wash. My cell phone does not work and I do not know until when I can replace it. The number I provided is my home or landline, so I cannot download the app.I have contacted Autobell on three different occasions asking them to return my money because I did not know that I had to have the app to wash my car at Autobell. Explaining to them that my cell phone does not work and I do not know until when I can replace it. that when I buy the unlimited plan I use The number I provided is my home or landline.

  Business response

  10/15/2024

  Autobell is currently running a new promotion in association with the National Breast Cancer Foundation, INC (NBCF). From September 30, 2024, through November 3, 2024, Autobell customers who purchase a car wash at any of the company’s 90 locations in 5 states and are not currently Autobell Unlimited? plan members will receive a complimentary 30-day Unlimited wash plan that corresponds to the single wash purchased. Autobell will contribute a portion of proceeds from these wash sales to NBCF. 

  Ms. Garcia purchased a Super Polyprocess car wash at one of our Autobell locations, and she was enrolled in this promotion. A Super Unlimited plan typically charges $69.99 (plus state and local tax) each month, but with this promotion she only paid the cost of a single Super Polyprocess Wash ($37.44). Upon her contact stating that she was not able to download the Autobell App we cancelled the Unlimited Plan so that no further charges are withdrawn. Ms. Garcia was only charged $37.44 on October 3, 2024, for the Super Polyprocess wash that she received. No further refunds will be issued at this time.

  Sincerely,

  Autobell Customer Care

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  While my car was being washed at auto bell car wash on *********** in Indian trail, nc my passenger side mirror snapped off and was tossed about. Employee came out and filled report. Told me and my companion that we could take it anywhere and auto bell would pay for it, Store manager came out looked at mirror, saw some scratches on bottom m side of mirror which probably happened while being tossed around in car wash before it was finished and said it was previously damaged and the were not responsible. We were told by employee filling out report we could let them have it repaired or take it to a place we picked. Employee denied saying it. Manager insisted it had previous damage. Tried to explain it did not have any previous damage, Was perfectly fine going into car wash we saw it snap while getting washed. Manager was disrespectful, argumentative and arrogant. Taped mirror to car and never said another word and went inside store, while employee still their I filed complaint with district manager,

  Business response

  09/27/2024

  Thank you for allowing us to respond. On 09/25/2024 ************ visited our site and utilized our services. Upon exiting the wash, she noticed the passenger mirror was damaged. An investigation was initiated. The investigation determined that all car wash equipment was operating properly. Furthermore, there was evidence of preexisting damage to the mirror housing as well as damage to the sub assembly prior to Mrs. ********* visit. Autobell Car Wash does not accept liability for previously damaged items and stands behind the quality and safety of our equipment, procedures, and practices.
  
  
  **** *****
  Store Manager  

  Customer response

  09/27/2024

   
  I am rejecting this response because: The manager also walked around my car looking for scratches and chips saying that this proved his rejection. Also he kept putting mirror on door of car while looking at it and we told him he was scratching door.  This too might have caused some of the marks he took pictures of.If you look at any videos they may have going into the car wash you will find my mirror was securely attached not hanging down 
  
  

  Business response

  09/30/2024

  After reviewing the details of this incident, Autobell is unable to accept responsibility for the damage. Based off of our Store Managers investigation Autobell stands behind the safety of our equipment, procedures and practices.
  
  Thank you,

  
  **** *******
  District Manager

  Customer response

  09/30/2024

   
  I am rejecting this response because:
  I agree that their equipment was not at fault but it was their equipment that snapped the mirror  and continued to damage the mirror while it was violently tossed about until wash was finished. I did not give the manager take pictures of my car,  How do I know if during my monthly car wash that the mirror was not damaged previously ,I am sure if there are cameras , you will find that my mirror was not hanging down or any lower than the mirror on the other side of my car. Auto bell is negligible and just wont accept responsibility as I have seen in many of their cases. It is too bad they would rather lose a good customer than pay for a mirror

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a car wash at this location and my windshield was cracked as a result. I understand car washes do not assume the responsibility of this but I requested a refund on the wash and the manager stated that they do not have a refund system. How can you not have a refund system? I asked what are they doing for customer service/dis satisfaction and he stated nothing. This does not sit well with me. He offered a free wash but why would I want that when my windshield was cracked from there. The manager was not empathic at all.

  Business response

  08/15/2024

  Thank you for bringing this to our attention. Autobell stands behind the safety and integrity of our equipment and processes. Through our investigative process we have previously replaced parts of vehicles that we found to have been broken or damaged by the wash. In this situation, the customer had previous damage to the windshield (a rock chip). As the customer was going through the car wash the windshield was hot from the sun and the cool water from the car wash expanded a crack coming from the previous damage.
  

  While Autobell cannot issue a refund for the wash since the customer received the wash and services that she paid for. We do, however, offer a Life Happens Policy which allows the customer to bring their vehicle back at their convenience to get another wash of the same kind at no charge.  
  
  Thank you,

  *****************************, Store Manager

• Initial Complaint

  07/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have tried to purchase a monthly membership but have been denied in May,**** and most recently yesterday. When I called the customer service number this morning, a representative said that they looked up my account, took my information and that they would contact me today. I called back at 8:56pm . A representative answered and said hello 4 times, acted like they couldnt hear me until I said never mind, Ill just notify the better business bureau. Suddenly they could hear me. Unacceptable service and response time.

  Business response

  07/12/2024

  ****************,
  We apologize that we did not meet your customer service expectations during the call. We have reviewed recorded calls and there seemed to be a connection issue.

  
  After looking at your App profile, our customer service representative contacted you today to help walk you through the necessary steps to make purchases through the Autobell App. Unfortunately, you were driving and unable to speak with the representative.  You indicated on the call you had filed a complaint through the BBB.  Therefore, we felt this was the best way to address your needs.

  
  Our records indicate the location services while using the Autobell App have been turned off since October 2023.  
  Please follow the steps outlined below.
  Open the Autobell App and select each of the following:
  More (3 dots at the bottom right corner)
  User Settings
  Manage App Permissions
  Location Services
  Location
  Either Always or While Using the App must be checked
  Precise Location must be green indicating it is turned on
  Close the App completely and reopen.
  You should be able to make a purchase without receiving an error response.
  
  If for some reason these steps do not correct the issue, please go to the main settings on your mobile device, select Privacy & Security, and Location Services.  Make certain this is turned On.

  
  We look forward to seeing you at one of car washes in the near future.
  
  Sincerely,
  Autobell Customer Care
  

  
  

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today, 7/9/24, I went to the Autobell location at **************************, **. I purchased the $39 full service package, which included the following:Exterior cleaning Robotic wheel cleaning Interior vacuum of carpets and seats Underbody wash Double Polyprocess? for a spectacular clean AUTOGLOSS? specially formulated for lasting shine Dash, door panel, and console wiped down Interior window cleaning Application of tire gloss Fragrance of your choice Hand-dry by our team Wipe rubber mats Application of polish Application of sealer Rain Repellent I tipped the two employees that washed my car $10, then got in. I was so upset to discover that half of the promised services were not even completed. My car was left just as dirty inside as it was when I brought it in. My console was covered in smeared around grime, the gear shift is covered in a pile of sand. The floor mats are still covered in dirt, they weren't even vacuumed completely and the service supposedly included them being wiped down. My interior windows are still filthy, there's one clean swipe you can see that was made down the middle of the grime. My service also included a fragrance and I did not get that either. I'm so upset I was charged $40 for absolutely nothing. This could have been a $8 automatic car wash. I feel robbed!

  Business response

  07/11/2024

  ****************,

  We apologize your experience did not meet your and our expectation of excellence.  Your contact information has been forwarded to the local store manager who will be reaching out to you to discuss your concerns.  While Autobell does not offer refunds, we do guarantee a clean vehicle. 

  We appreciate your business and look forward to seeing you again soon to resolve these issues.

  Sincerely,

  Autobell Customer Care

   

  Customer response

  07/11/2024

   
  I am rejecting this response because:
  

  I absolutely demand a refund, you telling me that your company does not offer a refund for a product and service I didn't receive would not hold up in court. 

  There is absolutely no other solution for me other than a refund. I will NEVER bring my car back to your establishment.

  
  

  Business response

  07/11/2024

  ****************,

  We understand your frustration.  Our store manager will be contacting you today.

  Regards,

  Autobell Customer Care

  Customer response

  07/11/2024

   
  I am rejecting this response because:
  

  I don't want to speak to the manager if they are just going to tell me your policy is no refunds. I don't want my car cleaned again, I finished it myself when I came home. I want a refund for the service I didn't received.

  
  

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the Autobell car wash on May 13, 2024. I noticed my rear right break light broken with blue string the exact color of the wash brushes from the car wash. My car is brand new with no damage but the back light. I filed a complaint 6/3/24. One of the workers took my statement, took pictures and said it would get processed but when he went inside he said he already spoke to the manager and they denied my claim because it has not happened to any other cars to his knowledge.

  Business response

  06/12/2024

  Thank you for providing us the opportunity to respond. ******************** had her vehicle washed on May 13, 2024. She returned on June 3, 2024, stating that her passenger side taillight was damaged. An incident report was filled out at this time. Upon investigation, we found that all of our equipment was in working order. There was no damage done to any other vehicle on the day of her service or the time leading up to her return. Autobell stands behind the integrity and safety of their equipment and processes. Due to the lack of evidence, Autobell does not accept responsibility for this claim.
  
  Sincerely,
  *************************, District Manager
  Autobell Car Wash, LLC.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family and I have been members of the ************* location in **********, ** for several years. We have maintained the $75 monthly subscription with several vehicles and consistently visit 3-4 times a week. On May 25th at 7pm our driver's side bumper was severely damaged (pictured below) and store manager, **** and District Manager, **** are refusing responsibility based off a conversation **** and I had several weeks ago. During that conversation **** made a general statement that, Auto Bell has had issues with ******* Navigators coming through their wash. This matched with **** admitting that it is his opinion that a clip on the bumper may have been loose prior to entering - they are refusing responsibility. The lack of integrity is astonishing! One things for certain, even the most prominent companies and people reap the benefits of both poor and good customer service. If you continue on this route a decline in paid membership and loyal customers, like myself, will soon deplete. I hope it was worth it. Car owners beware!UPDATE: ********************* just called to let me know that I could stop with my ****** Reviews and ******** posts because all requests circle back to him and he is the one all-be-all. He explained that hes both the District and Regional manager and nothing is going to change. Powerful! Good ole boys network at its finest I suppose. During our conversation at the store he also let me know that he was once the store manager at the same location. Amazingly small circle.One things for sure, the truth always has a way of revealing itself. It may take 1 day, 1 month or maybe even 10 years but companies who lack integrity will not win in the end.nd loyal customers, like myself, will soon deplete. I hope it was worth it. Car owners beware!

  Business response

  06/07/2024

  Thank you for providing us with the opportunity to respond. The customer came in for a car wash on 5/25/2024 and reported damage to the rear bumper. Upon investigation it was found that the bumper had a previous condition that allowed for the bumper to be pulled loose. Due to this and the store managers prior conversation with the customer ********************** does not accept responsibility for damage to the bumper.
  
  Thank you,
  *********************
  District Manager Autobell Car Wash

  Customer response

  06/08/2024

   
  I am rejecting this response because:
  There was not prior damage to my vehicle and I have explained this to **** and **** on numerous occasions. The conversation that I had with the manager was in reference to his past experience with vehicles like mine and NOT specific to existing damage. If this were the case, protocol would be in place for me acknowledge just as I did the incident report on May 25th. There is no acknowledgment of this conversation because it never happened. Upon further investigation on my end, this specific location has a history of damage to vehicles in the rear bumper which proves some level of faulty equipment. I reject this response. 

  Business response

  06/14/2024

  Autobell stands behind our investigation, and the safety and integrity of our wash process and equipment.  Autobell does not accept responsibility for damage to this vehicle. 
  

  *************************, District Manager
  Autobell Car Wash, LLC

  Customer response

  06/14/2024

   
  We are rejecting this response because standing behind the integrity of your process and business model does NOT negate the ****** Upon entering the wash, I did not have damage. Upon exiting, I did. I am not the only consumer with this complaint. SUVs with similar makes/models, at the same location on *************,  experienced the EXACT damage as my vehicle (rear drivers side bumper). We will relentlessly pursue this request until Auto Bell takes responsibility and practices the integrity they speak so often of. This is not monetary. This is principle. Auto Bell should be ashamed of how theyre treating a loyal (now former) member. 
  
  

  Business response

  06/17/2024

  In summary, we have investigated and find no evidence to support the claim.

   

  *************************, Operations Director

  Autobell Car Wash, LLC

  Customer response

  06/17/2024

   
  I am rejecting this response because: In summary, Auto Bell has zero evidence to their stance. We stand on facts. Upon entering the wash, there was no damage to my vehicle. Upon exiting, our rear bumper was holding on by a thread and we are not the first victims. We are not satisfied and reject the response. The proof is in the pudding and you know it. Vague and passive aggressive responses will not rectify this issue. It only proves the lack of validity to your argument. 
  
  

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  , Im so furious that my hands are shaking writing this, my truck is ruined I got my truck cleaned on April 18 they cleaned it and applied supposedly armor all on all the interior today I was taking the dust of the top of the dash board and I feel like my whole leather lining has separated and now there are huge waves/ bubbles that has separated and it looks terrible this is my everyday driver now Im furiously upset that when I went to confront the store to speak to the manager, had me fill out paper work, comes out and then to tell my claim has been denied, shocked from his incompetence to bring a rag out and show me the quote on quote the process of how the cleaning is done and I proceeded to let him know that i assume you guys know what your doing im here to let you know that what ever chemical used on my truck armor all has ruined/ damage the leather on my truck and I need it fixed Im not going to be driving around with a damage interior, this is a high end truck ram 2500 longhorn all he had to say was claimed denied to bad and then gave me a phone number *********** called I been on hold for 2 hours and no answer on the recording prior to the wait said we are available 24/7 365 days and no answer from anybody. No im driving with my interior destroyed and they dont want to be responsible for what they have done, and the last note the manager said to me maybe some one else did it Im like my truck hasnt been cleaned since you guys did it because my truck still has the oily mess of armor all on it. Never again

  Business response

  05/23/2024

  ********************** had his vehicle washed at our location on 4/18/24. On 5/11/24 (23 days later) ********************** returned to our location claiming waves/ bubbles were present in his dashboard. Numerous other vehicles washed on 4/18/24 received identical services with the same products and wash process as performed on ************************** vehicle with no damage to the dashboard.When customer retuned to the location on 5/11/24 all equipment and products were reinspected and found to be in safe working condition. On 5/11/24 vehicles were being serviced with identical procedures and processes with no issues. Our store manager met with the customer and showed him all of the materials and products used to clean his vehicle. The store manager also demonstrated our interior cleaning procedure to the customer. Identical products were used on other parts of his vehicle's interior with no bubbling or waving. I spoke with ********************** on 5/15/24 regarding this matter and explained our stance on why Autobell should not be held responsible for the bubbling found on his dashboard. I personally inspected equipment and products on 5/15/24 and found everything to be in safe working order. Upon further investigation we found that this is a widespread manufacturer defect for the 2019 Ram 2500 Longhorn's dashboard as indicated by multiple sources. Through our investigation of ************************** vehicle, vehicles washed using the same products and processes, and our inspection of our equipment, Autobell will stand by our initial decision.
  

  Sincerely,
  *********************,
  District Manager 

  Customer response

  05/23/2024

   
  I am rejecting this response because:
   not worth dealing with any more Ive learn my ****** not to do business with them and will be advising other people to stay away from them, clearly trying to wash there hands of and putting the blame on something else 

  Business response

  05/28/2024

  Multiple sources have stated that bubbling on the dashboard is a widespread manufacturer defect for the 2019 Ram 2500 Longhorn's dashboard. Through our investigation of ************************** vehicle, vehicles washed using the same products and processes, and our inspection of our equipment, Autobell will stand by our decision.

  Sincerely, 

  *********************, District Manager

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  An employee at this location stole my sons phone from the car during a car wash. The theft was reviewed via security camera by the Manager. Manager attempted to contact employee who had subsequently blocked his calls. Manager advised we file a police report as he was not able to. District Manager was also contacted. We have requested the company replace the stolen phone. They are no longer communicating with us and have not taken responsibility for their employees actions.

  Customer response

  02/07/2024

  ***********************************************************************

  Business response

  02/07/2024

  We are fully aware of this incident at our ********************* location as weve seen your multiple reviews across our social media platforms as well as the several calls made to our home office and direct contact with our district manager. It is our understanding that the police have been contacted regarding this matter. We stand ready to help them with their investigation anyway we can.

  Customer response

  02/08/2024

   
  I am rejecting this response because:
  This is not a solution. I have requested you be responsible for your employeess actions and theft that occurred on your property while you were in possession of my vehicle. ******************* has not contacted us and we have no information from them. That avenue has been explored. The phone has no chance of being recovered at this point as it has been over a week. You have not helped us. You have not apologized to us. You have looked the other way and it is not a good look for future customers who might entrust you with their vehicles. 

  Business response

  02/13/2024

  We are unable to respond to your request while the **************************** is conducting its investigation.  We will continue to support them during their investigation in any way possible.  Please follow up with your point of contact at the **************************** regarding the status.

  Customer response

  02/17/2024

  Unable to respond is AutoBells way of saying they choose not to respond and will not be replacing the phone stolen by their employee. I am obviously not happy about their complacency, but I am glad to have filed this complaint so that all others can see the lack of accountability by the leadership of this company. We all have choices we can make in unusual and unfair situations, which is what this is. I hope AutoBell learns from this experience that they made the wrong one. Doing the right thing is always a win-win. 
  
  

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I write about a 12/20/2023 accident at Autobell Car Wash, LLC (Autobell) staff, location 4 at *********************************** our ****** as part of a service we paid for. Specifically,*****************, wife to ***********************, paid $32.16 for the super *********** service (ticket #****) on our car. TICKET #**** ATTACHED (1).When the hand cleaning by Autobell staff person Raquerious (sp?) (AKA Rock) finished, **** was called back to the car and found our navigation screen damaged. We reported this damage to Autobell store manager and filed Autobell claim #******. We also called the police and our insurance company Progressive. CLAIM #****** ATTACHED (2).A 2nd Autobell customer confronted us and explained that her car was damaged too, that there are eyewitnesses and clear evidence of Autobells culpability; yet, they won't take responsibility. AND Location 4 manager **** and his colleague ******************************* returned and refuse to take responsibility due to a lack of evidence.On 12/22/23, *********************** CLT sent an e-mail and quote to fix the damaged radio screen. E-MAIL+QUOTE ATTACHED (3-4).On 12/22/23, I submitted an online Autobell customer service complaint with full documention. TEXT TRANSCRIPT ATTACHED (5).On 01/18/24, after speaking to three different customer service reps and weeks of silence, I spoke to a 4th representative and submitted a second online complaint. TEXT TRANSCRIPT ATTACHED (6).On 01/20/24, Location 4 store manager **** left me a voicemail explaining that will not take responsibility. I HAVE THE VOICEMAIL.On 01/22/24, I sent **** a document explaining our position, inviting them one last time to take responsibility. DOCUMENT ATTACHED (7).On 01/25/24, *** from Autobell (phone # ************) calls and explains that won't take responsibility. I called Progressive who told us that Autobell is at fault but we must pay $500 deductible to repair.We ask BBB to get Autobell to reimburse us $32.16 for service + $500 for deductible.

  Business response

  01/29/2024

  Thank you for providing us the opportunity to respond. Our customer, *****************, came to the location and purchased ************ and exterior service. After receiving this service, she reported marks on her touch screen. We take the safety of the interior and exterior of our customers' vehicle very seriously. We start every car with a clean microfiber towel, color coded for interiors only.The only surface that microfiber towel touched are the glass and dashboard. We were able to isolate the towel used for the cleaning. ****, her husband *****, and the management team were able to inspect the towel and found nothing foreign that could be responsible for the damage. Autobell has no evidence of equipment malfunction or employee negligence, therefore we are denying responsibility for the damage.
  
  ********************************** Manager

  Autobell Car Wash, LLC.

*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. ↩