ComplaintsforCobblestone Auto Spa

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 19, 2024. I took my 2007 ***** in for an upgraded wash./clean. While the employee was wiping the inside of the windshield he Broke off my rearview mirror, which took out a 2 inch chunk of glass from my front windshield The manager, **** did except liability, took my car information and Email to send to the corporate office The corporate office rejected the claim because my car was older than 15 years old. Cobblestone has a sign that says they are not responsible for damage of cars older than 15 years. But it was not the car wash that damaged the rearview mirror it was the employee that was quickly wiping the inside windshield. The rearview mirror was secure! Otherwise, when it broke off, it would not have taken a 2 inch hole of glass from the windshield

  

  Business response

  11/18/2024

  I can understand how disappointing it must be, although, regarding the disclaimer you mentioned, unfortunately, it does state that Cobblestone is not responsible for damage to vehicles older than 15 years, which does apply to your situation. While I understand this may not be the outcome you were hoping for, claims and insurance decisions are ultimately handled by our claims teams based on the terms of our policy and the details of the incident.
  Again, Im truly sorry this has not been resolved in a way that meets your expectations, and I appreciate your understanding of the situation as it stands. If you have any other questions or concerns, please dont hesitate to reach out.
  

• Initial Complaint

  11/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was quoted a price of ****** dollars handed them my debit card got home and realized they charged me ******** dollars went back and they said that was the charge for washing and vacuuming my jeep and said that was it!!!!

  

  Business response

  11/17/2024

  Thank you for reaching out and sharing your concern. I completely understand how frustrating this situation must be for you, especially when the charge was significantly higher than expected. Ive notified our retention team about your refund request, and they will follow up with you within 2-3 business days to assist in resolving this matter. In the meantime, please feel free to reach out if you have any additional questions or need further assistance. We are committed to ensuring this is addressed promptly and to your satisfaction.
  Thank you for your patience and understanding

• Initial Complaint

  10/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cancelled my car wash membership with Cobblestone Auto Spa in **************, ** in ***** 2024 after trading in my car in March 2024. I was assured by the employee that the membership was cancelled, I have been charged every month since ***** totaling $206.00. I have been emailing and calling leaving messages for someone to contact me and cancel my account along with getting a refund of the money owed. I even went and talked to the manager of the ************** location, the manager sent an email to management requesting the account be cancel and a refund be issue on Oct 4th 2024, that was 19 days ago and still no response. I have found that the company has mostly chosen to ignore my requests. I am going to cancel my other memberships at this point and hope they do not ignore these request.

  

  Business response

  11/06/2024

  
  Thank you for bringing this matter to our attention, and we sincerely apologize for the oversight and frustration youve experienced regarding the cancellation of your membership and the refund request. We understand how disappointing it must be to deal with this ongoing issue, especially after following the correct procedures. We have notified our retention team to address the situation as a priority. Please expect to receive a confirmation regarding the cancellation and refund within the next 2-3 business days.
  We deeply appreciate your patience and understanding as we work to resolve this matter. If you have any further questions or need additional assistance in the meantime, please dont hesitate to reach out.

• Initial Complaint

  10/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went in and got the monthly serve. The second time I went the sticker on my Jeep didn't work. They gave me a new one. They said for my inconvenient they would give me three months free. Not only did they not give me three months they charged me again so I contacted them and let them know to cancel it and they didn't. I have contacted them a few times and they are still charging my account. I am done asking.

  

  Business response

  11/05/2024

  Thank you for bringing this to our attention. I sincerely apologize for the confusion and inconvenience youve experienced. I understand how frustrating it must be to encounter these billing issues after being promised a resolution.
  Please know that Ive escalated your case to our retention team, and they are currently reviewing the details of your account. You can expect to hear back from them within 1-3 business days regarding the charges and your cancellation request.
  We genuinely value your feedback and your business, and were committed to resolving this matter promptly. Thank you for your patience as we work to correct the issue!

• Initial Complaint

  10/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 27, 2024 I used the car wash on my premium subscription and the wash process cracked the frame of my mirror. The manager called me 2 weeks later after I had to go back to the location after 10 days due to no return call. I was told my car was over 10 years old and he would not authorize fixing my mirror.

  

  Business response

  11/12/2024

  We take all concerns seriously, and I regret that you had to wait for a response. I understand the importance of timely communication, and I apologize for the delay in getting back to you.
  As part of our commitment to transparency and safety, we post a disclaimer at the entry of the car wash tunnel, informing customers about potential risks to vehicles. This is in place to ensure that all customers are aware of the possible impact on older vehicles or those with delicate components. After reviewing your case, our claims department made the decision not to cover the damage, based on this policy attached and the fact that your vehicle is over 10 years old.
  I recognize this may not be the response you were hoping for, and I truly wish I could offer a different solution. Please know that we are continuously working to improve our services, and your feedback is invaluable in helping us do so.
  If you have any further questions or concerns, please contact us at **********************************

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a horrific experience at the Cobblestone Auto Spa and they damaged my son's car seat requiring replacement as well as doing a horrible job. I have submitted online tickets for support, 4 voicemails and one call where someone was "going to call me back" No resolution and today I received an email that they will closing my ticket due to my lack of response. I am seeking $250 for my son's car seat replacement and $70 for the month of membership of which the incident occurred and the current month charge.

  

  Business response

  11/01/2024

  I sincerely apologize for the distressing experience you had at Cobblestone Auto Spa. I understand how important your concerns are, especially regarding the damage to your son's car seat and the inadequate service you received.
  To help us address this issue more effectively, could you please provide the address of the location where this occurred? You can send the details to ************************************************************.
  Thank you for your patience, and I assure you that we are committed to resolving this matter as quickly as possible.
  Best regards,

• Initial Complaint

  10/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have one vehicle and was paying for one unlimited car wash which started at $20 per month I was overcharged the following May 23 $21, May 30th $20, June 24th $21, July 1st 20, July 23rd $21,July30th $20, Aug. 23rd $21, Aug 30th $20, Sept 23rd $21, Sept 30th $34 I mostly went to the Cobblestone on *********** and Yuma but went a couple times to *************** and ************** I have reached out to both locations and they say they cant help me. I did reach out to your ************ and talked to Jocylnn and she was suppose to help then had an assistant call and ask for more numbers on my credit card. No one from your company has straightened this out. This month I have reached out and left messages and went to your website 9 times and visited both locations. I finally had to cancel membership to keep from being charged. I would like for you to send me the money I was over charged. vehicle sticker43245+867564 

  

  Business response

  10/30/2024

  Thank you for bringing your concerns to our attention. I sincerely apologize for the inconvenience and frustration you've experienced regarding your overcharges.
  I want to assure you that we have forwarded your information to the appropriate team for review. You can expect to receive a confirmation of your refund within the next 3-4 business days.
  Thank you for your patience as we work to resolve this matter for you. If you have any further questions or need assistance in the meantime, please dont hesitate to reach out to *********************** for fastest response time.
  

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a fast pass member I typically visit this location once this particular visit on or around 9/24/24 I noticed after my wash there was a what appears to be a ***** **** in the clear coat on my vehicle I went the next day to speak with a manager who said they would look into this issue and follow up there has not been a follow up as of today, so I reached out via email to the corporate office and advise them of the issue. They also stated that they needed my year make model of my vehicle that they would send it to the location and someone will get back to me regarding the matter as of today still no follow up or resolution.

  

  Business response

  10/23/2024

  Thank you for reaching out and bringing this to our attention. We sincerely apologize for the inconvenience you've experienced and the lack of follow-up regarding your vehicle's clear coat issue.
  To ensure that we address this matter promptly, could you please provide us with the address of the location where this incident occurred? We want to make sure our management team is aware and can follow up appropriately.
  Thank you for your understanding, and we look forward to resolving this for you.

• Initial Complaint

  10/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  There is NO WAY to cancel my membership. I have called and emailed (received response to cancel) but 18 months later, I am still paying. There is NO way to talk with a person to figure this out. I am paying $39/month and have tried multiple times to cancel to NO AVAIL. Their phone systems send you in a circle. I have tried multiple times to cancel online, I don't even have the car/license plate anymore.There is NO WAY the company should maintain a A+ status with BBB... There are multiple reviews of it being awful and many complaints. 

  

  Business response

  10/16/2024

  Thank you so much for taking the time to bring this to our attention and we sincerely apologize for the frustrations. We want to be sure to correct any error that may have occurred in this cancelation process. We have used your complaint info to send to our retention team to reach out to you as soon as possible and assist in canceling your account and seeing what issues may have occurred in your monthly charges. Please allow 2-3 business days to hear from them via call/or email and reach out to ********************************** if you have not received confirmation within that timeframe. Thank you for the opportunity to make this right!

• Initial Complaint

  10/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I do auto pay and on 8/10/24 I was charged $40.23. My payment should have been $20.00 I left several messages and emails with no response as to why my bill doubled. On 9/10/24 I was charged $40.23 and again I received not response. I canceled my auto pay and tried again to file a complaint and ask for a refund. I did get a response and was told by ******** S that the rates went up in June so I would not get a refund. They did not send out any correspondence regarding the rate increase. This company is shady and very rude.

  

  Business response

  10/16/2024

  Thank you so much for taking the time to bring this to our attention and we sincerely apologize for the frustrations. We want to be sure to correct any error that may have occurred in this cancelation process. We have used your complaint info to send to our retention team to reach out to you as soon as possible and assist in canceling your account and seeing what issues may have occurred in your monthly charges. Please allow 2-3 business days to hear from them via call/or email and reach out to ********************************** if you have not received confirmation within that timeframe. Thank you for the opportunity to make this right!

*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. ↩