16 Customer Reviews
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Review from Lynne H.
1 star08/20/2024
I am writing this review to hopefully prevent others from the terrible and very unprofessional service my wife received at this location.My wife's 2016 Hondas CRV was damaged while running through this car wash. The passenger side front door handle was "torn" off and needs to be replaced.******* has completely refused to take ownership of this damage.They "claim" that there is evidence of prior damage to this handle.They base this on a video camera footage that "Supposedly" shows a gap between the front portion of the handle and the small rear trim part OF THE HANDLE. Yes there is a gap. But the gap is part of the design of that car handle. And the entry video that was shown to us is simply not in any way conclusive.Our damages come to over $710 and we are stuck because they will NOT budge on their ( false claim) /that prior damage was the root cause.We have been trying to get a "fair" solution to this incident since Tuesday August 6th.We have complied with all of *******'s requirements filled out the incident report ...and we just keep getting the run around . They fail to return our calls on the promised date. We leave messages and there is not response.And just today we received the final blow. The district area supervisor called and said that they have "video proof" that there was prior damage that contributed to outcome of the damage.NOT TRUE
Express Wash Holdco, LLC Response
08/27/2024
Thank you for sharing your concern with us, we can see how this must be frustrating and apologize that you have had a bad experience with us. Our team reviews all incidents with a thorough process to ensure we are taking all things into consideration. We stand behind the decision that has been made to deny the claim.Review from Mindy M
1 star08/19/2024
I am not satisfied with the denied claim decision over my vehicle damage. First, my car was not properly guided onto the tracks, and I went through at snail's pace just to have a trim piece fly off my car when going through the dryers. ******* from claims stated they won't cover the claim due to "normal ************ of my car, but my car is a 2022. 2 years is not long enough to have a roof trim piece loosen to the point it flies off during a car wash. I would understand if my car was 6 years or more, but not 2 years. This is unacceptable and not good customer service. I had just purchased a monthly membership at the car wash, which I will be cancelling now. The ********, IN location was very nice in assisting me with the claim form, but I disagree and am unsatisfied with their corporate office's decision to deny my claim.Express Wash Holdco, LLC Response
08/20/2024
*****, thank you for sharing your concern with us and we are sorry to hear that you were not satisfied with the outcome of your claim. There are many factors that we take into consideration when reviewing an incident report. Based on your report, the location reviewed the footage and determined the wash did not malfunction or cause the damage. If you have any further questions regarding your incident, please reach out to our insurance company at ************. We are sorry to see you go as a customer and hope that you will reconsider in the future. If you have any other questions regarding your account you can reach out **************** team at ************. Thank you.Review from Lonnie C
1 star08/17/2024
I waited in line while ***** carried on a conversation with the vehicle in front of me. I understand there are complications, but as I observed 3 other vehicles proceed in another lane, I asked ***** what the delay was. He stated you can proceeds now whatever as I drove off. Upon paying the 12 dollar mid wash , my car was not air dried. I entered the office to see why I did not receive a blow dry to be greeted by ***** who stared right off by saying that was not out of vengeance hmmmm then proceeded to tell me he could get his manager but he was Spanish and could not pronounce ***** last name. I understand that the level of individuals you employ are still learning customer service, but maybe tell someone before they proceed that due to a chip in a windshield you cannot dry. Kind of odd there is high pressure soap and water on the windshield but air dry no? Do better. Zero stars.Review from andy c
1 star04/30/2024
Went through the Sylvania wash on Monroe Street 4/25/24 and the dryer blew off a substantial piece of trim located on my roof top. I had to fill out an incident form (felt like I was filling out a Mortgage application). Then told it would be 72hrs for them to go over cameras and low and behold they indicated it wasn't their fault. When you act as judge and jury, I knew my outcome was bleak. I went to a well-respected body shop in which I was told there that that molding was blown off by the dryer system because of the dryer pressure point is very strong and if my molding was loose, it would have blown off by driving. So, buyer beware when joining these membership washes, although convenient you are taking a risk every time you enter that wash tunnel. This will be perused by my insurance company. I have 4 cars subscribed and now trying to cancel is turning out to be a challenge. The customer service is nonexistent with a poorly run management company.Review from Ralph D
1 star09/13/2023
The Flying Ace car wash on Far Hills in Centerville had a malfunction while our vehicle went through. One of their brushes came down hard against the hood causing multiple chips in the paint across the hood. We filed a complaint that the manager said would be sent to the corporate. The manager called me three times over several weeks on the second call he started waffling stating their cameras weren't working and he was waiting on a decision from corporate, the next call the lies started flying,the machines only go up during a malfunction, they would only scratch the paint and not chip it, there is nothing here that would cause that kind of damage and more bs. I'm pretty sure he was reading from a script. Not a good company to do business with.Review from Walaaeldin D
1 star06/21/2023
I am a customer with them 7 years ago, this year they increased the unlimited was from 14.99 to 20$, and they stop giving the airfreshner for free by june 2023 suddenly, and you cant even get a towel any more to clean your car and give it back as usual, and when i tried to wash my car in beavercreek, one of the workers said fuck cause he told me to drive forward and i didnt instantly, this business is difinetly going down, bad service, impolite employeesReview from May T
1 star05/16/2023
I went for a car wash couple weeks ago. When I got home, I found out that one big piece of my car’s paint came off. I was so upset, so I called the store. They showed me the camera and we could see that my car’s paint did not peel off before I got their service. It literally happened after couple months I got my car wash at their store. However, they denied that happened because of their bad service.Review from Melissa N
1 star04/18/2023
I had a monthly membership and canceled it when the carwash close to me caught on fire. After the carwash reopened I went to the link I received when I canceled and clicked on it to renew my membership. After entering my credit card information and submitting it to restart my membership I received a message saying there was an issue processing my information. I verified my information, hit send again. I again received the same message. I hit send again and still received the same error message. I went to the carwash and the attendant was able to restart my membership. The next day I looked at my bank statement and was charged four times, $36 each time for the membership. The attendants at the carwash are kids and said they can't help me with my issue. I have emailed customer service twice about this and have not received a reply back. If I don't receive a reply soon and have my money refunded I will cancel my membership and never come back. Terrible customer service, but I guess this is now the norm.Review from Bill R
1 star04/05/2023
Terrible experience. I sold my car and tried to cancel my membership. Their website doesn't work to cancel, their customer service doesn't answer the phone, the chat function doesn't work, the local store employees are told to not handle memberships. It obvious they have intentionally made the cancellation process as difficult as possible to continue to charge people. After a week I still have no call back, no email and no desire to assist me. Bad business, poor leadership, with bad intentions against its customers.Review from Randy c
1 star01/27/2023
I am not sure what happened but when I got to the entrance this young adult said "Next time do what I told you" I was unaware he said anything. I am a senior citizen, an employee should not be rude to the their clientele. This happened 1/27/2023 at 5:18 PM ET.Express Wash Holdco, LLC Response
01/31/2023
I'm sorry to hear about your experience, and this is certainly not the customer service we strive to offer. This will be addressed at all our sites.
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