Complaints
Current Alerts For This Business
On September 27, 2022, Better Business Bureau recognized a pattern of consumer complaints filed against Cobblestone Auto Spa regarding customer service, service and repair, and billing.
Consumers allege that their vehicles were damaged by the car wash; when trying to notify Cobblestone Auto Spa, they were mistreated or ignored. Additionally, consumers claim that Cobblestone Auto Spa failed to resolve the issue in a timely manner, stopped responding, and/or denied being at fault. Consumers also allege having issues with their membership; either being billed incorrectly, unable to cancel membership, or membership does not provide services that were promised upon sale.
On October 24, 2022, Cobblestone Auto Spa addressed the pattern of complaints with the following statement:
"Cobblestone has carefully investigated the pattern of reviews with our marketing and operations departments. As a company, we have not been the best at responding to customer complaints or reviews, this has resulted in an “F” rating with the BBB. In the attempt to fix this rating, as well as address all customer concerns in a timely manner, we have decided with our on-site GMs (of which handle any damage cases) that they will be expected to address any and all complaints, concerns, questions etc. that we receive as a company within 24 hours of the time you received the complaint. All resolutions or follow ups will be recorded with our Reputation Management associate who will track their resolutions. Our reputation management associate will track the execution of damage claims and report them to operations monthly. If they do not hear back from on-site management team with a resolution it will be labeled as “pending resolution”. If they fail to address the concerns, it will affect their administration portion of their monthly bonus. We hope this will create a better sense of urgency within our team and create a better and more sincere resolution for our customers in the future. Our new website creates an easier portal for any and all billing issues and we have also reached out to customer service to provide a new standard and expectations with reaching accounts and canceling them within a quoted 3-4 day period.
We thank you again for assisting Cobblestone in creating higher quality standards for our customer and look forward to increasing our rating with our new expectations and guidelines in the near future."
This rating reflects BBB's opinion about the entire organization's interactions with its customers, including interactions with local locations.
Contact Information
Customer Complaints Summary
0 total complaints in the last 3 years.
0 complaints closed in the last 12 months.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.