IR
Itzel Romero
Sep 12, 2026
I’m a resident of Flower Mound and a customer of this car wash for more than 20 years. During that time, I have never experienced the level of disrespect and unprofessional behavior that my family experienced during our recent visit.
On Saturday, September 12, at approximately 5:51 PM, my father’s GMC was damaged while going through the car wash. During the second cycle through the machine, the equipment did not appear to be dispensing water or operating properly. During the second pass, the tire bounced inside the machine, resulting in damage to the tire.
A female employee was notified about the issue. Unfortunately, instead of receiving assistance or having the incident properly documented, my father was told, “I don’t care.” He was also told, in what we felt was a disrespectful and inappropriate manner, “Don’t be lazy and wash/wipe your own car,” while the employee was speaking on the phone using speakerphone.
My father speaks limited English, and we felt that the way he was treated was disrespectful and discriminatory. As paying customers and monthly members, we expected to be treated with basic courtesy and professionalism, especially when reporting potential damage caused by the equipment.
To make matters worse, as we were leaving the location, an older male employee wearing a company uniform made an offensive gesture toward us by flipping us off.
No incident report was provided or completed at the time of the incident. When we attempted to address the employee's comments and asked to be treated with respect, the female employee returned inside and subsequently had us trespassed from the property. We were also informed that she made statements to an officer that we believe were inaccurate.
We were particularly offended by the manner in the officer that was helping us was on the side of the staff and was of no help to give us a report or website to contact and was more worried about the staff and calling each other “BROTHERS”AND SHAKING HANDS AS IF THEY WERE STICKING UP TOGETHER Given the circumstances, this contributed to our concern that we were being treated differently because of our race and/or limited English proficiency that my father experienced
This entire experience was extremely disappointing, especially considering that we have been customers for more than 20 years and have maintained monthly memberships for our family. As of today We’re canceling all memberships
I am requesting that management review this incident, including the operation of the car wash equipment, the alleged damage to the vehicle/tire, the conduct of the employees