Beware! Beware! Beware!…read more
I recently moved to the area from the East Valley, and was looking for a new car washing service and tried the Super Star Car Wash location in Peoria on 67th Ave.
. On July 3, 2025, I took a routine fitness class at Lifetime (right next door to this car wash) and drove over to get my vehicle washed.
As I exited the wash, I discovered that the machine had completely ripped off my rear fender. The site manager apologized, accepted responsibility, and told me their claims representative would contact me within 24 hours to resolve the matter.
That never happened.
Instead, I was ignored for weeks. When I finally got a system-generated response, it was a denial--issued without investigation, without a single question to me, and without the video proof they originally promised to provide (their staff admitted the cameras exist).
I emailed customer service repeatedly. I even tracked down their claims email address and sent multiple follow-ups. No replies.
Thankfully, I have comprehensive and collision coverage, so my insurance will cover repairs--but that's not the point. This company caused the damage, and they should be responsible. Filing a claim through my insurance will likely raise my rates for the next 3-7 years depending on location. That's not fair to consumers--it's the company's responsibility to make customers whole.
When I was finally able to get a ride back to the wash (my car was undrivable because the fender was dragging), the store manager told me the regional manager was on vacation, the previous store manager had been let go, and I wasn't the only customer that week with damage they refused to cover. He admitted frustration but ultimately said he couldn't help. He gave me the regional manager's email, who--surprise--never responded either.
A week later, I received a generic email from a "claims representative" denying my claim without:
* Speaking to me
* Requesting photographic proof
* Reviewing the video evidence I know exists
I responded, asking for the denial criteria, the promised video, and offering video from Lifetime showing my vehicle in perfect condition right before the wash. I also have service records proving there was no prior rear-end damage. To this day (August 14, 2025), I've had no response.
The stress of dealing with Superstar Car Wash began to affect my mental health. Eventually, I had no choice but to file through my insurance, using all my vacation time because I couldn't get to work, then working unpaid when my time ran out. My insurance company is now also being ignored by Superstar Car Wash and is escalating the matter internally to advocate for me.
I should not have had to:
* File an insurance claim
* Pay my deductible
* Rent a car
* Suffer a potential rate increase for years
This company's behavior is abhorrent--ignoring customers, denying responsibility without investigation, and leaving people to suffer financial and emotional harm.
If you do business with a company that could potentially damage your property, beware: a reputable business should take responsibility, not dodge it.
I've taken time to write this because I believe consumers deserve to know. I have documented proof of every email and non-response from Superstar Car Wash, should anyone wish to see it.
Final note: The on-site staff were kind. Jacob, in particular, was a shining light in this nightmare--professional, empathetic, and doing his best in an impossible situation. He deserves a raise and a better company to work for.