Brio Hand Car Wash & Detail - Spring Branch

On Thanksgiving Day, my husband and I brought our truck to this car wash and paid for one of their highest detailing packages. We were there for quite a while, and during that time we noticed the manager, Brian, driving customers’ vehicles very aggressively. Although he did not personally work on our truck, we did see him performing final inspections on all vehicles. After leaving the car wash and stopping at a gas station right down the road, my husband noticed that our trailer brake/hitch component was broken. The broken piece appeared to have been intentionally tucked away, making it less noticeable. We immediately returned to the car wash and showed Brian the damage. He took my husband’s phone number, a picture, and said he would get a quote and call us. A week passed with no contact. My husband and I went back in person, and while Brian was not there, another manager confirmed he was aware of the situation but stated it was Brian’s responsibility to handle. The next morning we spoke with Brian again, and he said he would order the part. After that, we heard nothing. At this point, we obtained a quote from our dealership. The cost to properly replace the damaged part was $938, and we were advised that allowing a third party to repair it could void our truck’s warranty. It would be best to do it through GMC. We returned to the car wash again, this time documenting the interaction. Brian initially offered $200, which we declined, providing the dealership quote instead. He took the paperwork, stepped away for about 30 minutes (stating the owner was out of the country), and eventually came back saying they would pay for the repair. Replacing this particular component is not a simple exterior fix. According to the dealership, the repair requires removing parts of the truck’s center console and recalibrating the trailer brake system to ensure it functions properly and safely. Despite this, Brian suggested repairing the part himself in the car wash parking lot, which would have risked improper calibration and potentially voided our factory warranty. However, the situation continued to unravel. Brian claimed he coordinated same-day service with a dealership in Katy, but when we contacted that location directly, they told us he had called but the service they told he they could provide that day would be a tire rotation, not a repair, and that no parts had been ordered. This forced us to reverse back into to the car wash yet again. We told him we were sure what he was trying to pull but this was getting out of hand. We have been patient and tried to work with you. At this point. You need to work with our original dealership and get this paid. Our original dealership confirmed they could accept payment directly over the phone or in person. Brian stated on video that he would call and handle the payment. That was on 12/15. He never followed through. Since then, the dealership has confirmed that Brian never called, despite having the direct contact information. They also attempted to reach him, and he ignored their calls. As of January 13, Brian continues to avoid our calls. My husband works out of town, making it difficult to keep returning in person, but we plan to go back again once he is home. Overall, this experience has been extremely frustrating and disappointing. The detailing itself was not impressive for the amount of time spent or the premium price paid. Despite their claims of frequently working with luxury vehicles, their handling of cars appears careless and unprofessional. Between the aggressive driving, the hidden damage, and the ongoing lack of accountability, I would not recommend trusting this business with your vehicle. The picture I attached is Brian getting my husband’s phone number, and he had just taken a picture of the broken brake hitch.

Amazing work and great prices. Ask for Bryan and he’ll do the rest!!!! Looks the same as when we drove it off the lot 4 years and 50,000 miles ago.