Complaints

This profile includes complaints for Marc-1 Car Wash's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Marc-1 Car Wash has 15 locations, listed below.

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  Marc-1 Car Wash

  Pelham, AL 35124-1800

  
• 

  Marc-1 Car Wash

  550 Palisades Blvd Homewood, AL 35209-5100

  
• 

  Marc-1 Car Wash

  1802 Highway 78 E Jasper, AL 35501-4038

  
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  Marc-1 Car Wash

  490 Old Farm Ln S Prattville, AL 36066-6526

  
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  Marc-1 Car Wash

  156 Highway 304 Calera, AL 35040-5533

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/22/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Issue: I purchased unlimited car washes with Marc1 Car Wash in ******* that provided a car wash and a tire shine package for four different suv's (Marc1 car ID's: *******, *********, *********, *********) within the past years - all have been and remain active memberships. Upon signup, the car washes would not increase in price unless I wanted to upgrade to another plan being offered - I did not want or need to change services - I had what I purchased - car wash and tire shine.Marc1 Car Wash, after installing a "new system" a month or so ago, now will not honor our agreement to include the tire shine as part of contracted service. However - for a price increase they will provide my already contracted service, once more. This, at a minimum is a breach of contract.

• Initial Complaint

  Date:11/06/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told by the attendant that ****-1 was running a special promotion , pay the amount for a $15.00 car wash and I could get a month of free car wash.One month later Marc-1 car wash takes $24.95 out of my checking account.Nothing was said about taking any money out of my account.I want my $24.95 back.

• Initial Complaint

  Date:09/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This morning I went to the marc-1 car wash at ********************************** As I pulled up to the transaction terminal, an employee greeted me and offered to help. I stated that I wanted to purchase the $25.00 wash. He said they had a special offer: free washes for 30 days, with the purchase of the $20.00 wash plus $5.00. I asked him if the special offer required signing up for recurring billing and/or membership, because I DID NOT want to do that. His answer: "No, it does not." I agreed to the buy the special offer, he swiped my card and gave me the receipt. In the wash tunnel, I looked at the receipt and read terms and conditions indicating that I did, indeed, authorize a recurring charge. Their employee deceived me into buying something I don't want. This deception is a serious matter, and I will take it to the ******* ************************* if they do not give me a full refund, eliminate the recurring charge, and remove my credit card information from their system.

  

  Business Response

  Date: 09/22/2023

  Membership has been terminated & we will be reaching out to customer to gather information to refund. 

  Customer Answer

  Date: 09/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have membership at ****** and went through their ********* wash and as entering the area where they have tubes sticking out to blow dry vehicle the tubes on right side struck my vehicle mirror and broke it off. They say they are not responsible because my vehicle is more than five years old. My vehicle is old but in very good shape and has been through this car wash many times. I dont know why on this day it made contact with those tubes but age of vehicle shouldnt be the concern as all my vehicles are more than 5 years old. If tubes are hitting cars or trucks no matter age they are subject to damage

  

  Business Response

  Date: 09/12/2023

  After reviewing footage the decision was made to reverse the previous denial.  A team member is reaching out to make contact with the customer to repair the mirror.

  Customer Answer

  Date: 09/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:08/17/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/4/2023 I went to Marc * in ****** ******* for a car wash. I pulled up to the Kiosk to pay for a basic wash. At this particular car wash, they almost always have an employee at the Kiosk to assist you with the transaction. For instance, they take your credit card from you and interact with the Kiosk for you. I told them I wanted a basic wash (8 or *0 dollars). They told me that instead of that they were going to give me free car washes for 30 days, because it was the 4th of July. Of course, I made sure this was free and that no additional charges would appear on my card. They assured me that, indeed, it was free and no additional charges would show up on my card. I thanked them for the gift and got my wash. The problem: on 8/4/2023, a charge of $*7.95 was charged to my credit card (a recurring charge). I didn't authorize that recurring charge. I called them and asked them to refund the $*7.95 and they informed me that I authorized the recurring charge on the Kiosk. However, I never saw the Kiosk, since their employee did the transaction for me. This is a very deceptive business practice! I have cancelled the membership but they will not refund the money. Can the H363*373932383*383*H help me resolve this please?

  

  Business Response

  Date: 09/12/2023

  
  We have looked into this matter for *************** and will be refunding the 8/4 charge.  As the membership is cancelled and all card information removed *************** will need to provide the card information to process the requested refund.  Our agents are in the office Monday - Friday from 8 -********* time.  Please call us at ************** to provide this information.  I have sent a message to the number on file as well.

  Customer Answer

  Date: 09/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/26/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Used car wash service and as I was paying a young lady offered to help put info into credit card machine. Told me it was customer appreciation day and I would get another free car wash that month (june2023) , no further obligation. I have not been back, but found a charge on my bank statement today charging me the monthly membership fee! I did not sign up for the monthly membership nor do I want it. Appears to be a fraudulent transaction.

  

  Business Response

  Date: 07/28/2023

  I would like to apologize for this happening to you and want to confirm that it will not happen to any other customers. I have canceled this and I would like to refund this to you but I need you to call me at ************** so I can confirm everything for you.  Thank you 

  *********************

  Customer Answer

  Date: 07/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have an unauthorized payment of $17.95. I did not sign up for a membership, I have called multiple times and cant get an answer, Ive also sent two emails and cannot get a response.

  

  Business Response

  Date: 07/21/2023

  ***************** signed up at our ****** location on June6,2023 for our unlimited car wash membership.  On July 3, 2023 a the following text was sent to the phone number provided at the time of joining the membership: 
  Marc1 Welcome to the Club! Manage your account online & view terms: managemycarwash.com. You're enrolled in account text alerts.Reply STOP to end msgs. 
  Our Terms of Service are as follows:
  Unlimited ********* Terms of Service
  This membership is a monthly automatic charge on the numerical date in which the membership was signed up.
  In the event the customer wishes to discontinue or manage the Unlimited ********* Membership, requests must be submitted online at managemycarwash.com. Please allow a minimum of 7 days before the next billing date to process the cancellation of the membership.
  In the event changes are made to the membership after the billing date, there will be no refunds for partial months or non-usage of an Unlimited ********* Membership.
  Unlimited ********* customer must contact the *********************** to give notification when any contact or billing info changes, including but not limited to change of address, email or credit card information.
  In the event our car wash is unable to charge a customer's credit card, due to card expiration or change of information, the customer's account will be automatically deactivated after the daily attempt to charge for up to 14 days.
  Upon signup, you may be asked to provide personal identifiable information such as phone, email, full name, and address in addition to vehicle descriptions. This information allows us to properly administer services and will strictly be used according to our Privacy Policy. It is the customer's responsibility to provide and maintain a valid email address on file with our car wash to receive any changes or updates to the Unlimited ********* Membership.
  Unlimited ********* accounts may be managed online at managemycarwash.com. Members may request to discontinue, pause, change plans, or update the payment card on file. Additionally, members can reach out Customer Success agents.
  Unlimited ********* RFID tags remain the exclusive property of our car wash and must be surrendered upon request. If the Unlimited car wash RFID tag (sticker) is tampered with or the program is used in any way inconsistent with its Terms and Conditions, the program will be immediately voided and all monies forfeited.
  Customers may purchase Unlimited ********* memberships online at any brand websites or washpromos.com. These transactions generate a confirmation email automatically that provide the member a redemption code to visit a participating location to be exchanged for an RFID tag on their vehicle to allow wash redemptions. Memberships are active immediately following purchase, regardless of when the member visits for the first wash redemption.
  ************* ********* program cannot be combined with any other programs or discounts.
  **************** reserves the right to close due to inclement weather, major holidays, or equipment failure.
  Pricing is subject to change without prior notice.
  Terms and Conditions are subject to change without notice. Conditions are subject to change without notice.
  
  I do see that ***************** cancelled online on the afternoon of July 6th.  She does have the remainder of the billing cycle to continue to use the wash that will end on 8/5.

  Customer Answer

  Date: 07/21/2023

   
  Complaint: 20283409
  
  I am rejecting this response because:
  I did not sign up for the membership. A teenage girl was standing by the screen pushing all the buttons and all she said was its customer appreciation month, you get a months worth of free car washes.

  I did see the text that was sent to me, but did not think it was for the membership. I thought I only agreed to a temporary membership for a months worth of car washes. I even told the girl I probably wont use it but since it was for a free month I would go ahead and sign up since I have two kids who are messy  
  

  You expect your customers to assume a membership, rather than being up front about it. I would have never agreed to a membership with a free trial. I did not agree to anything except to pay for my car wash that day. You are misleading your customers, and I want my money back. 
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/5/23 I took my car through the car wash. there was NO damage to my vehicle. When I got out the other side my windshield was crack from top to bottom. While in the wash it stopped and alarms sounded briefly. The Car wash employee showed me pictures of my vehicle entering the wash and there is no damage to the windshield. They showed me pictures of my vehicle exiting the wash and the crack is clearly visible. They are claiming that there was a "pre existing chip" that caused the crack due to fluctuations in the temperatures and that their wash couldn't have damaged my vehicle because "No one else's windshield was cracked" The "chip" that they are using as an excuse was nothing more than dirt on the windshield (which is the whole reason I was washing the car). Additionally the location they claim the chip was in isn't even near where the actual crack is. If there had been a pre-existing chip then it would clearly be visible as the starting point of the crack. The crack is straight and there is no indication anywhere of a chip. They refuse to speak to me and keep sending me to an anonymous email. I have asked repeatedly to speak to a live real person but instead they hide behind an email address. At their own admission and supported by their own evidence the crack occurred INSIDE their facility. They are liable and I want my windshield replaced and an apology for their rude and dismissive customer service.

  

  Business Response

  Date: 04/13/2023

  We met with the customer. We inspected the vehicles windshield looking for any impact points in or around the crack on the windshield. Showed the customer where the impact point was and explained how cracks happen on windshields. Came to agreement about the issue and resolved the case internally. Giving the customer ***** and extended their membership with us. ~$86 value

• Initial Complaint

  Date:09/19/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Without notifying my husband of a new monthly plan and 1*$ increase in price, he was given a new card at the wash several months ago because he left his card at home. A couple months later I noticed the change of price on our bank account. I wanted to ask so I went to the business but they are closed for a remodel. I kept thinking they would reopen quickly but now it’s been almost 2months. The business continues to charge us even though they are closed. Other locations are not convenient. I found a phone number today to speak with a representative who says they will not reimburse for the time they were closed. To me this is bad business!
  Yes sure I’d like refunded ideally but my concern is for the public as a whole. They changed our plan without telling us and now we’ve had this charge repeatedly and couldn’t go in the store to question it. Now they won’t refund even though they are closed for business. I’m paying for a service not provided. There’s bound to be 100s of people just like us. Nothing is posted at the entrance to notify public.

  

  Business Response

  Date: 10/04/2022

  Customer has been contacted and refunded for the month that the location was closed.