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Business Profile

Car Wash

Tommy's Express Car Wash

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:12/10/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    The ****** dealership where I have my vehicle serviced provides a free car wash after service is completed. This free car wash is provided by Tommy's Express Car Wash. On November 10, 2024, I went to this business to redeem my free car wash. The card was provided to the attendant at the window and I drove through the car wash. I redeemed this free wash card and only later did I notice that they also charged my bank account $23.54. My bank account is in their system because at one time I did a 30 day trial of unlimited washes. Prior to the end of the 30 day trial, I canceled this monthly membership. Previously one of the employees there had convinced me to keep my account on file so I could use the self-serve lanes and not have to use the window and speak with the attendant each time. I have attempted multiple times over a two week period to speak with someone at this location that can help me. Each time, Im told a manager is not available and a note is supposedly left for someone to call me. Today when I called, I was once again told a manager was not available. I spoke with ***** on the phone and he couldn't even tell me when a manager would be working next.

    Business Response

    Date: 12/19/2024

    Guest was set up on a "Pay Per Wash" account. This is not a monthly membership but allows the guest to still utilize our express lanes and only be charged for single washes when they come to a location. On October 10th the guest had a free coupon from ****** for a wash, and was still charged automatically for a single wash. Once we were informed we immediately attempted to reimburse the guest for the mischarge. This would normally take 3-5 business days to process. However, the guest had first contacted their financial institution to dispute. The financial institution put a freeze on the transaction in question, preventing our refund from being processed as normal. We informed the guest of this and assured that we were attempting and desired to refund the transaction. Once the financial institutions freeze was lifted our refund was indeed processed. This guest has been refunded for the charge and all has been communicated numerous times with the guest about the process. 

    Customer Answer

    Date: 12/19/2024

     
    Complaint: 22663185

    I am rejecting this response because:

    They must have me confused with another customer they over charged. First, I wasn't even there on October 10th. Second, I never contacted my financial institution to dispute the charge so there was never a "freeze" on my checking account. Third, it was well after the 3-5 business days after I noticed the extra charge, so they never attempted to issue a refund. Fourth, I never received a refund. 

    In addition to the above items, I have not once been contacted by anyone from the business. I called the number listed on their website multiple times and never once was able to speak with a manager. Each time I called, the person I spoke with took my name and phone number and said they would have someone give me a call. I called on three or four different occasions and each time was told that someone would contact me. I even sent an email to the email listed on their website with my contact information and still have not heard from anyone. I don't have any voicemail from them supposedly trying to reach me and no emails from them .

    Sincerely,


    **** *****

Tommy's Express Car Wash is NOT a BBB Accredited Business.

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