Complaints

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

close

Find a Location

Prestige Car Wash has 18 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Prestige Car Wash

  500 Turnpike St Canton, MA 02021-2723

• 

  Prestige Car Wash

  245 North Pearl Street Brockton, MA 02301-1717

• 

  Prestige Car Wash

  3 Cape Rd Taunton, MA 02780-2703

• 

  Prestige Car Wash

  1201 N Main St Randolph, MA 02368-2135

• 

  Prestige Car Wash

  Canal Street Salem, MA SALEM, MA 01970

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:07/02/2025

  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.

  My truck was damaged using their car wash in ************* ma They are refusing to compensate for my mirror being broken and have told numerous lies about how it was damaged and refused to ask the attendant to confirm the events of accident

  Business Response

  Date: 07/03/2025

  Hello,

  Thank you for bringing this matter to our attention.
  We have thoroughly reviewed the customer's report and footage from both car wash visits. It is important to clarify that the customer did not follow proper procedure and drove into the car wash tunnel independently, rather than being guided in by an attendant as instructed.
  Upon review, we observed that the mirrors on the vehicle were folded in during both washes. Any damage sustained would have occurred during the initial wash when the customer drove into the tunnel, which can lead to self-inflicted damage. During the second wash, the equipment functioned properly and at no point made contact with the vehicles mirrors. In fact, the mirrors remained in the folded position throughout, and no issues were observed.
  Damage such as a broken mirror would not have been visible until the mirrors were later returned to their normal outward position, which could explain the delay in noticing the issue.
  While we understand the frustration of experiencing damage, our review confirms that our equipment did not cause the issue and that the customer's failure to follow posted procedures likely contributed to the incident.
  

  Thank you

  Customer Answer

  Date: 07/07/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  Does this picture look like I could go through a car wash with my mirror folded without anyone noticing the damage this case is as simple as contacting ****** the car wash attendant who can confirm my car was not damaged in first run through car wash( the power turned off I came in no contact with water or brushes just soap I had to go through again to wash soap off and it was at this time my truck was damaged . Please contact the attendant or watch the video . These people to put it bluntly are lying and the attendant can confirm everything 
  
  FAQ
  
  Regards,

  Phil

   

   

  Business Response

  Date: 07/08/2025

  Hello,

  Our surveillance team has thoroughly reviewed the footage from both car wash entries. During the first wash, the customer drove into the tunnel without proper guidance, which is against posted safety procedures. In doing so, the customer not only risked damaging their own vehicle but also our equipment. The footage clearly shows the customer forcing the wrap-around brushes to move, which did make contact with the vehicle.
  Both during the first and second washes, the vehicles mirrors were in the folded position. Its important to note that damage to mirrors in the folded position may not be immediately visible until the mirrors are later retracted to their normal position after leaving the tunnel.
  For the second wash, the equipment functioned as designed when operated under normal conditions. The customer followed the proper process during this entry, and our review confirms that at no point did the equipment make abnormal contact with the vehicle.
  Based on the video evidence, the damage occurred during the first wash when the customer entered the tunnel improperly and failed to follow posted instructions.
  We appreciate the customer's concern, but we stand by our conclusion based on a thorough review of all available footage.

  Thank you

  Customer Answer

  Date: 07/08/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  As I stated prestige is lying right from the get go. AS I DID NOT ENTER OR PROCEED THROUGH THE CAR WASH WITHOUT THE ATTENDANTS GUIDANCE AND ASSISTANCE AS A MATTER OF FACT PRESTIGE BLAMED ****** FOR ME GOING THROUGH THE CAR WASH WITHOUT BEING IN NEAUTRAL . How could they blame him if he wasnt there as described when I went through the car wash the first time the car soaped up and then it lost power so no brushes or water were working so I had to go through again. Were the damage happened.. is there  reason nobody from the better business bureau has not contacted ****** the attendant to confirm all this. I have saved all email correspondence and would like to share this with the BBB to confirm these lies. As a matter of fact I would like to have someone from the BBB CONTACT ME BY PHONE PLEASE

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

  thank you

  **** *****
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Phil

   

   

• Initial Complaint

  Date:06/29/2025

  Type:Product 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.

  I went for a car wash and the machine broke my rear wipers and wiper blades The price of new one replacement is $145 without the labor cost, they offers me $72.98 Its not enough for me Honestly

  Business Response

  Date: 07/01/2025

  Hello,

  We acknowledge receipt of your BBB complaint and appreciate the opportunity to respond.
  First and foremost, we sincerely apologize for the inconvenience and frustration this situation has caused. We understand that unexpected damage to your vehicleno matter the extentis upsetting.
  After thoroughly reviewing the incident report and the history of communication, we want to clarify that your vehicle is 15 years old. As clearly posted at all of our locations, Prestige Car Wash cannot accept responsibility for damage to vehicles 5 years and older. This policy is in place due to the increased risk of damage to older vehicle components, which may become more fragile over time.
  Rear wiper blades and arms, while essential, are not indestructible. Given their continuous exposure to harsh weather conditions throughout the seasons, they are more prone to wear and tear and may be susceptible to breakage during the automated car wash process.
  While we understand you disagree with the reimbursement amount offered, we must reiterate that our policy and findings are consistent with industry standards and the condition of the vehicle.
  To help prevent these types of issues in the future, we strongly recommend taping down or securing rear wipers and arms prior to entering the wash. This precaution has been shown to reduce the likelihood of damage during the cycle.
  Again, we apologize for the inconvenience and thank you for bringing this matter to our attention through the Better Business Bureau.

  Thank you

• Initial Complaint

  Date:06/08/2025

  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.

  A lack of integrity! A friend of mine advised me to double check my monthly charges to verify if they're correct, because Prestige car wash engage in unethical business practices. So, I checked my credit card they have on file and saw a double charge in the amount of $33.86 on May 2 and another $34.99 on the same day-May 02. I immediately contacted my credit card company and advised them to remove the second charge that I only needed to pay my monthly subscription which they did. Prestige car Wash was so distressed and infuriated that I discovered their scam, they decided to ban me for life. I contacted a customer service representative multiple times, but they were rude and totally unconcerned about my situation. One customer service representative told me to keep it on the down low and not to inform my bank about it. He further stated that it should stay between us. I have been a loyal customer for over 10 years. I would not recommend going to this place. There is a lack of integrity in business. Total erosion of trust. I catch them stealing from me and they banned me for life. I have seen scams before in movies and in real life but at this level and this scale never. Please find attached the receipt of their scam.

  Business Response

  Date: 06/10/2025

  Hello,

  We would like to begin by firmly stating that Prestige Car Wash does not engage in any form of scamming or unethical billing practices. We take these accusations very seriously and are committed to transparency and fairness in all customer transactions.
  Regarding the issue raised: when a member visits the car wash before their scheduled monthly recharge has been successfully processed, the system will register the account as “declined.” To resume service, the member is given the option to reinstate their membership by rerunning the card on-site. If the recharge is still pending at the time of this reinstatement, it can result in what appears to be a duplicate charge. This is not an intentional or deceptive act by Prestige Car Wash, but rather a system error caused by the timing of the card reauthorization.
  At no point did any customer service representative instruct the member to “keep it on the down low” or imply that Prestige intentionally performs duplicate charges. We categorically deny such statements were made, as they do not reflect the standards or practices of our customer service team or company as a whole.
  Prestige Car Wash services over 100,000 members. If we were engaged in unethical billing behavior, it would be immediately evident across our member base, which is not the case.
  When a customer disputes a charge through their bank without first contacting us, our policy is to terminate the plan and revoke car wash access. This is not done to punish the customer, but rather a standard practice followed by many membership-based businesses. Once a charge is disputed, we are unable to process future transactions or reinstate the membership until the dispute is resolved. We do, however, encourage all members to reach out to us directly for resolution prior to initiating a bank dispute.
  In this specific case, the first contact we received regarding the double charge was on June 4 — more than a month after the charges occurred and only after the member experienced a denial of service. Had the customer contacted us at the time of the incident, we would have reviewed the billing error and issued a refund for the duplicate charge without any issue.
  We stand by our policy and procedures, and we are always happy to assist members who contact us directly and in a timely manner. We regret that this situation was not brought to our attention sooner, and we welcome the opportunity to resolve such issues directly whenever possible.
  Sincerely,
  Prestige Car Wash Customer Service Team

• Initial Complaint

  Date:06/02/2025

  Type:Sales and Advertising 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 Monday May 12th 2025, I went to Prestige Car Wash in ******, **. They had just opened their car wash and in exchange for them putting a sticker on my car and my writing a review that they would provide a free car wash. The car wash machinery was extremely rough on my car, and knocked my passenger side rearview mirror off and dented the body on the passenger side. The company temporarily closed the car wash to further customers due to the issue, and the onsite staff helped me to file a claim while on-site. I got my dealership to provide an estimate to fix the rearview mirror damage, which was approximately $1,045 for the part and installation. Prestige had their "loss prevention" team review the claim and refused to pay more than $215.99, which is the retail cost of the part. The part requires professional installation so this is not an acceptable offer which they maintain as final.

  Business Response

  Date: 06/03/2025

  hello,

  I was able to review the communication surrounding the claimed damage. We had reviewed and stated to the customer we will only cover the cost of the part we had also sent the disclosure as posted on all locations. We understand the customer's concern regarding installation costs; however, as clearly posted at all of our locations, Tesla vehicles must enter at their own risk. This signage is in place due to the unique design and sensitivity of Tesla vehicles, which may not be compatible with traditional conveyorized car wash systems. Despite this warning, ***** owners sometimes choose to proceed, which unfortunately increases the risk of vehicle damage.
  We regret that the customer is not satisfied with the resolution offered. While we strive to provide safe and quality service for all vehicles, we must reiterate that our signage and policies are in place to protect both customers and our operations. Our offer of $215.99 remains our final resolution in this matter.

  Thank you

  Customer Answer

  Date: 06/03/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Prestige car wash's machinery did damage to the body of the car in addition to knocking off the rear view mirror. The issue was not of fragility of the vehicle, but was of gross miscalibration of the machinery. It roughly and aggressively bumped into my vehicle with so much force that the team shut down the car wash to adjust the equipment, which is a clear sign of liability. Additionally, as the company has indicated, they have only agreed to cover the cost of the part, which requires installation. I have provided the dealer's quote to fix the damage, both equipment and installation, and I expect that their offer needs to include not just the replacement part but additionally the cost to install.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 06/05/2025

  Hello,

  We understand your concerns and the frustration this situation has caused. Please know that we take all claims of vehicle damage seriously and thoroughly investigate each report. After reviewing footage and operational data from the date in question, we did not observe any malfunction or miscalibration of our equipment. Our site washed over 400 vehicles that day without any similar complaints or incidents reported before or after your visit. Additionally, no damage was noted to vehicles directly before or after yours, which strongly indicates that this was not a result of equipment failure.
  As previously shared, our Loss Prevention team approved reimbursement for the cost of the part only. We understand this may not meet your expectations, and while we empathize, our findings do not support full liability for the total repair amount.
  If you are still seeking full reimbursement, we are willing to conduct one final review. Please reach out to *********************************** for further assistance.
  We appreciate your patience and understanding.

  Thank you.

  Customer Answer

  Date: 06/09/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  This business has acted only to pay for the replacement part which it damaged, and not for the labor necessary to replace the part. This incomplete offer is unreasonable.
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:05/22/2025

  Type:Product 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.

  o the Better Business Bureau,I am filing this complaint regarding an unfair business practice by Prestige Car Wash, located at *************************************On my recent visit, I was charged $25 for a service that lasted no more than 12 minutes, including some wait time. The pricing does not align with the time, effort, or value of service provided. I consider this an exploitative and misleading pricing practice.I requested either a refund or a fair adjustment in pricing to reflect the actual time and service provided. As of now, no resolution has been offered.I am asking the BBB to review this businesss billing practices and help mediate a resolution that includes a partial refund or a corrective adjustment to their pricing model for future customers.Thank you,** ******

  Business Response

  Date: 05/23/2025

  hello,

  Thank you for reaching out and for taking the time to share your concerns. We appreciate the opportunity to clarify the situation.
  Based on our records, it appears you utilized one of our self-service bays during your visit. As indicated on the bright yellow signage within each bay, our system charges $6.00 as soon as the card is swiped. After, the system will continue to charge incrementally until the customer presses the stop button, which is located directly on the card reader. If the stop button is not pressed, the system will automatically end the session at a maximum charge of $25.00.
  These instructions are clearly displayed to help customers manage their usage and avoid unnecessary charges. We have also communicated this to you previously via email.
  In our prior email exchange, we extended a courtesy offer of a free tunnel wash as a goodwill gesture, but we did not receive a response.
  We are committed to transparency and ensuring every customer has a clear understanding of our services and pricing. Should you wish to accept the free tunnel wash we offered, or if you have any further questions, please dont hesitate to contact us directly.

  Thank you.

• Initial Complaint

  Date:05/05/2025

  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.

  I'm wondering why I am getting charged different fees on my account. I was just charged 2.25 twice on the same day. I know it's a small amount but it happens 3 or 4. Times a month. IT all adds up and I'm want to know what these charges are for. 6 dollars a month is 72 bucks. Imagine that multiplied by the amount of cars that are using prestige. Probably millions

  Business Response

  Date: 05/06/2025

  Thank you for reaching out.
  Prestige Car Wash does not process small charges in the amounts of $2.25 or similar. Our standard charges range from $12.00, $18.00, $20.00, and $30.00 for single washes, and our monthly memberships are billed at $19.99, $31.99, $34.99, or $49.99 depending on the plan selected.
  If the charges you're seeing are listed under "Prestige Services," please note that these are not associated with our car wash services. That label is typically used by vending machines, not Prestige Car Wash billing systems.
  To help clarify this further, we recommend forwarding a screenshot of the charge(s) in question to *********************************** so we can take a closer look and confirm the source for you.

• Initial Complaint

  Date:03/10/2025

  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 January 30th, 2025, I visited prestige car wash In *************, *************. I paid by credit card and entered the wash with my outside mirrors folded as instructed on entry. When I exited the automatic car wash, I noticed my passenger mirror cover was missing. I went back to the manager, and he retrieved it from inside the car wash before another vehicle would run over it. This exact situation happened six months earlier, I filed a claim, had the mirror repaired at *** and Prestige reimbursed me. This time, I was not able to file claim immediately as I was going out of town on vacation for the entire month of February. When I returned, I did file a claim for the new repair at *** and it was refused by Prestige as it was beyond their 48 hours claim requirement. I am now out of pocket $600 dollars for the *** repair of damage caused by Prestige car wash

  Business Response

  Date: 03/12/2025

  Hello,

  Thank you for reaching out regarding your recent experience at Prestige Car Wash. We understand your frustration and disappointment with our decision to deny your claim, and we sincerely appreciate your past patronage.
  Unfortunately, your claim was filed on March 6th, which was 35 days after your visit on January 30th. As outlined in our posted disclosure, all incidents must be reported before leaving the property, as failure to do so results in automatic denial. Additionally, our locations retain surveillance footage for a limited period, typically up to two weeks. Due to the delay in filing your claim, we were unable to review footage to verify the cause of the damage.
  While we acknowledge that you experienced a similar issue in the past, in that instance, your claim was submitted promptly, allowing us to investigate and process the reimbursement accordingly. Without video evidence to confirm the incident this time, we cannot assume responsibility, as we have no way of determining whether the damage occurred before, during, or after the wash.
  We regret that we are unable to assist further in this matter and apologize for any inconvenience this has caused. If you have any further questions, please feel free to reach out.

  Thank you

  Customer Answer

  Date: 03/12/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Your car wash damaged my car, and you are responsible for the repair.  Will see you in small claims court and will let a judge decide.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ***

   

   

  Business Response

  Date: 03/18/2025

  Hello,

  We sincerely apologize for any frustration or inconvenience this situation has caused. While we understand that the outcome was not to your satisfaction.
  As previously mentioned, we do not have footage of the incident, as it was reported after our recording systems retention period had expired. Without this footage or any verifiable evidence linking the damage to our facility, we are unable to assume liability for the repairs.
  We strive to provide excellent service to all our customers, and we regret that we could not reach a resolution that meets your expectations. 

  Thank you

• Initial Complaint

  Date:02/26/2025

  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.

  On 1/27/2025 1:57PM, my daughter was on the car wash conveyor belt. There was poor spacing in front and behind cars. The car in front of her, was in the dryer area and was unable to pull the car away quickly. My daughter was beeping the horn. No employee was paying attention, and the car was pulled into the car in the dryer area hitting the car. The front hood and license plate was damaged. I informed the worker and filed a complaint with the company with video evidence the incident. The dent was repaired at a very modest cost ($275). I offered to accept car wash gift certificate for that amount rather than put in a claim with my insurance. They refused to accept any responsibility and blamed their other customer (the car in front) because she did not drive away fast enough. Putting in an insurance claim or small claim to get them to re-imburse the repair would be my next option.

  Business Response

  Date: 02/27/2025

  Hello,

  We appreciate the opportunity to respond to this complaint regarding an incident that occurred on January 27, 2025, at Prestige Car Wash.
  Upon reviewing the details of the incident and video evidence provided, we maintain our position that Prestige Car Wash is not at fault for the damages sustained by the complainants vehicle. The collision occurred due to the inaction of the vehicle ahead, a Land Rover, which failed to exit the conveyor belt area as expected. This resulted in the complainants Tesla making contact with the stationary vehicle. Our car wash system operates under the expectation that all drivers exit promptly when guided by the system. Unfortunately, in this case, the Land Rover driver did not do so, which directly led to the incident.
  On February 19, 2025, we communicated our position to the complainant, explaining that we do not accept liability for the damages. However, as a gesture of goodwill, we offered a one-time reimbursement of $275 to cover the repair costs. We also requested confirmation of the complainants address to facilitate this reimbursement. To date, we have not received a response to that request.
  Additionally, in response to the complainants stated intentions to contact the other driver, file a BBB complaint, leave negative reviews, and pursue legal action, we advised that, given the circumstances, it would be in the best interest of both parties for the complainant to refrain from using Prestige Car Wash moving forward. This decision was made to prevent further disputes and to ensure a mutual understanding regarding liability.
  We remain committed to fair and transparent customer service. Should the complainant wish to accept our previously offered reimbursement, we remain open to processing it upon receiving the necessary confirmation.

  Customer Answer

  Date: 02/27/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********.

  Pending receipt of the $275 re-imbursement, the offer from Prestige Car Wash is accepted.

  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:01/03/2025

  Type:Product 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 Dec 23 2024 I visited the Prestige Car Wash in ***************. I wanted a single wash and did not want to sign for any monthly plan. I was told that there was a December promotion of 1 cent car washes. I was sceptical but they said it was a promotion. I later saw they signed me up for a Diamond plan for ***** per month and charged me *****. I was able to log into the website and have attempted to cancel my plan. After about 2 hrs I see that the plan gets reactivated again. I have emailed the company at *********************************** but I have received no response. These employees committed fraud and I want them investigated. I want my ***** refunded. Below Is the email showing the amount I was charged Thank you for being a customer. This is a receipt for your recent transaction. Transaction Item:A21 Monthly Diamond Transaction Amount:$***** Transaction Date:2025-01-01 Transaction CC last 4:4027 Transaction Location:********** #Y20 Transaction Customer **********+****** Transaction **************** The ******************** Team

  Business Response

  Date: 01/03/2025

  Hello,

  We understand your frustration regarding the refund process and would like to provide a clear explanation of the timeline and our actions. You contacted via email on January 1, 2025; however, our office was closed for the holiday, and we were unable to respond on that day. On January 2, the next business day, we promptly replied, confirming that your plan had been canceled as requested. At that time, we also informed you that your refund request had been submitted to our main office for processing.
  When you contacted us again to express concern that your plan still appeared active, we explained that while the cancellation had been processed. VIP plans remain active until the end of the current billing cycle. Despite this, the plan was canceled as you requested, and your refund had already been submitted for processing.
  All refunds are handled exclusively by our main office and are processed in the order they are received. We never denied your refund; instead, we confirmed twice that the refund had been submitted. Your refund was successfully processed today, January 3, 2025. Had more time been allowed, you would have received an email from us confirming this before filing your complaint.

  Thank you.

  Customer Answer

  Date: 01/06/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and will monitor the status of the plan that is still listed as Active. If it does not be cancelled by the end of the month I will reactive the complaint #******** or start a new one. I see that there is a pending deposit for $49.99 and it has been like this for a few days. I have cancelled the card that was used and on Jan 4th the bank representative I was working with said that cancelling the card will have no effect on the deposit since it was already submitted prior. I'm not sure how long it will take for the refund deposit to finally complete.  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:01/02/2025

  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.

  I signed up for car wash service in July and canceled in August by phone. Subsequently, the company stopped telephone customer service line. They charged me $49.95 a month and they have declined my dispute by my credit card and they keep charging me $49.95 a month

  Business Response

  Date: 01/03/2025

  Hello,

  Our records show that the customers plan began in August 2024, not July 2024 as stated. Additionally, we transitioned to a fully online and email-based customer service system in October 2023, removing our phone answering service. Customers dialing our number are directed to visit our website or email us for assistance, including plan cancellations.
  The customer claims to have canceled her plan via phone in August 2024. However, since our phone answering service was no longer active at that time, no such request could have been processed. Upon reviewing our records, we found no cancellation request submitted via email or through our website prior to October 2024.
  In October 2024, we received an email from the customer regarding her plan. Shortly after, we responded stating the plan was terminated as a result of a dispute initiated with her financial institution.
  In January 2025, the customer contacted us again, stating her plan was still active. We promptly responded, requesting additional information to investigate further. Unfortunately, we have yet to receive a reply, which limits our ability to proceed with resolving the matter.
  After thoroughly reviewing our records, we confirm that the customer joined in August 2024, no cancellation requests were received before October 2024, and the plan was terminated in October 2024 due to the financial institution dispute.
  We strive to resolve customer concerns promptly and professionally. While we understand the customers frustration, we believe our actions were in accordance with our policies and based on the information available to us. If the customer provides additional details or documentation, we are fully committed to reviewing the matter further to ensure a satisfactory resolution.

  Thank you

  Customer Answer

  Date: 01/11/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 01/13/2025

  Hello,

  Unfortunately, without additional details or clarification from you, we are unable to address your specific concerns further. We remain committed to resolving any outstanding issues and encourage you to provide more information so we can assist you appropriately.

  As previously stated, our phone service was discontinued in October 2023. Since then, our system directs customers to our website or email for assistance. This change has been clearly communicated to all customers to ensure transparency and accessibility.
  In reviewing your account, we see you joined the plan in August 2024. We did not receive any communication from you until October 2024, at which point the matter was disputed with your bank. After this dispute, the next contact we received was via email in January 2025.

  Thank you.