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.

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  Prestige Car Wash

  500 Turnpike St Canton, MA 02021-2723

• 

  Prestige Car Wash

  925 Turnpike St Canton, MA 02021-2805

• 

  Prestige Car Wash

  6080 Somerville Ave Somerville, MA 02143

• 

  Prestige Car Wash

  51 Canal St Salem, MA 01970-4843

• 

  Prestige Car Wash

  154 E Falmouth Hwy Ea Falmouth, MA 02536-6037

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:12/20/2023

  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.

  I cancelled my subscription for a monthly fee car wash on 11/25/2021 and am now just realizing that i have been billed on my discover charge card every month since then. My husband was taking care of the bills and did not realized I had cancelled. I have just taken over the bills due to an illness and realized this. I have a confirmation email of the cancellation and have not used it since. I have tried to contact the business but have gotten no response from phone calls or emails.

  Business Response

  Date: 12/27/2023

  Hello,
  
  We have reviewed the plan which was cancelled in November of 2021. However, upon further review with using the information provided from BBB we had located a second plan that was opened in May of 2022 and has been used up until 2023. We have also reviewed our inbox to ensure that we did not miss your email, however, we did not locate any correspondence from email "*******************".  
  
   Thank you

  Customer Answer

  Date: 12/27/2023

  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,

  *****

   

  This company is completely ignoring my correspondence to resolve this issue. I dont understand why it has to go through the BBB. I did not renew this monthly subscription. Please send proof of this.   

  Business Response

  Date: 01/04/2024

  We would be more than happy to provide proof the client resigned on May 26th, 2022. However, the client must send an email and we will gladly forward over the resign date and usage of the car wash plan. 

  Thank you.

• Initial Complaint

  Date:12/14/2023

  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.

  In April or May of 2023, I purchased a package of 20 dollars a month for washing my vehicle as often as I wanted. I didn't know that it didn't include the undercarriage of my car. A month or two later, my car lost ****************** and the cost to fix it was high. I purchased a new vehicle. The sticker put on the windshield of my 17 year old car couldn't be peeled off. I just want to cancel my membership, but you can't without the number that was on my older vehicle. The dealership purchased my older vehicle. I just want to stop getting charged for a service I can't use. It's twenty dollars a month.

  Business Response

  Date: 12/19/2023

  We understand you had purchased a plan and then purchased a new car soon thereafter. Our customers have many ways to cancel their plans. Plans can be cancelled on our website, if you do not have or know your Fastpass number, our email is on the website as well. Our customers can reach out by email if there are issues cancelling their plans. We did review our inbox and did not receive an email request to cancel the plan. However, based on the information submitted to the BBB with this complaint I have located and cancelled your plan.

  Customer Answer

  Date: 12/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:11/20/2023

  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.

  This was an offer for the first month free, then $20/month billed to my credit card. I was told I could cancel at any time. But when I went to the website, I could not submit a cancellation form no matter how many times I filled it out. Was told a rep would call me. That never happened.

  Business Response

  Date: 11/28/2023

  Hello,
  
  We apologize for any inconvenience this has caused. We have reviewed all inboxes and were able to locate a cancellation error message with the email address ********************** reason the consumer was not able to submit a cancellation via website was due to the fastpass number being incomplete. The fastpass (sticker on the windshield) are 11 digits long, the one entered on the website was 10 digits long. Again, we do apologize for the inconvenience. 

  Thank you,

  ******

• Initial Complaint

  Date:11/05/2023

  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.

  They make it **** near impossible to cancel your subscription. *** tried calling ang got no answer. I tried to cancel online for it to say sorry try again later.

  Customer Answer

  Date: 11/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:10/04/2023

  Type:Order 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.

  Today we drove to the prestige car wash in the location of ************************************* around 11:30am to wash our car like we always do.we went through the wash,and one of the spinning mopsthat goes around car bent the back windshield whole wiper piece. So are looking into getting fix please thank you

  Business Response

  Date: 10/23/2023

  We looked through all of our incident reports and were not able to locate an incident that was filed for this customer. We apologize for the experience at our ****** Location and any and all customer incidents must be reported online. The report allows our customers to fill out their information and write a description as to what had taken place. This information will help us investigate the matter thoroughly and determine the appropriate course of action. Every incident is reviewed and answered within 48 business hours of submission. As long as the customer files an incident report on our website- prestigewash.com or sends an email to *********************************** we are more than happy to assist with review of the incident and next steps.
  
   
  
  Thank you, 
  
  ******

• Initial Complaint

  Date:09/27/2023

  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.

  Originally purchased a car wash pass in October of 2022 for $39.99. Made attempts to cancel by calling in. They require you to have your customer ID number. Since I've had my windshield since replaced, I do not have the original customer ID number. I'm attempted to reach out multiple times via calling and emailing.

  Business Response

  Date: 10/31/2023

  After an extensive review of our email submissions, we were not able to locate an email that was sent from *************** or *************************" regarding a plan cancellation. We have researched our entire inbox for any and all emails that could be from a "****". When customers call in, our prompt gives our customers the option to visit the website, if they cannot be helped via website, we do have a customer service email ************************************** If the customer wishes to send us an email, we can review their account for further review.
  
   
  
  Thank you,
  ******

• Initial Complaint

  Date:08/07/2023

  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 am disputing the charge of $19.99 posted on August 1, 2023 to my credit card.I went to the Prestige Car Wash, *************************************************** on July 21, 2023. I knew that the facility now preferred credit cards so I had mine in my hand. I drove up and an employee took my credit card and said one cent. I asked why and he just kept repeating one cent and then special deal. A second employee approached my car and I thought he was going to explain this but he said nothing when I asked him. The only information the first employee said to me was one cent and special deal. I finally said ok feeling very intimidated by these two men. They did give me a device to enter my name and email (or cell number, I cant remember which.) I asked for my credit card back and he just shook his head and gave it to the second employee who motioned me to enter the car wash at which time he returned my card to me and handed me a receipt.Later when I read the receipt it says Start at $19.99 a month, Unlimited ************** At no time did either employee say anything to me about joining a monthly car wash club and at no time did I agree to join one.Please credit my credit card for $19.99 and DO NOT charge my credit card any amount in the future. I do not want to belong to any monthly car wash club!

  Customer Answer

  Date: 08/18/2023

  Better Business Bureau:
  I received a phone call and a follow-up email from Prestige Car Wash. They have issued a credit to my credit card for the full amount of what I was charged ($19.99). They also terminated my account so I will not be charged anything in the future. They also apologized for my experience and gave me a phone number to contact them if I had any problems in the future. I was very impressed with how quickly they responded to my complaint and fixed the issue.

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

• Initial Complaint

  Date:06/06/2023

  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.

  Hi,Below are answers to the proposed questions.A pdf of my email correspondences with Prestige is attached separately.Date of original transaction: 5/2/22.The amount of money I paid the business: $34.99 + $209.94 = $244.93.What the business committed to providing me: car washes.Nature of the dispute: I only intended to purchase car washes for a month and not for longer. I found out months later when I looked at my bank statement that I was being charged for recurring monthly plans of car washes. *At the time I initially visited Prestige, I was told by an employee that the plan was for the current month.Whether or not the business has tried to resolve the problem: Prestige refused to refund me for the 6 months of car washes I did not want and never used ($209.94). I was offered a refund of only $34.99, which is humiliating, unfair and completely unacceptable. I felt like I was taken advantage of and feel stupid for signing a form which was presented to me as Prestige's SOP.Account order/tracking number: Unsure. I requested via email a copy of the form which I signed but Prestige never responded and never sent me a copy.I am seeking a refund for the $209.94 of car washes which I did not use and never wanted. And I would like to have Prestige reported for deceptive/poor business practices so this type of incident does not happen to other patrons.I was honest in everything I said and Prestige did not seem to care. They are making a customer pay for something he didn't want and seem OK if they lose a customer over it. I assumed ********************** would listen to my story and then speak to the employee on duty to prevent this type of situation from happening again and refund my money. Instead, I have to unjustifiably suffer.Please let me know if have any questions, need any additional information, or would like to have a conversation.[***************************************** / ************]Thank you very much in advance for your time and assistance,*******************************

  Business Response

  Date: 06/14/2023

  Good Afternoon,

  
  I apologize in the delay in responding to your complaint. I was completing research on what took place to ensure I provided the needed and correct information for you. I wanted to first provide some clarity on the monthly membership and how it works. When you first visited the wash, you enrolled in a monthly plan for $34.99 this is followed by a monthly membership charge on the 1st of every month. In order to not have the monthly plan charged to you every month; our customers need to contact us to cancel. I do apologize that this was not explained to you efficiently back in May of 2022 on how the cancelation process works. You did at the time sign a slip from us showing the enrollment into the monthly plan that states you need to contact us to cancel, again I apologize that this may not have been verbalized to you, but we do have this printed on our receipts.  We do now have a 90 day refund policy and the reason for this is that we charge based on a monthly membership charge, meaning our customers are billed on the 1st of every month for the plan they sign up for, Having a 90 day refund policy allows our customers sufficient time to review their bank statements, account or credit card charges to ensure what is billed on a monthly basis is either the correct amount or intended to be there as a charge based on sign up for a monthly plan. With access to online banking or paper statements a 90-day policy permits 3 possible months for charges to be reviewed and disputed. Based on our new 90-day refund policy we are willing to refund you for 90 days which would be a refund of $104.97.

  
  Regards,
  ************;

  
  

  Customer Answer

  Date: 06/24/2023

  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.] I will respond to this response soon. 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,

  *******

   

   

• Initial Complaint

  Date:06/05/2023

  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 may 4th 2023 I went to Prestige Car wash in ****** ** to get my vehicle a 2016 CLA ******** **** washed. As a member who was paying $50 monthly for car washes I was hoping that they would have better customer service toward myself. However I thought wrong. On May 4th after using their machine, as soon as i was done i was given the notification of my tpms system, tire pressure monitor system. It gave a reading of 0 as well as a lower amount thats needed for my vehicle in the back wheel. I went to look and shockingly it completely cut and destroyed the valve stem on my front left tire as well as flattening the back left tire. I have pictures to prove it all. But before leaving the scene I went to the employee working and questioned what to do next. They made me complete a paper form. After not hearing from them after a few days, I reached out and called their phone number. Their phone messaging system is outdated and only has like 3 options. I finally got in contact with a human and they said someone would reach out me. once again to no surprise they did not... so I had filled out another form but online and finally someone got back to me by email but said they weren't responsible because the valve stem on my tire was "aftermarket"..... Everytime you get new tires the valve stems are replaced with the tire. So if that the case and because my valve stems are considered "aftermarket" that's a loophole in their system and it needs to be made aware to any and everyone who thinks about getting their car washed by them.

  Business Response

  Date: 06/22/2023

  We would first like to apologize for your experience and provide a little clarity. When it comes to aftermarket items, we cannot take responsibility for these items on a day-to-day basis because they have at one point been replace and cannot guarantee that are connected in the same fashion as an original part. A normal visit to a car wash where there is high water pressure and forced air as well as cloths and tracks that if something is already loose or not an original part may cause damage to an item that otherwise if an original part would not have been affected. I defiantly see how this could be an inconvenience and I would like to offer you a refund on your monthly plan for the month of May and if you were also charged for *****

• Initial Complaint

  Date:05/30/2023

  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.

  I visited the ******* location of Prestige Car Wash in July. I had intended to purchase a simple car wash, and they successfully upsold me to purchase their $19.99 option, which was explained to me as 1 month of unlimited car washes. I understood this to be a discrete, one time payment. It was not explained to me that it was a recurring expense verbally, nor did I give permission for them to retain my credit card information for repeat charges. The first charge on my account appeared as **** in July, and then the actual charge went through a few days later as $34.99, which was incorrect. Unfortunately I did not catch this at the time it occurred, and went on to be charged $34.99 ten times in total, starting in July, and repeating on the second day of each month until April 2nd, the last charge made, for a total of $350, including the first charge of ****. I called several times and was not called back, before getting ahold of them via e-mail. After some back and forth, they were able to check their system and see that I had not returned to the car wash after the initial first visit, but explained to me that they would only be able to refund $175 to me, because their system only allowed them to refund 3 months back, but that they were making an additional 2 month refund on top of that. I asked several times in several ways for clarification as to why they were not refunding the full amount, given that every single charge to my card had been incorrect from the first one. They then rescinded the offer to to refund the $175 and recommended I go through my credit card company, and said they would no longer be responding. I never got any clarification as to why the full amount wouldn't be refunded beyond that their system doesn't allow them to go back more than 3 months, which didn't make sense to me given that they offered to refund 5 months of the expenses. I did not use abusive language or raise my voice to them, so I am not sure why communication broke down here.

  Business Response

  Date: 06/14/2023

  Good Afternoon,

  I apologize in the delay in responding to your complaint. I was completing research on what took place to ensure I provided the needed and correct information for you. I want to additionally apologize for you not receiving the why to your question in reference to why we can only refund for a 90 day period. Let me 1st explain what the $19.99 unlimited plan entails. When you agreed to the $19.99 unlimited plan for 1 month it is a .01 sign up for the 1st month followed by a monthly membership charge on the 1st of every month. I order to not have the monthly plan charged to you every month; our customers need to contact us to cancel. I do apologize that this was not explained to you efficiently back in July of 2022. Additionally-  I understand that not only were you signed up for the monthly membership but were signed up for the incorrect plan, The reason we have a 90 day refund policy is that we charge based on a monthly membership charge, meaning our customers are billed on the 1st of every month for the plan they sign up for, Having a 90 day refund policy allows our customers sufficient time to review their bank statements, account or credit card charges to ensure what is billed on a monthly basis is either the correct amount or intended to be there as a charge based on sign up for a monthly plan. With access to online banking or paper statements a 90 day policy permits 3 possible months for charges to be reviewed and disputed. We did offer the option to refund 3 months of fees for you additionally the difference from the $19.99 plan to the $34.99 plan providing a $175.00 refund. Additionally we sent you a form to sign based on what we could provide you as a refund and the form was returned back to us with a change to the amount we sent as approved. 

  We are willing to provide at this time a 90 refund only based on information provided - the refund would be $104.97.

  Regards,

  ************;