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 has 18 locations, listed below.

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  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:05/19/2023

  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.

  Went to the prestige self serve car wash in ************* yesterday 05/18/23. It is six dollars for the base wash. I did not have a five on me so I used my debit card and did my wash. Everything went fine and the counter clicked down from six minutes and shut off the service when time ran out. I left and had zero issues until today when I happened to check my bank account only to find out they charged my $25.00.I drove up there and talked to the manager and he just laughed and said it happens all the time and I did not read the small sign. If after you are finished and the time had run out you need to push the stop button or you get charged some kind of penalty I guess. I got burned and he would not return the overcharge. I never saw this bs sign and where do they get off doing something like this. If they did it to me they are doing it to a lot of people. This deceptive signing is just wrong and I don't like to be scammed. They lost a customer forever over this

  Customer Answer

  Date: 05/30/2023

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 06/14/2023

  Good Afternoon,

   

  I wanted to provide clarity as to why you incured a $25 fee vs a $6.

  When cash is used it is at minimum $6 to use the self-service bay. It then counts down from 4 minutes to 0.

  When a card is used, our customers need to press the 2 buttons on the system to stop the wash timer. If the buttons are not pressed, the timer will stop once the charge has hit $25. Using the card provides a longer time of used based on our customers manually stopping the wash when they have finished. 

  Cash stops the system automatically because the $6 provides 4 minutes of use and stops once the cash and time has run out. 

  I have included a photo of the sign that is at the wash that shows when a card is used both buttons must be pressed. 

  Customer Answer

  Date: 06/15/2023

  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,

  Mark

   

   

  Business Response

  Date: 06/22/2023

  We do apologize that you are not satisfied with our response. We wanted to show clarity around the signage and instructions for use of the self-service bays. I want to also clarify that unless cash is used the time does not count down from 6 minutes. 6 minutes are provided for cash only- when using a card the timer starts at 0 and counts up and unless you press the 2 buttons to end the use the timer as our posted signs state it will continue until it has hit a *** of $25.00. 

  Customer Answer

  Date: 06/26/2023

   

   

  After I swiped my credit card the timer came on at six minutes and began counting down. I believe the signs were installed the way they were to mislead and scam the customers into believing they are being charged $6.00 dollats for six minutes of run time and that is how long I used the service for. If this was not the case then why did the manager of the facility laugh and tell me it happens all the time. He also told me a ******************* police officer had this happen to him and he was irate about it and given the same phone number to complain.

   i have filed a complaint with the ************* *********************** in ******. Having a penalty charge for not pressing extra buttons after the timer count down to zero and the water shut off is ridiculous. I will continue to bring to light to your company's deceptive signage until it is addressed. If you had these penalty requirements on the signage it sould have up been high withe the pricing info and not at waist high that would not be noticed. If this is happening at all your locations I would surmise it brings in a nice dollar return at the expense of unwitting customers. 

   

  Regards,

   

  mark

   

  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,

  Mark

   

   

• Initial Complaint

  Date:05/18/2023

  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 5/15/23 I entered the car wash area with a disabled adult as a passenger. A sign from the road says Free Car Wash. I asked the man whether or not it was free. He laughed out loud and replied No. I was in an area I could not turn around in to exit- could only proceed forward to the car wash. I felt trapped and forced to pay for a car wash that was falsely advertised as free. I said The sign says free car wash. He ignored my question and asked me if I wanted a receipt. I got the receipt. I wanted to let others know this isnt for free so they wouldnt be tricked into paying for one and disrespected like I was. This is unacceptable. Thank you.

  Business Response

  Date: 06/14/2023

  Good Afternoon,

   

  Please let me first apologize that you were not explained what our free car wash is and what it entails as well as the experience you had while visiting our car wash. We do advertise free car wash as well as provide free car washes when you sign up for our unlimited monthly car wash membership. When you first enroll in our monthly car wash membership, we provided free car washes for the rest of the month when you sign up and then are only charged the monthly membership on the 1st of every month. Let me provide and example, if you enroll in our monthly car wash membership on the 15th of the month you get to wash your car for free every day until the 1st of the next month. On the 1st of the month your 1st charge will take place- allowing our customers to then pay 1 fee at the beginning of the month, and then can wash their car every day for the entire month with just 1 charge. Again, I sincerely apologize for your experience at our car wash and if you would like to provide you with a few free wash coupons for any of our locations if you would like them. I also have included a picture of our Free Car Wash Pamphlet. 

   

  Regards, 

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

• Initial Complaint

  Date:05/01/2023

  Type:Order 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.

  Autoenrolled me in monthly service after going through auto wash one time.I never signed up for this. Also, price quoted and selected for auto wash was 15, I was charged 26. In addition, business drains water and debris onto public walking path, allows cars to block sidewalks, forcing people to walk on busy street. Created major traffic issues and hazards to pedestrians

  Customer Answer

  Date: 05/12/2023

  [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,
  
  S W

• Initial Complaint

  Date:03/21/2023

  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.

  Tried to cancel 2 memberships I had with this for monthly car wash. Used their website entered all the information they needed but was not able to cancel membership. Was told it was not available at this time period When I finally got ahold of someone they asked me for my credit card number. At no point during the cancel the membership online was it asked for credit card number because the company has that on file. When I explained to the woman she said no we still need your credit card number so we can cancel the membership. That does not make sense because I received a statement with them charging me peri've never heard of this happening before . When I reach back out via email which I have copies of they said that they would credit my account. Neither one of them have been credited yet 1 of them occurred on the 10th of March The other one was withdrawn out of my bank account this past weekend. I've reached out to them and they just keep giving me the run around I need help getting my money back. I don't think this is a legit thing to ask for someone's credit card and then charge them again for membership that you are canceling

  Business Response

  Date: 03/23/2023

   

  Good morning BBB and *******

   

   I do apologize for your frustration and I understand your getting angry but we have a new phone system and a new customer service girl and it takes a little patience.  I do see both your accounts be refunded on 3/21/23 for 2X ***** you should be seeing this on your account in 3 t0 5 business days.  The reason the girl asked for your full credit card number was so we can refund your card.  We do not keep your card on file we only have access to the last 4 digits and where your account was cancelled on the 9th she needed it for the refund.  When we take the credit card when you sign up for the plan it goes out to a 3rd party they are the ones that charge the monthly's, we have over 25 locations and over thousands of customers it is for security as well.  I am not sure of your email correspondence between you and customer service but I am sorry if there was any misunderstanding.  I am not sure why you go through the BBB either as we are not doing anything illegal it is company policy as well.  If you ever need to talk to somebody please reach out to the customer service manager and it could of been handled a little better and explained to you as well.

  Regards,

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

   

   

• Initial Complaint

  Date:03/02/2023

  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 went to the car wash the gentleman waved me on the belt and had me put my car in nutual as I was in the car wash it was pitch dark All of a sudden my car went to the right and i felt it hit something I couldnt see anything so I wasnt sure if it was another car finally I saw alittle light and went to the left and got out i than pulled over and got out and noticed my bumper was all dented in and coming off alittle and light is messed up . I went back to the guy and told him what happened he got another guy and the guy filled out my info and said someone will get back to u. I than called my insurance company they told me to call myself and put the claim in . The lady who picked up Said nobody had put in a complaint and walked me through what I needed to do which was write up what happened , take pictures and send it over . I did that but I have called and emailed and I got one email back saying when the manager has time he will reach out to me I have two kids and that guy clearly didnt put me on the belt correctly cause if he did I would had never been able to get off it was so scary my daughter is 3 and was screaming in the back seat she was scared . I just want someone to call me and tell me what they will do to fix this

  Business Response

  Date: 03/02/2023

   

  *************** to ******'s complaint: 

  First of all I do apologize for ************* mishap, Prestige was not in possesion of your vehicle, you never put your car in nuetral and you drove through the tunnel and you damaged our equipment.  Your emails were answered as for the insurance company they reached out to Prestige and we sent them footage of you driving through hitting your brakes numerous times which you are not suppose to do in a carwash you hands were also on the steering wheel which you are not suppose to do.  You also mentioned that that it was pitch dark and our car washes have so many lights so you are not in darkness.  

  Unfortunately Prestige is not at fault for your incident and we did not accept liability for this as your were at fault.  I am not sure why you would reach out to the BBB when this just happened on Feb 27, and you did not even give us  a chance to let the district manager call you to expain what happened and how it happened.  

  But just to let you know we did send the footage to your insurance company and the damage that you caused to our property and the district manager will be reaching out to you.

   

   

   

   

  Customer Answer

  Date: 03/02/2023

  [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. 
  Hi all I wanted was someone to get back to me or give me even a sorry . I am sorry your property was damaged however I can tell you my car was in neutral the entire time and my hands are always on the wheel even if my car isnt moving its how I was trained. 
  
  Regards,
  
  *******************

• Initial Complaint

  Date:12/29/2022

  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.

  Prestige car wash offered to sign me up for a monthly car wash subscription in spring 2022. I accepted. A few months later, I moved to *******. In September 2021, I called the number Prestige provided on their brochure to cancel the subscription. (When I signed up, Prestige said they only way to cancel was over the phone. Their old phone number is listed on the attached screenshot, which comes from a publicly available Internet Archive screen capture dated August 2021.) The phone number went to voicemail, so i left a voicemail. Unbeknownst to me, prestige continued to charge me every month since then. I have been charged approximately $300 in monthly fees ($19.99 per month) since canceling. This a fraudulent business model. You cannot entice customers to sign up for a subscription, provide them with a phone number to do so, and then refuse to pick up the phone or process phone messages. I demand a refund.

  Business Response

  Date: 01/11/2023

  Customer signed up for a unlimited car wash plan she signed a receipt authorizing automatic withdrawal once a month. Billing cycle is on the first of the month with a cancellation by the 25th of the month not to be charged for next month. She states she called a number and left a voice mail, we check these boxes on a daily basis, Monday through Friday and call customers back. ******** never checked her statement in over a year if she did this could of been stopped along time ago. I do not see any records of her calling until December 2022 where she talked to one of my girls. ******** cancelled her own plan on out website.

• Initial Complaint

  Date:08/12/2022

  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 Nov 16, 2021 I went to the Prestige Car Wash on Canal Street in *****, ** . I WANTED and intended to join their premium car wash club. They put a sticker on my windshield after I filled out the paperwork and gave them my credit card. HOWEVER, the following week (Nov 22, 2021) I went in to get my "free" car wash and the gate wouldn't lift. It didn't recognize the sticker on my car. The attendant came out and after a couple trips back in to the office he said I had never authorized the company to charge monthly and therefore was still an "on demand" customer. I was irritated naturally and he came and scraped the sticker off my car with a tool which left a filmy reside on my new car's windshield You can still see the outline. I paid for the car wash for that visit. I had no issue with the attendant. He was nice and did his job. I never went back The problem came when I noticed that from Dec 1-Aug 1 I was still getting charged $34.99 a month. The ***** attendants brought ** in to the office and showed us that indeed I was NOT a member and we took a screen shot of said computer. I called the main office thinking there would be no issue with reimbursement or that they would at least offer me the 9 month credit . But instead, I was told that I never cancelled my membership. How could i cancel a membership I was told I DIDN'T HAVE??? When I emailed repeatedly I was given the "I've passed it on to my manager". Today I got a call and was told that I was in the wrong, and the company would not acknowledge any wrong doing, mistake or miscommunication on their part. She told me to call my attorney which I already have. As you can see from the above listings on this BBB web site, I am far from the first person who has run into issue with this company and their monthly payment "plan". I was very open to an easy solution of either reimbursement or a 9 month credit, but they have chosen to respond this way, so I have no choice but to fight for what is due me.

  Business Response

  Date: 08/26/2022

  Hello

   This customer signed up at our automatic teller back in Nov 2021, it is a touchscreen where you are in control of picking if you would like to purchase a plan or purchase one singular wash.  I have a staff of 3 customer service girls that answer the phone daily, and we have email and voice mail that get checked on a daily basis, ******* called us on 8/4/2022 and her plan got cancelled.  She never contacted us prior to that day.  I am not sure why she did not check her statements prior to this incident as it could of been stopped back in November of 2021.  We would not tell her to get an attorney I am in the office on a daily basis 7:00 am to 5:00 pm and over see the girls on their calls.  This customer first emailed on August ******** instead of calling us back in November she did not check her statements until Aug.  Our monthly membership is a great program and we have thousands of members, the people that file claim is the customers that do not take the time to read the teller.  The claim was denied by upper management due to the fact is was customer error, I am enclosing the receipt that she filled out and authorized. 

  I am not sure why she never bothered to check her statements or notified the office we could of assisted her along time ago.