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Business Profile

Car Wash

A to Z Express Car Wash

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Car Wash.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/22/2023

    Type:Order Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Signed up for monthly car wash club- have repeated tried to contact ownership to cancel member ship (first attempt in March 2023) Even contected them on ********** they blocked me without reason.I am seeking to CANCEL my membership and issue credit.

    Business Response

    Date: 08/22/2023

    I am not sure what this is about, as this is the first I am hearing of this issue.  I do not have ANY ******** or ****** messages from this customer, but I have sent him an email with instructions on how to cancel his account.  For the record, ALL customers are given this information when they sign up, and we have thousands of customers, many of whom use the online customer portal to successfully make changes on a daily basis.  We also have a CONTACT form on our website that customers can use if they are having trouble or require further assistance.  I checked my email history for any correspondence from this clients email, and it came up with ZERO matches. Additionally, if they go to the business physically, staff would give detailed instructions on how to cancel an account or contact customer service for assistance.  Our system works flawlessly, but it only works as well as the customer who is using it follows directions.  

  • Initial Complaint

    Date:07/21/2022

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Deceptive practice- there is an automated machine that says select todays special for $20 and fails to tell you that it is recurring. I am being charged every month, and there is no way to cancel. Nobody answers the phone, when I went in person, they told me to do it online. When I try to cancel online, it asks for information that doesnt exist - so it therefore cannot be canceled. FRAUD!!!

    Business Response

    Date: 07/21/2022

    A few things:

     

    First off, the $20.00 promo means you get the ENTIRE MONTH For the price of a single wash.  You may wash every day for the next 29 days from the day you join, FOR FREE. If you don't like the program, simply go online and cancel, and pay NOTHING additional.  If you like it, you stay enrolled and it will AUTOMATICALLY renew on the same day each month at regular club pricing.  I have attached a sample copy of our terms and conditions ALL CUSTOMERS MUST SIGN AND AGREE TO WHEN JOINING!  It clearly states that the charge will reoccur each month.  When you call our phone line, it states that  phone line is NOT monitored, and to use the website to handle any account transactions. There is an FAQ section on the website which explains how to log in to your account to make changes, and there is also a link you may use to EMAIL customer service if you need assistance.  This client did not follow ANY of these procedures, and had he done so, he would not have been charged for additional months and I wouldn't have to be spending time responding to erroneous complaints that we run a fraudulent business. Additionally, when he went back to the car wash, the staff again explained he needed to manage his account online, and handed him a business card that has the email to use should he need assistance. To date we have not received an email from this client, and the first I am hearing of this issue was when this complaint was filed.  The process is simple, but if a customer refuses to follow instructions and email for assistance, then there really is no way for us to help resolve his issues.

A to Z Express Car Wash is NOT a BBB Accredited Business.

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