Complaints

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:06/27/2024

  Type:Customer Service 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.

  Needing to cancel my membership with Magic Tunnel and cannot get any help from anyone, emailed them with no response... I just want them to stop billing me since there are no more Magic Tunnel carwashes in Ohio and I want reimbursed for all the times they have been billing me automatic withdraws from my bank acct

  Business Response

  Date: 06/27/2024

  Good afternoon This was my response to *****:

  Hi *****
  
  Thank you for contacting the Take 5 Car Wash Customer Care Team. My name is Tom and it would be my pleasure to help you today!
  
  this is in response to your BBB complaint. I refunded 13 months since the first Take 5 Billing. Just so you know Take 5 has owned the Magic tunnels since 10/27/21.
  
  Your Monthly Unlimited Membership *****+****** has been disabled and your credit card will no longer be charged for renewal. A refund of $ has been processed to your credit card. Please allow 3-5 business days to see the refund on your statement.
  
  We hope you continue to allow us the privilege of providing you with a sparkling clean vehicle in the future.
  
  If you would like to reactivate your Monthly Unlimited Membership in the future, you can use the same sticker you already have. We hope to see you again!
  
  It is our pleasure to serve you,

• Initial Complaint

  Date:05/03/2023

  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.

  Cancelled Dec 28 2022
  Continued to charge my card until April of 2023.
  $180 is what they charged me and refuse to pay whole amount.

  Business Response

  Date: 05/03/2023

  We certainly did receive the request to cancel. We sent back a request for more information to locate your account, which you did not provide. We therefore could not find your account to cancel it.  When your email response was not forthcoming, we assumed you cancelled at the car wash location. 

  We requested that information repeatedly with no answer other than "Just curious if I'm getting a full refund of $180."

  Thank you for sending the proof of cancellation, but you still have not provided the requested information to find your account.  We have over 700,000 members and 400 locations.  

  Please answer our emails with the requested information.

  * In what city and state did you purchase your pass?
  * What name is the pass under?
  * What is the full Pass ID number located on the RFID sticker that was placed in your windshield? This number may or may not include a plus (+) sign. You can also take a photo and attach it to this email.
  Note: If you are not able to locate that number, we can also look it up with the first five and last four digits of your credit card.

   

• Initial Complaint

  Date:10/21/2022

  Type:Customer Service 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 pick up truck was damaged in the front bumper due to car wash mal function. The car wash trach Track pushed me into another vehicle in front of me that do to their tires it jumped the track, but the car wash continued to operate.

  Business Response

  Date: 10/21/2022

  Hello,

  The incident that involved Mr. ******* was caused by another customer that was in front of his vehicle. The incident was a customer in the middle of the tunnel had hit his brakes and then put his vehicle into reverse. When this happened the customer reversed into Mr. ******* causing damage to his front bumper. I had advised Mr. ******* to file a police report and to go through insurance to ensure the other customer was held liable for his damages as he was at fault for the incident not the car wash. Instead of doing this he instead blamed us and believes that we should pay for it since the other customer refuses to pay for the damages to his vehicle. I let Mr. ******* that we would be happy to assist him through the process by turning over video footage to the insurance as well as the police if needed. He refused this and said that he didn't want this going through his insurance at it would raise his insurance rates for putting in a claim. This conversation was also on camera and can recorded if needed. 

  There was no malfunction of any sort in the car wash. The incident happened solely due to customer error. If the other customer would have left his vehicle in neutral as instructed by an attendant throughout the entirety of the wash there would not have been an incident taking place.

   

  Thank you,

  Customer Answer

  Date: 10/21/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  There claim is ridiculous, the vehicle in front of me is not responsibility! There was an issue with the jeep with extended tires  in front of me (wide) it jump the track when the automatic car wash system pulled him forward,

  The jeep got back in the track and continued foward, immediately I was sent behind the jeep (that should also be on camera) once te water and brushes start, you in the blind.

  The system was not being monitored by an employee.

  The Manager on duty (***)

  when I made the stated she knew what happened because

  The same thing happened earlier in the day. (That should be on tape also)

  I could understand their side if I was in the parking lot

  And if the vehicle ran into  me it would be a different story.

  All I want is my vehicle repaired to standards

  And my insurance should not  have to pay for it.

   

  
  
  
  
  Sincerely,
  
  
  
  ******* ************

  Business Response

  Date: 10/21/2022

  We're sorry that you don't agree. We explained that it was the fault of the person in front of you.  Please take it up with their insurance as we are denying this claim.

   

   

  Customer Answer

  Date: 10/24/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  They are blaming the person  in front of me, that is their problem, I am a paying Customer and expect to use the car wash without having my vehicle damaged while in their care. The system should  shut down when vehicles are to close. The automatic track in the car wash keeps moving foward until a worker has to shut it down, once again not my problem. The car wash manager even stated that vehicles should not be that close and they were looking for more resposible help. IF they are so sure that it was the other driver, they need to go after that person! They should also explain why the vehicles tires would not stay in the track! When I go in the wash system their equipment takes over and is now their responsible that my vehicle goes to the end of the cycle without being damaged in the process.

  Thanks 
  
  Sincerely,
  
  
  
  ******* ************