Complaints

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

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Silverstar Car Wash has 5 locations, listed below.

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  Silverstar Car Wash

  4916 S Marion Rd Sioux Falls, SD 57106-2016

• 

  Silverstar Car Wash

  3900 E 10th St Sioux Falls, SD 57103-2100

• 

  Silverstar Car Wash

  4401 E. 57th Street Sioux Falls, SD 57108

• 

  Silverstar Car Wash

  1500 S. Minnesota Ave. Sioux Falls, SD 57105

• 

  Silverstar Car Wash

  1221 W 41st St Sioux Falls, SD 57105-6367

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:05/07/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 had been a subscriber to Silverstar Car Wash for a few years. When my credit card expired over the winter, I didn't renew right away. However, when I did renew in April, I was surprised with a renewal offer of $1 for 30 days of their top tier wash. I provided my new credit card and went through the Wash. The second time I went through I was stopped and the worker told me my card was expired and to update my CC info once I got an email. I did that, but then was charged full price $42.47. I told them at the carwash and they told me to call. The wait times for customer service are hours. I had to ask for a callback multiple times. I called and emailed and by the time I finally was offered a resolution of 1 free month service which was posed to me as from May 7th to July 2nd, they had charged me again on May 2nd. I did not know about the second charge until I was off the phone. I now have been charged $84.94 within 17 days that should have been $1. I also do not want the top most expensive tier, so even giving me 1 free month forces me to pay twice for the most expensive subscription possible. I should be refunded!

• Initial Complaint

  Date:04/24/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 incident occurred on Saturday, March 2, 2024, at the Silverstar Car Wash ******* ** **** * ****** *** ***** ****** ** *********** Upon exiting the car wash to hand dry my car, I immediately noticed that 2 of the taillights were damaged. I subsequently took photos and began to reach out to the business for resolution.
  I received an email stating that ”The damage was already there prior to entering our wash that day” (all email documents are attached). I immediately replied to ask to see proof of that and was provided with a still frame camera shot that showed the car wash attendant in the same frame with the wash wand and damage to my car. I received a photo via text message and immediately asked for a clearer picture: something before the person was in the frame, my car pulling in, or if I could come to see the video footage proof that damage existed before my car was in their care. I was met with silence, other than a customer service response to another inquiry from the website, until March 26th. At this time i was informed that the security footage had been deleted - despite this pending and open investigation. I asked for additional details on the following dates with no response: March 9, March 9, March 13, March 15, March 20, March 22, and March 30.
  I provided photographic proof from the video footage of the coffee shop that I was at before entering the car wash that my car was not damaged upon leaving the parking lot of that establishment, just before entering the car wash. I asked multiple times if they had the photographic proof, why couldn’t they simply supply it to me.
  Due to the damage to my vehicle, the lack of communication, and negligence in properly documenting and responding to requests for information, I am seeking damages in the amount of $1083.36 for the repair of my vehicle.

• Initial Complaint

  Date:12/19/2023

  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 purchased a promo car wash on October 24, 2023 that was good through the end of the 2023 year for $49.99. I went to the 12th st location on December 8th and after scanning my RFID it said it was expired. I contacted Silverstar via email and they said I made a purchase on November 8th for $26.55, which is completely false because I went through my credit card statements and the most recent purchase I made was on Oct. 24th. Silverstar doesn't even acknowledge my purchase on 10/24. Silverstar no longer answers emails. Earlier this year this same company also charged my credit card after a promo ended and was not renewed. They blame a "glitch" and I was eventually refunded - you can see from the other comments I was not the only one. This company has major issues with its billing/accounting department.

• Initial Complaint

  Date:05/12/2023

  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.

  I have tried to cancel my automatic car wash subscription two months now. April and May charges have still been deducted from my account. When April charged my account, I then called to verify it was cancelled. I continued to use the pass instead of ask for my money back but only used 1-2 times. There were multiple occasions where the * **** ** location was not staffed and open for use within business hours. Both times I submitted a cancellation I received a confirmation number. I was also told verbally by the window worker that the last day to use the was was 5/11. Today again submitted a cancellation but did not get a response about my other concerns and wanting a refund for both months. There is no contact number to discuss with an actual representative. The wash itself is great, very fast, and good quality. Would consider individual uses instead of the pass.

  Business Response

  Date: 05/22/2023

  Dear Chelsey, 

  Thanks for reaching out. I'm showing that our system experienced a glitch, causing your membership to be reactivated when you attempted to cancel. I apologize sincerely for this inconvenience. 

  I've reviewed with our Customer Service team and it appears a refund was issue for both April and May's renewals for a total of $***** back on 5/12/2023.

  Again, I apologize for the trouble this has caused. Please don't hesitate to reach out if you need anything else.

   

  Andrea *****

  Director of Operations

  Silverstar Car Wash

• 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.

  I use to have a membership with this company. I cancelled it and it got reopened automatically. I've reached out to them on several occasions to several phone numbers that say I will receive a call back and I haven't received anything from them. I almost feel like this is a scam because I understand accidents happen and it could have auto renewed on its on. The fact that I call several numbers and got automated systems and haven't been contacted back once just seems very sketchy and not like a trustworthy or honest company. I can only assume from my experience that I'm not the only one reaching out about them. I'm not one to dig this deep about a situation like this or to file a complaint but I cant remember ever being put in a situation like mine. I hope you folks can help me out.
  
  Thanks,
  
  Omar *******

  Business Response

  Date: 05/22/2023

  Omar,

  Thanks for reaching out. After checking our records, I am showing that the membership was cancelled as of 5/15/2023, and on 5/19/2023, our customer service team issued a refund of $***** back to your original payment method.

  Please don't hesitate to reach out again with any questions or concerns.

  Thanks!

   

  Andrea *****

  Director of Operations 

  Silverstar Car Wash

• Initial Complaint

  Date:04/19/2023

  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.

  We went for a car wash and the attendant behind the register told us for just a little bit more we could get as many more washes as we wanted for the rest of the month so we agreed and paid our one-time charge of $*****. We went twice that month and have not gone since. early this month I found 2 more charges from them for a reoccurring service. Thinking there must have been a mistake we called to attempt to resolve this and get a refund they told us they will have a manager call us back but they don't issue refunds (a huge red flag because people make mistakes and in those cases, refunds should be an option). The manager called back and said we don't issue refunds because you didn't use the service we responded we don't want a refund because we didn't use the service we want one because we did not agree to or use the service. The manager didn't listen to us well because then said the kiosk says that you are signing up for a recurring service but we had already told them we didn't use the service this was set up by someone at the register who did not mention anything about a recurring charge just said that this was to cover car washes this month. The manager refused to talk any more about it stating no refunds.

  Business Response

  Date: 05/02/2023

  Brad,

  Thanks for your message. I apologize for the confusion. I did issue a refund for the renewals in March and April.

  Please let me know if I can help with anything else.

   

  Andrea *****

  Operations Director

  Silverstar Car Wash

• Initial Complaint

  Date:04/17/2023

  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.

  I purchased a winter pass from Silverstar Car Wash, one that does not automatically renew. After it expired I went through the car wash and had to pay for the individual wash, as expected. They told me my pass had expired, which it had. However, I was charged for an ongoing monthly charge after the pass expired, $***** on 4/7/23. I went to the car wash and they said they could not do anything about it. I called the main number and they acknowledged it was a mistake and that they would refund the money. I received two emails, one from Silverstar and one from ******* ******** **** their parent company. One stated that a refund had been "immediately issued" and another stating that the refund would be issued in "2-3 business days". I have not received any refund. On the phone Silverstar acknowleged that they had several calls about this the same day that I called *** * **** ******* **** **** ******* ** ***** *****.
  The emails are attached.

  Business Response

  Date: 04/17/2023

  Good afternoon,

  I sincerely apologize for the trouble caused by this incident. As referenced in the email you received, this was not fraud, but we did experience a glitch which caused some customers to receive an errant charge on their Winter Wash Pass accounts. The refunds were issued over a period of 2-3 days, and unfortunately, refunds do take additional processing time. I reviewed your account and a refund was issued, so you should see that reflected on your card soon (this can be dependent on your bank/card processor).

  Again, our apologies for this incident. If you'd like, please email me at ****************************** and I would be happy to provide some free car wash coupons for the trouble you experienced.

  Thanks,

  Andrea *****

  Operations Director

  Silverstar Car Wash

• Initial Complaint

  Date:04/11/2023

  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 4/10/23 I took my restored 1994 *** through the Silverstar car wash. During the was I heard a loud thud when the side brushes can on then noticed the right brush literally tore my right mirror off of my truck. This mirror is factory installed component but due to the age of the vehicle it's not covered apparently in the fine print this is stated. At no time was I informed about the age policy. There are several vehicles that are 2013 and older that probably would not use the service if this policy was made public notice by an employee taking the money for the service.

  Business Response

  Date: 04/12/2023

  Steven,

  Thanks for your message. I've attached a photo of our disclaimer sign that is clearly posted at each location prior to customers entering our wash. There are a few items that we are not liable for, including things like after-market accessories and vehicles over 10 years of age. As I'm sure you're aware, as vehicles age, parts become brittle, loose, or can be damaged over time. With your vehicle being nearly 20 years old, we do not believe that your mirror being damaged was due to our equipment, but rather due to its age.

  Furthermore, on the day of your visit, Saturday, April 8, the location you visited washed over 500 vehicles, none of which reported damage to their mirrors. This confirms that the issue that led to your mirror being damaged was not due to our equipment, otherwise, we would anticipate seeing many complaints or reports about this. 

  Thanks for reaching out; however, the decision made by our District Manager, Will ****, that was emailed to you on April 11 stands and we are denying your damage claim.

   

  Thanks,

  Andrea *****

  Operations Director

  Silverstar Car Wash

• Initial Complaint

  Date:02/14/2023

  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.

  Fraud they loose paperwork and they dont know how to run a business u call and have ro leave a message for a call back and they dont for a day or 2 or never

  Business Response

  Date: 02/28/2023

  Good morning,

  I reviewed your account and I do show a refund for your initial purchase from 1/26/2023. If you have a bank statement showing otherwise, I'd be happy to review.

  Thanks!

  Andrea *****, Silverstar Car Wash

• Initial Complaint

  Date:02/09/2023

  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 signed up for service at one of the company's four levels of service and was billed the first month at that service level cost. The following two months I have been billed at the highest level of service without my permission or initiation. Billing was authorized monthly to a credit card.

  Business Response

  Date: 02/10/2023

  Contact Name and Title: Andrea *****, Ops Dir
  
  Contact Phone: ************
  
  Contact Email: ******************************
  
  Mr. *******,
  
  
  
  I don't see record of any previous correspondence from you regarding this issue, but I'm happy to address it.
  
  
  
  I see you signed back up for your Platinum membership (regular price $*****/month) on December 2nd, at which time our team member did not bill you - our error. I do show that your membership renewed on January 2nd and February 2nd for $***** plus tax.
  
  
  
  I have now adjusted your membership down to our Express level ($*****/month) and have applied a one-month credit to your account.
  
  
  
  If you have any further questions, you're welcome to email me directly at ******************************.
  
  
  
  Thank you.

  Customer Answer

  Date: 02/10/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  
  I disagree with the statement that I renewed service at the higher rate but if the changes noted in the response are accurate the complaint is satisfied on my part.