Complaints

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

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  ModWash

  6303 Ringgold Rd Chattanooga, TN 37412-3833

• 

  ModWash

  5084 New Country Dr Hixson, TN 37343-4877

• 

  ModWash

  5972 E Brainerd Rd Chattanooga, TN 37412

• 

  ModWash

  1240 E Main St Chattanooga, TN 37408

• 

  ModWash

  3540 N. Ridge Road East Ashtabula, OH 44004

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:06/23/2025

  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 been a member of this car wash for 4 months. They have been double charging my account for 3 months. Amy attempt to resolve this with the car wash has failed. The clerks on site send me to the corporate. Corporate phone line says to send them and email. The email goes unanswered. And I am not able to cancel this idiotic membership or get my money back. Unless I cancel my credit card, I don't know what to do anymore.

  Business Response

  Date: 06/23/2025

  We sincerely apologize for the experience you've had and for the frustration this situation has caused. After reviewing your account, we were able to locate a duplicate membership that resulted in multiple charges over the past few months. We take full responsibility for this oversight and understand how upsetting it must have been to feel unheard while trying to get this resolved. Please know that all duplicate charges have now been refunded. Depending on your financial institution, the funds should reflect back in your account within 3 to 5 business days. We’re truly sorry to lose your business and regret that your experience with us fell short of the standard we strive to uphold. Should you ever choose to return, we would be honored to provide the exceptional service you deserve. You are always welcome back, and we would be elated to earn your trust again. Thank you.

• Initial Complaint

  Date:06/16/2025

  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 canceled my membership online, and I still got charged. There wasn't anything there that I read, signed or was told on how long that I needed to cancel in order for the next payment (or a refund). The girl who started my membership at the booth did not disclose this information. She stated that I can cancel at anytime before the next payment.

  Business Response

  Date: 06/16/2025

  Thank you for reaching out and giving us the opportunity to clarify your concerns. We understand your frustration and apologize for any confusion surrounding the cancellation and billing process. While guests are absolutely able to cancel their membership at any time, we do have a clearly stated 3-day cancellation policy in place. This policy is visible at the time of purchase, both on the kiosk and on the digital or printed receipt and is also available on our website. It’s important to note that while cancellation can occur at any point, this policy does not guarantee a refund if the cancellation falls outside the 3-day window. In your case, the account was canceled after this period, which is why the most recent charge was processed as scheduled. That said, your membership remains active and available for use through July 14, 2025, the date your next payment would have been due. We welcome you to take full advantage of the services until then. We appreciate your feedback and will continue to use it to improve how we communicate these policies to our guests.

• Initial Complaint

  Date:06/03/2025

  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 5/15, my brand-new Ford Bronco was damaged at your car wash due to a machine malfunction, resulting in a broken mirror and two hood dents. I reported the incident immediately and followed instructions from the manager, Bre, including obtaining three quotes, which I submitted on 5/17. The repair was approved by both Bre and the regional manager, and now awaits final approval from the VP. Nearly three weeks later, my vehicle is still not repaired, though it has been dropped off and is expected to be completed this week. I am requesting prompt payment to cover the repair costs. Communication beyond Bre has been poor, and the delay in resolving this matter is unacceptable.
  Incident ID: ******

  Business Response

  Date: 06/09/2025

  Thank you for your continued patience and for taking the time to follow up with us regarding your recent experience. I understand how frustrating this situation has been, especially given the circumstances surrounding the damage to your vehicle and the time that has passed since the incident occurred. I want to assure you that your concerns have been escalated to the appropriate members of our leadership team, including location management, and they have been made aware that you are requesting to be contacted. The information you provided, including the repair timeline, approval status, and your request for prompt payment, has been shared in full. While I do not directly handle the outcome or response to these matters, I’ve taken the necessary steps to ensure your feedback is in the right hands and that follow-up is being directed to the leaders responsible. We appreciate your patience as they work to close this out, and I truly hope resolution is reached for you

  Customer Answer

  Date: 06/09/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: my car is done and I have yet to receive payment for the repairs. As my car sits at the body shop. 
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 06/09/2025

  We understand your concerns and acknowledge the inconvenience this situation has caused. However, we want to clarify that your claim remains open and is actively being worked on. Our team has been in contact with the location, and we are waiting on the final required documentation to move the process forward. While you are free to reject our previous response, that does not change the current status. We are still working through the proper steps to ensure the matter is resolved appropriately and fairly. Once we receive the remaining documentation and the process is completed, you will be contacted directly regarding the outcome. We appreciate your patience and thank you again for expressing your concerns. We look forward to finalizing this matter soon.

  Customer Answer

  Date: 06/09/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because this has taken way too long. If this is how you treat a customer who has 3 monthly services with you I’ll be sure to spread the word to everyone about how bad your customer service is. Also I wasn’t even offered a rental car for my inconvenience. This isn’t a way you should treat someone who has been a loyal customer paying for 3 different vehicles. 
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 06/09/2025

  We understand your concerns and acknowledge the inconvenience this situation has caused. However, we want to clarify that your claim remains open and is actively being worked on. Our team has been in contact with the location, and we are waiting on the final required documentation to move the process forward. While you are free to reject our previous response, that does not change the current status. We are still working through the proper steps to ensure the matter is resolved appropriately and fairly. Once we receive the remaining documentation and the process is completed, you will be contacted directly regarding the outcome. We appreciate your patience and thank you again for expressing your concerns. We look forward to finalizing this matter soon.

  Customer Answer

  Date: 06/10/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the proper documentation has been given to you. The repair shop said he hasn’t heard from you except one time complaining about the estimate. I’m picking up the car today because I NEED my vehicle back and I’ll be paying for it so I expect a check in my name or I will be contacting my attorney. It doesn’t take this long to process this. 
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 06/11/2025

  Thank you for your continued communication. I understand your concerns and the inconvenience this situation has caused. Please know that your claim is not being ignored or delayed without reason, it is actively being worked on by our team, and we are following our internal processes to ensure that all necessary documentation is properly reviewed and verified before any final decisions are made. While I recognize your frustration, I want to clarify that rejecting our response does not impact the actual progression of the claim. We are still moving forward with resolving it and will contact you directly once the process has been completed. We are aware that the repair shop has received payment from you, and while we respect your choice to proceed with picking up the vehicle, any reimbursement will be based on ModWash’s investigation and the approved outcome. It’s important to note that communication with service providers does occur during the claims process, and our responsibility is to ensure that all estimates reflect only the damages related to the incident reported. We appreciate your patience while we work to bring this matter to a fair resolution. Please rest assured that your claim is being handled with care and that we will provide follow-up as soon as the review is complete.

  Customer Answer

  Date: 06/16/2025

  
  
  Complaint: ********
  
  
  Review the video footage the dent in the hood was caused by your brush and your employee on staff didn’t document it. 
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 06/20/2025

  Thank you for your continued patience throughout this process. We understand how important your vehicle is and sincerely apologize for any frustration this situation may have caused. We’ve escalated your concern through the appropriate channels, and I’ve been advised that a representative from our insurance partner will be reaching out to you today to discuss your claim directly. Their name is ******, and they will be your main point of contact moving forward. Please don’t hesitate to reach out if you have any questions or need additional support.

• Initial Complaint

  Date:05/30/2025

  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.

  I had a mod wash subscription due to being in NE Ohio and the salt on the road. I canceled this the way I was told to by the employees via the website. I did this 12 days prior to the account due by date. I received a email saying all good.
  I was charged again and sent several more emails over the following 10 days as I was told by the employees once again. None of these were answered. I went to my site and was waved in through the gates, told to send another email and did to the card behind me I was put into the wash. I did not want this but was following the direction of the employees. I have not been back since.
  I rang today and was informed that due to bring waves through they will not refund me. I was charged fraudulently when I have proof of cancelation. They would not answer me as to why I was charged fraudulently after cancelation. I was not able to speak to anyone else in authority. At no time was there any apology or explanation of the fraudulent charge that was made on my card.
  I was calm and kept asking the question with no response and was eventually hung up on by the " guest advocate ". Good choice calling it this because your company site a heck has zero customer service.
  
  I have about a dozen car washes in my area at home and work. This fraudulent company will never get another cent from me.
  
  Please beware of them
  
  Thank you.... *****

  Business Response

  Date: 05/30/2025

  Thank you for reaching out and sharing your experience. I’m truly sorry to hear that things didn’t go smoothly and that your recent interactions with our team left you feeling unheard and frustrated. That’s never the experience we want any of our guests to have. After reviewing your account, I can confirm that it has been canceled, and a full refund has been issued. Please allow 3-5 business days for the refund to reflect back to your method of payment. Regarding your phone call with our team, I do want to be clear: we have a zero-tolerance policy for disrespectful language. While our agents are trained to remain professional and courteous at all times, the call was ended only after profanity was used. That decision was in line with our standards for maintaining a respectful environment on both sides of the conversation. Lastly, there were no fraudulent charges on your account. All billing occurred in accordance with the membership terms, but again, we’ve gone ahead and issued a refund to close things out.
  We do appreciate the time you spent with us. Again, I apologize for any inconvenience and if the most recent experience didn’t reflect the level of service you deserved. Your feedback is important, and we’ll continue working to ensure we’re providing better support across the board. Wishing you all the best going forward and thank you again for giving us a try.

  Customer Answer

  Date: 05/30/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

   

• Initial Complaint

  Date:05/23/2025

  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 used the Modwash location in Pittsburgh, but could not find it listed so I selected this location. I cancelled my membership prior to the renewal date of 5/17/2025 via the online form, but Modwash still charged my account. Contacted the customer service number and spoke to Van on 5/22/2025 and he said he had no record of the cancellation on file and I could not receive a refund and he was extremely rude and told me if I didn't like what I heard, then I could hang up. Ask for a supervisor and Van told me there was no supervisor. Called back and spoke to Karen and she was rude as well and said that she could locate the form and it was submitted on 5/20/2025?? Ask for a supervisor and she also refused and said that they would tell me the same thing too!! Extremely unprofessional and rude! I would like a refund since I cancelled ahead time as advised.

  Business Response

  Date: 05/28/2025

  Thank you for taking the time to share your concerns. We’ve thoroughly reviewed your account and would like to offer clarification regarding the situation. Our records show that your membership was set to renew on 5/18/2025. Per our cancellation policy, which is clearly stated and consistent with standard industry practices, we require at least three days’ notice prior to a billing date in order to process a cancellation and prevent the next charge. This means cancellation requests must be submitted no later than 5/15/2025 in this case. The only cancellation request we received on your account was submitted on 5/20/2025, which is two days after the renewal took place. Because of this, the renewal charge was valid and will not be refunded. We understand it may be frustrating, but we do not base cancellations on when a charge posts to a guest’s bank account. We go by the membership’s set renewal date, which was clearly established at the time the account was created. Regarding your experience with our representatives, we sincerely apologize if any interaction felt unprofessional. Our goal is always to provide courteous and helpful service, even when delivering information, a guest may not agree with. While we’ve confirmed that our representatives correctly explained the cancellation policy, we are reviewing this interaction internally to ensure we maintain the highest standards of professionalism. Although a refund will not be issued, your membership remains active through the current billing period, so you are welcome to continue using the wash through that time. We value every guest and appreciate the opportunity to clarify our policies. If you have further questions or would like written confirmation of your cancellation, please don’t hesitate to reach out.

  Customer Answer

  Date: 05/28/2025

  
  
  
  
  I am rejecting this response because:

  The representatives informed me about the subscription advised that cancellation prior to the renewal date would ensure no further charges would be made to my bank account.  Now, Modwash states it has to be at least 3 days prior to the date the subscription continued the following month.  The whole situation is very unprofessional with poorly executed business policies which is a tactic used to trick people and deduct payments after cancellation.  I will be sure to share my experience with others of how Modwash handles potential customers.  Your call center was disgusting how they handled my calls, very emboldened, rude, and felt that the way they spoke to me would result in no consequences.  I reject your response, and I don't consider this anything even close to a resolution.  Again, I will be more than happy to share this experience with others.

  Business Response

  Date: 05/29/2025

  Thank you for your continued feedback. We’re sorry to hear that you remain dissatisfied with the resolution, and we truly regret if any part of your experience left you feeling unheard. We do want to respectfully clarify that the three-day cancellation window is not a new policy. It has remained consistent since the inception of our membership program and is clearly outlined in our terms to ensure transparency and fairness for all guests. We understand there may have been a misunderstanding regarding timing, but the billing process is systematic and adheres to this policy across the board. While we certainly strive to make all aspects of our service clear, this policy has not changed and is not intended to be misleading in any way. Regarding your comments about our call center team, please know we take all feedback seriously. However, we also want to express that we have confidence in the professionalism of our agents. They are trained to provide support with courtesy and respect, and we stand by the way your concern was addressed. Thank you again for your time. Should you have any additional questions or if you’d like to discuss anything further, we’re happy to assist.

  Customer Answer

  Date: 05/30/2025

   
  
  
  I am rejecting this response because

  This business can care less how customers are treated, and your billing practices should be illegal.  The only information received regarding cancellation was a text indicating that the next billing cycle would be in 30 days and cancellation must occur prior to the next billing cycle.  Again, I will be happy to share my experience with others.

• Initial Complaint

  Date:05/02/2025

  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.

  Noticed a charge on my March 2025 credit card for $***** from ModWash (Mechanicsburg PA). I haven't used ModWash since a competitor opened a couple of years ago. So I started digging, and found that ModWash has been billing us for an UNauthorized monthly membership since December 2022. Total charges exceed $**** over 2-1/2 years. I have messaged them demanding a full refund, with cc to state Bureau of Consumer Protection. Will call my credit card's dispute number during business hours tomorrow. According to BBB, Google search results, and social media posts, ModWash has been, um, problematic for quite some time.

  Business Response

  Date: 05/05/2025

  Thank you for bringing this to our attention. We understand the frustration that comes with discovering ongoing charges you weren’t aware of, and we appreciate the opportunity to clarify how our membership process works. ModWash memberships are guest-initiated at the time of enrollment, and our system does not have the ability to enroll a vehicle or charge a card without authorization. At the time of signup, guests are informed that the membership is recurring and continues monthly until a cancellation is requested. We also provide multiple reminders through signage, receipts, and on-site conversations to help ensure guests are fully aware of their enrollment and billing. We want to note that this guest did not contact us by phone, email, text, or in-person prior to this complaint. We do not receive alerts when a guest stops using their membership or assumes it has been canceled. Without being informed, billing continues as agreed upon in the original terms of enrollment. That said, we understand how important it is to feel heard and supported when concerns like this come up. While we are unable to fulfill the request for a full refund going back over two years, we would be more than willing to discuss a reasonable solution that reflects both the nature of the situation and the terms of the membership. We’ve also made continuous improvements over the past few years to make the enrollment and cancellation processes as transparent and guest-friendly as possible, and we remain committed to doing right by our guests when issues arise. We encourage the guest to reach out directly so we can work together toward a resolution that’s fair for both sides. The Guest Care department can be reached Monday through Friday, 8AM to 5PM at 423-485-0005. Thank you.

  Customer Answer

  Date: 05/05/2025

  
  
  
  I am rejecting this response because: This is utter B.S. At the gate, an attendant takes your credit card and operates the out-of-reach touch screen. I have authorized NOTHING beyond a single wash at ANY car wash I've used. And from looking at the volume of similar BBB complaints and from responses I've received in two community Facebook groups, this deception is not a one-off. It appears to be widespread, and goes beyond our one location; I would go so far as to classify this as fraud, quite possibly encouraged by corporate (are the gate attendants on commission??). I expect a full refund. Period. Failure to comply will result in reporting to state attorney general and dissemination of this dispute in local media and on social media.
  

  Business Response

  Date: 05/05/2025

  Thank you for your response. We’re sorry to hear how upsetting this situation has been for you, and we want to assure you that your concerns are being taken seriously. ModWash memberships require a guest’s authorization at the time of enrollment, and our system does not have the capability to initiate or charge for a recurring membership without that approval. That said, we understand that your experience at the gate may have felt unclear, and if you believe a staff member enrolled you in a membership without your consent, we want to investigate that further. Any misconduct is against our policies and values. We have no record of prior contact from you before this BBB complaint, so we were unaware there was an issue. Because billing continued without cancellation, charges accumulated per the membership terms. However, we recognize that two years of unrecognized billing is frustrating and are open to working with you toward a fair and reasonable resolution. Please contact our Guest Care team directly at 423-485-0005 (Monday–Friday, 8AM–5PM) so we can speak with you one-on-one and get a better understanding of what occurred. Our goal is not to dismiss your experience, but to resolve it in a way that reflects both your concerns and the details available on our end.

  Customer Answer

  Date: 05/05/2025

  
  
  
  I am rejecting this response because: Business says "memberships require a guest’s authorization," but the entire transaction at the gate is verbal...the credit card is handed to the attendant, who swipes/taps the card and operates the wash-selection touch screen. There is no recorded acceptance or decline of a single wash or membership during the transaction...no e-mail address or phone number is collected. Moreover, I spoke to a ModWash agent at corporate using the provided phone number, and the ONLY personally identifying information they have on file is my credit card number, and it is associated with an automobile license plate (provided to me by the agent) THAT IS NOT MINE--no phone, no e-mail, no address, nothing. This case is quickly transitioning from misunderstanding to honest mistake to deceptive business practice to outright fraud and theft--is the owner of the associated license plate connected in some way to ModWash staff? Are they USING the membership fraudulently? 

  I need a full refund, dating back to the first charge in December 2022, and I expect it to be processed immediately. If I do not receive a favorable response by noon Tuesday, May 6, I will be visiting the Cumberland County (PA) District Attorney to file a formal criminal complaint. As supporting documentation, I have more than 100 BBB complaints to reference, and countless social media posts/comments from people who have experienced the same practices from this and other ModWash locations.

  
  

  Business Response

  Date: 05/07/2025

  Thank you for getting back to us. We want to assure you that we’ve taken this concern seriously and fully reviewed the situation. After our investigation, we can confidently say this was not caused by any ModWash employee. We’ve never had an instance where a team member has enrolled someone without their consent or misused payment information, and we hold our staff to high standards when it comes to guest trust and integrity. That said, we do understand how frustrating this must be. We’re truly sorry that your card was tied to a membership you weren’t aware of. But in fairness, the ongoing charges were the result of that membership not being canceled, not because of any wrongdoing on our end. We’re absolutely willing to work with you and offer a reasonable resolution, and we’ve already taken steps to close the account. However, we hope you understand that a full refund of over $***** is not something we can offer, as that request doesn’t reflect the nature of the issue. We’ve taken ownership where we can, and now we’re simply asking for the same. We’re here to help and ready to make this right in a fair and balanced way. Please let us know how you’d like to move forward, and we will be glad to find a reasonable solution.
  

  Customer Answer

  Date: 05/08/2025

  
  
  
  I am rejecting this response because: The car license plate ModWash told me is linked to my credit card IS NOT FROM ANY OF MY VEHICLES. Therefore, the only two options are a) Fraud/theft, or b) ModWash error. Either way, I DID NOT AUTHORIZE any one of these monthly transactions, even if I only discovered it in May 2025. Your stonewalling has reached its limit. I have escalated this matter to the Pennsylvania Office of Attorney General, Bureau of Consumer Protection, as a criminal fraud. The only acceptable outcome is a full refund--if not, I will pursue this through investigation and civil/criminal penalties. Your choice.
  

• Initial Complaint

  Date:04/21/2025

  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.

  MODWASH!!!!
  I handed my card to the attendant one time for a car wash and went on about my life for the next 10 months, never going back to that specific car wash as I was only in the area, I apparently was signed up for a monthly car wash subscription for ten months, without using said subscription a single time. Lucky my checking account got a little lower then I accounted for once and when I wanted to see why I uncovered 10x 25$ charges for a car wash subscription I had never opted into or used. I contacted support they would not refund me, in fact the first automated message when you call the number is we can’t issue refunds for subscriptions. We’re talking about a brick and motar car wash here. I disputed with my bank the gave me provisional credits, that were then reversed leaving me in even deeper water.

  Business Response

  Date: 04/21/2025

  Thank you for taking the time to share your concerns. We apologize for any confusion or frustration regarding your membership. After reviewing your account and the call you placed to our Guest Advocate team on December 2, 2024, we found that the membership remained active due to the absence of a confirmed cancellation request. Our representative was unable to locate any record of cancellation through email or other official channels. As part of our process, we send confirmation emails when a cancellation request is received and processed. Without this confirmation, the membership continued under the agreed-upon monthly billing cycle. Your account reflects two uses of the membership—on July 27, 2024, at our ******* location, and again on August 8, 2024, at our ********* location. All charges to the account were processed successfully, aside from a few temporary declines that were automatically resolved and completed through our billing system. As our representative explained during your call, the membership was immediately canceled upon your request to prevent any further billing. However, we must clarify our refund policy: we do not refund charges that have been disputed with a financial institution, nor are we able to process refunds for charges older than 60 days. These policies are in place to ensure consistency and fairness for all of our guests. We understand this may not be the resolution you were hoping for, and we truly regret that your experience did not meet your expectations. We are more than happy to offer wash credit for the unused months, but no refunds will be issued. Please be aware that your feedback has been noted and will be used to continue improving our guest support process.

• Initial Complaint

  Date:04/17/2025

  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 went on a Valentine’s Day to get a car wash attendant help me with my car wash told me that I could get a months worth ofcar washes and a special price, but did not tell me that it would be a recurring charge on my card so when the month ran out, I I was done. I have not been back since and I’ve been charged twice and I did not realize it until this month. I would just want my money back that’s it.

  Business Response

  Date: 04/17/2025

  Thank you for taking the time to share your concerns with us. We apologize for any confusion regarding the membership charges and for the frustration this situation has caused. It’s always our goal to provide clear communication and a seamless experience, and we're truly sorry to hear that was not the case during your visit. Please know that we did receive your email less than 24 hours ago, and while we understand your urgency, submitting a BBB complaint so quickly did not allow our team the opportunity to review your concerns and respond accordingly. We value every guest inquiry and make it a priority to respond thoughtfully and in a timely manner. In the future, reaching out to us directly by phone can often result in a much faster resolution. Our team is here to help and ready to support you. We encourage you to give us a call at ************. Our Guest Advocacy Team is available Monday through Friday from 8:00 AM to 5:00 PM EST, and one of our knowledgeable and friendly advocates will gladly assist with reviewing your account, addressing the charges, and helping determine the best resolution for you. We appreciate your patience and the opportunity to make this right.

• Initial Complaint

  Date:04/09/2025

  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.

  On the last day of the month, I would get charged $29.99, and I have been reaching out to them since November and they only reached out to me when I threatened legal action. They will not refund me either

  Business Response

  Date: 04/09/2025

  Thank you for the opportunity to respond. We sincerely apologize if there are any feelings of Frustration with your experience. However, after a thorough review of the account, we found no record of direct communication regarding a refund request until the recent escalation. The guest submitted a cancellation request through our online form prior to calling, which we acknowledge was delayed in processing due to a high volume of submissions at the time. For that, we apologize. That said, the form itself did not include any mention of a refund request, nor have we received any such request via phone or email until just now. Additionally, our records show the membership was actively used during each billing cycle. Because services were redeemed monthly, and the guest had full access to the benefits of the membership, the account does not qualify for a refund under our policy. Services that are used must be paid for. The account has now been canceled, and there will be no further billing. We appreciate the guest reaching out and hope this clears up any confusion.
  

• Initial Complaint

  Date:04/02/2025

  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.

  This company it’s a scam, they offered a one time membership payment, then this turns to recurrent monthly. They made impossible to cancel, web page is 404 error and the phone number that they provided to the bank company is fake. Also the phone number how ask, does anything and auto end the call. That is not a recommended business. I will never be back

  Business Response

  Date: 04/02/2025

  We apologize for any frustration you have experienced. However, we would like to clarify a few points regarding your concerns. Our membership terms are clearly stated at the time of sign-up, and we do not offer a "one-time payment membership." All memberships are recurring until canceled by the member, as outlined in the agreement. If you had any trouble canceling, our team is always available to assist. You mentioned that our website was inaccessible. Please note that our site was taken down briefly for maintenance at 7 AM on April 2nd, which was just this morning. If you attempted to visit at that exact time, we understand how this may have caused concern. However, our website has been fully operational at all other times, and you could have reached out before today to address your issue. Regarding our phone number, our customer service line is fully functional. If you called and did not select Option #1 for membership support, you may not have been routed to the correct department. Our team is available to assist members, and we have no reports of widespread issues with our phone system. We take complaints seriously and encourage you to reach out directly so we can help resolve this matter for you. We can be reached at ************ during our business hours 8AM- PM Monday through Friday. 

  Customer Answer

  Date: 04/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the staff member at the kiosk offers one time membership, also they say I will do all for you, I not let me read term or anything that is not in the display, also the phone line using the option 1 takes more than hour, the the call just finish.  This phone line is not fully functional, it just said information anything about doing services though the line. 
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 04/03/2025

  We genuinely apologize for any confusion or frustration you’ve experienced. We want to clarify a few points and ensure your concerns are properly addressed. Regarding the membership, our staff does explain that the membership is recurring, and we apologize if this was not clearly communicated during your interaction. We encourage all members to review the terms, but we understand that sometimes things may not be fully explained at the time of purchase. We are always happy to assist in explaining membership details and terms if needed. As for the phone system, we take your feedback seriously. Our support line is designed to ensure that members are assisted in a timely manner. Our line does not allow for calls to be on hold for more than 15 minutes without offering the option of a callback, where we will return the call in the order it was received. Rest assured, our system is fully functional, and we do prioritize responding to all calls. We would be happy to resolve this matter for you, and there are several ways to reach out to our Guest Advocacy department. Our Guest Advocate line can be reach at ************, and you can email us at *************************. Please know that we are committed to addressing your concerns and finding a solution. If you would like further assistance, we are here and happy to help.

  Customer Answer

  Date: 04/07/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *****