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 has 114 locations, listed below.

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  ModWash

  6303 Ringgold Rd Chattanooga, TN 37412-3833

• 

  ModWash

  8609 Hixson Pike Hixson, TN 37343

• 

  ModWash

  5532 TN-153 Chattanooga, TN 37343

• 

  ModWash

  3540 N. Ridge Road East Ashtabula, OH 44004

• 

  Modwash

  4140 Pearl Rd Medina, OH 44256-7610

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:01/24/2024

  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.

  The deal is, "sign up for one wash get a month free". What they don't tell you is you will be charged $29.99 the following month and are now enrolled in their monthly wash program. I should have known to cancel before the trial period but this was never explained that I needed to. Shady practices. I will never use again. EVER

  Business Response

  Date: 01/25/2024

  ModWash LLC has received your complaint, and we are sorry if there was any misunderstanding. We value our customers, and we work hard to earn your business. We have a website, and a dedicated staff in our Guest Advocate department willing and able to assist and educate our beloved customers of our terms and conditions. At times the wash can be fast paced, lines may be long, and some details may be lost in translation. However, this is why we provide new membership customers with text messages, and welcome emails immediately upon enrollment. 

  We are always here to help.

  We do offer a promotional discount, and like most subscriptions it renews after 30 days. We are not in the business of scamming or defrauding anyone. We are providing access to a service. If you wish to stay with us, we would be willing to work with you if the amount was too much. Please give us a call Monday through Friday 9am-6pm at ************. We want to make this right.

  Thank you for your business.

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

  Manager 

• Initial Complaint

  Date:01/10/2024

  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.

  We own a small construction business and have used this carwash company for some of our employees to keep our work trucks clean. However, we canceled two of our memberships last year and when going over our end of the year finances, two of our credit cards were charged monthly repeatedly after the memberships were canceled. In order to get the membership canceled, we had to do it with an onsite sales associate and in both cases we were told membership was canceled. To get this resolved, Modwash provides an email address that is invalid and the one phone number listed takes hours to get someone to answer. I finally talked to one girl who said she would only refund four of the charges and that I will have to take this up with my bank.

  Customer Answer

  Date: 01/25/2024

  
  This is to let you know I finally received contact from Modwash in which they apologized for not closing our account and for erroneously charging us for months after. They did reimburse us some of the charges and I have my bank helping dispute the rest. From what I can tell, they are trying to set matters straight with the staff and resources they have.
  Thank you for reaching out to me in this matter.
  
  --
  Thank You
  ***** ******
  Owner
  ******* *** ***
  ****** *************
  *******************

• Initial Complaint

  Date:01/03/2024

  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.

  Took my car through the car wash(12/24/23), after I was cleaning floor mats and noticed scratches all over my car, I filed a claim with one of the employees, who told me I’d here the following Tuesday or Wednesday, it’s been almost 2 weeks and I’ve tried emailing and calling multiple times with no response, called corporate customer service and they informed me that my claim was deleted from the system

  Business Response

  Date: 01/24/2024

  ModWash LLC has reviewed calls and fully investigated your
  complaint. We extend our deepest apologies for any inconvenience that you may
  have experienced. We understand how difficult and frustrating the situation
  must have been. That said, camera footage from 12/24/23 indicated that damage
  did not occur at our wash. After several failed attempts to reach you, the
  District Manager was finally able to relay the message that the claim was
  denied. Although this may not have been what you wanted to hear, we did come to
  a resolution on the matter. In addition, we understand that you are requesting
  a $31 refund for the service (carwash) you received on 12/24/23. For the
  frustration you may have felt and the time that this took away from your day-to-day
  life, we would happily issue you a $31 credit. We apologize again for your
  experience with ModWash, we truly value your business. 

  Customer Answer

  Date: 02/02/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is the best imma gonna get even though it’ll cost me a couple hundred to get all the scratches from you ****** car wash away, I hope y’all dealt with that lying sketchy manager **** ***** according, I don’t have any missed calls from his lying self, just trying to look good for corporate 
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Customer Answer

  Date: 02/15/2024

  Filed a compliant a few months ago, and just 2-3 weeks ago you guys emailed me saying they offered me a refund, I accepted it as a acceptable return, it’s been the 2-3 weeks and they never gave me a refund, when I went to call, they had me try to play phone tag, making me have to call different departments and transferred to different people, at this point I don’t want a refund, I want them to repair the damage to my car

  Business Response

  Date: 02/15/2024

  Hello *****,

  Thank you for contacting ModWash LLC again. We apologize for any inconvenience. As previously stated, your damage claim was denied and ModWash takes no responsibility for any damages. As a courtesy and an exception, we did offer you a refund. In order to receive said refund, you do have to contact us directly to provide your billing information. If you are still interested contact me directly at my office *************. I will await your call.

  Best wishes,

  ModWash

   

• Initial Complaint

  Date:12/11/2023

  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.

  In Davenport I had issues with the manager for mechanical issues with the rollers. My new Pathfinder Nissan jumped 5 times because of the rollers not working properly.
  The manager is a disrespectful unapproachable Hispanic guy.
  Since that incident my membership of $22.00 shows that my account was closed every time I go to any moodwash. Means every time I go I’m paying for a new monthly subscription.
  I already paid for 6 months subscription they own me money $200

  Business Response

  Date: 12/13/2023

  Please contact us at ************ regarding your experience we would love to speak to you and understand your complaint.

• Initial Complaint

  Date:12/11/2023

  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.

  Ticket number *****. Copies of attempted emails. Recording of entire phone call conversation. Separate witness to the conversation via speakerphone. Purchased a Modwash unlimited membership. Attempted to email to cancel from two different email accounts multiple times more than three days before the rebill date. Every time, I received an auto response, from Modwash, stating that my message did not go through because of a specific spam filter they have set up. Screenshots taken. Called 12/9/23 8:44 AM. Waited on hold as "first in line" for 20 minutes before being connected to "***". Total call took 26 mins 49 secs. Alerted *** that I was recording conversation. Requested membership cancellation. Gave phone number. Gave license plate number. Gave email. Multiple periods of silence from *** and finally statement that the account is being cancelled. Refused to refund the upcoming month's charge. Still listed in bank as pending and will not withdraw until 11th. Received ticket number (*****) and requested transcript of conversation and verification be emailed to address provided. Have received neither. Checked all email folders including spam. Due to the excessive number of other complaints on multiple sites about the less than ethical and in several legal opinions unlawful practices by this company I have filed this complaint to seek recourse before escalating to litigation. Do not request I call ***** ******** just to cost me more of my billable hours while waiting on hold. I request email verification of the cancellation of my membership and a refund of the charge for 12/2023 that was posted due to Modwash willfully making it difficult to cancel a membership plan. Do not reinstitute membership or charges at a later date without express written consent from me.

  Business Response

  Date: 01/02/2024

  Contacted ******* and issued refund for charges in question.  Customer stated no further needs at this time.

• Initial Complaint

  Date:11/27/2023

  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 pulled in to Mod Carwash located next to **** gas station on Kissimmee, FL, 34746 on 1/23/2023. The lady standing by the liftgate asked what do I want to purchase, I responded that I just want a one time car wash, she said it will be $11 but I recommend that you do one unlimited month for the same amount. I ended up taking her word for it and purchased the one month plan. However, while checking my transactions today, I noticed a charge of $21.4 that I did not remember making. After 1h of looking, I discovered that I have been charged every month since 2/23/2023 that I never authorized. So I'm thinking the young lady messed thing up and put for a monthly membership. They charged me a total of $213.40. I'm asking for refund.

  Business Response

  Date: 12/13/2023

  The account in question was used periodically between the months of January and October.  When the customer contacted us last, we refunded October and November due to low usage at that time.  While the usage of the account was low there is no indicate of the customer being unaware of the account being active as the wash was used several times in the months following the original signup.   No further credits are authorized at this time.

  Customer Answer

  Date: 12/14/2023

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

• Initial Complaint

  Date:11/13/2023

  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.

  They have memberships for the car. Wash at the price of $10 for 30 days.
  And then they charge you $19. That's a real current fee on your credit card. None of this is advertised. But when you complain about your money. They lie and say they did advertise it, but they don't.
  This business has very deceptive business practices.
  And they steal from the customers hoping they don't notice.

  Business Response

  Date: 11/15/2023

  We are very sorry that you had this experience.  Please contact *** *** **** and let us resolve this for you.  Please indicate this as part of a BBB complaint.

• Initial Complaint

  Date:11/09/2023

  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 September 30, 2023 I had my car washed and I was coming out of the wash and the machines was air blowing the car. As I was exiting the wash, my back window blew out. I continued out and started hand drying my car. 2012 Red Ford Excape . One of the employees came to my car. **** *******. I did not get his phone number. My daughter ******** ****** was there drying her car. She came over and helped me dry also. Her number is *** *** ****. I was told to bring back 3 estimates to have the window repaired. Which I did, I was then asked to get an additional 3 estimates. Which I did. I have 6 estimates. Nothing happened. Today is November 10th. Mod Car Wash has not contacted me, my window is taped to the rear of my car. I have been running around town getting estimates and using my heat to keep myself warm. I have been neglected and mentally abused. I deserve better than how I have been treated. My rear window is still taped down.

  Business Response

  Date: 11/20/2023

  It was determined that due to the age of the vehicle and no abnormal behavior by the wash that this claim would not be paid.  200 customers cycled thru the wash that week with no duplicate issues.  We try our very best to educate customers on the potential fragility of their older vehicles prior to them entering the wash with signage and warnings.  We are very sorry that the customer feels this was the fault of the wash but, at this time we are unable to pay on damage we did cause to the vehicle.

• Initial Complaint

  Date:11/07/2023

  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 one time use for this company. The attendant told me there was a promotion where I could get washes for the rest of the month. I attempted to clarify with them multiple times I did not want a recurring membership as I was not from their town. They reassured me it was not reocurring. Flash forward to today where I was unknowingly charged and cannot contact customer service to recieve a refund. There needs to be better education for employees and more accessible customer service. How do I recieve a refund?

  Business Response

  Date: 11/07/2023

  The account is fully cancelled and refunded.

• Initial Complaint

  Date:11/06/2023

  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.

  I purchased a brand new vehicle on 10/12/23. I took my suv to get washed on 10/19/23 when I arrived they had just opened and were having problems getting the car wash started. I asked was it safe to go through and I was assured yes. After the wash I noticed my rim was damage and I also had scratches on my mirror and rear spoiler. I was in shock and did not know what to do. I did not see a manager on duty. Later I filed a review suggesting not to go to modwash. The guest advocate said to call them. They told me to go back to the car wash and file a claim. When I arrived ****** the mgr. on site wasn’t pleasant she made it seem that this was my fault. I spoke to **** the GM who has not got back to me yet, I contacted the Chevrolet dealership my wheel replacement will be $900 plus tax. I haven’t purchase a new car in 10yrs and look at my investment! I’m so upset words cannot describe. I have not had my car for 30 days yet. **** the GM keeps giving me the run around they don’t want to help in anyway. I had all my family and friends cancel their memberships.

  Business Response

  Date: 11/07/2023

  We are very sorry that you feel your vehicle was damaged in the wash.  The soft wrap that cleans the side of  your wheels and side of your car is incapable of producing the damage that is on your vehicle.  Any damage done by a wrap would be consistent across the entirety of a vehicle no just in one spot.  We do not cover damages to vehicles done outside of the wash.  We would be happy to offer you a free month of service.