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

  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:11/03/2023

  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 have just noticed I have a monthly subscription on my ******** credit card that I never bought, asked for or used. I have close to $180 funds that have been taken out for months. I do recall getting a $10-11 wash which is when someone thought to enroll me in a monthly plan. Please contact me back to have my money refunded, this membership canceled and my credit card number forever removed from your records.

  Business Response

  Date: 11/07/2023

  Hi,

  We have attempt to contact you at the number provided and where unable to reach you, please contact the guest advocate team at  ************ M-Sun 0800 to 1800hrs.

• Initial Complaint

  Date:10/23/2023

  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 was told by the general manager that I would be charged on may 15th 29.99 I swiped my card and he charges me 50 and until this day I'm still getting charged 50 I was then told he would refund me the difference took my card on a piece of paper and never did so after calling customer service and asking for a legal department they authorized a end of call

  Business Response

  Date: 10/24/2023

  After reviewing the call on 10/20 we are happy that you chose to stay with ModWash.  We are very sorry that you where unhappy with the final resolution but glad that you accepted a discounted package and one month of free service..  Please be advised that threatening personal legal action against our employee's will always result in them referring you to our legal team and disconnecting the call as they are not allowed to speak of legal matters.  We appreciate your patience and hope that you enjoy your service.

• Initial Complaint

  Date:10/17/2023

  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 went through this Mod Wash location Wednesday October 11,2023 at 2:03 pm. My vehicle a 2020 Toyota 4Runner went into their wash with out a scratch running the length of the passenger side of the vehicle. When I pulled out of the wash my mirror was pushed back and part of my roof rack was flipped down so I parked and got out to make sure nothing else was wrong. I walked around the passenger side to see a huge scratch down the length of the vehicle. I walked up to get someone to report this. ******* the location manager took the report and sent it off. Said he would call in a day or two and never did. I had to reach out and then they quickly denied the claim saying there is "No way our machines cause this type of damage" and they will not be covering anything on it. I am left with damaged to the my vehicle due to them and they even refused to refund me my $11 for the initial wash that caused damage. I also asked if I could see the video evidence they have showing actual proof of my vehicle entering with out the damage and no damaged being caused by their machine. Still waiting on a call back which will likely never come. These car wash companies are crooks - causing damaged and have an easy out saying out machines do not do that.

  Business Response

  Date: 10/20/2023

  Hi,

  ModWash, takes fully accountability for damages caused by the wash.  In this instance when viewing the footage, we can see the scratches present on the vehicle prior to entering the wash.  ModWash does not take accountability for damages not caused by the wash.   We are sorry that the customer was disappointed with this outcome, however.  We remain open to conversation and discussion with the customer.  The customer was contacted on 10/16/2023 and a VM was left with information regarding the final outcome of this claim.

  Customer Answer

  Date: 10/23/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I would like them to provide proof of this. My vehicle did not have this when entering. I have left voicemails for the manager ******* at this location asking when a good time is for me to come to the location to see the video evidence. I have yet to receive any calls back. They could even provide screenshots of their video proof. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 10/24/2023

  We would be happy to see you at our wash at anytime.  The local wash manager will be available Tuesday thru Saturday anytime between 9am and 5pm.

• Initial Complaint

  Date:10/12/2023

  Type:Product 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.

  MOD continuously pushes their air fresheners on every visit. I placed an air freshener from MOD on the knob of my radio and within a week it chemically burned the dashboard under the freshener, causing serious damage to the dashboard. MOD corporate management response to my complaint was that their air fresheners should be hung from rear view mirrors so they take no responsibility for the damage. MOD needs to be held responsible for the damage their product is causing to many consumers.

  Business Response

  Date: 10/12/2023

  ModWash has attempted to prevent misuse of the product by giving warnings on on sides of the product stating "AVOID CONTACT WITH PAINTED, PLSTIC OR VARNISHED SURFACES."  The customer admits to having violated this usage warning and has used this product against this warning. ModWash still remains willing to speak to the customer anytime but, we are not responsible for misuse of products or services per the ModWash agreement.

• Initial Complaint

  Date:10/12/2023

  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 10-7-2023 I went through the car wash and the blower at the end removed and damaged the roof molding on my 2022 car. After their investigation, they confirmed that the blower did in fact damage the molding but they are refusing to pay for the damage because no other car experience the same issue that day and that my molding was probably already loose. Meanwhile at same time another car was right next to me also filing a report because of damage to their side view mirror. They'll probably blame their incident on their car too.
  
  This is unacceptable how they handle claims. They have clear evidence that their blower caused the damage, but at the end of the day they blame it on the car itself. I will share this experience with everyone I know in the area, and only due handwashing. Glad I CANCELLED my membership with Modwash.

  Business Response

  Date: 10/12/2023

  After reviewing the footage from the multiple camera angles in the wash we discovered that the customers vehicle was damaged prior to its entry into to wash. This claim was denied after extensive review.  We do not take responsibility for previous damaged vehicles.

• Initial Complaint

  Date:10/06/2023

  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 canceled my modwash membership - according to the customer service rep their system reactivated my membership in error and started charging me again. They will not issue a full refund because I didn’t call the first month this happened.

  Business Response

  Date: 10/09/2023

  We are  horrified that you had this issue.  Please contact us with your plate number as we are unable to locate an account with your name or phone number.. Please mention this is part of your BBB complaint. *** *** *****

  Business Response

  Date: 10/12/2023

  The full refund was provided for all charges in question on 10/5/2023.

• Initial Complaint

  Date:10/02/2023

  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.

  Sept. 29, 2023
  I went to this car wash for the first time. I was greeted at the kiosk/pay machine by a nice young guy who explained the types of car washes and prices. I chose the one-time $10.00 car wash, paid and said thank you. I drove around to the automatic car wash entrance where there was a big sign with color blocks and lights beside each command that were continuously rotating flashing. It was quite confusing to see so many lights flashing. I was on my lunch break and in a hurry and there was no one around the entrance. I stopped and waited saw no one and then proceeded to try to drive into the car wash not sure if I could get my tire on the track, Once inside I stopped put my car in neutral and the wash started. But my car was not moving and I thought I wasn't on the track correctly. I looked in my rear view mirror and saw a truck and then an attendant beside the truck. So I am thinking if I am not moving the truck will hit me. So I put my car in drive and slowly drove through when I hear someone YELLLING. I put the car in neutral again and again the car just sits not moving. Then the attendant comes inside again yelling at me I slightly roll down my window and soapy foam and water come rushing inside all over my clothes (yes ruined my shirt stained it blue). I roll up the window and drive slowly out. At the end I roll down window a bit as the attendant is standing there YELLING at me so rudely and so angry! He said "why did you drive through? among other things I didn't hear clearly" I just left I was so upset he was NOT there to help me enter the car wash as he should have been. I left with a dirty car and I want my money back. If I was supposed to wait for an attendant at the entrance there should have been a CLEAR sign that said wait and the attendant should have been there. Also the guy at the pay machine should be instructed to tell people how to enter the car wash. I will never to back!

  Business Response

  Date: 10/09/2023

  We are very sorry you had a bad experience we have fully reviewed the film footage from the incident.  We invite you to contact us at *** *** **** to discuss a resolution if you are interested.

• Initial Complaint

  Date:09/25/2023

  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 noticed recurring charges in various amounts that were not authorized. They are secretly billing people for memberships without their consent. I have contacted my credit card company to report the fraud and I will tell everyone I know not to use their services.

  Business Response

  Date: 09/27/2023

  Hi,

  We are very sorry you feel that you have been treated unfairly please contact us at ************ so we can investigate your account and check the agreement and usage on your account.  If you have indeed been charged for a membership and have not signed the agreement and have not used the wash Mutiple times in the same month at no additional charge per the agreement terms we would be HAPPY to refund your money.

• Initial Complaint

  Date:09/21/2023

  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 went to this location with my Tesla 2023 for car wash and they cracked my windshield. I complain about this incident and they took a claim from me on August 28th. and they said It will be processed
  Within 5 Business days. they called me Mid of September and told we can't do anything about your damage. And also they denied to give me any written denial letter for my calim.

  Business Response

  Date: 09/22/2023

  ModWash fully reviewed all camera's surrounding the incident and nothing made contact with the customers car outside of the wrap.  Wraps are incapable of breaking a customers window.  The customers window is intact upon entering and leaving the wash. The customer returned to the wash 45 minutes later claiming damage.  Damaged was noted on the vehicle at that time but none prior.  ModWash did not cause this damage and will not cover the repair.

  Customer Answer

  Date: 09/22/2023

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

  I need that evidence video regarding this incident because they deny not cover my repair.
  
  
  
  Sincerely,
  
  
  ****** *****

  Business Response

  Date: 09/27/2023

  Please return to the wash location and speak to the wash manager if you wish to see evidence of this.  All of these activities are conducted at the wash location. 

• Initial Complaint

  Date:09/18/2023

  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.

  If you live in NE Ohio DO NOT purchase a car wash membership from ModWash. They have fraudulently charged my account on two occasions when my monthly membership fee was already paid. This last time caused my account to be overdrawn. Customer service is not sympathetic or apologetic at all and coldly stated that the charge was refunded but would may not be available for up to 5 business days before it’s available in my account. I explained that I am disabled and that was the only money I had for food until I get paid on October 1st and he showed no concern simply stating that the charge was refunded and would be available up to 5 business days from now. DO NOT use this company!!! They are corrupt!! Get a membership at ****** instead!!

  Business Response

  Date: 09/21/2023

  Hi,

  We took the time to pull the call you made into Guest advocacy on the 15th and 16th.  We are very sorry that you felt that the company did not feel empathy towards your situation.  The account was fully suspended per your request on your phone call on the 15th however your bank had already processed the automatic payment withdraw. Your funds where fully refunded for the transaction in question.  If you wish to have the overdraft fee's credited please contact us at *** *** **** and email the bank statement unaltered showing the overdraft fee's and we would be happy to help.  Please mention that your contact is part of a BBB complaint.

  Thank you very much for being our customer.