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

  8609 Hixson Pike Hixson, TN 37343

• 

  ModWash

  5532 TN-153 Chattanooga, TN 37343

• 

  Modwash

  2900 22nd Ave N St Petersburg, FL 33713

• 

  Modwash

  3152 Manchester Rd Coventry Twp, OH 44319-1439

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:08/16/2023

  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.

  Went to Modwash in Sicklerville, NJ and bought a single wash for $11. Gave the attendant our credit card and he signed us up for a monthly membership without letting us know. A month later had a credit card charge of $21.00. Tried to call for a refund and was told no refund.

  Business Response

  Date: 08/17/2023

  Hi,

  We want to help, I have noticed that the number you provided has never called us at *** *** ****.  Please call this number for our Guest Advocate line so we can look at your account.  

• Initial Complaint

  Date:08/14/2023

  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.

  Modwash refuses to cancel my account. I cancelled it in May when I told them I was moving. I have still gotten charged 3 times in amounts of $29.99. The business refuses to respond. My problem is I do not even know how they obtained my new card information. Instead of cancelling it seems the employee stole my new card information to update my account when I never wanted that card on file. I was only using it to pay for a single wash. Then stealing this card information also caused my bank to go into negative costing me a $15 late fee for a payment that was scheduled.

  Business Response

  Date: 08/29/2023

  The customer in question has received 4 refunds covering the period of time that the account was no longer used after her last visit on 5/11.  The account is fully cancelled.

• Initial Complaint

  Date:08/14/2023

  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 went to the Mod car wash establishment Thursday August 10 and had the employee to purchase the cheapest wash which is the $6 wash. I purchased it as I was in a rush and mostly just wanted to rinse some dirt off and vacuum the car.
  Now my bank account is empty and I'm seeing a MOD $24. THATS NOT WHAT I ASKED FOR! I have no interest in a car wash substitution. I WANT MY MONEY BACK AND ONLY TO HAVE PAID THE $6 I AGREED TOO!

  Business Response

  Date: 08/17/2023

  We are VERY sorry to hear this.. please contact us at *** *** ****  so we can investigate at once!  We want to help!

• Initial Complaint

  Date:08/09/2023

  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 went to get a carwash at Modwash on July 5, 2023. I went to pay for a $10 wash when I was approached by a young man asking if I would like a 30 day unlimited wash for the same $10. Of course I said yes. However, I discovered 30 days later that I was being billed $19.99 per month for the unlimited car wash. I was never told about the $19.99 fee or that it would be a recurring fee unless I canceled. Once I discovered the fee on my credit card, I tried calling the company for a refund. I was told I would not receive a refund. I never signed nor agreed to the recurring monthly charge, nor was I even made aware of it.

  Business Response

  Date: 08/09/2023

  We are very sorry to hear that there was confusion at the wash.. please contact *** *** **** we are prepared to fully issue a refund for this issue.

  Customer Answer

  Date: 08/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I spent 30 minutes on the telephone yesterday with someone at this number who refused to issue a refund.  I would like for someone to call me and issue a refund. 
  
  
  
  Sincerely,
  
  
  
  *** ******

  Business Response

  Date: 08/25/2023

  This has been fully resolved. The customer has received his refund.

  Customer Answer

  Date: 08/28/2023

  
  
  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,
  
  
  
  *** ******

• Initial Complaint

  Date:07/11/2023

  Type:Customer Service 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 have requested that my monthly membership be cancelled. I sent an email that is listed when you hit "cancel membership" on the website. I sent two emails. One I sent before my renewal date. I sent email on 7/2/23. I never received a response. I noticed I was billed the 29 dollars for this months membership. I sent another email asking for a followup on July 5th. The automated response says they would get back with me as soon as possible. I think more than two days is sufficient time to respond. As of July 10th I still have not received a response or received a refund. I want my form ofd payment refunded and an explanation why they would list an email for cancellation and never respond.

  Business Response

  Date: 07/31/2023

  We have fully cancelled and refunded the charges of 29.99 against your account.. please note that at the time of initial communication the account was already past the 3 day refund period as advertised in the terms of usage.

  Customer Answer

  Date: 08/01/2023

   
  
  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,
  
  
  
  **** *******

• Initial Complaint

  Date:07/07/2023

  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 made an account with modwash in April for unlimited car washes. I went and my account was associated with a different vehicle so I was let in manually by an employee. I was told I had to contact modwash to explain what happened so they could cancel my account and then sign up in person at the start of the next month. I went to the website to try to contact customer service and the only option was email so I sent an email at the beginning of May. I recently realized that I never received a response or a refund and that I’m still being charged. I contacted them again. I also let them know that when I enter my license plate and payment information, it takes me to another person’s account (there are two ways to log in). It appears to be possible to just cancel my account online, but that’s not what I was told to do and I don’t want to lose access and lose the possibility of correcting what has happened over past months. The company has never responded to my emails and has continued to charge me even after I’ve let them know there is a problem.

  Business Response

  Date: 07/21/2023

  We are very sorry there has clearly been some kind of mix-up.  Please contact us at *** *** **** and we would be happy to resolve your issue.

• Initial Complaint

  Date:06/26/2023

  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.

  The original trial membership began on 5/24/2023 and cost $10.00 for one month and would renew if not canceled on 6/24/2023 @ 19.99 per month.
  Per the website to cancel:
  To Cancel your Unlimited Plan, Please contact our Guest Advocate Team at (423)485-0005 or via email at [email protected]
  I emailed on 6/22/2023 and copied the email to myself (attached copy) I received an email response saying ticket received (Copy attached). Today 6/24/2023, I have a charge on my credit card for 19.99. I want this service canceled, my money returned and this company required to provide an easy method of cancelation to all memberships.

  Business Response

  Date: 06/28/2023

  Hi,

  We have fully refunded the charges on this account and have cancelled it, the account failed to meet the signed requirements of terms and conditions to have a refund by contacting us within 3 business days of their billing date.  Despite this we have honored the customer request.

• Initial Complaint

  Date:06/14/2023

  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 04/13/2023, I took my Acura MDX 2014 to ModWash Automatic Carwash and the carwash cracked my windshield. The employee working that day took pictures, and filed a claim on my behalf. He told me that it could take up to 48 hours to review security tapes - which they will do to make sure I didn't have a cracked windshield prior to entering their carwash. I called ModWash Corporate contact# at 423-485-0005 to follow up. A customer rep said that there was no claim on file. She took my contact info & told me that the manager from that Mechanicsburg location would contact me. Bryce, Modwash manager for that location, called me that same day & apologized for the claim not being on file & told me I'd have to come back to the carwash, he would be there and he would personally file the claim and make sure it gets resolved asap. I went through the filing claim process AGAIN ( taking pics, my statement, etc. ) but this time with Bryce and he assured he would stay on top of it. Bryce even called me a few hours later, to let me know "he didn't forget about me & was working on this". After that, Bryce would not answer or return my calls. I called corporate, a message was left for Bryce. THEN I got a return call from Bryce. He informed me that he was waiting for the security footage & its a slow process to playback the tape using the equipment he has so he sent the security footage to their IT team, who would be able to process &review the tape much faster. No followup from Bryce and not reachable after this. This time I left a msg for Bryce's boss, who called me immediately. He sincerely apologized & he was going to talk to Bryce. An hour later, Bryce called me & told me he still hasn't received the video footage back BUT they won't be fixing the damage because "there is nothing in their carwash that would cause damage".
  I patiently waited for them to "review their security tape" only to be told that tape hasn't been reviewed but they aren't taking accountability.

  Business Response

  Date: 07/21/2023

  We have attempted in good faith to assist this customer.  The claim was properly investigated and the film footage reviewed.  ModWash did not inflict the damage on the customer vehicle.  We are very sorry that the customer feels that this incident was caused by the carwash and we are always willing to speak with the customer at any time.

• Initial Complaint

  Date:05/15/2023

  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 May 13th I went to Mod wash on delsea Dr vineland nj. Been a member for 1 years. While going thur the machine tore the back of my truck off with the light Lee advised he completed and report but nothing was sent to my.email..I have picture as well.

  Business Response

  Date: 06/01/2023

  An email was sent on May the 30th regarding this claim and we are awaiting a customer response.  

• Initial Complaint

  Date:05/04/2023

  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.

  I am writing to file a formal complaint against Modwash regarding unauthorized charges on my account and their failure to process the cancellation of my subscription. I visited the Modwash office in person start of November right before November payment had to be taken out to cancel my subscription, as I would be out of state and unable to utilize their car wash services. Despite the cancellation request, I was charged three times in January 2023 (for the months of november, december and January, because as I was informed by employee at the time of cancellation that it would've cancelled automatically anyways since they had some issue with my card), but then Modwash continued to charge me every month thereafter till May. When I contacted Modwash's customer service over the phone, they didn't acknowledged the cancellation request but offered a refund for only three months. I find this resolution to be grossly unfair and unsatisfactory. It is clear that Modwash employee failed to uphold their responsibility to process my cancellation request correctly, resulting in ongoing charges for a service I explicitly requested to terminate. Furthermore, I had not used their car wash services during the entire period in question due to being out of state, which reinforces the fact that I should not be held liable for the charges incurred. My plate number, which can be used to verify my account, is ******.
  
  Thank you for your attention to this matter. I am hopeful that with your intervention, a fair resolution can be reached. I look forward to a swift response and a satisfactory outcome.

  Business Response

  Date: 05/04/2023

  The customer in question was unable to give a date or a time that they came by the wash to have their account cancelled.  No evidence exists of a cancellation attempt.  We provided 3 months refund outside of the terms and conditions that the customer agreed too when signing up for ModWash service. Below are the agreed upon terms and conditions.  ModWash offers cancellation of services thru the customer service team or the local wash members. 

  Purchasing Services
  Service pricing and packages are available on the Website and are
  subject to change from time to time and may vary by location. To
  purchase any Service through the Website, you will be required to
  provide your credit card or other bank account information. You hereby
  authorize the Company to bill such payment method in accordance with the
  terms of the applicable payment plan.
  If you purchase a monthly membership (“Membership”), you authorize the
  Company to maintain your credit card and/or bank account information and
  automatically charge that credit card or account each month until your
  Membership is cancelled or terminated. You can cancel your Membership
  anytime by contacting us at info @ ModWash dot com or through your account
  profile on the Website. You must cancel your Membership at least three
  (3) days prior to the next billing cycle to avoid charge for the next
  billing cycle. In the event that the Company is unable to charge your
  account as authorized by you when you enrolled in a Membership, the
  Company, may, in its sole discretion: (i) bill you for your Service and
  suspend your access to the Service until payment is received, and/or
  (ii) seek to update your account information through third party sources
  (i.e., your bank or a payment processor) to continue charging your
  account as authorized by you.
  We reserve the right to change the prices of any Services anytime
  without notice. If you have an existing Membership, we will provide you
  with notice of any price changes thirty (30) days in advance of any
  price changes going into effect. Your continued use of any Service after
  a price change becomes effective constitutes your agreement to pay the
  changed amount. You shall be responsible for all taxes associated with
  the Services other than U.S. taxes based on the Company’s net income.

  Customer Answer

  Date: 05/11/2023

  
  
  Complaint: ********
  
  I am rejecting this response because:
  The person who replied to this complaint obviously didn't make a full research and just slammed what's first came to his had. I refused 3 months refund because it is unfair. I canceled the membership and if your employee is not capable of doing a simple job it shouldn't be my problem.  Or you just simply do it on purpose to later slam your customers with terms of service to keep fraudulently acquired funds.

  If you actually made a research you would've found out that I have not been to your wash once since cancelation date. And sorry I don't remember exactly the date when I came in to cancel. If you capable to remember which date 6 months ago you went to make a particular purchase then power you.

  Moreover I you didn't charge my card for 3 months and then charged me for 3 months!

  What you did is unethical and utterly fraudulent!

  I demand refund and I urge BBB to pursue this issue further. This type of customer treatment is unacceptable. 

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