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:04/26/2023

  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.

  Employer’s equipment popped my tire. There were several witnesses to the incident. I even gave them the time and date. I’ve emailed and called about a dozen times with NO response aside one email stating they would call me… never did. I would also like to note that they suspended me, stating it would only take five days to make a decision and took six and a half days to get back to the GM. I have the paperwork stating that suspension and their guidelines they set for themselves and ultimately couldn’t uphold to it. Now I don’t necessarily care about the job, but I would expect a company to uphold its own guidelines. I was without work for over a week because I was told “you still technically have a job here.”

  Business Response

  Date: 06/06/2023

  ModWash fully replaced the tire for the customer per the customers request.

• Initial Complaint

  Date:04/26/2023

  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.

  On January 4, 2023 at 5:20pm, my husband went to the Hanover, PA ModWash location and spoke with Erica S****** (****). He explained he wanted to purchase a gift card to use towards a ModWash membership as a gift for me. He was sold a Gift Card (per receipt) for $100 value. The receipt and gift card were given to him attached to a flyer for memberships. I received all for our anniversary. I was unable to sign up online for the membership using the gift card as there was not a place to enter the gift card numbers. I went to the Hanover, PA ModWash location on April 19th and spoke with a cashier who attempted to use the gift card to purchase a Must Wash unlimited membership; he stated he's seen some be successful using them although he has not been. The transaction would not work. He explained I could use the card for an individual wash. I responded that I had no desire to do that as an individual wash cost the same as the first month of unlimited washes and about half the price of a regular month's unlimited membership. He pointed out the contact information for the company. I contacted corporate via the email provided on April 19 and received timely responses. Unfortunately, the first response informed me that a gift card could only be used for individual washes, not toward a membership; Jennifer J***** (Support) further stated she would happily see my membership after I used my gift card for individual washes. This is not written anywhere and was sold under false pretenses. I responded that we would like a refund based on this and the fact that we have the receipt. Ms. J***** responded again, repeating the same information and adding that gift cards are not refundable. I think about the amount of money that would be wasted by many individuals who are looking to give a gift to someone and inadvertently end up solely supporting this questionable business practice. We would like the money put towards a Must Wash Unlimited Membership or refunded.

  Business Response

  Date: 04/26/2023

  Please contact customer service at *** *** **** and ask to speak with a manager regarding your BBB complaint between the hours of 8am and 6pm M-F.  We would be happy to resolve this issue.

  Customer Answer

  Date: 04/26/2023

  
  
  Better Business Bureau:
  
  
  
  I contacted the business at the phone number requested this afternoon. I was given the pleasure of speaking with guest service person Aisha who immediately transferred me to Manager Paul without any issue. Both were very pleasant. I am happy to report that Paul worked to respond to my complaint and explained that the policy previously reported to me by customer service regarding the gift card was correct; he recognized that this should have been better explained to my husband upon purchase and the unlimited membership flyer should not have been given with the gift card. I am very happy with the response made by the business in reference to complaint ID ******** and find that this resolution is plenty satisfactory to me as it was one of my desired resolutions. Thank you Paul and ModWash for your customer service.
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:04/25/2023

  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 went online and canceled my accounts on 4/14/23 and was charged 4/17/23 and 4/19/23 when I called the lady apologized for the inconvenience and said I could continue to use the services until it ran out but she could not refund! Even though I cancelled before the payments were due. They are a total scam! They have no interest in helping the customers just taking our money! I tore my rotator cuff and cannot drive there for I cannot wash my cars. Y’all stole $80 from me!

  Business Response

  Date: 04/26/2023

  ModWash is very happy to refund money in the event that a cancellation has been conducted within the guidelines of our services.  We provide avenues for cancellation at the website, the local wash and at customer service.  In the event that a customer has cancelled online they have a registration for the website marker on their account this includes providing a valid email address so we can send evidence of cancellation via the website.  If the customer contacts customer service at 423 485 0005 and provides proof of cancellation within the policy agreement guidelines outlined before we would be happy to provide a full refund. (please review below terms of usage.)

   

  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 [email protected] 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.

  Terms of usage available on: *****************************************

   

• Initial Complaint

  Date:04/24/2023

  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 sent an complaint on Mod Wash website and was completely ignored. On 4.18 I spent $21.00 for a wash and my car came out still dirty. The attendant was trying to get me to post a review on google BEFORE i entered the wash which i found to be odd and demanding by his choice of words. The bugs on the windshield and front bumper were still there and it did not completely dry my vehicle either! the complaint was ignored because i asked for a refund. if i am paying $21.00 for a car wash i expect the car to be dirt and bug free! so until i get my card refunded i will send in more complaints. stop charging so much if you cant provide a car wash that works efficiently!

  Business Response

  Date: 04/25/2023

  No ticket number found using customer, name, phone number, email address listed or information on receipt.  We are more than happy to rewash your car onsite in the event you feel the wash did a less than complete job of washing your car.  This policy is outlined at the wash location and online.  In addition if you are unhappy with your wash you can contact our customer service team at 423-485-0005 and we would be happy to locate the charge and refund it.

• Initial Complaint

  Date:04/24/2023

  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 Sicklerville location in New Jersey and purchased a single wash. I handed my credit card over to the attendant and asked for the wash we wanted they inserted it into the kiosk and put in whatever options. I ended up subscribed to a membership with a monthly charge with no notice. Already filed a dispute with my CC company and contacted them for a refund.

  Business Response

  Date: 04/25/2023

  Customer dispute noted:  Investigation in progress regarding interaction. Customer has never contacted customer service so we where unable to service complaint before customer filed with bank.As refund will be issued via the protest no further external action will be taken by ModWash other than to say to the customer.  We apologize for the confusion and interruption in your life, thank you for using our service and we will strive to ensure the best experience always.
  

• Initial Complaint

  Date:04/14/2023

  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.

  You won't believe the hassle I went through with this company's autorenewal feature! Even after I canceled prior to the renewal, they still charged my account. And when I called corporate for a renewal, they refused despite providing proof that I hadn't used their services during the billing period. It's frustrating to see a company not value their customers and make it so difficult to cancel or receive a refund.

  Business Response

  Date: 04/14/2023

  Modwash is fully willing to refund all unused services in the event customers are able to validate cancellation attempts.  Accepted terms per our customer agreement include, the email we sent when cancellation is initiated online.  All terms of the membership agreement apply to cancelations processes.  The customer fully signed this agreement to include the terms of service as indicated below.  With no evidence of cancellation attempted, the ModWash agreement states that we will continue services for the period paid. The customer used the service a total of 9 times. The customer has full use of services until 5/2/2023.

  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 [email protected] 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: 04/17/2023

  
  Date Sent: 4/17/2023 3:48:17 PM
  

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

  modwash has never and still hasn’t provided proof of cancellation. They are asking for a document they knowingly never provided. If they had provided they wouldnt need a copy from me. It’s a ridiculous request. 
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:03/30/2023

  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.

  “Here’s the message I sent to Modwash corporate on everything”
  
  I was at one of your Salem location 3/11/2023. As I was going through the wash. One of your machines caused a crack in my windshield. I was unable to fully see it as I heard the loud pop. It started out small. And so I did not see it until I got home later that night it was about 1/2” then. The very next day it spanned to about 7”. I then was able to get it looked at by my dealership the 3/13/20/23. They said that It has to be replaced and gave me the price. I took the price to mod wash on the 13th after I found this out. And today 3/23/2023 I find out that mod wash isn’t going to cover the windshield. This is due to the facts that your cameras did not pick up what happen. I know for a fact that it happen at the mod wash in Salem Ohio. And it’s unacceptable for it not to be covered. Mod wash doesn’t not take care of their customers to make sure they are satisfied. As the one I go to promises to keep its customers happy and satisfied. I don’t believe that motto is true. My truck is brand new. And. I just want my windshield fixed. There is NO thinking it happen there. I know it happen there. The crack has noe stretched across the windshield. Waiting on a response to be fixed… Customer care should come first. It shows character as to what kind of business y’all run. Things happen. And unfortunately it happen while I was inside a MOD WASH getting my truck cleaned. And MOD wash isn’t willing to take responsibility. I will contact corporate if nothing is done. I hope corporate sees this Email.
  
  Sincerely~ a frustrated “customer”

  Business Response

  Date: 03/30/2023

  Modwash fully supports our customer's and will always take ownership for any issue caused by our wash.  In this instance when we watched the film related to the customer claim After watching the video footage several times, it has been determined that he entered the wash with no crack and exited with no crack in his windshield.  As we have a clear view of the customer vehicle entering and exiting the wash as well as in the lot in all instances no crack can be seen on the windshield we will not be covering any damage that occurred to the vehicle outside of the wash.

  Customer Answer

  Date: 03/31/2023

  
  
  Complaint: ********
  
  I am rejecting this response because: Mod wash believes that their cameras can pick up every detail of a vehicle. Including a 1/2 crack that was caused by their machine, which lead to a bigger problem. I am rejecting their response because. They believe that I did not hear the loud pop that caused the crack while inside their wash. I am rejecting their response due to the fact when I first told the GM at the location what happen. He had told me they would cover the deductible to have it fixed. 
  

  After speaking to different people from mod wash. It seems to me. That they all read the same script and told me the same thing. Almost word for word. I’m not sure how a business can tell me what I heard? And I’m not sure how a business can say that the issue was caused outside of their business. When they are assuming their own opinion based off of camera footage that does not show every detail. I know because I seen the footage myself. Again. The crack was caused while inside their machine. 
  

  The negligence and ignorance towards me is unacceptable. I was also told that I twisted what happen two days ago when I talked to someone from Modwash. I broke down exactly what he said and repeated it back to him exactly as he said. I got accused of twisting it. The guy also got arrogant and said Modwash is a multi billion dollar company and is not worried about a $500 windshield. Meanwhile it’s $1000 windshield. The ignorance I have heard is uncalled for. They aren’t worried about the money. But are worried about who’s right and who’s wrong, so they don’t have to cover the damages. I know what I heard and I know that their machine caused it. 
  

  These people will never get my business again, along with others after this incident.  
   
  
  Sincerely,
  
  **** **********

  Business Response

  Date: 06/08/2023

  We are very sorry that you reject this outcome as we have completed our due diligence around this subject.  Every camera angle in the wash can detect no damaged to your vehicle being caused by the wash.. additionally the next vehicles to come thru the wash after you and to this very day sustained no damage of any kind.  We know how passionate people are around their vehicles and we being car people ourselves want to take the best care of your car possible at all times.  In this instance ModWash did not effect damage to your car..  We are 100% willing to speak to you again around this issue however we will not be covering outside damage.

• Initial Complaint

  Date:01/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were on a monthly membership with Modwash under my wife's debit card from our shared checking account. We canceled our membership 5 weeks ago, yet on the 17th of this month, the $29.99 fee came out of our account. I went in person to talk with the manager at our local Modwash. He said our account somehow had been reactivated due to a new billing system the company was using. He canceled it again and said someone would be calling me by lunch today to resolve the issue. No one called, so I call the main office in Chattanooga, TN. No one would resolve the issue and kept transferring me to other customer service reps or just hanging up on me. I asked several times for a manager or someone who could resolve my issue, but never got anyone to help, just kept getting hung up on. Several people in our community are having the same issue. They have complained on social media with a story almost identical to ours, but with no resolution.

  Business Response

  Date: 02/03/2023

  Attempted to contact Mr. ****** again regarding his complaint.  Left VM with contact number for customer service at ************.

• Initial Complaint

  Date:08/18/2022

  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.

  Yes I would like to file a complaint against mod Car Wash I went through the car wash a hydraulic line had busted the hydraulic oil got all over my car when was brought to the attention they said that they would run my car through the wash again it still did not come off they told me to come back the next day and talk to a manager I did not talk get to talk to the manager the next day I could not get anybody on the phone the fourth day I went and she hand-washed my car the yellow marks and I'm sorry the after the first wash the next day they're supervisor told them to spray Degreaser on my vehicle and the degreaser ate my clear coat on my truck and ate some of the paint off I think it's fair for their insurance company to fix my truck that's all I ask and I also never got the $10 back refund

  Business Response

  Date: 08/18/2022

  Hello,

  Mr. ***** had originally called and contacted us on August 5th, we had called him back and let him know to come back to the site where we would get his issue sorted out and fixed. I had forwarded his information including his phone and email address he contacted me at to the General Manager of the location. The first time she had tried to get in contact with Mr. ***** there was no response and no way to leave a voicemail. I had let him know in the email that the GM of the location had tried to get in contact with him as well and I also received no response. Once I finally did get in contact with him, I let him know to go back to the site and ask for the GM and she would be able to solve this for him.

  The next part of this email is from the General Manager of that site who had the actual interaction with Mr. *****.

  "We
  did an investigation and tried to contact him back but never received a
  response. He had a lot of preexisting damage to the paint on his vehicle which
  was evident in the videos upon his entrance into the tunnel. If someone would
  like to come and see the videos of this, they are more than welcome to. We were
  going to tell ******* he could come in to see them but his phone was
  off/disconnected when we tried calling him. 
  
  He
  came back two days after the initial incident, and we completely cleaned off
  any remaining oil left on his vehicle. The only parts of his car the degreaser
  was used on was the black trim. He then
  came back the next day and said the degreaser had stained his vehicle, but
  nearly all the stains came off after he went through the wash on the same day.
  The next time he came back, I hand wiped any other stains off. Those stains
  were not left by degreaser, and to be frank, they looked like he threw coffee
  on his car. I will attach a photo of the stains. The placement of the stains
  was where the degreaser had never even been used, as evident by camera footage. 
  
  As I was walking around his car and having him show
  me where he believed we had damaged it, he pointed at parts of the car he said
  we had sprayed the degreaser and said it had eaten through the clear coat. I
  reviewed all the camera footage and we never even touched those parts of the
  car. He also told me "I know there was already preexisting damage before I
  came here".  
  
  We
  also viewed the footage of him in the parking lot immediately following him
  using the wash the first time, where he spent the better part of an hour
  spraying a product onto the black plastic siding of his car that makes it
  blacker, but it also makes it extremely greasy. When I approached his car in
  the parking lot and he said that it was greasy, he failed to mention his use of
  the product he had just sprayed all over his vehicle. These products cause
  streaking in paint and on glass which is exactly what he is trying to report.
  Before entering the wash for the first time you can see the top of his truck
  bed cover with a thick layer of what appears to be this product on it. 
  
  Also
  I refunded his wash through micrologic while I was on the phone with my
  keyholder. If it wasn't refunded, this is the first I'm hearing about it. I am
  home sick today so I won't be able to check this until tomorrow."
  

  Customer Answer

  Date: 08/18/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******* ***** they are **** ** **** watch the video of them spraying degrees on my car

  Business Response

  Date: 08/19/2022

  The customer is welcome to go to the wash location and watch the video himself, as stated before the video consists of him in the parking lot immediately following him
  using the wash the first time, where he spent the better part of an hour
  spraying a product onto the black plastic siding of his car that makes it
  blacker, but it also makes it extremely greasy. When I approached his car in
  the parking lot and he said that it was greasy, he failed to mention his use of
  the product he had just sprayed all over his vehicle. These products cause
  streaking in paint and on glass which is exactly what he is trying to report.
  Before entering the wash for the first time you can see the top of his truck
  bed cover with a thick layer of what appears to be this product on it. 

  Our wash locations are open Sunday-Saturday 8am to 8pm, Just ask if the General Manager or Assistant Manager since they're the ones who have access to the camera footage. If damage has occurred at any of our locations we ask that an Incident report be filed.

  When damage has thought to be occurred at the site, they will have to file
  an incident report for you. To do this ask any of the team members on site for
  a manager on duty, and they will explain what happens after the Incident report
  for you. This goes through extensive research from looking at the footage not only by the General Manger but District Manager as well and in some cases the Regional Manager. So if it happens to be that we are at fault, it will be solved. 

  We have tried reaching out to Mr. ***** multiple times. The location that he visited did an investigation and tried to contact him back but never received a
  response. They have watched multiple videos from the day he visited and came to the conclusion that he had a lot of preexisting damage to the paint on his vehicle. Again stated this was evident in the videos upon his entrance into the tunnel.

  Again our locations are open 7 days a week 8 am to 8 pm If someone would
  like to come and see the videos of this, they are more than welcome to. We were
  going to tell ******* he could come in to see them but his phone was
  off/disconnected when we tried calling him.