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:02/05/2025

  Type:Service or Repair 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 visited the ModWash (for the first time) in Chattanooga at **** * **** ****** on Saturday, January 25th around 1:00pm.
  
  I paid the $10 for the standard wash, and upon exiting the car wash, my vehicle was entirely covered in what appeared to be pink hydraulic oil/fluid (pictures attached, for reference).
  
  I was unable to see out of the windows to drive, and I was worried about the negative effect this oily substance would have on my vehicle (paint, plastic, seals, etc).
  
  The staff soon shut down the car wash and informed me that a hydraulic line had ruptured inside the car wash. The staff had no way of getting the hydraulic oil off of my car (other than trying to spray it down with a garden hose, which did not work). As an attempt at a gesture of good faith, the car wash attendant gave me 1 free voucher for a car wash.
  
  I spent the remainder of the afternoon attempting to get the oil off my vehicle as best I could, but I still fear the damage the oil may have caused to me vehicle (not to mention this ruined my Saturday afternoon).
  
  I provided the staff with my name and phone number (in addition to emailing customer support 72hrs after the incident), but nobody from ModWash ever contacted me or responded to my email.
  
  I also called ************, but the phone line directs you to email customer service and then disconnects the call.
  
  I am going to contact my insurance company and seek legal counsel if ModWash does not respond and offer up some sort of reparations.

  Business Response

  Date: 02/19/2025

  Thank you for reaching out and bringing this to our attention. First and foremost, we want to sincerely apologize for the lack of communication you’ve experienced following your visit. This is absolutely not the standard of service we strive to provide at ModWash, and we understand how frustrating and concerning this situation has been for you. Please know that your concern has been escalated to the highest level, and we are committed to resolving this matter as quickly as possible. You can expect a phone call from a member of our management team to address your concerns directly very soon. We truly value you as a customer and appreciate your patience in this matter. We’ll make sure to take the necessary steps to ensure you’re taken care of. If there’s anything else we can do in the meantime, please don’t hesitate to reach out.

  Customer Answer

  Date: 02/19/2025

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

• Initial Complaint

  Date:02/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted an online request to cancel my membership on January 12. I made multiple attempts to follow up with the company to request confirmation that the membership has been canceled. I have yet to hear back from them yet they continue to charge my credit card for a membership that I have canceled and do not use.
  I would like to cancel my membership and get the latest charge of 32.24 refunded back to my credit card.

  Business Response

  Date: 02/17/2025

  Thank you for reaching out regarding your membership concerns. Our Guest Advocates are here, willing, ready, and available to assist you Monday through Friday from 8 AM to 5 PM. We apologize for any difficulty you’ve experienced in reaching us and appreciate your patience as we work through a high call volume. We understand the importance of confirming cancellations and would be happy to look into your request. Please reach out to our team during business hours so we can promptly assist you in resolving this matter. We appreciate your patience and look forward to helping you.

• Initial Complaint

  Date:01/28/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Starting April 2023 Through January 2025
  Modwash has falsely set up a membership account using my company business card. It is under a fake license plate number. This went unnoticed as our accounting department thought I was getting a car wash every month for $21.31. In addition when I did go to the car wash since it was a fake membership I was being charged for the car wash. I know this is a scam as it also happened to me with my personal credit card, which I caught after 4 months. When I contacted Modwash I was told they could only credit 2 months. I have submitted a claim but they don't respond. They currently owe me $404.89 in unauthorized fees.

  Business Response

  Date: 02/20/2025

  Thank you for bringing this to our attention. We take concerns like yours very seriously and want to clarify how our membership enrollment process works. At ModWash, we operate with full transparency when it comes to our memberships. To enroll, a guest must physically present their debit or credit card at one of our locations. The membership terms are displayed at the kiosk, and we also send a confirmation text message at the time of enrollment, outlining the details of the membership and what to expect moving forward. We are only aware that a guest is being billed if they notify us directly. As soon as we were informed of your concern, we reviewed the matter and issued a credit for two months in line with our standard policy. However, in an effort to resolve this matter and ensure your satisfaction, we would like to offer wash credits for the additional months billed. Please let us know if this resolution works for you, and we will be happy to process the credits accordingly.

  Customer Answer

  Date: 03/06/2025

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

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of incident: 11/7/24
  
  Incident: Automatic tunnel car wash system dented roof and left deep whirl marks on top and sides of my red, 2017 Hyundai Elantra; will attach incident report filled out by attendant working that night.
  
  Complaint: I’m requesting payment for damages to my vehicle. No one reached out. After a week of numerous calls to a number that has no capability of connecting you to a live agent and no emails, I sent an email on 11/14/24. I emailed directly the district manager, Mr. ***** **********, and received no response. I waited and heard nothing back and sent an email to the general guest advocate email on 12/4/24, and didn’t hear back until 12/9/24 from a ********. She told me someone called me and to let her know if I “missed the call” she would have a manager call me back. Never got a call, voicemail,
  or anything to this day. I email again 12/15/24, no response until 12/27/24 from an ****** telling me this issue will be resolved in 24-48 hours. Never heard back. I sent emails then 1/4/25, 1/13/25, and now today, 1/25/25, with zero resolution. No one will get back to me. I have now left reviews on ****** and ****, and also contacted the business via ******, **, ********, and ******** to no avail. I want my car repairs paid for and a refund of the car wash.

  Business Response

  Date: 02/21/2025

  Thank you for your patience, and we apologize for any frustration caused by the delays in communication. We have made several attempts to reach you regarding your concern, but unfortunately, we have not received a response. We called today and left a voicemail, marking the second time we have reached out without hearing back. Please understand that we are committed to resolving this matter, but in order to proceed, we kindly request that you respond to our calls or other forms of communication. We value your time and sincerely hope to work together to address this issue. If there is a more convenient way for us to connect, please let us know.

• Initial Complaint

  Date:01/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had the unlimited modwash subscription for a number of months. I wanted to cancel my subscription and did so on 1-9-25. I was last billed on 12-27-24. So I knew I had plenty of time to cancel before the next billing cycle. I successfully completed the cancellation request and got two screen shots. One showing I had successfully filled out the request and another showing the pdf file of the actual request to cancel. On 1-25-25 I noticed a charge on my account for $44.99. Thats the price I was paying for my subscription. Modwash website says you must cancel 3 days before the next billing cycle to avoid being charged. I cancelled 16 days before the next billing date, that should have been enough time to process my cancellation and avoid being charged.

  Business Response

  Date: 02/21/2025

  Thank you for your patience, and we sincerely apologize for the delay in addressing your concern. Due to a higher-than-usual volume of inquiries, our response times have been longer than anticipated, and we truly appreciate your understanding. Upon reviewing your account, we can confirm that you were able to reach a guest advocate, who successfully processed your cancellation and issued a refund for the $44.99 charge. We deeply regret any confusion or inconvenience caused by this matter and understand the importance of timely cancellations. We want to express our gratitude for your past membership with ModWash. We value your business and hope to have the opportunity to serve you again in the future. If you have any further questions or require additional assistance, please feel free to contact us directly.

• Initial Complaint

  Date:01/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My credit card was charged $19.99 for a service I didn’t approve. I called their business headquarters and asked them to refund my credit card account because I never agreed to the service. They said it was non-refundable. Modwash takes a picture of my license plate and they have my credit card number and uses those two pieces of information to charge me for something I didn’t approve. And then after being made aware of the issue they don’t refund the money is just plain theft.

  Customer Answer

  Date: 02/10/2025

  I was asked to respond to an email if I heard from the company I am complaining about in ID ********.  I had to contact ModWash to cancel any future charges to my credit card.  I explained to them that I didn't authorize the charge and wanted a refund.  They refused saying it was against their refund policy.  
  Interestingly, I posted a warning on the local ******** App telling neighbors to be careful when using Modwash because they do a bait and switch.  I received many comments back saying that they had the same problem and they were also charged for services they didn't approve.  They are unethical and don't seem to care.  
  ***** *****

  Business Response

  Date: 02/20/2025

  Thank you for bringing this matter to our attention. We take all concerns seriously and want to clarify how our billing process works. At ModWash, we operate with full transparency, and our membership system is designed to be straightforward. When a guest uses our services, we require them to physically provide their credit card for payment. Additionally, we capture a license plate photo for verification purposes to associate the transaction with the correct vehicle. It appears that there may have been a misunderstanding regarding the charges. While we understand your frustration, we do have a clear process in place that ensures that all charges are authorized by the guest at the time of the transaction. Regarding the charge you’ve mentioned, we have a standard policy that credits or refunds are available under certain conditions. However, after reviewing your case, it seems the charge was part of a process that we were unable to reverse as part of our policy guidelines. We appreciate your understanding and hope this explanation provides clarity on our procedures.

  Customer Answer

  Date: 02/24/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: In their response, they say they make sure the customer understands that they are going to be charge for future service.  This is absolutely false.  I posted a warning on the local ******** App telling neighbors to be careful when using Modwash because they do a bait and switch.  I received many comments back saying that they had the same problem I did and they were also charged for services they didn't approve.  They are unethical and don't seem to care.  I wouldn't be surprised if someone filed a class action suit against them because they have deceived so many customers.  Each customer had various levels of time and involvement to get the charges to their credit cards stopped.  
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 02/25/2025

  We truly apologize for the frustration and confusion this has caused you. Please know that we take all guest concerns seriously and are committed to providing transparent and clear communication regarding our services. We assure you that our goal is not to mislead or deceive anyone. Our billing process is designed to be straightforward, and we strive to communicate the terms clearly. As part of our process, guests receive a confirmation text upon signing up, which includes the following message verbatim: "Welcome to ModWash, Congratulations on being the newest ModMember! Your first recurring payment date will be 30 days from today. Please use this link to manage your monthly membership online: ************************. Thanks for being part of the Positive Ripple! We look forward to seeing you again soon!". This is intended to clearly notify guests about the start of their recurring payments and give them the ability to manage their membership online. However, it seems there may have been a misunderstanding in your case, and I deeply regret that you felt misled. We understand that this situation has created frustration, not just for you, but for others in your community as well, and we take that seriously. While our policy allows for refunds and credits under certain conditions, this instance, unfortunately, does not permit us to reverse the charge. However, we want to make sure you feel heard, and we’d be happy to further review your case to explore if any alternative solutions can be found. Please feel free to reach out to our guest advocate department if you'd like to discuss this matter further. We genuinely value your feedback and hope that we can work toward a resolution that feels fair to you. Thank you again for taking the time to share your experience. We truly appreciate the opportunity to address your concerns.

  Customer Answer

  Date: 03/01/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I did not receive a text from modwash saying that I will be charged and neither did my neighbors.  Modwash continues to say that they take it seriously but never once in the many times I've communicated with them have they offered a refund.  If they were truly serious about customer satisfaction, they would have sent me a refund immediately.  Now they (and I) have to waste time sending responses to these complaints.  
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:01/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled the membership 12/17/24, the $21.39 was taken out of my account on 12/23/24. I stopped at the car wash and was told the manager failed to forward my request.

  Business Response

  Date: 02/21/2025

  Thank you for bringing this matter to our attention. We sincerely apologize for the delay in processing your cancellation request and any inconvenience this may have caused. We understand how important it is for these requests to be handled in a timely manner. After reviewing your account, we can confirm that it qualifies for a refund of the last charge billed. To expedite the resolution, please contact our Guest Advocacy team at ************, and we will be happy to assist you in processing the refund. We appreciate your patience and the opportunity to address this issue. Please do not hesitate to reach out if you need any further assistance.

• Initial Complaint

  Date:01/21/2025

  Type:Customer Service 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 12/14/2024 my car got stuck in the car wash resulting in damage to my back bumper. I reported the incident to the assistant manager immediately after the incident occurred and was told that I would hear from management the next week. I spoke with management the next week and was told that an incident report had been filed and would be reviewed by their corporate office in Tennessee. I requested an update two weeks ago and was told that I would hear back from them within the week. Two weeks later I still do not have an update. I would like an update

  Business Response

  Date: 02/21/2025

  Thank you for your patience, and I sincerely apologize for the delay in responding to your complaint. I understand how frustrating this situation must have been, and I truly regret any inconvenience you experienced. I see that our team has already been in contact with you regarding this matter and provided an explanation of our findings. After reviewing the available footage and incident details, we determined that the conveyor did not stop during the wash cycle, and based on this, we are unable to assume responsibility for the damage. We appreciate you taking the time to share your concerns with us. If there’s anything else I can do to assist you, please don’t hesitate to reach out.

• Initial Complaint

  Date:01/15/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 in Lexington NC on December 13 of 2024. I used the mod wash on ****** ****. I purchased an ultimate wash, and was asked for my phone number and email by the employee. I have since went back home over 1k miles away and have just got a charge for $44 and some change for the mod wash of Lexington membership. I called mod wash as soon as I saw the charge and was told that I was enrolled in a monthly membership. I NEVER ASKED, SIGNED OR AGREEDED TO A MEMBERSHIP. Per the FTC this is illegal. I’m wondering if the employees get a bonus for how many memberships they get signed up and some are signing up people without their knowledge. Seems logical with the other complaints on here.

• Initial Complaint

  Date:01/10/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 in the car wash on December 31st . I paid for the premium car wash . After the car wash finished I parked at the free vacuum area when I vacuumed I started wiping the car then I notice there’s a damage on my car passenger side rear bumper was pulled out I immediately go and inform the associate of mid wash then he call his manager ***** . **** came in saw the damage apologized me and says he’s gonna check the cameras later and file a claim and let me know then 5 days later ***** sends me an email with proof that my car entered the washing tunnel without damage but when leaving the car wash tunnel it was damaged and told me he has filed the claim through insurance and it will be covered . After few days I get call from insurance of mod wash saying it’s not covered because they don’t have enough evidence . Even though they agreed first that damaged was done by the car wash tunnel .