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:01/06/2025

  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 have been a Modwash customer for almost 2 years. No issues with the wash. I have had multiple billing issues over that 2 years and several times my service was interrupted. I have always had 2 vehicles on my accounts. On 12/31 my Honda account was inactive and I drove thru and reactivated it and upgraded it to their premier service. That was 44.99 and I was told I would get a 20 percent discount and my card would only be charged 35.99. But I was,in fact, charged 44.99. My account was at that point (today) showing inactive. The manager (???) Said he was applying that 44.99 back to a month early last year. There had never been anything about that mentioned in the past. So he said I was not getting a refund , a discount, nor a wash. So, I guess he showed me. His math skills could use some work, though. Apparently he thinks $44 is more valuable than a good long- term customer spending $900+ a year. At this point I'd expect my 44.99 back on my card, and me and modwash can replace each other. I know they are not BBB affiliated and based on the reviews I just looked thru I can see why.

• Initial Complaint

  Date:12/31/2024

  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.

  Mod Wash in Cherry Hill NJ scammed me out of my $21.31 for months now. I learned today, that an employee at this location to switch information in their system and resulting in someone name ****** ***** plate/account number ******, being on my account instead of me. I have never heard of this name and do not know anyone with this name. They switch names and plate numbers, so this man has been receiving free washes on me and when i went to get a wash today, they said i did not even have account, which i was just recently charged for the new month. This guy ****** and whomever he knew at this location allowed this theft to be done, and i need this company to rectify this or i will have to file a policy report for theft by deception by this company for allowing this to happen.

• Initial Complaint

  Date:12/31/2024

  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 washed my vehicle at the facility one time and used my credit card. I was not informed that the card would be charged monthly, but the company card my card unauthorized and would not refund my money even though no service was provided.

• Initial Complaint

  Date:12/24/2024

  Type:Customer Service 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.

  Basically I purchased and car wash (MOD carwash)which I was only getting bacis wash $10.00)young lady told me if I pay $17.00 I can use membership for the month never did she say well continue to charge it card monthly afterwards for $30.00 .the was in October I used the wash three times before tht month was over the came December they charged my card and I haven't even used the wash because the was up.i goes to call no answer I got to location they said they can only contact DM with my name and number.after waiting and week for return call I sent an email another week goes by now I'm going back to the location and they manger says she's not allowed to give any information other then us customers goin to web/ customer service number which has no live person and even if u email there no return follow up that's just really disrespectful and on sum scamming bull.

• Initial Complaint

  Date:12/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my brand new car that I just bought to get a wash and now my entire window is cracked. Modwash is refusing to file an insurance claim for repairs.

  Business Response

  Date: 12/23/2024

  Dear *****,
  Thank you for contacting ModWash! We apologize for any inconvenience this may have caused. Please note that your incident is still under review and is currently with the regional manager. We kindly ask for your patience as we work through this, and you can expect a follow-up shortly after the holiday.
  We greatly appreciate your understanding and cooperation during this time.
  Best regards,
  ******* ***** 
  ModWash Customer Support Team
  

  Customer Answer

  Date: 01/07/2025

  Hello, I received a call today from a ***** ******** from Modwash.
  
   After waiting about four weeks almost they called me to let me know that they can’t see the damages on their camera even though I told them it was a small crack that was not able to be seen until it grew from the cold later that day.
  
  At this point, they have been giving me the runaround for four weeks and still refused to give me the insurance information or someone who can actually help me with this claim. I am not accepting their answer because I know my car was damaged in their car wash.
  
  When I asked for the insurance information, they gave me a phone number and told me that the people on the other end of that phone number would be able to help me when in reality. It was just a foreigner who helps people cancel their memberships or sign up for new memberships.
  
  Thank you for your time with this matter
  ***** ******

  Business Response

  Date: 02/20/2025

  Thank you for bringing this matter to our attention. We understand your concern regarding the damage to your vehicle and appreciate your patience as we have worked through the investigation process. We want to clarify that any incidents involving vehicle damage are handled at the site level by the General Manager, in collaboration with the District Manager. They have access to the facility, equipment, employees for questioning, and camera footage, all of which are necessary for a thorough investigation and resolution. Once a decision has been reached, it is final, and our home office fully supports their determination. In this case, the camera footage did not show the damage as described. However, we understand that damage can sometimes become more noticeable over time, such as with the crack in your window. We encourage you to visit the location and review the video footage with the General Manager, who can provide permission to access it directly. Regarding the insurance information, we want to clarify that the number provided is for our guest advocate team, and we apologize if there was any confusion. Unfortunately, our policy does not allow us to take further action. We hope this clarifies our procedure, and we appreciate your understanding. Please feel free to reach out if you have any further questions or would like to discuss this matter with the appropriate manager at your location.

• Initial Complaint

  Date:12/23/2024

  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 went to this carwash to purchase a 1 time carwash for $28 on Oct. 12th. I subsequently have been charged $49.99, November 12th and $49.99, December 12th to my credit card. I suspect the employee working there must have signed me up for a recurrent charge which I did not authorize. I do not live in SC and would not sign up for a recurring charge for a car wash located there. I believe this is fraud. I have also disputed the charges with my credit card company. I reside in CO.

• Initial Complaint

  Date:12/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/16/2024, I visited the ModWash location in Moon Township, expecting to have my car washed as per the advertised operating hours on their website. The website clearly states that the business is open every day until 7:00 p.m. However, upon arrival, I discovered the facility was closed.
  
  There was no indication on their website, phone system, or any other form of communication stating that the business would be closing early on this particular day. This lack of notice resulted in me wasting a significant amount of time and expensive gas traveling to the location, only to find it unavailable.
  
  I am a paying customer with an unlimited car wash membership, and I have an expectation that the business operates in alignment with its advertised hours. If circumstances require an early closure, it is only reasonable for the business to provide a clear and timely notification to its customers, whether through website updates, phone system messages, or other effective means.
  
  As a loyal customer with an unlimited car wash membership, I expect ModWash to adopt better business practices.
  
  This experience reflects poorly on the reliability and professionalism of ModWash. I request the Better Business Bureau's assistance in ensuring ModWash addresses these concerns and prevents similar incidents in the future.

  Business Response

  Date: 12/17/2024

  Thank you for reaching out to ModWash! We sincerely apologize for any inconvenience you may have experienced. Your feedback is incredibly important to us, and we are currently investigating the incident.

  
  We understand that your time is valuable, and we take this matter very seriously. To ensure your concerns are addressed thoroughly, we would like to arrange for a member of our management team to give you a call within the next 24 hours.

  During this call, we will provide an explanation of the situation and share the steps we are taking to prevent a similar occurrence in the future.
  

  We truly appreciate your understanding and patience.

   

   

  All the best,

  ModWash 

• Initial Complaint

  Date:12/13/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 7, 2024, I went to ModWash. I was offered a one-month discount on a subscription price. I declined and asked for the $11 one-time wash. I was not given a receipt. Since that $11 charge on May 7th, I have been charged an additional $21.39 ($19.99 + 7% sales tax) on the 7th of every month, totaling $149.73 over the last seven months for a subscription plan that I explicitly declined. I just found out about these charges on December 8th, 2024. ModWash's charges are processed on bank statements as the location name, with no mention of "ModWash."
  
  I tried emailing first. I did not receive a response from the company, so I tried calling. The phone representative said they could only refund me for two months because that is their refund policy. I explained to them that, legally, I am not subject to any refund policy because I never agreed to this subscription and had no notice of it. The phone representative said I should email them for assistance. I told her I already emailed them, and she said she would note that I needed further assistance via email.
  
  After waiting another three days, I sent another follow-up email requesting a refund of the additional $106.95 for the 5 months I wasn't refunded for. ModWash said I received a text message upon enrolling in the subscription, and refused to refund me under their policy. I NEVER got a text message, or any communication, about being enrolled in this subscription, which I did not consent to.
  
  ModWash refuses to me because I didn't bring this to their attention sooner. If I had received a text message about this subscription, I would have immediately contacted ModWash to cancel. I never received any text message or any other notification telling me that I was signed up for this service. I just learned of the charges less than a week ago. ModWash can clearly see in my account I never used this subscription. Per the FTC, it is illegal to subject customers to recurring charges without their consent, which I never provided.

  Business Response

  Date: 12/17/2024

  Thank you for contacting ModWash! We sincerely apologize for any inconvenience this may have caused. After reviewing your account, we see that you provided your name, phone number, email address, license plate, and credit/debit card details during the membership enrollment. Upon registration, you were sent both a text message and an email to ******************** confirming your enrollment.

  
  It is important to note that we did notify you of the membership you were enrolled in, and we sent a receipt seven times confirming that the payment had been processed. At any point, you could have contacted us to cancel the membership if needed. As a gesture of goodwill, we have already refunded the last 60 days of charges, and we are willing to offer the additional 5 months in the form of wash credits.

  
  We appreciate your understanding in this matter and are happy to assist you further if you have any additional questions.

  Please see attached logs of email/text. 

  Have a shining day,
  ModWash 

  
  

  Customer Answer

  Date: 12/17/2024

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

  As I have stated several times now, I have never received these alleged notifications of this membership. Your receipts are incorrect. I do not have ANY record in my email inbox or phone records showing a single communication from Modwash regarding this subscription. Your receipts are also incorrect, as I would NEVER have provided that email address to ModWash if I had enrolled in a subscription, which I did not, because I have a specific email address I use for all subscription enrollments that is not that one.
  I find it suspicious that you happened to link my receipts to the email I used for this complaint. How is it I had to provide my license plate for my account to be located when I first reached out, because my account couldn't be located using my phone number or email, but now suddenly you've sent me 7 receipts?

  I do not want to use your services, I do not want wash credits, I do not trust your company as you enrolled me in a subscription ILLEGALY and stole over $100 from me. It is frankly insulting that you are offering me wash credits and saying you are acting with "goodwill" when your employee illegally enrolled me in a subscription without my consent, and you are now refusing to rectify the illegal actions of your employee. I could NOT have contacted you to cancel the membership because I had NO KNOWLEDGE of it. If you bothered to review my account for any TRUE information, you would see clearly that I never used this subscription. All I am asking for is a refund of a subscription that I NEVER USED because I didn't know I had it. I never received these services I was charged for, because again, I didn't know I had it, but your company takes absolutely NO loss in refunding me this money because I never used your services again.

  I do not appreciate you treating me like I am stupid, and I am tired of getting the runaround from this company. I am in my final year of law school, I worked in banking for many years, and I know what has been done to me is illegal. If you do not refund me, I will either pursue a claim in small claims court or work with one of the attorneys at my law firm to start a class action lawsuit.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 12/18/2024

  Dear *******,

  
  Thank you for reaching out to us. I understand your concerns regarding the membership charges, and I’d like to clarify the situation.

  
  After reviewing your account, I can confirm that the membership was activated, and you used it once. We also sent email confirmations each time a billing occurred, which serves as a record of these transactions. We aim to be transparent and consistent with our billing process, and I can assure you that our system followed the standard procedure for membership renewals.

  
  We always strive to provide the best service to our members, and it’s important that we remain consistent with our policies for all customers. Unfortunately, because this is a public matter, we are unable to engage further in individual legal discussions through this platform.

  
  We truly appreciate your understanding, and if you have any additional questions, please feel free to reach out directly to our customer service team for assistance.

  
  Best regards,

  ModWash

  Customer Answer

  Date: 12/19/2024

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

  I never used the subscription, and the customer service representative I spoke to confirmed that when I spoke with her. You are lying, and have stolen from me. Expect certified mail in the near future.

  
  

• Initial Complaint

  Date:12/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 2, 2024, I received a carwash at MODWASH in Dallas, GA. My **** card was charged $10 for the wash. On December 4, 2024, I discovered that MODWASH had been making automatic unauthorized charges of $19.99 to my card every following month: August 2, September 2, October 2, November 2, and December 2. I went to their website and saw that they have some membership for $19.99 per month. I did not authorize this membership. I called the company to complain and the rep said she would only reimburse my card for the latest charge of $19.99 from December 2 which they did. They still owe me $79.76 for the other 4 unauthorized charges.

  Business Response

  Date: 12/10/2024

  Dear ****,

  
  Thank you for contacting ModWash. We apologize for any inconvenience you may have experienced. After reviewing your account, we understand that you were unable to fully utilize the services you paid for.
  As a resolution, we are happy to offer a refund for 60 days of service, in addition to wash credits for the remaining three months. We hope this solution meets your expectations.
  Please let us know if this works for you or if you have any further questions.

  
  Best regards,
  ******* *****
  ModWash Support Team

  
  

• Initial Complaint

  Date:12/09/2024

  Type:Facilities 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 wife and I have been account holders with mod wash for quite awhile, we both enjoy going there to keep our vehicles clean. The complaint that we have this time is the side brushes haven’t been working for sometime now and we can tell the difference in the cleanliness. We pay good money to have our vehicles cleaned. We would hate to stop going but some type of discount or reimbursement would be appreciated.

  Business Response

  Date: 12/09/2024

  Dear *****,

  
  Thank you for reaching out to ModWash! We truly appreciate you being a part of our ModNation. We've received your complaint and are actively working to address it.

  
  Our District Manager is currently reviewing the wash to ensure everything is functioning properly.

  In the meantime, because we already have you on a discounted rate, we've added one complimentary month of service to each of your vehicles.

  We want to make sure you're completely satisfied and do not want to lose you as a customer.

  If you'd like, we can also arrange for the manager to give you a call within the next 24 hours to further discuss your concern.

  
  Thank you for your understanding, and we look forward to resolving this quickly.

  
  Best regards,
  ******* ***** 
  ModWash Customer Support