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

  3540 N. Ridge Road East Ashtabula, OH 44004

• 

  Modwash

  4140 Pearl Rd Medina, OH 44256-7610

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:09/03/2024

  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.

  8-24-24 I went through the car wash at Mob Wash. my vehicle was in great condition at the time and after going through the car wash my windshield was cracked. There was no prior damage done. As I proceeded to come out of the wash I circled directly back into the establishment Mob Wash and I was shocked and very shook up, this is a 2yr old vehicle. I take very good care of and I take a lot of pride and joy into it. That day that my windshield was cracked I spoke directly to an attendant. This girl took pictures of my car and of my windshield and said that she would notify her supervisor and that there policy is to review cameras and start an investigation. I waited for 4 days and still heard nothing. My phone records indicate that I placed a call on the 4th day and the 8th day… I have not been given a call in regards to the incident or any explanation. I then emailed the email address provided on Mob Wash. I still have heard nothing. I have always been supportive and have been a valuable customer because I continue to give great reviews on ******. Today I am just asking for help and justice to make this right please fix what happened at Mob Wash so we can both move on. I understand accidents happens and I am very understanding.

  Business Response

  Date: 09/03/2024

  Thank you for contacting ModWash! We are sorry to hear about any difficulties you may have experienced. We want to investigate this, however with the information you provided we were unable to locate any damage claims. Which location did this occur, and can you please provide an Incident Report number? We will have a member of management reach out to you as soon as possible.

   

  Have a ModTastic day, 

  ModWash 

  Customer Answer

  Date: 09/04/2024

  ModWash Location is : **** ******** ** *** ******* ** *****

  To clarify ; I was not given an accident number or any type of reference #
  

  I was told by the service attendant that she needed to take pictures of my vehicle and she would notify her manager of the situation and there would be an investigation done and I would her from someone at the beginning of the week. I have not been able to reach anyone or talk to anyone directly. This is very alarming my windshield was damaged, completely cracked. And no one can has even reached out to me. I have left 2 messages with staff and placed multiple emails and a complaint on ******. I’m desperate to have this matter taking care of I understand things happen and but take responsibility and fix the problem. 

  Business Response

  Date: 09/09/2024

  Thank you for reaching back out to ModWash! We are trying very hard to get in touch with you to resolve your email. At your earliest convenience can you please return our calls and emails. 

   

  Have a ModTastic Day! 

• Initial Complaint

  Date:09/03/2024

  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.

  I requested to cancel my subscription June 26, 2024. They sent me a response July 1 that they were “sorry to see me go”.
  
  Yesterday I went to go to the car wash with credit card in hand and the attendant told me that my subscription was still active. I have been being billed after my request was sent!
  
  I spent about ten minutes yesterday with the local ModWash going through the account and he said this happens all the time. After being there, I sent another email and their response was they would only refund one of the two payments after my cancellation request. Why? The request was in over a week before billing.
  
  The latest response is that now I can call them to get a refund. It ridiculous that you have to go to the website to request a cancellation, wait for an email response, submit another email, wait for another response, and yet another make a phone call.
  
  I want my two months worth of payments back after my request was submitted.

  Business Response

  Date: 09/04/2024

  We appreciate you contacting ModWash! For any inconvenience, we sincerely regret. A comprehensive analysis of your circumstances and correspondence has been carried out. We ascertain that ModWash offered a cancellation link for you to finish your cancellation on July 1, 2024 at 10:10 am. Refer to the attachment. This was delivered at least three days prior to the date of your billing. We cannot guarantee that the procedure was finished if you did not receive confirmation that your account was canceled. We value your opinions and want to reassure you that satisfied customers are our top focus. The resolution was explained to you when you had the opportunity to contact with a supervisor on 9/3/24, and it was extremely similar to what was stated in an email on July 1, 2024. A refund was processed, and wash credit was provided valid through 10/4/2024. Thank you for your understanding. Have a ModTastic day! 

  Customer Answer

  Date: 09/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I followed the instructions ON YOUR WEBSITE FAQs clearly stated from your website:

  "How do I cancel my Unlimited ModMembership?
  If you wish to cancel your membership, please contact our Guest Advocate team at ************ or email *************************. Cancelations must be made at least 3 days prior to your next billing cycle to avoid being charged. Please note that we cannot issue refunds for past cycles."

  As you can see from the attachment, I did email you the following (see attachment email screenshot as per your instructions on your website FAQs):

  ***** ******** *********************** Wed, Jun 26, 2024 at 8:20 AM
  To: *************************
  Please cancel my subscription.  License plate ************ *** ****.

  I followed your instructions to email my cancellation.  There are 98 complaints against customer service on the BBB website for a multitude of issues, including your additional-legwork so people get stuck paying for a service that they cancelled according to your website.  I'm sure the FTC would be interested in your failure to comply with the click to cancel policy.  

  After my email on June 26th, 2024, the subscription should have been cancelled as per the instructions on the website.  I did what you said to do and that should have been it, but modwash adds additional steps and after a nine email exchange, I had to call just to get a refund for August that I was told I would get anyways  It should have been issued after ******** stated I would get a refund. 

  It's a scam and what you are doing is defrauding the customer.  What's even more sad is that when I had to get out of the car at the Washington store after realizing ModWash was scamming me and the employee helped me to access my account, he stated that "this happens all the time" with customer cancellation requests not being honored.

  I want my money back that you scammed me out of!

  I will never visit your store again.

  
  *****

   

  Business Response

  Date: 09/09/2024

  We sincerely apologize for any inconvenience. Without verification of cancelation confirmation we cannot issue a refund. We did provide you with a quick and easy link to process cancelation. No further action will be taken. In the future we hope to earn your business. Thank you for your understanding. Have a ModTastic day! 

  Customer Answer

  Date: 09/18/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because it's ridiculous.  I sent the email as per the instructions on the website and then there were more steps added.  It's a scam.
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:08/28/2024

  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.

  My wife and I stopped at the car wash to run her Audi through. There was a nice gentleman at the control station where you select the type of wash. He explained what they offered and asked if we would like a monthly membership. My wife and I advised him very clearly that we would discuss it later but that we only wanted this wash today, not a membership. Then we washed the car and left. Several months later, I discovered monthly ModWash charges to my credit card from the ****** *** **** ******* ****** *****. I have now disputed each charge and am filing this complaint based on fraudulent and deceptive business practices. This really amounts to theft if I chose to go the legal route. However, I wanted to go this route as my wife and I may not be the only ones defrauded and charged in this manner. It needs investigation by an agency like the BBB.

  Business Response

  Date: 08/30/2024

  Thank you for contacting ModWash! We apologize for any inconvenience you may have experienced. We have a dedicated staff that works 6 days a week to address any billing concerns. I truly wish you would have contacted us first, we would have investigated the situation and offered a solution immediately. Integrity is very important to us. Due to the fact that you've already disputed the charges we are unable to process any refunds. If you would like further clarification on your issue please give us a call and provide more information. ************* M-F 8:00am-5:00pm excluding federal holidays.

   

  Again, our sincere apologies.

   

  Have a ModTastic day,

  ModWash 

• Initial Complaint

  Date:08/19/2024

  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.

  We had a car wash done at MODWASH Hixson TN May 2023. We paid $17 and were offered at that price carwashes through the month and an option to then sign up for a subscription. MODWASH has been having employees at the kiosks to handle choosing and paying for carwashes. The employee unknown to us signed us up for a monthly subscription. We just noticed it being charged to a credit card we have this month and have paid 16 months having paid $396.65 for services we did not ask for or use.

  Business Response

  Date: 08/20/2024

  We appreciate you contacting ModWash! We regret any inconvenience that this has brought about. We examined your account and found that you are eligible for a 13-month wash credit in addition to a 60-day refund. There would be no more credit processing. We sincerely hope that you had informed us sooner so that we could have stopped the billing right away. You can reach us by phone ************* at our special guest advocate hotline or by email six days a week (corporate office M-F 8am-5pm) since December 2022. Although we greatly cannot resolve problems that we are ignorant about, we are here to assist. Having stated that, we will provide a remedy right away since you brought it to our attention. Remember that we accept responsibility for what we did not provide you with, we respectfully request that you accept responsibility for your share of this problem. 

   

  Have a shining day,

  ModWash

• Initial Complaint

  Date:08/13/2024

  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.

  I am a premium member. I pay $16.00 per month. My contract allows me to wash my car as many time as I want. In the past 30 days I have not been able to wash my car. The wash have been broken or out of water. I want credit for the month I paid for. I also want an additional 30 days with no charge.

  Business Response

  Date: 08/14/2024

  Hello ******,

  We appreciate you contacting ModWash! We are sorry for any difficulty caused and have looked into your complaint. Although our wash facilities don't close for long stretches of time, our industry does require annual maintenance. We appreciate you visiting ModWash, and we would be pleased to talk with you over the phone about your solutions. 

  Have a ModTastic day,

  ModWash 

   

• Initial Complaint

  Date:08/12/2024

  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.

  We currently have a monthly membership for two of our vehicles which include all the wash options at ModWash here in Butler. The membership total including both vehicles is approximately $63.00 a month. Our complaint is that the level of membership that we have includes these pressure washers that are to go back and forth over the top and sides of the vehicle, these pressure washers have not been working for approximately two months and we are told there is a work order in but no mechanic will show up. We are paying for a premium service that we are not getting. We have complained several times and have not even been offered a discount, any help in this matter is appreciated!

  Business Response

  Date: 08/20/2024

  Thank you for taking the time to contact ModWash! We truly appreciate your feedback and giving us the opportunity to provide you with a solution. Our district manager will contact you to discuss your options and next steps. We are certain our resolution will be beneficial to you as one of are valued ModMember. 

   

  Have a shining day,

  ModWash 

  Customer Answer

  Date: 08/21/2024

   
  
  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:08/09/2024

  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.

  Went through car wash 4 weeks ago and it knocked my drivers side mirror loose. Mos Wash refuses to fix it. I have called multiple times and always get "I'm sorry,we will email so and so". They refuse to let me speak to anyone in charge. I will have to get a lawyer Monday morning to sue to get my mirror fixed. Never have I come across a more incompetant company.

  Business Response

  Date: 08/14/2024

  Hi Mr. ****

  We appreciate you contacting ModWash. We had already resolved your issue harmoniously before this correspondence. We are grateful for your understanding and look forward to seeing you at the wash down the road! 

  Have a shining day,

  ModWash 

• Initial Complaint

  Date:07/29/2024

  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.

  Twice I have purchased a "Family Plan" from the manager at the car wash to provide unlimited car washes for my car and my wife's car. After a few washes, my wife was told that the plan did not cover her car any more--only mine.
  I have tried multiple times to cancel the plan via their website but cannot find the option to do so. Also the website does not have a phone number listed for calling for help.
  I feel this company has deceptive sales practices and should be punished for fraud.
  I want last month's and this month's charges refunded because they refused to honor the plan and provide the carwash. 59.98 = (two months of 29.99 with service not provided)

  Business Response

  Date: 07/29/2024

  We appreciate you contacting ModWash. We regret any inconvenience caused. We don't take anything you say lightly. The claim that fraud was committed by our company is wholly untrue. Every aspect of our billing procedures is fully open and disclosed. It sounds like a misunderstanding. You also seem to have overlooked our Guest Advocate email address and phone number located on our website. Our goal is to assist our customers. According to our zero-usage policy, the account is automatically eligible for a refund after 60 days. 29.99x2 was promptly reimbursed. If you had phoned us at any moment, we would have responded right away with a solution. It is unfair to criticize a business so severely before offering us an opportunity to alleviate your concerns. Our division of Guest Advocates is open Mon-Fri and Saturdays 8am-5pm *************, we are always here to help!

   

  Have a ModTastic day,

  ModWash 

  Customer Answer

  Date: 07/30/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********.  While I do appreciate the fast refund from Modwash, I do not appreciate the snarky message they sent back.  Twice their management sold a service that they decided to stop honoring--without warning-- but kept charging for.  Their website is buggy and did not provide any alternative other an email for contacting them.  I had zero confidence that an email would have even been sent, read, and replied to.  There was NO number displayed on their website.  I have attached a screen shot of their site.  I clicked all the links, there is NO phone number.  They left me no choice but to reach out to BBB.   If they had provided a way to cancel my membership on their website, this complaint could have been avoided. 

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

• Initial Complaint

  Date:07/26/2024

  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.

  I purchased a single wash at Modwash in Eden NC on April 17th for $16.00. I then went to Kansas for work. I have proof that this card was with me being used in Kansas after the fact. My wife noticed today my card has been charged $29.00 then $49.99 for several months. I did NOT in any way approve any type of membership or additional charges by this company. My wife is going to the bank this morning to cancel card and report this theft. It’s ridiculous that I now have to cancel my card and go through this nonsense. Businesses should be criminally charged for theft when stealing money from customers. She will be calling this morning for these funds to be returned willingly or have the bank return. I will definitely never use this car wash again.

  Business Response

  Date: 07/26/2024

  Hi Mr. *****,

  We appreciate you contacting ModWash. We deeply regret any inconvenience this may have caused. Such claims are taken very seriously by us. At ModWash, integrity is our first priority. You may be certain that our Guest Advocate service is open M-F 8:00am-5:00 and Sat 8:00am-7:00pm to handle any billing issues. Additionally, any customer can contact us via our interactive website or email, and we will promptly address any billing concerns. We have a policy that allows for a refund if a customer visits the wash just once. We are committed to providing excellent customer service, and while we acknowledge that errors may occur, we always want to make things right.
  

  You said you would call the bank and cancel the cards, but all you had to do was give us a call at ***** ********. But the two $49.99 charges were reimbursed; just let us three to five working days. I appreciate your understanding.

  Have a ModTastic day!

  -ModWash 

• Initial Complaint

  Date:07/26/2024

  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.

  Double charged one month . Went to cancel in person and said I was cancelled . I was
  Not . Then I went to cancel and they said they cancelled it and they did not !!!!!! I went today and they have me in the system and asked if I had cancellation notice . I did not . I thought all businesses were suppose to have a complaint sticker for customers view. 1

  Business Response

  Date: 07/26/2024

  Thank you for contacting ModWash! We apologize for any inconvenience. We reviewed your account and see that it was canceled on 7/25/24 with the District Manager. If you would like to receive a refund for the last 60 days, please give us a call M-F 8:00am-5:00pm at *************. Your payment credentials were erased, so contact us today for your refund. We are happy to help!

   

  Have a ModTastic day!