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

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  ModWash

  5972 E Brainerd Rd Chattanooga, TN 37412

• 

  ModWash

  1240 E Main St Chattanooga, TN 37408

• 

  Modwash

  1806 Liberty Dr Thomasville, NC 27360

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:07/25/2024

  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 unlimited car washes to be renewed the 21st of the month as of 6/21/2024. Due to the extremely displeasing services and the fact every time I went to get my car washed I had to have someone let me through the gate because their system said my membership was terminated I called and canceled the membership as well as emailed cancellation. As of 7/24/2024 they have charged my account again, for the their terrible service, and when contacted are saying they never got the cancellation notice and it's against their policy to issue any refunds but will make sure I don't get charged again next month. I tried to reason with this company but they are not customer friendly and only money hungry.

  Business Response

  Date: 07/25/2024

  We appreciate you getting in touch, *******. We discussed your problem and came to a mutually agreeable conclusion. Each customer receives an enrollment text message, and email, it outlines the next billing date and the amount. Very transparent! It is vital for consumers to review disclosures and agreements, and keep in mind that businesses abide by them. Please refer to ModWash .com for more information. We appreciate your business, and we truly hope to see you again soon. 

  Have a shining day, ModTastic day,

   

  ModWash 

• Initial Complaint

  Date:07/25/2024

  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.

  see Attached document
  

  On 3/21/24 I visited your new location on Lynchburg, VA (at 515PM) and I purchased a membership (#**** is the number on my receipt). On the next day when leaving for work, I noticed that there were fresh scratches on the passenger side on my truck. Due to work and my schedule and the rain that moved in that weekend, I wasn't able to get back to the location until the morning of 3/25/24. I spoke to ******** who assisted in taking my information, took photos and helped complete a claim form. I was told that I should hear something that week. I have been back to this location 3 more times and spoken to a different person each time, leaving my contact information.
  
  I called Modwash customer service number on 4/16 and was told to contact them through email. I did and I have attached that email. In addition I have called your customer service number many times as well as called the Lynchburg location, always getting the same reply ''the GM will becalling you back". But as of today May 9, 2024 I have not been provided the common curiosity of a return call. As you can imagine, this is very frustrating! You are a business that is selling a service, you damaged my vehicle and don't have the common courtesy to respond. I know that I am not the only person that has damage from this location, because every time I have stopped by to get an update I have been asked ''you had the blue car?" or ''you had the sliver car?" neither of those were me!
  
  It is not good business practice to plan out ignore a customer that has an issue, you are in the wrong and ignoring me, will not make the damage on my vehicle go away.
  
  
  
  Thank you for your attention and assistance,

  Business Response

  Date: 07/25/2024

  We appreciate you contacting ModWash! We sincerely regret any inconvenience this has caused. When you got in touch with our Guest Advocate department, they tried their utmost to take your complaint further. Claims for damages are not covered by customer service. A District Manager will get in touch with you later. It is appropriate procedure to file a damage claim in person, but we do not have any record of you doing so. We will promptly provide you with some replies. 

   

  Have a shining day,

  ModWash

• Initial Complaint

  Date:07/18/2024

  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.

  6/28 | 29.99 | car wash | paint chips on car | The business has not tried to resolve the problem because they're saying that they did not see anything per the camera. I saw the camera from one of the instances for the North Salisbury location and you could barely see anything from it. I took pictures of the paint chips on the vehicle.

  Business Response

  Date: 07/18/2024

  Hi ****,

  Thank you for getting in touch with ModWash! We are really sorry for the predicament you are in. We decided not to approve your claim. There will be a copy of the report with the conclusions. We appreciate your patience and hope you would consider using the free month of services that we are offering.

  Have a shining day,

  ModWash 

  Customer Answer

  Date: 07/18/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: if there was no fault on ModWash’s part, then I do not believe that I would be receiving 1 month of free washes. I can reach out to the service department of the vehicle for the paint chips and see how much I will be charged to fix them then provide ModWash with the quote to be billed. I check out the vehicle extensively after each wash and that’s when I noticed the paint chips. Being that I received more than one wash means that on other washes I did not see any paint chips or else I would have filed an incident report. Please address the matter as I have been diligent in my efforts of doing everything that needed to be done on my end. 
  
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:07/16/2024

  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.

  Went through the car wash on Saturday July 13,2024. Approximately 3/4 of the way through the automated wash my drivers side of the car jumped up into the air and kind of rolled back and fell back into place. It did this twice and was not moving forward and another car was creeping up behind me. I put in drive to get unstuck. Instantly the lights on my dash started blinking that I was losing pressure in my drivers side tire. By the time it pushed me the rest of the way out of the wash my tire had 2lbs of pressure. I instantly parked the car to examine the tire it said was flat. The valve stem had been snapped in half. There was no way to drive the car off the property as the tire would not hold air. It was a Saturday and the shops were closed. I had to have car towed to a local garage and left until Monday to fix. The tow cost me $155 and change and the repair cost me just at $100. I filed an incident report with modwash while on property. I received a voicemail Monday stating that they were not at fault and closing the case. I called and spoke with a representative and they told me the video of me in the car wash showed my car going into reverse, park and then back into drive while this occurrence happened. That never happened. I use this car wash at least 3 times a week that’s why I have a membership. I know not to touch anything until the light at the end tells me to pull forward. My vehicle was in neutral the entire time until I tried to get it unstuck from the air. There is no way the video shows any lights for gear channges before my car was lifted and tossed around. When I called to state that I wanted to see the video they stated I need a court order and as far as they are concerned the case is closed. That car wash cost me approximately $300. The gentleman who went through directly after me had issues in the same spot I did and his truck was damaged. He filed an incident report as well that shows there was something wrong with the wash in that spot.

  Business Response

  Date: 07/16/2024

  We appreciate you contacting ModWash! We are sorry for the situation you found yourself in and told us about. We will schedule a time for you to visit the location and watch the film by working with the location's management. We can display it to you even though it is intended for internal use so you can better comprehend the decision we made. We value your patience and understanding in this situation. Safety is our highest priority and we assure you that we are carefully considering your concern. 

   

  Have a shining day,

  ModWash

• Initial Complaint

  Date:07/12/2024

  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 7/10/24 I entered modwash located in austintown, ohio. I had used them previously in the past when I lived in the area. I had purchased a new vehicle, and this was its first car wash since I purchased it in June. I did not really notice anything unusual except that it seemed to be a quicker wash than normal which was weird. Car wash done, drive around to park and dry car off. Get to the hood, saw what I thought was a few missed dirt spots... nope scratches in paint from front of hood up to the edge by window. All over hood in several spots. Told the girl, filed incident report, took photos. I took my own photos. Speak to manage next day he says he's denying claim because it's a 2019 used vehicle and because they had no other reports of damage that day. Speak to some lady from corporate or so she claimed who admitted if it was a new vehicle they would pay for the damage. I've had this car a month. This damage was not there. Kinda felt like they were saying I'm no good because my vehicle was 4 yrs old. It DID have a mark on the front bumper which I pointed out to the girl and said YES THAT MARK WAS THERE AT TIME OF PURCHASE. The damage on my hood however, was not. Report number is ******. I want my hood fixed. They advised me to call my insurance. She said the IR is so they can investigate and take responsibility if they should... but that they have it posted they are not responsible for any damage.... so why do the IR then? And I never saw a sign posted stating that. This car wash damaged my vehicle. A vehicle I just got. I want it repaired.

  Business Response

  Date: 07/16/2024

  We appreciate you contacting ModWash! We are sorry to learn of your predicament. For your reference, we have attached the incident report. Before you entered the car wash, we were able to determine what damage was on the automobile. ModWash disclaims all liability for any kind of harm. We sincerely regret and sympathize with your difficulties. Upper management has evaluated your incident, and it is still denied. 

  Have a shining day,

  ModWash 

  Customer Answer

  Date: 07/17/2024

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

  The guy who waved me forward did so long enough for me to pull up and then walked away. This damage was not on my vehicle at the time of purchase, was not on my vehicle when I pulled into your car wash. I DID point out to the female who did the incident report the mark on the front bumper that WAS preexisting. Had I not pointed it out she wouldn't have even noticed it. Both your manager at the location and those on the phone when I called customer service stated you wouldn't pay for the damage because my vehicle is used! The woman from corporate clearly said YES when I asked oh so if it was a brand new car you'd pay for the damage?! And when she stated yes I asked oh so you're  admitting that? She then tried to backtrack that statement but I'd already clearly heard her. I want the damage to the vehicle that I just purchased repaired! I'm not an *****, and just because I'm female does not mean I did not thoroughly inspect this suv before purchase. There are very minor dings on the door, one tail light cap is chipped and the mark on front bumper.there was absolutely no damage to this hood. I stopped immediately as soon as I saw it and got your employee and made her do an incident report. If you watch your video you can clearly see the look of confusion on my face when I discovered these. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 07/18/2024

  Hi *****,

  We deeply regret the situation you find yourself in. In our conversation, I mentioned that I frequently respond "yes" to customers to show that I am paying attention to them. I was only listening and acknowledging your worries and frustrations; I never agreed with anything you said. Once more, we cordially welcome you to watch the video and look at the photos we have at the wash. Although we acknowledge that you might turn down our offer, this is the last action we can take to reach a mutually agreeable conclusion. Once more, we truly apologize! 

  Have a shining day,

  ******* *****, ModWash

   

   

   

  Customer Answer

  Date: 07/18/2024

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

  She never said that she frequently replies yes to show she is listening. She never said anything like that. Furthermore, you have the same photos I have, which is likely why you have not uploaded or shared any. There was no damage to my hood upon arrival. You and your manager at that location clearly stated several times "your vehicle is a used 2019 vehicle". So what? To which I asked so if my car was brand new you would cover the damage? And you replied YES. You did not reply yes to show you were still listening - you clearly responded yes to my question. I also explained to you that I live an hr away from your location and only used it because I was in the area that day. Your manager accused me of just being happy to get a new vehicle and not fully inspecting it.... this is not my first rodeo buying a vehicle. I explained to the girl who took the report and even pointed out to her the preexisting damage. So you are basically calling me a liar. If I were a liar I'd blame you for every mark on my vehicle. Which I'm not. There were ZERO marks on my hood. Watch your own video of when I was drying my car off and you'll see my reaction when I saw the scratches.... I immediately got someone. Furthermore, if you claim that it's clear you don't take responsibility.... you would have no need to have incident reports on hand. But per our conversation those are available to take down photos and info to determine what your responsibility should be. So you are lying!!! Your company has made it very clear that NEW vehicles will be repaired and you will not or feel you should not be responsible for USED vehicles. One should not override the other. Your car wash caused this damage, your attendee who waved me thru did not even barely look at my vehicle he waved me up told me stop and walked away. I'm not trash because I don't drive a brand new car. But that does not mean I did not fully inspect this vehicle. You are responsible for this damage.
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:06/26/2024

  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 have been forced to close this bank account to stop your theft policy.
  
  Since you will not be able to simply refund the stolen funds into the account, please mail a check to:
  
  Dr. ***** ******* *** ******** ****** **** ******** ***** ******** *****  
  I was first told in December 2023 by a "customer service" rep that the account would be closed. It wasn't. I was unable to check the account in January and February due to major health issues and was unaware that you were still charging me. I called again in March and was told the account would be closed. Again it wasn't. This is no longer an oversight on the part of ModWash it is a pattern of theft and deception.
  
  At this point you have stolen $279.65 from me and lied to me on every attempt to close the account and/or recover the stolen funds. If the account had been closed when ******** told me IN WRITING evidenced below, I would have been satisfied. Since you have insisted on continuing the theft, I insist on the full $279.65 that you have stolen since I was first told the account would be closed.
  
  Sincerely, ***** *******
  On 5/15/2024 4:12 PM, GuestAdvocate wrote:
  >
  > Thank you for contacting ModWash today!
  >
  > I was able to locate and cancel that account for you. You can, of course, utilize it until what would have been your next billing date (6/4) and on that day it will expire. Let us know when you are ready, and we will be happy to have you back as a member of the ModNation! See you at the wash!
  >
  > Be the positive ripple,
  >
  > ********
  >
  > Guest Advocate

  Business Response

  Date: 06/26/2024

   Dr. ***** *******,

  We appreciate you contacting ModWash! We regret learning about your encounter. Such claims are taken very seriously by us. At ModWash, we take pride in our clients and work hard to deliver exceptional service. We regret the billing error you experienced. We effectively closed the account as requested when you contacted us in May, and there were no more costs. Although you didn't ask for a refund at the time, we would be pleased to provide you with a $29.99 refund for the most recent month. We are limited to a 60-day return per policy. Please contact ************ Monday through Friday from 8:00 am to 5:00 pm, and one of our committed Guest Advocates will be pleased to help. Our goal is to find a solution to your issue as soon as possible. 

  Have a ModTastic day,

  ModWash 

   

• Initial Complaint

  Date:06/21/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went to Mod Wash 5/18/24, employee was standing at kiosk & told her it was first visit & how does it work? She said there’s a special today & whatever wash bought I could return for same x1 mth & I said wow, no hidden fees or tricks? She replied No, so figured it was a promotion to gain new customers, gave her my card, she put into kiosk & I paid $27 for the best wash which seemed pricey for 1 carwash & no vacuuming like ones I have gone to before. After I rec’d text msg “Welcome to ModWash! Please use this link to complete your online profile: ‘LINK’ Thanks for being part of the Positive Ripple!” I do not click text links & felt no need to create a profile for 30 days. Then on 6/18/24 @ 7am, got text from my credit card co. noting a charge from “Mod Wash for $53.30” I called Customer Service a few hours later, spoke with **** who said I signed up for monthly plan, she was unsympathetic & told me No, she would not refund the money but I can go to car wash next 30 days & plan will be cancelled on July 17th but I did not receive a text so I would like confirmation. I feel refund is appropriate since I was lied to & contacted your company immediately after I was made aware. I have been a nurse for over 30 years, treat people with respect & always try to do the right thing. If I had not specifically asked about add’l fees I might feel partly responsible but instead was flat out lied to by the attendant & the text should be required to note customer signed up for monthly charges. If video is available from 5/18 it would confirm this trickery. On my Internet search this appears to be common practice as employees likely get bonus $$ for it or there would be no reason to lie. If you do not issue a refund based on facts of my case it only reinforces that your company accepts this practice. My only mistake was saying, “this is my first time” & she saw ‘sucker’ written on my forehead. We are human beings not dollar signs, just wow, really great way to treat a new customer.

  Business Response

  Date: 06/25/2024

  Hi ******, 

  We appreciate you contacting ModWash! We regret learning about your encounter. Upon signup, we did send an enrollment text. All of the terms and conditions were spelled out in explicit detail if you had only clicked the link and provided some information. Furthermore, in order to participate in our promotion, you must be a member; you can verify this by visiting ModWash .com and viewing the home page. We are sorry for any confusion that may have occurred; we do not believe that we lied to you. In this instance, a refund is not permitted under our usage policy or our 3-day cancellation policy. But we have kindly added another month to your membership at no extra charge. We are grateful for your comprehension. 

  All the best,

  ModWash 

  Customer Answer

  Date: 06/30/2024

  Complaint: ********
  
  I am rejecting this response because your employee was deceptive & did lie when asked the appropriate questions. And your ‘fuzzy’ welcome text only confirms the same & imagine the legal dept said this “link”covers you & it’s likely ModWash has taken 1 mth or > of $$ from unsuspecting folks based on mult similar complaints read online. Also, due to the # of scammers today it’s typical to feel unsafe clicking a text link. If your msg had simply said anything along the lines of Thank You for enrolling in a membership, I would have investigated immediately & cancelled timely. Saying you cannot give a refund d/t not adhering to 3 day Cx policy on a membership I’m unaware of is ridiculous. Since you are the representative, you would be the one who could decide to make exceptions based on circumstances. It’s also rude that you did not even bother to provide a name Mr/Ms ModWash to know who I am talking with, unless you have scam fears or maybe you’re AI robot. And a free month offers nothing as I will never use any of the many nearby locations ever agin but at least I do have enough anger & access to print thousands of copies of BBB complaint/ response to share with others at the nearby businesses to educate & warn because had I rec’d such a flyer with the info, I would’ve never fallen for your lies/tricks. Even it only helps 10 or 20 people, it def seems worth it.  The only response required now is the statement I asked for which confirms my membership was cancelled & no further monies will be taken from my acct by you because I have rec’d nothing that says this - you could send me a 2nd text msg since they work so well for you. 
  
  Sincerely,
  ****** *******

  Business Response

  Date: 07/01/2024

  We appreciate you contacting ModWash. Every response is made available to the public and originates from ModWash. Sorry if this was misunderstood, but we are unable to confirm your assertions. Nonetheless, we are quite open and honest about how we bill. We only work with the facts, and the ones that were available showed the membership's consent and acknowledgment. We sincerely appreciate your feedback, and we sincerely apologize if you feel this way. You can be confident that we're committed to getting better every day. Thank you for your understanding. 
  

  Have a shining day,
  ModWash 

• Initial Complaint

  Date:06/21/2024

  Type:Sales and Advertising 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 20th I visited Mod-wash and asked for a basic wash. The attended asked if I would like a month of washes for the same price. I asked if it was a recurring charge to which she said no. I again clarified "are you sure?" She said "yes, one time only". I received a paper receipt, with the charge listed and no terms or conditions. No email. No text. Nothing but the receipt.
  
  I was then charged $21 on June 20th. While researching I was surprised to see actually have an account with a monthly membership! and that you can upgrade but you cannot cancel online. Nor is there mention on the sight on how to cancel. So I called what I thought was the location, Only to be connected with the "corporate hotline" where I asked for a refund and they attempted to upsell and give me 2 months for the $21 and my next charge would be on August 20th! I refused and said no, I want a refund.
  She explained that refunds are not allowable outside the 3day period beyond sign up. I didn't sign up. The rep cited the service terms and conditions.. that I received via sms message (I did not). The rep finally canceled my membership.. that I never signed up for.
  Then after seeing the multitude of others this has happened to I called back, once again insisting on a refund. The rep then insisted I agreed to the terms simply by purchasing what was fraudulently sold to me and that the location has to address my situation.. the location that 1) lied about what they were selling and 2) are not available by phone.
  
  This company is NOT delivering proper terms and conditions to customers upon promotions. It is false advertising, misrepresentation of charges and fraudulent recurring charges.

  Business Response

  Date: 06/24/2024

  We appreciate you contacting ModWash! For any inconvenience, we sincerely regret. On June 20th, you had a conversation with our corporate offices during which you were informed of our cancellation policy. Unfortunately, as things stand, you are not eligible for a refund on this specific account. We also have confirmation that you received the enrollment text immediately. You also used the services enough to recognize that they required a membership. For the inconvenience we have added 1 month of complimentary wash credit to your account, set to expire August 20, 2024.

  Have a ModTastic Day! 

  -ModWash 

• Initial Complaint

  Date:06/12/2024

  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.

  Was at the ********* location last Wednesday (May 29,2024). While going through the wash something hit my driver’s mirror and broke it.(all on video) spoke with The manager within minutes, fill out an incident report and was told someone would be in contact with me usually within 24 hours. Today is 6/5/2024, 7 days after the incident occurred. I have yet to talk to anyone other than someone telling me they have emailed the manager.I have left more than 4 messages to corporate number. I have been to the location 2 times to talk with someone. Both times the manager was not in and informed I need to call corporate.I have been to this location several times before, never any problems, workers are friendly and informative. But this is most definitely unacceptable. As of yet I have still not talked to anyone.
  
  Updated 6/5/2024. how is it that the (owner)can reply with a generic reply, but I can’t seem to get anyone to call me and talk to me about this issue?
  
  Today is Tuesday 6/11/2024 almost 2 weeks since incident. I left an e-mails and went by the store where incident occurred. Same conversation from manager on duty that he has sent information to his manager and should be hearing from some one soon.This has not happened and is unacceptable! When calling the phone numbers provided it goes to someone who takes information and tell me they will send it to someone who will get back to me. This has not happened. I would like to get this resolved.

  Business Response

  Date: 06/12/2024

  We appreciate you contacting ModWash! We regret any communication setbacks. There is a managerial change at that location. We've raised your problem to the highest level and will hopefully have a solution soon. 

  Customer Answer

  Date: 06/17/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: today is Monday June 17th I have yet to talk to anyone about this matter. I again called the customer service number, they told me they have sent the matter to multiple upper management managers. I understand a delay due to being short staffed I guess? But over 3 weeks and still yet to hear from anyone! This is not customer service! I need to get this matter resolved, it should not be this difficult to get a response!
  
  
  
  Sincerely,
  
  
  
  ******* ******* *******

  Business Response

  Date: 06/21/2024

  Hello,

   

  Thank you for contacting ModWash. We understand your concern. We did indeed escalate your issue. It was reviewed by the district manager. We apologize for any delays in communication. If you still have any concerns, please stop by the location in person and request speaking with the manager on duty.

   

  All the best,

  ModWash 

• Initial Complaint

  Date:06/10/2024

  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.

  A few months ago I enrolled in a membership with ModWash. I haven't been using the membership as the car wash isn't as close to my location as I would like and the monthly charges are too high for me to justify having personally. I've logged into my account on their website to cancel my membership but there is no option to cancel it there. Upon searching, ModWash says to either send an email to their customer support email address or call their customer support phone number in order to cancel it. I've tried both multiple times with no response to the emails that I've sent and when I've called the customer support phone number, it sits on hold forever and nobody ever answers. At this point it seems like this company is making it as difficult as possible to cancel memberships to take advantage of customers. I would like my subsciption cancelled and all of my personal information that is stored by ModWash to be deleted but there seems to be no way to contact anyone who is capable of doing this.

  Business Response

  Date: 06/11/2024

  We appreciate you contacting ModWash! We looked over your correspondence. We regret if you did not receive a response right away. Screenshots of your attempts to get in touch with us are attached. You did not give us enough time to respond when you phoned our Sites number, which is only intended for Real Estate inquiries. In addition, you quickly hung up on our Guest Advocate department. In any case, we have acknowledged receipt of your message and have canceled the subscription at your request. We are always happy to help! Monday through Friday 8:00am-5:00pm *************. Our goal is to assist as many customers as possible! We hope to hear from you again in the future and are sorry to see you go. The last day of your membership is July 6, 2024. 

  Have a ModTastic day,

  ModWash 

  Customer Answer

  Date: 06/11/2024

   
  
  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,
  
  
  
  **** ************