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

  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:05/29/2024

  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 3/22/24 I went to Modwash in Kent, OH. I chose the highest priced wash at $28. An attendant asked if I would like 30 days of unlimited washes for the same price. I said no, she persisted. I asked if this was only for one month and confirmed that there would be no reoccurring billing to my debit card. I was assured this was a "special" for thirty days and I would not be charged any other fees. I finally said yes then on 3/23/24, $28.00 came out of my bank account as I expected it too. I came back from vacation, used the service once. Then on 4/23/24 I was charged $49.99. I did not authorize this charge in no way, shape or form. In fact, I was assured by the attendant that this would not happen. I reached out through email to their client service guest advocate email. I explained the above situation. Then I was sent an email that my membership had be cancelled but I would not receive a refund. I reached back out to the guest advocate again explaining that I never signed up for a membership, nor did I authorize a monthly fee of $49.99 to be withdrawn from my account. I was told I was not getting a refund. Then I called (************ which was a number that I found on the Modwash website and was directed to email [email protected]. I received a response very quickly, was asked for my phone number, license plate, email and the last four digits of my debit card. I thought this would be the end of this. Then I received an email telling me that I had to contact the Kent, Oh location. So, I call them, and I was put back into the guest advocate call center. I waited on hold for over 20 minutes only to be told I was not eligible for a refund. I escalated to that person's manager, where I was told I still would not receive a refund. I asked to speak to her manager, and she refused to give me any more information. I was told I received an email confirmation of my membership. I just want $49.99 refunded, as I did not authorize this debit or membership.

  Business Response

  Date: 06/03/2024

  We value your communication with ModWash. We sincerely regret any inconvenience that you might have encountered. Our corporate offices notified you on May 6, 2024, that there was no eligibility for a refund on your account. When you reached our offices on a holiday weekend, outside of our regular business hours, our weekend provider ******** did their best to help. You got in touch with us again 22 days after your initial refund request was turned down by our offices. We politely declined your refund request and asked you to stop screaming and using foul language three times during that period. There would be no more action taken at this time. We appreciate that you may reject this message, but please know that we really apologize for any trouble, irritation or frustration you've suffered. 

  Thank you for your understanding.

  Have a shining day, 

  -ModWash 

  Customer Answer

  Date: 06/05/2024

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

  I reached out, on May 27th through your website, after I reconciled my checking account and saw the billing to my account for $49.99 (on May 23rd).  The reason it took me so long to reach out is because I did not know I was going to be billed monthly.  Only after seeing the $49.99 removed from my account, did I realize that I had been baited and switch at the point of purchase.  That is when I contacted you, Modwash.  Since I was told, that I had only paid for one "1" thirty-day washing pass that was unlimited for just those thirty days (3/23/24 through 4/23/24), I had no reason to contact you or log into an account or assume that I would be charged for something I did not sign up for or purchase...which was a monthly membership at $49.99.  Since May 27th, I have been going round and round with your company.  Honestly, looking at reviews I am definitely not the only person who has had this experience.  Below is the first communication that I had with your company requesting my refund.  In addition, Modwash makes it really hard to respond to the emails by GuestAdvocate, by not allowing a response the emails. Every time I tried to respond to Guest Advocate ********, my email was kicked back undeliverable.  Forcing me to go back through the Modwash website contact page, copy and paste the previous communication, add my response and then send it to GuestAdvocate.

   

  Conversation with ******** ******
  
  
  Inbox
  Search for all messages with label Inbox
  Remove label Inbox from this conversation
  
  
  
  GuestAdvocate <*************************> May 2, 2024, 5:02?PM
  
  
  
  to me
  
  Thank you for contacting ModWash!
  We are sad to see you leave, but we're happy to assist you with your cancellation request. Please reply with your license plate and phone number that the account is associated with. To better understand, may I ask the reason for canceling your membership? We value all of our members and would love to hear feedback, as we are always looking for ways to improve.
  Could I offer you a discounted rate to continue services with us? You could get 20% off your monthly billing. If you are interested, please let me know and I will happily make that adjustment!
  Have a shining day!
  ********
  Guest Advocate
  
  
  On Sat, Apr 27, 2024 at 9:22 AM, <*************************> wrote:
  Conversation transcript
  *******[9:22 AM]:Hi, I was billed $49.99 on April 23rd. I did not and do not authorize this charge. I was approached by an attendant and asked if I wanted 1 unlimited month for the cost of the most expensive one-time wash. I said sure, however now I am being charged $49.99 a month. Please cancel and return $49.99 to my account. I do not wash my car enough to warrant this monthly expense.
  
  Disclaimer
  The information contained in this communication from the sender is confidential. It is intended solely for use by the recipient and others authorized to receive it. If you are not the recipient, you are hereby notified that any disclosure, copying, distribution or taking action in relation of the contents of this information is strictly prohibited and may be unlawful.
  
  This email has been scanned for viruses and malware, and may have been automatically archived by ********, a leader in email security and cyber resilience. ******** integrates email defenses with brand protection, security awareness training, web security, compliance and other essential capabilities. ******** helps protect large and small organizations from malicious activity, human error and technology failure; and to lead the movement toward building a more resilient world. To find out more, visit our website.
  
  
  ******* ******* <*******************> May 3, 2024, 8:36?PM
  to GuestAdvocate
  
  Hi,
  
  
  There are a couple of reasons.  
  1. I was not told there would be an ongoing fee.  2. I wash my car by hand in the summer.  3. I am moving out of state at the end of July.
  I would like to cancel and have my funds returned.
  
  
  ************ * *** ****
  
  
  Thanks for your help and response.
  ******* *******
  

   

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

  Business Response

  Date: 06/05/2024

  Hi *******,

  We completely understand that you rejected our response, which is what we expected. The terms of service are available to you on ModWash  .com under the terms of use, and we sent them to you via text message (see the attachment). In any case, 6 days after receiving said charge, you got in touch with us. We require 3-day notice for cancelations. Furthermore, that billing cycle concluded on May 21, 2024. Your complaint was brought to management's attention on May 28, 2024, at around 11:01 am, and you were kindly requested to abstain from using profanity three times within that period. Although ModWash was more than willing to help, we were forced to stop talking to you because of the way you were acting.  We sincerely regret for any inconvenience this has given you; nevertheless, your issue has been settled.

  Have a ModTastic Day,

  ModWash 

   

   

  Customer Answer

  Date: 06/05/2024

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

  I have explained to you why I contacted you when I did.  I have provided documentation.  You win.  It's fine.  But know this, I will make sure that everyone in Kent, OH, that I know will be made aware of your company policy to train your employees to bait and switch customers.  Although, I do not live in Kent right now, I have lived there the majority of my life.  I know a great many people who make Kent their home year-round and are not college students who are transient.  The fact that you took my money when I did not agree to this is not cool.  I have never asked for the initial fee that you I paid to Modwash, because I knew I paid for...or so I thought.  You know full well that this has happened on more than one occasion and not just to me.  What goes around comes around and trust me you have a lot of competition in the area.  I will make it my personal mission to let anyone, and everyone know what low quality operation Modwash is in Kent, OH.

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

• Initial Complaint

  Date:05/22/2024

  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 April 15th I went to get my car washed. It was the first time I ever used Mod Wash and was only planning on a one time wash. When I pulled up to the kiosk I ask the employee what the price was for a full wash and wax and she said well if you sign up for a one month subscription it's the same price and you can get as many washes as you want ($31). I asked if this was a one time thing or was it going to repeat every month. She said oh no it's just for the month. I said okay as long as it's not going to bill me again next month. On May 15th there was another charge to my account for $53).
  When I called corporate and told them that I did not authorize this charge I was told it's against their policy to refund my money but they can cancel it after the month. I said so it's your policy for you employees to lie to your clients. I asked to talk to someone higher up and was told they were all in meeting. I said I would hold, after about 35 minutes she kept telling me they were still in a meeting but that she spoke to her manager and she said the same thing. I know it's not a lot of money but it's the point they lied and took the money without authorization. I do have my bank statements if needed.

  Business Response

  Date: 05/22/2024

  Hello ****,

  We appreciate you contacting ModWash! We genuinely regret any miscommunication. We also regret that you had to wait so long to talk with a manager; Thursday is when we have a number of meetings with higher management. We give a promotional rate for your membership at the time of enrollment and send you a text message containing a link to the terms and conditions. We saw that once the membership price was billed, you did not register the account. Unfortunately, we did find after looking into your account that a refund is not possible. But since we appreciate you as a customer, we have added a month's worth of free washes to your account. This offer expires on July 15. We express our gratitude.

  Have a shining day! 

  -ModWash 

  Customer Answer

  Date: 05/23/2024

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

   I was never told that I needed to go online to complete a registration. I receive a lot of emails many are junk so I just delete them. 
  The point is a ModWash employee told me that it wouldn’t be a recurring charge. I should not have had to go online to make sure she wasn’t lying to me. In my opinion this is a membership scam and you can keep your free washes. I will never use your car wash again and I have informed all my family and friends of your company’s business practices. 
  
  
  
  Sincerely,
  
  
  
  **** ********

  Business Response

  Date: 05/24/2024

  We deeply regret that this is how you feel! We operate in a fair and appropriate manner. We are unable to verify if any inaccurate information was given but confirmed that written information was provided. As a customer, we respectfully request that you carefully read the terms and conditions before committing. We work hard to gain our customers' business and trust because we value them. Kindly inform your acquaintances and loved ones that ModWash made an effort to inform you about our membership requirements. In the future, we hope to regain your business. Sorry for any misunderstanding. Your feedback is important to us. 

   

  Have a ModTastic Day! 

• Initial Complaint

  Date:05/21/2024

  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 charged a monthly fee of $20.00 for several months after I was told by the company that my membership was cancelled.

  Business Response

  Date: 05/21/2024

  Hello ****,

  We appreciate you contacting ModWash! For any inconvenience, we sincerely regret. We could have resolved this issue sooner if you had contacted us by phone, email, or chat. We have a committed team of Guest Advocates available and eager to help you. We were able to find an account that belongs to you. This specific account was used at 4:16 p.m. on March 18, 2024. We observed that following that, you did not use the wash. You are eligible for a refund within 60 days as per our refund policy. Your refund has been processed $19.99x2, and there will be no more billing. We sincerely hope that this fixes your problem. I hope you have an amazing day.

  -ModWash 

• Initial Complaint

  Date:05/17/2024

  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 bought a wash plan on April 18th. On May 16th I canceled and they charged my account almost double of my plan cost the first month. I didn’t realize it was going to go from $30 to $52. Their site is almost impossible to find pricing on the site. It’s difficult to navigate. I called and they said I had to cancel three days prior to billing date. I do not know why billing was less than a month. They said their policy is to not break from policy. They refused to issue a refund. I see numerous cases on the BBB website where they issued refunds. This was not even unreasonable. I asked to escalate to a supervisor. At first she said it was corporate office and there was no escalation. I asked to talk with her boss. At first she refused. After saying it again she said all supervisors were in meetings. Then finally she offered a callback but said it might not happen for awhile. It was a complete runaround. My account number was my phone ************

  Business Response

  Date: 05/17/2024

  Hello *****,

  We appreciate your communication with ModWash! We regret any inconvenience that this has brought about. I apologize for not being accessible when you called me today. I was indeed in a very significant meeting with my ticket agent, and Senior Guest Advocate, it was a really crucial meeting with a service partner that provides our Ticketing system, so that we may introduce new techniques to be more efficient. That was not, in fact, the runaround. In any case, my team and I have been instructed to enforce our policies consistently. We do need three days' notice on cancelation. Even if you canceled the account the same day it was billed, we do not issue a refund.

  Since you opened the account online, you were given access to the complete terms and conditions as well as the pricing. This is the main explanation for the refund rejection. We completely comprehend how frustrating it might be to receive an unexpected charge. We really regret about that. We loaded a complimentary one-month subscription that you can use through 7/15/2024 and no further billing will occur. We truly appreciate your business. 

  Have a shining day,

  ModWash 

   

   

   

  Customer Answer

  Date: 05/17/2024

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

  I have no desire to have an extra month of service .  Looking through responses on the Better Business Bureau site you have indeed submitted refunds many times.  An extra month is no different that a refund.  As I told your representative we will be away not even using a vehicle from next week until the middle of next month.  I was charged two days prior to a month  I canceled on that day. If this is not resolved to my satisfaction with the Bureau I will continue a negative review campaign on the net .  I did look the three day policy was indeed mentioned but the large increase in price was not  I tried again and pricing is not up front .

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

  Business Response

  Date: 05/17/2024

  *****, I appreciate you getting back to me. We completely comprehend your annoyance and sense of rejection. Since every situation is unique, the denial in your case is legitimate. Furthermore, since our system is automatic and bills on the same day each month, it is not feasible that you were billed two days earlier. In your instance, you joined up on April 16, 2024, and you were billed on May 16, 2024. We know you want to be heard, and we sincerely do not want any negative feedback, but if you feel compelled, please let everyone know that we gave you the terms and conditions and the cost when you enrolled. Furthermore, you did not ask any questions regarding your subscription before you were charged. Never forget that we are here to assist! 

  -ModWash 

  Customer Answer

  Date: 05/21/2024

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

  It is a poorly done site with the increase in charges not clear. You have in fact given people refunds in the past. I have no use for an extra month and that is no different in price than providing a refund. Vacation and traveling over the next two months would prevent us from even using it. I was charged earlier than a month. 
  
  
  
  Sincerely,
  
  
  
  ***** ************ **

• Initial Complaint

  Date:05/17/2024

  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 April 15, 2024 I went through ModWash for one car wash. They were running a promotion at my location & the young man said one month of car washes cost as much as one car wash right now. I agreed to sign up for one month, thinking the benefits would end in 30 days. The young man made no mention of reoccurring charges, nor did the receipt I was given. Fast forward for 5/15 my credit card was hit for $23.31. I have made attempt to email them but just keep getting my emails sent back. I’m hoping my online cancellation went through properly. I wish to receive a refund along with verification my card will not be charged again in June. Or ever again. I will not be returning.

  Business Response

  Date: 05/17/2024

  Hello *****,

  We appreciate you contacting ModWash! For any inconvenience, we sincerely regret. After looking into your account, we concluded that a refund was not necessary. Our customer must cancel three days before the billing date, per our request. Furthermore, repeated use indicates familiarity with the membership. The receipt that you attached printed on it read: ModWash Membership Terms, ModWash will charge my credit, ModWash reserves the right to, no refund, and Membership may be cancelled, Next bill date? 1 month 

  We did let you know ahead of time, our sincere apologies if it was missed. We did extend your membership for a complimentary month to add value to what you paid.

  Thank you for your business! Have a ModTastic Day!

  Thank you for your understanding,

  ModWash 

• Initial Complaint

  Date:05/14/2024

  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.

  I went to get my car washed and the kid came to my car and said if you pay 28.00 you can wash your car as many times as you want in a month. I thought I would try it so I ended up washing my care 2 times. On Friday May 10th I noticed a charge for 49.99 on my Credit card. I called the company and they said I signed up for the monthly service. I asked them to remove the charge because I didn't sign up for anything nor was I told anything about this. They refused to refund my money and said they sent an email. I did get an email that said to sign up complete the information. I did not want to sign up for anything so I ignored it. I did not sign anything or check any agreement box so I would like this refunded. I will not go to a place that dishonestly signs you up for an account that you never agreed to.

  Business Response

  Date: 05/14/2024

  Hello *****!

  We appreciate you contacting ModWash! For any inconvenience, we sincerely regret. ModWash adheres to total openness in all of its billing procedures. Although we acknowledge that you did not create an account or look into our efforts to enlighten you more, the enrollment email and text are intended to provide Terms and Conditions following the purchase. Like many businesses, we provide a 30-day trial membership that automatically renews after that time. In order to be eligible for a refund, you must cancel before we charge you. We are sorry, but your account is not eligible for a refund. Rather than causing any inconvenience, we have added a complimentary month of service to your account, which is scheduled to expire on July 9th, 2024. 

  Have a shining day,

  ModWash 

   

  Customer Answer

  Date: 05/14/2024

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

  If you check you will notice. I never open the email or the text. So there's no way I could have known about this. And I was not told when I took the $28 car wash that it was a 30 day trial. I was told it was especial they were running. Also I did call and cancel while the payment was pending, so it was not charged yet. I do not want an extra month. It didn't even clean my car well if I don't get a refund. I will call my bank and dispute the charge. And they will pull it off and then if I have to talk to an attorney I will do that next because I am not going to be charged for nothing I did not authorized. I do not do business with scammers. And that's exactly what this was

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

  Business Response

  Date: 05/15/2024

  Hello *****, 

  I appreciate you
  getting back to us. We are sorry that this is how you feel. ModWash is not accurately represented by your complaint. Before you were
  billed, we gave you the details outlining the charges that you received. It's
  crucial for customers to read the terms and conditions that businesses offer.
  so that you won't be angry when they stick to their terms and conditions later.
  Unlike scammers who typically withhold information from victims, ModWash is not
  a scam and is fully transparent. We provide our guests with services and amenities. We believe we have
  done our research in your case; ***** No further actions will be taken.  Again, we sincerely apologize
  for any inconvenience, and hope you have a shining day.
  

  Sincerly,

  ModWash 

  Customer Answer

  Date: 05/24/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I did not know any of this and I called when payment was pending. I have not used this at all this while month and don't intend to so with that being said I will make sure I let Everyone I know and your ******** page that this is a fraud and do not used your credit card.  Other business tell you it's a trial and that was never mentioned to me.  I will talk to my union attorney and find out what my next step is to receive my 50.00 back 
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:05/09/2024

  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 am writing to bring to your attention a concerning experience my husband and I encountered at ModWash. Our visit, intended for a standard car wash service, resulted in a distressing instance of deceptive pricing and unsatisfactory customer service.
  
  Upon our arrival, we opted for what we believed to be a single wash service priced at $11. However, we were persuaded by a staff member to enroll in a monthly unlimited plan, under the premise that it would cost the same. Regrettably, this was not the case. We discovered a charge of $19 debited from our account. To our surprise, the following month, this charge escalated to $32.09 without any prior notification regarding an increase in fees or change in the promotional rate.
  
  I promptly contacted ModWash's customer service department and to our dismay, the representative conveyed that the $19 charge was promotional, a fact omitted during our initial transaction. Despite our rightful expectation of transparent pricing and the absence of a receipt or explicit communication regarding promotional terms, the customer service agent declined to process a refund, citing internal policy.
  
  Of equal concern is the lack of pricing transparency on ModWash's website, which exacerbates the sense of ambiguity and distrust surrounding their business practices.
  
  I firmly believe that ModWash's conduct not only breaches fundamental principles of transparency and integrity but also constitutes a reprehensible exploitation of consumer trust. Therefore, I implore the Better Business Bureau to conduct a thorough investigation into this matter and take appropriate measures to hold ModWash accountable for their deceptive practices.
  
  I respectfully request your intervention to facilitate a resolution whereby ModWash refunds the overcharged amount, implements transparent pricing policies, and commits to upholding ethical standards in customer dealings.

  Business Response

  Date: 05/13/2024

  We sincerely regret any trouble or miscommunication. Our company's objective is total transparency. Our Terms of Use are available on ModWash  .com in the section dedicated to our Unlimited Program. Furthermore, as soon as you subscribe in the recurring monthly membership plan, we send you a text message. We apologize if this was missed, however we also have very clear signage at each site listing our current specials and prices. 

  Screenshots of your account, confirming that we attempted to notify you of the terms of your services, and a transaction history showing two uses after the billing date are attached.
  
  
  We appreciate your business and are sorry that you feel this way, but don't worry—we're working to put things right. We have added one free month (worth $49.99) to your account (ModMax). We appreciate your understanding in advance and ask that you please take advantage of this offer.

  Have a shining day,

  ModWash 

• Initial Complaint

  Date:05/03/2024

  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.

  On Dec.2 2023 I paid 39.99 for 1 month of carwashes. I cancelled any future subscription charges around Dec 29 2023 but they have continued to charge me every month for the last 6 months. When I called today they told me they can only refund 2 months and offered 4 months of free carwashes. Those "free" carwashes are costing me 160.00.
  I did as I was told at my one and only visit in Dec. which was to cancel within the 30 days and no future charges would occur. I spoke with a consumer advocate approximately Dec.29, 2023 and was told my membership was cancelled effective that day. No other charges should have been made.

  Business Response

  Date: 05/03/2024

  Hello!

   

  We appreciate you contacting ModWash! Accept our deepest apologies. As a business, we are obligated to respect our policies and maintain the highest level of consistency. If the account was not correctly deactivated, we sincerely regret. Had you notified us sooner, we could have taken care of the problem right away. We both take responsibility for the problem! Due to time constraints, we are unable to issue a refund for previous year's billing. We did provide refunds over a period of sixty days, and the account still has the option to receive wash credit. We sincerely hope that we can find a solution to address your frustration. I hope you have an amazing day.

  Refund Policy 
  Customers have 59 days from the time of the charge in question to bring it to the attention of Guest Advocate or on-site management. Any charges 60 or more days ago are not eligible to be reviewed for a refund.
  

  -ModWash 

   

   

• Initial Complaint

  Date:04/30/2024

  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.

  For the month of February Modwash charged my account 3 times, rather than 2 times. Two charges appeared on my debit card (approved), 1 charged my ******** card (not approve). The attendant did not do as I asked and change the payment card from debit to credit as our debit bank card was going to expire and new one be reissued. I called Modwash customer advocate phone number to inquire and they assured me a refund. I did not receive refund and they charged my account again in April. I have cancelled services with them but they will not refund me in the amount of 21.39 which I am owed from over billing, and will not refund me any unused amount now that I cancelled (an amount to be determined less than 19.99). There is no displayed policy that cancellation is required within 3 days from transaction in order to receive cancellation refund. They would not let me speak to a manager and claimed no record of owing refund. I can show bank statements.

  Business Response

  Date: 04/30/2024

  Hello,

  Thank you for contacting ModWash! We apologize for any inconvenience! We reviewed your account and determined that a refund is not warranted, here is the reasons why:

  We do not refund membership fees after the services have been redeemed. 

  After reviewing both accounts associated with your payment credentials, there was usage after the account was billed. Those charges are non-refundable. If for any reason you felt your credit card information was compromised and you did not redeem the wash services yourself, we ask that you dispute such charges with your bank. We are very clear on our cancelation policy as well, if you go to ModWash  .com you will see the Terms of Service. We apologize for any frustration, and we most certainly would like to make this right! We appreciate your business, and still consider you a loyal customer. We added one month of complimentary services to your account, valid through June 12, 2024. 

  Have a ModTastic Day! 

  -ModWash 

• Initial Complaint

  Date:03/25/2024

  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.

  Thieves bought unlimited car wash February 27th for my vehicle and my husband's vehicle we just went to use it and they wouldn't let us in told us we didn't have an unlimited plan Bull crap I even pulled up my bank account to show that they was charged twice February 27th for two plans upon investigating the day we went there they told us that their machines were down whoever was working at the Canton wash put in a license plate that does not match either one of our vehicles so you're charging me we can't even use it or account was stolen to abuse for other vehicles I just called mod Wash today she told me I only got charged once for February I'm going to submit proof that that's not true I was charged twice for February you guys stole my money and used my information for somebody else's car

  Business Response

  Date: 03/25/2024

  Hello ********,

  Thank you for contacting ModWash! We apologize for any inconvenience this may have caused. We investigated and determined that 2 memberships were purchased online on 2/27/24 with your payment method attached. ModWash did not enroll you or your husband in any membership. If you are saying that someone has stolen your credit card information, we suggest you contact your financial institution. We take this claim very seriously and we apologize if you credit card was compromised in some way. Rest assured it was not because of any malicious wrongdoing or fraudulent activity. According to our records one of those $10 charges on 2/27/24 was for a membership in your name in which the wash was redeemed 4 times after that date. The membership details include all your information, phone number, email, license plate, and payment. ModWash did not take that information, it was willingly provided to us somehow. The other $10 charge from 2/27/24 is for a second membership, also created online, perhaps for your husband. We noticed it has not been used and is soon to be billed. If you would like us to cancel and refund that $10 give us a call M-F 8am-5pm ************ we have a dedicated home office team available to further assist. We want to make this right and look forward to hearing from you! 

  Have a shining day!

  -ModWash 

   

   

   

  Customer Answer

  Date: 03/27/2024

  
  
  Complaint: ********
   
  
  I am rejecting this response because: My debit card was not stolen you guys just refuse to let him into modwash I called she cannot find my account I want it canceled and I want my money back for the second car wash he was not able to use I called the lady argued with me I'm not going to sit there and argue with you guys over it Yes I was able to go in that was fine I had no issue with my end they kept refusing him and let not letting him in telling him he didn't have an active mod wash Yes he did I bought them the same day and then being told on the phone that we don't I want my money back for his car wash since we never got to use it
  
  
  
  Sincerely,
  
  
  
  ******** ********

  Business Response

  Date: 03/28/2024

  Thank you for contacting ModWash! We apologize for any inconvenience. It appears you signed up online and a license plate or tag was not added at enrollment. Our system uses license plates as an account identifier. This explains why the location had trouble finding the membership in their system. Our apologies! We refunded the $10 enrollment fee to you already. If you would like to provide the actual license plate for the account, we will provide a complimentary month of washes on us! We are happy to help, give us a call or email at your earliest convenience. 

  Best wishes,

  ModWash 

  Customer Answer

  Date: 03/29/2024

  
  
  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. They submitted a refund
  
  
  
  Sincerely,
  
  
  
  ******** ********