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Business Profile

Auto Body Repair and Painting

Driven Brands Shared Services, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Body Repair and Painting.

Complaints

This profile includes complaints for Driven Brands Shared Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 7 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/18/2024

      Type:Order Issues
      Status:
      Answered
      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.
      Take 5 Carwash will not cancel my membership and they keep charging my credit card. There is no way to contact them directly and emails go unreturned. I was told canceling was easy just go online. That is not the case. They engage in deceptive business practices with intent of bilking customers for extra money.

      Business Response

      Date: 11/19/2024

      Hi *****

      We received your cancellation request on November 6 and on November 7 your membership cancellation was processed.

      You were not billed after your cancellation was processed. You were emailed a cancellation confirmation on November 7 and 15.

      Per our Terms and Conditions cancellation must be received 7 days in advance and no refunds will be issued for unused portions of membership. 

      Full Terms and Conditions may be found at: **********************************************

    • Initial Complaint

      Date:06/03/2024

      Type:Order Issues
      Status:
      Answered
      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.
      Take 5 car wash has engaged in deliberately deceitful employee sales training. They encouraged the misrepresentation of the terms of their membership and hide behind a wall of inaccessible customer service by outsourcing to powerless overseas call-flow-scripted people who can only message the actual customer service people, who are slow and inadequate in response, Take 5 coached and trained the staff member who was standing at the car wash entry to upsell me to a monthly membership. Without my asking, they offered that take 5 made it super easy for me to cancel anytime "you just go to the website, very simple". The response to my question "when do I have to cancel by?" she said you can cancel any time up to a month from today, so the 18th". The cancelation on the website did not work in the days leading up to the 18th, and on the 18th I emailed customer service at 6am saying the website hadn't worked, but I wanted to cancel. No response. After calling and writing multiple times and requesting a call, then seeing they didn't charge for another month on the 20th, I called again. Finally on May 30, someone emailed to say the terms of service required 7 days notice and therefore they wouldn't refund me. This was never communicated and in fact a person a foot from my face explained the terms differently. This is deliberate obfuscation business model practice and the insistence on continuing to hide behind it proves it; the business model takes (5) precedence over customer care and satisfaction.

      Business Response

      Date: 06/04/2024

      You membership has been terminated and a refund for $20 (your last payment) has been issued back to your credit card.  Please see attached.  You are not due the full refund you requested as you used the membership through the first month.

       

      Customer Answer

      Date: 06/05/2024

       
      Complaint: 21785427

      I am rejecting this response because:

      My contacting the BBB to help you be better was an act of advocation for other consumers. In that spirit, you JUST giving me $20 I first asked you not to charge me doesn't reach the bar. 

       

      While I agreed to pay $20 to use your car wash for a month, I did not agree to spend an hour and a half of my time wading through your parade of poor customer service to get a refund for the second month you autocharged me. You STILL have not responded to the email I sent on the 18th, which indicated my failed attempts to cancel online and desire not to continue. By failing to respond to that, FIVE more attempts at reaching you for a resolution were required, and finally with this SIXTH attempt you offer a single month's refund. 

      For a fair resolution, in addition to the $20,  I'm requesting the following: 

      -you to listen to the excruciating first call to your outsourced ****************** and to acknowledge the person was completely unable to understand what was being asked and acknowledge that it's a flawed cost-saving measure. 

      -you to listen to the second excruciating call and acknowledge that you, too, considered slitting your wrists just listening to it and imagine it would have crushed your will to live if you were actually the one making the call to keep from getting ripped off by a car wash.

      -you to personally review the training practices for sales people in *********** and throughout your organization and confirm back to me the specific terms of cancellation language that should have been and will be used in training going forward. Preaching: When you're bum-******* people literally captive in their cars, you have an ethical obligation to have the in-person contact be specific and accurate. No one in that position can read whatever terms you have, and if you aren't vigilant in your training, I'm left making my decision based on whatever random terms the nice lady makes up. 

      -OR- tell me you'll take my thoughts under consideration and pay me for my time teaching you about your poor training and customer service. I bill at $160/hour and you got 1.5 hours. That's a steal if you take it. Seriously, I'll even do a followup call with a trainer for free. 

      Sincerely,

      *****************

      Business Response

      Date: 06/07/2024

      The requested refund of $20.00 has been issued and the account has been terminated. 

      Customer Answer

      Date: 06/10/2024

       
      Complaint: 21785427

      I am rejecting this response because:

      It is in no way a response to my previous communication; it demonstrates apathy . 

      Sincerely,

      *****************

    • Initial Complaint

      Date:04/08/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I cancelled my membership IN PERSON at Take 5 Goo Goo Car Wash and was still charged for another month weeks later. I have tried calling the location in **********, ** and have left voicemails during business hours and they have still not returned my calls. I would like to be reimbursed for the charge that was made AFTER I cancelled my membership within the allotted time frame and would like confirmation that my account is actually cancelled so that I do not get charged again.

      Business Response

      Date: 04/08/2024

      Hi *******.  

      We sent you this message via email on Friday 4/5.  Please respond via email so we can process your refund. 

       

      --------------------------------------
       
      Thank you for contacting the Car ****************** Team.
       
      Your Monthly Unlimited Membership ********* has been deactivated and your credit card will no longer be charged for renewal. 
       
      I would be happy to process a refund for the amount of $29.99. Unfortunately your credit card cannot be used for this refund. Either it is no longer on file or the Point of Sale system at this location does not allow for refund via credit card.
       
      We have two options for you to receive your refund:
       
      If you would like the refund deposited directly into your account, we need the Information below. 
       
      1. A Voided check copy showing your name and bank account info.   (Best Option)
      2. An ACH document from your bank showing the account information and your name. 
      3. The below Information 
            ACH Deposit information
            Bank Name:
            Bank Address:
            Bank account holder name: (payment must be issued to this person)
            Bank ABA routing number:
            Bank account number:
       
      This process takes 4-6 days.
       
      OR
       
      If you would like a check instead, we will need your full name and mailing address. This process takes 4-6 weeks.
       
      It is our pleasure to serve you,

    • Initial Complaint

      Date:07/05/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      GooGoo Car WAsh Club has made fraudulent charges on my **** account for the past 4 months. I never asked for or requested GooGoo Car wash club. The only time I used this **** card at the GooGoo Car Wash at ******************************************************************, my debit card would not work and I had to use my **** card as there were cars behind me in the queue. This was the only way my **** card could have been accessed and my **** card number obtained. They have since used that number to fraudulently charge me for membership fee of $19.99 per month for the last four months. I firmly believe this is an organized process that this complany is using to steal from the public. Please beware and reconsider using this car wash company.

      Business Response

      Date: 07/10/2023

      I'll certainly refund the full amount, minus the first wash you did use.  Your account has already been terminated. 
       
      That is 3 payments of $***** and the original payment of $***** minus the $***** wash received. 
       
      Total is 4 x ***** - ***** = $69.96

      That refund is currently being processed. 

    • Initial Complaint

      Date:02/01/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      sent email on 12/9/2022 to cancel my membership. cancellation request was received with ticket# ******. did not receive a confirmation #. emailed again on 12/12/2022 and received cancellation # of ***** and stated they would merge these together. my sticker on my car wondow is *********. emailed again on 12/17/2022, I tried to call on 1/5/2023 , 1/10/2023 ,1/19/2023 and 2/01/2023 and was put on hold until i was disconnected.

      Business Response

      Date: 02/02/2023

      Hi ******,

      We sincerely apologize for the delay in processing your request. 

      I have terminated your account in our system, and you will no longer be charged for renewal. 

      We are also happy to refund the two charges for $19.99 that were incurred since your initial cancellation request on December 9th. If you can provide your current mailing address, we can send a paper check to you in the amount of $39.98.  Unfortunately we have no way in our computer system to do a refund directly back to a credit card. 

      Customer Answer

      Date: 02/03/2023

       
      Better Business Bureau:

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

      Sincerely,

      ***************************

    • Initial Complaint

      Date:01/10/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 12/21/23 I took my car through their $10 wash (********************** location). There was very little soap, and the brushes barely touched my car. The rolling brush (which also gets the top of the car) that is supposed to spin around as it presses on the windshield, that did not function. It spun but never touched my car's windshield.I have, since around this incident, emailed the corporate and what I assume to be the local franchise about the problem, *three* times. I waited patiently after each email to get a response.So far, no one from ******* has contacted me. Are they are ignoring my complaint? If so, it is horrible customer service, too. So, 20 days have gone by at this point. Please advise. Thank you.

      Business Response

      Date: 01/11/2023

      We apologize for the delay.  We responded to you yesterday and apologized for the experience. We also let our site manager know of your experience and sent you a top wash.

      Customer Answer

      Date: 01/12/2023

       
      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,

      *******************

    Driven Brands Shared Services, Inc. is NOT a BBB Accredited Business.

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