Complaints

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:07/29/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Russel speeders began charging more for their services without notifying customers (me) last year. The pricing for their ******* wash membership increased by $10.00 per month with no prior notification. I had no issue with this until they began charging additional fees to wash the rubber mats in vehicles.
  After discussing with the manager, the negligible price was determined to be of no issue.
  Last week on 7.21.24 I requested mats to be washed for the additional $8.00. After going through the car wash it was determined that my rear cargo mat had not been washed. After speaking to the manager, he stated that cargo mats are no longer washed due to people showing up with their trunks full and the R.S. team needing to empty and re-load the trunks. My trunk had no items in it.
  At this time the manager took my rear mat and washed it for me.
  Today on 7.28.24 I asked for my mats to be washed including my trunk cargo mat. A manager told me it is now their policy to no longer wash cargo mats due to insurance and the risk involved. There has been no notification or signs posted to indicate this.
  I do believe that companies shall inform their members of increased prices and decrease in services shall such an occasion occur.
  In a previous visit, a team member of R.S. Indicated that they were hesitant to wash cargo mats due to the Jennifer Dulos murder case which included R.S. washing mats of a vehicle that was involved in the case.
  Disrespect and attitude towards customers based on increased pricing and decreased services seams to be %100 un-excusable. Customers should be made aware of the changes in service and allowed a reasonable time to reconsider if the change is acceptable to them and their budgeting. I have been a ******* member for (6) years paying $65.00 a month until the uptick in price beginning January of 2024 to $75.00 a month. Cargo mats are still removed for all other vehicles, but not washed. All I request is to be notified of pricing changes in writing.

• Initial Complaint

  Date:07/09/2024

  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.

  Paid for a single car wash once at Russel speeder car wash, they have been billing me for a year now 40$ a month and I just caught on to it.

  Business Response

  Date: 07/09/2024

  Hello,

  I spoke with Jason today and confirmed the last 4 digits of the card being charged.  The attachments show that I have refunded him ($442.28) for the months of Non usage and canceled the membership.  I included the email I sent him after I was done.

  Thank you,

  Kathy K***

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

• Initial Complaint

  Date:07/01/2024

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 paid for a membership I can't use and workers are disrespecting me when I question why I can't take advantage of my money I spent

  Business Response

  Date: 07/01/2024

  Hello,

  Here is the only account that I found in the name of ***** ******.  It had been canceled in March because the credit card wouldn't go through for the next months payment.  I will reach out to the customer to find out more details and get back to you.

  Thank you,

  Kathy K***

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

  Customer Answer

  Date: 07/02/2024

  I was arrested for trespassing on the property and I have a monthly service with them.

  Customer Answer

  Date: 07/10/2024

  This matter has not been resolved, I still haven't received my refund and I was trespassed and arrested and ended up in the emergency room for trespassing and I still have an account with them because I have yet to receive my refund. I received a phone call from the BBB while in the emergency room but I can't find the number to return the phone call.

• Initial Complaint

  Date:06/19/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my membership about a month ago and my card is still being charged. When I call to try to resolve the issue I cannot get a hold of anyone but an automated service. No actual customer service.

  Business Response

  Date: 06/20/2024

  Hello,

  The above reports show that this account has been canceled as of 5-26-24 and was used all through the month.  If Mr. ****** is being charged, it might be on another account that has not been canceled?

  Thank you,

  Kathy K***

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

• Initial Complaint

  Date:06/18/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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 signed up for this car wash with multiple cars. They're very persistent that you sign up for a monthly plan whenever you go to get a simple car wash. This has happened in the past where the monthly plan will go from $10 up to near $50 despite being told it would be somewhere in a $20 range. There is no way to contact them at their corporate headquarters or local phone numbers as they all get redirected to a voicemail that states you have to reach them online I did ask for adjustments on the previous billings because this is not what I was told The charges would be. We were overcharged for all our vehicles over the past year and again when we gave them a second chance just recently. I'm not getting any responses from this business I will try here in an effort that management hears my complaint.

  Business Response

  Date: 06/25/2024

  Hello,

  I sent the above email to Mr. *** to get some more information about the account in question.  I will follow up with you as soon as I hear back from him.

  Thank you,

  Kathy K***

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

  Customer Answer

  Date: 06/26/2024

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

   

   

  I was working with Kathy at Russel speeders.

  I don't agree with what we were billed for all these months. She explained the details But it's not what we were explained numerous times. 

  Overall the membership was never clearly described I feel your representatives are hurried to sell a membership even to those who just want to come in for one car wash. They're not clear enough about the near $50 monthly fee for the family plan. Then almost $30 a month for each additional car. 

  Ultimately I don't think we have any solution other than canceling. I've asked Kathy to cancel and assist with some previous months costs because we have discussed this before. 

  It takes contact with the BBB to get a clear response. There's no phone number to call to actually speak to anyone. I tried the phone number it refers me to the website. 

  I was reading through online I know others feel the same way. The sign up pressure is high each time asking for one car wash and details are left out. 

  I'm not sure where else we can go with any of this.

  Thank you.
  
  
  
  Sincerely,
  
  
  
  **** ***

• Initial Complaint

  Date:06/13/2024

  Type:Billing 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.

  I have cancelled my subscription online at least 3 times but I continue to get billed. I’ve emailed Russell speeders and tried calling. I continue to get charged despite my request to cancel!

  Business Response

  Date: 06/13/2024

  Hello,

  I was able to find ******* account and refunded the last three payments and have canceled the membership for her, as you see in the attachment above.

  Thank you,

  Kathy K***

  Customer Answer

  Date: 06/13/2024

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

• Initial Complaint

  Date:06/11/2024

  Type:Billing 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.

  I had cancelled this membership recently. I thought I was on the cheaper plan, but for some reason I was put on the top tier membership plan. How do I learn about this? From a $42.00 withdrawal on 6/10/2024 from my account. I emailed their service team for cancelation and to request the refund but whatever reason they only sent me the cancelation email with no confirmation of a refund. Mind you, under my membership number, I never used the service within this billing cycle and I refuse to knowing well I did not intend to pay for such an expensive service. This is the first time I've renewed the membership in this cycle. I only want to discontinue my access to the service and get my money back. They don't seem to have any way to do that and I'm not really happy, that's 42 dollars I can use right now. Keep in mind I was sold this membership AT the carwash line, whoever made that mistake really messed with my finances.

  Business Response

  Date: 06/25/2024

  Hello,

  Mr. ********** account has been refunded and the membership has been canceled as noted in the attachment above.

  Thank you,

  Kathy K***

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

  Customer Answer

  Date: 06/25/2024

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

• Initial Complaint

  Date:06/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just wanted my car washed once but they signed me up for a monthly service. I have been trying to cancel it and have not been successful and there’s no way to confirm a cancellation!! It’s such a rip off

  Business Response

  Date: 06/03/2024

  Hello,

  ******** account was canceled today and she was only charged for the one car wash.  I attached the above screenshot so you can see it has been canceled.

  Thank you,

  Kathy K***

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

• Initial Complaint

  Date:06/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went through their car wash on 6/2/2024 the tracks grabbed my tire turned iit around and popped the valve off. I need to get my car towed and replace a tire. Which I pay their monthly plan and this same car wash did this last time but pushed my car out the drying area and almost popped my tire the first time. The worker Said it was fixed went through and this time I ripped the whole air plug out and between the tow and a new tire this is insane and to pay the monthly plan on top is not correct.

  Business Response

  Date: 06/11/2024

  Hello, 
  We are saddened to hear that one of our customers has had a less than pleasant experience with us. Here at Russell Speeders, we take quality very seriously and hold our team to high standards. ****** ***** became a member of ours on 8/823. Prior to this incident, she has been to our specific location a total of three times. During these visits, there has never been a report of any issues of any kind, pertaining to any wrongdoing of her vehicle. While reviewing the footage of the complaint in question (6/2/24 @ 12:24pm), we were unable to see any issues pertaining to a tire from her vehicle, or any vehicle during that time frame. Furthermore, Ms. ***** failed to reach out to any members from our team on site to advise of any damages to her vehicle. She also did not complete a damage report in an attempt to ensure we look into this incident. My entire staff has been trained and are prepared to help facilitate any damage claims that may occur during a customers visit. If this issue had been brought to our attention immediately, it would have been addressed immediately by myself or the other manager John, on site. 
  

  We will continue to hold ourselves to a high standard, as it pertains to both quality and customer experience for all parties that enter our facility. There is video footage of cars exiting our tunnel without tire damage during the alleged time frame. The file was too large to attach here, but we would be happy to share them if needed. 
  

  Please advise if there is anything further we can assist with. 
  
  Thanks,
  Robert M****** *** 
  General Manager
  Russell Speeders Car Wash

  Customer Answer

  Date: 06/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I went and talked to your staff they said you do not cover any damage and write an email which there is no location and you can see that my tire was flat and I had to pull off the street right in front and into the gas station. Again I will never use your car wash again. I had an account for 3 years before your company opened up with the prior car wash and never had an issue. So disgusted with your response sounds just like the staff you have misleading cars into your ***** car wash. Maybe you need to have your so well trained staff to take accident reports instead of saying they are not responsible 
  
  
  
  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.

  On 4/7/2023, I paid for a car wash for my 2001 ***** at the Russell Speeder Carwash on ****** **. in ******** **. I was told I couldn’t get the car vacuumed without paying for a service that would last a month, so I bit the bullet and paid the $47, knowing that I would only use it once, since I only wash the car in the spring to get the salt off. I was not told that this would be a recurring monthly payment, and unfortunately did not see the payment on the **** bill until a few days ago. I have not been back in a year, but have paid them roughly $564 over the past year (I am just using $47 X12). I never got any notice that this was happening, which is unlike any recurring payment I have ever signed up for, and I think it is unethical and should be illegal. I would like a full refund.

  Business Response

  Date: 05/10/2024

  Hello,

  I emailed Mr. ***** to let him know that I processed his refund request with our accounting department.  He will receive $622.05 for the months of unused membership he paid for.

  Thank you,

  Kathy K***

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