ComplaintsforLulu's Exterior Express, LLC
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Complaint Details
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Initial Complaint
06/07/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Lulu's Car Wash I purchased car wash for 30 days at an ***** Carwash. There was no sign that explained it would continue to charge my credit card unless canceled. Continue to charge my credit card for 2 months. - when I asked that they refund my money as I was unaware of the membership they told me I could not be refunded. I definitely did not sign up for a membership and I think this should be illegal. I see multiple people complaining about the EXACT same issue. Why do they keep getting away with this?Initial Complaint
06/02/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I was originally informed at Lulu’s car wash that a membership would be $30 for one month. The attendant went out of her own way to tell me about the membership, it wasn’t something I was inquiring or interested in. She also failed to properly inform me that it would be a monthly recurring fee and not a one time payment for each month I decided to use the membership. Had I been properly informed about the terms of the membership I would have happily declined. There wasn’t any contract or anything in writing with my signature to show I made an agreement with the terms as well. I request that company takes responsibility for the mistake made by one of their car wash attendants by reimbursing me for the month of June which I have not and do not plan on using their car wash. I am referring to the Lulu’s Car Wash on ******** *** ***** ** ******Initial Complaint
04/21/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Lulu's Car Wash I purchased car wash for 30 days at the ******** ******* ** ****** ***** ********** There was no sign that explained it would continue to charge my credit card unless canceled. Continue to charge my credit card for 4 months. I would like my four months of service I paid for without further charges to my credit card. I spoke to a manager at the ******* ** ** ******** **. Manager informed me I could not be refunded.Initial Complaint
04/18/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
The membership was cancelled by my request (not fully aware that there was a membership), contacted Lula's to cancel membership, I was told that the membership was cancelled, however, money was taken out of my account 3 times at the sum of $17.99 x 3=$53.97. I would like to receive my money back paid to me in full and a email letter indicating that the membership has been cancelled. An attempt to have this done via phone call and speaking with their customer service, nothing has been done at the present time.Initial Complaint
07/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On May **** 2022, I got a simple $20 car wash between ******* Afterward I went to a dog park and while getting ready to leave there I noticed that the shark fin antenna cover on my **** *** ******* had come off in the car wash. I immediately called the only Lulu's car wash number, the corporate one. I filed a complaint and was told that the manager of the car wash would call me back to see if he found the shark fin cover had been found. After waiting for over a week, I never received a call. I called back and spoke to someone about it. That person tagged the district manager to the report and said I would be called and that I wouldn't need to call back. After waiting a couple weeks, I again never heard back. I, again, called back and spoke to someone about the issue only to find out that the report was filed for a missing item and not for an incident report. After talking to the customer service agent, the incident report was finally filed and I was told to go to the car wash and speak with the manager to file a incident report with the manager and they would take pictures for the report. I went to the car wash and spoke with the manager only to be told to leave my name and number for the district manager to call me. I never heard from them. I never received a single call or message or email or voice mail or any related means of communicating with me since this incident has happened.Initial Complaint
06/30/2022
- Complaint Type:
- Billing Issues
- Status:
- Unresolved
Membership expired on ********2. After speaking with store employees ahead of time I was advised to cancel ON or BEFORE the expiration date to stop my payment for the next month. I canceled my membership on ********2, but was charged for the next month. The printed receipt I received for every service used at this location stated the expiration date was *********. I spoke to the LuLu's national call center and spoke to a supervisor, Emily, on ********* at approximately ********T, who stated it was my fault for not canceling sooner. This practice is misleading and unlawful. Please advise on any recourse permitted.Business response
08/19/2022
Business Response /* (1000, 5, 2022/07/11) */ We state, in writing, that the membership must be cancelled 7 days before the bill date. This is something every customer signs when signing up for a membership. When speaking with the same customer service rep, we were informed that this customer did not cancel until ****, which the day after the bill date. Consumer Response /* (3000, 7, 2022/07/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) The information provided in the response from the business stating I canceled on **** is not true. I canceled my membership on ****. The day my membership expired. I spoke to management on ****, while I was there receiving my final service for my paid membership as stated on the receipts you receive every time you get serviced at this business.
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Customer Complaints Summary
8 total complaints in the last 3 years.
3 complaints closed in the last 12 months.