ComplaintsforExpress Wash Holdco, LLC

• Initial Complaint

  04/04/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  On March 11,2024 @ 11:15am I was in line waiting to be serviced at Moo Moo car wash, paid attendant continued through following instructions of Mr.**********, Mgr. After wash was completed green light which is a symbol to go. Exited car wash I went to dry off vehicle with towel starting with the driver side. Once on the passenger side drying off the car with towel my hand went over an area that was not smooth, which caused me to stop drying and inspect the vehicle. To my amazement there was a dent on the passenger side by the wheel well. I couldn't believe what I had seen. I instantly went to the office and spoke with Mr. **********. An incident report was completed, I took a picture of report. Mr. ********** stated he was short of help and would review the video later and assured me that things would move expeditiously. I reported to my insurance agent Mr. ******** and informed him of the incident, his response was the car wash is held responsible for my vehicle, because their car wash caused the damages. It is now April 4, 2024 and have yet to hear from Moo Moo. I need my vehicle repaired. I never saw video even after multiple request. Thank you for your help in this manner.

  Business response

  04/05/2024

  Thank you for sharing your concern with us, we would be happy to look into this further. Could you please provide which location you were at when this occurred? We will get it over to the Management team from that specific site to review your concern further. 

  We appreciate you reaching out and allowing us to review your concern. 

  ***** ******

  Customer Service Manager

  Express Wash Concepts. 

• Initial Complaint

  03/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Bee Clean Car Wash - Cambridge debited my checking account for $40 in January and February. They were not authorized to take this money from my account. 

  Business response

  03/19/2024

  Thank you, Mrs. ******, we would love to look at your account further. Please call us Monday - Friday ###-###-####. Our Customer Service team will take a look at your account to determine where the charges are stemming from. Thank you for allowing us the opportunity to take care of this concern for you. 

  Thank you,

  ***** ******

  Customer Service Manager 

  Business response

  03/26/2024

  Thank you for chatting with me today in regard to your concern. As we discussed, I have refunded you the $80.00 that you requested and have reviewed our records to be sure no additional charges should be coming out of your account. It appears you were set up for our Monthly Wash package which is why you were billed the charges in question, please let me know if you have any other questions. 

  ***** 

  Customer Service Manager 

  Customer response

  04/10/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.

  
  Hello, this is ***** ******** calling with a complaint. My ID number was 2 1, 4, 5, 3, 6, 2, 4, and it was against express car wash. They have settled with me. I thank you very much for everything. Bye you.
  
  Regards,
  
  ***** ******s

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  After documenting and submitting a formal complaint onsite the same day, Flying Ace Car Wash denied my claim after having the molding ripped off of my vehicle after going through their wash on Sunday, February 11, 2024. They denied it because they said my car was too old (2013 ). It only has 71,000 miles on it and was in immaculate condition until this happened. Unfortunately, I didn’t find out this happened until I got home and by then it had put several scratches on the side and rear passenger side of the car. I asked them after the claim denial - "if my car was too old to go through the wash, why did you sell me the unlimited package" - they had no answer for me. This car was in great shape with no loose moldings so I feel they should be liable to pay for the repairs!!

  Business response

  03/06/2024

  Thank you for reaching out regarding your damage claim. Our site Manager reviewed your claim as well as video footage and photos, and it was determined that our wash did not cause the damage to the vehicle. We are sorry that you are not satisfied with your experience at this location. If you have additional concerns regarding your claim, we ask that you please speak to the Manager at the site for understanding on the wash cycle. 

   

  Customer response

  03/07/2024

  As you can see by the attached picture the car wash ripped this molding from the top of my car.  I didn't look at my car onsite after the wash and didn't realize it until after I got home.  I heard a noise as I was driving home but thought it was some folding chairs I had in the trunk.  When I realized the molding had been ripped off of the car when I got home, I pushed it back in place to avoid further scratches and immediately went back to the car wash to have the complaint documented by ******.  He was very thorough and seemed to indicate this would be taken care of.

  More than a week went by then I received the call from someone at the wash saying the claim was being denied due to the age (2013) of my car!  Now they are saying there is no surveillance video proof from the camera system at the wash?  The original person calling me made no mention of cameras not showing the damage the wash created just that my car was too old.  No one ever offed to let me review the surveillance pictures and I'm sure by now they have been lost or overwritten.

  I have spoke with the car wash and was denied and called corporate and they said all claims are handled by each individual location.  This is unacceptable and very poor business practice.  This car only has 71,xxx miles and was in perfect garage kept condition until the wash ripped off the molding.  Oh and by the way, if my car was too old to safely go through the wash why was I sold the unlimited car wash package to begin with?  I expect the molding to be fixed and scratches to be repaired/buffed out.

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/4/2024 My mother took her 2007 Ford Focus to Clean Express after church. When we went into the car wash, we heard 2 loud noises on the passenger side when the brushes were going along the side of the car. When the car came out I noticed there was still soap on the car, I got a rag to clean the soap and water since the dry part of car wash did not do it. When I got to the passenger side of the car I noticed the mirror was hanging off. I went inside and spoke with *****, he filled out a incident report and said someone will call my mother in 72 hrs. Wednesday she didn't get a call until Friday 2/9 we scheduled to see the video tape 2/15. Upon viewing the tape we were told that since her mirror had a little gap at the top the brushes pulled her mirror off. This car has been car washes a lot over the years without having a problem until we went to Express Clean. They are saying since there was a small gap it's our fault the mirror came off. If this car in its current condition has been to multiple car washes over 5 years with out a problem until 2/4 at Clean Express. All my mother wants, is for them pay to have the mirror repaired. Its a power mirror and it still works it just needs reattached. The Store # 607 ** **** * *** ** **** *** *********** ** ******

  Customer response

  02/22/2024

  Hello, 

  Please see attached complaint #********. In regards to Incident report at carwash.  All we want is to have the mirror repaired. It still works it just needs reattached and We feel the carwash should pay for it since the machine knocked it off.  I advised them this car has been to other carwashes for over 10 years and nothing has happen like this before.  The Manager said to me and my mother if it was her choice she would pay for it.  But she said it was not her decision to make it would be the corporate office.  I called them and they said that would be something the location manager would have say yes or no on getting it repaired. The location manager pass it back to corporate, We are getting two different stories. The carwash did not send this to there insurance company to see if this is something they would cover. All we want is for them to pay to have the mirror re-attached.   

  I hope you can help.

  Sincerely, 

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

  Business response

  03/06/2024

  Thank you for reaching out, we are sorry to hear that you are still not satisfied with your experience with us. As we discussed on 3/6/2024, we will send this to our Area Manager for further review. As the original claim was denied due to age and prior damage to the vehicle prior to coming into our site on this day. We pride ourselves on our customer experience and we want you to know that we appreciate you are taking the time to share your experience with us. We look forward to working with you to come to a positive resolution. 

   

   

  Customer response

  03/13/2024

  Complaint # ******** We got a estimate on the repair and the car wash said they will pay to have it fixed. I told the car wash company, that the BBB has reached but they have not responded. The Manager ***** was advised but I don't know if she will reply or not. Being that they are paying to have the repair done we are happy. Thank you

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On 01/22/2024 between 6:30 and 6:40 pm the lift gate at moomoo car wash at store #*** located at **** ***** rd, had an malfunction and hit my pickup twice in the same spot causing damage, after attempting to drive through. This incident was witnessed by the attendant on site and video footage at the location. I was told by the site supervisor ******* ******** that this issue has been happening all week but management was doing nothing to fix the issue. I filed a incident report and was contacted 5 days later by the site manager ******* ********** whom claimed after conducting an investigation the lift gate didn't cause any scratches, which I never claimed it did but rather damage. He continued to lie saying nothing was wrong with the gate and that it never hit my pickup twice. I then followed up with a call to their headquarters where a report was taken via phone call and I was told someone would be in touch. A week later (Today) I called their headquarters again for a follow up and was repeatedly hung up on after being told i was being transferred to a manager. I would like the company to take responsibility for the incident and to pay for the damages done to my pickup. I have read multiple stories similar to mines and it appears that moomoo doesn't like to take responsibility for their mishaps which is a shame seeing how much money they make. I've been a loyal customer for a year now and spend $40 a month on my unlimited washes and this is the way they treat me. I can see a lawsuit coming very soon!

  Business response

  02/07/2024

  Hello Mr. *****, thank you for reaching out. We are deeply sorry no one has reached back out regarding this. I have personally re-sent your complaint along with this information you provided to the operations team that reviews and handles these complaints and they will get back to you ASAP.

   

  Thank you for your patience!
  

  Customer response

  02/07/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21250886
  
  I am rejecting this response because: I have been told this already multiple times and haven't received not one phone call from anyone associated with your company. After doing some more research me and an associate of mines, who happens to be a litigator for a law firm, have found similar stories by others where your company has said the same thing, someone will be into touch soon. When is soon because you guys are running out of time before I exercise other avenues of obtaining compensation for damages done to my pickup!?
  
  Regards,
  
  ******* *****

  Business response

  02/12/2024

  Mr. ***** is currently working with us on obtaining estimates for his damages. He will be getting these back to us by 2/13 and he will continue to work with ******. 

  Thank you,

  ***** 

  Customer response

  02/16/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21250886
  
  I am rejecting this response because: I have obtained 3 estimates as requested. The lowest being $1359.50 and the highest $2292.44. I dropped off the estimates at 3:** today at location #** and texted ****** as requested by him yet i never received a response. I called ****** at 4:16 to verify if he received my text and he didn't answer. I'm convinced that this company hires anyone with a pulse and state ID. I mean just pay up and let's get this over with! 
  
  Regards,
  
  ******* *****

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Approximately a week ago. I visited this location. 1st time as well. After paying $22.00 I went through the automated car wash. After completion, I returned home. Walking around my vehicle, it was not clean by any means. Actually, terrible. Reached out multiple times to their customer service. To date, I have had no reply, communication from them.

  Business response

  02/12/2024

  Mr. ******, 

  Thank you for reaching out regarding your concern with your wash, we are sorry to hear that you are not satisfied with the service. We would be happy to review your refund, if you could please go back to the wash site that you purchased the service. They will be able to review this with you to determine the refund status. 

  If you need additional service, you can reach us at ###-###-####, M-F. 9-5 EST. We would be happy to answer any further questions you have. 

  Thank you for being a valued customer! 

  
  ***** 

  Customer response

  02/21/2024

  
  
  Complaint: 21240912
  
  I am rejecting this response because: 

  I have sent multiple emails in regards to this issue. I have heard nothing back from anyone except, a reply to my review on the business. Then I received a call from a *** area code, no voicemail was left. I unfortunately do not have time to run back to the location and explain myself once again. So I feel your suggestion is unacceptable. 
  
  Regards,
  
  ******* ******

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Moo Moo Car wash was having promotion on opening a new car wash in New Albany for a $1.00 They would not take a dollar, we had to use our charge card. To our surprise when we got our bank statement they charged us $40.00. We did not give them our permission to extend the month of car washes we feel they owe us $39.00 they took from our bank account. We feel this was a rip off.

  Business response

  09/19/2023

  Thank you for reaching out, the $1 promotion we were running was for the first month of our Unlimited Wash Club membership, a reoccurring monthly membership that bills once a month. That was explained on the screen when you selected the deal and you selected the green Agree button (the only way to pay and sign up for the membership which you did). Attached is the history on your account showing it was used several times, twice after the last bill of the $40 for the second month on 8/21/2023. Since it was used after the most recent billing we cannot process a refund for you. The membership is still usable through the end of this billing cycle that ends on 9/20/2023. 

  Customer response

  10/19/2023

  BBB entered from handwritten note received via US Mail from consumer:

  In response to the answer from Moo Moo Car Wash, I don't agree at their response.

  I have their receipt for $1.00, that I agreed to pay. It does not say that they have the refight to take my more money out of our account. They refusesd my $1,00. They had to have my credit card.

  They had a big sign in front for a $1.00. We seen nothing else on it or around it.

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

  ###-###-####

  Business response

  10/19/2023

  The receipts is only for what you paid that day, therefore will only show the $1 purchase. TO get to the point to pay the $1, you have to read the notice on the screen about the monthly membership and how it will auto-charge every 30 days until cancelled, than you have to click a button to agree to those terms to get to the payment screen to pay the $1. We are not hiding behind anything, the $1 promotion is marketed always as getting a the first month of an unlimited reoccurring membership for $1, not 1 month of free washes for $1 and then it stops. Again, we're sorry for any confusion but due to the fact the membership was continually used we cannot give you a refund, if you have abstained from using the membership after the billing date we would've been happy to assist in a refund but since services were used we are unable to process a refund. 

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Saturday, 9/2/23 at 11:59am I was on my way to pick up my grandparents for their surprise 69th anniversary and wanted a clean car and stopped by **** * ***** ** in ************ Ohio. I have a 40/mo unlimited membership and I trust(ed) this service. I pulled into the wash at the direction of the kid waving me up and my high performance Pirelli tire was instantly destroyed by your belt (along with my TMPS sensor on my front drivers side. Not only did this cost me a new tire and TMPS sensor on a tire with less then 2,000 miles - I missed most of the party which is something I can never get back. I had to get a tow, and since it was a high performance vehicle, the only place I could go was the dealer. I sent the car wash an inquiry on 9/2 and waited patiently for a response and I never received a response at all. At the dealership, I decided to not replace the tire and I put on a full set of all weather tires. I am not unreasonable, I am asking for ONE tire ($319), and the TMPS sensor ($140) ($459 total) to be credited to my account. Something is wrong with that specific car wash but if you make this right for me you won't lose my business. You can check the cameras and check with the staff that day, it occurred at 11:59 am on 9/2 I drive a cobalt blue 2023 Acura TLX Type S. Thank you for your review. I have attached the invoice from Acura, page 2 is a quote for the One Pirelli tire ($319), and the TMPS sensor damage is on page 1 ($140). Page 3 is the documenting stating Moo Moo's belt did the damage. If you don't want to make this right for me, please cancel this membership and lose my business for a lifetime, and I will take another route to get the money back. Thanks, ******* ******** ###-###-####, *********************

  Business response

  09/13/2023

  Thank you for reaching out, we are sorry to hear about the damage to your tire! All of our incidents have to be filed at the location they occurred at in person to fill out the proper documentation for us to investigate the cause of the damage and, if it was the fault of our wash, to cover the damages. We will not cover any damages without going through this process in person. If you would like to start that process, please visit the location on Broad St you visited and they will assist you in filling out the correct paperwork.

  Customer response

  09/15/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20590420
  
  I am rejecting this response because:  I have attached the documentation you requested so you can continue to review. 

   

  Thank you
  
  Regards,
  
  ******* ********

  Customer response

  09/22/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20590420
  
  I am rejecting this response because: It has been 7 days since i filed the incident with the location, as requested. I have not been reached out to by the location, and I even called and left a message and have not heard anything. Clearly this location is not going to handle the situation. When the issue occured I sat in the parking lot for over an hour and waited for a tow and no one told me to file a report there, I filed online that day and never heard back even though the online portal said I would hear back in 5 days. I file a BBB complaint and follow the instructions and again have been ignored by the location. I have provided the documentation for the damage, I just want my tire that your company damaged and the TMPS meter that was damaged paid for as stated on the invoice.

  
  Regards,
  
  ******* ********

  Business response

  09/22/2023

  I'm sorry that you've been having issues reaching the location but there is nothing I can do at the home office to get this covered or paid for. As mentioned in my previous messages, that is all handled by the location. Our staff is busy so phone call is not the best, I would stop by the location and speak with the manager in person to help get this resolved. I'm sorry but there is nothing more we can for this issue, please contact the site for all communication regarding your incident moving forward.

• Initial Complaint

  09/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went to the car was at **** * ***** ** and Site Manager ***** ***** was at payment kiosk. I had an old tag on my window which was torn and the car wash could not get it off and my new tag laying on my dash right below. ***** was yelling so I rolled down my window to hear what he was saying. He said I needed to stick tag to the window and I told him I would once we removed the old one. ***** reached into my car and grabbed the tag without my permission. I told him I understand his company policy but he should have not reached his hand into my car and grabbed it. He could have asked me to hand it to him. He refused to return the tag to me. I asked for managers contact info and he refused to provide. I asked him to give my tag back and he tore it up. After I went through car wash, I asked him to cancel my account because he tore my RFID tag into pieces and he walked into office and tried to apologize for me being "frustrated" and I told him him I am not frustrated he should have not reached in my car to grab anything. He raised his voice and said "This will go one of two ways" and I replied with the same escalated tone of voice asking him who was he yelling and talking to and he walked out saying he refused to help me. ***** is a terrible representation of your company and needs to be trained on customer service and not to mistreat customers.

  Business response

  09/06/2023

  Thank you for reaching out and letting us know of this! We know you spoke with one of our CSAs this morning about this already and the message has been passed along to the proper management to have them handle it. Someone will be in touch once they have an update on the situation. 

  Customer response

  09/11/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20564104
  
  I am rejecting this response because: I have not been contacted by anyone from your company. Nor should any of your employees, especially the manager, treat a customer the way I was treated. The manager had several options besides reaching his hand in my car without my permission to grab something. 
  

  Again, he tore up my tag and your company is still trying to collect the next monthly payment from me?
  

  I would like to be contacted by the business and receive 6 months of free car washes. I have patronized your business and been a monthly member for some time now and deserve better treatment as a customer. Please contact me by phone at 937-838-4000 or by email at *******_******@yahoo.com

  
  Regards,
  
  ******* ******

  Business response

  10/02/2023

  Apologies for the slight incorrect information. Your account does renew on the 9th, you were able to use services until the 6th when the altercation occurred, so you were able to use the services a majority of the month (26 our of 30 days). And we have acknowledged the behavior of James in each of messages and have apologized for his actions and how we do not condone his actions. We have taken appropriate actions internally to address his behavior to ensure it doesn't happen again. We have nothing more to say on the matter, James behavior has been addressed almost a month ago and as stated in previous messages, due to you misusing the tag during those 26 out of 30 days you were able to use the membership we will not be giving any free or complimentary months. We are also not requiring you to pay for the individual value of each wash you have redeemed on your account, per our policy regarding loose tags and the terms and conditions you agreed to, as our way of apologizing for Jameses behavior.

  Customer response

  10/04/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20564104
  
  I am rejecting this response because: 

  An employee of your company provided the tag to me without attaching it to my windshield. Your company has failed to acknowledge the issue at hand. I did not steal the tag and not place it on the window. Your employee handed it to me and said put it on the dash. Obviously training needs to take place and the customer should not be faulted. I also have been through your wash multiple times for months and no one said anything about it the tag not being on the window. I fully understand your are going to reference your policy and that you are attempting to avoid liability. The fact remains that I still paid for a full month of service I did not receive because of your managers bad temper and reaching in my car to remove something without my permission. 
  

  I do have a lawyer I have already spoke with regarding the issue. I have simply asked for a reasonable accommodation because your manager lacked good judgment by reaching in my car without my permission, treated me poorly as a customer, and due to the fact I was denied the ability to use the remainder of the month on my pass where i could have washes my car 30 times during the time period if i choose to. Considering the circumstances, I believe a free month of washes is reasonable.  You have made no attempt to correct the situation and I would appreciate if your company could do so 
  

  
  Regards,
  
  ******* ******

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I came in to get my car washed august 31st as my car was washing I heard a huge bang like my car got hit on my passenger back side as soon as my car got done I notice it left a dent with the paint off my car and a scratch on the rear passanger side they won’t let me see the video when I was told to go up there to see it now there trying to say someone marked my car as in saying it was already a mark there when there was never a dent with my paint scratched off worse customer service not helping kept hanging up on me when I called multiple times kept having me go around in circles knowing that the damages came from them

  Business response

  08/04/2023

  Thank you for reaching out and we are very sorry to hear that we were not able to reach a satisfactory resolution through our damage claim process. Please know that we take claims of damage extremely seriously, thoroughly investigating each individually with our onsite video, pictures, statements, and knowledge of our equipment and respective physical operations. With that said, and after careful review, we are unable to accept responsibility for something we did not cause. While we know this resolution is disappointing, we stand behind our team's review and decision. It is our company policy to not share video footage with customers, I'm sorry you were told otherwise. Once again, we are very sorry and understand your frustration. We hope you have a good day.
  
  

*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. ↩