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

  1788 E Main St Kent, OH 44240

• 

  Modwash

  1954 E Main St Ashland, OH 44805

• 

  Modwash

  505 West Ave Tallmadge, OH 44278-2120

• 

  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:06/26/2024

  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 forced to close this bank account to stop your theft policy.
  
  Since you will not be able to simply refund the stolen funds into the account, please mail a check to:
  
  Dr. ***** ******* *** ******** ****** **** ******** ***** ******** *****  
  I was first told in December 2023 by a "customer service" rep that the account would be closed. It wasn't. I was unable to check the account in January and February due to major health issues and was unaware that you were still charging me. I called again in March and was told the account would be closed. Again it wasn't. This is no longer an oversight on the part of ModWash it is a pattern of theft and deception.
  
  At this point you have stolen $279.65 from me and lied to me on every attempt to close the account and/or recover the stolen funds. If the account had been closed when ******** told me IN WRITING evidenced below, I would have been satisfied. Since you have insisted on continuing the theft, I insist on the full $279.65 that you have stolen since I was first told the account would be closed.
  
  Sincerely, ***** *******
  On 5/15/2024 4:12 PM, GuestAdvocate wrote:
  >
  > Thank you for contacting ModWash today!
  >
  > I was able to locate and cancel that account for you. You can, of course, utilize it until what would have been your next billing date (6/4) and on that day it will expire. Let us know when you are ready, and we will be happy to have you back as a member of the ModNation! See you at the wash!
  >
  > Be the positive ripple,
  >
  > ********
  >
  > Guest Advocate

  Business Response

  Date: 06/26/2024

   Dr. ***** *******,

  We appreciate you contacting ModWash! We regret learning about your encounter. Such claims are taken very seriously by us. At ModWash, we take pride in our clients and work hard to deliver exceptional service. We regret the billing error you experienced. We effectively closed the account as requested when you contacted us in May, and there were no more costs. Although you didn't ask for a refund at the time, we would be pleased to provide you with a $29.99 refund for the most recent month. We are limited to a 60-day return per policy. Please contact ************ Monday through Friday from 8:00 am to 5:00 pm, and one of our committed Guest Advocates will be pleased to help. Our goal is to find a solution to your issue as soon as possible. 

  Have a ModTastic day,

  ModWash 

   

• Initial Complaint

  Date:06/21/2024

  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.

  Went to Mod Wash 5/18/24, employee was standing at kiosk & told her it was first visit & how does it work? She said there’s a special today & whatever wash bought I could return for same x1 mth & I said wow, no hidden fees or tricks? She replied No, so figured it was a promotion to gain new customers, gave her my card, she put into kiosk & I paid $27 for the best wash which seemed pricey for 1 carwash & no vacuuming like ones I have gone to before. After I rec’d text msg “Welcome to ModWash! Please use this link to complete your online profile: ‘LINK’ Thanks for being part of the Positive Ripple!” I do not click text links & felt no need to create a profile for 30 days. Then on 6/18/24 @ 7am, got text from my credit card co. noting a charge from “Mod Wash for $53.30” I called Customer Service a few hours later, spoke with **** who said I signed up for monthly plan, she was unsympathetic & told me No, she would not refund the money but I can go to car wash next 30 days & plan will be cancelled on July 17th but I did not receive a text so I would like confirmation. I feel refund is appropriate since I was lied to & contacted your company immediately after I was made aware. I have been a nurse for over 30 years, treat people with respect & always try to do the right thing. If I had not specifically asked about add’l fees I might feel partly responsible but instead was flat out lied to by the attendant & the text should be required to note customer signed up for monthly charges. If video is available from 5/18 it would confirm this trickery. On my Internet search this appears to be common practice as employees likely get bonus $$ for it or there would be no reason to lie. If you do not issue a refund based on facts of my case it only reinforces that your company accepts this practice. My only mistake was saying, “this is my first time” & she saw ‘sucker’ written on my forehead. We are human beings not dollar signs, just wow, really great way to treat a new customer.

  Business Response

  Date: 06/25/2024

  Hi ******, 

  We appreciate you contacting ModWash! We regret learning about your encounter. Upon signup, we did send an enrollment text. All of the terms and conditions were spelled out in explicit detail if you had only clicked the link and provided some information. Furthermore, in order to participate in our promotion, you must be a member; you can verify this by visiting ModWash .com and viewing the home page. We are sorry for any confusion that may have occurred; we do not believe that we lied to you. In this instance, a refund is not permitted under our usage policy or our 3-day cancellation policy. But we have kindly added another month to your membership at no extra charge. We are grateful for your comprehension. 

  All the best,

  ModWash 

  Customer Answer

  Date: 06/30/2024

  Complaint: ********
  
  I am rejecting this response because your employee was deceptive & did lie when asked the appropriate questions. And your ‘fuzzy’ welcome text only confirms the same & imagine the legal dept said this “link”covers you & it’s likely ModWash has taken 1 mth or > of $$ from unsuspecting folks based on mult similar complaints read online. Also, due to the # of scammers today it’s typical to feel unsafe clicking a text link. If your msg had simply said anything along the lines of Thank You for enrolling in a membership, I would have investigated immediately & cancelled timely. Saying you cannot give a refund d/t not adhering to 3 day Cx policy on a membership I’m unaware of is ridiculous. Since you are the representative, you would be the one who could decide to make exceptions based on circumstances. It’s also rude that you did not even bother to provide a name Mr/Ms ModWash to know who I am talking with, unless you have scam fears or maybe you’re AI robot. And a free month offers nothing as I will never use any of the many nearby locations ever agin but at least I do have enough anger & access to print thousands of copies of BBB complaint/ response to share with others at the nearby businesses to educate & warn because had I rec’d such a flyer with the info, I would’ve never fallen for your lies/tricks. Even it only helps 10 or 20 people, it def seems worth it.  The only response required now is the statement I asked for which confirms my membership was cancelled & no further monies will be taken from my acct by you because I have rec’d nothing that says this - you could send me a 2nd text msg since they work so well for you. 
  
  Sincerely,
  ****** *******

  Business Response

  Date: 07/01/2024

  We appreciate you contacting ModWash. Every response is made available to the public and originates from ModWash. Sorry if this was misunderstood, but we are unable to confirm your assertions. Nonetheless, we are quite open and honest about how we bill. We only work with the facts, and the ones that were available showed the membership's consent and acknowledgment. We sincerely appreciate your feedback, and we sincerely apologize if you feel this way. You can be confident that we're committed to getting better every day. Thank you for your understanding. 
  

  Have a shining day,
  ModWash 

• Initial Complaint

  Date:06/21/2024

  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.

  On May 20th I visited Mod-wash and asked for a basic wash. The attended asked if I would like a month of washes for the same price. I asked if it was a recurring charge to which she said no. I again clarified "are you sure?" She said "yes, one time only". I received a paper receipt, with the charge listed and no terms or conditions. No email. No text. Nothing but the receipt.
  
  I was then charged $21 on June 20th. While researching I was surprised to see actually have an account with a monthly membership! and that you can upgrade but you cannot cancel online. Nor is there mention on the sight on how to cancel. So I called what I thought was the location, Only to be connected with the "corporate hotline" where I asked for a refund and they attempted to upsell and give me 2 months for the $21 and my next charge would be on August 20th! I refused and said no, I want a refund.
  She explained that refunds are not allowable outside the 3day period beyond sign up. I didn't sign up. The rep cited the service terms and conditions.. that I received via sms message (I did not). The rep finally canceled my membership.. that I never signed up for.
  Then after seeing the multitude of others this has happened to I called back, once again insisting on a refund. The rep then insisted I agreed to the terms simply by purchasing what was fraudulently sold to me and that the location has to address my situation.. the location that 1) lied about what they were selling and 2) are not available by phone.
  
  This company is NOT delivering proper terms and conditions to customers upon promotions. It is false advertising, misrepresentation of charges and fraudulent recurring charges.

  Business Response

  Date: 06/24/2024

  We appreciate you contacting ModWash! For any inconvenience, we sincerely regret. On June 20th, you had a conversation with our corporate offices during which you were informed of our cancellation policy. Unfortunately, as things stand, you are not eligible for a refund on this specific account. We also have confirmation that you received the enrollment text immediately. You also used the services enough to recognize that they required a membership. For the inconvenience we have added 1 month of complimentary wash credit to your account, set to expire August 20, 2024.

  Have a ModTastic Day! 

  -ModWash 

• Initial Complaint

  Date:06/12/2024

  Type:Customer Service 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.

  Was at the ********* location last Wednesday (May 29,2024). While going through the wash something hit my driver’s mirror and broke it.(all on video) spoke with The manager within minutes, fill out an incident report and was told someone would be in contact with me usually within 24 hours. Today is 6/5/2024, 7 days after the incident occurred. I have yet to talk to anyone other than someone telling me they have emailed the manager.I have left more than 4 messages to corporate number. I have been to the location 2 times to talk with someone. Both times the manager was not in and informed I need to call corporate.I have been to this location several times before, never any problems, workers are friendly and informative. But this is most definitely unacceptable. As of yet I have still not talked to anyone.
  
  Updated 6/5/2024. how is it that the (owner)can reply with a generic reply, but I can’t seem to get anyone to call me and talk to me about this issue?
  
  Today is Tuesday 6/11/2024 almost 2 weeks since incident. I left an e-mails and went by the store where incident occurred. Same conversation from manager on duty that he has sent information to his manager and should be hearing from some one soon.This has not happened and is unacceptable! When calling the phone numbers provided it goes to someone who takes information and tell me they will send it to someone who will get back to me. This has not happened. I would like to get this resolved.

  Business Response

  Date: 06/12/2024

  We appreciate you contacting ModWash! We regret any communication setbacks. There is a managerial change at that location. We've raised your problem to the highest level and will hopefully have a solution soon. 

  Customer Answer

  Date: 06/17/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: today is Monday June 17th I have yet to talk to anyone about this matter. I again called the customer service number, they told me they have sent the matter to multiple upper management managers. I understand a delay due to being short staffed I guess? But over 3 weeks and still yet to hear from anyone! This is not customer service! I need to get this matter resolved, it should not be this difficult to get a response!
  
  
  
  Sincerely,
  
  
  
  ******* ******* *******

  Business Response

  Date: 06/21/2024

  Hello,

   

  Thank you for contacting ModWash. We understand your concern. We did indeed escalate your issue. It was reviewed by the district manager. We apologize for any delays in communication. If you still have any concerns, please stop by the location in person and request speaking with the manager on duty.

   

  All the best,

  ModWash 

• Initial Complaint

  Date:06/10/2024

  Type:Customer Service 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.

  A few months ago I enrolled in a membership with ModWash. I haven't been using the membership as the car wash isn't as close to my location as I would like and the monthly charges are too high for me to justify having personally. I've logged into my account on their website to cancel my membership but there is no option to cancel it there. Upon searching, ModWash says to either send an email to their customer support email address or call their customer support phone number in order to cancel it. I've tried both multiple times with no response to the emails that I've sent and when I've called the customer support phone number, it sits on hold forever and nobody ever answers. At this point it seems like this company is making it as difficult as possible to cancel memberships to take advantage of customers. I would like my subsciption cancelled and all of my personal information that is stored by ModWash to be deleted but there seems to be no way to contact anyone who is capable of doing this.

  Business Response

  Date: 06/11/2024

  We appreciate you contacting ModWash! We looked over your correspondence. We regret if you did not receive a response right away. Screenshots of your attempts to get in touch with us are attached. You did not give us enough time to respond when you phoned our Sites number, which is only intended for Real Estate inquiries. In addition, you quickly hung up on our Guest Advocate department. In any case, we have acknowledged receipt of your message and have canceled the subscription at your request. We are always happy to help! Monday through Friday 8:00am-5:00pm *************. Our goal is to assist as many customers as possible! We hope to hear from you again in the future and are sorry to see you go. The last day of your membership is July 6, 2024. 

  Have a ModTastic day,

  ModWash 

  Customer Answer

  Date: 06/11/2024

   
  
  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: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