Complaints

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid for carwash in May 23, and didnt sign up for the monthly services. December 2024 I noticed a ***** charge from marc * carwash, which I didnt receive. I called marc * and explained my case and they refunded me back 3 months. I then looked at all my bank statements and then I saw that they had been charging me for almost a year and a half !!! I then called back to find out that they do not give out more than they gave me. The total is they took from me was about $600, and only refunded me back appox $*00.

  

  Business response

  01/31/2025

  Our records indicate that we did not receive any request for cancellation until December 31, 2024. As stated in our terms and conditions, membership will continue and automatically renew on a recurring basis corresponding to the term of your membership unless and until you cancel your membership, or your account is otherwise suspended or terminated pursuant to these Terms. We have processed a three month refund from the date of request.

  Customer response

  01/31/2025

   
  Complaint: 22820314
  
  I am rejecting this response because:  I never requested a membership, I only wanted a car wash that day and never noticed money coming out because I had no idea it was suppose to.  They can clearly see that I never came back for another car wash.  Why would they take money that doesnt belong to them and now dont want to repay me.  I never received any services and want my entire refund.  They took money for over a year, its fraud and Im a retired Army Vet who demand my entire refund or I will file a congressional.

  Thanks
  
  Sincerely,
  
  ******** ****;e

  

  Business response

  02/24/2025

  The membership in question was established on May 27th of 2023 and we sent a text message to welcome the customer to **** 1 carwash at ************** this message included the disclosure of membership and terms of services. The account was used multiple times up until June 23rd, 2023.

  The customer later called back asking for credits, we offered the refund of 3 months of service as a courtesy as we know that sometimes customers forget to cancel their services. At this time based on our disclosure of the agreement and multiple uses of the wash no further refunds where authorized.  We apologize for any inconvenience. 

• Initial Complaint

  11/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ****** Carwash ******, AL ******* 31 location, started a monthly charge to my credit card without my permission for a service that I would never have wanted nor authorized. This recurring charge to my credit card occurred for many months before I discovered it. I went to the local manager to explain what occurred, he agreed with me and attempted to refund the unauthorized charges, but eventually said that he did not have the ability to refund the unauthorized charges and referred me to ****-1's corporate customer service. I contacted ****-1's corporate customer service and they refused to issue a refund for my unauthorized charges. I researched on the BBB site and found another ****** customer had reported the same issue as mine, where an unauthorized monthly charge occurred for a service they did not sign up for.

  

  Business response

  12/10/2024

  Searching by phone number provided we have no memberships associated with the number nor have we any record of a call to look into this matter.

  Customer response

  12/10/2024

   
  Complaint: 22558514
  
  I am rejecting this response because:

  I'm not sure what number you are referring to, but I have a Barcode number ( ************  ) that is on a printout that the site manager gave me when he cancelled the unauthorized account and stopped further automatic charges to our credit card.  This same printout has my wife's name in the "Customer Name" field shown as "UNKNOWN ****** ********" The same site manager tried to refund the automatic charges that were not authorized by us, but he could not find a way to do that and referred me to your customer service. On 08/22/24 I called ************** and the customer service representative said she could not refund the unauthorized charges because it was not possible because of your company's cancellation policy for the service that we did not sign up for nor authorize.

  Again, someone at your company setup an account with automatic monthly charges to our credit card for a service we never authorized and would never use.

  And as a reminder, the BBB site shows another one of your customers with the same issues as we are reporting.

  Please refund the unauthorized charges.

  Sincerely,
  

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

• Initial Complaint

  10/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Marc-1 Car Wash has billed me three times in the month of September. I authorized the $16.80 charge, but there are 2 more charges at $30.99 each that was billed 2 days apart after the $16.80 charge. I have called them. A woman named ***** took all the information and said she would submit a request for ONE refund (the last one billed). She said I would receive an email withing 24 hours giving me an ID number. No email received. (The same thing happened to my husband on his account for his car- different bank). He has received an email with an ID number. We called again today, they say no record of my request, refused to take the information again. We are told you can not talk to anyone on the phone, you must reply to the email they send you. I have not received an email!!!!! I want them to refund me $61.98, the amount they have overchared me.

  

  Business response

  10/17/2024

  On  9/25/2024 Ms Harger selected to purchase our More level unlimited monthly membership at a special price of $16.80.  The auto renewal would then return to the posted price of $30.99 on October 25, 2024. I do see that the system did charged Ms Harger on 9/26 and 9/27 for $30.99 each.  On 10/7 Ms Harger spoke to a member of the management team on site and was given given credit for the October and November renewals moving her next payment to December 25, 2024.  As Ms Harger accepted the credit to the membership there is no further action needed.  

  Customer response

  10/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22371247, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Christine Harger

• Initial Complaint

  08/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  For some reason they are charging my credit card for who knows what i did not sign up for anything and I have no reciept or anything have not been to this car wash but one time. I need them to refun my money and quit charging me

  

  Business response

  09/09/2024

  This customer has already been canceled and refunded on 8/28/24.  She did sign up for our unlimited membership on her visit on 7/12/2024 at 3:22pm.  With a welcome email send on 7/12/2024 at 6:52 pm to the email provided. *******************
  
  Marc-1 Car Wash - Palisades
  ************************************************************************************
  ************
  08/28/2024 1:39 pm
  YOUR CASHIER TODAY IS : *****************
  Refund ID : 4183
  T1 Club Major36.99
  SUBTOTAL :36.99
  TAXES :0.00
  TOTAL :36.99
  CC Refund cc# :XXXXXXXXXXXX
  # 081267457 (ID :***** )

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6/25/2024 I washed my car at Marc-1 car wash in ******, **. When I got home and out of the car, I noticed 2 scratches on my door. They were at the edge, parallel, and showed white on the deep blue shiny paint. A third one on the front fender following the design shape. These scratches are from something up against the car body, not like a door ding. When we got to the car wash, the wash was turned off and I saw only 2 employees. It took awhile before an employee came out to us at the gate and assisted me with my card payment at the kiosk. During the wash, I felt and heard the first big roller on the driver side hit my door one time as it started to spin along the driver side. The next day I called the customer line to report the damage and was told I needed to go to the car wash and file a damage report with the manager. So the next day I did. The manager took quite a bit of time examining. my car, taking photos, and details about the car, plus when we purchased it. The following week, I received a lengthy reply denying possibility and validity of the claim that the car wash caused these scratches. This car is a 2019 ***** we bought May 14, 2024. The pristine deep metallic shiny blue paint was one of the things about this car that made it stand out from ********* model years for us. There are no other marks or scratches on this car.

  

  Business response

  08/12/2024

  Response to ********************* and Better Business Bureau 
  
  On August 5th, District Manager ******************************* asked ********************* to come by the ***************-1 location to look at our equipment, in an attempt to explain how the equipment did not cause scratches on the driver's side of her vehicle. On August 7th ********************* came by the Car wash around 5:30 pm. Upon getting out of her vehicle she expressed her concern about two scratches on the side of her vehicle near the driver side door. After further examination ****** pointed out another scratch and believes it was caused by the car wash. District Manager ******************************* examined the scratches and noticed the three scratches were down to the metal. The material on all equipment that is at the level of the scratches on the vehicle, is called neo glide. Neo glide is a soft sponge material. ******* walked ****** through the wash and let her feel the material and examine the area where she raised concern that her car was scratched. There is no missing material, all material was and is lubricated correctly. There have been no other complaints or claims that the equipment in the car wash scratched the side of someone's vehicle. 
  

  DM ******************************* conclusion: Upon examining the vehicle I noticed the two scratches that the customer pointed out. Both are down to the metal. On the front portion of the driver side back door about two inches apart.  The customer then states she didn't notice the third scratch on the vehicle on the same side but on the front fender. The Customer stated that the car wash probably caused that issue as well. After walking through the wash, we went back into the office and the customer still felt like the car wash caused the damage. I told her I would push the issue and discuss it with my superior. In my opinion the scratches on the customers' vehicles were already present. The scratches were down to the metal and the neo glide material would not have caused those scratches. We have had no other complaints or claims concerning the same issue. Also, the customer bought the vehicle used, The dealership could have used a paint pin to cover scratches and once going through the wash, the equipment washed the paint off (This is a very common issue when buying a used vehicle). In conclusion, we should not be held liable. 

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This morning I went to the marc-1 car wash at ********************************** As I pulled up to the transaction terminal, an employee greeted me and offered to help. I stated that I wanted to purchase the $25.00 wash. He said they had a special offer: free washes for 30 days, with the purchase of the $20.00 wash plus $5.00. I asked him if the special offer required signing up for recurring billing and/or membership, because I DID NOT want to do that. His answer: "No, it does not." I agreed to the buy the special offer, he swiped my card and gave me the receipt. In the wash tunnel, I looked at the receipt and read terms and conditions indicating that I did, indeed, authorize a recurring charge. Their employee deceived me into buying something I don't want. This deception is a serious matter, and I will take it to the ******* ************************* if they do not give me a full refund, eliminate the recurring charge, and remove my credit card information from their system.

  

  Business response

  09/22/2023

  Membership has been terminated & we will be reaching out to customer to gather information to refund. 

  Customer response

  09/22/2023

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

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have membership at ****** and went through their ********* wash and as entering the area where they have tubes sticking out to blow dry vehicle the tubes on right side struck my vehicle mirror and broke it off. They say they are not responsible because my vehicle is more than five years old. My vehicle is old but in very good shape and has been through this car wash many times. I dont know why on this day it made contact with those tubes but age of vehicle shouldnt be the concern as all my vehicles are more than 5 years old. If tubes are hitting cars or trucks no matter age they are subject to damage

  

  Business response

  09/12/2023

  After reviewing footage the decision was made to reverse the previous denial.  A team member is reaching out to make contact with the customer to repair the mirror.

  Customer response

  09/13/2023

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

• Initial Complaint

  08/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 7/4/2023 I went to Marc * in ****** ******* for a car wash. I pulled up to the Kiosk to pay for a basic wash. At this particular car wash, they almost always have an employee at the Kiosk to assist you with the transaction. For instance, they take your credit card from you and interact with the Kiosk for you. I told them I wanted a basic wash (8 or *0 dollars). They told me that instead of that they were going to give me free car washes for 30 days, because it was the 4th of July. Of course, I made sure this was free and that no additional charges would appear on my card. They assured me that, indeed, it was free and no additional charges would show up on my card. I thanked them for the gift and got my wash. The problem: on 8/4/2023, a charge of $*7.95 was charged to my credit card (a recurring charge). I didn't authorize that recurring charge. I called them and asked them to refund the $*7.95 and they informed me that I authorized the recurring charge on the Kiosk. However, I never saw the Kiosk, since their employee did the transaction for me. This is a very deceptive business practice! I have cancelled the membership but they will not refund the money. Can the H363*373932383*383*H help me resolve this please?

  

  Business response

  09/12/2023

  
  We have looked into this matter for *************** and will be refunding the 8/4 charge.  As the membership is cancelled and all card information removed *************** will need to provide the card information to process the requested refund.  Our agents are in the office Monday - Friday from 8 -********* time.  Please call us at ************** to provide this information.  I have sent a message to the number on file as well.

  Customer response

  09/13/2023

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

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Used car wash service and as I was paying a young lady offered to help put info into credit card machine. Told me it was customer appreciation day and I would get another free car wash that month (june2023) , no further obligation. I have not been back, but found a charge on my bank statement today charging me the monthly membership fee! I did not sign up for the monthly membership nor do I want it. Appears to be a fraudulent transaction.

  

  Business response

  07/28/2023

  I would like to apologize for this happening to you and want to confirm that it will not happen to any other customers. I have canceled this and I would like to refund this to you but I need you to call me at ************** so I can confirm everything for you.  Thank you 

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

  Customer response

  07/31/2023

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

• Initial Complaint

  07/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Have an unauthorized payment of $17.95. I did not sign up for a membership, I have called multiple times and cant get an answer, Ive also sent two emails and cannot get a response.

  

  Business response

  07/21/2023

  ***************** signed up at our ****** location on June6,2023 for our unlimited car wash membership.  On July 3, 2023 a the following text was sent to the phone number provided at the time of joining the membership: 
  Marc1 Welcome to the Club! Manage your account online & view terms: managemycarwash.com. You're enrolled in account text alerts.Reply STOP to end msgs. 
  Our Terms of Service are as follows:
  Unlimited ********* Terms of Service
  This membership is a monthly automatic charge on the numerical date in which the membership was signed up.
  In the event the customer wishes to discontinue or manage the Unlimited ********* Membership, requests must be submitted online at managemycarwash.com. Please allow a minimum of 7 days before the next billing date to process the cancellation of the membership.
  In the event changes are made to the membership after the billing date, there will be no refunds for partial months or non-usage of an Unlimited ********* Membership.
  Unlimited ********* customer must contact the *********************** to give notification when any contact or billing info changes, including but not limited to change of address, email or credit card information.
  In the event our car wash is unable to charge a customer's credit card, due to card expiration or change of information, the customer's account will be automatically deactivated after the daily attempt to charge for up to 14 days.
  Upon signup, you may be asked to provide personal identifiable information such as phone, email, full name, and address in addition to vehicle descriptions. This information allows us to properly administer services and will strictly be used according to our Privacy Policy. It is the customer's responsibility to provide and maintain a valid email address on file with our car wash to receive any changes or updates to the Unlimited ********* Membership.
  Unlimited ********* accounts may be managed online at managemycarwash.com. Members may request to discontinue, pause, change plans, or update the payment card on file. Additionally, members can reach out Customer Success agents.
  Unlimited ********* RFID tags remain the exclusive property of our car wash and must be surrendered upon request. If the Unlimited car wash RFID tag (sticker) is tampered with or the program is used in any way inconsistent with its Terms and Conditions, the program will be immediately voided and all monies forfeited.
  Customers may purchase Unlimited ********* memberships online at any brand websites or washpromos.com. These transactions generate a confirmation email automatically that provide the member a redemption code to visit a participating location to be exchanged for an RFID tag on their vehicle to allow wash redemptions. Memberships are active immediately following purchase, regardless of when the member visits for the first wash redemption.
  ************* ********* program cannot be combined with any other programs or discounts.
  **************** reserves the right to close due to inclement weather, major holidays, or equipment failure.
  Pricing is subject to change without prior notice.
  Terms and Conditions are subject to change without notice. Conditions are subject to change without notice.
  
  I do see that ***************** cancelled online on the afternoon of July 6th.  She does have the remainder of the billing cycle to continue to use the wash that will end on 8/5.

  Customer response

  07/21/2023

   
  Complaint: 20283409
  
  I am rejecting this response because:
  I did not sign up for the membership. A teenage girl was standing by the screen pushing all the buttons and all she said was its customer appreciation month, you get a months worth of free car washes.

  I did see the text that was sent to me, but did not think it was for the membership. I thought I only agreed to a temporary membership for a months worth of car washes. I even told the girl I probably wont use it but since it was for a free month I would go ahead and sign up since I have two kids who are messy  
  

  You expect your customers to assume a membership, rather than being up front about it. I would have never agreed to a membership with a free trial. I did not agree to anything except to pay for my car wash that day. You are misleading your customers, and I want my money back. 
  Sincerely,
  
  *******************************

*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. ↩