ComplaintsforZips Car Wash, LLC

Car Wash

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
07/01/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I took my vehicle in for a wash on 2/26/2024, my rear bumper was damaged and removed. I immediately let the manager on duty know and filed the damage claim right there. My claim was approved quick the person that approved it was very helpful explained the process and was really quick to respond if i had questions. I was told to send in at least 2 estimates. I did so and was told that i would be reimbursed $1,761.90. I signed the Release and Settlement agreement on 3/29/24 and was told that I would receive a check in 4-6 weeks and that it was coming from a 3rd party vendor. I replied on 5/10 (week 6) asking to see if the check had been sent yet. I was then told it would be 6-8 week. (starting to feel lied to) to which i expressed my concerns and just wanted to check on the status of the check to see if it had been sent. no reply back. I replied to the same claim 3 weeks ago asking for a follow up (at that point it had been 10 weeks) to which no reply. Since I was not hearing back from the person working my case i reached out to support to ask about a follow up on 6/12/24 and was told they it was forwarded to the damage claim department on 6/13/24. I wait for a response; I wait a whole week and hear nothing so i reply again on 6/20 asking for an update. I get a quick response on 6/21 that an email was send to support team and i would hear back. I hear nothing back. 6/28 I send a message on the original damage claim asking for an update. To which i have yet to receive a response. It is now 7/1/2024 13 weeks have since passed since i signed the Release and Settlement agreement. I just want the check that was supposed to be sent to me already. I am the only one who has been checking the mail for the last 13 weeks to make sure not to miss it.
Business response
07/02/2024
Hi *******

I have reached out to our Damage Claim Department to find out what is going on with the check, once I find out I will let you know.

Best regards,
Business response
07/12/2024
Hello Ashley,

Thanks for reaching out to us, I have sent a message to **** on the claims portal to check the status of the check for you. Once we have an update we will reach out to you. have a good day !
Customer response
07/26/2024

Complaint: ********

I am rejecting this response because: Another week has passed and I still have not been contacted (like the company says it will) still no response from anyone and still no check to replace the damage.

Sincerely,

****** *******
Initial Complaint
07/01/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have not used Zips Car wash in over 6 years, and just a couple of days ago I get a message stating that I have an alert for an "Unsettled Bill". I have not had any emails from Zips prior to this regarding any billing matters since March 31st 2018 in which was a no-reply email that acknowledges a payment of $23.60 for my old membership which I canceled and never used shortly thereafter, as my vehicle got totaled out in a collision. Now after more than 6 years I get the following bogus email. "Valued Patron, We show your invoice continues to be outstanding. Invoice Number: ******* Payment Due: 29th of June 2024 Payable Amount: $3,348.98 Please ensure that the payment is made as soon as possible. You can view and pay the invoice by clicking the button below: Check and Pay Invoice For questions, or to talk about available choices, please consider the enclosed document for ways to get in touch. We appreciate your swift attention to this issue. Best wishes, **** *** ** **********" What in the world is this? I know this company has many complaints on here and throughout the internet for predatory billing practices and billing people for memberships that they did not consent to, but this right here is a new low. This should be criminal to try to coerce someone into paying $3,348.98 for something that they canceled and have not used for over 6 years, and never receiving a single email or phone call in that entire timeframe.
Business response
07/01/2024
Hello *****,
Thank you for contacting us and notifying us regarding this invoice that you received. This invoice did not come from Zips Car Wash and we are investigating how it was sent out. At this time, we ask you to please not click on any links in the email, respond back to the email, and just delete it.

We appreciate your patience in this matter while we investigate. Have a good day !
Customer response
07/01/2024

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
06/24/2024
Complaint Type:
Billing Issues
Status:
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.
May and June billing. I stopped my monthly membership with your company, and you continue to charge me. I want to be refunded for May and June since you kept charging me. CANCEL MY MEMBERSHIP AND REFUND MY CARD AND STOP CHARGING ME
Business response
06/24/2024
Hello ********

Thank you for contacting us! Per your request, your membership has been canceled. I have issued a refund to the card ending in ***** in the amount of $50, please allow up to seven business days for the refund to be posted on your account. Please reach out if you need further assistance and have a great day!

Best regards,

Customer response
06/25/2024

Complaint: ********

I am rejecting this response because: I will accept your response when you transfer me my money. Your companies word does not mean much as shown with your reviews. Transfer me my money so we can part ways permanently and I don’t have to escalate this issue

Sincerely,

******* *****
Initial Complaint
06/24/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Used this car wash at 3107 W Wedington Dr in Fayetteville on April 23 2024 and they caused over 2k dollars worth of damage to my new truck. I filed a claim with them and it was denied 2 hours later. There were several other complaints of this car was causing damage to vehicles in the past year with same results . Claims denied .
Business response
06/24/2024
Hello ********

Once the claim has been denied we aren't able to overturn the decision. Please speak with your insurance company for further assistance.

Best regards,
Customer response
06/24/2024
********
Complaint: ********

I am rejecting this response because:this business causes damage to people’s cars. My repair bill is 2200$ ! I demand they fix it

Sincerely,

******* *****
Business response
06/26/2024
Hello ********
Thanks for reaching out to us, I do apologize the Claim Dept reviewed the claim and it was denied once they make a decision we are unable to overturn there decision. Please get with your Insurance company for further assistance. Have a good day!
Initial Complaint
06/19/2024
Complaint Type:
Customer Service Issues
Status:
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.
On Friday, June 14, 2024, at approximately 1:30 PM, I took my 2024 Toyota Tundra through a car wash for the first time. That car wash was Zips Car Wash - 1101 S Main St, Roswell, NM - (575) 305-7534. While inside the wash, I heard a loud bang that jolted the entire truck, specifically on the front passenger panel. When I exited to dry my truck, I discovered three dents on that panel. I immediately reported this to the onsite manager, who insisted that the car wash was not responsible for the damage. I returned to the car wash for a follow-up on June 18, 2024. About six hours later, I received an email stating that the car wash was not liable for the damage and that they had conducted a "comprehensive investigation." I typically hand wash my truck and am very familiar with its condition, so I am certain that the car wash caused this damage. However, the car wash is refusing to take responsibility.
Business response
06/20/2024
Hello ******
Thanks for contacting Zips, I do apologize for the experience you had I did look at the notes from the damage claim department and it was denied, once a decision is made we are unable to over turn there decision. Have a good day!
Customer response
06/20/2024

Complaint: ********

I am rejecting this response because:
The car wash damaged my BRAND NEW Truck and fail to take responsibility. I took the vehicle in for a quote on getting it fixed. I was quoted $250-$300. Why should I have to pay for this when I’m not responsible. I have been loyal to the car wash for over 2 years, paying my monthly charge without fail. Being told their decision cannot be reversed is a slap in the face and unacceptable. The car wash damaged my truck and told me they did a COMPREHENSIVE INVESTIGATION. That was done when? Where is the documentation of the investigation? Where and what are the credentials of the investigator(s)? This is negligence on the part of Zips.
Sincerely,

***** ****
Business response
06/21/2024
Hello ******
Thanks for contacting Zips, if you would like to speak more with our claims department you can email them via the claims portal and request any additional information you might need, All claims are handled through our claim team we are unable to over turn there decision. Have a good day !
Initial Complaint
06/17/2024
Complaint Type:
Billing Issues
Status:
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.
I have tried cancelling their service since March 2024 with multiple emails and phone calls back and forth and no resolution. Total scam of a business. ******* and ******* are just two of the tickets. They promise to get back but only to never hear again. The worst possible system and just horrendous customer service. The actual location in Colony, TX isn’t any better.
Business response
06/19/2024
Hi *****,

I can send an email to the site manager to have the membership canceled, if you are able to you can also visit the site to cancel the membership as well.

Best regards,
Customer response
06/20/2024

Complaint: ********

I have tried multiple times, I have talked to agents and they've said it is cancelled and I sit back thinking it is all taken care of, but then I get charged the next month. If you can please ask the site manager to cancel it, please do. I will wait to see if it takes effect.

Sincerely,

***** ********
Business response
06/20/2024
Hello ******

Thanks for reaching out to us, we will send you a follow up email once we get a update from the actual site. Have a good day!
Initial Complaint
06/10/2024
Complaint Type:
Customer Service Issues
Status:
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.
The worker at the magna location at zip wash came up to me aggressive and ask me to move out of the vacuum section of the car wash so I moved to the detail section because I was wipe the inside out another person almost took out my door with his trail attached to it I told the employe about then ask me if I was suppose to be where I was at I yes I'm in the detail section then he told me I told f his paycheck cussing at me and using rude language in front of my 7 year old son told me to shut the * ** and walk off
Business response
06/10/2024
Hi ********
Thank you for bringing this information to our attention. We have sent you a personal e-mail requesting additional information, so that we can investigate this incident further. Can you please respond to us via e-mail?
We look forward to hearing from you soon!
Initial Complaint
06/05/2024
Complaint Type:
Facilities Issues
Status:
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.
Went in there May 2024 to get a car wash, used credit card and today they charged my credit card $45 dollars plus ten dollars for car wash! No soap very little rinse water and did not blow dry! Had to go to a better car wash. Called company and they won’t give my money back!
Business response
06/06/2024
Hello *******,
Thanks for reaching out to us, Please submit a ticket request on the website so we can better assist I am not showing any recent tickets regarding the refund request. Have a good day !
Customer response
06/06/2024

Complaint: ********

I am rejecting this response because:

Sincerely,

******* ******
Initial Complaint
05/31/2024
Complaint Type:
Billing Issues
Status:
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.
Purchased a trial membership for $10 begining of April. Was told I needed to cancel by the end of the month if I didn't want to pay the $45/month regular price. I called on the last day of April to cancel but was told the billing cycle charged on the last day of the month for the following month's membership. I then looked at my bank account to see the $45 charge had just been made. The rep (********) said he cancelled the membership but could not refund the charge. He would also not provide me with a number to call someone about getting a refund. Now fast forward to end of May. I just found out they charged me another $45 for June's membership, even though I cancelled last month. I spoke to another rep who said the account was cancelled, but because the effective date of the cancellation was the last day of the month, I was charged for next month's membership. She also would not provide a number or email address for someone who could reverse the charge. Clearly their scam is to lock you in with a $10 trial membership and then make it nearly impossible to cancel even if you follow their instructions exactly.
Business response
06/03/2024
Hello ****,
Thanks for reaching out to us, a refund has been issued please check your email for updates. Have a good day !
Initial Complaint
05/15/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I have an unlimited car wash membership with the company. For the past few months, they have been randomly closed during business hours. Each time, I have reached out via email. Most recently, I went during business hours and the employee refused to help me and I was unable to get my car washed. I requested a refund and the company denied it. They said all the closer were related to mechanical issues. This is not true because for the last one specifically I could see other cars in the car wash so it was working. I am happy to provide the email correspondences dating back to December if that would be helpful. Per the email from them, their hours are supposed to be 9am to 8pm. However, they are not really open those hours.
Business response
05/15/2024
Hi *****,

I see that the refund request was denied, the decision has been made and is final.

Best regards,
Customer response
05/15/2024

Complaint: ********

I am rejecting this response because they failed to provide the services during business hours. I’ve been documenting with them since December about them being closed randomly. They just say sorry and do not address the root cause. The most recent case they refused to allow me to get my car washed because they were closing in 15 minutes.
Their response to me via email prior to reaching out to BBB was that it was due to technical issues, but this is not actually true. I am attempting to get resolution. What they fail to recognize is that I’ve spent time and gas going to their locations during business hours to find them not actually open.
The company is failing to adhere to their terms and refuse to hear me. They keep saying their decision is final and will not listen. When I called, the individual had shared that she was so sorry and that she totaled everything and definitely wanted to help me get a refund. That is what triggered the response and denial of the refund via email that I received today.

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

Cookies on BBB.org

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

Business response

Customer response

Business response

Business response

Business response

Customer response

Business response

Business response

Customer response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary