ComplaintsforSuper Star Car Wash

Car Wash

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Initial Complaint
09/20/2024
Complaint Type:
Product 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 am seeking a $149.70 refund from this scamming business that completely ripped me off. I visited their car wash in mid-March, paid $10 to the attendant for a car wash, drove off and then for the next 6 months they charged my card $24.95!!!! Never did I agree to this - NO WAY I would EVER have agreed to this much money per month for STUPID CAR WASHES!!!! They scammed my credit card - that's exactly what they did!
Business response
09/23/2024
Our sincere apologies for the frustration and experience. Your cancellation and request for a refund have been completed. Please allow 3-10 business days for the refund to reflect in your account. Thank you for your patience and please let us know if we can be of greater assistance.
Initial Complaint
09/19/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Superstar Carwash has been nonresponsive to my three emails. On their website they state that a response will be within three days. My first email was late last month, followed up by and email on 9/9/2024, 9/17/2024 and today, 9/19/2024. Please look at the BBB website and complaints. Superstar Carwash has a 1.4 star out of five but is still BBB accredited. My issue stems from being double billed for my monthly unlimited carwash program. I did not discover this double billing until late last month. One debit to my account comes early in the month and the second debit to my account comes late in the month. Each debit is $18.95 (x 2 = $37.90). Whenever I checked my account, I thought the $18.95 was the single bill for my monthly account. I believe this started when I sold my pickup and drove my new car to Superstar carwash for cleaning. A Employee helped me switch to the license plate of my new car. I believe at that time the double billing started. This was around May of 2020. Unfortunately, I am forced to seek your help and that of the ************ to resolve this problem. I would like the double billing to stop and all monies paid on my dormmate account returned to me. In my view this is no different than finding a wallet with cash in it. The right thing to do is return the money. Superstar carwash may have no way to track dormmate accounts but now it is known to them. I hope this time I will get a response.
Business response
09/23/2024
We have contacted Mr. ***** on Friday, September19th in the late afternoon to settle this Service Request (SSCW-265411). Customer Service Representative, ****** ********* has reviewed the account and provided a refund for $587.45. We cordially ask that Mr. ***** allow 3-5 business days for the credit to reflect in his account. Our apologies to Mr. ***** for the frustration and experience. Please let us know if we can be of further assistance. Thank you,
Customer response
09/23/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I want to thank ***** for working with me for a fair resolution to this problem.

Regards,

***** *****
Initial Complaint
09/19/2024
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.
My 2012 Jeep Grand Cherokee`was involved in an incident while uitilizing the car wash services at Super Star Car Wash located @ *********************************** ********, Ca. on Sunday March 17,,2024, Ca While going thru the wash I was struck in the rear while on the track by the vehicle behind me, ***** (Manager) reviewed the security footage from this and stated I was not at fault in this accident. All involved fill out a incident report & were told we'd hear from their insurance rep. ***** then we have been patiently waiting for a phone cal ** eventually got tired of waiting and went back to this Car Wash and asked to speak with ***** the main Managerhe is doing absolutely nothing to assist us. He has only given us a license plate number from the car in front of me that stopped completely during the carwash causing the damages that were incured and told us to contact that insurance and refuses to give us any contact information from Super SAtar Car Wash to be able to speak in person with anyone to get this taken care of.. The only information he gave was Super Star Car Wash's **************** e-mail address which I tried to use with absolutely no response. Afterwards I was able to discover The Super Star Wash District Manager Mr ******* by e-mail and he was of no assistance also. This company refuses to take responsibility for damages to this Jeep Grand Cherokee that was damaged to the estimated sum of $2000.00. I have made many attempts to acquire Super Star Car Wash's insurance information to contact them myself.. But the employees will not render any of this information including their "customer Service" representatives.. ***** March I have been completely ignored regarding this claim. also they are still billing on a monthly basis although I am not using their Car Wash anymore.. I really believe there should be consequences for this establishment when they completely blow off their customers who have incured legitimate damage at their Car Wash.
Business response
09/23/2024
We sincerely apologize for the frustration and the experience that you have regarding your claim. Our Leadership Team is vested in making sure that we are creating value, based on consumer relationships and positive experiences. It is paramount to our organization, and we have developed a customer service philosophy that focuses on that important fundamental. In instances where another party is at fault, as indicated in the summary, we strongly encourage the effected party to provided the details of the incident, along with the at fault parties license plate number, to their insurance company. Generally, the insurance company will conduct discovery and walk the claimant through the next steps in the process. Thank you.
Initial Complaint
09/18/2024
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.
Hi, I canceled my car wash subscription back in June and I have been charged every month since then I went to the car wash and spoke to the manager. The manager looked me up account and said I was no longer in the system . He doesnt understand why I was being charged, but I still have been charged for Those months and I would like a refund when I contacted customer service. They emailed me back and said that my car wash was still valid and Ive been using it and they will not refund me, that is not true. When I went up to this car wash several times the manager gave me a free car wash for all the trouble Ive been going through and seeing where I canceled my car wash in June at the location and then I did it online and he does not understand why Im still being charged because im not in the system anymore, and when the customer service contacted me. They said they will not refund my money that is illegal and bad customer service. Also, I had a bad customer service experience and I filed a complaint in June and they said that they were going to refund me for the month of June and they ended up refunding me and then turning around and taking out the payment again so they didnt hold their word on that as well, I dont know why its so hard to stop a car wash subscription with this company, but could you please help me receive my refund and my money back for the last two months thank you thank you.
Business response
09/20/2024
Our apologies for the frustration Ms. ******** We look forward to providing you with an update regarding your complaint/inquiry. We have reached out to you directly via the email address that was provided. We cordially ask that you please check your spam/junk folder for any correspondences. We look forward to assisting you.

Thank you,
Initial Complaint
09/16/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Thursday, August 15, 2024 at approximately 9:23 AM, I entered Super Star Car Wash at 1662 Pacific Coast Hwy, Harbor City, CA, 90710, with my white, 1999 Mercedes Benz, license * ******** I purchased a “Carnauba Hot Wax Wsh – Basic AMS” (per receipt) and paid $20.00 via my Visa card. While going through the car wash, a “rolling” brush damaged my right side view mirror. After exiting the car wash, I immediately parked my vehicle and notified an attendant. The attendant summoned the Manager (Michelle) who had me complete a “Customer Service Report”. I completed the Customer Service Report and handed it to the Manager (Michelle). The Manager also took photographs of my damaged right side view mirror. I was told by the Manager the she would have to review the camera footage and would submit my claim to (I believe) customer service. I was also told that I should be hearing back from them in about 3 days or so. On Friday, August 23, 2024, I visited Super Star Car Wash to get an update on my claim (I had not heard back from anyone concerning my claim). The Manager, Michelle, stated that the claim had been submitted on Monday, August 19, 2024 and that she had “Ok’d” my claim. Michelle further stated that I needed to submit 2 repair estimates. On September 4, 2024, Per the Manager’s (Michelle) request, I hand delivered 2 repair estimates to Super Star Car Wash. On September 4, 2024, I also sent an email to [email protected] regarding may claim including a copy of the original Customer Service Report I completed on August 15, 2024 , a copy of my sales (car wash) receipt and the 2 estimates I hand delivered to the manager. On September 5, 2024, I received an email response from Teddy Coleman, Claims Representative for Super Star Car Wash stating that my "point of contact" would be reaching out to me regarding processing my claim. To date, no one has contacted me about resolving my claim.
Business response
09/20/2024
Our sincere apologies for the delay and frustration. Your claim has been assigned to Claims Representative Patricia Solis/[email protected]. Your Claims Representative will be reaching out to you using the email address we have on file. We cordially ask that you please check your spam/junk folder for any correspondences. We look forward to assisting you. Thank you.
Business response
09/20/2024
Our sincere apologies for the delay and frustration. Your claim has been assigned to Claims Representative Patricia Solis/[email protected]. Your Claims Representative will be reaching out to you using the email address we have on file. We cordially ask that you please check your spam/junk folder for any correspondences. We look forward to assisting you. Thank you.
Customer response
09/20/2024
I believe the Super Star Car Wash response is disingenuous and have further kicked my claim down the road! Each time that I have contacted Super Star Car Wash they have apologized for the delay or have used some other term to say they will be getting back to me. The manager who originally took my claim stated that she had "okayed" my claim and that I would be hearing from someone within a few days. My email to claims at Super Star Car Wash on 09/04/2024 and response from them (Teddy ******** Claims Representative) again said someone (point of contact) would be contacting me which did not happen. I did not hear from Super Star Car Wash again until I filed my BBB complaint. AGAIN, they appreciated my patience and will provide me with updates on my claim. This is rhetoric and has not gotten my vehicle repaired. Super Star Car Wash is not being proactive in trying to resolve (pay for the damages they caused) my claim!
I wish to keep this complaint open until Super Star Car Wash takes responsibility for damaging my vehicle and they pay me for getting the damage they caused repaired. That is my resolution to this complaint.

Customer response
09/20/2024
I believe the Super Star Car Wash response is disingenuous and have further kicked my claim down the road! Each time that I have contacted Super Star Car Wash they have apologized for the delay or have used some other term to say they will be getting back to me. The manager who originally took my claim stated that she had "okayed" my claim and that I would be hearing from someone within a few days. My email to claims at Super Star Car Wash on 09/04/2024 and response from them (Teddy ******** Claims Representative) again said someone (point of contact) would be contacting me which did not happen. I did not hear from Super Star Car Wash again until I filed my BBB complaint. AGAIN, they appreciated my patience and will provide me with updates on my claim. This is rhetoric and has not gotten my vehicle repaired. Super Star Car Wash is not being proactive in trying to resolve (pay for the damages they caused) my claim!
I wish to keep this complaint open until Super Star Car Wash takes responsibility for damaging my vehicle and they pay me for getting the damage they caused repaired. That is my resolution to this complaint.

Business response
09/27/2024
Our sincere apologies for the delay. Your Claims Representative (Patricia Solis) has escalated this claim ************ to the Regional VP for a decision. We look forward to providing you with the next steps in the process. We appreciate your patience. Thank you.
Business response
09/27/2024
Our sincere apologies for the delay. Your Claims Representative (Patricia Solis) has escalated this claim ************ to the Regional VP for a decision. We look forward to providing you with the next steps in the process. We appreciate your patience. Thank you.
Customer response
10/01/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******* ***

Customer response
10/01/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******* ***
Initial Complaint
09/16/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Charging me twice for same service two forms of payment cc and debt card . Debt card was never given. I was charged 22.for basic on one the cc and 29 for other a debt card for same period of time 1 year when i used website to contact me they never contacted me. They canceled my membership because I told them I was getting basic wash the 22 value knowing I was seeing 29 deducted from my account monthly which was for premium account.
Business response
09/18/2024
Our apologies for the frustration. In regard to you Service Request (SSCW-264695), we were able to locate the second charge and cancel the plan. A refund has been provided. Please advise this takes 3-7 business days to appear in the account. We appreciate your patience and please let us know if we can be of further assistance. Thank you.
Customer response
09/18/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

*********************
Initial Complaint
09/16/2024
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've been double bill by SuperStart Car wash for 26 months. The charge was $19.95 per month total $518.70.I'm located in ****** *****. I've made at least 6 attempts to resolve this matter with no luck. I've gone to their website and filled out the contact sheet. I've gone to the location at **************************************** and spoke to the manager on duty. Each time I've been told that there is no phone number and the only way to communicate with SuperStar is via email which clearly doesn't work. The account number is ************. I've since cancelled the credit card on file. I hope you can help me resolve this matter
Business response
09/16/2024
We sincerely apologize for the frustration and the experience that you had. We take these matters very seriously. Our Leadership Team is vested in making sure that we are creating value, based on consumer relationships and positive experiences. In regard to your Service Request - SSCW-259924, the **************** Representative has reached out to you via email to assist in processing the refund. If you would prefer a check be sent to you, we can do that, as well. Thank you very much for you patience and well look forward to assisting you.
Initial Complaint
09/13/2024
Complaint Type:
Order 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.
They signed me up for a monthly contract and that is not what I wanted. I went in to get a car wash and I couldn't get the payment to go through. So attendant helped me and apparently I was signed up for monthly contract. I have called gone in and tried to talk to them. With know resolution. They are a scam. Apparently they do this to many people and are still getting away with this. The y have been billing me for 8 months.
Business response
09/15/2024
Our apologies for the frustration and we look forward to providing you with an update regarding your complaint/inquiry *****. We have reached out to you directly via the email address that was provided and we look forward to assisting you. We cordially ask that you please check your spam/junk folder for any correspondences.

Thank you.
Business response
09/15/2024
Our apologies for the frustration and we look forward to providing you with an update regarding your complaint/inquiry *****. We have reached out to you directly via the email address that was provided and we look forward to assisting you. We cordially ask that you please check your spam/junk folder for any correspondences.

Thank you.
Initial Complaint
09/12/2024
Complaint Type:
Product 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 or around Sept 2, 2024 our 2004 Suburban was washed at the Superstar Car wash located at ***********************************************, ** During the procedure, a hose with brass connectors was tangled in the side roller brushes and began to pound the side of the vehicle creating huge dent damages along the side of the body.The attendant helped fill out the enclosed report to the incident and recommended we contact **** ********* at the email address. SSCW advertises they will respond in three (3) days and they have not to date. I am requesting assistance from BBB for a response. They have no other ways to communicate other than their email address, quite frustrating.
Business response
09/15/2024
Super Star Car Wash takes every claim or grievance seriously. Because we care about our customers, there is a great deal of discovery and due diligence that goes into the process of researching an alleged claim/incident. A Claims Representative will be reaching out in regard to your claim (SSCW-264188). We will use the email address provided and provide direction on the next steps in the process. We cordially ask our customers to please check their spam/junk folders for any correspondences. Thank you for your patience Mr. *****************
Business response
09/15/2024
Super Star Car Wash takes every claim or grievance seriously. Because we care about our customers, there is a great deal of discovery and due diligence that goes into the process of researching an alleged claim/incident. A Claims Representative will be reaching out in regard to your claim (SSCW-264188). We will use the email address provided and provide direction on the next steps in the process. We cordially ask our customers to please check their spam/junk folders for any correspondences. Thank you for your patience Mr. *****************
Initial Complaint
09/11/2024
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.
This location does not have a working tire cleaner nor shine and they had no towels and I requested a refund and there is no way to contact management directly. I complained about this before and they have not resolved the broken equipment in 3 years.
Business response
09/12/2024
We sincerely apologize for the frustration and the experience that you had at our location. Our Leadership Team is vested in making sure that we are creating value,based on consumer relationships and positive experiences. It is paramount to our organization, and we have developed a customer service philosophy that focuses on that important fundamental. As a customer service courtesy we will provide a refund. ********************* Representative will be reaching out to you via the email address we have on file. Thank you.

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