Complaintsfor5 Star Car Wash

• Initial Complaint

  11/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In April 2022 I bought a one month car wash pass for $94.99 Using my credit card. In September, I realize they had put a recurring monthly charge against my card without my permission. I only used their service for one month. I called them to complain, canceled and asked for my money back. They said no refund because there were signs up, said they told me and It was on the receipt. I never saw a sign, they never told me anything about recurring charges and the receipt is just used to picked-up the car. For some reason, the recurring charges were for the Fairfield location. I have never visit that location. The credit card company involvement was limited because it was more then 60 days. The unauthorized recurring charges are $417.95.

  Business response

  11/07/2022

  The customer agreed to a club membership, that allowed unlimited services with a recurring charge on the credit card. This is no different fro other car washes with club memberships. We track the customer visits with the vehicle license plate.Once the membership is established the customer can use either of our facilities for unlimited services until canceled. An example, if canceled in the middle of the billing period the amount is nonrefundable however the customer would still have access until the end of the billing period. This is clearly written in the terms.  We hope this clarifies the complaint. We have many customers on this program and most are happy with the value it provides.

  Customer response

  11/08/2022

   
  Complaint: 18367188
  
  I am rejecting this response because: it is untrue and does not address the issue. I did not agree to a club membership that allowed unlimited services with a recurring charge on my credit. I bought a one month pass for unlimited washes for $ ***** using my credit card. There was no discussion, no terms (written or verbal) given about recurring monthly charges. Their response stated that they track customer visits with the vehicle license plate. If that's true, they can see i only used the ********* location four times for the one month pass and never been to the Fairfield location. I believe the recurring charges were a fraudulent transaction and an unauthorized use of my credit card. Therefore, I am respectfully asking for a refund for all the recurring charges. ($493.94) ....            
  

  sincerely,
  
  ***********************

  Business response

  11/09/2022

  The customer would have access at both our locations under the unlimited program regardless of where the person signed up. It is clearly spelled out what the terms are during the sign -up process. The customer information has to be put into our system for it to work. We are not trying to mislead anyone.This is no different from other subscription  based services such as health clubs, ******* and other car wash companies. It is very rare that we get complaints such as this and we have the signed  paperwork this is a recurring charge until canceled.  Have the customer contact the manager at our ********* location where they signed up and maybe something such as an extension. However, the customer admitted that they used the facility for the first month and it is the customers responsibility to cancel it.  It is unclear what the motivation is at this point.

  Customer response

  11/10/2022

   
  Complaint: 18367188
  
  I am rejecting this response because: They are still not addressing the issue. The issue is I did not sign up for a recurring monthly plan. I was never shown any terms and I never signed-up for any kind of recurring plan. Someone illegally put my credit card information in the system for the recurring plan. They stated that they have signed paperwork for the recurring charges, they do not because I never signed up any recurring plan. Yes, I paid for and used the ********* location for one month. No long-term contract or recurring monthly charges was ever mentioned. The motivation is to get a refund for unauthorized charges on my credit card and to keep this kind of credit card fraud from happening to other Comsumers.        
  Sincerely,
  
  ***********************

  Business response

  11/10/2022

  We typically do not monitor customer usage unless they are abusing the service, in which case their account will be canceled on the next billing date. Again, it is up to the customer to evaluate if it works for them. This service provides unlimited service for the package purchased until canceled. This customer failed to cancel the service and did not monitor their credit card statements. Our services can be purchased on an individual basis without a subscription. A subscription requires information to be entered into the system and signed. An analogy is that someone signed-up at a health club and not used it and then are asking for a refund.  

  Customer response

  11/10/2022

   
  Complaint: 18367188
  
  I am rejecting this response because: Again, they fail to address the issue. The issue is I did not sign up for a monthly recurring subscription. I paid for a one-month plan with my credit card. Someone there illegally and unauthorized imputed my credit card information into the system for a recurring subscription. I never signed anything or gave them authorization to sign me up for a recurring monthly. So please stick to issue and do the right thing.     
  
  Sincerely,
  
  ***********************

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