Complaints

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:10/31/2023

  Type:Product 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.

  I signed up for a monthly car wash plan on 12/8/22 for $39.99 per month (Account# *****+*******. I used it 2-3 times per month during the snow season in Colorado, as I travel into the mountains for work. Once this season was over, I cancelled the membership in person on 5/3/23. I made sure to cancel prior to the next billing date, which would have been 5/8/23 or 5/9/23. I provided my credit card to the Take 5 attendant and was assured that I would never be billed again. Admittedly, I was not paying close attention to my credit card bills since then, but earlier this month, on 10/10/23, I noticed a charge from Take 5 for $39.99 on my account. I then reviewed my previous statements and was shocked that they charged me this amount every month after I had cancelled. I have not used the car wash since 5/3/23 as I was under the impression that my account was closed and that I was not being charged. I went again in person to the car wash on 10/10/23 and was told by the manager that my account was still active but that he was closing it that day. I once again provided my credit card and was promised I would not be billed again. I have no faith that this company will not continue charging my card. I sent a long email to the company on 10/25/23 requesting a refund for the 6 unauthorized charges totaling $239.94. They have not responded. Having read the online reviews of this company, it is clear to me that multiple people have fallen victim to unauthorized charges by Take 5 after cancelling their accounts.

  Customer Answer

  Date: 10/31/2023

  I would like to retract my complaint, if possible, because I was not aware that the company actually did refund me after I sent them the email on 10/25/23.  They did not respond to my email and let me know that they were refunding me, so I assumed that it was being ignored.  I did see the refund when I logged into my credit card account today and it was processed prior to my submittal of the BBB complaint.  So I would like to retract the complaint, or at least change the status to resolved.  

  Business Response

  Date: 10/31/2023

  Hi Jordan, 

   

  A refund of $239.94 was issued on Wednesday October 25th. Please see your receipt attached. 

   

  Best Regards

  Customer Answer

  Date: 10/31/2023

   
  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

  Date:10/24/2023

  Type:Product 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.

  My credit card is being billed monthly for a service I didnt sign up for. I was billed ***** in June and July then skipped August and billed in Sept and Oct. I have reached out multiple times by phone and email to request this to stop. I have not received a response.

  Business Response

  Date: 10/27/2023

  Hi *******, 

   The account has been terminated and a refund check of $135.96 has been sent. Please allow up to 6 weeks for arrival.

   

  Best Regards

  Customer Answer

  Date: 10/27/2023

   
  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

  Date:10/19/2023

  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 was told that they were doing a charity for local youths. I pay 25 dollars and get a months worth of car washes. This was done on the 18 of September. On the 16th of October I went in for a final wash. I noticed a few days later a charge for $40. I call customer service and was told that I had signed up for a monthly plan. I disagreed and let them know that I thought this was a charity thing and not a on going charge. They wont issue a refund I feel I am due.

  Business Response

  Date: 10/20/2023

  Thank you for your generosity during our ******************* fundraiser.  We do feel that our signage was very clear that a portion of your first month of an Unlimited Monthly Membership would go to support *******************. You could also add $5 to any single wash or donate any amount via QR code. 
  
  The membership is ongoing at regular prices.  That is what you purchased. We have discontinued that per your request. 

  Customer Answer

  Date: 10/25/2023

   
  Complaint: 20752188
  
  I am rejecting this response because:
  I didnt see any signs. I did see a guy standing by the kiosk letting me know that it was for charity and would last one month. Nothing about a plan. I need a refund. 
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/12/2023

  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.

  Beginning on June 30, 2023 I reach out the the company via online form to cancel my membership with the company. After a few exchanges with personnel, providing personal information, then nearly coming to a conclusion they discontinued responding. I interpreted this as a closing of the ticket because they acquired all of the requested personal information to perform what was requested. Unfortunately, they left my account active. On June 16th, I was charged $29.99. I reach out a second time, same method as before, mirroring the first attempt- nearly to the end and then they stop responding. *** reached out a 3rd time and still yet to have any type of response. I cannot get my money back! That is all I want. My initial interaction followed all of their protocols to allow ample time to process cancellation requests, but yet I was still charged without my consent and now they are avoiding refunding my money. Despite several attempts, I have been unable to appropriately communicate and receive timely response with this company. Their practices seem to involve avoiding completion of cancellation requests and refunds to benefit their own business and the expense of their customers.

  Business Response

  Date: 10/20/2023

  This was taken care of in July.  Your membership was cancelled and a refund issued which you cashed.  Please see attachement.

   

• Initial Complaint

  Date:10/11/2023

  Type:Product 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 a member with coastal car wash for 3+ years. When they switched to take 5 car wash, I wanted to cancel services. In august i filled out a ticket to cancel services and two weeks later was notified via email that my services were cancelled. However, I am still being billed for services and when i reached out to, ******(******* that i spoke to) she told me that I had 2 accounts with the car wash which is not true. I asked her to call me and she would not. And I have not heard from her since to resolve the issue. The last thing that she said to me was that she is "looking into it." I would like my money back for September and October and to cancel my membership.

  Business Response

  Date: 10/13/2023

  Your Fast Pass 41735+328411 has been terminated and is no longer an ***********. A refund for $39.99 was issued,
   

• Initial Complaint

  Date:10/04/2023

  Type:Product 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.

  The last THREE months, we've been double charged for a car wash (2 debits of $39.99 each). We have two cars registered, but it's supposed to be $39.99 for the first car and $19.99 for the 2nd car, per month. We have gone to the ************** ** location to try to resolve this issue and the manager is never there/available to resolve this issue. A new manager is now in place, but he doesn't know the system to give a refund either. I called the corporate number, per the website, and was left on hold for an extended period of time. I tried the chat option and I was #9 in que to talk to a representative, the que # changed from #9 to #**, to #7 and back to #** before the chat session was disconnected. I am due a refund from this company in the amount of $40 for being overcharged from August and September + $80 for the month of October for two cars since we have cancelled our membership.

  Business Response

  Date: 10/05/2023

  Greetings here is the breakdown of the prices you paid for you records:
   
  On 5/01 both passes were $9.99
  On 6/01 both passes were $9.99
  On 7/01 both passes were $9.99 All well below the family price of $***** 
   
  On 8/01 both passes were $39.99 
  On 9/01 both passes were $39.99
  On 10/01 both passes were $39.99
   
  That total is 6 x $39.99 is ******.  Family price is 6 x ***** ****** = what you should have paid.
   
  I refunded $79.98.   $****** -79.98 = $159.97.  $****** (what you should have paid) - $159.979(what you paid) = $-20.00 You are $20.00 ahead at this point.
   
  Thank you!

• Initial Complaint

  Date:10/03/2023

  Type:Service or Repair 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.

  Hi. I purchased a take 5 monthly car wash membership through the take 5 app on 10/1. When I first tried to use the membership on 10/1, it was trying to charge me additional money. The take 5 manager said there is an issue with the app and they arent sure when it would be fixed. They said I need to contact the app company to get refunded for membership and membership cancelled. I have tried contacting the company twice but I have not been able to get any assistance in this refund. The manager at the take 5 location said I would be best to get this membership cancelled otherwise I will have to pay additional money each time I visit despite having an unlimited car wash pass that I paid for.

  Customer Answer

  Date: 10/04/2023

  Company has responded and issue resolved. 

  Customer Answer

  Date: 10/04/2023

  Company has responded and issue resolved. 

  Business Response

  Date: 10/04/2023

  Your Monthly Unlimited Membership has been disabled and your credit card will no longer be charged for renewal. A refund of $26.99 has been processed to your credit card. Please allow 3-5 business days to see the refund on your statement.

• Initial Complaint

  Date:10/03/2023

  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 a membership carwash at Coast Carwash, now called, Take 5 Carwash located at, **************************************************************************. My membership was cancelled by me back in May 2023 ant I still getting charged to my credit card by these people. They been ignoring me, avoiding my calls and I'm talking about 5 months of $32.00 charge to my credit card. They are stealing my money and now I'm going to have to cancel my credit card because of them. I been with this carwash for over 3 years and I cancelled in the past for a while and come back when I need it with no problem, but now they lost a customer forever because of what they been doing.

  Business Response

  Date: 10/04/2023

  The location where you started your membership is in the middle of an IT Migration, because of this, I cannot cancel your membership until it has fully converted.  I will hold on to your information so that I can cancel for you after the conversion. This should happen before you are billed again, but if something glitches and you see a charge on your due date please let me know and I'll handle it immediately.  

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20691404
  
  I am rejecting this response because: I'm talking about 5 months ago when my membership was supposed to be cancelled. I cancelled  at the carwash location like I did in other occasions in the past. That's exactly when they were merging to a new business name. Their new name, Take 5 Carwash, is being their new name for over 5 months already, they not merging to that new name now. Is being about a month already since I spoke to them again about this situation and they still not cancel the membership. They are garbage people and they are stealing my money. There's no reason for them to make it so hard to cancel a membership. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/16/2023

  There is a difference between migrating Point of **** systems and changing the name on the outside of the car wash.  The migration is taking place after the signage change. 

  Customer Answer

  Date: 10/24/2023

  I don't know what more explanation you guys needs from me. That membership was cancelled at the carwash *********** before the change name. They kept charging my credit card. When I was calling, calling and calling, nobody was answering my phone calls. 

• Initial Complaint

  Date:10/01/2023

  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.

  Ive been a monthly member of *** Carwash Express (Take 5 now) for over 5 years and my most recent experience has been horrible. As mentioned, I was on a recurring plan that auto charged on the 14th of every month with June 14th being the last time it charged. I then went to the carwash at **************************************************** and was told that my plan had expired. I checked my credit card statement and I in fact had not been charged so I renewed my plan on August 17th for $39.99/month. The gentleman stated that if I had issues with my sticker tag, to come back and he would get me another one.Fast forward one weekend and I made an attempt to go to the ********** Take 5 location as I live closer to that one. When I got to the kiosk, I received an error that said all my washes had expired for the month which is weird because Im on an unlimited plan. I went into their office, however they said that since they just became part of Take 5, they didn't have the ability to make me a new tag and that I would need to go back to the other location on Santa Fe Dr. where I purchased my pass on August 17th. On September 8th, I attempted to go to the carwash on Santa Fe Dr. to get everything sorted out and the same gentleman who helped me on the 17th of August said my pass expired. I asked if there was any way he could look me up another way and he said there was nothing he could do and that I would need to purchase another wash or come back with a receipt. Anyways, that was a waste of 45 minutes of my time driving back and forth.If youre going to charge someone for a monthly pass, you should have a better way of tracking the purchase. It was very upsetting being turned away when I still had roughly 8 days on my pass. Not only that, but it would have renewed anyways. I have attempted to email since the 9/8 incident and have received no response. Ive also called and sent a cancelation request. No response. Please reach out instead of trying to charge my card daily. Thanks.

  Business Response

  Date: 10/03/2023

  Hi *******,
   
  We located two accounts of which are not active at this time. Fast Pass 33762+618665 shows usage and is not active and Fast Pass 34282+187958 shows a payment on 08/17/23 with not usage and the account canceled after the 09/17/23 payment was declined. We would be happy to refund the August payment of $39.99 however the the credit is no longer on file , the refund will need to be via a refund check.We've requested your mailing address for a check. 

   

   

   

   

  Customer Answer

  Date: 10/04/2023

  Complaint: 20681301
  
  I am rejecting this response because I am still attempting to get charged every morning around 6AM.

  Hello, 

  I appreciate the response and the willingness to try and help. As my credit card is no longer on file, a refund check can be mailed to ******************************************************************************
  

  Thank you for your help.

  Sincerely,
  
  *********************************

  Customer Answer

  Date: 10/05/2023

  Take 5 claims that my account is inactive, however their system is still trying to charge me. Is it possible to get this card number deleted from their system? 

  Business Response

  Date: 10/20/2023

  Thank you for your address.  We are processing a check for $39.99 to be sent to your address. 

• Initial Complaint

  Date:10/01/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 went through the car wash 2 times and the second time the brushes were like sand paper on my hood and roof. Filed a complaint with the car wash when I realized it was through the paint and could not be buffed out. Two body shops said the paint is ruined and its because the brush was dirty and set to Tight. Too much pressure scratched through my hood and roof ruining them. Could never get anyone at car wash to do Anything so had to file with Insurance. $3000 to fix my paint.