Complaints

• Initial Complaint

  01/21/2025

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have been a customer of ******************** for many years with no issues. I recently discovered that Jax Car Wash opened a second "unlimited plan" account without my authorization, and has been billing me for this second plan every month for several months. On September 23, 2024, I brought this to the attention of an employee at the front desk of the car wash. The employee confirmed that there were two accounts that were using my credit card: one account is the account that I use, and a second account, which was opened without my authorization, that was assigned to a license plate that I do not own. The employee told me that this second account had never been used since the account was opened.I asked the employee to please refund my credit card for all of the unauthorized charges, since I did not open the account nor authorize the charges to be placed on my credit card. The employee stated that customer service was handled off-site, and I would need to call their customer service department.On September 23, 2024, I called the customer service department as instructed, only to be told that they would only refund the last months charge per their terms and conditions. I asked if there was a manager I could speak to, since this account was opened without my authorization by an employee of the car wash. I was told I could speak to a manager, but the manager would only refund the last months charge, per the terms and conditions.

• Initial Complaint

  02/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I was visiting ******* and had my car washed. They told to sign up for one month. I told them I did not live there. They said I could have my car washed a few times for the one month price. But they continued to charge my credit card every month. After speaking to them, they apologized but never fixed the problem Finally I had to get my credit card company involved. Everything was fine, but the charges just started up again. This is a scam. The same issue is put on Yelp comments and in the ********* **************** I need help getting them to stop charging my card and to stop scamming so many other people too

  This is a continuation of my complaint. I had a one time car wash in *******. I live in **********. The fraudulent business will not stop charging my credit card. Even Chase credit card company cannot get them to stop. There are 30+ other people in this neighborhood that have the exact same issue with this business. How do we stop this?

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I visited Jax Car Wash in December of 2022 to get my car washed. I asked for one car wash and was told by the employee that they were running a $45 special that would get me unlimited washes for that month. There was never a mention of any "membership" that would cause me to have recurring charges charged to my credit card. I did not have to select anything on the kiosk as the employee just told me how much it would cost and took my credit card. Almost 9 months later, I have discovered I have been getting charged $59.99 a month for something I never signed nor agreed to. From my research this doesnt appear to be the first time they have defrauded customers in this way. *** never sent any notice that they would be charging $60 to my card, despite me only asking for the one time payment of $45. These business practices are fraudulent, deceptive, and misleading to customers. They have taken over $500 from me wrongfully for something I never agreed to. I attempted to call them today to get these charges refunded and they refused to talk to me. Consumers all around this area should be aware of these customary deceptive practices that are causing consumers to be wrongfully charged and deprived of hundreds of dollars for things that Jax car wash hides and doesnt sufficiently inform their customers about.

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ON 4/4/23, I WAS CHARGED FOR ANOTHER MONTHLY *** WASH CHARGE (STARTING APRIL 4) ON MY **************** BILL. I STARTED GETTING MONTHY *** WASHES IN FEBRUARY AND MARCH 2023 AND THOUGHT I WOULD HAVE TO RENEW MY PAYMENT FOR EACH MONTH WHICH I DID WITH A REP AT THE BEGINNING OF EACH MONTH. IT WAS NEVER COMMUNICATED TO ME THAT I WOULD HAVE TO CANCEL MY SERVICE PRIOR TO THE 4TH OF EACH MONTH NOT TO BE CHARGED. I SPOKE TO LAKOTA, A CUSTOMER SERVICE REP AT JAX ON 4/4/23 AND ASKED FOR A CALL **** WHICH I DID RECEIVE FROM A SUPERVISOR. THEY BOTH STATED THAT THE ***** OF THEOR *** WASH WOULD NOT ALLOW A REFUND FOR THE CHARGED AMOUNT. NO ONE EVER COMMUNICATED TO ME ABOUT THE **** PAYMENT (WHEN I FIRST PAID FOR A MONTHLY SERVICE AND ON THE NEXT MONTHS TRIPS TO THE *** WASH. THAT I WAS SETUP ON AND I DID NOT SIGN ANY AGREEMENT. CANCELLING THE MONTHLY CHARGED FEES WAS ACCOMPLISHED TODAY BUT THEY REFUSED TO REFUND THE **** CHARGE THAT WAS PLACED ON MY CHARGE TODAY. I REQUEST BEING REFUNDED THE $28.88 THAT I WAS CHARGED TODAY, 4/4/23, AS I AM NO LONGER IN ******* AND NO LONGER NEED THEIR SERVICE.

  Business response

  05/19/2023

  Our membership are an auto charge and do process on the billing date in the morning hours.  ******************* did state that he was going to his card company to dispute the charge. Our terms of service also state that changes do need to be submitted 7 days prior to the next charge date.  I see that ******************* did cancel the membership on the afternoon that he was charged and the email does state that he does have the remainder of the billing period to use the wash.
  If ******************* returns to the area later this fall I will be happy to approve a free month if there is no usage during his last billing period.

  Customer response

  05/19/2023

   
  Complaint: 19895232
  
  I am rejecting this response because:

  as I stated when I spoke to one of their representatives, I was not informed of the auto monthly renewal and the requirement to cancel prior to each monthly renewal date. The time I used the car wash I used my credit card to renew for the next month and their rep would tell me Im ok without explaining I was on auto renewal and their terms. 
  

  This is a very dishonest company due to the way they handle their business practices!!!

  I will not be returning to this are in the fall! How can they make such a ridiculous offer without even knowing my plans????
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint is about Jax Kar Wash *********************************************************************************** They signed me up to a monthly membership without my approval. Dec 6th 2022 I visited the business and paid $45 for unlimited washes for one month. I did not agree to a monthly membership or much less signed any agreement. Jan 6th they billed my AMEX $59.99 which I did not know about.Jan 29th I returned to wash my car one time and paid $37.31 since I did not know that they were charging me for a monthly membership.Feb 6th ********************************************************************* another $59.99 which is when I realized I was getting charged a monthly fee. I visited the local store and they had no record of me! They told me that I should have signed a paper to agree to the monthly charge which I never did! I was told "they could not help me" and referred my to local number ************. I spoke to ****** who would truly did not listen to my complaint and told me that I must have agreed to the monthly charge. She refused to transfer me a manager and refused to cancel my pending charge for today. I asked for this recurrent charge to stop, but I do not trust that it will be done. I can provide CC statements if requested.

  Business response

  05/19/2023

  All unlimited members are required to sign the receipt at time of purchase.  Customers also have to enter their email address and phone number at the Kiosk when signing up a new membership.  The receipt does state that they are giving permission for the Auto Recharge.  I see that ************* was charged on January 6th and used the wash this month as well.  Terms of service do state that any changes do have to be made 7 days prior to the next auto bill to avoid any unwanted charges.  ************* cancelled after the auto charge had processed in on our system on 2/6.  He did have access to use the was for the entirety of the billing cycle.
  Mammoth Holdings does not refund any ******************* recharges unless they meet one of the following criteria:
  The customer completed a cancellation form 7 days before the recharge date and has proof via the confirmation email of the transaction.
  The customer's vehicle was modified and can no longer be washed by our tunnel.

  Customer response

  05/19/2023

   
  Complaint: 19342535
  
  I am rejecting this response because:
  
  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. ↩