ComplaintsforSweetwater Car Wash, DP, LLC

• Initial Complaint

  12/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went to Sweetwater early October, 2023, for a car wash, and was told for $23.43, I could come back the entire month, so I paid the amount. Approximately, 23 October I went back again for the second time, just drove through no issue and did not have to pay as I was told. Apparently, this automatically signed me up for membership, without my knowledge. Sweetwater started charging me for a monthly subscription @ $23.43, because early November, I received two charges for $23.43, one posted and one pending. I immediately went there and they cancelled the fraudulent charge, submitted a refund for the posted charge, and cancelled the membership I never requested, knew existed or even wanted. I changed my credit card, but the charges for $23.43 continued even as of writing this post today December 7, 2023. Now I have to change credit card again, (2nd time) and all my other subscriptions. I want these fraudulent charges to stop. I want my information and any data deleted from their system. I should be compensated for the number of trips made there, (4) to correct this issue, changing my credit card and updating all my subscription and business charge accounts due to their fraudulent business practice.

  Business response

  12/07/2023

  Hello, 

  The customer has one charge on his card. He was refunded that charge. Please see the attached picture as proof we have refunded it. The other transaction is a different customer with a different card. The customer has been belligerent in both writing formats and specifically told a manager ***** **** as he hung up this morning. He is no longer welcome at our business and the charge he had on his card could only be fraudulent if he lost his card in the first place. Apparently he has a habit of doing this according to him. Our point of sale systems use encrypted technology to protect information from all credit cards on site using chip technology used everywhere. Credit card information is not even stored, or possible to view, on site except for the last 4 of the card. We have called our Point of Sale (POS) company to confirm all of the above and the POS company also sees no additional charges and has confirmed there's no issues with our stores machines. The customer has ONE charge on the statement he sent us. He has spent so much time treating staff like garbage that we no longer have camera footage from the original date (10/23/23) to check to see who swiped the customer's card. If the customer returns to our property he will be asked to leave and trespassed per the ownership of the company. If an additional charge were to show up, we would have refunded it. Any additional slander from the customer will be recorded and kept for a potential lawsuit as he has threatened us multiple times. Thank you. 

  Customer response

  12/07/2023

  I am providing these documents to substantiate my complaint.  5846 provides proof that another charge from the car wash was posted to my account as of today.  **** and 54  shows that the car was refunded my money for the unauthorized charge, but continued to charge me as the account kept getting a pending charge.  The car was claimed they cancelled my membership, however, I never signed up for one.  I did not request it nor did I even know I had it until I saw the charge.  I do not understand how this is legal.  I request that they provide proof that I requested or agreed to a membership?  I would like to know how and why the felt obliged to charge me for services I never requested.  

  Business response

  12/11/2023

  The images shown all show the exact same transaction. Also a pending dispute of the charge is redundant since the charge has already been refunded as shown by our recent images. We have no further responses to this complaint as the customer continues to provide images showing one transactions. They are the same transaction because in each picture 11/23/23 is the date on all of the transactions. We will continue to restate this as many times as possible until the customer understands this. 

• Initial Complaint

  08/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Continued auto withdrawing payments after membership was canceled in December. The services haven't been used since as it was supposed to be canceled. Company is claiming a cancelation needed sent through mail..... .. Really? Because the "district manager", Chris, who refuses to refund the past payments, and is the representative claiming you can't cancel by phone.... THEN CANCELED THE MEMBERSHIP OVER THE PHONE! We have call canceled 3 other memberships in the past through this business with no problem. Now they are claiming it's definitely done by their employees where they agree to cancel by phone, but they don't support it...... WHAT?!?! That is fraud. They know they have authorized representatives allowing this, they are condoning it to their advantage and discounting it to their advantage. It's not right. As a customer, for a simple car wash, WHO IS GOING TO READ A 30 PAGE CONTRACT! It's literally impossible as when you sign up for the membership, you are in line, and it would take hours and an attorney consult for every customer to do this. It's impossible and predatory what this business is doing. Especially as the employees tell you at the time of signing up, that the only cancelation requirement is to cancel 2 days before the next billing cycle. We canceled 2 weeks before the billing cycle.... This needs addressed. When your employee tells me I can do something, that is a verbal contract between your business and your customers.

  Business response

  09/16/2022

  Business Response /* (1000, 5, 2022/08/31) */ Hello, After reviewing with our team, a refund for membership dating back to January has already been refunded. A manager, Juan, has processed the refund earlier today and has even left Ms. ******** a voicemail. To make one clarification on one item from the complaint: our "contract" is a 5-7 sentence terms and conditions that is written in simple terms an attorney is not required for. Our practices are not "predatory" and like every membership from gyms to cable tv the customer is expected to manage their own finances, be responsible, and be reminded that 99.9% of business never honor a refund when you agree to their terms and conditions. In 4 years of having club memberships we've never seen a membership have this much of an oversight. We hope this is taken into consideration after the conversations and investigation into how this conflict was handled by Ms ******** and her fiancé. Thank you.

• Initial Complaint

  06/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 6, 2022, I paid $10.00 plus tax for a basic car wash during my lunch break. As I was going through, I thought it was strange that nothing was scrubbing the hood, windshield, top and back of my car; and that the side brushes were barely touching my vehicle. When I got back to work, I noticed that the majority of my vehicle was still dirty and had not been cleaned. I immediately called and requested a refund. The person on the phone refused to provide a refund.

  Business response

  07/06/2022

  Business Response /* (1000, 5, 2022/06/07) */ Hello, We would love to speak with you as there are a few reasons the brushes may be retracted of a vehicle. Please call 407-985-1800 and ask for a manager between the hours of 8am -5:30pm so we can re wash your vehicle and offer you another wash. Thank you.

• Initial Complaint

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/27/22 an employee (E) detailing my car threw away a bag containing a $350 watch. I have the exact model #. The manager (Tyler) and corp. claims dept. know about this and the act is on comapny security video. I want $350 compensation to buy that watch again and the $15 tip I gave which the manager and claims dept refuse because E did not steal the watch. The orange county sheriff's office event # is *********, They will not investigate or charge because there was no crime. If you cannot prevail I will go to social media, to their customers then to court asap to make my case. **************

  Business response

  06/13/2022

  Business Response /* (1000, 5, 2022/05/10) */ Hello, Mr. ******'s vehicle comes underneath our full service canopy on 4/26 at approximately 1:09pm. Two team members start working on the vehicle and remain on the vehicle for the duration of the service. During the cleaning, a brown box which appeared to have trash in it was removed and thrown out from the vehicle. No other items appear to be removed from the vehicle by either team member. After the cleaning is completed, Mr. ******* approaches a manager by his vehicle and has him touch up a spot on the rims. Mr. ******* looks over the exterior of the vehicle and gets in the driver seat to reverse his vehicle out of the full service canopy. Mr. ******* called the next day to demand compensation for his watch not being in the vehicle and officially notify the company. The alleged watch in the car is not visible at any point on camera footage nor has Mr. ******* provided proof the watch was in the vehicle. As a policy, we have a sign posted that states "Please Remove any all valuables from your vehicle. Items left behind may be lost and or damaged." This disclaimer will be attached in this reply. Upon review of the footage, there is no further indication that our team member has any item on his person. Mr. ******* has already threatened the company and posted reviews that are factually not correct on social media. This should be taken into consideration when reading this complaint. Thank you Consumer Response /* (3000, 7, 2022/05/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Details to prove this business does not stand behind legitimate customer claims and efforts but MUST about employee negligence or theft. - The items referred to as "trash" and thrown away by "E" were: a new blue plastic glasses case, 2 clean small plastic glasses and a new mailing envelope containing the watch. - The items are visible on the video at the 1:17:05 mark and do not look at all like trash. I saw the video and calling these items trash is a lie. I asked Jesus and Rachael to change the verbiage on the video tape calling the items trash to "envelop with watch". - Also the weight of the watch should have been noticible to E as he carried it. Of course maybe he did. - I asked Tyler the mgr on dututy later at 5:55pm to please go to the trash bin also visible in the surveilance video to get the items but he said it was already picked up. He made no other effort to track them down. The watch was a Citizen model BL5250-02L. I gave Rachael and Jesus this info when I watched the video. - The watch was under the driver seat out of sight and out of the way since I was heading to Celebration Jewelers right after my detailing to have the calendar reset. - I gave Tyler 3 names of people and their phone numbers who knew the watch was in my car. One of them was the Jeweler whom I had been working with. Sweetwatch has not called to verify. - What was stopping a team member from locating the watch after hours and keeping it? - This is key: Tyler, Jesus and Rachael all said Sweetwater employees are forbidden to remove items from cars during detailing or otherwise. So this just shouldn't have even happened and Sweetwater only wants to discredit me and run. Thank you for your efforts to resolve this case. Business Response /* (4000, 9, 2022/05/20) */ All information we can verify is included in our previous response. Thank you. Consumer Response /* (4200, 11, 2022/05/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) They ignored all of my facts and provided no new information. They will not believe the customer. I never threatened them. I have posted my experience on social media sites and have received overwhelming support for my loss and request.

• Initial Complaint

  03/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle sustained significant damage at the Sweetwater Car Wash in Windermere, FL earlier this week due to employee negligence. I have yet to have someone from the business, who has any information, contact me. Everyone i speak with tells me something different, and that someone will contact me. No one has reached out and the GM (Michelle) that I spoke with told me that the problem was above her pay grade and I need to send an email.

  Business response

  04/21/2022

  Business Response /* (1000, 5, 2022/03/26) */ Hello, On 3/22/22 at approximately 4:50pm, Mr.******* reported damage to his 2019 Volvo roof rack. Upon investigation, the roof rack is an aftermarket product that does not come with the vehicle and is installed within the door (please see picture attached) and not on the roof. The damage was very likely to occur based on the installation and non-OEM (Original Equipment Manufacturer) part on the vehicle. After our investigation, Mr.******* was told by our general manager that the damage would not be repaired since we do not cover non-factory parts. This occurred on 3/25/22. He was also advised that 2 disclaimer signs (one before payment and one after payment is made), notified him that any damage to an aftermarket part would not be fixed if any damage occurred during his service. We are attaching the photos of both the disclaimer signs and the roof rack. We are not responsible for damages to aftermarket parts on any vehicle. Mr.******* has contacted his insurance company and we are already cooperating with them during their inquiry. Thank you.

• Initial Complaint

  11/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date: 10/23/21 Incident- Ashtray broken in my vehicle On 10/23/21 I took my BMW 528i for a detail of the inside and outside. I left my car there for the job to be down while I went next door to the nail spa. Upon my return I noticed that the ashtray was broken. I spoke with the manager Jesus and the Lead Tyler (I believe his name was). They took my information and took pictures to file a claim and stated the claims dept. would review the tape and contact me within 2 - 3 business days. It has now been almost 2 weeks and I have not heard anything. At the time they stated the individual(s) that had cleaned my vehicle had left for the day. They stated that would have offered me a free service on my next visit but I live in another city 3 hrs away. So I spent almost $45 for my vehicle to not be cleaned to my satisfaction and have something broken.

  Business response

  11/23/2021

  Business Response /* (1000, 5, 2021/11/05) */ We apologize for not calling the customer back about this claim. It was a simple oversight. The customer dropped off her car and requested that we clean the closed ashtray, which is not in our normal procedures as we do not open anything that is closed. Since she requested that we clean the ashtray, we asked her to open the cover of the ashtray which she did. We cleaned the ashtray as requested along with the rest of the vehicle which is 9 years old. The customer is now stating that the spring for the ashtray cover is not working. We have no way of knowing if this was already broken, but she is the one who opened the ashtray. She also left the property with the car and returned later to claim we had caused the damage. We spoke to the customer on 11/4/21 and issued a refund at her request even though we provided the services that she paid for. The refund was for $41.98 and the customer was happy with refund. We consider this matter closed. Thank you Consumer Response /* (3000, 7, 2021/11/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) That response is a COMPLETE fabrication of the incident!!!! When my vehicle was dropped off I purposely left the ashtray open so that it could be vacuumed out. I explained this to Jesus and Tyler so please DO NOT twist my words!!!!! I removed EVERYTHING (all phone charger cords etc.)so that nothing was in the way inside. It was only after the incident that I explained I LEFT IT OPEN.I initially spoke to NO ONE about cleaning the ashtray.I wasn't even there when they vacuumed the vehicle. I simply pulled it in the vacuum bay and walked next door. So that is a lie that I requested anything, you all closed the open ashtray.Yes, I did drive my car right next door 2 seconds to the nail spa to finish my services there. It was a matter of about 15-20 mins when I returned because I noticed it was broke. I DO NOT CARE how old the vehicle is if something is broken of yours and it wasn't any fault of your own you would be seeking a result as well. I understand it is my word against you all but the way this could have been handled was offering me a refund to begin with and NOT VERBALLY INSULTING A PAYING CUSTOMER ABOUT HOW OLD THEIR CAR IS!!! It appears that if you all feel like the vehicle is not worthy you all treat it as such! But it's ok I'm sure business won't be great for you very long. Business Response /* (4000, 9, 2021/11/08) */ We treat all cars the same no matter what. We apologize if our response upset the customer. As we stated in our response, we have issued the refund as the customer requested.

*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. ↩