ComplaintsforFlagship Carwash

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a terrible experience at Flagship Carwash. I went in for a simple car wash and later discovered that they had signed me up for a membership without my consent. This is a highly unethical practice, and I am extremely disappointed in their business conduct.

  Business response

  06/22/2024

  Thank you so much for taking the time to bring this to our attention and we sincerely apologize for the frustrations. We want to be sure to correct any error that *** have occurred in this cancelation process. We have used your complaint info to send to our retention team to reach out to you as soon as possible and assist in canceling your account and seeing what issues *** have occurred in your monthly charges. Please reach out to ******************************** with your account information and we will better assist!

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Tuesday I paid for an exterior and interior wash of my convertible sports car. After payment with a clerk, I entered the **** center only to learn from another clerk that they had closed. The following 20 minutes were a harrowing experience to get control of my car & out of the car wash center. My car was not cleaned properly & car wash personnel drove my car around the inside of the car wash center without my permission. At one point, my car rear tires were stuck in the conveyor belts seam and several car wash staff had to push/lift my car out in order for me to be able to drive my car to leave the car wash. The whole experience was scary and upsetting. On 5/14 I spoke to Flagship car wash customer service & separately to the manager of the One Loudoun location. While everyone I spoke to agreed this shouldnt never have happened, I have not received a refund of the charges to my credit card.

  Business response

  05/20/2024

  Customer has been emailed for further information to issue her full refund of the wash.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 7, 2024 I entered the flagship car wash on ********* in ************, ******** to have my car cleaned inside and out. After I left, I discovered that my antenna was gone. The next morning I went back to see if they had found it and they did not. I called the company and explained what happened. They said someone would get back with me. No one called me back. Today is May 14. So now I have replaced my antenna and would like to be reimbursed for $529.10, cost for replacing a new antenna.

  Business response

  05/15/2024

  We appreciate you bringing these matters to our attention. We have spoken with management regarding their decision and have attached our wash disclaimer that is actively posted prior to tunnel entry across all our locations. Per our disclaimer, we are not responsible for damage to antennas, nor can we accept a damage claim if the vehicle has left the lot. We truly understand that this is not the conclusion you were hoping for, but we must honor our damage policies and management's decision damage claim and communication. Please feel free to reach us at ******************************** with any additional concerns, or if there is anything else we could possibly do to assist you.

  Customer response

  05/15/2024

   
  Complaint: 21709363
  
  I am rejecting this response because: The car wash should be responsible by how their machinery works. Obviously it was working too aggressively. I heard a banging sound when I was going through it and the workers should make sure that the antennas are secure.   I have been going to the previous car wash for 20 years and never had a problem until they switched ownership. They will never see me, my family or friends there again. They should at least have offered me a free wash. Good luck!  

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

  Business response

  05/24/2024

  As mentioned in our disclaimer and previous response we are not responsible for antennas; and this is posted prior to entry. We take an average of ******* cars a day and no other damage claim was filed during this week. We understand your frustrations and we would be more than happy to offer a complementary was of our highest tier. Please send your preferred cell to ******************************** and we will send that via text!

• Initial Complaint

  05/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This was the WORST carwash I have ever gotten. I purchased the ultimate package, which included interior and exterior cleaning. I told them at the start that I wanted the trunk to be vacuumed as well. When I got the car after the carwash, the inside wasn't vacuumed and there was still dirt caked on the outside. I told someone working there and she said I had to tell them at the beginning, which I already did. I told a manager and he said my car is still dirty because "I don't have a membership". The attitude of everyone there was nasty and rude. The manager had someone vacuum the car because I insisted and it was clear that they never bothered to do anything included in the package that I paid for. I asked why there is still dirt on the outside of the car and he said its because I don't wash my car. I could've gone to a gas station carwash and my car would've been cleaner. After all this, I still had to ask the workers to clean the console and cupholders. They tried to tell me they can't clean it because it's dirty. ??? That is your JOB! I paid $36 and spent an hour here for all of the staff to be rude, condescending and do ANYTHING to not have to do their job. I came in on 8/31/2023 at 4pm. The number on my receipt is G80477. I still have the receipt and can attach it if needed. I want a FULL refund and I'll make sure to tell everyone I know NEVER to come here.

  Business response

  05/15/2024

  Flagship is dedicated to providing top quality clean and memorable service to all our customers and we are absolutely heartbroken to hear that your concerns were not met with empathy and sincerity. We would love the opportunity to make this right and implement the proper corrective measures with the team to ensure this doesn't happen moving forward. Could you please provide the address of the location this occurred at and your BBB Complaint number to ********************************* This will enable us with faster and more direct response time. 

   

  Thank you again for allowing us to correct these mistakes and to earn your trust back!

  Customer response

  05/15/2024

   
  Complaint: 21701228
  
  I am rejecting this response because I have submitted my complaint through the feedback form on the website and I was ignored for months. I started a chat on the website and told someone would call me and no one ever did. 
  
  Freena C

  Business response

  05/30/2024

  Our retention management has been notified and will reach out to provide a full refund of the requested amount within no more than 1-2 business days. If you are not contacted within that timeframe, please reach out to ********************************

• Initial Complaint

  05/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $74 for a month of car washer. I requested my account to be on hold because Im going to have to have surgery and will not need it for several months after May 19 when I went to the car wash after pausing it so I wouldnt forget it made me pay $44 to get my car cleaned when I paid for unlimited car washes for the month.

  Business response

  05/15/2024

  Thank you for taking the time to bring this to the Flagship team's attention! We always aim to provide nothing short of quality experiences with our customers and we sincerely apologize for any potential miscommunication that came from our team members. Could you please provide the location this occurred at to ********************************* That way we can investigate this further and ensure you are refunded.

   

   

  Thank you for the opportunity to make this right!

• Initial Complaint

  05/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3/19/2024, I paid for an express interior detail of my Jeep Cherokee, which I have done numerous times over many years. On March 20th, I noticed the touch screen of my car was splotchy. Upon further inspection, I realized the finish of the screen was rubbed off and so I called to see what I needed to do. I filed a claim via phone as instructed and then went to the store to file a paper claim as instructed. I heard nothing after a week as was promised. I called and was told to email, which I did and heard nothing. After 7 more phone calls, another claim via phone (as instructed) and four more emails over several weeks, I got a return email stating I gave them the wrong number ( my number is correct in my emails and the paper claim) and they finally found my number and stated I did not answer ( I teach and cant answer my phone and I dont answer numbers I dont know), yet no voicemail was left. In the email from ************************* was told they did nothing wrong (even though I took pictures and the manager did as well) and that Flagship was not responsible. The email signature was from *********************************. What if anything can be done?

  Business response

  05/21/2024

  Thank you for bringing this to our attention. Your feedback is valuable and allows Flagship to consistently make adjustments and ensure we are providing the best experience and services possible! We sincerely apologize for the issues with communication! By the photos we have provided in the attachment it looks like the phone number you provided on your damage claim form was incorrect. Management called that number the very next day and multiple times after. Als provided is the new cell phone form the online contact form that we did not receive until 5/08/2024. We have called that number but seem to have missed you due to your work schedule you mentioned in the BBB Complaint but were unaware as it was not provided in the contact form communication (attached). We sincerely apologize that these issues caused the disconnect. We wanted to look into this damage claim decision again for you and have contacted management who decided with our claims team on whether we take responsibility. After reviewing the provided photos and information again, we do not accept responsibility. There is an ongoing issue with Jeep Cherokees dash screens delaminating and attached is a useful Jeep Forum online article you may refer to; **********************************************************************; Our interior cleaners are all ammonia and alcohol free and cannot eat into the interior that way. All team members are trained early on not ever directly spray display screens. It is for these reasons that the claim is denied. We truly understand and empathize with you and know this is not the answer you are looking for. It is essential to highlight that our decision to deny the claim is based on a thorough and impartial evaluation of the circumstances. We believe in transparency and accountability,and we respect the BBB's role in mediating consumer-business disputes. We are confident that our actions have been fair and just, and we remain open to providing any additional information or clarification necessary to support our position and assist customer with any recommendations on getting further assistance for their dash!

  Customer response

  05/21/2024

   
  Complaint: 21695902
  
  I am rejecting this response because:
  I need your company to understand that while in ONE email, I had a typo. The correct number was provided on paper that was originally scanned and sent to the claims department, as well as the several times I was asked to provide all my information via phone so it could be forwarded. My email was not incorrect and I received ONE email prior to the very rude and condescending rejection to the claim. One would think to look at the whole chain of notes and information provided other than the ONE incorrect number and would have then noticed the correct number. 
  

  regardless, thank you for providing a link to a forum regarding Jeepthat is appreciated, as well as the more professional and courteous response than was in the prior communication; Your services, unfortunately, no longer will be.
  Sincerely,
  
  *************************

  Business response

  05/30/2024

  We absolutely value such honest feedback and apologize this kind of communication and interaction wasn't provided to you since the beginning. We are disheartened to see you go and will ensure proper adjustments can be made with our own team to keep potential disconnections or miscommunication from happening moving forward. We do sincerely hope to earn your business and your trust back in the future. Never hesitate to reach out to discuss this further via ********************************

• Initial Complaint

  04/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  For some time, I have had a monthly subscription for unlimited car washes from Flagship. The monthly cost as advertised on their website (image attached) is $74.99. On March 1 and April 1, I was charged $79.49 by ** Car Wash. I called Flagship on the number they provided *************) March 4 and March 6. They acknowledged I was overcharged and indicated the mistake would be escalated and corrected. It wasnt. I called again after the increased charge happened in April. I was told the same thing, that it was a mistake and would be addressed. Their BBB rating should be pulled.

  Business response

  04/16/2024

  Hello *****, 

   

  The charge is correct. The charge includes tax. ** mandates that we charge tax on all transactions.

  Customer response

  04/19/2024

   
  Complaint: 21569819
  
  I am rejecting this response because:

  I called your customer service three timesTHREE TIMESand your customer service said I was not charged the correct amount each time and that it would be escalated and resolved. I was not charged this amount for many previous months, but rather the advertised amount. 

  If there was a sales tax issue, this would have been explained at the first call to your customer service (or the other two times). 

  I demand a refund for the months I was overcharged  you should lose your BBB rating.  
  
  Either your customer service was wrong the three times I inquired, or this explanation is simply not accurate. I also have now attached a message where you state the increase is due to inflation. 
  
  So which is it?  A mistake, a tax, or inflation?  
  
  For $10 bucks over two months, you have lost a loyal customer of your company for 32 years.  My initial call was made as I assumed this was fraud as the amount was off it turns out it is a whole different type of fraud. I will be sure to let other customers know about this matter.  I also am now considering referring this matter to the Office of the Attorney General and CFPB  

   

  Business response

  04/22/2024

  79.49ello, 

   

  The phone rep did not realize the charge was tax. Your charge went from $74.99 a month to $79.49 a month which is a difference of 6% which is $4.49. You purchased your membership in DC and unfortunately DC makes us charge tax on single washes and monthly memberships. 

   

   

   

  Customer response

  04/22/2024

   
  Complaint: 21569819
  
  I am rejecting this response because:

  You need to properly train your staff  I called three times and each time I was told it was your mistake. 

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I feel my credit card information has been compromised by flagship. I logged into my account and noticed that my credit card and my license plate were associated with another person and their cellphone number. The customer service representative was furious with me that I had another customers information and was unable or unwilling to secure my account. Not at all concerned that there's a breech in their website that effects my finances and personal information. In the screen shot the cell phone number listed is not mine. Accounts maybe accessed through the site by cell number, or license plate and last 4 digits of the credit card number.

  Business response

  03/28/2024

  Hello ********, 

   

  As was discussed on the phone. We here at Flagship cannot create an online portal for customers. When you created your online portal the information you put in was not correct and ended up being someone else phone number.  We walked you through creating a new account and we are deleting your other 2 portals that you created that had the wrong information entered. 

• Initial Complaint

  03/26/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I am extremely upset ! I used flagship carwash once for the $44 to clean in out and windows etc and never stated or accepted to do monthly unlimited cleaning!! This is unacceptable for the employee who just signed me up without consent please refund my$44 that was charged!!! it is fraud to use peoples credit cards when coming to clean to automatically sign up without consent!!!! I did try reaching out to flagship and they will not refund me the money that was taken out I did not use service after the one time clean I did in February.. they state they tested me in which I never received !!! This is just not acceptable how can I trust getting car washed now anywhere without worrying about an employee using my card to sign me up without my consent :( please oh please help me !!

  Business response

  03/27/2024

  Hello *******, 

   

   

  I do apologize that the wash promotion was not explained correctly to you. I do see that you received a text message the day you signed up on 2/20/2024 at 9:43 am and you gave the cashier your cell number and email address for the membership. I went ahead and refunded you the $44 that you were charged on 3/20.

   

  Customer response

  03/27/2024

   
  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 and hope this never occurs to myself anyone else ever.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  03/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have called over 7 times and put in multiple tickets online to be refunded as I was over charged. I signed up for the 1/2 off monthly unlimited car washes. The first month was charged correctly, the second month was charged in full. When I initially called they said to ask for a refund online (which seems a little backhanded as they illegally charged me more than contractually allowed). I filled out the form AND followed up with calling. They said it would take 3-5 business days and mgmt had to approve my refund--again they need to "approve" literally stealing money. I have called numerous times following, have been told me ticket was "escalated" yet haven't heard a single word back from anyone and have yet to be refunded after being wrongfully charged. I asked for my refund back on 2/20/2024, today is 3/26/2024.

  Business response

  03/27/2024

  Hello *****, 

   

   

  I apologize, we had a glitch in our system with that promotion and I have refunded you the full amount $31.99. Again, I apologize that it took so long to get your refund. 

*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. ↩