ComplaintsforFlagship Carwash

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  August 5. 2024, I tried to purchase an air freshener for $1.79 and was charged $179. They refused to process the refund and the car was still filthy.

  Business response

  08/19/2024

  Thank you for bringing this to our attention and on behalf of the team, I sincerely apologize for the frustrations and for any potential miscommunication! Please send the receipt of charge and location that this incident occurred at to ******************************** and we will investigate this further and reach out!

  Customer response

  08/19/2024

   
  Complaint: 22093417
  
  I am rejecting this response because: the issue has been corrected 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have the unlimited car wash service for ***** per month. I have a white 2013 ****** Corolla. I normally bring my car to the ********************************* at least 3 or 4 times per week. One thing I noticed is that my front and rear bumpers always seem to be dirty for some odd reason so what did Sunday just past.....on Sunday, July 21, 2024 I used some bleach and a cotton cloth to clean both the front and rear bumper to a perfect white then I ran my car through your Waldorf carwash on that same day and as a result I realized that it was your carwash that actually put the dirt right back on my car.....both on the front and rear bumper. This is very disappointing because I never realized that it was your carwash that was actually putting dirt on those two areas of my car. I believe it's from the clothes inside the carwash that are dirty. Please contact me as this is unsatisfactory. What should be done to correct this issue?

  Business response

  08/06/2024

  As a member, your feedback is valuable to our business, and we want to ensure your satisfied with your monthly purchase! To receive fastest response times, please send the address of the location you're experiencing this issue at to ******************************** and our reputation manager will further assist you directly!

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  FLAGSHIP CAR WASH IS RACIST TOWARDS BLACK PEOPLE. FLAGSHIP ASSUME THAT ALL AFRICAN AMERICANS ARE AGGRESSIVE, CONFRONTATIONAL AND FIGHT INSTEAD OF DISCUSSION A SOLUTION WITHOUT FIGHTING Flagship African American Manager Illegally cancel my membership. He threaten to fight me when I ONLY shared with him that ******* is the riches county in the country. THE AFRICAN AMERICAN FLAGSHIP MANAGER SERVICE A WHITE CUSTOMER CAR BEFORE MY CAR WHICH MY CAR WAS FIRST. AS WELL AS THE AFRICAN AMERICAN MANAGER LIED REGARDING THE *** CODE AND ASSUME I WAS TRYING TO STEAL ANOTHER *** CODE FOR MY 2nd CAR. AFRICAN AMERICAN BE AWARE OF RACIAL DISCRIMINATION AT THE FLAGSHIP ******* LOCATION IN JUNCTION. WARNING DO NOT GET YOUR CAR WASH AT FLAGSHIP AFRICAN AMERICANS. FLAGSHIP IS RACIST TOWARDS BLACK PEOPLE. FLAGSHIP CAR POLICIES SHOULD BE VISIBLE FOR ALL CUSTOMERS ESPECIALLY AFRICAN AMERICANS. ****

  Business response

  07/31/2024

  We take these claims very seriously and would like to investigate the accusations further. Please reach us at ******************************** with what occurred. The only time a barcode will be deactivated is if it NOT on the windshield per your terms and agreements when signing up for a membersh9ip. If this was not the case, please explain what happened at the email provided so we can investigate this throughly via footage and ensure you are provided a proper resolution!

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 8th at approximately 1:30 p.m. I entered the Flagship Car Wash in **************** on *************** it's number 33 my truck was severely damaged and their car wash due to operator error the operator turned on the track to move the truck but the car wash never was turned on and it did ***** worth of damage to my truck I've tried numerous times to try and speak to someone they can never give you a person they do everything by email so I've tried tirelessly to email them to no avail they just keep saying that they claim has been denied I got an estimate I took it to the location I've been dealing with a guy named *********************** to know help at all they just keep saying go get the truck fixed and they'll pay for it they won't give me anything in writing they have made no attempt to contact me except through emails with a generic email that says claim has been denied I have hundreds of emails and I would love to file a complaint against this business because they really are a terrible business when it comes to resolving a claim they told me they would pay for it but I have not received anything I have gave them the estimates and every piece of information they need they did a damage claim it's on video and they will not pay for the damage

  Business response

  07/30/2024

  Im sorry to hear you had such a frustrating experience, but we really appreciate you bringing this issue to my attention. Our management staff will look into this. Since this is a site-level issue, the best way to go about this would be to reach out to the site and speak to the General Manager of the location as they and their manager review based on the footage and ensuring the damage was under the damage policies that are posted throughout the site prior to tunnel entry. Feel free to reach us at ********************************************************* if you need further assistance with understanding the claim decision or to get back in touch with management!

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/26/2024, At the Flagship Carwash on ***** HWY, after my car was washed and was being towel dried by a worker, the young man pushed open and broke the access door to the gas tank reservoir and broke it by accident. The young man immediately notified a supervisor, *********************************. ************** then wrote a narrative of what occurred and gave me a photocopy. He then took pictures of the damage, took my number, and stated that someone from management would contact me as soon as possible. Because I didn't hear from management, I went to the car wash on 4/30/2024 and spoke to the manager, *******. He shared his cell number with me, and I shared with him all the pictures and the incident write-up. He said he would order the part necessary and took my vehicle's VIN number for reference. On 5/14/2024 and 5/20/2024, I called and texted *******, but there was no response. I returned to the car wash on 5/21/24, spoke to *******, and texted him "Test" to ensure my messages were being received. He showed me that they had been received, and apologized for forgetting to order the part, and offered me free car washes for a month. I never went back to the car wash after that day. It is now 7/8/2024, and no one from Flagship has called or communicated with meno call from corporate or any call from management about the incident.

  Business response

  07/27/2024

  We take these situations very seriously & have sent your message through the appropriate channels and would like to get more details from you. If you're open to being contacted, please send your contact information to ******************************** and we will get you in touch with upper management

• Initial Complaint

  06/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the car wash and my spoiler was ripped off my car. Ive gotten my car washed multiple times and never had a problem. I left my contact information and I was told someone would call me within 72 hours. *** left multiple voicemails but no one called me *****

  Business response

  07/10/2024

  Thank you for taking the time to bring these matters to our attention!  Please send the address of the Flagship location this incident occurred at to ******************************** along with the date of the incident so we can get this to the appropriate team as quickly as possible. Thank you for the opportunity to investigate this further and provide a proper resolution!

  Customer response

  07/15/2024

   
  Complaint: 21920351
  
  I am rejecting this response because the provider asked me to email them with more details. I responded the same day and then I never heard back from the provider's corporate contact which means they're not looking to resolve the matter.
  
  Sincerely,
  
  ***********************

  Business response

  07/19/2024

  We appreciate you taking the time to give us your feedback! At Flagship Car Wash, we have disclaimers prior to tunnel entry and throughout the site that state we are not liable for any aftermarket parts. If this spoiler was a stock part made by original manufacturing of the vehicle; we can have management look into this further. If this was a Stock part and the vehicle is less than 10 years old, please contact us at ******************************** along with a copy of your incident report. Thank you for the opportunity to investigate this further!

  Customer response

  07/25/2024

   
  Complaint: 21920351
  
  I am rejecting this response because my prior email to the business wasn't responded to and they're now asking for a service report but their rep never gave me one when my car was damaged.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a car wash membership for the longest time with Flagship. Last month the car wash in ****** nearly broke off my mirror on my car. I complained to an associate and was called an idiot by them. I immediately went online to have my membership cancelled. It was confirmed closed. However this morning, June 25, 2024 I received an additional membership charge of $39.99 to my card. I contacted customer service who told me they wouldnt be of help and I wouldnt get getting a refund. This charge was not authorized and is fraudulent.

  Business response

  07/16/2024

  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. Please reach out to ******************************** with your account information so we can assist in canceling your account and navigate what issues *** have occurred in your monthly charges. Thank you for the opportunity to make this right!

  Customer response

  07/16/2024

   
  Complaint: 21899015
  
  I am rejecting this response because: Ive spoken to your customer service representatives via the images provided and they refuse to acknowledge the issuance of being charged still. I demand a $40 check in the mail to my home address as well cancellation verification which you all can run via my phone number provided. 
  
  Sincerely,
  
  ***************************

  Business response

  07/26/2024

  We understand that you spoke with customer service. The email and request provided in previous message will set you up with a separate team who can assist you with your request. Please send the last four of your cc and charge dates to ******************************** and we will recah out!

  Customer response

  07/26/2024

   
  Complaint: 21899015
  
  I am rejecting this response because:
  

  a follow up email was sent to you all via the email address provided at 4am yesterday, July 25th 2024 with an additional attachment where you all again charged my card another $39.99 only July 25th.  

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

• 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!

*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. ↩