ComplaintsforUltimate Shine Car Wash

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6/14/2024 I came to Ultimate Shine prior to a wedding we were attending. The attendant stated the current promotion was 2 months for $25. I repeated the offer and he said yes. Signed up, was given a barcode. Used the wash several times, with mixed reviews on the staff and the pre-treatment of the vehicle. 7/14 I noticed I was charged $25 again, plus $3.99. Went to the office and there was another vehicle listed on my account; should just be my vehicle, so Im not sure how this was added. They had a picture of the lady, make and model information of her vehicle, so there was some level of input by the staff to add them into my account. They stated the $25 was for the additional vehicle on the account. They refunded the $25 plus $3.99. Went through the wash once since then 7/27/2024, and it flags me. The attendant cannot find me in the system by last name first name, or barcode number, as if I dont exist anywhere in their system. She states she will have the manager call me 7/28/2024 and took my name and number down. No one called as of 8/4/2024. I call customer service 8/5/2024. **** was real rude, talked over me the whole time, and kept saying we dont have promotions like that. She was able to find me, and said I should have no problem going through with my barcode from 6/14/2024. Through further conversation she cannot find where my card was refunded in July, and informed me Ultimate Shine changed my barcode from my original one, but no one told me or sent me the updated barcode, or informed me of why it was changed. They wouldnt provide information on if someone used my (updated) barcode since changed or who it was given to, and said I could get a duplicate one at the car wash. I dont need a duplicate, I need the original so no one utilizes my membership as has previously been done. Seems like they are adding people onto other memberships in hopes no one notices the slight increase in charge.

  Business response

  08/19/2024

  We care about your experience and want to do what we can to make this right for you. We would like the opportunity to investigate your feedback further. If you're open to being contacted, please send your contact information and experience to ********************************** and we will get further assistance from management and retention to better understand what happened
  

• Initial Complaint

  06/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My credit card is expiring in July 2024 All the month of June 2024 I was denied entry until someone came over to tell me about my expiring card. Fine no issues Well today June 30, 2024 I was denied entrance since they said the card is expired . This is false. Then the guy had the gull to say he would let me in as a courtesy. Im paid thru the month of June. Well I talked with the manager and he was just as rude. They lost my business forever.

  Business response

  07/07/2024

  Thank you for bringing this to our attention. We understand having to go through this runaround for an entire month was far from the quality experience our team always aims to achieve! Unfortunately, our employee's pay screens do not inform them of an exact month/year of the cc expiration date, they are only receiving a notification that the card is expired which led to the misunderstanding and we sincerely apologize for that and will utilize this feedback to ensure a better solution moving forward! If you'd like follow up form management, please provide more detai9ls on the customer service experience you had regarding our General Manager as well as the specific location you had visited when this occurred to ********************************** at your earliest convenience. We thank you again for the honest feedback and opportunity to grow as a team!

  Customer response

  07/08/2024

   
  Complaint: 21923129
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a membership on April 23 for *****. there was NO indication this was just a two month special. On the second month of service I was charged $44.88. Again there was nothing on the receipt that says this is a special or that it would end after two months. Even if it did, my third month payment wouldn't be until July 23.

  Business response

  07/07/2024

  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 allow 2-3 business days to hear from them via call/or email and reach out to ********************************** if you have not received confirmation within that timeframe. Thank you for the opportunity to make this right! 

• Initial Complaint

  06/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I entered a promotion that ultimate shine car was was having. The promotion was you buy a car was and you get unlimited car washes that month and you can opt out of the cost of next month charges if you cancel your subscription. I started this promotion on May 19th and on June 17th I canceled my subscription. That same day they charged my credit card they had on file and charged me $33. I tried to settle this on their website and ask them to take it off my card and they said they dont reverse charges and that I would have to wait another month. They said they only reverse charges for extenuating circumstances. I tried to explain that you charged me after I canceled my subscription but they disconnected me. I called them and the guy I talked to said he saw where I canceled on the 17th and he saw where they charged me the same day but he refused to give me my money back. I have the email where they acknowledged I cancelled this on Tuesday and the email where they billed me. I also have my bank statement saying the first time I entered into the promotion was May 19th and I canceled it on June 17th

  Business response

  07/02/2024

  We appreciate you taking the time to let us know about your experience with Ultimate Shine! We sincerely apologize for causing any frustrations with our interactions in your attempt to cancel your membership as well as any potential miscommunication from our team members. You can find our FAQs page on our website at ********************************************** where it is stated on your membership that you will receive one month of wash post cancelation per our membership policy. (Attached you will find a screenshot of the faq as well.)

• Initial Complaint

  06/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to Ultimate Car Wash for a quick rinse. They were offering a membership for $25 a month for 2 months. So instead of purchasing a $15 wash I opted in for the subscription for 2 months. It took 4 tries swiping the card and finally getting through. The system kept glitching. My receipt shows $25 make and model of my truck and account number FP#*****+****** . I received a text a week later offering a 3 month subscription for ***** which gave cause for me to call because I just joined for $25. The representative I spoke to said it showed my account was active and inactive. She was very kind and just as confused as we were. She called back and said they would not be honoring our purchase of the membership on 5/4/24 that we would have sign back up and they would not apply the $25 toward any membership. We purchase a membership every year for several vehicles. They must have new management or owners to explain such service to yearly members for multiple vehicles. We will no longer be using this company since this is how Ultimate Shine treats their customers. They are basically saying we chose to pay $25 for 1 wash, NO, We would have never paid that much for a one time car wash that is ridiculous. We want other customers to be aware of this this companys tactics. Also, last winter when we canceled membership due to it being winter. They continued to bill us. I had to call my credit card company to be refunded. Thankfully, I kept the receipt. This company has gone down hill. Equipment was not working to clean the mats either.

  Business response

  06/22/2024

  I appreciate you taking the time to bring this to our attention! Wed love the opportunity to investigate this further and provide you a proper resolution. Please provide the information to what the membership would have been under to ********************************************** ad we will ensure our retention team better assists!

  Customer response

  06/28/2024

   
  Complaint: 21820623
  
  I am rejecting this response because:
  
  I sent in the account number and a picture of my receipt with the account number on it.

  Was the complaint even read or was this automated.

  Go back and read the original complaint for the information.

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

  Business response

  07/07/2024

  Apologies - because of the statement regarding the accounts being both inactive and active; we require more information in order to properly locate internally. Could you please provide the location that sold you this original memberhsip so we can have upper management reach you to provide a reosltuion?

  Customer response

  07/09/2024

   
  Complaint: 21820623
  
  I am rejecting this response because:
  
  My first initial response has all the answers that you are asking for. 
  this is my third time responding about this matter.

  I attached the receipt again to this response and I wrote it down again but this time I took a pic and attached it.

  The Address is on the top of the receipt along with my account number with make and model and everything else.
  

  But I will type it in Ultimate Shine Express #8

  2605 ******* Trail 

  ************ 37660

  ************

  Car 944

  FP 820734+855764

  09 **** Truck F150 Pickup

  Curious can you not type in the store number and find the store on the receipt?

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

  Business response

  07/18/2024

  Apologies as we could not open the first attachment! The request to reach us at the reviews email was to ensure as prompt response time as possible. With that being said we were able to look at the new photo and see that the receipt shows the one-time charge of the ceramic wash at $25.00 which had to have been an error on the team members end and we sincerely apologize for that! Is the account number active or has it already been canceled?

  Customer response

  07/20/2024

   
  Complaint: 21820623
  
  I am rejecting this response because:

  I was told by a representative that  the account showed active and inactive
  And they didnt understand why.  Because my account number is on my receipt and the special that day was for $25 for 2 months.
  I would not have paid that much for one wash. 
  They  finally reached someone else and asked and they did not want to honor the special or credit my account at all. 

  They just 
  Sincerely,
  
  *********************

  Business response

  07/31/2024

  I am trying to locate the account number on the receipt attached but it seems this receipt is a speeding ticket. Please contact the requested email' *************************** with a photocopy of the receipt or the account number so we can look into this further...

  Customer response

  08/04/2024

   
  Complaint: 21820623
  
  I am rejecting this response because:

  this has been going on long enough!

  Ive attached the receipt with account number and typed account number!

  This company is a scam!

  Your Response to my account number is a speeding ticket!?

   

  Good Riddance 

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

• Initial Complaint

  05/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Signed up for the 3 month half off deal. During this time the vacuum nozzle ripped my seat, they offered to refund me after buying new seat covers, well I dont have that money to pay upfront so I decided to just let it go.Cancelled my membership through chat and email. Even cancelled it again after they attempted to charge my card which was turned off. Well after emailing them to cancel they charge me several days later taking $40 of the $60 i had in my account causing me not to be able to pick up my diabetic medication for $40 at CVS . Reading through complaints it seems they have an issue charging people after cancellation. Seems criminal, I am contacting the Attorney General to look into these complaints and the reviews.They have no easy way to cancel or even look up your account. Maybe stop building car washes and invest in a system for consumers to check and cancel their memberships. I want my $39.95 back.

  Business response

  05/30/2024

  We are so sorry to hear about this and want to ensure you are properly refunded. In the case the card is not on file due to the cc being turned off, please provide your information to *************************** and our retention team management will be ready to assist in getting this charge sent back!

• Initial Complaint

  03/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Cancelled service in person on the 15th of this month, my card was charged for next months renewal on the 22nd. I just returned to the car wash in person and they confirmed my subscription was indeed cancelled and could not refund me I would need to call a customer service number they provided ************ they informed me that my account was not cancelled and would need to be cancelled I confirmed yes I need this canceled and a refund for services not provided. They could not tell me why it shows cancelled at the store level but not in the customer care level. They stated they could not give me a refund and a manager would call me in 2-3 business days about my complaint. I should not have to jump through repeated steps to cancel a car wash and not be charged for it !!!!

  Business response

  03/25/2024

  Thank you for bringing this to our attention, *****! You are right - you should not have to go through multiple steps to cancel your plan with **. I'm sorry you had this experience. I have located your account, confirmed it is cancelled, and refunded the charge of $22.95 that was charged after you requested to cancel at the wash location. There sometimes is a delay between the sites' system and our customer support team. This could have been why you received a different report from our support team. If you have any issues going forward, please email us directly at ******************************* and we can assist. 

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  About 1 week ago from this date I went through the Ultimate Shine Carwash for a free wash. It scratched and damaged the hood of my 2023 ******************************* I filled out a damage claim with the business. Today I received a call from a manager, ***************************. She states they are not responsible and has denied my claim. They won't even give me a copy of the claim form I had filled out.

  Business response

  02/16/2024

  Hi Mr. **** thank you for reaching out. We apologize our wash did not meet your expectations. We pride ourselves on delivering a clean, shiny, and dry car. I understand you spoke with our Site Manager and District Manager about the incident. After investigating the report, the scratches referred to were verified via camera footage to be there prior to entering the wash. We also escorted you through the tunnel and showed you the equipment and validated that the marks on the vehicle could not be produced by the rotation of our equipment.

  Customer response

  02/19/2024

   
  Complaint: 21271196
  
  I am rejecting this response because:
  
  Sincerely,
  I did NOT speak to your district manager because he will not answer nor return my calls. Your cameras didn't verify a thing. You are a liar. 
  **** ***

  Business response

  02/22/2024

  Mr. **** Thank you for your reply. Unfortunately, we are continuing to deny this claim based on the knowledge that we have. We are very sorry for any inconvenience this has caused you. 

  Customer response

  02/22/2024

   
  Complaint: 21271196
  
  I am rejecting this response because: This business is very shady and needs to be held accountable. I'm not the only one that's had issues with this location. They definitely DID CAUSE scratches to the hood of my car. That's a 100% FACT!
  
  Sincerely,
  
  **** ***

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cancelled my car wash subscription a week ahead of the start of the billing due to a technical issue.The RFID reader can not read my tag to open the gate also I was disappointed with the service level.Although, I called a week before the start of my billing cycle to cancel over the phone and got a verbal cancelation confirmation.Ultimate Shine kept charging my credit card on a monthly basis.I called again ultimate shime customer service, they were not cooperating at all.

  Business response

  11/01/2023

  Thank you for reaching out! After reviewing your account, it appears your account was terminated and you were refunded $59.90 back to your **** card that we had on file. This was initiated on our end on 10/30 (see attachments). This can take up to 7 business days to show on your account depending on your bank/card carrier. We apologize if this wasn't done the first time you requested, but appears to have been resolved. You indicated on here this was in regards to repairs, but I do not see anything noted on this topic. If you have further things that need resolution, please reach out to us at ************. Thank you!

  Customer response

  11/01/2023

   
  Complaint: 20798983
  
  I am rejecting this response because:

  I had to make many calls with your customer service with no response!

  ********************************************* should compensate me for wasting my time and not receiving the service I paid for!

  This is not the first time to happen , many other customers complained the same problem with no action taken!! 
  
  Sincerely,
  
  ***************************

  Business response

  11/02/2023

  Hi *******, thank you for your reply. Your account was refunded $59.90, the last month's charge in full. We have reviewed our system and do not have any record at our customer care line of contact prior to your email on 10/30/23. Were disappointed that your previous attempts did not provide the help you needed with the on-site readers. Please send your mailing address to us via email at ******************************** We would be glad to send you a voucher for a free ceramix wash at the Ultimate Shine location of your choice at a $25.00 value. We hope to hear from you soon and apologize again for your experience. 

  Customer response

  11/02/2023

   
  Complaint: 20798983
  
  I am rejecting this response because: you customer care records is not accurate!

  I called your customer care more than 3 weeks ago. Your customer care representative confirmed to me that the subscription cancelled. While reviewing my credit card transactions I found out that you charged my credit card AGAIN although you confirmed the cancelation of the subscription.

  you need to immediately improve your customer care system and records. You wasted my time by making the subscription cancellation process is too difficult and time consuming.

  again, you should pay for customer you wasted their time and improve your customer care system
  
  
  ***************************

• Initial Complaint

  08/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Monthly carwash with a monthly recurring payment of $29.95. I had sold the vehicle in May and attempted several times to notify the business this, nonetheless, kept receiving the monthly charge to my credit card. I finally was able to get a response form their corporate office on 7/28/2023 where they said they had terminated the account and refunding 3 months ($89.95) to my card. During this time the credit card's expiration date passed but they have continued to bill and no refund has been received. I followed up today via email and was told that the card was still allowing charges to process (note response on 7/28 of account termination???) so they are still charging the card. But, as the date on the card had expired a refund could not be applied...is that not convenient for them? I have disputed the current August charge and my credit card company will not be making that payment. I have tried several times this morning to call them but no answer.

  Business response

  08/31/2023

  We connected with this guest regarding a refund and the guest already contacted their bank and disputed the charge. 

*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. ↩