Complaints

This profile includes complaints for Drive & Shine's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Drive & Shine has 12 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Drive & Shine

  2046 S Bend Ave South Bend, IN 46637

• 

  Drive & Shine

  1350 US #41 North Schererville, IN 46375

• 

  Drive & Shine

  518 S 11th St Niles, MI 49120-3312

• 

  Drive & Shine

  4201 W Main St Kalamazoo, MI 49006-2755

• 

  Drive & Shine

  16915 Cleveland Rd Granger, IN 46530-5634

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/17/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car was damaged by Drive and Shine. They have horrible customer service. The problem HAS NOT been resolved and **************** has been unreachable.

  Business Response

  Date: 02/26/2025

  Thank you for bringing your concerns to our attention. We take all customer feedback seriously and strive to resolve any issues promptly. After reviewing the details of your complaint, including the video footage of your visit, we would like to offer an explanation regarding the incident.
  At Drive & Shine, our team works hard to ensure a safe and smooth experience for every customer. The damage occurred while the customer was operating the vehicle. Our staff provided clear instructions on how to safely enter the wash, but it appears those instructions were not followed. As a result, the situation was not caused by any error on our part.
  We understand that this experience may have been frustrating, but we do not believe that the damage was due to any fault of Drive & Shine. We encourage all customers to carefully follow the guidance provided by our staff to help avoid such issues in the future.
  We understand you have been working closely with our store manager on a resolution, and we are confident that this matter will be addressed appropriately.
  Sincerely,
  Drive & Shine

  Customer Answer

  Date: 02/26/2025

   I am rejecting this response because:
  
   The machine operator directed me onto the wash tracks off to the side. She then failed to quickly stop the conveyor once it was obvious my car was not on the tracks properly, damaging it. 

  Business Response

  Date: 03/11/2025

  We sincerely apologize for the inconvenience caused by the incident at our location on ***********. After reviewing the camera footage, we believe we are not at fault. However, we made several attempts to meet with you and offer a customer concession to help resolve the situation. We were prepared to meet with you and potentially offer professional detailing services to remove scratches and minimize the damage. We understand that you have since traded in your vehicle, and as a result, we regret that we are unable to provide a cash settlement for the damage.
  Our policy requires us to work directly with customers to address any vehicle damage issues. Since the vehicle was traded in before we could make repairs, we are unable to provide compensation. We genuinely wish we could have resolved this matter together. We appreciate your understanding and remain committed to providing the best service to all our customers.

  Customer Answer

  Date: 03/11/2025

   I am rejecting this response because:
  
  Drive and Shine has copies from two reputable establishments that provide details about the damage to my car and the cost of repairs. They also took pictures and viewed the damages themselves. I  understand that Drive and Shine has a policy about doing their own repairs. However, I have a personal policy to only do business with companies that do quality work.  I offered to pay half of the lesser estimate for the repairs. When I traded in my car, $800 was deducted for the damages suffered by Drive and Shine. (I have documentation of this if needed.) I would like Drive and Shine to pay me $400.  

• Initial Complaint

  Date:02/16/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Drive and shine was promoting an economy car wash plan for ***** per month for unlimited car washes. We signed up for this plan/contract and agreed to their terms of agreement. This agreement would auto renew each month and auto draft the fees from our account. A few months after, they changed their terms and advised we were required to pay an additional $10 per month or keep the same plan but we can only have 4 washes per month. I do not believe it was legal to change our contract/agreement without both parties agreeing to the change.

  Business Response

  Date: 02/17/2025

  We have reviewed the complaint and would like to clarify that this customer does have an active account with us, which started on 6/6/2024. However, the customer enrolled in the $29.99 per month plan on that day, not the $19.99 plan mentioned in the complaint. The terms of the $29.99 plan have remained the same since the initial sign-up, and there have been no changes made to their plan.
  Since this customer signed up for the $29.99 plan, no modifications have been made to that plan since their original registration. They have not been switched to the $19.99 plan or experienced any changes to the terms of their original agreement.
  Drive & Shine is dedicated to transparency and addressing any customer concerns. If there are any further questions or misunderstandings regarding the account, we encourage the customer to provide additional details or documentation so we can resolve the issue as quickly as possible.

  Customer Answer

  Date: 02/17/2025

   I am rejecting this response because:  Maybe the name used was not correct.  This is for my wife's car and her name is ******* Musk.  However, I pay for the plan for her car as well as mine.  You are correct that the plan in my name (**** Musk) never had the ***** plan.  However, the plan I pay for in my wife's name (******* Musk) does have the ***** plan.
  
  
  

  Business Response

  Date: 02/18/2025

  We apologize if the terms regarding the promotional rate were unclear at the time of sign-up. We truly value your feedback and will make sure to discuss this matter with our advisor to ensure better clarity moving forward.
  After reviewing your accounts, we believe a better option for your two memberships would be our Family Plan. This plan offers the convenience of only 1 monthly recharge, instead of 2, and it would eliminate the limit on your wifes account. It's very easy to enroll in the Family Plan by simply logging into your customer portal on our website.
  Once again, we apologize for any inconvenience this may have caused and appreciate your understanding as we work to resolve this. 

  Customer Answer

  Date: 02/18/2025

   I am rejecting this response because:
  The family plan is still more expensive than the plans that we currently have.  My issue/complaint/question is more pertaining to the legality of changing the terms of the agreement without conscent from both parties.  Was there anything in the original signed agreement allowing changes to be made solely by either party?  If so, I'll drop it.   It's not really about the $5 or $10 difference but more about the precedent of the original agreement. 
  
  

  Business Response

  Date: 02/20/2025

  Again, we apologize for any confusion, however Drive &Shine reserves the right to change, create, delete, or otherwise alter services in any way. Additionally, we did provide advance notification of the changes regarding this account type via email to the email address provided at signup (*******************************).This email was sent on August 30th, 2024 notifying subscribers of the update. This update did apply a limit to the number of washes per month on the account, but also upgraded the quality of the wash provided. Our memberships can be cancelled at any time, there is no contractual obligation.
  
  As a concession for the confusion, we would like to offer a Family Plan to you and your wife with the first month free. That is a $53.98 value.  You and your wife would enjoy the convenience of a single monthly recharge and your wife's vehicle would not have the limits of the $19.99 plan.

   

   

  Customer Answer

  Date: 02/20/2025

   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.

  
  

  Thank you.

   

   

• Initial Complaint

  Date:12/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A couple months ago I went to Drive and shine for a car wash and a interior detailing. The attendant told me that I should just sign up for the monthly rate in an attempt to save money. I said to him that although it would save me money in the short term, that in the long term I would not be able to cancel the subscription and thus I would be charged monthly. He assured me that this would not happen. He told me that I would have to come back to drive and shine and explicitly tell them that I would like to continue my subscription. Does that make sense?? He told me that instead of just paying for the interior detail today, that for the same rate I would get a whole month worth of car washes (unlimited car washes for the month), along with my wash and detail today; and THAT MY SUBSCRIPTION WOULD ONLY RENEW IF I CAME IN AND SPECIFICALLY ASKED FOR IT TO BE RENEWED (sorry I just want to make this clear). I refused the offer twice, as I believed it to be too good to be true. But he persisted (not sure if he gets some sort of sign up bonus), and I eventually agreed. I said "well you really lose anything, if I have to come back to restart the subscription". He said "yeah you'd be surprised, people still turn it down though.". And it makes sense as to why people turn it ******* is a total SCAM, they have been charging me month on month $50, without me even knowing. These are mighty scam artists, and OF COURSE, they have 0 customer service. The customer service is NON EXISTENT. There is nobody to talk to. Not one way to get their attention. Please help me get my money back and cancel my subscription. They have stolen so much money from me. Thank you! My phone number is ************ and my email is ********************** Oh and I also have not used the service 1 time in the last 2 months because I did not even know I had access to it.

  Business Response

  Date: 12/31/2024

  Thank you for bringing this matter to our attention. We take all customer feedback seriously and aim for transparency in all experiences with Drive & Shine.
  Upon reviewing the complaint, we would like to clarify that our VIP Unlimited Monthly Plan is an auto-renewing membership. At sign-up, customers are informed that the subscription renews monthly and can be canceled at any time. Printed terms, which include the following, are provided:
  Automatic Recharge: "I authorize Drive & Shine to charge my (credit/debit card) for the VIP Unlimited Monthly Plan each month unless I manage membership online at least 72 hours before the recharge date."
  Cancellation: "If I cancel, I can continue to use the program until the next recharge date."
  We are sorry if there was any confusion regarding these terms. We have reviewed the customer's account, ensured no further charges, and processed the cancellation. We have also reached out directly to resolve the issue.
  Thank you for your attention to this matter.

• Initial Complaint

  Date:12/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was offered a free car wash membership for purchasing a new car and was told that I could cancel at any time with no obligation. So after two weeks I realized that driving out of my way to work for this car wash wasn't beneficial. Therfore I was told that to cancel I had to email Drive and shine, I did so 14 days prior to the following month renewal and received a confirmation of the cancelation. 14 days later my credit card was charged ***** for an additional month of service. I had already stopped using this establishment so I emailed again for a refund only to be told that Drive and Shine does not give refunds. So ultimately I paid for the free month due to the fact that they will not refund my credit card. I would like to public to know about this scam.

  Business Response

  Date: 12/10/2024

  We have reviewed our records and the customer did not cancel membership prior to the recharge.  The terms were stated clearly and the customer did not cancel until after the recharge had been processed. The terms were clearly stated and provided when enrolled in our program.  In addition to not cancelling in time to avoid the recharge, the customer continued to send us abusive emails containing racial slurs (attached). The account is terminated, they have wrongfully filed a credit card dispute against our company.

  Customer Answer

  Date: 12/10/2024

   I am rejecting this response because:
  
  I did in fact cancel on the website, and I was never given any terms for service, in fact I was told in person that a credit card was only to be placed on file for reoccurring charges unless I chose to cancel. This is completely fraud and I have already been reimburse by my credit card. I will continue to post this business scam on every social media platform that I have. I will never do business with Drive and Shine again. 

• Initial Complaint

  Date:10/31/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my deep dissatisfaction with the level of customer service I have received, particularly at your ***************** location. As a loyal VIP member for several years, I am very disappointed by the treatment Ive experienced and the lack of responsiveness regarding an incident in which my vehicle was damaged during a routine car wash.Since this incident, I have completed an online "Contact Me" form (10/20) and made multiple calls to your ***************** location, where I eventually reached *********, the manager. ********* acknowledged the poor customer service due to short staffing and assured me of a callback that never came. After many further attempts, I managed to provide my VIP pass number and even sent images of the damage, which went unanswered. I finally got a call back 10/29. Following *********** instructions, I then visited the location in person. Despite clear evidence of damage from the incident, ********* only referenced a side-angle video showing the scratch, which I feel is insufficient and does not capture the damage accurately. When I asked for additional footage review, I was told, "How much time do you want me to invest in this?" a response that was both surprising and disappointing. I also expressed that I can not go through the car wash because the wiper just falls off and she was like "oh yeah you can," This would cause more damage to my vehicle. Ultimately, ********* texted me to inform me that she found no fault on Drive and Shines part but did not provide the promised video. Despite my request, I have not yet received any response from the district manager.Requested Resolution: -Replacement of the rear windshield wiper damaged in the wash.-Full repair of the scratch caused to my vehicle.I appreciate your attention to this matter and look forward to a timely resolution that honors my commitment as a VIP member. Please let me know if any additional details are needed.

  Business Response

  Date: 11/01/2024

  Dear ******,

  Thank you for sharing your feedback with us. Were truly sorry to hear that your experience at our ***************** location wasnt up to the standard we strive for. We value your satisfaction and appreciate your loyalty as a VIP member.

  We understand you have been in contact with our district manager, and were happy to hear that the two of you have been able to come to a resolution.

  Were committed to addressing your concerns promptly and ensuring your experience with us improves. Thank you for your understanding and for giving us the chance to better serve you.

  Best regards,

  Drive & Shine

  Customer Answer

  Date: 11/09/2024

   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.

  They fixed my back windshield wiper and provided a full detail of my car! ****** the regional manger was very helpful and his communication was appreciated.

  
  

  Thank you.

• Initial Complaint

  Date:08/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have two issues: 1. My account has been charged for 4 months even though my account expired and I chose not to renew it because I moved across the country. I was not a member and yet they still took my money. I disputed one of the 4 charges and then contacted drive and shine and they refuse to refund me the other 3 because I disputed once. 2. An employee directed me into the car wash. During the car wash, my car collided into car wash equipment. I did as I was told and there were suds all over my car so I couldnt see and didnt know this would happen until it did. A manager reviewed the cameras and said that they were at fault due to faulty equipment. They told me theyd pay for it but they never did and they have been unreachable to discuss or workout this incident. I tried multiple times before I just decided to file a complaint. Im seeking my money back for the first complaint and Im seeking money to fix the damages on my car for the second complaint as the manager already offered to do.

  Business Response

  Date: 08/29/2024

  Thank you for your feedback and for giving us the opportunity to address and rectify the situation. It was a pleasure working with you through this process, and we appreciate your patience and understanding. If you have any further questions or need assistance, please dont hesitate to contact us. Thank you once again for your support and for allowing us to make things right!

  Customer Answer

  Date: 09/06/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. 

  
  ****** was very helpful and worked collaboratively to come to a solution that works for everyone. 
  

  Thank you for making this right in a timely manner!

• Initial Complaint

  Date:05/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a wash from this location on 4/9/24. While going through the car wash when I went under the overhead roller I heard a noise that caused concern. When I exited the facility I inspected my truck and saw a large dent in the roof above the rear passenger area. I alerted the facility manager, *****, about the damage. He then took pictures and filled out a damage claim report. I asked for a copy and he informed me there was not a way to give me one. So I did take a picture of it. He asked me to return the next day with an estimate for the damages. I received an estimate from Carstar in *********** along with a estimate for car rental while the vehicle was in for repairs. I delivered them and was then informed they would need 2 additional estimates due to the cost and they do not supply rentals. I the returned with 2 additional estimates from local auto body companies. ***** said he would get back with me in a day, two at the most. Since I did not hear from him after a couple of days I stopped by and questioned was was going on. ***** informed me the estimates were turned in and I should hear something in a couple of days. I asked for the corporation information and was told they don't pass it out. They contacted me and said I had to get an estimate from a company they use so I agreed. Precision Dent removal came in at the lowest price. All he does is repair the dent but does not repair the brace that was compromised. The body shops all use this type of service but not when there is structural damage since it doe not return the vehicle to the original condition. The company is only offering the amount for Precisions estimate as settlement and no rental. I then dropped of a formal letter, on 4/29, stating that was not acceptable and that I want the vehicle repaired at ******* and expect use of a vehicle due to appointments. They said no. I believe I have the right to chose which company repairs my vehicle since Precision is not repairing the brace.

  Business Response

  Date: 05/10/2024

  Drive & Shine believes that the customer holds the right to choose the repairs they want. However, it is important to note that this does not mean it is an open checkbook. We operate in a similar manner to national insurance companies that pay out on a daily basis and should not be held to a different standard.
  Drive & Shine is committed to acting in good faith with the customer and has offered to make things right, even though there is not enough proof to determine whether or not the damage was caused by the car wash.

  Customer Answer

  Date: 05/12/2024

   I am rejecting this response because:

  There are no specific details as what the company is going to do to repair my vehicle back to OEM specs. I would like clarification on what they are actually going to cover as far as the repairs.

  I left a letter with the facility manager, *****, stating what I feel is a fair resolution to this issue. Also I explained it in the letter to the BBB.

  1. I believe I have the right to have Carstar in *********** do the repairs. I understand their open checkbook policy but all 3 body shops noted there could be added expenses due to unforeseen issues. They are going to repair the structural damage done by replacing the brace in the roof. I still stand to lose value on the trade in value even with this being done.

  2. I also believe I have the right to a rental car. The damage was not my fault and I have daily activities and errands to do. I should have have to burden anyone with getting me around on my daily tasks.

  3. In regards to their comment on the fact they are not sure where the damage occurred their video showed my vehicle was not damaged when it entered the car wash but was when I left the facility. There manager agreed after he looked at the videos and assured me after he looked the that the damage would be taken care of.

  I find it hard to believe that it took over a month for someone from the corporate office to contact me regrading this issue.

  Hoping for a positive and quick response.

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

   

  
  

  Business Response

  Date: 05/14/2024

  As we stated in good faith, we are offering you a solution. Please let us know if you would like to proceed. Our recommendation is for you to take your vehicle to your ****** dealership to explore the possibility of a manufacturer defect. While there is not enough proof to directly link the issue to Drive & Shine, it is important to rule out any potential manufacturing issues. We have washed thousands of ****** Tacoma trucks and have not experienced any similar problems. In fact, the truck that was washed after yours did not encounter the same issue. We understand that this situation can be frustrating, and we want to ensure that you receive the best possible resolution.

  Customer Answer

  Date: 05/16/2024

   Once again, I am responding to another request from your company. I feel it is a redundant question since I feel you answered the question with your comment that you have thousands of Tundras with no damage. How could mine be the only one with a defect? I contacted the dealership, and their response was there were no recalls for my vehicle. They said to go to the ****** website and enter my specific vehicle and check. The results were confirmed. It is in the attachment. In both correspondences you stated you have a solution, yet I have never received anything in writing regarding this.Also, you stated that there is not enough proof that your facility damaged my vehicle. When I went to get my truck washed I was asked to pull up closer to the entrance gate so a picture could be taken of my vehicle. Also,there are multiple cameras throughout the washing area. If the damage to my vehicle was present before I entered the car wash I would presume you would have sent me the picture or the video of this and ended this long process. Yet I did not receive one.Now I have a request for you. Present me with the picture and the video from the day I received the service from your company. This should show the answer that is needed.If I am correct, then I expect to continue with the repairs that you said I have the right to in the first correspondence. To choose where it is repaired. That and the rental vehicle has been requested several times by the formal letter I left with ***** and though the BBB.You continue to state that you want to act in good faith yet continuing to request additional items is doing nothing but costing me time,fuel and aggravation. This is not how I would think a good and expanding business would operate.

  Please lets get the correct solution to this problem. I would like the solution in writing.
  
  
  

  
  

  Business Response

  Date: 05/24/2024

  It's our understanding that you are dealing with the store and the district manager. This is our process for handling damage claims. Please refer back to the people that you are dealing with currently, as they will be able to assist you further in navigating through the specific steps involved in the claims process. 

   

  Customer Answer

  Date: 05/30/2024

   I am rejecting this response because: From the beginning this has been a total debacle. I am merely asking for what I am entitled to by law. I have not been dealing with the store manager. I have been dealing with, I assume, someone from the corporate level with these correspondences. You continue to state you have given me an offer yet I seen nothing in writing, I did, once again, complete your request and went to the store and spoke with ***** and the DM ,neither one would or could print me your "offer" so I left. Attached are 2 other state laws that would allow me to receive compensation for my time, fuel and the diminished value of my truck because of the damage. As of now I have not asked for either. I would like to end this by asking again for a statement regarding your offer. I will settle for a check for $2,500.00 made out to me to cover the costs at Carstar and the use of a rental car. Any other expenses I will pay out-of-pocket. I don't believe a company of your standing would take the chance on poor publicity regarding this issue. Your car wash did the damage to my vehicle as the picture and video will show. I assume that is why I didn't receive them after several requests. I hope my resolution will end this case so we can move forward "in good faith" as you have mentioned several times. 

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

  
  

  Business Response

  Date: 06/07/2024

  It's our understanding that you are dealing with the store and the district manager. This is our process for handling damage claims. Please refer back to the people that you are dealing with currently, as they will be able to assist you further in navigating through the specific steps involved in the claims process. 

  Customer Answer

  Date: 06/13/2024

   I am rejecting this response because: once again it is not a professional answer. I have been dealing with ***** at the store with no success. I have done everything that you have asked. You have done nothing that I've requested. I have not received a written response to what you are suggesting monetarily as your offer. I feel this has been going on way too long. I feel my last offer of $2,500 with the check made out to me is a fair offer. That will allow me to complete the repairs with no additional cost to you.
  
  
  

• Initial Complaint

  Date:04/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I entered into a preliminary membership cancellable at anytime for a reduced from ***** to ***** rate for 3 months. On March 19, 2025 they charged me ***** for month 2 instead of *****. I cancelled and they agreed to refund the *****. I did not get a refund. they have no contact information.

  Business Response

  Date: 04/03/2024

  ********************* - you did indeed sign up for our Titanium 360 membership. At the time of your purchase, we did not have a 3-month special. I do see you were given a discount of $20 and only paid $39.99.  A recharge of full price of $59.99 was placed on your cc March 18th and we promptly gave you a refund on your cc 3081 March 19. Two weeks ago, we started a 3-month special on our Titanium 360 and Gold Membership. We are sorry for the inconvenience and hope to see you return!

  Customer Answer

  Date: 04/03/2024

   I am rejecting this response because: You did offer me 3 months at the agreed upon rate of ***** in person at the facility.  Lies do not work here.
  
  
  

  Business Response

  Date: 04/03/2024

  On March 22nd we started offering our Titanium 360 membership at half price $29.99 (regular $59.99) for 3 months - this special will be available all month long. Please let us know if there is something we can do for you.

• Initial Complaint

  Date:04/01/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a VIP membership through Drive and Shine. The amount was $50.00 a month and charged to my credit card every month. In December of 2023, I cancelled the membership online as I was told that's how you cancel. I then removed the barcode sticker off my windshield.Since then I have been charged $50.00 for ******* and February 2024, and $59.99 for the month of March 2024. I have tried calling Drive and Shine but no one can help me without the barcode they say. I've gone to the website and entered my information, minus the barcode and am told my information is not found. It seems no one will help and I'm getting monthly charges still.

  Business Response

  Date: 04/01/2024

  ********* we do indeed show you canceled your membership on January 25, 2024.

  However, the cancellation was not completed on your side and no confirmation was sent to you.

  We are honoring your January 25th cancellation and issue a refund for charges 2/29 $50 and 3/4 $59.99 for a total of $109.99.
  I do see your membership was cancelled today.We will issue the refund and terminate the membership today. You will see the refund in the next 3-5 days.

  We are sorry for the inconvenience you have experienced. This not what we want any of our customers to endure. 

  Customer Answer

  Date: 04/01/2024

   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.

  
  

  Thank you.

• Initial Complaint

  Date:03/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a monthly subscription with drive and shine which is set up for autopay every month. The price I agreed to pay is $50.00 . When I checked my bank account I was shocked to see the amount was raised to $59.99 which I did not approve. I was given no advanced warning by text,phone or email about the price increase therefore drive and shine denied me of my choice to accept this price increase, change my service or cancel my subscription! I did authorize any amount over $50.00! I have other subscription services and everyone of them has me six weeks to three months advanced notice of any price increase! Drive and shine has no phone center customer service just email which I contacted! Their response was just a list of their new pricing and if I had anymore questions contact my local drive and shine center! To me its a Well Tough, Take it or leave it attitude! I feel they should not be able to deduct an amount from my bank without my approval and advanced notice of a price increase!

  Business Response

  Date: 03/05/2024

  We understand you are frustrated about our recent price updates that were shared with our customers via signs placed at all Drive & Shine locations. The notice was posted at our advisor stations for the month of February. However, we do realize some people *** not have seen the signs and we are sorry for any inconvenience this *** have caused and understand that the sudden price increase *** come as a surprise. We value your loyalty as a customer and want to assure you that this decision was not taken lightly.
  
  Over the past three years, there have been substantial changes in the market, including rising costs of cleaning supplies, equipment maintenance, and other operating expenses. To continue providing you with the highest quality service and maintain our commitment to excellence, we had to adjust our prices accordingly. 

  Once again, we apologize for any inconvenience and appreciate your understanding. We value your business and look forward to serving you in the future. If you have any further questions or concerns,please do not hesitate to reach out to one of our team members at any location and they will be more than happy to help.
  
  Thank you for your continued support.
  
  Sincerely,
  
  Drive & Shine Management

   

  Customer Answer

  Date: 03/05/2024

   I am rejecting this response because:
  
  Drive and shine consistently sends me advertisements via text promoting their products! I find it very deceptive that when theres a price increase which could cause an issue with customers their transparency fades! Their statement admits their price increase notification was deceptive by not making it clearly noticeable and obvious where customers would be fully aware when it was going to take effect! I find their method very deceptive!