ComplaintsforSam's Xpress Car Wash

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Please warn about this business and the policy of no refund that is crazy it 2024 most every business will refund your money don't use them the woman at corporate office is very rude they a bunch of very rude and unprofessional .Wow 1

  Business response

  07/17/2024

  July 17, 2024
  BBB Response to Complaint Case#: ********
  This letter is in response to the BBB complaint Case#: ********. The consumer says **** Xpress denied their refund request and was rude over the phone.
  The customer has had his membership since his initial purchase in December 2023. Upon purchase, he agreed to our terms and conditions stating he will be billed monthly unless cancelled. Customers membership was in a declined state until he renewed it at our pay station on 6/8/2024.
  The account declined again 7/8/24 7/15/24 until billed the morning of 7/16/24. Customer then reached out to our Support Team requesting a refund.
  **** Xpress processes all cancellations as received. Per our terms and conditions, we do not provide refunds if a cancellation is not received at least 2 business days prior to the billing date, for the vehicle on the customers account. There were no online submissions or calls to terminate his account prior to 7/16/******* AM.
  Our Support Team attempted to address the customers concerns and offer different solutions within our terms and conditions to which the customer hung up without resolution. After reviewing the phone recording of the conversation our opinion is that our representative operated within our expectations of customer service respectfully. Our team confirmed internally their account has been cancelled and will not bill them further.
  Please feel free to contact us if you have any further questions.
  Regards,
  **** Xpress *******************

• Initial Complaint

  06/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Saturday, June 1, 2024 at approximately 5:30 p.m., I visited the ***** Express Car Wash store #*** located on **********************************************************************. While visiting your location, my right/passenger side mirror was broken while inside of your machine. I observed the right side washer spin furiously and pushed my right/passenger side mirror forward and then continue to spin uncontrollably until it snapped the right side mirror off of the vehicle until it was only hanging by the sensor wires. Immediately after exiting the car wash machine, I went to locate an employee with ***'s Car Wash Express. ****** provided me a form to complete my claim and advised that it may take 1-3 business days to follow back with me.On Monday, June 3rd, 2024 at approximately 8:07 am I was contacted by ****** the manager Store #***. He advised that my claim was reviewed and that I had "adhesive" in the mirror and b/c it was altered or tampered and would not be repair my vehicle. Since the car's purchase, there was NO issues, NO alterations, NO reports of my Right passenger side mirror being damaged.After leaving store # ***, I visited the corporate location at ***************** Ste. ********************** where I spoke with ******, the manager over their customer support team. He advised that the *************************, District Manager, would be in contact with me by end of day.I did not received a phone call from ***** until June 4th. ******* our conversation, I expressed the incident that occurred on June 1st, and that the incident was escalated due to lack of communication; which ****************** apologize since this was my first and last experience with the company. ****************** only wanted to provide me with a check of $250 for my claim. He then offered to have an independent adjuster "Bill from AR Appraisers to contact me to take a look at my vehicle. It has been over 3 weeks with no contact and no follow up on this issue. If no resolution, legal action will take place.

  Business response

  07/02/2024

  July 2, 2024
  BBB Response to Complaint Case#: ********
  This letter is in response to the BBB complaint Case#: ********. The consumer alleges **** Xpress denied their claim without proper investigation.
  All **** Xpress Car Wash locations have trained management that process a claim if received. Management investigates all possible reasons for alleged damage and continues contact with the customer frequently throughout the claim process. Per the investigation of the customers alleged damage, it was found that the mirror had adhesive holding it in place, which concludes there were aftermarket changes made to the mirror. **** Xpress denies liability for aftermarket damage. The customer was offered a supplemental check as a courtesy which has been denied by the customer.
  The resolution wasnt sufficient for the customer, as they were expecting additional confirmation from our independent adjuster on the aftermarket repairs. The communication from our third-party adjuster did not reach the customer in a timely manner. This is not in line with our standards and our management team has reached out to the customer immediately to provide additional information.
  Please feel free to contact us if you have any further questions.
  Regards,
  **** Xpress Car Wash Team

  Customer response

  07/02/2024

   
  I am rejecting this response because:
  No one from the company has immediately reached out via email, mail, or telephone correspondence. No one has called or provided follow up. My claim was denied based up a picture without thorough inspection. In the picture you can clearly see there is a film that aligns to manufacturing part  of the passenger side mirror. It there was truly adhesive it would have been located under the mirror  that was broken off by you machine as well.
  

  I have went to 5 collision locations including ****** who have ALL confirmed that I  have the ORIGINAL manufactured side mirror and that it was never altered. There is no adhesive in my mirror and the adhesive in question is a manufactured  thin film coating that came with the original mirror. This same exact filmcan be found in a new passenger side mirror purchased part as well. Attached is the photo that was referenced as having adhesive when clearly nothing but the clear film is there. 

  Business response

  07/03/2024

  July 3, 2024
  BBB Response to Complaint Case#: ********
  This letter is in response to the BBB complaint Case#: ********. The consumer rejected **** Xpress response to denying their claim without proper investigation.
  Management reached out on the morning of July 3, 2024, to discuss our third-party adjusters assessment of the alleged damage, which was performed as a courtesy to reiterate the safety of our equipment. The claim was initially denied on 6/4/24 as a result of the present adhesive on the mirror assembly and no other mirror incidents occurring on site.
  The assessment from the adjuster indicated adhesive on the assembly resulting from an aftermarket repair. The Carfax report on this vehicle confirmed there was a front-end collision on 9/13/2020 when initially asserted by the customer the vehicle has never been in an accident.
  The claim stands as denied due to these facts.
  Please feel free to contact us if you have any further questions.
  Regards,
  **** Xpress Car Wash Team

  Customer response

  07/03/2024

   
  I am rejecting this response because:
  *********************** reached out and as I explained to him again from our original conversation no one contacted me. He promised on our original call  that I would be contacted by an adjuster who would schedule time to come out and view the vehicle to confirm that there is no adhesive in my mirror. Based on our previous interactions I wish to speak with someone else from this organization. He has repeated laughed in my face to my claims, called me a liar, and provided me a screenshot of someone randomly providing a response saying that if it was glue it was the neatest glue job he has ever seen. This going back to my original point there is no glue. As there is no adhesive as confirmed by 5 collision places. ****************** methodology of handling my claim is solely guided by the interaction I had with his store and is not taking the situation seriously. Nor do he respond in a professional manner. Mr. ************* could not have told you guys that I did not advise of a hit and run that occurred on the left side bumper of my vehicle in 2020 because I also advise this information to the manager of your customer service team when I visited your corporate location BEFORE ever getting in contact with ******************. I also advised ****************** of this and he proceeded to tell me that he did see it on the car fax and we began to go back and forth on the issue b/c my right passenger side mirror was damaged at your establishment not the left side of my vehicle that was impacted in 2020. This ordeal is very disappointing and I wish to proceed with next steps on this claim. 

• Initial Complaint

  06/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Went to **** Club Xpress car wash in ********. NC in November of 2023 to get a car washed. There was an employee at the touch screens helping you with your purchase. He told us about a special deal for unlimited car washes for A month for $26.00. He said for A month as in just one month. Now I find out they have been debiting our acct EVERY month for $26.00. We only agreed to ONE month as that is the way he said it was . A special for one month. Someone owes us money back. I thought **** had enough money and needed not stoop to that type of underhanded dealings.

  Business response

  06/17/2024

  
  June 17, 2024
  BBB Response to Complaint Case#: 21858211
  This letter is in response to the BBB complaint Case#:21858211.  The consumer says **** Xpress autobilled a membership when it was only purchased for an agreed 1-month period.
  All **** Xpress Car Wash locations have pricing posted upon purchase and outlined in our signage and online. Terms and conditions that must be agreed upon prior to purchase state an automatic renewal each month until cancellation.
  **** Xpress processes all cancellations as received, upon receiving the request. Our terms and conditions state we do not provide refunds if a cancellation is not received at least 2 business days prior to the billing date, for the vehicle on the customers account.
  Customer asserts that there was a verbal understanding that the membership would only be for a 1-month period. Our investigation found the customer only used the membership once.
  Our Support Team elected to refund 7 months of charges as a courtesy to the customer for the unused membership. 
  Please feel free to contact us if you have any further questions.
  
  Regards,
  
  **** Xpress Car Wash Team

  Customer response

  06/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have recently had damage done to the front bumper of my vehicle at **** express car wash! I have went through the wash numerous of times and never had issues. I got 3/4 of the way through the wash and my steering wheel turned right and my bumper got hung up on something. I let them know and they refused to pay (considered it and aftermarket part). I have video footage of the accident happening inside of the wash and they still will not pay. They have a sign listed that says no after market parts such as, roof racks, bike racks, items inside of truck beds ect never does it say bumpers to vehicles. The car had a brand new paint job done to it not even a year ago. The bumper alone was 1500$ without paint. I can email over the security footage of the accident if needed.

  Business response

  04/16/2024

  April 16th, 2024
  BBB Response to Complaint Case#: 21565724
  This letter is in response to the BBB complaint Case#: 21565724.  The consumer alleges damage occurred at one of our **** Xpress Car Wash locations.
  All **** Xpress Car Wash locations have a claim process for alleged damage. The consumer has completed a claim with our management team.The customers complaints have been escalated to our district manager to address their concerns with the claim resolution.  
  **** Xpress Car Wash cannot be held liable for *********** installed items, including but not limited to, roof or bike racks, rain guards and wind visors, and debris/objects from truck beds.
  It is **** Xpress intention to thoroughly investigate alleged damage and work directly with the customer to close the claim.
  Please feel free to contact us if you have any further questions.
  
  Regards,
  
  **** Xpress Car Wash team

  Customer response

  04/17/2024

   
  I am rejecting this response because:
  This was damage to my vehicles bumper not a roof rack or rains guard I have damage to my vehicle not an add on!! 

  Business response

  04/18/2024

  April 18th, 2024
  BBB Response to Complaint Case#: 21565724
  This letter is in response to the BBB complaint Case#: 21565724.  The consumer alleges damage occurred at one of our **** Xpress Car Wash locations.
  The customers claim is being thoroughly investigated with our management team and will be addressed accordingly. **** Xpress Car Wash is not held liable for anything aftermarket and/or *********** installed.
  Please feel free to contact us if you have any further questions.
  
  Regards,
  
  **** Xpress Car Wash team

• Initial Complaint

  04/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I took my car to the **** Express Car Wash (been going since it opened) in *********, ** on 3/29 between the time of 3:30 to 4:30. Before I went through the wash I made sure to spray my tires with some cleaner because the wash never really does a good job on the tires to begin with. I got the $20 wash, everything was fine, so I thought. I get home parked my car and noticed what looked like lacerations on my front side *********** which was odd. As I was picking up the phone to call **** and tell them what had happened, my neighbor had come by in a panic due to her dog getting loose. By the time I got back, **** was closed. I called the following day and was hung up on twice. I didnt even get anyone on the phone! I called again with the same thing. Now I have a tire that I am responsible for when its not even my fault. If something is wrong with the wheel rack or whatever the technical term is for it, people should be aware of the problem so it wont happen to them. My tires are not old nor or they worn. I dont drive an awful lot so my tires are in really good shape. Now Im out around $300 bucks because I have to get a new tire. Just answer the phone and speak to your patrons.

  Business response

  04/04/2024

  April 4th, 2024
  BBB Response to Complaint Case#: 21520028
  This letter is in response to the BBB complaint Case#: 21520028.  The consumer says **** Xpress did not take their call when trying to report alleged damage.
  **** Xpress Car Wash strives to provide excellent customer service and we are disappointed the customers recent experience did not meet those expectations.The customers concerns regarding alleged damage have been sent to the appropriate management team who will be in contact as soon as possible. Our support team has been notified to ensure all customer calls are being received and addressed.
  Our management team will walk the customer through our claims process to address the alleged damage directly. It is never our intention to not address customer concerns and we hope to make it right with the customer.
  Please feel free to contact us if you have any further questions.
  
  Regards,
  
  **** Xpress Car Wash Team

• Initial Complaint

  01/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  From 10/7/2023 thur 12/21/2023 Sam's Xpress car wash fraudulently billed my American express card $65.00. I purchased a unlimited car wash subscription for 20.00 dollars a month. That purchase was 5/7/2023. Whenever I got my car washed there is a touch screen that ask if you would like upgrades or no upgrades, I always hit the no upgrade button. I called the business and was told the charges are upgrades, that's not the case I always declined the upgrades, and want a refund.

  Business response

  01/17/2024

  As shown in the attachments, the charges are for extra services. These extra services are selected at the time of the wash process. Our screen does not automatically ring these services up, they have to be added and selected on the touch screen at the time of the wash process. Once selected, it asks if you would like these to be charged to your card on file which is another touch selection. 

  Customer response

  01/17/2024

   
  I am rejecting this response because I never choose upgrades. I had been going to this car wash for a few months before I purchased an unlimited subscription May 7,2023, so I knew the process to get the car washed. You pull up, a bar code reader scans your barcode, and a screen comes up and I always hit no upgrades.  I have been doing that since May 7, 2023. I noticed fraudulent charges on my American Express card starting Nov 2, 2023, thru Dec 21, 2023. I know the routine and I know I did not purchase upgrades. If they have done this to me, I know other people are being overcharged too for services they did not purchase. It's only $65.00, but how many more people are being over charged. It is a disgrace for a company to get away with fraud. 
  
  

  Business response

  01/29/2024

  Mr. Oates membership was extended out his membership 2 months to compensate for the charges as of 1/18/2024. After further investigation we did not see any issues with our system or other customers, but did want to retain Mr. Oates as a customer and member, so extended his membership as a courtesy.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My Daughter ************************* went to the car wash on 01/7/24. She was there around 545 pm. while she was going thru the car wash, she heard a crashing noise when she got out the car, she noticed her driver mirror's glass was missing, the workers found the piece in the car wash with the glass shattered. She filed a complaint that day, then on 01/15/24 she had to make an appt with the manager that never told her his name. He told her they really don't fix car that are over 10 years old and I asked him do they take money for cars that are over ********************************************************************************************************************************** just reimburse them the money for the part. I also asked him if my daughter's skin complexion was a different color would be going thru all of this over *****. It is apparent that the water and cleaning ropes or cloth pulled the inside of the mirror off.

• Initial Complaint

  11/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Issues with billing. Previously had *********************** Didn't use it enough and canceled a while back. Decided I would go back but get the lower wash option. Asked the attendant to renew with ************* *********** which is next step down from my previous plan. I was told to go to the website and they would update it. I put the request in. I received an email that I would be charged for the lower plan the following month. Went to get another wash and received the lower end wash. I again asked the attendant and was told to email the website. I reached out to the website and they offered to change the plan back and I would need to reach out at the end of my billing cycle to lower the plan and they would not refund the difference even though it had only been 2 days. This is not how the billing changes worked last time I had connected them. Just out right poor customer service.

  Business response

  07/17/2024

  July 17, 2024
  BBB Response to Complaint Case#: ********
  This letter is in response to the BBB complaint Case#: ********. The consumer says **** Xpress denied their partial refund request.
  The consumer renewed their membership at the ***************** plan rate at $32.00 per month and later downgraded their membership to the *********** plan rate at $26.00 per month. **** Xpress processes all downgrades and upgrades as received.
  After the downgrade request took place, the consumer went to a **** Xpress Car Wash location and received a Deluxe Wash rather than a Premium Wash due to their online request to downgrade. The consumer then emailed the **** Xpress Support Team requesting a refund due to the immediate downgrade of their membership plan. The Support Team explained the automatic processing of online switch plan requests and offered the consumer to upgrade their plan back to the ***************** Plan if they wanted to receive Premium Washes for the remainder of their current billing cycle.
  **** Xpress processes all downgrades and upgrades as received, upon receiving the request. Our terms and conditions state we do not provide refunds if a downgrade request is not received at least 2 business days prior to the billing date.
  Our Support Team attempted to address the customers concerns and offer different solutions within our terms and conditions. Our team confirmed their account has been upgraded and the consumer will receive Premium Washes for the remainder of their billing cycle. If the consumer would like to downgrade their membership closer to their next billing date, they are able to via the **** Xpress website.
  Please feel free to contact us if you have any further questions.
  Regards,
  **** Xpress *******************

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took our car through the ************ location 11/8/2023. Upon entering the blower section, our cars spoiler was decimated. After taking photos and filing an incident report, we told wed be contacted within a day or two. After not hearing back, I called the location. He immediately told me they would not pay for it. Which means they just chose to not call us back. The manager is claiming that the spoiler could have been loose. Theres several problems with that. Number one, if it was loose it would have just blown off of the clips leaving the spoiler intact. Number two, the way the spoiler is mounted, theres now way it can become loose. Number three, the manager admitted they dont have cameras at the moment. So theres no way to review the footage to verify their claim that it was loose. Weve taken that car through many different car washes without issue. This is completely unacceptable. In regards to the photo, if you look at the top of the rear windshield, you can see that the blowers broke the actual spoiler, proving that it was not loose.

  Business response

  11/15/2023

  November 15th, 2023
  BBB Response to Complaint Case#: 20853440
  This letter is in response to the BBB complaint Case#: 20853440.  The consumer alleges **** Xpress Car Wash damaged their vehicle and denied paying for repairs.
  All **** Xpress Car Wash locations have a claim process the customer can complete when concerned about alleged damage from the car wash. **** Xpress thoroughly investigates all alleged damage and walks customers through our wash process to best determine liability.
  Our management team walked the customer through this process on November 8th. Management spoke to the customer again on November 10th, denying liability for this alleged damage. Per customers concerns with the denial, our district manager spoke with customer on November 14th, and agreed to cover partial payment for the alleged damage as a courtesy to the customer.
  Our Management Team directly addressed the customers concerns and offered a mutual solution to the customer to continue customer satisfaction.
  Please feel free to contact us if you have any further questions.
  
  Regards,

• Initial Complaint

  10/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up in Feb for unlimited washes for $24. Did not notice the fine print that the recurring charge would be $40 till a few months later. I canceled online (huge hassle) but they kept charging for 2 more months. I called them at ************ and, because they got my license tag wrong, they say the cancelation was invalid and wont refund my $80. Absolutely wont do anything about the bait and switch pricing. I've already put a transaction dispute with my bank. That $16 a month adds up and not worth it if you ask me.

  Business response

  10/26/2023

  October 23rd, 2023
  BBB Response to Complaint Case#: 20768870
  This letter is in response to the BBB complaint Case#: 20768870.  The consumer says **** Xpress denied their refund request.
  All **** Xpress Car Wash locations have pricing posted upon purchase and outlined in our signage and online. The customer purchased a membership with a promotion for the 1st month being the price of a single wash. Every month thereafter is the full membership price.
  Our Support Team confirmed with the customer that we had their correct license plate number on their account, with a picture of their license plate. Our team confirmed the customers cancellation request had a different license plate number input, which resulted in their membership not being cancelled. We also confirmed their membership was used after their recent billing.
  **** Xpress processes all cancellations as received, upon receiving the request. Our terms and conditions state we do not provide refunds if a cancellation is not received at least 2 business days prior to the billing date, for the vehicle on the customers account.
  Our Support Team attempted to address the customers concerns and offer different solutions within our terms and conditions. Our team confirmed their account has been cancelled and will not bill them further.
  Please feel free to contact us if you have any further questions.
  
  Regards,

*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. ↩