ComplaintsforSam's Xpress Car Wash

Car Wash

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Initial Complaint
09/16/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My complaint is like the one above. I reviewed my credit card statement and there have been monthly membership fees after my trip to the carwash in April 2024. . I did not authorize sign up for any type of membership and these charges are fraudulent . I called my cc company and had a new card issued. $25 charges on 5/29, 6/29, 7,29 and 8/29/24 were not authorized by me. I have paid each time I had my car washed at the **************** in ********* location and I have purchased coupon books at Christmas to distribute to my family as a stocking stuffer. I am contacting the business to register my complaint.
Business response
09/17/2024
September 17, 2024
BBB Response to Complaint Case#: ********
This letter is in response to the BBB complaint Case#: ********. The customer says they want a full refund for a membership charges from May to August 2024.
The customer states they did not sign up for a membership with **** Xpress Car Wash.
**** Xpress ******************* team will be reaching out to the customer directly to address their concerns. **** Xpress staff is happy to address any concerns customers have with their refund requests regarding membership fees.
It is our intention to address customer concerns in a timely manner and to the best of our ability to ensure all concerns are addressed.
Please feel free to contact us if you have any further questions.
Regards,
**** Xpress *******************
Customer response
09/18/2024

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. I talked to ****** who said they would be crediting my account for $100 (O4 x $25k) unathorized charges in 3 to 5 business days.
Initial Complaint
09/02/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I recently reviewed my credit card statement and there have been monthly membership fees starting at $20 and increased to $25 per month beginning 4/2023. I did not authorize sign up for any type of membership and these charges are fraudulent . I contacted **** Express on 9/2/2024 at 1:30pm and spoke to ******. I have contacted my cc company and had to close my card. I have been paying for washes at the location in ************ ** every time I have used this car wash.
Business response
09/03/2024
September 3, 2024
BBB Response to Complaint Case#: ********
This letter is in response to the BBB complaint Case#: ********. The customer says they want a full refund for membership charges from May 2023 to August 2024.
The customer states that they did not authorize the membership charges during this time.
**** Xpress ******************* team will be reaching out to the customer directly to address their concerns. **** Xpress Car Wash sells individual washes as well as monthly memberships. **** Xpress staff is happy to address any concerns customers have with their purchases made on site.
This concern has been escalated to upper management for review as of 9/2/24 after the phone conversation with the customer.
It is our intention to address customer concerns in a timely manner. We plan to help the customer to the best of our ability to ensure all concerns are addressed.
Please feel free to contact us if you have any further questions.
Regards,
**** Xpress *******************
Initial Complaint
09/01/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Major scratches down the passenger side of my car from front bumper to back bumper
Business response
09/03/2024
September 3, 2024
BBB Response to Complaint Case#: ********
This letter is in response to the BBB complaint Case#: ********. The customer says the car wash allegedly scratched their vehicle.
**** Xpress ******************* team will be reaching out to the customer directly to address their concerns. **** Xpress handles any alleged vehicle damage with the customer directly, completing a thorough investigation, including reviewing the alleged damage, pictures of the vehicle, and completing a formal report.
It is our intention to address customer concerns in a timely manner and to the best of our ability to ensure all concerns are addressed.
Please feel free to contact us if you have any further questions.
Regards,
**** Xpress *******************
Initial Complaint
08/31/2024
Complaint Type:
Product Issues
Status:
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.
I tried calling back in May 2024 to cancel my membership as I had gotten into a car accident and my vehicle registered with the car wash had been totaled. Since my vehicle was totaled, I couldnt retrieve the barcode serial number needed to cancel my membership and was told I couldnt cancel without it. I called again a few months later in August 2024 after still receiving monthly charges on my card and explained the situation again. This time I was told the membership could be canceled, but the 3 months since the accident couldnt be refunded to me, only the month of August since it went through that same day. Im requesting BBB to step in and refund me the 3 months of charges I received after calling the initial time to cancel.
Business response
09/03/2024
September 3, 2024
BBB Response to Complaint Case#: ********
This letter is in response to the BBB complaint Case#: ********. The customer says they want a full refund for a membership charges from May to July 2024.
The customer states they reached out in May 2024 to cancel their membership and they were unable to do so without their RFID tag. **** Xpress Car Wash has no record of the customer reaching out prior to August 2024. Any membership can be cancelled with name, number, license plate, and/or last 4 digits of the credit card on file.
**** Xpress ******************* team will be reaching out to the customer directly to address their concerns. **** Xpress staff is happy to address any concerns customers have with their cancellation request.
It is our intention to address customer concerns in a timely manner and to the best of our ability to ensure all concerns are addressed.
Please feel free to contact us if you have any further questions.
Regards,
**** Xpress *******************
Initial Complaint
08/26/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I went to ***!s car wash on Wednesday, 8/21/2024 located in ************, ***, **********************. I ran my new truck through the car wash. While I was drying my truck down i discovered the right driver rim was damaged. iI get the mod and right away the manger said it didnt happen there keep in mind this is a brand new truck havent driven the truck in months. So the mod tell me to fill out a claim form and the manager will call me. He called the next day and told me to come back to the car wash. I get to the car wash and he asked me what happened. I told him I ran my car through the car wash and my front driver *** came out with a big deep cut in it. His immediate response was, it didnt happen here because there steel rail have a hard plastic cover on them. He said my tires was not the same height as the railing, to make a cut that high on the rim. After going in circles with him we put my truck back in the car wash rail and the cut was the same height and than he said he had the wrong truck but he was looking at video in the office. So i asked to speak to another manager and he gave me the same song and dance. Now Im waiting to hear from corporate to see if someone there can help me. If you use these car washes please check your rims and vehicles before you leave the property and please fill out a claim form. I will post the outcome.because the two managers, ******* and ******* did everything in their power to pretty much tell me that I was not telling the truth. Please be aware of that **** car wash.
Business response
09/03/2024
September 3, 2024
BBB Response to Complaint Case#: ********
This letter is in response to the BBB complaint Case#: ********. The consumer says **** Xpress incorrectly denied their claim #*****.
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 decision to deny the claim on 8/23/24 was due to the practical impossibility for the car wash to produce the alleged damage. Management walked the customer through the wash and explained how the equipment operates. The customer left with statements regarding news outlets and legal which at this point was escalated to the District Manager who reached out and left a voicemail for response to the customer on 8/23/24. We have not received a call back concerning this claim.
Please feel free to contact us if you have any further questions.
Regards,
**** Xpress Car Wash Team
Customer response
09/03/2024

I am rejecting this response because:The district manager never called me on the 23 of august .reached back out to the district manager today ,and he returned my call. There was no resolution.he stated the damage didnt happen at **** car wash.
Initial Complaint
07/16/2024
Complaint Type:
Product Issues
Status:
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.
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
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.
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
The complainant verified the issue was resolved to their satisfaction.
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
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.
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
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.
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

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