ComplaintsforSam's Xpress Car Wash

• Initial Complaint

  09/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Went and got a car wash and now on a reoccurring membership plan that we didnt sign up for or at least we didnt know we were signing up for it never have used the membership and want a full refund.

  Business response

  09/07/2023

  September 7th, 2023
  BBB Response to Complaint Case#: 20557489
  This letter is in response to the BBB complaint Case#: 20557489.  The consumer says they want a full refund for a membership purchase.  
  **** 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. 
  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,

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went through car wash and the machine scraped my tire rim

  Business response

  08/21/2023

  August 18th, 2023
  BBB Response to Complaint Case#: 20481213
  This letter is in response to the BBB complaint Case#: 20481213.  The consumer says the car wash allegedly scraped their tire rim.
  **** Xpress ******************* team at **** Technology Drive 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. 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,
  
  ***************************

• Initial Complaint

  08/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Buying gas at pump at ***'s I accidently hit yes to car wash, I did not choose one, and hit cancel. Then proceeded to fuel up. Upon looking at receipt they without authorization charged $14.99 for a car wash for ***'s Xpress car wash which is built into back of store. This is location in front of ******* on 521. ******* refused to refund me, calling corporate they are giving me the no call back and run around. This is intentional and can only imagine thousands of other customers that are getting duped like this. I don't use car wash machines, and definitely not on a rainy day like it was. I want my money back, or at least a credit for fuel.

  Business response

  08/17/2023

  August 17th, 2023
  BBB Response to Complaint Case#: 20432183
  The consumer says he accidentally purchased a car wash and was denied a refund.
  The location the customer made this purchase is a **** Mart connected to a **** Xpress Car Wash. Fuel purchases are made through **** Mart and the wash is used at the sister company **** Xpress Car Wash. Per customers complaint, the customer spoke directly with **** Mart about his purchase and its possible he reached out to **** Mart corporate. We at **** Xpress Car Wash have not received contact from the customer until this ******************** complaint.
  

  **** Xpress ******************* team confirmed the customer has been refunded for his transaction. The customer came by the location a couple days after the purchase and spoke with a **** Mart employee and **** Xpress Car Wash employee.  The customer has been refunded and concerns addressed.  
  Please feel free to contact us if you have any further questions.
  

  Regards,
  
  ***************************

• Initial Complaint

  08/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I selected the option to upgrade my purchase to an unlimited membership on June 24, 2023. On July 13, 2023 I cancelled my unlimited wash membership because I was not using the membership. I immediately received an email confirmation from **** Xpress stating that my membership was cancelled. On July 24, 2023 my card was charged $40 for the membership even though I had cancelled it 10 days prior. On July 28, 2023 while reviewing my bank charges I found that I was charged in error and I called **** Xpress customer support. On the phone I was advised that I needed to forward them the cancellation email I received before they would 'forward it to the store' where their management would determine if I am eligible for a refund. I forwarded the cancellation email confirmation (that came from them) on July 28th and I sent a follow-up email on July 31st requesting a time frame for my refund. I have yet to receive a refund to my account or any timeframe from **** Xpress stating when I can expect to receive it.

  Business response

  08/03/2023

  August 3rd, 2023
  BBB Response to Complaint Case#: 20407306
  This letter is in response to the BBB complaint (Case#: 20407306)filed by ******************************  The consumer alleges that they did not receive a refund after their cancellation.
  ***************************** reached out to our Support team at **** Xpress on July 28th regarding her membership cancellation and being charged after the cancellation. This information was sent to our Club Plan Coordinator for further investigation. Our Club Plan Coordinator reached out to ***************************** on 7/31/2023 and left her a voicemail. The investigation was pending per Kristens response as we wanted to gather more details from the customer.  
  **** ********************** Car Wash intends to take care of all customer inquiries and had no intention to not provide ******* a resolution. Upon receiving Kristens complaint, we called ******* again today, 8/3/2023. ******* was left another voicemail. ******* then reached back out and after further inquiry into the situation, we confirmed her refund had been processed back to her card.
  **** Xpress Car Wash has resolved this complaint directly with ***************************** and her membership is fully cancelled and refunded.   
  Please feel free to contact us if you have any further questions.
  
  Regards,
  ***************************

  Customer response

  08/04/2023

   
  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

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 15, I was teying to get my car washed, ad a member of ****. They had no employees at the express pay terminals, all employees were inside the office, on thier cell phones. What should've taken 4 minutes took 25. Unacceptable

  Business response

  05/18/2023

  May 18, 2023
  BBB Response to Complaint Case#: 20062036
  This letter is in response to the BBB complaint (Case#: 20062036)filed by **************************  The consumer says their wash took 25 minutes to complete when it should have been much shorter.  
  **** Xpress Car Wash appreciates any opportunity to address a customers concerns. ****** feedback has been sent to our management team and a member will be reaching out directly to ***** to address these concerns.
  At **** Xpress Car Wash, we pride ourselves on express services to our customers and are disappointed to hear this was not ****** experience. Our goal is to always provide excellent customer service and we hope to restore ****** faith in our company and they continue services with **** Xpress Car Wash.
  Please feel free to contact ** if you have any further questions.
  
  Regards,
  
  ***************************

• Initial Complaint

  04/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased an Unlimited wash subscription in March 2023. This subscription was for one month of unlimited washes at any Sam's Xpress car wash location. After purchasing, I ended up terminating my subscription. When I did, I recieved a confirmation email about my termination of subscription. In April, I found a charge of 26 dollars from ***'s Xpress for another month of their unlimited wash program. I tried emailing them, but they did not respond after 4 days. I am now reaching out to the BBB to assist me in getting my refund.

  Business response

  04/30/2023

  April 30, 2023
  BBB Response to Complaint Case#: 19989396
  This letter is in response to the BBB complaint (Case#:19965895) filed by ****************************** The consumer alleges that they were fraudulently charged for their membership.
  ***************************** signed up for a membership on 3/24/2023.He then cancelled through our online portal on 3/26/2023. The account was reactivated by mistake, and ****************** was charged on 4/24/2023 although he had requested to cancel. **** Xpress did not receive ******************** email requesting a refund until receiving this BBB complaint.
  Upon the receipt of this BBB complaint, our management team reached out to ****************** and apologized for the additional unauthorized charge. ******************** charge was refunded back to his card and should be reflected in his bank account within 3-5 days of the refund date (4/27/2023). We appreciate ******************** business and for bringing this to our attention.
  **** Xpress Car Wash always intends to treat our consumers fairly and ensure they are taken care of when they request a cancellation. **** Xpress Car Wash determines customer has been refunded and complaint addressed.****************** is welcome to reach out to our management team if he needs anything further.
  Please feel free to contact us if you have any further questions.
  
  Regards,
  
  ***************************

• Initial Complaint

  12/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I was approached about a car wash membership on 10/8/22. I declined repeatedly. The employee told me and my friend, that if we got the membership for $10, he would cancel it by the end of the day, and we wouldnt have to pay for the second month. I was charged on the 2nd month. I called them again. They still did not cancel. I am still being charged on the third month. I called them AGAIN. The manager ***** went back and forth trying to tell me that I used the membership in the third month. I didnt. But even if I did go to the car wash, my membership was supposed to be cancelled on 10/8/22. The membership is still not cancelled for me or my friend.The manager ***** told me that he would refund the second month, but would not refund the third. Makes no sense. But here I am, still not refunded for any of the months. **** Car wash is scamming people into getting memberships. Promising to cancel them. And then refusing to cancel the membership.

• Initial Complaint

  11/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I requested cancellation of my carwash membership on 10/13/2022 for both of my vehicles. I received 2 generic cancellation confirmation emails. I was then charged again on 10/28/2022 for one membership. When I reached out to the business they explained that membership wasnt cancelled. I had no way of knowing that my membership was not cancelled for the other vehicle and they acknowledged in an email that they could make their process better. I have since requested a refund of ***** and the business has refused the refund despite the acknowledgment that I would have no way of knowing that one of my subscriptions were cancelled.

  Business response

  11/17/2022

  This letter is in response to the BBB complaint (Case#: 18383487)filed by **************************  The consumer alleges that they were unaware they did not submit a cancellation for both accounts on file.
  **************** submitted two cancellation requests for the same vehicle on 10/13/2022, by inputting the same vehicle information twice into the cancellation form of the **** Xpress Car Wash website. **************** reached out to **** Xpress after receiving a charge on 10/27/2022 for his 2nd account, belonging to a different vehicle that remained active. **** XpressCar Wash explained that we require a cancellation request for each vehicle to ensure each account is cancelled.
  **************** stated he had no way to know that both accounts were not cancelled. **** Xpress Car Wash denied liability in the customer submitting the same vehicle information twice. **** Xpress Car Wash acknowledged that in the cancellation confirmation emails received after cancelling, the specific vehicle cancelled can be listed to confirm to customers which vehicle they cancelled. We have adjusted this for future customers.
  Although **** Xpress Car Wash has a no-refund policy and **************** did not submit a cancellation for both of his vehicles, **** Xpress Car Wash refunded the charge **************** received on 10/27/2022. We thanked **************** for his feedback and let him know the refund was processed back to his form of payment on 11/9/2022.
  **** Xpress Car Wash contends this matter has been addressed in full, including a full refund to **** and his concerns were properly addressed. 
  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. ↩