ComplaintsforChampion Xpress Car Wash, LLC

• Initial Complaint

  06/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for a special Champion was advertising in June 2024 with the understanding the special would end in Sept. 2024. Champion continued to charge my debit card after the special ended and when I visited the business, they said I'd have to call corporate. In the meantime, My last visit to the carwash was Sept, because that was my last month of the special they sold me but they continue to bill my card. I emailed them several emails and called and the end result is they could not refund me and continue to bill my card each month. If I choose to cancel with my bank, they will require me to get a new card and upset my autopay with all my other accounts and can only reimburse the last two months, so that is not an option. I've gone in to close my account with champion and asked champion to close my account at their end, but nothing changes, they just keep billing me each month. I need someone to help me. please make them stop billing my card, I am not using their carwash, in fact I have protested them for this reason. I will never use champion again. I just want my money from Oct. through present and for them to destroy my card number. No one at champion calls me back, just a series of emails. I've sent them bank statements and everything they've asked for for them to say they cannot refund me. This is adding up and creating an unnecessary expense at my end.

  Business response

  07/12/2024

  Thank you for reaching out, ******,

  Our records indicate there are no calls from the number provided. Our records also indicate the last correspondence via email provided was in March 2024 following multiple follow up requests from December 2023. In order for us to take action on your cancellations and other requests, we need confirmation of changes to be approved. Your failure to respond to the March 27th email attached resulted in no action taken. 

  I do understand that your request was for a full refund of the membership charges, however, there is no record of any cancellation attempts/requests where we are able to complete any request. These are valid charges, per our Terms and Conditions memberships will remain active until changes and cancellations are confirmed 3-5 days prior to the renewal. Your failure to respond to attempts to follow up have resulted in closure of these tickets with no action. Your request for refund does not fall in alignment with an appropriate refund policy and we have provided usage details regarding your account as you have provided. 

  Solution: I have cancelled the membership effective 7/12/24. Per our refund policy with no usage in the last 6 months we will honor a 3 month refund. (Please see attached last usage 12/22/24. Last renewal 6/30/24.) Refunds to be processed total, $123.30 for renewals in June, May, and April.

  Please see attached Transaction History showing 6 months with no usage, last License Plate Read- usage 12/22/23. Please allow 3-5 business days for the refunds to be processed by your bank.

  Have a Champion's Day

• Initial Complaint

  05/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After being double charged for a car was, their attendee was the one who processed the card twice, I have been waiting over three months for them to refund one of the charges.

  Business response

  05/10/2024

  Thank you for reaching out! 

  After looking into this matter there was an issue processing the refund at the location, so we had to submit for a check refund request. This refund was approved as it was a duplicate charge. The check has since been sent out. Please allow time for postal processing and don't hesitate to reach out if you haven't received it in 5-7 business days!

   

  Have a Champion's Day

• Initial Complaint

  01/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On June 20, 2023 I went to Champion Xpress Car Wash where an attendant was standing at the pay station, I entered my card, he asked what car wash I wanted, a receipt was printed which I signed for. The charge was for $10.82. On the second occasion I went to the same car wash, the lever to let me in just went up, with no attendees in sight I assumed free car washes were being given. After reviewing my credit card statement as of today 1/25/24 this company, unbeknownst to me, has charged my credit card $21.61 every month since July 2023 to January 2024 totaling $151.27. The charges being for a subscription that I was never made aware of or agreed to. When speaking with a supervisor (** **********, he declined to credit back my account, stating he sees that "we will not reach an agreement". I was also sent a messaged picture by customer service of my signature, in which I told him was only obtained because I believe I was signing for the charge of the car wash not a monthly subscription since the attendee was the one entering the information into the pay station. The company can deduct the charge of the second car wash, but I would like the remaining balance refunded for the subscription I was NEVER aware of. This is shady business practices.

  Business response

  01/25/2024

  Thank you for reaching out, *******,

  Upon review of your Transaction History showing usage following two renewals, as well as the initial receipt you referenced receiving in your complaint; your membership, with failure to report or cancel, does not qualify for full refund, per your request. We have taken the courtesy to escalate your claim to our Operations Team, who have agreed to a maximum system refund of 3 months. I have emailed the details to your email provided. 

  Please allow 3-5 business days for the approved refunds to be processed by your bank!

  Champion Xpress Carwash takes great pride in serving our communities! We appreciate your patronage.

  Have a Champion's Day!

• Initial Complaint

  01/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When the car wash opend I was told 1 dollar for a month never went back after and I was charged for 3 months the at $37.78 that's $113.34 I am not happy about being told the wrong thing when opend I was never told I would.be charged automatically! I want my refund. For the mo ey taken from me. This makes me not want to return to the site. I hope this is being sent to someone who can help me!

  Business response

  01/16/2024

  I emailed ****** to the email provided requesting additional information to review the membership and transactions being disputed.

  Thank you

• Initial Complaint

  12/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We purchased a single car wash from Champion Xpress in February 2023. The attendant asked what kind of car wash we would like, and we said the basic car wash. They handled our card and chose our car wash for $21.68. I discovered yesterday our card has been continually charged for the past 11 months for a monthly subscription service that we were certainly not told about and under no circumstances willingly signed up for. Unknowingly signing us up for a monthly subscription without a single word to us is unacceptable, and we've now paid upwards of $200 for a single car wash due to their dishonesty.

  Business response

  01/02/2024

  Thank you for reaching out to Champion Xpress Carwash, Customer Xperience. I would be happy to assist you with this. I have emailed the email provided requesting additional information to locate your charges. 

  I look forward to resolving this with you!

  Have a Champion's Day

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my truck through Champiom Car Wash for the first time today (12/07/2023). After the wash, I got out to look at how clean my truck was, and noticed paint chips that I didn’t have prior to the wash. I’ve been through multiple car washes and have never had this issue.

  Business response

  12/12/2023

  Thank you for reaching out! 

  I apologize that this has been your experience. If you have not already, please visit the wash, so we can conduct a formal investigation with our claims team, regarding your visit! If you have already, please email a follow up request to ****************************. Please include the Customer Experience Report filed at the site, as well as any details regarding your visit. Place ATTN to ***** in the subject line. 

   

  I hope this is helpful and we are able to get through this process together!

  Have a Champion's Day

• Initial Complaint

  11/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company made multiple unauthorized charges on my account and refuses to refund me. I got a carwash there ONCE and they charged me 3 times months apart, the first was an authorized charge of $15 for a single carwash. The next were both over $30 and they will not communicate with me or resolve the issue. I never set up a membership with them and don't even live in the city where I got the car wash. How can they just sign you up for a membership without even telling you? That has to be illegal. Regardless I need the fraudulent charges given back to me.

  Business response

  11/14/2023

  Thank you for reaching out, *******,

  I apologize that this has created a difficult experience for you! I have located the membership and submitted for refunds on the September and October renewals. Please allow 3-5 business days for the bank to process the refunds. As previously reviewed, this membership was cancelled online.

  Please don't hesitate to reach out if there is anything further we can assist with.

   

  Have a Champion's Day

• Initial Complaint

  11/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On October 23rd. Champion Xpress carwash on Alameda had a mechanical failure in the tunnel resulting damage to my vehicle. The large brush was not operating correctly resulting a damage front bumper, broken mirror, broken antenna, TONS of scratches and dents in the b pillar of my vehicle. It was a frightening experience to see the machine fail as I was worried it was also going to break my windshield or glass. The sounds it made really made me worried about my safety and what damage it was causing to my vehicle. Upon finally passing through the tunnel, I located an employee. ****** ***** was able to file a report. ****** said he would submit everything and someone from corporate would be reaching out in 5-7 business days. He took pictures and was courteous enough to supply his cell number. I followed up later in the week and said that he did everything he could do on his end and to call the 1800 number for a follow up. On October 27th I called and spoke to ****** and she said that ***** is the person that handles all claims but was out for the week and she would be back on Monday. She would call me back with an update but NEVER did. I called back on Wednesday the 8th and they did not pickup the phone at all. I tried twice in the morning, twice at noon and twice around 2-3pm. Again no answer. The automatic messenger then said that you can text in which I did and received a text back stating that their phones were down for the day. Today, I called and spoke to ****** and let her know that she did not return my call. She said ***** has been in and out of meetings and is not available for anyone to speak to nor does she have an email nor phone number she can share to the public. Customer service is extremely lacking. My vehicle is still damaged and according to the estimate Champion car wash mechanical failure caused nearly $5000 in damages to my truck including a frightening experience. I need my vehicle fixed, pay the body shop or cut me a check.

  Business response

  11/14/2023

  Thank you for reaching out, ****.

  I understand that the claims investigation process/timeline was not properly communicated, as to the extent of the investigation and time for review. For this I apologize. We have been in contact and greatly appreciate your feedback to improve this process and communication for our valued CX customers. As a whole, I believe we were able to come to a resolution and make our mistake right, per our core value Difference! We have received all updated information to move forward with closing out and resolving this claim. 

  If we were able to make our mistakes right and turn this around for you, we would greatly appreciate that feedback here to close out this complaint! Thank you for your diligence and understanding. 

   

  Have a Champion's Day

• Initial Complaint

  10/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been enrolled in a monthly membership which I, nor my husband, ever authorized. A monthly automatic withdrawal of 37.25 has been taken out for many months unfortunately. (Please see uploaded document). Requesting any account assistance from this company is futile. Three online requests for cancellation and explanation using contact page on company website went unanswered. Management on-site at this car wash, cancelled the unauthorized subscription but said they did not have access to account info. My husband asked for number for regional manager and was told they couldn't give out that information but would take his number and have someone call him. Three weeks later and no communication whatsoever by phone or email. Suddenly on 10/4/2023 three credits (refunds for 37.17) appeared in my bank account without any explanation or communication from any representative of this company. Many more refunds are due as we never enrolled in this monthly auto-pay setup and only used this car wash twice on 5/1/2021, and 11/27/2021 and never since. I am requesting someone in accounting contact me to produce paperwork that shows my husband or myself signed for a monthly membership that we were unaware we signed for and never used, or if no legally binding contract can be produced, please refund every monthly charge still owed that was illegally taken from our account. Thank you.

  Business response

  11/06/2023

  Thank you for reaching out, Susanna,

  I have included initial purchase receipt for the membership. First attempt at contact was 8/30/23. Courtesy refund 4 months remaining of the 7 months offered. Most recent three months have been refunded. Please reply to my email sent to ******************

   

  Please don't hesitate to reach out. I apologize for the delay in responding. 

   

  Have a Champion's Day

  ****** **

  Customer response

  11/10/2023

  
  
  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.
  
  Regards,
  
  ******* ********

• Initial Complaint

  09/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My vehicle was damaged during a carwash on 7/24/2023. A residue was released during the carwash causing permanent damage to the paint, which is now cracking on the hood and roof of the vehicle. Immediately after, I spoke to the manager who suggested another carwash. Unsatisfied, I returned again and spoke to another manager who filed an incident report. I have called numerous times since the report was filed, speaking with the customer service department who told me a ticket was issued for a callback. No one has called me back, not have I had any contact from this company. I have had the car looked at by a detail specialist who was immediately familiar with the residue and it's impact, stating that it is as chemical acid and it cannot be removed, as it has burned into the paint. I am looking to have my car repainted as it appears that is the only option.

  Business response

  10/20/2023

  I apologize in the delay for responding to this complaint. After a thorough investigation via our Operations Team and our Claims Department, the Customer Resolution Agreement shows to have been sent to the customer email provided on the incident report. Please don't hesitate to reach out if this information was not received and/or is needing to be resent.

   

  Have a Champion's Day

*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. ↩