ComplaintsforExpress Wash Holdco, LLC

• Initial Complaint

  07/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 7/13/24 I went to the Moo Moo car wash on ********* Rd in *** ******* OH. They offered $1.00 for a month as they were celebrating their 1-year anniversary and I signed up. I came to find out after the fact that I was signing up for an unlimited car wash program at $40.00/month that auto-renews. I went to their web site to cancel, but there was no cancel option. I then wanted to edit my credit card information to delete it, but there was no way to do that either, I went to their web site and filled out a form to have them cancel my account. I'm assuming this will be done. The fact that they did not disclose that I was signing up for their monthly program, compounded by the inability to cancel online or to remove my credit card is a deceptive business practice at its worst. They need to disclose the ramifications of accepting their $1.00 offer when it's made and need to make it VERY EASY to cancel. Please ask them to stop this horrible practice and make sure they cancel my membership.

  Business response

  07/15/2024

  Thank you for reaching out, it appears that your membership was cancelled within minutes of you signing up therefore there was nothing more billed other than the 1.00. We are sorry to hear that you had trouble pulling up your account on our website. There is a Manage my Membership option on our website that you can use to log into your membership and cancel or change your payment information etc. Your membership is active until 8/13 and you can continue to wash until the 12th of August. We again apologize for the inconvenience you experienced and appreciate you being a valued customer. 

  Business response

  07/18/2024

  Thank you for sharing your concern. I have attached a photo of our website member login option that shows where the cancel option is located on our website. If your account is no longer active, the cancel option does not show up for your account. We also have a toll-free Customer Service # that is available M-F 9-5 at ###-###-#### that you can reach out and cancel your account. The $1.00 option that you signed up for was a promotion, the attendant should have explained to you that this was a membership promotion. In addition, you would have been sent a text message, if you included your phone # that explains the membership. Moo Moo takes pride in offering our customers the best service and making sure their questions are answered. We will be sure to review with our teams when selling a membership that it is explained fully to the customer each time. We appreciate you taking the time to share. 

  ***** ******

  Customer Service Manager - Express Wash Concepts. 

   

  Customer response

  07/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** *****

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/7/2024 we took my car through moomoo car wash on hill road in ************ ****. As the car went through the car wash, at the beginning, it cracked my windshield. The crack is over a foot long. I submitted an incident report and heard back about 86 hours later when I showed up. The manager at moomoo told me that my car will not be covered because there is a class action lawsuit out for ****, then emailed me the link that was sent to them. When I pulled it up it was for 2020-2023 tellurides not my car, a 2016 Kia ******* The customer service lines were down at ****** when they should have been on so I went to the office location and was told they don't talk to us in person and it has to be over the phone and was given a phone number. *********************** called the location to gather more information. When she called me back she stated that they do not cover windshields because there could be an existing crack or chip but didnt see one in the video. When I asked If this was a disclosure on the website or when I signed up for the monthly subscription she said no.My windshield has to be replaced and Id love to continue going through them but only if they take the steps to correct their wrong. They did give me a few months free of car washes only because I asked.

  Business response

  07/12/2024

  Thank you for sharing your complaint with us, as discussed and reviewed by the site manager our wash was functioning properly during your wash and there was nothing that the wash could have done to cause the windshield to crack. The windshield could have had a very small imperfection and been compromised prior to coming into the wash. With temperature changes with the water hitting this possible imperfection, the windshield could have cracked. Much like when the weather changes and a crack would get larger due to expanding and contracting. This is not something the car wash would be liable for therefore the claim was denied. We washed hundreds of cars on this day with no other incidents reported.  As we also discussed, as a courtesy, we gave you 5 months to wash at no charge due to your frustration and service you were provided with the phone lines being off at the time you attempted to call. Our **************** team was in a monthly meeting from 9:00-10:00am on Thursday 7/11 and we apologize for the inconvenience this has caused you. 

   

  Customer response

  07/12/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21974752
  
  I am rejecting this response because you stated over the phone that there was no visible chips or cracks in the windshield when reviewing the tape from the incident which concludes that your car wash caused the incident to occur. On the website you have 100% satisfaction guarantee written out and no disclosure stating the company will not provide compensation when the wash damages a vehicle and that the customer is at fault. 

  You stated that the car wash did not malfunction at all, could you provide documentation to prove that? Could you also provide the video footage of it taking place since you stated there was no marks indicating damage before the incident, which will show your car wash damaging my vehicle. I would much rather settle this issue without getting court involved but would go that route if I have to. 
  

  I would rather get compensated for my windshield having to be replaced than have free car washes at ******* due to being uncomfortable going back since it damaged my vehicle and the company wont own up to their mistake. 
  
  Regards,
  
  *****************************

  Customer response

  07/12/2024

  Additional information:

  ******* assistant manager tried to tell me at first they wont cover it due to my vehicle being under a class action law suit and sent me a link to what it was. On that link it states it is for 2020-2023 tellurides not my vehicle.

  link below:

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

  When I explained to them that was incorrect and my vehicle isnt under that and how I even called *** about it, that was when they changed their story about how they just don't cover windows. She even stated that there was no visible proof on the video that there was any damage to the window prior to the car wash damaging it. 

  Business response

  07/15/2024

  We understand that you were provided information regarding the class action lawsuit on *** windshields. The Assistant Manager thought it might be helpful due to the issue that you experienced. We are sorry that you are unhappy with this outcome and understand your frustration with your windsheild. Unfortunately, we will not be approving the claim on your windshield.

  Customer response

  07/16/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21974752
  
  I am rejecting this response because when I showed up, she did not say it was for my information only. She said that was the reason you guys were denying my claim. Could I get forwarded the email that your corporate office sent The assistant manager at Moomoo car wash about the incident and also with the link to the Kia ***** action lawsuit. I would also like access to the video footage wouldnt happen to my vehicle. 
  
  Regards,
  
  *****************************

  Business response

  07/18/2024

  Thank you, ********, we have reviewed your complaint with our Area Manager and location manager and there was no malfunction with the wash that caused your windshield to crack. The link for the Class action suit is the one that you already provided in your initial complaint. If you wish to view the video of your wash, we can arrange for you to meet with the Manager at the wash site to watch the video.  

• Initial Complaint

  07/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Driver side chrome off door handle and the week before my front windshield cracked from left top corner

  Customer response

  07/12/2024

  Driver side chrome door handle is missing and the week before my windshield cracked from top left corner all this happed between the week of June 29 and July 6

  Business response

  07/18/2024

  Thank you for reaching out, we see here that you spoke to our Site Manager of the location that this incident occurred. They will be handling your report from this point forward. Should you have any other questions regarding this concern please reach out to the location or you can contact our Customer Service Department at ###-###-####. M-F 9:00-5:00pm

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Moo Moo Car Wash ********* ** in November. The car wash's main hydraulic line had broken and was temporarily fixed. Despite being advised to stay closed until a permanent repair, the company reopened. This detail was confirmed by the Team Lead , documented in video recordings. During the wash, oil from the broken hydraulic line sprayed into every part of my car: seals, filters, gaskets, engine, undercarriage, all rubber, vinyl, and plastic parts. The oil is corrosiveness by nature. The burst hose also broke part of my car's siding and dented the driver's side. Initially, we were promised all damages covered but they eventually claimed it was "too severe." After a month of waiting, they stopped communicating and directed us to their insurance company. We then discovered the true extent of the damage. The Ohio EPA and Health Department advised us to obtain the chemical details of the oil, but the company refused. They also failed to report the spill to the Ohio EPA. The EPA and Health Department declared the car unsafe to drive until all contaminated parts were replaced. The insurance company moved the car to multiple dealerships and body shops over seven months, while we continued making car and insurance payments. The damage affected seals, filters, gaskets, rubber, vinyl, and plastic parts. Estimated nearly $8000 in parts alone and confirmed by al the shops taken to. Despite this, they sought a less comprehensive appraisal, sending three appraisers until they got an appraisal they liked. Both body shops and the dealership advised against driving the car due to its unsafe condition. Given the car's value, pursuing legal action would be costly. This tactic appears common among certain insurance companies. This entire ordeal has been a nightmare, and I strongly advise against using Moo Moo Car Wash. Their negligence and the insurance company's handling have left us with an unusable, unsalable car and a lot of frustration. Names and extensions can be provided.

  Business response

  06/20/2024

  Based on his complaint it appears his complaint is more with the insurance company and how it was handled. We would recommend that he reach out to the contact he had at the insurance company at that time. Thank you. 

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 20, 2024 I went to clean express auto wash to wash my car. I paid around $10 I believe for the wash. Before entering my car had nothing wrong or no issues. During the car wash, my passenger side mirror got snatched out of the holder and cracked. I told one of the employees about the situation and I was lead to the office to sign an incident report and was told that they will report back to me in 72 hours. I decided to email the business on May 26, ****************************************************************************************************************** that they will not be paying for damages because its an inconsistent issues and that my car mirror was already broke in which it was not and especially not cracked. I called the headquarters of the business to see if I could get anywhere with them and was told that only the actual business I went to can do something but they will tell the business to revise the case and nothing has happened yet.

  Business response

  06/19/2024

  Good morning, thank you for reaching out regarding your complaint. After review, our leadership team has determined that the wash did not malfunction, and this incident is not consistent with what our wash would do. We washed hundreds of cars the same day and had no other issues. It has been determined that the mirror had a defect prior to coming to the wash. The mirrors are adhered by clips that can deteriorate and wear over time due to the elements and normal wear and tear of the vehicle. Thank you for reaching out, we would be happy to refund your wash for the day due to your experience. 

  Customer response

  06/27/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21860309
  
  I am rejecting this response because: I leased this car a year ago and before I got the car a lot of things were replaced and updated (mirrors being one of them). Even after getting the car I didnt start driving it until after about like 6 months, it just stayed in the garage so I highly doubt that my mirror came off because of wear and tear. 
  
  Regards,
  
  ***************************

  Business response

  07/12/2024

  Thank you for reaching back out, our denial of the claim stands as there was no malfunction of the wash on this day and no other vehicles reported any damage. Please reach out to our *************************** if you would like us to refund you for the wash that you purchased on the day of the incident. You can reach us at ************ Mon-Friday 9-5pm 

• Initial Complaint

  04/04/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  On March 11,2024 @ 11:15am I was in line waiting to be serviced at Moo Moo car wash, paid attendant continued through following instructions of Mr.**********, Mgr. After wash was completed green light which is a symbol to go. Exited car wash I went to dry off vehicle with towel starting with the driver side. Once on the passenger side drying off the car with towel my hand went over an area that was not smooth, which caused me to stop drying and inspect the vehicle. To my amazement there was a dent on the passenger side by the wheel well. I couldn't believe what I had seen. I instantly went to the office and spoke with Mr. **********. An incident report was completed, I took a picture of report. Mr. ********** stated he was short of help and would review the video later and assured me that things would move expeditiously. I reported to my insurance agent Mr. ******** and informed him of the incident, his response was the car wash is held responsible for my vehicle, because their car wash caused the damages. It is now April 4, 2024 and have yet to hear from Moo Moo. I need my vehicle repaired. I never saw video even after multiple request. Thank you for your help in this manner.

  Business response

  04/05/2024

  Thank you for sharing your concern with us, we would be happy to look into this further. Could you please provide which location you were at when this occurred? We will get it over to the Management team from that specific site to review your concern further. 

  We appreciate you reaching out and allowing us to review your concern. 

  ***** ******

  Customer Service Manager

  Express Wash Concepts. 

• Initial Complaint

  04/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went to the location with my white truck on ***** ******** *** ** ******** ** on Thursday the 21st. When I came out of the wash, there was a scratch on the side of my truck, deep to very light with blue stuff in the scratch. I went into the office and told a rep there was a scratch. He said it could have been the brushes, they may need to be cleaned. he gave me a copy of my incident report, and said someone would reach out to me in 72 hours. As I didn't hear anything I contacted them.

  I called on Monday. I spoke to a gentleman who said they were completing an investigation and were watching a video. We watched the video together. We disagree about what the video shows.  

  I showed him a picture of the truck before and after the car wash, but they still say the scratch pre-existed the wash. 

  Business response

  04/05/2024

  Thank you, *****, for reaching out, we have reviewed your complaint and also the video footage in question. Our employees are trained to use hand signals to identify marks or pre-existing damage to the vehicle. In this video he clearly does the hand gestures to indicate there were defects in that area coming into the wash. The marks on your vehicle are not consistent with what our wash can do, our brushes are spinning so fast as the car is moving. If this was from our equipment you would see a mark, then a blank space and then a mark again. There is nothing in our wash that goes straight down the car as these scratches indicate.  The reasons mentioned are the reasons your claim was denied by our wash site. 

  Thank you for reaching out and allowing us to provide more information on this situation. 

  *****

  Customer Service Manager 

  Express Wash Concepts

   

• Initial Complaint

  03/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Bee Clean Car Wash - Cambridge debited my checking account for $40 in January and February. They were not authorized to take this money from my account. 

  Business response

  03/19/2024

  Thank you, Mrs. ******, we would love to look at your account further. Please call us Monday - Friday ###-###-####. Our Customer Service team will take a look at your account to determine where the charges are stemming from. Thank you for allowing us the opportunity to take care of this concern for you. 

  Thank you,

  ***** ******

  Customer Service Manager 

  Business response

  03/26/2024

  Thank you for chatting with me today in regard to your concern. As we discussed, I have refunded you the $80.00 that you requested and have reviewed our records to be sure no additional charges should be coming out of your account. It appears you were set up for our Monthly Wash package which is why you were billed the charges in question, please let me know if you have any other questions. 

  ***** 

  Customer Service Manager 

  Customer response

  04/10/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.

  
  Hello, this is ***** ******** calling with a complaint. My ID number was 2 1, 4, 5, 3, 6, 2, 4, and it was against express car wash. They have settled with me. I thank you very much for everything. Bye you.
  
  Regards,
  
  ***** ******s

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  After documenting and submitting a formal complaint onsite the same day, Flying Ace Car Wash denied my claim after having the molding ripped off of my vehicle after going through their wash on Sunday, February 11, 2024. They denied it because they said my car was too old (2013 ). It only has 71,000 miles on it and was in immaculate condition until this happened. Unfortunately, I didn’t find out this happened until I got home and by then it had put several scratches on the side and rear passenger side of the car. I asked them after the claim denial - "if my car was too old to go through the wash, why did you sell me the unlimited package" - they had no answer for me. This car was in great shape with no loose moldings so I feel they should be liable to pay for the repairs!!

  Business response

  03/06/2024

  Thank you for reaching out regarding your damage claim. Our site Manager reviewed your claim as well as video footage and photos, and it was determined that our wash did not cause the damage to the vehicle. We are sorry that you are not satisfied with your experience at this location. If you have additional concerns regarding your claim, we ask that you please speak to the Manager at the site for understanding on the wash cycle. 

   

  Customer response

  03/07/2024

  As you can see by the attached picture the car wash ripped this molding from the top of my car.  I didn't look at my car onsite after the wash and didn't realize it until after I got home.  I heard a noise as I was driving home but thought it was some folding chairs I had in the trunk.  When I realized the molding had been ripped off of the car when I got home, I pushed it back in place to avoid further scratches and immediately went back to the car wash to have the complaint documented by ******.  He was very thorough and seemed to indicate this would be taken care of.

  More than a week went by then I received the call from someone at the wash saying the claim was being denied due to the age (2013) of my car!  Now they are saying there is no surveillance video proof from the camera system at the wash?  The original person calling me made no mention of cameras not showing the damage the wash created just that my car was too old.  No one ever offed to let me review the surveillance pictures and I'm sure by now they have been lost or overwritten.

  I have spoke with the car wash and was denied and called corporate and they said all claims are handled by each individual location.  This is unacceptable and very poor business practice.  This car only has 71,xxx miles and was in perfect garage kept condition until the wash ripped off the molding.  Oh and by the way, if my car was too old to safely go through the wash why was I sold the unlimited car wash package to begin with?  I expect the molding to be fixed and scratches to be repaired/buffed out.

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/4/2024 My mother took her 2007 Ford Focus to Clean Express after church. When we went into the car wash, we heard 2 loud noises on the passenger side when the brushes were going along the side of the car. When the car came out I noticed there was still soap on the car, I got a rag to clean the soap and water since the dry part of car wash did not do it. When I got to the passenger side of the car I noticed the mirror was hanging off. I went inside and spoke with *****, he filled out a incident report and said someone will call my mother in 72 hrs. Wednesday she didn't get a call until Friday 2/9 we scheduled to see the video tape 2/15. Upon viewing the tape we were told that since her mirror had a little gap at the top the brushes pulled her mirror off. This car has been car washes a lot over the years without having a problem until we went to Express Clean. They are saying since there was a small gap it's our fault the mirror came off. If this car in its current condition has been to multiple car washes over 5 years with out a problem until 2/4 at Clean Express. All my mother wants, is for them pay to have the mirror repaired. Its a power mirror and it still works it just needs reattached. The Store # 607 ** **** * *** ** **** *** *********** ** ******

  Customer response

  02/22/2024

  Hello, 

  Please see attached complaint #********. In regards to Incident report at carwash.  All we want is to have the mirror repaired. It still works it just needs reattached and We feel the carwash should pay for it since the machine knocked it off.  I advised them this car has been to other carwashes for over 10 years and nothing has happen like this before.  The Manager said to me and my mother if it was her choice she would pay for it.  But she said it was not her decision to make it would be the corporate office.  I called them and they said that would be something the location manager would have say yes or no on getting it repaired. The location manager pass it back to corporate, We are getting two different stories. The carwash did not send this to there insurance company to see if this is something they would cover. All we want is for them to pay to have the mirror re-attached.   

  I hope you can help.

  Sincerely, 

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

  Business response

  03/06/2024

  Thank you for reaching out, we are sorry to hear that you are still not satisfied with your experience with us. As we discussed on 3/6/2024, we will send this to our Area Manager for further review. As the original claim was denied due to age and prior damage to the vehicle prior to coming into our site on this day. We pride ourselves on our customer experience and we want you to know that we appreciate you are taking the time to share your experience with us. We look forward to working with you to come to a positive resolution. 

   

   

  Customer response

  03/13/2024

  Complaint # ******** We got a estimate on the repair and the car wash said they will pay to have it fixed. I told the car wash company, that the BBB has reached but they have not responded. The Manager ***** was advised but I don't know if she will reply or not. Being that they are paying to have the repair done we are happy. Thank you

*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. ↩