ComplaintsforMagic Tunnel Express Car Wash

• Initial Complaint

  06/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Needing to cancel my membership with Magic Tunnel and cannot get any help from anyone, emailed them with no response... I just want them to stop billing me since there are no more Magic Tunnel carwashes in Ohio and I want reimbursed for all the times they have been billing me automatic withdraws from my bank acct

  Business response

  06/27/2024

  Good afternoon This was my response to *****:

  Hi *****
  
  Thank you for contacting the Take 5 Car Wash Customer Care Team. My name is Tom and it would be my pleasure to help you today!
  
  this is in response to your BBB complaint. I refunded 13 months since the first Take 5 Billing. Just so you know Take 5 has owned the Magic tunnels since 10/27/21.
  
  Your Monthly Unlimited Membership *****+****** has been disabled and your credit card will no longer be charged for renewal. A refund of $ has been processed to your credit card. Please allow 3-5 business days to see the refund on your statement.
  
  We hope you continue to allow us the privilege of providing you with a sparkling clean vehicle in the future.
  
  If you would like to reactivate your Monthly Unlimited Membership in the future, you can use the same sticker you already have. We hope to see you again!
  
  It is our pleasure to serve you,

• Initial Complaint

  05/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Cancelled Dec 28 2022 Continued to charge my card until April of 2023. $180 is what they charged me and refuse to pay whole amount.

  Business response

  05/03/2023

  We certainly did receive the request to cancel. We sent back a request for more information to locate your account, which you did not provide. We therefore could not find your account to cancel it.  When your email response was not forthcoming, we assumed you cancelled at the car wash location. 

  We requested that information repeatedly with no answer other than "Just curious if I'm getting a full refund of $180."

  Thank you for sending the proof of cancellation, but you still have not provided the requested information to find your account.  We have over 700,000 members and 400 locations.  

  Please answer our emails with the requested information.

  * In what city and state did you purchase your pass?
  * What name is the pass under?
  * What is the full Pass ID number located on the RFID sticker that was placed in your windshield? This number may or may not include a plus (+) sign. You can also take a photo and attach it to this email.
  Note: If you are not able to locate that number, we can also look it up with the first five and last four digits of your credit card.

   

• Initial Complaint

  10/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My pick up truck was damaged in the front bumper due to car wash mal function. The car wash trach Track pushed me into another vehicle in front of me that do to their tires it jumped the track, but the car wash continued to operate.

  Business response

  10/21/2022

  Hello,

  The incident that involved Mr. ******* was caused by another customer that was in front of his vehicle. The incident was a customer in the middle of the tunnel had hit his brakes and then put his vehicle into reverse. When this happened the customer reversed into Mr. ******* causing damage to his front bumper. I had advised Mr. ******* to file a police report and to go through insurance to ensure the other customer was held liable for his damages as he was at fault for the incident not the car wash. Instead of doing this he instead blamed us and believes that we should pay for it since the other customer refuses to pay for the damages to his vehicle. I let Mr. ******* that we would be happy to assist him through the process by turning over video footage to the insurance as well as the police if needed. He refused this and said that he didn't want this going through his insurance at it would raise his insurance rates for putting in a claim. This conversation was also on camera and can recorded if needed. 

  There was no malfunction of any sort in the car wash. The incident happened solely due to customer error. If the other customer would have left his vehicle in neutral as instructed by an attendant throughout the entirety of the wash there would not have been an incident taking place.

   

  Thank you,

  Customer response

  10/21/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  There claim is ridiculous, the vehicle in front of me is not responsibility! There was an issue with the jeep with extended tires  in front of me (wide) it jump the track when the automatic car wash system pulled him forward,

  The jeep got back in the track and continued foward, immediately I was sent behind the jeep (that should also be on camera) once te water and brushes start, you in the blind.

  The system was not being monitored by an employee.

  The Manager on duty (***)

  when I made the stated she knew what happened because

  The same thing happened earlier in the day. (That should be on tape also)

  I could understand their side if I was in the parking lot

  And if the vehicle ran into  me it would be a different story.

  All I want is my vehicle repaired to standards

  And my insurance should not  have to pay for it.

   

  
  
  Sincerely,
  
  ******* ************

  Business response

  10/21/2022

  We're sorry that you don't agree. We explained that it was the fault of the person in front of you.  Please take it up with their insurance as we are denying this claim.

   

   

  Customer response

  10/24/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  They are blaming the person  in front of me, that is their problem, I am a paying Customer and expect to use the car wash without having my vehicle damaged while in their care. The system should  shut down when vehicles are to close. The automatic track in the car wash keeps moving foward until a worker has to shut it down, once again not my problem. The car wash manager even stated that vehicles should not be that close and they were looking for more resposible help. IF they are so sure that it was the other driver, they need to go after that person! They should also explain why the vehicles tires would not stay in the track! When I go in the wash system their equipment takes over and is now their responsible that my vehicle goes to the end of the cycle without being damaged in the process.

  Thanks 
  Sincerely,
  
  ******* ************

• Initial Complaint

  05/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Have informed them through corporate and the business in Bellfontaine that I did not authorize the 19.95 to be taken out and still today May 21 it is still being taken out. No response from no one and want it stopped and issued a refund

  Business response

  06/06/2022

  Your VIP Monthly Membership *********** has been deactivated and your credit card will no longer be charged for renewal. A refund of $39.99 has been processed to your credit card. Please allow 3-5 business days for your refund to show up on your account. We hope you continue to allow us the privilege of providing you with a sparkling clean vehicle in the future.

• Initial Complaint

  04/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have tried canceling the last 2 months and they continue to charge my card 39.95. I want this canceled and my money back

  Business response

  05/12/2022

  Hi

  Your VIP Monthly Membership ******* has been deactivated and your credit card will no longer be charged for renewal, however, you can still use your pass through the close of business on 5/27/2022. 

   

  
  

• Initial Complaint

  02/24/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I AM PAYING$39 A MONTH TO HIS BUSINEs. Auto pay In the last 2 months every time I have tried o use the car wash, it hasbeen closed. They are supposedo have some mechancal issue. zI can understand that but they should not be collecting money for a service they are not providing.

  Business response

  03/01/2022

  We apologize if the site was not operating when you arrived. We strive to be fully operational at all times, but Weather or Mechanical problems may prevent that as outlined in the Terms and Conditions of the membership. Closures for maintenance only last a few hours.
  
  Our monthly membership terms and conditions are as follows:
  You understand that the credit card provided will be automatically billed each month until the membership is cancelled or terminated
  You may cancel any time
  You must give us 7 days notice before the next automatic recharge date otherwise you will be charged for that month and the cancellation date will be effective the following billing date
  Prior months, even with no usage, will not be refunded.
  Only the vehicle listed on the sign up form is eligible for the program and must have an RFID sticker affixed to the windshield.
  Damaged stickers should be reported immediately. Any attempt to remove the RFID tag will damage it and prevent it from operating
  The member must inform us of any changes in vehicle ownership
  We can cancel this plan at any time.
  The plan will be cancelled if the monthly charge is declined by the credit card processing system
  Circumstances may affect the availability of services including maintenance or inclement weather
  The monthly rate may change with notice posted at the site with at least 30 days notice
  

  Business response

  03/07/2022

  We do apologize for any closures due to maintenance. Which location of Magic Tunnel Car Wash was this so I can request a refund?

  
  

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