ComplaintsforMagic Tunnel Car Wash

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I sent in a request to cancel my monthly membership on July 11, 2023. It said ‘cancel my membership’ in the first line and my license plate number. I also provided a reason as to why I was canceling. I was charged again in August, so I called and spoke to a customer care representative and asked again for a cancellation and a refund for the charge that month as well. It is now September and I have been charged again and have contacted my email and left a message by phone with no resolution. I can forward emails if the screen shot is not adequate. The cost is 39.95/ monthly I am currently at three months of not using their service with a total of $119.85 in unauthorized charges

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  February 8th I stopped to go through the car wash. It started out fine.. A truck went in front of me, got on the tracks successfully and started moving. I was waved up, got on the track and it started moving. Seconds later, the truck in front of me jumped the tracks and started going up and down forcefully with my car going right into his back bumper. I honked my horn, put my car in park and held the brake until my legs were shaking to try to avoid hitting him. We still collided, at least four times. I roll down my window, getting soap in my interior to let the employee know (who wasn’t paying attention to what he was doing or what was happening right in front of him) &he finally hit the red button to stop the tracks. They “fixed” the issue and kept us moving. I had to keep stomping my brake to avoid hitting the truck AGAIN throughout the wash, because at this point we were too close. We both filled out incident reports and police reports. The employee at magic tunnel admitted the other employee didn’t do his job, which lead to an issue with the extended tires causing it to jump the track when the system pulled him forward. The employee completely accepted responsibility and knew they were at fault. There was nothing we could’ve done to avoid that. He’s used the wash before with no issues. The system was not being monitored by an employee. Being trapped in my car not being able to control or stop the chaos was nerve wracking and beyond stressful. Yet, all I want it my vehicle repaired to standards. They are refusing, and only wanting to fix my grill because they think that’s sufficient.

• Initial Complaint

  01/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In mid-August of 2022, I went to the Magic Tunnel Car Wash in Waverly, Ohio to try their services. When I pulled up to the terminal, a man asked if I'd like to pay for a month of washes for the same price it would cost for one deluxe wash. I agreed to do that because I assumed I would get more for my money that way. He took my debit card and my license plate number and told me that my payment would last for thirty days from that date. I went through the wash and was pleased enough with the service. I went back a few days later to use the wash again and decided to ask about adding my husband to the month so he could use it, too. They told me it would be pro-rated and would only cost about $3.99 to add him. I agreed that was fine. I gave them his license plate and paid the additional money. Later, I realized that I had given the incorrect license plate and tried to contact the business to fix it. I left several messages, but no one ever returned my call. In the meantime, my husband went to the wash. He told me that I should not be using the wash because it was not touchless and would ruin the finish on my car. I said I'd only used it twice and would not use it again. I told him I already had gotten my money's worth by washing twice, anyway, and it would run out after 30 days, regardless. Just a few days ago, I just happened to notice a charge in my bank account that I didn't recognize. I found out that it was a charge of $29.99 for the Magic Tunnel Car Wash. I went back and looked, and sure enough, they had charged me every month since August! I immediately contacted them, but of course, no one ever returned my call. I contacted my bank and had to cancel my debit card to keep them from making further charges to my account. I realize that I should have checked more closely and noticed sooner. My banking app shows a snapshot of my most recent charges and I pay attention to those, but I guess I had not previously had a reason to suspect any unauthorized charges.

  Business response

  01/30/2023

  Business has provided BBB with a copy of their terms of agreement. (see attached) They have indicated that this customers account has been cancelled and no further charges will take place.

  Customer response

  02/04/2023

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

  
  

  Regards,

  
  

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

  
  

  I already canceled my account with them by virtue of canceling my debit card that they were continuing to use (as they would not respond to phone correspondence). I expected a full refund of the fee for the months of September through January. I did NOT utilize their services during that time frame and was unaware that they were charging me. 

  
  

*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. ↩