Business Profile

Car Wash

ModWash

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for ModWash's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

156 total complaints in the last 3 years.
86 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:04/02/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This company it’s a scam, they offered a one time membership payment, then this turns to recurrent monthly. They made impossible to cancel, web page is 404 error and the phone number that they provided to the bank company is fake. Also the phone number how ask, does anything and auto end the call. That is not a recommended business. I will never be back
Business Response
Date: 04/02/2025
We apologize for any frustration you have experienced. However, we would like to clarify a few points regarding your concerns. Our membership terms are clearly stated at the time of sign-up, and we do not offer a "one-time payment membership." All memberships are recurring until canceled by the member, as outlined in the agreement. If you had any trouble canceling, our team is always available to assist. You mentioned that our website was inaccessible. Please note that our site was taken down briefly for maintenance at 7 AM on April 2nd, which was just this morning. If you attempted to visit at that exact time, we understand how this may have caused concern. However, our website has been fully operational at all other times, and you could have reached out before today to address your issue. Regarding our phone number, our customer service line is fully functional. If you called and did not select Option #1 for membership support, you may not have been routed to the correct department. Our team is available to assist members, and we have no reports of widespread issues with our phone system. We take complaints seriously and encourage you to reach out directly so we can help resolve this matter for you. We can be reached at ************ during our business hours 8AM- PM Monday through Friday.
Customer Answer
Date: 04/02/2025

Complaint: ********

I am rejecting this response because: the staff member at the kiosk offers one time membership, also they say I will do all for you, I not let me read term or anything that is not in the display, also the phone line using the option 1 takes more than hour, the the call just finish. This phone line is not fully functional, it just said information anything about doing services though the line.

Sincerely,

****** *****
Business Response
Date: 04/03/2025
We genuinely apologize for any confusion or frustration you’ve experienced. We want to clarify a few points and ensure your concerns are properly addressed. Regarding the membership, our staff does explain that the membership is recurring, and we apologize if this was not clearly communicated during your interaction. We encourage all members to review the terms, but we understand that sometimes things may not be fully explained at the time of purchase. We are always happy to assist in explaining membership details and terms if needed. As for the phone system, we take your feedback seriously. Our support line is designed to ensure that members are assisted in a timely manner. Our line does not allow for calls to be on hold for more than 15 minutes without offering the option of a callback, where we will return the call in the order it was received. Rest assured, our system is fully functional, and we do prioritize responding to all calls. We would be happy to resolve this matter for you, and there are several ways to reach out to our Guest Advocacy department. Our Guest Advocate line can be reach at ************, and you can email us at *************************. Please know that we are committed to addressing your concerns and finding a solution. If you would like further assistance, we are here and happy to help.
Customer Answer
Date: 04/07/2025

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.

Sincerely,

****** *****
Initial Complaint
Date:03/25/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed up for a car wash service and was unable to cancel. I called multiple times and sat on hold for 30+ minutes then requested a call back that never happened. I went on the website and it’s extremely difficult to navigate with no option anywhere to login and cancel. I was told I would get a welcome text upon signing up which I never did receive. I had no idea when the billing date was or that I had to call and cancel 3 days before the billing date as this wasn’t explained and I had no paperwork and never got the text they claim to send. When I finally got through to someone she argued with me about canceling and refunding me despite it only being less than a week after the billing date. I had been through the wash one time as I did not even know when the billing date renewed since their website is not user friendly and again, no paperwork and no text message. I went through again on the day of the call to try to speak to someone and since it scans your license plate they counted that as a wash and I didn’t even have my vehicle washed that day. I just want the month refunded to me as I had asked the representative - I’m not even living in an area with a modwash any more which is why I cancelled in the first place along with the lack of transparency. I am disabled and have a limited income, I no longer need, want, or can afford this membership.
Business Response
Date: 03/25/2025
Thank you for reaching out and sharing your concerns. We truly regret any frustration you experienced and appreciate the opportunity to clarify. After reviewing your account, we can confirm that a refund of $42.39 was issued to you on 12/23/24 in accordance with our non-usage policy. Additionally, our records show that the last time you spoke with a Guest Advocate was on 12/23/2024, when you were informed that your charge was being refunded. We understand your frustration with the difficulty in reaching our team and apologize for any delays you experienced when calling. We strive to assist all of our guests as quickly as possible, and we appreciate your patience. We also regret any confusion regarding the cancellation process. While we do send a welcome text upon sign-up, we understand that technical issues can occur, and we will review our process to ensure guests receive all necessary information. We appreciate your feedback and will take it into consideration to improve our processes. If there is anything else we can assist with, please don’t hesitate to reach out.
Customer Answer
Date: 03/27/2025

Complaint: ********

I am rejecting this response because this was for an account I had just opened this year. The account referenced was another account, phone number and on another vehicle and license plate. That was *******. This is for *******. There was no refund made for this sign up under phone **********.

Sincerely,

****** ******
Business Response
Date: 03/27/2025
Thank you for your patience while we reviewed your concern. Upon further investigation, we were able to locate the second account under license plate *******. However, this account does not qualify for a refund. According to our records, the membership was used twice after the most recent billing date, confirming that the services were utilized. Additionally, no one at the wash manually accessed your account—usage was recorded through our automated system. As part of our process, we notify all members of our Terms of Service via text message. Furthermore, when you initially enrolled vehicle ******* last year, you were also provided with the same Terms of Service at that time. We apologize for any inconvenience, but no refund is warranted. If you have any additional questions, please feel free to reach out at ************ or via email at *************************.
Customer Answer
Date: 03/28/2025

Complaint: ********

I am rejecting this response because: I called to cancel this! No one called me back, I waited on hold many times and I DID NOT get a text message… At any point in time ever, from ModWash. I will file a dispute with my bank if it’s this difficult to get refunded. I can no longer utilize this, do not want it and cannot afford it.

Sincerely,

****** ******
Initial Complaint
Date:03/18/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased my new car on February 28, 2025. It is a 2022 Mazda CX5. I brought it to Mod Wash to be cleaned on March 14, 2025. It had Nothing at all wrong w vehicle. I took it thru the car wash as directed by workers. I heard a noise while inside that made me jump. When I finished car wash, I exited as expected but noticed crack in windshield that went completely from top to bottom in my windshield. I pulled back in and addressed it with on site staff. They have pics of my car going in with NO Crack. I took photos after the car wash, in their parking lot, showing crack in windshield. I filed a complaint immediately that day with their staff. I emailed complaint as requested via phone recording. Mod Wash called me 4 days later after more texts and a visit from me to again talk the manager *****. They called me today (3/18/25, ) to say they are not responsible. They damaged my car! The winshield has to be replaced. They say they are not responsible. I took it there for a simple wash. They will not give me phone numbers to call corporate office and they only allow emails. They will not return any communication. My car was not damaged when I went in. The pics show windshield crack after. Please advise. I should not have to pay for a brand new windshield. I did not break it. Mod wash did. They have my claim on file. There are videos. Please assist. My car was inspected 2 weeks ago when I purchased it from a dealer. It is a certified vehicle. You can see in their gate pic that it was not cracked. It was broken when I got out.
Business Response
Date: 03/19/2025
I appreciate you taking the time to share your concerns, and I understand how frustrating this situation must be for you. Please know that we take every damage claim seriously and conduct a thorough review to ensure a fair resolution. Your claim has been handled by the General Manager, District Manager, and Regional Managers—who are all part of our corporate team and oversee these matters. While I understand that you were looking for a separate corporate office to contact, this team is responsible for investigating and making decisions on damage claims. If you had been given a corporate number, it would have led you to our Guest Advocacy Team, which would ultimately direct you back to location management for resolution. I do see that an incident report was created, and we're currently awaiting an update from the General Manager regarding their findings. Our investigation process includes reviewing security footage, incident reports, and all related documentation to ensure a thorough and fair review. Once we receive the GM’s report, we will be happy to follow up with you regarding the details of their investigation. We understand this is not the outcome you were hoping for, but please know that your concerns have been addressed at every level necessary to reach a decision. If there is anything further, I can clarify once the full report is updated, we'll be happy to do so.
Initial Complaint
Date:03/10/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went through the car wash on 2/28/25. Prior to going through, there were no damages to the vehicle. After exiting the car wash there was a huge chunk of paint missing from the hood. They took an incident report. The General Manager, ****, called to let me know that they did approximately 650 cars that day and there was no other damages reported, so for that reason, they are denying my claim. They are refusing to repair the damages done to my vehicle by their car wash.
Business Response
Date: 03/10/2025
Thank you for reaching out regarding your concern. We understand how frustrating this situation must be and appreciate the opportunity to review your claim. After conducting a thorough investigation, including reviewing footage and reports from February 28, our General Manager, ****, spoke with you to explain our findings. In addition to noting that over 600 vehicles went through the wash that day without any similar incidents, he also explained that for paint to come off in the manner described, there would typically need to be a pre-existing issue, such as a defect in the paint or prior chipping. Based on this, we determined that the damage was not caused by our wash. Because of these findings, we must stand by our decision to deny the claim. While we regret that this was your experience, please know that our equipment is regularly maintained and designed to provide a safe and effective wash for all vehicles. If you have any further questions or concerns, we are happy to discuss this matter with you.
Initial Complaint
Date:03/05/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello, I am reaching out about continued issue of cancelling my membership. I filed a form in early January to have it cancelled (more than a month before my next billing cycle), and then still got billed again in February. When I called, I was told that even though I submitted a form, it was not processed, so that’s why I was billed again. I have never heard of a form like this taking over a month to be processed. She then said I would be refunded, but I never received this. I am sad to be out of $35.99 as I am a poor, young teacher who can’t afford this anymore. To make it worse, just this morning I was charged again this morning $19.99 by Mod Wash, so it seems that they cancelled one of my two car memberships. I asked to cancel my whole account last month, so I don’t know why this is the case. I am asking to be refunded the $36.99 for last month and $19.99 for this month, as they will see, I did not use any of my washes because I was told by their representative that they would cancel and refund me.
Business Response
Date: 03/05/2025
We sincerely apologize for any inconvenience you have experienced regarding the cancellation of your membership. After reviewing your request, it appears that your initial cancellation submission only referenced one vehicle. Each vehicle in our system has its own unique profile and separate membership payment, which is why one of the accounts remained active and continued to be billed.
To resolve this matter, I conducted a thorough search using the payment method linked to your primary account and was able to locate the additional membership. As a result, we have now processed refunds for both the most recent and last month’s charges. We've also made sure to cancel the account and remove your payment information from the system. Please allow 3–5 business days for the funds to reflect in your account, depending on your bank’s processing time. We appreciate your patience and understanding. If you have any further concerns or need additional assistance, please don’t hesitate to reach out.
Customer Answer
Date: 03/07/2025

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.

Sincerely,

***** ******
Initial Complaint
Date:03/04/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Mod wash Clearwater will not cancel my membership. I’ve contacted them 2 times in Feb and now 15 times in March
Business Response
Date: 03/04/2025
We sincerely apologize for the delay in our response and any frustration this may have caused. At ModWash, we strive to provide efficient customer service and appreciate your patience.
Please note that we offer multiple ways to contact us, including phone support, to assist with any urgent matters such as membership cancellations. We encourage customers to reach out through these channels if they need immediate assistance. That being said, we want to assure you that your membership has now been canceled, and two refunds have been processed in accordance to our non-usage policy. If you have any further questions or concerns, please don’t hesitate to reach out.
Initial Complaint
Date:03/03/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Fri Feb 28th, approx 345, I entered wash, when I got home, I noticed scratches on passages side front. On site video shows no damage before entering. Exit video doesnot clearly show front of vehicle , only side. I filed complaint on Fri and today, 3/1 I looked at enter and exit video. The manager stated damage cannot be seen on exit video, however (at that angle) you cannot see the same resolution and clarity of enter video and/or where the scratches are. I just purchased this vehicle and wanted to keep it looking good. The kind of damaged could only be caused in wash. I would have been a lifetime member. I only want damage fixed please
Business Response
Date: 03/03/2025
Thank you for reaching out regarding your visit to ModWash. We understand your concerns and appreciate the opportunity to address them. At ModWash, we strive to provide a safe and effective wash experience for all vehicles. As noted on our entrance signage and outlined in our Terms of Use, ModWash does not cover scratches or surface-level damage. Our wash process is designed to be non-abrasive, and we take great care in maintaining our equipment to industry standards. We regret any frustration this may have caused and appreciate your business. If you have any further questions, please feel free to contact us at *************
Customer Answer
Date: 03/03/2025

Complaint: ********

I am rejecting this response because: There is not just surface scratches that can easily be buffed out. There is also damage to the headlight lense that can get worse in time and cause further electrical damage. I would expect the vehicle to come out of wash in same condition as it was going in. If you have a sign stating not responsible for scratches, etc, you are acknowledging damage can occur. Just minor scratches requiring a simple wax would be acceptable, however this is not the case. I simply would like my vehicle repaired to match the entrance video before I entered the wash.

Sincerely,

***** ******
Business Response
Date: 03/04/2025
Thank you for your response. We appreciate the opportunity to review your concerns and want to provide full transparency regarding our findings. After a detailed investigation, we have determined that the reported damage is not consistent with the operation of our wash equipment. The location of the damage on the lower portion of the front passenger-side bumper near the fog light does not align with our top brushes or wrap-around brushes. Additionally, the pattern of the scratches appears erratic and does not match the controlled and uniform motion of our wash wraps. Our equipment is designed and maintained to safely clean vehicles, and based on our review, we have found no indication that the wash process caused the damage you reported. As noted in the signage displayed at our locations and in our Terms of Use, ModWash is not responsible for scratches or surface-level damage. This disclaimer is not an acknowledgment that damage will occur but rather a precautionary statement, as external factors such as pre-existing conditions, road debris, or other environmental elements can contribute to such issues. Given these findings, we will not be taking further action regarding this claim. While we regret that this is not the resolution you were hoping for, we stand by our policies and inspection results. If you have any further questions, please feel free to reach out. We appreciate your time and your business.
Customer Answer
Date: 03/05/2025

Complaint: ********

I am rejecting this response because:
I understand the machinery, etc, works properly 99% of the time with zero major incidents like mine. I loved your wash, it worked very well. However, there is always the chance of a freak accident.

Sincerely,

***** ******
Initial Complaint
Date:02/27/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was signed up to a monthly carwash service without my consent, and the monthly charges of $32.09/Mo were charged over a 16 mos period, totaling $513 in fraudulent charges. They will not return my calls.
Business Response
Date: 02/27/2025
Thank you for reaching out regarding your concerns. We take all guest feedback seriously and appreciate the opportunity to address this matter. Upon reviewing your account, we see that you contacted us on February 21, 2025, at 12:59 PM, at which time we explained our membership billing policy and issued refunds for the last 60 days of billing in accordance with our refund policy. To further resolve your concerns and as a gesture of goodwill, we would be happy to offer 12 months of wash credit in addition to the refunds already processed. We hope this helps to make things right and provides you with a positive experience moving forward. Please let us know if you’d like to proceed with the wash credit, and feel free to reach out with any additional questions.
Customer Answer
Date: 02/28/2025

Complaint: ********

I am rejecting this response because: A credit for future services is unacceptable. The car wash that is nearest doesn't actually wash your car, it simply sprays foam & water. It's doesn't do what it's designed to do. I never signed up for monthly service - period.

I would accept a 12 mos refund (though the extent of the fraud is 16 mos) in the form of a check addressed to my home. I was forced to cancel the credit card that they have on file, in an effort to mitigate the fraud - so credits sent to that card will not likely be processed. A simple check for 13 mos of $32.09 will suffice.

Sincerely,

******* ********
Business Response
Date: 02/28/2025
Thank you for your response. We appreciate the opportunity to address your concerns and regret that our previous resolution was not satisfactory to you. As outlined in our policy, we have processed the maximum allowable refund, and no further reimbursements will be issued. We understand your frustration and want to reiterate that had we been made aware of the billing earlier; we would have gladly assisted in stopping the charges at that time. Given the circumstances, we extended a resolution in good faith, acknowledging that you had not utilized our services. While we regret that you do not find our offer acceptable, we remain open to working with you should you wish to discuss alternative solutions. Please let us know how you would like to proceed.
Customer Answer
Date: 02/28/2025

Complaint: ********

The business should reach out to me directly @ ************, as they have rejected my calls.

Sincerely,

******* ********
Initial Complaint
Date:02/19/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been getting my car washed at ModWash over 3 years. The girl used a brush on my paint and scratched the clear coat and the company will do nothing saying it is just normal wear! My car is a 2024 and I have taken it no where else and it wasn’t scratched like that prior to the employee using the wet brush on dry paint. You should always spray the painted surface with water so the scratches don’t happen! They failed and I cancelled my membership and will never go back again! Horrible car wash with untrained staff
Business Response
Date: 02/19/2025
Thank you for reaching out and sharing your concerns. We completely understand how upsetting this situation must be, and we're sorry for the frustration you’ve experienced. After carefully reviewing your claim and inspecting your vehicle, we weren’t able to find any visible damage. I know this isn’t the outcome you were hoping for, and I truly wish we could have done more to resolve the issue to your satisfaction. Unfortunately, without visible damage, we’re unable to offer anything additional at this time. Please know that we truly value your feedback and take your concerns seriously. If you have any further questions or if there’s anything else we can assist with, don’t hesitate to reach out. Thank you again for your understanding, and we sincerely hope we can have the chance to serve you better in the future.
Customer Answer
Date: 02/24/2025

Complaint: ********

I am rejecting this response because: there is surface damage! Just because you can’t see it doesn’t mean it isn’t there! It wasn’t there prior to the last visit. I can take it to a professional and they will tell you it it from taking a brush on dry paint isn’t a proper way of cleaning a car! I cancelled my membership and will not be returning! I may file a dispute with my bank for charges because now I have to go get my car professionally rubbed out. The scratches in the clear coat were not there prior to the visit in question. If I go to a professional and they say it’s from a dry brush I will take you to small claims court! This is a brand new car! I take pride in my car and keeping it clean. I will lot ever be returning! I may file a claim with my bank for the whole year of charges to get my money back and you can fight with them!

Sincerely,

***** ******
Initial Complaint
Date:02/19/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I requested and it was confirmed by the company that my membership would be cancelled on Dec 31st, 2024. Since then they have charged me twice once in Jan and again in Feb the membership cost. I have sent multiple emails and called only to wait on hold for 30-40 minutes then requested a call back that never happened. I am currently injured and have a limited income, I no longer need, want, or can afford this membership.
Business Response
Date: 02/20/2025
Thank you for reaching out to us, and we sincerely apologize for the delay in response. We understand how frustrating this situation has been, and we truly regret any inconvenience caused. Over the past month, our incoming volume has been higher than usual, and we apologize for the extended wait times. However, we want to assure you that your membership has now been canceled, and a refund has been issued for the most recent charge made. We appreciate your patience and understanding, and we hope to have the opportunity to provide you with a better experience in the future. If there’s anything else we can assist you with, please don’t hesitate to reach out.

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ModWash is NOT a BBB Accredited Business.