ComplaintsforModWash

• Initial Complaint

  07/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Twice I have purchased a "Family Plan" from the manager at the car wash to provide unlimited car washes for my car and my wife's car. After a few washes, my wife was told that the plan did not cover her car any more--only mine. I have tried multiple times to cancel the plan via their website but cannot find the option to do so. Also the website does not have a phone number listed for calling for help. I feel this company has deceptive sales practices and should be punished for fraud. I want last month's and this month's charges refunded because they refused to honor the plan and provide the carwash. 59.98 = (two months of 29.99 with service not provided)

  Business response

  07/29/2024

  We appreciate you contacting ModWash. We regret any inconvenience caused. We don't take anything you say lightly. The claim that fraud was committed by our company is wholly untrue. Every aspect of our billing procedures is fully open and disclosed. It sounds like a misunderstanding. You also seem to have overlooked our Guest Advocate email address and phone number located on our website. Our goal is to assist our customers. According to our zero-usage policy, the account is automatically eligible for a refund after 60 days. 29.99x2 was promptly reimbursed. If you had phoned us at any moment, we would have responded right away with a solution. It is unfair to criticize a business so severely before offering us an opportunity to alleviate your concerns. Our division of Guest Advocates is open Mon-Fri and Saturdays 8am-5pm *************, we are always here to help!

   

  Have a ModTastic day,

  ModWash 

  Customer response

  07/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  While I do appreciate the fast refund from Modwash, I do not appreciate the snarky message they sent back.  Twice their management sold a service that they decided to stop honoring--without warning-- but kept charging for.  Their website is buggy and did not provide any alternative other an email for contacting them.  I had zero confidence that an email would have even been sent, read, and replied to.  There was NO number displayed on their website.  I have attached a screen shot of their site.  I clicked all the links, there is NO phone number.  They left me no choice but to reach out to BBB.   If they had provided a way to cancel my membership on their website, this complaint could have been avoided. 

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

• Initial Complaint

  07/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a single wash at Modwash in Eden NC on April 17th for $16.00. I then went to Kansas for work. I have proof that this card was with me being used in Kansas after the fact. My wife noticed today my card has been charged $29.00 then $49.99 for several months. I did NOT in any way approve any type of membership or additional charges by this company. My wife is going to the bank this morning to cancel card and report this theft. It’s ridiculous that I now have to cancel my card and go through this nonsense. Businesses should be criminally charged for theft when stealing money from customers. She will be calling this morning for these funds to be returned willingly or have the bank return. I will definitely never use this car wash again.

  Business response

  07/26/2024

  Hi Mr. *****,

  We appreciate you contacting ModWash. We deeply regret any inconvenience this may have caused. Such claims are taken very seriously by us. At ModWash, integrity is our first priority. You may be certain that our Guest Advocate service is open M-F 8:00am-5:00 and Sat 8:00am-7:00pm to handle any billing issues. Additionally, any customer can contact us via our interactive website or email, and we will promptly address any billing concerns. We have a policy that allows for a refund if a customer visits the wash just once. We are committed to providing excellent customer service, and while we acknowledge that errors may occur, we always want to make things right.
  

  You said you would call the bank and cancel the cards, but all you had to do was give us a call at ***** ********. But the two $49.99 charges were reimbursed; just let us three to five working days. I appreciate your understanding.

  Have a ModTastic day!

  -ModWash 

• Initial Complaint

  07/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Double charged one month . Went to cancel in person and said I was cancelled . I was Not . Then I went to cancel and they said they cancelled it and they did not !!!!!! I went today and they have me in the system and asked if I had cancellation notice . I did not . I thought all businesses were suppose to have a complaint sticker for customers view. 1

  Business response

  07/26/2024

  Thank you for contacting ModWash! We apologize for any inconvenience. We reviewed your account and see that it was canceled on 7/25/24 with the District Manager. If you would like to receive a refund for the last 60 days, please give us a call M-F 8:00am-5:00pm at *************. Your payment credentials were erased, so contact us today for your refund. We are happy to help!

   

  Have a ModTastic day! 

• Initial Complaint

  07/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased unlimited car washes to be renewed the 21st of the month as of 6/21/2024. Due to the extremely displeasing services and the fact every time I went to get my car washed I had to have someone let me through the gate because their system said my membership was terminated I called and canceled the membership as well as emailed cancellation. As of 7/24/2024 they have charged my account again, for the their terrible service, and when contacted are saying they never got the cancellation notice and it's against their policy to issue any refunds but will make sure I don't get charged again next month. I tried to reason with this company but they are not customer friendly and only money hungry.

  Business response

  07/25/2024

  We appreciate you getting in touch, *******. We discussed your problem and came to a mutually agreeable conclusion. Each customer receives an enrollment text message, and email, it outlines the next billing date and the amount. Very transparent! It is vital for consumers to review disclosures and agreements, and keep in mind that businesses abide by them. Please refer to ModWash .com for more information. We appreciate your business, and we truly hope to see you again soon. 

  Have a shining day, ModTastic day,

   

  ModWash 

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  see Attached document
  

  On 3/21/24 I visited your new location on Lynchburg, VA (at 515PM) and I purchased a membership (#**** is the number on my receipt). On the next day when leaving for work, I noticed that there were fresh scratches on the passenger side on my truck. Due to work and my schedule and the rain that moved in that weekend, I wasn't able to get back to the location until the morning of 3/25/24. I spoke to ******** who assisted in taking my information, took photos and helped complete a claim form. I was told that I should hear something that week. I have been back to this location 3 more times and spoken to a different person each time, leaving my contact information.
  
  I called Modwash customer service number on 4/16 and was told to contact them through email. I did and I have attached that email. In addition I have called your customer service number many times as well as called the Lynchburg location, always getting the same reply ''the GM will becalling you back". But as of today May 9, 2024 I have not been provided the common curiosity of a return call. As you can imagine, this is very frustrating! You are a business that is selling a service, you damaged my vehicle and don't have the common courtesy to respond. I know that I am not the only person that has damage from this location, because every time I have stopped by to get an update I have been asked ''you had the blue car?" or ''you had the sliver car?" neither of those were me!
  
  It is not good business practice to plan out ignore a customer that has an issue, you are in the wrong and ignoring me, will not make the damage on my vehicle go away.
  
  
  
  Thank you for your attention and assistance,

  Business response

  07/25/2024

  We appreciate you contacting ModWash! We sincerely regret any inconvenience this has caused. When you got in touch with our Guest Advocate department, they tried their utmost to take your complaint further. Claims for damages are not covered by customer service. A District Manager will get in touch with you later. It is appropriate procedure to file a damage claim in person, but we do not have any record of you doing so. We will promptly provide you with some replies. 

   

  Have a shining day,

  ModWash

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6/28 | 29.99 | car wash | paint chips on car | The business has not tried to resolve the problem because they're saying that they did not see anything per the camera. I saw the camera from one of the instances for the North Salisbury location and you could barely see anything from it. I took pictures of the paint chips on the vehicle.

  Business response

  07/18/2024

  Hi ****,

  Thank you for getting in touch with ModWash! We are really sorry for the predicament you are in. We decided not to approve your claim. There will be a copy of the report with the conclusions. We appreciate your patience and hope you would consider using the free month of services that we are offering.

  Have a shining day,

  ModWash 

  Customer response

  07/18/2024

  
  Complaint: ********
  
  I am rejecting this response because: if there was no fault on ModWash’s part, then I do not believe that I would be receiving 1 month of free washes. I can reach out to the service department of the vehicle for the paint chips and see how much I will be charged to fix them then provide ModWash with the quote to be billed. I check out the vehicle extensively after each wash and that’s when I noticed the paint chips. Being that I received more than one wash means that on other washes I did not see any paint chips or else I would have filed an incident report. Please address the matter as I have been diligent in my efforts of doing everything that needed to be done on my end. 
  
  Sincerely,
  
  **** ********

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went through the car wash on Saturday July 13,2024. Approximately 3/4 of the way through the automated wash my drivers side of the car jumped up into the air and kind of rolled back and fell back into place. It did this twice and was not moving forward and another car was creeping up behind me. I put in drive to get unstuck. Instantly the lights on my dash started blinking that I was losing pressure in my drivers side tire. By the time it pushed me the rest of the way out of the wash my tire had 2lbs of pressure. I instantly parked the car to examine the tire it said was flat. The valve stem had been snapped in half. There was no way to drive the car off the property as the tire would not hold air. It was a Saturday and the shops were closed. I had to have car towed to a local garage and left until Monday to fix. The tow cost me $155 and change and the repair cost me just at $100. I filed an incident report with modwash while on property. I received a voicemail Monday stating that they were not at fault and closing the case. I called and spoke with a representative and they told me the video of me in the car wash showed my car going into reverse, park and then back into drive while this occurrence happened. That never happened. I use this car wash at least 3 times a week that’s why I have a membership. I know not to touch anything until the light at the end tells me to pull forward. My vehicle was in neutral the entire time until I tried to get it unstuck from the air. There is no way the video shows any lights for gear channges before my car was lifted and tossed around. When I called to state that I wanted to see the video they stated I need a court order and as far as they are concerned the case is closed. That car wash cost me approximately $300. The gentleman who went through directly after me had issues in the same spot I did and his truck was damaged. He filed an incident report as well that shows there was something wrong with the wash in that spot.

  Business response

  07/16/2024

  We appreciate you contacting ModWash! We are sorry for the situation you found yourself in and told us about. We will schedule a time for you to visit the location and watch the film by working with the location's management. We can display it to you even though it is intended for internal use so you can better comprehend the decision we made. We value your patience and understanding in this situation. Safety is our highest priority and we assure you that we are carefully considering your concern. 

   

  Have a shining day,

  ModWash

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/10/24 I entered modwash located in austintown, ohio. I had used them previously in the past when I lived in the area. I had purchased a new vehicle, and this was its first car wash since I purchased it in June. I did not really notice anything unusual except that it seemed to be a quicker wash than normal which was weird. Car wash done, drive around to park and dry car off. Get to the hood, saw what I thought was a few missed dirt spots... nope scratches in paint from front of hood up to the edge by window. All over hood in several spots. Told the girl, filed incident report, took photos. I took my own photos. Speak to manage next day he says he's denying claim because it's a 2019 used vehicle and because they had no other reports of damage that day. Speak to some lady from corporate or so she claimed who admitted if it was a new vehicle they would pay for the damage. I've had this car a month. This damage was not there. Kinda felt like they were saying I'm no good because my vehicle was 4 yrs old. It DID have a mark on the front bumper which I pointed out to the girl and said YES THAT MARK WAS THERE AT TIME OF PURCHASE. The damage on my hood however, was not. Report number is ******. I want my hood fixed. They advised me to call my insurance. She said the IR is so they can investigate and take responsibility if they should... but that they have it posted they are not responsible for any damage.... so why do the IR then? And I never saw a sign posted stating that. This car wash damaged my vehicle. A vehicle I just got. I want it repaired.

  Business response

  07/16/2024

  We appreciate you contacting ModWash! We are sorry to learn of your predicament. For your reference, we have attached the incident report. Before you entered the car wash, we were able to determine what damage was on the automobile. ModWash disclaims all liability for any kind of harm. We sincerely regret and sympathize with your difficulties. Upper management has evaluated your incident, and it is still denied. 

  Have a shining day,

  ModWash 

  Customer response

  07/17/2024

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

  The guy who waved me forward did so long enough for me to pull up and then walked away. This damage was not on my vehicle at the time of purchase, was not on my vehicle when I pulled into your car wash. I DID point out to the female who did the incident report the mark on the front bumper that WAS preexisting. Had I not pointed it out she wouldn't have even noticed it. Both your manager at the location and those on the phone when I called customer service stated you wouldn't pay for the damage because my vehicle is used! The woman from corporate clearly said YES when I asked oh so if it was a brand new car you'd pay for the damage?! And when she stated yes I asked oh so you're  admitting that? She then tried to backtrack that statement but I'd already clearly heard her. I want the damage to the vehicle that I just purchased repaired! I'm not an *****, and just because I'm female does not mean I did not thoroughly inspect this suv before purchase. There are very minor dings on the door, one tail light cap is chipped and the mark on front bumper.there was absolutely no damage to this hood. I stopped immediately as soon as I saw it and got your employee and made her do an incident report. If you watch your video you can clearly see the look of confusion on my face when I discovered these. 
  
  Sincerely,
  
  ***** *****

  Business response

  07/18/2024

  Hi *****,

  We deeply regret the situation you find yourself in. In our conversation, I mentioned that I frequently respond "yes" to customers to show that I am paying attention to them. I was only listening and acknowledging your worries and frustrations; I never agreed with anything you said. Once more, we cordially welcome you to watch the video and look at the photos we have at the wash. Although we acknowledge that you might turn down our offer, this is the last action we can take to reach a mutually agreeable conclusion. Once more, we truly apologize! 

  Have a shining day,

  ******* *****, ModWash

   

   

   

  Customer response

  07/18/2024

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

  She never said that she frequently replies yes to show she is listening. She never said anything like that. Furthermore, you have the same photos I have, which is likely why you have not uploaded or shared any. There was no damage to my hood upon arrival. You and your manager at that location clearly stated several times "your vehicle is a used 2019 vehicle". So what? To which I asked so if my car was brand new you would cover the damage? And you replied YES. You did not reply yes to show you were still listening - you clearly responded yes to my question. I also explained to you that I live an hr away from your location and only used it because I was in the area that day. Your manager accused me of just being happy to get a new vehicle and not fully inspecting it.... this is not my first rodeo buying a vehicle. I explained to the girl who took the report and even pointed out to her the preexisting damage. So you are basically calling me a liar. If I were a liar I'd blame you for every mark on my vehicle. Which I'm not. There were ZERO marks on my hood. Watch your own video of when I was drying my car off and you'll see my reaction when I saw the scratches.... I immediately got someone. Furthermore, if you claim that it's clear you don't take responsibility.... you would have no need to have incident reports on hand. But per our conversation those are available to take down photos and info to determine what your responsibility should be. So you are lying!!! Your company has made it very clear that NEW vehicles will be repaired and you will not or feel you should not be responsible for USED vehicles. One should not override the other. Your car wash caused this damage, your attendee who waved me thru did not even barely look at my vehicle he waved me up told me stop and walked away. I'm not trash because I don't drive a brand new car. But that does not mean I did not fully inspect this vehicle. You are responsible for this damage.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  06/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been forced to close this bank account to stop your theft policy. Since you will not be able to simply refund the stolen funds into the account, please mail a check to: Dr. ***** ******* *** ******** ****** **** ******** ***** ******** *****   I was first told in December 2023 by a "customer service" rep that the account would be closed. It wasn't. I was unable to check the account in January and February due to major health issues and was unaware that you were still charging me. I called again in March and was told the account would be closed. Again it wasn't. This is no longer an oversight on the part of ModWash it is a pattern of theft and deception. At this point you have stolen $279.65 from me and lied to me on every attempt to close the account and/or recover the stolen funds. If the account had been closed when ******** told me IN WRITING evidenced below, I would have been satisfied. Since you have insisted on continuing the theft, I insist on the full $279.65 that you have stolen since I was first told the account would be closed. Sincerely, ***** ******* On 5/15/2024 4:12 PM, GuestAdvocate wrote: > > Thank you for contacting ModWash today! > > I was able to locate and cancel that account for you. You can, of course, utilize it until what would have been your next billing date (6/4) and on that day it will expire. Let us know when you are ready, and we will be happy to have you back as a member of the ModNation! See you at the wash! > > Be the positive ripple, > > ******** > > Guest Advocate

  Business response

  06/26/2024

   Dr. ***** *******,

  We appreciate you contacting ModWash! We regret learning about your encounter. Such claims are taken very seriously by us. At ModWash, we take pride in our clients and work hard to deliver exceptional service. We regret the billing error you experienced. We effectively closed the account as requested when you contacted us in May, and there were no more costs. Although you didn't ask for a refund at the time, we would be pleased to provide you with a $29.99 refund for the most recent month. We are limited to a 60-day return per policy. Please contact ************ Monday through Friday from 8:00 am to 5:00 pm, and one of our committed Guest Advocates will be pleased to help. Our goal is to find a solution to your issue as soon as possible. 

  Have a ModTastic day,

  ModWash 

   

• Initial Complaint

  06/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Went to Mod Wash 5/18/24, employee was standing at kiosk & told her it was first visit & how does it work? She said there’s a special today & whatever wash bought I could return for same x1 mth & I said wow, no hidden fees or tricks? She replied No, so figured it was a promotion to gain new customers, gave her my card, she put into kiosk & I paid $27 for the best wash which seemed pricey for 1 carwash & no vacuuming like ones I have gone to before. After I rec’d text msg “Welcome to ModWash! Please use this link to complete your online profile: ‘LINK’ Thanks for being part of the Positive Ripple!” I do not click text links & felt no need to create a profile for 30 days. Then on 6/18/24 @ 7am, got text from my credit card co. noting a charge from “Mod Wash for $53.30” I called Customer Service a few hours later, spoke with **** who said I signed up for monthly plan, she was unsympathetic & told me No, she would not refund the money but I can go to car wash next 30 days & plan will be cancelled on July 17th but I did not receive a text so I would like confirmation. I feel refund is appropriate since I was lied to & contacted your company immediately after I was made aware. I have been a nurse for over 30 years, treat people with respect & always try to do the right thing. If I had not specifically asked about add’l fees I might feel partly responsible but instead was flat out lied to by the attendant & the text should be required to note customer signed up for monthly charges. If video is available from 5/18 it would confirm this trickery. On my Internet search this appears to be common practice as employees likely get bonus $$ for it or there would be no reason to lie. If you do not issue a refund based on facts of my case it only reinforces that your company accepts this practice. My only mistake was saying, “this is my first time” & she saw ‘sucker’ written on my forehead. We are human beings not dollar signs, just wow, really great way to treat a new customer.

  Business response

  06/25/2024

  Hi ******, 

  We appreciate you contacting ModWash! We regret learning about your encounter. Upon signup, we did send an enrollment text. All of the terms and conditions were spelled out in explicit detail if you had only clicked the link and provided some information. Furthermore, in order to participate in our promotion, you must be a member; you can verify this by visiting ModWash .com and viewing the home page. We are sorry for any confusion that may have occurred; we do not believe that we lied to you. In this instance, a refund is not permitted under our usage policy or our 3-day cancellation policy. But we have kindly added another month to your membership at no extra charge. We are grateful for your comprehension. 

  All the best,

  ModWash 

  Customer response

  06/30/2024

  Complaint: ********
  
  I am rejecting this response because your employee was deceptive & did lie when asked the appropriate questions. And your ‘fuzzy’ welcome text only confirms the same & imagine the legal dept said this “link”covers you & it’s likely ModWash has taken 1 mth or > of $$ from unsuspecting folks based on mult similar complaints read online. Also, due to the # of scammers today it’s typical to feel unsafe clicking a text link. If your msg had simply said anything along the lines of Thank You for enrolling in a membership, I would have investigated immediately & cancelled timely. Saying you cannot give a refund d/t not adhering to 3 day Cx policy on a membership I’m unaware of is ridiculous. Since you are the representative, you would be the one who could decide to make exceptions based on circumstances. It’s also rude that you did not even bother to provide a name Mr/Ms ModWash to know who I am talking with, unless you have scam fears or maybe you’re AI robot. And a free month offers nothing as I will never use any of the many nearby locations ever agin but at least I do have enough anger & access to print thousands of copies of BBB complaint/ response to share with others at the nearby businesses to educate & warn because had I rec’d such a flyer with the info, I would’ve never fallen for your lies/tricks. Even it only helps 10 or 20 people, it def seems worth it.  The only response required now is the statement I asked for which confirms my membership was cancelled & no further monies will be taken from my acct by you because I have rec’d nothing that says this - you could send me a 2nd text msg since they work so well for you. 
  
  Sincerely,
  ****** *******

  Business response

  07/01/2024

  We appreciate you contacting ModWash. Every response is made available to the public and originates from ModWash. Sorry if this was misunderstood, but we are unable to confirm your assertions. Nonetheless, we are quite open and honest about how we bill. We only work with the facts, and the ones that were available showed the membership's consent and acknowledgment. We sincerely appreciate your feedback, and we sincerely apologize if you feel this way. You can be confident that we're committed to getting better every day. Thank you for your understanding. 
  

  Have a shining day,
  ModWash 

*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. ↩