ComplaintsforModWash

• Initial Complaint

  07/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made an account with modwash in April for unlimited car washes. I went and my account was associated with a different vehicle so I was let in manually by an employee. I was told I had to contact modwash to explain what happened so they could cancel my account and then sign up in person at the start of the next month. I went to the website to try to contact customer service and the only option was email so I sent an email at the beginning of May. I recently realized that I never received a response or a refund and that I’m still being charged. I contacted them again. I also let them know that when I enter my license plate and payment information, it takes me to another person’s account (there are two ways to log in). It appears to be possible to just cancel my account online, but that’s not what I was told to do and I don’t want to lose access and lose the possibility of correcting what has happened over past months. The company has never responded to my emails and has continued to charge me even after I’ve let them know there is a problem.

  Business response

  07/21/2023

  We are very sorry there has clearly been some kind of mix-up.  Please contact us at *** *** **** and we would be happy to resolve your issue.

• Initial Complaint

  06/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The original trial membership began on 5/24/2023 and cost $10.00 for one month and would renew if not canceled on 6/24/2023 @ 19.99 per month. Per the website to cancel: To Cancel your Unlimited Plan, Please contact our Guest Advocate Team at (423)485-0005 or via email at [email protected] I emailed on 6/22/2023 and copied the email to myself (attached copy) I received an email response saying ticket received (Copy attached). Today 6/24/2023, I have a charge on my credit card for 19.99. I want this service canceled, my money returned and this company required to provide an easy method of cancelation to all memberships.

  Business response

  06/28/2023

  Hi,

  We have fully refunded the charges on this account and have cancelled it, the account failed to meet the signed requirements of terms and conditions to have a refund by contacting us within 3 business days of their billing date.  Despite this we have honored the customer request.

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 04/13/2023, I took my Acura MDX 2014 to ModWash Automatic Carwash and the carwash cracked my windshield. The employee working that day took pictures, and filed a claim on my behalf. He told me that it could take up to 48 hours to review security tapes - which they will do to make sure I didn't have a cracked windshield prior to entering their carwash. I called ModWash Corporate contact# at 423-485-0005 to follow up. A customer rep said that there was no claim on file. She took my contact info & told me that the manager from that Mechanicsburg location would contact me. Bryce, Modwash manager for that location, called me that same day & apologized for the claim not being on file & told me I'd have to come back to the carwash, he would be there and he would personally file the claim and make sure it gets resolved asap. I went through the filing claim process AGAIN ( taking pics, my statement, etc. ) but this time with Bryce and he assured he would stay on top of it. Bryce even called me a few hours later, to let me know "he didn't forget about me & was working on this". After that, Bryce would not answer or return my calls. I called corporate, a message was left for Bryce. THEN I got a return call from Bryce. He informed me that he was waiting for the security footage & its a slow process to playback the tape using the equipment he has so he sent the security footage to their IT team, who would be able to process &review the tape much faster. No followup from Bryce and not reachable after this. This time I left a msg for Bryce's boss, who called me immediately. He sincerely apologized & he was going to talk to Bryce. An hour later, Bryce called me & told me he still hasn't received the video footage back BUT they won't be fixing the damage because "there is nothing in their carwash that would cause damage". I patiently waited for them to "review their security tape" only to be told that tape hasn't been reviewed but they aren't taking accountability.

  Business response

  07/21/2023

  We have attempted in good faith to assist this customer.  The claim was properly investigated and the film footage reviewed.  ModWash did not inflict the damage on the customer vehicle.  We are very sorry that the customer feels that this incident was caused by the carwash and we are always willing to speak with the customer at any time.

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 13th I went to Mod wash on delsea Dr vineland nj. Been a member for 1 years. While going thur the machine tore the back of my truck off with the light Lee advised he completed and report but nothing was sent to my.email..I have picture as well.

  Business response

  06/01/2023

  An email was sent on May the 30th regarding this claim and we are awaiting a customer response.  

• Initial Complaint

  05/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Modwash regarding unauthorized charges on my account and their failure to process the cancellation of my subscription. I visited the Modwash office in person start of November right before November payment had to be taken out to cancel my subscription, as I would be out of state and unable to utilize their car wash services. Despite the cancellation request, I was charged three times in January 2023 (for the months of november, december and January, because as I was informed by employee at the time of cancellation that it would've cancelled automatically anyways since they had some issue with my card), but then Modwash continued to charge me every month thereafter till May. When I contacted Modwash's customer service over the phone, they didn't acknowledged the cancellation request but offered a refund for only three months. I find this resolution to be grossly unfair and unsatisfactory. It is clear that Modwash employee failed to uphold their responsibility to process my cancellation request correctly, resulting in ongoing charges for a service I explicitly requested to terminate. Furthermore, I had not used their car wash services during the entire period in question due to being out of state, which reinforces the fact that I should not be held liable for the charges incurred. My plate number, which can be used to verify my account, is ******. Thank you for your attention to this matter. I am hopeful that with your intervention, a fair resolution can be reached. I look forward to a swift response and a satisfactory outcome.

  Business response

  05/04/2023

  The customer in question was unable to give a date or a time that they came by the wash to have their account cancelled.  No evidence exists of a cancellation attempt.  We provided 3 months refund outside of the terms and conditions that the customer agreed too when signing up for ModWash service. Below are the agreed upon terms and conditions.  ModWash offers cancellation of services thru the customer service team or the local wash members. 

  Purchasing Services
  Service pricing and packages are available on the Website and are subject to change from time to time and may vary by location. To purchase any Service through the Website, you will be required to provide your credit card or other bank account information. You hereby authorize the Company to bill such payment method in accordance with the terms of the applicable payment plan.
  If you purchase a monthly membership (“Membership”), you authorize the Company to maintain your credit card and/or bank account information and automatically charge that credit card or account each month until your Membership is cancelled or terminated. You can cancel your Membership anytime by contacting us at info @ ModWash dot com or through your account profile on the Website. You must cancel your Membership at least three (3) days prior to the next billing cycle to avoid charge for the next billing cycle. In the event that the Company is unable to charge your account as authorized by you when you enrolled in a Membership, the Company, may, in its sole discretion: (i) bill you for your Service and suspend your access to the Service until payment is received, and/or (ii) seek to update your account information through third party sources (i.e., your bank or a payment processor) to continue charging your account as authorized by you.
  We reserve the right to change the prices of any Services anytime without notice. If you have an existing Membership, we will provide you with notice of any price changes thirty (30) days in advance of any price changes going into effect. Your continued use of any Service after a price change becomes effective constitutes your agreement to pay the changed amount. You shall be responsible for all taxes associated with the Services other than U.S. taxes based on the Company’s net income.

  Customer response

  05/11/2023

  
  Complaint: ********
  I am rejecting this response because:
  The person who replied to this complaint obviously didn't make a full research and just slammed what's first came to his had. I refused 3 months refund because it is unfair. I canceled the membership and if your employee is not capable of doing a simple job it shouldn't be my problem.  Or you just simply do it on purpose to later slam your customers with terms of service to keep fraudulently acquired funds.

  If you actually made a research you would've found out that I have not been to your wash once since cancelation date. And sorry I don't remember exactly the date when I came in to cancel. If you capable to remember which date 6 months ago you went to make a particular purchase then power you.

  Moreover I you didn't charge my card for 3 months and then charged me for 3 months!

  What you did is unethical and utterly fraudulent!

  I demand refund and I urge BBB to pursue this issue further. This type of customer treatment is unacceptable. 

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

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Employer’s equipment popped my tire. There were several witnesses to the incident. I even gave them the time and date. I’ve emailed and called about a dozen times with NO response aside one email stating they would call me… never did. I would also like to note that they suspended me, stating it would only take five days to make a decision and took six and a half days to get back to the GM. I have the paperwork stating that suspension and their guidelines they set for themselves and ultimately couldn’t uphold to it. Now I don’t necessarily care about the job, but I would expect a company to uphold its own guidelines. I was without work for over a week because I was told “you still technically have a job here.”

  Business response

  06/06/2023

  ModWash fully replaced the tire for the customer per the customers request.

• Initial Complaint

  04/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On January 4, 2023 at 5:20pm, my husband went to the Hanover, PA ModWash location and spoke with Erica S****** (****). He explained he wanted to purchase a gift card to use towards a ModWash membership as a gift for me. He was sold a Gift Card (per receipt) for $100 value. The receipt and gift card were given to him attached to a flyer for memberships. I received all for our anniversary. I was unable to sign up online for the membership using the gift card as there was not a place to enter the gift card numbers. I went to the Hanover, PA ModWash location on April 19th and spoke with a cashier who attempted to use the gift card to purchase a Must Wash unlimited membership; he stated he's seen some be successful using them although he has not been. The transaction would not work. He explained I could use the card for an individual wash. I responded that I had no desire to do that as an individual wash cost the same as the first month of unlimited washes and about half the price of a regular month's unlimited membership. He pointed out the contact information for the company. I contacted corporate via the email provided on April 19 and received timely responses. Unfortunately, the first response informed me that a gift card could only be used for individual washes, not toward a membership; Jennifer J***** (Support) further stated she would happily see my membership after I used my gift card for individual washes. This is not written anywhere and was sold under false pretenses. I responded that we would like a refund based on this and the fact that we have the receipt. Ms. J***** responded again, repeating the same information and adding that gift cards are not refundable. I think about the amount of money that would be wasted by many individuals who are looking to give a gift to someone and inadvertently end up solely supporting this questionable business practice. We would like the money put towards a Must Wash Unlimited Membership or refunded.

  Business response

  04/26/2023

  Please contact customer service at *** *** **** and ask to speak with a manager regarding your BBB complaint between the hours of 8am and 6pm M-F.  We would be happy to resolve this issue.

  Customer response

  04/26/2023

  
  Better Business Bureau:
  
  I contacted the business at the phone number requested this afternoon. I was given the pleasure of speaking with guest service person Aisha who immediately transferred me to Manager Paul without any issue. Both were very pleasant. I am happy to report that Paul worked to respond to my complaint and explained that the policy previously reported to me by customer service regarding the gift card was correct; he recognized that this should have been better explained to my husband upon purchase and the unlimited membership flyer should not have been given with the gift card. I am very happy with the response made by the business in reference to complaint ID ******** and find that this resolution is plenty satisfactory to me as it was one of my desired resolutions. Thank you Paul and ModWash for your customer service.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  04/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went online and canceled my accounts on 4/14/23 and was charged 4/17/23 and 4/19/23 when I called the lady apologized for the inconvenience and said I could continue to use the services until it ran out but she could not refund! Even though I cancelled before the payments were due. They are a total scam! They have no interest in helping the customers just taking our money! I tore my rotator cuff and cannot drive there for I cannot wash my cars. Y’all stole $80 from me!

  Business response

  04/26/2023

  ModWash is very happy to refund money in the event that a cancellation has been conducted within the guidelines of our services.  We provide avenues for cancellation at the website, the local wash and at customer service.  In the event that a customer has cancelled online they have a registration for the website marker on their account this includes providing a valid email address so we can send evidence of cancellation via the website.  If the customer contacts customer service at 423 485 0005 and provides proof of cancellation within the policy agreement guidelines outlined before we would be happy to provide a full refund. (please review below terms of usage.)

   

  If you purchase a monthly membership (“Membership”), you authorize the Company to maintain your credit card and/or bank account information and automatically charge that credit card or account each month until your Membership is cancelled or terminated. You can cancel your Membership anytime by contacting us at [email protected] or through your account profile on the Website. You must cancel your Membership at least three (3) days prior to the next billing cycle to avoid charge for the next billing cycle.

  Terms of usage available on: *****************************************

   

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent an complaint on Mod Wash website and was completely ignored. On 4.18 I spent $21.00 for a wash and my car came out still dirty. The attendant was trying to get me to post a review on google BEFORE i entered the wash which i found to be odd and demanding by his choice of words. The bugs on the windshield and front bumper were still there and it did not completely dry my vehicle either! the complaint was ignored because i asked for a refund. if i am paying $21.00 for a car wash i expect the car to be dirt and bug free! so until i get my card refunded i will send in more complaints. stop charging so much if you cant provide a car wash that works efficiently!

  Business response

  04/25/2023

  No ticket number found using customer, name, phone number, email address listed or information on receipt.  We are more than happy to rewash your car onsite in the event you feel the wash did a less than complete job of washing your car.  This policy is outlined at the wash location and online.  In addition if you are unhappy with your wash you can contact our customer service team at 423-485-0005 and we would be happy to locate the charge and refund it.

• Initial Complaint

  04/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to the Sicklerville location in New Jersey and purchased a single wash. I handed my credit card over to the attendant and asked for the wash we wanted they inserted it into the kiosk and put in whatever options. I ended up subscribed to a membership with a monthly charge with no notice. Already filed a dispute with my CC company and contacted them for a refund.

  Business response

  04/25/2023

  Customer dispute noted:  Investigation in progress regarding interaction. Customer has never contacted customer service so we where unable to service complaint before customer filed with bank.As refund will be issued via the protest no further external action will be taken by ModWash other than to say to the customer.  We apologize for the confusion and interruption in your life, thank you for using our service and we will strive to ensure the best experience always.
  

*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. ↩