ComplaintsforWash N Roll

• Initial Complaint

  01/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a promotional unlimited car wash in May 2021 for $*****. I used it 3 or 4 times for 30 days. I haven't used it since, but they kept charging me $***** for the next 7 months. I was not aware I had to cancel it. Attendant did not make that clear to me. I acted in good faith. I wish they would. I canceled it 1/31/2022.

• Initial Complaint

  12/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 11/15/2021 I went to the Smyrna ** wash n roll and cancelled my $** a month family subscription with the employee at that location. He attempted first at the computer at the car wash entrance and it did not work then we went inside the office and he assured me that my subscription was now cancelled and he did not provide me with any information regarding my cancellation only verbally told me it was cancelled. When I checked my back the next morning it showed as a pending charge and so I called customer service (no one answered and no one usually answered that line in the past or present) it let me leave a message and I explained that I cancelled my service but still had a pending charge. They did not cancel the charge or refund me. I called again 12/02/2021 and spoke with a supervisor by type name of Valerie and she told me that they did not show record of the cancellation until the morning of 11/16 and therefore I would be charged and not issued any refund. I want a refund and think this is really bad business and unacceptable. They can even place me at their car wash on 11/15 to validate my rationale for asking for a refund. I also attempted previous to cancel with the car wash staff and was told to come back when a manager was there because no one there knew how to do it. I feel this charge is fraudulent and I should be refunded.

  Business response

  01/03/2022

  Business Response /* (1000, 8, 2021/12/17) */ Hello! We appreciate you bringing this to our attention and would like to help resolve the issue. As a company, we strive for excellence and great customer service experience. However, we have policies and procedures in place to help guide day-to-day operations. We allow our customers three separate ways to discontinue their membership in which they receive confirmation stating the account has been successfully discontinued from Wash N' Roll. Our company does not go off by "Hearsay" and unfortunately, per the account the customer called day of recharge and was notified that it must be cancelled prior to renewal date in order to not be charged but is able to use services paid for.

*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. ↩