Complaints

This profile includes complaints for Mr. Wash's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Mr. Wash

  PO Box 3582 Arlington, VA 22203-0582

• 

  Mr. Wash

  3013 Gallows Rd Falls Church, VA 22042-1009

• 

  Mr. Wash

  13817 Route 29 Centreville, VA 20121

• 

  Mr. Wash

  101 N Glebe Rd Arlington, VA 22203-3752

• 

  Mr. Wash

  3817 Dupont Ave Kensington, MD 20895-2002

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:12/19/2023

  Type:Order 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.

  I went to get my car washed in December 2021, Mr. Wash employee misrepresented an offer saying I could get unlimited washes through the end of the year without disclosing they had signed me up in perpetuity. I expect to no longer be charged and reimbursed for the $604.78 that I did not authorize.

  Business Response

  Date: 01/02/2024

  The Customer was refunded fully and the issue addressed. This has been resolved on our end on 12/19/23 as soon as the Customer reached out to us. 

  Customer Answer

  Date: 01/04/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:11/29/2023

  Type:Service or Repair 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.

  On 9/22/2023 I got a $15 coupon for one time car wash from my co-worker and went to Mr. Wash to wash a work vehicle (government vehicle) at 3817 Dupont Ave.,Kensington, MD. I went to the kios that *** ****** ******* attended and tried to use that coupon. *** ******* looked at the coupon and said to me " You know we have a special for this month, if you pay $4.99 more you can wash this car unlimited times for the whole month." He said "total of $19.99, it's only $4.99 more" so I said "O K" and gave him cash. He said "we only accept credit cards here". I gave him my credit card. He punched in the codes then gave me the receipt and credit card back so I went to wash the Town vehicle.The receipt showed "EXP: 10/22/23" so I went back to wash a few more times. The last time was on or around 10/20/2023, I told *** ******* this would be the last wash. He smiled and said "Oh no, you can continue to come and wash the car. The machine recognized your license plate" . That's all *** ******* said to me, did not mention any contract nor recurring charges nor membership fee at all. I did not go there after the coupon or receipt expired on 10/22/2023. All sudden on November 22, 2023 I noticed a charge from Mr. Wash Car Wash in the amount of $34.99 on my personal credit card for that government vehicle. I contacted my bank, froze my account. I contacted Mr. Wash by phone a few times and emailed them a few times with no responses so I went to Mr Wash in Kensington and requested to speak to Mgr. He canceled the license plate from the machines but I have to contact the company via email only. I did not sign up for any contract nor enrolled in any type of membership, and the receipt showed expiration date as 10/22/2023 so the charges of $34.99 +,01 are unauthorized and fraudulent. Mr. Wash Car Wash has no right to store the consumer's credit card number at the machine and charge the consumer any time any amount they wanted without consent. It's totally a scam and fraudulent.

  Business Response

  Date: 12/27/2023

  The Customer contacted us. We provided a refund. Attached is the receipt. 

  Customer Answer

  Date: 12/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************************
  

• Initial Complaint

  Date:10/29/2023

  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.

  Went for a one time wash. Was signed up for the membership without consent and getting charged for a membership I didn’t want. Was very clear when I went that I didn’t want a membership. Had to lock card to stop it from going through again. Still waiting on response from business

  Business Response

  Date: 11/29/2023

  Thank you for allowing us to answer. We were notified of the miscommunication in October. We immediately closed and refunded the account. I believe our email might have gone to the Customer's spam folder. The refund was processed Oct 30, 2023. Please let me know if there is anything further I can help with.

   

• Initial Complaint

  Date:10/23/2023

  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.

  When I subscribed to the monthly car wash plan I was told I could unsubscribe on the Mr Wash web site. When I left for Florida in , I attempted to cancel the subscription but the Car Wash #** in Falls Church, VA where I had subscribed is not on their web site. The attendant told me, it's OK, just send them an email. I did so and assumed that the subscription had been cancelled. My husband pays the bills, so I did not know that it was never cancelled until I got back to Falls Church in May. They even "upgraded" my subscriptioin from the $24.99 I had signed up for to $39.99/month without my consent or knowledge. In May I complained to the station manager, showed him my bills many times. He assured me they would make a refund. He called the manager with me present twice, but was unable to get the manager to speak to me or to make a refund. I finally got ***** Bank to cancel the March and April payments, but Mr Car Wash still owes me $130 of the $210 they fraudulently charged. I am reporting because it is clear that the management lied about being able to cancel one's subscription, which means that all of the current users are at risk of being cheated as I was.

  Business Response

  Date: 10/30/2023

  I have researched the issue and I believe the Customer is under the impression that a cancellation request was submitted for her account. We did not receive a request. As per our terms of service. The account continues to be open and all billing is valid until we receive the request to cancel.  We did however receive an email asking for a refund in June of 2023. That email did not have any account information, we replied asking for more information to better assist the Customer. Our email went unanswered. 

  I have found her account and submitted for a refund of 219.94

• Initial Complaint

  Date:06/19/2023

  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.

  I purchased a one car wash, from Mr. Wash, for the sum of $14.99 back in Oct 2020. I paid with my credit card, and no written agreements signed. I used only that day and for my surprise, I was checking our my credit card statements in March 2023, and there are monthly charges since 2020. I did not sign up for it and this is unacceptable. This is a fraudulent way to get clients to pay for something they did not sign up for it. I sent a cancelation request to Mr Wash in March 2023 and they stopped charging me in April 2023. I also requested my Credit Card to block any further charges from them. I was wondering, how can I recover my money for all these years that I paid without using it, which the total is $464.72. They can see in their system that I did not use after Oct 2020.

  Business Response

  Date: 07/06/2023

  With our subscription we do require a Customer to tell us when they would like the account closed. We show his account was used until 6/2021. After that date we did not receive word to close the account until March 2023 but no washes were had.

  What I can do is refund the Customer as of his last car wash. That would be total: 359.79is is ag

  Please let me know if this agreeable and if so I will process the check paymnent

   

  Customer Answer

  Date: 07/10/2023

  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. That said, I want to mention that they are keeping $104.93 paid and not used. From my view is still not fair but I would like to accept this offer instead of loosing everything.

  I would like to know how Mr. Wash will reimburse the $359.79 offered in the letter. It is fine for me, if they send the reimbursement in the same credit card they made the charges during all these months.
  
  Thanks to BBB for helping in this case. I really appreciate it.

  Best regards,
  

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

• Initial Complaint

  Date:05/20/2023

  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 went to Mr Wash in October of 2022 to purchase a car wash. The attendant there said I could pay a few more dollars than the wash I waa getting and I could have unlimited washes for the remainder of the year. Though I don't frequent the business often I thought this was a good deal so I agreed and the purchase was processed. Now I have learned that Mr wash has been charging my credit card $30 each month and I was not aware and have never used the service. The phone number listed on my credit card bill does not have anyone answering it. The phone recording redirects people to a website where a cancelation request can be submitted. However the form is predatory. In order to proceed, information from the receipt which I no longer have is required. They do not reply to email. I am filing a dispute thru my credit card company and will seek redress in court as well. The service they sold was deceptive and the hurdles required to cancel it are prohibitively difficult. As a result, they have pocketed $150 so far for services not rendered and all of my attempts to cancel have proved unfruitful. Thank you for your attention to this matter.

  Business Response

  Date: 06/26/2023

  The Customer emailed our Customer service dept and they resolved her issue. A refund was issued and the account closed.  The miscommunication was addressed and the issue resolved. 

• Initial Complaint

  Date:04/01/2023

  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.

  My car was damaged at there location in Alexandria and the company denied the claim.

  Business Response

  Date: 05/01/2023

  The Customer filled out a report in March 2023. The report ( attached) claimed damage to his car in January 2023. This complaint/claim came in 3 months after the alleged incident. This did not allow for us to confirm via our normal procedures of Video. As there is no way to confirm the damage did occur at our location the claim was denied. The damage could have happened else where. We require damages be reported immediately to give us a chance to investigate and provide a resolution. I stand by the findings of the report. There is no way to investigate a claim that was not filed in a reasonable time frame.

   

   

  Customer Answer

  Date: 05/01/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  As I communicated in multiple emails to the company the incident was witnessed by an employee of the car wash.  He asked me if I wanted to make a claim, I said yes, and he walked me to the office.  When we got there the office was empty so there was no way for me to submit the claim at the time of the incident.  If they no longer have the video then they could at least ask the employee who witnessed the damage if it did in fact occur.  My wife was in the car as well so she is a witness.
  
  Regards,
  
  *******************************
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:03/31/2023

  Type:Sales and Advertising 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 paying for a monthly unlimited wash service at $16.99 monthly. Without notification or contact the vendor raised the price to $29.99 monthly. I contacted them when I saw this post to my credit card and canceled. I received an email back saying I could get a price of $19.99 monthly, this was shortly after the new price of $29.99 posted to my account on January 26, 2023. I was paying for a monthly unlimited wash service at $16.99 monthly. Without notification or contact the vendor raised the price to $29.99 monthly. I contacted them when I saw this post to my credit card and canceled. I received an email back saying I could get a price of $19.99 monthly, this was shortly after the new price of $29.99 posted to my account on January 26, 2023. On later review I realized that they did not pro rate or credit the difference back to my card on file or to a future month. I contacted them and they said they make no adjustments to prior charges. I continued to try and work with the vendor for a partial credit but they were hostile and unwilling. I contacted my credit card and disputed this difference. I decided at that time to cancel and completed the proper online form. This would prevent future billing but allow me to use the wash until 4/27/23 after my last charge posted on 3/27/23 for $19.99. When the vendor and I made contact again I advised them I had resolved this with a dispute to my credit card, this was on 3/30/23. At that time the vendor inactivated my account prohibiting me from using services until the close of my current billing period which started on 3/27/23 when I was charged until 4/26/23. They were again unwilling to refund part or the entire monthly charge but were not allowing me to use wash services that I had paid for. I had to contact my credit card again to dispute the 3/27/23 charge for $19.99. On another note their headquarters is listed as *** * *** **** **, Alexandria, Virginia, *****, United States although that is not the address that comes up when you search the business. Also the customer service rep was rude and hostile over email. Please advise potential customers of these unscrupulous business practices. I am willing to supply all email correspondence upon request. 

  Business Response

  Date: 04/14/2023

  Thank you for the chance to respond to this complaint. 

  The Customer joined our subscription plan in June of 2021 ( screenshot submitted). The promotion for the subscription was called Summer 2021 as seen on his receipt. The promotion was the first month at 29.99, then 2 months free ( a penny 0.01) after which we would reduce the rate for 3 months at 16.99.  One that ended the Customer would go back to paying the non-promotional rate of 29.99.
  
  Due to the pandemic we ended up extended the lowered rate for much longer than the 3 months. The customer received over a year on the discounted rate of 16.99, Starting in October 2022 we provided signs at all the locations one in each kiosk. The signs notified that all promotions were ending and the rate starting in January would be the 29.99. We provided over 3 months of notice. 
  
  In January 2023 the Customer reached out to us and we had a new offer for him. We offered him 19.99 a month starting in February 2023.  Which he agreed to ( email is attached). 
  
  The Customer contacted us wanting us to prorate the new discount to January 2023. He was advised that we could not as the new discounts start in February. Our Representatives have to follow our promotional start and end dates. The Customer then asked for the account to be closed and that he would be filing a bank dispute. 
  
  The Customer confirmed the bank dispute and the Representative then processed the account for the dispute. As per the banking guidelines we have to terminate the account and note it. All banking disputes are credited by the bank not the Merchant. I believe here is the misunderstanding. 
  
  The banks will credit a Customer for their dispute. If we did the same the Customer would be receiving double their money back. That is the reason we were unable to refund. The refund is not a large amount and I would need to justify providing a Customer with double refunds ( the Bank and ours). 
  
  If the Customer can confirm there was no dispute I can go ahead and refund the 29.99 and the 19.99 to him by check as the account is closed and we do not have is card on file. 
  
  After reviewing the emails for possible Customer Service coaching. I did not find that our staff disrespected or was rude in any way. All emails were respectful. They are attached for your review. 

  Customer Answer

  Date: 04/21/2023

  My dispute with my credit card pertained to the January charge which was not prorated. When I made the business aware that I had disputed this January charge for the difference of $10, the promo price I was offered ($19.99) and the charge that posted to my account ($29.99), the business immediately deactivated my account stating this was their policy only a day or two after the most recent charge posted to my account which have taken me to April 26th. They refused to refund me that fee even though it was not what I was disputing with my credit card. Only after their refusal to refund my fee only days after charging me did that result in a second dispute with mu credit card for my most recent charge of $19.99. The business could have easily emailed or SMS texted customers regarding their planned price increase. Using the monitors at the gate is ineffective as already enrolled members would have no reason to look at the monitor if they arent processing a one time payment since they have unlimited use of the car wash as a monthly customer.  They could have done a far better job in communicating with customers.

  I appreciate you looking into this matter in hopes that my experience may protect other consumers from their rigid and greedy financial practices. I have used other local ******** groups and community boards to warn other of their unscrupulous practices and it is clean I am not the only one. Perhaps the only one to pursue it to advocate for my myself and other consumers like me. 
  
  To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  

  Complaint: ********
  
  I am rejecting this response because:
  
  My dispute with my credit card pertained to the January charge which was not prorated. When I made the business aware that I had disputed this January charge for the difference of $10, the promo price I was offered ($19.99) and the charge that posted to my account ($29.99), the business immediately deactivated my account stating this was their policy only a day or two after the most recent charge posted to my account which have taken me to April 26th. They refused to refund me that fee even though it was not what I was disputing with my credit card. Only after their refusal to refund my fee only days after charging me did that result in a second dispute with mu credit card for my most recent charge of $19.99. The business could have easily emailed or SMS texted customers regarding their planned price increase. Using the monitors at the gate is ineffective as already enrolled members would have no reason to look at the monitor if they aren’t processing a one time payment since they have unlimited use of the car wash as a monthly customer.  They could have done a far better job in communicating with customers. 
  I appreciate you looking into this matter in hopes that my experience may protect other consumers from their rigid and greedy financial practices. I have used other local ******** groups and community boards to warn other of their unscrupulous practices and it is clean I am not the only one. Perhaps the only one to pursue it to advocate for my myself and other consumers like me. 
  

  Regards,
  
  *******************************

• Initial Complaint

  Date:02/25/2023

  Type:Service or Repair 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.

  On February 21, 2023, I visited Mr. Car Wash on North Glebe Road in Arlington, VA. The worker there offered to sell me a subscription to regular car washes for $29.99 per month. He told me that the one-time basic car wash I wanted would cost $30. When I asked if a basic car wash was available for less money, he said the combined basic wash ($15.00) plus wax (an additional $15.00) was my only option. This seemed way out of whack with prevailing local prices for a basic car wash. Because I did not see a way to back up from where I met the worker, I agreed and he ran my credit card for the $30.00 combined and basic and wax car wash. I was surprised this wash did not include any interior cleaning, such vacuuming or wiping interior windows. This experience left me feeling scammed and ripped off.

  Business Response

  Date: 03/20/2023

  Our Attendant did educate the Customer on our prices prior to the Customer accepting the service. The Customer chose to receive our services. I will go ahead and honor the request for a refund. I would need the Customer to email me at [email protected] to confirm mailing address of the refund.

  Customer Answer

  Date: 03/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. Thank you for the refund.
  
  Regards,
  
  *****************
  

• Initial Complaint

  Date:01/17/2023

  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.

  They advertise at their site $29.99 membership for the first month plus 2 months free. On the long receipt given (but not signed or agreed to by me) they said one month free then say they will charge $0.01 (that's not free). They also state on the receipt they will charge $49.99 with a recharge of $39.99, plus a vague description of charging more "usage may affect pricing". But no mention what the usage is. It was my understand that future month charge after the 3 months would be $29.99. I will not pay $49.99 or even $39.99. I need clarification in writing. I did not sign this receipt as requested at the end. What are the real terms?

  Business Response

  Date: 01/18/2023

  I will be happy to clarify. I have also attached the promotion flyer. 

  The Extra Shine subscription is 49.99 a month. We ran a promotion that lowered the rate on the first month to 29.99.  The second month is free but we must charge a penny to keep the account open in our system. If the Customer would like a 0.01 refund it can be arranged. Please review the ad and the Customer's turned in receipt. We do not have any promotions with 2 months free. It is the second month. 

  Once the Customer has joined at the discounted price and received their free month billing picks up at 39.99 ( a discount of 10.00 a month is added). The discount then is good for 3 months. After 3 months the account can go to retail 49.99 a month.

  Break down:

  Extra Shine plan: Rate is 49.99
  Promotion:
  To join is 29.99 and 2nd month free ( a penny)
  Then 3 months discounted to 39.99 a month
  Then retail rate will start 49.99 a month
  
  Please feel free to contact Customer Service at [email protected] if you have any further questions.