ComplaintsforModWash

• Initial Complaint

  11/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had a monthly wash subscription that I tried to cancel in September because my vehicle was at dealership and auto body shop for repairs. I tried the website several times to look up account and it could not locate it by telephone number nor plate and last four of credit card. The error message kept saying oops something went wrong. So I tried calling and due to wait time, I decided to send an email because I got charged at the end of September beginning of October $52.99 for my wash plan and could not use it. I didn't get a response until mid October and by this time I was able to go to the location and speak to the manager *** about canceling and refunding me the amount I was charged since I could not access website to cancel myself prior to the renewal. He told me he would refund it since I had not gotten a wash since September 16th and still did not have my car back. He told me it would take awhile to refund the money, but he would. I still have not received a refund and made multiple attempts (at least stopped in 6 times leaving messages) and requests for him to contact me or just process the refund and still no response. I am requesting a refund be processed as told it would be for a service I had not used at all for current cycle.

  Business response

  11/04/2024

  
  ModWash does not refund any Unlimited Wash Membership recharges unless they meet one of the following criteria:
  The customer completed cancelation 3 days before the recharge date and has proof via the confirmation email of the transaction.
  The customer’s vehicle was modified and can no longer be washed by our tunnel.
  Any other promise or mention of refunds are not valid according to this statement.
  If an Unlimited Wash Membership has been redeemed for washes more than one time during a billing period, it is not eligible to be considered for a refund.
  Customers have 59 days from the time of the charge in question to bring it to the attention of Guest Advocate or on-site management. Any charges 60 or more days ago are not eligible to be reviewed for a refund.
  

  Customer response

  11/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:  There was an issue with your website so I could not cancel.  I tried calling but was on long waits and then call would drop or I had to go back to work from my break.  I got a ride to the ********* location where I had initially signed up on October 12th where they canceled it and the manager *** said he would refund it, but it would be a little while to get it.  I stopped numerous times and left multiple messages, sent emails and I have not used any washes during the wash membership cycle and cannot use it now because the location canceled it on the 12th.  I even stopped in and asked them to just reinstate it and give me 30 days from the reinstatement with no new charge since it was paid for and not used for the current cycle.  Last time I got a wash was mid-cycle of the first billing cycle Sept 16th, 2024.

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

  Business response

  11/07/2024

  Thank you for contacting ModWash! Again, we apologize for any inconvenience this may have caused. We have thoroughly reviewed your complaint. We do not currently have any issues with our website; however we are in the process of updating our cancelation process to ;click to cancel' prior to the FDA recommended deadline. Additionally, you sent us an email on the day you were charged, after three attempts to process the payment failed. We enforce our 3-day cancelation policy to give our merchant enough time to stop the transaction, after the transaction has gone through, we do not offer refunds. We answered your email and phone call in a timely manner and explained to you at that time that a refund would not be issued. Again, if you would like to give us another chance to earn your business, we will extend the payment for another month. Thank you for your understanding, have a ModTastic day! 

  Customer response

  11/12/2024

  
  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. Please extend my month of payment and advise when done so I can resume my washes.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  10/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Went to the carwash one time and have continued to be debited $21.99 out of my account for the last 3 months with no authorization from me to do so.

  Business response

  10/22/2024

  Thank you for contacting ModWash! We apologize for any inconvenience. We have already resolved your issue with 60 days of credit back on 10/16/2024, No further actions will take place. Thank you for your understanding. Have a ModTastic day! 

  Customer response

  10/22/2024

   
  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

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to modwas in ****** ****. I was getting ready to be hoaxed into the buy now one month free which I declined 3 times. I ended up going with the 24.38 package which came to 26.00 with tax. My car was not cleaned and most of the vacuums were broken and not coned off. I asked for a refund and I was told there is no manger on to call the 423 number. The woman on the phone said they don't give refunds. Poor service and no refund is ridiculous. My car is in pristine condition. This is completely unethical and unprofessional. I was not pleasant on the phone because a service was paid for and not provided properly. And im sorry isnt good enough. Cars are expensive and this economy is awful enough. All young rude kids working there and someone should not be standing at the kiosk when payments are being made unless you ask for assistance. Unprofessional unacceptable and a total waste of money.

  Business response

  10/14/2024

  We are sincerely sorry, but all sales are final. Furthermore, as you said, you failed to act professionally on the phone with ModWash employee. We sincerely care about our business and its employees, and we do not support your actions. You did obtain the service for which you paid, but you also said that you would dispute the transaction with your financial institution, which is up to you. We want to make the situation right, however we also would like your understanding in our policy. Have a ModTastic day. 

• Initial Complaint

  10/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Around April 2023 I signed up for the monthly subscription to ModWash for unlimited washes. I then moved to an area with no modwashes available and went to cancel my membership. Per their website you can cancel via phone or email. On 12/6/2023 I sent an email to the email address listed on their website to cancel your membership. On 12/7/2023 I received an email from them stating I needed to reply with my phone number and license plate associated with the account along with the reason for canceling. On 12/14/2023 I sent the email with the required information and on that same day I received an email stating they received my email. Today, 10/8/2024 I noticed I had still been charged monthly for a membership. I called them and informed them that every charge after 12/14/2023 was unauthorized and I had canceled. They told me there was no record of me canceling and it was my fault because the email stating they received my email wasn’t a confirmation of canceling my subscription. I followed their steps to cancel my membership in accordance with their policy and have the email stating they received my cancellation request email. My wife who also had an account is going through the same exact issue. They have a clear pattern of malpractice when it comes to canceling memberships. I requested to be refunded for the 10 unauthorized charges and they said it was not possible. I have also spoken to my bank and am going through the claim process for fraudulent charges.

  Business response

  10/10/2024

  We appreciate you contacting ModWash! We deeply regret any inconvenience this has caused. We wish to resolve your problems and take your allegations extremely seriously. It was found after a careful examination that your problem has previously been fixed. You received a refund from ModWash within 60 days, and there won't be any further credits given. There is no proof that your account was ever closed that we are aware of. I'm grateful that you shared those emails. However we have modified our systems, and as 2025 is just a few months away, we do not have email data from 2023. However, we were able to stop the account from being billed going forward.

  Furthermore, we would rather discuss this in a professional setting. Our phone records show that you were upset with one of our staff members and used foul language. We don't want our people to be mistreated because we care about them. You also brought up legal actions, which is why we would like to cease correspondence. I appreciate your understanding. Please feel free to accept the offer of wash credits at this time; it's acceptable to decline. Our goal is to assist you. I hope you have an amazing day.

  -ModWash 

   

  Customer response

  10/11/2024

  
  Complaint: ********
  
  I am rejecting this response because: yes, I was rude on the phone to *****, the call rep, and I apologize for that. I should not have used profanity or raised my voice. I was VERY dissatisfied with her because at no point did she even ask for proof of my email to cancel. She simply stated I never canceled my membership. And when I asked to speak to a supervisor or for a full refund she said there was absolutely nobody else I could talk to and a one month refund was the maximum. Both of those were clearly not true seeing as the next representative I talked to was a supervisor and gave me a 2 month refund. Again, I apologize for using profanity and raising my voice but she provided no assistance, direction or sympathy to my situation. 
        While I can understand not keeping a file of all your emails I do find it hard to believe that emails not even a year old are deleted and have no record. Regardless, I provided you with the emails. I showed you the proof that I did in fact cancel my membership per the steps provided. I even showed the confirmation email that you received my cancelation email. I’m not sure how you can say there is no record of me canceling when I sent you the record. I had zero control over you guys actually canceling in your system. I had no way of knowing that the confirmation email I received was not the confirmation of canceling my account. I did everything you require to cancel my account and you guys continued to charge me without my authorization. It is all clearly laid out in the emails I attached. Lastly, I will not be perusing any legal action. It is not worth the process or hassle over this. All I have simply asked for is a full refund of every unauthorized charge. You have refunded me for 2 of them and there is still 8 more. I cannot fathom how you can look at the emails I sent and not understand my frustration in this entire situation. 
  Sincerely,
  
  ****** ****

  Business response

  10/22/2024

  We appreciate your heartfelt apology. We accept. We are pleased to describe our business practices. All guest complaints are handled by our committed Guest Advocate supervisor at the time of the call; no escalations take place outside of that. We all equally enforce our well-defined policy. We would only offer refunds for a maximum of sixty days. We think that's really fair. 

  
  We have a mechanism in place to manage the hundreds of thousands of people we serve as a very small department. Having said that, we acknowledge your worry and justification, but we will not be issuing any more refunds. We accept responsibility for our part, and we respectfully ask that you do the same. We sincerely hope you understand and will give us some thought in the future! 
  
  Have a ModTastic day! 

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Review for Mod Wash I have been a loyal customer of Mod Wash, visiting the car wash at least three times a week, and had previously enjoyed my experience there. Unfortunately, on September 7th at 11:45 AM, my experience took a turn for the worse. While going through the car wash, I heard something hit the passenger side of my tinted windshield. Initially, I didn't think much of it, but upon driving off and seeing the sunlight, I noticed a crack in my windshield. I immediately called and spoke with a polite operator who instructed me to file an incident report. However, upon arriving, the manager, ***, told me he was too busy to help due to being short-staffed. After insisting for over 20 minutes, he finally completed the report, showing a complete lack of urgency or care. A week later, I followed up, only to be told that they wouldn't repair my windshield because the cameras couldn't detect the crack due to the tint on my windows. To make matters worse, when I requested information to escalate the issue, *** refused to provide any contact details and promised to send an email, which I never received. This situation has been handled extremely poorly. The lack of responsibility, transparency, and customer service from management has been disappointing. As a result, I am left with no option but to pursue legal action to have my property repaired, which could have been avoided with proper customer care. I am deeply dissatisfied with how this matter was handled and will be taking it further

  Business response

  10/08/2024

  We appreciate you contacting ModWash! We are deeply sorry to learn of your ordeal. We acknowledge that the resolution of your damage claim did not meet your expectations. We wish to put things right. Our top priority is safety, and we work hard to satisfy our guests. To make up for the inconvenience, we would be happy to provide you with a free month of service.

   

  All the best,

  ModWash

  
  

• Initial Complaint

  09/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In July 2024 I noticed a charge on my statement from ModWash on same day I used a different car wash raising suspicion. Upon contacting ModWash I learned that i was enrolled in monthly car wash plan for past two years beginning in November 13, 2022. This came as a surprise as I never signed up for a plan or gave anyone permission to sign up for a membership. And the Nov 13th 2022 receipt ( the receipt from day I supposedly signed up for a plan) showed a different license plate not associated with my vehicles. Since we regularly used ModWash and paid individually each time we went, the monthly charge never raised a red flag until July 2024 when we started using another car wash. I contacted ****** ******* ****** **** (complaint # **************** of 8/06/2024) who investigated and confirmed the plate number was not mine but of another individual who signed up for a plan the same day I used the wash. The officer suspects they somehow mixed up the plate numbers receipt that possibly triggered the plan I ended up paying for. Nevertheless, I never sighed up for a plan nor authorized anyone to do so. On August 7th, 2024 I contacted ModWash corporate headquarters in Ten and spoke to **** and explained this whole mess but to no avail. Although they did close my account and refunded $39.98 (two months June /July20324) ModWash refused to refund the remaining $389.70 I was erroneously charged over this two year period for services I never received nor signed up for.

  Business response

  10/08/2024

  We appreciate you contacting ModWash! We regret learning about your experience. However, we have already presented you with our best solution. You have been receiving bills since December 2022, but you didn't get in touch with us until August 2024. All this time, we have been here, ready to assist. If we are unaware of a problem, we cannot resolve it. That's something we own up to, and you ought to too. The longest credit period we will provide is 60 days. We sincerely regret any difficulty caused and appreciate your patience.

  Have a ModTastic day,

  ModWash

• Initial Complaint

  09/23/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  I went to the Millville modwash on july 26 the wash seemed very rough and aggressive and my truck felt like it was getting bounced around. About halfway through the wash i heard a loud bang. When the wash finished i immediately parked to see what happened. I get out and see my antenna is all mangled up, the mount is bent out and sideways and it hit it so hard it bent the fender out on top and kinda down and inwardly on the bottom bending the metal badly enough the paint cracked and came out and you could see bare metal. I went to get help and the person inside was the same one who ran the wash and said uh sorry im new here its my third day. The manager on hand in the pink shirt completely ignored me, never spoke to me, never looked at the damage could of cared less. And i was told somone would get back to me in 24hrs. That never happened. I reached out multiple times with no call backs untill after i waited 2 weeks and left a review on ****** maps. Then i got a reply a few hours later to call a number. the manager got back to me apologized and told me to get an estimate. I came back a few days later and gave it to a nice female attendant. She informed me adjustments have recently been done to the machine and maybe thats why it was very rough. And waited and waited and waited. I get ahold of the manager again who tells me she must have lost it and she was fired, and the manager who ignored me the day the damage happened was also fired. So more waiting now my truck is rusting where the damage is. I finally get a call back yesterday 2 month after this happened. Were sorry we dont feel were responsible for the damage so were not going to do anything. Real nice. Smash my truck and sorry but were not sorry. Ive been going to car washes for 30 years never had a vehicle damaged. They have video cameras there they can easily see my truck didn't go in there with a mangled up bent up fender and antenna and cracked paint but it sure came out the wash that way.

  Business response

  10/08/2024

  Hi *****,

  We appreciate you contacting BBB and sincerely apologize for your experience. I informed you of the outcome of your incident during our phone conversation. Nothing more will happen.

  All the best,

  ******* ***** 

  ModWash 

  Customer response

  10/08/2024

  Hello, who are you? I never spoke to a female, so how did we have a conversation? Are you sure your not confusing my damage case with another? There are other damage reports on ****** reviews after mine. I only spoke with a male 2 weeks after the damage occurred because the female manager on hand at the time it happened didn't want to be bothered. The new guy who said sorry im new here its my third day was the one i spoke to when the damaged occurred. He said somone would contact me back within 24-48hours no one did. I gave it 2 weeks after i reached out multiple times for help before leaving negative feedback on ****** reviews. Once i did that corporate responded back in a few hours asking me to call a number. I did and spoke to a male who took my information. A few days later a male saying he was a manager or in charge contacted me apologizing saying the female manager was fired and he never got the damage report. Asked for information and told me to get an estimate. I got an estimate and turned it into a friendly female attendant at the Millville location. She told me the machine had just been adjusted and maybe thats why the wash felt rough and the damage occurred. Thats the last time i was at the Millville location. She entered me in the wash as if i was going to enter the wash to see if the new guy changed any of the retractions setting by mistake. But i never entered the wash. I didn't hear back for a couple weeks and texted him, he apologized and told me she was fired  as well. Saying the estimate or damage report was lost or never turned in. Your establishment is going through staff like toilet paper. The gentleman eventually got back to me in a few weeks saying he should have an awnser for me in a week. Then heard nothing again for another couple weeks thats when he asked for the information again.  Its been well over 2 months now and i got a call back last sunday from the same man saying sorry we dont feel responsible for the damage so were not doing anything. So i then contacted bbb and updated my response on ****** maps and then a district manager from modwash reached out to me and asked me for all the information. He was also a male, i never spoke to a ******* or a female with the name on your reply other then the young female i gave the damage estimate to who he said was fired. The district manager also said the cameras have a 90 day recording. You can clearly see i entered the wash just fine. And came out with my fender all bent up and my atenna mount mangled bent out 2 foot sideways out the side of my truck. Ive never had any of my vehicles damaged at a carwash in the 30+ years ive gone anywhere. This trucks been through modwash 100 times some at your location in Millville but mostly vineland. I made the mistake of going to your location to wash some birdpoop off shortly after getting done work. Ive worked hard to keep my truck nice but you obviously dont care. Now i have a busted bent up fender with the paint cracked off thats now rusting and a mangled antenna because of your wash. Im not sure who you are or if your just speaking on somone elses behalf but i never spoke with you. Ill make sure ill never recommend anyone ever go to the Millville location. Irresponsible, unprofessional, no accountability, no communication, and fires and go through staff like napkins at a bbq. 

  Again anyone i spoke to was a male, the manager who said he was from Millville who i didn't get to speak with for almost 2 weeks after the damage happened, the person from corporate, as well as the district manager. 
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

  Business response

  10/10/2024

  Yes, I am fully aware of who you are. I oversee the customer service section as its manager. You contacted us via multiple channels, and we spoke through messaging. In any case, we've found that your car sustained no harm from ModWash. Nothing further will happen. We are sorry about your experience; we appreciate your business.

  Customer response

  10/11/2024

  Found no harm? Do you need to seen an eye dr? I went to wash some birdpoop off, halfway through the wash i hear a loud bang and my antenna is bent and mangled up bent out 2 foot sideways away from the truck, my fender is bent to the point the paint cracked and came off. No Harm? Is this a Joke? You have one rotten company.  No harm? A bent fender, cracked paint, thats now rusting, and mangled antenna. $569 for the damage estimate is no harm? Last o spoke to who ever you were speaking for said sorry we dont feel responsible for the damage. But i guess now its no harm.  Guess i need to go file a police report at the Millville station or ask them to come there, then get a lawyer. I really appreciate all the help your establishment has offered after damaging my truck. I have better things to do then waste my time on bs, but i guess thats what you feel is a more responsibile option. It hasnt been 90 days so i will make sure they do a subpoena request for the camera footage. Thanks for making my life simple, hope you have time to waste in court.  Please provide the name and adress of the person in charge that i can provide to my lawyer to properly serve the person in charge papers.  I may soend more money on the lawyer then the repair, but you have royaly ****** me off. I work hard to keep my truck nice, i dont pay for a membership to have some clown establishment who goes through staff like toilet paper damage my truck and do nothing about it. Have fun getting ****** off and having your time and money wasted as well. 
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  09/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for a discounted membership but attempted to cancel after 2 months. I received an email back stating "Let us know when you are ready, and we will be happy to have you back as a member of the ModNation!" I assumed (incorrectly) that this meant my membership had been cancelled. I just realized I have been charged for 3 additional months of membership and sought a refund from the company when I brought it to their attention. They only agreed to refund one month of the three months I paid in error. I would like the other two months of membership refunded as well ($19.99 per month)

  Business response

  10/01/2024

  Thank you for contacting ModWash! We apologize for any inconvenience. We were able to provide a solution for you on 9/16/24. If you still require assistance, please contact us at *************. 

  Have a ModTastic day! 

• Initial Complaint

  09/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  3/28/2024 My mom went to get a car wash and they signed her up for a monthly package which she was unaware of. I called and they offered to give me $29.99 back out of $179.94 and told me that this was the policy and there isn't anything else they can do. This was a new business in town and they had a banner on the road that said 1 month free. She was charged $17 on 3/28/24 and $29.99 each month since for a service that she did not use. I told them this and that they need to be more careful when signing up an elderly person as they have kids doing this. I am sure she isn't the only one this has happened to. They could have looked up the account and saw that she never went after that 1 time, but choose not too. I too went to this location and it was very confusing but I knew what to ask THEM.

  Business response

  09/17/2024

  We greatly appreciate your reaching out to ModWash! We regret learning about your encounter. We investigate the incident thoroughly and treat all complaints with the utmost seriousness. However, we are unable to travel back several months due to temporal constraints. We provided a solution as soon as you brought the problem to our attention! For the latest transaction, we gave a refund, and for any subsequent charges, we granted wash credit. Considering that the problem was not previously brought to our attention, we think that is a reasonable response. We appreciate each and every one of our guests, and we would never take part in mistreating the old. We value your input much and will utilize it to make improvements. 

  Customer response

  09/18/2024

   
  Complaint: ********
  
  I am rejecting this response because: You only gave 1 month refund and offered a 2 month free wash after us stating we do not use the wash. So, no, I don't think this is reasonable.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  09/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On July 30, 2024 I contacted Modwash to cancel my membership. I received an email on 7/31/24 from ******** giving me the link to process my cancellation. I followed the link and canceled my membership. When I checked my bank account on 8/8/24 there was a charge for the monthly amount from Modwash. I contacted my bank and told them that I had canceled the membership that I shouldn’t have been charged. The bank reversed the charge but sent me a letter stating they would investigate and I could possibly have to be charged still. I thought everything was fine until I checked my bank account on September 8th and found a pending charge for another month of membership. I sent a message on their website stating I had canceled the membership and I wanted reimbursed for the two months of fees which is $39.99 per month. Being that it was a Sunday they didn’t get the message until Monday. I called their number that’s listed on the website today, September 10 and explained to their customer service person the situation and she told me that the fees are not reimbursable and that they didn’t process my cancellation until September 8 which is after the date which I can cancel. I told her I haven’t even used the car wash since the beginning of August because I believed my membership was canceled. She just kept repeating that the fee is non refundable. I’m a disabled senior on a fixed income that can not afford my money being taken.

  Business response

  09/24/2024

  Thank you for contacting ModWash. We apologize for any inconvenience. Please give us a chance to make this right.

  We will contact you shortly.

   

  ModWash 

  Customer response

  10/03/2024

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

  The company doesn’t say when or how they are going to fix the situation.
  
  Sincerely,
  
  ***** ******

  Business response

  10/08/2024

  We appreciate you contacting ModWash! For any inconvenience, we sincerely regret. Following a comprehensive investigation, it was concluded that on July 31, 2024 at 2:02 PM, we sent you a cancellation link. To access the link and terminate the account, you waited until September 8, 2024. The good news is that you are eligible for a $39.99 refund. To enable us to handle your refund, kindly give us a call and submit your payment details. 

   

  Have a ModTastic 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. ↩