Complaints

• Initial Complaint

  11/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The car wash has a director to guide you into the wash, and line you up with the tracks. The director negligently led me into the wash at the beginning of the tire guides, and caused damage on both my driver side wheels. I was only given directions to keep pulling forward. I was able to speak with an employee, and review the footage. It was very clear to see the damage happen with their driver side cameras. Showed no damage before entering the wash, and shows the impact with new damage. I filed a police incident immediately with ****************************. They tried to obtain that footage, but they are not cooperating. I did speak with a supervisor, he also showed me footage, but on the wrong cameras, that did not view the entrance to the car wash. They said they will deny any negligence, and are not cooperating with anyone.

  Business response

  11/21/2024

  Hello *****, 

  My name is Maya, and I am here to help! I sincerely apologize for the frustrations that this has caused you. I would love to get some more information from you regarding this incident so that I can help!

   

  Could you let me know:

  -Which location did this occur at?

  -Have you filed a damage claim at our location?

  -Have you been refunded for your wash?

   

  I will be reaching out to you via email at: ************************************************************* with these questions. Once again, I sincerely apologize for this situation.

   

  Thank you for your patience,

  Maya

  Customer response

  11/21/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the business is responsible for un-trained employees, that have damaged my vehicle. It was their responsibility to guide me straight into the car wash, and not off enough to hit their metal rails. I have been through this wash ***** times, and had a perfect experience. The employee directing me in did not do his job. I gave a visual acknowledgement of the first impact while going through the wash and I stopped immediately, and the director had me keep going forward straight. This caused the second wheel to be damaged. If the employee was trained to remedy the first account of damage, the wash should have been halted, and I could have been adjusted, and  guided in correctly. This is not remedied, and will be taken to civil court.  

  The information is all here.

  Incident Date:  11/9

  Police incident # *********

  Time of Incident: 8:59AM

  Please respond. 
  
  ***** *****
  
   

  
  

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During one of my many visits in May, I believe, if not the beginning of June, I watched one of the attendants spray the bug spray on my rear brake lights that surround the back window of my 2020 Kia ***** I do not believe it was intentional, as the design is not common. However I did watch your associate spray my lights, and stop abruptly as he noticed his mistake. I came back a few times after noticing the stain on my rear brake light, hoping that additional washes would remove the stain. However, no luck. I originally reached out regarding the damage around June 25th. *** did reach out to me on June 27th, advising me to go to the facility to have pictures taken and fill out a damaged report. I did so the following day with the manager on site, ***** ******. While in the office, ***** did start to search the video for the day of the visit, and advised me that video monitoring goes all the way back to 3 months prior, and that an investigation would surely capture the incident. I did not hear from anyone 72 hours later as advised on the form. I reached out to *** a second time July 9th for an update. He said that an investigation had been done and completed showing that the stain was already there prior to coming to the wash on the last visit. I advised him, the same as I advised *****, that I had come back to the car wash multiple times after the incident to see if the stain would remove to no avail, and requested he go back further to earlier visits. *** advised me that the video only goes back 30 days, and that ***** was a new supervisor and misinformed. He said that he will be forwarding the case to *****, but was reluctant to provide contact information for *****. Spoke to *** about a week later, he tried to discourage me from filing a damage report / claim. he said he would submit the report and get back with me the next day. He did, stating the investigation was complete and that the chemical would not have damaged my vehicle. Nothing would be done .

  Business response

  08/07/2024

  Hello Tiaundra,

  My sincerest apologies for all of your frustrations on this matter. My name is Maya, and I am here to help. I have been investigating your situation and after revisiting everything, unfortunately, we have come to the same consensus as we have before.

  Our efforts this time around have been re - looking at the camera footage as far back as possible, working with our chemical provider for an explanation, and reflecting on our prior experiences. The stain was seen on our 30 days worth of footage that we were able to access which does not give us any idea when when it appeared. We have partnered with our chemical company to try and figure out how this may have happened and they have concluded that it is impossible. This has also never happened to any of our guests before and therefore it is unlikely that this is what caused it.

  *** previously offered to wax your windows, I am able to give you some free wash codes, or a refund. Unfortunately there isn't anything else that we are able to do here. If you are still interested in any of our offers, please contact me at: ****************************************************************************************************************.

   

  Have a great day,

  Maya

  Customer response

  08/07/2024

  Dishonest. I watched him do it, he saw himself do it. To call me essentially call me a liar is wild.I do not believe I was misinformed regarding you having 3 moths previous video access. As I advised dishonest ***, what he offered was already done by the manager ****** with zero result. I would accept a refund but will not ever use your services again. 

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have had unlimited car wash service on both of my vehicles since I've moved to *******. When there was an incident at the car wash due to damages. A report was made with no response or resolution from the company. Again, on our other vehicle we have had an issue, made a report, followed by Fast and Friendly not responding to the report. I have now canceled service with them even though the damages remain.

  Business response

  06/06/2024

  I'm sorry to inform you that 3D Development & Holdings llc no longer owns the Fast & Friendly Car Washes in *******. We sold all of our washes to Ultra Clean Express nearly 2 years ago. I keep requesting that the BBB direct these complaints to the new owners, but unfortunately they keep sending them to me. Sorry I cannot help you. Try looking up Ultra Clean. 

  Customer response

  06/06/2024

  there is no company under that name found. Fast and Friendly is on the business and also where my CC payments are charged to.

  Business response

  06/07/2024

  Sorry I cannot help you, I sold the business 2 years ago. You might let the BBB, as I have done. Thanks. 

• Initial Complaint

  05/25/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  December of 2023, made visit to Fast and Friendly car wash in ********, *******. Was told for a dollar more we could have free car washes for the rest of the month. We never used it again until this April 2024. Wife noticed recently we've been charged monthly for $19.99. Called to complain and request refund since they did not make it clear we were signing up for membership. They said they can cancel going forward but not credit us. We told them the person that did this gave us nothing to sign. Just took our credit card and hit some buttons on the screen going into gate. Noticed there are several complaints with this business for the same issue. This has to be a fraudulent issue.

  Business response

  05/26/2024

  In August of 2022, 3D Development & Holdings dba Fast and Friendly Carwash sold it's assets to Ultra Clean Express. We no longer longer own or operate the carwash in question here. I have informed the BBB on several occasions and requested that they update their records, yet they continue to direct complaints to me. I'm sorry for your inconvenience, but there is nothing I can do to resolve your issue as I have no affiliation with this business. 

   

  Customer response

  05/26/2024

   This complaint is for Fast and Friendly Express Car wash located at *******************************************. Are you stating that you do not represent this company at this location?

  Business response

  05/26/2024

  Thats correct. Ultra Clean express own the car wash. Youll want to reach out to them. 

• Initial Complaint

  04/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Around 4 weeks ago I went to Fast and Friendly car wash at ************************** , Just went in for a car wash that I`ve used for awhile, The attendant talked me into a $19.99 special of unlimited washes that was good for a month , I was OK with this and agreed , they charged my credit card and there was no problem ! I used it a couple of times again no problems ! A couple of days ago I went online to inquire how many days were left out of the month I purchased , The reply was I needed to open a ticket which is what I did. Next thing I know, my credit card was charged $26.99 for the next month of a supposed membership that I agreed to ! I never agreed to a membership nor would I .I e-mailed their corporate office and they stated that since I didn`t cancel my so called membership within 5 days of my anniversary date my card was charged this amount without my authorization ! This so called membership was not explained to me at the time of the purchase for a one month usage ! The corporate office stated that they will not refund my $26.99 and my so called membership has been canceled ! Not very good public relations if you ask me!

  Business response

  05/03/2024

  *****************, the BBB keeps sending me this email despite me informing them that 3D Development & Holdings llc sold all if it's assets (car washes) to Ultra Clean Intl back in August 2022. I'm sorry the BBB is not directing you to the new ownership group. My advice would be to look up Ultra Clean Intl and try to contact them directly or stop into the car wash and ask for a manager's contact information. Again, I no longer own these car washes and have informed the BBB of this many times. Good luck. 

  Matt 

  Business response

  06/14/2024

  Hello *******,

   

  My name is ****, and I am here to help! I am very sorry to hear about your frustrations with our car wash. I would love to give you a refund but I am unable to locate the account that you are referencing. It looks like you had a membership with us in 2023 but that is the only one that I can find. If you could please reach out to: ************************************************************* with:
  -Last four digits of the card being charged
  -The day of the transaction
  and I can get this resolved for you!

  Thank you for your patience,

  Maya

• Initial Complaint

  12/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On November 28, 2023 my credit card was charged $26.99. I wasn't at that business on that date or any day during the last month. I have not signed up for a monthly service.

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/26/23 at 8:35 am I attempted to get a car wash. The automated system didn't recognize me again, and this happens every month. I explained to the young lady that I was in a hurry as I had people to pick up from the airport and asked if she could offer a solution. She stated that if she gave me a free car wash she would have to do it for everyone. I never asked for a free car wash, I just wanted a solution. So I asked for the manager and ***** came over simply to berate me and yell over me "you're either renewing or you're leaving", "YOU'RE EITHER RENEWING OR YOU'RE LEAVING". I felt so hopeless and frustrated, I told him "but I just renewed 3 weeks ago" he said "there is no proof of that". This manager didn't check his computer, didn't review any logs, he just simply saw my complexion and my tattoos and ultimately called the cops on me while the young lady shouted from the kiosk "now you're inconveniencing all these people.....congratulations" all whilst clapping. I have never been so offended and made to feel so hopeless. Being in the fintech industry for 25 years, I can't help but feel that they are somehow double dipping, or making money somehow and making people renew every single month instead of having auto renew. Almost like they're getting some kind of jump on the interest by making folks renew even though they're not necessarily due.

  Business response

  11/03/2023

  Hello!

  My name is **** and I am here to help. First of all, we are so sorry that you have been going through these difficulties with ************* memberships and that you felt discriminated against, that was never our intention. As for an explanation of what happened, this site switched POS in May of this year, and our guests were not automatically transferred. Since May, you had not been charged for any washes that you received after numerous attempts to get your information on the new POS system. Efforts to get your information on new system ended with you being belligerent to the staff and blocking the pay station for 30 minutes.
  

  We sincerely apologize for the inconvenience, but we do not wish for you continue to utilize any of our car wash sites.
  
  Thank you,
  
  Maya

• Initial Complaint

  09/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ****** CARD CHARGED FOR MONTHLY CAR WASH WITHOUT MY CONSENT, UNABLE TO CONTACT THEM WRITTEN REQUEST GONE UNANSWERD

  Business response

  06/14/2024

  Hello ******,

  My name is ****, and I am here to help! I am sorry to hear about your frustrations with our car wash. I would love to get this resolved for you but I am having trouble locating your account. Could you please reach out to: ************************************************************* with:

  -The last four digits of the card being charged

  -The date of the transactions

  -The amount of the transactions

  With this information I will be able to get this squared away for you!

  Thanks,

  Maya

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I tried to down grade my membership on line and finally canceled my membership. My bank statement showed I was charged twice for a down grade and yet have no account on file with the car wash. I checked with the car wash and they could not help me. I tried on line to no avail. I tried the corporate phone listed on line and ******* told me it was a invalid no. I do not no what else to do. I just want my $40 back since I have no account. I cannot get anyone to talk to on the phone and their app isn't very helpful and their workers don't seem to be able to resolve problems. Please help. I just this straightened out. Thank you.

  Business response

  06/14/2024

  Hello *******,

   

  I am very sorry to hear about your frustrations with our car wash! My name is ****, and I am here to help! Please reach out to me at: ************************************************************* with:

  -The last four digits of the card being charged

  -The date of the transaction

  With this information I will be able to get this resolved for you.

  Have a great day,

  Maya

• Initial Complaint

  09/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was the 2nd person in to complain at the manager's office of the carwash credit card scam. When you use your credit card at this location for a carwash it signs you for monthly subscription. When you complain and want a refund of the unauthorized charges, the attendant uses you credit card , as you are told, to credit your account, BUT instead of a credit another charge is made to your card. The guy who was also complaining about the same subscription scam had been charged 5 times. This operation needs to be shut down.

  Business response

  06/14/2024

  Hey there,******!

  
  Thank you for taking the time to contact us regarding your ****************** my name is ****, and I am more than happy to help!  

  
  We received your request, but our system was not able to locate your account with the information provided; dont worry! We have more ways to locate your account and process your request, but please reach out to to this email: ************************************************************* with the following:  

  
  An alternative phone number (if applicable)  
  The last 4 digits of the Credit Card used for payment. 
  The date and amount of the most recent transaction.  
  Once the above information is received, we will be happy to process your request!  
  Thank you,

  Maya

  
  

  Customer response

  06/20/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. BUT it should be noted Fast & Friendly wants me to provide my private and personal information to resolve, I will take the matter up with F&Frendly and my credit card company. I do appreciate BBB involvement. Fast & Friendly did provide the name of a contact person: **** in response to my complaint a person who's name I otherwise was unable to get from FF in the 1st place.
  
  Regards,
  
  *************************
  
   
  

*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. ↩