Complaints

• Initial Complaint

  12/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I initially signed up 8 years ago for ***** for unlimited washes at the ******** location.There was only one stipulation. Unlimited washes for as long as I was the owner of the car, the plan could not be transferred.Reviewing my credit card statement it showed that Classic Car Wash arbitrarily increased the subscription from the original ***** to *****. Then from ***** to 34.99.Classic Car wash never provided any notification or consent.I called their *************************** and spoke to someone named ******, who admitted that the rate was increased without consent and would not provide any type of relief. This individual could not provide any documentation or reason for the increase.

  Business response

  12/23/2024

  Hi ****,

  I have taken a look into this situation and it seems like you already spoke with someone from our team. It looks like they were able to get you back on the $19.99 and gave you two full service washes for the trouble. Let me know if there was any other issues you had.

  Best,

  **** *****

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I subscribed to a monthly car wash service at Classic Cars Wash for $12.99 per month. However, without any prior notification or communication, the company increased the charge to $24.99 and charged me this amount on September 4, 2024.Upon noticing the unauthorized charge, I called Classic Cars Wash on September 5, 2024, to express my concern and request a cancellation of my subscription due to the unapproved increase. The customer representative I spoke with agreed to process a refund and assured me that I would receive the refund by September 12, 2024.However, when I followed up with them on September 13, 2024, I was informed that my refund had been rejected, and the representative claimed there was nothing more they could do. This change in their response and the handling of my case strikes me as dishonest and fraudulent, as I did not authorize this price increase, and they initially promised a refund.I am submitting this complaint because I believe Classic Cars Wash engaged in deceptive business practices by raising the subscription fee without informing their customers and then failing to honor their promise of a refund.

• Initial Complaint

  03/15/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  When I first subscribed to their "Fast Pass" it was presented as a deal where you buy a full service car wash for $44.98/month and receive unlimited drive-thru washes - cancel any time, no other details provided in person or on their website. I wasn't using the full-service wash every month but the front desk people were able to use my previous months. When I asked the front desk people at the Lark location what happens to my accumulated washes if I cancel, they told me I could continue to use them since I already paid for them - I asked this on two different occasions, months apart. I kept forgetting to cancel until recently. I sent an email on March 1st (2024) with my information and requesting to cancel. I received a follow up voicemail saying I had accumulated 13 full-service washes that could only be used if my account was active but they could "get me a lower lower rate, which would be $14.99, that way you still have access to the unlimited exterior while you catch up on those". I called back and spoke with someone to confirm the monthly charges would not continue and ask why I had to pay more if I was told I could still use my accumulated full-service washes after I had cancelled. The guy I spoke with said that's their policy and I would need to pay $12.99/month to have access to my washes I had already paid for (13 washes at $44.98 = $584.74). This "policy" was not explained to me prior to this conversation and is not anywhere on their website. The front desk people at the Lark carwash facility apparently didn't even know about this "policy" as they told me the opposite. To remedy this situation, I would like for them to provide me access to the washes I already paid for but have yet to use without any additional fees.

  Business response

  03/22/2024

  Hi ********,

  I apologize you were given conflicting information about your wash credits. Our member services staff was correct that normally the unused washes wouldn't be able to be used while the account is inactive. The contract on sign up for the ******** Package mentions that the monthly credit can't be accumulated, but at our discretion we can allow it to accumulate as long as the membership is active. This is why we ended up creating that lower $14.99 plan for guests who still want to use those credits but also get a discounted rate for exterior in the meantime. Though, since you have been a member with us for a while I have gone ahead and left a note on your account that you can use your saved washes despite being inactive. So you can just give your number like normal to the cashier and they will see it. If you ever have any issues trying to use it, please reach out to ******************************* and we will help get it sorted out.

  Best,

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

  Classic Car Wash

  Customer response

  03/24/2024

   
  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

  10/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for a monthly wash service where the car wash bills my credit card monthly and I get to have my car washed 1 time per month for the billed monthly fee. But a year later I now discover that despite asking me for my phone number at check out and putting a special sticker on my car to identify it as part of the monthly plan, the car wash did NOT provide me with a free wash but rather charged my card an additional fee for the monthly wash at least 7 times! This basically means I double paid for 7 washes! I don't have the exact amount of this scam but they know and told me that I was charged at least 7 times over the past year.

  Business response

  10/27/2023

  Hi *******,

  I took a look at your account to see what was happening and there may be some confusion. It looks like you have been on the ******** Package plan as you described. Which includes unlimited exterior washes and one full service Ultimate wash per month. The **** sticker is so you are able to drive up to the exterior lane and redeem your exterior washes. The full service wash is redeemed from your phone number when you go to pay at the cashier area. I can see in your history that you have redeemed several full service washes at the cashier this year, and there are also records of you visiting the exterior lane with your sticker. I am not sure what service you are saying you weren't provided when we have records of you redeeming both.

  Best,

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

  Customer response

  10/27/2023

   
  Complaint: 20754834
  
  I am rejecting this response because my issue is with having to pay for an interior wash when I already paid for one through the monthly service. If you check your records you will see that at least 7 times I was charged for an internal wash (in addition to paying my monthly fee) because the front desk clerk either didnt ask me my phone number or didnt apply my monthly membership properly. I should not have had to pay twice just because I signed up for your program. Its your job if you run a legitimate and reputable business to make sure I am not charged twice. If you look at the records you will see that in the months that you charged me for an internal wash, I only got my car washed 1 time and that therefore that wash should have been part of the program. I demand a full return of all fees I paid for washes while I was on the program. 
  Sincerely,
  
  ***************************

  Business response

  11/02/2023

  Hi *******,

  I apologize if there was any confusion on how to redeem your full service voucher each time. Unfortunately, it is impossible for our cashiers to automatically know which guest wants to pay for their wash by using their voucher unless they are specifically told and given the guest's phone number to redeem it on the ticket. Additionally, we only have records of the times you did come in and redeem a voucher or visited the exterior lane because that creates a record under your account. So if there was other times you visited and did not give your phone number that wouldn't show under your account so I have no record of that. If you happen to have any receipts from those times you did pay for a full service wash and didn't redeem your voucher, I would be happy to look into them and refund any that you still have available vouchers. Feel free to attach those receipts either through here or you can email them to ******************************* and we can proceed with that.

  Best,

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

  Customer response

  11/05/2023

   
  Complaint: 20754834
  
  I am rejecting this response because your cashiers should have been trained to ask patrons if they were on the monthly service and to ask for their phone number. 
  I have several different credit cards I use so it is difficult for me to know which card I might have paid with when I paid for services I should not have. When I spoke with your finance team they indicated that there were 7 times I paid for an additional car wash so they must have some information that you are not claiming to have. At a minimum you should be able to give me the last 4 digits of any card of mine you have on file. My phone is ************. 
  
  Sincerely,
  
  ***************************

  Business response

  11/29/2023

  While our cashiers may not ask every time, our sales advisors at the full service line will usually ask if the guest is a ******** Package member and if they're going to get an Ultimate wash. They will then scan your RFID barcode and link the ticket to make the process easier. As for the records, we are able to search by last 4 of credit card but with how many other credit cards share the same last 4 it would be impossible for us to know who was getting charged on single time tickets.

  The last credit card we had on file before it expired was last four '3819'. I also see on your last voucher redeems that you used a '1000' ending credit card to leave a tip if that helps at all finding any receipts. If you do find receipts, please reach out to us with them to ******************************* and we can proceed.

  Best,

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

  Classic Car Wash.

• Initial Complaint

  09/27/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  This business committed to refunding me my $44.98 for a monthly car wash service. I received the refund after 27 days of correspondence by going in to have it transferred back on my card. I was assured the account is closed and no further charges would be applied. The next day this business charged the same amount onto my credit card with no services rendered. They are stealing from me.

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the car wash today as a returned customer. Something went wrong in the wash and my driver side mirror was torn off completely along with the windshield cracked half way. There was another customer before me with the same issue but his mirro did not break off like mine and his windshield did not crack. I took down his phone number.A manager came out to meet with me and the first person told me the windshield is not their fault because I came with it cracked. I told him thats not the case and I would not drive my four year old into a car wash with a broken windshield. I told him while I understand he is doing his job I have a position to stand and that is to not accept his theory of me having a cracked windshield at arrival especially when no one has seen the video to tell me what happened. Quickly after that two more managers came out and proceeded to apologize for the mirror and they will take care of me but sorry that the windshield was something I came with.I became upset and said I will appreciate that they give me facts and not theory of the issue and demanded to see a video of what happened. One manager went back to the office for quite a long time ***** mins or so and then returned to say that the video is available. At that time my four year had fallen asleep so I told them we will wait for her or they can send me the video. One manager said that I am arguing with him and talking over him when hes trying to help. I told him that hes telling me something I dont agree with so it going to seem like we are arguing. I just dont accept this. I told him we need to see gel this or I wont be leaving until I see the video. He replied you will eventually have to.They sent me a video of the incident which does not show show any cracks. They refused to take responsibility for this windshield which is $1500 to fix and gave me a paper to call back when I have the side mirror fixed and they will pay for it. I will now have to take time off work to do this.

  Business response

  10/02/2023

  Hi,

  We have looked further into this situation and got clarification on what happened. Based on the video tapes that we have sent to the guest there seems to be two separate issues that happened. It seems the guest originally drove into the location with windshield with a stone chip in the window that can be seen in the videos provided. Then during the wash there was an incident where the brush got stuck on the side mirror and damaged it. Our manager's recognized that is was our responsibility for the damage so we agreed to pay for the damage and provided the guest with all details. Meanwhile the damaged windshield with the stone chip got further spread unrelated to the side mirror. Because the video tapes showed that the vehicle already had this fracture arriving and washing then is something we would not be held at fault for. As mentioned previously, we have provided the guest with all video recording showing all this information so there is nothing else we can do.

  Best,

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

  Classic Car Wash

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have been trying to cancel my fast pass for over 6 months now. I have left many voicemail messages and emails. NO RESPONSE. They continue to charge $29.99 during this time. Why is it so difficult to have a recurring charge discontinued?! No response and than seeing my card charged after months of trying to discontinue.

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On August 13, 2023 at 5:03 I took my *** ****** sienna 2017 to Classic car wash located on ******* Express ************ ***** for wash. At the time of hand over my car, the windshield of *** was perfect fine without any crack. After the *** washed and dried up and called me that car is ready. & as soon as I left the car wash right a way I noticed something on the windshield. I thought it is water when I used the wiper to clear the windshield it didn't go away, then I realized that it is not water, but a crack in two direction, so I went back to the car wash and called on manger on duty & came & checked and filed a form and told me that the senior manger will call me. After 3 days he didn't call and then I called and talked to *********************** *************. Now he is not accepting the fault and not cooperating to replace the windshield of my ***. I am kindly requesting to help in this regard so they can fix the windshield of my ***. Your help and support will be greatly appreciated.

• Initial Complaint

  08/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  "******************* subscription was cancelled but charges are still showing up on my credit card balance. I called the business multiple times and they said they'll get back to me, but nothing happened. I never got a call back. Worst, I don't live near the carwash so I can't go and talk to anyone in person.I want my membership cancelled immediately. My credit card number is *******************.

  Business response

  08/16/2023

  Hi ****,

  I took a look at your account and see that you signed up on 8/05/23 and then was canceled this week. Meaning you never received a second charge and you are fully cancelled so you won't in the future. It was also under a card ending with 9470. The card you provided has never received any charges from us.

  Best,

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

• Initial Complaint

  07/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This business does not cancel memberships as requested. The monthly subscription required me to call a number to request a cancellation. The number leads to a mailbox. I have left a voicemail, as required, but they have still continued to charge me for a membership. I called the location who said they have no control over cancellations. There is no main office and no one to speak to about cancelling. I have done everything that I could to cancel. Yet they still charge me.

  Business response

  07/03/2023

  Hi *******,

  I would like to apologize we were not able to cancel you before your next recharge went through. I have made sure your account is cancelled so you will not be getting charged again in the future. I have also refunded you $44.98 for your last charge which you should receive in your bank in 3-5 business days. If you have any other questions or concerns please reach out to ******************************* and we will be able to help.

  Best,

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

  Classic Car Wash

*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. ↩