Complaints

• Initial Complaint

  03/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I cancelled my service on March 10, 2024. My bank transaction was dated March 11. The attendant told me I had until the March 12th to utilize the car wash before it expired. He told me he had credited the $51.84 to my account. I emailed Julia from the business and she refuses to refund my money stating that I should have cancelled before or on March 9th. I did not sign the receipt.

  Customer response

  03/14/2024

  I have tried to negotiate with them in reference to their employee who gave me the wrong information. He told me and my husband that our membership was canceled and a full refund would be rewarded to my account. He said the last day to use the car wash was March 12. The burden is on them. If I had known that it expired on March 9th I would have never used the service to wash my car on March 10. This really isn’t a full 30 days. Julia has been adamant about not giving me a full refund because I used the car wash 1 day. Her employees are incompetent. 

• Initial Complaint

  12/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  ******* ***** ** ******** ** ******* ** ***** *******.*****.************ ********** 12-10-2023 Subject: Formal Complaint Against Splash Car Wash - Billing Errors and Unauthorized Charges Dear Better Business Bureau, I am writing to bring to your attention a series of issues I have encountered with Splash Car Wash, which have left me dissatisfied and seeking resolution through your esteemed organization. The details of my concerns are outlined below: On May 10th, 2023, I enrolled in Splash Car Wash's service, agreeing to a monthly fee of $21.60. Contrary to the agreed-upon terms, I have consistently been charged $36.71 each month from June 10th to December 9th, 2023. This unauthorized overcharge of $15.11 per month has persisted for a total of seven months. On October 19th, 2023, I communicated with a representative from Splash Car Wash to request the cancellation of my service. During this conversation, I was assured that not only would my service be terminated but also that I would be refunded for the incorrect charge of $36.71 for the month of October. Despite the assurance of cancellation, I was charged again on November 10th and December 9th, 2023, for $36.71 each time. This demonstrates a failure on Splash Car Wash's part to fulfill their commitment to cancel my service as previously agreed upon. In light of these issues, I am seeking the following resolution: a. A full refund for the entire service period from May until December 2023, considering the unauthorized charges and the failure to cancel the service as promised. I have attempted to resolve these matters directly with Splash Car Wash, but my efforts have been unproductive, and the issues persist. I appreciate your attention to this matter and kindly request your intervention to facilitate a prompt and satisfactory resolution. Thank you for your assistance. Sincerely, ******* *****

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  09/23/23 7:27 pm I pay $75 for a monthly carwash service that is supposed to be open until 8:00 pm on Saturdays. When I got to the carwash it was open both in the exterior wash as well as the interior cleaning bay were vithe open. By the time I ran my car thru the exterior wash the employees on duty closed the interior cleaning bay. This was at 7:26 pm. They knew I was there having my exterior done and closed the interior cleaning bay. I feel that since I was there more than 30 minutes before closing, the bay was open when I began my exterior wash (so they couldnt have closed the door more than a minute or two at most), they refused to clean my interior, and that I pay $75 per month for this service that I am due at least a formal apology from management or a one month credit for my monthly service fee of $75 becausr they broke their contract. They should not have closed the interior cleaning bay with a customer still in the exterior wash. I believe they hurried up and closed the bay making sure they didn't have to clean my car.

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The company car wash broke off a piece of my car. The Manager at the location immediately blamed me for the problem after one of the workers told me its a problem that commonly occurs. I have called 3/4 times to get in touch with someone about my claim/report I made with them, i always get told i will get a call back and never do. I have now emailed them 2 days ago with no response as well. They refuse to take accountability for the damage they have done to my car. They responded to my bad review i left on their website and told me to call and email them and I have with no response. It has been almost a Month since the incident and they have yet to take accountability for the damage they caused to my property. If you look through their reviews online it looks like I am not the only customer they have tried to gas light into thinking they did not break their vehicle. There is a pattern of gas lighting and no accountability at this chain.

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Went to Splash car wash on 8/16/2023 with my ***** ***** ** 2013. Business opened on previous Saturday. The intake guy was very nice talked to me about a monthly subscription. Didn’t indicate any possible issues. I went thru and it was extremely powerful. When I came out A rubber strip from top of my car was hanging off to opposite side of car. Gooey glob stuck on Side of car, wax dots stuck to my car. Hairline scratches that weren’t there before and paint fade spots round ones not previously there. A young man went and got manager and his response was your car is old what did you expect? I said you should have sign posted warning Powerful possible issues and let consumer decide. He said common sense we can’t inspect every car. He said guess your not listening to me. Told me to take some place to have hand wash and waxed he couldn’t help me. I take very good care of my car and I am very upset.

• Initial Complaint

  08/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Beginning on June 28, 2023, I have been contacting Splash Car wash to have my Unlimited Wash pass cancelled as I no longer use that location. Communication started as an email to the customer service department, as it was stated to do via the website. When I did not hear back from them, I contacted them again, this time via text message (this was done after calling the number provided on the website). On July 10, 2023, I was charged again on my credit card, which prompted me to call them. I was told via text that my membership should have been cancelled and not charged again to my credit card. I was told that my Wash pass would be cancelled at that time, and if they could not remove the pending charge, a refund would be sent to me. I provided my address for them to mail the check to. On August 12, 2023 my credit card was charged again. I contacted Splash car wash again, asking why it was not cancelled. This time I spoke to someone who said she saw the previous notes in the system and it should not have been charged to my card again, and a refund should have been sent. I was told she put a note in for both months to be refunded and charges stopped. As of today, August 15, 2023, my Wash pass is still not cancelled, no refunds have been issued. The person I spoke to today told me to go to the location and cancel. This will do nothing to get back the previous months and this months charges back. She put yet another note into to the system for refunds to be issued and membership cancelled. My wash pass barcode number is: ************. All communication that I have had with them is linked to my phone number ###-###-#### and my email. I will be going to the Splash Car wash to have them cancel my membership this weekend. This however will probably not get my money back for July and August. Hopefully it will get it cancelled, if not I will be contacting my credit card company to stop payment. I would like my $36.71 times 2 refunded and my pass cancelled.

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Subject: Request for Refund Due to Unprofessional Conduct and Service Denial Dear Better Business Bureau, I am writing to lodge a formal complaint against Splash Car Wash after enduring a series of regrettable experiences. For over a year, I have been a faithful customer, holding an active unlimited car wash pass. Initially, my concern was with their inconsistent pricing and overcharging tactics. Their terms of service seemed to shift without warning, causing confusion and distrust. However, the situation has escalated far beyond pricing issues. Following a negative review I posted about my experiences, I was met with a shocking level of hostility during my next visit. A staff member named Oscar confronted me aggressively about the review, resorting to curses and baseless accusations. To add insult to injury, they denied me the service I had already paid for, refusing to wash my car due to my negative review. This is not only a clear breach of our agreement but also a demonstration of appalling customer service and a disregard for the principles of fair trade. Given this deeply unpleasant experience and the denial of services I paid for, I am requesting a full refund for the past year of service from Splash Car Wash. This sort of behavior towards customers is unacceptable and goes against the ethos of respectful customer-business relationships. Thank you for your time and attention to this matter. Best Regards,

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 4/15/23 My car was damaged inside the car wash track. Towards the end of the wash (while my car was in neutral the track pulled my car backwards resulting my rear bumper getting hit by the vehicle behind me. I filled out an incident report on the day of and was assured by the attendant I would hear back from regional management in 48 hours, this never happened. I have reached out over 4 times to their customer service department to get my reimbursement submitted. All the way up to today 5/31/23. They have only called once on 5/10 Shawn to receive my estimate of damages which they never left a call back number or email to receive it. Throughout this entire process they led me to believe they would be reimbursing me I have the email response / voicemail transcript to prove it. But, today (5/31/23) when I called to again follow up on my 5/24th and 5/18th call they said that they would not reimburse me because they were not at fault which is not true. Both me and the other driver were inside the car wash in neutral on the track its not like we can move out of the way or anything. And further more never let me know of this decision and they said this update was given 5/19 . I as the customer have no access to the video footage but I filled out an incident report the day of, took pictures, got them my insurance estimate $791.25, and they have done nothing but give me the run around I felt like I had no choice but to make my complaint public to get this resolved.

• Initial Complaint

  04/28/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I signed up for the unlimited washes, when I did I told the employee that my payment date needed to be on the 4th of the month and was reassured that it wouldn't be a problem. When I found out that they were taking the payment out on the 2nd which in turn caused my account to overdraft. I've tried to call and resolve this with them and was told EVERYTIME that someone would contact me within 48hrs, no one has EVER got in touch with me. I want my money back because of THEIR INCOMPETENCE , I feel that they don't back what their own employees reassure the customer. They've caused my account to go over twice, so it an extra $70 which I don't have. I do want my money back

• Initial Complaint

  02/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Signed up for agreement for unlimited carwash for $9.00 a month. On 1/6/22. Specifically asked the attendant if it was a limited time deal, was told no it was $9 until I cancel. Agreement paper clearly shows the ongoing price to be $9. I signed up for two agreements for two vehicles. On 2/8/22 I saw that $21.26 was withdrawn from the two bank accounts associated with the agreements. Contacted Splash at the number on the agreement and was told that the ongoing price is 19.99 plus tax per agreement. Informed them that is not what I agreed to and requested I be refunded and cancel the agreements. They said they will cancel the agreement but will not refund because I had used the carwash during the month. I did use the carwash, but it was under the agreement of $9 a month. Therefore I should be refunded the difference of $24.52 for two agreement plans from the $42.52 they withdrew from accounts. I must stress that nowhere did it say it was a one month deal price, and the employee stressed it was an ongoing price, and my agreement indicates same.

  Business response

  02/28/2022

  We have already agreed to refund the amounts asked for in this complaint.  The refunds are in process and we had considered this matter handled.

*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. ↩