Complaints

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On September 2nd around 10:00-11:00 AM, I went through the Finish Line Car Wash (utilizing my membership). My car was damaged during the car wash. The car wash ripped off my mirror and scratched up my 2024 Toyota Tacoma SR5. A report was made with the employee on site and I was instructed via email to seek out 2 estimates from body shops to fix the vehicle. Both estimates were turned in and I was instructed via email that ***** **** ********* would contact me for repair of my vehicle and that Finish Line would handle the cost of repairs and reimburse me for the cost of the rental vehicle. The vehicle was dropped off on September 30th as arranged with ***** **** *********. Finish Line Car Wash representatives had made arrangements and asked questions prior to drop off to ensure payment policies were understood. The vehicle was completed and ready to be picked up on 10/18. As of 10/30, no payment had been made to ***** **** ********* and I have spent $2003.02 out of pocket on a rental vehicle that I'm supposed to be reimbursed for. No contact has been made from the individuals at Finish Line to myself regarding an actual estimated date for the check or any concrete information, despite being asked multiple times.

  Business response

  12/09/2024

  We have reached out to Ms **** to send in the receipt for the rental to be reimbursed.  We have paid for the repairs to the vehicle but did not have record of any amount for rental fees. 

  Customer response

  12/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 

  Finally received the check in the mail for this on Thursday last week. 

  Odd, that the company supposedly doesn't have record of that, nor do they have record of the rental amount that they paid. Sounds like poor management and accounting. Not shocked though. We can close the complaint. I definitely won't be using their services again due to their poor customer service and communication skills. 

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

• Initial Complaint

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased one wash and was unknowingly signed up for a membership! I noticed the charges on my credit card and have been calling for two months leaving messages because they WON'T answer the phone. They never call back and they never answer the phone.

• Initial Complaint

  11/22/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am a member of this car wash and have been for years, I pay monthly to go as often as I like, and I do go often, I’ve never had any problems with my car before, on November 10, 2023 me and my boyfriend decided to run through the wash cause my car was pretty dirty, as soon as we pulled in I knew something was wrong, it was violently jerking my car from side to side, I go there enough to know this is not normal, my boyfriend asked is it always this rough and I said no absolutely not! I told him I definitely need to check my car when I get out, I never expected to see what I saw, it had completely ripped my front bumper off, it was hanging on the ground, it had stripped all the holes that the clips go in to keep it on, I even have a little rip in the passenger side of the bumper, I was horrified, we immediately got the attendant and they said they can start an insurance claim, they took pictures of my vehicle and said they would do an investigation by watching the cameras, a week later I get an email of them telling me they won’t fix my vehicle claiming it was already damaged before I came to the wash, I have pictures of my vehicle and it was perfect and their cameras would show my car was perfect before pulling in there, I have asked for a copy of the video footage they won’t even respond, I had to go to another location to try and cancel my membership since I can’t use it, my bumper is literally duck taped on at the moment, and the attendant there even told me they have been having a lot of problems with that location! I really want them to fix my bumper, what they did to me is not okay! I have been a loyal customer for years and this is awful!

• Initial Complaint

  05/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Went through the car wash on3/28/23@ 4:13. They waved me in and once I got in I heard two thumps on bottom of my truck. Truck continued on until the end. The light said go but I just spun the tires. Got out and saw something pressed up against my running board. Got back in and tried to move but nothing. By this time the truck behind me was running into my truck and the next two cars all hitting. Got out and an employee came in and saw something pressed up against my running board bracket. He went and got a giant crowbar and tried to release my truck but it didn’t. He tried again and I started pushing up on my truck door frame and it finally released. He said he thought my truck had enough clearance or he wouldn’t have let me in. Pulled out to look at the damage and saw the running board damaged and my bracket bent. Nobody ever came out to check on me. Went home and had my son come out and look. He used to work at Mikes car wash and he said go back and file a damage claim so I did. They said someone would get back with me in 5-7 business days. It is now may 27 and nothing. I have contacted their support team back in April and they said they would send my information to the district manager and still nothing. My running board are ford factory and cost $540 plus tax and $175 to install. You can only buy them as a set. I have a 2016 ford f150 with 38000 miles at that time and take care of it.

• Initial Complaint

  04/19/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  The following happened in 4/17/23. I immediately contacted customer service as directed by the person working. I had a previous monthly membership that was a pain to cancel. Recently I used the facility again for the first time in over a yr. I inserted my card and removed it, as prompted by the screen. After this the scanner read my old, deactivated to my knowledge, tag. Apparently because my card had already been read this automatically restarted my membership at $35 a month. Customer service refuses to refund my unused plan because, and this is a direct quote from customer service, "I cannot issue a refund on this to my understanding there is a sign on the kiosk as well it states not to insert your payment card until you were on the screen with the wash that you're wanting and it does come up on the kiosk if you'd like to reactivate your membership you have to select no purchase single wash if you just put your card in it will take that as a yes I do want to reactivate my membership so I'm unable to issue a refund on this charge." There is no sign. I looked. Nor did the young man working refer to the sign. The young man at the car wash was very aware that there is a problem. He said it happens frequently. Why is it not prompting you to verify that you want to renew. It’s very deceiving and I believe it to be intentional.

• Initial Complaint

  03/27/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I took my 2019 Acura MDX into Finish Line Car Wash, Evansville. The heavy cloth caught the wiper blade and damaged the wiper motor. I spoke to the manager and he said I would be reimbursed for damages. This was October 2022. My wife and I have called so many times!!! We just keep being told it will be forwarded to the Incident Department and they will contact you. NOTHING! My wife spoke to District Manager (***** ******) in February and he said a check for $100.23 (cost of new wiper motor) was mailed to us in December. When he read back the address, they had put the correct street address, wrong city!!! We would please just like our MONEY! This is ridiculous! They said the check has to come from Atlanta. You name it - we've been told it!!!

• Initial Complaint

  10/03/2022

  Complaint Type:

  Product Issues

  Status:

  BBB unable to locate business

  More info

  I was a customer with reaccoring monthly charge of $17.99 at finish line car wash. I cancelled my monthly service with finish line car wash on july24, 2022 by calling the finish line evansville office. I was told that my monthly fee would be cancelled. On July 28 I was charged the $17.99 monthly fee so I called the local Evansville office @XXX-XXX-XXXX to let them know that I was charged for the monthly fee of $17.99. they took my credit card info and said they would refund me the money within 7-10 days. Still no refund. I called the evansville office on 9/23/22 and spoke with make an letting her know that I never received a refund for July charge of $17.99. she said something went wrong and the debit card wouldn't except the refund. She said someone tryed to call me but I never received a call or voice mail. She said she would be happy to send the request back through to accounting and took my credit card info again. I was told the refund would take 7-10 business days. I still haven't received my refund from July. I'm tired of dealing with this company and want my refund asap. ***** ********

  Business response

  11/08/2022

  Business Response The bookkeeping department has processed the refund for this customer. It may take 7 to 10 business days before shown back in the account. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) They have told me this on two different dates. As per my complaint letter. This has not been taken care of or I would of received a refund. It doesn't take 2 1/2 months to refund a customer when it was there mistake from the July charge. I want proof when this has been done check # and a date .thanks ***** ********

• Initial Complaint

  08/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I had a monthly membership with this business for $24.99 for unlimited car washes. I wasn't using it very much as it was out of the way so I called the office and cancelled. My credit car is paid automatically and the total of this card is always below $200 so I wasn't watching it. I logged in just to check it out and found not only was I still being billed, I was being billed for 2 services! One for now $29.99 and another for $34.99 since May, so I was billed these totals 4x. I filed a dispute with my credit card for these charges and the card has been cancelled. I was billed the $24.99 from December through April (5x). I called the company and spoke to ****** who said I had cancelled in and hadn't been billed since December though I can clearly see that I have been paying monthly. She claims that since I filed a dispute with my credit card, there is nothing on their end they can do and I will need to resolve it with my bank. That MAY get me the first charges I mentioned but not the charges from December through April. As I calculate, the company owes me $384.87 for charges AFTER I cancelled my membership at the beginning of December.

  Business response

  10/24/2022

  Business Response The membership XXXXXXXXXXXX provided from the call on 12/3/2021 was cancelled at that time and reactivated on 5/1/2022 and not cancelled until the call on 8/15 when she called to cancel. Customer had a second account that was never cancelled or referenced through the calls when requesting to cancel the membership she gave the number for. Terms + Conditions This membership is a monthly automatic charge on the numerical date in which the membership was signed up. In the event the customer wishes to cancel the Unlimited Wash Club Membership, cancellation must be submitted online or by calling our Customer Success Center at (XXX) XXX-XXXX. Please allow a minimum of 7 days before the next billing date to process the cancellation of the membership. In the event changes are made to the membership after the billing date, there will be no refunds for partial months or nonusage of an Unlimited Wash Club Membership. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I never had 2 memberships for their services. I only drive one car so wouldn't need another one. I never voluntarily renewed the membership on May 1. I think I went through the car wash once and if the service was renewed at that time, that was on their end, not mine. They could easily check their records and see that in that 8 months, I probably only had my car washed there once and it was likely on May 1. I NEVER spoke to anyone about renewing the membership. And how in the world they stuck me with 2 memberships is absolutely beyond me. This company obviously has unethical business practices.

*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. ↩