Complaints

• Initial Complaint

  01/06/2025

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have been a Modwash customer for almost 2 years. No issues with the wash. I have had multiple billing issues over that 2 years and several times my service was interrupted. I have always had 2 vehicles on my accounts. On 12/31 my Honda account was inactive and I drove thru and reactivated it and upgraded it to their premier service. That was 44.99 and I was told I would get a 20 percent discount and my card would only be charged 35.99. But I was,in fact, charged 44.99. My account was at that point (today) showing inactive. The manager (???) Said he was applying that 44.99 back to a month early last year. There had never been anything about that mentioned in the past. So he said I was not getting a refund , a discount, nor a wash. So, I guess he showed me. His math skills could use some work, though. Apparently he thinks $44 is more valuable than a good long- term customer spending $900+ a year. At this point I'd expect my 44.99 back on my card, and me and modwash can replace each other. I know they are not BBB affiliated and based on the reviews I just looked thru I can see why.

• Initial Complaint

  12/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Mod Wash in Cherry Hill NJ scammed me out of my $21.31 for months now. I learned today, that an employee at this location to switch information in their system and resulting in someone name ****** ***** plate/account number ******, being on my account instead of me. I have never heard of this name and do not know anyone with this name. They switch names and plate numbers, so this man has been receiving free washes on me and when i went to get a wash today, they said i did not even have account, which i was just recently charged for the new month. This guy ****** and whomever he knew at this location allowed this theft to be done, and i need this company to rectify this or i will have to file a policy report for theft by deception by this company for allowing this to happen.

• Initial Complaint

  12/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I washed my vehicle at the facility one time and used my credit card. I was not informed that the card would be charged monthly, but the company card my card unauthorized and would not refund my money even though no service was provided.

• Initial Complaint

  12/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Basically I purchased and car wash (MOD carwash)which I was only getting bacis wash $10.00)young lady told me if I pay $17.00 I can use membership for the month never did she say well continue to charge it card monthly afterwards for $30.00 .the was in October I used the wash three times before tht month was over the came December they charged my card and I haven't even used the wash because the was up.i goes to call no answer I got to location they said they can only contact DM with my name and number.after waiting and week for return call I sent an email another week goes by now I'm going back to the location and they manger says she's not allowed to give any information other then us customers goin to web/ customer service number which has no live person and even if u email there no return follow up that's just really disrespectful and on sum scamming bull.

• Initial Complaint

  12/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I went to this carwash to purchase a 1 time carwash for $28 on Oct. 12th. I subsequently have been charged $49.99, November 12th and $49.99, December 12th to my credit card. I suspect the employee working there must have signed me up for a recurrent charge which I did not authorize. I do not live in SC and would not sign up for a recurring charge for a car wash located there. I believe this is fraud. I have also disputed the charges with my credit card company. I reside in CO.

• Initial Complaint

  12/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/16/2024, I visited the ModWash location in Moon Township, expecting to have my car washed as per the advertised operating hours on their website. The website clearly states that the business is open every day until 7:00 p.m. However, upon arrival, I discovered the facility was closed. There was no indication on their website, phone system, or any other form of communication stating that the business would be closing early on this particular day. This lack of notice resulted in me wasting a significant amount of time and expensive gas traveling to the location, only to find it unavailable. I am a paying customer with an unlimited car wash membership, and I have an expectation that the business operates in alignment with its advertised hours. If circumstances require an early closure, it is only reasonable for the business to provide a clear and timely notification to its customers, whether through website updates, phone system messages, or other effective means. As a loyal customer with an unlimited car wash membership, I expect ModWash to adopt better business practices. This experience reflects poorly on the reliability and professionalism of ModWash. I request the Better Business Bureau's assistance in ensuring ModWash addresses these concerns and prevents similar incidents in the future.

  Business response

  12/17/2024

  Thank you for reaching out to ModWash! We sincerely apologize for any inconvenience you may have experienced. Your feedback is incredibly important to us, and we are currently investigating the incident.

  
  We understand that your time is valuable, and we take this matter very seriously. To ensure your concerns are addressed thoroughly, we would like to arrange for a member of our management team to give you a call within the next 24 hours.

  During this call, we will provide an explanation of the situation and share the steps we are taking to prevent a similar occurrence in the future.
  

  We truly appreciate your understanding and patience.

   

   

  All the best,

  ModWash 

• Initial Complaint

  12/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On May 7, 2024, I went to ModWash. I was offered a one-month discount on a subscription price. I declined and asked for the $11 one-time wash. I was not given a receipt. Since that $11 charge on May 7th, I have been charged an additional $21.39 ($19.99 + 7% sales tax) on the 7th of every month, totaling $149.73 over the last seven months for a subscription plan that I explicitly declined. I just found out about these charges on December 8th, 2024. ModWash's charges are processed on bank statements as the location name, with no mention of "ModWash." I tried emailing first. I did not receive a response from the company, so I tried calling. The phone representative said they could only refund me for two months because that is their refund policy. I explained to them that, legally, I am not subject to any refund policy because I never agreed to this subscription and had no notice of it. The phone representative said I should email them for assistance. I told her I already emailed them, and she said she would note that I needed further assistance via email. After waiting another three days, I sent another follow-up email requesting a refund of the additional $106.95 for the 5 months I wasn't refunded for. ModWash said I received a text message upon enrolling in the subscription, and refused to refund me under their policy. I NEVER got a text message, or any communication, about being enrolled in this subscription, which I did not consent to. ModWash refuses to me because I didn't bring this to their attention sooner. If I had received a text message about this subscription, I would have immediately contacted ModWash to cancel. I never received any text message or any other notification telling me that I was signed up for this service. I just learned of the charges less than a week ago. ModWash can clearly see in my account I never used this subscription. Per the FTC, it is illegal to subject customers to recurring charges without their consent, which I never provided.

  Business response

  12/17/2024

  Thank you for contacting ModWash! We sincerely apologize for any inconvenience this may have caused. After reviewing your account, we see that you provided your name, phone number, email address, license plate, and credit/debit card details during the membership enrollment. Upon registration, you were sent both a text message and an email to ******************** confirming your enrollment.

  
  It is important to note that we did notify you of the membership you were enrolled in, and we sent a receipt seven times confirming that the payment had been processed. At any point, you could have contacted us to cancel the membership if needed. As a gesture of goodwill, we have already refunded the last 60 days of charges, and we are willing to offer the additional 5 months in the form of wash credits.

  
  We appreciate your understanding in this matter and are happy to assist you further if you have any additional questions.

  Please see attached logs of email/text. 

  Have a shining day,
  ModWash 

  
  

  Customer response

  12/17/2024

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

  As I have stated several times now, I have never received these alleged notifications of this membership. Your receipts are incorrect. I do not have ANY record in my email inbox or phone records showing a single communication from Modwash regarding this subscription. Your receipts are also incorrect, as I would NEVER have provided that email address to ModWash if I had enrolled in a subscription, which I did not, because I have a specific email address I use for all subscription enrollments that is not that one.
  I find it suspicious that you happened to link my receipts to the email I used for this complaint. How is it I had to provide my license plate for my account to be located when I first reached out, because my account couldn't be located using my phone number or email, but now suddenly you've sent me 7 receipts?

  I do not want to use your services, I do not want wash credits, I do not trust your company as you enrolled me in a subscription ILLEGALY and stole over $100 from me. It is frankly insulting that you are offering me wash credits and saying you are acting with "goodwill" when your employee illegally enrolled me in a subscription without my consent, and you are now refusing to rectify the illegal actions of your employee. I could NOT have contacted you to cancel the membership because I had NO KNOWLEDGE of it. If you bothered to review my account for any TRUE information, you would see clearly that I never used this subscription. All I am asking for is a refund of a subscription that I NEVER USED because I didn't know I had it. I never received these services I was charged for, because again, I didn't know I had it, but your company takes absolutely NO loss in refunding me this money because I never used your services again.

  I do not appreciate you treating me like I am stupid, and I am tired of getting the runaround from this company. I am in my final year of law school, I worked in banking for many years, and I know what has been done to me is illegal. If you do not refund me, I will either pursue a claim in small claims court or work with one of the attorneys at my law firm to start a class action lawsuit.
  
  Sincerely,
  
  ******* ******

  Business response

  12/18/2024

  Dear *******,

  
  Thank you for reaching out to us. I understand your concerns regarding the membership charges, and I’d like to clarify the situation.

  
  After reviewing your account, I can confirm that the membership was activated, and you used it once. We also sent email confirmations each time a billing occurred, which serves as a record of these transactions. We aim to be transparent and consistent with our billing process, and I can assure you that our system followed the standard procedure for membership renewals.

  
  We always strive to provide the best service to our members, and it’s important that we remain consistent with our policies for all customers. Unfortunately, because this is a public matter, we are unable to engage further in individual legal discussions through this platform.

  
  We truly appreciate your understanding, and if you have any additional questions, please feel free to reach out directly to our customer service team for assistance.

  
  Best regards,

  ModWash

  Customer response

  12/19/2024

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

  I never used the subscription, and the customer service representative I spoke to confirmed that when I spoke with her. You are lying, and have stolen from me. Expect certified mail in the near future.

• Initial Complaint

  12/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On July 2, 2024, I received a carwash at MODWASH in Dallas, GA. My **** card was charged $10 for the wash. On December 4, 2024, I discovered that MODWASH had been making automatic unauthorized charges of $19.99 to my card every following month: August 2, September 2, October 2, November 2, and December 2. I went to their website and saw that they have some membership for $19.99 per month. I did not authorize this membership. I called the company to complain and the rep said she would only reimburse my card for the latest charge of $19.99 from December 2 which they did. They still owe me $79.76 for the other 4 unauthorized charges.

  Business response

  12/10/2024

  Dear ****,

  
  Thank you for contacting ModWash. We apologize for any inconvenience you may have experienced. After reviewing your account, we understand that you were unable to fully utilize the services you paid for.
  As a resolution, we are happy to offer a refund for 60 days of service, in addition to wash credits for the remaining three months. We hope this solution meets your expectations.
  Please let us know if this works for you or if you have any further questions.

  
  Best regards,
  ******* *****
  ModWash Support Team

  
  

• Initial Complaint

  12/09/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  My wife and I have been account holders with mod wash for quite awhile, we both enjoy going there to keep our vehicles clean. The complaint that we have this time is the side brushes haven’t been working for sometime now and we can tell the difference in the cleanliness. We pay good money to have our vehicles cleaned. We would hate to stop going but some type of discount or reimbursement would be appreciated.

  Business response

  12/09/2024

  Dear *****,

  
  Thank you for reaching out to ModWash! We truly appreciate you being a part of our ModNation. We've received your complaint and are actively working to address it.

  
  Our District Manager is currently reviewing the wash to ensure everything is functioning properly.

  In the meantime, because we already have you on a discounted rate, we've added one complimentary month of service to each of your vehicles.

  We want to make sure you're completely satisfied and do not want to lose you as a customer.

  If you'd like, we can also arrange for the manager to give you a call within the next 24 hours to further discuss your concern.

  
  Thank you for your understanding, and we look forward to resolving this quickly.

  
  Best regards,
  ******* ***** 
  ModWash Customer Support

  
  

• Initial Complaint

  11/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Mod wash charged my credit card without my authorization. I have never been a member of mod wash. They offered me a free car wash for 30 days if you upgrade to the higher car wash which I did. I never took advantage of the free car wash but I noticed they billed my credit card for $31.98 as a member. I called mod wash and asked them who authorized them to use my credit card. They told me that they automatically bill you as a member. I told them I never authorized them to sign me up as a member they offered me a free car wash for 30 days if I upgraded to the $16 car wash instead of the $10 car wash. Per ****** ****** she refused to refund my money but canceled the membership since I never agreed to be a member I never signed anything and I do not have a key pod to use as a member this was fraudulently charged without my consent

  Business response

  11/27/2024

  Hello,
  Thank you for reaching out to ModWash. We sincerely apologize for any confusion or inconvenience caused. We strive to maintain complete transparency in all our communications, and we ensure that our terms and conditions, as well as promotions, are fully disclosed.
  Upon enrollment, we send a text message containing a link to the terms, pricing, and further details about our services. We understand that misunderstandings can sometimes happen, and we regret if this was the case here.
  Please note that membership fees are nonrefundable as per our policy. However, as a gesture of goodwill, we would be happy to offer you an additional month of services at no extra cost to add value to your experience.
  We truly value your business and appreciate your understanding. If you have any further questions or would like to proceed with the offer, please don’t hesitate to contact us.
  Best regards,
  ******* *****
  ModWash Customer Support Team 

*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. ↩