Complaints

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Incident 9/19/24 Cost 19.99 monthly I was sitting in my car going down the line, the vertical brush n the driver side started banging against my car. The line stopped, there was a black pickup in front of me. The car attendant walked by and said I’m sorry. The line resumed in a few minutes. I pulled up to the vacuum station got out. The driver of the car next to me asked for the manager, he said that the brush was hitting his car. The attendant said a fishing pole got picked up by the brush. The pole was in the bed of the truck in front of me. There were 5 vehicles that had car damages that day, the manager had each of us write our information down in a notebook. MODWASH had a employee call me later in the week to take my car to ****** **** **** ****. I received the estimate and emailed them a copy. The estimate was 1043 , my caris a 2024 KIA SPORTAGE I BOUGHT IT IN JUNE. I called the ****** *************owners, and a few days later the HR Director, ******, said an insurance adjuster would call. That hasn’t happened. ****** **** **** **** did the estimates for all 5 cars, they said an employee from MODWASH came and got a copy of all the estimates, none have been approved to go forward. I filed a claim the same day as the incident with State Farm, it would be a 500 deductible for me, possible increase to my premium. They will have to subregate. I want MODWASH fix my car. I should be made whole.

  Business response

  11/26/2024

  
  Thank you for reaching out to ModWash. We sincerely apologize for any inconvenience you’ve experienced. To initiate an investigation, we kindly ask that you return to the wash location and file an incident report with our staff.
  While we cannot guarantee a specific outcome, we are committed to thoroughly reviewing the situation and addressing any concerns.
  Thank you for your understanding and cooperation.
  Best regards,
  ModWash 

   

  Customer response

  11/26/2024

  The company told me to take to ****** **** **** ****, **** ****** ** *** *** ****. The estimate was sent to Guest Advocate for MOD Wash here is the email. MOD WASH has never given an Incident Number but I gave my information to ***** the day of the incident, there were 5 cars, we all wrote our information in a notebook he gave his personal number *** *** ***** I reject their response for needing Incident reported. I also had a call from ****** @ ****** who owns MOD WASH *** *** **** director of Human Resources that advised an insurance adjuster would reach out the next week, hasn’t reached out yet.  I also made a claim about the incident to my insurance ***** ****. They are stalling and are aware of the damage

  Business response

  11/27/2024

  
  Thank you for reaching out to ModWash. We sincerely apologize for any inconvenience this may have caused. At this time, no immediate actions can be taken regarding your request.
  If you were informed that an insurance agent would be contacting you, please allow time for them to reach out. We are unable to conduct further research or provide updates until the proper procedures have been followed.
  Please rest assured that we have escalated your concern for further review. You can expect to hear from someone within 3 to 5 business days.
  We appreciate your patience and understanding. If you have any additional questions, please feel free to contact us.

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

  
  

  Customer response

  11/28/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I was told more than 3 weeks ago I would be contacted, it has been more than 2 months. MOD WASH hasn’t been responding until I notified BBB. I did receive a call from ***** @******** Insurance who said they represented MOD WASH. I sent my estimate and pictures. They asked if I need a rental car, yes. The repair takes 4 days. I have done all that was requested. The rest is up to the company, I want it in writing what they are offering to resolve 
  Sincerely,
  
  ****** ********

  Business response

  12/03/2024

  Dear ******,

  
  Thank you for your response. We understand your concerns and want to assure you that your incident is being handled in accordance with our standard procedures. As previously stated, all documentation related to your claim will come directly from your insurance agent. We are unable to provide additional details or documentation beyond what is provided by them.

  
  We encourage you to continue working with your adjuster to move forward with the resolution process. Please note that contacting external outlets, such as the Better Business Bureau, will not expedite the resolution, as your claim is being processed through the appropriate channels.
  We appreciate your understanding and cooperation in this matter. If you have any further questions, please don’t hesitate to reach out to your insurance adjuster.

  
  Best regards,
  ******* *****

  Guest Advocate Manager

  ModWash 

  Customer response

  12/04/2024

  11:27/34 information sent to ***** @********* Insurance who represents MOD WASH. There have been no updates . Please note  BBB was notified to get a response from your company about something that happened more than 2 months ago. The only acceptable solution is for your company to accept responsibility and make me whole with my property before coming to your business

• Initial Complaint

  11/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  $31.98 was charged to my account in connection with an automatically renewed membership that was set up under misleading terms. When I initially signed up for the service on Oct. 14. 2024 your agent explicitly told me that for $19.00, I would receive unlimited car washes with the flexibility to cancel at any time. Nowhere during the signup process was it made clear that I would need to cancel three days before avoiding a renewal charge, nor was I directed to view these terms on your website. This essential information was entirely omitted at the point of sale. By not disclosing this policy directly or requiring acknowledgment of it when the membership was established, Modwash failed to provide the transparency customers expect. Upon seeing this unexpected charge on my account, I promptly contacted your customer service department, only to be informed of this cancellation policy for the first time. This omission on Modwash’s part is not only inconvenient but also unfair to customers who were assured of flexible cancellation terms. It is unreasonable to assume that customers should have anticipated this information on your website without any notice.

  Business response

  11/14/2024

  Thank you for contacting ModWash. We apologize for any inconvenience you may have experienced.
  At ModWash, we are committed to transparency in all billing practices. Upon enrollment, we provide clear terms of service via both text message and email, and you should have received both communications. These documents outline the details of your membership, including payment schedules.
  For your convenience, the kiosk at our location also displays the date and amount of your next payment. Please note that the membership fee is non-refundable.
  We’ve attached a copy of the log of communications of the terms. 
  We hope to welcome you back in the future. You still have full access to your membership benefits.
  If you have any further questions, please don’t hesitate to reach out.
  Best regards,
  ******* *****
  ModWash

  Customer response

  11/15/2024

  
  Complaint: ********
  
  I am rejecting this response because: As you mentioned that I should have received notice regarding cancelation policy, yet, the fact that I only received a registration invitation, along with a sentence stating that my next recurring payment date would be in 30 days, does not seem to support your argument. I do acknowledge that my next bill will come at 11/14, but from no where I was supposed to know I have to cancel three days in advance. If that information was given at the first place, or being stated more explictly in the message, I would have pay more attention to the billing issue.
  
  Sincerely,
  
  ********* ****

  Business response

  11/18/2024

  Cancellation Policy and Terms

  
  We kindly ask all customers to review the terms and conditions provided by our business. Our 3-day cancellation policy is in line with industry standards and ensures we have enough time to prevent a transaction from processing.
  Our memberships can be canceled at any time through ModWash  .com, and you can also find our clear cancellation terms by searching for "ModWash cancellation" on ******.
  We want to clarify that we do not take ownership of any issues that fall outside our established terms, and no further action will be taken regarding this matter.
  Thank you for your understanding.

  
  

  Customer response

  11/19/2024

  
  Complaint: ********
  
  I am rejecting this response because although your cancellation policy is outlined here, but the amount I got charged was different. As now the membership cannot be canceled, I request Modwash to refund the difference between what I should be charge, $19.00, and what I was charged, $31.98. The $31.98 was not the same price that I agreed on when I signed up.
  
  Sincerely,
  
  ********* ****

  Business response

  11/20/2024

  Thank you for reaching out. The details of our pricing and promotion are clearly outlined in our terms and conditions. If you had inquired with our staff, they would have provided a thorough explanation. Please note that this charge is non-refundable, and we do not process partial refunds. We appreciate your understanding and cooperation.

   

  Have a ModTastic day 

  
  

  Customer response

  11/21/2024

  
  Complaint: ********
  
  I am rejecting this response because: the staff did not tell me anything about the price going up for the second month during sign up. Misleading information was provided and it does not make sense for customers to read through all the terms and condition before they drive thru the washing machines when they are being told by the staff that “with the same price, you get unlimited membership”. Are you implying that it is the staff that sold me the plan who is at fault and you as the business owner has nothing do with it?
  
  Sincerely,
  
  ********* ****

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This incident occurred on November 2nd, 2024 at approximately 11:30AM. As I was going through a car wash I’ve my steering wheel was violently jerked and a loud noise was heard. Upon my exit I’ve instructed the car and discovered a very nasty hash on my front left rim. I’ve immediately filed an incident report and awaited to hear back from the car wash company. On November 7th, 2024 I’ve received a text message stating that they have decided to not accept the responsibility for the damage. While I was waiting for their response I’ve visited the dealership to inquire about a repair. Cost to repair the damage is $300. During my communication with the car wash company’s manager (**** * *** *** ****) he decided that the coolant jerk of my steering wheel and unusual loud noise was irrelevant and that damage was likely caused by concrete (insinuating that the scratch was a curb rash). If you look at the pictures it is obvious that damage is not caused by the curb as the scratches are not running down the face of the rim. It is more clear that something has wedge in between the tire and the rim and was ripped out violently as the care was forced forward. While I was waiting for **** to fill out an incident report I’ve noticed damaged wheel guides within their car wash track (picture attached). I am very meticulous about my car. Especially my wheels and I know for a fact that this damage as not present before. It is obvious that their damaged wheel guide has wedged itself between my rim and the tire and as the car wash forced my car forward it jerked my steering wheel and damaged my rim. Attached files include pictures of my damaged rim. Picture of car wash damaged wheel guide as well as files incident report. My ask is that the car wash company pays for the repair or reimbursement of $300.

  Business response

  11/12/2024

  We appreciate you reaching out to ModWash! We regret learning about your ordeal. Our first goal is safety. After reviewing your incident report, a decision was taken that is unfortunately definitive and cannot be changed. We sincerely appreciate your input and will use it to get better. No further action will be taken; your case has been closed. 

   

  Have a ModTastic day,

  ModWash 

  
  

  Customer response

  11/13/2024

  
  Complaint: ********
  
  I am rejecting this response because ModWash faulty and damaged equipment had caused damage to my vehicle and ModWash should bear responsibility for it. Not only should they cover the cost of the damage repair to my vehicle but, they should immediately repair their faulty car wash equipped to stop causing damage to other customers. 
  ModWash current line of action does not resemble an honest and responsible business approach to this issue. 
  
  

  Business response

  11/14/2024

  Thank you for reaching out to us. We sincerely apologize for the inconvenience you’ve experienced. However, ModWash does not take liability in this matter and confirms that there is no fault with our equipment. The safety of our customers is our top priority, and we can assure you that no damages have occurred. At this time, no further action will be taken.

   

  Have a shining day,

  ModWash 

  
  

  Customer response

  11/15/2024

  
  Complaint: ********
  
  I have attached images of your faulty equipment. You need to bear some responsibility for the damage your business has caused to my property. I was in the car when the damage occurred and assure you that it was caused by your car wash. As you can see from the attached pictures your yellow tire guide that is falling apart has wedge itself between my rim and my tire and has caused damage to my wheel. I do not accept your denial of responsibility and will never accept it until you accept some responsibility for this incident. 
  1. you must replace a faulty part in your car wash 

  2. you must pay for the damage to my property 

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

  Business response

  11/19/2024

  Dear ***** *******,
  Thank you once again for contacting ModWash. We sincerely apologize for any inconvenience you may have experienced. After a thorough review, we can confirm that our equipment is functioning properly and did not cause any damage to your vehicle during your visit.
  We understand that you are looking to resolve this issue, but we would like to make it clear that no further action will be taken by ModWash regarding this matter. We are confident that our services were not at fault in this case.
  We appreciate your understanding and encourage you to pursue any further inquiries with the appropriate parties involved.
  Thank you for your attention to this matter.
  Sincerely,
  ******* *****
  ModWash Customer Support Team
  

• Initial Complaint

  11/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I bought a month of car washes, I went through and it didn't clean my car, I asked the manager and he said it was because a man in a truck broke the mechanisms in the car wash. He said I should go back through to gat a cleaner car, so I did.. several times but the top half of my car would not get clean due to the rollers not working. I asked customer service several times to refund my month as the car wash is still broken(verified by assistant manager) customer service refuses to refund my month because they said I used it 4 times.. well the car wash never worked, I went through several times to get a clean car, I never got what i paid for! How can they have a broken car wash and just let people keep using it without even telling them the mechanical issues. I feel as though I should be reimbursed for my month because the car wash is broken and It never cleaned the car properly. Please help me

  Business response

  12/04/2024

  Hi ******,

  
  Thank you for contacting ModWash! We are very sorry to hear about your experience. Please know that we truly care about keeping cars clean, which is why we offered you additional washes in one day.
  However, you did receive five car washes, and after reviewing the situation, we believe it is fair not to refund the charge. A single wash is $10 plus tax, and by offering you the unlimited car wash membership, we believe we saved you money in the long run.
  We’d love another opportunity to make things right for you. To that end, we’ve reactivated your membership and credited 60 days of wash time, which will expire on January 19, 2025. You can use this at any of our 120 locations.
  We hope this resolution is fair, and we look forward to welcoming you back.

   

  Have a great day!

  
  Best regards,

  ModWash 

  Customer response

  12/05/2024

  
  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.
  

  However, I DO find it hard to believe that you don’t understand whether I got five washes or not, The mechanics of your car wash were broken, therefore not cleaning my car. You keep replying to me, stating I got five car washes, But if the car wash does not wash your car correctly, then how is that a valid response?.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  11/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had a monthly wash subscription that I tried to cancel in September because my vehicle was at dealership and auto body shop for repairs. I tried the website several times to look up account and it could not locate it by telephone number nor plate and last four of credit card. The error message kept saying oops something went wrong. So I tried calling and due to wait time, I decided to send an email because I got charged at the end of September beginning of October $52.99 for my wash plan and could not use it. I didn't get a response until mid October and by this time I was able to go to the location and speak to the manager *** about canceling and refunding me the amount I was charged since I could not access website to cancel myself prior to the renewal. He told me he would refund it since I had not gotten a wash since September 16th and still did not have my car back. He told me it would take awhile to refund the money, but he would. I still have not received a refund and made multiple attempts (at least stopped in 6 times leaving messages) and requests for him to contact me or just process the refund and still no response. I am requesting a refund be processed as told it would be for a service I had not used at all for current cycle.

  Business response

  11/04/2024

  
  ModWash does not refund any Unlimited Wash Membership recharges unless they meet one of the following criteria:
  The customer completed cancelation 3 days before the recharge date and has proof via the confirmation email of the transaction.
  The customer’s vehicle was modified and can no longer be washed by our tunnel.
  Any other promise or mention of refunds are not valid according to this statement.
  If an Unlimited Wash Membership has been redeemed for washes more than one time during a billing period, it is not eligible to be considered for a refund.
  Customers have 59 days from the time of the charge in question to bring it to the attention of Guest Advocate or on-site management. Any charges 60 or more days ago are not eligible to be reviewed for a refund.
  

  Customer response

  11/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:  There was an issue with your website so I could not cancel.  I tried calling but was on long waits and then call would drop or I had to go back to work from my break.  I got a ride to the ********* location where I had initially signed up on October 12th where they canceled it and the manager *** said he would refund it, but it would be a little while to get it.  I stopped numerous times and left multiple messages, sent emails and I have not used any washes during the wash membership cycle and cannot use it now because the location canceled it on the 12th.  I even stopped in and asked them to just reinstate it and give me 30 days from the reinstatement with no new charge since it was paid for and not used for the current cycle.  Last time I got a wash was mid-cycle of the first billing cycle Sept 16th, 2024.

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

  Business response

  11/07/2024

  Thank you for contacting ModWash! Again, we apologize for any inconvenience this may have caused. We have thoroughly reviewed your complaint. We do not currently have any issues with our website; however we are in the process of updating our cancelation process to ;click to cancel' prior to the FDA recommended deadline. Additionally, you sent us an email on the day you were charged, after three attempts to process the payment failed. We enforce our 3-day cancelation policy to give our merchant enough time to stop the transaction, after the transaction has gone through, we do not offer refunds. We answered your email and phone call in a timely manner and explained to you at that time that a refund would not be issued. Again, if you would like to give us another chance to earn your business, we will extend the payment for another month. Thank you for your understanding, have a ModTastic day! 

  Customer response

  11/12/2024

  
  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. Please extend my month of payment and advise when done so I can resume my washes.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  11/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  MOD Wash double billed my credit card for over a year. I contacted them and they revealed that they had someone else’s account being billed to my card. They then told me it was their policy to only refund two months of billing errors. Their billing department refused to escalate my complaint to a supervisor and said it was regrettable that I did not catch the error sooner. In essence blaming me for their fraudulent billing’s.

  Business response

  11/04/2024

  We appreciate you reaching out to ModWash. As the department manager, I am able to provide some light on your problem.
  As mentioned above, you are eligible for a 60-day refund and wash credit equal to the purchase price.
  We regret any inconvenience this has caused. By providing a prompt remedy, we assume responsibility for the problem.
  If we do not know about an issue, we cannot solve it. We made an offer to address the billing issue as soon as you brought it to our attention.

  Furthermore, you are interacting directly with our corporate team when you get in touch with the Guest Advocate department. Every member of the team strictly adheres to our policy; no exceptions are made. Billing concerns are not escalated over the phone, and if you have already spoken with a member of our corporate team, there would not be any further escalation.

  Thank you for your understanding,

   

  Have a ModTastic day! 

  ******* *****, ModWash 

   

   

  Customer response

  11/06/2024

  
  Complaint: ********
  
  I am rejecting this response because: I no longer wish to do business with this company. Their offer forces me to do so to recoup the fraudulent charges they made to my credit card. I simply want the overcharges refunded. Their insistence that their is no possibility to escalate this to a higher level within their organization is a veiled attempt to avoid responsibility for their actions. 
  
  Sincerely,
  
  ******* *******

  Business response

  11/06/2024

  Thank you for reaching out to ModWash! We apologize for any inconvenience. We can understand your frustration. Additionally, we think that if you had brought the matter to our attention more than a year ago, it could have been fixed. We provided you with an instant fix when you did bring it to our notice. After reviewing and escalating your concern, a 60-day refund was ultimately decided upon.
  
  We appreciate your understanding.

  Have a shining day,

  ModWash 

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm a recent customer of the Pleasantville NJ Mod Wash and have experienced a very unpleasant and extremely unfair situation. This occurred because the operator placed the vehicle behind my car way too close to my vehicle. Due to the lack of spacing he did not allow behind my car and other cars; the conveyor belt pushed the vehicle behind my car into my vehicle while my car was in the drying area as the sign was telling me to wait. After exiting the tunnel, I immediately noticed the damage and I went to report it the operator. He walked over to my car and then walked away with no explanation or resolution to the issue. I was able to locate the manager **** and explained to him what had happened. He was very unprofessional and rude with me. He kept cutting me off to say he doesn't care what happened that it wasn't his fault and that I would just have to deal with it. I explained that what took place was due to the fact that the operator set the cars to close, so the timing of the conveyor belt was off. His attitude became more unreasonable and unruly so I walked away and called the police. When the police arrived, I explained my situation to them. After speaking to the manager, they came back to me and stated based on his admittance to the negligence of the operator placing the cars to close and him not stopping the belt in time, it was definitely the operators wrong doing. The police were able obtain the video of the incident from your location. Based on the video the police concluded it to be 100% the fault of the employees due to the lack of spacing between cars and the belt pushing the car into my car. The video is clear as to what transpired. The operator is seen walking over to the incident after he noticed. I'm very disgusted by how I was treated by this manager of your location in Pleasantville NJ. His actions and his attitude were very unjust. I would like this matter to be resolved as soon as possible. The damages to my vehicle needs to be fixed.

  Business response

  10/28/2024

  We appreciate you reaching out to ModWash! We regret any inconvenience this may have caused. Although we are fully aware of this situation, we have determined that we are not responsible. There will be no more activity. In particular, we looked into the incident and found that the driver and car were loaded correctly. The problem started when you sat at the end of the wash for too long and the car behind you knocked into you. Since safety is our top priority, we sincerely regret that this happened. However, accidents do occur. Enjoy your ModTastic day. 

  Customer response

  10/30/2024

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

  I also have a copy of the video from your location provided by the local police and as they concluded in their investigation it clearly shows that I was waiting until the sign told me to go and that the other car was too close to my car from the beginning which caused the vehicle to run into mine as I was being told to wait by the sign. I will post it all over the internet for everyone to see the injustice of your company. 

  
  

  Business response

  11/01/2024

  Thank you for contacting ModWash! We apologize for any inconvenience. At this time, we highly recommend you consider other options. We greatly appreciate your business and understanding. Have a ModTastic day! 

• Initial Complaint

  10/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Went to the carwash one time and have continued to be debited $21.99 out of my account for the last 3 months with no authorization from me to do so.

  Business response

  10/22/2024

  Thank you for contacting ModWash! We apologize for any inconvenience. We have already resolved your issue with 60 days of credit back on 10/16/2024, No further actions will take place. Thank you for your understanding. Have a ModTastic day! 

  Customer response

  10/22/2024

   
  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

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to modwas in ****** ****. I was getting ready to be hoaxed into the buy now one month free which I declined 3 times. I ended up going with the 24.38 package which came to 26.00 with tax. My car was not cleaned and most of the vacuums were broken and not coned off. I asked for a refund and I was told there is no manger on to call the 423 number. The woman on the phone said they don't give refunds. Poor service and no refund is ridiculous. My car is in pristine condition. This is completely unethical and unprofessional. I was not pleasant on the phone because a service was paid for and not provided properly. And im sorry isnt good enough. Cars are expensive and this economy is awful enough. All young rude kids working there and someone should not be standing at the kiosk when payments are being made unless you ask for assistance. Unprofessional unacceptable and a total waste of money.

  Business response

  10/14/2024

  We are sincerely sorry, but all sales are final. Furthermore, as you said, you failed to act professionally on the phone with ModWash employee. We sincerely care about our business and its employees, and we do not support your actions. You did obtain the service for which you paid, but you also said that you would dispute the transaction with your financial institution, which is up to you. We want to make the situation right, however we also would like your understanding in our policy. Have a ModTastic day. 

• Initial Complaint

  10/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Around April 2023 I signed up for the monthly subscription to ModWash for unlimited washes. I then moved to an area with no modwashes available and went to cancel my membership. Per their website you can cancel via phone or email. On 12/6/2023 I sent an email to the email address listed on their website to cancel your membership. On 12/7/2023 I received an email from them stating I needed to reply with my phone number and license plate associated with the account along with the reason for canceling. On 12/14/2023 I sent the email with the required information and on that same day I received an email stating they received my email. Today, 10/8/2024 I noticed I had still been charged monthly for a membership. I called them and informed them that every charge after 12/14/2023 was unauthorized and I had canceled. They told me there was no record of me canceling and it was my fault because the email stating they received my email wasn’t a confirmation of canceling my subscription. I followed their steps to cancel my membership in accordance with their policy and have the email stating they received my cancellation request email. My wife who also had an account is going through the same exact issue. They have a clear pattern of malpractice when it comes to canceling memberships. I requested to be refunded for the 10 unauthorized charges and they said it was not possible. I have also spoken to my bank and am going through the claim process for fraudulent charges.

  Business response

  10/10/2024

  We appreciate you contacting ModWash! We deeply regret any inconvenience this has caused. We wish to resolve your problems and take your allegations extremely seriously. It was found after a careful examination that your problem has previously been fixed. You received a refund from ModWash within 60 days, and there won't be any further credits given. There is no proof that your account was ever closed that we are aware of. I'm grateful that you shared those emails. However we have modified our systems, and as 2025 is just a few months away, we do not have email data from 2023. However, we were able to stop the account from being billed going forward.

  Furthermore, we would rather discuss this in a professional setting. Our phone records show that you were upset with one of our staff members and used foul language. We don't want our people to be mistreated because we care about them. You also brought up legal actions, which is why we would like to cease correspondence. I appreciate your understanding. Please feel free to accept the offer of wash credits at this time; it's acceptable to decline. Our goal is to assist you. I hope you have an amazing day.

  -ModWash 

   

  Customer response

  10/11/2024

  
  Complaint: ********
  
  I am rejecting this response because: yes, I was rude on the phone to *****, the call rep, and I apologize for that. I should not have used profanity or raised my voice. I was VERY dissatisfied with her because at no point did she even ask for proof of my email to cancel. She simply stated I never canceled my membership. And when I asked to speak to a supervisor or for a full refund she said there was absolutely nobody else I could talk to and a one month refund was the maximum. Both of those were clearly not true seeing as the next representative I talked to was a supervisor and gave me a 2 month refund. Again, I apologize for using profanity and raising my voice but she provided no assistance, direction or sympathy to my situation. 
        While I can understand not keeping a file of all your emails I do find it hard to believe that emails not even a year old are deleted and have no record. Regardless, I provided you with the emails. I showed you the proof that I did in fact cancel my membership per the steps provided. I even showed the confirmation email that you received my cancelation email. I’m not sure how you can say there is no record of me canceling when I sent you the record. I had zero control over you guys actually canceling in your system. I had no way of knowing that the confirmation email I received was not the confirmation of canceling my account. I did everything you require to cancel my account and you guys continued to charge me without my authorization. It is all clearly laid out in the emails I attached. Lastly, I will not be perusing any legal action. It is not worth the process or hassle over this. All I have simply asked for is a full refund of every unauthorized charge. You have refunded me for 2 of them and there is still 8 more. I cannot fathom how you can look at the emails I sent and not understand my frustration in this entire situation. 
  Sincerely,
  
  ****** ****

  Business response

  10/22/2024

  We appreciate your heartfelt apology. We accept. We are pleased to describe our business practices. All guest complaints are handled by our committed Guest Advocate supervisor at the time of the call; no escalations take place outside of that. We all equally enforce our well-defined policy. We would only offer refunds for a maximum of sixty days. We think that's really fair. 

  
  We have a mechanism in place to manage the hundreds of thousands of people we serve as a very small department. Having said that, we acknowledge your worry and justification, but we will not be issuing any more refunds. We accept responsibility for our part, and we respectfully ask that you do the same. We sincerely hope you understand and will give us some thought in the future! 
  
  Have a ModTastic day! 

*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. ↩