Complaints

• Initial Complaint

  05/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In December 2021 I went to zips car wash and the machine would not work. A gentleman came out of the building and asked for my debit card and went inside the building. Then A few minutes later came back with my debit card and the gates opened and I was able to proceed with my one time car wash. He never asked me about joining A monthly club option. After my car wash I used the vacuum system which barely worked and did not have enough suction hour to vacuum adequately. I decided at that point I would never come back and I havent. A few months ago I noticed that there was a $20 charge from them on my bank account and it stated monthly fee. I had seen $20 post periodically on my account before but just assumed my husband was getting a one time wash. After further investigation I could see that they had been charging me a monthly club fee since December 2021. I never signed any kind of agreement at all. After notifying them they never called me back but just debited my account for three $20 charges for a total of $60. Zips car wash has charged my bank account a total of $300. When I called again I got an email letter with the following response. **** *** (Zips Car Wash)May 18, 2023, 8:05 AM CDT Hi ******,We understand. Unfortunately, we cannot issue any additional refund. We have many channels like chat, phone, and email to inquire about your membership or your monthly charges, however, we only got a call from you on April 5 , 2023. We can only issue 3 months' worth of refund since you should have enough time within 90 days to contact ** about the charges. Best Regards **** *** Again I have never signed or agreed verbally to any monthly club. I believe zips car wash is committing fraud with my debit card. I have tried to resolve this with them but they have been uncooperative.

  Business response

  05/22/2023

  Hello ******,
  
  We understand you're unsatisfied with your refund amount. It has been over 90 days since this membership was actived. We will not be able to ***** you the amount you are requesting. We honor you as our customer and hope you will continue to do business with **.
  
  Best Regards,
  
  Zips Car Wash Customer Care
  

  Customer response

  05/22/2023

  Complaint: 20080003
  
  I am rejecting this response because:
  I never signed up for a monthly club. This is fraud. Please provide signed documentation that I joined your club and authorize you to charge my card or refund me the full amount. 
  Regards,
  
  ***********************

  Business response

  05/25/2023

  Hello!
  
  Thank you for contacting us! You have stated that you have reached out to your bank/credit card company and have disputed the charges. Since this action has been taken, your refund review has been closed. This decision is final. Our apologies for the inconvenience and mix-up! 
  
  Best Regards,

  Customer response

  05/25/2023

  Complaint: 20080003
  
  I am rejecting this response because: I have not stated that I contacted my bank. Zips car wash has still not provided me with a signed document that I signed up for any monthly club. I never signed anything to authorize you too debit my bank account. 
  
  Regards,
  
  ***********************

  Business response

  05/30/2023

  Hello ******,

  Thanks for reaching out to us, you stated on May 15th that you would contact your bank. Since this action has been taken, your refund review has been closed. This decision is final. Our apologies for the inconvenience and mix-up! 

• Initial Complaint

  12/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  As Administrator of my brothers estate, his checking account had $20/mo debited for 6 months after he was deceased. I contacted the business to informed them of this mistake, only to be told...Hello *******, We received your request for a refund. I am unable to issue a refund due to our terms and conditions and cancellation policy. All cancellation must be seven days before the billing date. You may also review our Return Policy that's listed on our website. https://www.zipscarwash.com/privacy-returns Thank you, Zips Car ********************** ******************* My complaint is return is based on returns, it doesn't address death and continuing charging an account without the possibility of rendering any services. It is obvious they did not review the complaint since they addressed the email to my deceased bother.

  Business response

  12/22/2022

  Hello ******!
  
  Our condolences for your loss!
  
  We have refunded the last six membership renewals back to the card on file. You should see the credits within five business days.
  
  Please reach out if you need anything else!
  
  The Zips Team

• Initial Complaint

  07/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have repeated asked for 3 months for this account to be closed. They have continued to **** my credit card each month of which I have disputed. I requested account closed April 2022.

  Business response

  07/11/2022

  Hello Northa,

   

  Your membership has been canceled and a refund in the amount of $90 has been issued. Please allow up to 7 days for the funds to post back into your account. Thank you

  Customer response

  07/11/2022

  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.
  
  
  Regards,
  
  
  ***************************

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  About a month ago, I was going through a carwash in which I am a member and use often. A car 2 cars in front of me slammed on brakes (according to the carwash manager) which caused the wash to malfunction. He said he turned off the machine when he saw what happened. However my car got smashed by the truck in front of me and SUV behind. My car remained in neutral until I was assisted by the manager to drive out of the carwash. He immediately said they are not responsible but would pull the camera and provide the other cars info who had left by that time, cause I didn't realize my car was being hit until I went to dry it off by the vacuums. All he provided was a tag number. Said he didn't have their other info since they were not members. I have tried many times to reach out to have this issue resolved and they won't respond. I want the damages to my car repaired.

  Business response

  05/23/2022

  Hello Northa,
  
  Our apologies for the inconvenience! All Damage Claims are handled by the District Manager. We have forwarded your name, contact, and claim information to *****. He will be contacting you regarding the status of your Damage Claim and will answer any questions you may have.
  
  Thank you for your patience and business! 
  
  

  Customer response

  06/01/2022

  Complaint: ********
  
  
  I am rejecting this response because: they have not called or contacted me as they stated.
  
  
  Regards,
  
  
  ***************************

  Business response

  06/06/2022

  Hello Northa, our apologies. Unfortunately, our District Manager has the final say in approving or denying the Damage Claims. We understand your frustration however there is nothing else we can do in this situation. Thank you.

  Customer response

  06/07/2022

  Complaint: ********
  
  
  I am rejecting this response because: The district manager never contacted me as you previously stated they would. Provide me with this District manager name and phone number and I will call to discuss myself. No one has reviewed my complaint and provided a reason for approval or denial from Zips. You guys are lying and hiding. Call to discuss if you are committed to your customers!
  
  
  Regards,
  
  
  ***************************

  Customer response

  06/08/2022

  Sent 6/7/2022 1:04:16 AM
  Complaint: 17222532
  
  
  I am rejecting this response because: The district manager never contacted me as you previously stated they would. Provide me with this District manager name and phone number and I will call to discuss myself. No one has reviewed my complaint and provided a reason for approval or denial from Zips. You guys are lying and hiding. Call to discuss if you are committed to your customers!
  
  
  Regards,
  
  
  ***************************

  Business response

  06/08/2022

  Hello Northa,

   

  I have just sent you an email with contact information for the district manager. Thank you

• Initial Complaint

  05/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was sold a $10.00 membership that was to expire in a few months. The expiration date passed and last month I received a $20.00 charge from Zip Car Wash on my bank statement. I paid it because I thought maybe I went through and forgot. Just got my latest bank statement and I have been charged again. I know I have not been through the wash this latest billing cycle. I was not told this would recur at an increased rate. I was told it was for a set amount of time. I have since found out this has happened to many others at this location. I do not want any refund, I just want this account cancelled.

  Customer response

  05/04/2022

  
  This complaint #******** has been resolved by the business. Thanks
  

  
  

• Initial Complaint

  03/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In December 2021 I visited the Zip's Car Wash on *************** in *********, **. The attendant told me they were running a "special" and said it was 3 months of car washes at $10 a month then it automatically cancels. The attendant verbatim said "You don't even have to do anything to cancel." My 3 months have now passed and I was charged the full price for the 4th month. I wanted this to cancel like what I was told. I reached out to them and all they responded with was they cancelled my membership. I explained I should get refunded for the 4th month I didn't it want it and nor were they authorized to take that. The representative refused. They claim their phones are down and you can't talk to a live person. This 4th charge was unauthorized and I was LIED to by their attendant.

  Business response

  05/05/2022

  
  Hello *******,
   
  We were able to locate your ticket request and I see that we issued a refund in the amount of $35 on March 10, 2022. The receipt is at the bottom of this email for your records. The refund was issued to a MasterCard ending in ****. We truly apologize that you were not made aware that the promotion was temporary and would **** at full price once the promotion ended. We will make sure that we inform the site manager so that hes made aware of this situation. Again, we truly apologize for the miscommunication. Thank you.
   
  Correspondence-
  Jleigh08
  Mar 09 02:26 pm
  I visited the Zip's car wash one day and was told they were running a special. For $10 a month for 3 months and that it AUTOMATICALLY cancels after that, I wouldn't have to do anything. Well now this month I am getting charged the full amount. I want to be refunded and cancel any future. I did not authorize this continued memberships as I was promised it was 3 months only. 
  Jleigh08 was not signed in when this comment was submitted. Learn more 
   
  ************
  Mar 09 04:56 pm
  Hello!
   
  Thank you for contacting us! Per your request, your membership has been canceled and you may use the wash until the end of your current billing cycle. Please reach out if you need further assistance and have a great day!
   
  Best regards
  ************
   
  ************ 
  Internal
  Mar 09 04:56 pm
  Please review and process a refund. I don't have the tools to process a refund.
   
  Thank you.
   
  Jleigh08
  Mar 09 06:20 pm
  To Zips Car Wash <************************************************> Show more
  No I didnt want past the 3 months for $10. I want a refund for the overcharge for the 4th month I did not authorize you to charge.
  *******************************
   
  Demi M.
  Mar 10 03:17 pm
  Hello *******! 
  
  Thank you for reaching us back. In regard to your refund request, I am unable to issue a refund due to our cancelation policy. In order to be eligible for a refund, the cancelation request should be submitted 7 days prior the renewal date. We apologize for the inconvenience and your kind understanding is greatly appreciated. Please reach out if you need further assistance and have a great day! 
  
  Best regards, 
  Demi M.
   
  Demi M. 
  Internal
  Mar 10 03:18 pm
  REFUND DENIED for RFID *********. Cancelation request after renewal date. 
   
  Jleigh08
  Mar 10 03:48 pm
  To Zips Car Wash <************************************************> Show more
  No! I was told this cancels automatically are you not reading what Im saying? I want someone to call me or Im issuing a fraudulent complaint. Im not the only one yall are trying to scam in Mansfield! 
  *******************************
   
  Nadja S
  Mar 10 04:22 pm
  Hi there,
   
  Thank you for contacting us and we apologize for the delayed response. I have issued a refund to the card ending in ****, please allow up to seven days for the refund to be posted on your account.
  
  
  Receipt-
  Zips Wash Club
  10220 *********
  *****, **, 741330000
  ************
   
  Credit/Refund Receipt
  
  
  Date: 3/10/2022 3:20:39 PM CST
  Transaction ID: **********
  Ref ID: ***********
  Purchase Order #:
  Card Type: MasterCard
  Account: ****************
  Auth:
  Amount: -$35.00
  
  Signature:___________________________________
  
  I STERLING/******* L cardholder agree to pay the above amount according to the card issuer agreement.
  (Merchant agreement if credit voucher)
  
  Thank You!
  Have a great day!
  Nadja S
   
   
  
  Sincerely,
  
   
  ***********************
  REGIONAL FIELD MARKETING MANAGER
  

*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. ↩