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Initial Complaint
10/31/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 9/20/2024,Drove my **** through Zip Car Wash in ******, ********During the$18 dollar wash, their equipment tore the driver's side mirror off.Attendant took pictures and filed a claim. Received an email back from Zip Car Wash stating the claim was denied because of a posted sign.Summary-Apparently their equipment isn't adjusted or calibrated properly.Their equipment damaged my vehicle and they refuse to make it right.Cost to repair the damage at Jasper **** dealer - $250.00 for the mirror and $135.00 hr. labor charge.
Business response
10/25/2024
Hello ****!

We understand you are disappointed with the decision made on your damage claim.
We invite you to respond to **** in your damage claim portal if you have any questions or concerns, or would like to provide additional information.

Alternatively, you may reach out to your insurance provider for assistance.

If you have anymore questions or concerns, please reach out!

Zips Car Wash *************
Customer response
10/28/2024

Complaint: 22329007

I am rejecting this response because:
There was no attempt on their part to make this right. Their equipment damaged my vehicle and they are dismissing it.

Sincerely,

**** *********
Business response
10/29/2024
Hello ****!

We encourage you to reply with your concerns in your damage claim portal and to contact your insurance company.
Our customer care team cannot make decisions on Damage Claims.

If there is anything else we can assist you with, please reach out.

Best ****************************************************
Customer response
10/31/2024

Complaint: 22329007

I am rejecting this response because:
There was already a claim submitted through their damage portal, which they denied.
They keep sending the same reply over and over. They're offering no solution at all.

Sincerely,

**** *********
Business response
11/20/2024
Hello ****!

We understand you are unhappy with the decision made on your claim.
All locations have a damage disclosure sign that states damage to side mirrors are not covered. It is encouraged that visitors fold in their mirrors if possible before entering the car wash.

If you have any additional questions or would like to address your concerns with the damage claim department directly, you may reply to the email you received from **** **** with additional details.

Best ****************************************************
Customer response
11/20/2024
I am rejecting this response because:
Just more excuses, no resolution.
Business response
11/21/2024
Hello ****!

Damage Claims can only be addressed with ****. Our customer care team does not have the authority to overturn damage claim decisions.
We invite you to respond to **** in your damage claim portal if you have any questions or concerns, or would like to provide additional information.

Alternatively, you may reach out to your insurance provider for assistance.

Best Regards,

Zips Car Wash *************
Customer response
11/21/2024
I am rejecting this response because:
Sounds like some sort of automated response - same thing every time.
No attempt to offer any resolution!
Initial Complaint
09/14/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Visited location for car wash in Saturday September 7th and did a quick run through of the car wash. Went back in Tuesday September 10th to do another run through. Upon returning home I noticed some damage on the top middle section of my truck. In Wednesday September 11th I went back to the wash to show them the damage and talk about how to resolve. They submitted a damage claim right away for me. The damage claim was denied just 12 hours later stating that no other cars were damaged that day so it wasnt their wash that did it. I responded asking to review the video footage that shows my vehicle was damaged prior to entering the wash that morning. They have been completely unresponsive. I have attached screenshots of the conversation through their ticketing system. The quote for the repair is $500. I have been a paying monthly member for about 2 years. The outcome requested is 1, review the videos showing that damage was there before entering the wash. 2, pay for damages caused by wash if video evidence does show no damage prior to entering the wash. When I was in the office filing the damage claim I saw the many cameras that were all around the facility that should clearly show if the damage was caused by the wash or not. Thank you for your assistance and hope to get this resolved.
Initial Complaint
08/05/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
July 19, 2024 7:30pm Brought my car to JetBrite Car Wash in ************, **. JetBrite is a subsidiary to ZIPS CAR WASH. During the wash, the cleaning rags that wash the car slammed into our windshield not only knocking off the windshield wiper but lifting the arm and causing it to slam back into the window causing a crack in my windshield. In addition, the windshield blade was torn off and an employee had to retrieve it in the wash. Both the blades and windshield had to be replaced. I reached out to the car wash and today received a letter denying my request. I used my insurance company but was asking the car wash to simply pay the difference of what was not covered which is $270.38. Today I received a response advising they take no responsibility and there are signs posted however, I followed all instructions and windshield wipers were turned off as instructed. This is not an after-factory item but damage to a vital part of our car with JetBrite assuming absolutely no responsibility.
Business response
08/13/2024
Hello ******!

We appreciate you reaching out about your damage claim.
We understand the denial of your claim is frustrating, and not the outcome for which you were hoping.

Our team cannot overturn decisions made on damage claims, but you are welcome to respond to the your claim with more information through your damage claim portal.

If you need additional assistance, please do not hesitate to reach out.

Best Regards,

Zips Car Wash Customer Care

Customer response
08/13/2024
I am rejecting this response because: I have sent numerous correspondents as well as photos of my damaged windshield to the Corporate Office.
Your employee was the one who had to recover our wiper blade after the windshield was cracked so there is your witness to the event. This is a cracked windshield that JETBRITE needs to take responsibility for. I have gone through my own insurance but JETBRITE should cover the variance of what was not covered by my insurance.
Business response
08/13/2024
Hello ******!

I understand your frustration. Because our customer service team does not have a say in matters concerning damage claims, it may be best to reach out through your online damage claim portal.

If we may assist you with anything else, please reach out!

Take care,

Zips Car Wash *************
Initial Complaint
08/04/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Since August of 2023 I have been getting fraudulent charges .April **** been getting fraudulent charges on different debit cards that I have used any zips car Wash in the past. These cards are not used for a membership or anything like that they were simply used to pay for a car wash. In April I was charged four times for $50 by zips. I would reimbursed for that, in May I was charged two times for $50 from zips car Wash even though I had no membership. On June 23rd I was charged again $50 while I had no membership that was also reimbursed. I was told all these charges were by mistake and that all of my cards are now out of their system. Much to my surprise on July 29th I once again with charge by zips car Wash. I have not used their car wash in over 2 months. It's getting the point I'm considering including law enforcement because this fraudulent charges are getting out of hand every month I should not have to worry about a company randomly charging me for services I do not use. I would never in my life recommend anybody to use zips car Wash
Business response
08/13/2024
Hello *******,

I wanted to personally thank you for reaching out to ** regarding your refund request. Your communication is important to us, and we appreciate the opportunity to address your concerns.

Unfortunately, we are unable to issue a refund at this time due to our company policy. In your case, your refund request has been denied because we received communication from your bank indicating that this charge was not authorized.
Your bank will make the final decision regarding your refund.

Please understand that according to our policies, any cancellation requests, including refund requests, must have no usage to be considered for a refund. We sincerely apologize for any inconvenience this may cause and appreciate your understanding in this matter.

If you have any further questions or concerns, please do not hesitate to contact us. Your satisfaction is important to us, and we are here to assist you in any way we can. We value your feedback and are committed to improving our services based on your experience.

Thank you once again for your understanding and for giving us the opportunity to address this. We truly appreciate your support and look forward to serving you better in the future.

Best regards,

Zips Car Wash *************
Customer response
08/13/2024
I am rejecting this response because: this is continuing to happen. This is not a one time thing. You guys have charged me over 5 times fraudulently. I want to know why this is happening. I'm sick of getting an email saying they are sorry and offering me a discount. I attached multiple screenshots of multiple charges from your company going back an entire year. Yes they have been refunded but that doesn't solve the issue that every other month I have ***** attempted charges from you guys. As you can see by these attachments how many times you tried to charge me in just a few weeks period when I have NO ACTIVE ACCOUNT
Business response
08/15/2024
Hello *******!

We understand your frustration but the refund denial is a firm decision. We cannot issue refunds when there has been a dispute, as this often leads to customers getting a double refund - from the bank, which the company has to pay back with a free, and from the company merchant.

I do want to confirm that the memberships have been canceled, and I do not see any other active accounts under your information.

We do welcome you to reach out to our team directly if you have anymore questions or concerns. We appreciate any opportunity to resolve issues with you directly.

Thank you and have a wonderful rest of your day,

Zips Car Wash *************
Initial Complaint
06/17/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I canceled my car wash month-to-month subscription back in December 2023 because I moved. I pulled up my credit card transactions a few months later and saw that I was still being charged. Unfortunately, I couldn't get a hold of the merchant via phone as their systems were being merged into another location. Luckily I only moved an hour away, so I was able to show up in person to try and settle this. The manager was nice enough to provide me with her personal contact information and paper documents indicating that I had in fact ended the subscription in December. I got the impression that she had no way of fixing things on her end since it doesn't show in their system that they're charging me, and she admitted that this is not the first time this has happened. Multiple reviews through ****** indicate the same issue. I disputed those few months and my credit card company offered to have them blocked from charging me again. I thought everything was settled..then I saw I was yet again being charged. I disputed the transactions, asked the bank to block the merchant, and once again I am seeing charges. I will be contacting the manager to see if she found a way to fix it, but at this point I don't know what else to do to get them to stop charging me for a service I canceled 6 months ago.
Business response
06/18/2024
Hello *****!

We would love to assist you. May we have some additional information to locate the membership and source of the charges?

- Name on account(s) if different from what is provided
- Phone number provided during enrollment
- Bar code number located on the **** tag
- First five digits, and last four digits of the credit/debit card being billed
- Screenshot of the transaction from your financial institution
- License Plate Number, Year, Make, Model, and Color of Vehicle
- Location of where membership was purchased

You may also contact our team directly by visiting www.zipscarwash.com, and clicking Contact Us

Thank you,

Zips Car Wash Customer Care
Initial Complaint
06/02/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Business keeps billing, Debiting my account monthly for $38.99. I have never used them as I am Disabled and do not drive,I want them to stop immediately and refund my money!
Business response
06/04/2024
Hello ******!

We would be happy to help! We will need some additional information to assist you.
Could you tell us the last four digits of the credit/debit card being billed?

May we have a photo/screenshot of the charge you're seeing on your statement?

You may also contact our customer care team directly at ************ or online here: ***********************************************

Thank you!

Zips Car Wash *************
Initial Complaint
04/24/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On November 2, 2023 I paid $10 to start a monthly car wash del where I could wash my car 4 times a month, then on Dec 2, Jan2, and Feb,2 they removed ***** a month and on March 24th I cancelled the account. and again March 29th I went on line and filled out the info and re-cancelled my account and they took $4993 out of my account on April 2nd. $19.90 was a cancelling fee?So what I want is $***** retruned as I did not use the car wash at all since 3-24-2024! I retired and can wash my own car at home for less money! TC# *** Vehicle license was ******.
Customer response
04/24/2024
************************* is ***'s address! Mine is *********************************** Both ********************* ***** we are not the same address
Business response
04/29/2024
Hello ******!

Thank you for reaching out. We have followed up with the car wash manager regarding your request for refund.
We should have an update for you within five business days.

If you have any additional questions or concerns, we invite you to also give us a call ************ or contact us online at www.zipscarwash.com, and click "Contact Us"

Thank you!

Zips Car Wash *************
Initial Complaint
01/07/2024
Complaint Type:
Billing Issues
Status:
Unanswered
The business failed to respond to the dispute.
My wife got a car wash at Zips in **********, ** 02/12/2022. She did not sign up for a membership, but our card was charged monthly anyways. I went to the location where the manager stated there had to be an email given to sign up. He gave me a number to call to inquire. When I called, they could not find any email associated with our account. The only information they had was obtained from our credit card. **** has refused to show proof that we signed up for the membership. They offered a $350 settlement but rescinded it once they found out we reported the fraudulent charges to our credit card company.
Initial Complaint
12/18/2023
Complaint Type:
Product Issues
Status:
Unanswered
The business failed to respond to the dispute.
On 4/12/2023, I went to get a carwash at newly opened ZIPS in ************. I was asked by an attendant if I wanted a membership and declined. The attendant took my card and swiped on his tablet for a single wash. I never went back until 9/6/2023 when I paid $12 for a single wash. I went back 11/12 and was informed I have a membership and given phone number to call. I checked my bank statement and every month form 4/12 to 8/12 I was charged a $35 fee. Then it changed to $40 on 9/12 through 12/12. conversations say it has now been cancelled but the total charges unbeknownst to me were $355. I received an e-mail from corporate stating they were authorizing a $80 refund. This is unacceptable. I did not authorize this charge(s) and want a full refund for the $355, (5 months at $35 and 4 at $40). Their records confirmed that this membership had 0 washes in the time period so why would I continue to pay this monthly? In looking on Next Door neighborhood app, there are numerous victims of this scan who appear to be seniors like myself. This reeks of same scams the foreign telemarketers are continually perpetrating on seniors.
Initial Complaint
08/28/2023
Complaint Type:
Billing Issues
Status:
Unanswered
The business failed to respond to the dispute.
My credit card has been charged $284.94. I never agreed to this and demand a refund. Stop charging my credit card fraudulantly.

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