ComplaintsforDriven Brands Shared Services, Inc.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Take 5 car wash has engaged in deliberately deceitful employee sales training. They encouraged the misrepresentation of the terms of their membership and hide behind a wall of inaccessible customer service by outsourcing to powerless overseas call-flow-scripted people who can only message the actual customer service people, who are slow and inadequate in response, Take 5 coached and trained the staff member who was standing at the car wash entry to upsell me to a monthly membership. Without my asking, they offered that take 5 made it super easy for me to cancel anytime "you just go to the website, very simple". The response to my question "when do I have to cancel by?" she said you can cancel any time up to a month from today, so the 18th". The cancelation on the website did not work in the days leading up to the 18th, and on the 18th I emailed customer service at 6am saying the website hadn't worked, but I wanted to cancel. No response. After calling and writing multiple times and requesting a call, then seeing they didn't charge for another month on the 20th, I called again. Finally on May 30, someone emailed to say the terms of service required 7 days notice and therefore they wouldn't refund me. This was never communicated and in fact a person a foot from my face explained the terms differently. This is deliberate obfuscation business model practice and the insistence on continuing to hide behind it proves it; the business model takes (5) precedence over customer care and satisfaction.

  Business response

  06/04/2024

  You membership has been terminated and a refund for $20 (your last payment) has been issued back to your credit card.  Please see attached.  You are not due the full refund you requested as you used the membership through the first month.

   

  Customer response

  06/05/2024

   
  Complaint: 21785427
  
  I am rejecting this response because:

  My contacting the BBB to help you be better was an act of advocation for other consumers. In that spirit, you JUST giving me $20 I first asked you not to charge me doesn't reach the bar. 

   

  While I agreed to pay $20 to use your car wash for a month, I did not agree to spend an hour and a half of my time wading through your parade of poor customer service to get a refund for the second month you autocharged me. You STILL have not responded to the email I sent on the 18th, which indicated my failed attempts to cancel online and desire not to continue. By failing to respond to that, FIVE more attempts at reaching you for a resolution were required, and finally with this SIXTH attempt you offer a single month's refund. 

  For a fair resolution, in addition to the $20,  I'm requesting the following: 

  -you to listen to the excruciating first call to your outsourced ****************** and to acknowledge the person was completely unable to understand what was being asked and acknowledge that it's a flawed cost-saving measure. 

  -you to listen to the second excruciating call and acknowledge that you, too, considered slitting your wrists just listening to it and imagine it would have crushed your will to live if you were actually the one making the call to keep from getting ripped off by a car wash.

  -you to personally review the training practices for sales people in *********** and throughout your organization and confirm back to me the specific terms of cancellation language that should have been and will be used in training going forward. Preaching: When you're bum-******* people literally captive in their cars, you have an ethical obligation to have the in-person contact be specific and accurate. No one in that position can read whatever terms you have, and if you aren't vigilant in your training, I'm left making my decision based on whatever random terms the nice lady makes up. 

  -OR- tell me you'll take my thoughts under consideration and pay me for my time teaching you about your poor training and customer service. I bill at $160/hour and you got 1.5 hours. That's a steal if you take it. Seriously, I'll even do a followup call with a trainer for free. 

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

  Business response

  06/07/2024

  The requested refund of $20.00 has been issued and the account has been terminated. 

  Customer response

  06/10/2024

   
  Complaint: 21785427
  
  I am rejecting this response because:
  

  It is in no way a response to my previous communication; it demonstrates apathy . 

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

• Initial Complaint

  04/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cancelled my membership IN PERSON at Take 5 Goo Goo Car Wash and was still charged for another month weeks later. I have tried calling the location in **********, ** and have left voicemails during business hours and they have still not returned my calls. I would like to be reimbursed for the charge that was made AFTER I cancelled my membership within the allotted time frame and would like confirmation that my account is actually cancelled so that I do not get charged again.

  Business response

  04/08/2024

  Hi *******.  
  

  We sent you this message via email on Friday 4/5.  Please respond via email so we can process your refund. 

   

  --------------------------------------
   
  Thank you for contacting the Car ****************** Team.
   
  Your Monthly Unlimited Membership ********* has been deactivated and your credit card will no longer be charged for renewal. 
   
  I would be happy to process a refund for the amount of $29.99. Unfortunately your credit card cannot be used for this refund. Either it is no longer on file or the Point of Sale system at this location does not allow for refund via credit card.
   
  We have two options for you to receive your refund:
   
  If you would like the refund deposited directly into your account, we need the Information below. 
   
  1. A Voided check copy showing your name and bank account info.   (Best Option)
  2. An ACH document from your bank showing the account information and your name. 
  3. The below Information 
        ACH Deposit information
        Bank Name:
        Bank Address:
        Bank account holder name: (payment must be issued to this person)
        Bank ABA routing number:
        Bank account number:
   
  This process takes 4-6 days.
   
  OR
   
  If you would like a check instead, we will need your full name and mailing address. This process takes 4-6 weeks.
   
  It is our pleasure to serve you,
  

• Initial Complaint

  07/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  GooGoo Car WAsh Club has made fraudulent charges on my **** account for the past 4 months. I never asked for or requested GooGoo Car wash club. The only time I used this **** card at the GooGoo Car Wash at ******************************************************************, my debit card would not work and I had to use my **** card as there were cars behind me in the queue. This was the only way my **** card could have been accessed and my **** card number obtained. They have since used that number to fraudulently charge me for membership fee of $19.99 per month for the last four months. I firmly believe this is an organized process that this complany is using to steal from the public. Please beware and reconsider using this car wash company.

  Business response

  07/10/2023

  I'll certainly refund the full amount, minus the first wash you did use.  Your account has already been terminated. 
   
  That is 3 payments of $***** and the original payment of $***** minus the $***** wash received. 
   
  Total is 4 x ***** - ***** = $69.96

  That refund is currently being processed. 

• Initial Complaint

  02/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  sent email on 12/9/2022 to cancel my membership. cancellation request was received with ticket# ******. did not receive a confirmation #. emailed again on 12/12/2022 and received cancellation # of ***** and stated they would merge these together. my sticker on my car wondow is *********. emailed again on 12/17/2022, I tried to call on 1/5/2023 , 1/10/2023 ,1/19/2023 and 2/01/2023 and was put on hold until i was disconnected.

  Business response

  02/02/2023

  Hi ******,

  We sincerely apologize for the delay in processing your request. 

  I have terminated your account in our system, and you will no longer be charged for renewal. 

  We are also happy to refund the two charges for $19.99 that were incurred since your initial cancellation request on December 9th. If you can provide your current mailing address, we can send a paper check to you in the amount of $39.98.  Unfortunately we have no way in our computer system to do a refund directly back to a credit card. 

  Customer response

  02/03/2023

   
  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

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12/21/23 I took my car through their $10 wash (********************** location). There was very little soap, and the brushes barely touched my car. The rolling brush (which also gets the top of the car) that is supposed to spin around as it presses on the windshield, that did not function. It spun but never touched my car's windshield.I have, since around this incident, emailed the corporate and what I assume to be the local franchise about the problem, *three* times. I waited patiently after each email to get a response.So far, no one from ******* has contacted me. Are they are ignoring my complaint? If so, it is horrible customer service, too. So, 20 days have gone by at this point. Please advise. Thank you.

  Business response

  01/11/2023

  We apologize for the delay.  We responded to you yesterday and apologized for the experience. We also let our site manager know of your experience and sent you a top wash.

  Customer response

  01/12/2023

   
  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

  12/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I drove my car through the car wash in July 2021. As I drove through my mirror on the passenger side of the car was damaged. I immediately notified the staff on duty. They called a supervisor and I was advised to meet that person the following morning. I showed up but the supervisor was not there. I asked for the manager's number. I was given Nikki's phone number and advised them I would get some estimates to bring back. I called Nikki the next business day she advised me I would need to return to the location the incident occurred to complete an incident report. I completed the report and returned on a later date with 2 estimates. One estimate from ********'s Body Shop (appr $1110) and the Second from ******** Body Shop (appr $900) Nikki contacted me to advised that they had reviewed the tape and accept responsibility for the damages and would like me to make an appointment with ******** Body Shop. I made the appointment and made arrangements to leave work early. When I called to confirm how payment would take place she Nikki state they would mail a check. A month later no check. Nikki text me on Aug 27th to advise that the estimate had been approved for ******** Body Shop. I advised her that we had that conversation in July 27th. She promised to reach out to her DM and claims department. Nothing ever came of it so I asked for her DM's name and number. She gave me information for Sterling Combs. I contacted Sterling and he stated they would not send a check but would make a credit card payment over the phone. He would reach out to Nikki to advise her. Nikki reached out to the body shop and advised she would be taking care of payment. I again made an appointment and arranged to get off work early. I had to cancel due to lack of communication for payment. I asked for a corporate contact. I was given Phil's number. I left a message for Phil. Ni repose. My car still needs repairs. Please help

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