ComplaintsforZips Car Wash, LLC

• Initial Complaint

  11/14/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  This place finds ways to get worse and worse. It's currently either in complete disrepair, with owners aware and forcing their employees to lie or conceal truth from customers. It also operates as a business fixated on forcing you to become a monthly member so the owners collect income with close to no chance of refunds due to complicated process of obtaining one. First of all, this car wash location sends an attendant to hassle you about your choice of wash, and for being a non-member. Attendant literally shook his head at my choice of basic wash, and then proceeded to tell me that since I wasn't a member, "most of the scrubbers will be turned off." Wow, a veiled threat to force a customer to join as a monthly member. The wash was exactly as the attendant promised - more than half the scrubbers were off, and the amount of soap & mechanical effort from the automated wash was comically low. My car was mildly dirty and I was just hoping to shine it up after a long stretch of not washing it. It emerged only barely cleaner than before. The rain does a better job of cleaning my car. After reading various other complaints about this particular wash, it turns out in actuality the car wash is BROKEN - and the owners choose not to close or fix the equipment. They force the attendants to make up stories or tactics like I encountered ("Since you are a non-member and choosing the basic wash, we are turning off half of the scrubbers") I have no choice but to file a complaint with the Better Business Bureau. This business is fraudulent & uses pressure tactics, and this business is not providing the services that are paid for. The owners are 100% complicit in this - they likely know the cost of repairs is too high (including downtime) so they choose to keep operating and obtain whatever income they can get from unsuspecting customers

  Business response

  11/14/2024

  Hello *******
  
  We are sorry to hear you did not have a good experience at Zips Car Wash!
  We have two locations that operate out of *********** **. Could you tell us which one you visited so we may appropriately have your feedback addressed?
  
  Thank you!
  
  Zips Car Wash Customer Care

  Customer response

  11/15/2024

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

  Unfortunately, the issues at the ****** ***** location in ********** cannot be solved with a free car wash.  That location is basically remaining in operation in a scam like manner.  I encourage you to visit this location and see for yourself how disappointing & frustrating it is, and has been for several months on end now.  Location needs to shut down for repairs before reopening.  If continues to operate as-is, will have no choice but to contact media outlets in this area about the customer fraud happening at this location in Shreveport.

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

  Business response

  11/20/2024

  Hello *******
  
  We have notified the car wash manager and their district manager with your concerns and feedback.
  
  The Premier wash we sent to you can be used at the ***** **** * ** ****** location as well.
  
  If we may assist you with anything else, please reach out!
  
  Best Regards,
  
  Zips Car Wash Customer Care

• Initial Complaint

  10/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I contacted ****** on 10/21/24 by phone to cancel my membership for ZIPS Car Wash. I signed up for a 3 month special to be charged $12. a month. I didn’t realize that I was supposed to cancel by October 18th. I was charged $25 for the month of November. He refused to give me a refund but said I could use the car wash until November 18. I have an email stating this. I tried to use the wash today October 30,2024 and was not able to get in. I kept blowing my horn for someone to come out and help but was ignored. I went into the building and told the girl my situation. She tried to look up my account and said it didn’t exist. I asked her to read my email and she refused saying she could not accept email verification. Another girl came in and said same thing. They were very rude and disrespectful. I’m very disappointed that I was lied to and would like some sort of restitution. The ZIP location is 7525 Mountain Grove Knoxville TN 37920.

  Business response

  11/01/2024

  Hello *****
  
  Sorry to hear you had trouble using your membership!
  
  I see you started your membership at the Miller Place store, which uses a Fast Pass tag.
  The location on Mountain Grove runs on a different system with a different type of RFID tag, which is why your tag did not work at this location.
  
  Here are the locations where your tag will work:
  
  420 Neal St Cookeville TN 38501
  693 S Willow Ave Cookeville TN 38501
  2935 Miller Place Way Knoxville TN 37924
  592 E. Emory Rd Powell TN 37849

  We understand that you should have still be assisted with your pass, and have documented this feedback.
  Additionally, we have also sent a free Premier wash code that will be compatible with the Mountain Grove location, should you need to use it.
  
  Your membership will be good through 11/18/24.
  
  Thank you and have a wonderful day!
  
  Zips Car Wash Customer Care

  Customer response

  11/01/2024

  
  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

  10/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I signed up through the zips car wash app on 10/19 since I’ve signed up I’ve went to the location a few times. They haven’t been able to pull my account. I contact customer service in which I’m told to go back. I went back to the location which I was found gave rfid tags. My wife went back days later not found in the system again. Tried to search while on the phone with me and my wife by tag number name phone. Number and credit card. Was told to contact customer service which I did. The location gave us a wash while we were there and said it’s not an issue to let us in but what if I went to another location or those employees aren’t there. I cancelled my membership and I’ve requested a refund for services I can’t use but I have been getting the run around through customer service and refund departments and managers. Said I was reached out to but no email or voice mail.

  Business response

  10/30/2024

  Hello ********
  
  Sorry to hear you've had issues with your memberships!
  I do see there was a successful wash redemption on the Elantra.
  
  I do not see any obvious errors or conflicts on your account that should hinder your ability to use your service.
  So we can make sure we covered all the bases, would you mind confirming from the physical vehicles that the following formation is correct (Please do not check this from online sources, such as your app login)
  
  For the Dodge Charger, we have the license plate as ******** and the RFID/Fast Pass as ************
  For the Hyundai Elantra, we have the license plate as ******* and the RFID/Fast Pass as ************
  
  Thank you, and looking forward to hearing back!
  
  Zips Car Wash Customer Care

  Customer response

  10/30/2024

  
  Complaint: ********
  
  I am rejecting this response because: the supervisor or manager let me wife get her car washed after I got the rfids and let her in but she called after the wash to get information to straighten out the situation. Told us the rfid , tag, credit card nor app could find the account in the system. Even tho app shows all information at the location we have zero success pulling up and the system acknowledging our vehicles. Which is fine at that one location what happens when the workers don’t know the situation or I go to a different location. I signed up on 10/19 and have yet to drive over and have a zero effort wash. Was told to cancel the membership and sign up in person which I didn’t have an issue I don’t want to be charged double for the same service. I just don’t understand what the issue is I canceled the service and would like my money back for the issues we are having. Went there twice on my lunch break trying to rectify the situation. It’s a conflict between the app and the actual locations. I’ve done my part but I’m the one being penalized for something that’s out of my control. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  10/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for automatic withdrawals from Zips car wash in Delray Beach Florida. This month they charged my account on the 4th and again today. If they keep this new date in 5 months they would have charged me for an extra week. This is misleading and fraudulent.

  Business response

  10/30/2024

  Hello *****!
  
  We would be happy to help you with your billing issue!
  
  In some cases, it may appear to be a double payment because a payment came out late. At this time, we need more information in order to access your membership account and verify what happened.
  
  Would you be able to reach out to our team directly? You may call us at ************, or visit our website at www.zipscarwash.com and open a support ticket or live chat.
  
  Best Regards,
  
  Zips Car Wash Customer Care

• Initial Complaint

  10/28/2024

  Complaint Type:

  Facilities Issues

  Status:

  Resolved

  More info

  This car wash has gone downhill since zips took over. Today at 2:50pm I paid $12 for a car wash and the passenger side of the car wash was broken, leaving that whole part of my vehicle dirty. The employees there don’t know how to refund money. It’s a joke. The place is broken down. The workers are unhappy and unhelpful. Dumb.

  Business response

  10/29/2024

  Hello *****!
  
  We are sorry to hear you were unhappy with your visit to Zips Car Wash!
  
  We may be able to offer you a replacement upgraded wash. 
  
  Could you tell us specifically which Zips Car Wash you visited?
  
  Thank you!
  
  Zips Car Wash Customer Care

  Customer response

  10/29/2024

  
  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 as long as they follow through with their promise to me. 
  

  I visited the zips on **** *** **** in Louisville KY, 40216. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  10/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have a monthly subscription for Zips Car Wash and want it cancelled. I completed the customer service email requesting such and received a ridiculous list of items they want before they will cancel. I contacted customer service and was informed that they will not cancel because they can’t verify my identity. This is simply a corporate run around to make cancellation nearly impossible.

  Business response

  10/29/2024

  Hello ******
  
  Thank you for reaching out with your concerns!
  
  We strive to offer a seamless and memorable customer service experience and are sorry to hear we were unable to meet your expectations in this area.
  
  It seems in your case, the phone number we had on file with your account was put in as ending in ****, which resulted in our team member being unable to locate the membership by your phone number. For this reason, additional questions needed to be asked so we could access your membership and cancel it as requested.
  
  I see our team member was able to assist you with your cancellation, and your membership is scheduled to expire 11/25/24. We encourage you to utilize your membership as much as you need (limited to two washes per day), through 11/24/24.
  
  We are happy to assist if you need anything else!
  
  Best Regards,
  
  Zips Car Wash Customer Care
  
  
  

• Initial Complaint

  10/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  08.21.2024 I stop by at Zips car wash(**** *********** ****,Knoxville Tn37931)to wash my F 150. During routine process paying for car wash,2 employees came up to me and start convincing me to buy special promotion 17.50 $ for month unlimited wash.Person who was came up with offer was toll ******* ******** fella with much younger person who was also employed by Zip car wash.I don’t know names of any of this guys.Toll guy he’s told me there is not would be any other charges or my offer will expire by next month then I won’t be charge next month.I was make sure everything is legit,I did ask one more time:am I gonna be charge next month which he’s been insuring me there is no charges after this deal get expires.I didn’t not check my card billing statement,believe what I was told.Then…..Today going trough my banking statements obviously I was lied on 08.21.2024.I have been charged on 09/23/2024 again 17.50$.I went at Zips car wash 2:50pm then that was younger fella working,same guy who was standing by other toll guy who lied to me that I won’t be charged next month and I asked him who is in charge I have problem because I was charge again.He was telling me that he doesn’t know who is that person.Then I mentioned he was standing that day 08.21.2024 next to the toll ******* ******** guy.Suddenly he’s memory start working.Obviously we was to trying lied .That fella young dude,he was trying to blame on other guy,I told him who I do not care about person ,it’s company.Then he told me I am aggressive .I didn’t not touched him,I did not raise my voice,I was just asking why are you Zips car wash employees laying?Then he started walking away telling me He doesn’t give a **** about my problem!!

  Business response

  10/23/2024

  Hello ******
  
  Thank you for contacting us! We are sorry to hear you did not have a good experience, and appreciate your feedback. 
  
  After reviewing your request, we regret to inform you that we are unable to process a refund at this time due to our cancellation policy. Our policy requires that all cancellations be submitted to customer service at least seven days before the billing date to qualify for a refund. The details regarding the membership being an automatic recurring charge, and the cancellation policy were provided on your membership form which we have attached for your records.
  
  We understand this may be disappointing news, and we apologize for any inconvenience this may cause. However, we want to ensure you can continue enjoying the benefits of your membership until its expiration date on 11/20/24.
  
  We see you are on the unlimited Pro membership promotion. The promotional charges you incurred were $17.50 each which is cheaper than the cost of a one-time wash. The one-time wash price for this car wash is $24 per wash without the membership. We see you washed your vehicle three times, for a total savings of $19.50 in car washes thus far.
  
  If you have any further questions or need additional assistance, please do not hesitate to reach out to our customer service team. We are here to help and look forward to addressing any other concerns you may have.
  
  Thank you for your understanding and cooperation.

  Customer response

  10/23/2024

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

• Initial Complaint

  10/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hi! I had called last Tuesday (a week and a day ago) about cancelling my membership and I cancelled it over the phone. Today I was charged $45 for the fee although I cancelled. I am upset as they said they had cancelled it last week over the phone but then charged me $45 today for a cash wash membership.

  Business response

  10/29/2024

  Hello ********
  
  I wanted to personally thank you for reaching out to us 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, the refund you are requesting cannot be issued because the service has been used beyond the eligible period for a refund. However, you can still use your membership until 11/16/24, allowing you to take full advantage of the remaining benefits.
  
  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 Care

• Initial Complaint

  10/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Drove thru Zips car wash in Winston Salem while visiting my granddaughter.  Pushed button (I think) for car wash no receipt.  No persons at car wash.  Didn't look at my AE statement properly till today.  I realized have been charge Aug. & Sept.  Called AE today & blocked payments.  Phone is never answered.  Wait 10 minutes for 2 out of 7 phone calls.  No way to get in touch to cancel.

  (see Attached document)

  Business response

  10/09/2024

  Hello *********

  Thanks for reaching out to us, your membership has been cancelled.
  
  I wanted to personally thank you for reaching out to us 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 the service has been used beyond the eligible period for a refund. However, you can still use your membership until 11-5-24, allowing you to take full advantage of the remaining benefits.
  
  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.
  

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 17,2024 I went to zip car wash to get my car washed. After going through the car wash my car luggage rack was damaged on my vehicle. I had a damaged report filed out by the manager on duty. I contacted zip car wash customer service and was told that my car would be repaired and all I needed to do was to get two estimates and send them in. I got the two estimates and sent them in as instructed. Today I received the email calling me a liar saying that I drove my car through the car wash and I had my feet on the brakes. That’s how my car got damaged. That is a total false statement and I am very upset and I see why this company has a F at the Better Business Bureau. Can somebody please help me to get my car repaired or give me some information so I can contact the owner?

  Business response

  10/02/2024

  Hello ******

  Thanks for reaching out to us, we have received your estimates and the damage claim dept is working on your claim. Please be sure to check the portal for any updates regarding the claim. Have a good 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. ↩