ComplaintsforZips Car Wash, LLC

• Initial Complaint

  09/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called to cancel my zips car wash subscription and was offered to extend my Zips car wash subscription for 10.00 for 4 months and I was emailed a confirmation detailing this information. The very next month I was charged 25.00 I emailed the company and was told they could see the offer i was given but there was a "glitch" and it would charge properly the next month. (I also have a copy of this email) This month I was charged another 25.00 I emailed to cancel and based on the two previous emails requested the overcharge be credited which the agent did not address at all. I am entitled to 30.00 credited back to my card or mailed to me for the unauthorized withdrawal by this company.

  Business response

  10/01/2024

  Hello *****!
  
  Thank you for reaching out! We wanted to confirm that you have been issued a refund in the amount of $30. Our apologies for the inconvenience this issue has caused.
  
  We appreciate the opportunity to make things right. You will find an email from one of our customer care team members confirming the refund.
  
  If you need additional assistance, please reach out!
  
  Best Regards,
  
  Zips Car Wash Customer Care

• Initial Complaint

  09/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I opened an account with Zips Car Wash in Avon Park, FL. I cancelled the account on 6/1/24 and continued to get charged twice more. I returned to the business and they told me that apparently a second "ghost" account had been opened when I first opened my membership and there were 10 months worth of charges on that account. The local business refunded me for 3 months but told me the other 7 months had to be refunded by corporate. I called corporate on 7/30/24 and received an email from ***** that said my refund request was approved and it would take 4 to 6 weeks to receive the refund. On 9/3/24 I contacted corporate again to check on the status. ****** sent me an email saying that the refund was approved on 8/5/24 and the timeline would be 4-6 weeks from that date. on 9/14/24 I contacted corporate again and ****** responded that the check was mailed out however due to a delay with their 3rd party check processor the check wasn't processed until 8/14/24 and the 4-6 week wait would start from that date. On 9/20/24 I contacted them once more and ****** simply sent me the same exact email he sent on 8/14/24. Today I sent them another email and ****** responded that they had a delay with the check processing department. He was going to put a request to get an updated timeline on the refund. They are obviously giving me the runaround. Zips opened a second account without my knowledge and charged me for 10 months. All I want is my money back.

  Business response

  09/25/2024

  Hello *******

   

  Thanks for reaching out to us, I do apologize there has been a delay in checks being sent out, However I do see yours is in the processing stage and will be sent out to you via USPS. Have a good day!

• Initial Complaint

  09/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Zips incorrectly scanned my license plate and ended up charging me double for five months. I was charged over $50 a month for five months. I contacted the company and they filed my complaint. My subscription was cancelled and they said they’d contact me regarding a refund for my double charges. I received an email that they were investigating and have received no follow up from my previous two check ins. They are ignoring my concerns. A company that certainly earns good money refuses to reimburse me after their mistake of double charging me. That is NOT okay.

  Business response

  10/01/2024

  Hello *****

  Thank you for your patience while we reviewed your account. We are pleased to inform you that your refund request for $150 has been approved.
  
  To proceed with processing your refund, we need to submit your approval to our accounting department. However, we require some additional information to ensure your refund is sent to the correct address. Could you please provide us with your full mailing address at your earliest convenience?
  
  We want to ensure that you receive your refund without any delays and appreciate your cooperation in providing this information.
  
  Thank you for your understanding, and we look forward to hearing from you soon. If you have any other questions or need further assistance, please feel free to reach out to us.
  Best regards,

• Initial Complaint

  09/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Zips car wash charged me two memberships for the same vehicle for 13 months. We called and complained about they refunded twenty dollars. When I was owed 260.00 dollars. They registered the same vehicle for two accounts. Very unsatisfied with zips and all

  Business response

  09/20/2024

  Hello ********
  
  We would be happy to get a second look into this.
  At this time, the membership that was issued a one-time refund has been used through 09/18/24.
  
  Would you mind checking the RFID number on your vehicle? If you have more than one RFID tag on your vehicle could you take a clear photo and provide it either here or to our team?
  
  Thank you!
  
  Zips Car Wash Customer Care

• Initial Complaint

  09/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Zips car Wash got me into a monthly service telling me I would only be charged $10 a month. Most months I don't even use it but because it was $10 I said that was fine. I look on my card and I have been charged $45 a month repeatedly. I'm finding there is nobody to contact in no way to get this resolved quickly.

  Business response

  09/18/2024

  Hello Tessa,

   

  Thanks for reaching out to us, the refund request was denied due to our 7 day policy, which states all memberships must be cancelled 7 days prior to the bill date. We also have a membership form on file that states the price of the membership after the $10 promo. All decisions are final, Have a good day!

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 10th 2024 I went to report the damage to the paint of my new car to this car wash in Durham, NC on ****** ****** **** ** *r... which I noticed after going thru the car wash the day before... They filed a claim to their headquarters, which they said to me was the ones handling all claims... They also told me that several other clients had complained recently about similar issues... They also shared that they had submitted other claims recently to their headquarters... They had recently changed all their brushes as part of a lot of remodels that they had recently done, and in doing so, they apparently misaligned the first brushes as you go into the carwash tunnel, which I was able to prove to them with pictures of my car going thru the car wash... Furthermore, employees of the place told me that they had been instructed to realign those brushes right AFTER I had filed my complaint... Their headquarters answered - denied the claim - saying that "The scratches in question are inconsistent with the car wash processes and procedures" and "it is worth noting that no further damage was reported "on the same day of my visit""... and "If you remain unsatisfied with this decision, we encourage you to contact your insurance company"... I did contact *****, my insurance company, and explained the situation to them. Zips car wash wouldnt anser their calls, so they emailed back and forth. Zips finally told them that EACH LOCAL car wash is responsible for their claims and to go back to them and get THEIR insurance information... now the local carwash is NOT responding to their emails at all... Needless to say, I have cancelled my membership with them.

  Business response

  08/29/2024

  Hello ******,

  Thanks for reaching out to us, I do apologize that was your experience you had with Zips Car wash I do understand the claim was reviewed by our claim dept. Once a decision has been made by them we are unable to overturn there decision. Have a good day !

  Business response

  09/06/2024

  Hello ******!
  
  I do see you have a damage claim in the portal and have contacted our customer care team.
  Our customer care team cannot handle damage claims, so I do recommend responding directly to **** with your concerns through the damage claim portal.
  
  If you have any further questions, please don't hesitate to reach out to us directly.
  
  Best Regards,
  
  Zips Car Wash Customer Care

  Customer response

  09/15/2024

  
  Complaint: ********
  
  I am not happy with this response because:
  1) its impossible to find their claims portal... and

  2) ** **** wrote to me from "***********************" as in "he doesn't want to hear from us, customers.

  Nonetheless, I have submitted another request, addressed to him, with updated files and details of the claim. I am now waiting to hear from him to see if he will reconsider the case.

  again, I am reminding him that they gave me one answer, and a different answer to *****, my insurance company.

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

• Initial Complaint

  08/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On June 25, 2024 I visited the Zips Car wash on Challenger Ave In Roanoke VA. There was a young man at the kiosk blocking me from using the kiosk and asking me if I wanted to be apart of a promotional. His offer : for 10$ I get 2 car washes. This was cheaper than the standard price so I asked a few questions. The most important being “Will there be any recurring charges or commitments?” His answer was “No, you have to download the app and create an account to select the monthly plan before they will charge you monthly” We talked about it some more and again I asked if I would be charged again after today’s car wash. Again he said No. He then produced a piece of paper he needed me to fill out for the promotional and once again before signing it I asked him if I would Be charged anything additional - again he said No. So I got my Car washed and didn’t return again. I wasn’t particularly pleased with the wash and I didn’t go back for any more. Fast forward to August 24, 2024 and I look at my bank statement . Surprise surprise I have (3) recurring charges from Zips for 35$ / month ! Going back to June when this all Started. This company scammed me into participating in a promo they claimed would be charge me again for any reason . I contacted Zips and they refused to refund me for the 3 months I was charged fraudulently. Luckily , I was able to dig up the dash camera footage from that day and I have this young man on camera and audio , caught dead to rights scamming me. If you check the companies local reviews on Google and Yelp, you will see I’m not the only one who was taken advantage of. Countless other locals fell victim to the same scam from Zips and are having trouble seeking refunds. Make this right Zips or I’ll be contacting the local news, law enforcement, and I’ll be protesting in front of your business with signs that state your Scamming the local residents of Roanoke !

  Business response

  08/28/2024

  Hi ****
   
  Thanks for reaching out to us, we can only refer to your signed membership agreement form, which is attached below. This document outlines the terms and conditions agreed upon at the time of your enrollment. We appreciate your understanding and cooperation in this matter. If you have any questions or need further assistance, please do not hesitate to reach out. Please understand all decisions are final, Have a good day !
   
  

  Customer response

  08/28/2024

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

  Referring me to the fine print of your contract doesn’t negate the fact that you had your employee out there scamming people. Telling us that no additional charges would be made. No monthly subscription , etc. I asked him a total of 3 times if my card would be charged again and he said no . He stated that I would have to sign into the App and create an account before any monthly subscriptions would start. Your employer Lied to me , as he was instructed to do by Zips Management on Challenger Ave. There HAS to be some accountability for this. People can’t just go around scamming customers into monthly premiums by lying about the terms to their face.
  And it’s not Just me. There are COUNTLESS other BBB reports on you for the same exact circumstance where your employee lied to customers about there NOT being any monthly subscription or additional charges. 
  not only that but Google and Yelp is FULL of negative reviews stated the EXACT same circumstance! Zips Car Wash is running a Scam on their customers and I want accountability! I demand a refund , or I’m taking my dash camera footage to the local police and news station. 
  You’ve been caught red handed and called out ! Now do the right thing , and stop scamming customers !

  
  Sincerely,
  
  *** *****

  Business response

  08/29/2024

  Hello ****

  Thanks for reaching out to us, Upon reviewing your membership agreement, it appears that you have indeed signed the agreement, as indicated in the attached document. As per our company policy, refunds are not issued once the membership agreement has been signed. We have a signed membership form on file. 
  
  Thank you for your understanding and patience in this matter. If you have any further questions or require assistance, please don't hesitate to reach out to me directly.
  
  Best regards, 

• Initial Complaint

  08/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In early April, I visited my local Zips Car Wash (Knoxville, TN) and asked for my credit card information to be updated on my existing account. However, it was brought to my attention this month that the employee I spoke with in April created another membership account and cancelled my old account. I did not authorize this transaction. As a result of the employee creating a new membership account, I have been overcharged for several months. I have a breakdown of the charges below: April 19 charged $10.00 for new membership rather than $25.00 for old membership (+$15.00) May 20 charged $45.00 for new membership rather than $25.00 for old membership (-$20.00) June 19 charged $45.00 for new membership rather than $25.00 for old membership (-$20.00) July 19 charged $45.00 for new membership rather than $25.00 for old membership (-$20.00) August 20 charged $45.00 for new membership rather than $25.00 for old membership (-$20.00) Based on these numbers, I was overcharged for four months. Again, I requested that my credit card information be updated. I did not authorize my credit card to be used to create a new membership account that would cost me more than my original membership. When I went to my local Zips Car Wash on Saturday, August 24 to question the changes, I spoke with Johnny Lewis. He said that he had been placed at the location "to clean it up" because these unethical practices were occurring regularly. I made a request to Zips and asked to be refunded me the $65.00 I was overcharged due to these unethical practices by one of its employees. I received an email from Zips corporate this morning stating, "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." Because I did not know a new membership was created, I was not aware I should have asked for a refund.

  Business response

  08/28/2024

  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, your refund request has been denied because the service has been used beyond the eligible period for a refund. We also have a signed membership form on file that was sent to you prior for the membership.
   
  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,
   
   
   
   

  Customer response

  08/28/2024

  
  Complaint: ********
  
  I am rejecting this response because this is the same email response I attached to my complaint. I filed a complaint after receiving this email because this response from Zips Car Wash did not address my concerns about the unethical practices being condoned by the company. Zips Car Wash declined to reimburse me when my credit card was used unlawfully without my authorization. I did not authorize a $45/month membership. I had a $25/month membership until April when an employee canceled my membership and created a new membership. 
  
  Sincerely,
  
  ********* *********

  Business response

  08/29/2024

  Hello *********,

  Thanks for reaching out to us,  Thank you for reaching out regarding your refund request. I understand your frustration and want to assure you that we take your concerns seriously.
  
  We have a signed membership form on file, Upon reviewing your membership agreement, it appears that you have indeed signed the agreement, as indicated in the attached document. As per our company policy, refunds are not issued once the membership agreement has been signed. All decisions are final
  
  Thank you for your understanding and patience in this matter. If you have any further questions or require assistance, please don't hesitate to reach out to me directly.
  
  Best regards, 

• Initial Complaint

  08/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went for a regular car wash and did not sign up for any monthly membership. This occurred in Myrtle Beach South Carolina on vacation The company has taken my credit card information in has been charging me a monthly membership every single month and I have asked them repeatedly to stop charging me a monthly membership fee that I did not sign up for I have provided them bank statement screenshots, showing them the charges that they are illegally charging me for that I did not sign up for I have provided the requested license plate and vehicle information of my vehicle and they continue to charge me fraudulent charges that I did not sign up for a monthly membership I want my money, reimbursed and I want the charges to stop

  Business response

  08/27/2024

  Hello ****,

  Thanks for reaching out to us, I see on 8/19 you requested to cancel the membership due to it being to expensive and was offered a promo which you accepted for $20 for 3 months. If you would like the membership cancelled I can be sure to do do. Have a good day !

• Initial Complaint

  08/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In January 2022 I purchased a "Fleet" car wash membership. It was explained that my membership would be good for all the cars I owned. I confirmed with the person several times. They gave me the windshield sticker in plastic to cover the stickyness of it. For over 2 and 1/2 years I brought my multiple and different vehicles in for car washes. Each time the system scanned the sticker encased in plastic I was provided by me just holding it up for it to be read. 9 out of 10 times there was an employee there at the entrance gate assisting me with the computer system, sometimes even holding the sticker for me. That was until today, Aug. 23, 2024. The person at the entrance said she would not let me in with the sticker not attached to the windshield. I explained to her what I was told when I purchased the membership and how long I had been doing this as a member. I also explained the system allowed for 2 washes a day and I found that out when one day I paid for the third car wash I was getting. She claimed to be the manager but would not tell me her name. She accused me of lying about being told the membership was good for multiple vehicles and accused me of STEALING the car washes when I came with different cars on the same day. She took the sticker and said it had to be attached. I told her if I had to have the sticker attached to a vehicle then I didn't want it on the one I was driving right then but she stuck it to the windshield anyway! She also PUT IT ON THE OUTSIDE OF THE WINDSHIELD! How does that even make sense?!

  Business response

  08/27/2024

  Hello ***,

  Thanks for reaching out to us, each vehicle must have a sticker placed on the windshield and should not be removed for any reason if the sticker is removed it voids the membership. I see that you have requested to cancel the membership but please understand you are not able to use the same sticker for multiple cars. 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. ↩