ComplaintsforFlagship Carwash

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/20/24, I took my car to Flagship. I have had a monthly membership since they opened. My car is not old, had no damage or modifications when I entered the wash. When the car came out the trim over the rear driver's-side wheel well was gone. I addressed this with the staff detailing the car and they told me a manager would speak to me. I approached a senior staff person, who identified himself as *****. I informed him of the damage and told him the piece from my car was in the wash. He retrieved it and informed me to provide my contact information and a manager, ******, would be in touch the next day because no manager was on site. While I was waiting for the detailers to finish, I observed two Flagship managers arriving. ***** shared my contact details with them. They walked past me and went behind closed doors. I knocked a few times and they would not open the door. ***** came out and confirmed they were managers but that I needed to speak to a different manager who was not there. In the meantime, I took pictures, saved my dashcam footage, and checked their website for any disclaimers. I observed a staff member attempting to fix the damage, but several pieces were broken off so it would not stay on. It needs professional repair. ***** said he had told them not to try to repair it. I attempted again to get ***** to let me speak to the two managers. Unfortunately, after I left, I did not receive the call as promised. I contacted customer service by phone 1 and 2 days after the damage and contacted them by email. Initially they couldn't find my account, and told me it had been modified on 10/20/24 but I did not make changes. They said I should have filled out a damage claim form before leaving, but no forms were provided. I was told to write my name on a notepad. My car is damaged and they have not contacted me as promised to discuss how they are going to resolve this.

  Business response

  11/07/2024

  Thank you for bringing this to our attention, we take situations like this very seriously, and its important to us that we resolve this matter properly.
  To ensure we follow up with you appropriately and investigate this further, we kindly request that you send the location where this occurred to ********************************* This will help us address your concerns with the appropriate team and ensure that you receive a proper follow-up on your damage claim.
  We are committed to providing the best possible service and support, and we will work to address this situation as swiftly as possible. Once we receive the details, a member of our management team will reach out directly to discuss the next steps.

  Customer response

  11/07/2024

   
  Complaint: 22466559
  
  I am rejecting this response because they are simply dismissing with a standard response to contact them. I already contacted them before coming to BBB. This is effectively the same as no response 
  Sincerely,
  
  ****** ********

  Business response

  11/17/2024

  we have checked the requested inbox and do not see email communications from  **************************** - please provide the location here and we will ensure the correct team reaches out!

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was emailed a coupon for a free carwash at the Flagship location in *******, **, on *******************. Upon arrival I was notified by the attendant the coupon wasnt working. She asked the manager **** and expressed that would not be honoring the coupon even though we received it today 10/22/2024, just a hour before we arrived at the location. He said he would give us a $10 discount but he didnt care no the coupon was not gonna be honored and we left. We dont want any problems for them but we would like our coupon honored.

  Business response

  11/06/2024

  Thank you for reaching out and sharing your experience with us. We sincerely apologize for the miscommunication and the inconvenience you encountered regarding the coupon you received. We take issues like this very seriously, as its important to us that every customer has a positive experience at our locations.
  To ensure we can address this matter thoroughly, we kindly ask that you follow up with the retention team to ************************************* will help us provide the necessary corrective measures at the site and ensure that the situation is resolved properly and provide you with a proper resolution!

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My right rear bumper was cracked during the car wash Oct 8th. I filed a claim same day within a hour of paying for the wash with **. I submitted estimate 2 days later Oct ******* one from the business has contacted me abt the claim. I was informed I should have been contacted *** a resolution within 3-5 business days. It has been 7 business days today.

  Business response

  10/30/2024

  operations **** is currently working on a check to be sent with reputation management for the customer

  Customer response

  11/05/2024

   
  Complaint: 22436059
  
  I am rejecting this response because: the business seems to just be delaying actually taking action and sending out the check to cover the quoted damages. How long does it take to print and mail a check?? They responded to my complaint on Oct 31st 2024 saying operations is working to get a check mailed out today Nov 5th 2024 I get an email from the ** saying the same thing the company is still in the process of getting a check mailed out to resolve this issue 

  Again, how long does it take to actually print the check and mail it? 
  Im rejecting the words they keep repeating and Ill accept the response when the check is actually received. 

  They seem to be using sending in a response (words) to delay actually taking action to resolve the issue. It doesnt take one month to resolve this issue. And it has been about a month since the damage occurred. 
  I am willing and have been considering my options to escalate this even further.

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

  Business response

  11/10/2024

  I just spoke with the general a manager who stated you received an update regarding the pending check form our insurance/claims department on 10/22 in which he didn't receive a reply back and 11/5. As of right now they are still waiting for the check to be sent out which is in the responsibility of the insurance department. Our management team has been requested to follow u with you as soon as any update occurs from our claims department

  Customer response

  11/18/2024

   
  Complaint: 22436059
  
  I am rejecting this response because: I still have not received the check to cover the damages to my vehicle. The business is now saying it is the responsibility of the insurance company to send me the check. However, it does not appear that the business is doing all that it can to get this issue resolved in a timely, efficient manner. If the business accepted liability what could possibly be taking the insurance company so long to process a check?? And now the holiday season is upon us and Im anticipating that will compound the delay. Please see my response to business response below:

  I didnt respond to the Oct 22nd message bc I didnt see any reason to do so since he said he completed his part and submitted my claim and information. However he was still unsure at that point of how the situation was to be handled by management. 
  I didnt respond to his Nov 5th message bc he never seems to have anything of substance to share with me with regard to my claim. As you can see from both of his messages, he states hes waiting on updated information as well and he also mentioned nothing about the check coming from the insurance company. 
  
  It was after his Nov 5th email that I reached out to you, hoping for an actual update with information that communicates that the process is moving along. And I still maintain that it shouldnt take over a month to resolve my claim. And I have every right to be frustrated by this situation and anxious for its resolution. 
  Maybe someone should reach out to the insurance company to determine what the hold up may be. 

  Again my goal is to get this resolved asap. I desire no further contact with this business at all but I will not drop this matter and will continue (and escalate) this issue until I receive compensation from them for the damage they caused. 
  I will continue to leave reviews on all public forums and am currently looking into my options to sue in court. I think I have been patient but see no reason this should be taking this long to resolve. It has been over one month and Ive been told that the business is working on getting a check out for a couple of weeks now. It took the business less than an hour to take my $44 for a car wash (poorly done) and to damage my car in the process but they would like me to be patient while they drag this reimbursement/resolution process out for well over one month and counting. 
  
  Sincerely,
  
  ******* **********

• Initial Complaint

  10/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for the monthly membership while having my car washed at the ***********, ** location. I was told by the employee if I choose to cancel, simply scan barcode and select cancel on or before Oct 11. This was and remains impossible because the website does not function rather says, "oopps sorry". I tried the option to request help through the ticketing system on 2 occasions and No response. Lastly, I have called several times and after holding for 30 minutes, I hang up. I have been charged again and have no way of cancelling. Be careful if you sign up and give them your credit card. They will charge you monthly and it is impossible to cancel. Hugely, disappointed.

  Business response

  11/01/2024

  Your experience is important to us, and Im sorry for the inconvenience youve faced with our website and customer support.
  To assist you further, could you please send the last four digits of the credit card being charged and the dates of those charges to ********************************* This will help us resolve the issue promptly.

• Initial Complaint

  10/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I never authorized an employee of Flagship Car Wash in *********, ** to charge my card to join their membership. I noticed my card has been charged for the past two months for $74.99 as a member, when I barely use their services more than three times a year. I tried calling and was directed to a call center who couldn't even find my name or card information to prove I was a member; I tried contacting them from their website, informing them of this and demanding a refund, but no one has bothered to respond.They had no right or authority to do this. And I want my money back.

  Business response

  10/18/2024

  I am so sorry this happened and completely understand why this would be so frustrating. We want to ensure this error is corrected - please provide the last two charge dates and last four of the cc being charged to reviews@flagshipcarwash.com for faster response time. We thank you for the opportunity to look into these matters further!

  Customer response

  10/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22382335, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Sangeeta Joshi

  Customer response

  10/21/2024

   
  Complaint: 22382335
  
  I am rejecting this response because: On 10/4 I submitted a complaint against Flagship Car wash and they agreed to refund the amount they charged without authorization. However, after I selected I accepted their offer and emailed them the dates and amount, I have not received any confirmation or acknowledgement of my email. So this matter is not resolved after all. Do I need to submit a new complaint?

  
  

  Attached is what they offered and yet no response or acknowledgement from them!

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

  Business response

  10/31/2024

  adsmin team well ensure a resolution by 11/2 unfortunately email provided read as a junk mail

  Customer response

  10/31/2024

   
  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.
  

  please have them confirm they have corrected my email as not junk and to please send me an email confirming the 3 months worth of unauthorized charges. ********************************
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  10/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Morning of 9/21. Purchased Deluxe car wash in ******, ** Asked if they had air there to pump up the tires since i was in a rush. Drove 5 minutes later stopped nearby to add air to tire before long road trip to a wedding. Air valve stems on drivers side front and rear tires had been ripped off. Contacted chat immediately. ********* in the chat let us know that there was a ticket submitted and that someone would contact. There was no contact. Contacted chat again a week later, this time India gave me an email to contact. Contacted said email and still no response from anybody. **************: ******** Black 2017 ******** ATS

  Business response

  10/16/2024

  We sincerely apologize for the inconvenience you experienced on the morning of September 21st during your visit to our car wash in ******, **. We understand how frustrating this situation has been, especially with your upcoming trip.
  To ensure we address your complaint as quickly as possible, could you please provide the exact address of the location where this occurred? This will help us direct your concern to the right team promptly.
  Thank you for your patience, and we look forward to resolving this matter for you.

  Customer response

  10/16/2024

   
  Complaint: 22370073
  
  As quickly as possible?? Its been a month. I have reached out in all ways possible. Phone, live chat, multiple different emails, social media and no action until now 

  the address is 
  ********************************************
  
  Sincerely,
  
  ****** ******

  Business response

  10/26/2024

  Thank you for your patience and for bringing your concerns to our attention. I sincerely apologize for the frustration youve experienced over the past month.
  I want to assure you that we have forwarded your information to the appropriate supervisor to ensure prompt follow-up. As we approach the weekend, please allow 2-3 business days for a resolution. If you dont hear back within that timeframe, please feel free to contact us at ********************************************************.
  We appreciate your understanding and are committed to resolving this matter for you.

  Customer response

  11/05/2024

   
  Complaint: 22370073
  
  I am rejecting this response because: 

  This has certainly not been resolved.

  The incident occurred on 09/20 

  Attached was last contact 

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

• Initial Complaint

  09/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is my second attempt to contact your office. This concerns my membership # *********** which is for my plate BKHRLM . This memembership has been charged the following date(s) 5/23, 5/30, 6/24, 7/1, 7/23, 7/30. The Last 4 is the card used 7663. If you look at your records, as told to me by your customer service aide, there has been no use also the location was closed in May. With my personal card I opened a new membership with my card ending in 0768 and it had been charged a new memembership fee of $30 on August 02 and July 04 and June 2nd for the same car. I request a refund of all the cost accumulated for memembership *********** resons being your establishment was closed and no service was rendered. Also this is a double billing for June and July, because my card was charged for the same months. Also the old memembership was chargd back to back charges, examine the dates for a monthly memembership price. The total that was charged is $329.94 I can be reached at ************ or ********************* Thank you.

  Business response

  10/10/2024

  BBB - Thank you for bringing this to our attetion. Please refer to the attached photos - the refund of $329.94 being requested was not a charge but TWO refunds given by mistake. Customer was ony to receive the one refund of $164.97 and was given this refund twice totaling a refund double of what was originally suppose dot be given. In trying to make things right we are not asking to recharge the second refund and are happy to confirm that customer service had explained this to the customer when they called in thinking this was a charge and not a credit on their account :) 

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint is very similar to a complaint submitted to the BBB on 8/26/24 -- we recently discovered a second monthly membership account was being billed to us for a car that is totally unrelated to us. We had a monthly membership with barcode #************ and used it fairly frequently - at least several times a month. That legitimate membership is associated with phone ****************** plate #UDR5303. It is billed to my wife's Discover card. In June my wife used the web portal to pause that membership while we were away. In July she noticed we were still charged, but thought perhaps we were being billed in arrears. When the charge occurred again in August my wife called and was told she had successfully "canceled" 1 account in June but not the other. She was surprised to learn there was a second account. She thought I might have signed up for another. I confirmed I did not do so, but was once required to present my **** card when I had our vehicle with the legitimate account washed. We were being billed $31.99 per month for this 2nd account beginning in November 2023. I did not realize our legitimate membership was being billed to my wife's Discover card & therefore didn't realize it was a duplicate charge.When we realized the extent of the overcharges my wife called customer support again & learned the 2nd account is associated with a ********** with license plate YAOHIO. She stated we have no association with that vehicle, that these were either fraudulent or mistaken charges by Flagship & requested that we be issued a refund for the ten months we were billed for somebody else's usage. She was directed to the online portal. Like the person who filed a BBB complaint on 8/26/2024 she received no response to multiple calls and submissions to the website. We canceled our membership, & will warn **************** to avoid Flagship car wash.

  Business response

  10/07/2024

  I want to start by sincerely apologizing for the confusion and frustration you've experienced regarding the billing issues with your Flagship Carwash membership. I completely understand how frustrating this situation has been for you and your wife, and I deeply regret that youve had to deal with such an inconvenience. Upon reviewing your complaint and comparing it with the similar case filed with the BBB, I can see that this situation reflects a serious lapse in our ability to communicate effectively and rectify errors in a timely manner. I assure you, this is not the standard of service we strive to provide, and I take full responsibility for the overcharges that have occurred on the second, incorrect account associated with the **********. Were you able to receive a refund for the second account?

  Customer response

  10/07/2024

   
  Complaint: 22322899
  
  I am rejecting this response because: no refund has been issued for the $319 overcharge to the **** card ending in 8139. 
  

  We look forward to seeing the $319 refund credited to our account. 
  

  I very much appreciate Flagships acceptance of responsibility and accept the apology. 
  
  Sincerely,
  
  *** *******

  Business response

  10/17/2024

  Thank you for the confirmation and understanding! I have sent the above information and last four of your cc to our retentions management team to assist further with these charges. Please allow no more than 1-2 business days to hear back from the team (they may call via cell provided so keep an eye for unknown numbers!) If you have not heard back within the estimated time frame, please reach out to ******************************** for prompt response time!  Thank you sincerely for the opportunity to make this right!

  Customer response

  10/22/2024

   
  Complaint: 22322899
  
  I am rejecting this response because: the promised refund has still not been provided and the only communication I have received from Flagship is what's reflected in the history of this complaint.  They continue to promise action but do nothing. It's ridiculous that I have to fight so hard for money *they admit* should be refunded. No other vendor I've worked with has ever dragged a refund out as long as this. Unbelievable. 
  
  Sincerely,
  
  *** *******

• Initial Complaint

  09/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Two months ago , I had a credit card hacking issue and my card was shut down. I gave car wash another card for monthly charges. It worked first month but apparently did not get to their billing **** as they attempted old card. I called and was told I had to go to above location. I did, untrained girl could not get card to go through but instead she put through 4 times to make up for it so instead of one charge for *****. I got 3 additional charges unauthorized for *****. I have asked them to put back in my account and they are refusing to do so s******* up my account and making life miserable

  Business response

  10/08/2024

  I sincerely apologize for the inconvenience and frustration this situation has caused you. It is absolutely not the experience we want for our customers, and I completely understand how upsetting it must be to deal with these unauthorized charges.
  I want to assure you that we take this matter seriously. I will personally follow up with the relevant department to investigate what went wrong and to assist in ensuring the charges are corrected.
  In the meantime, could you please provide the location where this occurred so we can expedite the resolution process? We will work directly with you to process a refund for the additional charges and ensure your account is corrected as soon as possible.
  Thank you for your patience, and once again, I apologize for the inconvenience. We appreciate your business and are committed to resolving this as quickly as we can.

  Customer response

  10/09/2024

   
  Complaint: 22302739
  
  I am rejecting this response because: They have offered nothing. The location was conveyed to them on numerous occassions. It is One Loudoun but until they offer payment, there is nothing to accept.
  
  Sincerely,
  
  ******* ******

  Business response

  10/19/2024

  Thank you for clarifying the location! We have sent the information to our call center's management team to further assist in getting this cc payment issue resolved. I want to thank you again for your patience and completely understand the frustrations regarding these charges. Please allow no more than 3-4 business days to hear back from management. If you have not heard back within the estimated time frame, please do reach out to ******************************** for fastest response times.

  Customer response

  10/21/2024

   
  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

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 1st, 2024, I took my Dodge Challenger to the Flagship Carwash at ********************************************. While going through the wash, my car was damaged by the car wash, which I have proof of. Immediately after, I grabbed one of the managers and had them verify the damage. Afterwards, I submitted a car damage complaint, yet since then, I have not been contacted at all.

  Business response

  10/07/2024

  First and foremost, please know that we take any incident of damage to a customer's vehicle very seriously. I understand how frustrating this situation must have been for you, and I am truly sorry for the lack of follow-up after your initial complaint. If you have not yet receive communication = please provide me the exact address this occurred at and we will get you in touch with the right management team!

  Customer response

  10/13/2024

   
  Complaint: 22278336
  
  The incident occured at the location on ********************************************. The easiest way to contact me is at **********. 
  
  Sincerely,
  
  **** ********

  Business response

  10/24/2024

  Thank you for getting that over to me, ****! I have sent all the information to the appropriate regional manager to ensure the damage claims is pulled and reviewed. Please allow the, no more than 2-3 business days to go over the claim with the claims department and make appropriate corrective adjustments can be made for the delay you experience. If you have not heard back within that estimated timeframe, contact us at ******************************** so we can ensure you receive a proper resolution. Thank you for the opportunity to make this right!

*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. ↩