ComplaintsforFlagship Carwash

• 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!

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a full service car wash with interior cleaning. On the interior cleaning the weather stripping of my driver back door was ripped off. The manager on duty file an incident report once the cleaning was done. I have not heard anything back from the Carwash.

  Business response

  10/08/2024

  Thank you for reaching out to us regarding the issue with the interior cleaning of your vehicle. We sincerely apologize for the inconvenience caused.
  I would like to confirm whether you have received any follow-up from our management team regarding this matter. If you have not, could you kindly provide the address of the location where this occurred so we can investigate further and ensure that you receive an update as soon as possible? We value your business and look forward to your response, and again, our apologies for the inconvenience this has caused.

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Carwash received on 9/7/24 resulted in damage of our brand new 2024 Chevrolet Tahoe that has less than 500 miles on ***** soon as the car was being dried by their service members it was noticeable in multiple places. All of the damage was pointed out to the manager, who cited they would take care of the damage after first reviewing their camera footage. After review of the footage, the manager is claiming there was a white spot near the largest of the damages meaning that she is claiming it was already there. She is claiming the car wash revealed more damage after it was washed.This is not the case, there was no damage prior to this wash. They are now not claiming responsibility. This is a $90K car - brand new purchased.

  Business response

  09/24/2024

  Im sorry to hear you had such a frustrating experience, but we really appreciate you bringing this issue to my attention. Our management staff will look into this. Since this is a site-level issue, the best way to go about this would be to reach out to the site and speak to the General Manager of the location as they and their manager review based on the footage and ensuring the damage was under the damage policies that are posted throughout the site prior to tunnel entry. Feel free to reach us at ********************************************************* if you need further assistance with understanding the claim decision or to get back in touch with management!

  Customer response

  09/24/2024

   
  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

  09/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have authorized the payment of $69.99 for two accounts (for myself and my wife). But my credit card was used to pay the monthly cost of a third account for $34.99 for three months. Despite having the same last name as the individual named on the third account, I do not know this person and did not authorize this payment. (I assume that my card was added to his account due to an unintentional error when I started a second account for my wife.)I spoke on the phone with customer support. The individual I spoke with advised that my credit card had been used to pay this other individuals cost and removed my card from his account. But I have had difficulty receiving a refund. This disappoints me, as I have been a longtime Flagship customer. Its also frustrating when another part of Flagship acknowledges the error and rectified it going forward.

  Business response

  09/24/2024

  Please send the information found on your membership account to ******************************** for quicker response time and we will ensure our management team reaches out to further assist you regarding your refund request!

• Initial Complaint

  08/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My card was used without my permission to sign up for a car wash membership. When I contacted the company, they canceled the membership but refused to refund the charge. Again, my credit card was charged - $39.99 - without my permission.

  Business response

  09/15/2024

  Thank you so much for taking the time to bring this to our attention and we sincerely apologize for the frustrations. We want to be sure to correct any error that may have occurred in this cancelation process. We have used your complaint info to send to our retention team to reach out to you as soon as possible and assist in canceling your account and seeing what issues may have occurred in your monthly charges. Please reach out to ******************************** with your information, license plate number, and charge date of the $39 along with the last four of your cc and we can help facilitate the refund!

• Initial Complaint

  08/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 19, 2024, I joined the car wash service at ************** in ******* and purchased an unlimited membership for my Honda Pilot SE 2022. I used the subscription service only once on the day of purchase. After the service, I immediately noticed that the console in the middle of my vehicle was discolored. I reported the issue to the on-duty manager, who initially did not agree that the damage was caused by the service. However, after demonstrating that the liquid used during the wash could discolor the console, the manager documented the issue by taking pictures and filing a report.I was told that I would receive a call from the district manager within a day, but I did not hear back. I followed up in person and was reassured that I would receive a call by Sunday or Monday. Despite multiple follow-ups, including providing all the necessary information (such as my name, contact details, vehicle information, and the details of the incident), I have not received any response or resolution.I have emailed the company multiple times following their initial response, where I was informed that someone from the relevant department would contact me. However, after my initial email exchange, I received no further communication. Below is a list of dates on which I sent follow-up emails, all of which have gone unanswered:July 9, 2024 July 11, 2024 July 16, 2024 July 23, 2024 July 26, 2024 July 30, 2024 Final email sent on July 31, 2024 Since joining on June 19, 2024, I have only used the service once and have only returned to the location to follow up on my complaint. Despite this, I have been charged the following amounts:June: $44.00 July: $44.00 August: $74.99 Given that I have not been using the service due to the ongoing issue and the lack of response, I am requesting a refund for these payments.

  Business response

  09/11/2024

  thank you for letting us know your feedback and experience! We sincerely apologize for the lack of communication and have informed the team to ensure you are provided a conclusion within no more than 1-3 business days. If you have not heard back within that time frame, please reach out to ********************************

  Customer response

  09/17/2024

   
  Complaint: 22162667
  
  I am rejecting this response because: I was told I would be contacted in 1-3 Business days but I haven't received any communication from flagship. 

  Thank being said. I am providing the subject of email I sent to flagship an dfollowed up originally on. 
  Urgent: Complaint Regarding Vehicle Damage at Car Wash
  
  Sincerely,
  
  ******** *****

  Business response

  09/28/2024

  Upper management has been notified and we are looking up the incident report to provide a conclusion! We appreciate your continued patience

  Customer response

  10/06/2024

   
  Complaint: 22162667
  
  
  
  I would like to reject the latest response from Flagship Car Wash. Despite their assurances that upper management has been notified and they are looking up the incident report, I have yet to receive any direct communication or resolution.
  
  
  It has been 11 days since I last emailed Flagship at their provided email address, attaching all relevant details and a screenshot of the email for reference. Despite this, I have not received any follow-up or further communication from anyone at Flagship.
  
  
  I am now questioning their commitment to resolving this issue given the repeated delays, lack of responses, and empty assurances. I would appreciate your continued assistance in pushing for a resolution.
  
  
  Thank you for your help.
  
  
  Sincerely,
  ******** *****

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was sold a promotion for a Car Wash for many washes within a month. I did it for two different vehicles. I was made to believe this was for a month. They started deducting money from my account again in August when I thought the promotion ended at the end of July. I contacted them for a refund but was told there was no refund. I went to the office but instead they gave me a number to call.

  Business response

  08/21/2024

  Thank you for bringing this to our attention! We sincerely apologize for any miscommunication from our team members and want to ensure this doesn't happen again as well as look into providing you a refund. Please provide the address of the location that this occurred at and your membership number to *********************************************** and we will ensure any unused funds are refunded

  Thank you for the opportunity to make this right!

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  August 5. 2024, I tried to purchase an air freshener for $1.79 and was charged $179. They refused to process the refund and the car was still filthy.

  Business response

  08/19/2024

  Thank you for bringing this to our attention and on behalf of the team, I sincerely apologize for the frustrations and for any potential miscommunication! Please send the receipt of charge and location that this incident occurred at to ******************************** and we will investigate this further and reach out!

  Customer response

  08/19/2024

   
  Complaint: 22093417
  
  I am rejecting this response because: the issue has been corrected 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for a two month promotion for unlimited car washes on June 3, 2024. They charged me on July 3rd and then charged me on August 1st. This was an early charge which is illegal. Furthermore, I was going to cancel the service due to the higher cost after the promotion. I contacted an agent via chat and was told that I needed to give five days notice for cancelling. This was not communicated to me at the car wash or via email. The agent said they could not give me a refund because it was not extenuating circumstances. She then proceeded to disconnect. I would like to be refunded the money charged to me. This business should do a better job at communicating to customers the policies they have for cancelling and they should NOT charge customers early. I now have to file a complaint with the attorney general for the early charge practice that this company employs.

  Business response

  08/14/2024

  Thank you for taking the time to bring this to our attention. We do have a cancelation policy of 5 days prior to the charge date on our website and do sincerely apologize you were charged. You can find our terms of service in the following link: Unlimited Car Washes - Flagship Carwash ***************************************************************; " MPORTANT: All cancellations must be received 5 days prior to your plan's monthly recharge date to prevent the next charge from posting. No full or partial month(s) refunds will be issued for membership cancellations. You may continue to use your cancelled membership until the last day of your billing cycle."

  Customer response

  08/20/2024

   
  Complaint: 22076290
  
  I am rejecting this response because: You illegally charged two days before the date it was supposed to be charged.  Also, when customers sign up at the car wash, it is not explained clearly that there is a 5 day cancellation window.   I was offered a free month because of the early charge and the poor communication of the policy but have not received any notification that was given.
  
  Sincerely,
  
  *************************

  Business response

  08/29/2024

  We have notified the call center to provide confirmation that the month credit has been provided for your records. Please allow no more than 2-3 business days to receive the confirmation. Thank you!

*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. ↩