ComplaintsforSilverstar Car Wash

• Initial Complaint

  10/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Duplicate charges from Silverstar CarWash These charges were on the same make and model of the vehicle. It is a Kia K5 2023, Gray wolf color. I have tried cancelling my membership online, which was not done by their company. I have also called them on 3 separate occasions once in August, and September 20th, and October 14th, 2024. They have said that their computer system has gone through some changes and they have also told me that they would have someone who works with the billing call me back and I have never received a call from someone in billing. During my 2nd call to the company I did state that "I am about to seek matters further" and the lady on the line stated "Please do not speak in those manners, as I am instructed to hang up on people when they mention things in this manner." All of these charges were directly taken from my bank account, if needed I can provide copies of these charges. The amount of $26.50 was the accurate amount to be charged. I have been charged twice every month. Each charge is for $26.50 and $31.81. I would like to be reimbursed for $31.81 for each month please. Most recent duplicate charges: Began in January 2024. $26.50 on August 8th and $31.81 on July 30th $31.81. July 1st $31.81 and July 8th $26.50. June 10th $31.81 and May 29th $26.50 May 8th $26.50 and April 29th $31.81 April 8th $26.50 and March 29th $31.81 March 8th $26.50 and February 29th $31.81 February8th $31.81 and January 29th $26.55 January 8th $26.50

• Initial Complaint

  07/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I purchased two of the winter wash pass promotion with two different email addresses. Initially I was able to get a few car washes with one of my cars. I was having issues with the 2nd car and was told that the ID# on my car needed to be updated. I was instructed by the 57th street location to get in touch with their customer service. I gave them my ID# and they updated it. Once this was updated it worked for about 2-3 car washes and then stopped working. Then my 1st car stopped working once my 2nd car worked. I called customer service again. I was told they were having issues with the Winter wash pass and that it would be fixed soon. I called back again the next week and was told that they are still working on it and that the person assigned to it was going to give me a call back. I called customer service again in two weeks after not hearing from them and then was told that wasn't the issue and that it was was car wash ID# from my sticker. I was also told they could send me some free car wash coupons sent to me. That did not happen. Keep in mind I already called in previously and gave them both ID#'s. I asked for a supervisor to give me a call. I received no call back and then called again a week later and asked for a supervisor to give me a call. The last time I called was approximately 3 weeks later and asked to talk to a supervisor again and then was told they didn't call me due to my membership being expired. I also tried going to one of the locations and explained to the Assistant Manager at the Sioux Falls 12th Street location what was going on and he took down my information and was going to pass it on to his boss. No call back from him.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I sustained damage to the entire passenger side of my truck using their Car Wash Location at 85th and Minnesota Ave. I called the phone # listed and it's a switchboard that says I have to visit the location the damage happened at. I did so the very next day and never head back other than the automated email saying they got my report and that they would get back to me in two business days. I since returned to the location the incident happened at 3 separate times inquiring on an update but the manager was never there to help. One instance she was there but refused to discuss with me and left the location claiming she didn't have time. It's now been two week since the report was made and they have ignored all email requests and personal visits. I've sustained 4-figures in damage to my truck and no one there is taking any ownership of anything. Terrible service and they aren't communicating at all.

• Initial Complaint

  05/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I signed up for the membership program, before moving out of state I went to the location on ****** and cancelled my membership. The lady handed me a little white receipt stating the membership was cancelled but that I could still use until my most precious month was complete as I had already paid for the month of March. After moving to Texas this place has continued to charge me even though I cancelled and they can see I have not used the services. I spoke to *****, who claimed to be the manager at member services at the corporate office. She then stated you can’t cancel at the location and basically called me a liar. She was extremely rude and blocked me from speaking to anyone else but her. She then ultimately hung up the phone on me. I am asking that the April and May debit be credited back to me and I have also made my bank aware of this and filed a dispute of the charges.

• Initial Complaint

  05/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I had been a subscriber to Silverstar Car Wash for a few years. When my credit card expired over the winter, I didn't renew right away. However, when I did renew in April, I was surprised with a renewal offer of $1 for 30 days of their top tier wash. I provided my new credit card and went through the Wash. The second time I went through I was stopped and the worker told me my card was expired and to update my CC info once I got an email. I did that, but then was charged full price $42.47. I told them at the carwash and they told me to call. The wait times for customer service are hours. I had to ask for a callback multiple times. I called and emailed and by the time I finally was offered a resolution of 1 free month service which was posed to me as from May 7th to July 2nd, they had charged me again on May 2nd. I did not know about the second charge until I was off the phone. I now have been charged $84.94 within 17 days that should have been $1. I also do not want the top most expensive tier, so even giving me 1 free month forces me to pay twice for the most expensive subscription possible. I should be refunded!

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This incident occurred on Saturday, March 2, 2024, at the Silverstar Car Wash ******* ** **** * ****** *** ***** ****** ** *********** Upon exiting the car wash to hand dry my car, I immediately noticed that 2 of the taillights were damaged. I subsequently took photos and began to reach out to the business for resolution. I received an email stating that ”The damage was already there prior to entering our wash that day” (all email documents are attached). I immediately replied to ask to see proof of that and was provided with a still frame camera shot that showed the car wash attendant in the same frame with the wash wand and damage to my car. I received a photo via text message and immediately asked for a clearer picture: something before the person was in the frame, my car pulling in, or if I could come to see the video footage proof that damage existed before my car was in their care. I was met with silence, other than a customer service response to another inquiry from the website, until March 26th. At this time i was informed that the security footage had been deleted - despite this pending and open investigation. I asked for additional details on the following dates with no response: March 9, March 9, March 13, March 15, March 20, March 22, and March 30. I provided photographic proof from the video footage of the coffee shop that I was at before entering the car wash that my car was not damaged upon leaving the parking lot of that establishment, just before entering the car wash. I asked multiple times if they had the photographic proof, why couldn’t they simply supply it to me. Due to the damage to my vehicle, the lack of communication, and negligence in properly documenting and responding to requests for information, I am seeking damages in the amount of $1083.36 for the repair of my vehicle.

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a promo car wash on October 24, 2023 that was good through the end of the 2023 year for $49.99. I went to the 12th st location on December 8th and after scanning my RFID it said it was expired. I contacted Silverstar via email and they said I made a purchase on November 8th for $26.55, which is completely false because I went through my credit card statements and the most recent purchase I made was on Oct. 24th. Silverstar doesn't even acknowledge my purchase on 10/24. Silverstar no longer answers emails. Earlier this year this same company also charged my credit card after a promo ended and was not renewed. They blame a "glitch" and I was eventually refunded - you can see from the other comments I was not the only one. This company has major issues with its billing/accounting department.

• Initial Complaint

  05/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have tried to cancel my automatic car wash subscription two months now. April and May charges have still been deducted from my account. When April charged my account, I then called to verify it was cancelled. I continued to use the pass instead of ask for my money back but only used 1-2 times. There were multiple occasions where the * **** ** location was not staffed and open for use within business hours. Both times I submitted a cancellation I received a confirmation number. I was also told verbally by the window worker that the last day to use the was was 5/11. Today again submitted a cancellation but did not get a response about my other concerns and wanting a refund for both months. There is no contact number to discuss with an actual representative. The wash itself is great, very fast, and good quality. Would consider individual uses instead of the pass.

  Business response

  05/22/2023

  Dear Chelsey, 

  Thanks for reaching out. I'm showing that our system experienced a glitch, causing your membership to be reactivated when you attempted to cancel. I apologize sincerely for this inconvenience. 

  I've reviewed with our Customer Service team and it appears a refund was issue for both April and May's renewals for a total of $***** back on 5/12/2023.

  Again, I apologize for the trouble this has caused. Please don't hesitate to reach out if you need anything else.

   

  Andrea *****

  Director of Operations

  Silverstar Car Wash

• Initial Complaint

  05/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I use to have a membership with this company. I cancelled it and it got reopened automatically. I've reached out to them on several occasions to several phone numbers that say I will receive a call back and I haven't received anything from them. I almost feel like this is a scam because I understand accidents happen and it could have auto renewed on its on. The fact that I call several numbers and got automated systems and haven't been contacted back once just seems very sketchy and not like a trustworthy or honest company. I can only assume from my experience that I'm not the only one reaching out about them. I'm not one to dig this deep about a situation like this or to file a complaint but I cant remember ever being put in a situation like mine. I hope you folks can help me out. Thanks, Omar *******

  Business response

  05/22/2023

  Omar,

  Thanks for reaching out. After checking our records, I am showing that the membership was cancelled as of 5/15/2023, and on 5/19/2023, our customer service team issued a refund of $***** back to your original payment method.

  Please don't hesitate to reach out again with any questions or concerns.

  Thanks!

   

  Andrea *****

  Director of Operations 

  Silverstar Car Wash

• Initial Complaint

  04/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We went for a car wash and the attendant behind the register told us for just a little bit more we could get as many more washes as we wanted for the rest of the month so we agreed and paid our one-time charge of $*****. We went twice that month and have not gone since. early this month I found 2 more charges from them for a reoccurring service. Thinking there must have been a mistake we called to attempt to resolve this and get a refund they told us they will have a manager call us back but they don't issue refunds (a huge red flag because people make mistakes and in those cases, refunds should be an option). The manager called back and said we don't issue refunds because you didn't use the service we responded we don't want a refund because we didn't use the service we want one because we did not agree to or use the service. The manager didn't listen to us well because then said the kiosk says that you are signing up for a recurring service but we had already told them we didn't use the service this was set up by someone at the register who did not mention anything about a recurring charge just said that this was to cover car washes this month. The manager refused to talk any more about it stating no refunds.

  Business response

  05/02/2023

  Brad,

  Thanks for your message. I apologize for the confusion. I did issue a refund for the renewals in March and April.

  Please let me know if I can help with anything else.

   

  Andrea *****

  Operations Director

  Silverstar Car Wash

*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. ↩