ComplaintsforSilverstar Car Wash

• Initial Complaint

  04/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a winter pass from Silverstar Car Wash, one that does not automatically renew. After it expired I went through the car wash and had to pay for the individual wash, as expected. They told me my pass had expired, which it had. However, I was charged for an ongoing monthly charge after the pass expired, $***** on 4/7/23. I went to the car wash and they said they could not do anything about it. I called the main number and they acknowledged it was a mistake and that they would refund the money. I received two emails, one from Silverstar and one from ******* ******** **** their parent company. One stated that a refund had been "immediately issued" and another stating that the refund would be issued in "2-3 business days". I have not received any refund. On the phone Silverstar acknowleged that they had several calls about this the same day that I called *** * **** ******* **** **** ******* ** ***** *****. The emails are attached.

  Business response

  04/17/2023

  Good afternoon,

  I sincerely apologize for the trouble caused by this incident. As referenced in the email you received, this was not fraud, but we did experience a glitch which caused some customers to receive an errant charge on their Winter Wash Pass accounts. The refunds were issued over a period of 2-3 days, and unfortunately, refunds do take additional processing time. I reviewed your account and a refund was issued, so you should see that reflected on your card soon (this can be dependent on your bank/card processor).

  Again, our apologies for this incident. If you'd like, please email me at ****************************** and I would be happy to provide some free car wash coupons for the trouble you experienced.

  Thanks,

  Andrea *****

  Operations Director

  Silverstar Car Wash

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/10/23 I took my restored 1994 *** through the Silverstar car wash. During the was I heard a loud thud when the side brushes can on then noticed the right brush literally tore my right mirror off of my truck. This mirror is factory installed component but due to the age of the vehicle it's not covered apparently in the fine print this is stated. At no time was I informed about the age policy. There are several vehicles that are 2013 and older that probably would not use the service if this policy was made public notice by an employee taking the money for the service.

  Business response

  04/12/2023

  Steven,

  Thanks for your message. I've attached a photo of our disclaimer sign that is clearly posted at each location prior to customers entering our wash. There are a few items that we are not liable for, including things like after-market accessories and vehicles over 10 years of age. As I'm sure you're aware, as vehicles age, parts become brittle, loose, or can be damaged over time. With your vehicle being nearly 20 years old, we do not believe that your mirror being damaged was due to our equipment, but rather due to its age.

  Furthermore, on the day of your visit, Saturday, April 8, the location you visited washed over 500 vehicles, none of which reported damage to their mirrors. This confirms that the issue that led to your mirror being damaged was not due to our equipment, otherwise, we would anticipate seeing many complaints or reports about this. 

  Thanks for reaching out; however, the decision made by our District Manager, Will ****, that was emailed to you on April 11 stands and we are denying your damage claim.

   

  Thanks,

  Andrea *****

  Operations Director

  Silverstar Car Wash

• Initial Complaint

  02/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Fraud they loose paperwork and they dont know how to run a business u call and have ro leave a message for a call back and they dont for a day or 2 or never

  Business response

  02/28/2023

  Good morning,

  I reviewed your account and I do show a refund for your initial purchase from 1/26/2023. If you have a bank statement showing otherwise, I'd be happy to review.

  Thanks!

  Andrea *****, Silverstar Car Wash

• Initial Complaint

  02/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I signed up for service at one of the company's four levels of service and was billed the first month at that service level cost. The following two months I have been billed at the highest level of service without my permission or initiation. Billing was authorized monthly to a credit card.

  Business response

  02/10/2023

  Contact Name and Title: Andrea *****, Ops Dir
  Contact Phone: ************
  Contact Email: ******************************
  Mr. *******,
  
  I don't see record of any previous correspondence from you regarding this issue, but I'm happy to address it.
  
  I see you signed back up for your Platinum membership (regular price $*****/month) on December 2nd, at which time our team member did not bill you - our error. I do show that your membership renewed on January 2nd and February 2nd for $***** plus tax.
  
  I have now adjusted your membership down to our Express level ($*****/month) and have applied a one-month credit to your account.
  
  If you have any further questions, you're welcome to email me directly at ******************************.
  
  Thank you.

  Customer response

  02/10/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  I disagree with the statement that I renewed service at the higher rate but if the changes noted in the response are accurate the complaint is satisfied on my part.

*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. ↩