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Complaint Details
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Initial Complaint
10/28/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Cancelled my membership in September 2024. They still charged me after I had submitted the cancellation. Reason for cancellation...at the two washes I use neither apply tire shine. The ******* Power Rd location has not applied tire shine for months yet they are still charging for it. I went to remove my credit card from their system and of course their site is having issues just like their car washes. I wonder how many are paying for tire shine and not receiving...borders on fraud.
Business response
10/29/2024
Our apologies for the frustration. We did receive your service request (SSCW-263091) and have cancelled your account, as per your request. Additionally, we have provided a refund in the amount of $28.95 back to the ** on file. Please allow 3-5 business days for the credit to reflect in your account. We appreciate your patience. Thank you.Initial Complaint
10/28/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Need to make changes to my account. Banking information is not correct. Super Star refuses to contact me about these issues. I have sent a minimum of five emails since they dont provide customer service numbers. Very unprofessional! I can see why their rating is so low!Business response
10/29/2024
Our apologies for the experience and frustration. We received all three of your service request SSCW -275605, 275352, 274689 on 10/28, 10/26 and 10/24, respectively. As a result of the technical issue, we have received and increase service requests and we are making every effort to satisfy all requests in a timely matter. An agent will be reaching out to you using the phone number you have provide before the end of the week. We look forward to assisting you. Thank you for your patience.Customer response
10/29/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
****** *******
Initial Complaint
10/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Took my SUV ****** Sequoia ********************************************************************************* the rear of my SUV only to see my rear spoiler ripped out and hit the floor. He told attended and he got in to retrieve it and we filled a report and have yet to be contacted by the establishment. I have stop by spoke to manager on duty and no response or answer to the repair.Business response
10/26/2024
Hi Saharot, we sincerely apologize for the frustration and the experience that you have regarding your claim. Our Leadership Team is vested in ensuring we create value based on consumer relationships and positive experiences. Your claim (SSCW-274843) has been assigned to a Claims Agent ******* who will be reaching out to you no later than Tues Oct 29th, via the email address provided. We look forward to walking you through the next steps in the Claims process. We cordially ask that you please check your spam/junk folder for any correspondence. Thank you for your patience.Initial Complaint
10/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 9/22 I took my car in for a car wash, when I exited the car wash I noted a large crack in my windshield. I immediately went and got the manager of the location I was at and submitted a claim prior to leaving the location. I waited 2 weeks and got nothing, I drove back into the location and resubmitted the claim again and so did the location. The location stated that they looked over the footage and the crack was not noted prior to entering the car wash. I finally received an email on 10/10 stating they received my claim and would be reaching out soon. Its 10/25, now over 4 weeks after my initial windshield injury and I have sent multiple emails and not gotten anything from the company. I want my windshield fixed, the crack has gotten worse since it initially happened and I cant get any response from this company.Business response
10/26/2024
Hi ******, we sincerely apologize for the frustration and the experience that you have regarding your claim. Our Leadership Team is vested in ensuring we create value based on consumer relationships and positive experiences. Your claim has been assigned to a Claims Agent (***** *******) under Claim number - SSCW-269046. ***** will be reaching out to your using the email address we have on file. We cordially ask that you please check your spam/junk folder for any correspondence(s). We look forward to assisting you and walking you through the next steps in the Claims process. Thank you for your patience.Initial Complaint
10/25/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I had a monthly account with ************************** Car Wash in *********, I moved from ********* on 03 May and had my last car wash there. I spoke to the attendant on duty to cancel my account as I was moving and he advised it was cancelled. After some time I noticed on my bank statement they were still charging me ***** per month. I drove to ********* (2 hours) to business office and was given a business card and told I had to cancel via email. I asked if the overcharge would be removed and he said yes, they will see my last car wash was 03 May. I emailed for cancellation and after 6 business days I was advised my account was cancelled by no refund will be issued. They charged me for $114.75 for 5 months and won't refund. I will be getting my bank involved. This is terrible customer service. A complete rip off. They are trying to keep my money when I have not used their service in 5 months. Bad ****************** Don't use them.Business response
10/29/2024
Our apologies for the frustration ********* We look forward to providing you with an update regarding your complaint/inquiry. We have reached out to you directly via the email address that was provided. We cordially ask that you please check your spam/junk folder for any correspondences. We look forward to assisting you.
Thank you,Initial Complaint
10/24/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I was driving through the car wash when one of the chains from the machine ripped off my car panel. When I exited the car wash, I went and found an employee. The employee found my car panel broken and wrapped in a chain. They submitted a claim for me. This happened over six weeks ago, and to only receive emails saying that someone will contact me shortly over and over and over. Terrible customer service & support.Business response
10/24/2024
We sincerely apologize for the frustration and the experience that you had regarding your claim (SSCW-264589). Our Leadership Team is vested in making sure that we are creating value, based on consumer relationships and positive experiences. It is paramount to our organization, and we have developed a customer service philosophy that focuses on that important fundamental. Our Claims Representative ******** *. will be reaching out using the email address provided and providing direction on the next steps. We cordially ask our customer to please check their spam/junk folders. Thank you for your patience.
Initial Complaint
10/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Took my car into Super Star Car Wash at Location ************************************** on September 25th 2024. Halfway through the car wash the track pushed the car side ways into the machinery. The front passenger side of my vehicle was damaged with a long scratch and dent. I spoke with the employee about what happened and he said the track gets loose sometimes and makes the car jump the track. From the reviews on yelp this is the 4th time this has happened at this location. *** filed a claim with super star cooperate office. I have yet received a response. I have emailed them 6 times asking for any information with no response from them. Their equipment is faulty and damaging cars due to negligence of fixing the issue. I would like to have a response and for them to fix the damage done to my car and to fix their issues at the location.Business response
10/26/2024
Hi Ms. ****** we sincerely apologize for the frustration and the experience that you have regarding your claim. Our Leadership Team is vested in ensuring we create value based on consumer relationships and positive experiences. Your claim has been assigned to a Claims Agent (********) who will be reaching out to you no later than Tues Oct 29th, via the email address provided. We look forward to walking you through the next steps in the Claims process. We cordially ask that you please check your spam/junk folder for any correspondence. Thank you for your patience.Initial Complaint
10/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This car wash has been charging me ***** since November 2022 unauthorized. I think it happened when I got a new car and instead of transferring my account when I pulled up to the car wash, they just started a new account and didn't close the old one. I reached out to Super Star and worked with ******, who only refunded July 2024. This service was not authorized and we have been attempting to work in good faith for over two months with little response from Super Star, who agreed this was an error but to this date has not refunded me for the months/years they charged me for.Business response
10/18/2024
Our sincere apologies for the delay. In regard to your Service Request (SSCW-264632), your **************** Representative ****** will be reaching out to you to provide an update. We appreciate your patience and look forward to assisting you. Thank you.Initial Complaint
10/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been trying to contact the business through their portal for a week now after saying it would take 3 days. I have been double charged for 3 months. When I go to my account I only have one subscription and I only own one vehicle.Business response
10/13/2024
Our apologies for the frustration Mr. Braswell. We have provided you with an update regarding your complaint/inquiry (SSCW-268872). We have reached out to you directly via the email address that was provided. We cordially ask that you please check your spam/junk folder for any correspondences. Thank you for your patience and please let us know if we can be of greater assistance.Initial Complaint
10/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hello! On September 17th, my 2016 Porsche Macan S C was rear-ended by another driver in a ****** Tacoma inside your car wash, after about 5-7 seconds on the track. The address of the car wash is : ***************************************. Police report # **********. We completed the necessary paperwork at your car wash, but I haven't received any response. An employee immediately stated that the car wash is not liable and " this happens all the time" , which I do not accept. I'm hoping you'll get back to me soon; otherwise, I'll have to pursue a solution through arbitration. Looking forward to your response. Thank you.Business response
10/13/2024
We apologize for the frustration and delay. Our Leadership Team is vested in making sure that we are creating value, based on consumer relationships and positive experiences. Super Star Car Wash takes every claim or grievance seriously. Because we care about our customers, there is a great deal of discovery and due diligence that goes into the process of researching an alleged claim/incident. We have received your online submission and our Claims Representative will be reaching out using the email address provided and providing direction on the next steps. We cordially ask our customers to please check their spam/junk folders for any correspondences. Thank you for your patience Ms. Said. We look forward to assisting you.
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470 total complaints in the last 3 years.
211 complaints closed in the last 12 months.