ComplaintsforAuto Indulgence

• Initial Complaint

  09/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been trying to cancel my service with them for months. They advise I could cancel on the 13th but that has not worked out as planned. You trying calling and no answer and they have went up from ***** to ***** w/o any communication. This is in my opinion internal fraud. I just want to simple cancel and get a refund for the months I didnt want the service I can only imagine how many people are being scammed by them.

  Business response

  09/20/2022

  On September 30th, 2021, ************** purchased a car wash membership and gave us authorization to have her card charged on a monthly basis for the subscription. At that time, she agreed to the cancellation policy which states that all cancellations have to be done in person and by the 23rdof the month to avoid the next months automatic recharge. The last time that ************** came to have her car washed was on June 29, 2022; however, she did not request to have her membership cancelled. We have a very tight cancellation process where the member fills out a discontinuation form and the cashier gives him/her a cancellation slip as a proof. The cashier also updates a cancellation log and updates the system to ensure that the membership is cancelled on a timely manner. **************did notcancel her membership, in fact, the very first time we heard from her was when we received the credit card dispute notification. She contested July, August and September charges. Our customer experience manager tried to contact her to address the situation with no success. She also sent her an email.

  Effective September 1st, we raised our membership price by $5.00 which we communicated via email to all our members on August 1st.*******************is the email that we have on file for her. We also displayed big signs in the carwash with the price increase notice.

  In this particular case, the customer is not acting in good faith. If she wanted to cancel her membership, she should have followed the cancelation protocol that she agreed to. Also, we do not refund customers if they did not come and use the service. We open 7 days a week, rain or shine and it is the members responsibility to bring their car for service.

  Please refer to all documentation attached for your review.

  
  

  Customer response

  09/20/2022

  Again I will no longer be responding due to the gaps in this story.

  My last car wash was NOT June 29th, 2022 due to the fact I MOVED out of the state of Georgia on June 1st, 2022. Lie number 1

  Furthermore I checked my email and there was NO communication of the sort of the price increase. Lie number 2 just because you have my email on file doesnt mean you sent me any communication since I have NEVER had any communication from this company.

  With all the construction going on who was paying attention to the lack of signage that this place had.
  
  

  And I did not RESPOND to your Manger because they sent me text versus calling me nor did they send me an email. 3rd Lie because your Manger text me you stated they send an email that never happened. 

  Do you see how many lies we have. Thank you for responding I appreciated your business until it was hard to get anyone to pick up the phone. 

  At this point I have resolved this with my bank and I no longer live in that state to use the services. 

  Hello *****, I misspoke within my response. With Auto Indulgence. I remember having a car work from event and I drove back to Ga so they are correct I did get my car washed on June 29th. But I have checked my email ******************** and used the SUBJECT Price increase and I did not see that email nor in my junk mail. Again I have settled this with my bank so I will no longer be getting charged. I just wanted to clear that portion up. Even though this complaint is closed I just need to clear that up. 

  After dealing with no one answering a business phone for months I decided to check out your Yelp reviews and it pretty much matches up with my experiences. 

   

*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. ↩