ComplaintsforShores Express Car Wash, LLC

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We took our 2017 Hyundai sonata through the car wash halfway through it me and my wife heard a Loud bang noise as we went to dry it off I came upon scrape marks on my left quarter pound. Went to the manager ******* ***** he took down the report said he would call us back . He never called so I went by again they had looked at the video and admitted on the camera that when our car went in no scrapes this was the asst manager a lady . Said they would contact the owners and would call us back and to get an estimate . Never called again so we got an estimate $429.31 took it to them said they would not do anything about it and would not give us the Regional Managers name or phone number ! They would check back with the Regional and call us back that been 2 week ago but this has been going on for a month ! We can not get any we’re with them we have done our part we just want our car fixed ! When we call them they never answer we have to go In person every time to discuss the issue . How can a business admit they were at fault by won’t fix the situation. This is the Shores Car wash in ******* not ************** 

• Initial Complaint

  01/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I went to this business August 3, 2022 for a car wash. The gentleman at the pay station told me I could get discount of $20 each on this and 12 more washes for the "Big Kahuna Ceramic" package. He never said anything about paying any monthly fee or that money would automatically draft from my bank account. On September 6, my account was automatically charged $9.99; on October 4 my account was automatically charged $9.99; on November 4, my account was charged $45; on December 5 my account was automatically charged $45; and on January 3, 2023 my account was automatically drafted $45. I went to their website for a phone number but nothing was listed. The only form of contact was via email. I wrote a complaint to the company on January 3 asking for a full refund of unauthorized charges. I received a return email stating that the autopay would be cancelled and my payment for January of $45 was refunded. However, the email states that there would be no further refund issued for the previous unauthorized charges.

  Business response

  01/23/2023

  Just letting you know that this account has already been taken care of and refunded for all months that the customer has not used this membership. when signing up to these memberships the customer must agree to the terms and conditions stating the recharge of each month until cancelled but I did look at the account and seen that it was not used for a couple of months, so I refunded those as well. I know the company was sold recently and changed ownerships with emails but just letting you know this was taken care of a couple of weeks ago.  

  Customer response

  01/23/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I  did receive a refund of $45 for December 2022, and a refund of $45 for November 2022 on January 17, 2023. However,  I was also billed $9.99 on October 4,2022 and $9.99 on September 6, 2022. Those 2 charges have not been refunded. Regards, ***** ******

  Business response

  02/27/2023

  I don't see any $9.99 charges for her.   She would have had to sign up for unlimited washes membership.   The first wash would have been $20.

  Business response

  02/28/2023

  Got it and thanks, So if I understand this correctly the customer only wanted a one-time wash and the wash the customer received was the $20 wash. If she didn't want the membership the price of the wash would be $20 which is what I believe she paid. If she wanted to do the membership and agreed to the terms then it would have been the $45 per month if she agreed to do the membership for the monthly charge. If she was charged more than the $20 let me know and ill figure out a way to take care of it but the computer is not showing me any other charges for this customer.  The way the promotion works is that if a customer agrees to have the $45 per month taken out of the account on a monthly basis then they sometimes offer a discount for the first month or something like that as it changes often but usually its half off the first month and then the monthly fee would be full price after that. It sounds like she only used one wash for $20 if I understand this correctly. let me know if there is anything else I can assist you with. Thanks  

  Customer response

  02/28/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I found the August statement showing I paid the initial payment of $9.99. However, that means that the charges of $9.99 in September and October totaled $30, not $20, as per their response. So, therefore, they still owe me a refund of $10. August statement is attached. Holly 

  Business response

  03/21/2023

  I was able to get two more refunds processed because of the hassle so those should be processed within the next 3 to 5 business days so let ***** ****** know that two more refunds of $9.99 are headed her way. Thanks  

  Customer response

  04/03/2023

  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 have received the other refunds. Regards, ***** ******

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