All I was trying to do was drop one of my two vehicles and keep one car enrolled. Used the change function on their website on 2/20 - 8 days before monthly renewal date. Provided reasons and left positive comments as well. Intention was to provide management with feedback because they can't change something unless they know about it. I've run my own business for years and I have always welcomed constructive feedback as a means of providing the best experience for my clients.
They website does not indicate how they will confirm receipt of the request but it does ask that we don't hit the submit button more than once. Therefore I did not know that they in fact received all the information I took the time to provide.
Saw the full amount hit my account online today. It's only $30 different, but it is incorrectly charging.
Tried twice to call the GA number (it was around 3:30 EST) to get resolved only to have the greeting tell me that it was not during their business hours (it was) and then it stated their business hours.
Left a review and changed plan over a week before plan date, still charged full amount today. tried to call 706-938-0991 and recording states not open but it is during listed business hours. chat on website does not function. On hold to dispute charge at my bank right now.
Tried phone again and talked with Hannah. She was pleasant enough but seemed like she didn't have the authority to make it right. Bumped it up and re-explained to Angela, she said there was nothing they could do but I was welcome to use the services for another month, since I was charged for it. I have already joined another local car wash club to see if they could do a better job on my truck.
It's a shame they can't make this right. It's a nice place and the local staff is friendly. They have invested a lot of money and are expanding rapidly, but they need to get the customer care end of things improved. The reviews I intend to post to social media will warn potential new clients that, while it's easy to sign up - good luck making a change and or canceling. Between trying to work with them and filing a dispute with my bank, I've got over 2 hours into this so far. read more