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BBB Contacted me over Wash Club Memberships

C

Car Wash Brothers

New member
New to the wash club memberships. Recently I had a women call and tell me that she only signed up for 30 days and she did not authorize her card to be charged for the reoccurring payment. I politely explained to her that it is her responsibility to cancel if she wished to do so after the first month and that the terms and conditions that she agreed to explain that. She received a receipt after her CC was ran and she received a text message to continue creating her wash app profile on our wash app. Literally a few days before this I sent a push notification to all phone numbers who don't have my app downloaded to go download the app to manage their plan. This lady is acting like a complete idiot that the text she got she thought they were spam so that's why she never did it. My employees are trained to tell every new customer this is a reoccurring membership, but it can be cancelled at any time. She claims she was never told that and so forth. She contacted the BBB and I received an email from them with her complaint. Has this happened to anyone else before?
 
Do you have written T&C that are sent to the customer after signup or made available to the customer on signup? If you do and they mention the recurring payment, share them with the BBB and tell them it's not your responsibility if she can't read.
 
I don’t offer membership plans but I can totally see that happening. I’d be surprised if it wasn’t a common occurrence. A lot of places offer the first month at a discount and I’m sure when the second month bumps up to the regular price some people think they are getting scammed. Its just difficult to get people to read.
 
washnshine said:
I don’t offer membership plans but I can totally see that happening. I’d be surprised if it wasn’t a common occurrence. A lot of places offer the first month at a discount and I’m sure when the second month bumps up to the regular price some people think they are getting scammed. Its just difficult to get people to read.
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They can't read bay signage, I shudder to think of entering a written contract. 😄
 
I assume she didn't wash after the renewal charge, in that case, we refund it. We don't have to but it didn't cost us anything (except CC fees) if the customer didn't use it and we have found that making the customer happy at cancellation means we will likely keep that customer. Most cancelling customers aren't leaving your wash, they just aren't sure about the membership, take care of them and they will continue to wash with you.
 
I laugh if i get something from the BBB and throw it in the burn pile, seriously what are they capable of? Nothing!! It just a "review website". As far as your customer id cancel them and move on to something else. They cant read bay signage or anything else so who would expect them to actually read what they signed up for.
 
I agree, the BBB doesn't have any authority or matter much. However, the customer making the complaint to the BBB does. Take care of the customer, don't worry about the BBB.
 
HeyVern said:
It's easy enough to cancel a membership and issue a refund to make a customer happy. If somebody doesn't want to continue their membership, that's fine I'd rather they were paying full price for their washes anyway. Keep them happy and coming back at full price.
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So you would give her her money back? She claims she never uses the car wash but signed up for 30 days and washed it i think 7 times. Now Shes claiming she didn't sign up for it to be reoccurring charge and that what I did was illegal. She was a total B on the phone. She claims she never got the automated text about signing up but I can assure you she did, and that the software is not malfunctioning.
 
Eric H said:
How much money are talking about? Can’t be a huge sum. If I have to spend an hour arguing over $100 I’m on the losing end. It’s not worth my time or aggravation.
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$30...its the principle of the fact of she is acting like a complete idiot. It's clear what a membership is and why am I responsible for her being dumb?
 
As business owners, we have to do what is best for the business; not what feels the best to us personally.

She probably did know exactly what she is doing since she washed her car 7 times in the first month. But if her incoming bad yelp/google review prevents even one customer from using your business, you've lost a lot more than $30.

Swallowing pride sucks; but easier/better to refund and move on...
 
Take the high road & refund her money. You will have the LAST word & it will be a LASTING, POSITIVE gesture! $30 is not worth the negative energy & negative energy. B's like that will be %itching to any one who will listen. Kill her with kindness & it will take the wind out of her sail! 🙏🥰 ⛵️
 
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