ModWash Customer Service — professional, practical guide

How to contact ModWash and typical response channels

ModWash operates a hybrid customer-service model: first-line resolution at the physical location, supplemented by digital support through the website and mobile app. Official location hours are set by franchise or corporate site managers but most express tunnel locations operate roughly 6:00 AM–10:00 PM local time; staffing at those hours enables immediate on-site corrections. For non-urgent issues customers should use the location-specific contact on their receipt or the “Contact” page in the ModWash app or at https://www.modwash.com to ensure the ticket routes to the correct site manager.

Primary channels and expected initial response times: on-site manager response — immediate to same business day; website/app ticket or email — initial acknowledgement within 24 hours, resolution target 3–7 business days; social media direct message — acknowledgement within 24–48 hours, resolution timeline similar to email. Use synchronous channels (on-site, phone) for time-sensitive problems like vehicle damage or incomplete service; use app/website for billing/account inquiries so the ticket is tracked in the CRM.

What information to have when you contact customer service

Providing complete documentation at first contact reduces resolution time by 60–80% compared with partial reports. Agents will ask for objective identifiers — location, time, and transaction details — and visual proof for damage or wash quality issues.

• Date and time of visit (exact or approximate); location name or address as printed on the receipt or visible on the app;
• Receipt or ticket number (Ticket # or Transaction ID); last 4 digits of the payment card used; membership ID if applicable; license plate and vehicle make/model;
• High-resolution photos (3–6 images) showing the whole vehicle and close-ups of any damage or missed areas; a short 10–30 second video helps with quality complaints or lane sensor issues.

Refunds, credits and damage claims: timelines and process

If a wash is unsatisfactory the fastest fix is an on-site manager rewash or immediate credit at the tunnel counter; most locations will perform a corrective service at no charge the same day. For monetary refunds or credit to an account, expect processing times of 3–10 business days after approval because transactions often require coordination between the site, the corporate finance team, and the card processor.

Damage claims require stricter documentation and a limited timeframe. Best practice is to report vehicle damage within 24–72 hours of the visit, supply the photos requested above, and make a clear, dated statement of the facts. If the local manager cannot resolve the claim within 5 business days escalate to corporate customer service with the same package of evidence. If unresolved after 10 business days escalate externally (credit card dispute or insurance claim) while preserving all receipts and communications.

Memberships, billing, cancellations and price ranges

ModWash-style express tunnel memberships are typically month-to-month and auto-billed. Common price bands in the industry (useful for expectations): single express washes $8–18; premium/high-end packages $18–35; unlimited monthly memberships commonly fall between $19.99 and $49.99 per vehicle depending on tier and region. Taxes and local environmental fees may add 6–12% depending on local regulation.

Cancellation policies commonly require notice at least 24–48 hours before the next billing cycle to avoid being charged for the next month; prorations are rare for month-to-month plans. To cancel or change billing: log into the ModWash app or website, open Account > Memberships, and use the in-app cancellation flow (this creates an automatic ticket). If you prefer phone support, request immediate written confirmation (email or SMS) showing the cancellation date and any refund or credit issued.

Fleet accounts, commercial programs and integrations

Fleets (municipal, dealer, rental, corporate) are handled differently: most commercial agreements start at a minimum of 10–25 vehicles, include tiered volume discounts (typically 10–30% depending on volume and services), and provide consolidated monthly invoicing with Net 30 payment terms. Expect an assigned account manager, monthly usage reports (CSV or PDF), and options for RFID/QR tags or license-plate recognition integration for frictionless lane access.

• Typical commercial deliverables: dedicated account manager, monthly reconciliations, custom invoicing, fuel/tax-exempt billing where applicable, and optional telematics integration (API or scheduled CSV export).
• Contract items to negotiate: start date, minimum volume guarantees, billing cycle, damage liability limits, and service-level agreements (SLA) for on-site fixes and dispute resolution (e.g., 24-hour onsite response, 5-business-day claim resolution).

Escalation path and external remedies

Standard escalation ladder: local site manager → regional manager → corporate customer service (via website ticket) → executive relations. Reasonable internal timelines to expect: acknowledgement 24 hours, substantive update within 3–5 business days, final resolution within 7–14 business days for complex claims. If you need to escalate externally, file a credit-card dispute with your issuer (if a refund is delayed), and document all interactions; you may also file a complaint with the Better Business Bureau or your state consumer protection agency after exhausting corporate channels.

For corporate-level interactions, include a concise subject line such as “Damage claim: [Location Name] — [Date] — Ticket #[ID]” and lead with the outcome you want (rewash, credit, repair estimate). Attach photos, receipts, and a short timeline. Clear, evidence-based requests result in faster, more favorable outcomes than emotional appeals — customer service teams prioritize verifiable loss and repeatable corrective actions.

How do I cancel my subscription to ModWash?

From their website: If you wish to cancel your membership, you can do so by accessing your member account ModWash, by visiting your local ModWash in person or calling 423-485-0005. Make sure to cancel at least 3 days before your next billing cycle to avoid being charged.

How can I cancel my wash membership?

Select the wash package button at the bottom of the screen. Select the cancel subscription button at the bottom of the screen. Select the okay button from the confirmation popup.

How much do ModWash workers make?

Average ModWash Car Wash hourly pay ranges from approximately $11.49 per hour for Team Member to $31.49 per hour for Equipment Maintenance Technician. Salary estimated from 4,833 past and present job postings on Indeed. Please note that all salary figures are approximations based upon third party submissions to Indeed.

How do I remove my auto subscription?

On your Android device, go to subscriptions in Google Play. Select the subscription you want to cancel. Tap Cancel subscription.

Can I go to any ModWash with my membership?

“Members can use any ModWash facility in any of our other locations.”

How to contact ModWash?

ModWash Menu
I understand to cancel my recurring membership I must contact the Guest Advocate team at [email protected] or call (423) 485-0005.