Customer Support/FAQ | Brown Bear Car Wash
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Customer service is our highest priority.

Customer service is our highest priority.

Customer Support/FAQ

Have a question? Check out our list below to see if we can help.

If you can't find the answer you are looking for, contact us via the link at the bottom of the page.

FAQ

Find the answers to your most Frequently Asked Questions below:

What is the max height of your car washes?

The maximum height of our Tunnel Car Washes is 84" (7').

Are Tunnel Car Washes safe for convertibles?

Yes, please make sure the roof is properly latched.

Do you wash trucks?

Yes, however the height limit at Tunnel Car Wash locations is 84". Our Self-Serve Car Wash bays have taller heights.  Please empty your bed before coming to get a wash.

*We cannot wash trucks with "dualies" at our Tunnel Car Wash locations, nor trucks/vans with ladder racks, nor trucks with external fuel tanks.

Can I wash my vehicle with roof mounted racks? Rear mounted racks?

In most cases, factory-installed, lower-profile roof racks are safe to take through a Tunnel Car Wash. Our staff will inspect your roof rack to make sure it is securely attached to your vehicle and has no protruding attachments.

Rear-mounted racks like bike racks need to be removed prior to getting into line at the car wash as the position and style of these racks have a greater likelihood of getting caught in the cloth, potentially causing damage to your vehicle, other vehicles, or the car wash equipment. We cannot wash vehicles with aftermarket ladder racks.

Please check with the site personnel prior to getting in line if you have questions about your rack in the event your rack does need to be removed for safety.

How do I get a receipt from a Self-Serve Car Wash?

Need a receipt for a credit card purchase at one of our Self-Serve Car Washes?  Please visit goGreen Receipts at myCryptoPay.com.  Please note it can take up to two hours for your receipt to post.

Why is there a $10 charge on my account after using your Self-Serve Car Wash?

If you have a $10 charge pending on your account after using one of our Self-Serve locations but you used less than $10 to wash your vehicle, it is an Authorization Charge from your financial institution, not us.  It will revert to the correct amount before posting to your account.

If you have a $10 charge pending on your account in addition to the correct amount, it is, again, an Authorization Charge from your financial institution, not us.  It will eventually clear your account without posting leaving only the correct amount posted.

If you have any questions about the pending Authorization Charge, please contact your financial institution.

Unlimited Wash Club Questions

Are the memberships per vehicle, or per household?

Unlimited Wash Club memberships are one per vehicle. If you have two or more vehicles, then you will need a membership for each vehicle.

Do you offer a multi-car or family discount?

Not at this time.

I just signed up for a Monthly membership. That means it's only for one month, right?

Monthly memberships are designed to renew each month and be an automatic recurring charge to the payment card you put on file during enrollment, billed on the anniversary date of your original enrollment date.

However, if you only wish to participate for one month, please submit the Change Request form or call us at 206.774.3737, Monday-Friday, 8AM-4PM, to Terminate or Suspend your membership.

I need to update the card on file with my membership(s). How do I do that?

Please call us at 206.774.3737, Monday-Friday, 8AM to 4PM, and we'd be happy to update your card info over the phone. We do not currently have an online interface for our customers to update their card info, but it is coming in the future.

If your membership has already lapsed due to a bad card (NSF/expired/stolen/etc.), you have the option of updating the card at the car wash the next time you visit.

I bought a new car. Can I transfer my membership to it?

Yes. Take your new vehicle to one of our Tunnel Car Washes with your old tag number and let them know you'd like to transfer your membership. They'll reference the old tag number and get you set up with new tags for the new vehicle and we'll update your membership.

If the old tags went away with the old vehicle or you do not otherwise have the old tag number, please call us at 206.774.3737, Monday-Friday, 8AM to 4PM, and we can look up your old tag number for you.

I had my windshield replaced. How do I get a new windshield tag?

If you recently had your windshield replaced (hopefully you used All-Star Auto Glass) and need a new set of RFID tags, please visit your nearest Tunnel Car Wash and let them know. They'll reference your current tag number, which can still be found on your doorjamb tag, and will issue a new set of tags (including a new windshield tag) and your membership will be updated to reflect your new tag number.

My tag won't scan at the kiosk. What's going on?

If the RFID tag in your windshield isn't scanning properly at our kiosk pay stations, please be sure that you are correctly positioned in the lane, with your RFID tag underneath the overhead scanner.  Press the "Touch Here to Rescan RFID" button, or "Cancel" button, located below the bear animation. That will restart the scan and hopefully your tag will be read.  Please cognizent of where the position of the overhead scanner is in relation to your windshield tag, as the overhead scanner is slightly to the driver's/left side of the lane.

If you have a WSDOT Good To Go! Pass, it can cause interference with our RFID tag if placed too close to it.  If you feel this is the case, you may ask for replacement tags.  Be sure to have the attendant install the windshield tag farther away from the Good To Go! Pass.

If you have a windshield that has certain RFID-blocking features (metallized windshield, infrared-blocking windshield, solar-attenuating windshield, etc.), it may block the signal from the RFID transponder. Most modern vehicles have a special cutout specifically for RFID transponders/toll passes.  Please consult your Owner's Manual to locate the cutout spot.  If the manual does not have that information, we recommend contacting your dealership and inquiring with them.

I haven't washed my car in over 90 days and now my membership is inactive?

We have a system setting in which we stop billing customers if they have not washed within the past 90 days, thus resulting in inactive memberships.  This is so that we don't keep billing you forever for your membership if you are not using it.  (Some may argue that it antithetical to being a business, but we like the feature in our customer service toolbox!)  If you return to use your membership and you find it to be inactive, please renew your membership and it will resume.

My vehicle isn't being driven as a taxi/limo/for-hire/TNC anymore. How do I go back to the standard rate?

If your vehicle is no longer being used as a taxi/limo/for-hire/TNC vehicle, please visit your nearest Tunnel Car Wash and ask to speak with the Manager. The Manager will review your vehicle and have you complete a new, standard membership application. Once we receive the new application at our Corporate Office, we will change you to the standard rate.  Please note that we cannot change you to the standard rate over the phone.

I'm going out of town for several weeks/months. Can I put my membership on hold?

Yes, Monthly memberships may be suspended to prevent automatic renewal and you will be able to wash until the end of the current billing cycle, but it does not retain any time during the current period. There will be no further charges until you contact us to resume your Monthly membership.

Please call us at 206.774.3737, Monday-Friday, 8AM-4PM, to Suspend your Monthly membership.

*Annual memberships may not be Suspended.

I need to cancel my membership.  Does my time stop on the cancellation date?

If you cancel your membership you still get the rest of the paid time, either until the end of the month or year (depending upon your membership term), with no further charges.  There are no refunds for partial periods.

 

BIP Memberships

If you currently have a BIP rate for your membership (member prior to Dec '19 and Active since), you will retain your BIP rate as long as your membership stays Active.  If the membership is cancelled (Terminated) or paused/put on hold (Suspended), you will lose the BIP rate and will be subject to the current membership rates upon reactivation/new enrollment.

Charity Car Wash Program Questions

How does the Charity Car Wash Program work?

Your qualifying non-profit organization purchases car wash tickets at a discounted price and resells them for a higher rate (no less than $10) as a fundraiser, and you keep what you make!

*The organization is responsible for any required tax reporting to the IRS.

How do we apply and order tickets?

Complete the two-page application, including a valid non-profit tax ID number and payment.  Mail, fax, email, or hand-deliver the application to our Corporate Office in Seattle.

Once you've placed your first order and are in our system, you may place reorders over the phone (only if your Organization Contact has not changed):

HOW TO APPLY First Time Order Re-Order /
Same Contact
Re-Order /
New Contact
Order via Application X X X
Order via Phone   X  
Print Fee X    

 

What is the cost to participate in the fundraiser?

The tickets are $1.50 each. If it's your organization's first time participating in the program, there is a one-time $25.00 print/setup fee. You can choose to have the tickets shipped for $8.00, or you may pick them up at our Corporate Office in Seattle.

How long does take to receive the fundraising tickets once the order is submitted?

Please allow 7-10 business days to receive your tickets from the date your application is submitted.  Please note that we ship via UPS and cannot ship to PO Boxes.

What is the minimum amount of tickets we have to order?

The minimum order requirement is 50 tickets.

When/how do we pay for the tickets?

The tickets are purchased in advance with a credit card, certified check, or money order, submitted with the completed application.

Where are the tickets redeemed?

Tickets are valid at any Brown Bear Car Wash Tunnel Car Wash.  A list of participating locations is printed on the back of each ticket, but you may also check here for the most current list.

Which wash are the fundraising tickets good for?

Each ticket is good for our basic car wash—the Beary Clean.

Can we pay extra for an upgrade when the ticket is redeemed?

Yes. If you wish to upgrade to the Beary Bright or Beary Best, you pay the difference, $3.00 or $6.00, respectively.  We also offer a liquid ceramic sealant à la carte upgrade, where available, for $5.00.

Do the tickets have expiration dates?

No, the tickets do not have expiration dates, buy they do have the date of issue (DOI) printed on them.
(If you have old tickets with expiration dates, you may exchange them for new tickets w/o expirations.)

Must we have a non-profit tax ID number to participate?

Yes. You must provide either a valid Federal TIN or WA State UBI number showing active non-profit status in order to participate in the Charity Car Wash Program.
(If we are unable to easily verify your non-profit status through one of those means, we may ask you to submit an IRS W9 form and/or your IRS determination letter.)

How long does it take to be approved for the Program?

As long as you provide a valid non-profit tax ID number on the application that shows an Active non-profit status, you are automatically approved.

How do we sell tickets?

Start with family and friends.  Setting up a table or booth at a local high traffic outlet such as a grocery store or bank can also help improve your sales.  We can provide an 8.5"x11" marketing flyer template in PDF format to help.

You can increase profit potential by offering discounts to customers who buy more than one ticket at a time (example: one for $15, two for $25, five for $50).

*We also suggest recording serial number ranges of the tickets distributed to the participants of the fundraiser.  This will help you keep track of who has which tickets and how many they are accountable for.

What if we don't sell all the tickets?

Any unsold tickets can be returned for a refund of $1.25 for each unsold ticket. A small restocking fee of $0.25 is charged for each ticket as the tickets are customized and can not be resold. Orders of 500 tickets returning 100 tickets or more may be subject to a $0.50 restocking fee.

To return tickets, either mail or hand-deliver them to:
Car Wash Enterprises, Inc.
Charity Car Wash Program
3977 Leary Way NW
Seattle, WA 98107

Do you accept purchase orders?

Generally, no, we do not accept purchase orders (POs).  POs may be submitted and we can return an invoice to you for payment processing, if necessary, but we cannot complete the order until payment has been received.

Dealership Program Questions

How long does take to receive the dealership tickets once the order is submitted?

It takes 10-15 business days for turnaround on your first order.  Subsequent orders are usually 3-5 day turnaround time.

Do the dealership tickets expire?

Pre-pay tickets never expire.

Post-pay tickets will have an expiration date of between 1-2 years.

What is the minimum amount of tickets I can order?

The minimum order is 500 tickets at a time (they come in packs of 500). To stay on the Program, you need to order at least 2,000 tickets per year.

Fleet Program Questions

How does the Fleet Program differ from the Unlimited Wash Club?

The primary differences are billing, cost structure, and enrollment procedure:

Program Billing Cost Structure Enrollment
Fleet Program Invoiced monthly Pay per wash, discounts offered based on volume Enroll through Brown Bear Corporate Office
Unlimited Wash Club Automatic billing to card on file Flat fee, regardless of wash volume Enroll at Tunnel locations

 

However, it ultimately depends upon the needs of you and your organziation.  Some organziations prefer to handle car wash expenses via their main office as they do not prefer drivers to be responsible for expenses relating to car washes; others don't mind having a payment card on file with us being billed each month regardless of their drivers' wash volumes.

Loyalty Rewards App Questions

How does the app work?

The loyalty rewards app is operated by a third-party called Thanx.  Thanx tracks the purchases you make with the credit card(s) that you enroll in the app.  For every $100 that you spend at our Tunnel Car Washes, you receive a free Beary Best car wash; you also receive a free Beary Best wash just for signing up!  Download the app from the App Store or Google Play, or signup online.

*Please note the rewards program only works for purchases made at Tunnel Car Washes. At this time, purchases made at Self-Serve or Touchless Car Washes, or from our online store, do not count towards rewards progress. 

How do I redeem my reward?

When you’re ready to redeem your Free Car Wash, go into your app to activate the reward and then scan the Wash Code at the pay station.  If you’re at a car wash without an automated pay station, the attendant will scan the code for you.

Why didn’t I earn progress for my purchase?

If you didn’t use an enrolled card, you won’t earn rewards progress. If you used an enrolled card and still didn’t receive progress, submit your receipt through the app and it will be manually added.

Why couldn’t I put my credit card on file?

There are a few reasons your card may be rejected:

  • Your card is already enrolled in another account. This may happen if you share a credit card with someone else, or if you already have an account and are signing up again by mistake. If you think this is the case, please contact support directly through the app or at support@thanx.com.
  • If the enrolled card expires and you try to enroll a new card with the same card number, the new card will be rejected. You will need to delete the old card from your account before you can add the new card.
  • Your card is not supported. Discover and Apple cards do not currently work with the rewards program. Additionally, pre-paid and international cards are sometimes rejected by the card network.

What if I use cash?

Cash purchases earn rewards progress, you will just need to take a picture of the receipt and upload it in the app. Select the menu button, “Upload Receipts,” and then follow the prompts on the screen.

General Questions

Do you accept cards?

Yes, all major payment cards are accepted at Tunnel Car Wash, Self-Serve Car Wash, and Touchless Car Wash locations.

Does Brown Bear Car Wash franchise?

Not at this time. We are proud to be family-owned.

How often should I wash my car?

We advise our customers to wash their vehicles anytime they get dirty.

Dirt works into the paint and deteriorates the surface of the paint due to many types of pollutants in road dirt. It is best to remove insect residue, bird droppings, and other residue as soon as possible to prevent damage to your vehicle's paint.

Isn't it safer to wash your car by hand at home?

Not neccessarily. Rags and sponges used in driveway washing inevitably become impregnated with tiny particles of grit and can scratch your vehicle's surface.

Garden hoses typically have inadequate water pressure to remove all the soap film, letting it "bake" into the finish and work its way into the paint for days afterward.  In fact, professional studies have shown that the good ol' driveway car wash is one of the worst things that can happen to a car's factory paint job.

Furthermore, the untreated car wash runoff can flow into storm drains and into nearby creeks and rivers and end up in Puget Sound or Lake Washington posing a threat to local marine wildlife like salmon and orcas.

Why is your bear yellow?

Thanks for asking.  Many people are confused about the coloration of our bear logo.  Rest assured, our bear is golden brown.

When is Free Car Wash Day?

Customer Appreciation Day aka Free Car Wash Day is held the second Thursday before Labor Day.

Our next annual Customer Appreciation Day is:  August 26, 2021

Learn more.

 

We also offer free car washes to veterans on Veterans Day, November 11.

I have other questions. Can you answer them?

If you have a question that isn't addressed above, feel free to reach out and a team member will get in touch soon. We appreciate your interest in our company!