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Business Profile

Car Wash

Ocean Express

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Car Wash.

Complaints

This profile includes complaints for Ocean Express's headquarters and its corporate-owned locations. To view all corporate locations, see

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Ocean Express has 2 locations, listed below.

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    • Ocean Express

      9640 Federal Blvd Federal Heights, CO 80260-5707

    • Ocean Express

      445 Majestic View Dr Boulder, CO 80303-4504

    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/22/2024

      Type:Service or Repair Issues
      Status:
      Unresolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In March 2024, I purchased a ceramic membership from this car wash and provided my credit card for auto pay, which was required. I also created my online account on their website so that I can monitor my account. In June 2024, I logged in so that I can downgrade my plan and found that my account was now under another persons name. All my information was wiped out with the exception of my license plate and my CC for payment. Several transactions took place from March to June under my credit card. I asked for an explanation of this from the Assistant Manager; ****, whom only treated me like I was a problem to him while yelling and gaslighting me. **** refused to listen to anything I was saying, he only wanted to argue. **** even argued with me about what my license plate was and then accused me of knowing the other customer that was placed on my account. **** blamed myself and the other customer and his only solution was encouraging me to put fraud charges on the other customer. **** told me that HE COULD refund me for 2 months at $34.99/monthly. Then he said that since I cancelled my credit card and membership account that he will no longer refund me. I tried to find a solution and asked if he could put the $70 on a plan for me and he yelled absolutely not, dont ask me for free membership I tried to explain to **** ~ thats not what I was asking for at all but he only continued to yell until I hung up on him. **** then called me back only to argue again! **** had offered to refund me as did his subordinate ***** but then **** refused a resolution! I also got a voicemail from **** today that said the other customer was getting free washes under my account and that the car wash is the only one who lost out!! Thats terrible way of thinking and treating me as a customer! I paid for my vehicle only and another person benefited off of me! I canceled in June and 7/7/24 they tried to charge my CC again for $34.99! Something fraudulent has happened here!

      Business Response

      Date: 09/02/2024

      There was no fraud happening here. Only a clerical error. her account was linked to another name and number. THAT IS IT...

      the other person in question had their own account. ******************** is under the impression someone got something for free and that is not the case. 

      She used her account multiple times and got her value from it from using it on average of once a week. We have a license plate reader that verifies the vehicle and then adds the wash that is attached to the account. (Name is attached to transaction that is where she saw the clerical error, and assumed someone was getting a free ride.)

      Only issue here was the contact information was linked to another one of our members. He did not have her financial information or even any of her phone numbers or name until she called him.

      As for the refund, I told her there is no way to refund a cancelled card and the fact she used her account once a week she got her value from it.

      There is no gas lighting or any nefarious actions going on, just a simple misunderstanding. 

       

       

      Customer Answer

      Date: 09/02/2024

       
      Complaint: 22178432

      I am rejecting this response because:

      First of all, nothing is an assumption regarding someone getting car washes for free under my name!! **** left me a voicemail which I attached and specifically said that the other person was getting free car washes under my name. This is the backpedaling that **** does when hes caught in a lie!! This is the gaslighting Im speaking of!! I have the voicemail saved to my files and I also provided it in my complaint!!  I went over dates and times with **** about when car washes were taken place and it wasnt me at those times because for one I was working and I never went there once a week. I probably got there maybe once a month!! My license plates were listed under the other person and I asked **** if he ever seen the other guys plate number come through and he specifically said no! **** also said he couldnt find the other guys account But now all of a sudden, hes saying, the other guy had an account!! **** Fabricates things and is never accountable! I need the owner to review this complaint, not ****!! I also asked **** to look on the cameras to see when my car went through and at first he said yes he can look through the cameras to see how many times my car went through and then he said oh no, I cant look at the cameras to see because we only have footage for seven days!! Nothing **** says makes sense and he does fabricate things when hes confronted!! This is why he yells like a fool on the phone and then lies!! He loves gaslighting!! 
      Below is the voice mail transcription - Hello my name is **** at the ocean express car wash I'm going through your account that you were talking to me about earlier and to go in a little bit further to our discussion earlier I did find that ******* was on your account yes he was getting free washes but you were not getting charged anything extra than your traditional membership if you use your membership anytime that month you received value for that membership but he did get free washes from us it does not look like your card was charged anything extra for him getting those said free washes so if you could give me a call back when you get a second so I can explain this a little bit further in detail I'd appreciate it thank you and have a good day Bye

      What **** doesnt seem to comprehend is that yes ******* is in his system with MY license plate and under MY EMAIL!!  This is why he says he found ******** account. No matter how many times or ways you try to explain it, **** Just cant grasp the explanation!! The account that ******* is under is my original account!!! My license plate starts with DWW.

      I WANT MY LICENSE PLATE REMOVED ENTIRELY!! 


      A professional owner needs to review my complaint because **** doesnt get it and hes never going to get it!! I have provided screen prints. I have provided explanations. I have said multiple times that the account is under my email and my license plate, but under ***************! Theres no other way to explain this, but it needs to get corrected by the owner!  

      Sincerely,

      *************************************

    • Initial Complaint

      Date:04/07/2024

      Type:Order Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I opened a subscription service for $35 per month with Ocean Express Car Wash in December 2023. Since then, I have only been able to use the car wash 5 times due to the fact that they were never open during regularly scheduled business hours. This violates the agreement that they came into with me to be able to use their subscription service as often as I would like. When I requested a refund on April 7, 2024, they refused to refund my money for the months I spent.

    Ocean Express is NOT a BBB Accredited Business.

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