Complaints

This profile includes complaints for Club Car Wash's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Club Car Wash

  1591 E Prathersville Rd Columbia, MO 65202-9614

• 

  Club Car Wash

  1213 Old Highway 63 N Ste 101 Columbia, MO 65201-7314

• 

  Club Car Wash

  6017 SW 30th Terrace Topeka, KS 66614

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  Club Car Wash

  101 Fairgrounds Rd Rolla, MO 65401

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  Club Car Wash

  2601 Grindstone Pkwy Columbia, MO 65201

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.

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Review for Club Car Wash Date of Incident: March 22, 2025 Membership Duration: ~3 months Vehicle: White truck, purchased December 31, 2024 On March 22, 2025, after a standard wash at Club Car Wash, I noticed a grayish-black rub **** on the ridge of my drivers door. The **** was approx. 14 long by wide and appeared to be caused by equipment rubbing tightly against the vehicle. I had purchased the truck in December and regularly towel-dried and inspected it after every wash, so I immediately noticed the new ****.I attempted to wipe it off both at the wash and at home with no success. I submitted a claim with photos the same day and was told to return to the store within 24 hours. I did, and a staff member took photos and wrote a brief note.On March 25, I received a denial email stating the damage was inconsistent with their equipment. The explanation described the wraps and mitters as soft, and said damage would appear uniformly if their equipment caused it. They included a 10-second video, but it did not show the wrap interacting with the area where the **** ********** replied, asking what facts were reviewed and if camera footage showed my truck entering undamaged. I also asked to cancel my membership and receive a refund for the unused month. I never received a *********** April, I was billed again. I followed up and was told to call customer service. On the call, I was told Club Car Wash does not issue refunds and offers no escalation path for damage claims or billing disputes.This review reflects my full experience with Club Car Washs damage claim, membership cancellation, and customer service process.

  Business Response

  Date: 05/15/2025

  Thank you for reaching out. I apologize you are less than satisfied with the determination of your claim and the encounters you've had. Please know we take all concerns very seriously, thoroughly investigating each concern. As discussed previously, the markings being claimed are inconsistent with the wash and equipment and are also isolate.  As you saw in the videos provided to you, the equipment is made of foam material and micro-fiber cloth, and operates at a high speed in a uniform, horizontal motion.  If the damage had been caused by our wash, it would appear in a consistent pattern from the front to the back of the vehicle.  However, the damage reported is isolate to one area, lacks uniform pattern, and does not align with the way our equipment functions.  Thanks, Club Car Wash.

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On 11/21/2024 I purchased a membership to club car wash and could not utilize the club car wash in my area so after paying cash wash time I went for over several months of waiting for a supervisor call back I then on 12/5/2024 create another acoxjnt with the store and was told to just close the original one. I called CS to do that they told me I would see a credit back I told them the card I used was a temporary **** and asked if they could just provide credit to my new account that would take care of one month of service they told me yes that never happened so after paying for the new account several months I was calling in to understand why it didnt happen each representative Ive spoken to has been nasty rude and hanging the phone up in my fast. Waiting for a supervisor to call back I decided not to pay my services because I felt like I already double paid a month. So the services went unpaid and my membership cancelled from my promotional pricing. I began to call in to see because of the issues and the mix up of communication if a supervisors could allow my account to be reactivated and Ill just pay for a double service a supervisor by the name of ****** refused to call me back and Ive spoken to over 6 representatives and each one has stated ****** refusal to talk to me and has been screaming belittling me and being belligerent and hanging up not allowing me to figure out where my money went or what compensation can be done for my money

• Initial Complaint

  Date:05/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On April 18th 2025, I visited the Club Car Wash location on *******, while at my visit an employee ran my card charging my account twice for a single transaction. I cannot afford to be double-charged, and when I brought this to the attention of the staff at the location, they refused to process a refund and instead directed me to call a corporate number.When I contacted corporate, the representative I spoke with was snarky and dismissive, telling me there was nothing they could do because their system didnt reflect a double chargeeven though I had clear proof that I was billed twice. After seven days, they finally refunded me only $20, which was the duplicate charge.Then, on May 8, when I returned for a wash, I was informed that my membership had been canceleda month early. I had signed up for a promo giving me half off MVP washes, which should have lasted another month. I immediately called corporate again, and they claimed that I called them on April 18 and asked to cancel my membership. I have no memory of making such a request, and they refused to let me listen to the recording of the call they claim supports this.Even if there had been a misunderstanding, the response I got was unacceptable. They told me the only solution was to sign up again at full pricewith no offer to honor the rest of the discounted promo I had already signed up for.This has been one of the worst customer service experiences Ive ever had. From being double-charged, waiting days for a refund, getting rude and unhelpful responses, and then having my membership canceled without my consentthis business has failed at every step. I believe others should be warned. Im requesting that Club Car Wash take responsibility, reinstate the remaining month of my discounted membership, and address the unprofessional behavior I encountered throughout this process.

  Business Response

  Date: 06/05/2025

  We apologize for any inconvenience you have experienced. We have taken the time to go through your account and listen to the previous calls. Your initial transaction was pending when you first called in, so we were unable to locate those transactions. We did inform you that the transactions would have to fully be posted on your account before we would be able to locate the charges and issue a refund if appropriate. A refund was never issued from our end, due to your bank releasing the second charge on your account. If we had double charged you in error, we would have refunded that charge and corrected the error, but the extra charge was not from Club Car Wash. During your first call, you did request to have your membership canceled, which was then processed. I apologize if this was done in error or if there was any miscommunication. 
  
  
  Our promotions are valid for new members only, which is why the membership was unable to be reinstated at the discounted price. If we are able to assist you in any way, please feel free to contact us at ************. Thank you. 

• Initial Complaint

  Date:05/02/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Three months ago I signed up for three months of half price membership. I called the last day of my trial to cancel and they said they couldn't because they needed 7 days to cancel. I informed them that I did not know that and that I am calling the last day of my membership. She told me there was nothing she could do about it. I then asked her to have her supervisors (who handle this) to give me a call. She said she would relay the message but it could be days before someone calls. This is completely unsatisfactory. I told her that I am on a military retirement budget and can not afford $40 a month for just car washes.....didn't matter to her. I want to not only cancel this membership but I also want the $40 refunded since you've charged my credit card. There was no reason to not refund the amount. Because of this treatment, I will not be joining Club Car Wash on any level. If this doesn't work, I'll go to one of the local news channels and see if they are interested in this. I'm sure this has happened to many people.

  Business Response

  Date: 05/29/2025

  We apologize for any inconvenience you may have experienced. As stated on our membership agreements, all memberships will recharge on the same day of the month from when they were initially started. Your membership recharged on the 1st of the month and would have needed to be canceled prior to the 1st to stop any charges from being processed. Your membership is canceled, and you will no longer be charged for a monthly membership. Unfortunately, we will not be able to issue a refund, as the membership has been used multiple times since the account was recharged. If you have any additional questions or concerns, please contact our *************************** at ************.

  Customer Answer

  Date: 05/29/2025

  Complaint: 23279567
  
  I have reviewed the business' response and am rejecting it because: Of course Ive used it because you forced me to by charging $40. You waiting this long (on purpose I believe) because you knew Id be using it. Your BBB rating says everything about your business. Shameful!
  
  
  
  ,
  
  ***** ******

• Initial Complaint

  Date:05/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On 25 Mar 2025, we paid for a $12 wash about $13.01 after tax. Heard a noise while in the car wash & saw that a crack formed. The weather for on 25 Mar had a high of 73. Upon closer inspection there were 3 impact points ******************* from the end of the windshield. We met all the displayed club car wash policy requirements to file a claim IE newer car and etc. The manager took 2 photos about 6 ft from the car & failed to zoom in to get a close up of the damage. He said the corporate office would work with us. During this a new black Camaro owner stated his windshield cracked & he wanted to file a claim. Shelby ********************************* replied I have concluded that Club Car Wash will not be responsible for the damage to your vehicle. The damage that appears in this claim is caused by thermal shock, which is a variation in temperature that can cause exacerbation of a flawed piece of glass. Our response: temp high was 73 & took a close up photo of the area. We asked for a review as it appeared debris on the machine cracked our windshield. We also asked how an impact cause thermal expansion, a 2nd review, & we would file a complaint w BBB. ****** responded The impact points are from rocks or road debris. Anytime a vehicle with these types of flaws is exposed to pressured water and other elements of a car wash, a crack can stem from the impact points. My manager is ******************************** and she will be happy to tell you the same thing.. She first stated the crack was from thermal expansion then the new excuse was the impact points were already there & the pressured water & other elements of a car wash made the crack. We requested a review & appeal. I emailed ************* failed to respond. We have requested for all ********************** relating to our case which they refuse to provide us. Could also be fraud as they advertise coverage but do not follow own policy. What is even covered?Outcome: windshield to be replaced by *****.

  Business Response

  Date: 05/12/2025

  Thank you for reaching out. We sincerely regret that you are not fully satisfied with the outcome of your claim. Please know that we take all concerns seriously and carefully review each case to ensure a fair determination.  The only wash equipment that comes in contact with our customers' vehicles is the wraps and mitters. The wraps are made of an extremely soft foam material, and spin in a horizontal fashion all along the car. The mitters are made of microfiber cloth and move in a back-and-forth motion, also all across the vehicle.  Neither of these pieces of equipment are capable of damaging the area that is being claimed.  We truly understand how frustrating this situation must be and appreciate your understanding. Thanks, Club Car Wash.

• Initial Complaint

  Date:04/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Club car wash made marks and chip my paint in my suv this was never like this until I joined club car wash and now suv is bad they need to take responsibility and be accountable

  Business Response

  Date: 05/12/2025

  Thank you for reaching out. I apologize you are less than satisfied with the determination of your claim. Please know we take all concerns very seriously, thoroughly investigating each concern. The markings from the pictures you provided are inconsistent with the wash and equipment.  Our equipment is made of foam material and micro-fiber cloth, and operates at a high speed in a uniform, horizontal motion.  If the damage had been caused by our wash, it would appear in a consistent pattern from the front to the back of the vehicle.  However, the damage reported is isolate, lacks uniform pattern, and does not align with the way our equipment functions.  From the claim that was submitted for the paint issue, our review of the footage confirms that the damage in question was present on your vehicle before entering the wash. For your reference, we have attached screenshots from our footage.
  We understand this may not be the outcome you were hoping for, and we appreciate your understanding.  Thanks, Club Car Wash.

• Initial Complaint

  Date:04/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have been complaining to club car wash for about a year about not getting any tire shine on my tires. Everyone i talked to, they would just say, it's in your package you should be getting it. So today 4/19 I had an employee look up my records and someone shut off the tire shine for my vehicle. I did not request this. I've sent emails and made phone calls, they refuse to even give my a little as one month free. This was clearly their mistake and should fess up to it

  Business Response

  Date: 05/14/2025

  Thank you for reaching out. We apologize for any inconvenience this may have caused. Your account shows that you should be receiving Tire Shine but we understand the frustration you have been experiencing. If you would like to reach out to ***************** we would be happy to make this situation right for you. We will place a note on your account so a **************** Representative will be able to assist when you call in. Thanks, Club Car Wash.

• Initial Complaint

  Date:04/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  ******** car wash damaged my cars, front tow, cap and tire and rim. Theyre claiming nothing in their car wash cant damage the tire rim, butthat is clearly not the case.

  Business Response

  Date: 04/21/2025

  Thank you for reaching out. We sincerely regret that you are not fully satisfied with the outcome of your claim. Please know that we take all concerns seriously and carefully review each case to ensure a fair determination.  Club Car Wash has agreed to assist with the repairs of the tow cover that was removed during your visit.  Unfortunately, the damage to your tire is not consistent with our equipment as there is nothing in the wash that would damage the sidewall of the tire.  Additionally, if such damage were occurring due to our equipment, we would expect to see similar issues reported by other customers.  We understand this may not be the outcome you were hoping for, and we appreciate your understanding.  Thanks, Club Car Wash.

   

  Customer Answer

  Date: 04/22/2025

  Complaint: 23223784
  
  I have reviewed the business' response and am rejecting it because:
  Damage was caused by Club Car wash to rim and tire.
  

  Additionally, they DO regularly get this complaint as evidenced by a quick ****** search. 
  
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Date of incident - 2/24/2025 $15.00 car wash resulting in $2187.82 with of vehicle damage. Car was loaded in carwash in neutral with no problem. Partially through the wash, my car became misaligned on the rollers apparently. My car is a 2019, and I touched no controls in my car during this experience. My car stopped moving, and the car behind me(also in neutral and not misaligned on the rollers) continued to move and rear ended me. The Wash was stopped. They asked if I touched anything to which I replied absolutely not. I asked if the car behind me had hit me, and they said no, youre good, they were not moving very fast. They had me turn the wheel to realign back on the rollers and I completed the wash. I found damage on my car after, and returned to the was the following day to make an official claim. The manager said this had happened twice that day. Where I got my estimate that following Friday @ **** ********* collision center, when I told them I had been hit in a carwash they immediately asked if it was Club carwash, and that the knew the claims ***** signifying that this happens often. Club carwash then said they reviewed the footage, and their machinery was working properly so it MUST have been something I did in my vehicle. They have been relatively unresponsive since. I emailed and dropped off in person(signed and dated my the manager) a formal request to preserve evidence so they could not delete the video footage from that day. They were unresponsive when I asked for the footage. Id assume it would show me hitting my brakes if I had touched anything in the vehicle to cause my car to become misaligned, which I did not. This is unacceptable. This is negligence. They cram too many cars in the wash, and too close in proximity, and their system is clearly flawed with no safety mechanism if this is happeneing as frequently as it appears to be. I would like them to accept responsibility, remedy the damages and provide me a rental car in the meantime.

  Business Response

  Date: 04/02/2025

  Thank you for reaching out. We sincerely regret that you are not fully satisfied with the outcome of your claim. Please know that we take all concerns seriously and carefully review each case to ensure a fair determination.
  As discussed over the phone, the rollers behind the drivers side rear tire are designed to push the vehicle down the track while in neutral. Our system does not cause vehicles to stop unless the track is manually halted, which would have affected all vehicles on the track. After reviewing the incident, we found no equipment malfunction that would have caused your vehicle to stop.
  Based on our assessment, this issue appears to have resulted from driver error and a failure to follow the posted wash instructions. We understand that this may not be the response you were hoping for, but we appreciate your understanding. Thanks, Club Car Wash

   

   

• Initial Complaint

  Date:03/24/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 went to the ******* and 44 location to get a car wash. They didn&#**;t have anyone guiding people to the line for car washes for anyone and for car washes for members. There was a line going to the street. I was trying to avoid the line because I was a member. There was a lady worker there that came to my car and said "what are you doing?" I said I was trying to bypass the pay line to get out of there completely. People were honking there horns at me and getting out of their cars, it was creepy. It kept escalating. This is the worse one! Some other worker came to me and I thought he was going to hit me or something. I had to back my car up around the corner. They cancelled my membership and I asked them why and they said that it was my fault after viewing the video on March 27th. I would like to have contact by the business about how I was treated.

  Business Response

  Date: 04/02/2025

  We apologize for any inconvenience you have experienced. If you would like to discuss your specific incident in more detail, please contact our ***************** at the **************** and ask to speak to the Director of Claims. Thank you.