Business Profile

Car Wash

Car Wash USA Express

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

33 total complaints in the last 3 years.
7 complaints closed in the last 12 months.

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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:09/05/2023
Type:Service or Repair Issues
Status:
UnansweredMore 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 July 5, 2023,at approximately 11:35 am, I took my vehicle through the Car Wash USA Express, **** ***************, ************, **. During the car wash, the headlight washer cover on the passenger side was blown off the front bumper.Prior to leaving the car wash, I reported the incident and completed their claim report. The staffer on duty said it shouldn't be an issue getting the cover replaced since it was a factory installed item.On July 20, I learned my claim was denied due to loose or defective parts. Attached are pictures of the missing cover, the Car Wash USA Express signage prior to entering the car wash detailing what they are not responsible for, a picture of the cover is held firmly in place in the bumper with bracket arms and spring (it is not a cap that snaps into place or can be pulled off) and receipts for repairs. Since the headlight washer cover is a factory installed item, I feel Car Wash USA Express is responsible and should reimburse me for the cost of repairs, in the amount of $191.78.Thanking you in advance for your assistance and consideration concerning this matter.
Initial Complaint
Date:08/02/2023
Type:Billing Issues
Status:
ResolvedMore 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 was given a coupon for Car Wash USA by a Take 5 employee who changed my oil. I thought it was for a free car wash. When I went to use it at Car Wash USA, an employee came up to me and said it was actually for 99 cents and that I could get free car washes for the rest of the month if I let him put a sticker on my windshield. I never returned. After a month my credit card was charged $40. I called their customer service to have this unauthorized charge refunded. They wrote back 5 days later and refused, saying that my use of the coupon meant I was signing up for a membership at a rate of $40 per month, and that it was my responsibility to cancel the membership. I never consented to this membership. Neither the coupon nor the employee made it clear to me what the terms of the coupon were. I never consented to let them store my credit card information to charge me again later.
Customer Answer
Date: 08/02/2023
Attached is my email conversation with a customer service representative regarding the unauthorized charges. She claims the words "first wash" on the coupon are a "clue" that I was signing up for a membership. This "clue" is missing some vital information. The email exchange includes an image of the coupon, which clearly does not reference a membership nor a $40 monthly charge. Companies should not be allowed to charge people without their awareness or consent. They should not be allowed to retain customers' credit card information without their consent.
Business Response
Date: 08/03/2023
Our apologies for this misunderstanding. I have refunded the $40 monthly charge. Your membership was already cancelled.
Receipt for refund attached.
Customer Answer
Date: 08/07/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

Sincerely,

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

, ** 28314
Initial Complaint
Date:07/01/2023
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 purchased a monthly car wash and they take an extra payment out within 2 weeks instead of charging me ***** a month they are double charging my card its ***** a month and in 2 weeks they charge me ***** again and they will not refund my money to my card they said thats how it works they are stealing money from their customers its $***** a month not $***** every 2 weeks
Business Response
Date: 07/05/2023
***** we sent you a message asking for more information in order to locate your account on Monday, July 3.. We have not received a reply. Please check your junk mail folder in case the message went there. The message is below.
---------------------------------------
Hello *****,

Thank you for contacting ************* Car ****************** Team. My name is ****** and it would be my pleasure to help you today!

I received the voice message that you left for us on 7/1/23. I understand that you are being billed $29.99 every 2 weeks. I am happy to look into the billing issue that you have encountered. For me to look into this matter, I will need to gather further information to locate the correct account.

Please answer the following questions:

What is the phone number you used when you signed up for your membership?
In what city and state did you purchase your pass? (not where you live, but where the car wash is located)
What name is the pass under?
What is the full Pass ID number located on the **** sticker that was placed in your windshield? This number may or may not include a plus (+) sign. You can also take a photo and attach it to this email.
Please provide me with the first five and last four digits of the credit card that is being used for your membership.
I do apologize for any inconvenience. I hope to hear back from you soon! Please respond back to me in this email thread.

After I hear back from you, I will proceed with the research on the billing matter.

It is our pleasure to serve you,
Initial Complaint
Date:06/20/2023
Type:Billing 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.
This business stole my credit card number and has been charging me $19.99 per month without my knowledge for the past several months. I submitted multiple disputes with my credit card company and have attempted to contact this business on multiple occasions but no one has ever answered the phone. I have also left several voicemails with no return calls.
Business Response
Date: 06/20/2023
We did not "steal your credit card". How would we even do that? You purchased a monthly membership on February 10, 2023. Used it in February and March. Terms and conditions say that you must request cancellation. We have no request for cancellation by phone, email, web form, live chat or otherwise. As a courtesy I have refunded the previous month's charge, even though that is beyond our terms and conditions. Terms and Conditions may be found here: ********************************************************************;

Customer Answer
Date: 06/20/2023

Complaint: 20209688

I am rejecting this response because: A man at the car wash asked if I wanted ONE month of car washes for $19.99 in February and I said yes (sadly I only got two washes because you were conveniently closed the other five times I visited during the hours you were supposedly open).
I was NOT told I would be charged every month thereafter. Therefore, it was theft.

Sincerely,

*****************************
Business Response
Date: 06/26/2023
You signed up for a perfectly well advertised MONTHLY membership. You did not cancel. We refunded you one month as a courtesy, but you are not owed any refund. We consider this issue resolved.
Customer Answer
Date: 06/27/2023

Complaint: 20209688

I am rejecting this response because: I most certainly did not sign up for that and you absolutely do not have proof because I was not given anything to sign. An employee at the car wash stated I could get "a month of free washes" for $19.99 and I accepted. He did not state it was going to be a recurring monthly charge.

Sincerely,

*****************************
Initial Complaint
Date:05/25/2023
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.
I canceled my membership because I'm working out of the country off and on. I received a confirmation it was canceled. When I asked about the reimbursement, I was told that they tried to and my card rejected it. I received a message from ****** and asked her to call back. When I called back the lady I spoke to was rude because I would not give her my card number. Then when I asked to speak to someone else or a supervisor she told me I couldn't and hung up on me. I called back again since no one returned my call. The same lady answered the phone and basically stated she would have to send an email for someone to call me back. If they were going to assist from the get go why call and leave me a message? This is the worse customer service ever!
Business Response
Date: 06/02/2023
I have processed a refund of $39.99 back to your credit card. Please allow 3-5 business days to see that on your account. Please see the receipt attached.
Initial Complaint
Date:05/16/2023
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 purchase unlimited wash monthly ***** a month for the last month they been taking out 2 payment every month so I went talk to manager he said that the problem will be taking care of nothing has happen I need action taking own car wash USA express
Business Response
Date: 05/16/2023
Hi *****
Our customer care team has taken care of this for you by cancelling the extra account and refunding it. Thanks for bringing it to our attention.
Initial Complaint
Date:04/26/2023
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.
Went to take 5 car wash in ******* 1 time almost a year ago and was charged $ 19,90 and they are still charging my card . I did not sign up up for a monthly car wash.. Don't live there.
Business Response
Date: 04/28/2023
Your Monthly Unlimited Membership 43025+273240 has been disabled and your credit card will no longer be charged for renewal. A refund of $19.99 has been processed to your credit card. Please allow 3-5 business days to see the refund on your statement.
We operation under the terms and conditions of the Monthly Unlimited plan that you signed up for. That can be found here: ***************************************************************
You notified us you wished to cancel on April 25. We cancelled and refunded that month. Non-use does not qualify for a refund, as in any subscription.
Customer Answer
Date: 04/28/2023

Complaint: 19984518

I am rejecting this response because:
From the CONSUMER:
Sent 4/28/2023 4:52:53 PM
They did not once tell me that if you buy a car wash there that they you will be billed every month !!! I only went there one time.. They have done the same thing to other people also .. Thank you *************

Sincerely,

*****************
Customer Answer
Date: 04/28/2023
They did not once tell me that if you buy a car wash there that they you will be billed every month !!! I only went there one time.. They have done the same thing to other people also .. Thank you ******.
Business Response
Date: 05/01/2023
Sir you signed up for a monthly membership, not a one time wash. Signage on the terminal is obvious where the differences are. I'm sorry if you did this by mistake.
Customer Answer
Date: 05/01/2023

Complaint: 19984518

I am rejecting this response because:

Sincerely,

*****************
Initial Complaint
Date:03/31/2023
Type:Sales and Advertising Issues
Status:
ResolvedMore 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.
Hello i was there about a month ago and i had also bought a 1 time carwash and was charged for a subscription i never consented too! I have bills to pay and im on a fixed income i cant afford $42 for a carwash service this is crazy!
Business Response
Date: 03/31/2023
Hi ***********
Looking in our customer care database, I don't see any previous contact from you via email, phone or text using the information you provided here. Contacting our customer care team is normally the first step. We need more information to find your account.
What location did you visit (city and state)? Do you have a windshield sticker? If you do not have a sticker, what are the first 5 and last 4 digits of the credit card being charged so we can locate the account in our system?
Customer Answer
Date: 03/31/2023
***************************
Card number: ****************
cvv: ***
Exp: 10/28

Im not sure if my wifes info or my info was used but my card was the one charged
Initial Complaint
Date:03/15/2023
Type:Sales and Advertising 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 through a car wash under Car Wash USA with a one-time wash purchase. After this happened, the car wash kept my card information and immediately signed me up for a $40 monthly membership against my knowledge. This continued for eight months, until I finally noticed. I never agreed to or signed anything permitting them to make this decision for me. I have tried to contact the location, my bank, and corporate on multiple occasions in the past week. I even had to close my current card so they would stop billing. I feel that my last morsel of hope is small claims court. They are purposefully fraudulent. I can see why they scan license plates as opposed to giving members a card or sticker; They don't want people to know the membership is current. This business is completely unethical and greedy. I feel robbed, and I feel that nobody in this ************** to help or have any understanding of my situation.
Business Response
Date: 03/16/2023
We have been in contact and have processed a refund to your account
Initial Complaint
Date:03/07/2023
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.
March 02, 2023 $39.99 Pro 5 Plus Receive unlimited monthly car washes at all of our locations for one flat low monthly rate. Not only will the unlimited membership pay for itself after two washes, but theres no contract or signup fee when you join.Stole money from my account. Compromised my debit card. Charged three times for three months. But I agreed to one payment.Contacted the corporate office and the representative said they would refund the monies. Send an email to update the status of a refund. I never received the email or refund.
Business Response
Date: 03/08/2023
*****, this is a subscription service as the terms and conditions state. There is signage at the car wash indicating it is a monthly unlimited membership. You agreed to the terms and conditions when you signed up, including monthly payments. You cancelled on the day of billing when we require 7 days notice. We let you know this when you contacted our ************* department.
Full Terms and Conditions may be found at: ***************************************************;
Our service is strictly by those terms and conditions and as you were informed by our ************* agent, you may still use your membership until March 27, 2023.

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Car Wash USA Express is NOT a BBB Accredited Business.