Complaints

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

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Car Wash USA Express has 21 locations, listed below.

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• 

  Car Wash USA Express

  8110 Industrial Dr Olive Branch, MS 38654-1911

• 

  Car Wash USA Express

  9122 Highway 64 Lakeland, TN 38002-9765

• 

  Car Wash USA Express

  62 W. Moore Drive Southaven, MS 38671

• 

  Car Wash USA Express

  2315 Lake Rd Dyersburg, TN 38024-1831

• 

  Car Wash USA Express

  10003 Macon Rd Cordova, TN 38018-1600

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:03/03/2023

  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.

  We came in for a car wash.The employee took our credit card and said a special offer was going on.For a one time payment of ***** we could have unlimited car washes.We said ok.He took our *********** credit card.Swiped it.We didn't realize until months later they were taking ***** a month out of our credit card. We are elderly.We cannot afford this.These charges were not authorized by my husband or me.This was the car wash in ************, **.30214.Card in the name of ***********************. Number on sticker they gave **.90589+502343.They need to stop taking out of our credit card.Mr.and Mrs.***********************.

  Business Response

  Date: 03/06/2023

  Hi, we have not received any communication from you that you wish to cancel your membership.  Please contact us at ************************* with the following information:

  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.
  License Plate Number (If no sticker and the Car Wash uses license plate readers)
  Reason for cancellation (moving, sold vehicle, etc.)
  
  Note: If you are not able to locate that number, we can also look it up with the first five and last four digits of your credit card.

   

   

• Initial Complaint

  Date:02/08/2023

  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 bought my husband a monthly membership a couple years ago . We gave had several issues with our account but nothing huge. January 25th my husband went to the one in ************ ** . He went through as normal and left. He went again to ******** ** location and was advised his account had been terminated. There were 5 cars behind some husband paid $25 to proceed even though our billing period is through 10th of each month. The guy gave him the number to call to see why it was terminated. I have called twice multiple emails and noone can tell me why it was terminated. Now I have paid through February 10th with no refund. I also asked for a refund for th $25 car wash my husband paid for. All the email stated was they can't give refunds. But I have one person telling me the account is still valid while an email says they see it is terminated but not sure why. I can't seem to get a resolution. Very bad customer service

  Business Response

  Date: 02/09/2023

  ******, ************* has been in touch with you regarding the termination of your membership. All was done according to our terms and conditions. 

  
   

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 19367010
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/30/2023

  Type:Product 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 picked up my vehicle from repair shop on 01/11/2023 and was informed that because of new paint job I could not get an automatic car wash for 60 days. I immediately went to Car Wash ***** website to cancel my monthly $29.99 unlimited wash package via their online web submission form, inputting my account number from my windshield sticker ******+*******. I checked my email after submission, but received no form of cancellation acknowledgement. To ensure request was submitted, I filled out another request again the following day, 01/12/2023 but still no cancellation acknowledgement or confirmation. I naturally assumed my requests went through as I didnt hear otherwise. However, on 01/18/2023 Car Wash USA charged my card ending in **** $29.99 after cancelling the service 8 days before ************-payment. At that point I was furious and actually called their customer service number. I was told on multiple occasions by multiple reps that my someone would email me with a response to my refund request. I called from my cell phone as well as work phone. When I spoke to both ***** (ticket #******) and ***** (ticket #******) I was assured that my request would be escalated and I would receive an email once my refund request was reviewed, but neither could offer a turnaround time and its been over a week. I have not used the service and will not be able to use any carwash service until March 2023, which at this point I would never use their service again. I've gotten the run-arounds and still no refund or response. I have four kids and no money to throw away. More importantly, it's the principle and integrity surrounding the situation. This has been a customer service nightmare.

  Business Response

  Date: 01/27/2023

  Maybe we should make sure you have the correct ************. We do not have a ***** or ***** that works for **. Our wash is in *****************, ****. **** ************************** North.Tell ** why here...

  Customer Answer

  Date: 01/27/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 18936214
  
  I am rejecting this response because: 

   

  When I went to the BBB website and put in www.carwashusa.com this was the location that came up - no other options - so I assumed it was the headquarters. As for who I spoke with, had the attachments been properly reviewed it would be plain to see that I contact the customer service number on the website. I spoke with numerous people, ***** and ***** is where I retained ticket numbers and contact names.

  
  Regards,
  
  ***************************

  Business Response

  Date: 01/31/2023

  Your Monthly Unlimited Membership 20198+967732 has been disabled and your credit card will no longer be charged for renewal. A refund of $29.99 has been processed to your credit card. Please allow 3-5 business days to see the refund on your statement. Please see below.

  Customer Answer

  Date: 01/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/12/2022

  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.

  In October 2022, I purchased a one month package to this car wash. I did not use it as much as I thought I would, so I attempted to cancel it in November via their website link. I never got a confirmation of cancellation and I was charged $40 again this month. After contacting the customer care phone number five times today, I was given the run around, hung up on several times and they are still unable to cancel my membership.

  Business Response

  Date: 12/14/2022

  Hi Matalyn,
   
  According to our Terms and Conditions, which you've received from our ************* team, you needed to give us 7 days notice to cancel before the billing date. You actually contacted us 5 times on the same day - 2 days AFTER the billing date of the 10th of the month. 
   
  If you would be so kind, I would really like to know what link you followed to cancel on line as we do not have an online cancellation process. I don't want other to follow that same link. 
   
  In the mean time, I've cancelled your pass and refunded your November and December payments for a total of $79.98. Please allow 3-5 business days to see that on your statement. 
   
  All the best

• Initial Complaint

  Date:11/21/2022

  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.

  We were signed up for a membership unknowingly and have been getting charged $44.99/month for 9+ months. There was no signature required to automatically draft these payments from our bank account either. We never signed up for this membership! We dont even live near this car wash. The employees take your card and select the options themselves then hand it back. This was either done purposely or accidentally but definitely not by us. We have been trying to get our money reimbursed from this business with no luck on anyone even contacting us back. Our bank will reimburse 6 months but thats just not good enough. Nor is it fair.

  Business Response

  Date: 11/22/2022

  We apologize for this error. The first contact we have in ************* is on 11/14/2022.  We have refunded the remainder of your payments minus the car wash you received that day. We cannot refund what the bank is already doing. 

  I will also email these results via the ticket that you put in on Nov 14.

   

   

• Initial Complaint

  Date:11/09/2022

  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 went through the Car Wash USA Express on ****************** in *******, ** on October 19, 2022 and my brand new 2022 *** was damaged. This happened midway inside the car wash, where my car unexpectedly stopped moving on the track, during the foam bath. I have gone through this type carwash several times where the car is pushed through on a track. I certainly know the routine of what the driver needs to do during this process. As always, I had my car in neutral and wasnt touching the brake or anything. The next thing I know a car was hitting me from behind.I was bumped from behind two to three times before I finally had to put my car into drive and drive it out of the car wash with soap all over it!I heard a buzzer alarm go off before I was hit by the car behind me.When I got out of the carwash, I talked to the only attendant working during this time. I asked her what I needed to do about the damage on my car and she told me that I could fill out a report but they wouldnt do anything about it. The attendant also talked to the lady driving the vehicle that was pushed into mine. She told her that she kept getting pushed into my car but her car wasnt damaged.I filled out an accident report and took my car to get an estimate. It is going to cost over $1000.00 to repair the damage on my car. My husband and I have been trying for weeks to communicate with customer service and the attendant to provide and find out any information. After numerous attempts by email and phone calls with no response, I called again on November 4, 2022. This call was finally answered by the carwash attendant. She immediately informed me that our report had been denied. I responded that my vehicle was being controlled by the carwash track system inside the carwash when the incident happened. She told me she would have to call me back and that she needed to talk to her manager. I havent heard from anyone. November 9, 2022.

  Business Response

  Date: 11/15/2022

  Customer claim has been Denied due to in tunnel collision. I have explained to Mrs.******* multiple time on why the claim was denied. Mrs. ******* and I spoke with the customer the day of the incident and she told the customer in the second vehicle that it was fine after I suggested that they should exchange insurance information. Mrs. ******* and the customer left premises. 15 minutes later Mrs. ******* came back and stated that her husband wanted her to do a damage claim and I told her she more than welcome to do a claim, but the claim was denied because we were not at fault Mrs. ******* proceeded to say she is not at fault after she told the customer everything was fine. 

• Initial Complaint

  Date:11/04/2022

  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 August 29, 2022 I used this carwash. I have been to several of the other locations without any problems. At this location, there was a problem. When almost done with the wash, just before the blow dryers started, I heard a loud noise. I looked to my right and could no longer see the mirror on that side of my 2012 Suburban. I exited the wash and that mirror was in pieces, with part of it hanging down. It put some black marks on the door as well. I notified one of the employees and she filled out a report of some kind. She told me the manager, ******************************* would call me. He never did. My husband has called ******************** several times and has not gotten anywhere with him. I have emailed corporate several times with absolutely no response. I've called a few corporate phone numbers and have been told the district manager would get back with me. No response at all.

  Business Response

  Date: 01/30/2023

  In response to the BBB I ************************* reached out to the BENNETTS on 01/28/23 at ****am by phone and left a voicemail and ask them to please call. And followed up with a text message from my phone and ask them to please call me asap.

  At **** am on 01/28/23 I received a phone call back from ****************** at ***** am so we discussed the requirements that I need to continue to process his claim. Were upon i was informed that he did not have a response for his cash payment $675.00 due to the fact that they would have wanted $875.00 if he wanted a receipt. In response I said to him I have contact my higher authority to get permission to process this claim. 

  I reached out to ************************* # *** site manager and ************************* to further discuss reimbursement of this gentlemen claim. I was advised to respond with this letter to explain what i was told in my continued efforts to continue to process his claim and respond appropriately.

  I hope that in my effort to further respond I have operated and sought the council from the appropriate individuals.

   

  Thank you for your attention. 

  Customer Answer

  Date: 02/06/2023

   
  Complaint: 18355008
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/27/2022

  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.

  The company has been unresponsive in my attempts to be compensated for unauthorized charges, which were incurred with misleading tactics on behalf of a company representative. The company salesperson offered to sign me up for a monthly membership, to which I declined. The representative then offered a 30-day trial for their membership services, and assured me I would not be billed once the 30 days expired unless I contacted the company and authorized a recurring membership. This transaction occurred in May, and I have been billed monthly since. I have attempted numerous times to get service representatives to respond to my specific query about being refunded, but they have ignored my requests for a phone call. The most communication I have received is an automated email that asked if I wanted to cancel my monthly membership. All other requests for communication have gone unanswered. I was not given any documentation except for a removable sticker, no forms verifying the nature of the charges.

  Business Response

  Date: 11/02/2022

  Our ************************ is in touch with you regarding a solution to this issue.  Thanks for bringing it to our attention. 

• Initial Complaint

  Date:10/24/2022

  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 a monthly subscription to this car wash service for my wife and me. My wife was turned away due to "short-staffing" prior to the close of business. I called the customer support line, but I was unable to speak with someone about my service being declined.

  Business Response

  Date: 10/25/2022

  ******* you put in a call only yesterday. in that message you said that you were there 2 minutes before close time and they wouldn't let you in.  We may be closed for weather or maintenance per our terms and conditions of your pass. 

• Initial Complaint

  Date:10/06/2022

  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.

  March 4, 2022 my truck was damaged at the Car Wash USA Express on *******. The Associate manager accepted fault and signed a form stating just that. He told me the Car was would pay for damages and the manager would contact me later that day. He did not. I finally contacted the Manager, *********************** May 17 2022 and he stated they would pay for my damages. I have many texts from ***************** stating payment was on the way and I never received any compensation and paid the damages out of my own pocket for $992.14. I have several texts stating the check was cut and on the way. Still nothing.

  Business Response

  Date: 11/09/2022

  Request for reimbursement has been submitted and our District Manager has spoken to you regarding this claim