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Business Profile

Car Wash

Car Wash USA Express

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Car Wash.

Complaints

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

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Car Wash USA Express has 21 locations, listed below.

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    Customer Complaints Summary

    • 33 total complaints in the last 3 years.
    • 7 complaints 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/02/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 charged a monthly subscription fee for what was supposed to be a single car wash. I do not wish to have a monthly subscription. I should have to sign something official that would opt me into a subscription rather than being tricked into a subscription.

      Business Response

      Date: 10/03/2022

      ********************, You did not contact our ************* with this request. I'm surprised that you waited 6 months before getting in touch with BBB instead of where you washed your car or calling our ************* department. 

      I have processed a refund for the monthly charges you incurred after the initial purchase (at a discount) of the first month. Please allow 3-5 business days to see that refund on your credit card statement. 

      We hope to see you again at Take 5 Car Wash.

       

       

    • Initial Complaint

      Date:08/31/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 took my 2022 Altima for a quick wash and this establishments equipment damaged my car. Manager stated they would file a request to fix it and contact me but no one had contacted me. I have also attempted to contact the corporate office to get this issue resolved with no avail. I now have a damaged car of no fault of my own and this business is refusing to fix it.

      Business Response

      Date: 09/01/2022

      After checking our cameras, we were able to see preexisting damage. This claim was denied. I've requested the Site Manager contact you to explain.

      Customer Answer

      Date: 09/02/2022

       
      Complaint: 17805695

      I am rejecting this response because: this car is BRAND NEW and there was no pre existing damage to the rim, it was just bought off the lot, I am the first owner. I attached the picture of the rim after it was damaged at your establishment. 

      Sincerely,

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

      Business Response

      Date: 10/20/2022

      The site manager has responded to this complaint that the damage claim was denied because damage could be seen on the cameras. SM's decision is final.

      Customer Answer

      Date: 10/20/2022

       
      Complaint: 17805695

      I am rejecting this response because: it was a BRAND new car. This is bad business and just wrong of a company to deny they damaged a $30k car and refuse to fix it. There was not a single scratch on the rim when I entered *************. I would like your footage to prove this so called existing damage. 

      Sincerely,

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

      Business Response

      Date: 11/18/2022

      Sorry you do not agree. We have evidence of the prior damage. Again the Site Manager's decision is final.

      Customer Answer

      Date: 11/18/2022

       
      Complaint: 17805695

      I am rejecting this response because:
      This is inaccurate that there was existing damage since the car was recently bought brand new before the incident. I would like to see this proof of existing damage. This is and will not be taken lightly. 
      Sincerely,

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

    • Initial Complaint

      Date:07/18/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 June 30th 2023 going though car wash at **************. the employee using brush to prewash windshield dropped it to hard on the wood of the brush cracking windshield. I filled out a claim form with the manager (Nate). later that afternoon Nate called me to tell me that their camera showed a hairline crack. I asked to see the video to no avail. Nate has told me he has asked the district manager and the claims **** to call me, I have received no calls. I called the customer service number and was told the district manager will call me. no calls,this is a poorly managed company. I have been a monthly member for over 2 years. I need someone to call me to resolve this problem thanks *****

      Business Response

      Date: 08/22/2022

      Customer was informed of the denial of the claim. The statement that he made saying we cracked his windshield was not correct. The Site Manager noted that there was an existing crack in the windshield that spread when the customer went through the wash.

      Customer Answer

      Date: 08/26/2022

       
      Complaint: 17584438

      I am rejecting this response because: the windshield was not cracked, the attendant hit it with wood on brush cracking windshield. cant get anyone to call me back still. terrible customer service.

      Sincerely,

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

    Car Wash USA Express is NOT a BBB Accredited Business.

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