Business Profile

Car Wash

Take 5 Car Wash

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Take 5 Car Wash's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

681 total complaints in the last 3 years.
225 complaints closed in the last 12 months.

If you've experienced an issue

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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:12/21/2023
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.
My card was charged multiple times for one car wash. After contacting corporate by email, they refused to refund my money even with proper documention as proof of multiple charges. I purchased one $20 car wash on December 16th at approx 1:30 pm. And was charged 3 different transactions. I provided them with my tag number, my bank statement (shows as 526 on statment) as well as my card digits they asked for. There is nobody at the facility with authority to refund money I was told and was never able to speak to an actual person about this issue. I was sent an email saying they could not find the multiple charges which can be plainly seen and that I would need to file fraud through my bank. The only fraud is them and the response to this. Very disappointed with this.
Business Response
Date: 12/27/2023
A check for $40.00 is on its way. Sorry for the inconvenience.
Customer Answer
Date: 12/31/2023

I am rejecting this response because:
I have not received a check in the mail or any proof one has been sent, I sent in proper documentation for this transaction to be deposited back into by bank account. They denied keeping records of credit card transactions and claimed they would deposit it into my account and neither has been resolved to my knowledge. No proof of a deposit and no proof they have mailed a check. This happened at Christmas time when money was needed for other expenses and they failed to correct it in a timely manner. Very disappointed.
They say they have no authority to refund such things, yet they have authority to take your funds!
Also, I was told by my bank this issue has happened to more than just myself. They need to have better customer service. Have never been able to speak to an actual employee concerning this, only be email.
I have no issue resolving and accepting but only if my money is returned to my checking or if I have proof that they actually sent the refund check immediately, not 6 weeks from now.
Thank you for your time.
Business Response
Date: 01/08/2024
Proof of payment is attached. Payment was sent to the bank for payment on 1/2/2024. Please allow 3-4 weeks to receive it via USPS.
Initial Complaint
Date:12/21/2023
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.
On 10/20/23, my car was damaged inside the Take 5 car wash on Highway 64 in ********, **. The person in front of me put on their brakes. I applied my brakes to not hit them and I was hit from behind twice. The attendant stopped the wash and told me I jumped the track because I put on my brake. Had I not applied the brake, both the front and the back end of my car would have been damaged. I was also asked why I didn't honk. If I had honked, the attendant would have stopped the car wash. Sorry, this all happened in about the span of 45 seconds and it never occurred to me that someone would put their brake on in an automatic car wash, so I was a little thrown off. I was then told by the attendant that they always tell people to honk if there is a need to stop the car wash. This is NOT true because by the time you got up to them, the window is rolled up because they are spraying stuff on. your car. There is also no sign saying honk in case of emergency. I immediately pulled into a vacuum space afterward. I was told there was no need to call the police, that they'd fill out an incident report, and they had a credit card on which they could put up to $500, we just needed to provide the estimate. We got an estimate. We got the back up camera replaced. I still have a dent in the back of my car purchased new in March of 2023. After visiting the site manger many time, we finally were told their equipment didn't do the damage, so we were pretty much out of luck. We finally filed a police report, but it was a little late at that point. I contact Take 5 customer support and got absolutely no help at all. I cannot stress enough how UNHELPFUL they were! I spoke with a regional manager who reached out to me on ********* She wasn't helpful either. No one even said, "Look, we are sorry this happened. Let us recoup you a couple of months of your subscription costs." We have unlimited subscriptions (which we are no cancelling) for a total of $60 a month.
Business Response
Date: 12/21/2023
We have assisted the customer in every aspect of their damage claim. We provided the customer with the information to pursue the customer that caused the accident in the tunnel. Our equipment didn't cause the damage to their vehicle, but another customer not following our instructions. This is how we handle these situations that occur in our tunnel.
Customer Answer
Date: 12/21/2023

I am rejecting this response because:

There is no signage anywhere to alert customers what to do in this case. There should at the very least signs telling customers to honk to stop the carwash. And maybe train site managers to tell customers to call the police when an incident happens instead of telling them they have a credit card they can put up to $500 worth of damages on.
Honestly, it doesnt matter at this point. I realize Take 5 is not going to do anything, but I am telling people if my experience and we cancelled our monthly subscriptions on two cars today. ******* has plenty of other car washes I can take my business to.
Business Response
Date: 12/26/2023
Thank you for your response.
Initial Complaint
Date:12/18/2023
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.
The roof trim was torn off my car in the car wash. Numerous emails to the company, with photos of damage, have gone unanswered.
Customer Answer
Date: 12/18/2023
Hello,

The address is ***********************************************************************************. I visited on 11/11. I can provide photos of receipt and damage to my cat if needed. Thank you!

Business Response
Date: 12/26/2023
Your emails were answered, please check your junk/spam folders. You must go to the car wash site where this occurred and fill out an Incident Report. This starts the claims process. I do not see any report under your name. Thanks
Customer Answer
Date: 01/25/2024

I am rejecting this response because:

I received the response from the merchant to the complaint ID above. They told me to file a damage report with the company in person, at the location where it happened. I did that on Jan 5 but have received no response from them. A photo of the form they completed is attached.

I still want my car fixed. They are responsible. What are my options?

Business Response
Date: 02/05/2024
Hi *******,

Your claim has been submitted to our partner **************. Please allow them a few days to contact you.

Best Regards,
Customer Answer
Date: 02/09/2024

I am rejecting this response because I have received no contact from the claims provider. I made the damage report on 1/5. They have not called me. I also have NEVER received any direct communication from this merchant. I expect a PHONE CALL. I have never received an email from them, spam folder or otherwise. That's an excuse I reject. I want my car fixed. Meanwhile, my ****** review for this business, with photos of damage, has been viewed over ***** times and counting. I would be happy to update the review once the merchant makes things right. But for now, the negative review remains for all to see.

Business Response
Date: 02/12/2024
There is some information missing from the Incident Report as well has this BBB complaint for us to process this. There is no address for you, just city and state. also we do not have record of the Vehicle Identification Number. That is required to proceed with this claim.
Customer Answer
Date: 02/14/2024
Please see attached claim form, where I have filled in my street address and VIN.

Business Response
Date: 02/27/2024
Indication on the Incident Report that you attached is that it was resolved onsite. If that is not the case then please return to the car wash and have them submit this to **************, our damage claims processor. It is not currently listed with them.
Initial Complaint
Date:12/14/2023
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 to get a car wash on June 20th 2023, I paid $19.99 for a car wash without any staff help. Over the course of the next 5 months after Ive been charged $19.99 for a membership that I never wanted, signed up for, or used. There is no direct phone number and I had to speak with the chat representatives twice to get in contact with their care team regarding a refund. They informed me that if I actually had a membership I would have a member ID sticker- which I didnt. Finally a care team email was sent and they only wanted to refund me $19.99. Not only does this business not have appropriate and timely avenues for help for customers but their solutions are ridiculously poor. I am fine with having paid the initially $19.99, but request being refunded for the 5 months I was unaware of which equals to $99.95
Business Response
Date: 12/18/2023
hi *******, We have send your refund of $99.95 to Accounts Payable for processing. Please allow **** days to see that in your account.
Initial Complaint
Date:12/14/2023
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.
On Mar 24, 2023, I took my vehicle to Take 5 Car Wash 255 in *********, **. An employee came out to the pay station to "assist" me with the credit card transaction. Without my knowledge or approval, the employee misused my credit information to sign me up for a $26.99 recurring membership to be charged to my credit card each month. I was out-of-state for months soon after to take care of a sick family member who is now in hospice. By the time I realized that my card was being misused, a total of $215.92 had been charged to my credit card between Apr- Nov 2023 ($26.99 x 8 = $215.92) .I did not create any membership, I never received any kind of membership # or any kind of decal to place on my vehicle, or notification that any account was created, and I did not receive a single car wash since that I did not pay for seperately.I've been to the location twice to speak with the manager, called customer service and left a message which was not returned, and been in email contact with Take 5 customer service for more than 3 weeks ************** Ticket # ********. Take 5 customer service initially offered a ******* refund of $26.99, then upped the offer to $53.98 after 3 weeks of discussion. They have told me that the burden of realizing that I was being charged for a membership I had no knowledge of fell on me, that this is the final offer and they will not continue to discuss the matter with **** am steadfast in seeking full reimbursement of the $215.92 which was fraudulently charged through the misuse of my credit card information by Take 5 Car Wash's employee. It's unfortunate that Take 5's customer service would prefer that I file a BBB complaint rather than simply correct this - I have stopped using both Take 5 Car Wash and Take 5 Oil Change until this is fully resolved.
Business Response
Date: 12/18/2023
Refund check submitted for payment today. Thank you
Initial Complaint
Date:12/13/2023
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.
Have been charged twice a month from 9-14-22 through 11-24-23. Total over charge ****** dollars. Would like a refund.
Business Response
Date: 12/18/2023
all accounts cancelled and refunded.
Initial Complaint
Date:12/12/2023
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.
My car was damaged going through the car wash. There is a hole left in the roof of my car. The body shop said that there would definately be leakage causing further damage. I have called many times to the local car wash, to the corporate office, to the site manager. All no answers or response. Many messages have been left. All unreturned. I finally had to take my vehicle to the body shop and file a claim on my personal insurance. The total cost is ****** with my having to pay ****** out of my pocket. This has been going on for 2 months now. NO RESPONSE from the company what so ever.
Business Response
Date: 12/12/2023
HI your claim was denied. Antennas are not covered for damage. This is indicated on signage at the car wash.

Customer Answer
Date: 12/14/2023

I am rejecting this response because: the damage was not caused by a antenna. The damage was caused by a shark fin antenna. Yes there is a tiny sign that states all antennas must be removed . This is stated in parentheses, surrounded by several other signs, I guess supposed to be observed while you are being instructed to put your car in neutral, take hands off steering wheel, and feet off foot pedals. This being observed by the attendant who let you into the car wash, and the attendant who scrubbed the front of the vehicle and the windshield and then let you into the car wash without any warning about the shark fin.Then after I came out of the car wash, I drove to the vacuum area, had the attendant run over to my car to unwrap a long black strip that hangs down from the car wash. It was wrapped around my shark fin and my car. He had to physically remove it. After he removed it, he sent me back through the car wash stating my car was not cleaned. Never said a word about the shark fin with the black thing wrapped around it.Then when I went back to talk to someone, they rudely told me the shark fin had to be removed and I asked how could I remove it when I am barely tall enough to see it, and he stated that one of the attendants could remove it for me. So I went to three different attendants, including the assistant manager and asked them how they would remove the fin before washing. They all stated they did not know how to remove the shark fins. During this time, I observed that every vacuum bay was full of vehicles with *************.After a trip to the body shop, I was informed by the body shop owner, there is no way to remove the fins without taking out the headliner from the inside of the vehicle and unbolting the fin. But yet was told by the assistant manager the attendants could remove it at my request.

Business Response
Date: 12/18/2023
Your claim is still rejected per signage at the location.
Initial Complaint
Date:12/12/2023
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.
My elderly Dad, ****************************, gave his debit card info to Take 5 (formerly Mister **** car wash. For $19.99 per month he has unlimited car washes. On Sept 13, 2023 they debited his account for $***** and on Oct 13 $***** and Nov 13 for $*****. I have called multiple times but you have to leave a message. I have called 5 times. No one will call me back. My dad talked to them on 11/17 and they told him they would make it right. But, that day they took $19.99 from his account when they just took the ***** on 11/13. They owe my dad $79.99. I am on this account with my dad and i also work for the bank. I see the elderly taken advantage of everyday. The next draft on his account should be 12/13. Even if it is corrected and they take $19.99 they still owe him $79.99 as of today 12/11/23. ************** is to cancel his debit card and issue him a new one.
Business Response
Date: 12/12/2023
We'll be happy to look into your claim and also the usage on the membership. You no doubt called the car wash site as we have no contact information from you in Customer Care.
I'll need some additional information to find your account.
In what city and state did he purchase his pass? (not where he lives, but where the car wash is located)

What is the full Pass ID number located on the **** sticker that was placed in the 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.)
Do you have your membership through the Take 5 Car Wash App?

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.

I do apologize for any inconvenience. Let me know if you have any questions and I hope to hear back from you soon.

It is our pleasure to serve you,
Customer Answer
Date: 12/12/2023

I am rejecting this response because: unless I misunderstood they are only refunding $59.98. They owe as of 12/12 $79.99 refund. That was what was over charged in Sept Oct and Nov. The account is debited on the 13th of the month. So, if they debit the account on 12/13 I expected that amount to be refunded in full.
Business Response
Date: 12/18/2023
Nice to speak with you today and resolve the issue.
Initial Complaint
Date:12/08/2023
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 visited your **********, **** car wash. I must have hit the wrong button. I wanted your $7.00 car wash but ended up getting charged $26.00 for you package #4. The car wash I got was actually the $7.00 one. The attendant said to contact customer service to obtain a credit because she did not have the capabilities to do a credit. I am asking for a credit of $19.00 or coupons for free car washes equaling the $19.00. How do we proceed? Thank
Business Response
Date: 12/08/2023
This was address in your ticket to Customer care. Please check your spam/junk folder.

-------
Please accept this as a thank you for your business. Just show it to the attendant.

****************************************************
Good for one free Top or Pro5 Plus car wash
Expires 2 weeks from today's date
12/07/2023
Vlad
****************************************************
Customer Answer
Date: 12/11/2023

I am rejecting this response because: I understand it takes them 5 calendar days to respond. Its already been 4 days since I first sent an e mail. At least two other emails were sent since then. Why would they give me a customer service phone number if there is no one there to answer the phone? I should have at least received a courtesy email back indicating they received my email and were looking into the problem. No way to run a business. This problem could have easily been handled at the site where the problem occurred.

Business Response
Date: 12/12/2023
Not understanding you last message. You requested a free car wash. We have provided one.
Initial Complaint
Date:12/06/2023
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.
On 10/20/23 at 5:20pm I presented to Take 5 Car Wash and paid for a basic wash, proceeding to the washing area. In engaging my front left tire on the track for washing, the machinery created substantial damage to my front left rim. As soon as my car went through the wash, I alerted staff at Take 5 of the issue and they were kind in assisting me to file a report the same day. I received response yesterday (10/25) from Take 5's third party administrator (**************) staff member *********************************** that the claim was "respectfully denied" as *********************************** "used to work for an insurance company and the damage looks like road rash". The damage to my vehicle was not present before I entered this car wash, and is not road rash. I have made numerous attempts to reach *********************************** to discuss this issue and have not received any response.
Business Response
Date: 12/06/2023
The damage reported has been denied, as you pointed out, for pre-existing damage. That decision is final.

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Take 5 Car Wash is NOT a BBB Accredited Business.