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Business Profile

Car Wash

Take 5 Car Wash

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Car Wash.

Complaints

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

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Take 5 Car Wash has 242 locations, listed below.

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    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

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/27/2023

      Type:Product Issues
      Status:
      Resolved
      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 7/23/23 I went into the physical location on S Main St, **********, ** to cancel my membership. I was still charged on 8/25/23 and 9/25/23. I then sent an email about the charges on 9/25/23 to cancel all memberships associated with my name and card. The rep responded on 10/3/23 and said she didn't see a membership for me and asked me to send proof. I sent proof on 10/4/23. ***** from customer care said she would deactivate my membership and I would no longer be charged and she would process my refund for $53.98, but the payment system did not allow refunds via card because the system was under going migration which may cause me to be charged again and she advised me to let her know and would be reimbursed. To receive my refund I would have to provide a voided check or an address for a check to be mailed, because I did not would to give this company my info I decided to accept the check. I received an email from customer service saying my request for my refund has been submitted to accounts payable for processing and it could take 4 to 6 weeks for my refund. 11/7 I emailed customer service because my card was charged again in October asking them to once again stop charging me for a membership that has been cancelled since July. The rep was very **** in her email reply saying "the refund takes 4-6 weeks have a nice day" never acknowledging that I was charged in Oct and requesting a refund. 11/26 I went back into the physical location and was told that my membership was not cancelled and hopefully I won't be charged for November. I have been very patient and understanding being that I am being charged for a service that I no longer have access to and I have to wait months for a refund and I still have not been paid.

      Business Response

      Date: 11/29/2023

      Hi Nakella,

      We do apologize for the delays. You had two passes.  We had cancelled the one you requested, but now have found a second which was why you were billed again. Both have been terminated and you will not be billed again,. 

      A check for the first account was sent on October 13 for $53.98, but has not been reconciled. We have discovered that it was sent to an incorrect address.  We are reissuing that check to the correct address.  

      A check for the second account is being sent out in our next check run also for $53.98.

      We apologize for the inconvenience.

      Customer Answer

      Date: 12/01/2023

       
      I am rejecting this response because: I have been reaching out to customer care for months and not one time did she inform me that the check was sent to the wrong address.  How does this happen?  I didn't provide a new address, but out of the blue the customer care rep sends me a message and says thanks for your address. I did have 2 accounts and I asked that ANY AND ALL accounts associated with my name and card be cancelled in July and Sept. Is there a way for my money to be returned back to my card?  If the check was sent to the wrong address once and I didn't provide a different address, does this mean you're sending it to the same "wrong address" again? If you can't return the money to my card, are there any other ways I can receive a refund I don't have a voided check to send.  Will I at least get an update on when the check is mailed, so that I am not waiting on a check that *** have been mailed to the wrong address again?  Customer care has made it very clear that refunds can take 4-6 weeks to process.  

      Business Response

      Date: 12/01/2023

      Hi Nakella, 

      The first address had a mistake in the address. We used the corrected address provided via the BBB.  I will send you an email address confirming the address the check has been sent to. 

       

      Best Regards, 

      Customer Answer

      Date: 12/02/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

      Thank you. 

    • Initial Complaint

      Date:11/22/2023

      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.
      Went through the auto car wash and my passenger side mirror was damaged. Made a report and filed a claim to have it repaired but the company claims there was prior damage and is refusing to honor the claim. There was no prior damage. There was not even a scratch on my vehicle. They refused to show me the evidence that my mirror had prior damage. Manager was a real b**** and refused to do anything about my damage.

      Business Response

      Date: 11/22/2023

      Unbelievable that you would want help and use those terms.  If the Site Manager denied the damage claim then that decision is final. 

    • Initial Complaint

      Date:11/22/2023

      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 went through Take 5 car wash in ***** **** and the equipment took my 3rd brake light red *** off my ******* MKX. I heard something hit my vehicle and I asked the workers if they can locate it. The manager said they would check at the end of the shift in the pit. I went back and I was told by an older man working that they are not responsible for my vehicle. I canceled my membership and went to a body shop to be told the whole light has to be replaced since its a molded unit. It cost me $403.37.

      Business Response

      Date: 11/22/2023

      You need to fill out an incident report at the car wash to start the claims process. We have no damage claims on file for you. 

    • Initial Complaint

      Date:11/22/2023

      Type:Customer Service 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 moved out of ************** in September 2023 and have been searching for a phone number or website so that I can cancel my membership with the car wash. This is the only route I can think of to get a resolution. Please contact me via the email address attached.

      Business Response

      Date: 11/22/2023

      We'll email you from our ************* portal.  Please look for the email.  If you don't see it please check your junk/spam folder. 

       

       

    • Initial Complaint

      Date:11/21/2023

      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 September 13th, I purchased a car wash from Take5 CarWash and damage occurred on my vehicle and bike rack - resulting in $2k in physical damages. Paperwork was filled out by the Assistant Site Manager ******************* and I was provided with a copy of the documentation and advised ************** would be replying in 3 days. I followed up with Take5 CarWash via email on the day of the occurrence in an act of good faith to reach a resolution as outlined on their website. I received no follow up or further communication and sent two subsequent emails on September 19th and 26th. On October 3rd, I was informed that the claim would be handled by FleetResponse. I reached out and confirmed that they had no records from Take5 CarWash regarding the damages or incident. I submitted a claim to FleetResponse and on October 11th received notice that they were pending information from Take5 CarWash. As of October 18th, FleetResponse was pending follow up from Take5 CarWash on requested documentation. It is now November 21st and FleetResponse is still pending documentation from Take5 CarWash to reach a resolution. In my additional follow up to Tak5 CarWash - I have received confirmation that ******************* was terminated from his position and the documentation was not completed correctly nor were photos taken. Due to the willful negligence of Take5 CarWash at the time of the incident and continued conscious avoidance by their team, I am seeking help in reaching a resolution as they are creating a delay in resolution without a reasonable basis. Details Requested: Date of transaction/incident: September 13th, 2023 Money initially paid to business: $10 Business commitment: Follow up/resolution within 72 hours Nature of dispute: Negligence, conscious avoidance and subsequent damages.Attempt at resolution: No attempt by Take5 CarWash - no communications. Claim # with **************: *******

      Business Response

      Date: 11/21/2023

      Take 5 Car Wash has contracted with ************** to handle any damage claims.  All communications regarding damage claims goes through **************.  You have the ************** claim number, therefore you are receiving communications from us. Please work directly with ************** with regard to your claim. 

      Customer Answer

      Date: 11/22/2023

      Thank you for the prompt follow up - this provides me with hope that we will be able to resolve this manner in short order. 

      I have been working with ************************* at ************** who has advised me that she has made multiple attempts to seek information and documents from Take5 Car Wash and has not received a response to those requests or the requested documents - this is a demonstrated pattern of avoidance and negligence.

      I have made multiple good faith attempts to call and email as outlined by Take5s website and have not received any response. My email outreach is attached (Take5 Outreach.pdf)

      ************** will need to receive documentation from Take5 Car Wash to reach a resolution (car wash video, acknowledgement of claim) - Take5 CarWash has failed to do so; this alone has created the nearly 3 month delay and subsequent personal damages. 

      Emails from ************** are attached (************** Correspondence) to highlight the delays in request and consistent patterns of behavior experience by myself and FleetResponse from Take5 CarWash. 

      Take5 Car Wash did not properly document the incident and ******************* was terminated from his position and now has not taken action to help reach a resolution.

      I have submitted all documentation on my end that I have available. Take5 CarWash will need to take action to resolve this manner. 

       

      Business Response

      Date: 11/22/2023

      The missing report was supplied this morning to **************. 

      Customer Answer

      Date: 11/29/2023

      Hi there, 

      As an additional follow up here - I have been advised that Take5 has submitted incomplete/inaccurate information as of November 27th. I have included the email correspondence with FleetResponse. 

      Additionally, I have sought to get further clarity from FleetResponse to have this issue resolved (additional email thread attached) and have received a horrifically inappropriate and unprofessional reply from the claim representative after receiving a check for over $5,000 for an alternate Take5 CarWash claim. 

      I have also called Take5 CarWash each day and have been advised by ******* that he is unable to help as a new employee and ******************* has not completed any follow up calls to me as ******* advised he would on Monday. 

      I look forward to your reply. 

       

       


      Business Response

      Date: 12/01/2023

      Payment was issued today

    • Initial Complaint

      Date:11/21/2023

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 10/18/2023 I went to take 5 Car wash at **************************************** to get a simple car wash when i got mt receipt the charge was for $ ***** with a recurring charge of ***** I told the girl in the office I did not want the free pass charge and she said I would not be charged for that and I did not sign for it I have been billed twice on my **************** card. I went back On 11/20/23 to talk with someone and they said they would have some one contact me. I did email them on 11/18 but still no response All I want is for them not to charge my card again because I did Not get the free pass

      Business Response

      Date: 11/21/2023

      We issued you a refund of $79.98 has been processed to your credit card along with your membership being cancelled.  Please allow 3-5 business days to see the refund on your statement

      Customer Answer

      Date: 11/21/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

      Thank you. 

    • Initial Complaint

      Date:11/21/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      So I went to this place on 11/14/2023. I purchased the $16 triple clean wash and was the dumbest decision I've ever made. When I got done with the wash I headed to the vacuums only to find that my passenger side mirror was hanging by it's wires. When I went and told the attendant what had happened to my car she was headed to the office for an incident report for me to fill out, but rather than her bringing me the form another member of the team which I'm assuming would be the manager considering he was in a different uniform than the other girls informed me that there was nothing that this company would do about this matter since my car was over 10 years old. I have sent an email to the corporate office the morning after it happened which was on 11/15/2023 and still have not gotten any response back from anybody. So before you want to go to this location to wash your car you might want to think twice about it. I also went by two other different companies and have asked them both if their car wash caused vehicle damages were they responsible for it and if so do they have a age limit for the vehicle to be fixed? They both informed me that they are responsible and that there is no age limit.

      Business Response

      Date: 11/21/2023

      The decision for accepting or denying a damage claim rests with the Site Manager. If the Site Manager has denied you claim, then it is denied. 

      Customer Answer

      Date: 11/21/2023

       
      I am rejecting this response because:

      I I was never told which position the employee was working that I spoke with. I only assumed he was in the management department because he was wearing a different colored shirt than the other two female employees that were working as well.

      For the explanation on repair or replace I would like for my mirror to be fixed either compensate me on the money I'm about to spend on it or send me to a shop and have it fixed there

      Business Response

      Date: 11/22/2023

      You must go to the car wash and fill out an incident report with the site manager.  Please do so to start the claims process. 

      Customer Answer

      Date: 11/26/2023

       
      I am rejecting this response because:
      When I reached out to speak with the site manager they weren't there that day. I spoke with the assistant site manager who said they were going to pass my info over to them and have them call me the following day to get this incident report filled out that was now 2 days ago and I have still not heard from them. I want a district manager or somebody in higher management to get in touch with me over the phone cause I'm really tired of playing these waiting games with emails and messages being sent. 

      Business Response

      Date: 11/30/2023

      I'm happy to contact them for you.  Please give me the address of the car wash so I can identify the correct people.  We own many car washes. 

      Customer Answer

      Date: 12/02/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

      The address of this location is:

      ********************************* ***********, ** 29485

      My cell phone #: *************

      Thank you,

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


    • Initial Complaint

      Date:11/20/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 November 6th 2023 th rollers of the Carwash pushed my vehicle into the vehicle in front of me causing my truck to have a dent in the bumper. I filed the complaint form and submitted two estimates. I have not heard one word from the company.

      Business Response

      Date: 11/21/2023

      This claim was received by our claims company, **************, on 11/18.  They have been in active contact with you since then. 

      They will handle this claim. 

      Customer Answer

      Date: 11/21/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

      Thank you. 

    • Initial Complaint

      Date:11/20/2023

      Type:Billing 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 have been charged 2 times each month since May. I went inside and nobody can refund my money. No one would call me back and then the girl cancelled the wrong account because they had set up 2 accounts on same car. I want my refund.

      Business Response

      Date: 11/20/2023

      Please verify the address of the car wash you are asking about.  We have no contacts from you in ************* by name, email or phone.

      thank you

      Customer Answer

      Date: 11/20/2023

      The Take 5 car wash is in ****** ****. They charged me 2 times per month for the same car. All the girl did was delete the wrong plan and told me someone would contact me and I haven't heard from anyone. I was charged ***** two times in June ***** two times in July ***** two times in August ***** two times in September ***** two times in October ***** two times in November. I want my refund please.

      Business Response

      Date: 11/22/2023

      Hi *****, thanks for working with us on finding your account.  We have refunded $159.98 to your credit card.  Please allow 3-5 business days to see that on your statement. 

    • Initial Complaint

      Date:11/16/2023

      Type:Product 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 have been double-billed and overbilled on my credit card from the company. They make it impossible to contact their office. I have left message after message and no one has returned my call. I have shut down the Auto-pay on my card.

      Business Response

      Date: 11/17/2023

      Hi ******, 

       

      A refund of 244.95 has been issued. Please see the attached receipt. 

       

      Best Regards, 

    Take 5 Car Wash is NOT a BBB Accredited Business.

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