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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.
    • 227 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:10/23/2023

      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.
      Back in March 2023 I was sold a membership that could be used on any of my personal vehicles. I was provided a card to carrier with me to use on any of my vehicles. On 9/15/2023, the manager of Polaris advised there was an issue with membership card and told me I was in violation of their policy. I explained that her associate shared all I need to do is keep the card on me and I can use it with any of my vehicles. Apparently, stickers on cars are required and not the membership card (not how it was sold to me in March) Furthermore, she explained that I needed to update my membership. I have a lot more detail to share about this experience; however, to be brief, I asked her to cancel my membership. She then accused me of having multiple accounts. I assured her that I did not setup another account. After further discussion with her, she shared they were having employee challenges setting up multiple accounts and improperly representing packages, including what was sold to me. I have made repeated calls to their corporate office looking for help. They are still billing me for the account that I asked to be cancelled back in September (not to mention I have been billed the wrong amount back to April of this year). There have been improper ******** occurring since April of this year. Their corporate number is ************, They refuse to return any of my calls and continue billing for the wrong unauthorized amounts. Please help.

      Business Response

      Date: 11/03/2023

      Hi ****,
       
      A refund check request for $159.96 has been submitted. Please allow 4-6 weeks to receive the check.

       

      Best,

    • Initial Complaint

      Date:10/23/2023

      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.
      Was charged $200 for annual wash on June 28. They switched systems so it never worked properly . I had to go in multiple times and request that it be fixed. It still never was each time. I chatted their help and was exchanging emails. I provided proof i was charged 200 and they just stopped responding.

      Business Response

      Date: 11/13/2023

      Hi *******, 

       

      A check refund of $200.00 was sent to accounts payable on this past Thursday. Please allow 3-6 weeks for your check to arrive. 

       

       

      Best Regards, 

       

    • Initial Complaint

      Date:10/23/2023

      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.
      Initial problem was being charged twice for a fast pass. That was resolved and plan cancelled. However, my bank account was charged Oct 17th 2023 for the fast pass was cancelled. I want to be reimbursed and not charged again.

      Business Response

      Date: 10/31/2023

      Hi ******, 

       

      A refund of $34.99 was issued on October 24th. A receipt was sent via email. 

       

      Best Regards, 

       

       

    • Initial Complaint

      Date:10/20/2023

      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.
      I had a subscription plan to the Magic tunnel car wash, for $39.99 a month, some months back it was switched to Take 5 Car Wash and that same plan was now priced at $44.99 a month, not a big deal. At the beginning of September, I canceled my subscription and in person at ******'s location before it was due, because I simply couldn't afford luxuries such as this anymore. I was told it was taken care of, well as I checked my bank acct, I noticed not only did they not cancel it they billed me both $39.99 & $44.99 for not only September but October as well. I went into that location and the manager canceled it and confirmed it with a receipt as the kid the month before did not. Then he instructed me to email screen shots of my bank statement and providing it to customer care for a refund, so I did with no response. I've emailed them six times over the past 2 weeks with ZERO response, I contacted customer support live chat, as they do not have a number to call and the person assured me that he would send an email to the appropriate department and **** it as priority. No response. I have a feeling it's just being ignored in an attempt to sweep it under the rug. This has become a mission now more out of principle than money at this point, but I will not stop till I get my money back that was wrongfully take, even if I have to take it to court. How many other people have they done this to?

      Customer Answer

      Date: 10/26/2023

      Consumers Duplicate Complaint: More Information
      I previously filed a complaint about take 5 car wash not cancelling my subscription on the date I came in as they told me it was at the location, then continuing to bill me double for the next two months. After several weeks and over a dozen unanswered emails I filed a complaint with BBB in which I was finally issued a refund days later but only a partial one. Now I see through social media this is an EXTREMLY common problem in our town, as many dozens have spoken out about this same issue which seems to be a common practice of fraud by this company. We are collectively working to get media coverage and possibly start a class action lawsuit. I will again attach the screen shots of my acct and lack of a complete return of stolen funds, of the $170 taken $120 was returned, I just want the remaining $50 back, but now it's much bigger than that.

      Consumers Desired Resolution:
      Refund

      Business Response

      Date: 11/13/2023

      Hi Mark, 

       

      On October 20th a refund of $119.98 was issued to your card, 

       

      Best Regards. 

       

    • Initial Complaint

      Date:10/20/2023

      Type:Service or Repair Issues
      Status:
      UnresolvedMore 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 the car wash in August. I entered into the car wash and I was looking at my phone when I heard a noise. I look up and my windshield has splintered all the way down the middle of the windshield. Upon exiting the car wash, I let the manager know what has happened. He had me fill out an incident form. I have been patiently waiting since August to receive an answer. I stopped by the car wash this week, only to be told they will not cover my windshield. I do not think this is fair as they have video showing that my windshield is not broken prior to entering the car wash. I would like for them to cover the repair as I have a $1000 deductible. If they are not willing to cover the repair completely, they should at least cover half ($500) of the deductible. I believe this would be fair.

      Business Response

      Date: 11/01/2023

      Hi ********, 

       

      May I have the address of the location this happened?

       

       

      Best Regards,

      Customer Answer

      Date: 11/03/2023

      The address is 

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

      ******, ** 31322

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

      Customer Answer

      Date: 11/03/2023

      The address is 

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

      ******, ** 31322

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

      Business Response

      Date: 11/16/2023

      I apologize for the late response. 

      we are working on getting this complaint handled immediately! I will keep you updated as soon as I hear back from our insurance company. Again, Im very sorry for this. 

      Customer Answer

      Date: 11/19/2023

       
      I am rejecting this response because:
      I will keep the complaint open until the issue is resolved.
    • Initial Complaint

      Date:10/19/2023

      Type:Customer Service 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 June 18th, I purchased a monthly unlimited car wash program for my 2017 ****** Maxima - it was $20/month unlimited. The service representative told collected my information and I purchased the package. After I got my car back from the shop, I attempted to get a car wash. The manager on sight - came up and asked me if I was a member - even when I had my sticker on my car that was given to me on June 18th - as part of my $20 unlimited package - ********. I had used it regularly throughout the summer.The manager took my number down, went inside the office - leaving me in my car at the drive-thru portal. He came back after about five minutes and told me that my account had been deactivated. He didn't explain why - he didn't offer an apology or offer to make it right - instead he told me I could purchase a new membership - at a price significantly higher than what I was paying - $33/month is ridiculous for unlimited - as most car washes offer basic washes in the ***** range. I have emailed Take5 Car Wash several times with my report on this and wishing to reinstate by membership that was deactivated without my awareness or attempt to let me know. This is a classic example of poor moral character on the incompetency of the manager on site. If they had tried to contact me with the info that my account might be deactivated - I would understand. My request - which the Take5 Car Wash (Lack-Of) Customer Experience team has simply ignored my repeated requests to be reinstated. What I would like is for them to turn my account back ON - and charge me $20/month as we agreed to in June. I'm not sure why they think by ignoring paying customers is a best practice, but it's obvious they think I will go away. Please work with these people and help me get my account back activated and I will gladly pay $20/month as I signed up for. They have no right to deactivate my account and then tell me I have to set up a new one - especially with ZERO notice to me.

      Business Response

      Date: 10/20/2023

      Hi we cannot reactivate your pass remotely. This needs to be handled at the car wash location in person. Please return there to re-activate your membership.

      Customer Answer

      Date: 10/26/2023

      Thanks!

      Will they reactivate my membership at $20/month? If so, who should I speak with when I go - and will they honor this request.

      Thank you.

      Erik 

      Customer Answer

      Date: 11/13/2023

       
      I am rejecting this response because:

      Thanks!
      Will they reactivate my membership at $20/month? If so, who should I speak with when I go - and will they honor this request.
       
      Thank you.
      ****

      Business Response

      Date: 11/13/2023

      Unfortunately we have come to the hard business decision to permanently close the Take 5 Car Wash located at ******************************************** *****  **  *****. Due to this a pass cannot be sold for this location. 

       

      Best Regards,

       

    • Initial Complaint

      Date:10/19/2023

      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.
      House caught fire April 19, 2023 and we moved. I went into the car wash in June, July and September and cancelled my subscription in person. In August I used the online system to cancel via email. Everytime I contact the company I am told that it is cancelled for sure. They took over from a previous owner and that must be it but, theyve got it fixed this time.

      Business Response

      Date: 11/14/2023

      Hi ****, 

       

      On October 27th a refund of $42.89 was issued to your card. 

       

      Best Regards, 

       

    • Initial Complaint

      Date:10/14/2023

      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.
      ************************* an elderly man was on vacation in ******* from ****. He pulled up to the car wash kiosk at the Odessa location wanting to purchase a one time car wash. The system took his debit card information and automatically signed him up for a monthly or annual membership. After returning home to **** another Take 5 car wash debit was found on my account again. I placed a call to the car wash and a representative advised there's no problem and the account would be deactivated immediately. Unfortunately the debit account continued to be charged monthly. After calling back I was advised to contact the customer service # to seek reimbursement. ***** in customer service advised on June 25th, 2023 a check would be processed but it takes several weeks. No check was ever received. I'm requesting that a check be sent immediately with a postal tracking # to resolve this issue.

      Business Response

      Date: 11/16/2023

      Hi *****, 

       

      A new check has been sent to the address provided. Please allow a few weeks for arrival. 

       

      Best Regards, 

       

      Customer Answer

      Date: 11/18/2023

       
      I am rejecting this response because: Hello, once I receive the check I will be satisfied.  Thank you for your response.   

    • Initial Complaint

      Date:10/10/2023

      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.
      10/10/23 at 9am, went through the car wash and it pulled the trimming off the right side of my car. I went back and they gave it back to me and said call my body work guy and get it fixed. I called the customer service line for complaint and they said go back to car wash but I'm working and Can't just leave work. why couldn't they just help me. I tried calling the car wash office take 5 in odessa and called 11 times no one will answer.

      Customer Answer

      Date: 10/10/2023

      These are the pictures of the piece that was ripped off my car at the car wash and was handed to me by the site manager and was told to find a car body guy to fix it. It's cracked????

      Customer Answer

      Date: 10/12/2023

      My car was ruined in a car wash in ****** ******* at take 5 car wash. I had to buy the part that was pulled off my car for $144.00.
      Sent from ********************************* (******************)

    • Initial Complaint

      Date:09/29/2023

      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 Sept 26 approximately 11: 20 a.m. I brought our ****** pick-up to Take 5 car wash located at ********************************************************** The truck was maneuvered to be inline of their conveyor system. While in neutral it was pulled in. Somehow during the foaming cycle it became dislodged from the track. I was sitting ***** inside the building. The truck was then impacted by one of their machines. Damaging my front passenger side fender and door. While still stuck inside the building the truck behind me was pulled into me.

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