Complaints

This profile includes complaints for Rocket Carwash's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Rocket Carwash has 9 locations, listed below.

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  Rocket Carwash

  3711 N 90th St Omaha, NE 68134-4128

• 

  Rocket Carwash

  8007 S 84th St La Vista, NE 68128-3304

• 

  Rocket Carwash

  6135 O St Lincoln, NE 68510-2236

• 

  Rocket Carwash

  2511 S 140th St Omaha, NE 68144-2338

• 

  Rocket Carwash

  4826 S Broadway Wichita, KS 67216

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:06/03/2025

  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.

  When Rocket Car Wash first purchased the location at **** * ****** in Lincoln, for the first two weeks they offered a lifetime fee of $15/month unlimited express car wash. I enrolled in this plan for both of my cars.
  A couple of years ago, the fee was increased without notice to around $25/month. I visited with the manager and was given the fee of $17.11/month per car, for their top of the line car wash. This was acceptable to me, even though they would no longer honor the lifetime fee that was promised when they first opened for business.
  Recently, we have been charged $32.09 or $25.67 per car, with no notice or explanation. I visited in person with the manager at the location today and was told they would no longer honor the $17.11/month fee I was promised.
  I cancelled my membership for both vehicles, so the last day will be 7-2-25, since my credit card was again charged $25.67 today on 6-3-25.
  I want Rocket Car Wash to honor the $17.11/month fee that I was promised and paid for several months.
  In addition, I want a refund of $51.86 from Rocket for the overcharges (see below).
  2-2-25, charged $17.11 each vehicle, $34.22 total, correct fee
  3-2-25, charged $32.09 each, 64.18 total
  4-2-25, charged $3209, 64.18 total
  5-2-25, charged $25.67 each, $51.34 total
  6-3-25, charged $25.67 each, 51.34 total
  Overcharges: 3-2-25 $29.96
  4-2-25 29.96
  5-2-25 17.12
  6-3-25 17.12
  Total Overage $94.16
  Refund 4-3 42.30 (don't know how this number was reached)
  Total Due to me 51.86
  I have documentation to support all these fees. I do not yet have the paper statement for 6-3-25, but saw today's charge from going on my credit card account online.

  Business Response

  Date: 06/17/2025

  Hello,

  
  A refund has been issued for the requested amount, and a receipt was emailed to you for your records. Please let us know if you have any further questions or need additional assistance.

  Customer Answer

  Date: 06/17/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I appreciate the refund of all charges in excess of $17.11 per month per car for the premium wash as the prior agreement with Rocket Car Wash for my monthly membership plan for my two vehicles. 
  I have always enjoyed the quality of the services at Rocket Car Wash and the employees at their various Lincoln locations. 
  I would like to have my monthly membership reinstated at $17.11 per month for each of my vehicles as was done for a long period of time. Again, this was an increase from the original ‘lifetime’ membership plan for express wash that I was offered when the location at **** *** ****** in Lincoln opened. I also have all credit card charges to document the long fulfillment of that promised fee given me in a verbal agreement by Rocket employees. 
  
  Thank you. 
  
  Sincerely,
  
  
  
  ******* ****** *****

• Initial Complaint

  Date:05/12/2025

  Type:Billing 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 have cancelled this service in person twice (like they say you have to) and continue to get a monthly charge. I have disputed this charge every month and should not have to when I cancelled it the way I was supposed to.

  Business Response

  Date: 05/13/2025

  ******** 
  
  

  
  We apologize for the inconvenience you experienced with the cancellation of your membership during your in-person visit on December 16th. Upon review, we found that the cancellation was not properly processed at that time.

  
  As a result, we have issued a refund for the additional months you were charged in error. Please find the attached receipt confirming the refund has been processed. You can expect the funds to be returned to your account within 1–3 business days, depending on your financial institution.

  
  Thank you for bringing this to our attention, and we appreciate your patience as we resolved the matter.

  Customer Answer

  Date: 05/13/2025

   
  
  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,
  
  
  
  P****** *********

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair 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.

  Rocket Car Wash requires customers to speak to a representative in order to cancel memberships, but when you call the phone number and press #1 to speak to someone, an outgoing message says, "Due to high call volume, we cannot accept your call at this time." This seems like a ploy to keep customers from canceling their memberships, and is unacceptable to me as a customer. Their website purports that it is easy to cancel and there are no contracts, but being unable to speak to someone to resolve this issue feels like I'm locked into a contract with no way to get out.

  Business Response

  Date: 04/15/2025

  Hello ******

  We understand how important it is to have a clear and easy way to cancel a membership, and we want to clarify that we are committed to providing our customers with a seamless experience. Our normal practice is to have customers speak with a representative to cancel memberships; however, in light of recent updates from the FCC, we have implemented the ability for customers to cancel their memberships directly at our locations as well. This is to ensure that you have more flexibility and options to manage your membership.

  We also want to address the concern you raised about the phone line. Due to unusually high call volume, we have a message that informs callers about the wait times and encourages them to visit our sites where they can also cancel their memberships. This is in no way an attempt to prevent customers from canceling but rather a response to the current demand for customer service. We understand that waiting on the phone can be frustrating, and we are actively working to improve our response times.

  Customer Answer

  Date: 04/15/2025

  
  
  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. I will cancel my membership directly at the business location as per the guidance from the response
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:04/10/2025

  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.

  During my last carwash on Sunday 4/6/25, I was in the last portion of the wash when the dryer cloth mechanism came down to dry off my vehicle. one of the cloth strips caught my driver's side wiper blade, pulled it up and broke the wiper blade off and damaged the wiper arm. I had to purchase a new wiper blade and assembly arm, costing me over $200.

  Business Response

  Date: 04/11/2025

  We’re very sorry to hear about the damage you experienced during your recent visit to our car wash on April 6th. We understand how frustrating it can be when something happens to your vehicle, and we never want any of our customers to feel inconvenienced or dissatisfied after using our services.
  

  At Rocket Carwash, we have a dedicated claims process in place to ensure that all concerns like this are thoroughly investigated. In order to proceed, we kindly ask that you return to the location where the incident occurred and speak with the manager on duty. They will document the damage and begin the claims process with our team.
  

  If you’ve already visited the location and spoken to a manager, please let us know so we can follow up on the next steps. If not, we encourage you to do so at your earliest convenience so we can get this taken care of.

  
  Thank you for bringing this to our attention—we’re committed to addressing your concern promptly and fairly.

• Initial Complaint

  Date:03/24/2025

  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.

  I joined Rocket 20+- months ago. Initial pricing understood to be intro month and would go up from 9.99 to 19.99. But prices steadily increased WITHOUT notification.
  To change or cancel a plan you have to visit a wash or call the **** . I don't want to visit because when you get into a booth lane you cannot get out without entering wash. But call center seems unmanned. I spent mulitiple hours on 4 attempts (all times of day) waiting for help. Each time an automated service announced after several minutes that I was at least 12th in line for help.
  On 2/24/25 the location in 68516 put a van behind my 2020 Volvo XC90 T8 too close so it hit & pushed me through the rotating dryer brush, minorly damaging my bumper & caused a crack to develop where the brush hit. They deny liability via 2 emails claiming their distance was fine but my break hold car safety feature can be seen on video prevented me from rolling off quickly.
  There is no signage warning to research how to turn off this standard safety feature found on newer vehicles. It is not mentioned on their contract. When asked why standards aren't changed to allow more space for this common feature to disengage itself at the end of the conveyer belt there was no response. No further communication despite emails & a call to get more information. There is no phone number for the legal department, or direct contact who uses the same *** number as membership changes.
  I would like for them to allow clients to cancel membership online or staff their call center appropriately to handle call volume. They should change practices to put more space between vehicles so the brake lock can disengage at the end of the conveyer OR warn potential clients BEFORE signing up that this may be a problem AND allow them to get out of the car wash line without entering the wash. My total damage is +$3500, I'm asking $1900 for a new windshield (I will live with the bumper) & I want to cancel my plan moving forward.

• Initial Complaint

  Date:03/07/2025

  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.

  My vehicle was damaged at rocker car Wash but I didn't catch it the day it happened because it was on the roof of my pickup and not very visible from the ground. The next time I went there I noticed the damage but because it didn't happen that day but on my previous visit, they refused to fix it.

• Initial Complaint

  Date:02/26/2025

  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.

  We’d had some snow. Wanted to get my car washed. It was covered in salt. It was a Saturday, I expected lines. The lines were long. As I’m waiting in line, a couple of the HS boys running the operation decide to shut down a lane and block traffic, only letting two of three lines move. They then shut down another a car is allowed to cut over in front of me. The boy, doing most of this “work” comes and says “my girlfriend’s father, you understand.” I actually DID NOT understand. When I got to the place where it was me next waiting for the arm to raise, I called the person standing at the little kiosk, a clown. A younger heavier woman came out and ask what was the issue. I replied by pointing at everyone I could see from my car as a clown. Including the overweight lady. She responded with profanity in Spanish, I speak Spanish, and then told me in English she was cancelling my account. As I went through the wash, I received an e-mail informing me I was cancelled. This company IS a CLOWN SHOW, I’ve experienced the same problem with the lines before, I now had an explanation. As long as we’re here, that week prior, I was at the location near ***** * ******, the entire operation there as well being operated by boys. The washer broke, I don’t know the problem. It stopped. They fumbled around for 10 min or so and then started the machines back up, but with no water running. The now dry brushes are whipping my AGAIN salt covered car. Took about a half an hour but the boys finally came and took some pictures of my scratched car and sent me on my way. I’d always had good experiences with this business. Especially the detail people, do a very nice job, are professional and courteous. The exact OPPOSITE of the boys and their I can only assume the ***** manager at *****, and the boys at ***** * ******. I’ll give it till Monday, then I’ll move forward with an insurance claim

• Initial Complaint

  Date:02/20/2025

  Type:Billing 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.

  This company set up two accounts with our credit card. They had our name/number/email for one account but they didn’t have any of our information on the second account. They double charged us for months. When we noticed on our credit card statement the company has been a nightmare to try to get a hold of. I did some digging and read other reviews and it seems like the fraudulently set two accounts often for customers who sign up for a “car wash plan”

• Initial Complaint

  Date:02/11/2025

  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 received a free wash and was hard sell into a 30 day trial for free, asked to sign permission slip for free trial and specifically asked the girl if it was a contract, she said NO repeatedly, that it was only permission to get free 30 day trial and slip said I could cancel any time so I would not go into a monthly contract! I went through the Carwash several times during the trial and was very disappointed in service, so asked the ***** ******* location to cancel my free trial on the 6th of Feb. I saw a pending charge on my card this morning the 11th, and called to complain and make sure it was resolved and they refused to stop or refund the charge! I didn’t even use the full 30day free trial and cancelled it early, and as soon as I cancelled they submitted a charge to my card!!!! That is fraud!!!!! I have a video recording of the girl who had me sign the “permission slip” for the free 30 day trial explicitly stating that it WAS NOT A CONTRACT!!!!!

  Business Response

  Date: 02/13/2025

  We’ve attached a copy of the terms you agreed to when signing up for the free trial. As stated, our membership is not a contract, and you are free to cancel at any time. After reviewing camera footage from your last two visits, we did not find any instances where you stopped to speak with an employee regarding cancellation. Unfortunately, because we have no record of a cancellation request made in person or via phone prior to the charge on the 11th, we are unable to issue a refund. The membership has been cancelled and is able to be used through March 9th. 

  Customer Answer

  Date: 02/13/2025

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

• Initial Complaint

  Date:01/27/2025

  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.

  Had mirror cap knocked off on my Bronco 3x and my aftermarket low profile antenna snapped while going through wash. Beginning of 2025. Claim was filed and 4 weeks later no resolve. Went through today and once again mirror cap knocked off. Have had bronco 2023 since May it’s probably been through there at least 40x with no problem. They claim their equipment hasn’t changed. Claims person quit company and is not returning calls. Call corporate number and they state they are experiencing “growing pains” they can’t tell me who to reach out to. I asked for 3 months of membership refunded and we call it a wash and they state all we can do is cancel your membership. They have been taking money from my account since 2018 and never a problem. The first time they aren’t able to just take money from my account with out incident I am on my own. I worked for ** *******l for a year and a half selling memberships. Which is part of city ventures the company that owns both ** and Rocket Wash. I had pride in working for them and how they did business fair and it was a great place to be. The rocket wash side is a scam and a joke. Go to ******* nicer facility for the same price with better equipment and nicer staff. If you are in the La Vista area. They are happy to take your money but as soon as they have to own up to something and the gravy stops rolling in….you are dead to them.

  Business Response

  Date: 02/04/2025

  We would like to clarify that your damage claim was approved the day after your initial call to us. At no point was your claim ignored or dismissed, and we were actively working toward a resolution. We were in the process of a transition between our claims department, which caused a slight delay in response to your claim. Additionally, our support center does not handle damage claims, as these are managed by our claims department. When you contacted us after 5 PM, our team informed you that our claims manager had already left for the day but would be reaching out to you as soon as possible. We apologize for any frustration this may have caused. We appreciate your long-standing membership and regret that this experience has impacted your perception of our service. Our goal is always to provide a positive customer experience, and we are committed to addressing any concerns in a fair and timely manner.