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Business Profile

Car Wash

Rocket Carwash

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Car Wash.

Complaints

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

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Rocket Carwash has 9 locations, listed below.

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    Customer Complaints Summary

    • 46 total complaints in the last 3 years.
    • 18 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:12/18/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 11/15/2024 I filed a claim with a Rocket Wash employee after noticing several paint chips and marks on the tailgate of my pickup. While I understand that washing my vehicle at a touch carwash comes with contact, it was evident that something caused pin-size chips all over my tailgate. Upon receiving an email about the claim confirmation, I did not receive any other communication from Rocket Wash until I reached out on 12/17/2024 to inquire about the status. Within 2 hours I received an email that my claim had been denied. They told me that their brushes don't make contact with the tailgate but in the video, you can see that it does. They also sent pictures of my truck exiting the wash, but the video is so blurry there's no way you would see if they were there.

      There was a pre-existing large chip in the tailgate that is very visible in person and even that does not show up in the picture. Either way, I have a hard time believing Rocketwash completed a detailed investigation when there was no contact for a month, along with everyone at the car wash agreeing that this was something that should be easy to make a claim with. And then within an hour, they've concluded their claim. Did Rocketwash even look at the claim pictures because the gentleman on the phone did not seem like he had looked at the submitted claim photos?

    • Initial Complaint

      Date:12/10/2024

      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.
      I have been utilizing Rocket Car Wash since they opened up in Elkhorn, Ne off and on. I reactivated the membership and was over charged on my credit card by $10. I want them the cancel the membership indefinitely and reverse the charges asap. All of their calls are recorded. I never paid $30 for a carwash

      Business Response

      Date: 12/19/2024

      We want to confirm that *******' membership was terminated on December 10, 2024, when she called in to cancel. Additionally, a refund was processed on that same date. For your convenience, I have attached a receipt confirming the refund.

      Customer Answer

      Date: 12/19/2024

       

      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,



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

    • Initial Complaint

      Date:09/13/2024

      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.
      My car received damage from dirty brushes at the RCW in ******** This occurred in the end of April and noticed the next time I drove my car in May. The brushes damaged the hood, headlight, both front and rear fenders of each side. The damage was verified to be from dirty car wash brushes by two separate and well respected auto body shops. RCW tried to demean the experience of the shop and tried to claim that their brushes do not move in a way to cause side to side scratches, so I video taped the brushes in an active wash, proving this was a false statement. They also sent me blurry photos to say there were no scratches. I've recreated that angle with a CLEAR photo to demonstrate a wet car will easily hide the scratches even with higher pixels.
      I tried to resolve this with RCW.

      Business Response

      Date: 09/16/2024

      **** ******** reported damages to a location other than the one mentioned in her complaint to you. She reported these 05/19 a day after she used the carwash on 05/18. At that time she stated she had just noticed the scratches and wanted to have us investigate the damages. We sent clear images to **** ******** showing that the damages were indeed present prior to her entry into the carwash to which she confirmed their presence in the photographs. Now that **** ******** has been given that information, she has changed her statements of when she noticed the scratches and stated she knew they were there earlier and occurred at a different time, we sent images to **** ********, that do not show these same damages present when she exited the wash around 3 weeks earlier. The scratches that were presented to us as damage from the carwash had to have occurred between the visits to the carwash. **** ******** has also used a generic response written on notebook paper from a body shop, who are not carwash experts, nor do they have any familiarity with the equipment we use to state that this has to be from the carwash. It is a false belief that carwashes scratch vehicles, and in years past that was a common problem due to the equipment some cawashes use. Many carwashes in the past used Terry style brush cloths in their washes, which can trap debris and residue. Technology has advanced and materials used now are non porous and have no fibers to catch or trap debris within the are smooth foam much like a yoga mat material. The brushes used are consistently lubricated with soapy water. Neither of the sites *** ******** visited had any reports from other customers on our around her time of visit showing simliar damages. 

    • Initial Complaint

      Date:08/27/2024

      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.
      No way to cancel membership. Every call gets cancelled. Been trying for a month with no success. I need help. Zero customer service

      Business Response

      Date: 08/30/2024

      ******* membership was cancelled on August 27th. 

    • Initial Complaint

      Date:07/29/2024

      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 canceled my membership on June 12
      because we were moving back home to pittsburgh and i was told that it would be taken care of.On June 26th i had $44.93 deducted from my account, i called and was told that it would be credited back to my account, it never was, i have contacted rocket 2x since but still no reimbursement. O July 26th i again was charged $44.93 again now i am angry i cant speak with anyone but at store level and we all know where that will get you.

      Business Response

      Date: 08/22/2024

      Hi Rusty, 

      Our records show that you contacted us to cancel your membership on June 24th. We attempted to refund your most recent charge from July, but it appears the card on file has expired. To process the refund, please contact us directly at ************ with an updated card number. Once we have that information, we'll be able to complete the refund for you.

    • Initial Complaint

      Date:07/16/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      In June I noticed one of our cars was being double and triple charged. I emailed them and then chatted with a rep on 6/18. He confirmed the double/triple charges were happening and said the district manager would get back to me. I called again on 7/1 as more charges showed up. The person I spoke to apologized and said he would cancel one of the dups and said he was not sure why I have not yet been contacted. I called again on July 16th as another charge showed up. I told the staff person to fully cancel all accounts with the license plate and that I would request a refund of the over $400 that is owed within 30 days.

      Customer Answer

      Date: 08/19/2024

      I went to the car wash and spoke to the onsite manager. He had no idea of the issue and said these complaints go to the regional manager. Within a couple weeks he sorted it all out and even refunded the money! He was great!! The other manager— never call me back even once.

    • Initial Complaint

      Date:07/16/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 21, I drove down a dirt road after a rainstorm, causing a small amount of mud to stick to the bottom of my vehicle. While visiting Lincoln, Nebraska, that day (we live in southern Kansas), I saw a Rocket Carwash and thought it would be smart to get the vehicle washed. Before I paid, I asked the attendant if her carwash has the ability to spray the vehicle's undercarriage and wheel wells - she enthuastically responded, "Yes!' so I gave her my credit card, to which she charged $20.37 at 8:16 p.m. We then drove about 30 minutes before I got out of the vehicle. Much to my chagrin, the mud was still on the wheel wells and the entire vehicle was still very dirty. The car wash did not do what I was promised. Back in Kansas, I emailed the company and received this response from their customer support: "We apologize for the inconvenience caused and appreciate your feedback. We're addressing the issue and taking steps to prevent its recurrence. If you have any further concerns, feel free to reach out. Thank you for your understanding." When I asked for a refund, they did not respond. Today, July 16, I contacted the phone number on the receipt. While the representative was friendly, he said that his "manager" would not approve a refund because the incident had taken "so long ago." That is extremely disappointing. I am contact you, the BBB, and have filed a complaint with my credit card company. Because we live more than 200 miles from the nearest Rocket Carwash location, an offer for a complimentary car wash does me no good. The only acceptable offer is a refund. I can provide a copy of the receipt if you wish, but the customer service agent easily found the transaction in their electronic files. I have attached photos that show the mud and the dirt sill on the vehicle. Thank you for your assistance.

    • Initial Complaint

      Date:06/04/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Ran one of my cars through the carwash on 6/3/2024. The rear right side of the bumper was torn off in the wash. They denied any liability. Took place at the Altoona, IA location.

    • Initial Complaint

      Date:05/01/2024

      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 trying to cancel my membership over the phone (as I was instructed I could upon sign up day) for over two weeks now. After calling a countless number of times with no answer -during their very limited business hours of 9-5 at that- , I missed the deadline to cancel & not be charged for the following month. I tried calling again multiple times after that, still no answer. These hours are extremely inconvenient for anyone that works, considering that I have spent an entire lunch break waiting on the line to speak to someone and still no answer!! Yesterday I went to the car wash that I purchased my membership at & asked to cancel my membership. He said there was nothing that they could do to help because they no longer have the option to cancel memberships at their location & many people coming in the past few weeks wanted to cancel. He said that they direct the customers to calling the hotline but that many people complain that either no one answers or that they wait on hold for hours. This sounds very off to me & honestly if that’s the case; then the shouldn’t advertise free cancellation at any time, which is COMPLETELY FALSE INFO! I was offered to speak to the manager at the location which I was at, whom must I add was completely useless & unempathetic. I continued to express my frustration of being charged for a membership that I want to cancel despite his lack of care, and his only answer for it all was “sorry, there’s nothing I can do about it.” The employees on the side of him had better suggestions than he did, which again, still weren’t even that helpful. After reading many other reviews for the location around me, it seems I am not the only customer with the same issues. How is it even legal to tell a customer that you are unable to cancel a membership which in documentation ( which thankfully I have saved ) specifically states you can cancel at any time by following the steps as listed on the document

      Business Response

      Date: 06/06/2024

      We reviewed our call records and found that you contacted us three times, with the longest wait time being 3 minutes and 54 seconds. We don't have any records of further attempts to reach us after that. However, we do see that you filed a chargeback with your bank. Any money that you feel you are owed would have been returned by your bank. Your membership was terminated at the time of the chargeback being filed, so we are unable to issue any additional refunds.

    • Initial Complaint

      Date:03/28/2024

      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 have tried calling and emailing Rocket car wash at least 4 times over the last 7 days. The phone just keeps ringing and I stay caller number 5. I never get through to anybody, even waiting 30 minutes on hold.

      I no longer am able to use the service at rocket car wash as it is too far — they want me to come in and cancel and unfortunately I cannot do that.

      I tried canceling before they charged my account but I cannot get through to anybody — I sent an email through their website letting them know the situation a few days ago but nobody is emailing me back.

      I need to cancel and get a refund back to my account. I cannot utilize this service and I cannot cancel in person like they want me to.

      Please help!

      Business Response

      Date: 04/26/2024

      We apologize for any inconvenience caused by the extended wait times you experienced during your recent interactions with us. Providing prompt and efficient service is paramount to us, and we regret falling short of your expectations in this instance. Your refund has been processed, and your account termination has been completed as per your request. You can expect to see the refund reflected in your account within 7-10 business days. 

    Rocket Carwash is NOT a BBB Accredited Business.

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