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

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  Rocket Carwash

  2511 S 140th St Omaha, NE 68144-2338

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  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:07/11/2023

  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.

  Car wash broke valve stem that includes sensor. This occurred at the village drive location in Lincoln Nebraska. Car was inoperable due to broken stem letting air out of tire. Manager and owner were helpful getting me back on the road. Was told to submit info to Omaha location which the claim was subsequently denied.
  The cause of the damage was due to rocket car wash. They should be held accountable.

  Business Response

  Date: 07/19/2023

  The Rocket team reached out to Mr. ******* on 7-19-2023 via phone and issued a credit via credit card for the requested amount of $53.61. A receipt for the credit was also sent via email. We have fully resolved the complaint and desired settlement.

  Customer Answer

  Date: 07/19/2023

   
  
  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:04/12/2023

  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.

  On 4/22/23 I went to Rocket Carwash, requested a carwash, the salesperson sold me on a special for continual carwashes stating that the first month will be at a discounted rate (lie). I agreed, price was $***** per month for basic unlimited carwashes, I gave my info, credit card #, signed and got a windshield sticker to allow me entry for my washes.
  
  On the first wash the straps that hit the car at the very end, before drying car, hit hard and damaged my *** such that the window of the convertible became detached (unglued) from top and let water and soap in car.
  
  I went to tell the salesperson about the damage caused and said that I wanted to back out of contract and need to speak to the manager about my damage. Manager was not on hand.
  
  I came back a couple times but once it was too busy for me to wait, then the other time I seemed to get a run around. It turns out that Rocket Carwash was going through transition of ownership. So the place denied it was any of their problem and that I needed to deal with Rocket carwash. I asked to stop the charges that they took over from transition because I only went once and my car was damaged and even the price went up to $*****. The new place said I had to deal with headquarters for that.
  
  On e-mail with ***** District Manager of Rocket Carwash it seemed as though he understood and was ok with me getting estimates for repair. *** gave me estimate of over $****. I decided to get a different estimate from a place called ****** **** and that was $*******. Between June 18th to August 8th, I sent 3 e-mails he didn't respond to, when he did he claimed it wasn't their fault. I have uploaded e-mail thread (conversation starts at bottom and goes upward) which includes pictures from minutes after wash, dates, estimates, and conversation between he and I. I have full coverage on my *** since day 1 when I bought it, but I will not claim damage to my insurance since it is Rocket Carwash that should pay. Thank you for your time.

  Business Response

  Date: 05/04/2023

  There are multiple issues with this complaint.  First this incident occurred in May of 2022, not 2023 as the customer states.  Secondly, a full investigation was completed, and it was determined that the damage had occurred prior to using our carwash.  WE have over 30 cameras and provided this info and reasons to customers in June of last year.  

  Much of this information has been lost as the incident happened at a site that was sold in June of 2022.  

  Our stance remains that we were more than fair, and took the steps to ensure we were fair, but we cannot be liable for pre-existing damages to vehicles.

   

  Thank you,

   

  Jason

  Customer Answer

  Date: 05/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I tried to look up the original complaint just now to see where they got that I said May of 2023, it was late April 2022 when the incident occurred.  Funny, they wanted that to be a point?  THEY did an investigation, convenient for them to conclude they were not liable.  I have had full coverage insurance with ******** since the day I bought my ***, so if there was damage that I could claim on my insurance, why would I feel the need to go to a car wash to concoct this incident? They mentioned that they had 30 cameras and "provided this info and reasons to CUSTOMERS in June of last year"....so that proves it wasn't just me, also that means they damaged other vehicles back in the timing of my incident.  If they had all of those cameras, why was no video proof sent to me to prove me wrong?  Does it sound convenient that they no longer have video to prove themselves not liable.  Anyone needing to prove themselves not liable would have saved these videos as their proof, especially if there was "customers" it was occurring with.  Many times businesses conveniently sell when they have much to lose, not sure if that is the case, but it does sound convenient.  It was their fault and they need to rectify this by paying for damages for my and other's vehicles !!!
  
  
  
  Sincerely,
  
  
  
  David ******

  Business Response

  Date: 05/19/2023

  
  This matter is closed on our side.  We will not be responding any further through this channel.   We have stated our case in regard to the matter. While I sympathize with the Mr. ****** having issues with his vehicle, the damage did not occur inside of our wash.  

  Customer Answer

  Date: 05/25/2023

  I do not accept the response by Rocket Carwash.  I can also say that I did my own investigation and concluded they were liable for the damage on my vehicle, which they are.  I gave the ultimate argument stating my case on the last go around, and they obviously have no rebuttal but to say they are no longer going to respond.  That is a statement of one that has no explanation to counter my argument.  Rocket Carwash needs to do the right thing, pay for the damage they made to my vehicle.   Their silence in the future is a telling sign of one who knows not of an argument to continue.  

• Initial Complaint

  Date:03/07/2023

  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.

  Several months ago I signed up for an unlimited car wash for $**** monthly. I was told that after three months I had the option to cancel or it would increase to $***** monthly. I then received a charge of $***** on my debit card. I immediately called to cancel and they refused to remove the charge. I can see why they have an F BBB rating. If I am not credited back the $***** I will not hesitate to order some Rocket Carwash *** bumper stickers and put them on my 5 vehicles, 2 boats and 3 trailers! Needless to say I will never get any of my vehicles washed at any of their locations ever again.

  Business Response

  Date: 03/08/2023

  I spoke with Jeff and issued a refund. Jeff is now satisfied and has no other issues. I have attached the receipt showing the refund was issued to his card. 

• Initial Complaint

  Date:02/22/2023

  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.

  On 11 Jan I went to this location in person to cancel my membership. I was told my membership was canceled. I was charged on Jan 18. I went in person again to this location. I requested to cancel my membership and was again told that my membership was canceled. I was charged again on 18 Feb. I was charged $***** in total. Company gave no receipt at the time I canceled, but refused to give a refund since I do not have proof that I canceled.

• Initial Complaint

  Date:01/06/2023

  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 called to cancel my membership. They told me they cancelled it and I would receive an email, but I never got it. I called again and they told me to wait 30 minutes. I waited an hour and called again and asked them to cancel it. So they cancelled it again when it should have already been cancelled. I confirmed my email with them and they said I would get a cancelation email. I never got the email. *********************************************************************************************************************************************************
  

  Business Response

  Date: 02/06/2023

  Business Response /* (1000, 5, 2023/01/16) */
  Customer was reached and provided the requested documentation. He is satisfied and issue is resolved.

• Initial Complaint

  Date:11/07/2022

  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.

  On 8/29/2022 I went through the car wash at the new ******* location **********************. The wash was was very aggressive and I had my mirrors in, it forced them out and backwards and the brushed were just smacking against my car. When I got out to dry off my car, I noticed multiple swirl marks on my car and my front grill clip was broken off completely. I contacted customer service and was told I would be receiving a call from that locations manager. I didn't not receive any call or email, I emailed again on 9/18/2022 advising I have not received a response back regarding my issue. The following business day I received a called from Ian *****. He apologized and we set up a time for him to look at the car. That Friday I went in and he took pictures and looked at the vehicle with his assistant and a few days later he called and said they are accepting the claim. He indicated their body shop ***************** does paint correction and will fix the swirl marks. On 10/10 I brought my vehicle to that Rocket car wash location where they were to correct the paint swirls. I picked up the vehicle around 6:30. The next morning I noticed I still have swirl marks, they are less noticeable, but still very much there. When I ask about the bumper clip I was told they couldn't fix it and offered no resolution. I'm reaching out here to have my grill clip fixed and to have my vehicle taken to a professional body shop that specializes in paint correction. I just want my vehicle to look like it did before I went to this car wash. If issue can not be resolved through here, my insurance company will be in contact the business. I want to make it clear that Ian was extremely helpful and did everything he was expected to do. He was polite and got back to me immediately when he was made aware of this issue. And everyone at the ************** location were very kind and helpful also. This complaint is against the car wash only, not at all against the employees that we're trying to help.
  

  Business Response

  Date: 12/13/2022

  Business Response /* (1000, 8, 2022/11/18) */
  We have been working with the customer on a resolution. WE have back from her what we need to process it on our side and anticipate full resolution in the next week or so.
  
  
  Consumer Response /* (2000, 10, 2022/11/25) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The business emailed me and kept me up to date on this matter. They did send a check for the repairs to be done to my vehicle. Thank you.

• Initial Complaint

  Date:08/19/2022

  Type:Product 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 signed up for Rocket Carwash last year (I think) and decided it was too expensive so I wanted to cancel it, the debit card that they had on record expired May 31, 2022 and I kept getting text messages to update it and since I never updated it I thought (silly me) that they would not be able to charge me. They somehow were able to still charge my card for June, July and August. I had sent them an email through their website (couldn't find a phone number) to tell them to cancel and refund my money on 8/11 or 8/12. I just noticed they charged my account my account on 8/17. When I called my bank they had a phone number so I called and the customer service representative said it's not their policy to refund money and I needed to call a week ahead to cancel. He said they would cancel the account as of today (8/19/22) but he had to put in a request for a review for a refund. He said he couldn't find evidence that I had emailed them but I did receive an email response on 8/12 from "SUPPORT" but the only content of the email was a Rocket Car Wash logo so I know they received my email. The CSR said that sometimes the bank will update a card information for the vendor and I asked my bank about that and she said absolutely not. I have not used their service since May. The bank said the only way they can stop it is to issue a new card with new account numbers and I have many other accounts tied to it and don't want to do that. I would like a refund of my $***** (*****/ month) and a confirmation that the account is closed.
  

  Business Response

  Date: 09/20/2022

  Consumer Response /* (2000, 7, 2022/08/24) */
  I received a call from Rocket Carwash today and they apologized for for my treatment and are refunding my last three payments and canceled my membership. Thank you Better Business Bureau!