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Business Profile

Auto Services

Hoffman Car Wash

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Services.

Complaints

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

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Hoffman Car Wash has 13 locations, listed below.

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    Customer Complaints Summary

    • 13 total complaints in the last 3 years.
    • 5 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:06/14/2025

      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.
      Hoffman car wash unlimited car wash 24hrs 7 days as a unlimited membership. They advertise full service and touch less at the hubs. Which they do not at there hubs (touch less un man car wash). When I signed up I was told I had access 24hrs. I have repeatedly asked for all the services I signed up for. And they said my 24hrs membership does not include the touch less hubs. But there website says it does. I want to claim compilation payment for my suffering.

      Business Response

      Date: 06/16/2025

      In the attached screenshot, submitted by the complainant, you can see that the website specifically indicates that the unlimited membership can be used at any exterior or full-service location. While we can retract brushes in our wash tunnels, thereby effectively making it a "touchless" wash, the dedicated laser bays, or "touchless washes" are not exterior or full-service locations. Therefore, they are not included in the unlimited memberships. Our 29 exterior and full-service locations can be found on our website at ************************************* 

      Additionally, our website does indicate that our tunnel locations are open seven days a week, but it does not indicate that the locations are open 24 hours a day. The membership can be used on an unlimited basis seven days per week at any of our exterior or full-service locations, during regular business hours, which are also posted on our website. 

      I hope this helps to clear up any confusion. If the customer has additional questions, they can reach out to our Customer Care Team Monday-Friday between 8:00 a.m. and 5:00 p.m. by calling ###-###-#### and selecting option three from the menu. 

      Thank you, 

      Hoffman Car Wash Customer Care Manager

    • Initial Complaint

      Date:11/19/2024

      Type:Billing 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 paid $21.59 in February 2024 for 1 month of unlimited car washes. I was subsequently charged $42.11/mo. from March through November via credit card totaling $378.99. My credit card company
      has canceled the last payment of $42.11 so Hoffman Car Wash owes me the balance of $336.88.
      They said I entered a contract with them, but I hadn’t received any contract nor did I use the car wash from March till November. If I had known I had unlimited car washes all of those months I would have used their service. It’s a scam. My real desired expectation isn’t exchange, but reimbursement. You might consider that as an option on your drop down box.

      Business Response

      Date: 11/20/2024

      Good afternoon, ****** has been a member of ours for many years and has previously been enrolled in the same promotion that he signed up for back in February of this year. We do our very best to communicate the nature of our unlimited services to our customers, presenting them at the time of sign-up with a disclaimer on our kiosks and tablets noting the recurring nature of the membership. Additionally, if the customer is willing to provide us with a mobile phone number, we send a follow up text inviting them to activate and sign into our member portal, where they can view their billing information and dates, and sending a separate text message with a link directly to our terms and conditions, which also outlines our billing practices in detail. While I cannot refund the total of the charges since ******'s most recent sign-up, I would be happy to meet in the middle and split the remaining eight months of charges, refunding four, and either providing the remaining four months' worth of time in washing or wash cards, or putting the remaining four months on a Hoffman Car Wash gift card, whichever he would prefer. He can call and request to speak to me by dialing ###-###-####, between 8:00 a.m. and 5:00 p.m. Monday-Friday, following the prompt for Unlimited Memberships, and requesting to speak to the Customer Care Manager. 

      Customer Answer

      Date: 11/20/2024

      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. 

      Regards,

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

    • Initial Complaint

      Date:07/12/2024

      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.
      Was offered $28 membership, OVERCHARGED on credit card $42.11
      Called 877-446-3362, spoke w Ethan 2X !
      First time, he said no credits allowed to my credit card, but he would extend membership, HE DID NOT! When I attempted to use the car was within the month, it was deactivated!
      Second time calling, as**** for a credit on my credit card, he again refused. Claimed that I was using the car wash repeatedly (Membership was deactivated according to attendant)
      Ethan claims no refunds allowed, rude, and refused to allow me to speak w a supervisor

      Business Response

      Date: 08/01/2024

      The customer has had no fewer than four promotions with us, and a total of six different accounts. She failed to cancel the account in time. She was previously pushed out two weeks on the current account, which you can see in the second screenshot. I have issued a one-time only courtesy refund to Ms. ****, and cancelled this account. 

      Customer Answer

      Date: 08/02/2024

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
      Every statement in the response is wrong. 
      #1  Hoffman car wash offers me promotional pricing MANY times when I visit. If I have participated in “4 promotions”, it was at their suggestion and I see no rules to the contrary. 
      #2 If I have “six accounts” it is of Hoffmans doing, I dont set up accounts. 
      #3 Attached please see the enclosed photo offering a month at $28, and see previous file I submitted showing I was overcharged. When I saw the wrong price hit my credit card, is when I contacted “Ethan” in Albany. He DID NOT “push out my acct 2 weeks” because when I went to use the wash on 7/13/24 I was told I did not have an active membership, and I left. I again called “Ethan” who told me I had used the membership “twice that day.” WRONG IT WAS INACTIVE  I again asked for a refund of the difference, he rudely refused

      #4 “failed to cancel the account in time” IT WAS NOT ACTIVE 7/13/24, so what was I supposed to cancel!?

      #5 “the one time only COURTESY credit”???????? ETHAN charged my credit card AGAIN on 7/27/24 when the membership WAS NOT EVEN ACTIVE!!!!!!! He's crediting my credit card for his mistakes????

      And BYW I just looked at my credit card acct, and he has NOT credited either 6/13/24 OR 7/27/24!  This is a very rude, incompetent employee at Hoffman Car Wash, and if they are getting away with overcharging me, im sure they are doing it to others. (Actually Ethan made the mistake of mentioning to me that Upper Front St has a record of “ not charging the correct amount”)  I am owed 2 months of overcharges , and if Hoffman Car Wash had any employee w integrity they would be offering more for my aggravation! 

       Regards,



      ***** ****








      Business Response

      Date: 08/07/2024

      I apologize that Ms. **** felt she had a negative interaction with my staff. I have reviewed the calls thoroughly and have provided all relevant feedback to the associate Ms. **** spoke to. I want to be very clear, however, that this associate did not charge Ms. **** at any point throughout their interactions. The only thing they did was refuse the refund, per departmental policy, and push out the account billing by two weeks. At no time was there a charge that Ms. **** did not authorize. The first was when she swiped her own card at the location on 06/13/24 (as shown by the screenshot she provided) and the second was six weeks later (the standard one month, plus the two additional weeks my staff granted as compensation for the initial $10 overcharge) on 07/27/2024. I have refunded the 07/27/2024 charge, which was the resolution Ms. **** initially indicated she was see****. We have honored her request, which should resolve this matter. 

    • Initial Complaint

      Date:07/08/2024

      Type:Sales and Advertising 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 signed up for their promotion on 02/18/2024, which offered unlimited car washes for one month for $20.99 plus tax. When I signed up, the worker who helped me create my membership account never mentioned that I needed to cancel it after the first month. Additionally, I never received any notification from Hoffman Car Wash about the cancellation procedure. In June, I realized they had been continuously charging me. They had already charged me for four months at $42.11 each month. Throughout these four months, I never visited them for a car wash. When I tried calling customer service, the representative was rude, impatient, and hung up on me. I managed to cancel my account on June 25th, 2024, but they are refusing to issue a refund.

      Business Response

      Date: 07/10/2024

      This customer reached out to us on June 26th regarding her unlimited account, which was signed up for on a kiosk at our Vestal, NY location on Feb 18, 2024. On the kiosk, the customer is required to sign off on the recurring nature of the billing. Additionally, as you'll see if the third attachment, we successfully sent a text to this customer's phone number on the same date of sign up. This text requests that the customer complete their online member portal sign-up to manage their billing and access the full terms and conditions, which goes into the billing practices and cancellation requirements in detail. When the customer called in on 06/25/24, our staff explained our policies and let the customer know that we are more than happy to allow her to continue washing for the full amount of time that she had paid for the wash without usage. In the first attachment, you will see all of the customer's billing highlighted in blue, and her usage highlighted in yellow. As you can see, the customer has washed twice since we applied the paid, unused time to her account (which you will see referenced in my staff member's note seen in the second attachment). The customer has unlimited washing through 10/24/2024, and the account has been cancelled for any future billing.   Thank you, Jena P******* - Customer Care Manager

      Customer Answer

      Date: 07/11/2024

      Firstly, I was not informed that the business would continue to charge my card after my initial transaction in February. They did not clearly indicate whether it was a one-time charge or a monthly charge. Consequently, it was not clear to me that I needed to go onto their website, make an account, and cancel the monthly charges. Secondly, when I contacted customer service on 06/25/2024, I was only given one option which was to extend the car wash service from 06/25/2024 to 10/25/2024. However, I am currently on summer vacation, and the nearest Hoffman car wash is hours away from my current location. The Vestal location, which is near my school, is accessible to me this week and for the next two weeks while I run some errands on campus. Therefore, I am willing to accept the charges for this month but request a refund for the next three months. 

    • Initial Complaint

      Date:05/21/2024

      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.
      This company on a few occasions now has charged me early for a car wash membership. For the last billing cycle I was only given 26 days of service instead of 30 like the membership is supposed to be. Their reasoning for it is because I came in and restarted the membership 4 days after expiration that my billing period resets to the previous one. They have now done this same thing to be at least 3 times.

      This practice is completely unethical and wrong as I paid $38.99 for 30 days but they only are giving me 26. There is no doubt they do this to everyone as well as I have contacted them and they refuse to do anything about it.

      I can provide bank statements and emails back and forth with the company proving that this is something they practice consistently to shaft their customers out of service days. They claimed last time I pointed this out to them it was because of how my bank posts transactions. Again I can provide documentation they said this and proof that this was not because of when my bank posts transactions.

      This is not the only deceptive technique they employ to fool their customers. My initial price for the membership was $20 a month. Every time I go through the wash it says that is the price but they charge you $38.99 still. I have photographic evidence of this practice as well. They claim that's because it's supposedly a $20 wash for non members but if I'm not paying $20 why is that coming up as my price? It's designed to make you think you are still paying that initial price still. They make no attempt to contact you about the price increase despite having the ability to text or email you.

      If necessary I provide all email correspondence with this company as well as screenshots of the bank statements showing them charging my card early on multiple occasions. I have attached a screenshot of what they did this morning charging me on 5/21/24 when last months was on 4/27/24 for a 30 days membership.

      Business Response

      Date: 05/29/2024

      Good morning, I have reviewed this customer's account and membership with him at length. He continues to sign up for our recurring monthly membership, but his account has gone unpaid/failed a few times, come the billing date, and he enters an eight-day grace period. If payment is not successfully collected within those eight days, the account will be cancelled. However, paying within those eight days does not change the monthly billing date. I explained to the customer that this is just like any other monthly bill, such as insurance, for example. If you pay during the grace period, the policy goes back into good standing, but it does not push back the date that the payment is due the next month. The customer was looking for a refund, but the account had already been used during the pay period. I offered to extend the billing for the additional four days the customer feels he is owed, as a customer service gesture, but the customer was not satisfied with that resolution. 

      Customer Answer

      Date: 06/04/2024

      Hoffman's has readily admitted in this email that they punish their unlimited subscribers by shorting them service days. They came up with a capricious 8 day grace period out of thin air that will cause their loyal customers loss of service days. It's advertised all over their businesses that the $38.99 will give you 30 days of free washing yet if you're a returning customer they make your payment process up to 8 days early resulting in the consumer only receiving 22 days of service. Furthermore this can happen an unlimited amount of times resulting in a possible loss of up to 96 days of lost car wash access per year. 

    • Initial Complaint

      Date:12/14/2023

      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 drove to car wash and asked for car wash with interior clean and young man said would you like to join club and pay $74.95 for year unlimited car washes? I said it’s $74.95 for the year and he confirmed yes so I said okay. The young man swiped my card and asked for signature on pad. There was nothing handed to me and not asked to read anything before signing. Did not pay attention to my credit card statements till December and see I have been charged $74.95 every month!
      When I contact Hoffman over phone they said sorry you used once in June and once September so will send you gift card for 299.

      gc is not acceptable as I was signed up for something that was misrepresented and I would like refund either to my credit card or in check

      Business Response

      Date: 12/14/2023

      Full-service wash prices are posted at the location and range from $44-$54, plus tax, dependent upon the level of exterior washing. Our monthly Signature with Interior Wash package is posted at all of our full-service locations as $69.99 per month, plus tax. While the specific employee that interacted with Ms. ****** is no longer with the company, they were with us for quite some time, and we have never received a complaint of this nature in regard to a miscommunication on their part. This has been reviewed with the VP of Operations, and we have elected to refund the most recent two months for which the account has not been used, as a customer service gesture. We are unable to refund services beyond the last date of usage, but have offered the customer a gift card or addition washing time. I have called and left a message for the customer today 12/14/2023, informing her as such. 

       Thank you, 

      Jena P*******, Customer Care Manager

      Customer Answer

      Date: 12/18/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


       I was in line with a large number of vehicles waiting to get a car wash and when asked for interior cleaning with car was told for the same price of one can get unlimited car washes for the year.  I specifically asked if this was a one-time charge and was told yes.  Due to pressure of being in line with people impatiently waiting behind me it was a perfect environment into conning someone into buying something they do not understand.  This is a predatory sales practice meant to get you into a subscription service sold that's described as a one-time charge.  There is no time to read any signs or small print and you only have the persons integrity to rely on.  Obviously, there is no integrity in this.  I have been a customer of Hoffman's for decades and shocked and appalled by the response and i do not want to do business with them, ever!   Offering me a credit only sets me to be scammed again.  I am not interested in any Hoffmans credit/gift card.  There are currently several complaints on this BBB site about this practice and numerous complaints on other sites.  This is clearly a problem they are profiting from.

      I was charged 6 months @ $74.89 which again was presented as a one-time charge for the year.  In the 6 months i have been charged I have gotten 2 car washes which has cost me $224.67 per car wash.  No reasonable person would agree to this.  

      I am requested a full refund to my credit card or check mailed to me minus the 2 car washes i received.  The Hoffmans reply on 12/14 is not correct as I have received no phone call or voicemail message from them which is another example of poor business practice.  

      Regards,

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

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






    • Initial Complaint

      Date:07/21/2023

      Type:Product 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.
      I purchased an unlimited membership and my car was hit and they took my membership for two months before I canceled it and refused to give me my money back sent me a gift card that I cannot use and still refuses to give me my money back I want something done about it

    • Initial Complaint

      Date:07/01/2023

      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 Friday June 30th I used the car wash at the gloversville ny location. After I went thru the wash another customer pointed out that the door to my has tank was missing. I had one of the employees look inside the car wash and he found it. The car wash process broke my gas tank door. It needs to be completely replaces as it's unable to be closed. I spoke with a manager Andrew and he laughed in my face and claimed something like this never happened before. I have a photograph of their employee attempting to fix the issue their car wash caused. The service is terrible and the management was rude and disrespectful.

    • Initial Complaint

      Date:06/16/2023

      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.
      I was told by the attendant at the car wash you could get unlimited washing for $20 a month only to be billed over $40 the next month without warning. They are a scam and are using false information to get the public to sign up for auto-payment more than what they state when you agree at the car wash

    • Initial Complaint

      Date:05/15/2023

      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.
      They said I sign something stating that I understood that to request a refund it would have to 5 days before the billing cycle but I have never signed anything I just want a refund I don’t have a car anymore because of health reasons I could never drive agin so a gift card is not a option

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