Business Profile

Car Wash

Moo Moo Express Car Wash

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

79 total complaints in the last 3 years.
21 complaints closed in the last 12 months.

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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:06/19/2025
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 BRAND NEW ****** SENTRA NOW HAS FIVE DENTS 2 ON THE **** 3 ON THE ***** LID. I USED THE ******* ON SOUTH HIGH ST approximately 6 times. At this rate my car will look like a golf ball. Since these are minor dents they can be fixed for $750.00
Initial Complaint
Date:05/29/2025
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.
5/24/25 9:15-9:25am - Glass damaged by washer arm. I reported claim to car wash manager and insurance company. Carwash claims department not willing to accept liability for damages caused. $1100 of charges for the replacement glass acquired on 5/29. Reported to police as instructed by insurance company on 5/29. Im seeking reimbursement for charges through subrogration and may pursue legal action if remains unresolved.
Business Response
Date: 06/02/2025
Thank you for reaching out. Were sorry to hear that the outcome of your incident was not what you had hoped for.
Please know that our Claims Team conducted a thorough investigation to determine liability. Based on the findings, it was concluded that the wash location is not responsible for the damage in question.
We are happy to provide any video footage or supporting documentation to your insurance provider. They may contact us directly at ********************************* or by phone at ************ (Option 2), Monday through Friday between 9:00 AM and 5:00 PM.
Thank you again for reaching out with your concerns.
Customer Answer
Date: 06/02/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23394695

Good Morning,

In response to the recent incident at your facility, I must express that your claims are entirely inaccurate and unacceptable.
My wife and I personally witnessed the damage occur when the washer arm struck our windshield, resulting in a significant crack that now runs down the glass. This is not a minor or pre-existing hairline crack, nor was it caused by the dryer, as you have suggested. The damage was immediate and clearly caused by your equipment.
We reported the incident to your staff on-site immediately and also contacted our insurance company within minutes. I have attached a photo of the damage for your reference below. We have obtained a repair estimate of $1,075 for a replacement windshield using the original manufacturer glass that we plan to get fixed by Friday. This was the least quoted glass company we found.

We have been loyal customers of your car wash for quite some time and have never experienced an issue until this past Saturday. Given our history and the clear evidence, we are disappointed by your refusal to take responsibility.
Should this matter not be resolved promptly, we are prepared to pursue legal action. Please understand that this will likely result in costs exceeding the current repair estimate. Our insurance company and their legal representatives will be in contact with you shortly.

However, we are still open to resolving this matter amicably. Please let us know if you are willing to cover the cost of the damages before further action is taken.

Sincerely,

******* Williams
Initial Complaint
Date:05/27/2025
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.
On 5/14 I used a Green Clean Express car wash which is a subsidiary of ***, and was rear ended in the wash by another vehicle and reported it to their corporate and my insurance. I was told that per their investigation it was on the other driver who feigned filling out an incident report so they sent video (which my agent can't open) and said they had thevdrivers tag no. I found from the site Mgr that apparently they called him back in and he still never filled out the report, so they have a name, phone numver and perhaps an address which their claims ****btold thevwash Mgr to notbget involved with this but did notvask for the info from him to find his insurance info from, but when my agent contacts their claims **** in writing which I was told was proper procedure and mandatory to release to insurance, they go back and say we don't have that indo, contact the wash site mgr!?! Sounds like can cover up or crooked business practices.
Initial Complaint
Date:05/23/2025
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.
On 4/24/25 my 2023 ****** Corolla went to this car wash for a standard wash. Upon exiting the wash I did find this scratch on my car thats in the picture. The staff was immediately notified and they checked the video to make sure. They did find that there was no scratch before entering the car wash and they agreed with me. I was told to come back in a week on Wednesday and speak with the district manager. I spoke with the manager and I was told they would review the video and get back to me. They have not reached out and they have not tried to amend the situation.
Business Response
Date: 05/29/2025
Thank you for reaching out, any incident that occurs at the wash has to have an Incident Report filed by the location. The report is then sent to our ***************** for further review of the footage and a determination is made for responsibility. If you did not fill out a report, please return to the location and request that they file an incident report please. If you have further questions, please contact our Claims Team at ************ option 2. Monday - Friday 9am-5pm. Thank you for your patience and understanding.
Initial Complaint
Date:05/21/2025
Type:Sales and Advertising 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 March 28, 2025 I went through the car wash and my rear wiper was ripped off. On April 4, 2025 an incident report was completed. I've tried to wait for a response but the company never reached out until 5/21 and stated my claim was closed. I had reached out several times and never heard anything from the location
Business Response
Date: 06/02/2025
Thank you for reaching out, could you please provide a little more detail regarding which location your incident occurred so we may research further. You can also contact us at ************ Monday - Saturday 7am-8pm and Sunday 8am-8pm.
Customer Answer
Date: 06/02/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23359654

I am rejecting this response because:

Regards,

****** ******
Business Response
Date: 06/10/2025
Thank you for reaching out, we received your claim and requested additional information from you regarding estimates and did not receive them within the 30 days requested and therefore closed your claim. I have sent the information to our claims team, and they have sent you a new email with the details needed to continue with your claim. Please reach out to ********************************* if you have any further questions.
Customer Answer
Date: 06/16/2025

I want to make sure that I can find someone or somewhere to get this part and replacement. The dealerships that I've tried do not have the part needed
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23359654

I am rejecting this response because:

Regards,

****** ******
Initial Complaint
Date:05/19/2025
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 went to get my carwash 5/10/2025, as i approached the track i was guided in as usual by an employee that stands right inside the doorway to the entrance. when you drive up to the entrance, this person guides you into the bulding & helps line you up with the track. the person guided my right into the track mechanism which resulted in hitting the track with my front drivers side wheel, taking a ***** out of it exposing bare metal. once i made it through the wash i immediately parked & got out to look at my rim & seen the ***** went inside & told the person in charge. i was helped in filing a complaint. i received an answer i about 3 days telling me the claim was denied because my approach was off.
Business Response
Date: 05/19/2025
Thank you for reaching out. Our Claims team has carefully reviewed your case and conducted a thorough investigation. Based on our findings, the damage does not appear to be consistent with our wash equipment.
The rails in our system are made of soft plastic, and your video shows no signs of improper loading. Additionally, the height and structure of our correlator do not match the location or nature of the damage shown in your photos.
We understand this may be disappointing, and we truly regret any inconvenience this situation has caused. However, based on the evidence, we are unable to accept responsibility for the damage.
Customer Answer
Date: 05/20/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23349160

I am rejecting this response because:
the block going into the conveyer belt isnt soft, its made from hard solid material. Its a large white block & is attached to the track with metal. It does have an edge that can damage an aluminum wheel, maybe not a steel wheel but a black aluminum wheel can be damaged & was on my car!

Regards,

****** *******
Initial Complaint
Date:05/07/2025
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.
I paid Green Clean Express Car Wash $14.50 three times as part of a promotion and then canceled my subscription. However, I am now being charged $40 every month. When I logged into the account, someone else's information was present.I called Green Clean Express Car Wash several times to resolve this issue, only for them to confirm someone else's information is present in what was previously my account. My card information is not in their system, and they cannot resolve this issue.Green Clean has told me there is nothing they can do, and they keep charging me for a service they do not provide.
Business Response
Date: 05/13/2025
We would be happy to take care of this for you; I called and left you a voicemail to call our **************** at ************ Mon- Sat 7am-8pm and Sun 8am-8pm. Once we locate your account, we can process this refund and take care of the future ********.
Thank you,
Kelly

Business Response
Date: 05/16/2025
The customer and I spoke today and was able to determine the account that was billing him. This account has been cancelled and refunded two charges. One for ***** and one for *****. The customer said they would wait until the next bill cycle to be sure they are not billed again. We will await the customer to close this complaint once they determine they are no longer billed.
Customer Answer
Date: 05/19/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23299321

I am rejecting this response because:
I have communicated with the business, and we have come to the agreement that once the charges for services have been refunded, and I am not changed for the upcoming month, I will close out the BBB ticket and accept the response.

Regards,

***** *********
Initial Complaint
Date:04/23/2025
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.
My husband and I visited the ************ Car Wash at ********************************************************************************* on 4/18/2025 around 7pm. We got their most expensive wash, never once were we made aware of potential damages or were given an opportunity to read a waiver or sign anything removing their liability. We go through the wash and the dryers at the end knocked off the cover of our third top brake light. Once we exited the wash, we alerted an employee who went and retrieved the 4 pieces of our broken light cover. He just said sorry and that was it.
On Monday I emailed Moo **** customer care after speaking with our dealership and finding out itd cost us $1050 to repair. They said to file a claim we had to make a second trip to the location for them to take pictures and fill out paperwork which my husband promptly did on 4/21/2025. Mind you, the employee who retrieved our broken pieces on 4/18/2025 never mentioned this claims process.
Moo **** today has informed us our claim was declined as they reviewed footage and determined that their equipment was working properly and no other cars were damaged and their equipment exposed a manufacturer defect on our vehicle so theyre not responsible.
First, how are they able to determine a manufacturer defect based on a video without having the car examined by a certified individual who can make such an assessment? Also, we have no proof other cars werent damaged as they can make this claim regardless of its truth. They also never even offered to refund our $22 as we clearly arent satisfied with our experience. Their tactics are misleading they dont have you read or sign anything stating the potential damages and then they brag about taking claims seriously and then obviously do not as they can always just claim its the car itself not their equipment.
Business Response
Date: 05/13/2025
Thank you for bringing this to our attention. We regret to hear about your experience and take all customer concerns seriously.
Please be assured that our car wash is engineered to operate safely, and we conduct routine tunnel inspections to ensure all equipment is functioning properly. As part of our standard procedure, our claims team thoroughly reviews video footage to assess the circumstances of each visit. On the date in question, no other incidents were reported, and several hundred vehicles were washed without issue.
We would be happy to refund your $22.00 for your wash, please contact our **************** at ************ Mon - Sat 7am-8pm and Sun 8am-8pm.
Thank you,
Kelly
Customer Service Manager
Initial Complaint
Date:04/17/2025
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.
Today I went through the car wash and the two girls wiring inside with the one who was supposed to be directing us into the car wash absolutely did not direct me and caused this to my rim! Look at the blue coloring on my run with that scratch!
Business Response
Date: 04/21/2025
Thank you for reaching out regarding your concern, please go back to the location where the incident occurred and request to fill out an incident report. Once the report has been filed, the claims team will investigate further and make a determination once they review the video footage of your wash. The wash location is Open Monday - Saturday 7am-8pm and Sunday 8am-8pm. Thank you!
Initial Complaint
Date:04/16/2025
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.
I took my van to the newly opened *********************************************** location on 3/1/25 for a wash. While in the wash with my 3 Grandkids, there was a loud bang sound. When we got out, we pulled over & looked at the van but couldn't see any damage. We drove home & as we were driving, my side molding was flapping in the wind. The brushes in the car wash some how got ahold of the molding & yanked the bottom bracket & broke it so only the top bracket was holding my molding on. I immediately went back to the car wash & let the workers know I had damage & they said they would do a claim for me. The 2 boys couldn't do it so they got the girl who came out with a clipboard & started writing on it. She said hold on, went back in & then sent one of the boy workers out to say that they didn't know how to do a claim so I would need to come back in the ************** to the Manager. We put tape around the bottom of the molding when we left for church the next morning. Well, when the wind got up under the broken part of the molding, it broke the top bracket & the molding flew off while we were on the freeway. We actually stopped on the side of 270 & looked for the molding but couldn't find it plus it is a very busy road to be walking on. To make the rest of the story shorter, A claims *** finally called me about 3 weeks later & told me there is video of my van going out & there was no damage that they could see. I told the *** that I know what the van looked like when I left, you couldn't tell the molding had been broken but when I drove away it started flopping & that was what the loud noise was that we heard. I went directly home & saw how the damage effected the molding. After many calls to the claims ***, she stated that the Co will not be fixing my damage. When my van went into the car wash, there was absolutely no damage on it & when I drove away, there was! I have an estimate for $269.83.I tried to add ******************** details but exceeded allowed amount. Attached as document.
Business Response
Date: 04/24/2025
Thank you for your inquiry.
Following a comprehensive review by our claims team, it was determined that the car wash was operating properly at the time of the incident, and no damage was observed on the vehicle upon its exit from the facility.
However, as a gesture of good faith, we have decided to proceed with a repair and process the claim accordingly. Please expect an email from ********************************* containing a release form for payment.
Should you have any further questions, feel free to contact us at ************. Our support team is available Monday through Saturday from 7:00 AM to 7:00 PM, and Sunday from 8:00 AM to 8:00 PM..
Thank you,
Kelly
Customer Answer
Date: 04/25/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I accept the business's response to resolve this complaint.

Regards,

***** ******
Customer Answer
Date: 05/06/2025
I received a notice that EXPRESS WASH agreed to pay for the damage on my car.
I accepted that but havent heard anything back from the company. I was told to watch for an email from them with release form for payment.
Nothing has been sent from the company!
I called them today at the number on their letter & the girl I spoke to ***** said the only thing she sees is that the claim was denied.
What do I do now?
Express wash never sent me the email to take care of this complaint.
***** ******
************
******************************
Business Response
Date: 05/06/2025
Thank you, *****, we sent you an email on 4/25/2025 with the release form that is needed. Please check your spam or junk folders for this email. Once that release is signed, we can move forward with the payment. You can reach me directly at ************ for future follow up if you do not locate the email in your junk/spam folders.
Thank you,
Kelly
Customer Answer
Date: 05/13/2025
BBB called the consumer using an automated calling system. The consumer replied with a text message with the number 1 indicating that their complaint was resolved and could be closed - see below for details:

************** ******, ***** 23213804 Express Wash Holdco, LLC May 13, 2025 10:31 AM

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Moo Moo Express Car Wash is NOT a BBB Accredited Business.