Complaints

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

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Moo Moo Express Car Wash has 69 locations, listed below.

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• 

  Moo Moo Express Car Wash

  1927 Henderson Rd Columbus, OH 43220

• 

  Moo Moo Express Car Wash

  1410 Hill Rd N Pickerington, OH 43147-9230

• 

  Moo Moo Express Car Wash

  1927 Henderson Rd Columbus, OH 43220-2503

• 

  Moo Moo Express Car Wash

  904 W 5th Ave Columbus, OH 43212-2634

• 

  Moo Moo Express Car Wash

  1111 River Valley Blvd Lancaster, OH 43130-1657

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:03/14/2023

  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.

  I took my car clean express car wash located at 27393 Holiday Ln, Perrysburg, OH 43551. While entering the car wash me and my girl friend noticed a big bang noise. We had to run a few errands and I eventually returned to file an accident report as this car wash chipped her windshield. I tried calling the management team a few times and finally got a hold on a gentlemen today. I was informed that he and another manager looked at it and the chip was already in the windshield. He then said he would want yet another person to look at the video of going into the wash? He then went to say that I needed to report any damage after exiting the car wash! I saw no sign stating that you had to report an accident immediately exiting said car wash?? I just want the windshield fixed and replaced as the manager kept stating that he needed four and five people to look at this video? He also brought up a you have to report it immediately? I was not told that it sounds like they are lying because they don't want to eat the cost of a windshield!

  Business Response

  Date: 03/22/2023

  Thank you so much for providing us with your feedback, and we are very sorry to hear that we were not able to reach a satisfactory resolution through our damage claim process. Please know that we take claims of damage extremely seriously, thoroughly investigating each individually with our onsite video, pictures, statements, and knowledge of our equipment and respective physical operations.  Thank you for taking the time to provide feedback. We apologize and understand your frustration regarding this incident. We have been in contact with our Site Manager and Area Manager regarding this review, and are confident that they are working through our documented process with you. We will ask that they reach out to you again to provide an update. Thank you!
  
  

  Customer Answer

  Date: 03/22/2023

  I accept the business's response to resolve this complaint. I just want my windshield fixed and to have me made whole during this process. I am hoping to get this resolved. I have spoken with some local shops around town. I have a quote for right around $200.00-$250.00 dollars to have the windshield replaced and to have this issue resolved. I just want to be made whole, in the business contacting me the manager tyler denied everything but then askesd me why I didn't file a complaint right after the car wash. I didn't notice the damage as water was still on the windshield of my vehicle. 
  
  
  

   

• Initial Complaint

  Date:03/08/2023

  Type:Customer Service 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 purchased a buy one get one month free from moo moo car wash in May 2019. I went to cancel the membership at the Sancus/Lazelle location on the last day of the deal on June 30th , 2019 between 2:40-2:48 pm. I know this because my google maps that I am attaching shows this information. The attendant said that they would take care of canceling the membership . They did not inform me of having to take any other additional steps as I would have done. In February 2023 my husband noticed a charge and asked me about it (we have a joint account) I said I never went there and called which is when they informed me I was being charged for a monthly membership. I expect to be refunded since I communicated I wanted this membership cancelled as I have not used the service since June of 2019.

  Business Response

  Date: 03/22/2023

  Due to our system, we only have access to charges from six months back. I did refund your last six charges. 

  Customer Answer

  Date: 03/30/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 19557246
  
  
  
  I am rejecting this response because: 
  
  I am asking for a full refund for services I canceled and did not use.  Any form of payment is accepted.  I followed the procedure to cancel the membership your company had set.  We were incorrectly billed by your company.  Again I have the proof showing when I was there to cancel the membership. 
  
  Regards,
  
  
  
  **** *****

  Business Response

  Date: 04/06/2023

  I'm sorry ****, but our system shows no cancellation or any other adjustments made the account on that date. As stated previously we are unable to refund any more than the 6 charges we have already refunded and given back to you.  Our refund policy clearing states that we do not refund any charges on ac account for any reason more than the last 180 days. I'm sorry but there is nothing else we can do at this time. 

• Initial Complaint

  Date:02/28/2023

  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.

  Got car washed today at flying aces on dorothy lane in kettering ohio, upon exiting I realized something was wrong! My car was greasy I could not see our windows. I showed employees they said go back through. I did, came out same way! The girl employee tried hosing down my car. The man employee tried cleaning windshield with a rag. Things got worse! I could not see out windows they were so greasy-like. Told them I had to go back to work. Girl employee took a picture of my info off my car sticker for being a member with them. I could barely see to drive to work! One man I work with said it looked like hydraulic fluid all over my car. My husband left work to come to my work to see the car. He was shocked! He thought it looked like tire shine all over my car. So he took my car to the flying aces on far hills in Dayton ohio and ran the car through twice! Still not good. Husband called corporate office spoke to a ******. He said she said it will wash off and really didn’t care. What the heck is on my car? We have no clue!

  Business Response

  Date: 04/06/2023

  Thank you for reaching out, we are so sorry to hear about that unsatisfactory experience, it is definitely not what we want for our customers. We have documented this and are actively looking into what happened and how we can help make this right. Someone from our management team will be reaching out as soon as they can!

• Initial Complaint

  Date:02/28/2023

  Type:Customer Service 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.

  February 25 I took my car through flying ace car wash on Indian ripple road. My car got stuck midway through the wash. This happened before and I had talked to the manager who said it would not happen again because they would minus the tire rinse. He said this has happened before. Saturday February 25 app 6pm when I went through my car got stuck again! I laid on the horn to let them know I was stuck and everything would stop. 2 boys came and look to see the problem. They told me to backup and go forward to get over part where it was stuck. When I pulled out of the car wash I heard something dragging. I pulled over to the side. I called one of the boys over. He took pictures and we went inside to file a report. I told them I couldn't drive my car like this because the front part of my side foot rail was off due to this. The back part was still attached. They said they couldn't touch my car due to policy. As I told them this was not my fault. There was no manager on duty. I ask them to please call a manager. No answer. Monday February 27 a assistant manager called me- Jacob. He said he look at camera and said my wheel turned so I must have turned steering wheel. I told him that was not true! This has happened at huber heights facility too. But this time it broke my rail. This was not my fault!! Even 2 weeks ago when I talked to manager he told me this has happened before. I would have stopped then if he hadn't assured me this would not happen again. I think they should take responsibility and fix my car!! Not just blow it off like nothing happened!! They need to repair my car! I just looked all some of the complaints from other people. Same thing!! Blame the customers.

  Business Response

  Date: 04/06/2023

  Thank you for reaching out, we have documented your issue and are looking into it now. A member of our management team will be reaching out as soon as they can!

• Initial Complaint

  Date:02/19/2023

  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.

  The brush in the car wash broke off and damaged the mirror on my car. The company is not taking any responsibility.

  Business Response

  Date: 02/22/2023

  Thank you for reaching out with your concerns.  We are investigating this.  Can you please confirm which location this occurred at?  Thank you in advance for your assistance.

  Customer Answer

  Date: 02/23/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 19432642
  
  
  
  I am rejecting this response because: The business has asked for the location. The incident occurred at Flying Ace Express Care Wash- Moraine. 1901 W Dorothy Ln. The business has stated that they have video proof that there was an issue with the car but are unwilling to provide this proof. We had the car inspected by a mechanic a few weeks prior to this incident and there was no mention of an issue with the driver side mirror. 
  
  
  
  Regards,
  
  
  
  ****** *****

  Customer Answer

  Date: 04/19/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 19432642
  
  
  
  I am rejecting this response because: They asked a question, I am replying. That is ridiculous and what kind of business practice is this? The incident happened on Feb 19, 2023 at 3:00pm. You are telling me there is no record of this incident? 
  
  
  
  Regards,
  
  
  
  ****** *****

  Business Response

  Date: 05/05/2023

  
  
  We have no record of an incident occurring at the Moraine location for you, on that date or any date. If the incident occurred at another location we can check with the staff at that location but all incidents are handled at each location, we have used the information given and are not able to locate and claim for you. 
  --
  
  

  
  

• Initial Complaint

  Date:02/16/2023

  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.

  Entered the car wash on February 7, 2023. My passenger mirror was snapped off during the wash. The woman running the wash heard it snap off and picked up a piece of the mirror. I filed a complaint and they refuse to fix a $200 mirror. I sent an email to their head office and they didn’t even review the camera footage from their own cameras. You can see in the video the mirror snap off as the brush comes in contact with the mirror and the mirror was fine before entering the wash. I want them to take responsibility and fix the mirror

  Business Response

  Date: 02/22/2023

  Thank you for reaching out regarding your concerns, and we will look into this for you.  Can you please confirm which location this occurred at?

  Customer Answer

  Date: 03/18/2023

  [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:
  
  They have agreed to pay for the damage. 
  
  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  ******** *****

• Initial Complaint

  Date:02/15/2023

  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 2/5/23 9:00am first in line to go through th car wash. Proceeded to pull up as directed by carwash attendant. To start into the carwash. Car in neutral and proceeded to go through carwash. At the end of the carwash the door( that should have been opened was NOT) Pushed my car through any way. Then the door hit the hood of my car then continued up the windshield, then up to the roof. Did damage to all areas. Came out of carwash and immediately told the male attendant of this issue. I filed a complaint and he and I took pictures of the damage to my car. Attendant stated the company would get in touch with me in 72 hours. The business has never contacted me. Went to carwash several times talked to same attendant and still have heard nothing from them. It has been ten days since this happened. I just want my car fixed. This is a new business in our area. Have gone through th carwash several times before with no incidence. How can I procede? What to do?

  Business Response

  Date: 03/22/2023

  Hello *******, this Will get escalated to our home office for review. What is the address of the wash site you visited?

• Initial Complaint

  Date:02/10/2023

  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 1/9/2023 at 11:43a i ran my car thru the moo moo at 460 lazelle road. during the wash i felt my car do a side jog; like it had been pushed from one side. i didn't think much about it. immediately after leaving moo moo i went up the road to kroger on park road and purchased gas. as i was pumping gas i noticed several marks on my car doors. after i finished pumping gas i walked back to the drivers side and noticed the same type of marks on the driver side doors of my vehicle. i immediately returned to moo moo to notify them. It was Shane's first day there; that's what he told me. he took pictures, and gave me a complimentary wash because there a lot of dirt still on the back end of my car. i waited until 1/20/2023 at 10:52a and phoned the lazelle store because i had not heard from anyone and the incident report stated moo moo needed 72 hrs to review video and that the site manager would contact me DIRECTLY to discuss the review outcome. i got a recording so i called back again at 11:48a and Jordan (who stated he was a mgr) answered and said "he'd go look for it real quiick". He came back to the phone and denied any scratches on my car. I would like for this complaint to be reviewed by john roush. my vehicle is garaged AT ALL TIMES. it is not parked daily in a parking lot and i work from home. i did not like the dismissive attitude of jordan. i would like compensation for the scratches on the doors of my vehicle once i can get an estimate. thank-you

  Business Response

  Date: 02/22/2023

  Thank you for bringing this to our attention.  We are reviewing internally and will advise as soon as possible on the situation.  This has been escalated to the Home Office.  Thank you for your patience as we review.

  Customer Answer

  Date: 02/22/2023

  [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: 05/03/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 19382749
  
  
  
  I am rejecting this response because: no video?  so when i called and spoke with the 'then' manager he indicated that there was video. that aside, as much as you want to believe that your employees are following procedures, often they don't. i was guided in, that is almost a given. but an inspection; no. a 1/2 second glance from behind my car does not constitute any sort of inspection. again, my car has identical-types of blemishes on both sides of car on the doors which were not there prior to my vehicle entering moomoo.  a visible dent/mar was on the back driver wheel well area. i would like to have the blemishes caused by your car wash taken care of but i do not feel that i should have to pay.  
  
  
  
  Regards,
  
  
  
  **** **********

  Business Response

  Date: 05/08/2023

  ***** *********
  11:12 AM (4 hours ago)
  to me
  
  As stated last time, we do not keep video for more than 30 days, there was video footage back when the incident occurred in January which is how the staff reviewed and found we weren't at fault. I'm sorry but we are not covering damages we did not cause. 

• Initial Complaint

  Date:02/10/2023

  Type:Customer Service 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 car was damaged at the car wash. I filled out paperwork and then never heard back. Contacted corporate many, many times and they said they would not help. Then they blocked me on Facebook.

  Business Response

  Date: 02/22/2023

  Thank you for bringing this to our attention.  Can you please confirm the address of the location that you went to, and the date/approximate time of the incident, so that we can review?  Thank you in advance for your cooperation and patience.

  Customer Answer

  Date: 03/20/2023

  ******* ****** <************************************>
  Mar 17, 2023, 9:11 AM (3 days ago)
  to Better
  
  Hello,
  This went to my spam folder and I just now found it. Is it too late or did they get away with it? I told them the address via email and phone calls many times.
  Secor Road Toledo Ohio.   

  Business Response

  Date: 05/05/2023

  We do not have the footage as the incident occurred over 30 days ago and our system only stores the latest 30 days. The video was reviewed by our team on 12/6/22 after the incident occurred, attached is the notes they took of the incident. I'm sorry but our decision stands of we were not the cause of the scratches and dents. 

  Customer Answer

  Date: 05/05/2023

  It's funny how long I have been trying to get your location to answer me and now you say you do not have the video. To me this shows you know you damaged my car and will not do anything. Just look at all the others that say how you damaged their cars on Facebook. You should be ashamed of yourself.

   

   

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 19381516
  
  
  
  I am rejecting this response because: 
  
  
  
  Regards,
  
  
  
  ******* ******

• Initial Complaint

  Date:02/09/2023

  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.

  Entered by BBB staff LO
  Consumer states about 3 weeks ago she discovered the business has been taking double payments out of her account starting in May of 2022. The consumer purchased a new vehicle in April 2022 so she advised the associate that she already had a membership with them. She asked if she could lower the payment from $36.00 to $20.00 monthly. They said they would change it and they gave her a new sticker for her vehicle. The consumer recently found out she was being charged for the $36.00 membership as well as the $20.00 membership. The consumer spoke with the business late January and they told her they would credit her account within 4 days. The consumer was credited 6 payments of $20.00, totaling $120.00. The consumer states she should have been credited 6 payments of $36.00 because she asked for her plan to be lowered to $20.00. The consumer contacted the business 2/9/23 and was told the $36.00 account was not the one that was removed and they can't go back further than 180 days to issue a refund.

  Business Response

  Date: 02/22/2023

  Thank you for the detailed information regarding your issue.  I have escalated this to the Customer Service manager, who will look into this and reach out to you to resolve.  Thank you for your patience while we investigate.