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:02/07/2023

  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.

  Filed a complaint with them about their machines damaging my wheel they fail to render the situation and don't take any concern or care. Just deny it's possible.

  Business Response

  Date: 02/22/2023

  Thank you for reaching out to notify us of your concern.  Can you please confirm the address of the wash you were at to have incurred this, and what day and approximate time?  Did an incident report get completed?  Thank you in advance for your assistance while I review this.

• Initial Complaint

  Date:01/31/2023

  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 1/15/2023 my daughter went through the car wash named in the complaint, after coming out of the car wash she noticed multiple scratches to the trunk of her car. She filed a complaint at that time and the car wash took photos of the damages. We spoke to the manager ***** *******, who informed us that the car wash was denying the complaint/claim, stating that the scratches were noted on the car prior to her entering the car wash per a video. We requested an email with denial and a copy of the video used to make this determination as we know there were no damages to her trunk prior to entering the car wash. Upon receipt of the video we are able to clearly see no damage to her trunk prior to entering the car wash. After reviewing the video, we then requested a reconsideration of the denial. To this date, we have yet to hear anything from the car wash regarding this matter. We would like assistance in the resolution of this matter and repair of the damages to the car.
  Please see the iCloud link for the video as I am unable to upload below:
  ****************

  Business Response

  Date: 02/02/2023

  Thank you for reaching out to notify us of your issue.  We will review the full video from the site and reply back.  Part of our loading process is that the loader walks around the car and makes arm gestures to signal to the CCTV system if there is existing damage (one signal for scratches, one for dents, and one for breaks), and the video clip shared cuts off before the loader gets to look at the back of the car.  If the loader is seen on the full video making arm movements to signify scratches then we will stand by the decision of the site to deny liability.

  Customer Answer

  Date: 02/03/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18946485
  
  
  
  I am rejecting this response because: 
  '******* *******' via Dispute Resolution - Shared Inbox <[email protected]>
  Feb 2, 2023, 3:24 PM (1 day ago)
  to disputeresolution
  
  
  
  Good afternoon,
  
  I received a response from the above named company.  It appears that I only have options to accept or reject the response.  In this case I welcome the reconsideration of the video but per the last line in their response;  
  
  If the loader is seen on the full video making arm movements to signify scratches then we will stand by the decision of the site to deny liability.
  
  We are aware that the car had dents to the side panel prior to entering the car wash. So a signal from car wash personnel may indicate old damages that we acknowledge were previously present. I would like to ensure that whomever is reviewing is aware that our complaint is for related only to damages that occurred to the trunk and surrounding area of the trunk of the car.  We are requesting that the damages to the trunk of the vehicle be repaired not a repair of any any prior damage.
  
  Please advise how to proceed with the complaint.
  
  Thank you for you assistance.
  
  Sincerely 
  ******* *******-*****
  

  
  

   
  
  Regards,
  
  
  
  ******* *******-*****

  Business Response

  Date: 02/03/2023

  Good afternoon - after reviewing the video of the wash inside the tunnel and looking at the photos shared, it's not apparent that any damage was caused by the equipment.  The equipment uses foam fingers that do not retain dirt/material that could scratch, and if something was faulty and damage had been done the pattern would have been a consistent vertical scratching that would have been present on the hood and roof of the car as well, as well as any other cars washed that day.  The brush that washes the trunk starts at the hood, goes over the roof, and then goes across the trunk of the car.  There were no other damage complaints that day with this type of damage.  The loaded did observe scratches on the trunk of the car when it arrived.  I'm sorry for any stress over this situation but the home office will stand by the findings of the site and their rejection of the damage claim. 

  Customer Answer

  Date: 02/17/2023

  complaint ID number 18946485
  '******* *******' via Dispute Resolution - Shared Inbox <[email protected]>
  Attachments
  Feb 15, 2023, 3:47 PM (2 days ago)
  to disputeresolution
  
  
  
  To whom it may concern 
  
  I am not satisfied with the response.  As, I mentioned previously, I requested another review of the video to look specifically at the trunk.  We are aware of some damage to the lower side panel of the car and are not seeking repair to any area which had damage prior to entering the car wash. The video from the car wash clearly shows no scratches to the vehicles trunk area prior to entering the car wash.  In fact, if you slow the video speed down you can see the reflection of the operator with a white shirt on, in the trunk as the vehicle enters the car wash.  I have included pictures of the car from 12/2022 which shows the being towed and another from 1/2023 a few days prior to the car wash damage as well as an estimate for repairs to the damaged trunk. I am not satisfied with the response.  As, I mentioned previously, I requested another review of the video to look specifically at the trunk.  We are aware of some damage to the lower side panel of the car and are not seeking repair to any area which had damage prior to entering the car wash. The video from the car wash clearly shows no scratches to the vehicles trunk area prior to entering the car wash.  In fact, if you slow the video speed down you can see the reflection of the operator with a white shirt on, in the trunk as the vehicle enters the car wash.  I have included pictures of the car from 12/2022 which shows the being towed and another from 1/2023 a few days prior to the car wash damage as well as an estimate for repairs to the damaged trunk.
  
  Please see attachments
  
  Thank you
  ******* ******* *****
  ***** *****
  
  
  
  
  
  
  Sent from my iPhone

• Initial Complaint

  Date:01/28/2023

  Type:Customer Service 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 received a $8 wash at Moo Moo express on 12/29/2022. It was near closing and cars were being stacked to get everyone through the line. The biggest mistake was not checking my car before I left, but I checked it when I arrived home and wasn’t satisfied with my wash. I took a video that same day at 8:12pm; called the next day, spoke to a manger and I asked for another wash. I was told because I didn’t have a receipt I couldn’t receive a wash or refund. I asked even if I had my bank statement, she said no. I contacted Moo Moo Express Customer Service and hung up after being on hold for over 15 minutes with no response. I reached out on Facebook and was provided with a link to submit a ticket for a refund. 1/3/2023 I submitted a refund ticket. I didn’t receive a callback until 1/24/2023, I missed the call due to being at the doctors, called back and hung up after being on hold for a long time. I called the next day and spoke to a representative that explained the situation to a manager only for me to be to told I had to go BACK to Moo Moo express to get my refund because it was done at a kiosk! This is ridiculous! I wash my car at Moo Moo at least 3 times a week and have done so for years. I’ve never had a problem and I’ve been getting the run around for $8 and all I wanted was another wash. I am requesting my $8 back and will no longer be using Moo Moo express!

  Business Response

  Date: 02/02/2023

  *******, thank you for taking the time to let us know you were unhappy with your wash experience and the overall experience you have had trying to get this resolved. We sincerely apologize that you left with a less than superior wash, as a company that prides itself on customer service, it's always disappointing to hear that we miss the mark with our customers. While traditionally our staff are trained to require a receipt as proof of purchase for a rewash/refund, we will reevaluate how we can change this to minimize these issues moving forward. Since we cannot remotely refund the charge, we can send you a check for the $8. If you can send us your address to [email protected] we can get that mailed out ASAP. We have also sent over a courtesy free Crème de la Crème wash coupon as a text and email you can use at any location at any time.
  
  
  Again we are very sorry this happened and look forward to making this right and having you wash again with us!

  Customer Answer

  Date: 02/02/2023

  [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,
  
  
  
  ******* *******

• Initial Complaint

  Date:01/21/2023

  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 brought my bright red car through their car wash and when I left it had paint chips on the hood and top of my car. I immediately filed a incident report and they are refusing to accept responsibility.

  Business Response

  Date: 02/02/2023

  Can you please confirm which location you felt this incident occurred at?  Our brushes are soft foam and cannot possibly cause chips in the paint, but site location confirmation would help look into this further.

   

  Thank you - 

• Initial Complaint

  Date:01/16/2023

  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.

  Visited on December 24th to buy car wash membership for wife and son. They had problems and when I checked my credit card they had charged me for 3 instead of 2. I went back and they filed a claim, but it’s been 3 weeks and nothing has been resolved. I’ve sent an email, and nobody answers their customer service phone. I called the car wash directly, he took my information and said he’d get back with me. So far I’ve heard nothing. They overcharged me 197.94 and I’d like to get this off of my credit card. Any help you could provide would be appreciated.

  Customer Answer

  Date: 01/23/2023

  ***********************************************
  
  I am writing to thank you for accepting and acting on my claim. After I filed I heard from the business and they agreed to take care of the problem. I had also talked to my bank and they disputed the charge and took it off of my credit card. 
  Thank you again for your help in resolving this problem.
  
  ** *****
  
  Sent from Yahoo Mail for iPhone

• Initial Complaint

  Date:12/09/2022

  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've had a membership with this carwash paying $20/month for unlimited carwashes since they opened November 2021. On 12/5/22 I washed my car, and went to the bank. When I got out of my car I immediately noticed scratches the whole way around my car. I went back up to the carwash and filed an incident report. When asked if this happened before, the tenant responded "it has happened a few times." I was called back 12/9/22 stating that the claim is denied because no brushes touched my car and they wouldn't be held responsible. My car is a 2021 black Terrain GMC.

  Business Response

  Date: 12/19/2022

  Good afternoon,

  I'm sorry to hear that you have not received a response.  Can you please confirm what location this is in regards to?  We have 80 locations across several states.  Our brushes are treated to not retain any dirt and thus do not cause scratches, but if you could provide the site location I can look into this further for you.

  Customer Answer

  Date: 12/30/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I met with a site manager and am not satisfied. She again stated their equipment did not do any damage and cannot accept responsibility for damages that occurred. I am fully confident going into this wash prior, I did not have these scratches. I immediately notice them after I stepped out of vehicle. While making an incident report, I had asked if this has happened before, and the site manager has told me, "Yes, it has happened a few times in the past", As stated in initial complaint, I have had a membership for over a year with this particular site. I am not sure why all of a sudden this occurred, but it did. 

  
  
  
  Regards,
  
  
  
  ******* *****

  Business Response

  Date: 01/13/2023

  I'm sorry that we can't come to a resolution on this.  If there was something faulty with the wash to cause the scratches on your car, it would have occurred to all the other cars that washed on the day you were there.  We have closed this claim out in our system.

• Initial Complaint

  Date:11/18/2022

  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.

  10/24/22
  Went in for a carwash with my Volvo XC90. I have a membership at this carwash, which I was very happy being a member at. The car wash brushes ripped off the rear wiper and scratched my trunk lid. The manager came out and made an incident report and said to get three estimates. I took off a day of work to I get more than three estimates for them, which I emailed to them. The estimates were close to $1k but they refuse to compensate me for that. They wanted to pay for the wiper arm only. They were delaying the whole process for several weeks. to where I needed my rear wiper to see due to the poor weather conditions. Over 3 weeks and no resolution so I had installed a new wiper arm myself. By doing this, they claim I voided the incident report. I think it's completely ridiculous. I did this because it was a safety issue, I couldn't see in my rear window. I'm shocked how they handled this whole incident, especially when they admitted they caused the damages to my Volvo.

  Business Response

  Date: 12/08/2022

  Hello - the home office is looking into this complaint.  Can you please confirm which Clean Express location this claim occurred, so that I can look into the incident report?  Thank you - 

  Customer Answer

  Date: 12/08/2022

  To answer their question it was the Carnegie Ave location in Cleveland.  They filed an incident report, which I attached.

  [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: 12/29/2022

  Your manager *****/***** is the one that came out to my car when I was driving with the broken arm blade, and an incident report that he filled out.  He reviewed the video and confirmed it.  The problem is that I waited over 3 weeks w/o a rear wiper and it became a safety issue driving w/o visibility out of the rear window.  I took it to get estimates and all the shops I took it to pointed out the damage to the paint from the arm blade being torn off.  The estimates are all pretty much the same and breaks down material/parts costs.  You can see the cost of the arm/blade which are the same in the estimates.

  I look forward to hearing back and moving forward.

  [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,
  
  
  
  ***** *****

  Business Response

  Date: 01/04/2023

  We would like to offer our apologies again for the inconvenience, and authorize a payment for the estimate provided for Excalibur Auto Body.  I will contact you directly via phone and email (based on the incident report).  Thank you for your patience.

• Initial Complaint

  Date:10/18/2022

  Type:Customer Service 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.

  Since May 2022. $36/month. CLEanest Unlimited car washes. I want them to pay for the damage they caused to my car while going thru the car wash and the refund Sept-Oct monthly membership. I have a word document attached with further details on their delay and avoidance of claiming responsibility even though I have gotten their 3 required quotes with 1 from a dealership.
  On 9/7/22 the car wash removed my antenna fin cover, they had the part stuck in the machine, it is all gummed up and the inside brackets are all chipped off at different angles, meaning the entire piece needs to be replaced. They have been giving me the run around for a month, making excuses on other causes when it was clearly their car wash and no other factor, and I have proven to them their machine was the only cause to my damage. I have had to continually follow up with them for return calls, I have called corporate twice and never received any call backs. They have stated the damage may have been present prior/the car may have a defect/it is not consistent with the car wash. But my car is new, I’m the only owner, never had any damage, I went to Ford and there is no defect for that part (they stated base plate is broken off from outside influence), the car wash had the part stuck in the machine and the car wash damaged my car, they should have the video of it because they stated they reviewed the video and have never denied they saw the part come off,but they have just keep saying it might be another cause. I have been unable to get my car fixed because they won't pay after it's fixed. They have covered another customer who had the same fin cover removed, as seen on yelp, but will not cover this damage. I said if I knew their machine was incorrectly calibrated and it could damage my car I wouldn't go to them and the Area Manager said they can remove features. I said I was never advised this while signing up. He said it isn't but SOULD be part of the sign-up script
  *******************************

  Business Response

  Date: 10/19/2022

  Thank you for reaching out, we have passed along your feedback to the regional management team so they can properly look into this and reach out

  Customer Answer

  Date: 10/19/2022

  Better Business Bureau:
  
  
  
  I accept the business's response to have their regional team investigate my complaint on the damage that occurred on 9/7/22. Though the Area manager had already contacted me, was not able to resolve my issue and would not give me the contact information for corporate.
  
  Regards,
  
  
  
  ******* *******

  Customer Answer

  Date: 12/21/2022

  [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.  They have contacted me to obtain the information I attached to BBB. I have sent them all the related information/documents/photos. Just pending the company’s review and response.
  
  Regards,
  
  
  
  ******* *******

  Business Response

  Date: 12/29/2022

  We have proceeded to provide compensation for the repair to the customer's antenna and the customer was contacted directly to confirm payment was mailed.  Thank you for your patience as we work through new processes for damage claims.  

• Initial Complaint

  Date:09/28/2022

  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 9/24/22, I purchased the basic wash at this location. The dryer at the end pulled my front windshield weather stripping out. The loud noise made sounded as if the windshield/sun roof was cracking. The manager on duty at the time pressed the strip back in place. However, there was no clicking heard gauranteeing that it is properly installed. I completed an incident report and received a call from ******** stating unfortunately because their equipment was not faulty there was nothing they could do about. She reviewed the video of my arrival revealing that there was not a problem at entry. However, they do not want to take responsibility for proper repair/reinstallation of the weather strip.
  
  I am not satisfied with her response and request further review of the situation. This is not good customer service at all.

  Business Response

  Date: 09/28/2022

  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. With that said, and after careful review, we are unable to accept responsibility for something we did not cause. While we know this resolution is disappointing, we stand behind our team's review and decision. Once again, we are very sorry and understand your frustration.

• Initial Complaint

  Date:09/22/2022

  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.

  9/19/22 I took my vehicle through the Green Clean on Mercury Blvd in Hampton, VA. Went in with a small chip on the bottom of the passenger side windshield, came out the wash with the entire windshield cracked. No signs posted or FYI from the staff about the car wash not being able to accommodate vehicles with cracks or dings in the windshield. If afforded this information, I would have chosen to forgo a carwash. Put an incident report and then was told that the windshield was already like that per camera footage (LIE). Lucky for me I literally had gone to the dealership 20 minutes prior for a full state inspection and have the official documentation on the windshield and vehicle's condition on the same day. The icing on the cake was the car wash didn't even get the car clean.
  
  The manger apologized for the damage, however, refuse to accept liability. The business refuses to accept responsibility for not advising customers of this danger or risk. It also refuses to accept responsibility for the machinery using enough force to shatter the windshield to the point that it greatly altered the state of my vehicle thus altering the drivability under Va state law. Also per Virginia state law, if a business neglects to address a potentially detrimental or dangerous situation, this is NEGLIGENCE.
  
  I have photos, videos, audio recordings of all the aforementioned occurrences.

  Business Response

  Date: 09/23/2022

  Thank you for reaching out, we're very sorry to hear about your negative experience! WE have passed your information and complaint along to the proper staff and they will review this and reach out as soon as they can!

  Business Response

  Date: 10/28/2022

  We have had both are Area Manager and Regional Director try to contact Mrs. ****** about her damage on multiple occasions. Our Area Manager has told her on multiples occasions that we as a company do not take responsibility for pre existing damage. Our Regional Director has tried several times to call and speak with her regarding and they will not return his calls. We do have signs and notices at the location and online that say it is wash at your own risk with pre existing damage.