Complaints

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

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White Water Express Car Wash has 29 locations, listed below.

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  White Water Express Car Wash

  106 Vintage Park Blvd, #100 Houston, TX 77070

• 

  White Water Express Car Wash

  28342 NW Freeway Cypress, TX 77433

• 

  White Water Express Car Wash

  3900 Red Bank Blvd Cincinnati, OH 45227

• 

  White Water Express Car Wash

  1100 S Erie Blvd Hamilton, OH 45011

• 

  White Water Express Car Wash

  11130 Hamilton Ave Cincinnati, OH 45231

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:02/03/2024

  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 Feb 3rd, 1:30 pm CST. I went White waters express car wash in ******, for a car wash. When the employee there wash my rear window, I saw him broke my wiper arm, he realized it, adjusted it back and pretend nothing happened. After the car wash I went to their office, told the manager about this issue. The manager pretended that he fixed it for me, but actually no, and he knows that the arm is completely damaged when he pretended to fix. I then come back to the office, they told me they will not cover damages on wiper and this is the rule they wrote outside. I have been subscribing their services for more than one year, but they treat me so rude. I cancelled my subscription, and told the customers outside, that ******************************************** have this rule of not covering car damages they made. White waters then asked me to leave. My key has low battery and I was not able to start my car, the employee then threatened me saying they will call police. I was annoyed so I waited there for police. I explained police what happened and left. I want people in this area get warned about such rules that business set. The business made damages but theyre not paying for it just because they claimed they do not cover. I hope the business could take the responsibility and pay for my car fix fees.

• Initial Complaint

  Date:01/30/2024

  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.

  1/22/2024 I would like to share my experience with this company called White water express carwash beavercreek ohio Bellow I've attached my story I am a frequent customer and membership holder at the Colonel ***** location. I haven't had a problem until now. Monday 1/22 @3:43 pm, I came to the car wash to wash my new vehicle which I just took delivery barely a week ago. Upon inspecting after, I noticed a long scratch located on the driver side beginning at the start of my truck bed which continues near the end. I immediately notified the attendant who came to inspect the damage as well. He gathered all of my information, the vehicle information, as well as images of the damage. No one has contacted me nor responded to my communications I received a call from the store manager where he stated headquarters denied my claim because my truck is "too old" and the scratch was probably done at the body shop and the brushes "only brought it to the surface."I went to the store immediately. I am not only seeking restitution for my over $2,000 repair, I want others to beware as this business does not want to fix damages they knowingly cause to people's vehicle. And they lie about it.

• Initial Complaint

  Date:01/18/2024

  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.

  i have a brand new car that was in an accident & was just fixed. new body parts & paint. took my car to this wash & the brushes have dramatically damaged the paint and plastic panels leaving scratches that can only be fixed by replacing the plastic panels & doing a paint correction on the rest. their car wash is the only one ive ever used with that car since i live in the apartments right in front of the business & got the car new since ive lived there. i also have had a monthly membership for a very long time. *** given the business since the 7th to contact me and let me know how they are going to take care of it, as well as providing them proof my body parts are new with fresh paint. i have no heard back at all and ive had to call to see when ill hear back. their carwash dramatically damaged my taillights and made them look as if they were sanded down.

• Initial Complaint

  Date:01/16/2024

  Type:Product 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.

  I used this car wash 12/19/2023. While drying my vehicle, I noticed damage to the front passenger side of my vehicle. Large scratches that all run parallel to each other. I immediately filed a claim with the company. They took pictures, took my information and informed me they’d review the video and contact me within 72 hours. I received a phone call on 12/27 stating they’d reviewed the video, determined the damage was preexisting and no further action would be taken.
  
  I went back to the carwash and requested to see the video myself. They refused. They claim it’s corporate policy to only release the video to my insurance company. The damage is not worth filing a claim for-which would ultimately cost me a deductible and drive up my rate.
  
  This company knows the damage was caused by their machine and they are using every loophole available to them to prevent having to pay for their damages.

• Initial Complaint

  Date:01/04/2024

  Type:Product 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.

  I went to get my car washed and was charged $16.99 on March 18th, 2022. My card was kept on file and I was charged reoccurring payments without my authorization from the dates March 18th, 2022 to December 18th, 2023. This was only supposed to be a single carwash.
  
  I reached out to corporate on January 3rd, 2023 and was unable to speak with a representative. I then reached out to the Manor store and spoke to the manager Sam. He confirmed that it was a mistake on their part and that I was only supposed to be charged once.
  
  My name, number, and vehicle was not on file. **** ** **** ******* **** ********* ** **** ********* *** ****** ******* I have not received any receipts, emails, or any information about this subscription. I only discovered this because I ********** * ********* *** and saw it on my reoccurring payments. I have the charges listed on my bank account for year 2023 however I'm unable to provide receipts for the year 2022 because my bank statements don't go that far back and I never received actual receipts from the business. The store manager did confirm that the charges started on March 18th, 2022.
  
  He told me there was nothing they could do because I didn't catch it sooner.
  
  I have been charged $16.99 from March 18th, 2022 to December 18th, 2023 without me authorizing this. This is 22 months worth of charges.
  
  I am embarrassed that I didn't realize I was being charged for this long but I think this business was in the wrong for keeping my card information on file and charging it without me knowing or authorizing these charges.

• Initial Complaint

  Date:01/04/2024

  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.

  Ive been using the monthly service since 2017. Ive washed my car there at least once a week for the last six years. I have an unlimited plan that cost me $32.99 a month.

  Customer Answer

  Date: 01/08/2024

  I have been a member of White water car wash since mid 2017, but that is before they purchased it. They have had ownership for the last two years or better. I was in the car wash in mid August and during the wash at the very end, a panel that drys the car caught my antenna and broke it off. It also caused damage to the paint job where my antenna was. I drove back around to the entrance and explained what it happened. The general manager of the store ****** went inside the car wash and retrieved my broken antenna. He knew that I had been on a pay by month plan since the car wash opened in 2016. He took a picture of my Vin number of my truck and said he would order an antenna. He stated that I should call him back at the end of the week which I did and there was no answer. This played out over 2 1/2 months of them not answering back because his phone did not have voicemail set up on it. I continue to use the wash and ask every time that I was in there , if he was there so I can get my antenna fixed. I called up there one day and was told that he had been transferred to a store in ********** and I talked to the new general manager ***** ******. He stated that policy posted outside of the car wash stated that they were not responsible for damages and would not replace the antenna. I called the company headquarters in ******* ***** and received a call back from the area manager **** over the ********* location. **** stated that if I brought the truck up there on that Saturday he would be there and take care of the problem. It was the first Saturday in December and they would replace the antenna. I told him that I would not be available that Saturday that I would be out of town and he said to come sometime the following week so they could replace it. I came up there on a Thursday to get it replaced and ***** ****** was there in charge and told me that they would not fix it and that his boss that said he would fix it was let go from the company. I asked him to email his new boss and tell him that I was going to report them to the Better Business Bureau for bad practices. Concerning customer relations about fixing my antenna. I never heard back from them and prior to me going up there on that Thursday I had cancel my membership with them. The people in charge of this company cannot be trusted to live up to what they promised to do as far as replacing my antenna and the damage to  the paint where the antenna broke off. Ive been in that car wash over the years at least 300 times and have never had damage done to my car. All that I want is my antenna replaced and I want the paint fixed where the antenna was broken off and chipped the paint. If they do that, I will withdraw the complaint otherwise I want the complaint to go through and add that they are practicing bad business. They didnt have any trouble taking my $32.99 a month all those years. They should at least live up to their word and replace my antenna and the chipped paint. I am very disappointed in the way I was treated, especially by ***** ******. He did not seem to care whether I ever came back or not. I believe this company is practicing bad consumer relations, and doesnt care about the customers at all. if you need anything further from me, please dont hesitate to call. Thank you for your help in this matter, ****** ******** ************. 

• Initial Complaint

  Date:12/15/2023

  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.

  This car wash broke my side view mirror while inside their washing machine. The attendant refused to pay for repair. They asked me to run around and get estimates which I did and then refused to pay. It was reviewed in camera footage clearly that the mirror broke inside the wash. Please help.

• Initial Complaint

  Date:12/13/2023

  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.

  I had a monthly contract for unlimited car washes for 3 cars 2 at 26.99 one at 19.99. Two vehicles are a 2019 Honda Accord Hybrid Touring 1 white 1 silver otherwise identical. The wash plan included tire shine. There is a device that applies the tire shine on each side vehicle located near the end of the car wash tunnel mounted at ground level that makes contact with the vehicle and horizontal brush applies the tire shine to each tire .On this tire shine apparatus there a hard that surface that contacts the vehicle before and after the tire a horizontal brush that applied tire shine to the tire. This device has applied scratches to both vehicles in the same location driver’s side on lower body panel just before rear tire. I found the same damage in the same location on both vehicles. The damage was reported to Whitewater and claims ***** and ***** was filed on 9/28/23 for both 2019 Honda Accords both vehicles were inspected and photos taken for claims at Whitewater Car Wash and submitted for review . My Email phone number were provided for contact. I did not receive a response or acknowledgement that claim had been received or was under review. I called Whitewater Corporate on 10/18 and 10/20 did not receive a response. I stopped using car wash had not received any correspondence so I stopped by on 11/02/23.I inquired about the claim and talked to the manager on duty and was informed that my claim was denied because I made a claim before. I verbally disputed and conveyed that no claim has ever been submitted however I did have concern about my 2019 black Accord but no claim was filed. However Mr. Rickey was not interested therefore I canceled all 3 accounts. After he process cancelation he threw my card on the counter after I politely passed it to him. Mr. Rickey is very unprofessional and refuses to listen and will talk right over a customer. Mr. Rickey refused to give me his last name I informed him I would litigate he told me good luck with that.

• Initial Complaint

  Date:12/08/2023

  Type:Product 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.

  In March of 2023 my husband went to Whitewater Car Wash in East Houston and purchased what he thought was a one month membership. An friendly attendant help him. He took the credit card and set him up a monthly recurring charge of $39.99 which we unknowingly paid for - for the next 8 months. The company refuses to refund our money. This is not an uncommon business practice for them. I'm seriously considering small claims court! ***********************************************************************************************************

• Initial Complaint

  Date:10/05/2022

  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 wife's car was damaged in the during a car wash in the month of August. We went back and filed an incident report on the 16th of August. We received a response from the company on August 30th stating to get three quotes and to email or drop them off by the store. We received all three quotes by the 22nd of September as the quotes could only be done by appointment and we took the dates that were available. We emailed the quotes to ** **** ***** and he stated they would revise them and get them back to us on Tuesday (this was the 24th). I heard nothing from them so I decided to email ** **** ***** on the October 4th and the same day i made the inquiry he responded that the ticket was closed because the ticket was not resolved within 30 days. I have a couple of issues with this, #1 Your initial response was almost two weeks after the incident report was filed. #2 You responded to our email from the 22nd ( 5 days after said "ticket closer) and stated that we would be contacted for a resolution on that Tuesday. Any clarification or rectification will be greatly appreciated on this manner.