Business Profile

Car Wash

Zips Car Wash

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

721 total complaints in the last 3 years.
97 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:03/13/2025
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.
A **** employee talked me into a $25 subscription that includes three washes. That was that. There was no discussion about the subscription automatically renewing after three washes I just reviewed my bank statement and it looks like I was charged for another subscription that had automatically renewed. I spoke with a supervisor who said they could not doing anything about the charge. This is a very successful chain that makes plenty of money by their customers. Failure to having the fee reversed is very poor on their part. They need to train their employees better so that they do not continue to victimize their customers.
Business Response
Date: 03/13/2025
Hello *******!

I see you had purchased the buy one month and get two months free membership promotion.

With a Zips Car Wash unlimited wash club you can wash your vehicle as often as you need with a limit of two washes per day. There is not a limit of three washes only, and we apologize for the misunderstanding.

Your membership shows it will be good to use through 04/11/25, and will expire on April 12th. We encourage you to use your membership as much as you need till it expires.

Best ****************************************************
Initial Complaint
Date:03/12/2025
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 have a membership with Zips Car Wash, which offered a three-month promotion with a 50% discount on a $22.50 fee. After the promotional period, customers are charged $45 without their consent. My account was put on inactive status, and I contacted Zips Car Wash multiple times to request they not charge my account the $45. Despite this, they charged my account anyway.The issue to the billing department, but they informed me they cannot issue a refund. Zips Car Wash did not make any attempt to notify me that my promotional offer was about to expire, which would have allowed me to decide whether I wanted to continue the membership. Instead, they charged my card without my consent.I am requesting assistance in getting my money refunded.
Business Response
Date: 03/13/2025
Hello Oluwatosin!

We see as of today you have been issued a refund of $45. You should have an update in your email.

Please keep in mind that cancellation requests must be made at least seven days prior to the bill due date. When you sign up for a membership online, on the app, or at the car wash directly, the Terms&Conditions, as well as cancellation policy, are available to read on the agreement you sign. You may also check the Terms&Conditions online at ****************************.

We welcome you to contact our team any time if you have questions about your membership and billing.

Best ****************************************************
Initial Complaint
Date:03/11/2025
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.
On January 24 I stopped a zips car wash, swiped my card for the $30 wash and then an employee approached me with an iPad and said the kiosk wasnt working. So I swiped again and also signed up for a membership and the charge for the membership and car wash would be $22.50. I immediately looked at my bank account and I had been charged both the $30 and $22.50. I told the employee and she gave me a business card to contact the main office for a refund. I called and was referred back to the local business office. Everytime I call the business number it rolls over to a national office. They then contact the local office. I have sent screen shots of the charges and 2 additional emails with no response. I have stopped by the office but no one could help me. I have not used the car wash since but have been charged another $22.50. At this point Id like all funds refunded and my account closed.
Business Response
Date: 03/12/2025
Hello *****!

Our apologies for delay.
We received confirmation from the car wash manager that this had been resolved to your satisfaction.

If there is anything else we may do to assist you, please reach out.

Best ****************************************************
Customer Answer
Date: 03/14/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:02/25/2025
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 Zip Car Wash 8/23/24 and bought 3 months of car washes for *****. I was told it would end 11/23/24.Zip Car Wash continued to debit my account Dec, Jan, and Feb. I did not approve that and was not told this would happen. I have not been there since before 11/23/24.Zip Car Wash refused to refund my money.They will only email me and said my request was closed.I think they are scammers.I hope you can help me.Thank you ****** *****
Business Response
Date: 03/13/2025
Hello ******!

Our records show the membership agreement was provided to you. This agreement states you are authorizing Zips Car Wash to debit the card you provided each month, unless you request to cancel.
The agreement also states that you are enrolling into a promotional offer, and will be billed standard pricing once the promotion has ended.
Cancellation requests must be made at least seven days prior to the bill renewal date you wish to not pay.

We will not be able to issue a refund due to the cancellation policy having not been followed.

With that being said, we are committed to trying to provide a fair resolution, and provide excellent customer service. We understand your frustration and would like to offer something in exchange for your experience.
I see a member of our team offered to either give you a free month of the membership, or provide another three month promotional offer, however we did not hear back from you. If you would like to go over these options, please let us know, or you may reply to ****** on your ticket from 02/25/25.

Best Regards,

Zips Car Wash Customer Care
Initial Complaint
Date:02/25/2025
Type:Product 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 cancelled my monthly subscription at JetBrite carwash on Feb. 9, 2025. On February 14, 2025, I redeemed points through the JetBrite carwash app for a free wash. Upon pulling up to the carwash, the camera read my plates, and the arms lifted for me to pass. Inside the carwash, I noticed the light indicator letting you know the wash package you selected, was incorrect. Upon arriving home, I looked through the app and it appeared the coupon was not used, but was not sure because it was the first time I redeemed my points. However on Monday, 2/24/25, I noticed a $20 charge on my bank account from ********. I called promptly, and was told if I was aware that when you pull up to the carwash, it unpauses your plan. How in the world would I know that? I informed the young lady that there is no verbiage of any sort at the ******* location, nor the website. She asked me how I would like to proceed, and even offered some incentives to keep my plan active. I told her I would like a refund, and do not wish to continue with this plan until 3/24/25. I even offered to have her deduct my point for the carwash I used. She told me she would forward my situation, and I would hear back. I went back later to look through the website to locate the information about unpausing a membership if you pull up to the carwash. There is none that I could find. I received an email on 2/25/25 stating I would not be getting a refund, but my membership would be extended to 3/24/25. I replied by stating that I went in to redeem a FREE carwash and left with a $20 charge. There are no signs that state your membership is reactivated by simply pulling up to the carwash. This company needs to make adjustments to how people who have had memberships, can redeem points, without getting their plan reactivated. This is such a deceitful business practice.
Business Response
Date: 03/13/2025
Hello ******!

Thank you for reaching out with your concerns.

We see you had handled this issue through your bank and it appears a credit was already provided to you through your bank's dispute process.

If you have anymore questions or need additional assistance, please do not hesitate to reach out.

Best ****************************************************
Customer Answer
Date: 03/13/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:02/13/2025
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 had a three month free car wash member with Zips in 2023. It ended, and I paid for a month. In October 2023, I attempted to cancel the membership and got the runaround and was charged again. After working with the customer service, I was assured it was cancelled and I didn't think anymore of it.Recently I found out they did not stop charging my cred card, and have been charging me up this month. I contacted their customer support and received the the typical runaround messages, but eventually was contacted by an ****** who refunded only six months ~$288 of charges, and refused to refund the remainder. Zips charged me for unwanted services for over a year and refuses to make it right.
Business Response
Date: 02/18/2025
Hello ******!

I understand you're unsatisfied with your refund amount. We will not be able to grant you the amount you are requesting due to the length of time that has passed before we were contacted about your membership concerns.

Our team was able to refund the membership fees from August to January.

We honor you as our customer and hope you will continue to do business with us.

Best ****************************************************
Customer Answer
Date: 02/18/2025
I am rejecting this response because:
It does not resolve the underlying issue. I should have never been charged after my initial request to end the membership in 2023. I had to contact them multiple times to cancel, was told canceling was not possible at a given point in the month, and that "next" month it would be cancelled.
If they cannot refund via the credit card, they can mail me a check. Their behavior, in indicating that my membership has been cancelled, then continuing to bill me, borders on fraud. As a consumer, it's a reasonable expectation for billing to cease after multiple requests.
Business Response
Date: 02/24/2025
Hello ******!

We understand your frustration but we will not be able to grant the full amount you are requesting.

Our team has issued the max that can be refunded for this issue.

If you need any additional assistance, we invite you to contact our team directly as well.

Best ****************************************************
Customer Answer
Date: 02/24/2025
I am rejecting this response because:
Unacceptable. There is absolutely no reason I can't be refunded the full amount. I don't care about any made-up 'policy'. You charged me for unwanted services.
I asked to be cancelled and Zips did not honor that request, in fact, I had to ask for the cancellation multiple times, due to some runaround about billing cycles or some similar made up excuse.
Zips can make this right, or Zips can spend multiple amounts of what they owe me in court.
It's not even a lot of money, it's the principle. I told Zips to stop billing me, and they did not.
I did not use their services while they continued to bill me.
Initial Complaint
Date:02/07/2025
Type:Order 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 car wash automatically signed up my 17 year old for a monthly car wash membership without parental consent in January 2024. He didnt want it and didnt use it and didnt understand it was monthly. Just went for a single wash. I discovered this when I took a new car (same tags), and they told me I had a membership. They refuse to refund stating what the contract states. I told them the cant go into a contract with a 17 year old, it is null and void. Refused to give me a copy of the signed contract or any other contact information
Business Response
Date: 02/12/2025
Hello Kat,

I wanted to personally thank you for reaching out to ** regarding your refund request. Your communication is important to us, and we appreciate the opportunity to address your concerns.

Unfortunately, we are unable to issue a refund at this time due to our company policy. In your case, your refund request has been denied because the service has been used beyond the eligible period for a refund. The last car wash redemption was made 02/02/25. However, we want to reassure you the service has been canceled and there will be no further billing for this membership.

Please understand that according to our policies, any cancellation requests, including refund requests, must have no usage to be considered for a refund. Plan changes and cancellation requests must be made to customer service at least seven days prior to the bill due date.

We sincerely apologize for any inconvenience this may cause and appreciate your understanding in this matter.

If you have any further questions or concerns, please do not hesitate to contact us. Your satisfaction is important to us, and we are here to assist you in any way we can. We value your feedback and are committed to improving our services based on your experience.

Thank you once again for your understanding and for giving us the opportunity to address this. We truly appreciate your support and look forward to serving you better in the future.

Best regards,

Zips Car Wash Customer Experience Team
Customer Answer
Date: 02/12/2025
I am rejecting this response because: You cannot go into a legal agreement with a minor in **. 2/2/25 was the date that I discovered that you illegally put my 17 year old into a car wash. I went to get a wash with a car that license plate, I didn't have to pay and the guy waived me through. I said, I didn't pay, and he said, it's because you have a "membership". That is where we got to where we are today. I am happy to pay for the car wash that I used on 2/22/25. But I want a refund for the rest. Your company policy cannot supercede the law. I would like a copy of the contract as well as the local contact for your company.
Initial Complaint
Date:02/06/2025
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.
Went to get a one time wash 1-5-2025 Charged again 2-5-25 Called customer service and was told I had a membership Was emailed a document to confirm if the signature on it was mine Confirmed that it was not my signature Was told that the membership that I never signed up for will be cancelled Was also told that the second charge will not be refunded and that I can go in for unlimited car washes until March 5 My complaint and sole purpose of this report: unlawfully forging my signature to a binding contract and requesting for a refund
Business Response
Date: 02/12/2025
Hello *******!

I hope this message finds you well. I have some great news for you! I have successfully processed a refund of $13.19 to your **** Card. Please allow up to seven business days for the refund to be posted to your account, as processing times can vary depending on your bank.

I understand that dealing with refunds can sometimes be a bit of a hassle, so I wanted to ensure you have all the necessary information. If you notice any delays or have any concerns during this period, please feel free to reach out to me directly. I'm here to assist you and make this process as seamless as possible.

Thank you for your patience and understanding. If theres anything else you need or if you have any questions, dont hesitate to contact me. Im always here to help.

Wishing you a fantastic day!

Warm regards,

Zips Car Wash *************
Customer Answer
Date: 02/12/2025
I am rejecting this response because: There is no solution or explanation in their response back to me in regards to their employee forging my signature. What steps are they taking about illegally forging signatures. Is the employee being held accountable in any way? I will accept the response from the business when they can provide me an explanation about their next steps with said employee.
Initial Complaint
Date:02/04/2025
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 January 28, 2025, we took our 2021 ***** Suburban to Zips Car Wash and paid for a car wash. After exiting the wash, we did not immediately notice any damage. We then went to *******, which is in the same parking lot. After finishing our shopping, we came out and saw the damage to our vehicle.We immediately returned to Zips Car Wash to report the issue. They filed a claim at that time. However, they are now denying our claim, stating that the paint was already compromised.We believe this decision is unfair, as the damage was only noticed after the wash and was reported immediately. We are seeking a resolution to this matter and request that Zips Car Wash take responsibility for the damage caused.
Business Response
Date: 02/05/2025
Hello *****!

We appreciate your feedback and understand your disappointment in this determination.
If you have any questions or concerns about your claim, you may respond to the determination within your claim portal.

We would also encourage you to reach out to your insurance provider as they would be better equipped to handle this issue with you.

Best ****************************************************
Customer Answer
Date: 02/12/2025
Hi,

Ive attempted to reach out through the ***** portal but havent t received a response. Ive sent two messages, and now when I try to access the portal, the link appears to be broken.

Could you confirm whether my messages were received and advise on the best way to follow up? I'd appreciate any assistance in resolving this.

Looking forward to your response.

Thanks, *****
Initial Complaint
Date:02/03/2025
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.
On 2/1/25 at5:53p.m., I purchased a car wash at Zips on ******************************. They advertise free vacuum service with paid washes. At 5:57 p. m. I pulled to a vacuum area only to find that they were turned off. The attendant informed me that they turn them off one hour before closing. If this is the policy, customers should be informed that vacuums would not be available after certain hours. If this is the case, I still had three minutes to use the vacuums. I do not think this is a fair practice and I also think it is false advertising. I will attempt to contact their corporate office to file an official complaint.
Business Response
Date: 02/24/2025
Hello *****!

We are sorry to hear you did not have the best experience with Zips Car Wash!

We are unable to issue a refund for the retail wash. That would need to be completed by the manager, and it is up to their discretion.

What we can do is give you a credit for a new wash. To do this, you may sign up for the Zips Car Wash mobile app. Once you have an account on the app, we can provide a credit to you.

If you have anymore questions or concerns, please feel free to reach out to our team directly!

Best ****************************************************

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Zips Car Wash is NOT a BBB Accredited Business.