Complaints

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:03/13/2023

  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.

  I have been an unlimited car wash customer for many years. The car wash was through Goo Goo Express but last year became Take 5. I pay $44.95 for the first vehicle then $20.00 each for 2 additional vehicles. My total monthly bill is $84.95. The car wash is supposed to be open 8AM-8PM in the summer and close at 7PM in the winter. Sunday hours are reduced. If the weather is really bad, they will also close which is acceptable. The car wash however is always closed. Every time I go there they are closed in the middle of the day when its sunny and warm. My truck went over two months without getting washed. Finally I drove by on Saturday 2/25 at 2:45 PM under sunny skies and warm and ran through. Literally in the middle of my vacuuming they shut the sweepers off and left. I only got half my truck swept. My third vehicle hasnt been washed in 3 months. My main vehicle has gotten an average of 1 wash per month. I have complained multiple times to the folks working at the car wash. There have been a variety of excuses but mainly seems to be a staffing issue. I asked for the manager whom is never available. I contacted the corporate office at ************ on March 1st and spoke to ******** who assured me she would have the district manager call me. She also emailed me Reference # ****** and shared the site managers name is ***************** and phone number is ************. I cannot reach him and the district manager has never called me. I called the corporate number again on March 3rd and a gentleman intentionally hung up on me. I called back and was on hold for awhile then dumped into a generic voicemail. I left a message and no one has called me back.

  Business Response

  Date: 03/13/2023

  ******,

  Unfortunately we did go through a period of short staffing and the site was not being look over properly by the DM. Site staff has been retrained and some replaced. We have since corrected this with a new District Manager in place and will maintain to be open and operating during our posted hours. I will be reaching out to you tomorrow and will talk through ways that we can rectify this. The service that was previously happening is unacceptable and not our brand standards. However, I will reiterate that with the new staff and management we have in place you will definitely notice the difference and we would appreciate you coming back and visiting the location. 

  Customer Answer

  Date: 04/10/2023

  Good Afternoon, 
  
  I would like to add to my case the following response to the merchants response:
  
  As of April 6, 2023 I continue to be billed by the Goo Goo Car Wash (Take 5). No one from the business has contacted me. I have reached out to my bank now to dispute the charges. I attempted to call customer service yet again but couldn't reach anyone. I have reached out to my bank now to dispute the charges.
  
  
  -- 
  Thank You!
  
  -*********************-
  

  
  

  
  Complaint: 19582062
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/14/2023

  ******, at no time did you request that we cancel your pass. All you did was give us feedback on the operations of the car wash.  I have now terminated your Family plan as requested here n the BBB complaint.  

   

  All the best

• Initial Complaint

  Date:03/13/2023

  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.

  I was charged $44.99 for a monthly pass, from Feb.2022-Feb. 2023, which I did not sign up for, nor did I ever use. On Jan. 21, 2022, I went through the car wash and was charged $25.00. After that I was charged $44.99/month. I did not sign up for this service. On 2/25/23, **** finally cancelled the service. I created a ticket (#******) to have this taken care of with customer service. No one contacted me. I was charged $584.87 for one year, for a service I did not sign up for, nor did I ever use. At the time, Feb. 2022 the business was GooGoo Car wash. Now it is called Take 5 Car wash.

  Business Response

  Date: 03/13/2023

  We contacted you on February 27 as follows:

   
  Your Monthly Unlimited Membership ********* has been deactivated and your credit card will no longer be charged for renewal, however you can still use your pass through close of business on 3/15/2023. We hope you continue to allow us the privilege of providing you with a sparkling clean vehicle in the future.

  The Terms and Conditions of our Unlimited Memberships are available on our web site and were also available when you signed up.  *********** at the car wash referring to memberships, both when it was Goo Goo and as Take 5 stat they are monthly, meaning they are charged monthly. 
  

  No refund is due because of non-use, as in any subscription service. You first contacted us on February 25, 2023 (a Saturday) and we cancelled the following business day in accordance with those Terms and Conditions. 

   

   

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19586210
  
  I am rejecting this response because:I am owed a refund of $584.87. I never agreed or signed up for this service.  I never used the service, yet they continued to charge me for one year.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/13/2023

  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.

  I took my car to the Take 5 Car Wash (formally GooGoo Car Wash) and one of the machines tore my front right bumper up, causing it to go under my car. Once I exited the car wash and proceeded to the top part of the vacuum and drying area, I noticed that my car was dragging something. Another customer stopped me and stated that my bumper was under my car. When I got out of the car, part of my bumper was indeed under my car. I went to the office and let the workers know that my car was damaged and can't be driven. When I talked to the manager, *****, a few days later, he stated that it looked as if I had previous damage as well as looked like it had been put back together, and the car wash wouldn't be taking responsibility for the damages. I then went to the establishment and canceled my membership as well as asked for the video to the incident that occurred on February 5th. I was shown the video and was able to record it. The video clearly shows that one of the machines tore my car up. I called the District Manager, ***, and he refused to acknowledge any responsibility. My insurance company is trying to seek money for the damages and was sent pictures of the damage along with the video. My car now has been taken to a collision shop to be fixed and I have to pay a deductible for something that clearly wasn't my fault. I have been going to that car wash for about 15 years and had a membership with them for about 3 years, in which $29 was deducted from my account each month for my membership. This is my second car that I have taken through that particular car wash on a regular basis. All I ask if that Goo Goo Car Wash or Take 5 Car Wash take full responsibility for their negligence as well as the damage to my vehicle.

  Business Response

  Date: 03/24/2023

  We will not cover the damage due to previous damage .  The part of the car that is in question was held on by double sided tape.  We cannot not be responsible for a part of the vehicle that is not properly repaired.  This was explained to her.

• Initial Complaint

  Date:03/10/2023

  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 February 11th, 2023 at approximately 10am (cst), I visited the Coast Car (A ************* Car Wash) at *********************************************************** (Store 538 - Waukesha-Arcadian). While in the wash, my car was damaged. That same day (after I noticed the damage, I returned to the was and filed a damage claim on my car (2016 White ******* Panamera S) with an employee named *****. He told me he would pass it along to his General Manager named *******. After not receiving any communication for over 2 weeks, I stopped back in and spoke with another employee. The employee called the ** and told me my claim was being looked at. Now after a month, I have still not been contacted by anyone from the business on my claim. I would like the damage on my vehicle repaired.

  Business Response

  Date: 03/22/2023

  Good ******** Mr. ******** I am sorry to hear of your recent experience and I apologize that no one got back to you. My name ********************* I am the District manager for Take 5 Car Wash, Let me do some digging to track down that incident claim. I will be reaching out today to make contact with you on the claim. Thank you!

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19579485
  
  I am rejecting this response because:

   

  I appreciate the response, however no one has still yet to get back to me. The incident happened on 2/11 and still no one has contacted me.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/28/2023

  Hi, ******. I do apologize for the delay. I am sending you over a new incident form. please fill it out and email it back with the estimates, when you can. I am very sorry for our failure to reach out in a reasonable time. Moving forward our team will be much better with issues like this.

  Customer Answer

  Date: 04/07/2023

   
  Complaint: 19579485
  
  I am rejecting this response because: I never received a new complaint form. I submitted the complaint form I received with the estimate of the damage on 3/30. The representative that is working with me has been prompt and professional and I appreciate that. After submitting my claim to him, He stated he submitted my claim but I have yet to hear anything back. If there was a new form or process for me to complete, I never received it.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/02/2023

  We have been in contact and you have filled in the requested paperwork to process your claim

  Thanks

• Initial Complaint

  Date:03/03/2023

  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.

  at the beginning of the month for both February and March, I was charged ***** for services in a state in which I no longer reside in. I have brought this issue up to them before and they said that they would resolve it. I am unable to reach them because they dont answer phones for whatever reason. but I am ultimately paying the price for it. This is wrong. My purchase came from the take 5 car wash off of ***********. in ******, ********, in the middle of downtown.40$ have been wrongfully taken from me

  Business Response

  Date: 03/06/2023

  Sir, we have no contacts from you in ************* either by your email or phone listed here on this complaint.

   

  What is the location of your membership (city and state)?

   

  I'll be more than happy to assist you. 

• Initial Complaint

  Date:03/01/2023

  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.

  I went to wash my car February 28th 639pm. I got 3 dollars worth of tokens and then I put 6 coins in the wash to spray my truck off. The spray never turned on. Then in small print the sign says do not put more than 5 coins in machine or it wont turn on . I didnt see it but there is no button to get my coins back. So I went to vacuum and out 4 coins in the machine like the sign says and it doesnt cut on. I just lost 3 bucks in coins and no way to get them back. The number goes to a dialer so there is no way to contact the owner to get my money back .. stay away from this wash

  Business Response

  Date: 03/01/2023

  Please let us know the address of the car wash you visited.  Our car washes are almost exclusively express car washes and not self-service. 

• Initial Complaint

  Date:02/23/2023

  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.

  I purchased a one-month membership to GooGoo car wash. The company charges my ***'s Mastercard every single month $19.99 without my card or my permission. I've called many, many ************ countless emails trying to get them to stop charging me & reimburse me for those charges. I got an email from ************** yesterday that another charge was made on 2/21/2023. This has been going on since November.

  Business Response

  Date: 02/24/2023

  Your Monthly Unlimited Membership #********* has been deactivated and your credit card will no longer be charged for renewal. I would be happy to process a refund for the amount of $59.97. Our payment system does not allow for refund via credit card. 

   

  We've requested information regarding how to process this refund from our ************* agent.

   

• Initial Complaint

  Date:02/20/2023

  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.

  My Wife took the truck to get a wash and my driver-side mirror was ripped off.I took a picture and showed it to the manager and he said his wash did not do it that it was dry rotted and when the wife told him to show hier the rot he said nothing and took a picture and gave her the company info and left.

  Business Response

  Date: 02/21/2023

  The site manager has denied this claim due to loose or faulty parts. That determination was made on-site and is final. 

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 19433565
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 02/27/2023

  The car wash ripped my driver side mirror off and the manager said it had to be dry **** so my wife said look at it and show me the **** and he said nothing but to keep from paying he told the company it was dry rotten.I am sending pictures of the mirror and the company that fixed it saying there is no **** on my mirror.

  Business Response

  Date: 03/03/2023

  We understand you don't agree.  We are denying the claim.

  Customer Answer

  Date: 03/03/2023

   
  Complaint: 19433565
  
  I am rejecting this response because:I know and they know that they broke my mirror.I sent you the bill from the repair shop saying no rot what else do you need.The manager said it was dry rot the reason it broke OK i sent you pictures of the mirror and the bill from the company that repaired the mirror and they said no rot.I do not know what else show of tell you to make you see they are lying.
  
  Sincerely,
  
  ***************************

• 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.

  I never signed up for any car wash service and only purchased a single wash. I was then informed at the time of service I purchased a reoccurring monthly charge of $39.99 for car washes. I was in a time crunch and decided to leave at the time of service and try to handle the issue from home. After repeated calls and chats, I was able to cancel my service in January. Even after I changed my card number, somehow the business was able to charge another monthly fee just a couple of days ago. This will be charge number 4 of $39.99! When I finally got through to someone this morning they said they would take my complaint and someone will get back to me. Not feeling confident that my issue will get resolved. I just want my $159.96 back!

  Business Response

  Date: 02/17/2023

  ****,

  Our apologies for the inconvenience.  

  Looking at our customer care records, I see your first call was ******* 16th, 4 days after your charge on ******* 12th. I have attached a screenshot of all the contacts we have received from you, including the dates. 

  You admit the on-going charges were due to a time crunch on your end that caused you to not cancel on-site the day you knew you were erroneously signed up.

  I am happy to terminate your pass and provide a refund for ******* and for February in the amount of $79.98 back to your credit card ending in 9977.

   

  Customer Answer

  Date: 02/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** De *******

• Initial Complaint

  Date:02/14/2023

  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.

  The Complaint is in regards to a car wash membership at Take 5 in ********. The car wash was Goo-Goo car wash for many years and the billing is still under that name. One day it just sort of changed over without notice to us The membership can be cancelled anytime, if not the credit card will be charged ***** each month. This is one of those never ending monthly scam charges that cant get canceled. I cancelled my membership via email and IN PERSON in November. The gentleman behind counter assured me and confirmed it was cancelled but did seem like he didnt want to be bothered and he only did a quick computer check. A few weeks later I was still charged in December 10 and I was again charged in January 10. I called and spoke over the phone to ******* about these non authorized charges since I cancelled my membership (numerous times) She said they made a mistake and didnt look at the whole computer screen and just noticed an old car cancelled account so they didnt take the time to look at the whole screen and they made a mistake. She confirmed that the last time I used the wash was Dec 3 and should be given a refund. But, she also didnt want to deal with helping me so she told me to email another guy at another company to chase a refund. That was a *********************** at driven brands- whatever that is. He NEVER replied, of course. So now we have Goo-Goo car wash under billing and Take 5 (physical car wash now ) and a *********************** All so shady and unprofessional. I wrote a review on ****** and they replied to email another address and they would make it right . No response AGAIN. So I know its not a lot of money 80 bucks but its really the principal that they can get away with charging people after cancelling and it all adds up. I am overseas and its just not fair what they are doing. I know Im not the only one as ****** said she was told to send the other people to ********** in the end it shouldnt be my job to chase . Still nothing resolved.

  Business Response

  Date: 02/14/2023

  ******, We apologize for the delay.  ***************** has sent an email requesting information to process the refund for you.