Complaints

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

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Pony Express Car Wash has 5 locations, listed below.

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  Pony Express Car Wash

  3330 S Yellowstone Idaho Falls, ID 83402-4312

• 

  Pony Express Car Wash

  864 Pony Lane Blackfoot, ID 83221

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  Pony Express Car Wash

  4500 Yellowstone Ave Chubbuck, ID 83202-2412

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  Pony Express Car Wash

  325 S 25th E Idaho Falls, ID 83401

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  Pony Express Car Wash

  550 E Clark St Pocatello, ID 83204

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:01/12/2025

  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 this car wash and went in fine like normal like I always do I came out with two flat tires both on my drivers side and they refuse to give any compensation. There is marks on my tires showing that it had caught on to something in the wash. They told me there camera system was down all day which I am not sure if that is even true. So now my car is still sitting in there lot waiting for my tire person to come and get it. They called me today to say they would tow my car. This happened yesterday. Not only am I down two tires from this car wash and they refuse to accept that there wash gave them to me. But they are threatening to tow my car one day after. I tried to get in contact with some of the higher up management and they refused to give me any information on any number. So now im out of 1000$ dollars for tires and not sure if there is anything else I can do

  Business Response

  Date: 01/27/2025

  The rims as you can see have impact damage on them or as is often referred to as curb rash. The customer said the damage to the rims was pre existing. The damage to the tires is what's called an impact break. The customer at some point hit something at high speed, like a pot hole for example. This type of impact causes the inner liner to rupture which then leads to the side wall blowing out. This type of damage is impossible to cause in a car wash as the speed of travel is less than 1 mile per hour. The pictures demonstrate that the tires blew from the inside out which again is a direct result of hitting a foreign object at high speed which is what led to this type of blowout of the tires. It is unfortunate that it happened, but it is not something that occurred as a result of getting a car wash.

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22801563
  
  I am rejecting this response because:
  There has been no effort on the business end to investigate I went to the car wash with my tires fine everything was okay and came out with two flat tires on the same side. I would like to have the camera footage to show what happened in the wash but the denied me. My rims had to previous issues, neither did I say they did so Im not sure why they made that up. I have puncture marks on my tires from it scraping something inside the wash when I went into the wash I had no dents or anything or any marks of any kind. Also refusing to allow me to talk to any of their higher up managers to come to a agreement there has been no effort on their part as a business to try to resolve the issues just denial and disrespect 
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22801563
  
  I am rejecting this response because:
  There has been no effort on the business end to investigate I went to the car wash with my tires fine everything was okay and came out with two flat tires on the same side. I would like to have the camera footage to show what happened in the wash but the denied me. My rims had to previous issues, neither did I say they did so Im not sure why they made that up. I have puncture marks on my tires from it scraping something inside the wash when I went into the wash I had no dents or anything or any marks of any kind. Also refusing to allow me to talk to any of their higher up managers to come to a agreement there has been no effort on their part as a business to try to resolve the issues just denial and disrespect 
  Sincerely,
  
  ****** ******

  Business Response

  Date: 02/06/2025

  The customer stated the damage to his tires are puncture marks which indicates something entered the sidewall from the outside to the inside. The damage is in fact not puncture marks but a blowout from the inside of the tire to the outside of the sidewall. The damage is from an impact break which is caused by hitting something at high speed which ruptured the inner liner which ultimately resulted in the sidewall blowing out. The damage to these tires was not caused by a car wash. 

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22801563
  
  I am rejecting this response because the business is incorrect and not in the tire business as my family is. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:07/18/2024

  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.

  Pony express keeps billing me ***** on my credit card even though I quit as a customer in April! Charged my card repeatedly over months. I was charged ***** for a regular charge plus the extra *****/month

  Business Response

  Date: 07/19/2024

  ******,

  Thank you for bringing this issue to our attention. I am looking into the billing issue for you so we can get this resolved. Our cancellation process is generally very smooth and easy so I apologize that it has been a problem for you. 

• Initial Complaint

  Date:03/14/2024

  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 received a mailer coupon to try out the car wash. I decided to try it out on 03/11 around 3:30pm. The car wash scrubbies were so tight up against the car. You could hear it squeaking down the sides. The car came out of the car wash with a cracked /shifted bumper as well as scratches all down the sides of the vehicle.

  Business Response

  Date: 03/14/2024

  The customer has made a false accusation. The damage to her car was there before she washed and we have evidence of that on camera. There is nothing we can do to satisfy the customers request as we did not cause damage to her vehicle and we have the evidence to unequivocally prove it. 

• Initial Complaint

  Date:03/02/2024

  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 July 28th, 2023 I went to Pony Express for my occasional car wash. I usually buy the basic $9 car wash A male, very young employee who helped me with the transaction completed my purchase and then asked me if I wanted to have free, top tier car washes for 3 months by just paying a dollar extra. It sounded like an excellent deal, so I paid another $1. He gave me a receipt but I did not sign any type of contract or authorization to withdraw further money from my account in the future.He put a bar code sticker on my windshield and I enjoyed my 'free' car washes. HOWEVER, I just now realized when I reviewed my bank statements that not only did I pay $10 a month for the following two months which were supposed to be free, but the payment converted to a monthly $39.95 WITHOUT informing me and without my consent to just draw that from my account! When I contacted Pony Express they said the policy is clearly stated in several places. I responded that I'm aware of that but said that the employee who signed me up said it was a special promotion, not posted outside, that was limited for the summer, that gets me FREE car washes for 3 months, just from paying a dollar more!! He made me feel like it's my lucky day, that Pony Express is really amazing and I told all my friends about it. I feel terrible!!! I hope nobody else fell victim to this scheme! I feel that I have been tricked and been taken advantage of. When I contacted Pony Express they agreed to refund $39.95 but not the rest saying I used the car wash several times each month.My kids just came back once in a while and every time they got there, the tag would scan and it would open up to them without giving them the chance to pay, so they went through without thinking about it or mentioning it to me!! That's why it took so long for me to discover this recurrent fraudulent charge.I requested a refund of all the unauthorized charges which are a total of $259.70, but I only received $39.95. Please help!

  Business Response

  Date: 03/12/2024

  We did run a sale as the customer described. It was explicitly advertised as a 3 month promotion for $10 after which it would resume at regular membership prices. You could not even sign up for the membership without accessing several screens on the point of sale machine that clearly outlined the details of the promotion. At the conclusion of the transaction a receipt was also printed with more details regarding the promotion. We did our very best to educate the customers on what they were purchasing. There is nothing about it that was a scam. Our regular monthly prices for unlimited car washes ranges from $19.95 to $39.95 per month. with regular prices for a single wash ranging from $9 to $19 the regular priced unlimited plan is already a bargain. All of our monthly plans are a no contract commitment. Customers are welcome to cancel at any time. The customer clearly stated that she knew the $10 per month price was for 3 months. If she was unaware of the promotion why did she continue washing her vehicle using her membership long after the 3 months were over? She used her membership on average 4 times per month which is a retail value of $76 if you paid for each wash individually. Now after she has used the services for months and months she wants to be refunded for services that she already took advantage of? The terms of our promotion were very clear, it was for 3 months as the customer confirmed she was aware of. At the conclusion of 3 months the plan would renew at regular club price unless the customer opted to cancel. The customer did not cancel their membership and continued washing their car multiple times per month every month after the introductory period was over. Once the customer notified us that she wanted to cancel her membership that was completed for her.

  Customer Answer

  Date: 03/19/2024

  The response I received from the business totally disregarded the circumstances I described and pretended like I couldn't read and should have been aware. There has been no apology or concession, let alone a refund. I'm not happy about that but don't know what to do. They emailed me that a manager would call me but that never happened. I would have appreciated the opportunity to talk to someone in person.

• Initial Complaint

  Date:09/22/2023

  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.

  Today 9/22/2023 we had 40 dollars go from our account. A few months back we had purchased an unlimited wash package for $30 for 3 months (10 a month). After 3 months it would go to 20, fair deal. Today we see that 40 had gone. Then when you go and call them about it they rudely give you the run around about how there's a minimum time until it renews that you can cancel and after that there's nothing they can do. when we called to see why all this is happening, we ask why we were lied to then we got rudely interrupted with a "have a nice weekend" then got hung up on. I'm not the only person to have this issue from what I found. There's a good amount of poor reviews for the business but they ignore them and praise the positive ones. There's reports of the business scratching cars, talking bad about customers with them being able to hear it and employees laughing in customers face when the wash breaks something. Not to mention all the reports of the wash not even working that well, which they also don't fix. Management is unprofessional. ******* the manager has yelled that he "doesn't have time for this" when he got a complaint of the wash damaging a customers car. There are loads of 1 star reviews but it looks like they don't reflect at all in the star rating on ****** as the counter shows a single 1 star review, my own when I've seen over 15 easily.

  Business Response

  Date: 09/26/2023

  I have investigated the claim from Mr. ************************** None of my staff seems to have knowledge of the experience that has been described. If this was the case, we are sincerely sorry because that is not how we want our staff treating our customers. I have included a snapshot of the agreement referenced in the complaint. I believe it was signed by his spouse but is the receipt from the original transaction with Mr. ******* name printed on the receipt.  In the auto recharge authorization form it is very clear that the customer is required to cancel 7 days in advance of the recharge date. This give us as the business one full week to ensure that the new charge is not processed. The authorization form also states that the original pricing would be 3 months at $10 each month then after the trial period would be charged at $39.95 and every month after until the customer cancelled the authorization. I guess I do not understand where we miscommunicated with the transaction. Every customer is given a copy of the receipt I have included as an attachment when they subscribe with us to ensure they have the information they need to understand how our billing process works and what to do should they need to cancel. 

• Initial Complaint

  Date:11/04/2022

  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 Oct 28 2022 I went to this car wash to get my truck washed while going through the wash I watched multiple vehicles get hit by a mud flap bar when they got the wash stopped and removed the bar there was still debri in the brush when they started the wash back up the debri struck my hood, windshield and roof the MudFlap bar had also struck my grille causing damage after getting out of the wash I went into the office to fill out a claim and was told that the manager was in the hospital due to medical reasons and that I would be contacted ASAP Ive tried calling them multiple times with no resolution to repairing my vehicle the one time I did get a hold of someone (*******) had explained to me that the owners are waiting on claim numbers from there insurance and no other info could be provided it has now been a week with my damaged vehicle with no call, txt or email from them

  Business Response

  Date: 11/10/2022

  We understand anytime there is an issue such as this it is a frustrating situation and quick resolution is always our goal. In this situation we immediately turned this over to the insurance companies involved. The insurance companies will go through and do their independent investigation into what occurred and we do not have any involvement in that process or the resolution thereof. We are confident in those companies that they will resolve this situation for the customer, unfortunately we do not have any control over the process or speeding it up.