Complaints
This profile includes complaints for Crew Carwash, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 89 total complaints in the last 3 years.
- 30 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/11/2025
Type: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 very unpleasant situation occurred: my husband arrived and said that he wanted to order an unlimited car wash for a month - that is, pay once and wash the car for a whole month. The employee took the money, issued a receipt, the husband washed the car and went home. He arrived a few days later to wash the car again, but was told that he had paid for a one-time car wash. My husband said that he wanted an unlimited car wash, to which he was told that he was allowed to wash the car right now, and then call customer support and solve it. We tried to call customer support, but nothing worked out. A few days later, my husband and I arrived together and I went to find out what was going on. To which the employee replied that there had been a mistake on their part, that they had mistakenly done a one-time car wash instead of an unlimited one. He also said that I now need to re-pay with a car wash card, and he will register the car in the system and give me the money for the first erroneous car wash. But after the payment, he did not return anything to me, I was stupidly deceived. I am now demanding a refund for both the original car wash and the car wash that I paid for the second time, as my nerves were very much frayed, we were misled, and we had to drive several times. As compensation, I ask you to wash the car during the period set and paid for by me for 1. I attach a receipt for the car wash that I paid for the second time, since the first receipt was taken from my husband and not returned when he came to wash the car for the second time. As a result, $52.34 ($26.17 for the first cash payment and $26.17 for the second card payment)
Business Response
Date: 02/11/2025
Our response is attached.
Initial Complaint
Date:02/09/2025
Type: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 recently went through the Crew Carwash in ***********. I have previously had issues in the past where the car wash has either bent or broken my car's antenna. This occurrence, the car wash had completely torn my antenna (and housing) from the vehicle, snapping the steel bolt attaching it to my vehicle. Before going through the car wash, the antenna was fully in tact. When I went through the car wash, I witnessed the antenna break off my vehicle, and checked after the wash to confirm.I spoke with a manager who directed me to fill out an incident report that would be sent to the Head office.The response I received from the company was that they deem the damage to have not been caused by their car wash, despite the fact that it was in fact, the car wash. I outlined to them that there is no other force that could sheer an entire steel bolt from my vehicle. It wasn't the wind, and it was the car wash.Their response was that since they have not seen this exact issue happen in the past, that they are certain that it was not their car wash that caused this damage. A company who's headquarters are hundreds of miles away from the location of the complaint, has deemed themselves not liable.I spent just about $100 and an afternoon repairing my ********** issue is not about the exact location, ***********, as they were very forthcoming to help. It is also not about the $100 and an afternoon, which is only a minor inconvenience. My issue is the lack of responsibility the company has taken with this particular incident, and their unwillingness to help a loyal customer of 5 years with an incredibly minor cost to be incurred by their large business.Business Response
Date: 02/10/2025
Our response is attached.Customer Answer
Date: 02/10/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.
Assuming the business follows through on their end of the response. I am satisfied.Regards,
**** ****
Initial Complaint
Date:02/04/2025
Type: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.
Dear Better Business Bureau,I am submitting a formal complaint against Crew Carwash regarding damage to my vehicle that occurred at their ************, IN location (******************************************************************) on January 27, 2025. Despite bringing this matter to their attention immediately and providing evidence, they have refused to take responsibility for the damage.Details of the Incident:I visited Crew Carwash (************ location) on January 27, 2025, with my 2019 Dodge Charger, which was in pristine condition prior to the wash.During the drying stage, I felt something rub against my left wheels and immediately suspected damage.Upon exiting the wash, I inspected my vehicle and discovered visible damage to my rim.I immediately reported this to the on-duty manager, *****, who acknowledged and saw the damage firsthand.I have before-and-after photos clearly showing that my rim was undamaged prior to my visit.Crew Carwashs head office Response:They denied responsibility, stating that their equipment does not cause this type of damage.Their reasoning was that since no other customers reported similar damage, they believe their equipment was not at ******** someone who personally manages a helpdesk, I find this reasoning flawedjust because other customers didnt experience the same issue does not mean their equipment didnt cause damage in my case.Requested Resolution:I am seeking a full reimbursement for the cost of repairing or replacing my damaged rim, which costs approximately $300 for a direct replacement.I have attached all relevant photos, documentation, and correspondence to support my claim. I appreciate the BBBs assistance in facilitating a fair resolution.Business Response
Date: 02/12/2025
Our response is attached.Initial Complaint
Date:01/28/2025
Type: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 1/11/2025 7:35am I used the car wash on witch I do on the daily witch the car wash ripped a piece of my car bumper off I then filed a claim thru the company at witch time that I had to return to the site to on January 16th to ask about a update at witch time I found out ***** the original filing manger never filed my claim and just to come find out that he filed out the paper work but failed to file them correctly he did state he seen the part on my car the. Last time used. The company has failed to acknowledge there mistake and refuse to fix my carBusiness Response
Date: 02/03/2025
We've attached pictures showing this part was already missing/damaged before the car wash.
Best regards,
Crew Carwash, Inc.
Customer Answer
Date: 02/03/2025
The business not once emailed me I had to call them to find out they feel that there equipment wouldnt of did that and there denied my claim so I stated how do I appeal this bc I left my apartment approx a mile away when I left the house the part was still on the vehicle when I got back home got ready for work noticed it was missing ***** there manger at the time stated it looks like it was on before going in and the past time stamp the part was on the vehicle as wellCustomer Answer
Date: 02/04/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]The business not once emailed me I had to call them to find out they feel that there equipment wouldnt of did that and there denied my claim so I stated how do I appeal this bc I left my apartment approx a mile away when I left the house the part was still on the vehicle when I got back home got ready for work noticed it was missing ***** there manger at the time stated it looks like it was on before going in and the past time stamp the part was on the vehicle as well
Regards,
******* *******Initial Complaint
Date:01/14/2025
Type: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 Sunday morning, December 22, 2024 at 9:20am, I paid Crew Carwash $24.00 to receive an "ultimate" carwash. After processing my payment, the service person marks the code across my windshield in large bold markings, making it difficult to see and obstructing my view as I proceeded to car wash entry. My vehicle, a 2019 Chevrolet Malibu was aligned on the metal track as directed by the second service person. There appeared to be a malfunction or miss alignment as my vehicle did not move on the track and was stalled until the service person, viewed the screen and punched something on their monitor. A lot "clank" sound was made and my vehicle begin to move into the car wash bay. Upon exiting the car wash, I noticed water droplets on side windows making it difficult for me to view my outside rear view mirrors. I continued from the car wash lot onto street and at the first intersection ************ and **************, I was stopped by the stop light. The sun shined across my windshield revealing a center crack which proceeded 50% vertically down the glass. I immediately returned to the location, and reported the incident to the Operations Manager that was there. After several minutes she claimed she viewed photos and she stated "the crack was already there". That is ABSOLUTELY NOT TRUE, I informed her. Then she proceeds to give me a form to fill out to file a claim. I filled out the form, never received a call back or an update on the status of claim. When I called, after the holidays, I was informed the claim was denied because of temperature changes can cause glass to crack. Absolutely ridiculous scripted excuse to not take ownership of the damage they caused.Business Response
Date: 01/15/2025
Our response is attached.Initial Complaint
Date:01/10/2025
Type: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.
We have been with crew car wash for years and my husband has a monthly membership. I had recent body work done on my car and after I used the crew car wash in ************** ******* on 1/6/2024 I noticed paint was chipped off of my hood and was not there prior to washing my car there. I would like my damages repaired as I stated I have just gotten body work done plus paint. Do the right thing and hold yourself accountable for the damage done to my car. Denying my claim is pretty crazy to me, especially when I noticed immediately. I also want to state that your car wash never really cleans anything and leaves things spotty and streaky. Do better.. your customers deserve that much.Business Response
Date: 01/10/2025
Our response is attached.Customer Answer
Date: 01/10/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
***** *******Initial Complaint
Date:01/08/2025
Type: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 got a car wash on 12/23/2024. The car wash cracked my windshield down the center. Support team has been completely ignoring me at this point and are denying responsibility. Pictures were taken by an employee and I filled out a form. Video and image evidence shows there was no damage to my windshield glass before entering the car wash. Signs posted mention you are not liable if there is already damage to windshield glass and that does not apply to my situation since i went in the car wash with no damage, then came out of the car wash with a crack down the middle of my windshield. Your cameras captured my truck entering (damage free) then exiting (crack in windshield) luckily i have video evidence of this since i took an instagram video during the wash and saved it. I want my windshield replaced and to discuss this with the CEO, ******* J. ****. Incident Report # R85714 Location: ************************************ Manager's name: ****Business Response
Date: 01/09/2025
Response attachedCustomer Answer
Date: 01/09/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I am not satisfied with the sign they claim they have posted. The sign posted at the ************ location does say they are liable for cracked windshields as long as they are not previously defected or damaged. The image tries to claim there was a previous defect on my windshield, however, it just shows dirty gunk attached to my windshield hence the reason for my car wash. There was no prior cracks or damage in my windshield.The image of the sign they attached is not from the ************ location they are blatantly and erroneously lying in their response. I can prove it by going over there and taking a picture of the real sign.
Regards,
****** *********Business Response
Date: 01/10/2025
Please see attachment.Customer Answer
Date: 01/13/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I would like the business to settle with a compensation claim of $250 to go towards replacing my windshield.Regards,
****** *********Business Response
Date: 02/03/2025
Response attached.Initial Complaint
Date:01/02/2025
Type: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.
Broken windshield after going through there car wash and an incident report was filed right after the wash with the manager. I was contacted by email from corporate stating it wasn't there fault. I know for a fact there were no blemishes or anything wrong with my windshield before I entered.Business Response
Date: 01/02/2025
Our response is attached. Thank you.Customer Answer
Date: 01/03/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I've got pictures of the car before the wash too. Also that is the double sided sticky that's on the back of the rear view mirror. I want something out of this or I'll make sure my attorney files and we go to small claims court. Also I never seen any signs stating any of the descriptions they have in there pictures.
Regards,
***** ******Business Response
Date: 01/06/2025
Response attachedCustomer Answer
Date: 01/06/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Ill again note if you look at the pictures that they're showing it is the pictures after the wash where it was cracked. Before the wash there was just the double sided sticky that has a bubble in it from the rear view mirror being mounted. Under any circumstances me nor any of my family will be back to the location bc they're a joke. Any damages done on anyone's vehicle they should be held accountable for. It happened at there wash location therefore it's there fault. That's why they have liability insurance to cover instances like these. You've lost and will continue to lose customers after this.
[Provide details of why you are not satisfied with this resolution.]
Regards,
***** ******Initial Complaint
Date:12/19/2024
Type: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 December 12th I purchased a subscription plan to crew car wash for $39.99 a month. My first time using the car wash, while going through the first half, the overhead brushes started to wash the front hood of the car, and something hit my windshield and cracked the windshield. I immediately upon exiting the car wash notified the manager and filled out an incident report. I then was met with a denial letter by the company due to them saying that there had to be a prior imperfection because there is no way the car wash could crack the windshield as it did. I know for a fact there was not a crack before. When I reached out to the customer service team to dispute their decision I was met with nothing but grief. It is very sad to see a multi- million business not take accountability for their responsibilities. It is also sad to see that this is the main complaint on the BBB yet they still have an a+ rating.Business Response
Date: 12/24/2024
Our response is attached.Customer Answer
Date: 12/24/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
***** KeyInitial Complaint
Date:11/13/2024
Type: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 her 2020 ***** CRV-EX to Crew Carwash on Oct. 22, 2024 and while in the car when it was going through the wash area the overhead brush that washes the roof of the car came down and cracked the front windshield. The staff at the car wash accepted no responsibily for damaging the windshield and instead blamed the damage on an existing imperfection in the glass and said the windshield was of inferior quality. Crew Carwash customer service refused to do anything to fix the problem so left us holding the bag if you will.Business Response
Date: 11/15/2024
Our response is attached.
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