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Business Profile

Car Wash

Crew Carwash, Inc.

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Crew Carwash, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Crew Carwash, Inc. has 58 locations, listed below.

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    Customer Complaints Summary

    • 92 total complaints in the last 3 years.
    • 35 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/04/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Complaint Against Crew Car Wash Reason: Requesting Refund for Vacuum Overcharge I am filing this complaint to request a refund for a vacuum service at Crew Car Wash that did not work. I was charged nearly $5 for the vacuum, but it was not functioning properly. When I informed the attendant, he admitted that the vacuum had been having issues for some time.Although I was given a free car wash and a free vacuum voucher as a courtesy, I believe I am still entitled to a refund for the vacuum charge, as the service was not provided as promised.I respectfully request that Crew Car Wash issue a refund for the amount I was charged for the non-working vacuum.Thank you for your attention to this matter.Sincerely,******** *******

      Business Response

      Date: 04/04/2025

      Unfortunately, vacuum issues can happen from time to time and we apologize for the inconvenience. I'm also sorry our attempt to remedy the situation by providing a free carwash and free vacuum was not sufficient. Please provide proof of payment and we will refund the $5 back to the card that was used. 

      Best regards,

      Crew Carwash, Inc. 

      Customer Answer

      Date: 04/04/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response will resolve my complaint once they refund my money. 

      Regards,

      ******** *******

      Customer Answer

      Date: 04/04/2025

      Attached is a bank statement showing the charge amount and the date as requested by crew car wash. 

    • Initial Complaint

      Date:03/26/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 would like to complaint about the Crew car wash team member. Location is ***********************************. The young man guided me onto the ******* bell. He didn't do the job correctly. He guided me till my car hit the side of the convey bell. I checked my car rim. It caused two scratch on my car rim. It should not happen if the young man did the job correctly. ***** is operation manager told me the name of young man is added to the claim #R88838. I asked for the name of young man to put in the claim. ***** doesn't give the name of the young man.

      Business Response

      Date: 04/07/2025

      Our response is attached.

      Thank you,

      Crew Carwash

      Customer Answer

      Date: 04/09/2025

      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. 

      [Provide details of why you are not satisfied with this resolution.]

      Regards,

      ******* *****

    • Initial Complaint

      Date:03/20/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 through the car wash, and the car wash stopped right in the middle of the washing my car. When I came out of the car wash, then my turn signal light cover on my mirror was broken.I filed a claim with crew car wash, and they tried to tell me that there was already prior damage. I have dated pictures of my car that I submitted to my insurance a week prior when I added rental reimbursement. My clip was not broken.I went to go file a claim with my insurance, but the insurance said that it could affect my next policy. This has resulted in now almost a week and a half that I have not been able to take my car through the car wash thatI pay for every month now I have to go purchase a clip for my turn signal on my near myself in order to prevent any damage That could happen

      Business Response

      Date: 04/01/2025

      Our response is attached.

    • Initial Complaint

      Date:03/20/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Took my car thru the car wash. The car wash tore off my tail light. I have a 2007 ******** CTS with the FE3 suspension. I have put over $7000 in the past year into this car. They refuse to pay for the damage done by their carwash because my car is over 15 years old. They need to be held responsible for the damages

      Business Response

      Date: 04/01/2025

      Our response is attached.

    • Initial Complaint

      Date:03/17/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      3-11-25 Damaged license plate light assembly.Filed a complaint with manager on site.Have not been contacted about fixing the damage

      Business Response

      Date: 03/24/2025

      Please see the attached email we sent to Mr. ****** on 3.15.2025.

    • Initial Complaint

      Date:03/12/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 through the car wash and began hearing violent pounding on the side of my door. Not thinking anything of it I proceeded to leave. I came out to my vehicle the following day to check it and there were scrapes deep all along the side of the vehicle. Crew carwash claims this was not there doing without provided video evidence to show it was not them.

      Business Response

      Date: 03/24/2025

      This has been addressed with our customer.

      Thank you,

      ********************** 

      Customer Answer

      Date: 03/25/2025

      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.

      they helped me resolve the issue and in fact was not crew car wash I apologize for the previous actions pursued. 


      Regards,

      ****** ********

    • Initial Complaint

      Date:03/07/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 going through their automatic carwash when our car suddenly came off the rollers/track and smashed into a metal pole. We were also hit by the car behind us that continued to move forward.After the incident I reviewed the video footage with the site manager and he assured me he saw nothing wrong with what we did (no braking, no turning of the wheel, etc). He said corportate customer service would cover the damages.Customer service did contact us 5 days later and denied any responsibility saying it was the car's alignment. I had the alignment checked at our dealership and it came back fine. Looking at other ****** and ******** reviews reveals many other customers that are having the same issue.

      Business Response

      Date: 03/24/2025

      This has been addressed. 

      Thank you,

      Crew Carwash, Inc. 

    • Initial Complaint

      Date:02/11/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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:Service or Repair Issues
      Status:
      Resolved
      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:Service or Repair Issues
      Status:
      Resolved
      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. 

    Crew Carwash, Inc. is BBB Accredited.

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