Business Profile

Car Wash

Car Wash USA Express

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

36 total complaints in the last 3 years.
2 complaints closed in the last 12 months.

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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:04/03/2025
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.
When Take 5 car wash took over from the last owner, I was never notified of a price change My debit card has been charged $39.99 per month for almost 2 years when their monthly fee is $27.00. According to their terms and conditions , customer is supposed to be notified by phone or email. Their customer support team emailed me after I complained and said they don't have to reveal about price changes. But after further review , it is stated in their terms they will notify customers.
Business Response
Date: 04/23/2025
Hello ****,

We do not automatically raise or lower your plan billing rate when a price change occurs. Per our Terms and Conditions, we are not required to notify you of changes to the plan or pricing. You have been receiving the Unlimited Plan at the level and price in effect when you signed up and accepted.
This is Take 5 Car Wash's official stance on the matter.

Thank you,
Customer Answer
Date: 04/23/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

Sincerely,

**** *****
520 ****** ******* Rd
Batesburg, SC 29006
Initial Complaint
Date:03/04/2024
Type:Product 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 first charge of $19.99 occurred on October 27, 2023 at the *********, ** location. The first wash was offered for free, so I accepted. My second visit, I paid for a single wash of $19.99. I do not recall the exact date of the second visit. However, I clarified with the attendant my interest in purchasing a single wash which she confirmed. At no time did I express interest in a membership. I've been incurring monthly charges since October 2023 with the latest charge being on February 26, 2024: a total of 5 months.I've put in a membership cancellation request via their phone number and also submitted a ticket with the manager at the *********, ** location (3/4/2024). I want the membership cancelled as well as a refund for all but one of the charges.
Business Response
Date: 03/05/2024
I wanted to inform you that your Monthly Unlimited Membership 21415+643801 has been deactivated, and your credit card will no longer be charged for renewal. I am here to assist you with processing a refund of $79.96. Unfortunately, we are unable to issue a refund to your credit card on file, the refund has been declined.

We offer two options for receiving your refund:

If you prefer to have the refund deposited directly into your account, we will need the following information:

A copy of a voided check displaying your name and bank account details. (Preferred option)
An ACH document from your bank containing your account information and name.
The following ACH Deposit information:
Bank Name:
Bank Address:
Bank account holder name (the payment must be issued to this individual):
Bank ABA routing number:
Bank account number:
This process typically takes 4-10 days.

OR

If you would like to receive a check instead, please provide us with your mailing address. This process usually takes 4-6 weeks.

I apologize for any inconvenience this may have caused, and I look forward to hearing from you soon.
Please respond to our email to you to complete this.
Customer Answer
Date: 03/05/2024
I would like to resolve this via a mailed check. The business asked me to respond to an email they supposedly sent; however, there is no email from them either in my inbox or spam folder.
Customer Answer
Date: 03/05/2024

From the CONSUMER:
Sent 3/5/2024 6:05:42 PM
Read by ******************** on 3/5/2024 6:06:44 PM
I would like to resolve this via a mailed check. The business asked me to respond to an email they supposedly sent; however, there is no email from them either in my inbox or spam folder.
From the CONSUMER:
Sent 3/5/2024 6:30:21 PM
Read by ******************** on 3/5/2024 6:31:04 PM

Complaint: 21385011

I am rejecting this response because:
Thank you for your response. However, I have not received an email from your business either in my inbox or my spam folder. Please send the email so that I can provide the information needed to process my refund.

Sincerely,

***************************
Business Response
Date: 03/08/2024
Your refund check request for $79.96 has been submitted to our corporate office for processing.
Initial Complaint
Date:01/17/2024
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.
Went to get my car washed November 14, 2023 and without my knowledge have been getting charged $33.99 every month since then (a total of three charges). When I initially got my car washed at one of their locations it had not been explained that this was going to be a monthly charge, only recently have I noticed that I'm being scammed. I have filled out a member cancellation forum using their website but have yet to hear anything back."Membership Number": 73350+921881 Location where plan was "purchased": *******************************************************************************************
Business Response
Date: 01/18/2024
Your Monthly Unlimited Membership 73350+921881 has been deactivated and your credit card will no longer be charged for renewal, however, you can still use your pass through the close of business on 2/13/2024. We hope you continue to allow us the privilege of providing you with a sparkling clean vehicle in the future. No refund was due because you notified us of cancellation less than 7 days before the billing cycle.
Initial Complaint
Date:11/22/2023
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 live in ******************** and visited the ******* area in September. I washed my vehicle at this business, while I was in town. I have been charged for what I can only assume is a monthly fee, for October and November. I did not sign up for this service. I have attempted to contact Car Wash USA several times, but I get the same auto generated responses. The charge is $34.99 per month.
Business Response
Date: 11/27/2023
Your Monthly Unlimited Membership A-MD8N7JN has been disabled and your credit card will no longer be charged for renewal. A refund of $69.98 has been processed to your credit card. Please allow 3-5 business days to see the refund on your statement.
Initial Complaint
Date:09/05/2023
Type:Service or Repair Issues
Status:
UnansweredMore 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 5, 2023,at approximately 11:35 am, I took my vehicle through the Car Wash USA Express, **** ***************, ************, **. During the car wash, the headlight washer cover on the passenger side was blown off the front bumper.Prior to leaving the car wash, I reported the incident and completed their claim report. The staffer on duty said it shouldn't be an issue getting the cover replaced since it was a factory installed item.On July 20, I learned my claim was denied due to loose or defective parts. Attached are pictures of the missing cover, the Car Wash USA Express signage prior to entering the car wash detailing what they are not responsible for, a picture of the cover is held firmly in place in the bumper with bracket arms and spring (it is not a cap that snaps into place or can be pulled off) and receipts for repairs. Since the headlight washer cover is a factory installed item, I feel Car Wash USA Express is responsible and should reimburse me for the cost of repairs, in the amount of $191.78.Thanking you in advance for your assistance and consideration concerning this matter.
Initial Complaint
Date:08/02/2023
Type:Billing 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 was given a coupon for Car Wash USA by a Take 5 employee who changed my oil. I thought it was for a free car wash. When I went to use it at Car Wash USA, an employee came up to me and said it was actually for 99 cents and that I could get free car washes for the rest of the month if I let him put a sticker on my windshield. I never returned. After a month my credit card was charged $40. I called their customer service to have this unauthorized charge refunded. They wrote back 5 days later and refused, saying that my use of the coupon meant I was signing up for a membership at a rate of $40 per month, and that it was my responsibility to cancel the membership. I never consented to this membership. Neither the coupon nor the employee made it clear to me what the terms of the coupon were. I never consented to let them store my credit card information to charge me again later.
Customer Answer
Date: 08/02/2023
Attached is my email conversation with a customer service representative regarding the unauthorized charges. She claims the words "first wash" on the coupon are a "clue" that I was signing up for a membership. This "clue" is missing some vital information. The email exchange includes an image of the coupon, which clearly does not reference a membership nor a $40 monthly charge. Companies should not be allowed to charge people without their awareness or consent. They should not be allowed to retain customers' credit card information without their consent.
Business Response
Date: 08/03/2023
Our apologies for this misunderstanding. I have refunded the $40 monthly charge. Your membership was already cancelled.
Receipt for refund attached.
Customer Answer
Date: 08/07/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

Sincerely,

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

, ** 28314
Initial Complaint
Date:07/01/2023
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 purchased a monthly car wash and they take an extra payment out within 2 weeks instead of charging me ***** a month they are double charging my card its ***** a month and in 2 weeks they charge me ***** again and they will not refund my money to my card they said thats how it works they are stealing money from their customers its $***** a month not $***** every 2 weeks
Business Response
Date: 07/05/2023
***** we sent you a message asking for more information in order to locate your account on Monday, July 3.. We have not received a reply. Please check your junk mail folder in case the message went there. The message is below.
---------------------------------------
Hello *****,

Thank you for contacting ************* Car ****************** Team. My name is ****** and it would be my pleasure to help you today!

I received the voice message that you left for us on 7/1/23. I understand that you are being billed $29.99 every 2 weeks. I am happy to look into the billing issue that you have encountered. For me to look into this matter, I will need to gather further information to locate the correct account.

Please answer the following questions:

What is the phone number you used when you signed up for your membership?
In what city and state did you purchase your pass? (not where you live, but where the car wash is located)
What name is the pass under?
What is the full Pass ID number located on the **** sticker that was placed in your windshield? This number may or may not include a plus (+) sign. You can also take a photo and attach it to this email.
Please provide me with the first five and last four digits of the credit card that is being used for your membership.
I do apologize for any inconvenience. I hope to hear back from you soon! Please respond back to me in this email thread.

After I hear back from you, I will proceed with the research on the billing matter.

It is our pleasure to serve you,
Initial Complaint
Date:06/20/2023
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.
This business stole my credit card number and has been charging me $19.99 per month without my knowledge for the past several months. I submitted multiple disputes with my credit card company and have attempted to contact this business on multiple occasions but no one has ever answered the phone. I have also left several voicemails with no return calls.
Business Response
Date: 06/20/2023
We did not "steal your credit card". How would we even do that? You purchased a monthly membership on February 10, 2023. Used it in February and March. Terms and conditions say that you must request cancellation. We have no request for cancellation by phone, email, web form, live chat or otherwise. As a courtesy I have refunded the previous month's charge, even though that is beyond our terms and conditions. Terms and Conditions may be found here: ********************************************************************;

Customer Answer
Date: 06/20/2023

Complaint: 20209688

I am rejecting this response because: A man at the car wash asked if I wanted ONE month of car washes for $19.99 in February and I said yes (sadly I only got two washes because you were conveniently closed the other five times I visited during the hours you were supposedly open).
I was NOT told I would be charged every month thereafter. Therefore, it was theft.

Sincerely,

*****************************
Business Response
Date: 06/26/2023
You signed up for a perfectly well advertised MONTHLY membership. You did not cancel. We refunded you one month as a courtesy, but you are not owed any refund. We consider this issue resolved.
Customer Answer
Date: 06/27/2023

Complaint: 20209688

I am rejecting this response because: I most certainly did not sign up for that and you absolutely do not have proof because I was not given anything to sign. An employee at the car wash stated I could get "a month of free washes" for $19.99 and I accepted. He did not state it was going to be a recurring monthly charge.

Sincerely,

*****************************
Initial Complaint
Date:05/25/2023
Type:Product 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 canceled my membership because I'm working out of the country off and on. I received a confirmation it was canceled. When I asked about the reimbursement, I was told that they tried to and my card rejected it. I received a message from ****** and asked her to call back. When I called back the lady I spoke to was rude because I would not give her my card number. Then when I asked to speak to someone else or a supervisor she told me I couldn't and hung up on me. I called back again since no one returned my call. The same lady answered the phone and basically stated she would have to send an email for someone to call me back. If they were going to assist from the get go why call and leave me a message? This is the worse customer service ever!
Business Response
Date: 06/02/2023
I have processed a refund of $39.99 back to your credit card. Please allow 3-5 business days to see that on your account. Please see the receipt attached.
Initial Complaint
Date:05/16/2023
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 purchase unlimited wash monthly ***** a month for the last month they been taking out 2 payment every month so I went talk to manager he said that the problem will be taking care of nothing has happen I need action taking own car wash USA express
Business Response
Date: 05/16/2023
Hi *****
Our customer care team has taken care of this for you by cancelling the extra account and refunding it. Thanks for bringing it to our attention.

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Car Wash USA Express is NOT a BBB Accredited Business.