ComplaintsforTake 5 Car Wash

• Initial Complaint

  09/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a $10 car wash on October 28, 2023 at CAR ******** #*** in *******, **. My credit card has been charged MONTHLY (November 28, 2023 through August 28, 2023) for a $19.99 car wash subscription I never agreed to purchase. I have emailed the company three times and I havent heard back from them. I even contacted the manager of the car wash and she said I need to contact headquarters, because this location doesnt have an owner. Its been very frustrating. This place is a scam. Unfortunately this has happened to other people as well. Its all over social media.

  Business response

  09/09/2024

  ***** our first contact from you was on Tuesday September 3, 2024 at which time you notified us that you no longer wanted your membership. Our terms and conditions say you can cancel at any time. We promptly cancelled your membership and, even though our Terms and Conditions do not allow for a refund, we refunded you 3 months of your subscription. I you had notified us of a billing issue we certainly would have cancelled before this. You say you never agreed to a membership, but accepted a $10 promotional introductory membership.  We feel that our refund was more than fair. 

  Customer response

  09/09/2024

   I am rejecting this response because:

  I didnt contact you to cancel my membership. I contacted you because I never agreed to a membership. You say I accepted a $10 promotional introductory membership, but you are wrong. I purchased a $10 car wash, which is COMPLETELY DIFFERENT on November 28, 2023. That wasnt a promotion, it was a car wash service I did purchase with my credit card. My credit card information was taken and afterwards I was charged MONTHLY (November 28, 2023 through August 28, 2023) for a $19.99 car wash subscription I NEVER agreed to purchase. That is 10 months I was falsely charged. I dont have a sticker on my cars windshield and I never signed/received a contract. You say I was refunded 3 months of my subscription but I have not received the refund. I need my money back, I need all of it.
  I would like you to take a look on ******** and see how many people are complaining about this SAME ISSUE (see pictures attached, and I have more pictures) How can you say this is FAIR? This is completely unfair, its also unethical and fraudulent. 

  Business response

  09/12/2024

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

  We apologize that you did not receive the refund we processed earlier. Thank you for providing information to process your refund by Check. We have processed a refund for the amount of $199.90

   

  Thank you,

  Customer response

  09/12/2024

   
  Better Business Bureau:
  

  The business Take 5 Car Wash has emailed me saying they will issue me a refund check for $199.90. According to their email it will take 4-6 weeks to process.
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me as long as I receive the check for $199.90 within the time frame they have stated.

  Thank you,

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

  
  

• Initial Complaint

  08/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a membership with Take 5 Car wash at $29.95 per month. I cancelled the membership in December 2023 and have not used their services since. Despite of cancelling in December they continue to charge me. I have spoken to the on site manager (****) twice and he sent an email to his District Manager requesting resolution by refund. The third time I went to see **** was August 9, 2024 as I was still being charged (8 months since cancelling. **** gave me the District Managers name and email ( ********************* - **************************************** I emailed her on August 12, ************************************************ resolution. It appears they have no intention of refunding my money or resolving this issue and they clearly intend to continue stealing my money even though *** personally tried to resolve it.

  Business response

  09/03/2024

  Hi, We have sent you requests for information without reply. The first RFID number sent in by the Site Manager on your behalf has not been active since December and the second one we found has not been active for a decade. Please provide to our agent the last 4 digits of the billing credit card to ************************.  Thanks

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $***** for a car wash that is supposed to include free vacuums. Out of a bank of 20+ vacuums none had anywhere near the amount of auction needed to actually vacuum. I went and asked the attendant and he told me there was damage to the system and two of the vacuumed were working. I tried the vacuum her indicated and it had very little real suction so I went back and asked for a refund and was given a card with an email and a website that didnt work - a customer care bot indicated Ibwoukd be connected to a customer care agar t which did not happen. ************* is lacking - if the vacuums have $20,000 worth of damage there should be signs indicating they arent available. The one that had any suction at all was less than half strength of vacuums at other locations. The argument that the vacuums are free isnt rally valid - the car wash itself is more expensive than other locations. Ive never used Take5 before and I wont be using them again. II just wanted my ***** back so I could go somewhere with real vacuums without having to pay for 2 car washes. I waited for a customer care agent online for 7 minutes. I no longer have the receipt because I threw out trash before Inrealized the vacuums didnt work.

  Business response

  08/30/2024

  We apologize for our vacuum system not being up to our standards. Vacuums are a courtesy and not part of the car wash itself, similar to our free-to-use glass and interior cleaners. We have notified our maintenance team and they will be up and running normally shortly. 

   

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went on website to request cancelation of membership on Aug 19. 2024. It said I would receive e mail to verify cancelation. I was never given a pass code at our car wash. They used license plate recognition. On August 22, 2024, the usual $39.99 was drafted from my account. I understand a processing period, but I do expect a response from the company to verify cancelation. There is no available number to talk to an actual person to resolve this problem. I am canceling membership because lack of business actually working. My car never gets clean, and the vacuums have been out of service for at least a month. Tired of paying for something that is far from adequate. Enough is enough. It shouldn't be this difficult to cancel a membership.

  Business response

  08/30/2024

  Checking our online portal your cancellation did go through. Please see the attached. Thank you

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went online somewhere around the 1-2 week of August and canceled my membership online with Take 5, at the end of the online transaction it tells you that you will receive an email once the membership is canceled. I never received an email. On the 17th of August the $39.99 came out for the membership. We went to the car wash two times this date in attempt to ensure the membership was canceled and we were refunded. ***********************, an employee at the ********* location took our pass and informed us she was off Monday and Tuesday would message me on ******** once she got it taken care of. Tuesday came around and I never heard from *****. Wednesday I messaged her to see what she had found out. She informed me she can not do anything with the refund but ensured me the membership was canceled and told me to email this email for refund and that she put a request in as well. After many back and fourth messages with **** through email we have gotten nowhere. **** claims my pass was used after the 17th so no refund is due. ***** from Take 5 took my pass on the 17th so this is impossible unless someone from there has used my pass? So now they have charged me a month for a membership I have no access to and apparently someone is using? Is this not considered theft? This company by far has the worst customer service I have ever experienced.

  Business response

  08/27/2024

  ***********************, I have refunded **** the $39.99 requested. Thanks!

  Customer response

  08/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  08/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I authorized ONE MONTH car wash on 7/23/23 for $0.99 for the first month then $16.99 for following months. I was told I could cancel anytime. The car wash was new and I was told they didnt have the ability to give me a receipt because they were new and their card reader was not completely installed. I paid with my *********** debit card. I tried to use the car wash 2 -3 times that month and the sticker I was given for my car wouldnt scan. I went into the store and reported that the sticker wouldnt scan. I told the clerk I wanted to cancel any future monthly membership. I was still within the $.99 month timeframe when I cancelled. ****** told me it was cancelled and again, I was told the internet service wasnt completed so he couldnt print an invoice. I was diagnosed with cancer during that time and I havent been keeping up with my bank transactions due to my cancer treatments and poor health. A relative was helping me this week to get my finances back in order and discovered that Take Five Car Wash has been debiting my acct for $39.99 monthly since July 2023, totaling $559.86. I have not EVER authorized this transaction and I spoke with Take Five manager in person and was told he couldnt do anything to help me have my money reimbursed. My health is poor and Im only working 1-2 days a month because of my health and I cant afford this loss. My budget is so tight, I would never authorize a car wash monthly charge and I only drive my car 1-2 monthly. It stays parked and Im driven to my treatments by my friend and relative because Im too sick to drive after my treatments. Please help me have this money reimbursed to me. Every ***** counts for me. I already contacted Chase **** and they have canceled my debit card to stop any future charges. They are only allowed to go back and reimburse for a 60 day period, which is why Im reporting to BBB. I dont have any receipts or paperwork to offer since no contract was every agreed upon or signed. Thank you.

  Business response

  08/30/2024

  *****, 
  
  Thank you for contacting the Take 5 Car Wash ************* Team. My name is ******* and it would be my pleasure to help you today!
  
  Your Monthly Unlimited Membership 93153+855094 has been disabled and your credit card will no longer be charged for renewal. A refund of $519.87 has been processed to your credit card. Please allow 3-5 business days to see the refund on your statement.
  
  We hope you continue to allow us the privilege of providing you with a sparkling clean vehicle in the future.

   

   

  Best regards, 

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

  Southwest Supervisor, Customer Service

  Customer response

  08/31/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. I was offered to receive the refund of $ ****** by way of electronic bank or postal mail and I chose postal mail to be delivered within 4-6 weeks. Should I close this complaint now or wait until the funds arrive?
  
  Thank you. 
  

• Initial Complaint

  08/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On August 12, 2024 I went to Take 5 Express car wash. I went through the tunnel and got my car washed. At the end, the blowers were so strong that both the covers from my rear view mirrors were blown off the car and cracking after landing. I got out and retrieved the covers. I took them in to the front office to show what happened to my brand new car rear view mirrors covers. I was told that this happens all the time to Rav 4's and I could order new ones from Amazon. This car was just purchased and my expectations are that a sign be posted or a warning of some kind be posted before allowing a driver enter their wind tunnel/car wash IF they know their system frequently damages certain cars. Take 5 car wash would give me no contact information for any manager or general manager or even a complaint department phone number. I completed all of the damage report and was told 'they'll contact you.' This event happened at 9:00am and no one has made any effort throughout the day to remedy any problems, concerns or offer assistance with repairs.

  Business response

  08/22/2024

  Yes, I had let this customer know that the damage claim would be denied due to the fact that no other mirrors or mirror covers had been taken off that day or even that week. I let the customer know that 2024 ****** ***** seem to have some kind of defect in their mirror cover. It is my experience that on these vehicles, the mirror covers will pop off very easy. had it been equipment malfunction multiple mirrors would have came off that day or even week, air pressure in our Tunnel is fine on the wraps, and no other vehicles were damaged leading me to know that it was not an equipment malfunction that caused this just a faulty mirror cover on these RAV4s.
  Damage claim was put in this day and customers told by myself that it would be denied due to it, not being an equipment error. A

  Customer response

  08/22/2024

   
  I am rejecting this response because:

  This response is a lie. Never once was I told that my claim would be denied. I have never spoken to anyone, since the incident, about this matter. No one from Take 5 who I would have expected to reach out by now (general manager, owner, company representative) have responded to my emails or phone calls to deny my claim or discuss this matter with me. I filed the damage claim with an attendant on duty. He did not report to that he specializes in Rav 4 Adventure series car models. 
  I chose Take 5 for its touchless car was design to avoid damages, scratches, etc. In fact, this was not the first touchless car was that I had taken my car to since purchasing the car in July 2024. No damage happened at these car washes but DID happen at Take 5. 
  One car wash attended claiming he told me NO on my damage claim (which he did not say) should not have any impact on my actual $144.18 repair cost and ultimate claim. 
  For documentation purposes, I witnessed multiple broken parts laying shattered on the ground just outside of the car wash/blower tunnel when I got out to retrieve my broken shattered car parts to my car. This is clear evidence that my car is not the only car being damaged at this car wash- My Rav 4 does not stand alone; like is being suggested by this non expert.
  Take 5 blowers are evidently too strong and causing damage to, what I can only imagine, multiple types of automobiles. 
  Take 5 should absolutely be responsible for the $144.18 it cost to repair my car visibly damaged by this one location and this one car wash. 

  
  

  Business response

  08/27/2024

  Just want to clarify we are not a touch-less car wash and you stated you went to a touch-less car wash . 
  

  I believe this is a defect in this particular vehicle we have not had issues with other cars . This particular day we washed over 400 cars and only has issues with this vehicle and our blowers are set at the same speed as every car wash in our company . 

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July 2024, I took my F350 through the Ozark Take5 car wash. On this day, something broke the passenger rear rain rail corner cap. I filed a complaint by paper with the supervisor on duty that day. ***** later after multiple follow up attempts to contact, the District Manager called me to advise their insurance company denied the claim because "there is no evidence the piece was not already loose." I explained the cap was under tension and if loose or broken, it would have been raised off the roof line. The DM said he did not see it raised in the video upon entry; however, the claim was still denied because he could not see how his equipment caused it. After a long conversation, the DM agreed the video showed no "visible" damage as I entered the wash but the cap was indeed standing up as I exited.I obtained two estimates for repair at the DM's request. Both about $750. I provided them to the DM, then received a voicemail the claim was still denied for the same reason of "the piece may have already been loose."Businesses are accountable for damages or injury which occur on their premises. The evidence is clear their machinery caused the damage, even if the how cannot be explained. The truck went in without damage and came out with damage.Take5 car wash should pay for the damage to my truck.

  Business response

  08/21/2024

  Take 5 Car Wash values every customer and every vehicle that enters our wash. While we understand and empathize with this issue, and ****************** point of view, the damage sustained was not due to malfunction of equipment or negligence on the part of Take 5. Whenever we have a piece of equipment that malfunctions or an employee is negligent is their duties, we always and immediately accept liability for damage caused by those situations and have a long history of taking care of our customers.  In ****************** case, neither of those circumstances happened. In the hundreds of cars and trucks that presented both before and after his trip through our wash, no damage was reported with other vehicles and no malfunctions were found in the equipment, which we check multiple times a day. In order to give context to the number of cars this site handles, to better understand my last sentence, so far in the month of August, 5800 vehicles have gone through this location and in the month of July, 7100. Through July and August, no other damage claims were made involving the top of a vehicle. 

  Customer response

  08/21/2024

   
  I am rejecting this response because accidents happen. The definition of an accident is unintentional and outside of expected behavior, however, it does not absolve responsibility. Is case law required to be presented to this fact? While the number of vehicles serviced may seem to justify denial, it does not because the accident is factual for one vehicle. Indeed, if damage had been to multiple vehicles, then malfunctioning equipment would be the natural source. Nonetheless, it is undeniable that something occurred while my vehicle was processing through this car wash this one time. I did not cause the damage. My truck did not cause the damage. The most reasonable explanation is the 'fingers' of a roller in your car wash somehow caught the trim piece and pulled. This may not be a design fault, but it is possible. The damage says it is more than possible, it is factual. 

  If I leaned against a window on your building and it shattered, you would demand repair cost from me even though it was unintentional and unexpected and outside the normal behavior of the pane and though many other people may have leaned against the same window. I was the source of the damage, I am responsible. 

  The video, according to the conversation, showed the trim piece attached and looking normal upon entry. It then showed it raised above the roof line upon exit. Your equipment unintentionally without malfunction and unexpectedly behaved in a way that is outside of its normal behavior, yet it caused damage. Take 5 is responsible.

  Repairing the damage does not set a precedent for future cases, as each case is unique. The damage can be repaired by Take 5 even from a position of plausible deniability. Court cases are regularly settled with such language. The cost is small considering daily operations. Yet, repairing the damage does, however, greatly restore community faith in a corporation that is not local. Positive media is always the best media.

  Do the right thing. Repair the damage.

  Business response

  08/22/2024

  I certainly appreciate ****************** logic and his feelings on this issue, but the denial is the final decision according to our policy. I would offer an opportunity for ************** to meet with me on site, if he chooses to, and look at the video and the wash process in hopes to better explain our position. ************** has my phone number and can get hold of me to schedule a meeting time at his convenience. 

  Customer response

  08/25/2024

   
  Although the business's denial is unacceptable, viewing the video is an appropriate step. I will reach out.
  
  

• Initial Complaint

  08/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear BBB,I am writing to file a complaint against ************** located at ******************************************************. I have been a loyal customer for almost 3 years , but I recently discovered that they lowered their car wash prices without notifying me. Despite this price reduction, they continued to charge me the old rate of $44.90 per month via automatic debit. I became of the price reduction after speaking with a car wash staff who shared with me that ************** had lower their monthly rates by $18.00 since January 2024 7 months earlier.Here are the details of my experience:1. Price Change: Googoo Carwash reduced their monthly car wash price to $28.00 (rounded up), but I was unaware of this change until spoke with a Carwash employee and after I reviewed my bank statements for the previous 6 months .2. Refund Request: When I contacted ************** to request a refund or a credit for the overcharged amount, they refused. Instead, they offered me credit for only one month of car wash services. Initially they responded by saying that I was receiving ongoing services from them however I had only been charged only for one month.3. Responded with Corroborating Evidence : I responded by sending screenshots of my bank statements from January 2024 through July 2024. Proving that I was being billed consistently at the right rate for over 6 months.4. Policy Explanation: According to their response, it is against their policy to notify customers of price changes or to issue refunds for pricing discrepancies.I believe this situation an unfair and deceptive practice by ************** to cheat customers out of their hard earned money . As a consumer, I have the right to accurate pricing information and transparency. Googoo Carwashs failure to notify me of the price reduction and their refusal to refund the difference is unacceptable.

  Business response

  08/20/2024

  Hi ****,

   

  We have also responded to the Attorney General with the same information below. New pricing was posted at the location when it went into effect. Pricing does not automatically change for existing customers, for increases or decreases. The customer did not notify us he wished to be switched to new pricing until this month. Once notified we switched **** and offered a free month or the difference back via a check refund as a courtesy. **** has not provided us with his mailing address for the refund of the difference for one month or taken the courtesy option of one free month. If **** would like either option he will need to let us know. 

   

  Customer response

  09/30/2024

   
  I am rejecting this response because:
  
  I filed a complaint against Take Five Car/Googoo Wash on ************************** in **********, ******* with the BBB back in August 2024 because Take 5 Five knowingly and fraudulently overcharged me $19.00 (rounded up) for six months after they reduced their rates. I did not know that the rates were reduced until I spoke with a carwash tech at the carwash six months later in June 2024. The tech showed me overcharges that I paid to my account on the company's computer showing over a six month period. Take Five/Googoo Car Wash offered of a credit of $27.00 for one months car washing services. An offer that I refused. Take Five stated that they would not refund me my money because they had posted the price change at the ************************** Googoo car wash the same falsehood they shared with the *******************************. I have uploaded pictures that I taken at the **************************** Location showing that no such posting exist. ********* also said its not their responsibility to refund me my money, nor is it their policy. However, I have read similar complaints from other similar complaints Take Five/Googoo car wash customers posted on the ******************** review site who had received a refund after contacting the BBB.

  Desired Resolution:

  Refund

   

  Business response

  09/30/2024

  You are quite correct that the new pricing was posted.  Also we were delivering the product at the price you agreed to.  There is no basis for a refund for services rendered at the price agreed to. No further refund will be forthcoming. 

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went thru the Take 5 car was on July 16th and my car was damaged by the car wash. It was a 2016 Scion IM. The lower skirt/ trim was ripped from the frame/underbody. I filed a claim and never heard back from them after repeated phone calls and emails which were the wrong contacts provided by an employee there. Finally after two weeks I went to the location in person and was told a district manager would reach out. My claim was denied by her for two false reasons. I was denied access to the video from inside the car wash and the claim was denied. I plan on taking them to small claims court after getting estimates for the repair /replacement.

  Business response

  08/21/2024

  Hello! After reviewing the video footage, this customer had put on their break in the tunnel and turned their wheel as well.
  We have lower cars that come through this wash all the time and there is no way it could have damaged this had it not been previously damaged when coming through and hitting breaks, turning, in the tunnel. You can see by the clips that this is a clipped on piece and if it was already slightly damaged, as they hit breaks and turned wheel, it could have got hung on our tire equipment (which is not at our fault) and possibly damaged our equipment in the process. This lady has cussed and harassed the employees on site, and threatened DM until we had to stop responding to her. 

  Customer response

  08/21/2024

   
  I am rejecting this response because:
  First I have not harassed your employees at this location. I was extremely upset the day it happened and cursed at the car wash not your direct employees. Your employee that day was not very helpful in helping me fill out the required claim paperwork. 
  I went back two weeks later since I did not hear from your DM, she was calling me and not leaving messages so I didn't know it was her. I asked the employee on site for more info and he was the one that gave me the wrong email address and phone number to call corporate. I did not threaten your DM. I asked repeatedly for photos or video of my car in the wash. She would not send them to me.
   I did state I would take you to small claims court which is my right for you not taking responsibility for this. The skirt on my Scion is OEM/stock and was not damaged or hanging off my car before entering the wash. She claimed it was an after market part which it is not. 
  Second how can you even see what make and model that car is in that picture? That could be any car. 
  
  And finally that is not my car. The time stamp on it shows 12:41 and I was at a local garage *********** Change getting an oil change at that time. I went thru the Take 5 car wash after 2:00 pm. Approx at 2:15 after leaving the oil change. and I have the time stamp on their paperwork to confirm that.
  

   

  Business response

  09/03/2024

  Hello!! 
  Yes I have posted where ***** replied threatening to launch a social media campaign against us. 
  At that point I ended contact. 
  We have provided the video footage of this - along with the time on the damage claim form. 
  This customer put on breaks and turned wheel in tunnel. She was told on site that this would be a denial - told by DM this would be denied due to failure to comply to the poster and employees stating car in neutral/hands off wheel/feet off break.
  Thank you.

  Customer response

  09/03/2024

   
  I am rejecting this response because: I have had the car seen by two different body shops and I was told the damage to the trim was caused by a roller that lifted my car up off the tracks. And scrapped the entire length of the trim. That part of the vehicle is 8-10 inches above the ground. If I stepped on the brakes or turned the wheel it was in response to the car lifting and lurching forward while the wash being done. 
  If I could have jumped out of the vehicle I would have as the sound of grinding under the car was tremendous. I didn't know what was happening. Until that point I was writing an email on my phone and I can show you I was hands off based on the time the email was sent and I needed both hands to write it. As for the"threats" I did state I would write negative reviews based on 1. No one contacted me until I called multiple times and then sent emails and then went to the location to get different forms of contact  and 2. DM stated she called multiple times but never left one VM  3. DM originally stated claim was denied over the damaged parts not being OEM and they were not covered being after market parts which they are not  

  4. she back pedaled when I sent her proof they are original to the vehicle and then all of the sudden the damage was caused by me??? 
  which one is it? 
  they have an F rating with the BBB and I wish I had known that before signing up for a monthly subscription and trusting my car to them  I have owned that vehicle since 2017 and I have run it thru hundreds of car washes and never had the kind of damage that occurred at Take 5  

  I can supply the estimates for repair and what the body shops stated about the damage to the side trim and the under body  

  Something in that car tunnel during the wash malfunctioned and ripped the trim almost all the  way off  and it had nothing to do with me  

  
  

*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. ↩