ComplaintsforRocket Carwash

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Ran one of my cars through the carwash on 6/3/2024. The rear right side of the bumper was torn off in the wash. They denied any liability. Took place at the Altoona, IA location.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been trying to cancel my membership over the phone (as I was instructed I could upon sign up day) for over two weeks now. After calling a countless number of times with no answer -during their very limited business hours of 9-5 at that- , I missed the deadline to cancel & not be charged for the following month. I tried calling again multiple times after that, still no answer. These hours are extremely inconvenient for anyone that works, considering that I have spent an entire lunch break waiting on the line to speak to someone and still no answer!! Yesterday I went to the car wash that I purchased my membership at & asked to cancel my membership. He said there was nothing that they could do to help because they no longer have the option to cancel memberships at their location & many people coming in the past few weeks wanted to cancel. He said that they direct the customers to calling the hotline but that many people complain that either no one answers or that they wait on hold for hours. This sounds very off to me & honestly if that’s the case; then the shouldn’t advertise free cancellation at any time, which is COMPLETELY FALSE INFO! I was offered to speak to the manager at the location which I was at, whom must I add was completely useless & unempathetic. I continued to express my frustration of being charged for a membership that I want to cancel despite his lack of care, and his only answer for it all was “sorry, there’s nothing I can do about it.” The employees on the side of him had better suggestions than he did, which again, still weren’t even that helpful. After reading many other reviews for the location around me, it seems I am not the only customer with the same issues. How is it even legal to tell a customer that you are unable to cancel a membership which in documentation ( which thankfully I have saved ) specifically states you can cancel at any time by following the steps as listed on the document

  Business response

  06/06/2024

  We reviewed our call records and found that you contacted us three times, with the longest wait time being 3 minutes and 54 seconds. We don't have any records of further attempts to reach us after that. However, we do see that you filed a chargeback with your bank. Any money that you feel you are owed would have been returned by your bank. Your membership was terminated at the time of the chargeback being filed, so we are unable to issue any additional refunds.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have tried calling and emailing Rocket car wash at least 4 times over the last 7 days. The phone just keeps ringing and I stay caller number 5. I never get through to anybody, even waiting 30 minutes on hold. I no longer am able to use the service at rocket car wash as it is too far — they want me to come in and cancel and unfortunately I cannot do that. I tried canceling before they charged my account but I cannot get through to anybody — I sent an email through their website letting them know the situation a few days ago but nobody is emailing me back. I need to cancel and get a refund back to my account. I cannot utilize this service and I cannot cancel in person like they want me to. Please help!

  Business response

  04/26/2024

  We apologize for any inconvenience caused by the extended wait times you experienced during your recent interactions with us. Providing prompt and efficient service is paramount to us, and we regret falling short of your expectations in this instance. Your refund has been processed, and your account termination has been completed as per your request. You can expect to see the refund reflected in your account within 7-10 business days. 

• Initial Complaint

  03/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  It is clear that this business makes it intentionally difficult for people to cancel their memberships. Instead of having an online portal (which most modern day businesses have), you MUST call them to cancel your membership. With this in mind, it is increasingly difficult to find a number to call. I reached out via email to request to cancel on March 5th. I FINALLY received a response which was rude in nature “your membership will not be cancelled until you call us.” Awful and predatory practices, it’s no wonder they try to sell “free car washes” making people fall prey because they know they set things up to be hard for the individual in the long run.

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 10th, 2024, we used the car wash and specifically indicated to the teen man working there we didn't want the membership of 37.88$. They added the membership anyway in February 2024. We have been contacting rocket Car wash 205 in Katy TX four times. via email. phone calls and website. The GM *** ********** contact us by email saying we will cancel the membership if we stop by the car wash. We stopped by the car washed he said we need to call the 1-800 number. 1) we need our money back (37.88$). 2) Rocket car wash need to stop stealing money from customers now.

  Business response

  05/03/2024

  I am unable to locate an account with that name, phone number, or email address. Without proper identification, we are unable to assist. Please contact us at ************ at your earliest convenience so we can assist you. 

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used the Rocket wash on Maple Street in Omaha and when I went though the wash in my **** **** ****** One if the spinning wheels that comes down from the top came down and caught my light bar and ripped it off. The top of my ****** is custom painted to match my ****** and it slammed it in to the top and scratched the top then it fell off the side and scratched the pass door as well. I have filed a complaint with Rocket Wash and they denied my claim saying it is not their fault the roller ripped off the light bar and scratched my vehicle. They made the claim that I had used the car wash with out the light bar and that is true because I had not installed it because it was on order. If it is a problem to go through the car wash with the light bar on the vehicle the why did the employee at the entrance just guide me in and let me go through? Not a word was said and when I talked to the onsite manager he never said anything about it either. I am seeking compensation to fix my roof and door and replace my light bar that got ripped off due to the lack of care by Rocket Wash to have the employees warn the customers about the risk. Had they said something I would have not gone through the wash. They last thing I want to do is take a risk of damaging my ******. I have asked them for an appeal of the decision and have gotten no response as of the time I Filed this. Had I caused damage to their property they would want me to pay for it and I expect them to do the same when their property damages mine. I have an estimate that is totaling $4131 to repair the roof and door and to replace the light bar. I also attached pictures of the damage. Keep in mind this is a custom painted roof lots of hours involved to fix

  Business response

  03/27/2024

  We have worked out a goodwill gesture to this customer that they agreed upon to satisfy their concerns. This goodwill gesture covers a large portion of the repair expense associated with this incident. 

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  At the end of November, 2023, I heard my husband call Rocket Carwash in Lincoln, NE to cancel his monthly charge for car washes. He is a disabled veteran & went into the hospital on Dec. 12, 2023 & went into hospice Dec. 30, 2023. Not only did Rocket Carwash charge our credit card on Dec. 9, 2023 ($25.73), they again charged our card today, January 9, 2024 ($25.73), after I had called them this morning around 9 am & spoke to ******". I called again to "Bill" when my husband's email received another charge of $25.73 today. I got an email from Rocket saying they searched all of their records & did not find a cancellation request from my husband & that the charges would remain & that vehicles could be washed at their carwash until February 8, 2024. This is not acceptable when a request was made the end of November, 2023 to cancel all charges. Their customer service is poor!

• Initial Complaint

  11/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I signed up for the $10 for the first month of unlimited carwashes and then forget to cancel before I was charged the next month. When I finally remember to call to cancel my membership because I had only ever been to this car wash the one time, when signing up, I was denied a refund even though it was an honest mistake that I forgot to cancel. Then I kept trying to call to get my money back due to an honest mistake and was repeatedly hung up on every single time. The girl at customer service said that "you will not be getting a refund" and "you will continue to be hung up on." This company is unprofessional because they ademently refuse to refund for a service not used which is honestly theft. Spouting like a robot the terms and condition I signed waves a right to a refund, “I will not receive a refund for any partial of unused month of service.” I have never had dealt with a supposed business that shows zero remorse for an honest mistake. The terms are worded stretigically to trap unsuspecting customers so they don't have to provide a refund. They told me I could dispute the charge through my bank but that they would not be refunding me, even though they're the ones that charged me. That is 100% unacceptable and it's theft. I will never make the mistake of using this carwash facility again and I've left as many negative reviews as possible warning others as well. I have never had a worse experience with a "business" and I completely understand why they have an F rating.

• Initial Complaint

  10/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In February 2023 I used this car wash once, the teen man working the line said $10 for unlimited car washes THAT month. He never said reaccuring charges, didn't give me a sticker for my car. They say I signed something with the note saying it's a reaccuring charge that I do not remember signing. If I did sign it's because the kid literally didn't mention I had to cancel to avoid further charges. I never used the services after 2/2023 but have been charged every single month by them. Not only am I paying charges for unused services I was unaware I had but im also paying all the interest on those charges since it was on my credit card. They refuse to go back farther than 4 months. I will include screenshots of the charges I need refunded by this business. I don't see how it's legal or binding when the kid didn't fully tell me what he was signing me up for. It's fraudulent. Please help me. I don't make a lot of money and they're stealing my hard earned money.

  Business response

  10/27/2023

  Hello ******
  
  Upon reviewing your request and our records, it has become evident that when you initially engaged our services, you agreed to our terms and conditions, including our refund policy. This policy serves as the framework through which we operate and ensure fairness to all of our customers. Considering your agreement to these terms, we are unable to approve any additional refunds in this instance. Our primary goal is to maintain consistency and uphold the commitments outlined in our terms and conditions. Thank you for reaching out and let us know if you have any other concerns. 

  Business response

  11/20/2023

  We have a signed receipt from ***** showing she agreed to our terms. She is saying we forged her signature, but our employees are not allowed to sign receipts for customers. Now, it is just her word against ours by saying we falsely signed her signature on a membership. We are not going to be issuing an additional refund as ***** got more months already than our policy even allows. 

  Customer response

  12/06/2023

  
  Complaint: 20754755
  
  I am rejecting this response because:

  Just because you don't allow it doesn't mean it didn't happen. You are the worst business i have ever dealt with in my entire 26 years. I hope you rot in hell. I'll be filing a police report and finding every other person you disgusting scammers have scammed. I hope the owner of this company sees this. You are absolute garbage stealing money from people who make less than $32,000 a year BEFORE taxes. I didn't use the damn car wash but ONCE when he said it will $10 something!!!! I didn't even use your stupid service. It's not like I used it and tried to get money back. I was scammed by your young employee, that ILLEGALLY signed my name. I want the name of the employee so I can site them in the police report and any names and numbers of owners, ceo, and any one above who I'm communicating with because this is not right by any means. 
  
  Sincerely,
  
  ***** ******* the poor woman you stole from

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited the Rocket Car Wash at the "O" street location in Lincoln, NE on 9/27/2023. When I entered the car wash I did not have a crack in my windshield. I heard something hit my windshield when I was in the car wash and when I exited I had a long vertical crack in my windshield. I immediately reported the situation to a worker at the site and filed a claim. A few days later I got a response from the company denying my claim circling an area on the picture where supposedly there was a crack but it was nowhere near where the crack showed up in the windshield. When asked to review again they admitted they were wrong and then sent me back a picture where there is no crack that can be seen but stated that I have pits in my windshield so that is why the windshield cracked. The pits are not near the crack either. The company can not show a picture of where there was damage in the area where the crack appeared prior to the car wash and are still denying the claim. There is no need to upload photos because the company already has them all. If needed I can send what has been shared with me.

  Business response

  11/15/2023

  This claim was denied as there is a visible defect in the area of the windshield where the crack stems from, the sound the customer heard is likely the defect spreading from the exposure to temperature variations within the wash. Along with the defect there is heavy rock pitting noted in the entire windshield indicating its been exposed to rock debris through driving. The incorrect images initially sent to the customer were stemming from incomplete information provided from the site to the claims department surrounding this incident. Certainly, if the defect had not been present prior to the wash, we would see that there was no previous damage and therefore would follow through with making things right for the customer. This defect along with no seen malfunction of the wash, nor any similar claims of damage led to our denial of the claim.

  Business response

  12/12/2023

  A blemish on the glass is visible prior to the incident occurring/customer entering the wash, this blemish is in direct placement of the crack as shown in the damage photo. Mrs. Tracy was provided with these images. Additionally. as can be observed in the picture of the damage the vehicles windshield exhibits pitting that would indicate the windshield has been exposed to road debris during travel. Due to the nature of automotive glass, a blemish/defect can and will spread when exposed to temperature variations these temperature variations are present within a carwash. Rocket Carwash clearly posts for customers that we cannot be responsible for previous damage which includes previous damage to a windshield.

  Customer response

  12/13/2023

  
  Complaint: ********
  
  I am rejecting this response because:  As I have said from the beginning, I am not denying there are pits in areas of my windshield.  However, the photos shared with me do not show a pit iin that area that I am able to see. There was not a crack in my windshield before I went into the car wash. To say that the car wash does not need to take responsibility because there are pits in other areas of my windshield is absolutely absurd.  
  
  Sincerely,
  
  ****** *****

*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. ↩