ComplaintsforRocket Carwash

• 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,
  
  ****** *****

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I went to this car wash and wash my car. After I washed my car and cleaned it I left as I left when I pressed on my brakes it’s was making a grinding noise. I went right back to the car wash and explained to ****** that my brakes sound really bad. He filed a claim right away. I had to tow my car to the the dealer and the dealer said the chemicals that was on my brakes caused my brakes to warp. The car was ash is denying that it was their chemical’s. The dealership is saying it was from the car wash. The car wash is refusing to take responsibility and won’t give me corporate name of phone number.

  Business response

  09/18/2023

  We reviewed this claim thoroughly and after our investigation was completed found nothing that would correlate with the claims made. We wash thousands of vehicles a day across our many locations and have had no issues such as this. Additionally, the chemicals we use in the wash are design for automotive applications and are safe. Warping on rotors is caused by rotors overheating during use, or when hot rotors are exposed to temperature variations. This would not be deemed a malfunction of the wash. 

  Customer response

  09/18/2023

  
  Complaint: ********
  
  I am rejecting this response because: 

  The dealer which I purchased the car from told me that the tire cleaner leaked into the brakes and wrapped the brakes. I always take my vehicle to the same dealership. When the brakes are hot and the chemical got into it it warped the brakes. I had to replace the whole brake system and rotors. My car was driving fine before I went to the car wash. They can see in their camera s I left and came back within 10 minutes of leaving the car wash because my car would not brake properly and was making a loud noise . 
  Sincerely,
  
  ****** *****

• Initial Complaint

  08/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  As other people wrote here, on their website says that if you want to cancel you must call or you can go to a location. Then I decided to go to the location and cancel. Canceled on July 7th and got charged on July 10th, then I got charged on August 9th again for $41.72. I called them right away and asked them for a refund as I moved out of the city and won’t use it. They refused to refund the amount to my account because they said that they can not refund if I don’t have a cancelation receipt to show them because I lost it. That’s called scam as on your website states that to cancel membership you can go to location and ask to cancel but then you said that you need to call just to keep charging.

  Business response

  09/05/2023

  We have attempted to contact *****, but have not been able to get through. We have processed a refund and terminated the membership. I have attached the receipt and also have emailed a receipt to *****. 

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was at Rocket Carwash and the car in front of me bumper fell off and hit my car which caused some damage. The owner of the car is aware that his bumper damaged my car but is not willing to share his insurance details in good faith so that a claim can be filed. Would this be considered a hit and run since the owner of the vehicle is aware his car caused my car damage but is not willing to exchange insurance details? Rocket Carwash shared his license plate number (******** ***** ******) with me and also shared video evidence. Could an accident report be filed on this and the police contact the other driver to request insurance information? Links to videos and photos of the accident ********************************************************************** ****** ******* ***** ****** ****** ************ ****** *************************

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Car wash broke valve stem that includes sensor. This occurred at the village drive location in Lincoln Nebraska. Car was inoperable due to broken stem letting air out of tire. Manager and owner were helpful getting me back on the road. Was told to submit info to Omaha location which the claim was subsequently denied. The cause of the damage was due to rocket car wash. They should be held accountable.

  Business response

  07/19/2023

  The Rocket team reached out to Mr. ******* on 7-19-2023 via phone and issued a credit via credit card for the requested amount of $53.61. A receipt for the credit was also sent via email. We have fully resolved the complaint and desired settlement.

  Customer response

  07/19/2023

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

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/22/23 I went to Rocket Carwash, requested a carwash, the salesperson sold me on a special for continual carwashes stating that the first month will be at a discounted rate (lie). I agreed, price was $***** per month for basic unlimited carwashes, I gave my info, credit card #, signed and got a windshield sticker to allow me entry for my washes. On the first wash the straps that hit the car at the very end, before drying car, hit hard and damaged my *** such that the window of the convertible became detached (unglued) from top and let water and soap in car. I went to tell the salesperson about the damage caused and said that I wanted to back out of contract and need to speak to the manager about my damage. Manager was not on hand. I came back a couple times but once it was too busy for me to wait, then the other time I seemed to get a run around. It turns out that Rocket Carwash was going through transition of ownership. So the place denied it was any of their problem and that I needed to deal with Rocket carwash. I asked to stop the charges that they took over from transition because I only went once and my car was damaged and even the price went up to $*****. The new place said I had to deal with headquarters for that. On e-mail with ***** District Manager of Rocket Carwash it seemed as though he understood and was ok with me getting estimates for repair. *** gave me estimate of over $****. I decided to get a different estimate from a place called ****** **** and that was $*******. Between June 18th to August 8th, I sent 3 e-mails he didn't respond to, when he did he claimed it wasn't their fault. I have uploaded e-mail thread (conversation starts at bottom and goes upward) which includes pictures from minutes after wash, dates, estimates, and conversation between he and I. I have full coverage on my *** since day 1 when I bought it, but I will not claim damage to my insurance since it is Rocket Carwash that should pay. Thank you for your time.

  Business response

  05/04/2023

  There are multiple issues with this complaint.  First this incident occurred in May of 2022, not 2023 as the customer states.  Secondly, a full investigation was completed, and it was determined that the damage had occurred prior to using our carwash.  WE have over 30 cameras and provided this info and reasons to customers in June of last year.  

  Much of this information has been lost as the incident happened at a site that was sold in June of 2022.  

  Our stance remains that we were more than fair, and took the steps to ensure we were fair, but we cannot be liable for pre-existing damages to vehicles.

   

  Thank you,

   

  Jason

  Customer response

  05/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: I tried to look up the original complaint just now to see where they got that I said May of 2023, it was late April 2022 when the incident occurred.  Funny, they wanted that to be a point?  THEY did an investigation, convenient for them to conclude they were not liable.  I have had full coverage insurance with ******** since the day I bought my ***, so if there was damage that I could claim on my insurance, why would I feel the need to go to a car wash to concoct this incident? They mentioned that they had 30 cameras and "provided this info and reasons to CUSTOMERS in June of last year"....so that proves it wasn't just me, also that means they damaged other vehicles back in the timing of my incident.  If they had all of those cameras, why was no video proof sent to me to prove me wrong?  Does it sound convenient that they no longer have video to prove themselves not liable.  Anyone needing to prove themselves not liable would have saved these videos as their proof, especially if there was "customers" it was occurring with.  Many times businesses conveniently sell when they have much to lose, not sure if that is the case, but it does sound convenient.  It was their fault and they need to rectify this by paying for damages for my and other's vehicles !!!
  
  Sincerely,
  
  David ******

  Business response

  05/19/2023

  
  This matter is closed on our side.  We will not be responding any further through this channel.   We have stated our case in regard to the matter. While I sympathize with the Mr. ****** having issues with his vehicle, the damage did not occur inside of our wash.  

  Customer response

  05/25/2023

  I do not accept the response by Rocket Carwash.  I can also say that I did my own investigation and concluded they were liable for the damage on my vehicle, which they are.  I gave the ultimate argument stating my case on the last go around, and they obviously have no rebuttal but to say they are no longer going to respond.  That is a statement of one that has no explanation to counter my argument.  Rocket Carwash needs to do the right thing, pay for the damage they made to my vehicle.   Their silence in the future is a telling sign of one who knows not of an argument to continue.  

• Initial Complaint

  03/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Several months ago I signed up for an unlimited car wash for $**** monthly. I was told that after three months I had the option to cancel or it would increase to $***** monthly. I then received a charge of $***** on my debit card. I immediately called to cancel and they refused to remove the charge. I can see why they have an F BBB rating. If I am not credited back the $***** I will not hesitate to order some Rocket Carwash *** bumper stickers and put them on my 5 vehicles, 2 boats and 3 trailers! Needless to say I will never get any of my vehicles washed at any of their locations ever again.

  Business response

  03/08/2023

  I spoke with Jeff and issued a refund. Jeff is now satisfied and has no other issues. I have attached the receipt showing the refund was issued to his card. 

*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. ↩