ComplaintsforRocket Carwash
Car Wash
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Complaint Details
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Initial Complaint
11/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 8/29/2022 I went through the car wash at the new ******* location **********************. The wash was was very aggressive and I had my mirrors in, it forced them out and backwards and the brushed were just smacking against my car. When I got out to dry off my car, I noticed multiple swirl marks on my car and my front grill clip was broken off completely. I contacted customer service and was told I would be receiving a call from that locations manager. I didn't not receive any call or email, I emailed again on 9/18/2022 advising I have not received a response back regarding my issue. The following business day I received a called from Ian *****. He apologized and we set up a time for him to look at the car. That Friday I went in and he took pictures and looked at the vehicle with his assistant and a few days later he called and said they are accepting the claim. He indicated their body shop ***************** does paint correction and will fix the swirl marks. On 10/10 I brought my vehicle to that Rocket car wash location where they were to correct the paint swirls. I picked up the vehicle around 6:30. The next morning I noticed I still have swirl marks, they are less noticeable, but still very much there. When I ask about the bumper clip I was told they couldn't fix it and offered no resolution. I'm reaching out here to have my grill clip fixed and to have my vehicle taken to a professional body shop that specializes in paint correction. I just want my vehicle to look like it did before I went to this car wash. If issue can not be resolved through here, my insurance company will be in contact the business. I want to make it clear that Ian was extremely helpful and did everything he was expected to do. He was polite and got back to me immediately when he was made aware of this issue. And everyone at the ************** location were very kind and helpful also. This complaint is against the car wash only, not at all against the employees that we're trying to help.Business response
12/13/2022
Business Response /* (1000, 8, 2022/11/18) */ We have been working with the customer on a resolution. WE have back from her what we need to process it on our side and anticipate full resolution in the next week or so. Consumer Response /* (2000, 10, 2022/11/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) The business emailed me and kept me up to date on this matter. They did send a check for the repairs to be done to my vehicle. Thank you.Initial Complaint
08/19/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I signed up for Rocket Carwash last year (I think) and decided it was too expensive so I wanted to cancel it, the debit card that they had on record expired May 31, 2022 and I kept getting text messages to update it and since I never updated it I thought (silly me) that they would not be able to charge me. They somehow were able to still charge my card for June, July and August. I had sent them an email through their website (couldn't find a phone number) to tell them to cancel and refund my money on 8/11 or 8/12. I just noticed they charged my account my account on 8/17. When I called my bank they had a phone number so I called and the customer service representative said it's not their policy to refund money and I needed to call a week ahead to cancel. He said they would cancel the account as of today (8/19/22) but he had to put in a request for a review for a refund. He said he couldn't find evidence that I had emailed them but I did receive an email response on 8/12 from "SUPPORT" but the only content of the email was a Rocket Car Wash logo so I know they received my email. The CSR said that sometimes the bank will update a card information for the vendor and I asked my bank about that and she said absolutely not. I have not used their service since May. The bank said the only way they can stop it is to issue a new card with new account numbers and I have many other accounts tied to it and don't want to do that. I would like a refund of my $***** (*****/ month) and a confirmation that the account is closed.Business response
09/20/2022
Consumer Response /* (2000, 7, 2022/08/24) */ I received a call from Rocket Carwash today and they apologized for for my treatment and are refunding my last three payments and canceled my membership. Thank you Better Business Bureau!Initial Complaint
04/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 4/4/22 at approx. 7:30 pm, I had my vehicle washed at the Rocket Carwash ****************. After entering the facility the equipment malfunctioned (I was told it was a que issue), the brushes ran up and down the sides of the vehicle with no water or soap being sprayed, which resulted in scratches in the paint up and down the length of the vehicle. After exiting I immediately showed it to an employee who assured me it was only dirt and to run it through again. I took pictures and once again ran it through and the equipment worked this time. The scratches were still present so I again approached an employee who identified himself as Christian the assistant manager. He agreed that there was damage done to the outside, but did not know how it was to be handled. In the end he advised me to drive to another location and to pay for the vehicle to be polished, and bring back receipt to get reimbursed. I explained that I didn't think it was fair to have me pay for services at another one of their locations and then hope I can be reimbursed. Since then I contacted the store manager Cory ******** who again had me come in (4/8) where pictures were taken, he stated it was their mistake, and he was going to file a claim. I was told that I would be contacted by Monday (4/11) with resolutions, but still have not received an offer or means to address issue. I have attempted to contact Mr. ******** and Blake ********** many times over last couple days but am told they can only be contacted through emails which were sent by their customer care line, still there is no response. Today I was told to go to the ********* location to talk with them, but again I had to deal with Christian who was unable to provide solution. Impression given is that no resolution is going to be offered and the desire is that I will eventually get tired of pursuing the claim and will go away.Business response
05/10/2022
Business Response /* (1000, 8, 2022/04/26) */ We have contacted the customer and have a solution to the problem he encountered. We have also apologized and been following up with him via phone calls to ensure the process goes smoothly.Initial Complaint
02/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Rocket wash car wash ************* damaged my brand new vehicle with their brushes. My vehicle is brand new with 3k miles, a 2022 *** car that has NEVER been through anything but touchless washes until rocket wash. After washing I noticed swirl marks and scratches down entire side and front of my vehicles black paint. Spoke to manager in person who said they visibly see and agree that their car wash caused this damage since my car is brand new.took my info and said I would be contacted within 48 hours. It's been over a week now with no follow through. Rocket wash needs to pay to have my vehicle buffed since it completely ruined my paint and needs to be held responsible and not ghost customers.Initial Complaint
01/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Went through the car was in October of last year and the roof of the car was damaged by the car wash malfunctioning. They initially denied it but I went to the office to discuss with the manager and he found it on video- obviously showing the wash malfunctioned and damaged my car. He said no problem they would fix it but since then both the site manager Cory and GM Mark have been impossible to communicate with. I am not out $***** in repairs, plus interest (put it on a Credit Card) plus hours of my time trying to track them down to do the right thing.Initial Complaint
01/13/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I'm August we decided to check out the new car wash in town and halfway through the wash we heard a loud pop and found a massive crack across the windshield. We filed a damage claim and after a month of being passed person to person we were sent a very dirty and far away picture of a windshield and was told it was already damaged before entering. Which it was not damaged at all. After that day we called and cancelled the membership so that we were not charged after the first month but continued to be charge. After several months we realized we were being charged and contacted them. They are only willing to refund one month. I understand mistakes happen but as a business owner you should own them and make right by your business.Initial Complaint
10/14/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Mirror cover was torn off due to negligence of car wash attendant, brushes stop when it caught mirror and forward motion of truck caused it to rip off,was told by manager that this would be resolved due to their fault, never was contacted by manager
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Customer Complaints Summary
37 total complaints in the last 3 years.
20 complaints closed in the last 12 months.