Complaints

This profile includes complaints for WOW Carwash's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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WOW Carwash has 9 locations, listed below.

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  WOW Carwash

  1215 S Fort Apache Rd Ste 210 Las Vegas, NV 89117-5491

• 

  WOW Carwash

  3935 S Buffalo Dr Las Vegas, NV 89147-4299

• 

  WOW Carwash

  6653 N Durango Dr Las Vegas, NV 89149-4430

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  WOW Carwash

  4330 N Rancho Dr Las Vegas, NV 89130-3407

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  WOW Carwash

  9860 S Maryland Pkwy Las Vegas, NV 89183-7144

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:01/08/2025

  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.

  I went for a car wash, they sold me a subscription on a deal, I went back in 2-3 weeks later and then they said my account was inactive and I had to pay for my car wash, so I said whatever and paid, For 8 months they have been charging me ***** for this subscription? They told me it was inactive and I had to pay when I went in after being signed up for the subscription! They charged me ****** over the last 8 months due to them telling me my account with them is inactive, and I had to pay for my car washes but still billed me every month after the fact.

  Business Response

  Date: 01/23/2025

  Hello *****,

  
  Thank you for reaching out to us regarding your experience. We sincerely apologize for the inconvenience this situation has caused and appreciate you bringing it to our attention.

  
  We understand your frustration regarding the charges and the confusion surrounding your subscription. To assist you further, please contact us directly at ******************. We would like to investigate this matter thoroughly to determine what occurred and ensure we resolve it promptly.

  
  Your satisfaction is important to us, and we are committed to addressing your concerns. We look forward to assisting you further.

• Initial Complaint

  Date:12/09/2024

  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.

  I had purchased the unlimited ultra carwash. I had used it for a few months but then went to the business to cancel my subscription in February 2024. I was told that my credit card would no longer be charged. I looked at my statement the following month and they had still charged my credit card. I was told that they would take care of the charges and issue a refund. I accepted them at face value. When I looked at my credit card statement in November 2024. They had been charging my credit card $30 a month for washes I had not used. This was confirmed a young African American male employee who was acting manger on the day I went in. I was informed I would receive a full refund with 5-10 business days. This was at start of November. I have not received any refund as of yet. ***** from the business has contacted me what soever. I would recommend anyone who patronize this business the carefully examine their credit card statement as it appears the wow carwash slams on fraudulent charges. I am wanting a refund for all the months that I had not used their service refunded back to my credit card thank you

  Business Response

  Date: 12/11/2024

  Dear *** *****,

  
  Thank you for reaching out and sharing your concerns. Im sorry to hear about your experience, and we appreciate the opportunity to assist you in resolving this matter.

  
  We have tried to reach out but have been unable to connect. At this time, we are unable to locate an account under the information provided. To help us look further into this and ensure we address your concerns accurately, please contact our support team directly at ******************* or email us at ***************************.

  
  Once we receive additional details, we will thoroughly investigate your account and provide a resolution as quickly as possible.

  
  We sincerely apologize for any inconvenience this has caused and look forward to assisting you.

• Initial Complaint

  Date:11/07/2024

  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.

  About 8 am on Tuesday November 5, 2024 I went through the WOW Carwash on ****************************Later my grandson stopped by and asked what happened to you truck there was some serious damage to drivers side windshield post.I went to car wash and made a report and asked them to check their Camera footage of me going in and exiting the Carwash so we can see if the damage happened there or ******** are a couple pictures of the damage. I just want to know what and where this happened. Ive used this car wash since it opened and I want to know my vehicle is safe going through or if I need to cancel membership (never had an issue before) and wash myself.On Nov 6, 2024 I received a call from WOW representative and she said they decided to decline the claim. Said the dryer showed paint flaking but they had 300 cars go through that day with no problems and no mechanical issues. She said next step for you to contact your insurance companyI told her I asked to see pictures of entrance and exit of Carwash and she said only way was for our insurance company to request them when we make a claim..I canceled membership after the call that left me with no answers as to what happened to my truck. And them refusing to let us see pictures to prove their car wash didnt cause the damage to the truck.

  Business Response

  Date: 11/07/2024

  Dear Ms. ********************* you for bringing this matter to our attention. We have thoroughly reviewed the incident, including examining the camera footage from the pay station. The images indicate that the damage to your vehicle was pre-existing before entering our car wash.
  
  We understand your concerns and the importance of ensuring your vehicle's safety during our services. However, based on our findings, we must respectfully decline your claim.

  Best regards,
  
  WOW Carwash

  Customer Answer

  Date: 11/07/2024

   
  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.
  Amazing how something can happen from home to this point but I reluctantly accept the outcome.
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:09/12/2024

  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 car wash, and my right rear tire sidewall was torn. Car wash employee took photos, I filed claim. I got denied claim, as the car wash said I had a nail, which is incorrect because the tire had a tear and not a puncture. I tried calling them after they denied my claim, and they refuse to speak to me citing that since the claim is closed they have nothing further to say. I am out close to $400 to replace my tire. They said they would be sending the proof that it was a nail, and I have not received it. I was refused to speak to a supervisor.

  Business Response

  Date: 09/13/2024

  Thank you for reaching out and sharing your experience with us.
  
   We truly appreciate your patience as we work to address your concerns.
  
  Upon review, your call was ended due to inappropriate language directed towards our team, and legal action was mentioned, which requires us to proceed with caution. While we understand your frustration surrounding the tire issue, we want to provide clarity.
  
  As you can see in the attached documentation, the damage to your tire was assessed as pre-existing. Based on this, we are unable to move forward with your claim. We've also attached a copy of our disclaimer, which is posted at all WOW Carwash locations, stating that we do not cover pre-existing damage.
  
  We understand this may not be the outcome you were hoping for, and while the claim is closed, we truly appreciate your understanding. We hope to have the chance to WOW you with our service in the future.
  
  If you have any further questions or would like to discuss this respectfully, we are happy to connect you with a supervisor.

• Initial Complaint

  Date:07/25/2024

  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.

  I went through the WOW car wash at ********************* on 7/19 and there was some malfunction with the automatic belt. It kept releasing my tire. The attendant came over 3 times to confirm that my vehicle was in neutral because the belt would connect and move forward some, but then disengage. After we were 'stuck' in the initial spray/soap zone, the attendant asked me to just pull through so they could clear the belt and then they would have me circle back around to complete the wash. I exited the other side on a completely flat tire with a 2" gash in the sidewall of my tire (the front driver side where it was connected to the belt). The manager immediately came over and started apologizing and taking pictures to "file a claim" with corporate. During the process she was communicating with other staff over radio stating "let me finish this and I'll be right there to see if I can clear it from the belt". My kids and I sat in 110+ weather for nearly 2 hours waiting on AAA and not once did anyone have the decency to even check that we were okay. AAA said "this happens frequently" and at this location in particular more than others. Conveniently, there is a Discount Tire next door that also stated they replace tires with the same gashes from the car wash frequently."Customer service" notified me today that they weren't responsible because it was my fault because I wouldn't put my vehicle in neutral despite them (supposedly) watching video of the attendant coming to the window multiple times and confirming that it was in neutral. As a business owner myself, I cannot imagine blaming a customer for an equipment malfunction and then the audacity of the customer service representative to argue with me that I didn't put the car in neutral. I entered the wash with less than 550 miles on the tires (new vehicle) and left on a flat tire. I essentially paid >$350 to have my car partially sprayed with water and soap and the inconvenience of getting a new tire.

  Business Response

  Date: 07/26/2024

  WOW Carwash

  Business Response

  Date: 07/26/2024

  Hello *****,

  
  Thank you for bringing your concerns to our attention. We understand how frustrating and inconvenient this situation must have been for you and your family.

  
  After conducting a thorough investigation, we have determined that the issue was not due to a malfunction of our equipment. Our records and video footage indicate that the primary cause of the incident was the vehicle not being in neutral during the wash process, which ultimately led to the unfortunate damage to your tire.

  
  We strive to provide excellent service and regret any distress you experienced. However, based on our findings, we must stand by our conclusion that the damage was a result of the vehicle not being in the correct gear.

  
  We apologize for any inconvenience you faced and appreciate your understanding.

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 22041246
  
  I dont know if its more comical or insulting that the best you can come up with is the vehicle not being in neutral caused a 2 gash in the side wall. So, what exactly did your manager have to remove from the belt and make sure it was working properly again before they could resume letting cars through?  

  Just to clarify your position here, I signed up for top level, unlimited monthly washes, only to decide in the first wash that I just didnt feel like putting the car in neutral? Yet, the vehicle was pulled into the spray/soap section, which would indicate that the vehicle had to have been in neutral? So are you insinuating that I decided to take it out of neutral after each of the times your attendant looked in the vehicle and confirmed it was in neutral, just for the fun of it? THIS DOESNT MAKE ANY SENSE and anyone with half a brain knows it. 

  Honestly, it would have been better if you would have just acknowledged that you dont really give a s*** about s******* 1 customer because you had over 700 others(according to your customer service rep ******* but to blame my intelligence is just a slap in the face. If Im incapable of putting my vehicle in neutral, I should probably close down the medical practice I own because I certainly shouldnt be responsible for diagnosing and writing prescriptions or running a business.  
  

  Business owner to business owner, DO BETTER or at the very least, come up with another excuse that potentially makes sense. 
  
  Sincerely,
  *******************

  Business Response

  Date: 08/12/2024

  Dear *******************,
  
  Thank you for bringing your concerns to our attention. I genuinely apologize for the frustration and dissatisfaction youve experienced. I understand how upsetting this situation must be.
  
  I want to clarify that our intention was never to insult your intelligence or make you feel as though we do not value you as a Guest. We deeply regret that our previous communication came across that way. Your feedback is essential, and we take it seriously as we strive to improve our services and interactions.
  
  Regarding the incident in question, our primary concern is ensuring the safety and well-being of all vehicles on our property. The observations made by our team were based on standard protocol, but I completely understand your point and the confusion it has caused. We will revisit this matter internally to ensure our communication and explanations are clearer and more respectful in the future.
  
  
  Thank you for your understanding, and please let us know if you have any further questions.

• Initial Complaint

  Date:03/15/2024

  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.

  On March 13, 2024 I went to the wow car wash off N Durango and the 215 and received car wash at approximately 10:12 AM. Upon receiving the car wash I noticed that the machine had rubbed the paint off of the rear lip of my trunk. I went into the main office started a claim and was contacted today March 14, 2024. I was informed on this phone call that my claim had been denied and that I had scratched my own car and it was not their machine. They also claimed they could not see it on their cameras because it was too dirty. It states on their website that they do not except cars that are too dirty due to this fact, if my car was not up to their standards to go through their car wash they shouldve denied my entry which is stated on their website and attached here for your review. My entire family has been a loyal customers/members to wow carwash since they opened this location and felt that they did a great job until this. I can also understand swirl marks are possible with automatic car washes but this rubbed the paint and finish off of my car. I feel that I have been mistreated by wow car wash and would like this issue to be resolved and save other people from having to go through the same thing.

  Business Response

  Date: 03/18/2024

  Dear **************,

  We regret to inform you that your claim has been denied as our investigation suggests the damage to the trunk was pre-existing and did not occur at our facilities. Despite our use of biodegradable chemicals and foam brushes to prevent scratching, the scratches in question were already present prior to entering the wash. Therefore, we will not be proceeding with repairing the damage.

  Thank you for your understanding

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21435605
  
  I am rejecting this response because: The damage was definitely caused by your carwash and not pre existing. I would like to have the video evidence supporting your claim? I can be understanding if the damage was already there but I do not believe your claims at all. If in fact the damage was there prior to me entering the car wash I do apologize and will leave the issue alone. 

  If not I will see you in small claims and reviews will be posted because the public should be aware that this is not how you do business.

  
  Sincerely,
  
  Chase Day

  Business Response

  Date: 03/21/2024

  Good afternoon *****,
  We understand how frustrating it can be to have your claim denied, but we stand by our decision. Please contact our claims department at ****************** for the requested footage.
  Thank you.

• Initial Complaint

  Date:03/12/2024

  Type:Sales and Advertising 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.

  occurred March 7, 2024 purchased Wow wash $18 with three day rain check still valid on my receipt went back within three days for rain check. They refused service as they said they have changed. Policies was a marketing error would not accept valid. Rain check will not be going there anymore. Headed to sparkle car wash, my receipt is still valid. I would like a full refund please and thank you.

  Business Response

  Date: 03/12/2024

  Hi ******,
  
  We strive to provide the best service possible, and I understand how frustrating it must have been to hear that the rain check policy has changed. Please contact ****************** so we can process your refund for the wash. Again, we apologize for any inconvenience this may have caused, and we appreciate your understanding. 
  
  Thank you!
  

• Initial Complaint

  Date:08/07/2023

  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 once I arrived in ********* - June 12, 2023. I used the car wash approximately 5 times. I keep my car very clean and prior to this purchased washed my car by hand - so I knew all the existing marks and scratches (very few). After one wash, I noticed a severe repeat scratching on the back drivers side above between my trunk and the side panel. I filed a claim and the car wash is not taking responsibility for it. I asked to see video footage of my car before and after each wash - they refused to provide it. To this day, they are refusing to cover the damages. I havd not washed car anywhere else since arriving in *****, but with WOW.

  Business Response

  Date: 08/09/2023

  It's disappointing to hear that you were not pleased with the results of your visit. Our goal is always to provide a high-quality car wash experience. Whilst we always stand behind any damage caused by us whilst working on vehicles, if we find that damage occurred prior or was caused by another factor, we're unable to cover it under our terms and conditions. 
  
  We'd really appreciate the chance to redeem ourselves so please drop by again soon so that we can ensure you have a five star premium car wash experience next time around!

• Initial Complaint

  Date:06/01/2023

  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 the **** base car wash at WOW's W. Lake **** and *********************** location on 5/27/23. Before entering the tunnel I specifically asked the attendant if my wheels could be damaged and he assured me they would not and motioned me to continue moving forward. Not even a minute into the wash I heard knocking on the drivers side which appeared to be my wheels hitting the rails. Immediately after existing the wash I inspected my newly installed (2hrs prior to wash) brand new wheels and as suspected, they were damaged. I filed a claim that day only to be informed today because my wheels are after market, (not that the damage wasnt caused by the railing only that they are after market) the claim would be denied. I was also informed that since **** other cars didnt report my type of damage they would not move forward with the claim. I asked the claims representative who would know better than the attendants what type of damage could occur. She apologized on behalf of the attendant, not WOW and said we will take it as a training opportunity. The last I checked the attendant works for WOW and in such cases as mines makes WOW responsible for his actions when making such claims while at work. The attendant should've redirected me to the disclaimer that I never saw (my fault). He made WOW responsible dispite disclaimer so I guess we'll just see what we see.

  Business Response

  Date: 06/07/2023

  Thank you for leaving us your feedback ********.
   
  We have strict policies to ensure Guests vehicles do not get damaged in the wash process. Unfortunately, as per the Terms of Service on our site, wheels or other car parts that are after-factory installed are not covered. We take Guest satisfaction very seriously and assure you that we have passed on your feedback about the incident to the store at *************** and *********************** for further action.
   
  While it pains ** to learn that anyone is frustrated or stressed, we stand behind the investigation's findings.

• Initial Complaint

  Date:04/06/2023

  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.

  As I have opened this claim, I received zero emails stating there was a response. THERE was *********** to my bumper or my rim and I have already attached the proof provided from ******. As far as ******, she is the costumer service representative that hung up on me solving this situation from the beginning. As you can see driving into the car wash THERE IS NO DAMAGE TO MY BUMPER OR THE ***** IN THE *** THAT I ATTACHED. Look at the placement of the air valve. Absolutely absurd way of doing business, admitting fault for the rim which caused it to go in park in the first place, the lack of customer service, length since this claim and offering $500 to cover the deductible and not NOTHING.

  Business Response

  Date: 04/21/2023

  It is our goal to provide an excellent experience for each of our Guests and when we learn of a potential situation that impacts our Guests experience we approach it with an all-hands-on-deck approach.  Any and all reports are investigated internally and, in some cases, like this, independently through our insurance provider.  
  

  Although we are not pleased to learn that anyone is frustrated or unsatisfied, we stand behind the findings of the investigation.  Please find attached a letter from our insurance provider.