Complaints

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:02/23/2025

  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.

  Rocket Wash will not allow a customer to cancel their membership and will erroneously collect each month and not acknowledge the only form has been filled out to cancel. The wash does not clean or even half dry cars. Other washes charge less and do better

  Business Response

  Date: 02/24/2025

  Hi,

  I show the membership for the license plate number provided was cancelled. When customers sign up for a membership they are handed a club handout which instructs them to cancel their membership at ********************************. I do show the form has been completed and the membership was cancelled. Please let us know if you have any further questions. Thank you

   

• Initial Complaint

  Date:12/10/2024

  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.

  Rocket Car Wash ******************* ************ Sunday December 8, 2024 Between 5 and 7 PM As a VIP member, I feel that I was treated unfair and they investigation of a loss of a driver side mirror. Apparently, after speaking with the tenant and a review of their investigation. That clearly stated that the brush equipment was used this is the cause of their damage. Base off the car behind me and the fact that they dont get these claims often. Was the reason in there decision to deny me. The tenant called back to deny my claim. I feel as a VIP member and a loyal customer that I shouldve been treated a little different in this situation. I have been coming to Rocket Car Wash with my 2020 ***** Silverado. I enjoyed the car washes and thought and heavily brag about the cleaning of my vehicle each time. I have never driven through with my mirrors folded in although there is a sign that says for you to do so I feel like Rocket Car Wash should have at least met me halfway on expenses and let me make the decision if I wanted to continue to use them as a loyal car wash. In my case, I will not recommend anyone to be loyal to this company or business due to the fact that theyre not loyal back. I feel I was treated unfair and that at least at the very minimum I shouldve been compensated other than telling me that I was just denied and to move on that speaks highly of a company that expects you to be a loyal customer and not to be loyal to you.

  Business Response

  Date: 12/12/2024

  Hi ***********. Thank you for taking the time to speak with our Division Leader **** today. I understand everything is being resolved. 

• Initial Complaint

  Date:10/18/2024

  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 purchased a MEMBERSHIP and wasnt able to continue ENJOYING bc of ISSUES w/MY CAR and HAVING TO STORE IT !! I couldnt figure out HOW TO CANCEL/THEY MAKE IT SO HARD/ROCKET SCIENCE but NOT TO JOIN !!!!I was told by 2 representatives to go on their website WHICH CONTAINS ZERO #s/Email Addresses, etc !! So I called back and the 3rd VERY KNOWLEDGEABLE REPRESENTATIVE TALKED ME THROUGH THE PROCESS OF GETTING THROUGH CANCELLING and HOPEFULLY A REFUND .. ALL 3 AGREED ON THAT, since the debited ANOTHER PAYMENT and THEY COULD SEE I HADNT USED THE SERVICES !!!!FOR ME TO GET AN EMAIL, THANKING ME FOR REACHING OUT but I DIDNT GIVE THEM 7 DAYS NOTICE SO I WONT GET A REFUND but STILL NOTHING ABOUT CANCELLING .. I responded w/HOW DISSATISFIED I AM and NOT ONLY WAS I GIVING A NOTICE THE DAY AFTER THEY TOOK MY PAYMENT IN OCTOBER but I HADNT BENEFITED FROM SERVICE FOR OVER A MONTH and THAT THEY ARE NOT TO DEBIT FROM MY ACCOUNT AGAIN!!TO DATE NOTHING/NO RESPONSE ..I DONT KNOW WHETHER THEYVE CANCELLED .. WILL DEBIT AGAIN ??BAD BUSINESS WHEN REFUNDS OBVIOUSLY ARENT UNHEARD OF and MY CAR IS IN STORAGE and IM NO LONGER IN ********* !!!!A VERY DISSATISFIED CUSTOMER, DTP !!

  Business Response

  Date: 10/19/2024

  Dishione ******* signed up for our ****************************** membership. Her membership renewed on 10.13.24. She did not cancel her membership until 10.17.24. Her membership has been cancelled and no further renewals will take place. She is free to utilize the wash through 11.12.24. Her signed membership agreement that she signed on 9.13.24 states all memberships must be cancelled at least 7 days prior to renewal which was 10.13.24.

• Initial Complaint

  Date:04/19/2024

  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.

  I purchased a month membership and 24 hours before it was to renew I called to cancel membership. Spoke to a man on the phone who took my info and said your membership is canceled, you wont be charged again. Then the next day I was charged. I called and was told my manager that she hadnt worked day before and that they should not have told me this cause you can only cancel online. I asked for my money back which I was told to submit request and as long as I didnt use membership aka car wash I should get my money back. Well I have not used wash and being ignored about a refund. $36.91. I cancel cause their wash ***** and leaves car dirty and I cant afford to pay that fee for something that doesnt even wash. The man should not have told me I was canceled when I wasnt. Yet the manager doesnt want to take responsibility.

  Business Response

  Date: 04/22/2024

  Hi *******, as a one-time courtesy the $36.91 was refunded to your card this morning. Corporate is not in on weekends, so everything gets resolved on Monday mornings. In the future, please remember that per the club membership agreement you signed, all cancellations must be submitted online at least 7 days prior to renewal. Those are the terms you agreed to, but we extended a one time courtesy for you.

  Customer Answer

  Date: 04/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:04/06/2024

  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.

  The wheel brushes do not engage with the front tires. The timing of the brushes are late.

  Business Response

  Date: 04/08/2024

  Thank you for bringing this to our attention. The tire shine machine is at the end of our belts run when you are in control of your vehicle at that point. Some people do drive out prior to the go sign lighting up. If you are ever not completely satisfied with your wash, please visit the cashier lane immediately following and a crew member will be happy to process a free re-wash for you.

• Initial Complaint

  Date:10/09/2023

  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.

  I just recently submitted a complaint, I forgot to add that they have charged me for the most expensive package that I didn't have at all, I had the cheapest package membership. So, they charged my card today October 9th the highest oackage when I canceled, so here is the 2nd additional portion of my complain. Again, I can get your company whatever bank charges you need, for any kind of information

  Business Response

  Date: 10/10/2023

  Hello. We are Rocket Wash in ******* and ****** *********. We are not affiliated with any other car wash. We are privately owned. Thank you.

• Initial Complaint

  Date:10/09/2023

  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 have here 2 screen shots, one that how they can be contacted that is from the website and the other showing they recieved my email about the cancelation but then they will not not reimburse me. I still have a charge on my card, I can not screen shot my statement from the phone. I can possibly print out a statement from today's charge, Oct 9th 2023. I tried calling them today, they didn't answer the call it went directly to a voice mail in which that was completely full. So, here I done what I was supposed to I'm order to cancel in an appropriate time. I have even sent an email by ********* no response. Thank you *************************

  Business Response

  Date: 10/10/2023

  This is not Rocket Wash in ******* and ****** *********. We are Rocket Wash and are only based in *********. This advertisement is from Rocket Carwash. That is not **.

• Initial Complaint

  Date:08/27/2023

  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.

  My 16 year old son took his 2009 ***** duramax diesel through to be washed. During the wash part of his hood was blown off along with an emblem from the pickup. He was told there was no manager on duty and to call the site manager. Upon contacting the site manager ******* he was told the vehicle was too old to stand behind the claim. He also told my 16 year old son to never come on the premises again.

  Business Response

  Date: 08/28/2023

  Hi ****,

  We are very sorry to hear about the incident with your son's vehicle. We however are only the owners of the 4 Rocket Wash locations in ********* and do not have a manager named *******. We also have no affiliation with **************. Please reach out to that car wash to find their information. Thank you

• Initial Complaint

  Date:07/25/2023

  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.

  The incident occurred on 7/25/23 at 9:30am. The car wash on Spring St ripped off my OEM factory antenna on my 2021 **** F-150.

  Business Response

  Date: 07/26/2023

  Attached is the photo of our posted company policy on washing vehicles. Please note the statement on antennas. Please let us know if you have any further questions.

  Customer Answer

  Date: 07/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have never noticed the sign when entering the car wash.  After I notified the employee of the damaged antenna he also mentioned the sign. I drove around to see what sign he was referring to. 

    The sign is placed in one location, oddly positioned and easily overlooked while entering and trying to pick a lane and avoid other vehicles. The sign is placed roughly 50' before the payment gate with smaller lettering that is hard to see while driving past at **** mph. The sign is not at the payment booth or anywhere between the start of the wash where a vehicle would be stopped or rolling slow. The sign states " Just to be Safe,  Please remove antenna..."  It does not state "Antennas must be removed" or "We are not responsible for damage caused to antennas". Should I also Just to be Safe remove my factory windshield wipers? 

   If I forget and leave my hitch ball attached to my truck the wash will be stopped and I am forced to either remove the hitch or leave the wash. That is never overlooked by your staff. The same care and attention should be given to customers antennas. If you are aware the wash will cause damage to a vehicles antenna or other parts there should be the same effort made to have these items removed prior to the wash. Clearly Rocket Wash does not care about the customers vehicles.  
  
   I am requesting full replacement of my factory antenna. The vehicle needs to be repaired as it was prior to entering your wash on 7/25/23. 
  

   Please let me know if you need me to contact my attorney regarding this incident. 

  
  
  Regards,
  
  ***********************

  Business Response

  Date: 07/26/2023

  As per our conversation with **************** we have come to a solution and the matter has been handled.

• Initial Complaint

  Date:04/26/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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 April 26, 2023 approximately ****a I had my car washed and when I exited the wash my passenger side mirror was hanging by a wire. I talked with the attendant ***** and she told me that it was IMPOSSIBLE for the car wash to do that and was no further help. In fact she told me she would deny my claim! But she did off blue painters tape to hold my mirror together so it wouldn't fall off when I went to get my estimate for repair. I did get the estimate which was $1283.08!!!What recourse do I have?

  Business Response

  Date: 04/27/2023

  Hi ***,

  After reviewing our camera footage, your mirror had prior damage to it before it entered the wash. If you would like to discuss this further, please call our division leader ********************* at ************

  Customer Answer

  Date: 04/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  There was nothing wrong with my mirror and want a copy of the video footage so we can see what Rocket Wash sees.
  
  Regards,
  
  ***********************