Complaints

• Initial Complaint

  01/07/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When you get a pass for the month, they do not tell you it is a reoccurring fee or they hide the fact and make it impossible for you to know. Second, to try and cancel is an absolute nightmare to the point I cancelled my card and closed the bank account. I did not nor did I ever agree to it to be reoccurring when the *** said its $22.99 for the month and took my card. In ******** using a computer system (banking system) to commit a crime is a felony which is what happens every time they steal your money. **** you and your horse. 

  

  Business response

  01/21/2025

  Im really sorry to hear about the frustration and confusion youve experienced with the Wash Today promotion. Transparency is incredibly important to us and our Okie Auto Wash principles; we sincerely apologize if there was any lack of clarity around the recurring fee from our onsite members. To better assist you and help ensure any unused funds are refunded, please reach out to our customer support team directly at ************************ Theyll be happy to address your concerns and work with you to resolve the situation promptly.
  Again, Im truly sorry for the inconvenience, and we appreciate your feedback as we continue to improve our service.
  
  
  
  
  

• Initial Complaint

  12/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dates of transactions 11/22/24 & 12/22/24 Charges ***** Xs 2 I have not been to this business since prior to 11/11/24 as my vehicle was in an accident. They have vehicle scanners that should be able to verify this, and I have a police report confirming the vehicle accident.I called to get reimbursed, and was told it was MY fault, and that they still collect their dues even without rendering services. I would like my money back.

  

  Business response

  01/06/2025

  Thank you for bringing this to our attention. On behalf of the *******************, we apologize for the frustrations and inconvenience this has caused. We have forwarded your contact info over to the appropriate team members to ensure you are provided a resolution. Please allow no more than 3-4 business days to hear from us. 

  Customer response

  01/07/2025

   
  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

  12/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was damaged in their car wash 11/26/2024 they were made aware right after it happened. When I showed them the employee said this happens all the time they are denying fixing the car after they told me when they reviewed the video footage there was no damage going in but coming out there was!

  

  Business response

  12/29/2024

   I sincerely apologize for the way you were treated by our team.
  We would like to investigate this further and ensure that your concerns are addressed. Could you please send us the details of the location where this incident occurred to **************************** This will help us review the situation thoroughly and work towards a resolution. Thank you for bringing this to our attention, and again, Im sorry for the inconvenience this has caused. We are committed to ensuring our customers' satisfaction, and we will make every effort to address this appropriately.

  Customer response

  12/30/2024

   
  Complaint: 22685273
  
  I am rejecting this response because:

  Waiting on business to respond to email I sent them per their request. 
  Sincerely,
  
  ***** *****

  

  Business response

  01/19/2025

  Im really sorry to hear about the damage to your vehicle and the frustration you've experienced.  I want to assure you that our customer service team has reached out to you to gather further details so they can better assist with resolving this matter. Please dont hesitate to follow up with them, and well do our best to address your concerns as promptly as possible. Thank you for your patience during this process.

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/11/24 I went to OKIE EXPRESS AUTO WASH here in ************ off of 75 across from **** to get my car washed. I paid for the wash above the basic wash as my car wasnt that dirty. ****** power washed the front and the wheels before I got into the tunnel part for the automotive wash. After the wash I pulled into the parking lot where they have the vacuums I got out and proceed to vacuum my car and wipe it down I get to the front part of my car realized that the paint on my hood is missing. I drive a newer vehicle (palisade) that does not have anything cosmetic damage to it. I proceed to talk to what was the assistant manager and showed him my car and he said he would have to look at the cameras and see if that was there before and he would contact me after they reviewed the cameras in a few hours. I never got a call so I went back up there (the same day) and was told by the worker there apparently just as I was pulling in the assistant manager was leaving. In which I havent been rude, mean, loud or said anything to not have him talk to me further. The worker then called him and he said he looked at the cameras and the damage was not there before the power wash and for me to fill out an incident form. I get a call back the next day from the manager and he says sorry this was an accident and theres nothing we can do its very unlikely that this can happen but it can. (Which it did) but they will not be fixing the damage. I asked for corporates number they told me they dont have it or any number that they could give me. I received a call from the manager again the following week just to say the same thing yes it happend and after further review they cant do anything about it. This is very disappointing. As anyone else Ive worked hard for this car $40k+ and Im not in agreement thats its okay for a business to damage your car and not want to fix it. Thats just not right rather it was a accident or not.

  

  Business response

  10/10/2024

  Please know that we take your concerns seriously, and we do not want to see you left feeling unsupported. To better assist you and address this matter appropriately, we kindly ask that you send all relevant details, including your contact information and a description of the situation, to ************************* this will allow us to escalate the issue to the appropriate team, and ensure that your concerns are thoroughly reviewed.

  Customer response

  10/16/2024

   
  Complaint: 22338713
  
  I am rejecting this response at this time because I want to ensure that I'm not just heard but that this incident is resolved by my car getting repaired from the damages that your carwash caused. I will be responding back to you through the corresponding email that you have provided. I've already submitted and filled out a incident report at the ******* location and I was told by the manager ****** that all incident reports are sent to your headquarters. But I will be in contact with you through the email to diligently get this issue resolved.
  
  Sincerely,
  
  Dnelle *****

  

  Business response

  10/31/2024

  Hello Dnelle, I have checked our reviews email and haven't seen anything form the email you provided in your BBB Complaint. Could you provide the exact address of the location this occurred at via this portal and ill ensure it gets to the right team and our claims department to better understand what occurred and investigate this further for you?

  Customer response

  11/01/2024

   
  Complaint: 22338713
  
  To respond to your last message the incident happened and occurred on 9/11/24 at OKIE EXPRESS AUTO WASH located at ***************************************************************************************** 

  
  Sincerely,
  
  Dnelle *****

  

  Business response

  11/15/2024

  Thank you for providing the location! We have provided the details of your comlaint and contact information to the district supervisor for this location to ensure a follow up within no more than 2 business days to further assist in providing a resolution!

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took our car through the car wash and the machines within tore the driver side view mirror off the car and proceeded to damage the entire driver side doors or the vehicle. We immediately told them what had happened and they reviewed the video and agreed their car wash damaged the car. The owner asked us to go get 2-3 estimates for repairs. We provided those and he didnt like them so he asked us to go get two more estimates. We said we would get one. The one we got matched the previous two and he told us due to the amount of damage he would need to file a claim with his insurance and they would contact us in 48 hours. We have waited 5 days and still no call from insurance. He is now not responding to texts or phone calls and we arent sure what we need to do to get our car repaired.

  

  Business response

  09/03/2024

  Thank you for bringing this to our attention. We sincerely apologize for the unexpected wait time. When a damage claim is made and the quote exceeds a specific amount, our management team has to file it through our insurance and unfortunately can only wait to hear back one its with the insurance company just as it would be in personal scenarios as well! I would be more than happy to check on this for you. Please send the address of the location the incident occurred at to ************************ and we will be able to locate this claim that way and provide an update. Thank you for the opportunity to look into this further!

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went through this car wash and received damage to my van. I filled out a damage report with an employee right after it happened back last May. I was told I would hear back from their office with a resolution but, even after calling their cooperate office and leaving voicemails I have yet to hear from anyone.

  

  Business response

  08/14/2024

  Thank you for taking the time to reach out to us regarding your incident report! Could you inform us what location this occurred at so we can get this to the right management team to ensure you are followed up with?

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/15/2024 At approximately 2:55 pm I went through the Okie Carwash and it damaged my windshield. As I was going through it I heard a loud pop to my windshield and then after that I could hear the cracking sound. When I proceeded to vacuum my car out I could see that my windshield was damaged. I immediately told the supervisor ****** on site and she took the report and said that ***** w going to call me but it went on for weeks and ***** never called. I was contacting headquarters left and right. Finally ***** called he asked me for an estimate then disappeared on me. Until I called him and texted him and then he said due to preexisting damage in which there was no damages done but the ones their carwash did to it. ... They're trying to find a reason to get out of paying for it. That's just wrong to make up a reasons to not pay for my windshield.

  

  Business response

  07/26/2024

  Im sorry to hear you had such a frustrating experience, but we really appreciate you bringing this issue to my attention. Our management staff will look into this. Since this is a site-level issue, the best way to go about this would be to reach out to the site and speak to the General Manager of the location as they and their manager review based on the footage and ensuring the damage was under the damage policies that are posted throughout the site prior to tunnel entry. Feel free to reach us at ************************ if you need further assistance with understanding the claim decision or to get back in touch with management!

  Customer response

  08/14/2024

   
  Complaint: 22003968
  
  I am rejecting this response because: 

  Ive been reaching out to the company and the site managers and ***** said for me to get the estimate for my windshield then changed his mind. Its not fair. I dont accept the message that was sent.

  
  

  
  
  Sincerely,
  
  ***********************************

  

  Business response

  08/24/2024

  I'm sorry about your recent experience. Our staff probably didn't notice the pre-existing chip in your windshield otherwise, they would have notified you to avoid the wash to prevent accidents such as yours. Cracks are more likely to spread when the temperature changes; this is called thermal expansion. Temperature changes cause the glass to expand and contract, which can make your windshield a bit more fragile and more prone to breaks. Likewise,if the glass cools too quickly this also can cause stress on the windshield. Our team member wanted to ensure the claim was followed through timely in the case the footage and our insurance didn't see a pre existing chip which is why we recommend having a quote in handy to repairs can be immediate once a decision is received by our claims/insurance team. Unfortunately, in this instance, our claims team reviewed footage and denied the claim. We sincerely apologize on behalf of the team as it is so extremely important to set up proper expectations and clarity during frustrating situations such as these! We are so sorry this was not the conclusion you are looking for but after revisiting the claim with corporate management and our claims team, we unfortunately can't take responsibility per our guidelines before the tunnel.

• Initial Complaint

  03/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've been trying to cancel my monthly service since October of 2023. I've emailed the customer service email and tried chatting with people on the website but have been unable to get it cancelled. I received one response in November asking for my name, ID number, and location I signed up and in December my card was not charged. I thought the membership was cancelled. However, I was then charged in January. I emailed customer service again, no response. I was charged in February, emailed again, no response. They tried charging me in March but I cancelled the card. Now they want my new information to charge me again but I can't get a hold of anyone. I tried to submit an online form to cancel my membership and it says my code is not active so I can't cancel it. But I am still being charged. I would like a refund for November, January, and February charges. Membership number 6259+886792

  

  Business response

  03/22/2024

  Thank you so much for taking the time to bring this to our attention and we sincerely apologize for the frustrations. We want to be sure to correct any error that *** have occurred in this cancelation process. Please send your account info to ************************ as soon as you can and we will be happy to assist in getting this taken care of, and ensure any unused money is refunded back to you!

• Initial Complaint

  02/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This business repeatedly enters people into automatic monthly payments unknown to the customer. Theyll offer you a discount car wash and if you say yes theyll run your credit card and enter you into an automatic monthly payment. No contract, no signature, not even a receipt. I unfortunately dont often check my bank statements but recently found theyve been charging me $24.99 a month for the last 17 months. I am serving an overseas tour in the military and havent been home in a year, so I emailed the company with no response. When I reviewed their ******** reviews, it seems this happens to many other individuals, who also get charged monthly without consenting. The business doesnt respond to emails of customers requests to end the monthly subscriptions. This doesnt seem legal and is an obvious scam. Who can I contact to ensure they can no longer get away with this scam?

  

  Business response

  02/06/2024

  Thank you so much for taking the time to bring this to our attention and we sincerely apologize for the frustrations. We want to be sure to correct any error that *** have occurred in this cancelation process. We have used your complaint info to send to our retention team to reach out to you as soon as possible and assist in canceling your account and seeing what issues *** have occurred in your monthly charges. Please allow 2-3 business days to hear from them via call/or email and reach out to ************************ if you have not received confirmation within that timeframe. Thank you for the opportunity to make this right!

• Initial Complaint

  01/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for the ***************** membership under a promotion they had when they opened the new location. The promotion was 50% off for 6 month price lock.The first 2 months my credit card was charged $25, but then they charged me $50 for the following 3 months. I did not notice it on my bill until now.I contacted their customer service and she said all she can do is cancel my membership, She said she can not issue a refund. She told me to email the company through the website. I have several times with no response.

  

  Business response

  01/11/2024

  Thank you so much for taking the time to bring this to our attention and we sincerely apologize for the frustrations. We want to be sure to correct any error that *** have occurred in this cancelation process. We have used your complaint info to send to our retention team to reach out to you as soon as possible and assist in canceling your account and seeing what issues *** have occurred in your monthly charges. Please allow 2-3 business days to hear from them via call/or email and reach out to ************************ if you have not received confirmation within that timeframe. Thank you for the opportunity to make this right!

*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. ↩