Complaints

• Initial Complaint

  02/04/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Jan.28th I took my Car to ******** for a Car Wash when I drove out the Car wash i proceeded to Dry my Car Off I Noticed Some Scratches on the Hood of My Car they responded that My Claim was invalid because I didn't have Scratches from Front to Back I'm Disgusted from the Reviews I've Read they Should be Held Accountable

  Business response

  02/05/2025

  Thank you for reaching out. I apologize you are less than satisfied with the determination of your claim. Please know we take all concerns very seriously, thoroughly investigating each concern. The markings being claimed are inconsistent with the wash and equipment and are isolate to one area of the hood.  If something were in our equipment causing damage, it would be in a uniform pattern from the front of the vehicle to the back, as that is how the equipment touches the vehicle as the vehicle proceeds through the tunnel.  We apologize for the inconvenience, and we hope to see you again soon! Thanks, Club Car Wash

• Initial Complaint

  01/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went through the carwash and some time during the timing of the wash was altered. When o reached the end of the wash I the green sign prompted me to exit and when I did the door came down on my truck and damaged the rack and the roof. The attendant took pictures and said she would report it to claims. Claims said it was my fault. When I asked to see the video club carwash claims refused to show me and said I needed a lawyer or police. The incident occurred exactly one year ago today but Im just went to maplewood police and the refused to file the claim and a lawyer may be too expensive

  Business response

  01/21/2025

  Thank you for reaching out. I apologize you are less than satisfied with the determination of your claim. Please know we take all concerns very seriously, thoroughly investigating each concern. As the agent discussed with you on the phone after reviewing your claim, our footage shows your vehicle is not being pushed by the rollers, indicating your vehicle was not in neutral, like our instructions state.  *********** policy does not allow us to send video footage directly to the customers, but we'd be happy to provide that to your insurance company, should they reach out and request that.  Again, we apologize for the inconvenience, and we hope to see you again soon! Thanks, Club Car Wash.

• Initial Complaint

  01/08/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I sent a message on this companys website to cancel my monthly membership in December. I didnt get a response until days later only to ask what i needed. The emails began back and forth for about a week or so to do one simple task! First someone responded and then the responses stopped. I called in on 1/7/25 because i was then charged for a whole new monthly membership! I have never experienced customer service so bad in my LIFE! The *** , ***** that i spoke with was so rude and refused to get a manager or supervisor on the phone. I will never get a membership with this company again. They refused to give me a refund even after days of emails and some with no response. This is a terrible way to do business and I will blast them on every social media outlet I have.

  Business response

  02/05/2025

  We apologize for any inconvenience you have experienced. We do require a 7 day notice to ensure that our system is able to process your cancellation in a timely manner. Your recharge date is the 7th of each month, and our records indicate that your first cancellation request was submitted on 1/1/25. You also emailed our *************************** on 1/3/25, in which we responded on the same day to assist you. We have cancelled your membership and your last day to use the wash will be 2/6/25. 
  
  
  If we are able to assist you in any other way, please call our **************** at ************. Thank you.

• Initial Complaint

  01/03/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Club Carwash is using unfair business practices by continuing to charge people for their services after cancellation!I received a confirmation email stating that my account was closed and cancelled in November 2024 after filing online as required. Recently I noticed a $22 charge on my bank account for ************************ contacted customer service to ask why I was being charged for a service that I cancelled and I was told that it automatically restarted after 7days of cancellation and I have been charged for several months now. It may be possible for a refund but not sure?How is a business allowed to automatically restart a service that is cancelled without my consent? Why is your policy not updated or working to resolve this issue?

  Business response

  02/05/2025

  We apologize for any inconvenience. According to our records, it appears that we have resolved this issue. This was a system error, but we have corrected it. If you are still having issues, please contact our Corporate Office at ************. Thank you.

• Initial Complaint

  01/02/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a brand new truck 2024 f150 on 1/27/24 went to Club car in ********* IL on 1/28/24 to have membership changed from my 2017 Dodge ram 1500 to my new vehicle **** F150 left and came back on the 29th for a first car wash went through the wash and drove around to the vacuums started drying off my truck and noticed marks across my hood from their car wash equipment that slides back-and-forth over your vehicle. I notified the attendant right away he took pictures. Said somebody was going to call us received a phone call on 01/2/25 saying that they were not going to cover the claim as their car wash did not cause the damage and said it mustve came that way from the factory when it was delivered,when clearly their car wash did cause the damage because we had no damage when we went in to the car wash and then come out and there was damage that looked like drags marks across the hood of the truck, which is what their equipment does.

  Business response

  01/21/2025

  Thank you for reaching out. I apologize you are less than satisfied with the determination of your claim. Please know we take all concerns very seriously, thoroughly investigating each concern. The markings being claimed on your vehicle are inconsistent with the wash and equipment and are also isolated to one area of the truck.  If there were something in our wash damaging the vehicles, it would be a very uniform pattern from the front of the vehicle to the back, since that is how the equipment touches the vehicles. I apologize for the inconvenience this may have caused and we hope to see you again soon - Club Car Wash 

• Initial Complaint

  12/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have not received the options of the car wash that I have been paying for (last 2 months at $35/month).In addition to not getting what I paid for this car wash did $600 in damage to my vehicle. The car wash is not being maintained correctly which would of avoided damaging vehicles had it been.

  Business response

  12/24/2024

  Thank you for reaching out. I apologize you are less than satisfied with the determination of your claim. Please know we take all concerns very seriously, thoroughly investigating each concern.  Club Car Wash has posted signage at all locations stating we are not responsible for any style antenna.  I have attached a photo of our polices for your reference.  Thanks!

  Customer response

  12/31/2024

  What about not getting the tier wash I have paid for the last 2 months?  I pay $35/month for Elite but have only been getting the rookie wash.

• Initial Complaint

  12/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Scraths on hood and trunk.

  Business response

  12/17/2024

  Thank you for reaching out. I apologize you are less than satisfied with the determination of your claim. Please know we take all concerns very seriously, thoroughly investigating each concern. The markings being claimed are inconsistent with the wash and equipment and are isolate to one particular area of the vehicle.  I would be happy to further discuss should you wish to reach out to our Corporate Office.  Thanks!

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I currently have a membership with this company and I took my vehicle to get it washed as I was driving home. I saw my hood completely scratched up. I have called and Im waiting for a return call. I dont know if their appointment in the car wash was not clean properly, but my hood of my ******** Escalade is completely scratched and thats very expensive to fix . I am waiting to hear back from them because I do expect compensation being that good job to fix all of those scratches will be very, very pricey and I cant afford that.

  Business response

  11/25/2024

  Thank you for reaching out. Please know we take all concerns very seriously, thoroughly investigating each concern. I don't see that a claim was filed under your name/phone number/email.  I would be happy to further discuss should you wish to reach out to our office, or you can return to the wash location and file a claim for the damages.  Thanks, Club Car Wash.
  

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was damaged at the car wash, and the company denied responsibility after I filed a claim. They suggested that the damage wasn't there and that there was a delay in filing the claim, despite their policy stating that claims must be made within 24 hours. I submitted my claim within 12 hours.Immediately after the wash, I went to an appointment for an oil change, where I discovered the scratch on my car. I took a photo of the damage, but the claims representative refused to review it.The companys only argument against their responsibility was that there was no further damage to the car.This scratch was clearly caused by their equipment. Unfortunately, the company shows little regard for customer service, likely due to the lack of competition in the areathey've driven other businesses out of town.

  Business response

  11/25/2024

  Thank you for reaching out. I apologize you are less than satisfied with the determination of your claim. Please know we take all concerns very seriously, thoroughly investigating each concern. The markings being claimed are inconsistent with the wash and equipment and are also isolated to one area of the vehicle. Unfortunately, there is nothing further we're able to assist with. Thanks, Club Car Wash.

• Initial Complaint

  10/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On October 11, I entered into the club car wash on crossover Road in ************, ******** with my wifes truck to the attendance directing me and then young man had me locked in to position within what seemed to be perhaps 1 foot of the rear bumper of a big red **** truck directly in front of me, but I trusted the system as always but this time somewhere during the second half of the pass-through car wash with the fabric slashing across my windshield I suddenly felt an impact, and then I noticed brake lights directly in front of me and then everything seem to go to normal . I suspected the individual in front of me had stopped for whatever reason and my car was forced into the rear of his truck bumper and my suspicions were confirmed once I had myself exited the car wash, but by this time the vehicle in front of me was long gone onto the main road of crossover. I then went to the attendance who directed me into the car wash to begin with and they proceeded to file a claim with me. In a couple of days I received an email confirming the accident report. Today I received a call from a young lady who after Talking to me and saying she is reviewing a video comes back on the phone and says unfortunately she doesnt see anything the other driver or anyone did and they cannot see into the car while in the car wash so blew me off. Ive been using this car wash since they opened for both vehicles My wifes vehicle I pay more attention to that or I have somehow fabricated an incident while going through the car wash is ludicrous and offensive. I am tended to file a complaint against the club car wash for their failure to acknowledge any responsibility or anything else regarding this matter. The cost appears to be several hundred dollars to replace the front grill of my wifes 2022 ******* Santa ****.Sincerely ***** ******.

  Business response

  11/12/2024

  Thank you for reaching out. I apologize you are less than satisfied with the determination of your claim. Please know we take all concerns very seriously, thoroughly investigating each concern. After reviewing your claim, and further discussing with you, we do not have any footage of the incident occurring.  We cannot provide any information to the other vehicles involved if we cannot see the incident.  Furthermore, our footage did show that you exited the wash with the same amount of rollers behind your drivers side rear tire, as you had when you were loaded.  Again, we apologize for the inconvenience.  Thanks, Club Car Wash

*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. ↩