The Better Business Bureau® (BBB®) urges consumers to exercise caution when using Club Car Wash, a Columbia, Missouri-based company operating more than 200 locations across 11 states.
BBB has received numerous complaints from consumers alleging vehicle damage, billing issues, and poor customer service.
Club Car Wash currently holds an “F” rating with BBB—the lowest on its scale—due to a pattern of unresolved and unanswered complaints. Over the past 36 months, BBB has received more than 240 complaints about the business, with over two-thirds related to vehicle damage and just over a quarter concerning membership billing issues. The company has also received 73 customer reviews, with the majority being negative.
Consumers report that Club Car Wash has failed to pay for damages allegedly caused during automatic washes. Others say they were unable to cancel memberships or obtain refunds. The company maintains that many of the complaints involve pre-existing damage and points to posted disclaimers and terms, which include damage to vehicles older than 7 years, antennas, previous chipped or cracked windshields, non-factory installed parts or aftermarket wheels, or pre-existing paint imperfections or vehicle damage.
In one case, a woman from Chatham, Ill., said her vehicle was involved in a four-car collision inside a Springfield, Ill., wash bay, leading to $5,000 in damages. In response to her complaint, Club Car Wash stated, “There was no equipment malfunction on behalf of Club Car Wash, and our posted signage states Club Car Wash is not responsible for incidents that occur due to driver negligence.
Another customer near Cape Girardeau reported that a piece of her vehicle’s molding was torn off during a wash, with repairs estimated at $568. Club Car Wash did not respond to the complaint.
A third consumer from Arnold said her son’s vehicle incurred $600 in damage to a window, for which the company denied responsibility. Club Car Wash did not respond to the complaint.
Founded in 2006 as Tiger Express Wash, Club Car Wash rebranded and expanded quickly. Missouri Secretary of State records show the company registered as a foreign entity in Delaware in 2019. The company’s website lists Rollie Bartels as CEO and founder, and a 2021 press release named NFL star Travis Kelce as a co-owner. BBB’s attempts to reach both Bartels and Kelce for comment were unsuccessful.
A Club Car Wash executive previously responded when BBB raised complaint pattern concerns, stating: “We have video and photo proof that these cars come in with the damage, but they feel the need to still make a complaint. The other thing is 228 complaints, thankfully, are minimal to the 50 million cars we have washed in that time frame so it’s obvious we don’t damage vehicles.”
BBB’s tips for using car wash services:
– Research the business at BBB.org before paying.
– Review terms and disclaimers posted at the facility or on the company’s website.
– Understand subscription plans and how to cancel them. Monitor your billing statements.
– Pay by credit card when possible to retain the ability to dispute charges.
– File complaints with BBB and your state attorney general’s office if you feel wronged.
