Complaints

This profile includes complaints for Express Wash Holdco, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Express Wash Holdco, LLC

  1927 Henderson Rd Columbus, OH 43220

• 

  Clean Express Auto Wash

  400 Lincoln Hwy East Mc Keesport, PA 15035-1404

• 

  Clean Express Auto Wash Streetsboro, LLC

  9475 State Route 14 Streetsboro, OH 44241

• 

  Clean Express Auto Wash - Middleburg

  18170 Bagley Road Cleveland, OH 44130

• 

  Green Clean Express Auto Wash

  5820 W. High St. Portsmouth, VA 23703

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:04/16/2025

  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 took my van to the newly opened *********************************************** location on 3/1/25 for a wash. While in the wash with my 3 Grandkids, there was a loud bang sound. When we got out, we pulled over & looked at the van but couldn't see any damage. We drove home & as we were driving, my side molding was flapping in the wind. The brushes in the car wash some how got ahold of the molding & yanked the bottom bracket & broke it so only the top bracket was holding my molding on. I immediately went back to the car wash & let the workers know I had damage & they said they would do a claim for me. The 2 boys couldn't do it so they got the girl who came out with a clipboard & started writing on it. She said hold on, went back in & then sent one of the boy workers out to say that they didn't know how to do a claim so I would need to come back in the ************** to the Manager. We put tape around the bottom of the molding when we left for church the next morning. Well, when the wind got up under the broken part of the molding, it broke the top bracket & the molding flew off while we were on the freeway. We actually stopped on the side of 270 & looked for the molding but couldn't find it plus it is a very busy road to be walking on. To make the rest of the story shorter, A claims *** finally called me about 3 weeks later & told me there is video of my van going out & there was no damage that they could see. I told the *** that I know what the van looked like when I left, you couldn't tell the molding had been broken but when I drove away it started flopping & that was what the loud noise was that we heard. I went directly home & saw how the damage effected the molding. After many calls to the claims ***, she stated that the Co will not be fixing my damage. When my van went into the car wash, there was absolutely no damage on it & when I drove away, there was! I have an estimate for $269.83.I tried to add ******************** details but exceeded allowed amount. Attached as document.

  Business Response

  Date: 04/24/2025

  Thank you for your inquiry.

  Following a comprehensive review by our claims team, it was determined that the car wash was operating properly at the time of the incident, and no damage was observed on the vehicle upon its exit from the facility.

  However, as a gesture of good faith, we have decided to proceed with a repair and process the claim accordingly. Please expect an email from ********************************* containing a release form for payment.

  Should you have any further questions, feel free to contact us at ************. Our support team is available Monday through Saturday from 7:00 AM to 7:00 PM, and Sunday from 8:00 AM to 8:00 PM.. 

  Thank you,

  Kelly 

  Customer Answer

  Date: 04/25/2025

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:03/24/2025

  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 August 30, 2024 I went through the ******* Carwash in ***********. May is basically new and treated better than most people. I an very aware of every inch of my car. I have never had an issue with Moo Moo before, but on this trip the machinery damaged my car. I sent an email immediately after leaving the carwash and again two months later. I never received a response. I see that this organization has an issue to responding to BBB complaints. If I don't hear back within the next two weeks I will be sending a complaint to the *************************, followed by filing a court case.I want my car fixed.

  Business Response

  Date: 03/24/2025

  Thank you for reaching out, we are sorry to hear about your experience. According to our records, we sent an email back to the email you sent us on 8/30/2024 at 12:20pm. However, the email address is different than the one on this claim. The email address we sent the response to was **************************. In this email, we explained that an incident report needed to be filed with the location in question. In this case, you stated our *********** site. Please let us know if an incident report was filed. Our **************** Phone # is ************. We are open M-Saturday 7am-8pm and Sunday 8am-8pm. Thank you, Kelly 

• Initial Complaint

  Date:02/20/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 signed up for a 50% off monthly car wash subscription on 1/17. I was planning on canceling my subscription prior to the renewal date on 2/17. My credit card was charged on 2/15 for the next month, two days prior to the subscription month renewal.

• Initial Complaint

  Date:02/05/2025

  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 went to the car wash on 29th of Jan , about 1215pm ish... When i came out my rear winsdhield siper was broken and my car was spotty and still dirty. I got a worker to see my windshield wiper and see if we could fix it.. they didnt know how to fix it. I had to file a claim and wait 72 hrs. I have called car wash and contacted coporte.. NO answers.I also demanded a refund of my $40 a month fees and asked to have my membership cxd immediately , NO response.

  Business Response

  Date: 02/20/2025

  Thank you for reaching out, we are sorry to hear about your experience. We have cancelled your account as of the 14th and refunded you the $40.00 for your monthly charge. Please let us know if you have any questions. 

  We hope to see you again in the future. 

  Kelly 

  Customer Answer

  Date: 02/20/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22905630
  
  I am rejecting this response because: did u neglect the part that you broke my windshield wiper.. good thing I didnt wait to fix it until someone called- never happened.
  
  Regards,
  
  Robynlynn Held

• Initial Complaint

  Date:01/30/2025

  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 a monthly subscription to this car wash. On January 20 at about 1:00 PM I went through the car wash and I drovefor about 30 minutes when I arrived at my destination I went inside and my husband got out and inspected my car and noticed a scratch. The scratch was not there before I went into the car wash. I had called the car wash and the corporate number every day for a week trying to figure out how I could go about getting this fixed whats the process and nobody ever answered the phone. I finally went up to the car wash and filled out an incident report only to be told that there was nothing they could do. They are saying that it did not happen there and I know for a fact that it did this is a brand new car. It has not been scratched anywhere else. Nothing else happened. They are saying they dont see the scratch on video. The scratch is very faint and is probably not able to be picked up by the video but I know for a fact that this is where it happened at. It seems this car wash has a reputation of scratches happening to vehicles and then them not wanting to pay for the damages.

  Business Response

  Date: 02/06/2025

  Thank you for reaching out regarding your concern, in reviewing your account it appears that we sent your incident to our ***************** to review, and it was determined that the scratches were not consistent with our wash. We take these concerns very serious, and we review each video of your vehicle going into the wash and coming out of the wash. We were not able to determine any malfunction with the wash which would cause a scratch. Each of our brushes are made of an envirosoft foam that does not hold debris and is not abrasive to a cars finish. We washed hundreds of cars on the day in question and did not have any other reports of damage to vehicles on this date. We are sorry to hear that you are not satisfied with your wash quality and hope to have you as a customer in the future. 

  Customer Answer

  Date: 02/06/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22878809
  
  I am rejecting this response because: 
  My car is brand new. The scratch didnt come from anywhere else. I keep hearing about this video but I have not been provided with a copy of said video to see for myself. You will never have me as a customer again. Why on earth would I go somewhere that does not take damages to my vehicle caused by their equipment seriously. I have read reviews on ****** of this happening several times. I want a copy of these videos. 
  Regards,
  
  ****** ******

• Initial Complaint

  Date:01/21/2025

  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 visited the car wash today at 1:16 pm and paid $18.00 for a car wash. Receipt number A233986. As I approached the entrance the attendant motioned me to turn my wheels to the right. As I turned right I could feel my right wheels hit the rails. He was standing in front of the driver's directing me. He kept motioning me to turn right until my front tires seem to go over the railing, then he motioned me to the left. I could hear a loud scraping noise as my car seem to get in the proper area to enter the car wash. He gave the air freshener and instructed me to put the car in neutral and take my feet off the gas and not touch the steering wheel. About half way through the wash my tire air pressure warning came on indicating low air pressure in my front driver's side tire. When I exited the wash ,I drove around to the area near your office to speak to your manager, as I noticed the valve on the tire was broken.I was told your manager was in a meeting and could not come out and see me. One of the attendants who said his name was ******** *********, gave me an incident form to fill out, said he would give it to the manager.. He nor none of the 3 other employees said they knew what the manager's last name was when i asked them. I filled out the forms. I tried to add air to the tire before I left the car wash, but the broken valve would not allow air to go into tire. Since the tire is almost flat now, I had no choice but to try and get it repaired, as it was 11degrees and I have to get home. Luck for me Big O tires was just across the street, and I took the car there. After a 2 hour wait they were able to repair my car. The valve stem and the tire monitor was broken and had to be programmed and replaced. The repair cost me $85.00. Whether they agree to repay me or not, I will share my experience with my ***** social media contacts, The Next-door site that reaches hundreds of thousands daily and other outlets

  Customer Answer

  Date: 02/03/2025

  BBB received attachments via US Mail

  Business Response

  Date: 02/20/2025

  Thank you for reaching out regarding your wash experience. We are sorry to hear about your experience, every incident is reviewed and submitted to our insurance company. In reviewing your account, there was a claim # assigned to your report. The claim # is ******P and your adjuster was ***** *****. It appears that your claim was denied as the team member that loaded you did load you correctly and there was no malfunction with the wash. If you have further questions on your claim, please reach out to QBE *************. they would be happy to discuss this further with you and answer any questions about your claim. 

  Have a great day, 

  Kelly 

  Customer Answer

  Date: 02/23/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22840769
  
  I am rejecting this response because:  The loader lied.
  
  Regards,
  
  ***** ***

• Initial Complaint

  Date:01/15/2025

  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 received an email from you requesting that i reactivate my account, and i refused to reactivate and closed out my trail offer December and you continued to charge me ***** after i paid you ***** for the 2 months trail. you went into my account unauthorized without my permission. please refund my ***** to its original payment method this is the email i received from you guys How To Reactivate 1. Click REACTIVATE 2. Enter your RFID TAG # ************ and the LAST FOUR of the credit card used for last successful billing then Click LOGIN 3. Confirm/update your contact details 4. Click the UNLIMITED PROGRAM dropdown, then Select BUY UNLIMITED PROGRAM 5. Select an unlimited package 6. Verify existing or enter new credit card and procced with Checkout 7. Your account is live and ready to WASH!

  Business Response

  Date: 01/16/2025

  Good afternoon, thank you for sharing your concerns with us. In looking at your account, you signed up on 11/2 for a 2-month Holiday Promotion for 1/2 price. You were charged ***** on Nov 2 and Dec 2nd for the Promotion. After that the membership went to full price which is $40.00. You were billed $40.00 on 1/5/2025 which is the regular monthly charge after the promotion ended. We are not able to refund the charges due to you washed your vehicle 3 times after you were billed the $40.00 on 1/5/2025. This account has been cancelled, and no other charges will be billed. You can still wash until 2/4/2025 since you paid on 1/5/2025. After the 4th of Feb, your account will no longer be active. Thank you for being a valued member and we hope to see you again in the future. 

  Customer Answer

  Date: 01/22/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22814520
  
  I am rejecting this response because: again I canceled this trial and I told you not to go into my checking account. So you debited again against my will. I did not authorize you to debit my checking account so with that I will be going to the ***********************. This is considered unfair justice. 
  
  Regards,
  
  ********* ******

• Initial Complaint

  Date:12/28/2024

  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 went to the *******, ******** location on *********** today 12/28/2024 and I brought an air fresher and was never given one and when I asked the attendant when I was proceeding to go through the wash I was told I had to get 3 washes for a air fresher which is totally false and theres no signage stating that so Im very disappointed and will open a case with the Better Business Bureau to advise my experience.

  Business Response

  Date: 12/31/2024

  Thank you for reaching out, we are sorry to hear about your experience with us. It appears that you were given incorrect information about our air freshener campaign. When you purchase an air freshener you should receive 1 air freshener at that time. Due to the inconvenience, I have emailed you separately a free wash code for our Top Wash which is valued at $22.00. Please accept this as an apology on behalf of Green Clean Auto Wash. 

  Thank you for washing with us, 

  ***** *********************************** Manager 

  ********************** 

  Customer Answer

  Date: 01/02/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22741304
  
  I am rejecting this response because: I didnt get the email, my email address is ***************************
  
  Regards,
  
  ******** **********

  Business Response

  Date: 01/03/2025

  Thank you for reaching out, I have sent the coupon twice to the same email address that you provided. Please check your spam or junk folder for these emails. If you still do not have them, we can also try and send it through a text message if you would like to try that. We apologize for the inconvenience. 

  Customer Answer

  Date: 01/06/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22741304
  
  I am rejecting this response because: I think I found it in my spam box but unsure on how to redeem, can I get it sent through text
  
  Regards,
  
  ******** **********

  Business Response

  Date: 01/07/2025

  We have voiced the coupon codes that were sent to you via email and sent you a new one via Text message per your request. You can take that text message to any Clean Express Auto Wash and simply scan the ** code to redeem it for a Free Wash at the Kiosk. You will choose the top wash and then scan the ** code to pay for the wash- this is valued at $22.00. Please let us know if you have any other questions or concerns. Happy Washing! 

  Customer Answer

  Date: 01/07/2025

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  ******** **********

• Initial Complaint

  Date:11/08/2024

  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 10/18/24 I took my vehicle through the Flying Ace Express car wash (*************************************************************************). My vehicle suffered over $500 in damage to my trunk brake light. The brake light cover clips were broken and the cover was split. I have car cam video of the breaking off and landing on my front windshield. I filed an Incident Report just after the incident and it was signed by the manager (******* *******). Pictures were taken by the car wash manager. On 10/30/24 I received a letter from QBE Senior Claims Representative ******* ********* that stated After careful evaluation of the facts, we have determined that our insured was not responsible for the accident. We, therefore respectfully decline payment of your claim. Their reasoning, There were no operational issues noted during your wash. Adhesive and clips used to secure molding can deteriorate over time. I did provide additional car cam video and pictures to QBE. They still declined my ******** pictures clearly show broken clips and a broken brake light cover. I believe the car wash mechanism that went over the top of my car broke the brake light cover and clips then the blow dryer finally dislodged the cover. The insured company: Express Wash Holdco LLC (policy 171001413)Insurance company: ******************************

  Business Response

  Date: 11/12/2024

  Thank you for reaching out, I have left a Voicemail for Mr. ****** to return my call to discuss his concerns. 

  ***** *********************************** Manager 

  ********************** 

  ************

• Initial Complaint

  Date:10/10/2024

  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.

  In 9-12 I visited the location where my rear wiper was broken off my car. I filed a complaint with them and have gotten the run around from ***** ******. I have been to the location. I filed the paperwork. Provided pictures and got nothing but hassle from this person stating they dont have anything. Pull the cameras. You will see it

  Business Response

  Date: 10/14/2024

  Thank you for reaching out regarding this concern. We have responded to *** on multiple occasions regarding this concern. We have asked her to call in to get more details and information about this incident and we have not heard from her. We have called her and left a message and no response. *** has been made aware that all incidents have to be filed at the location the incident has occurred. We do not have an online incident filing process that she mentions in her complaint. She did a follow up request; this is used when someone is following up on their incident that has already been processed. We have two locations in ************, and we have reviewed video footage for both. However, due to no incident being filed, we do not have the exact date and time or location that this occurred and have not located the footage. We would be more than happy to follow up on this incident and review further. Our wash location needs to take a complaint and fill out an incident report, they will capture all the details about the incident and then review from there. We cannot process an incident from the online form she states she filled out. We want to help get this report taken care of for ***. 

  Customer Answer

  Date: 10/23/2024

  They have contacted me as of yesterday stating they no longer have the footage of the incident 

   

  waiting to hear back.  They dont seem to want to take ownership of the damages 

  Customer Answer

  Date: 10/28/2024

  
  
  ---------- Forwarded message ---------
  From: *** ******* <*****************************>
  Date: Wed, Oct 23, 2024 at 8:14 PM
  Subject: Re: You have a new message from the BBB of ************ in regards to your complaint #********.
  To: Better Business Bureau <**********************************************************************************************>
  
  
  They have contacted me and we have spoken. Now they are saying they do not have the video footage of the incident
  Sent from ***
  

  Customer Answer

  Date: 10/28/2024

  I have spoken to ***** who has promised a call back and has not done so.  Please do not close this complaint as she has not followed thru 

  Business Response

  Date: 10/29/2024

  I spoke to the customer today and she agreed to a settled amount of a refund of $65.00 opposed to getting an estimate for the rear windshield wiper. Refund has been issued and will take 3-5 business days to reflect in her bank account.