By Jim Utter
Director of Journalism
This week the Better Business Bureau issued a consumer alert about Club Car Wash due to the nearly 250 complaints it has received from consumers alleging vehicle damage, billing issues, and poor customer service.
Club Car Wash, a Columbia, Missouri-based company operating more than 200 locations across 11 states, currently holds an “F” rating with BBB – the lowest on the scale – due to a pattern of unanswered and unresolved 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 business also has received 73 customer reviews, the majority of those 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 seven years, antennas, prior chipped or cracked windshields, non-factory installed parts or aftermarket wheels, or pre-existing paint imperfections of vehicle damage.
Founded in 2006 as Tiger Express Wash, Club Car Wash rebranded and expanded rapidly. 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.
The BBB said attempts to reach both Bartels and Kelce for comment were unsuccessful.
A Club Car Wash executive previously responded when BBB brought complaint pattern concerns to its attention, 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.
