Complaints

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

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Zips Car Wash has 127 locations, listed below.

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  Zips Car Wash

  8400 Belleview Dr Ste 210 Plano, TX 75024-0431

• 

  Zips Car Wash

  5090 W University Dr Prosper, TX 75078

• 

  Zips Car Wash

  5274 Dixie Hwy West Chester, OH 45014

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  Zips Car Wash

  12167 Montgomery Road Cincinnati, OH 45014

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  Zips Car Wash

  11346 Princeton pike Cincinnati, OH 45246

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:04/25/2025

  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 am rejecting this response because:   I was told that I was only signing up for three months of car washes. I was never told that I was agreeing to continued membership payments. I even looked through the Zips app to make sure and I could not find anything under my profile which suggested that I had agreed to additional payments. I did not see my credit card stored. I did not see anything to indicate a recurring membership fee. This business is engaging in fraudulent practices. at I had agreed to recurring charges. I contacted Zips and they said sorry, you didn't notify us 7 days before the recurring billing so we are not going to refund you for any of these [fraudulent] charges and we are not going to change our decision. I feel fully scammed. And now I see many other complaints on BBB for this very same thing. I really want a refund of that $60 which I DID NOT AGREE TO and I want a warning to go out to other customers that this business is scamming people.

  Business Response

  Date: 05/02/2025

  Hello ********!
  
  We understand you are disappointed with the determination made on your refund request.
  In this case we cannot issue a refund due to our company policy.
  
  The Terms&Conditions for the membership program state that you are authorizing Zips Car Wash to debit your card each month for your membership, and that if you are enrolled into a promotional offer, your card will be debited the full amount for the plan once the promotion has expired.
  
  Zips Car Wash cancellation policy states that cancellation requests must be made at least seven days prior to the bill renewal date.
  
  We encourage you to utilize your membership through 05/05/25.
  
  Best Regards,
  
  Zips Car Wash Customer Experience Team
  

  Business Response

  Date: 05/02/2025

  Hello ********!
  
  Your membership is available to view in the app through email  ***************************. If you are having trouble with this, our team can assist you.
  
  We will not be able to issue the refund you are requesting, and encourage you to use your membership through 05/05/25.
  
  Best Regards,
  
  Zips Car Wash Customer Experience Team
  
  

• Initial Complaint

  Date:04/24/2025

  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.

  While traveling through the car wash the car wash transport system pushed my vehicle into the back of the vehicle in front of me and pushed the vehicle behind me into my vehicle. This damaged the front and rear of my vehivle.

  Business Response

  Date: 05/01/2025

  Hello ******!
  
  Our records show the damage claim was not accepted.
  
  We understand this is disappointing news and encourage you to reach out to your insurance provider for further assistance.
  
  Best Regards,
  
  Zips Car Wash Customer Experience Team

• Initial Complaint

  Date:04/23/2025

  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 am rejecting this response because:   You have lied to me from the start you told me there is a third party vendor that handles claim damage payouts now your telling me your account department dose it which one is it? You have been withholding information from me since the beginning your damage claim system is set up in a way that collects all my personal information and my insurance policy information and in return I get nothing from you. No insurance policy from you or a state that says your self insured instead I have to play email tag with you to get bits and pieces of information while I'm left in limbo speculating. Even after you finally accepted responsibility you refuse to disclose information on who or where this payment is coming from so someone can get an update on how far along you are in the process. Now your saying its handled internally you can't call down to your acct department and ask where or when this might show up. This isn't no paint scratch its a cracked rim and slashed tire. You mentioned I must wait the full 6 to 8 weeks is there a reason for this it really takes you 8 weeks to print out a check or are you delaying purposefully. I wouldn't question everything if there was some actual transparency.

  Business Response

  Date: 04/24/2025

  Hello *****!
  
  The most recent update we have is that the release and settlement agreement was received and accounting was contacted to send a check to you.
  While we understand the frustration with waiting on your claim check, we ask you allow the full 6-8 weeks for your check to arrive.
  
  If we may assist you with anything else, please reach out.
  
  Best Regards,
  
  Zips Car Wash Customer Experience Team

  Business Response

  Date: 04/25/2025

  Hello *****!
  
  To clarify, our accounting department is through a third party vendor.
  
  If you have anymore questions or concerns, please reach out.
  
  Best Regards,
  
  Zips Car Wash Customer Experience Team

• Initial Complaint

  Date:04/22/2025

  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.

  Visited Zips in 10/2023 and started membership. Realized I wsn't using the membership so cancelled in 08/2024. Visited again 10/2024 but did not sign up for membership. Company started billing me automatically in January 2025. Contacted my bank to cancel my debit card and request refund. Company denied refund stating I never cancelled membership. The fact is I never requested the membership to restart. The documentation provided to my bank was the original membership from 2023 but that paperwork also shows my cancellation in 08/2024. There is not paperwork to show the membership resuming as I never completed any.

  Business Response

  Date: 04/29/2025

  Hello *********!
  
  Our records show that a refund in the amount of $25 was issued back to your card as of 04/23/25. It may be as late as 04/30/25 before your refund reflects on your account if you do not see this refund yet.
  
  If you have anymore questions or concerns, please do not hesitate to reach out to our team.
  
  Best Regards,
  
  Zips Car Wash Customer Experience Team
  
  

• Initial Complaint

  Date:04/16/2025

  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.

  Good evening Zips Corporate Office,I am emailing you all to inform of an unfortunate situation that occurred yesterday around 3:50 p.m. I actively go to your car washes and have maintained two memberships with you. I appreciate how your products actually shines the vehicles the way that it should. There is an issue, yesterday, an elderly woman was accused of pressing her brakes or going into park. I was in the middle and there was a male behind me. When you are on the traction line, you must stay in neutral from what the guided employee of your organisation disclosed. The lady pressed brakes and I'm literally being shaken from side to side because of the mistake of the woman pressing the brake. *****, the site manager in ********, Va did report that the lady pressed the brake and she has video footage. The police was called. I cannot verify if she hit her brakes or not because of the soap suds. Either way, my truck took some hits and I have contacted her insurance company State Farm about fixing the vehicle. I understand that it is good for the employees to fit in as many vehicles as they possibly can, but the employees should allow a certain amount of feet between those vehicles. As customers, we are being instructed to get on each other's bumpers and it is not only this location. Every Zip's, I go to they direct customers to come inside with barely a foot space from the vehicles ahead of them. I am suggesting that you all add to the contract/policy a certain distance between those cars and trucks or I may pursue further actions. Also, there should be some type of negotiated compensation.

  Business Response

  Date: 04/23/2025

  Hello *******!
  
  We appreciate your feedback and take your concerns and suggestions to heart.
  
  We have forwarded this feedback to the car wash manager as well as the area manager.
  
  If you have anymore questions or concerns, or need additional assistance with something else, please reach out to our customer experience team online at ****************************, or by phone at **************.
  
  Best Regards,
  
  Zips Car Wash Customer Experience Team

• Initial Complaint

  Date:04/15/2025

  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 am rejecting this response because:   It is documented by cameras at the site and the mechanic that has done routine maintenance to my vehicle that there was no existing damage. My vehicle does not fall under the 100k miles or over 10 year old statement. The claim originally filed under ******* **** was APPROVED and then denied for what reason once bills submitted? The manager on site admitted fault to damage as well as the damage ***** There was absolutely no damage to my car prior to entering the facility, and this is clearly due to the amount for damages that the claim was initially approved and denied in addition to the fact the company is filing bankruptcy.bmit.We went back and forth with the damage **** up until April 3 2025 when they reached a decision denying the claim. No reason was given as to why the claim was denied, when it was originally approved before receipts and estimates submitted. Upon denial, the damage **** instructed us to file a claim through my car insurance, which can't be done because my policy doesn't carry the needed coverage.I reached out to an attorney who informed me that ***'s is filing bankruptcy, and there is a current class action lawsuit. I however was not eligible for the class action because there was no bodily damage during the incident. The attorney suggested I ask my auto insurance about filing themselves as a creditor on the bankruptcy, in an attempt to recoup some of the funds lost. My auto insurance is not willing to do that due to no claim being eligible to be ******** date I am out almost $10K, still have a vehicle that is undriveable, and no resolution to this issue.

  Business Response

  Date: 04/23/2025

  Hello ********!
  
  We understand you are disappointed in the determination on your damage claim with Zips Car Wash.
  Upon entering the car wash, there is a sign with a disclaimer that states that Zips is not liable for damage to vehicles over 7 years old or over 100k miles, as well as existing damage.
  It was determined that there was existing damage to the vehicle which is the reason the claim was denied.
  
  We understand this is disappointing news, but this determination is final and will not be overturned.
  
  Best ****************************************************

  Business Response

  Date: 04/23/2025

  Hello ********!
  
  The vehicle is listed as a 2014 year model, making the vehicle 11 years old. 
  
  If this is incorrect, you are welcome to respond with updated information through your claim portal, however we cannot guarantee this will change the determination made based on the additional factors that were noted.
  
  Best Regards,
  
  Zips Car Wash Customer Experience Team
  
  

• Initial Complaint

  Date:04/15/2025

  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.

  My credit card was charged $50.00 for something that I am unaware. I have only used this Car wash one time earlier this year. I have read reports that this has happened to several other people. I purchased one car wash and agreed to nothing else.

  Business Response

  Date: 04/16/2025

  Hello *****!
  
  Thank you for reaching out! We see you have a support ticket from contacting our customer experience team. We have responded to your ticket to get additional details to locate the membership account.
  You should have an email from this morning. Please respond to our team member with the details being requested so we may better assist you.
  
  Best ****************************************************

• Initial Complaint

  Date:04/07/2025

  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 took my new car to JetBrite carwash in ************, ** (************) on March *******. ********************************** dented and scratched my car around the driver side. I wish that I would've read reviews about this carwash before taking it here since it seems to be an issue with this carwash. I reported the incident and they denied the claim with no explanation why. My car had no damage prior to taking it here.

  Business Response

  Date: 04/25/2025

  Hello ******!
  
  We understand you are disappointed with the determination made on your damage claim.
  It was noted that the claim was denied due to existing damage. If you have additional documents you would like to provide, you may submit them in your claim portal. However, we cannot guarantee this will change the determination.
  
  We encourage you to reach out to your insurance provider for additional assistance from here.
  
  Best Regards,
  
  JetBrite Customer Experience Team 

• Initial Complaint

  Date:04/07/2025

  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 canceled a subscription for a Car Wash plan that charged me 25$ a month in June of 2023. They have been charging me 25$ a month still since then and when I emailed them with proof and to further confirm my cancellation, they only sent me a refund of 75$ instead of over 400$ that they owed me. I filed a fraud complaint with my bank and I have screenshots of proof of my cancellation in June of 2023 via email as well as my bank statements.

  Business Response

  Date: 04/09/2025

  Hello ****,
  
  I wanted to personally thank you for reaching out to ** regarding your refund request. Your communication is important to us, and we appreciate the opportunity to address your concerns.
  
  Unfortunately, we are unable to issue any further refunds at this time due to our company policy. In your case, we will not be able to issue an additional refunds since a dispute has been opened with your bank.
  
  Your bank will make the final decision regarding your refund.
  
  If you have any further questions or concerns, please do not hesitate to contact us. Your satisfaction is important to us, and we are here to assist you in any way we can. We value your feedback and are committed to improving our services based on your experience.
  
  Thank you once again for your understanding and for giving us the opportunity to address this. We truly appreciate your support and look forward to serving you better in the future.
  
  Best regards,
  
  Zips Car Wash Customer Experience Team