Complaints

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

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Flagship Carwash has 43 locations, listed below.

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  Flagship Carwash

  Oakbrook Terrace, IL 60181-4743

  
• 

  Flagship Carwash Center Inc.

  785 Hungerford Dr Rockville, MD 20850-1725

  
• 

  Flagship Carwash Center Inc.

  14131 Daves Store Ln Gainesville, VA 20155-4067

  
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  Flagship Carwash Center Inc.

  43985 Pipeline Plz Ashburn, VA 20147-5879

  
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  Flagship Carwash

  20395 Broad Overlook Dr Ashburn, VA 20147-7362

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:05/14/2025

  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.

  My vehicle was damaged by Flagship Car Wash due to the Tunnel 1 operator not covering / securing my rear wiper prior to sending my car into the wash tunnel. (negligence and / or poor / untrained employee) The wash equipment pulled my rear wiper arm from the vehicle and twisted / mangled it. A piece of the fabric from the wash equipment tore off and remained lodged in my rear wiper. I attempted to address the issue with management (requested repair) and was told they're not responsible for any damage to a vehicle that's >10 years old - even if it's a classic car that was recently fully restored. (2021 / 2022 in my case). I understand older cars may have damage and they should not be responsible for preexisting damage. My car had no damage until they washed it on 5/10/2025. The damage is due to negligence / not following procedures on the part of the car wash. The manager initially offered me a free car wash and saying the wiper / wiper arm could be easily bent back into place. My car cannot be washed due to the damage - the manager agreed. He attempted to bend the wiper / wiper arm back into place unsuccessfully. I received a follow-up call today (5/13/2025) saying they accept no responsibility for damage due to vehicle age, but could offer me a free 1-month subscription for unlimited washes. Again, my car cannot be washed at all due to the damage. All I wanted is for the damage to be repaired. I've been a loyal unlimited wash subscription holder for nearly 10 years. Based on their logic, any damage to a vehicle that happens during a wash is OK and they're not reponsible if the vehicle is >10 years old... so, theoretically someone could barrel kick or smash an older car while in-tunnel and that would somehow be OK. They wouldn't be responsible because of vehicle age - regardless of it being a fully restored classic car in excellent, very clean condition and / or allegedly regardless of how / why the damage occurred.

  

  Business Response

  Date: 05/29/2025

  Thank you for taking the time to share your experience with us. Were sorry to hear about the concerns youve described regarding your recent visit to our Flagship Car Wash location. Please know that we take all customer concerns seriously, especially when it involves potential damage to a vehicle.We have forwarded your complaint to the appropriate team for further review and follow-up. They will work to provide additional clarity regarding the decision on your damage claim.We appreciate your patience as we look into this matter further, and thank you again for bringing it to our attention!

• Initial Complaint

  Date:05/06/2025

  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 got a carwash at this location and it was AWFUL. the staff is rude and condescending and I need a refund asap. I purchased a $30 carwash and they didn't do anything included. I will never be returning. I've talked with chat support a million times and I have never got an actual solution

  

  Business Response

  Date: 05/27/2025

  We're very sorry to hear about your recent experience, and we completely understand your frustration. This is certainly not the level of service we aim to provide, and we appreciate you taking the time to share your concerns. To ensure this matter is addressed appropriately, weve escalated your request, and a team member will be reaching out to you within 12 business days to follow up and assist further.
  Thank you for your patience, and we appreciate the opportunity to make this right!

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23293091
  
  I am rejecting this response because:
  ***** from Flagship has reached out offering two flagship package washes that I should receive by text. I'll update when I receive. 
  Sincerely,
  
  Freena C

  

  Business Response

  Date: 06/09/2025

  Customer was sent washes 6/9/25 

• Initial Complaint

  Date:05/05/2025

  Type:Billing 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 original flagship account was ************, this was established in January of 2022. Fast forward to November of 2023 for whatever reason another account was created ************, since that time I have been getting double billed. The original flagship location when I created the original account (good) was the location on ******************************. The flagship account where the erroneous account (bad) was created was ****************************************************************************. The resolution I would like is to be refunded for the duration of when I was getting double billed please. The amount in question is approximately $750.

  

  Business Response

  Date: 05/27/2025

  Thank you for reaching out and providing detailed information regarding your account concerns. We understand how frustrating billing issues can be, and we appreciate you bringing this to our attention.
  Please know that your request has been forwarded to our retention team and a team member will be reaching out to you within 12 business days to further assist.
  We value your continued membership and appreciate your patience as we look into this matter.

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23288178
  
  I am rejecting this response because: I have only received approximately $200.94, I spoke with someone on the phone and told them I would like to receive the full amount I am due which I believe to be closer to $700. She stated her system would not allow her to process a refund higher than that and in order to receive more I would need to speak to her manager, I told her I would like that and I have never heard anything back. This phone call occurred on May 9th. The phone number was ************.  Thank you. 
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 06/06/2025

  Hi there *****!

   Did management follow up with you following that call? That way we know the proper team to escalate this to and best advocate!

   

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23288178
  
  I am rejecting this response because: No one has reached out to me again. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:04/18/2025

  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.

  My car was damaged in the car wash on 02/21/25. I submitted a claim before I left that day and did not receive a call back or resolution from the company. I have been calling any phone number I can find, but have not received any calls back. I went to the location and they took my information but still no phone call was received. I have not received any information about my claim or even a tracking number, no POC to contact. I will be going to small claims court to recover the re-imbursement for the damage to my vehicle.

  

  Business Response

  Date: 05/12/2025

  Thank you for reaching out. I want to let you know that your concern has been forwarded to the appropriate team for review and follow-up. They will be in touch with you shortly to assist further.

• Initial Complaint

  Date:04/14/2025

  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.

  Flagship signed me up for a subscription membership without my knowledge. There are numerous reviews on this very site that show other people were scammed like this as well. I tried to call numerous numbers but to no avail and was told to go through the web site. The email there was less than fully responsive and said that they "do not have a refund policy" and there was no phone number to get in touch with anyone. I was charged about $40/month until I noticed it on my credit card. I can't believe this place still has an A+ rating with the BBB.

  

  Business Response

  Date: 05/07/2025

  Thank you so much for taking the time to bring this to our attention, and we sincerely apologize for the frustration.We have sent your complaint info to our retention team to reach out to you as soon as possible. Please allow 2-3 business days to hear from them to assist in looking into this further 

• Initial Complaint

  Date:04/11/2025

  Type:Product 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 am writing to formally dispute the charges made to my account on April 5 in the amounts of $44 and $74.99, totaling $118.99.When I enrolled in your membership program, I was explicitly told that I would receive a free month due to canceling my previous membership with Canton Car Wash. Additionally, I was informed I would receive three months at 50% off. I presented proof of my cancellation at the time of sign-up, and I joined in good faith based on this agreement.However, I was still charged the full amounts, which violates the terms I was promised. Despite multiple attempts in person and through email to rectify thisincluding documentation and conversations with staffI have only been refunded $37.49. This is unacceptable.Given the circumstances, including the failure to honor the promotional terms and the lack of adequate customer service, I chose to cancel my membership. I believe I am entitled to a full refund of $118.99 based on:1.Misrepresentation of the membership terms.2.Overcharges despite the agreed-upon discounts.3.Repeated failed attempts to resolve this issue over several days.

  

  Business Response

  Date: 04/28/2025

  Thank you so much for taking the time to bring this to our attention, and we sincerely apologize for the frustration./We have sent your complaint info to our retention team to reach out to you as soon as possible.Please allow 2-3 business days to hear from them. If Thank you for the opportunity to make this right!

  Customer Answer

  Date: 04/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:04/01/2025

  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 used the car was on ****************************************************************************************************, on 3/29/2025. The carwash malfunctioned and my car struck the car a head of me. I followed the attendants instructions when I first entered the car wash, the attendant concurred. Halfway through the car wash my vehicle collided with the vehicle in front of me. I dialed 911, and police said they were on there way.The attendant started the car wash again and my car ran through the car wash. The carwash attendant refused to identify himself. I am seeking compensation to repair my car.The attendant refused to identify himself or have me fill out a damage report.I called Flagship corporate at ************, and they took my information over the phone, but never emailed me a copy of the damage report, as they said, is the there policy.I feel this could be some sort of discrimination for the way I was treated. Police came and collected a statement from all parties involved.I understand accidents happen, however their unprofessional approach should me noted to other ******************************** verbally made statements and retracted them. Concerning taking car of the damage to my car. For legal reasons I have not included all details of the accident.The attendant should have left the vehicles where they were after the accident, and allow law enforcement to assess the situation. What is of concern is Flagship's failure to take this situation seriously, and making statements in an unprofessional and threatening manner.

  

  Business Response

  Date: 04/28/2025

  At Flagship Carwash, we are committed to ensuring a safe and respectful environment for every customer, and we take all feedback seriously. We appreciate you taking the time to outline your experience in such detail, and we would like to assure you that we have reviewed the matter internally and have shared your comments with our management team for further evaluation. Although we cannot discuss specific findings from the ongoing review due to privacy and procedural policies, please know that we are committed to treating every customer with fairness and respect. If you have any further documentation or would like to speak directly with management please reach us at ******************************** with your BBB Complaint #

• Initial Complaint

  Date:03/26/2025

  Type:Billing 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 February 22, 2025, I visited a family member in *******, **. I live in **. I went to the Flagship Car Wash located at ****************** and used my Discover Credit card to pay for a $25.00 car wash. I authorized a single car wash for this day. I have never visited this business previously.On March 22, 2025, I noticed a charge in the amount $25.00 for the same Flagship Car Wash on my Discover credit card. I contacted customer service for Flag Ship Car Wash and was told that when I visited the car wash the employee signed me up for a monthly car wash service and attached a license plate to the account. The license plate on the account is TT 1421. This license plate does not have any of the combination of numbers in my license plate on my vehicle and my license plate is a NJ license plate.Customer service told me that they would cancel the charge and that I should submit an email to the corporate office. The charge has not been credited and I have not heard from anyone regarding my email either to advise that they have received it or a response to the outcome.Questions to be answered:Why did the employee sign me up for a monthly wash program without my authorization and knowledge? This is credit card fraud.Who was the employee and was the manager of the car wash advised of the situation?How many times did someone use this account during the 30 day period from February 22nd through March 22nd?How many times did license plate TT 1421 go through the car wash and what is the make and model number of this vehicle?Did corporate investigations review the surveillance cameras and identify the employee that processed my transaction on February 22nd 2025?Are there any other people that this has happened to at this location?If I lived in ********, I would file a police report with the local law enforcement agency for the crime of credit card fraud. I will be filing a complaint with the ************************.

  

  Business Response

  Date: 04/24/2025

  Confirmation by district manager that customer was refunded and account settled on 4/9/2025. Please reach out to us at ******************************** with any additional concerns.

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23117509
  
  I am rejecting this response because:

   

  The business failed to answer the questions that were sent to them with this written complaint and the same questions were provided to the "manager" when he contacted me by phone.  It appears from the reviews of this business that are posted on-line that this is a common practice of employees charging customer's credit cards for services that they did not receive.  
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 05/14/2025

  Operations management has confirmed that as of 4/9/25 a refund had been initiated er the request of the customer

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23117509
  
  I am rejecting this response because:

  Business still answer the questions that were sent to them with the original complaint.  Answer the questions as posed to them as part of their "investigation"

   

  Thank you

  
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/26/2025

  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.

  To Whom It May Concern,I am writing to file a formal complaint against Flagship Carwash regarding deceptive business practices and unprofessional customer service. I signed up for a monthly car wash membership at the Flagship Carwash on January 24, 2025, after being told multiple times by the service worker that I would be charged $18.00 per month for the service, instead of the usual $29.00, with no hidden costs or price increases. The service worker assured me that the pricing would remain consistent and there would be no surprise charges.However, after the first two months of being charged $17.99 on January 24, 2025, and $18.00 on February 24, 2025, I was charged $31.00 on March 24, 2025, without any prior warning or explanation. I contacted Flagship Carwash to express my concern, not seeking a refund, but rather a simple explanation of the unexpected price increase. The response I received from their customer service was unhelpful and dismissive.I never received such a text or email, and there was no written documentation or any verbal communication at the time of sign-up indicating that the price would increase after the first two months. I was misled about the terms of the service, and when I reached out for clarification, the response was rude and dismissive. They treated me as if I was only seeking a refund, when in reality, I simply wanted an honest explanation.The lack of transparency in pricing, the unprofessional customer service, and the deceptive practices are unacceptable. I am disappointed that Flagship Carwash has failed to uphold its promises and has treated me, a paying customer, in such a manner. I would have continued using the service had I been informed honestly about the pricing structure, but now I feel deceived and betrayed.I request that the BBB look into this matter, as I believe Flagship Carwashs business practices are unethical, and I seek a resolution to ensure that no other customers are misled in the future.

  

  Business Response

  Date: 04/24/2025

  We are truly sorry to hear about the experience described and appreciate the opportunity to address these concerns. At Flagship Carwash, we take customer feedback very seriously, and we strive to ensure that all aspects of our service, including pricing and communication, are transparent and handled professionally.  Please be assured that we have contacted the appropriate site leader and supervising team to investigate this matter thoroughly. A proper follow-up will be conducted, and the customer can expect a response from our local management team within 12 business days.

  Customer Answer

  Date: 05/02/2025

  Complaint: 23117070
  
  I am rejecting this response because: I havent been contacted by the business.
  
  Sincerely,
  
  ***** Cho  

  

  Business Response

  Date: 05/21/2025

  **** you so much for taking the time to bring this to our attention, and we sincerely apologize for any frustration this experience may have caused.
  We have forwarded the details of your concern to our customer retention team, who will be reaching out to you directly. They will be happy to review your account, clarify any confusion regarding the membership pricing structure, and ensure you receive a full understanding of the terms and communications associated with your plan.
  We appreciate your feedback, as it helps us continuously improve our service and communication. Thank you again for giving us the opportunity to address your concerns.

• Initial Complaint

  Date:03/24/2025

  Type:Billing 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 recently experienced an issue with Flagship Carwash, as they charged me twice for my monthly subscription of $59.99. When I called their customer service, no one seemed able to resolve the issue. Instead, I was directed to their website to submit a form to their "refunds department." The customer service agent I spoke with acknowledged that I had been charged twice for the same vehicle; however, he informed me that he could not issue a refund. Unfortunately, the "refunds department" does not have a contact number, and he could not explain why this issue occurred. I followed his instructions and submitted a form on their website. I hope to hear back from them soon. I am filing this complaint because this is not the first billing issue I have encountered with Flagship. As a large company, they should have knowledgeable staff available to address and resolve issues promptly once they are confirmed. I am holding the company accountable until I receive the double payment of $59.00 back in my account.

  

  Business Response

  Date: 04/17/2025

  Thank you for bringing this matter to our attention. We have informed our Retention Team, and they will be reaching out to you directly to provide further assistance. Your concerns are important to us, and we are committed to making sure they are properly addressed.
  If you need any additional support in the meantime, please dont hesitate to contact us at ********************************* We appreciate your patience and the opportunity to resolve this matter.