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Business Profile

Car Wash

Ultra Clean Express Car Wash

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Ultra Clean Express Car Wash's headquarters and its corporate-owned locations. To view all corporate locations, see

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Ultra Clean Express Car Wash has 6 locations, listed below.

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    Customer Complaints Summary

    • 28 total complaints in the last 3 years.
    • 6 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/15/2025

      Type:Billing Issues
      Status:
      Resolved
      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 was a membership owner for their monthly wash program. Back in February of 2025 I went into their office and spoke to an employee. I told him that I was cancelling my membership. He told me that my membership had been cancelled. In March, while going through my bank statements I observed that I had been charged. So, this time I went online and cancelled my membership on their website. It is now April and going through my bank statements I noticed that again they charged me *****. At this point I believe they are refusing to cancel my monthly membership. That is business in bad faith on their behalf. Please help.

      Business Response

      Date: 05/08/2025

      Hello *****,

       

      Thank you very much for reaching out! my name is maya, and I am here to help! I sincerely apologize for all of the frustrations that this may have caused you. I would love to help you resolve this issue. I will need some more information from you in order to locate your unwanted membership, make sure it gets cancelled and get you those refund. Could you please either email me at **************************************************************************** or respond to this complaint with the following information:

      1. The last four digits of the card being charged

      2. The car wash location where you started your membership

      3. The amount being charged

      4.The day of the month that you are being charged.

       

      With this information I will be able to help you out.

       

      Have a wonderful day,

      Maya

      Customer Answer

      Date: 05/09/2025

       
      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:11/18/2024

      Type:Billing Issues
      Status:
      Resolved
      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 promotion at Ultra Clean Car wash on Eastern. I was never informed that it would become a monthly charge of $26.99. I attempted to call their local number at ************ and I was only able to leave a message. I also used their drop us a line feature to contact them. I also attempted to cancel membership twice and never received a confirmatory email. I have not received any communication at all from them. I just want to cancel my membership that I never wanted. Thank you

      Business Response

      Date: 12/04/2024

      Hello ********,

       

      I am so sorry to hear about the frustrations you have endured while trying to get your membership cancelled. My name is Maya, and I am here to help!

       

      I looked into your situation and found what happened. It looks like you had requested membership to be cancelled after the renewal date. Your membership was successfully cancelled in our automated system, but your message was not read because the membership was automatically cancelled. Our policy requests our guests to request a refund within 3-5 days before your renewal date but because you had not intentionally signed up for a membership, I have refunded you for your $26.99 transaction. Please allow 3 - 5 business days for the refund to be reflected onto your account.

       

      If you have any questions, concerns or issues with receiving your refund, you may contact me at: **********************************************************************************************************************************************.

       

      Have a wonderful day,

      Maya

       

       

       

      Customer Answer

      Date: 12/19/2024

      It has been resolved. Sorry for the delay as I hadnt received any previous emails. Thank you for taking the time to look into this????

    • Initial Complaint

      Date:09/16/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 Friday September 6, 2024 around 7pm. I went to the ultra car wash on ******** to utilize my membership pass. As I entered the car wash I was instructed by a car wash attendant to proceed putting my vehicle in neutral and taking my hands off the steering wheel. The car started rolling as usual until midway during the cycle. At this point the car wash started to malfunction and began jerking the car up and down and back and forth but the car was not moving. The tracks eventually reset and pushed my vehicle straight through the remainder of the cycle without finishing the wash. The light flashed GO so I began exiting the tunnel when my car started making a loud screeching sound . I turned to left as if I was going towards the vacuum area just to move out the way of traffic / exit of tunnel. I got out the car and noticed what looked like a car exhaust lodged into my right tire. I began to inspect the car and noticed soap still on my vehicle and damage to my tires/ rims as well as the skirt. I immediately brought it to the attendants attention as well as the car exhaust and was instructed to complete an incident report-which I did. I then took the car to a car shop to have the vehicle lifted to inspect the under carriage which also displayed the damages mentioned as well as scratchs to my pipes and axel .. I am sending this to request Ultra Car Wash for payment / solution to repairs to said damages. Due to the negligence of the attendants not inspecting the car wash tunnel for debris - The car wash malfunctioned causing damage to my vehicle. -After multiple attempts to speak with a higher authority. The company had a new attendant respond to me that they were not liable to my car being damaged inside their wash tunnel because it was caused by someone elses car and I needed to **** down that car in question. They refuse to give me contact information to reach anyone. The car wash had debris in there that caused it to MALFUNCTION during my wash

      Business Response

      Date: 10/02/2024

      Hello Ashlichoi,

       

      Thank you for reaching out. My name is Maya, and I am here to help! I sincerely apologize for the damage to your vehicle. I have reviewed your situation and I have discussed this matter with all of the involved parties. After reviewing, I have unfortunately come to the same conclusion as our staff at the car wash. Because the damage to your vehicle came from a part of someone else's vehicle, the damage is not our responsibility.

       

      We have carefully watched security footage, and we have inspected our car wash. We have no damaged or malfunctioning parts in our car wash tunnel. If there were a piece of damaged equipment, that could have caused this, but that is not the case. We have images of all of the equipment in the tunnel that were taken the night of your incident and non of them show any damaged parts. 

       

      Once again, I sincerely apologize for any and all of the trouble that this has caused you. As for a resolution, I am able to offer you some free wash codes. If you would like some free wash codes, please email me at: [email protected].

       

      Thanks,

      Maya

    • Initial Complaint

      Date:09/03/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Brought my classic mint condition 1975 jaguar XJ6C to the car wash as I have many times before with my cars. I bought the monthly deal and they advanced me in. A quarter of the way through the car jumped off the track. It was headed to the large machinery, I and started beeping the horn. There was NO ATTENTANT available and 3 finally ran in and stopped the machine. My hands DID NOT touch the wheel it jumped off track. The wheel spun all the way to the left and both front and back wheels were off the track. I heard a big boom and started beeping the horn and put on the brakes for minutes before they arrived. All the while a suv was on my back bumper.After 72 hrs they said they are not responsible because they have a sign that states not responsible for cars over 5 years. That would eliminate many patrons. Plus they said my hands were on the wheel. I couldnt because my car was in a hole. I would like to see that footage because it was only after the attendant told me to back up while they used a large piece of iron to get me out. It just so happens that they had this iron right there so I must not be the only one its happened to. There is extensive damage to my car!! I will never patronize this business again. Can you get me a copy of the footage!!!

      Business Response

      Date: 10/02/2024

      Hello ********** And ***** ********,

       

      Thank you for reaching out! My name is Maya, and I am here to help! First of all, I am so sorry to hear about the damage to your vehicle and I sincerely apologize for all of the frustrations that this may have caused you.

       

      After discussing this matter with our staff, I have come to the same conclusion. Because the car was properly loaded onto the track and because the car is more than 5 years old, there is unfortunately nothing that we can do and the damage is not our responsibility. I am not able to provide any camera footage, but I do have images of the vehicle being properly loaded onto the track. 

       

      I am able to offer you some free washes or a refund for your most recent transaction but that is all that I can provide you with. If you would like any free wash codes please reach out to me at: **********************************************************************************************************************************************.

       

      Thanks,

      Maya

    • Initial Complaint

      Date:08/05/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 had an account at the ******** location and let my account lapse .I was close to the ***** location and it asked if I wanted to renew my account and I pushed yes.I see in my bank account they are in the process of taking a payment out for each location.Are they not all the same business or is each location separate in which case please cancel the ******** location.Thank You P.S. can I be notified when the ******** location is cancelled ?

    • Initial Complaint

      Date:08/05/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      The employees at the car wash did NOT stop the wash when a tesla in front of me suddenly put itself in park, this caused the rollers to push my vehicle ******* sentra silver) into the tesla, repeatedly. Despite me blaring on the horn for minutes, it continued. They even sent in a jeep behind me, and it ended up hitting me because of the tesla. So I was hit from front and back.

    • Initial Complaint

      Date:06/13/2024

      Type:Billing Issues
      Status:
      Answered
      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 Haven't Had a Membership in 2 Months and They Charged My Card Today 06/13/2024 for $19.99 and I Would Like My Money Back...

      Business Response

      Date: 06/14/2024

      Hello Antressa,

      My name is ****, and I am here to help! I apologize for any inconvenience this may have caused you. I have cancelled this membership and refunded you for your charge on 6/13/24. Please allow 3 - 5 business days for the refund to be reflected onto your account. 

      If you have any further issues please reach out to me at: ****************************************************************************.

       

      Thanks,

      Maya

    • Initial Complaint

      Date:05/15/2024

      Type:Billing Issues
      Status:
      Resolved
      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 was lured into purchasing a whole month of unlimited car washes after obtaining one for the first time from 'Ultra Clean Express Car Wash' in May 2023. However, I was charged again the next month. Visited the place and was told that the membership -to which I never agreed- had been cancelled and no more transactions will occur in the future. Just a few days ago, checking my statement, I found out that 'Ultra Clean' never stopped charging me illegally $26.99 every month since July 2003 = I have their confirmation email of the conclusion of the 'membership'. The company does not have a customer service line or similar and the only number listed is for you to leave a message. Messages were sent and were never responded. I stopped again today at their location and a manager -after explaining I was going to get the Union's lawyers (where I work), refunded me 3 months out of the 11. I am going to proceed forward until I receive (all) my money back. I read other complaints from other people on BBB and are just a carbon copy of my case. Terrible business practices, they keep doing it without consequences.

      Business Response

      Date: 07/24/2024

      Hello ****!

      Thank you for reaching out. We have been in contact through our guest care email and in our last communication I had asked if you had received a check for your refund. Please let me know if you have received the check or if you still need any assistance with any further resolution.

       

      You can contact me at **************************************************************************** if you need anything.

       

      Have a great day,

      Maya

      Customer Answer

      Date: 07/24/2024

       
      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:04/04/2024

      Type:Billing Issues
      Status:
      Resolved
      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.
      January 19, 2024 I went to get car wash. Employee offered $8 per month membership with unlimited car washes. I was charged $8 immediately. February 19 I was charged $19.99. March 19 I was charged $19.99. Every phone number I could find, no answer. I have sent email to **************************************************************************** on 4/1 to have my membership cancelled. I have received no response.

    • Initial Complaint

      Date:02/07/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 have reached out to this company for fraudulent charges on my account through their support channel online, their Instagram their PH, and yet no response from them on who can assist me in receiving a refund for the unauthorized charges they have made on my credit card.If I were you and you've ever been to this establishment I would pay cash only because I went here once and after that, they stole my information the past 4 months I've been charging $19.99 against my knowledge and I have no account with them etc.I am seeking a refund of four recurring charges against my account that were made fraudulently.September: $19.99 November: $19.99 December: $19.99 January: $19.99 Thank you for your time Best,

    Ultra Clean Express Car Wash is NOT a BBB Accredited Business.

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