Complaints

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

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Jilly’s Car Wash has 9 locations, listed below.

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  Jilly’s Car Wash

  5100 N Port Washington Rd Glendale, WI 53217-5462

• 

  Jilly’s Car Wash

  14100 W Capitol Dr. Brookfield, WI 53005

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  Jilly’s Car Wash

  2301 W Bluemound Rd Waukesha, WI 53186-2917

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  Jilly’s Car Wash

  10829 N Port Washington Rd Mequon, WI 53092-5006

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  Jilly’s Car Wash

  3029 N 112th St Wauwatosa, WI 53222-4204

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:07/18/2025

  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.

  Over six weeks ago, I had an accident at Jilly's Carwash Over six weeks ago, I had an accident at Jilly's Carwash Due to employee error my car ended up with a hose nozzle through my bumper. I was initially told that I was not at fault and would be properly compensated. Since then, I've received nothing but silence.Despite multiple follow-ups via text and email, I've been completely ignored. No updates, no resolution, and certainly no compensation. It's incredibly frustrating to be treated this way after being reassured that the issue would be handled.This experience has shown a complete lack of professionalism and accountability. This business is not only careless with your vehicle, but also completely untrustworthy when it comes to owning up to their mistakes. If you value your car and your time, take your business elsewhere. I was initially told that I was not at fault and would be properly compensated. Since then, I've received nothing but silence.Despite multiple follow-ups via text and email, I've been completely ignored. No updates, no resolution, and certainly no compensation. It's incredibly frustrating to be treated this way after being reassured that the issue would be handled.This experience has shown a complete lack of professionalism and accountability. This business is not only careless with your vehicle, but also completely untrustworthy when it comes to owning up to their mistakes. If you value your car and your time, take your business elsewhere.

  Business Response

  Date: 07/18/2025

  Thank you for taking the time to bring this to our attention. We want to start by sincerely apologizing for the experience you've had and for the lack of follow-up youve received. This is not the level of service or accountability we strive for, and we understand your frustration.
  
  We are truly sorry for the damage caused to your vehicle and the delay in communication afterward. After reviewing the situation, its clear we fell short in resolving this matter in a timely and respectful manner, and for that, we take full responsibility.
  
  Our team is actively working to review the details of your claim and determine where the breakdown occurred. Someone from our management team will be reaching out to you directly within the next 24 hours to provide an update and discuss the next steps for resolution.
  
  We value your business and deeply regret the inconvenience this has caused. Thank you again for your patience, and we look forward to making this right.
  
  Sincerely,
  ***** *****
  VP of Sales
  Jilly's Car Wash

• Initial Complaint

  Date:03/03/2025

  Type:Customer Service 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.

  Location: ************************************** I saw the pending charge for a membership on Sun,, Feb. 23 and they refused to give me a refund. The price was $24.15 in December 2024. I started the membership in Nov. 2024. In **** 2025, the price went up to $31.49. I had to file a dispute with my bank on the ******* charge. The **** charge had not gone through yet. I would like a refund.

  Business Response

  Date: 03/05/2025

  Dear ****** ********,
  
  Thank you for reaching out regarding the customer concern submitted by ***** *********. We appreciate the opportunity to address this matter and provide clarification.
  
  Ms. ********* enrolled in a promotional ************** membership in November 2024, which offered the first two months at $23 per month. As part of the promotion, she was then transitioned to a discounted rate of $29.99 per month for the following 12 months, which was communicated at the time of sign-up.
  
  Her membership successfully renewed on February 23, 2025, in accordance with the agreed-upon terms. Our records show that Ms. ********* utilized the membership twice in January and twice in February, receiving a $22 wash per visitproviding her with a total value exceeding the membership cost during this time.
  
  Regarding her concerns about a price change, we confirmed that her membership rate was correctly adjusted per the promotional terms she agreed to at sign-up. Additionally, membership fees are non-refundable per our policy, which is stated in our terms and conditions. However, we always encourage customers to reach out with any concerns, and we would have been happy to assist her in reviewing her account or adjusting future billing had she contacted us before the renewal.
  
  We value Ms. ********* as a customer and would be happy to discuss any further questions she may have regarding her membership. We remain committed to providing excellent service and a positive customer experience.
  
  Please let us know if any further information is needed to resolve this matter.

   

  Thank you,

  ***** Stack 

  VP of Sales 

  Customer Answer

  Date: 03/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This business did not give you a truthful account of the situation. No they did not notify me of the change in price from $23 a month to $31 a month. My membership is cancelled but they still refuse to give me a refund of the $31.49 that they raised my monthly fee to in both January and February. I still want the record to show that this is not a business that cares about their customers. It is a no refund company and everyone needs to know that their terms are not clearly defined when you pull up to the stall to get a wash. You are not given any literature nor explained what the terms are when the kid asks you what car wash you want. Very little is explained to you by their staff.  They don't care, they just want you to sign up for a membership.
  
  Regards,
  
  Customer that was refused a refund

  Business Response

  Date: 03/17/2025

  At the time of enrollment, the customer agreed to the membership terms, which state that pricing is subject to change. A visual display of these terms is attached. While we understand the customers frustration, we do want to clarify that her membership was billed at a discounted rate of $23/month in November and December, then adjusted to $29.99/month in January and February. The current standard price for that membership is $39.99/month, so the customer continued receiving a $10/month discount even after the adjustment.
  
  Additionally, during January and February, the customer used the wash twice each month receiving $44 worth of washes for only $29.99 each month. Since the membership remained active and was used after the price change, this does not fall under circumstances in which a refund would typically be issued.
  
  That said, we do offer refunds in certain situations and always review requests on a case-by-case basis. In this instance, because the membership was actively used multiple times following the pricing adjustment, a refund was not applicable per our policy.
  
  We care about our customers and strive to be transparent in our communication. Weve shared this feedback with our team to continue improving how membership details and pricing are presented at the point of sale.
  
  The membership has been canceled as requested, and no further charges will occur. Should the customer wish to discuss this further, wed be happy to speak directly and resolve any remaining concerns.
  
  Sincerely,
  Jilly's Car Wash Team

  Customer Answer

  Date: 03/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I reject the response. I was never given or told the terms of the membership. If I had been told that they could raise the fee without contacting me, and that from many other complaints they don't hold themselves accountable for damage to cars, which explains why they continue to get a BBB rating of "F". I did use the car wash once in January and possibly once in February. When I saw the increased amount on my bank website while it was still pending, they refused and continue to refuse to give me a refund. Saving $44 as they said is just BS. This has been an unbelievable struggle with this company. I do want all customers to know that if they really cared, they would have given me a refund when I first called on Sunday February 23rd. It has now been almost a month and we are still trying to work this out, when it is very simple. They are lieing about refunds to certain customers on a case by case basis. I doubt that they have ever given any refund, which again explains the BBB rating of "F".
  
  Regards,
  
  ***** *********

  Business Response

  Date: 03/20/2025

  The customer was presented with and agreed to the promotional offer and terms at the time of signup, which clearly stated that pricing is subject to change. A copy of this promotion is attached, along with their wash history showing use of the service during the billing period in question.
  
  As we previously explained, our ************** is a month-to-month program and the customer received the full value of the service. For that reason, a refund is not applicable.
  
  While we acknowledge our BBB rating, it is not a reflection of how we operate but rather of missed follow-up on our end in the past. That will change going forward we are now actively addressing all customer concerns and taking each one seriously.
  
  We consider this matter resolved and appreciate the opportunity to clarify.

  Customer Answer

  Date: 03/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I want to discuss this with the parent company ******* wash in ********.
  
  Regards,
  
  ***** *********

• Initial Complaint

  Date:02/12/2025

  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 February 10, 2025, at approximately 5:30 pm, my wife and I visited Jillys Car Wash located at ************************************, to have our vehicle cleaned. Upon arrival, we were directed by the staff to proceed into the car wash. However, on this particular occasion, the staff member guiding our vehicle directed us too far to the right, causing the car wash machinery to forcefully brush against the right side of our vehicle. I immediately recognized that something was amiss, as evidenced in the footage where I can be seen sticking my head out of the window.Dissatisfied with the service, we decided to leave without utilizing the vacuuming service. Upon returning home, I did not inspect the vehicle immediately, and it was not until the following day that I attempted to access my car. When my children tried to enter the vehicle for school, we discovered that the door jam was stuck and the door could not be opened.I promptly contacted the car wash to report the issue, only to be met with a lack of assistance and was told there was nothing they could do due to the time that had passed since the incident. Furthermore, I was informed that no incident report could be provided. I am extremely disappointed with the handling of this situation and the lack of accountability from Jilly's Car Wash.

  Business Response

  Date: 02/13/2025

  Thank you for bringing this complaint to our attention. At Jillys Car Wash, we take all customer concerns seriously and strive to provide a safe and high-quality experience.
  
  After reviewing our records, we do not have any incident report related to this claim, nor were we given the opportunity to inspect the alleged damage at the time of the visit. Our standard process requires customers to report any issues immediately so we can assess the situation, review security footage, and determine if our equipment was involved.
  
  We are more than willing to investigate this matter further. However, the customer must visit our location and speak with a manager so we can review the situation appropriately. Additionally, they may contact ******************************* for further assistance. If our review of the footage confirms that our equipment contributed to the damage, we will take full responsibility.
  
  We remain committed to resolving customer concerns fairly and transparently and appreciate the opportunity to provide clarification. Please let us know if any further information is needed.
  
  Sincerely,
  ***** *****

  Vice President of Sales and Service
  Jillys Car Wash

  Customer Answer

  Date: 02/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:02/12/2025

  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.

  Went to thru carwash and during wash process windshield wiper was forcefully ripped off vehicle.This carwash is fairly new and should not be causing any damage.

  Business Response

  Date: 02/24/2025

  We are writing in response to the complaint submitted by Ms. ***** ******* regarding an incident at our ******* facility. We want to clarify that we had no prior knowledge of this incident until we received a complaint from the *****************************/***************************************** concerning this matter.
  
  Upon receiving notification, we immediately conducted a thorough investigation and resolved the issue by issuing a refund. The refund included $10.50 for the carwash service and an additional $52.14 to cover the cost of a replacement wiper arm. As of 2/22/2025 the matter is fully resolved.
  
  We value our customers and remain committed to providing high-quality service. Should you require any further information regarding this case, please do not hesitate to contact us.
  
  Thank you for your attention to this matter.

   

  ***** *****

  Vice President of Sales and Service

  **********

• Initial Complaint

  Date:08/01/2023

  Type:Service or Repair 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.

  5/17/2023 we went through Jaxx's carwash , ********* location. Towards the end the blowers blew the antenna over and the circulating machines with the cloths on them grabbed the antenna whipped it onto hood and ripped it out leaving a hole.We stopped, had a manager come over, and we filled out the proper paperwork. We were told to get estimate(s), two if over $100(it was almost $2000 damage done), which we did. I uploaded both estimate to their site and also took them in as requested. The manager told us he saw the video of when it happened. ***** later we were denied on the claim. No explanation, no call, nothing. We contacted the website and emailed, only communication was sorry someone will contact you, nope. After going into Hillsdale site and asking questions we finally got a call. The Higher up stated maybe they did not pay due to the age of the truck(2004). The customer care we have received by **** is ridiculous. I do NOT recommend their washes as they do damage to vehicles. While I was getting estimates I was told that these were not the first recent estimates for damage of this nature by this company. Now we have to repair our vehicle. .

• Initial Complaint

  Date:05/23/2023

  Type:Order 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.

  *****'s Car Was (JAX Kar Wash) is advertising an ******************** but it's not unlimited. You can only get two (2) washes per day, and the second was isn't even at the level we purchased, but the basic. When we signed up they claim we clicked a box agreeing to terms and conditions we weren't provided - The terms and conditions were sent in an email AFTER signing up.Also, we asked what changed since we had the membership prior to Winter 2022, and were told they just changed the price and name. So we took it as it was still unlimited as it was before.

• Initial Complaint

  Date:02/10/2023

  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 went to the jillys car wash in ******** on Monday the in February 2023 and my bumper developed a crack in it and my grill popped out, I talked to the manager and he doesn't want to pay for the damages and insists it wasn't there fualt, I would like my car fixed that's all, there are numerous complaints on the ****** reviews page of people complaining about similar issues, and the manager wants nothing to do with any of us, there is no responsibility being taken here and I just want my car to be fixed.

  Business Response

  Date: 02/21/2023

  This customer came through our wash and then left the property.  Over 36 hours later they returned and claimed we damaged their vehicle and that the reason we damages the vehicle was because, "It could not have happened any other way."  It is very hard being a business owner and having to deal with customers who see something on their vehicle (after they wash a car and look at it) and then blame the car wash because "it could not have happened any other way."  Just because you notice something on a vehicle after it is clean and you are now inspecting it, does not mean the car wash damaged your car.  We do not damage cars.