Waterway Gas & Wash
Reviews and Complaints

I changed my mind after paying for a one-year plan. The customer service told me I used the plan too much, even though it was supposed to be unlimited. They refused to give me a refund or provide the services I paid for. This business is dishonest.

I tried to cancel online but there was no option, only to email or call customer service. The customer service and Membership Manager refused to issue a refund for the extra month of service, even after they got back to me the next day by email.

Last month, I took my car for a car wash. I noticed scratches on my car on both sides. The manager said he could fix it by applying some wax on the paint. He tried to claim that the scratches were caused by fingernails. I requested to speak with the owner, but he denied my request.

I used to go to Waterway Gas & Wash for their automatic car wash. Unfortunately, the car wash ended up causing some damage to my vehicle's paint and even left some dents. I tried reaching out to the general manager, but they weren't very helpful and didn't take my claim seriously. I even contacted the home office twice, but the district manager never bothered to get back to me. All I want is for my vehicle's damage and dents to be repaired, and I think it's only fair that I receive a full refund for all the washes I paid for during the months I was a customer.

On 7/5, I reached out to customer support about my membership getting canceled. The customer service folks told me that my membership was actually not active. But today, at 12:04, they attempted to charge my account for a monthly membership fee. I initially tried to cancel my membership through the online login, but sadly, you can only reactivate it and not cancel it. They have this policy that says you have to call or email customer service, so that's what I did.

Last August I took my car to Waterway in Kirkwood MO to get it washed. While they were washing it, the driver's side mirror got broken off. I told the staff about it and they said I had to talk to Steve, the Manager, but he wouldn't be in until the next day. The next day, I called and talked to Steve. He said I should get the mirror fixed at the Ford Dealership nearby and bring him the paid invoice, and Waterway would reimburse me. I got the mirror fixed and gave Steve the paid invoice within a week. He said he would submit it for payment and send us a check. The amount was around $100.00.

For the next five months, I called Steve multiple times, but all he said was that he would check on it. The last time I talked to him, he said he lost the invoice and needed a new one from the Dealership. It's been almost 10 months now and still nothing!

09/08/2022 Town and country location, lamp and lantern village. My second visit there in my ***, and it was a very disappointing experience. They messed up both driver side wheels, looks like whoever pulled it in hit the Rail walls on the track of the carwash. I spoke to the GM there, and she said she would review cameras and tried to wax the damage away. She said she doesn’t think what happened was from the rail because it’s plastic and doesn’t reach that high. I told her the damage is in both wheels in the exact same spots all around the wheels on driver side meaning it did happen at the wash, and it makes sense because if it wasn’t plastic it would have ate through the metal but because it’s plastic it ate through the clear coat only. She still won’t admit, and I told her to pull the car in to see herself that the rail does go high up on the wheels because they’re performance wheels and tires, she wouldn’t do it even after I asked multiple times. She filled out a form and wanted to discuss with upper management even though she said she was the general manager there. She told me they will follow up in a couple of days, these wheels are $3000 and they messed up two. I’m very disappointed with how they handled the situation and will be canceling my circle membership. The general manager called me today 09/09/2022 and said let’s agree to disagree and was very rude and that they won’t be fixing my wheels since it’s not a factory color but powder coated. I need a solution to this ASAP, the wheels got damaged because of your carwash and it’s your responsibility to fix them. You damaged my property.