The Carwash Company : most-reported complaints
Automated analysis of 115 public Trustpilot reviews published 2026-05-27 to 2026-09-23. TrustScore 3.9 from 879 total reviews — see the Trustpilot page. Quick answer: is The Carwash Company legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that the company’s service was ineffective, with 15 out of 30 complaints citing faulty results such as cars not being cleaned. Poor core service and lack of communication were also frequent concerns, appearing in 10 complaints where customers received no acknowledgement or reply. Additionally, 8 complaints involved overcharging, with one reviewer noting that their car sustained interior damage, while 6 complaints highlighted that customer support was unreachable.
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
The company claimed its Trustpilot profile on 2023-07-18, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-22. We last checked this profile on 2026-09-26 and found 1 new review. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 0 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count.
Elsewhere: 3.6★ on Google (86 reviews)
TrustScore over time
4.0 → 3.9 across 7 census measurements since 2026-09-07. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-09-07 (98%, 1.7d) · 2026-09-10 (96%, 1.7d) · 2026-09-13 (98%, 1.7d) · 2026-09-16 (98%, 1.7d) · 2026-09-20 (97%, 1.6d) · 2026-09-23 (98%, 1.6d) · 2026-09-26 (98%, 1.6d).
Severity: 20% of this company’s 30 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 1.6 days between the experience and publishing their negative review (31 reviews record both dates).
What their policy promises
complaint process: promptly
“We will promptly correct any information found to be incorrect.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-07.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-14.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 30 negative reviews that received a public reply, the median wait was 0.8 days — the company profile reports an average of 2 days.
Reply quality: of 30 company replies to negative reviews analysed, 77% engaged with the specific problem and 23% were generic templates.
Review provenance: 57 company-invited reviews in the recent window average 4.93★, while 58 organic (uninvited) reviews average 2.98★.
40% of its 81 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: faulty product makes up 50% of this company’s complaints vs a 25% median across 142 ranked companies in its sector.
Review velocity: 295 of this company’s 879 Trustpilot reviews (34%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about The Carwash Company ?
Faulty product
15 reports · 50% of complaints“They didn’t clean anything.”
The company replied on 2026-07-14: “Good afternoon Francine, Thank you for taking the time to leave us a review following your visit to our site in The Bentall Centre, Kingston. We are sorry to hear that you were disappointed with your…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“ended up with damage both inside and outside my Mercedes”
“I’ve never had a response I have even sent over pictures”
The company replied on 2026-05-28: “Good afternoon Nicole, Thank you for taking the time to speak with me on the phone today. Firstly, I would like to sincerely apologise for the delay in responding to you. I understand your…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Poor core service
10 reports · 33% of complaints“received no acknowledgement or reply”
The company replied on 2026-09-10: “Good morning Martyn, We’re sorry to hear about your experience at our Braehead branch and we apologise that Sam had not yet replied to your email to him on 7th September, he is currently away on…”
Our classifier read this reply as a substantive response.
“my car sustained damage to the interior”
The company replied on 2026-09-02: “Good morning, Thank you for taking the time to leave us your feedback following your visit to our site in Cabots Circus, Bristol. We’re sorry to hear about your experience with us. We appreciate how…”
Our classifier read this reply as a substantive response.
“my car was left unlocked unattended.”
The company replied on 2026-09-21: “Good morning Kira, We’re pleased to hear that you were happy with the Platinum valet and that your car was nice and clean afterwards. However, we apologise that your vehicle was left unlocked and…”
Our classifier read this reply as a substantive response.
Overcharging
8 reports · 27% of complaints“my car sustained damage to the interior”
The company replied on 2026-09-02: “Good morning, Thank you for taking the time to leave us your feedback following your visit to our site in Cabots Circus, Bristol. We’re sorry to hear about your experience with us. We appreciate how…”
Our classifier read this reply as a substantive response.
“ended up with damage both inside and outside my Mercedes”
“I paid £25.00 for a half valet, and they left the inner barrels of my alloy wheels caked in thick, filthy brake dust.”
The company replied on 2026-09-22: “Good afternoon Andria, Thank you for taking the time to leave us a review following your visit to our site in Braehead. We’re sorry to hear about your experience and are disappointed to learn that…”
Our classifier read this reply as a template response.
Support unreachable
6 reports · 20% of complaints“received no acknowledgement or reply”
The company replied on 2026-09-10: “Good morning Martyn, We’re sorry to hear about your experience at our Braehead branch and we apologise that Sam had not yet replied to your email to him on 7th September, he is currently away on…”
Our classifier read this reply as a substantive response.
“I’ve never had a response I have even sent over pictures”
The company replied on 2026-05-28: “Good afternoon Nicole, Thank you for taking the time to speak with me on the phone today. Firstly, I would like to sincerely apologise for the delay in responding to you. I understand your…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“received no response”
The company replied on 2026-08-06: “Good afternoon Edmond, Thank you for your honest feedback, and apologies both for the finish of the wash at Bath Southgate and for not hearing back after your Instagram message — that's not the…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Support unhelpful
5 reports · 17% of complaints“They didn’t clean anything.”
The company replied on 2026-07-14: “Good afternoon Francine, Thank you for taking the time to leave us a review following your visit to our site in The Bentall Centre, Kingston. We are sorry to hear that you were disappointed with your…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“ended up with damage both inside and outside my Mercedes”
“cost £6 more than previously”
The company replied on 2026-09-09: “Good afternoon, We’re sorry to hear about your recent experience at Belfry Redhill. We appreciate you bringing this to our attention, particularly as you have used our car wash previously without any…”
Our classifier read this reply as a template response.
Misleading pricing
2 reports · 7% of complaints“Too dirty for gold” and would only provide a platinum service”
The company replied on 2026-07-10: “Good morning Mike, Thank you for taking the time to leave your feedback. We are sorry to hear about your wife's experience at our Cardiff St David's site. Whilst there are occasions where a…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“the car wasn’t clean—it was simply polished over.”
The company replied on 2026-07-08: “Good afternoon Soukaina, Thank you for sharing your feedback with us. We're sorry to hear the service didn't meet yours, or our expectations. We are a fully waterless car valeting company, and this…”
Our classifier read this reply as a substantive response.
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-26.