Tommy's Express® Car Wash

Reviews

• CK

  Carter K

  Sep 24, 2026
  1.0
  BUYER BEWARE — TOMMY’S EXPRESS, WEBB ROAD, WICHITA My experience with this location was a masterclass in damaging a customer’s vehicle and then making the customer do the work of proving what happened. On February 18, 2026, I took my Jeep Wrangler Sahara through this location. Immediately after the wash, I discovered the front driver-side wheel flare had been damaged, with the paint visibly peeled and lifted. An employee documented the incident, filed an incident report, and took photographs under Tommy’s own procedures. The first photo attached was taken immediately after the original wash. It shows the piece of paint that had been pulled up. The attached video shows what happened afterward: when the Jeep was put through the wash again, the same wash equipment caught the already-lifted piece and scraped the remaining paint off. The video is not showing a separate incident—it shows the wash further removing damage that had already occurred. Then the customer-service nightmare began. I had to follow up with the location repeatedly before finally reaching manager Derek King, who told me he had never even seen the complaint. Despite the employee already filing an incident report and photographing the damage, Derek asked me to bring the Jeep back for a “re-inspection.” By then, I had already left Wichita. Because I could not return the vehicle, I provided a photograph I had personally taken of the damage. Shane Duncan, Director of Operations, ultimately denied the claim based on photographs, stating in writing that there were “rock chips around the area in question.” Shane’s explanation focused on the water pressure, stating that it was not high enough to damage paint. But the issue was never simply water pressure. The wash also uses physical equipment that makes contact with the vehicle. His response did not address the brushes or other contact equipment, nor did it explain what the requested loader/camera footage showed. Despite repeated requests, I sought the loader/camera footage and other internal documentation that could potentially establish what happened. Those requests were made through corporate as well. Shane repeatedly ignored my emails regarding the requested footage. So despite an employee documenting the incident when it happened, the manager not even seeing the original complaint, and potentially relevant camera footage existing, the final determination was effectively: “Rock chips, claim denied.” I then took the vehicle to Eddy’s Collision, an authorized Jeep repair facility, which provided a repair estimate totaling $702.51 to repair and refinish the damaged wheel flare. What makes this even more frustrating is the contrast with other car washes in Wichita that take additional steps to prepare vehicles, properly load them into the wash, and address debris or other conditions that could potentially cause damage. My experience with Tommy’s left me with the distinct impression that getting cars through the tunnel and collecting the wash fee takes priority over protecting customers’ vehicles. This matter was ultimately handled at the management level by Shane Duncan, Director of Operations, who oversees Tommy’s Wichita locations. This isn’t simply a complaint about one employee or one bad interaction at the tunnel. I have preserved the original photographs, video, incident documentation, $702.51 repair estimate, correspondence, and Shane’s written denial. I am now pursuing the matter with the Attorney General and relevant consumer-protection organizations to determine whether further legal action is warranted. If you’re considering this location, photograph your vehicle thoroughly before entering. And understand that if something goes wrong, you may find yourself spending weeks trying to get someone to meaningfully investigate it. The attached photos, video, repair estimate, and correspondence are the documentation. BUYER BEWARE.
• CW

  Crystal Wilcox

  Sep 24, 2026
  5.0
  Exceptional customer service the moment you pull up to your finishing service as they take the time to come check in with you face to face asking if you were satisfied with the service and if you have any further questions or need assistance they made it known that you are welcome to ask for assistance. And vacuums worked phenomenally well.
• JH

  Jay Hedger

  Sep 7, 2026
  1.0
  Sewage smell is making me want to cancel my membership and go else wear, it’s so bad!
• AF

  arthur friddle

  Aug 29, 2026
  1.0
  Went in for inspection, said they probably wouldn't cover it due to age but would check the footage for existing damage anyway. Afterwards they said they would call me back on friday, I took down this review until we figured it out. Still haven't gotten back with me. If you have an older vehicle go somewhere else. This carwash will damage your vehicle.( update: they got in contact with me again and denied that it was their doing. It would be nice if they would recognize and warn customers that if they have older vehicles that chipping is a risk.)
• JS

  Jeff S.

  Aug 11, 2026
  4.0
  Pretty good car wash, sometimes the tire scrubber doesn't work.

Frequently Asked Questions About Tommy's Express® Car Wash