Eclipse Car Wash

There are a multitude of reasons why these scratches did not happen at our car washFirst being that the claim was filed days post the washIf the damage would have happened here the customer and our attendants would have noticed right away as the sound of scraping glass is a very loud process It would have been evident something went wrong in the washWe also have quite a bit invested into our security system and as the car is leaving the rinse area there are no marks on the roof of the vehicleOf which any customer is welcome to come in and view the video we just aren’t allowed to release the actual video but I offered to send snap shots from the video or he was welcome to stop in our office and view it for himselfNot only that but the pattern of the scratches and where they are located on the vehicle make it impossible for it to have come from the car wash First our brushes are made from a closed cell foam material with water pulsating through them at all times so that no debris can become trapped within themAlso the only equipment that goes over the roof starts at the grill and then goes up over the vehicleIf there was something that had gotten lodged in the brush that scratches would have been more wide spread starting at the grill and move up wardsThey would also be more uniform in pattern and they aren't that eitherDue to all these factors Eclipse Car Wash is not liable for these scratches

Complaint: ***
I am rejecting this response because:
The fact that you say nothing can get stuck in/to your car wash brushes, is the same as me saying nothing BUT your car wash could have caused my scratch, it’s ridiculousThat is implying that your car wash brushes/cloths are absolutely clean when each car enters the washIn that respect, if you have a line of cars, all caked with mud/debris, that NONE of the debris will adhere to your brushesI find that very hard to believeI don’t claim to be an expert, and I won’t argue the fact that it might be unlikely for something to get stuck in between the brushes, but I will not agree with the brushes/cloths being 100% clean and unable to scratch a car. A scratch on a car is not always the most visible mark, so I do not understand that as a justification for your cameras not being able to see itTo build on that, if your car wash is incapable of producing the type of large scratch that was left on my car, then what is the point of having cameras to begin with? How would a scratch EVER be spotted? I have read lots of information about damage causes by your wash, and all the complaints have been met with the same response I am receivingI have yet to read a review about a customer having a problem and it being resolved to their satisfaction. I rejected the original response of my claim, and I reject this nearly identical, rehearsed response once again.
Sincerely,
*** ***

Dear Red Dodge Ram,First let me apologize that our owner didn't get a hold of you to discuss your damage claim further. I personally deal with all damage claims and I can honestly say I have never seen the wash remove a tail light before.  This is particularly odd for your vehicle as Dodge Rams...

are a very common vehicle to go through our wash. We probably wash 30 Dodge Rams on an average day. The car wash is a highly mechanized place leaving very little room for human area especially within the wash area.  The brushes do the exact same thing to every vehicle unless told otherwise. So having it only occur to your vehicle it leaves us with the question of why. Why was your vehicle the only vehicle affected?Looking up the part you find that it is aftermarket making it different than any OEM [Original Equipment Manufacturer] tail light. The reason we don’t cover aftermarket products is that there are too many variables to account for when they are in the car wash. You can’t standardize aftermarket products as there are so many different types of vehicles then add on there are so many different ways a vehicle can be altered and so many different companies that make these products. We also can’t verify that they were installed properly or that the companies that made the product was of good quality.  With this in mind we have a sign posted outside the wash stating that we are only responsible for Factory Equipment in good condition one year after the manufactures warranty expires.In the case of your specific damage claim we have attached pictures of the tail light itself to demonstrate why we are inclined to think that the part was installed improperly. There is a far away shot and then we zoomed in on the electrical tape. There should be two anchors and one was left in the truck itself but the other looks different in that it is wrapped in electrical tape. This gave way to the brush grabbing it in the wash and removing it from the vehicle. Sincerely, Apologetic Manager

There are a multitude of reasons why these scratches did not happen at our car wash. First being that the claim was filed 7 days post the wash. If the damage would have happened here the customer and our attendants would have noticed right away as the sound of scraping glass is a very loud process....

It would have been evident something went wrong in the wash. We also have quite a bit invested into our security system and as the car is leaving the rinse area there are no marks on the roof of the vehicle. Of which any customer is welcome to come in and view the video we just aren’t allowed to release the actual video but I offered to send snap shots from the video or he was welcome to stop in our office and view it for himself. Not only that but the pattern of the scratches and where they are located on the vehicle make it impossible for it to have come from the car wash.  First our brushes are made from a closed cell foam material with water pulsating through them at all times so that no debris can become trapped within them. Also the only equipment that goes over the roof starts at the grill and then goes up over the vehicle. If there was something that had gotten lodged in the brush that scratches would have been more wide spread starting at the grill and move up wards. They would also be more uniform in pattern and they aren't that either. Due to all these factors Eclipse Car Wash is not liable  for these scratches.

In response to Mr. [redacted]’s claim we take all damage claims very seriously but especially ones that involve scratches. The damage claim was submitted on Friday night, all damage claims that are submitted are sent by email to those that review them I always immediately review scratch photos as you can...

tell pretty quickly if it was possible to have been done by the car wash. If I had any inclination that the car wash produced this scratch there are procedures that take place to insure no other cars would be effected. But with this claim even with just the description of the scratch I could tell you that it was not from a car wash. Most importantly is that it is one long continuous scratch. The equipment in a car wash doesn’t just move at random. Everything is mechanized and does that same thing over and over. Knowing this will allow you to understand that they would produce a certain pattern as they move. All brushes within the wash are continually in rotation. If in the nearly impossible event that something were to get stuck in the brushes the scratches it would produce would be short and repetitive. As I mentioned above something getting stuck in our brushes is nearly impossible. How do I know this? It is due to our brushes being made up of a foam that continually has water pulsated through it making it impossible for something to get stuck with in  them. With this I can for certain say that the scratch on Mr. [redacted]’s vehicle did not come from our car wash. As for the camera footage. We have a top of the line surveillance system but as weird as it may sound the scratch isn’t deep enough to show up on cameras. It is barely visible on the photo taken after the car was clean and not moving. While it may be prominent to the naked eye it just isn’t to cameras. Also as I explained above it isn’t really necessary when diagnosing if the car wash caused damage. Its just nice to have so that you have something to physically show the customer. Finally, I would like to apologize that you were told you would have an answer on Saturday.  While one of the people that reviews them was in on Saturday damage claims aren’t reviewed on the weekends. Your claim was filled out Friday night and We (the owner and I) met on Monday to discuss it  and then I called Mr. [redacted] on Tuesday to inform him of our conclusion. We always have a conclusion to claims within two business days.

On the 21st of June we had a major server error which left us losing data. Unfortunately, some of that data was from June 19, 2016. While Video is very helpful in determining prior damage to a vehicle it isn’t the only way we can determine whether or not the car wash was at fault. Our owner first...

assessed the damage to the vehicle and his conclusion was that the marks on the vehicle were inconsistent with the mechanics of the car wash. This is what was relayed to the customer. We also sent the photos to a 3rd party to have them analyze the damage. As we don’t have the photo evidence of prior damage we wanted to ensure that we were being fair in our assessment of the damage.       Eclipse Owner’s Name, I received the image you sent of the scratches your customer alleges happened when using your car wash. As is clearly visible in the picture the scratches are isolated to the back door only and are not indicative of damage which would have occurred within the tunnel given the brush is in contact with the entire length of the vehicle. If the damage was the result of the tunnel equipment I would expect it to be consistent from the front of the vehicle to the back, the entire contact area, and not isolated to the photographed area.   Additionally, the upward stroke of the scratches nearest the rear of the vehicle is inconsistent with the way the tunnel equipment makes contact with the car. If the tunnel equipment were the cause of the damage I would expect the scratches to be parallel with the ground and have no elevation change.     To this point we have yet to see this type of damage occur as a result of the tunnel equipment and are of the opinion the damage was not the result of the [redacted] Equipment based solely on the information provided.   Thanks                 [redacted] Equipment   The tunnel equipment within our car wash has never caused a scratch. This is because they are self-cleaning and made with a foam/shammy like material that will not trap debris. After one gets their car washed the first thing they do is dry it off, this is the only time many look closely at their vehicle. If they find a mark it must be from the car wash. 99.9% of the time we can show our customers the video that shows it prior to entering the car wash. I apologize that it took us so long to address this claim we were just waiting for the statement from [redacted] Equipment.