Rain Tunnel Express Car Wash

This consumer was coming back for her second wash because she wasn’t happy with her first wash. We call that a rewash. She pulled back around the building because of excessive bugs on the vehicle. As my employee was going to explain to the operator the reason for the re-wash. [redacted] was pulling...

herself forward without the employees guiding her. She was not following directions. She wasn’t paying attention nor did she wait for the employee to guide her on. We have a correlator and it comes out in the V-shape so the idea of that the employee will guide them on to the conveyor. She went on the whole other side of the correlator and pinched her tire. It didn’t pop right then, but as she backed up we heard the tire pop. I immediately told the employees about this and I changed her tire for her right in front of the car wash. The entire time I was changing this, she kept saying “I am too hungover this.” I had 4 employees there at the time and 3 employees heard her say this. She kept trying to get in the van to start it to turn the air conditioning on while I was changing her tire. She went through the car wash and I watched her just to make sure everything went okay. She pulled around and I thought she was going to thank me for changing her tire and instead she asked if she could fill out a report. She got in my face swinging her arms and cussing at me. I told her she was not listening to my employees and was not following directions. I did tell her she could fill out a report, but it would go right to me and this happened due to her own negligence. We wash a lot bigger vehicles that that. The length of her vehicle was not an issue. We have the whole situation on video and would be glad to show the situation as it actually happened.   [redacted] Customer Service manager for all locations