In response to customer complaint:I was actually present along with [redacted] (Store Manager) during the inspection of alleged damage on the customer's vehicle.The comments made by myself to the customer were as follows:Tunnel car washes are capable of causing damage, when circumstances out of the...
ordinary are temporarily present. (I.e. something caught in cloth, mechanical malfunction, driver error, etc.) When any type of damage does occur in the wash, there are very obvious signs that it is consistent with the equipment in the wash (i.e. similar scratches from front to back in same height range and similar length from spinning brushes, etc.). It is always very evident when something goes wrong, and the wash causes something to happen to a vehicle going through a wash cycle. In those cases, we always stop washing immediately, correct the problem, and then take care of any damages for our customers immediately.In this particular instance, there was a single scratch on the door of vehicle, with several feet(4+) in front of and behind the scratch in question with no visible damage at all. Any item that was stuck in our cloth brushes that is capable of causing a scratch (i.e. fish hook/line, etc.) would have caused several scratches consistent in length and height, with pretty consistent spacing between each scratch. All of our brushes make timed rounds from front to back of the car. Just having one scratch near the center of the vehicle is in no way consistent with damage caused from our wash, and this is why this claim was denied.The comment of being "self insured" was simply a mistake. We are absolutely insured, but we do not hand that information out to customers. We also do not make any claims to our insurance on a claim that we deny responsibility. We are very comfortable with assessing damage as being consistent with our wash, as we have easily 30+ years combined experience in all things Express Car Wash. I also informed the customer I would be more than happy to give him my contact information if he would like to have his insurance contact me on the damage. He declined.We would be more than happy to refund the customer for the cost of the wash, but cannot accept financial responsibility for the scratch repair. It is not consistent with anything our wash is capable of causing. If the customer agrees, we will agree on an independent licensed adjuster to look at the damage and how our equipment operates. If the adjuster determines our equipment caused the damage, we will pay the adjuster and the cost of the repairs. However, if the adjuster determines the equipment could not have caused the damage, then the customer would be responsible for the cost of the adjuster.[redacted]Cascade's Car WashGeneral Manager/ Kansas City Area###-###-####
In response to customer complaint:I was actually present along with [redacted] (Store Manager) during the inspection of alleged damage on the customer's vehicle.The comments made by myself to the customer were as follows:Tunnel car washes are capable of causing damage, when circumstances out of the...
ordinary are temporarily present. (I.e. something caught in cloth, mechanical malfunction, driver error, etc.) When any type of damage does occur in the wash, there are very obvious signs that it is consistent with the equipment in the wash (i.e. similar scratches from front to back in same height range and similar length from spinning brushes, etc.). It is always very evident when something goes wrong, and the wash causes something to happen to a vehicle going through a wash cycle. In those cases, we always stop washing immediately, correct the problem, and then take care of any damages for our customers immediately.In this particular instance, there was a single scratch on the door of vehicle, with several feet(4+) in front of and behind the scratch in question with no visible damage at all. Any item that was stuck in our cloth brushes that is capable of causing a scratch (i.e. fish hook/line, etc.) would have caused several scratches consistent in length and height, with pretty consistent spacing between each scratch. All of our brushes make timed rounds from front to back of the car. Just having one scratch near the center of the vehicle is in no way consistent with damage caused from our wash, and this is why this claim was denied.The comment of being "self insured" was simply a mistake. We are absolutely insured, but we do not hand that information out to customers. We also do not make any claims to our insurance on a claim that we deny responsibility. We are very comfortable with assessing damage as being consistent with our wash, as we have easily 30+ years combined experience in all things Express Car Wash. I also informed the customer I would be more than happy to give him my contact information if he would like to have his insurance contact me on the damage. He declined.We would be more than happy to refund the customer for the cost of the wash, but cannot accept financial responsibility for the scratch repair. It is not consistent with anything our wash is capable of causing. If the customer agrees, we will agree on an independent licensed adjuster to look at the damage and how our equipment operates. If the adjuster determines our equipment caused the damage, we will pay the adjuster and the cost of the repairs. However, if the adjuster determines the equipment could not have caused the damage, then the customer would be responsible for the cost of the adjuster.[redacted]Cascade's Car WashGeneral Manager/ Kansas City Area###-###-####