The Wave Carwash

At The Wave, customer service and vehicle safety are our number one priorities, and we always strive to take care of our customers to the best of our ability With the incident in question, it comes down to our Vehicle Restriction Disclaimer (attached), which is posted in two locations at every site We have these signs up to illustrate and make customers aware of problems that could potentially arise from a mechanical wash It states, among other items, that we cannot be responsible for damage to vehicles over five years, antennas, and non-factory or modified items The three mentioned are the three that apply to this situation After a review from our manager who then spoke to our claims manager, the antenna on the vehicle was not screwed on or permanently attached In addition to being an older vehicle, which comes with wear and tear, the antenna is a non-factory item and we educate customers through our disclaimer signs that we cannot be responsible for damage to that item or from that item

At The Wave, customer service and vehicle safety are our number one priorities, and we always strive to take care of our customers to the best of our ability.  With the incident in question, it comes down to our Vehicle Restriction Disclaimer (attached), which is posted in two locations at...

every site.  We have these signs up to illustrate and make customers aware of problems that could potentially arise from a mechanical wash.  It states, among other items, that we cannot be responsible for damage to vehicles over five years, antennas, and non-factory or modified items.  The three mentioned are the three that apply to this situation.  After a review from our manager who then spoke to our claims manager, the antenna on the vehicle was not screwed on or permanently attached.  In addition to being an older vehicle, which comes with wear and tear, the antenna is a non-factory item and we educate customers through our disclaimer signs that we cannot be responsible for damage to that item or from that item.

We believe in educating our customers on the risks of taking their vehicles through a car wash. We do this in the form of our Car Washing Guidelines that are posted in multiple locations at all of our car washes (the exact document that is posted at our car washes is...

attached). At this particular location, this sign is posted in two areas, on the side of our building near the vacuums and directly to the left of the entrance to our car wash. These are large signs, one being seven feet tall and the other being six feet tall, with bright yellow writing stating “vehicle restrictions.” We have these posted for anyone and everyone to read if they care to do so. There is a section that states “If you have any of the following, or your vehicle is over five years old, we cannot be responsible for damage that might occur to your vehicle.” Older cars are more susceptible due to their age and normal wear and tear from everyday driving. We inform our customers that we will not be liable for damage to vehicles older than five years old and they can make the educated decision whether they’d like to use our facilities or not. In this case, the customer’s vehicle is 13 years old. Although we have zero liability, we have offered the customer $200 to buy her a new mirror, refund her wash, and help pay part of the cost of installing it, in good faith. This is a rare occurrence and this particular location has washed over 30,000 cars safely this year. The customer has accepted this offer.
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