Damage question

[coincarwash.ca]

How would you respond to this email from a customer.

"Good day.


I just went through your car wash and after completing the rinse, I had, of course, no choice but to go through the plastic curtains to get out of the bay as another car was behind me. Going through that curtain resulted in scratches along the hood, the windshield and roof mounted spoiler. The pattern is obvious damage from the dirt laden plastic curtains. What form of compensation does Coin Car Wash from the resulting damage?"

I have a Self serve wash with 3 bays open on front and back, I have plastic clear curtains on the front to cut the wind. They are brand new, only 1 week old and I have signs posted not to drive through them. I have noticed that some customers do drive through them.

 

[PaulLovesJamie]

Sounds like it might really be your equipment that damaged the guy's car. First thing I would do is try to determine whether thats true - e.g. drive your car thru it 10 or 20 times. (If you dont want to do that, then you have your answer...) If you caused the damage, then yeah, you are responsible. In that case, forward the email to your insurance agent (or print/mail).

If you think they might be causing damage, you have to prevent that - screw them down, replace them, or whatever. And make it incredibly obvious that they're not to be driven through! If not, then its completely up to you how to handle it. btw, there is a recent thread on this topic, dig back for it.

I forgot to mention: this type of thing happens often, it is possible that the guy was never at your wash. I'd try to get proof that he was before I considered "compensation," this could be a shake-down, especially since its email. Also, you said the curtains are 1 week old, he said they are dirt laden. Bit of an exaggeration there, or do they get that dirty that fast?

 

[rph9168]

If you have a sign clearly posted not to drive through the curtains I would not consider this claim. Since he sent you an e-mail I would take a picture of the sign and e-mail it back to see their reaction. If they are reasonable they will realize they shouldn't have driven through the curtain. If they are not, I guess you might end up in small claims court. Small claims court can often be a crap shoot but the worst that can happen is that you have to pay the original claim.

 

[pitzerwm]

I'd have him bring it in and line it up to see if there is any possibility that he is right, you sure want to make sure that it doesn't happen again. If it is new plastic, it probably is stiff and if cold worse, it might have "sharp" edges on it, but they should be able to be polished out. Dirt however is another issue, cut them off so they don't touch the ground for sure.

 

[bigleo48]

I highly doubt it would scratch his windshield.

Big Leo

 

[Earl Weiss]

If there are marks on the windshield then perhaps that and what is on the paint is dirt residue and will al come of with a little work. Try it.

do the curtains open and close?

If the sign is clearly legible TS for the customer. Would she have driven thru a person standing there or a solid door if someone is waiting?

 

[DiamondWash]

Signs work and some do not work case in point we installed a HUGE reflective "Do Not Back Up doors close automatically" signs in our exit section of the automatics and not one week later I have a call 'Your doors closed on my vehicle and scratched my rims" after reviewing the video it is very clear he put the vehicle in reverse and the doors closed on him and retracted then when I confronted him on if he saw the huge red & yellow reflective sign he said and I quote "Yeah I saw it but you are still responsible for damaging my vehicle" insurance called me I sent them a picture of the sign and a copy of the video showing his actions and case closed never heard from him or the insurance co again.

 

[Waxman]

I would not use plastic curtains. Je$us; people even drive into standard overhead doors, so I would NEVER expect customers to NOT drive thru plastic curtains, signs or no.

Folks dont read the signs!

Ditch that plastic; asking for trouble IMO.