When you are in the car, being a customer who knows nothing about the wash it is certainly scary. However, IMO it seems a little over the top. It looks like the wrap around brush "Climbed" on top of the car. (Nothing "fell" on the car. ) I have had this happen at my wash and l know it has happened at others as well. The weight of the brush will cause the windshield to cave in as it did but at 1 mph I don't think there is much chance of anything other than nominal injury to the occupants. Pendulum style wraps will climb the car if they are not spinning.
We own and operate automated machinery. Despite our best efforts at maintenance and safety procedures, accidents still happen. Insurance policies are designed to protect businesses when accidents occur. All automatics have inherent potential dangers.
I'm glad no one was seriously injured. Fix the wash, pay the deductible, say you're sorry and then wash more cars.
Murphy's Law: damaged car was a 2017 model year!!!!
our industry is still alot safer than many other industries. Exploding cell phones? Cars that suddenly shut themselves off while rocketing down the highway?