Metro Express Car Wash

To Whom it may concern: I do not deny that the damage to the windshield in this case may have gotten worse in our car wash that day, but it was not the car wash that cracked the windshield originally When the customer brought this crack to my attention, I immediately inspected the windshieldWhen something like this happens, the first thing we look for is previous damage (spider cracks, rock chips, etc.) that the crack may have spread fromIn my experience %of the time this is the caseIn this case there was a spider web crack underneath the passenger side windshield wiper and the crack had spread up and toward the driver side from thereGiven the position of where the crack was, explains why the customer did not know about it before entering our car washI do understand and sympathize with the customer in this scenarioBut quite simply, our equipment cannot crack a windshield Our policy, which is posted several times on our property, states that we cannot be held liable for previous damageI would like to offer the customer free car wash coupons for the inconvenience of this event

I'm sorry that my offer will not be excepted. The risk of vehicles being damaged at a professional car wash such as ours is very minimal. When previous damage is involved the risk is increased. We have thousands of very satisfied customers. Some that have been washing weekly for over a year without a single issue. I understand that this event has been an inconvenience to the customer. However, we cannot be responsible for a previously damaged windshield. Sincerely, Brendan

Complaint: ***I am rejecting this response because:
I do not wish to receive any free wash coupon, why would I take the chance of further damage to my vehicle?!
Sincerely,*** ***

We provided video evidence of [redacted] using wipes to clean around her gear shifter and parking brake button. It was just seconds after she was wiping down that area that both of her rear tires lock up and our conveyer rollers slowly roll beneath them. She was not put off of the rollers nor did our...

equipment malfunction in any way. [redacted] would not listen to reason or any explanation. None of my employees were blaming her grandchildren, it was a simple statement that maybe her grandson bumped the parking brake button when he was helping [redacted] clean. This is a case of customer neglect, which we cannot be held responsible for. We tried to offer her the best customer service we could in this situation. The evidence is clear that her car was taken out of neutral and Metro could do nothing to help nor is it possible for Metro take her car out neutral. The still shots attached are of [redacted] cleaning her gear shift/parking brake area. We can provide video as well if it helps.
We made it clear to [redacted] that we are not responsible for her neglect and will not pay for any damage.
 
Thank you.

I'm sorry that my offer will not be excepted. The risk of vehicles being damaged at a professional car wash such as ours is very minimal. When previous damage is involved the risk is increased. We have thousands of very satisfied customers. Some that have been washing weekly for over a year without a single issue. I understand that this event has been an inconvenience to the customer. However, we cannot be responsible for a previously damaged windshield.
 
Sincerely,
Brendan

To Whom it may concern:
 
I do not deny that the damage to the windshield in this case may have gotten worse in our car wash that day, but it was not the car wash that cracked the windshield originally.
 
When the customer brought this crack to my attention, I...

immediately inspected the windshield. When something like this happens, the first thing we look for is previous damage (spider cracks, rock chips, etc.) that the crack may have spread from. In my experience %100 of the time this is the case. In this case there was a spider web crack underneath the passenger side windshield wiper and the crack had spread up and toward the driver side from there. Given the position of where the crack was, explains why the customer did not know about it before entering our car wash. I do understand and sympathize with the customer in this scenario. But quite simply, our equipment cannot crack a windshield.
 
Our policy, which is posted several times on our property, states that we cannot be held liable for previous damage. I would like to offer the customer 5 free car wash coupons for the inconvenience of this event.