Raceway Car Wash

I have a brand new 2019 Dodge Charger and I was going through their car was I about half way through when I feel a big bump to the rear of my vehicle and didn’t really think too much of it, thinking it just came off the racks and went back on. Well while drying my car off I notice a deep scratch about 3 inches long with the paint still hanging there, so I let one of the employees know and they have me fill out a damage report and the manager would contact me the following day and so the wait started. About two weeks later I have a woman call me claiming she is the manager saying the claim was denied because there is no possible way the car was could have done the damage because, “there are no scratches on their equipment”. Just doesn’t make any sense to me that because there isn’t a “scratch” on their equipment, they aren’t responsible