Surf Thru Express Car Wash

I went to this car wash on February 24, 2020. I’ve been a returning customer for over a year now here and never experienced any damages to my car until that day. I went through the wash once but I seen that my car still had a lot of dirt on it so I decided to go through again. In the middle of the second wash the bottom part of my car got caught onto something and my whole car started shaking back and forth in the middle of the wash. I asked them what happened and they said they didn’t know. They stopped the wash two more times still with “no clue”. As soon as my wheels touched the concrete I heard a loud scrapping noise. We got off to check and it was the bottom metal parr of my car. I asked for the owners information but said they couldn’t give that out to me and refused to hand me a copy of the damage report. I called multiple times to get a hold of a manager. I talked to two different “managers” who just gave me the run around. Last contact I had with a manager was in March. I sent her a copy of my vin and she said she would contact me when the part arrived at the shop. We are now in May and they have yet to take any action. No one has tried to contact me. I’ve called twice these past couple of days to speak to a manager again but they’re always in “a meeting”. I have pictures and videos of the damage. As well as a report from my insurance company.

4/22/2020 I took my SUV to the car wash at the Clovis location at ***. The first go through my truck was not washed thoroughly so I went through again. It still was not washed thoroughly but as I dried off the driver side I noticed my sidestep rail was damaged. The end part by the rear driver tire was bent off from the metal part of the step. I immediately went and got an attendant who then got who he said was a manager. The manager then proceeded to try and push it back on. I told him to stop since it was not going back on as it should while he was forcing it into place. I pointed out to him what he was doing was making it worse and then he goes on to say that many trucks go through their wash and never have this problem. I told him the rail had no damage at all until going through the wash. So either the wash did it or the attendant knocked it off as he scrubbed it with the long stick brush they use. He then says he needed to view the cameras. I waited and he returned saying he could see the damage as I went through the first time. I told him there was no way because there was nothing wrong, not even a scratch on the rail before I went in. He said he couldn't legally show me the video, but if I still didn't believe him I could view it at my own risk. I told him what he was saying made no sense at all and that i'd like to see it, so I followed him into the office. As he plays the video of me first going into the wash, it clearly shows my step rail in place and complete and not hanging off. I asked him why make the false claim that it was already damaged, he then tries to point to the rail and asked if I saw a line where the black piece is. I said there was no way he could see something like a line even if it was actually there given the video quality. I told him the video clearly shows the rail in tack and complete as I went with nothin hanging off like it is now. I told him to stop trying to make me see something that was not there when the video clearly shows my step rail was in tack before entering and that I was not going to go back and forward with him when I know that either the attendant broke it off while brushing the rails or something in the wash hit it. I told him to begin the claim and he said the "higher-ups" would decide. On 4/23/2020 I got a call from "***" saying my claim was "sent up" and it was denied because of prior damage. I told him there was no prior damage and that I needed to speak to who made the decision to deny the claim. *** then told me that I could not speak to them and repeated my claim was denied. I asked "***" was the person who showed me the video and he said he "honestly could not remember". I asked who the manager was last night and said he could not give me anyone's personal info. I said I only need his first name so I know who I needed to speak to, he refused again. I then asked for their corporate number, he said they had no corporate office. I said how do you not have a corporate office, maybe check a business card you might have and let me know who is listed as owner so I can contact them. "***," says they have no business cards. I then asked to speak to the manager that showed me the video last night and he put me on hold. Then came back and said the manager was not in the office to speak to me on 4/23/2020 at 4:45. I asked for the owner's info and he said he could not give me that info either. I asked who the "higher-ups" were then; who did they "send my claim up" to if there was no corporate office? *** says the manager made the decision. I asked him if that was the case why did the manager I spoke to the night I was there say he was "sending it up" to be reviewed. I asked so the guy who forced and bent the broken part back towards the rail and made it worse, the "manager" who showed me the video, and the manager who is in the office with him made the decision to deny my claim? *** states yes and I told him that he and the manager that was working last night continued to make false claims and misleading statements all to prevent me from speaking to who I needed to about the damage caused at the car wash. I asked why am I being prevented from speaking to who I needed to. He stated my claim was handled in their office. I write this to you with hopes the appropriate people will contact me to repair my vehicle and look into how this location is being run. They blatantly lied repeatedly knowing from their own video evidence that they themselves showed me that my car went into the wash undamaged. I believe "***" was the same person who showed me the video who said he was the manager the night I was there, who also gave all the false claims but acted like he was not the person I spoke to when he called me the next day. Please help me with this matter.

I took my car to get a wash on February 8, 2020, on a Saturday. As it was going through the automatic wash, the car in front of me was stuck because one of it's tires went off the track. There was so much soap, the automatic brushes that were cleaning my car prevented me from seeing what was going on in front of me, and the track where my tires were locked into ran my car into the car that was stuck in front of me. The service attendants didn't know what was going on until the car in front of me honked their horn. There was a car in front and in back of me. Luckily, the car in back of me did not run into me, but the car wash tracks pushed me into the car in front of me causing my front bumper to smash into the hitch of that SUV. Surf Thru had me do an incident report; they had me sign it but when I asked for a copy, they told me that they can't give me one. I told them that that's unheard of. Then I asked if I can take a picture of it, at least. The manager, ***, told me I can't and that he will be giving me a call on Monday, Feb. 10th, 2020. I also asked to get their insurance information, he told me that they don't have insurance, and will be paying for my damages out of pocket. I was thinking, how can a business not have liability insurance? Monday came, they called me to go do an estimate at: *** Autobody at ***. I went there on Feb. 14th, 2020 and got the estimate done. It's been a week, no calls, and no contact from Surf Thru. I have called them everyday since I got the estimate done, but every time I call; they give me the run-around, they tell me *** is with a customer or he's not working. I also ask for any manager on duty and those managers tell me that they can't comment on the incident because the owners told them not to talk to me. I am driving around in a nice 2009 Lexus with a dent in my front bumper. I just want it fixed. How can a business not have insurance?