ComplaintsforGate Express Carwash

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Within a week of purchasing a brand new truck I took my truck through this car wash. The brushes must have been malfunctioning or dirty and they left several scratches on my front driver side door. I filed an incident report with the car wash who put me in touch with **** ***** at ********* ****** insurance. He denied my claim for window replacement by saying the machines were not malfunctioning. I’d certainly say the brushes were malfunctioning given that I clearly have scratches on my window caused by their machine and have pictures.

  Business response

  08/09/2024

  GATE Express Carwash appreciates the opportunity to thoroughly investigate any claim it may receive. This incident was reviewed by both GATE Express Carwash’s risk management team at the company’s corporate office, as well as ********* ******t, GATE’s third party adjusting firm.  
  
  GATE Express Carwash offers high-quality car washes featuring state of the art equipment. In order to provide the best experience for our customers, our equipment is maintained and inspected daily for any potential malfunctions. On the date of this accident our inspection revealed no defects or concerns contributable to the alleged damages.
  
  Mr. **** alleges that the wash caused scratches on his front driver side door and window. The equipment utilized during our car wash includes both vertically and horizontally mounted neoprene wrapped brushes. These brushes are mounted on either side of the vehicle and touch the vehicle’s length in its entirety. In the event of a default or malfunction, damage would not be limited to one section of the vehicle but would show along its entirety. Additionally, in the event of a malfunction, damage would be observed on multiple vehicles, both before and after Mr. ****** visit. No other complaints were made on the date of Mr. ****** visit, nor three days before or after.  
  
  GATE Express Carwash accepts liability for any damages caused by a machine malfunction but cannot be responsible for any pre-existing damages. We have signs posted at the entrance of the car wash identifying our terms and conditions, including liabilities. A copy of same is attached.
  
  Should you have any questions, please do not hesitate to contact our office.
  

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