strange scratches

There is this lady who just bought a new ford a few weeks ago, she came through the wash and the next day she says she noticed a few scratches on the rear driver side door, all just little tiny nicks but still several. I dont believe we caused the scratches or they should be all down the side, and we have never had any complaints about scratching cars before. I have thought about this for several days now, and the only thing that i think could of caused the scratches was from her purse from getting in and out of the vehicle. Am I wrong, or could the wash of just scratched only one door in many many places. please help me with any ideas, cause i want her to know that we didnt scratch her new car!

If you have picture it'll be easier to tell. But just from the way you described it, I put my money that it wasn't your tunnel.

BUT.. I bet your customer don't really care what I or you think. Hahaha!

I'm sorry, mate, but regardless what we know and think, ultimately it matters how the customer "feels". Best thing you could do is just try to make her "feel" less angry at you and hope she comes back... or at least don't bad mouth you to everyone else. 'Tis the sucky side of car wash biz.

-tom

Issue #1. Once they leave the premises anything can happen. So, if something is not reported until some time later I would deny liability.
2. As you said, and as you should be happy to let the customer observe. The entire side both in front of and behind the rear door is washed the same way, not only on her car but every car. If something happened, was happening at the wash it would be not only along the entire side of her car, but every car.
3. Side wheels / brushes typicaly rotate at 60 RPM if your line speed is about 1 foot per sec and their was something caught in the brush it would leave evenly spaced nicks horizontaly along the entire surface it makes contact with.

Earl thank you. you make some very valid points. some scratches are horizontal and a lot of them are vertical, really my best guess is when she gets out of her car she pulls her purse up onto her shoulder, and it is that movement with the purse with little clasps and metal do-dads, that are causing the scratching. there are no other scratches anywhere front or back of the rear driver side door. hopefully she will understand where i am coming from, but i doubt it. right now i think she just wants to blame someone but herself.