Touch-Free Arch Damages Vehicle?

Here we go again....A customer of ours recently got an arch impact at our "touch-free" carwash and claimed that the side mirror was damaged. She will be calling back with an estimate of the repair cost, which I have no intention to pay (I sent her a coupon for 3 of our Top Washes).

When reviewing our camera film, she drove into the bay crooked, at 11PM, and the arch tapped her mirror, then it backed away from her car and told her to exit. Does anyone have a direct, yet polite line that I can use to address this problem that, unfortunately, happens too often (especially in the winter when it's tourist season in NH). Thanks!

Was she on top of your guide rail?
And she had factory mirrors?
If she had something telling her she was crooked,
she obviously was not paying attention. If there was
no physical guide for her, how was she to know her position
was incorrect?

If you have had several of these maybe your rails are too far
apart or not tall enough to send a good signal.

At my last IBA, I washed dualies and never broke any mirrors.
A dualie might go out on top of my tire shiner if he drove too fast but I place two flexible posts at the exit to give them some perspective and had a small rail underneath the tire shiner.

http://www.emedco.com/endecasearch/result/?Ntt=flexible%20traffic%20posts&gclid=CMSbi5vF5qwCFQ5T7Aod12SnLg

Maybe two flexible posts in the middle of your wash, just inside the arch would give people a good warning and not interfere with the wash?