A Range Rover was damaged and a toddler drenched when it was put through a car wash in Wrexham. The petrified youngster, aged 18 months, has since been fearful of travelling in cars.
The frightening incident happened as Andrew Fenn and partner Cara Burke prepared to take their son, Otis, to see Paddington Bear at Llangollen railway station. Before setting off, the couple took their Range Rover Evoque to the car wash at Tesco Wrexham.
Midway, mayhem broke out. Cara, a nurse, said: “During the wash cycle, the machine caused the rear passenger door to open – it appears the rotating rubber brush caught the rear door handle.
“Water was sprayed into the car and onto our toddler, who was sat in the back seat. Andrew was able to twist from the drivers seat to shut the door. Then it happened again – the door was opened and more water was sprayed in.
“We were shocked because you don’t expect a car wash to be capable of doing that, especially with a child sat in the back at the time.
“Next thing, we heard a massive bang. As the machine was behind us, we decided to get out quickly, leaving the wash to continue its cycle. It was pretty scary.” Sign up for the North Wales Live newsletter sent twice daily to your inbox
Outside, the Wrexham couple discovered the SUV’s top spoiler had been torn from the roof, leaving a hole and exposing electrics. The repair bill came to an eyewatering £1,800.
The roof was holed and electrics exposed when the top spoiler was torn off(Image: Cara Burke)
Tesco said subsequent investigations showed the car wash was operating correctly and a disclaimer advised against its use by Range Rovers.
Jaguar Land Rover said it was “common practice” for car manuafacturers to advise customers not to use commercially operated automatic car washes.
After the incident, Andrew, 31, who runs a window film business, asked to speak to the Tesco store manager. During the 40-minute wait, his mother arrived to collect Otis.
“He was very distressed,” said Cara, who is eight months pregnant. “It was terrible trying to persuade him to go into her car. It’s been horrendous. He’s slowly getting better but he’s still very upset by the experience.”
A manager said he would complete an incident form and Tesco would be in touch. Having not heard from the store, Cara said she returned the next day and was assured she’d be getting a call. When nothing was forthcoming, she returned a second time and was again told to await a phone call.
“Soon after I was rung by a store manager saying the incident hadn’t been recorded properly and could we do it now,” she said. “This was quite concerning considering how serious the damage was.”
Wilcomatic car wash at Tesco Wrexham(Image: Google)
Cara, 27, was referred to head office, who told her the claim had been passed to Tesco’s insurers. This week the couple learned that Tesco’s claims handlers had rejected their claim, stating the car wash was “fully operational” and that no defects were found.
The car was in a garage for a fortnight undergoing repairs. When it was collected this week, the bill came to £1,800.
The couple have yet to see the engineer’s cash wash report. Cara said: “With these automatic washes you might expect a few scratches at worst. What you don’t expect is the doors to be opened and part of the roof taken off.”
What Tesco and Jaguar Land Rover said
Tesco said it was sorry about the family’s experience while using its Wrexham car wash, and their subsequent dissatisfaction with its investigation.
The company said all claims are considered on a case-by-case basis and that, where appropriate, it will arrange repairs and hire. Tesco suggested independent legal advice as an alternative avenue.
The retailer said disclaimer signage recommends that customers “consult owner’s manual before using wash”. In addition, there is a notice on store payment machines advising Land Rover and Range Rover customers to not use the car wash.
This came as a shock to Andrew and Cara, who had no idea Range Rovers were specifically vulnerable to damage in automatic, brush-based car washes.
Water dripping from inside the car(Image: Cara Burke)
Jaguar Land Rover (JLR) was approached for its views on Tesco’s Range Rover disclaimer. A spokesperson for JLR UK said: ““We welcome the opportunity to investigate this incident and are awaiting the appropriate client information and permissions to do so.
“More broadly, and in line with what is standard across the automotive industry, our manufacturer documentation advises that commercially operated automatic car washes are not recommended.
“This guidance is common practice because this type of equipment can cause damage to exterior components. We therefore advise owners to follow the cleaning procedures specified for their model and vehicle specifications.”
The couple hope to collect their repaired car from the garage this week(Image: Cara Burke)
Tesco car washes are owned and operated by Wilcomatic. These are remotely monitored and periodically inspected to ensure they are in good working order, said the retailer.
Tesco staff also carry out routine checks, including a test wash before the car wash opens each morning. If a customer experiences problems, Wilcomatic is called to carry out an inspection.
Cara is determined to fight on, having gone public to warn other drivers of the potential pitfalls. She said: “I’m always a bit wary of using these car washes but we’ve never had an issue before. Being pregnant, constantly chasing Tesco for answers was the last thing I needed.
“One thing is for sure – we won’t be using automatic car washes any more. From now on, it’ll all be done by hand!”