Car Wash at The Sanctuary

DAMAGE TO VEHICLE DURING WASH/POLISH: On Friday afternoon, I took my car in for a wash and polish. When handing over my vehicle, I specifically requested that the mobility scooter in the back not be removed and that the staff clean around it only. I also asked for the nano polish, as I had chosen this option previously and found that it kept my car cleaner for longer. While waiting, I had a clear view of the process and observed the car being washed, vacuumed, and dried. However, I did not see the polish being applied. When I paid, I asked at what stage the polish is done and was told that it is sprayed on after the car is dried. As I am not one to argue, I accepted this explanation, although I remained uncertain. (Notably, as I was driving away, a staff member quickly wiped down the car with a green cloth, which added to my confusion.) After payment, a staff member walked with me to the car for the final inspection. At that point, I immediately noticed deep scratches on the rear bumper. Unsure of how they had occurred, I mentioned them, initially thinking they may have already been there and simply hidden by dirt. When I arrived home and inspected the damage more closely, I opened the boot and realized that the mobility scooter had, in fact, been removed. This would explain the scratches, as it appears it was taken out without knowing how to do so correctly. I am extremely upset and saddened by this incident. I had really valued the convenience of your car wash service, which makes this experience particularly disappointing.