A Range Rover was left badly damaged and a toddler soaking wet after the vehicle he was in was taken through a car wash. The terrified 18-month-old has since developed a fear of travelling in cars after the ordeal.
The incident happened as Andrew Fenn and his partner Cara Burke were on a day out with their son, Otis. Before departing, the couple took their Range Rover Evoque to the car wash.
Midway through, chaos ensued. 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.”
Outside, the Wrexham couple discovered the SUV’s roof spoiler had been ripped clean off, leaving a gaping hole and exposing the vehicle’s electrics beneath, reports North Wales Live. For our free daily briefing on the biggest issues facing the nation sign up to the Wales Matters newsletter here.
The resulting repair bill came to a staggering £1,800. Tesco stated that follow-up investigations revealed the car wash was functioning properly and a warning notice cautioned against its use by Range Rovers.
Jaguar Land Rover noted it was “common practice” for car manufacturers to recommend customers avoid using commercially operated automatic car washes.
Following the incident at Tesco Wrexham, Andrew, 31, who operates a window film business, requested to speak to the store manager. During the 40-minute wait, his mother turned up 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 indicated he would fill out an incident report and Tesco would make contact. Having heard nothing from the store, Cara said she went back the following day and was given assurances she’d receive a call.
When nothing materialised, she returned a second time and was once more told to expect 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.”
Cara, 27, was directed to head office, who informed her the claim had been forwarded to Tesco’s insurers. This week, the couple discovered that Tesco’s claims handlers had declined their claim, asserting the car wash was “fully operational” and that no faults were identified.
The vehicle spent a fortnight in a garage undergoing repairs, and when it was collected this week, the bill amounted to £1,800.
The couple have yet to receive the engineer’s car 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.”
Tesco apologised for the family’s experience at its Wrexham car wash, as well as their dissatisfaction with the subsequent investigation.
The supermarket giant stated that all claims were assessed individually and that, where deemed necessary, it would arrange both repairs and a hire vehicle. Tesco also put forward independent legal advice as an alternative course of action.
The retailer noted that disclaimer signage advised customers to “consult owner’s manual before using wash”. Furthermore, a notice on in-store payment machines warned Land Rover and Range Rover owners against using the car wash facility.
This revelation came as a considerable shock to Andrew and Cara, who had been completely unaware that Range Rovers were particularly susceptible to damage in automatic, brush-based car washes.
Jaguar Land Rover (JLR) was contacted for its response to 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.”
Tesco’s car washes are owned and run by Wilcomatic. These facilities are remotely overseen and regularly inspected to confirm they’re functioning properly, the supermarket stated.
Tesco employees also conduct routine inspections, including a trial wash before opening each morning. Should a customer encounter difficulties, Wilcomatic is contacted to perform an assessment.
Cara remains resolute in pursuing the matter, having spoken out to alert other motorists to the possible dangers. 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!”



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