Aghhh. any offer an advice? car wash problems

[windypops]

Just wandered if you could assist me.

About 2 weeks ago my husband went into a car wash and it ripped off his wing mirror, he took ot straight in to the petrol station who apologies refunded his payment and told him to contact their insurers, he contacted them and they asked him to get some quotes for replacement, he explained that this was not good enough as travelling to work he needed the wing mirror, they advised him to get the work done and then send them the bill, which he then did, we got a letter from them this morning stating that they are not going to pay as they have carried out investigation and found no fault with the carwash.
Obviously there was a fault as it doesn't just rip off the wing mirror.
Anyone know what we can do / where we stand, I want to get as much info as possible before I tell DH as he will hit the roof.

Doesn't the fact that the petrol station refunded his payment etc mean that they have admitted liability? Try contacting your local Citizen's Advice Bureau.

Is it a branded site - is it worth going through the customer services team of the oil company?

Its shell ~ named and shamed

Sorted.

I was on the phone to customer service complaints, holding for ages with a recording saying something about a high number of calls, the person I spoke to was helpful but explained that as it was passed to the Insurers they couldn't do anything, even though I told them my husband spends £40 a week (and he does) in their station and would go to Texaco round the corner. They didn't seem that interested.

I then spoke to the insurers, mentioning Avalon's comment about liability, spoke to a nice lady who came back after 10 mins saying, yes we will refund your money.

I know its only £25, but its the principle.

I came off the phone grinning like a cheshire cat.