Morrisons refuses to pay for repair after Ripon mother’s carwash ordeal
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Last updated May 12, 2021
Photo of Helen Mars and her children
Helen Mars, with sons Arthur and Hector, who were in the car at the time of the incident.

A mother and her young children had a frightening experience in the car wash at Morrisons in Ripon recently.

Seven-year-old Arthur and Hector, who has recently turned three, were in their child seats in the back of Helen Mars’ car.

She feared that the boys would be injured, when the rear windscreen wiper arm and blade was ripped off by a roller.

Mrs Mars told the Stray Ferret:

“With the metal arm entangled in the roller, it was crashing against the rear window.

“It was close to where Arthur and Hector were sitting and I was worried that it would smash the glass.”

Photo of the damaged car

Ripped off by car wash rollers – this photograph, showing the missing rear windscreen wiper, was taken by Mrs Mars after the incident at Morrisons

Before driving into the car wash in her Suzuki Alto, Mrs Mars put a long polythene sheath over the rear windscreen wiper arm and blade.

She said she received it when she paid for the car wash and followed the instructions given by a member of staff in the petrol station shop.

When problems occurred, Mrs Mars followed written instructions at the car wash by sounding her horn over and over again. But no member of staff came to her immediate aid.

With the car wash still part way through its cycle, Mrs Mars re-started the car’s engine and drove out.

It was only then that staff came forward.

Mrs Mars, who lives in Kirkby Road said:

“A manager at the store saw the damage that had been done.

“He apologised and said that Morrisons accepted liability for what had happened.

“I was assured by him and another manager I subsequently saw, that I would be reimbursed for the cost of the repair work.”

That cost £75, but Morrisons has refused to pay.

The Stray Ferret contacted the supermarket giant to seek the company’s response to what Mrs Mars said.

No response has been received at the time of going to press.

However, Mrs Mars has provided an email dated April 26 received from Morrisons’ insurance team.

The email said:

“Having investigated the matter no evidence was found to suggest that it was our car wash that caused the damage to your car.

“The car wash was in good working order with no problems or other incidents reported on the day of your visit.

“Stores are unable to advise customers we will pay them the costs to repair without a full investigation.”

It added the equipment was not faulty and the company was “unable to consider your claim further”.

The Stray Ferret visited Morrisons on May 3 and May 4 and discovered the car wash was closed, awaiting repair. It has since reopened.


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Mrs Mars, who was initially offered £20 by Morrisons ‘as a gesture’ is still awaiting any form of payment.

She said:

“The incident caused the children distress and now, whenever we go out in the car, Hector says, ‘not the car wash mummy’.”