A customer who took his vehicle for a routine wash at a car wash operating at the Total petrol station in Mihango, Utawala, has accused its staff of damaging his vehicle and subsequently refusing to honour a compensation commitment, turning what should have been a straightforward service into a dispute over property damage, customer treatment and responsibility at a facility operating under the Total brand.
The aggrieved customer has now appealed to Nyakundi Report to intervene, demanding reimbursement for the repairs and action from the station management and TotalEnergies Kenya over the incident.
The complaint centres on the handling of damage to the customer’s rear windscreen during the vehicle cleaning process, with the motorist maintaining that he brought his car to the premises in good condition before leaving with damaged property and an unexpected repair bill.
What followed the incident has compounded his frustration, as the response from the people handling the matter has left him questioning whether customers can expect fair treatment when a service provider damages their property.
According to the customer, the initial response was to have the windscreen repaired and submit the invoice for reimbursement, a commitment that prompted him to proceed with the repairs at his own expense.
The subsequent refusal to pay, he says, turned an arrangement he understood to be straightforward into a confrontation in which his request for compensation was met with hostility.
The motorist says the staff handling the complaint became rude after he presented the repair invoice, dismissing his demand for reimbursement and telling him to take the matter wherever he wished.
He further claims that the people involved went as far as declaring themselves above the law, a response he considers particularly troubling after he had relied on their initial assurance and paid for the repair.
His complaint extends beyond the cost of replacing the damaged windscreen, with the customer questioning the conduct of a business that, in his view, should take responsibility for damage caused while providing a paid service.
He maintains that customers should not have to endure insults or intimidation when seeking compensation for damaged property, particularly after following the very procedure they were instructed to pursue.
The incident has also prompted questions about the condition of the equipment used at the car wash and the safeguards in place to protect vehicles during cleaning.
The customer wants the station management to establish how the equipment was handled and what checks are conducted before workers use it around customers’ vehicles, arguing that the damage should not simply be treated as an unfortunate inconvenience for the motorist.
He is now calling on the station management and TotalEnergies Kenya to establish who operates the car wash, investigate the incident and explain how complaints involving customer property are handled at premises carrying the Total brand.
His demand is for the repair costs to be reimbursed as initially promised and for the conduct of those who responded to his complaint to be addressed.
The customer maintains that a business entrusted with someone’s property has a responsibility to provide safe service, treat complaints respectfully and take responsibility when damage occurs during its operations.
He wants the management to resolve the dispute rather than leave him bearing the cost of repairs after seeking a service that should have left his vehicle in the condition in which it arrived.
"Hello Nyakundi. I want to highlight how staff at the car wash operating at the Total petrol station in Mihango, Utawala, handled damage to my vehicle yesterday evening. I took my car there for a wash. During the cleaning, the tip of the pressure washer gun came off and struck my rear windscreen, shattering it. My vehicle entered their premises with an intact windscreen and left needing repairs because of equipment being used by their workers. What followed made the situation worse. I was told to have the windscreen repaired and then submit the invoice for compensation. I acted on that assurance, paid for the repair and presented the invoice. Instead of honouring that commitment, the people handling the matter became rude and refused to pay. They told me I could take them anywhere I wanted. They went as far as saying they were above the law. A customer should not have to endure insults and intimidation after their property is damaged during a service. Asking me to pay for repairs on the promise of reimbursement, then dismissing me when I return with the invoice, is unacceptable. This incident also raises serious questions about equipment maintenance and customer safety at this car wash. How did a pressure washer attachment come loose during use? Who checks that the equipment is secure before workers use it around customers and their vehicles? I am calling on the station management and TotalEnergies Kenya to establish who operates this car wash, investigate the incident and explain how customer complaints are handled at premises carrying the Total brand. My demand is straightforward: reimburse the repair costs as initially promised and address the conduct of those who responded to my complaint with arrogance. Customers deserve safe service, respect and accountability. A business cannot damage someone’s property and then treat their request for compensation as an inconvenience."
