Norman Livingstone was driving down from his home in Glasgow, on August 21, on the way to Hockley Heath, when he pulled onto the Shell Box Trees forecourt, in Stratford Road.
After filling up his Jaguar X-type, he used the automated car wash before driving a mile down the road to the Premier Lodge Hotel where he immediately noticed new paintwork damage below the petrol filler cap.
“I knew it wasn’t there before so the only thing it could be was the car wash. It’d taken the paint right off the car,” said Mr Livingstone.
“I went straight back and spoke to the manageress who said someone would be in touch. No-one did and I ended up calling every day.” Eventually he received a letter asking him to get two estimates to repair the damage but the loyal Shell customer was dismayed to be told that, after sending off the estimates, the multibillion pound company had refused to pay for damage.
“I thought well this isn’t fair. I’ve been a loyal customer of Shell for over 40 years. It’s a big company, they can’t just walk away from their responsibilities.
Since the Solihull News got in touch, the petrol giant have now agreed to pay the £120 estimate for repairs as a ‘gesture of goodwill’.
Mr Livingstone told us: “I’m very grateful to you. The damage was quite trivial but it was the fact they dismissed it out of hand. It was bad customer service. I’m glad it’s been resolved.”
A Shell spokesman added: “Shell values loyal customers and while we don’t believe the car wash to be at fault, we are going to offer to pay the repairs as a gesture of goodwill.”