Update (9/26/2017): Matthew and I met at the Jacksons Car Wash where the damage occurred. It quickly became obvious that he wasn't interested in resolving the issue of the damage. Instead, he wanted my husband and me to tour the facilities so he could prove to us Jacksons could not have caused the damage. He told me that Titan, the facility manager, reviewed the video of my car entering the car wash. He clearly did not see any scratches as the car entered. Since I stayed on site the entire time and found the scratches when I approached my car, clearly the damage occurred some time between my car entering the car wash and me walking from the waiting area to my car. Matthew insisted no employee was permitted to wear watches, pins, or rings, to avoid scratching the cars. Well, as we drove away in frustration, guess what we saw? An employee drying a car wearing both a watch and a pin.
Ultimately, my experience with Jacksons Car Wash was awful at every level. If you want your car damaged and for the company to refuse to make it right, by all means use them. If you want a professional job done, look elsewhere.