Damage of my car at Shell Taronga carwash

On 12 January 2018 I took my car (Rav 4) for a wash at Shell Taronga Carwash. As my car was about to be vaccuumed I noticed scratches on the 5th wheel cover, which was not there before. While one of the workers were washing the car I specifically told him when cleaning the cover he must put it on a floor mat to avoid it being scratched on the cement floor. I immediately reported it to the supervisor and left my details for Adrian, the manager to contact me as he was not there at the time. Shortly after I arrived home Adrian called. I explained to him what happened. He made an appointment with me to come and see him the next day. When I arrived at Shell I was told that he is not there. So I went there again the next day, which was Sunday. He was again not there and his phone was on voicemail . Finally, the Monday I met him at the Garage. I showed him the damages. He then called the worker responsible whom admitted that he made the scratches. Adrian said that he will look at the footage and then contact me the Wednesday, which he never did. The Friday I called him. Apparently he was in a meeting at that time and said he will call back in 5 minutes, but to this day I'm still waiting. Adrian told me that he will hand the case over to his sister and have her call me asap, still waiting for that call.. I refuse to let this go, the staff of Shell Taronga Carwash is negligent and the manager Adrian is unprofessional. Shell Taronga Carwash should be liable for the damages due to the staff's unprofessionalism and negligence. I'm deeply dissappointed about this whole incident as I've been a loyal and regular customer of Taronga Carwash.