Owners/service Manual problems of the 2012 Toyota Prius

I pulled up to a car wash and once I was on the track I tried to put the vehicle into neutral and it would not work. The automatic car wash track started to try to pull the vehicle forward. As im franctically trying to make it go into neutral, the vehicle started to hop off the track and was getting violently thrashed around as it was getting pulled forward causing the person running the wash to have to manually hit a panic button to stop it. Fortunelty there was no damage to either the vehicle or the car wash but it is very disturbing that it would not work. It took several employees to be able to figure out how it worked. It should be simple. . . It's not!!! way to complicated and I'm still not 100% sure after trying to put it in neutral how it works. It just sometimes will go into neutral after trying it over and over. . . . Very unsafe.