Initial Business Response /* (1000, 6, 2015/10/27) */
This is the first we've heard of this customer's issue. He did not make contact with us prior to filing this complaint or give us a chance to make it right. We apologize for the drain plug issue. Had we seen it on the 10/21 visit, we would...
have fixed it. We will be sending Mr. [redacted] a check today for $150 to cover the cost of the repair he had done elsewhere as well as the 9/16 $66.27 visit he did with us. The axle was noted on 2 separate visits by 2 different technicians. The repair was completed with the customer's approval. Had he requested to see the worn axle, we would have saved it for him. Unfortunately, the part is no longer available to show Mr. [redacted] as we recycle replaced parts at the end of each business day.
Initial Consumer Rebuttal /* (3000, 8, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To start, I feel they nearly ruined my car by not tightening the drain plug. Didn't re-attach the skid plate, left it without two screws and sitting askew. Very sloppy. The axle on the 1st visit was checked OK as part of the multi-point inspection. It was the 2nd visit in which they determined it was bad, but NOT part of a multi-point inspection. I don't understand why they even needed to look at the axle on the second visit as the requested work was to replace a thermostat. The service manager called me today, 10/27, to apologize and say he was sending a check for the original oil change and the resulting expense to correct their negligence. I should note that the shop that I took the car fixed the car, and without even mentioning it, took care of the skid plate - like a professional operation. Anyway, I suppose this is about the best I can expect. I don't know if my engine was damaged by running low on oil. Time will tell.
Initial Business Response /* (1000, 6, 2015/10/27) */
This is the first we've heard of this customer's issue. He did not make contact with us prior to filing this complaint or give us a chance to make it right. We apologize for the drain plug issue. Had we seen it on the 10/21 visit, we would...
have fixed it. We will be sending Mr. [redacted] a check today for $150 to cover the cost of the repair he had done elsewhere as well as the 9/16 $66.27 visit he did with us. The axle was noted on 2 separate visits by 2 different technicians. The repair was completed with the customer's approval. Had he requested to see the worn axle, we would have saved it for him. Unfortunately, the part is no longer available to show Mr. [redacted] as we recycle replaced parts at the end of each business day.
Initial Consumer Rebuttal /* (3000, 8, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To start, I feel they nearly ruined my car by not tightening the drain plug. Didn't re-attach the skid plate, left it without two screws and sitting askew. Very sloppy. The axle on the 1st visit was checked OK as part of the multi-point inspection. It was the 2nd visit in which they determined it was bad, but NOT part of a multi-point inspection. I don't understand why they even needed to look at the axle on the second visit as the requested work was to replace a thermostat. The service manager called me today, 10/27, to apologize and say he was sending a check for the original oil change and the resulting expense to correct their negligence. I should note that the shop that I took the car fixed the car, and without even mentioning it, took care of the skid plate - like a professional operation. Anyway, I suppose this is about the best I can expect. I don't know if my engine was damaged by running low on oil. Time will tell.