Santa Fe Glass & Mirror, Inc.

We have been working with Mr***He did not purchase the vehicle here so we did not have any of the maintenance history on itHe brought it in for some issue and when we were working on the issue we did notice he was low on oilWe let him know to keep an eye on itAbout for or months later,
he brought the car back in for another issue and we fixed that issue and again noticed he was low on oil and let him know he needed to watch itAt that point, we should have seen our previous notes and we should have paid attention that it had been in service prior with the same oil issue, but again we do not know the maintenance historyIn between that time, it went out of powertrain warrantyThey called me in September with the issueWe did an oil consumption test procedure required from GMWe did have a plan of action, and I will admit we were slow to that and I apologize for that, but since then, we brought the vehicle in, we found the oil consumption issue and have corrected it at no charge

Complaint: ***
I am rejecting this response because:
This was not the case, the vehicle had no maintenance record other than the regular oil changes, the issue I brought it in for was the vehicle died at stop signs and random stops, it was not months later when I brought it in again, it was a week later in order for them to check the oil after the mile mark, like they asked me to do, I have all the records and the decisions made by them on what to doThis went on for over a year and a half, all my wasted trips there and my time was not free, let alone the engine damage from this issue that no one seemed to know what to do, the neglect of the issue and the records to show it will stand on their own, this is not going to go by unnoticed
Sincerely,
*** ***

Our company deeply apologized for our part in not catching the reoccurring low oil issues with this vehicle , Our company did address issues written in this complaint and made all repairs needed to resolve the low oil issues with this vehicle

Initial Business Response /* (1000, 5, 2016/11/22) */
Customer originally brought vehicle to us for the recall repair on 7/26/16. The recall was performed. 30 days and 719 miles later customer called stating she "still" had an oil leak. We got the vehicle back in, raised up on the lift to check...

for oil leaks and found rear valve cover and lower intake gasket leaking. ( which was not part of the recall )
Customer stated that she had a leak before we did recall and after the recall was done it was still leaking. The recall just was related to front valve cover gasket. No other gaskets were replaced. She then said it was leaking worse now than before. After trying to convince her the leaks were coming from Intake area, which is above the valve cover and are notorious for leaking she was convinced we did something wrong. After numerous complaints from her thinking we had done something wrong when replacing valve cover gasket we told her we would go ahead and install another new gasket ( at no charge ) just to verify for her that is not where the leak is coming from. We did and of course it did not change the leak at all even after replacing for the second time. We lifted the vehicle in the air to attempt to verify where the leak was coming from which is normal practice for any garage. Once again the customer admitted she had a leak before we even performed the recall. The recall was only specific to the front valve cover not any other leaks. The front gasket was changed 2 times and it still has a leak because that is not where the leak is coming from and the customer was told that. it is documented on the repair order that it is coming from lower intake area and rear valve cover gasket.
Initial Consumer Rebuttal /* (3000, 7, 2016/11/23) */
I still do not agree with [redacted]'s. Yes, I did state that my car had been leaking oil, but it was from around the valve cover. When they insisted that it was coming from the underneath they said that it looked clean ( which it does) and that they took a flashlight and saw a small amount of oil. And even after the last time I took it in, up it looked like all they had done was wipe off from around the valve cover. As far as waiting 30 days to take it back in, when I called, they set up the time for me to bring it in. I just do not believe that an oil leak from underneath the car can puddle up around the valve cover under the hood on the front of the motor.
Sent from my [redacted]

Complaint: [redacted]
I am rejecting this response because:
The company’s Neglect in fixing the problem and the damaged caused by this problem is what I’m looking at, yes they have fixed the issue, but the truck went a year and a half not working properly. After consulting other dealerships and mechanics they all agree that the plugged PCV vent causes major damage and sludge buildup in the engine, rusting, and many other problems. It may be fixed but the damaged caused by the company not addressing the issue is already done, this is what I want compensated for, as well as the many trips to the dealer over a period of a year and a half with no results whatsoever.
Sincerely,
[redacted]