I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Below is a copy of the response that I recieved from Conrads and my comments in red:Mr*** had his oil change done at our *** store on 7/23/with187,miles on the vehicle.(Invoice number ***.) There are several facts that do not lend in Conrad's being responsible:* Vehicle has over miles on it since the oil changeManufacturers recommendations for oil changes are between and milesThe higher mileage for mainly highway driving which is applicable to my vehicle.* Customer stated the vehicle was only over a quart low on oil. (With an engine at 190,000+ miles it is not uncommon to have oil burning past the the piston rings causing oil loss) First of all the engine is not visibly burning oilIf it was going through over a quart in miles you would be seeing it as would everyone who drove behind youSecondly, I never said the vehicle was "only" over a quart low.....their wordsThey also make it sound as if they think it is alright for a vehicle to be driven that low on oil.* Never had engine noise until oil pump was replaced by customer. I never said that eitherI wrote " I had good pressure now but the motor has what sounds to be a bad lifter tap which denotes that there is a lifter that failed due to bad oil pressure or a cam lobe had wiped out or both." Again, their words.* The customer stated the oil filter was loose and dripping, however he did not notice any leaks in milesAgain, not what I wroteI wrote "the filter had leak stains on it and there was a visible drip hanging from the bottom of the filter. It was obvious that oil had been leaking from the filterI reached to touch the filter and it spun off with my handIt apparently had not been properly tightened and had been leaking thus starving the motor of oil." Figuring that the oil was leaking past the filter seal when the engine was running and the oil under pressure it is possible that the oil was blowing of the end of the filter as I was drivingI also was not particularly looking for it to be leaking either.Based on these factors, and primarily that the engine was only over a quart low on oil, we do not believe that Conrad's oil change caused the customers problemThis last statement is ridiculasThey are basing their belief that they didn't cause the problem "primarily that the engine was only over a quart low on oil." "Only over a quart low" in their wordsThey again make it sound as if they believe that it is alright for a vehicle to be driven that low on oilI also want to share with you that I have a second issue with this Conrads and a vehicle that I have been having serviced thereI noticed that there was a small leak spot under the inside of the passenger front wheel of my wife's *** *** ***I touched my finger to it and it seemed like transmission fluid or power steering fluidWhen I looked underneath the vehicle I saw that the fluid was traveling along the front frame cross-member around to the front passenger side wheel and dripping thereWhen I investigated further I discovered the oil filter showed signs of leakingPhoto enclosed along with photo of my Avalanche's oil filter in the condition they were foundI took the vehicle into Conrads this time and was greeted with less than stellar customer serviceWhen explaining the issue to store manager Ron he said that they were to busy to take a look at it and that if I left it they would try to get to itI was not satisfied with this and eventually after telling me had no open lift bays (There were two) he had the vehicle pulled in to look at itThe vehicle was half a quart low and he stated that "The filter was probably leaking at the back of the seal." "The seal is probably worn." All along as if this was no big dealHe continued to tell me that it was due for an oil change and if I wanted to schedule one for later in the week he would do thatI was not satisfied with this either and he eventually offered to do the oil change for freeHe then was set to lower the car on the rack and I had to argue with him to at least have one of the technicians try to tighten the filterHe said that it was not looseI wiped the filter off when I got home and it has been four days today and there is no oil leaking, leading me to think that it was loose as wellIt goes in for the oil change tomorrowTo conclude, oil filters do not come loose if tightened properlyThe filter seal once heated and cooled several times by the engine heating up and cooling off becomes "stuck" on the filter and the machined surface that it mates to on the engine block and that's why they make wrenches for removing themIf the filter is not tightened properly in the first place the seal never gets "stuck" thus allowing the filter to loosen furtherOut of the four vehicles that I have serviced there, two of them have now had this condition. They have a problem there weather they want to admit it or notRegards,
*** ***
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
In both of their responses, Conrads never addresses the issue of the filter coming lose and allowing the oil to leak outThey only say that the oil leakage would have happened faster had the filter come looseI would like them to reference the picture that I supplied that showed the filter on the *** ***The photo shows very clearly that the filter was leakingThis is not a expectation after an oil change is performed When you take a motor vehicle to a repair shop for them to do any kind of service or repair work on it, you have the right to expect the work will be done correctly You have the expectation that they are going to perform the work in a "competent manner"If you take a look at the picture it is clear that was not the caseI welcome Conrads to contact me to discuss the matter and to reach a solutionIf I do not hear from them by February 15th I will begin pursuing legal action concerning the matter
Regards,
*** ***
I did meet with a representative from Conrads on Monday Febuary 9th and was contacted by their insurance company on Monday Febuary 16th after a follow up call from myeslf because I had not heard back from anyone after the meeting on the 9th yetI am sending all of my documentation into the insurance company todayI do not at this time consider the issue closedIt remains to be seen what the outcome will be and I will update this clarification once I have closed the issue with Conrads and their insurance companyUntil then I will continue to consider this an open issue awaiting further clarification
We did meet with the customer on Monday the 9thThe next step is that we are going to turn this situation over to our insurance company to facilitate next steps with the customerHe does not aggree with our position, and our insurance company is able to consult with a Motor Vehicle forensic specialist
*** *** brought her car into the brookpark store on Saturday4/18/15. They printed and gave her the invoice for the adjustment done onthe last Saturday at north Olmsted. They installed one more new tire andreset alignmentCustomer still was feeling an issue. We installed
twomore tires so all are now new at no chargeCustomer came in and did nothave time to test drive to verify it was fix for them. She left andcalled Monday and said it still is pulling and vibrating, She brought itback in and drooped it off Friday. We arranged a rental car for her at nocharge so we had time to go over the car. We found tires to minor out ofround, not being picked up on the tire balance I could see by spinning andwatching the tire. We installed different tires And retested alignment.When customer came in for pick up went on drive with the store manager andsaid the car felt good but would not know until she drove to work MondayShe drives a lot of highway that would be the test. We have not herd backfrom her yet
Mr*** had his oil change done at our *** store on 7/23/with187,miles on the vehicle.(Invoice number ***.)There are several facts that do not lend in Conrad's being responsible:* Vehicle has over miles on it since the oil change.* Customer stated the vehicle was
only over a quart low on oil. (With an engine at 190,000+ miles it is not uncommon to have oil burning past the the piston rings causing oil loss)* Never had engine noise until oil pump was replaced by customer* The customer stated the oil filter was loose and dripping, however he did not notice any leaks in miles.Based on these factors, and primarily that the engine was only over a quart low on oil, we do not believe that Conrad's oil change caused the customers problem
I spoke to the customer and apologized, agreed to refund his money,
inspect his vehicle, and give him a gift certificate for a free oil change
the next time he needs oneThis is due to the fact that his tires were
not rotated as he requestedIt was not documented or explained as to why
this
was not done
The customer is having another conversation with a store representative in
order to regain trust at this Conrad's location
The customer had 2003 Honda Accord serviced for an oil change and filterreplacement on 02/28/15, mileage 183532 at the Conrad's Macedonialocation.Customer then called about oil leaking on 08/31/15; mileage 183589.Vehicle was towed free of charge to Conrad's Macedonia store. Found oilpressure switch...
leaking. Part replaced at no charge; customer goodwillsince just serviced. Topped off oil level which was roughly 2 quarts low;rechecked oil pan drain plug and oil filter rechecked, as well as oillevel checked; no leaks found from prior service.Customer called 09/22/15 about low oil and engine noise said she hadvehicle towed to [redacted] in Bedford on 09/17/15. [redacted]stating engine was "blown".Vehicle was towed to Conrad's Macedonia location; mileage 184428, 839miles from previous repair. Checked oil level upon arrival (1 quart low),rechecked oil filter and oil pan drain plug; no leakage found from priorservice.Engine appears to be burning oil internally; also found oil residue fromtailpipe. Possible issues, but not known unless disassembled: worn valveguides / valve seals, damaged or worn piston rings, damaged or worninternal engine parts; suggested engine replacement to customer.Found no evidence of oil changes done by Conrad's to cause internal enginewear and tear.Below is a timeline of prior Conrad's service records:Do not have any service records prior to initial visit at 155011 miles,08/2013.** Honda recommends changing oil at 5000 mile intervals.08/2013: Oil Change, mileage 15501103/2014: Oil Change, mileage 163731 ** 8720 miles from prior service.07/2014: Oil Change, mileage 168122 ** 4391 miles from prior service.02/2015: Oil Change. mileage 175228 ** 7106 miles from prior service.02/28/15: Oil Change, mileage 183532 ** 8304 miles from prior service.
On 5/30 the customer was in contact with Conrad's Corporate office aboutthe issue. An apology was given at that time along with a commitment tofollow up after the issue was reviewed with the employee in question andhis supervisor. On 5/31 the Revdex.com complaint came to Conrad's. After...
adiscussion with the employee and his supervisor, the employee contactedthe customer and apologized on 6/1. A certificate for a free oil changein the future was also offered. The customer was happy with the responseat that time.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].This issue has been resolved, Conrad's did get a rental car for me, and they took my car to a Hyundai Dealer after attempting to replace the sensors 2 separate times. I didn't get much information on what exactly the issue was from Conrad's, they just said it had "something to do with the computer". So after I picked my car up from Conrad's on Friday 2-26-16 I went directly to the dealer they took my car to. There I found out that Conrad's uses after market scanning equipment to configure the sensors to the car's computer and every time they attempted to configure the sensors it actually froze up the communication to the computer and actually damaged the sensors. The dealer had to replace 2 of the sensors again (the ones Conrad's just put in). So it was in fact Conrad's that damaged my sensors in the first place. I don't understand how a company that changes tires for a business doesn't have the correct equipment to do the job right, and how they could not know what the issue was way before this went so far. I do appreciate that they finally were able to resolve this issue. And thank you Revdex.com.Regards, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
We are taking car of the customers tpms issues, we provided her with a rental vehicle yesterday at no charge so we have ample time to resolve the concerns.
We contacted Ms. [redacted] on Tuesday 02/16 (she had emailed us 02/15). Iassured her we would look into and resolve what was needed. I made an apptfor her for 02/17 to drop off the car car and allow us to re-inspect. Weordered in sensor's just in case.Yesteday we replaced all 4 sensor's at...
n/c as a courtesy, they had no signal.We do not know when the issue with the sensor's occured due to the lightbeing on when the car was originally drop off for service. There was nophysical damage to the sensor's.
Good morning [redacted], below is the requested response to the above claim. Please let me know if you need anything further.1st point:Our response was not about the oil change mileage interval, it was a statement that the vehicle had no running concerns for 5400 miles after our oil change. If a filter is left loose, leaking would result in a much sooner time frame.2nd point:Technically when a vehicle has an oil consumption issue, oil is passed through the exhaust system and is burned in the catalytic convertor. This burning may not be a visible emission from the tailpipe.3rd point:The only reference of when the noise occurred is from the customer in his first claim detail. " I had good pressure now but the motor has what sounds to be a bad lifter tap which denotes that there is a lifter that failed due to bad oil pressure or a cam lobe had wiped out or both. These are his comments, and it was after the oil pump was replaced by the customer.4th point:If an oil filter is loose and leaking oil there will be visible oil staining below the vehicle were it is parked. The customer stated in his original claim that after he added oil the same warning was on and his statement read " that didn't make sense to me because even with high mileage on the truck it is clean and is not leaking"5th point:Page 6-9 of the [redacted] owners manual states that at each fuel fill the engine oil level should be checked. The manual then references page 5-17 for further details.[redacted]General Manager[redacted]
[redacted]
I took my car to another company and was advised to drive 500 more miles and having the brakes rechecked which will take me longer than 7 days to accomplish. I also do not see where the Conrad's was addressed regarding providing my personal information without prior consent.
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Below is a copy of the response that I recieved from Conrads and my comments in red:Mr*** had his oil change done at our *** store on 7/23/with187,miles on the vehicle.(Invoice number ***.) There are several facts that do not lend in Conrad's being responsible:* Vehicle has over miles on it since the oil changeManufacturers recommendations for oil changes are between and milesThe higher mileage for mainly highway driving which is applicable to my vehicle.* Customer stated the vehicle was only over a quart low on oil. (With an engine at 190,000+ miles it is not uncommon to have oil burning past the the piston rings causing oil loss) First of all the engine is not visibly burning oilIf it was going through over a quart in miles you would be seeing it as would everyone who drove behind youSecondly, I never said the vehicle was "only" over a quart low.....their wordsThey also make it sound as if they think it is alright for a vehicle to be driven that low on oil.* Never had engine noise until oil pump was replaced by customer. I never said that eitherI wrote " I had good pressure now but the motor has what sounds to be a bad lifter tap which denotes that there is a lifter that failed due to bad oil pressure or a cam lobe had wiped out or both." Again, their words.* The customer stated the oil filter was loose and dripping, however he did not notice any leaks in milesAgain, not what I wroteI wrote "the filter had leak stains on it and there was a visible drip hanging from the bottom of the filter. It was obvious that oil had been leaking from the filterI reached to touch the filter and it spun off with my handIt apparently had not been properly tightened and had been leaking thus starving the motor of oil." Figuring that the oil was leaking past the filter seal when the engine was running and the oil under pressure it is possible that the oil was blowing of the end of the filter as I was drivingI also was not particularly looking for it to be leaking either.Based on these factors, and primarily that the engine was only over a quart low on oil, we do not believe that Conrad's oil change caused the customers problemThis last statement is ridiculasThey are basing their belief that they didn't cause the problem "primarily that the engine was only over a quart low on oil." "Only over a quart low" in their wordsThey again make it sound as if they believe that it is alright for a vehicle to be driven that low on oilI also want to share with you that I have a second issue with this Conrads and a vehicle that I have been having serviced thereI noticed that there was a small leak spot under the inside of the passenger front wheel of my wife's *** *** ***I touched my finger to it and it seemed like transmission fluid or power steering fluidWhen I looked underneath the vehicle I saw that the fluid was traveling along the front frame cross-member around to the front passenger side wheel and dripping thereWhen I investigated further I discovered the oil filter showed signs of leakingPhoto enclosed along with photo of my Avalanche's oil filter in the condition they were foundI took the vehicle into Conrads this time and was greeted with less than stellar customer serviceWhen explaining the issue to store manager Ron he said that they were to busy to take a look at it and that if I left it they would try to get to itI was not satisfied with this and eventually after telling me had no open lift bays (There were two) he had the vehicle pulled in to look at itThe vehicle was half a quart low and he stated that "The filter was probably leaking at the back of the seal." "The seal is probably worn." All along as if this was no big dealHe continued to tell me that it was due for an oil change and if I wanted to schedule one for later in the week he would do thatI was not satisfied with this either and he eventually offered to do the oil change for freeHe then was set to lower the car on the rack and I had to argue with him to at least have one of the technicians try to tighten the filterHe said that it was not looseI wiped the filter off when I got home and it has been four days today and there is no oil leaking, leading me to think that it was loose as wellIt goes in for the oil change tomorrowTo conclude, oil filters do not come loose if tightened properlyThe filter seal once heated and cooled several times by the engine heating up and cooling off becomes "stuck" on the filter and the machined surface that it mates to on the engine block and that's why they make wrenches for removing themIf the filter is not tightened properly in the first place the seal never gets "stuck" thus allowing the filter to loosen furtherOut of the four vehicles that I have serviced there, two of them have now had this condition. They have a problem there weather they want to admit it or notRegards,
*** ***
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
In both of their responses, Conrads never addresses the issue of the filter coming lose and allowing the oil to leak outThey only say that the oil leakage would have happened faster had the filter come looseI would like them to reference the picture that I supplied that showed the filter on the *** ***The photo shows very clearly that the filter was leakingThis is not a expectation after an oil change is performed When you take a motor vehicle to a repair shop for them to do any kind of service or repair work on it, you have the right to expect the work will be done correctly You have the expectation that they are going to perform the work in a "competent manner"If you take a look at the picture it is clear that was not the caseI welcome Conrads to contact me to discuss the matter and to reach a solutionIf I do not hear from them by February 15th I will begin pursuing legal action concerning the matter
Regards,
*** ***
I did meet with a representative from Conrads on Monday Febuary 9th and was contacted by their insurance company on Monday Febuary 16th after a follow up call from myeslf because I had not heard back from anyone after the meeting on the 9th yetI am sending all of my documentation into the insurance company todayI do not at this time consider the issue closedIt remains to be seen what the outcome will be and I will update this clarification once I have closed the issue with Conrads and their insurance companyUntil then I will continue to consider this an open issue awaiting further clarification
We did meet with the customer on Monday the 9thThe next step is that we are going to turn this situation over to our insurance company to facilitate next steps with the customerHe does not aggree with our position, and our insurance company is able to consult with a Motor Vehicle forensic specialist
*** *** brought her car into the brookpark store on Saturday4/18/15. They printed and gave her the invoice for the adjustment done onthe last Saturday at north Olmsted. They installed one more new tire andreset alignmentCustomer still was feeling an issue. We installed
twomore tires so all are now new at no chargeCustomer came in and did nothave time to test drive to verify it was fix for them. She left andcalled Monday and said it still is pulling and vibrating, She brought itback in and drooped it off Friday. We arranged a rental car for her at nocharge so we had time to go over the car. We found tires to minor out ofround, not being picked up on the tire balance I could see by spinning andwatching the tire. We installed different tires And retested alignment.When customer came in for pick up went on drive with the store manager andsaid the car felt good but would not know until she drove to work MondayShe drives a lot of highway that would be the test. We have not herd backfrom her yet
We will be reaching out to meet with the customer per his request
We will update once we meet
Sam J***
Mr*** had his oil change done at our *** store on 7/23/with187,miles on the vehicle.(Invoice number ***.)There are several facts that do not lend in Conrad's being responsible:* Vehicle has over miles on it since the oil change.* Customer stated the vehicle was
only over a quart low on oil. (With an engine at 190,000+ miles it is not uncommon to have oil burning past the the piston rings causing oil loss)* Never had engine noise until oil pump was replaced by customer* The customer stated the oil filter was loose and dripping, however he did not notice any leaks in miles.Based on these factors, and primarily that the engine was only over a quart low on oil, we do not believe that Conrad's oil change caused the customers problem
I spoke to the customer and apologized, agreed to refund his money,
inspect his vehicle, and give him a gift certificate for a free oil change
the next time he needs oneThis is due to the fact that his tires were
not rotated as he requestedIt was not documented or explained as to why
this
was not done
The customer is having another conversation with a store representative in
order to regain trust at this Conrad's location
We have been in contact with the customer and will conclude a resolution that will address his concerns
The customer had 2003 Honda Accord serviced for an oil change and filterreplacement on 02/28/15, mileage 183532 at the Conrad's Macedonialocation.Customer then called about oil leaking on 08/31/15; mileage 183589.Vehicle was towed free of charge to Conrad's Macedonia store. Found oilpressure switch...
leaking. Part replaced at no charge; customer goodwillsince just serviced. Topped off oil level which was roughly 2 quarts low;rechecked oil pan drain plug and oil filter rechecked, as well as oillevel checked; no leaks found from prior service.Customer called 09/22/15 about low oil and engine noise said she hadvehicle towed to [redacted] in Bedford on 09/17/15. [redacted]stating engine was "blown".Vehicle was towed to Conrad's Macedonia location; mileage 184428, 839miles from previous repair. Checked oil level upon arrival (1 quart low),rechecked oil filter and oil pan drain plug; no leakage found from priorservice.Engine appears to be burning oil internally; also found oil residue fromtailpipe. Possible issues, but not known unless disassembled: worn valveguides / valve seals, damaged or worn piston rings, damaged or worninternal engine parts; suggested engine replacement to customer.Found no evidence of oil changes done by Conrad's to cause internal enginewear and tear.Below is a timeline of prior Conrad's service records:Do not have any service records prior to initial visit at 155011 miles,08/2013.** Honda recommends changing oil at 5000 mile intervals.08/2013: Oil Change, mileage 15501103/2014: Oil Change, mileage 163731 ** 8720 miles from prior service.07/2014: Oil Change, mileage 168122 ** 4391 miles from prior service.02/2015: Oil Change. mileage 175228 ** 7106 miles from prior service.02/28/15: Oil Change, mileage 183532 ** 8304 miles from prior service.
On 5/30 the customer was in contact with Conrad's Corporate office aboutthe issue. An apology was given at that time along with a commitment tofollow up after the issue was reviewed with the employee in question andhis supervisor. On 5/31 the Revdex.com complaint came to Conrad's. After...
adiscussion with the employee and his supervisor, the employee contactedthe customer and apologized on 6/1. A certificate for a free oil changein the future was also offered. The customer was happy with the responseat that time.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].This issue has been resolved, Conrad's did get a rental car for me, and they took my car to a Hyundai Dealer after attempting to replace the sensors 2 separate times. I didn't get much information on what exactly the issue was from Conrad's, they just said it had "something to do with the computer". So after I picked my car up from Conrad's on Friday 2-26-16 I went directly to the dealer they took my car to. There I found out that Conrad's uses after market scanning equipment to configure the sensors to the car's computer and every time they attempted to configure the sensors it actually froze up the communication to the computer and actually damaged the sensors. The dealer had to replace 2 of the sensors again (the ones Conrad's just put in). So it was in fact Conrad's that damaged my sensors in the first place. I don't understand how a company that changes tires for a business doesn't have the correct equipment to do the job right, and how they could not know what the issue was way before this went so far. I do appreciate that they finally were able to resolve this issue. And thank you Revdex.com.Regards, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
We are taking car of the customers tpms issues, we provided her with a rental vehicle yesterday at no charge so we have ample time to resolve the concerns.
We contacted Ms. [redacted] on Tuesday 02/16 (she had emailed us 02/15). Iassured her we would look into and resolve what was needed. I made an apptfor her for 02/17 to drop off the car car and allow us to re-inspect. Weordered in sensor's just in case.Yesteday we replaced all 4 sensor's at...
n/c as a courtesy, they had no signal.We do not know when the issue with the sensor's occured due to the lightbeing on when the car was originally drop off for service. There was nophysical damage to the sensor's.
Good morning [redacted], below is the requested response to the above claim. Please let me know if you need anything further.1st point:Our response was not about the oil change mileage interval, it was a statement that the vehicle had no running concerns for 5400 miles after our oil change. If a filter is left loose, leaking would result in a much sooner time frame.2nd point:Technically when a vehicle has an oil consumption issue, oil is passed through the exhaust system and is burned in the catalytic convertor. This burning may not be a visible emission from the tailpipe.3rd point:The only reference of when the noise occurred is from the customer in his first claim detail. " I had good pressure now but the motor has what sounds to be a bad lifter tap which denotes that there is a lifter that failed due to bad oil pressure or a cam lobe had wiped out or both. These are his comments, and it was after the oil pump was replaced by the customer.4th point:If an oil filter is loose and leaking oil there will be visible oil staining below the vehicle were it is parked. The customer stated in his original claim that after he added oil the same warning was on and his statement read " that didn't make sense to me because even with high mileage on the truck it is clean and is not leaking"5th point:Page 6-9 of the [redacted] owners manual states that at each fuel fill the engine oil level should be checked. The manual then references page 5-17 for further details.[redacted]General Manager[redacted]
[redacted]
My complaint was resolved satisfactorily. Thank you,
We met with the customer and inspected the tire. We concluded to assist her with 50% off replacement. She is satisfied with the resolution.
Customer had two tires replaced at no charge on Friday January 29th. Situtation is handled and can be closed.
I took my car to another company and was advised to drive 500 more miles and having the brakes rechecked which will take me longer than 7 days to accomplish. I also do not see where the Conrad's was addressed regarding providing my personal information without prior consent.