Ms. [redacted] Accusations are false and misleading. Ms. [redacted] vehicle was TOWED in for a no start (see attached invoice 45860). Upon inspection and diagnosis we found Ms. [redacted] car had melted coil#6 which blew a fuse that prevented her car from starting she at that time also had multiple other...
codes set related to the blown fuse and one for an evap leak that was suspected of being a loose gas cap. She approved the repairs and they were performed. Ms. [redacted] did return 3 days later with a light back on. We rechecked at no charge and found a loose connection that we corrected under warranty (see estimate [redacted]). The vehicle left running as it should. We did not hear from Ms. [redacted] until 11-25-2016. Once again her check engine light was on and the vehicle running rough. Ms. [redacted] was informed that we would recheck our work for free but if additional diagnostic were needed for a separate issue there would be a charge. A check engine light can be set by any number of things and is not necessarily related to previous repairs. What was found was Ms. [redacted] now had an additional coil go bad. This time it was cylinder #4.(see estimate [redacted]) Her vehicle has a total of 6 coils and each one is separate and as such is replaced as needed. With 150,000 miles on her vehicle it is possible that she can have up to 4 more coil fail at any given time. We only repair and/or replace parts that can be confirmed as needed. coil #4 and the others tested fine back in August and did not need replacement at that time. We have not failed to honor our warranty in any way. we in fact honored it when we had a bad connection. Our warranty covers only the parts and the corresponding labor for the parts that we replace. The now bad coil#4 is a new issue, one that we did not charge her for and one we did not replace. So her current issue is not a covered by the warranty on the previous repair. The facts do not support Ms. [redacted] Accusations and we feel this complaint has no merit as anyone should see by the facts presented. We request this case be closed.
Complaint: [redacted]
I am rejecting this response because:
This response came directly from their attorney. [redacted] is evidently hiding the facts about his failure to fix my vehicle (Mazda MPV) as promised/guaranteed. I did not have the above...
conversation with [redacted]; it is a fully fabricated story. Please refer to my original complaint for facts and time lines. I will not give [redacted] nor his attorneys any hints just in case I might have to go to court.I have already mailed to [redacted] the repair receipt from Mazda dealership showing the actual repair that was needed to fix the vehicle (# 6 coil). Also I requested a replacement or the cost of the engine cover that was not returned with my vehicle.Also, Manager [redacted] should acknowledge that I have been doing business with his shop/him for almost a decade at the same location. This is very disappointing.Regards,
[redacted]
I am sorry if I did not mention all the information you provided. So, I will explain the best I can the probable chain of events (no one can be 100% positive on what failed first). When an alternators output voltage drops the car will still run fine for a period of time. the battery takes up the slack and does its job as long as it can until it is destroyed by the stress and abuse put on it for having to do the work of itself and the failing alternator. So it is most likely the 1.5 hours you drove the car until the point you had to jump it, was the killing blow to your battery.As far as the brake switch goes, had you know of the issue and mentioned it to us on the first visit we would have checked it, just as we did the second time you brought it in. If the switch could or would have been confirmed on the first visit, it too would have sold to you as part of the repair. However it was not a concern on your first visit and it was working fine on your second. Intermittent problems are more difficult to confirm and we do not sell any customer any work unless it can be confirmed as needed. The switch was working on both visits. It would be a rip off (using Mr. [redacted] words) if a part was sold without its need being confirmed. You apparently think that any car issue would or should only need the replacement of one part. This unfortunately is not always the case, in fact it's rarely the case. most issues start off as one issue but soon cascade into multiple parts due to the fact that most issues do not become obvious until there are multiple issues that combine to be an obvious and sometimes critical issue. We did find and fix needed issues and the only reason there is now a question is because of a hidden problem who was not one of your original concerns, so was not looked into. Again on your second visit the issue was not confirmed either, or we would have sold you a switch at that time. As far as getting the services you requested, you did. Problems were found and fixed. The fact, again, that there was another issue does not change the fact that the alternator and battery needed replacement. if there was an unrelated issue or problem it was the switch that was unrelated to the failed alternator and battery. Even though you feel different about it I cannot fix or change your feelings, although I can confirm them. Everyone who comes into our shop are treated with respect and we deserve the same. Our reputation with the Revdex.com and the community would not be as excellent as it is, if we were the crooks and rip offs you now claim we are. We tried to resolve this with you in a mutually agreeable fashion, you rejected it, so there is nothing more we can do, except acknowledge the dissatisfaction you have with our service. Again, we understand that not everyone will be our customer and I hope that you will find a shop that suits your needs.?
Complaint: [redacted]
I am rejecting this response because:the information is untrue. I have been refused service on warranty and I had to pay for problem to be fixed. Which it was. Breaks are no longer sqweeking.
Regards,
[redacted]
Mr. [redacted] came in with the complaint of having had to jump start his car. he also requested a free ac check and inquired about a tune up. First step of course is to have a technician do a starting/charging electrical diagnosis of the vehicle, based on the customers information and description of...
problem. the tech started where he was supposed to start and check the CCA (cold cranking amps) of the battery this determines the actual state of the battery as far as its ability to do its job. Mr. [redacted] battery failed (see technicians hand written notes as well as the tech notes transferred to the customers final receipt). the next step the technician took was to determine why a battery claimed to be less than 3 years old would fail so the charging system was checked. The tech found that the alternator was only putting out 10 volts. An alternator is supposed to put out around 14 volts to be able to keep a 12 volt battery charged. Mr. [redacted] alternator needed to be replaced prior to replacing the battery or the new battery would be destroyed quickly as Mr. [redacted] existing battery had.We gave Mr. [redacted] the estimate for his main concern of the no start issue and then we also gave him an estimate for his additional requests. ( all of which are included in the attachments). Mr. [redacted] agreed with our assessment and the repairs were performed with his approval. He [redacted] claim we told him by replacing the battery and alternator that his issues with the battery and alternator would be fixed. it has been fixed the battery and alternator are working fine as we noted on the repair order when Mr. [redacted] returned with additional issues. It appears Mr. [redacted] is under the impression that we are responsible for items (parts) that we did not replace. We are not. If Mr. [redacted] would refer to the bottom of his estimates he will see the following statement" I understand that Brake Specialists (Austin's Automotive Specialists) contract to replace worn, broken parts for maintenance or preventive maintenance reasons. once replaced, additional service may be needed to resolve a particular or hidden problems". Simply put if Mr. [redacted] came in complaining of his brakes lights staying on and we replaced his brake light switch, he would now be complaining that we missed his bad battery and alternator. We addressed the issues that Mr. Tomkins brought to our attention. had he mentioned the intermittent problem with his brake lights we could have addressed it at the same time. however it would and did not have any bearing for the need for the battery and alternator replacement.Our technician did his job. he found and confirmed a problem and Mr. [redacted] approved the repair. Now because some mechanic has made an accusation, an assumption without and facts to back it up, Mr. [redacted] wants money back. there is nothing other than speculation, based on an additional needed part, and the money he had to spend to fix his own car that is behind this demand for a refund for services rendered. Mr. [redacted] feelings are not facts and the fact that his parts tested bad required there replacement. We in an attempt to salvage a customer that has been misled by speculative mechanics elsewhere we offered him a store credit to placate Mr. [redacted] and keep his business. It is now obvious, that will not be. Mr. [redacted] is not due any kind of refund or credit so none will be forthcoming from Austin's Automotive Specialists.We have been a member of the Revdex.com for over 35 years and are considered an accredited business for a reason. If we are in the wrong we make it right, we even try to make a customer happy by offering free services when they are not entitled, like the credit offer given to Mr. [redacted]. We understand and accept the fact that not everyone will be our customer, but will continue to try.
We dispute this complaint due to the notated pre-existing condition of the vehicle as well as the lack of any supporting evidence.Ms. [redacted] brought her car in for an oil change on 5-25-2017. Our lube text who has over a year and a half experience immediately noticed the engine was making a lot...
noise that was not normal and the low oil light was on. A Low Oil Light does not mean its time to replace the oil no more than a smoke alarm going off means dinners ready. it means you are out of oil! as he proceeded with the requested oil change. when he drained what little oil was left he found an excessive amount of metal shavings in the oil. It was obvious that there was internal motor damage from lack of maintenance. this was not only noted on her receipt (see [redacted]1 attachment) the Lube Center Manager [redacted] spoke to her in detail explaining what we found The vehicle left without further incident making the same excessive engine noise as when it came in.The afternoon of the next day the 26th. Ms [redacted] called and said she her car was leaking oil and was having it towed back in. we immediately told her no problem we would find out what the problem was when the vehicle got here. the vehicle did not show up. [redacted] the Lube Center Manager called the wrecker company who told us, she had him tow the vehicle towed to the dealership. This seemed odd since it was a 14 year old car with excessive engine noise and she had said she was sending it to us.After not hearing anything for 4 days [redacted] Called the dealership to find out what was up with the vehicle. The Dealership Service Writer said they had invested 2 hours of diagnostic time to pull the oil pan and inspect for internal engine failure. He stated the oil filter had no gasket and that the engine had no oil. A missing gasket made no sense but we do not dispute what a customer says without first having the facts. every oil filter comes with a gasket attached as seen in attachment 3. looking at attachment 3 and 2 you can see how it is made into the filter. Also, the gasket is coated with oil prior to install. anyone who has ever done an oil change knows that, and if there was no gasket it would be obvious even to a novice. We informed Ms. [redacted] that we do our own warranty work if needed, and that the vehicle needed to come to us as we had originally agreed. She then had the vehicle towed to us the next day. She also told us that she was buying a new car and did not seem to be very worried about her one since in her words it was not worth very much anyway.We automatically assume that we are at fault until proved otherwise and when the vehicle arrived it was obvious that is was the otherwise. Nothing we had been told us added up. First the vehicle ran and made the same engine noise as when she left only now the low oil light was off Then, if for some miraculous reason the vehicle could leave without a gasket there would be oil everywhere. The only oil under her car was from long existing oil leaks. The truth is if a filter had no gasket, as soon as we started the vehicle which we do after every fill, so we can let it run a minute to double check the oil level. Would blow all the oil out of the engine immediately all over the vehicle under carriage and all over our floor. Both of which were clean after the oil change and the vehicles under carriage and still clean when the vehicle showed back up at our shop. no car wash could get it all. NO EVEIDENCE IT EVER OCCERRED. We looked in the comers and under trim on the piping and cables, everywhere looking for a drop of oil that would show there was ever oil was blowing out of the filter, none could be found. In this complaint she states there was oil film all over the back window. There is no evidence of that. The vehicle has not been washed, look at the dust on the vehicle in the pictures. From the time the oil supposedly created a film until it showed up at our shop Ms. [redacted] did not have possession and so had no time to wash the vehicle. The vehicle is, as it was, when it left our shop. I put an X in the dirt in attachment 4 to show it had not been recently washed .Afso view attachments 5 and 6 for more exterior shots. She also says she has pictures of oil in her driveway?So. I do too. I have a truck in my drive that leaks oil and there's a big stain my Son trans leaks and there's a wet stain in der his too. A picture of an oil stained drive means nothing can make a trail of oil down my street using a bottle of oil myself. The under carriage of the car is where the majority of the oil would be. Attachments alt undercarriage shots show no oil, which would have to be there prior to making it to the back window. No Sign Of Any Oil. We also confirmed that the oil pan was never removed from the vehicle see attachment 11 all it shows is the oil from an existing valve cover gasket that teaks oil down from the top of the engine coating the sides of the oil pan.We have had people try to scam us multiple times over the years bringing us vehicle on their last leg and try to blame us for whatever. We have had people blame us for dents on there cars when we didn't do it hence the camera systems in our shops. it has saved us many times from fraudulent claims. we have had people with failing transmissions ask for a transmission fluid service then try to get us to pay for them a new transmission. I don't like to point fingers or make false accusations but there is zero evidence to back up this claim. It is obvious the dealership has misled her into thinking something false. This would not be the first time we had uncovered a unscrupulous Dealership service writer. I have bought engines in the past when we did make a mistake. But, I will not pay for an engine or for a vehicle that came to our shop on its last leg and is stilt in the exact same shape with NO EVIDENCE of what the dealership claims to have occured.We will not reimburse her for the oil change. It was performed properly the vehicle left as it was supposed to. We could not let it leave with no oil after draining it and finding all the metal fakes it had to be refilled. As far as the Dealership bill. It was her choice to go there. Like I stated earlier we do not pay others to do our warranty work. she elected to go there its her Bill. She has no right to spend our money just as we have no right to spend hers. Then her wanting us to either put in another motor or buy her car from her is a no go. Her Vehicles engine was ruined when she brought it to us for an oil change its in the same shape now.Had we been at fault I would make it right but we obviously are not at fault.[redacted]Vice President/Director of Operations Austin's Automotive Specialists
Dear Revdex.com,There is always a point where a business has to take a stand against an out of control customer who cannot for whatever reason, listen to reason. Ms. [redacted] Sabia is one of those and we will not cave to her.For being a Realtor with KW, [redacted] vile rants cursing our Shop...
Manager and then another 15 minute phone rant to me where she cusses almost non-stop at the top of her lungs borders on ... let's just say unprofessional. She was not letting anyone get a word in between threat of "I'm going to F-ing ruin you" to "I'm taking you to court", along with every other profane thing you could think of. While on the other hand our Manager and myself stayed professional and tried to explain the noise issues with her car and how brakes can and do make noise at times. She would not listen to any reason.She was apparently set off by a Service Advisor at a local Nissan dealership who misinformed her of what could be done about the noise issues. He obviously cared more about making a sale than actually helping a customer by offering the truth. They told her they could stop the squeak in her brakes (correct spelling) which turned out to be false. Her model of car is notorious for brakes to squeak at times. However she took there word over ours hence the vile rants vicious reviews and this Revdex.com complaint.Ms. [redacted] statements and demands are unreasonable. The work we performed was performed with her approval, knowing very well we were using a aftermarket top quality brake pad. She had originally come to us from the dealership wanting to save money. The brakes are performing as they should. Ms. [redacted] herself during her ranting said the brakes were working fine it was only the squeak.She then went to another Nissan dealership complaining of a squeak. They drove the vehicle and could not duplicate her concern. She herself, could not get the vehicle to make any noise. This I confirmed with the Dealerships Service Manager who had called me about her vehicle. The Service Manager informed her that her car could and would make noises that brakes can make a variety of noises and that it was normal. They even showed Ms. [redacted] the Manufacturers written statements to that fact (see attached). He said she left understanding her brakes were fine.Her vehicle is under warranty with us and we never refused to honor our warranty. I informed her that by us offering to replace the pads with dealer pads was to fulfill her demands for dealer pads and not to be able to suddenly fix anything. There is nothing to fix. The occasional brake noise, especially when cold is normal on her make and model car. We expected the dealership pads to make noise as any pad would.Ms. [redacted] now knows our work was performed properly and is working as it should so this complaint should go away. As well as her 2 one star reviews she put on the internet. When I asked for her to remove them because to would be the right, the decent thing to do. she of course would not, even though our work was confirmed by the Dealership as being fine. This shows how vindictive she has been to us.There is nothing to reimburse for. Our Warranty clearly states we do not pay for others to do our warranty work. It also states that we do not warranty against noise or pulsation after 90 days as any vehicles brakes can make noise at any time. Be it by design, like her car or from getting tire shine on the brake rotors, which we see a lot of being by a car wash. or even by driving through a water puddle that has had some oil in it that was washed off passing vehicles.Occasional noise is normal, we will not be reimbursing her anything.
Complaint: [redacted]
I am rejecting this response because:
You keep indicating that I had a "problem [which] was not one of [my] original concern" but my original concern was I needed a jump often. And if you think the 1.5 hours is what finally killed the battery (adding to the original false diagnosis) then I wonder about the capabilities of AAS in general. The battery was stone-dead when I jumped it, then started it and drove right away 1.5 hours. This is definitely an indication that the alternator is generating enough for the car to run properly. And when I brought it in the 2nd time, you still could not find the issue, even though I gave more information and I still had a problem. And instead of looking further into the problem, I heard "well the brake switch is fine soooooo....". Again, you never fixed the problem I came in for, and fixed a different unrelated issue that you claim I had.You did not "try to find a mutually agreeable resolution", as you say. You found one that gives you more business after already giving terrible service. $150 credit does very little in your shop, with your prices, and I already don't trust your work, so why would this be mutually agreeable? I was the one who asked for only a return on labor costs, less than 50% refund, so we can find a middle ground. With one exception, I've found your team to have spoken with respect, and I do appreciate that. I still hope for a middle ground here, where we can both walk away unscathed.
Complaint: [redacted]
I am rejecting this response because: Based on the responses received, Again, Attorney [redacted], failed to read my complaint. Or his client lied to him. Please attorney [redacted], read my complaint for insight. I have proof against everything you have said thus far.I will not reply to any more correspondence unless it is an offer from Austin's Automotive Specialists.
"INTEDRITY IS DOING THE RIGHT THING EVEN WHEN NO ONE IS WATCHING." [redacted]Regards,
[redacted]
I completely agree with the [redacted] on this matter. I sincerely apologize for this. [redacted] was and is in the wrong. he should never have put the [redacted] through this and should have been more upfront with any parts issues. As far as the rental car [redacted] should have had this taken care of prior the...
rental vehicle being returned. The [redacted] will be reimbursed. Again I apologize.
We have responded to the customers complaint and have refunded her. This case is closed
Ms. [redacted] Accusations are false and misleading. Ms. [redacted] vehicle was TOWED in for a no start (see attached invoice 45860). Upon inspection and diagnosis we found Ms. [redacted] car had melted coil#6 which blew a fuse that prevented her car from starting she at that time also had multiple other...
codes set related to the blown fuse and one for an evap leak that was suspected of being a loose gas cap. She approved the repairs and they were performed. Ms. [redacted] did return 3 days later with a light back on. We rechecked at no charge and found a loose connection that we corrected under warranty (see estimate [redacted]). The vehicle left running as it should. We did not hear from Ms. [redacted] until 11-25-2016. Once again her check engine light was on and the vehicle running rough. Ms. [redacted] was informed that we would recheck our work for free but if additional diagnostic were needed for a separate issue there would be a charge. A check engine light can be set by any number of things and is not necessarily related to previous repairs. What was found was Ms. [redacted] now had an additional coil go bad. This time it was cylinder #4.(see estimate [redacted]) Her vehicle has a total of 6 coils and each one is separate and as such is replaced as needed. With 150,000 miles on her vehicle it is possible that she can have up to 4 more coil fail at any given time. We only repair and/or replace parts that can be confirmed as needed. coil #4 and the others tested fine back in August and did not need replacement at that time. We have not failed to honor our warranty in any way. we in fact honored it when we had a bad connection. Our warranty covers only the parts and the corresponding labor for the parts that we replace. The now bad coil#4 is a new issue, one that we did not charge her for and one we did not replace. So her current issue is not a covered by the warranty on the previous repair. The facts do not support Ms. [redacted] Accusations and we feel this complaint has no merit as anyone should see by the facts presented. We request this case be closed.
Complaint: [redacted]
I am rejecting this response because:
This response came directly from their attorney. [redacted] is evidently hiding the facts about his failure to fix my vehicle (Mazda MPV) as promised/guaranteed. I did not have the above...
conversation with [redacted]; it is a fully fabricated story. Please refer to my original complaint for facts and time lines. I will not give [redacted] nor his attorneys any hints just in case I might have to go to court.I have already mailed to [redacted] the repair receipt from Mazda dealership showing the actual repair that was needed to fix the vehicle (# 6 coil). Also I requested a replacement or the cost of the engine cover that was not returned with my vehicle.Also, Manager [redacted] should acknowledge that I have been doing business with his shop/him for almost a decade at the same location. This is very disappointing.Regards,
[redacted]
I am sorry if I did not mention all the information you provided. So, I will explain the best I can the probable chain of events (no one can be 100% positive on what failed first). When an alternators output voltage drops the car will still run fine for a period of time. the battery takes up the slack and does its job as long as it can until it is destroyed by the stress and abuse put on it for having to do the work of itself and the failing alternator. So it is most likely the 1.5 hours you drove the car until the point you had to jump it, was the killing blow to your battery.As far as the brake switch goes, had you know of the issue and mentioned it to us on the first visit we would have checked it, just as we did the second time you brought it in. If the switch could or would have been confirmed on the first visit, it too would have sold to you as part of the repair. However it was not a concern on your first visit and it was working fine on your second. Intermittent problems are more difficult to confirm and we do not sell any customer any work unless it can be confirmed as needed. The switch was working on both visits. It would be a rip off (using Mr. [redacted] words) if a part was sold without its need being confirmed. You apparently think that any car issue would or should only need the replacement of one part. This unfortunately is not always the case, in fact it's rarely the case. most issues start off as one issue but soon cascade into multiple parts due to the fact that most issues do not become obvious until there are multiple issues that combine to be an obvious and sometimes critical issue. We did find and fix needed issues and the only reason there is now a question is because of a hidden problem who was not one of your original concerns, so was not looked into. Again on your second visit the issue was not confirmed either, or we would have sold you a switch at that time. As far as getting the services you requested, you did. Problems were found and fixed. The fact, again, that there was another issue does not change the fact that the alternator and battery needed replacement. if there was an unrelated issue or problem it was the switch that was unrelated to the failed alternator and battery. Even though you feel different about it I cannot fix or change your feelings, although I can confirm them. Everyone who comes into our shop are treated with respect and we deserve the same. Our reputation with the Revdex.com and the community would not be as excellent as it is, if we were the crooks and rip offs you now claim we are. We tried to resolve this with you in a mutually agreeable fashion, you rejected it, so there is nothing more we can do, except acknowledge the dissatisfaction you have with our service. Again, we understand that not everyone will be our customer and I hope that you will find a shop that suits your needs.?
Complaint: [redacted]
I am rejecting this response because:the information is untrue. I have been refused service on warranty and I had to pay for problem to be fixed. Which it was. Breaks are no longer sqweeking.
Regards,
[redacted]
Mr. [redacted] came in with the complaint of having had to jump start his car. he also requested a free ac check and inquired about a tune up. First step of course is to have a technician do a starting/charging electrical diagnosis of the vehicle, based on the customers information and description of...
problem. the tech started where he was supposed to start and check the CCA (cold cranking amps) of the battery this determines the actual state of the battery as far as its ability to do its job. Mr. [redacted] battery failed (see technicians hand written notes as well as the tech notes transferred to the customers final receipt). the next step the technician took was to determine why a battery claimed to be less than 3 years old would fail so the charging system was checked. The tech found that the alternator was only putting out 10 volts. An alternator is supposed to put out around 14 volts to be able to keep a 12 volt battery charged. Mr. [redacted] alternator needed to be replaced prior to replacing the battery or the new battery would be destroyed quickly as Mr. [redacted] existing battery had.We gave Mr. [redacted] the estimate for his main concern of the no start issue and then we also gave him an estimate for his additional requests. ( all of which are included in the attachments). Mr. [redacted] agreed with our assessment and the repairs were performed with his approval. He [redacted] claim we told him by replacing the battery and alternator that his issues with the battery and alternator would be fixed. it has been fixed the battery and alternator are working fine as we noted on the repair order when Mr. [redacted] returned with additional issues. It appears Mr. [redacted] is under the impression that we are responsible for items (parts) that we did not replace. We are not. If Mr. [redacted] would refer to the bottom of his estimates he will see the following statement" I understand that Brake Specialists (Austin's Automotive Specialists) contract to replace worn, broken parts for maintenance or preventive maintenance reasons. once replaced, additional service may be needed to resolve a particular or hidden problems". Simply put if Mr. [redacted] came in complaining of his brakes lights staying on and we replaced his brake light switch, he would now be complaining that we missed his bad battery and alternator. We addressed the issues that Mr. Tomkins brought to our attention. had he mentioned the intermittent problem with his brake lights we could have addressed it at the same time. however it would and did not have any bearing for the need for the battery and alternator replacement.Our technician did his job. he found and confirmed a problem and Mr. [redacted] approved the repair. Now because some mechanic has made an accusation, an assumption without and facts to back it up, Mr. [redacted] wants money back. there is nothing other than speculation, based on an additional needed part, and the money he had to spend to fix his own car that is behind this demand for a refund for services rendered. Mr. [redacted] feelings are not facts and the fact that his parts tested bad required there replacement. We in an attempt to salvage a customer that has been misled by speculative mechanics elsewhere we offered him a store credit to placate Mr. [redacted] and keep his business. It is now obvious, that will not be. Mr. [redacted] is not due any kind of refund or credit so none will be forthcoming from Austin's Automotive Specialists.We have been a member of the Revdex.com for over 35 years and are considered an accredited business for a reason. If we are in the wrong we make it right, we even try to make a customer happy by offering free services when they are not entitled, like the credit offer given to Mr. [redacted]. We understand and accept the fact that not everyone will be our customer, but will continue to try.
We dispute this complaint due to the notated pre-existing condition of the vehicle as well as the lack of any supporting evidence.Ms. [redacted] brought her car in for an oil change on 5-25-2017. Our lube text who has over a year and a half experience immediately noticed the engine was making a lot...
noise that was not normal and the low oil light was on. A Low Oil Light does not mean its time to replace the oil no more than a smoke alarm going off means dinners ready. it means you are out of oil! as he proceeded with the requested oil change. when he drained what little oil was left he found an excessive amount of metal shavings in the oil. It was obvious that there was internal motor damage from lack of maintenance. this was not only noted on her receipt (see [redacted]1 attachment) the Lube Center Manager [redacted] spoke to her in detail explaining what we found The vehicle left without further incident making the same excessive engine noise as when it came in.The afternoon of the next day the 26th. Ms [redacted] called and said she her car was leaking oil and was having it towed back in. we immediately told her no problem we would find out what the problem was when the vehicle got here. the vehicle did not show up. [redacted] the Lube Center Manager called the wrecker company who told us, she had him tow the vehicle towed to the dealership. This seemed odd since it was a 14 year old car with excessive engine noise and she had said she was sending it to us.After not hearing anything for 4 days [redacted] Called the dealership to find out what was up with the vehicle. The Dealership Service Writer said they had invested 2 hours of diagnostic time to pull the oil pan and inspect for internal engine failure. He stated the oil filter had no gasket and that the engine had no oil. A missing gasket made no sense but we do not dispute what a customer says without first having the facts. every oil filter comes with a gasket attached as seen in attachment 3. looking at attachment 3 and 2 you can see how it is made into the filter. Also, the gasket is coated with oil prior to install. anyone who has ever done an oil change knows that, and if there was no gasket it would be obvious even to a novice. We informed Ms. [redacted] that we do our own warranty work if needed, and that the vehicle needed to come to us as we had originally agreed. She then had the vehicle towed to us the next day. She also told us that she was buying a new car and did not seem to be very worried about her one since in her words it was not worth very much anyway.We automatically assume that we are at fault until proved otherwise and when the vehicle arrived it was obvious that is was the otherwise. Nothing we had been told us added up. First the vehicle ran and made the same engine noise as when she left only now the low oil light was off Then, if for some miraculous reason the vehicle could leave without a gasket there would be oil everywhere. The only oil under her car was from long existing oil leaks. The truth is if a filter had no gasket, as soon as we started the vehicle which we do after every fill, so we can let it run a minute to double check the oil level. Would blow all the oil out of the engine immediately all over the vehicle under carriage and all over our floor. Both of which were clean after the oil change and the vehicles under carriage and still clean when the vehicle showed back up at our shop. no car wash could get it all. NO EVEIDENCE IT EVER OCCERRED. We looked in the comers and under trim on the piping and cables, everywhere looking for a drop of oil that would show there was ever oil was blowing out of the filter, none could be found. In this complaint she states there was oil film all over the back window. There is no evidence of that. The vehicle has not been washed, look at the dust on the vehicle in the pictures. From the time the oil supposedly created a film until it showed up at our shop Ms. [redacted] did not have possession and so had no time to wash the vehicle. The vehicle is, as it was, when it left our shop. I put an X in the dirt in attachment 4 to show it had not been recently washed .Afso view attachments 5 and 6 for more exterior shots. She also says she has pictures of oil in her driveway?So. I do too. I have a truck in my drive that leaks oil and there's a big stain my Son trans leaks and there's a wet stain in der his too. A picture of an oil stained drive means nothing can make a trail of oil down my street using a bottle of oil myself. The under carriage of the car is where the majority of the oil would be. Attachments alt undercarriage shots show no oil, which would have to be there prior to making it to the back window. No Sign Of Any Oil. We also confirmed that the oil pan was never removed from the vehicle see attachment 11 all it shows is the oil from an existing valve cover gasket that teaks oil down from the top of the engine coating the sides of the oil pan.We have had people try to scam us multiple times over the years bringing us vehicle on their last leg and try to blame us for whatever. We have had people blame us for dents on there cars when we didn't do it hence the camera systems in our shops. it has saved us many times from fraudulent claims. we have had people with failing transmissions ask for a transmission fluid service then try to get us to pay for them a new transmission. I don't like to point fingers or make false accusations but there is zero evidence to back up this claim. It is obvious the dealership has misled her into thinking something false. This would not be the first time we had uncovered a unscrupulous Dealership service writer. I have bought engines in the past when we did make a mistake. But, I will not pay for an engine or for a vehicle that came to our shop on its last leg and is stilt in the exact same shape with NO EVIDENCE of what the dealership claims to have occured.We will not reimburse her for the oil change. It was performed properly the vehicle left as it was supposed to. We could not let it leave with no oil after draining it and finding all the metal fakes it had to be refilled. As far as the Dealership bill. It was her choice to go there. Like I stated earlier we do not pay others to do our warranty work. she elected to go there its her Bill. She has no right to spend our money just as we have no right to spend hers. Then her wanting us to either put in another motor or buy her car from her is a no go. Her Vehicles engine was ruined when she brought it to us for an oil change its in the same shape now.Had we been at fault I would make it right but we obviously are not at fault.[redacted]Vice President/Director of Operations Austin's Automotive Specialists
Dear Revdex.com,There is always a point where a business has to take a stand against an out of control customer who cannot for whatever reason, listen to reason. Ms. [redacted] Sabia is one of those and we will not cave to her.For being a Realtor with KW, [redacted] vile rants cursing our Shop...
Manager and then another 15 minute phone rant to me where she cusses almost non-stop at the top of her lungs borders on ... let's just say unprofessional. She was not letting anyone get a word in between threat of "I'm going to F-ing ruin you" to "I'm taking you to court", along with every other profane thing you could think of. While on the other hand our Manager and myself stayed professional and tried to explain the noise issues with her car and how brakes can and do make noise at times. She would not listen to any reason.She was apparently set off by a Service Advisor at a local Nissan dealership who misinformed her of what could be done about the noise issues. He obviously cared more about making a sale than actually helping a customer by offering the truth. They told her they could stop the squeak in her brakes (correct spelling) which turned out to be false. Her model of car is notorious for brakes to squeak at times. However she took there word over ours hence the vile rants vicious reviews and this Revdex.com complaint.Ms. [redacted] statements and demands are unreasonable. The work we performed was performed with her approval, knowing very well we were using a aftermarket top quality brake pad. She had originally come to us from the dealership wanting to save money. The brakes are performing as they should. Ms. [redacted] herself during her ranting said the brakes were working fine it was only the squeak.She then went to another Nissan dealership complaining of a squeak. They drove the vehicle and could not duplicate her concern. She herself, could not get the vehicle to make any noise. This I confirmed with the Dealerships Service Manager who had called me about her vehicle. The Service Manager informed her that her car could and would make noises that brakes can make a variety of noises and that it was normal. They even showed Ms. [redacted] the Manufacturers written statements to that fact (see attached). He said she left understanding her brakes were fine.Her vehicle is under warranty with us and we never refused to honor our warranty. I informed her that by us offering to replace the pads with dealer pads was to fulfill her demands for dealer pads and not to be able to suddenly fix anything. There is nothing to fix. The occasional brake noise, especially when cold is normal on her make and model car. We expected the dealership pads to make noise as any pad would.Ms. [redacted] now knows our work was performed properly and is working as it should so this complaint should go away. As well as her 2 one star reviews she put on the internet. When I asked for her to remove them because to would be the right, the decent thing to do. she of course would not, even though our work was confirmed by the Dealership as being fine. This shows how vindictive she has been to us.There is nothing to reimburse for. Our Warranty clearly states we do not pay for others to do our warranty work. It also states that we do not warranty against noise or pulsation after 90 days as any vehicles brakes can make noise at any time. Be it by design, like her car or from getting tire shine on the brake rotors, which we see a lot of being by a car wash. or even by driving through a water puddle that has had some oil in it that was washed off passing vehicles.Occasional noise is normal, we will not be reimbursing her anything.
Complaint: [redacted]
I am rejecting this response because:
You keep indicating that I had a "problem [which] was not one of [my] original concern" but my original concern was I needed a jump often. And if you think the 1.5 hours is what finally killed the battery (adding to the original false diagnosis) then I wonder about the capabilities of AAS in general. The battery was stone-dead when I jumped it, then started it and drove right away 1.5 hours. This is definitely an indication that the alternator is generating enough for the car to run properly. And when I brought it in the 2nd time, you still could not find the issue, even though I gave more information and I still had a problem. And instead of looking further into the problem, I heard "well the brake switch is fine soooooo....". Again, you never fixed the problem I came in for, and fixed a different unrelated issue that you claim I had.You did not "try to find a mutually agreeable resolution", as you say. You found one that gives you more business after already giving terrible service. $150 credit does very little in your shop, with your prices, and I already don't trust your work, so why would this be mutually agreeable? I was the one who asked for only a return on labor costs, less than 50% refund, so we can find a middle ground. With one exception, I've found your team to have spoken with respect, and I do appreciate that. I still hope for a middle ground here, where we can both walk away unscathed.
Complaint: [redacted]
I am rejecting this response because: Based on the responses received, Again, Attorney [redacted], failed to read my complaint. Or his client lied to him. Please attorney [redacted], read my complaint for insight. I have proof against everything you have said thus far.I will not reply to any more correspondence unless it is an offer from Austin's Automotive Specialists.
"INTEDRITY IS DOING THE RIGHT THING EVEN WHEN NO ONE IS WATCHING." [redacted]Regards,
[redacted]
I completely agree with the [redacted] on this matter. I sincerely apologize for this. [redacted] was and is in the wrong. he should never have put the [redacted] through this and should have been more upfront with any parts issues. As far as the rental car [redacted] should have had this taken care of prior the...
rental vehicle being returned. The [redacted] will be reimbursed. Again I apologize.