Bailey Charles W

Initial Business Response / [redacted] (1000, 5, 2015/07/29) */ It is unfortunate that this customer's car has an engine that needs to be replacedWe at Tuffy Tire and Auto Service perform all services and repairs to the highest standardsUnfortunately vehicles with very high mileage will have major part failures at any momentWe have reviewed all of the facts internally and any that may have been presented to us and find no evidence that our store is responsible for this customer's engine replacementAccusations should not be based on assumptions This customer did not come to Tuffy Auto Center in Bloomington for an oil change as he statedHis original concern on his first visit to us on 6/20/was "steering wheel shakes 55mph and above and when hit brakes"We discovered during our point inspection that the car was in need of an oil change due to the dark/dirty color of the engine oil, no oil change reminder sticker in the window, and the oil filter had the appearance of being oldWe brought the customer into the shop to review and show them the findings of our inspectionHe informed us that the oil was just changed a few days ago at a competitor's shopWe let him know the facts of our inspection and suggested he confirm with the other shopHe then called us back to let us know the other shop did not change the oil and approved for us to perform the serviceWe have no idea how long the engine was ran on old overdue engine oilThe customer returned the vehicle to us on 7/13/stating "engine noise, high pitched whine and some vibration in the motor"We then for the first time heard an internal engine noiseThe customer authorized us to remove the oil pan for inspectionWe found metallic debris in the oil that we drained from the engine(which we installed during the oil change on 6/20/15) and debris in the oil pump tube screenWe recommended a new engineHe declined and took the vehicle from our shopI have video footage of the oil being drained from the engine on 7/13/and we retained a sample for the customer to review when they came to get the vehicleAbout a week later they are accusing us of not putting oil in their engine and wanting us to pay the dealership to replace itThe customer also stated the dealership said "They told me that the last place who worked on my vehicle which would be Tuffy did not fully replace the engine oil"The invoice from the dealership actually states "cause for this(engine noise) would be engine was run without oilAsked customer if engine ever used oil and he said no neverSome ran this vehicle with out oilHas no Leaks." Keep in mind this car came to us on 6/20/with oil dirty oil and filter that was supposed to have been changedI feel we are caught in a problem that is out of our controlThis person also states "Tuffy failed to change the oil"We originally showed them in person and proved that their previous repair shop did not change the oil and now they accuse us of not changing it alsoSeems like Tuffy is caught in a situation where things don't add up and there is no proof of wrong doing by Tuffy of Bloomington.:: Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/07/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had initially brought my vehicle to another repair shop for work on it, tuffy did identify that there was an oil change that was needed on the vehicleI had gone back to the original repair shop and got a refund because they failed to change the oilI had brought my vehicle in to tuffy within a few days of the original shop, there was not a significant amount of time that passed on the dirty oil Tuffy changed my oil and serviced the shaking issue with my vehicle, when I picked it up it still had a slight shakeI allowed them to make another assessment on the vehicle to determine the next step for repairThey informed me that I should go back to the tire shop that installed my tires to fix the issue I was unable to get the vehicle to the tire shop until several days later when the issue was finally fixed with the shakingI was then finally able to drive the vehicle to and from work as it was finally in good working condition Tuffy is trying to cite the amount of time that passed in between visits as an issueSo much time had passed because I was unable to bring the vehicle in to the tire shop due to work constraintsI left the vehicle parked in my driveway for a majority of the timeBetween the time I had the oil changed at tuffy and when I began hearing an engine noise the vehicle had only been driven several hundred miles When tuffy had looked at the vehicle for the engine noise I asked what could have caused the problemThey informed me that it was likely caused from oil changes not being done frequently on the vehicleWhat tuffy did not realize is that I had purchased the vehicle from a family member and we have all the oil change records on the vehicle This prompted us to take the vehicle to the dealership to have them make an assessmentThey had spoken with me over the phone stating they had never seen this issue from a vehicle like mine beforeThat this issue was caused from a lack of engine oil most likely from a bad oil change and that the shop did not properly refill the oil, the dealership also looked for any signs of leaks from the engine and found noneTherefore, the only way that the engine was ran low on oil was due to not being properly refilledI believe that some oil may have been put back into my engine but not the proper amount as required by the manufacturer This vehicle has never shown any issues before with the engine, I have documentation showing all oil changes were done on timeTuffy has never presented any video evidence before showing that there was oil drained from the vehicle The proof I have against tuffy is what I was told over the phone by the other dealership and what was provided to me by themIf there is more documentation that tuffy would like from the dealership where they had found tuffy at fault I would be happy to provide thatHowever, it appears that no matter what evidence is provided to tuffy they are going to deny my claims Final Business Response / [redacted] (4000, 10, 2015/08/06) */ We here at Tuffy of Bloomington pride ourselves in the high level of customer service and quality workmanship that this store has provided the Bloomington/communities for over yearsHow our customers feel about us and perceive the professionalism and value we provide is the most important aspect of our business At this point the "proof" is based solely on the assumption of the dealership that was told to the customer over the phoneI am not aware of any documentation that could be provided that would find Tuffy at faultI know we are not at fault of causing damage to a year old vehicle with over 155,milesAll mechanical machines will fail at some point In the pursuit of good customer service there are many possible solutions to this situationWe would happily discuss them with the vehicle owner It is more important to us to solve our customer's problems

Initial Business Response /* (1000, 5, 2015/07/29) */
It is unfortunate that this customer's car has an engine that needs to be replaced. We at Tuffy Tire and Auto Service perform all services and repairs to the highest standards. Unfortunately vehicles with very high mileage will have major part...

failures at any moment. We have reviewed all of the facts internally and any that may have been presented to us and find no evidence that our store is responsible for this customer's engine replacement. Accusations should not be based on assumptions.
This customer did not come to Tuffy Auto Center in Bloomington for an oil change as he stated. His original concern on his first visit to us on 6/20/15 was "steering wheel shakes 55mph and above and when hit brakes". We discovered during our 41 point inspection that the car was in need of an oil change due to the dark/dirty color of the engine oil, no oil change reminder sticker in the window, and the oil filter had the appearance of being old. We brought the customer into the shop to review and show them the findings of our inspection. He informed us that the oil was just changed a few days ago at a competitor's shop. We let him know the facts of our inspection and suggested he confirm with the other shop. He then called us back to let us know the other shop did not change the oil and approved for us to perform the service. We have no idea how long the engine was ran on old overdue engine oil. The customer returned the vehicle to us on 7/13/15 stating "engine noise, high pitched whine and some vibration in the motor". We then for the first time heard an internal engine noise. The customer authorized us to remove the oil pan for inspection. We found metallic debris in the oil that we drained from the engine(which we installed during the oil change on 6/20/15) and debris in the oil pump tube screen. We recommended a new engine. He declined and took the vehicle from our shop. I have video footage of the oil being drained from the engine on 7/13/15 and we retained a sample for the customer to review when they came to get the vehicle. About a week later they are accusing us of not putting oil in their engine and wanting us to pay the dealership to replace it. The customer also stated the dealership said "They told me that the last place who worked on my vehicle which would be Tuffy did not fully replace the engine oil". The invoice from the dealership actually states "cause for this(engine noise) would be engine was run without oil. Asked customer if engine ever used oil and he said no never. Some ran this vehicle with out oil. Has no Leaks." Keep in mind this car came to us on 6/20/15 with oil dirty oil and filter that was supposed to have been changed. I feel we are caught in a problem that is out of our control. This person also states "Tuffy failed to change the oil". We originally showed them in person and proved that their previous repair shop did not change the oil and now they accuse us of not changing it also. Seems like Tuffy is caught in a situation where things don't add up and there is no proof of wrong doing by Tuffy of Bloomington.::
Initial Consumer Rebuttal /* (3000, 8, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had initially brought my vehicle to another repair shop for work on it, tuffy did identify that there was an oil change that was needed on the vehicle. I had gone back to the original repair shop and got a refund because they failed to change the oil. I had brought my vehicle in to tuffy within a few days of the original shop, there was not a significant amount of time that passed on the dirty oil.
Tuffy changed my oil and serviced the shaking issue with my vehicle, when I picked it up it still had a slight shake. I allowed them to make another assessment on the vehicle to determine the next step for repair. They informed me that I should go back to the tire shop that installed my tires to fix the issue.
I was unable to get the vehicle to the tire shop until several days later when the issue was finally fixed with the shaking. I was then finally able to drive the vehicle to and from work as it was finally in good working condition.
Tuffy is trying to cite the amount of time that passed in between visits as an issue. So much time had passed because I was unable to bring the vehicle in to the tire shop due to work constraints. I left the vehicle parked in my driveway for a majority of the time. Between the time I had the oil changed at tuffy and when I began hearing an engine noise the vehicle had only been driven several hundred miles.
When tuffy had looked at the vehicle for the engine noise I asked what could have caused the problem. They informed me that it was likely caused from oil changes not being done frequently on the vehicle. What tuffy did not realize is that I had purchased the vehicle from a family member and we have all the oil change records on the vehicle.
This prompted us to take the vehicle to the dealership to have them make an assessment. They had spoken with me over the phone stating they had never seen this issue from a vehicle like mine before. That this issue was caused from a lack of engine oil most likely from a bad oil change and that the shop did not properly refill the oil, the dealership also looked for any signs of leaks from the engine and found none. Therefore, the only way that the engine was ran low on oil was due to not being properly refilled. I believe that some oil may have been put back into my engine but not the proper amount as required by the manufacturer.
This vehicle has never shown any issues before with the engine, I have documentation showing all oil changes were done on time. Tuffy has never presented any video evidence before showing that there was oil drained from the vehicle.
The proof I have against tuffy is what I was told over the phone by the other dealership and what was provided to me by them. If there is more documentation that tuffy would like from the dealership where they had found tuffy at fault I would be happy to provide that. However, it appears that no matter what evidence is provided to tuffy they are going to deny my claims.
Final Business Response /* (4000, 10, 2015/08/06) */
We here at Tuffy of Bloomington pride ourselves in the high level of customer service and quality workmanship that this store has provided the Bloomington/Normal communities for over 30 years. How our customers feel about us and perceive the professionalism and value we provide is the most important aspect of our business.
At this point the "proof" is based solely on the assumption of the dealership that was told to the customer over the phone. I am not aware of any documentation that could be provided that would find Tuffy at fault. I know we are not at fault of causing damage to a 12 year old vehicle with over 155,000 miles. All mechanical machines will fail at some point.
In the pursuit of good customer service there are many possible solutions to this situation. We would happily discuss them with the vehicle owner.
It is more important to us to solve our customer's problems.