Bounce Around

Initial Business Response /* (1000, 7, 2017/10/24) */
Thank you so much for contacting me in regard to the case related to Mr*** *** in the letter dated Oct 18th, I have received your letter today Oct 24th, I have thoroughly reviewed the whole incident and I would like to lay all
the facts for you
Mrs*** *** came for an oil change on June 29th, (that is almost moths ago)The Toyota Sienna which is a ten year old car had 240,miles at that dateThe technician informed Mrs*** that the oil plug is stripped and it needed some time to re-thread the oil pan and install a new oil plugThis is pretty for an ten year old car with 240,miles to have a stripped plug or oil pan and the technician has nothing to do with such a conditionMrs*** was in a rush as she was traveling out of town and wanted to do the oil change before she goes out of townThe technician told her the only way to do so is to put a temp plug and she agreed to put a temp plug
Neither Mrs*** or Mr*** came back for a follow up on the temp plug and have the oil pan re-threaded at our store (we still charge for the labor and parts since it is not our fault, this is a wear and tear due to the age of the car and the high mileage of the car)
On our store ticket we clearly explained that the customer has to come to our store in case of any problem within a reasonable time so we can take care of the problem (I attached a copy of the ticket)However, Mr*** took the car to goodyear and fixed it on his own
waiting for four month a problem and then coming back to the service provider does not really make any senseFurthermore, it is very for aging cars with high mileage to have such a striped plug or oil panThe customer should expect to have such repair at any time whenever the mileage is so high
Finally, Express Auto Care has a great reputation and well know for its quality of service
At this point, there is really nothing we can do for Mr*** since it is not really our fault and we did not cause the the oil plug or the oil pan to strip
I hope that I have explained everything for you and I hope that Mr*** can understand that his car is an aging car with high mileageWe would be more than happy to serve Mr***'s car in the future and provide the same high quality of service to his car
Best Regards,
Express Auto Care