Buggy Shower Car Wash

Thank you for notifying as of this complaintWe strive to provide everyone with the best possible service, and when someone feels that we have failed to meet their expectations, it's important for us to knowOn September 1, Miss [redacted] came in for an oil changeUnfortunately there was a misplaced oil filter which was installed on her vehicle, but it wasn't the right application, That caused her engine to lose oil which eventually caused her engine to fail because she continued to operate the vehicle On that day, Miss [redacted] returned stating that her car kept turning off Had Miss [redacted] not ignored her warning lights and the fact that her car kept turning off, we would have been able to save her engine.Since we were at fault for accidentally installing the wrong filter application, we asked for help from a shop which goes by the name of GM Auto RepairThey are located on NGateway DrTheir mechanic advised us that it would be a better idea to find a used engine, rather than trying to fix the engine in Miss [redacted] 's vehicleThat night we dropped off Miss [redacted] 's Pontiac so that they could order the engine and immediately start working on itMiss [redacted] and I made arrangements to get her a rental car so that she could get to work while her Pontiac was being repairedOn September 12, GM Auto Repair notified me that the car would take more day to finish up the last of the repairsI reached out to Miss [redacted] and advised her that her car was almost readyIt was then when she stated that she would be leaving out of town for workY asked her if it would be possible for me to drop off her vehicle once it was ready, and she agreedThis trip would serve as a test drive since my destination was a little over milesOn September 13, GM Auto Repair notified us that Miss [redacted] 's Pontiac was ready for pick upI picked up the car, test drove it and everything seemed fineThat same day I called Miss [redacted] again to confirm that I would be dropping off her car the next dayShe advised me that it would be best drop it off in the morning before she headed to work so we both agreed to a time of 8:a.mOn September 14, I drove a little over hours to Novato, CA without a single problemMiss [redacted] test drove the car and agreed that it was operating normalGM Auto Repair states that there is another issue with her Pontiac which is not related to the repairs they performedWe advise Miss [redacted] to return to GM Auto Repair since the repairs they performed are still under warrantyMiss [redacted] previously contacted me and informed me that her mechanic was working on her vehicleSincerely, [redacted] (Manager)

Thank you for notifying as of this complaint. We strive to provide everyone with the best possible service, and when someone feels that we have failed to meet their expectations, it's important for us to know. On September 1, 2016 Miss [redacted] came in for an oil change. Unfortunately there was...

a misplaced oil filter which was installed on her vehicle, but it wasn't the right application, That caused her engine to lose oil which eventually caused her engine to fail because she continued to operate the vehicle . On that day, Miss [redacted] returned stating that her car kept turning off Had Miss [redacted] not ignored her warning lights and the fact that her car kept turning off, we would have been able to save her engine.Since we were at fault for accidentally installing the wrong filter application, we asked for help from a shop which goes by the name of GM Auto Repair. They are located on 200 N. Gateway Dr. Their mechanic advised us that it would be a better idea to find a used engine, rather than trying to fix the engine in Miss [redacted]'s vehicle. That night we dropped off Miss [redacted]'s Pontiac so that they could order the engine and immediately start working on it. Miss [redacted] and I made arrangements to get her a rental car so that she could get to work while her Pontiac was being repaired. On September 12, 2016 GM Auto Repair notified me that the car would take 1 more day to finish up the last of the repairs. I reached out to Miss [redacted] and advised her that her car was almost ready. It was then when she stated that she would be leaving out of town for work. Y asked her if it would be possible for me to drop off her vehicle once it was ready, and she agreed. This trip would serve as a test drive since my destination was a little over 190 miles. On September 13, 2016 GM Auto Repair notified us that Miss [redacted]'s Pontiac was ready for pick up. I picked up the car, test drove it and everything seemed fine. That same day I called Miss [redacted] again to confirm that I would be dropping off her car the next day. She advised me that it would be best drop it off in the morning before she headed to work so we both agreed to a time of 8:30 a.m. On September 14, I drove a little over 3 hours to Novato, CA without a single problem. Miss [redacted] test drove the car and agreed that it was operating normal. GM Auto Repair states that there is another issue with her Pontiac which is not related to the repairs they performed. We advise Miss [redacted] to return to GM Auto Repair since the repairs they performed are still under warranty. Miss [redacted] previously contacted me and informed me that her mechanic was working on her vehicle. Sincerely,[redacted] (Manager)

Initial Business Response /* (1000, 5, 2016/06/22) */
Contact Name and Title: [redacted]
Contact Phone: XXXX-XXX-XXXX
Contact Email: [redacted]@comcast.net
[redacted] (Manager)
Oilstop Drive Thru Oil Change
[redacted] N [redacted] Dr
[redacted] CA XXXXX
June 20, 2016
[redacted]...

[redacted]
Resolution Specialist
Revdex.com
4201 W Shaw Ave, Ste. 107
Fresno, CA 93722
Dear [redacted]
I have received the letter in regards to case # XXXXXXXX. Please help in resolving this situation as soon as possible.
On June 8, 2016, we performed an oil change on a 2012 Hyundai Sonata Hybrid with 123,577 miles. Prior to changing the engine oil, the guest agreed to have an Oil System Cleaner installed into her engine. In order for this additive to do its job correctly, it is recommended that the engine run for at least 3-5 minutes. Since the guests' vehicle is Hybrid, we asked that she hold the gas pedal to prevent the engine from turning off. After this short period of time, we asked her to turn the vehicle off and proceeded to drain the engine oil.
Once the oil was drained, we inspected the engine oil pan drain plug and replaced its crushable metal gasket. After re-installing the drain plug, we added 4.7 quarts of Chevron Supreme motor oil in the engine. We also replaced the oil filter on her vehicle as we do with all vehicles that we perform oil changes on. Once the oil filter and drain plug were installed and confirmed on and tight with Lube Technician, we tried to perform an oil pressure check. At this point the guests' vehicle would not start and we realized that none of the interior lights were coming on indicating that the car was receiving no power. We asked our guest, if we may jump start her vehicle to see if that was the cause of the engine not starting, she did agree. After properly connecting a battery pack to her battery (According to the Hybrid system manual) we were able to start her engine and perform a pressure check. Once again, we asked the guest to turn her vehicle off so that we could confirm that the engine was full of oil before she could drive away.
After confirming with the guest that her engine was full of oil we proceeded to check to rest of her fluids and filters, which she declined to have replaced. Once we were done with the service, she once again was unable to start the engine. She mentioned to one of our staff members ([redacted] that she had been experiencing problems starting her car recently. When she first opened the trunk the first time, I observed a set of jumper cables and the battery cover off which coincided with her statement. Once again, we had to jump her vehicle in order for it to start. At this point she noticed a System Warning light that was coming on and brought it to our attention. I asked her to pull forward out onto the apron and that I would further check on the warning light.
Once out on the apron she mentioned to me that there was a grinding noise coming from her vehicle. I advised her that I hadn't heard anything and that if I could sit in the driver's seat to listen for this noise. Once seated in the driver's seat, I put the car in reverse and heard the grinding noise that was coming from her vehicle. It sounded like it was coming from the brakes but I wasn't completely sure so I stated to the guest that I would call the dealership and explain to them what we did to see if they had experienced anything like it there. The technician at the dealership was unable to tell me anything over the phone and only suggested that they preferred that the vehicle be inspected by a certified Hyundai dealership. I advised her of the suggestion and she asked how she would get it there. I advised her that her car was unsafe to drive and that she should get it towed to the dealer ship, to which she agreed.

Before calling the tow truck, the guest requested that I jump her vehicle using another vehicle to see if that would help. After using her own jumper cables that she had and again starting the vehicle, the System Warning light was still flashing. At this point I advised her that there was nothing else that we could do but wait for the dealership to inspect it and come up with a conclusion. If the dealership concluded that there was a malpractice on our behalf, they would document that and give her something in writing. I hadn't heard anything on this until receiving a letter from Revdex.com which was handed to me by [redacted]. After receiving this letter, I called the dealership and spoke to a technician who stated to me that her Hydraulic Power Unit Assembly had failed. I explained to him what we did, which is stated in this letter, and asked if that was the cause of the problem. He mentioned that they weren't sure of the exact cause of this failed part.
In my 7 years working at Oilstop Drive Thru Oil Change, I have worked on many Hybrid vehicles. I don't believe there was any malpractice on our part. If there was a malpractice on our behalf, I believe Hyundai would have documented something in regards to that. As of now, I have not received any documentation supporting the guest's claim.

Please call me at XXX-XXX-XXXX with confirmation that you have received this letter.
Sincerely,
[redacted]