BW Tire of Pickerington, LTD

The matter has been resolved with the customer by offering a goodwill concession credit

Dear Ms [redacted] ,We are very sorry about your experience at our storeWe would like to refund the difference in the oil change which is $and a free oil changeWe are trying do take better care of our customers from start to finishI would like to apologize again.Thank you, Herb w/ B.W.Tire ID # [redacted]

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me

Description of contact regarding [redacted] ’s Kia Optima: One day in approximately the last week of April 2016, I was contacted by [redacted] regarding a problem with his Kia Optima [redacted] stated that he had taken his car to [redacted] Kia’s service department when his engine stopped running on the highway recently[redacted] stated that [redacted] ’s service technician had found the engine locked up and stated thatthe cause was a loss of oil due to the drain plug being left looseAt that point I asked [redacted] ifor when he had noticed oil leaking from under his carHe stated that he never saw any oilleaking from under the car after BW Tire changed the oil or prior to the engine locking up[redacted] stated that he never saw any oil stains under his car where he parks nor had anyindication that his car was leaking oilI then asked him if he had any warning lights in the gaugecluster come on, particularly the “Check Engine” light or an “Oil Pressure” warning light, to whichhe stated he had no warning lights come on prior to the mechanical breakdown [redacted] didstate that multiple warning lights came on at the time of the mechanical breakdownHe alsostated that the car drove and seemed completely with no issues prior to the breakdown.At this point I suspected inconsistencies in [redacted] ’s diagnosis of the problem which I made [redacted] aware of immediatelyBW Tire had changed the oil on February at 14165milesThe car currently has miles as of April per [redacted] service departmentThismeans the customer drove for days and miles with no sign of oil leaking from the motorand no warning indicator from the vehicles on board computer alerting the driver to a low oilconditionHad there been a slow loss of oil as [redacted] ’s technician indicated, there would havebeen a warning lamp alerting the driver to stop the motor, which per [redacted] , there was notWhen [redacted] first contacted me in late April, I contacted [redacted] at [redacted] Kia servicedepartmentShe stated that Kia was declining a warranty claim due to no oil being in the carand the cause being the loose drain plug allowing all of the oil to leak outI asked exactly whatsteps the technician took in diagnosing the problem [redacted] stated that the technician openedthe hood and checked the dipstick and saw there was no oil registering on the dipstickThetechnician stated the drain plug was left loose and the oil leaked outHe then advised thereason for the engine locking up was loss of oilI asked if they attempted to drain the remainingoil and she was not sure and that she would check with the technician and get back to meIcalled [redacted] again the next day to see if she was able to talk to her technician and she statedthat she had notI asked her to please call me back with the details because I would like achance to look at the car if necessary [redacted] never did call me backI also contacted [redacted] to let him know I had spoke with [redacted] and I was waiting on her to get back to me with moredetails [redacted] seemed to be receptive to idea that the problem lied with [redacted] ’s diagnosisand that he may want to contact Kia directlyThis was the last I had spoke with either [redacted] or [redacted] regarding the matter until last week.When [redacted] called BW Tire in the second week of June, he was looking to speak with theownerIt was obvious he didn't want me to know it was him as he only would give me the name“ [redacted] ” and a phone number where he could be reachedI did a search of our customersbased on the phone number and realized it was [redacted] from months prior [redacted] called the next day and I asked him if he was the same [redacted] that had the warranty declinedfrom Kia and he confirmed it was indeed himI asked what was going on with his warranty claimand he stated that Kia was declining the claim “because he had his oil changed outside of theKia dealer”I informed [redacted] that a manufacturer can not decline warranty repairs based on the customer having his regular maintenance performed somewhere other than the dealerIsuggested that he look into the Magnuson-Moss Warranty Act (1975) that prohibits new cardealers from denying warranty service solely because routine scheduled maintenance wasperformed at an independent repair facility [redacted] thanked me for the information and statedhe would refer back to [redacted] service.This morning, June 2016, I received an email from [redacted] via our website stating thathe was dissatisfied with the service he received from BW Tire and that he had contactedmultiple sources to try and get his matter resolvedThis was the first time I realized he washolding BW Tire responsible for his repairI immediately contacted [redacted] at [redacted] ’s servicedepartment to try to get the detailed information that she was supposed to get back in April[redacted] stated that the diagnosis went as follows:The technician checked the dipstick for oil with no sign of oil on the dipstickThe technician then checked under the car and stated that the drain plug was loose andleaking oilThe technician then determined that the cause of the engine failure was a lack of oil.I asked [redacted] if the technician attempted to drain any remaining oil from the car which shestated the technician did notI asked, how they could accurately confirm there was no oil left inthe oil pan without removing the oil drain plug? In which she stated that there was no oil on thedipstickI stated that oil may still be in the oil pan and merely low enough that it doesn’t touchthe dipstick [redacted] only replied again that there was no oil on the dipstickI also asked if theunderside of the car was covered in oil? [redacted] did not know if there was oil on the underbodyof the car.The inconsistencies and the lack of sufficient evidence from [redacted] Kia’s diagnosis along withthe customers statement that there were no signs of oil leaking prior to the breakdown, nowarning messages or warning lights in the gauge cluster indicating an oil pressure problemsuggest that a gradual oil loss from a loose drain plug may not be the cause of the enginelocking up, especially when the technician neglected to check for any remaining oil in the oilpanThere is certainly not enough evidence to suggest that BW Tire was negligent in leaving adrain plug loose when the first sign of a problem was days and miles after the oilchange service was completedThat being said BW Tire would like to continue to help Mr[redacted] resolve his problem with the manufacturer by providing any technical assistance hemay require.Michael R***Store ManagerBW Tire and ServiceMain 614.871.1800Fax

To whom it may concern, We have recieved Ms***'s concern and would like to state the measures we have taken to accommodate herShe is correct when she said the technician damaged the radiatorWe immediately rectified the situation by accepting responsibility, replacing
the radiator and discounting the bill so there was no extra cost to herAs far as the hose that split after Ms*** picked up her car, our technician was not negligent in this matterWe did remove and reconnect the hose to replace the radiator but it was secure and installed properly as the car was not leaking coolant when she picked it upWe under stand that sometimes the simple act of disturbing something that has been in place for an extended period of time can sometimes have adverse effects, so we decided to replace the hose at no cost to the customerWe worked expeditiously so that the job was completed the same day that we received itWe had also washed and waxed the car at our local car wash so that it was in the same condition as we received it originallyWe feel that we have gone above and beyond what would be considered a reasonable reimbursement, especially considering we were not negligent in this caseI would also note that these terms were reached with Ms*** prior to any remedy being completedThat being said we strive for our customers satisfaction so we would like to offer to split Ms***'s expenses with herWe will offer a good faith reimbursement of $assuming this would satisfy Ms***Please feel free to contact me by email or by phone with any further questions concernsThank you

Consumer called Revdex.com and stated that Tim made him an offer of $400, which he accepted it and considers the matter resolved

On June th , I scheduled major maintenance for my Toyota 4-RunnerWhen I picked up the
vehicle that evening, I was informed that while replacing the timing belt, the technician poked a hole in
my radiatorThey replaced the radiator as they should but I needed to keep an eye on my coolant level
to make sure it didn’t have any air pocketsThe cost of the radiator was deducted from the labor cost
Other than driving the SUV home that day, it wasn’t used until the next eveningI was driving mph
on I-and noticed blue smoke behind meI immediately pulled over at the next exit and determined it
was probably the coolant leaking as my A/C was goneThe temperature gauge never movedI had no
other visible signs of trouble from gauges or trouble lights
Other than the SUV losing A/C, I felt it was safe to proceed back to where I had picked up a friendAs I
was exiting I-70, the Car started lunging as it was trying to downshiftOnce I got to my friends house, I

On 4-17-I had my Ford F-truck towed to BW Tire Good Year Old Stringtown Grove City by *** *** *** Truck sounded like it wanted to start but wouldn’t BW Tire called me and said both fuel pumps are not working “What are the odds of both going out at the same time?” Anyway, at $per tank I told them just to replace the front tank fuel pump Truck still didn’t start so they said it has to be the Engine Control Module, so we said for BW tire to go ahead and put it on They did and still not running By now I am $into this and now they want to put fuel injectors on it I said no, and had truck towed to another shop that my brother goes to and they did diagnostics test, and put new plugs and set timing on truck and it runs great, and, the rear fuel pump is working even thought BW tire said it’s bad
On Monday, May 9th I went to BW tire and asked them for some kind of refund I said I will pay for the parts at their cost and, labor at their cost,

Went there for an oil changeThis appointment had been rescheduledI also had told the person over the phone I was getting the synthetic blend since I had a coupon that I had gotten in the mail from themI showed up for appointment today at noon (September 26) The person at counter was on phoneAfter a minute, He said he was on hold so I told him I wanted the synthetic blend oil change, and pointed to the blend and said I wanted thatHe said ok Then he said, there are new oil filters for an additional six dollars more and I declinedI told him I still wanted the same oil changeHe said ok and I gave him my keys and he started talking on the phone again and I said I would be waiting and he didn't acknowledge me but kept talking on the phone After about minutes they took my car backA few minutes later, someone came in and said that my air filter was dirty and did I want it replacedI asked how much, and he said dollarsI said no I see my car pull up but no one s

I took my vehicle to BW Tire for an air conditioner repair on May 12, on that day I paid Goodyear $to look at AC they said it was my tensioner kit and serpentine belt and that the air compressor was unplugged I returned on May 15,where the charged me $to repair my compressor I remember on that day I left thinking yeah I have air only to have to return minutes later with no air that has happened more times than I can count I”m pretty sure I have had compressors in my car since May On June 13, I returned again for air conditioning problems they told me it was me Ambient sensor and charged me $ I left the business again only to return in minutes without my air working They did refund me the $44.84, but now I’m getting a loud noise coming from another compressor They told me another compressor failed and they would warranty another out and said it was my Ambeint sensor and charged me $ By this time we had enough of taking the ca

I had my standard oil change completed by BW Tire & ServiceThey failed to properly complete the oil change and left the oil plug unscrewedThe engine seized up and the car is now inoperableI had the car towed back to *** where I bought the car and they said that because they failed to do a proper oil change it voids the warranty and BW Tire & Service has to pay to fix it

Description of contact regarding [redacted]’s 2015 Kia Optima: One day in approximately the last week of April 2016, I was contacted by [redacted]regarding a problem with his 2015 Kia Optima. [redacted] stated that he had taken his car to[redacted] Kia’s service department when his engine stopped...

running on the highway recently.[redacted] stated that [redacted]’s service technician had found the engine locked up and stated thatthe cause was a loss of oil due to the drain plug being left loose. At that point I asked [redacted] ifor when he had noticed oil leaking from under his car. He stated that he never saw any oilleaking from under the car after BW Tire changed the oil or prior to the engine locking up.[redacted] stated that he never saw any oil stains under his car where he parks nor had anyindication that his car was leaking oil. I then asked him if he had any warning lights in the gaugecluster come on, particularly the “Check Engine” light or an “Oil Pressure” warning light, to whichhe stated he had no warning lights come on prior to the mechanical breakdown. [redacted] didstate that multiple warning lights came on at the time of the mechanical breakdown. He alsostated that the car drove and seemed completely normal with no issues prior to the breakdown.At this point I suspected inconsistencies in [redacted]’s diagnosis of the problem which I made[redacted] aware of immediately. BW Tire had changed the oil on 4 February 2016 at 14165miles. The car currently has 16001 miles as of 22 April 2016 per [redacted] service department. Thismeans the customer drove for 78 days and 1836 miles with no sign of oil leaking from the motorand no warning indicator from the vehicles on board computer alerting the driver to a low oilcondition. Had there been a slow loss of oil as [redacted]’s technician indicated, there would havebeen a warning lamp alerting the driver to stop the motor, which per [redacted], there was not. When [redacted] first contacted me in late April, I contacted [redacted] at [redacted] Kia servicedepartment. She stated that Kia was declining a warranty claim due to no oil being in the carand the cause being the loose drain plug allowing all of the oil to leak out. I asked exactly whatsteps the technician took in diagnosing the problem. [redacted] stated that the technician openedthe hood and checked the dipstick and saw there was no oil registering on the dipstick. Thetechnician stated the drain plug was left loose and the oil leaked out. He then advised thereason for the engine locking up was loss of oil. I asked if they attempted to drain the remainingoil and she was not sure and that she would check with the technician and get back to me. Icalled [redacted] again the next day to see if she was able to talk to her technician and she statedthat she had not. I asked her to please call me back with the details because I would like achance to look at the car if necessary. [redacted] never did call me back. I also contacted [redacted]to let him know I had spoke with [redacted] and I was waiting on her to get back to me with moredetails. [redacted] seemed to be receptive to idea that the problem lied with [redacted]’s diagnosisand that he may want to contact Kia directly. This was the last I had spoke with either [redacted]or [redacted] regarding the matter until last week.When [redacted] called BW Tire in the second week of June, he was looking to speak with theowner. It was obvious he didn't want me to know it was him as he only would give me the name“[redacted]” and a phone number where he could be reached. I did a search of our customersbased on the phone number and realized it was [redacted] from months prior. [redacted]called the next day and I asked him if he was the same [redacted] that had the warranty declinedfrom Kia and he confirmed it was indeed him. I asked what was going on with his warranty claimand he stated that Kia was declining the claim “because he had his oil changed outside of theKia dealer”. I informed [redacted] that a manufacturer can not decline warranty repairs based on the customer having his regular maintenance performed somewhere other than the dealer. Isuggested that he look into the Magnuson-Moss Warranty Act (1975) that prohibits new cardealers from denying warranty service solely because routine scheduled maintenance wasperformed at an independent repair facility. [redacted] thanked me for the information and statedhe would refer back to [redacted] service.This morning, 16 June 2016, I received an email from [redacted] via our website stating thathe was dissatisfied with the service he received from BW Tire and that he had contactedmultiple sources to try and get his matter resolved. This was the first time I realized he washolding BW Tire responsible for his repair. I immediately contacted [redacted] at [redacted]’s servicedepartment to try to get the detailed information that she was supposed to get back in April.[redacted] stated that the diagnosis went as follows:1. The technician checked the dipstick for oil with no sign of oil on the dipstick.2. The technician then checked under the car and stated that the drain plug was loose andleaking oil.3. The technician then determined that the cause of the engine failure was a lack of oil.I asked [redacted] if the technician attempted to drain any remaining oil from the car which shestated the technician did not. I asked, how they could accurately confirm there was no oil left inthe oil pan without removing the oil drain plug? In which she stated that there was no oil on thedipstick. I stated that oil may still be in the oil pan and merely low enough that it doesn’t touchthe dipstick. [redacted] only replied again that there was no oil on the dipstick. I also asked if theunderside of the car was covered in oil? [redacted] did not know if there was oil on the underbodyof the car.The inconsistencies and the lack of sufficient evidence from [redacted] Kia’s diagnosis along withthe customers statement that there were no signs of oil leaking prior to the breakdown, nowarning messages or warning lights in the gauge cluster indicating an oil pressure problemsuggest that a gradual oil loss from a loose drain plug may not be the cause of the enginelocking up, especially when the technician neglected to check for any remaining oil in the oilpan. There is certainly not enough evidence to suggest that BW Tire was negligent in leaving adrain plug loose when the first sign of a problem was 78 days and 1836 miles after the oilchange service was completed. That being said BW Tire would like to continue to help Mr.[redacted] resolve his problem with the manufacturer by providing any technical assistance hemay require.Michael R[redacted]Store ManagerBW Tire and ServiceMain 614.871.1800Fax 614.871.5646

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.

Good year has made no attempt to go look at this car and have technicians decide if the cause of the engine failure was in fact there fault. If the drain plug was in fact not put back in properly BW Tire and Service should take responsibility. If they do not want to go look at the car themselves it is only because they want to deny fault.

Dear  Ms. [redacted],We are very sorry about your experience at our store. We would like to refund the difference in the oil change which is $30.47 and a free oil change. We are trying do take better care of our customers from start to finish. I would like to apologize again.Thank you, Herb w/...

B.W.Tire ID # [redacted]

The matter has been resolved with the customer by offering a goodwill concession credit.

In response to said complaint, I Jeff P[redacted] talked to Mr and Mrs [redacted] on Saturday 10/21/17 and resolved all issues and I personally let them know that we are here at all times for them. To my understanding I believe all issues have been taken care of

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. Thank you for your prompt reply. And your offer for a free oil change is not necessary. I know you have a business to run, so only the difference is needed (the 30 and change). I will try your business again and encourage others to do the same since you made this issue right.Regards,  [redacted]