Initial Business Response /* (1000, 5, 2014/04/21) */
Contact Name and Title: Mr*** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@caseyautomotive.com
*** came in to our shop for an oil change on February 13th, with 33,miles on her vehicleWhen doing her oil
change service for the first time, our technician noticed missing bolts on the exhaust shieldWe reinstalled a new bolt at no charge when we did the first and only oil changeOver a month and miles later, *** returned to our shop claiming that we should be held responsible for the physical damage to the radiatorWe brought *** (and her mother) into the shop to show her how rusted out the threads were on the shield, indicating that the bolt had been missing for quite some timeAs we explained to her, these are bolts that we do not remove to perform an oil changeI do not know how ***, who has been servicing the oil changes prior, does their oil changesAfter removing the radiator out of her vehicle and inspecting the damage to the cooling fin tubes, we were able to conclude that something was indeed rolling around the fan areaThe cooling fan had a slight chip off one of the fan blades from something hitting it while runningThis would be consistent with a bolt or some other foreign objectWe even have pictures of the damaged radiatorIf one of our tools caused this damage, like she is claiming, we would have been aware of this situation immediately because the coolant would have leaked out all overThis was not the caseAfter the warranty work done by the dealership, they were not able to conclude that the head gasket was bad because the radiator at that time was not able to hold coolant pressureDue to her situation and wanting to give *** any help on this repair that we possibly could, we good willed a used radiator replacement, labor, towing, coolant, and cylinder leak down testAfter replacing the radiator, we were able to conclude that the damage and neglect to the original radiator was the cause of the blown head gasketBy doing a good deed and replacing the radiator, by no means were we taking responsibility for her vehicle, we were only doing a nice gestureUltimately, her neglect of driving the vehicle without coolant and driving it until it overheated is why the head gasket is now blownWe feel that whoever has been servicing her vehicle prior to us is at fault for leaving the bolts loose on the exhaust shield
Initial Consumer Rebuttal /* (3000, 7, 2014/04/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
yes it was a month after that I came back but that was only because I had surgery on my arm 2-24-and could not drive so I did not know there was anything wrong with my car till I went to drive it almost a month latermy car is still under factory warranty and it was not covered only because it was physical damage done to the radiatorI have talked to other mechanics and showed them the damage to the radiator and they all advised I should of never had to pay for this repair as it is not my faultthey keep trying to say that it was ***hat caused the issue but if it was so this would of happened over miles before I had them change my oilalso I did not drive the car and let it over heat and was never shown that the groves where rusted out as a screw was missing in the heat shield as he saysthis was all news to me when he said that they replaced a screw when they did the oil change because I was never informed of this when the oil change was done to start withI have looked at the screw that is there now that he said he replaced but it is not even the same screw that was there when they tried to say they replaced itit is now a totally different one and this is one that the dealer put in because when he received the car back it was missing all of a suddenI still don't believe I should of had to pay to fix anything as this is a new car and all new parts and still under factory warranty and they replaced a radiator that was new till this damage with a used one so they should of also been the ones to fix the head gasket not me having to pay out of my pocket for itif I was the one that was at fault I would not be fighting to get what I had to pay out of pocket for thisI was lucky that what I was quoted at $and in the end it was lessthe price ended up being $since they tried to help me out some what on the cost even though the dealer ship even said this was not my faultwhen the car was first towed to them and they looked at it they questioned who has been under my car working on it cause the damage to the radiator looks like it is from a tool and right where the oil filter is atthat is the reason that I went back to Casey's about the damage to my carattached it the document for what I paid in the end for the gasketI also have pictures of the radiator and the radiator it self and I also have pictures of my arm from the surgery that I had done that shows I had no use if my left arm and I was off work for weeks because I could not do any thing and could not drive for weeksissue was noticed on 3-8-and car was towed to the dealership on 3-10-since I found out I got free towing form *** so I had it towed on Monday and heard from them on Tuesday 3-11-
Final Business Response /* (4000, 9, 2014/05/01) */
We agree with you that the physical damage to the radiator is not your fault, but we believe that it is not our fault eitherWe are a family owned and operated business and we strive to go above and beyond to satisfy our customer's needsBecause of the unfortunate situation that you are in, and to avoid arguing back and forth, we will pay for the repairPlease contact *** at XXX-XXX-XXXX to let us know if you would like us to mail the check to you or if you would like to come in and pick it up
Initial Business Response /* (1000, 5, 2014/04/21) */
Contact Name and Title: Mr*** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@caseyautomotive.com
*** came in to our shop for an oil change on February 13th, with 33,miles on her vehicleWhen doing her oil
change service for the first time, our technician noticed missing bolts on the exhaust shieldWe reinstalled a new bolt at no charge when we did the first and only oil changeOver a month and miles later, *** returned to our shop claiming that we should be held responsible for the physical damage to the radiatorWe brought *** (and her mother) into the shop to show her how rusted out the threads were on the shield, indicating that the bolt had been missing for quite some timeAs we explained to her, these are bolts that we do not remove to perform an oil changeI do not know how ***, who has been servicing the oil changes prior, does their oil changesAfter removing the radiator out of her vehicle and inspecting the damage to the cooling fin tubes, we were able to conclude that something was indeed rolling around the fan areaThe cooling fan had a slight chip off one of the fan blades from something hitting it while runningThis would be consistent with a bolt or some other foreign objectWe even have pictures of the damaged radiatorIf one of our tools caused this damage, like she is claiming, we would have been aware of this situation immediately because the coolant would have leaked out all overThis was not the caseAfter the warranty work done by the dealership, they were not able to conclude that the head gasket was bad because the radiator at that time was not able to hold coolant pressureDue to her situation and wanting to give *** any help on this repair that we possibly could, we good willed a used radiator replacement, labor, towing, coolant, and cylinder leak down testAfter replacing the radiator, we were able to conclude that the damage and neglect to the original radiator was the cause of the blown head gasketBy doing a good deed and replacing the radiator, by no means were we taking responsibility for her vehicle, we were only doing a nice gestureUltimately, her neglect of driving the vehicle without coolant and driving it until it overheated is why the head gasket is now blownWe feel that whoever has been servicing her vehicle prior to us is at fault for leaving the bolts loose on the exhaust shield
Initial Consumer Rebuttal /* (3000, 7, 2014/04/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
yes it was a month after that I came back but that was only because I had surgery on my arm 2-24-and could not drive so I did not know there was anything wrong with my car till I went to drive it almost a month latermy car is still under factory warranty and it was not covered only because it was physical damage done to the radiatorI have talked to other mechanics and showed them the damage to the radiator and they all advised I should of never had to pay for this repair as it is not my faultthey keep trying to say that it was ***hat caused the issue but if it was so this would of happened over miles before I had them change my oilalso I did not drive the car and let it over heat and was never shown that the groves where rusted out as a screw was missing in the heat shield as he saysthis was all news to me when he said that they replaced a screw when they did the oil change because I was never informed of this when the oil change was done to start withI have looked at the screw that is there now that he said he replaced but it is not even the same screw that was there when they tried to say they replaced itit is now a totally different one and this is one that the dealer put in because when he received the car back it was missing all of a suddenI still don't believe I should of had to pay to fix anything as this is a new car and all new parts and still under factory warranty and they replaced a radiator that was new till this damage with a used one so they should of also been the ones to fix the head gasket not me having to pay out of my pocket for itif I was the one that was at fault I would not be fighting to get what I had to pay out of pocket for thisI was lucky that what I was quoted at $and in the end it was lessthe price ended up being $since they tried to help me out some what on the cost even though the dealer ship even said this was not my faultwhen the car was first towed to them and they looked at it they questioned who has been under my car working on it cause the damage to the radiator looks like it is from a tool and right where the oil filter is atthat is the reason that I went back to Casey's about the damage to my carattached it the document for what I paid in the end for the gasketI also have pictures of the radiator and the radiator it self and I also have pictures of my arm from the surgery that I had done that shows I had no use if my left arm and I was off work for weeks because I could not do any thing and could not drive for weeksissue was noticed on 3-8-and car was towed to the dealership on 3-10-since I found out I got free towing form *** so I had it towed on Monday and heard from them on Tuesday 3-11-
Final Business Response /* (4000, 9, 2014/05/01) */
We agree with you that the physical damage to the radiator is not your fault, but we believe that it is not our fault eitherWe are a family owned and operated business and we strive to go above and beyond to satisfy our customer's needsBecause of the unfortunate situation that you are in, and to avoid arguing back and forth, we will pay for the repairPlease contact *** at XXX-XXX-XXXX to let us know if you would like us to mail the check to you or if you would like to come in and pick it up