Crescent Heights Auto Service, Inc.

Review: We had our 1997 F250 7.3 diesel truck serviced at Crescent Heights Auto Service. In scheduling the service-we specifcally asked if they "carry in stock" Shell Rotella Oil. We were told YES. This means the oil is bought in bulk (usually 55 gallon drums) and kept on hand all the time so as to not pay retail prices for the oil.

We found on our bill the cost of a gallon of oil to be $ 19.99. This is the same as retail and not the bulk prices - see attached documents. We compared the prices on the invoice to those from local retail that Crescent Heights told us they use and this information clearly shows they charged non-bulk price for bulk oil kept in stock.

Then, upon checking dipstcik of vehicle found that Shell Rotella oil was not placed in vehicle. Shell Rotella Oil has both a distinct color and feel when first placed in an engine. The oil in the engine is not Shell Rotella.

It is possible the oil was not actually changed at all. We do extensive oil testing and sampling with a local laboratory and are requesting a sample from the current oil be removed and be tested.Desired Settlement: We are asking for a refund in the amount of $ 120.00.

$ 28.00 actual overcharge

$ 22.00 penalty for customer inconvenience

$ 70.00 for not using correct oil.

Business

Response:

In response to your letter enclosing the complaint of [redacted]),we must respond as follows:First, Mr. [redacted] asked when he called if we carried Shell Rotella Oil and he was told thatwe did. At no time did he ask nor was he told we had it in bulk. The only bulk oil wehave is our "in-house" brand, which is Havoline. Shell Rotella is used mainly for dieselvehicles and only upon request of the customer. His statement as to the meaning of instock is certainly incorrect for our garage as well as others in the area and is somethinghe should not just assume.Secondly, Shell Rotella Oil was used in his truck and the employee who changed his oilwill certainly stipulate to this. And we certainly take offense to his assertion that we maynot have even changed the oil. We actually have the trashed jugs of Shell Rotella usedin his truck as well as the oil filter.Thirdly, once oil has been added to a diesel motor and started, you cannot tell what kindof oil is used by the smell or texture as it immediately turns black after started and run. Iam curious about Mr. [redacted]'s statement that "we do extensive oil testing andsampling....." and that he is requesting that the current oil be removed and tested. Wewelcome this test, assuming that it is performed on what we put in ... Shell Rotella, andrequest that we receive not only a copy of the findings when completed for any actionwe may deem necessary but also the name of the person/company taking the sampleand performing the test.Mr. [redacted] caused a bad scene in our waiting area and in an effort to try and pacify him asmuch as we could; he was given a discount of $30.He was very rude to our service writer and we feel an apology is in order not only to herbut the mechanic who performed the work on his truck as well as our business which heis defaming.When he left the premises he indicated he would never return and he was advised notto. I would like to add that I have no intention of settling this matter as he set forth inhis "desired settlement" in that all work was performed properly and in an professionalmanner.Very truly yours,CRESCENT HEIGHTS AUTO SERVICE, INC.J. [redacted]M WOODS, PRESIDENT

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Testing was done on a sample drawn from the engine and compared to a sample of oil Shell Rotella.The two samples do not match.The oil in the engine does not appear to be Shell Rotella.We will continue to hold claim liens on the two properties and will add a claim lien of the personal property in the name of Mr. *. [redacted]. First results of research show that to be [redacted].We are not inclined to share our testing results or methods. However, the testing we do is done by the largest, and only recognized lab in the state, for testing of oils in diesel engines.

Regards,

Review: Had van I use for business towed to Crescent Heights Auto repair on August 28th for no start condition. [redacted] at the counter said it should be fixed by that afternoon. Did not hear anything back from [redacted] for two days. [redacted] states distributor pick-up is bad and it is $192 to fix. I explained to [redacted] the whole distributor could be replaced for cheaper. I got a distributor and took it to them and they installed the distributor and stated labor was $88, but the fuel pump would not stop running. Instead of cutting van off to diagnose they burned the fuel pump up in the van. I asked [redacted] what it exactly need. He stated the entire Fuel pump and assembly (Sender, Strainer, and float) would all have to be replaced as there would be no warranty on the work. I then asked [redacted] if the van would be fixed and would the new fuel pump run constantly too. [redacted] stated he would have [redacted] his electrical guy call me on Thursday Sept 5th to discuss issue. Never heard a word back stopped in on Wednesday the 11th and spoke with [redacted] as to why I had not heard anything in a week. He called [redacted] over in shop and he let [redacted] know the van need a fuel pump assembly. I was extremely frustrated after 2 weeks going by with no communication and resolution to my question so I told [redacted] I would send [redacted] towing service to the shop today, the 13th, to pick-up and deliver van to my house as I have a degree in Automotive technology, but decided to have someone else work on the van as my new business is consuming all of my time. [redacted] said fine, I left. Yesterday I get a call from [redacted] stating the shop can fix my van with a fuel pump assembly and the labor on the distributor for $318. I said do it, but I am coming to get the van tomorrow. [redacted] calls back at lunchtime today saying the van was repaired and ready to go and the total was $540 and change. I got extremely upset at the huge difference in prices especially after what I was quoted and the awful service I had received. I headed down this afternoon to pick the van up and try to discuss the price issue and [redacted] had said they had to put a fuel sending unit in the van and it was over $200 and this was the reason for the big price increase. At this point I was going to file a complaint with the Revdex.com anyway and even called the Roanoke office to talk with someone about it. I decided to go get the van, when I arrived and looked inside the van the old parts were there but none of the covers or dash covers had been installed correctly or bolted down. I went to the office and told [redacted] I would get the van Monday and they better get things back to the way they were immediately. He is lying about the Fuel Sending unit as it is part of the new assembly [redacted] said I need anyway to have a warranty on their parts and labor originally, furthermore [redacted] said when I recapped with him yesterday that it didn't need fuel pump it needed the entire fuel pump and assembly which includes the sending unit. I have decided to turn this over to the Revdex.com as now I do not feel comfortable taking possession of the vehicle as I do not trust their service and fear I am going to have another problem, with the van, as soon as I drive it off the lot. After what happened this afternoon I do not want to pay them dime as they have cost me my time, another vehicle to drive while they have had mine, and the back and forth bait and switch tactics they have used. The first thing I am doing when we resolve this through the Revdex.com, I am going to take the van into the dealership to have Crescent Heights worked checked before I get out on a trip and breakdown.Desired Settlement: Expect van to be fixed at no cost due to lack of communication, service levels, and back and forth pricing issues without communicating with me first. I also do not want to pay anything because I am going to have a reputable shop look at and that will be another cost I will have to handle.

Business

Response:

Please be advised that the above matter has been discussed with Mr. [redacted] and an agreement has be reached between the parties.Mr. [redacted] is to call you this date that the matter has been resolved.Very truly yours,J. William Woods

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]