Custom Stonescapes Inc.

Complaint: ***
I am rejecting this response because: they cannot guarantee their oil change is good for 5,milesSo they either put the wrong oil in or not enough*** *** said there was not enough oil to equal 5-quartsAnd the car never told me the oil was lowIt's simply said "pull over safely"And died on the side of the roadWe had to get it towed to the local dealership, *** ***The engine seized and was not movableWe need that car fixed due to the fact that they could not guarantee their oil change is good for 5,milesAnd Don Chalmers clearly stated you could not see that the tech checked the dip stick and was not visible on cameraThis is our only means of transportation and I am still paying on this carIf Don Chalmers doesn't want to fix the car due to their mistake, we will take legal action.
Regards,
*** ***[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

Dear Revdex.com,We were notified by the customer that he experienced an engine failure. We were saddened to hear of the engine failure. The customer claimed that we had not put oil in the engine thus causing the failure. We reviewed our video footage and observed the technician putting
the oil dispensing equipment to the car and then checking the oil upon completion of the pumping. The vehicle was then driven approximately miles and experienced a severe engine failure. The Ford Fusion is equipped with a low oil warning system and would notify the driver that they have a low oil conditionThe photos that *** *** *** sent to us show oil residue on the engine block and affected area. This residual oil was clean oil and tells us that there was oil in the engine at the time of failure. We would expect oil loss when a crank penetrates the block of the engine causing a hole for the oil to escapeThus, our investigation lead us to conclude that we had put oil in the vehicle and the customer experienced a failure due to some other preexisting concern with the vehicle.The vehicle had miles when it entered our shop in Rio Rancho. The vehicle had never been to our shop before the visit in Sept 15, 2017. We have notified our insurance company of the customer's concerns and are waiting for their response.Please let me know if you need any further information.Gary H***PresidentDon Chalmers Ford