Ephrata Oil Change Express, LLC

Subject: Revdex.com COMPLAINT ID: *** (***) RESPONSEI HAVE READ THE CUSTOMERS COMPLAINT AND WOULD LIKE TO SHARE MY SIDE OF THIS STORYMR*** CAME IN FOR SERVICE ON 04/07/AND HAD US PERFORM AN OIL CHANGEWE RECOMMENDED A COOLANT SERVICE AMONG OTHER THINGS AND MR*** DECLINEDHIS
VEHICLE WAS IN DISREPAIR, WE HAD TROUBLE STARTING HIS VEHICLE DURING SERVICE AND IT HAD A ROUGH IDLING CONDITION AMONG OTHER THINGSMR*** THEN CAME TO MY SHOP ON MONDAY MORNING 04/10/2017, TOLD ME THAT WE HAD LEFT HIS RADIATOR CAP OFF AND DEMANDED THAT I REPLACE HIS ENGINE AND PROVIDE HIM WITH A RENTAL CARI TOLD HIM THAT I WOULD TAKE A LOOK AT HIS VEHICLE AND DETERMINE WHAT THE PROBLEM WASI ALWAYS GIVE OUR CUSTOMERS THE BENEFIT OF THE DOUBT, SO I BROUGHT HIS VEHICLE TO MY SHOP AND BEGAN DIAGNOSING THE OVERHEATING PROBLEMWHEN I FIRST GOT TO HIS VEHICLE, THE RADIATOR CAP WAS ON TIGHT AND ALL THE THINGS WE DONE TO HIS VEHICLE WERE TIGHT AND RIGHTWHILE TALKING BACK AND FORTH WITH MR*** I BEGAN NOTICING THAT MANY OF THE THINGS HE WAS TELLING ME DIDN'T QUITE ADD UPFOR INSTANCE, HE ORIGINALLY TOLD ME HE HAD TAKEN HIS VEHICLE TO A SHOP WHEN HE NOTICED IT OVER-HEATING AFTER OUR OIL CHANGE, HE DID NOT PRODUCE A RECEIPT FOR THAT TO PROVE THAT WE HAD LEFT THE RADIATOR CAP OFFALSO, HE REPEATEDLY TOLD ME THAT HE HAD TAKEN VERY GOOD CARE OF HIS VEHICLE, YET ONLY PRODUCED ONE OIL CHANGE RECEIPT PLUS FROM MY SHOP IN THE LAST 40,000+ PLUS MILES AND DID NOT SERVICE THE COOLANT AS WAS RECOMMENDED EVERY SINGLE OIL CHANGEHE ALSO WAS UNTRUTHFUL ABOUT WHEN HIS VEHICLE WAS TOWED AND WHY HE DID NOT CONTACT ME RIGHT AWAYOUR WARRANTY PROCESS IS SIMPLE AND WRITTEN RIGHT NEXT TO WHERE MR*** SIGNED HIS NAME ON OUR INVOICE, IT SAYS TO CONTACT US RIGHT AWAY IF YOU HAVE A PROBLEM RELATED TO OUR SERVICE, WHICH HE DID NOT, HE WAITED SEVERAL DAYSALSO, I SPOKE TO SEVERAL MECHANIC SHOPS IN THE AREA AND THEY POINTED OUT THAT IF WE DID LEAVE THE RADIATOR CAP LOOSE AND THE VEHICLE GOT SO HOT THAT IT BLEW A HEAD GASKET, THERE WOULD HAVE BEEN A LOT OF SMOKE COMING FROM THE HOOD AREA, MAKING IT DIFFICULT TO DRIVE THROUGH THE SMOKE, AND THE CHECK ENGINE LIGHT WOULD HAVE BEEN ON AND PROBABLY FLASHING, AND IT WOULD BE VERY HARD TO NOT SEE THE CHECK ENGINE LIGHT AS IT IS RIGHT ABOVE THE ODOMETERTHE NUMBER ONE CAUSE OF HEAD GASKET FAILURE IS DUE TO IMPROPER MAINTENANCE OR LACK OF MAINTENANCEFOR ALL I KNOW, THE HEAD GASKET WAS BLOWN WHEN HE CAME IN FOR AN OIL CHANGE AS WE DO NOT TEST DRIVE OR LOOK FOR THOSE TYPE OF THINGS, WE ARE A QUICK LUBE CENTER AND LOOK ONLY FOR PREVENTATIVE MAINTENANCE ITEMS DURING OUR SERVICETHE MOST PROBABLE REASON FOR HEAD GASKET FAILURE IS LACK OF MAINTENANCE AND THE HEAD GASKET PROBABLY WENT BAD OVER YEARS OF DISREPAIRI INFORMED MR*** THAT I WAS DENYING HIS CLAIM FOR THESE REASONS AND THAT HE COULD COME PICK UP HIS VEHICLE, HE CAME TO THE SHOP AND STARTED BECOMING BELLIGERENT AND CALLING MY EMPLOYEES NAMES AND THREATENING THEM, I GOT HIM ON THE PHONE AND TOLD HIM TO LEAVE THE PREMISESFINALLY, WE HAVE A COMPREHENSIVE QUALITY CONTROL SYSTEM IN PLACE TO ENSURE THINGS LIKE CAPS BEING LEFT LOOSE DO NOT HAPPENBUT, MISTAKES DO HAPPEN, I REALIZE THAT, AND THAT IS THE REASON I TOOK HIS VEHICLE IN AND SPENT HOURS TRYING TO HELP HIMWE REPLACED THE THERMOSTAT IN GOOD FAITH AND PERFORMED MULTIPLE COOLANT SERVICESI DO NOT BELIEVE THAT WE ARE AT FAULT AS I TOLD MR***.THANKS,ADAM M***