Euro Travel & Imports

Initial Business Response / [redacted] (1000, 5, 2017/05/15) */ In the case of [redacted] ***, Complaint report #XXXXXX I could address all the inaccuracies on Miss ***'s story, but I fear we would run out of time and space I will instead focus on the exact complaint at hand, which is the oil consumption and her desire to have the valve seals replaced Miss [redacted] purchased said Jeep Commander on 2/10/with a mileage of 123,on the odometerOn this date Miss [redacted] agreed to buy said Commander with no warranties expressed or implied by [redacted] Auto Group (documentation can be supplied)On this date Miss [redacted] also declined the purchase of any extended warranties, and signed that she understood that ANY repairs done after this purchase would be solely her responsibility (documentation can be supplied) Miss [redacted] contacted us and brought in her Commander days later, on 4/27/and miles after the purchase with 128,miles on her Commander, to complain about oil consumptionMiss [redacted] had never talked to us about this consumption in the prior times we had talked (which she documented in her complaint) When Miss [redacted] contacted us, days and miles after purchase, I said we would be happy to have our shop ( [redacted] Service Center, an accredited A+ Revdex.com business) look at her vehicle to see what may be occurring [redacted] Service Center suggested the PCV valve be replaced, but also sent paperwork (which can be supplied) that the Vengine in the Jeep Commander's have a "normal" oil consumption level of quart for every milesThis paperwork was supplied by [redacted] of Springfield We paid to have the PCV valve replaced, along with a fresh oil changeMiss [redacted] was asked to drive the vehicle for week, to then return the vehicle so the amount of oil used could be evaluated in that span Miss [redacted] brought the vehicle back exactly one week later and [redacted] Service Center evaluated the oil consumption [redacted] Service Center noted that the vehicle had been driven just over miles and that between 1/and 1/of a quart had been used in that time [redacted] Service Center stated that this would fall under what [redacted] had noted as "normal" oil consumption [redacted] Service Center suggested another oil change, as sometimes a second oil change with the proper oil can help alleviate some oil consumption issues We returned the vehicle to Miss [redacted] and explained the situationWe offered to trade Miss [redacted] out of the Commander if she was no longer happy with the vehicleMiss [redacted] stated that she liked the Jeep and did not want to trade it Miss [redacted] left with the understanding that we would be happy to trade her out of it if she was unhappy, and that she could return in another week for another oil change, as [redacted] Service Center suggested Miss [redacted] contacted me the following day and explained that she had diagnosed the problem herself and through google researchShe explained that the valve seals needed to be replaced I offered that she could use [redacted] Service Center and use our dealer fleet rate for any work that she desired to have doneWhen I let Miss [redacted] borrow a car for the day, at no cost to her, I explained to her that we were unable to cover the cost of the Valve Seal replacement as it was not a diagnosis from a certified mechanic Miss [redacted] contacted [redacted] Service Center in the afternoonShe verbally abused the Service Manager over the phone when he explained the tools had to be ordered to proceed with the work (can provide a written report from the service manager) Miss [redacted] then contacted myself and verbally abused me for 1/minutes on the phoneI once again offered to trade her our of the Commander if she was unhappy with it and she hung up on me Miss ***' significant other, Mr [redacted] , than calledMr [redacted] was also upsetThrough the course of conversations with myself and the [redacted] of our dealership, [redacted] (written statement can be supplied)Mr [redacted] was updated on the situationMr [redacted] suggested that we pay for half of the Valve Seal replacement and that they would cover the other halfRegardless of whether that helped with oil consumption, Mr [redacted] stated that because Miss [redacted] had diagnosed this herself, if we complied with their request, they would no longer ask for any other help Miss [redacted] picked up her vehicle at [redacted] Service Center that afternoon and once again verbally abused the service manager (can provide written statement from the service manager and from a witness) Mr [redacted] was contacted back day later and a message was leftMr [redacted] returned our call days later and I confirmed that we would be willing to pay for half of the Valve Seal replacement, even though it was not a mechanical diagnosis through a certified mechanic We had not heard from either Miss [redacted] or Mr [redacted] until this complaint was sent to us Even after the verbal abuse from Miss [redacted] towards us and towards [redacted] Service Center, we are still willing to cover half of the Valve Seal replacement through [redacted] Service Center as requested by Mr [redacted] I can provide written statements concerning any information that has been provided within this statement, either through us, [redacted] or [redacted] Service Center Initial Consumer Rebuttal / [redacted] (3000, 8, 2017/05/16) */ We can go back and forth and I guess I can make up a bunch of information as [redacted] has done and provide thatI can have my mechanic write a written statement however, I know that written statements as considered hearsayI can however provide recorded phone conversations that I am in and knew was being recorded at the timeWith [redacted] auto group as well as [redacted] who stated that [redacted] has no affiliation with them and that it would be in their best interest to not state that they do again [redacted] will also confirm that they have never looked at or diagnosed my vehicle on [redacted] s behalf and that that information may have been fabricated by the auto group At the end of the day I have waisted countless hours, spent senseless money on this vehicle to keep the oil at a safe levelI just want it to not burn oil like its gasMr [redacted] can provide a statement that all of ***s statement is fabricated in his own mindOn 5/15/ [redacted] stated that they would allow my mechanic to fix the problemAs well as they would cut me a check to pay halfMy mechanic is willing to do the repair for the same price We will not allow [redacted] to touch any vehicle that we own Also, we did not ask that the pcv valve be changed or that my oil be changedI had just changed the oil on X-when they took the vehicle inThey also removed a knk oil filter that was new and replaced it with a generic filter in the processThe reason they change the valve is because it cost dollars and takes mins to change I am sorry that the valve seal is brokenAnd that it cost more to change than the pvc valveI wish more than anything the vehicle ran well so that I never had to communicate with [redacted] or his associates againOr be without a vehicle for days at a timeNot having a vehicle is hard when your a single mom of two If I am able to attach recorded audio file please let me knowI could not get them to attach in the file upload Final Business Response / [redacted] (4000, 10, 2017/05/16) */ As agreed to with Mr [redacted] We will pay for half of the work done, that was self diagnosed, through the mechanic of Miss [redacted] choice as long as said cost does not exceed the agreed upon amount With a completed receipt of work a check will be cut for said amount Even though the vehicle was purchased As-Is, a warranty was not purchased, and that this complaint arose miles after purchase, we are still willing to work with Miss *** We hope this work satisfies Miss ***