Expert Oil Change, Inc.

Ms*** alleges that fluid other than coolant was added to her radiator overflow bottle which caused theheater core in her automobile to failWe have the entire servidng other car on a video recording and wecan state without question that universal antifreeze coolant was the only fluid added
to the vehicleradiator overflow bottle.We asked Ms*** to review the video and she drew conclusions that were grossly in errorThedispensing valve for the coolant hose reel is unique and differs from the oil metering gunsIt was obvious inthe video that coolant was added to the radiator overflow bottle.Ms*** was asked to submit in writing that something other than coolant was added to car radiatoroverflow bottle and that in fact caused the heater core to faiL The only documentation submitted was anestimate to replace the heater coreNote that no documentation of cause or of actual repairs wassubmitted.I tried to discuss the above with Ms***, I repeatedly ask her to stop yelling at meMs*** madesome absurd claims including that she could have lost her life as a result of our serviceNumerousconversations and a n,eetinwiLl M~Mu~ldl ti weie madeMs*** was convinced that we damagedher carAdditionally, Ms***’s only reason that we were at fault wag that the problem with her caroccurred shortly after we serviced her car without any evidence to substantiate the claim.In summary, we have video that shows the car was serviced properlyThe condition of her coolingsystem was typical for a vehicle of that age and mileageOur service did not cause any of the allegedproblems with her car and we have no responsibility in this matter

Review: On 2-12-16, I had my husband take my car to the Pennzoil down the road from us to get an oil change. The did the oil change and top off the fluids in my car that the technician deemed to be low. I had not driven my car but for a few times until on 2-21-16, my heater core broke because of fluid other than coolant being put in my coolant reserve tank. I contacted the owner of the business, Steve, and after many many calls and dealing with a store leader from another location, he got back to me. I reviewed the video tape of my car's oil change and took pictures. From the video it shows them using the tanks that are located in the ceiling to fill the coolant reserve tank on my car. The tanks located on the ceiling do not have coolant in them, they only have oil and other fluids. I had my car towed to my mechanic and incurred many costs. My certified mechanic took my car and flushed my coolant systems several times, pinpointing that it was filled with liquid that was not coolant causing my heatercore to fail and combust. I turned all this information and statements in to Steve. After trying to contact him several more times making sure to leave him the best times to call me for several days within a week, he finally called me today and said he did nothing wrong, even though it shows on the video, which I have a copy, that his tech was clearing using the hose for the tanks and putting the wrong fluids in my car.Desired Settlement: I would like at least half my money for the repairs I had incurred because of this. My total bill was $170 for the tow, $54 for the failed oil change, and $871 for the repair and engine flushes to purge my engine of the wrong fluids. That would be $547.

Business

Response:

Ms. [redacted] alleges that fluid other than coolant was added to her radiator overflow bottle which caused theheater core in her automobile to fail. We have the entire servidng other car on a video recording and wecan state without question that universal antifreeze coolant was the only fluid added to the vehicleradiator overflow bottle.We asked Ms. [redacted] to review the video and she drew conclusions that were grossly in error. Thedispensing valve for the coolant hose reel is unique and differs from the oil metering guns. It was obvious inthe video that coolant was added to the radiator overflow bottle.Ms. [redacted] was asked to submit in writing that something other than coolant was added to car radiatoroverflow bottle and that in fact caused the heater core to faiL The only documentation submitted was anestimate to replace the heater core. Note that no documentation of cause or of actual repairs wassubmitted.I tried to discuss the above with Ms. [redacted], I repeatedly ask her to stop yelling at me. Ms. [redacted] madesome absurd claims including that she could have lost her life as a result of our service. Numerousconversations and a n,eetin9 wiLl M~. Mu~ldl ti weie made. Ms. [redacted] was convinced that we damagedher car. Additionally, Ms. [redacted]’s only reason that we were at fault wag that the problem with her caroccurred shortly after we serviced her car without any evidence to substantiate the claim.In summary, we have video that shows the car was serviced properly. The condition of her coolingsystem was typical for a vehicle of that age and mileage. Our service did not cause any of the allegedproblems with her car and we have no responsibility in this matter.