Dear [redacted],Thank you for forwarding the complaint from Mr. [redacted] We are still in the process of determining the exact cause of the problem with Mr. [redacted]'s [redacted] and verify whether or not the engine has in fact failed. We will work with the customer to get the vehicle towed...
to our shop (at our expense) and work toward making that determination. If it is found that [redacted] was in anyway negligent in the process of conducting the oil change service, we will work to compensate the customer accordingly. We will make contact with Mr. [redacted] first thing in the morning to arrange pick up of his vehicle.If you have any further questions I can be reached on my cell at [redacted] of via email at [redacted]Mahalo,Christopher *. P[redacted]President / COOFastlube Inc
Dear [redacted],Thank you for forwarding the complaint from [redacted]. At this point I'm not exactly sure what happen to the vehicle but would be more than happy to help find out. I will waive the $100 diagnostic charge that is typical and if its found to be a problem that [redacted] has...
created we will absolutely take care of it without charge to the customer. I will contact the customer directly to set this up at a time/place that is convienient for them. If you have any further questions, I can be reached on my cell at [redacted] or via email at [redacted].Mahalo,Christopher *. [redacted]President / COOFastlube Inc
Good Afternoon Ms. [redacted],Thanks you for forwarding the response by Mr. [redacted] and giving us the the opportunity to respond. As I stated in my original response, we had Mr. [redacted]'s vehicle towed back to our shop(at our expense) and conducted a thorough inspection of the vehicle to try and determine what caused the engine failure. Upon inspection, it was found that the vehicle had no obvious oil leaks from the oil filter or drain plug which is what [redacted] had worked on more than a month prior. We also found that the vehicle had a significant coolant leak that appeared to have been going on for some time. Please see attached video and pictures to support that claim. In addition, when my Manager Eric R[redacted] initially spoke to Mr. [redacted], he stated that when the vehicle stalled, the coolant was "bubbling out" which is consistent with an overheating issue. Mr. [redacted] contends that [redacted] must not have put any oil in his truck when the oil change was initially done back in January. This is an extremely far fetched scenario for the simple fact that if the vehicle had no oil, he would not have been able to reach home without experiencing significant issues. That being said, it is highly improbable to think that he could have driven it around for a full month with no oil. Even though we know this to be true and [redacted] accepts no responsibility for the engine failure that Mr. [redacted] experienced, we still made an attempt to work with him to resolve the issue with his best interest in mind. [redacted] offered to purchase the truck from Mr. [redacted] at fair market value based on the [redacted] with the intent of repairing the vehicle and selling to recoup a portion the money we spent. Mr. [redacted] agreed to this offer at first and later backed out citing that he thought the vehicle was worth more. At this point I personally called Mr. [redacted] and renegotiated for an amount that was acceptable to him. Again, the following Monday morning he called me and backed out.Not sure at this point what else we could have done. I believe we made an honest attempt to take care of this customer but he apparently did not want it. If you have any question, please feel free to contact me on my cell at [redacted] or via email at [redacted].Mahalo,Christopher * P[redacted]President / COOFastlube Inc
Dear Ms. [redacted], Thank you for forwarding the complaint by Mr. [redacted]. On Saturday, February 7th, Mr. [redacted] brought his vehicle into our Aiea location for service. Upon checking in Mr. [redacted] mentioned that his TPMS (Tire Pressure Monitoring System) light was illuminated and ask if we could...
check it out along with our Full Service Oil Change. During the service the technician did observe the TPMS light to be on and as part of the service, we ad*ust tire pressure to manufactures specifications. Once the tire pressure was ad*usted and the vehicle engine was started, the TPMS light went off. This is the reason the technician annotated that the system "Checked ok"At some point after Mr. [redacted] departed from the facility, the light came back on which is typically a sign that the pressure could be low again or that there is a fault somewhere in the system. The Manager of the store attempted to explain this to Mr. [redacted] and invited him to return so we could conduct further testing but Mr. [redacted] would not hear it. Instead, he became very belligerent and began threatening my employees with physical violence. At this point the Manager contacted Flagship Fastlube ownership for advise. The owner of Flagship Fastlube, Mr. [redacted] then called Mr. [redacted] to see if there was anything we could do to remedy the situation and again Mr. [redacted] could not be reasoned with and again, became very belligerent.Mr. [redacted] did not pay anything to have his TPMS system check. It is something we do as a courtesy during our Full Service Oil Change. For that reason and for the manner in which he conducted himself, a refund is not warranted and will not be forthcoming.If you have any question or need additional information, please feel free to contact me in the office at [redacted] or via email at [redacted] Mahalo,[redacted]. ...⇄ President / COO �...⇄ Fastlube Inc
Hello Ms.[redacted],Thank you again for helping me resolving my dispute against Fastlube-Wahiawa.No, I did not received any written confession from Fastlube,but there are inquires and a verbal confession made by Mr.Eric R[redacted] via phone which I documented.Please see attached documents,marked exhibit D.Respectfully,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Dear [redacted],Thank you for forwarding the complaint from Mr. [redacted] We are still in the process of determining the exact cause of the problem with Mr. [redacted]'s [redacted] and verify whether or not the engine has in fact failed. We will work with the customer to get the vehicle towed...
to our shop (at our expense) and work toward making that determination. If it is found that [redacted] was in anyway negligent in the process of conducting the oil change service, we will work to compensate the customer accordingly. We will make contact with Mr. [redacted] first thing in the morning to arrange pick up of his vehicle.If you have any further questions I can be reached on my cell at [redacted] of via email at [redacted]Mahalo,Christopher *. P[redacted]President / COOFastlube Inc
Dear [redacted],Thank you for forwarding the complaint from [redacted]. At this point I'm not exactly sure what happen to the vehicle but would be more than happy to help find out. I will waive the $100 diagnostic charge that is typical and if its found to be a problem that [redacted] has...
created we will absolutely take care of it without charge to the customer. I will contact the customer directly to set this up at a time/place that is convienient for them. If you have any further questions, I can be reached on my cell at [redacted] or via email at [redacted].Mahalo,Christopher *. [redacted]President / COOFastlube Inc
Good Afternoon Ms. [redacted],Thanks you for forwarding the response by Mr. [redacted] and giving us the the opportunity to respond. As I stated in my original response, we had Mr. [redacted]'s vehicle towed back to our shop(at our expense) and conducted a thorough inspection of the vehicle to try and determine what caused the engine failure. Upon inspection, it was found that the vehicle had no obvious oil leaks from the oil filter or drain plug which is what [redacted] had worked on more than a month prior. We also found that the vehicle had a significant coolant leak that appeared to have been going on for some time. Please see attached video and pictures to support that claim. In addition, when my Manager Eric R[redacted] initially spoke to Mr. [redacted], he stated that when the vehicle stalled, the coolant was "bubbling out" which is consistent with an overheating issue. Mr. [redacted] contends that [redacted] must not have put any oil in his truck when the oil change was initially done back in January. This is an extremely far fetched scenario for the simple fact that if the vehicle had no oil, he would not have been able to reach home without experiencing significant issues. That being said, it is highly improbable to think that he could have driven it around for a full month with no oil. Even though we know this to be true and [redacted] accepts no responsibility for the engine failure that Mr. [redacted] experienced, we still made an attempt to work with him to resolve the issue with his best interest in mind. [redacted] offered to purchase the truck from Mr. [redacted] at fair market value based on the [redacted] with the intent of repairing the vehicle and selling to recoup a portion the money we spent. Mr. [redacted] agreed to this offer at first and later backed out citing that he thought the vehicle was worth more. At this point I personally called Mr. [redacted] and renegotiated for an amount that was acceptable to him. Again, the following Monday morning he called me and backed out.Not sure at this point what else we could have done. I believe we made an honest attempt to take care of this customer but he apparently did not want it. If you have any question, please feel free to contact me on my cell at [redacted] or via email at [redacted].Mahalo,Christopher * P[redacted]President / COOFastlube Inc
Dear Ms. [redacted], Thank you for forwarding the complaint by Mr. [redacted]. On Saturday, February 7th, Mr. [redacted] brought his vehicle into our Aiea location for service. Upon checking in Mr. [redacted] mentioned that his TPMS (Tire Pressure Monitoring System) light was illuminated and ask if we could...
check it out along with our Full Service Oil Change. During the service the technician did observe the TPMS light to be on and as part of the service, we ad*ust tire pressure to manufactures specifications. Once the tire pressure was ad*usted and the vehicle engine was started, the TPMS light went off. This is the reason the technician annotated that the system "Checked ok"At some point after Mr. [redacted] departed from the facility, the light came back on which is typically a sign that the pressure could be low again or that there is a fault somewhere in the system. The Manager of the store attempted to explain this to Mr. [redacted] and invited him to return so we could conduct further testing but Mr. [redacted] would not hear it. Instead, he became very belligerent and began threatening my employees with physical violence. At this point the Manager contacted Flagship Fastlube ownership for advise. The owner of Flagship Fastlube, Mr. [redacted] then called Mr. [redacted] to see if there was anything we could do to remedy the situation and again Mr. [redacted] could not be reasoned with and again, became very belligerent.Mr. [redacted] did not pay anything to have his TPMS system check. It is something we do as a courtesy during our Full Service Oil Change. For that reason and for the manner in which he conducted himself, a refund is not warranted and will not be forthcoming.If you have any question or need additional information, please feel free to contact me in the office at [redacted] or via email at [redacted] Mahalo,[redacted]. ...⇄ President / COO �...⇄ Fastlube Inc
Hello Ms.[redacted],Thank you again for helping me resolving my dispute against Fastlube-Wahiawa.No, I did not received any written confession from Fastlube,but there are inquires and a verbal confession made by Mr.Eric R[redacted] via phone which I documented.Please see attached documents,marked exhibit D.Respectfully,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]