Ferndale Lube

On thre date in question, I, the mentioned service tech completed an automatictransmission flush on the subaruAt the time, even though the vehicle had over 300,000miles on itI made the decision to service the transmission after explaining it to and recievingpermission from the customersI explained to the couple that we offer a qtcomplete flushthat hits all the components of the transmission including the torque converter and runs throughthe filterNever once did I say that we remove or replace the filter as part of the serviceAlso atthe time of service I pointed out to the manager and another service techthat some of the fluidsunder th€hood were incorrectly labeledThe final drivre (front diff) was marked as the auto transcheck, and the transmission dip stick was not labled at all The customers drove the vehicle formiles after I completed the service with out any drips or issuesOnly after the vehicle hadbeen parked in an un-attended parking lot for days (after the 2, mile trip) did they notice anyfluid leakingI drove my own personal vehicle to them to see If it was something I could fixquickly, like if a hose clamp was loose etcOr if I could put enough fluid In the vehicle to get itback to the shop to get a better look at itI only had a nut driver and a screw driver on me.Unfortunately I wasn't able to see exactly where it was leaking only pin point the area In which Itwas leakingWhich I thought could have been two hard lines that are above the filter or possiblythe filter After determining that it was un-safe to drive we all came to the agreement that weshould have the vehicle towed back to the shop where we could get a better look at it, plus havethe tools necessary to fix itBefore I left they had a few questions about the service we did,wondering why we didn't replace the filterI explained that we don't remove transmission pans toreplace filters, therefore we don't replace any of themBesides, we run a full qtsof brand newfluid through the filter kind of like a rinseAgain, never once did I say that I removed the filter torinse itAfter I answered all the questions the best I couldI called my boss from my cell phoneto let him know what was going onI even let Denise talk to him so that everyone was on thesame page with what was going onThey said they were going to bring it back to us to look at it.I put all the stuff I brought with me (fluid/drivers) back In my vehicle and returned to workWellthey never came backInstead they took their vehicle to [redacted] and paid for everything asecond timeHad they brought it back to us we would have found the filter was loose, fixed it,topped off the transmission fluid, and probably would have helped with the tow bill as our way ofsaying sorry for the Inconvenience even though it was nothing we did that caused thetransmission to leakIf we did loosen the filter and improperly re-secured it, it would have nevermade it miles let alone 2,milesAll of this issue could have easily been avoided if they hadstuck to agreement and returned to our shopBecause they didn'tI don't feel that we should beliable or responsible for compensation

Complaint: ***I am rejecting this response because:
There are some points in Ferndale Lube's response that I want to refuteI am not looking for bloodThey did not securely screw down a external transmission fluid filter when they serviced the car.There is no other plausible explanation for that external filter to have come loose after 310,miles of being tightly attachedNo work has been done on the transmission for 160,miles we have owned the car
Ferndale Lube does not want own up to a mistake and wants to make this about me not bringing the car back to them- who made a mistake in the first placeI appreciate that they were trying to helpBut, they may not tell me what to do as a consumer or as customerFerndale Lube Techs are not certified mechanics I wanted a third party certified mechanic to assess the problemThat is why we took it to *** who has done work on the car before
I want my costs covered that is all.They were listed in the initial complaint
I did find out the exhaust leak is not related to the work they did and I want to make this clear
I don't need to have come back to Ferndale Lube because they told me to do so for them to make this rightThey can choose to take responsibility at any time and offer to make up for this unfortunate incidentWe would like to be made whole and have all costs covered for both the original transmission service and the *** Auto Repair chargesThat's it
We know the history of our vehicle They do not and can only make guessesI don't think this was intentionalI think it was a mistake that they still can make right without admitting faultMy hope is that they will do thisI would like to continue to do business with themThey have done a good job changing our oil many times and I want them to know thisI have also been told by the many friends and family in the Ferndale area that Ferndale Lube has a history of treating customers right and doing the right thing when a customer has a complaintMy hope is that Ferndale Lube will also step up and make this right as well We would like to continue to do business with them and to recommend them to others
Sincerely,*** *** ***

On thre date in question, I, the mentioned service tech completed an automatictransmission flush on the 2000 subaru. At the time, even though the vehicle had over 300,000miles on it. I made the decision to service the transmission after explaining it to and recievingpermission from the customers. I...

explained to the couple that we offer a 14 qt. complete flushthat hits all the components of the transmission including the torque converter and runs throughthe filter. Never once did I say that we remove or replace the filter as part of the service. Also atthe time of service I pointed out to the manager and another service tech. that some of the fluidsunder th€1 hood were incorrectly labeled. The final drivre (front diff) was marked as the auto transcheck, and the transmission dip stick was not labled at all The customers drove the vehicle for2. 165 miles after I completed the service with out any drips or issues. Only after the vehicle hadbeen parked in an un-attended parking lot for 3 days (after the 2, 165 mile trip) did they notice anyfluid leaking. I drove my own personal vehicle to them to see If it was something I could fixquickly, like if a hose clamp was loose etc. Or if I could put enough fluid In the vehicle to get itback to the shop to get a better look at it. I only had a nut driver and a screw driver on me.Unfortunately I wasn't able to see exactly where it was leaking only pin point the area In which Itwas leaking. Which I thought could have been two hard lines that are above the filter or possiblythe filter After determining that it was un-safe to drive we all came to the agreement that weshould have the vehicle towed back to the shop where we could get a better look at it, plus havethe tools necessary to fix it. Before I left they had a few questions about the service we did,wondering why we didn't replace the filter. I explained that we don't remove transmission pans toreplace filters, therefore we don't replace any of them. Besides, we run a full 14 qts. of brand newfluid through the filter kind of like a rinse. Again, never once did I say that I removed the filter torinse it. After I answered all the questions the best I could. I called my boss from my cell phoneto let him know what was going on. I even let Denise talk to him so that everyone was on thesame page with what was going on. They said they were going to bring it back to us to look at it.I put all the stuff I brought with me (fluid/drivers) back In my vehicle and returned to work. Wellthey never came back. Instead they took their vehicle to [redacted] and paid for everything asecond time. Had they brought it back to us we would have found the filter was loose, fixed it,topped off the transmission fluid, and probably would have helped with the tow bill as our way ofsaying sorry for the Inconvenience even though it was nothing we did that caused thetransmission to leak. If we did loosen the filter and improperly re-secured it, it would have nevermade it 70 miles let alone 2,165 miles. All of this issue could have easily been avoided if they hadstuck to agreement and returned to our shop. Because they didn't. I don't feel that we should beliable or responsible for compensation.