On 08/12/15 [redacted] came into our [redacted] location for an oil change. Her car a 1997 Mercury Sable had 158,192 miles on it at the time. While doing her oil change, [redacted] stated to our technician that she was having problems with her car overheating....
The technician recommend a coolant exchange service. [redacted] declined at that time. Later that evening, [redacted] returned to our store and asked for the coolant exchange service to be performed. The car had to be left overnight at the [redacted] location because the car was overheating at the time and the technician could not do the service. On 08/13/15 the coolant exchange service was performed. On 9/4/15 [redacted] called the store and left her number wishing to be contacted. The Area Manager called her and she stated that the car had been over heating and they were having to add water to it prior to us servicing it. [redacted] stated that she took her car to a certified mechanic and he told her the head gasket was blown. They told her that it was something that we should have seen. [redacted] wanted us to pay for the head gasket to be replaced. The Area Manager explained that her car had a preexisting problem prior to us ever servicing the vehicle. She was not happy with that answer. Stated she was going to contact the Revdex.com. The Area Manager tried to explain that we could not see a head gasket issue as it is a internal gasket. It is our contention that [redacted] had a preexisting problem prior to us ever servicing her vehicle. [redacted] stated this in her own words to our employees and our Area Manager and now is asking us to pay and fix her pre existing problem. The Area Manager has refunded her the cost of the coolant service. We are denying [redacted]'s request.
On 08/12/15 [redacted] came into our [redacted] location for an oil change. Her car a 1997 Mercury Sable had 158,192 miles on it at the time. While doing her oil change, [redacted] stated to our technician that she was having problems with her car overheating....
The technician recommend a coolant exchange service. [redacted] declined at that time. Later that evening, [redacted] returned to our store and asked for the coolant exchange service to be performed. The car had to be left overnight at the [redacted] location because the car was overheating at the time and the technician could not do the service. On 08/13/15 the coolant exchange service was performed. On 9/4/15 [redacted] called the store and left her number wishing to be contacted. The Area Manager called her and she stated that the car had been over heating and they were having to add water to it prior to us servicing it. [redacted] stated that she took her car to a certified mechanic and he told her the head gasket was blown. They told her that it was something that we should have seen. [redacted] wanted us to pay for the head gasket to be replaced. The Area Manager explained that her car had a preexisting problem prior to us ever servicing the vehicle. She was not happy with that answer. Stated she was going to contact the Revdex.com. The Area Manager tried to explain that we could not see a head gasket issue as it is a internal gasket. It is our contention that [redacted] had a preexisting problem prior to us ever servicing her vehicle. [redacted] stated this in her own words to our employees and our Area Manager and now is asking us to pay and fix her pre existing problem. The Area Manager has refunded her the cost of the coolant service. We are denying [redacted]'s request.