Response to Revdex.com case# [redacted] December 16,2014This vehicle was brought into our service department on11-15-(RO# [redacted] ) at miles with a complaint of the brakes lockingup and the vehicle shakingAfter being inspected it was determined the brakefluid had been contaminated by an unknown substance and had caused all theseals to swell in the brake system and this was the cause for the complaint ofthe brakes locking upCustomer was advised of the finding and given an estimateto repair.Customer came into dealership a few days later and got acopy of the previous visit repair order from their vehicle (RO# [redacted] ) atmilesHe suggested at that time that we must have added something onthat visit that caused the issueWe reviewed the repair order and the onlyfluid added to the vehicle at that time was some transmission fluid to addressa “transmission seems to slip” complaint on job BI explained at that time hadit been transmission fluid in the brake resiviour the color would have changedto a dark red color which it had notI said during that conversation that Iwas not interested in accepting responsibility for the brake fluid being contaminated.The time prior to that which we had done an oil change and inspection was on10-4-(RO# [redacted] ) at miles and had the contaminant been added atthat time would not have been over a year and miles before any symptomswould become apparentSeveral days later the customer came by and we inspectedthe truck together and found the brake fluid to be much more yellow and oilythan what Dot brake fluid looks likeHe took a sample of the fluid and said hewas going to have it testedThe first part of the next week I took a sampleand had it sent out to Southwest Research Institute here in San Antonio to betested The finding of the test by theirresearch scientist was that the contents were consistent with standardhydrocarbon oil and not brake fluid.The customer made the statement to me that the vehicle hadbeen to other places for maintenance since it was brought into us on 10-4-2012.My position is we are strictly a General Motors repair facility and all GMproducts use only Dot brake fluid in their brake systemsIn the over years Ihave been at this facility we perform to oil change maintenance servicesdaily and we have never had an issue with adding anything other than Dot brakefluid to a vehicleI have no idea how the contaminant was introduced to thebrake system or by who but I do not feel we are responsible simply because wewere the ones that found itI offered to assist the customer with the expenseof the repair with some kind of discount but that was never discussed as evenan option [redacted] Service ManagerFreedom Chevrolet
Complaint: ***
Here is my responseAlso attached is my invoice for my oil being changed in JuneAs you can see the only fluid filled was windshield wiper fluidYou can also see that transmission fluid was full and that that brake fluid was fullThe mileage between the oil change and when I took it to Freedom in July was only about milesMy question would be how did my fluids go down in such a short amount of time and mileage? *** ***
Complaint: [redacted]
I am rejecting this response because:This is [redacted]'s Husband. I felt it necessary to get involved now that there is a claim that I told several employees at Freedom Chevrolet that I put brake fluid in the vehicle. I spoke to two people at the Dealership, [redacted] and [redacted] and at no time did I state that I added brake fluid to the vehicle after it left the dealership in July. I did, however, state that even I know that DOT 3 brake fluid is required for the vehicle. I do have a mechanical back ground from my younger years. And I surely would not make the mistake of putting the wrong fluid in the vehicle. I think they are confusing my short conversation with what I shared with them about an employee of ours putting Power Steering fluid in the master cylinder of one of our trucks several years ago and that I knew what would happen if that was the case with this vehicle. I am now upset that after being a customer there all the way back to the [redacted] Chevrolet days and being accused of putting fluid in the brake master cylinder. If this doesn't get resolved, they can explain it to an Attorney because I am done with the lies. They were the last to touch the vehicle to the best of our knowledge and that's a fact. I am tired of people not taking responsibility when they screw up and claiming there is no way they could make the mistake of contaminating the brake system. Humans make mistakes and one was made while our vehicle was in Freedom Chevrolets possession. We want our vehicle brake system put back to factory condition. Otherwise, there will have be a lot of explaining as to why the multi-point service checklist didn't get filled out like it was supposed to and the receipt shows that they added fluid to the transmission when [redacted] was never told it was low. The car was taken there due to a warning from OnStar that the reservoir for the brake fluid was low. [redacted] made must have made an entry mistake and put the transmission instead of brake fluid as the complaint from the customer as being low. I don't service our cars and we have been going to Freedom for more years than I care to mention for any GM vehicle repairs or concerns. Maybe we need the Defenders to get involved because I think it did happen there and they will prove that it is something that all Dealerships experience from time to time but I can't say who did it because I wasn't present when it happened. Only the person that screwed up can say that. We just want our vehicle properly repaired and returned to us. Seven weeks is long enough and I must admit that this is the first time ever that the communication is unsatisfactory. After we took the car in for the brakes in November and they called to say it was contaminated, I spoke to [redacted] and he was going to check into what might have happened. I ended up going there almost a week later because I never heard anything back from him and was told they were slammed and they had not had time to look into it. Is that the way you treat a lifelong customer that is waiting to get their vehicle back? Being a business owner, I know that without the customer, we don't have a business and you don't treat the customer the way we have been treated lately. It's too bad [redacted] is no longer there. He always took good care of all of our vehicles and communicated very well with us.
Regards,
[redacted] & [redacted]
Response to Revdex.com case# [redacted] December 16,2014This vehicle was brought into our service department on11-15-2014 (RO# [redacted]) at 86369 miles with a complaint of the brakes lockingup and the vehicle shaking. After being inspected it was determined the brakefluid had...
been contaminated by an unknown substance and had caused all theseals to swell in the brake system and this was the cause for the complaint ofthe brakes locking up. Customer was advised of the finding and given an estimateto repair.Customer came into dealership a few days later and got acopy of the previous visit repair order from their vehicle (RO# [redacted]) at80314 miles. He suggested at that time that we must have added something onthat visit that caused the issue. We reviewed the repair order and the onlyfluid added to the vehicle at that time was some transmission fluid to addressa “transmission seems to slip” complaint on job B. I explained at that time hadit been transmission fluid in the brake resiviour the color would have changedto a dark red color which it had not. I said during that conversation that Iwas not interested in accepting responsibility for the brake fluid being contaminated.The time prior to that which we had done an oil change and inspection was on10-4-2012 (RO# [redacted]) at 41260 miles and had the contaminant been added atthat time would not have been over a year and 45109 miles before any symptomswould become apparent. Several days later the customer came by and we inspectedthe truck together and found the brake fluid to be much more yellow and oilythan what Dot brake fluid looks like. He took a sample of the fluid and said hewas going to have it tested. The first part of the next week I took a sampleand had it sent out to Southwest Research Institute here in San Antonio to betested. The finding of the test by theirresearch scientist was that the contents were consistent with standardhydrocarbon oil and not brake fluid.The customer made the statement to me that the vehicle hadbeen to other places for maintenance since it was brought into us on 10-4-2012.My position is we are strictly a General Motors repair facility and all GMproducts use only Dot brake fluid in their brake systems. In the over 5 years Ihave been at this facility we perform 15 to 20 oil change maintenance servicesdaily and we have never had an issue with adding anything other than Dot brakefluid to a vehicle. I have no idea how the contaminant was introduced to thebrake system or by who but I do not feel we are responsible simply because wewere the ones that found it. I offered to assist the customer with the expenseof the repair with some kind of discount but that was never discussed as evenan option. [redacted]Service ManagerFreedom Chevrolet
See customers attachment, the vehicle has been serviced other than at Freedom Chevrolet. The customer also stated to several Freedom employees that he had filled the brake fluid himself. The repair is not our responsibility. If they want us to repair their vehicle they will need to pay for it. We will still give the discounted price as stated. [redacted] [redacted] Freedom Chevrolet
Response to Revdex.com case# [redacted] December 16,2014This vehicle was brought into our service department on11-15-(RO# [redacted] ) at miles with a complaint of the brakes lockingup and the vehicle shakingAfter being inspected it was determined the brakefluid had been contaminated by an unknown substance and had caused all theseals to swell in the brake system and this was the cause for the complaint ofthe brakes locking upCustomer was advised of the finding and given an estimateto repair.Customer came into dealership a few days later and got acopy of the previous visit repair order from their vehicle (RO# [redacted] ) atmilesHe suggested at that time that we must have added something onthat visit that caused the issueWe reviewed the repair order and the onlyfluid added to the vehicle at that time was some transmission fluid to addressa “transmission seems to slip” complaint on job BI explained at that time hadit been transmission fluid in the brake resiviour the color would have changedto a dark red color which it had notI said during that conversation that Iwas not interested in accepting responsibility for the brake fluid being contaminated.The time prior to that which we had done an oil change and inspection was on10-4-(RO# [redacted] ) at miles and had the contaminant been added atthat time would not have been over a year and miles before any symptomswould become apparentSeveral days later the customer came by and we inspectedthe truck together and found the brake fluid to be much more yellow and oilythan what Dot brake fluid looks likeHe took a sample of the fluid and said hewas going to have it testedThe first part of the next week I took a sampleand had it sent out to Southwest Research Institute here in San Antonio to betested The finding of the test by theirresearch scientist was that the contents were consistent with standardhydrocarbon oil and not brake fluid.The customer made the statement to me that the vehicle hadbeen to other places for maintenance since it was brought into us on 10-4-2012.My position is we are strictly a General Motors repair facility and all GMproducts use only Dot brake fluid in their brake systemsIn the over years Ihave been at this facility we perform to oil change maintenance servicesdaily and we have never had an issue with adding anything other than Dot brakefluid to a vehicleI have no idea how the contaminant was introduced to thebrake system or by who but I do not feel we are responsible simply because wewere the ones that found itI offered to assist the customer with the expenseof the repair with some kind of discount but that was never discussed as evenan option [redacted] Service ManagerFreedom Chevrolet
Complaint: ***
Here is my responseAlso attached is my invoice for my oil being changed in JuneAs you can see the only fluid filled was windshield wiper fluidYou can also see that transmission fluid was full and that that brake fluid was fullThe mileage between the oil change and when I took it to Freedom in July was only about milesMy question would be how did my fluids go down in such a short amount of time and mileage? *** ***
Complaint: [redacted]
I am rejecting this response because:This is [redacted]'s Husband. I felt it necessary to get involved now that there is a claim that I told several employees at Freedom Chevrolet that I put brake fluid in the vehicle. I spoke to two people at the Dealership, [redacted] and [redacted] and at no time did I state that I added brake fluid to the vehicle after it left the dealership in July. I did, however, state that even I know that DOT 3 brake fluid is required for the vehicle. I do have a mechanical back ground from my younger years. And I surely would not make the mistake of putting the wrong fluid in the vehicle. I think they are confusing my short conversation with what I shared with them about an employee of ours putting Power Steering fluid in the master cylinder of one of our trucks several years ago and that I knew what would happen if that was the case with this vehicle. I am now upset that after being a customer there all the way back to the [redacted] Chevrolet days and being accused of putting fluid in the brake master cylinder. If this doesn't get resolved, they can explain it to an Attorney because I am done with the lies. They were the last to touch the vehicle to the best of our knowledge and that's a fact. I am tired of people not taking responsibility when they screw up and claiming there is no way they could make the mistake of contaminating the brake system. Humans make mistakes and one was made while our vehicle was in Freedom Chevrolets possession. We want our vehicle brake system put back to factory condition. Otherwise, there will have be a lot of explaining as to why the multi-point service checklist didn't get filled out like it was supposed to and the receipt shows that they added fluid to the transmission when [redacted] was never told it was low. The car was taken there due to a warning from OnStar that the reservoir for the brake fluid was low. [redacted] made must have made an entry mistake and put the transmission instead of brake fluid as the complaint from the customer as being low. I don't service our cars and we have been going to Freedom for more years than I care to mention for any GM vehicle repairs or concerns. Maybe we need the Defenders to get involved because I think it did happen there and they will prove that it is something that all Dealerships experience from time to time but I can't say who did it because I wasn't present when it happened. Only the person that screwed up can say that. We just want our vehicle properly repaired and returned to us. Seven weeks is long enough and I must admit that this is the first time ever that the communication is unsatisfactory. After we took the car in for the brakes in November and they called to say it was contaminated, I spoke to [redacted] and he was going to check into what might have happened. I ended up going there almost a week later because I never heard anything back from him and was told they were slammed and they had not had time to look into it. Is that the way you treat a lifelong customer that is waiting to get their vehicle back? Being a business owner, I know that without the customer, we don't have a business and you don't treat the customer the way we have been treated lately. It's too bad [redacted] is no longer there. He always took good care of all of our vehicles and communicated very well with us.
Regards,
[redacted] & [redacted]
Response to Revdex.com case# [redacted] December 16,2014This vehicle was brought into our service department on11-15-2014 (RO# [redacted]) at 86369 miles with a complaint of the brakes lockingup and the vehicle shaking. After being inspected it was determined the brakefluid had...
been contaminated by an unknown substance and had caused all theseals to swell in the brake system and this was the cause for the complaint ofthe brakes locking up. Customer was advised of the finding and given an estimateto repair.Customer came into dealership a few days later and got acopy of the previous visit repair order from their vehicle (RO# [redacted]) at80314 miles. He suggested at that time that we must have added something onthat visit that caused the issue. We reviewed the repair order and the onlyfluid added to the vehicle at that time was some transmission fluid to addressa “transmission seems to slip” complaint on job B. I explained at that time hadit been transmission fluid in the brake resiviour the color would have changedto a dark red color which it had not. I said during that conversation that Iwas not interested in accepting responsibility for the brake fluid being contaminated.The time prior to that which we had done an oil change and inspection was on10-4-2012 (RO# [redacted]) at 41260 miles and had the contaminant been added atthat time would not have been over a year and 45109 miles before any symptomswould become apparent. Several days later the customer came by and we inspectedthe truck together and found the brake fluid to be much more yellow and oilythan what Dot brake fluid looks like. He took a sample of the fluid and said hewas going to have it tested. The first part of the next week I took a sampleand had it sent out to Southwest Research Institute here in San Antonio to betested. The finding of the test by theirresearch scientist was that the contents were consistent with standardhydrocarbon oil and not brake fluid.The customer made the statement to me that the vehicle hadbeen to other places for maintenance since it was brought into us on 10-4-2012.My position is we are strictly a General Motors repair facility and all GMproducts use only Dot brake fluid in their brake systems. In the over 5 years Ihave been at this facility we perform 15 to 20 oil change maintenance servicesdaily and we have never had an issue with adding anything other than Dot brakefluid to a vehicle. I have no idea how the contaminant was introduced to thebrake system or by who but I do not feel we are responsible simply because wewere the ones that found it. I offered to assist the customer with the expenseof the repair with some kind of discount but that was never discussed as evenan option. [redacted]Service ManagerFreedom Chevrolet
See customers attachment, the vehicle has been serviced other than at Freedom Chevrolet. The customer also stated to several Freedom employees that he had filled the brake fluid himself. The repair is not our responsibility. If they want us to repair their vehicle they will need to pay for it. We will still give the discounted price as stated. [redacted] [redacted] Freedom Chevrolet