Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
On the morning of 11/24/15 9am my 2011 [redacted] was towed to Aldermans Kia as it would not start. After assessing my vehicle I was told by [redacted] at Kia that my car had no oil in it, the drain plug was very loose, and the oil had leaked out. It was suggested that I speak with the service department who last performed my oil change, which was Garvey Nissan RT 7 Rutland.On 11/24/15 12:10pm I spoke with [redacted] at Garvey Nissan who works in the service department. I explained the current status of my vehicle and that the oil had leaked out due to the loose oil drain plug which caused my engine to seize. Her response was "That's weird" which she said several times. She stated that I should have seen some kind of warning like an oil puddle or check engine light. [redacted] told me that she would pass my concern on to the General Manager of Garvey Nissan, [redacted].11/24/15 2:19 Gave Aldermans Kia permission to check my car out and provide an estimated cost to repair my vehicle ($2,340.25 parts, $1,000 labor, $20 shop supply). I spoke with [redacted] in the service department who stated that it would take a while for the drain plug to loosen up as I don't drive the car a lot and that the oil would mostly only leak out while driving. During the summer months I drive a motorcycle, so although it has been 4.5 months since the oil change was done on my car at Garvey's I have driven my car only 2,882 miles since 7/2/15. My car is still not even due for the next scheduled oil change, proving that Garvey Nissan was the last person/shop to perform service on the oil drain plug.11/24/15 4pmI spoke with [redacted], asking if he would be taking responsibility and ownership of the situation. He stated that the crush washer was replaced and compressed with my oil change. If the shop failed to torque the oil drain plug to specification (if there even is a specification) and/or the original oil pan shows signs of damaged threads, or failed to inform me that the drain plug has issues, the service facility is responsible. [redacted] stated "I DON'T DISPUTE WHAT KIA IS SAYING".12/1/15 12:15pmI spoke with [redacted] at Kia who had his Kia Representative look at my car. The sensors were tested and found to be working. Nothing Kia can do as they are not at fault. NO DEFECTS WERE FOUND ON MY VEHICLE. NO VANDALISM WAS FOUND, proving that no one snuck under my car in the middle of the night to intentionally loosen the drain plug, which [redacted] had suggested. The responsibility falls back on who changed the oil last, which was Garvey Nissan.12/10/15 2:18pmHad another conversation with [redacted]. His concerns are:1.Time (it's been 4.5 months between oil change and engine failure)2. No oil on driveway/garage3.No oil light came on4.Doesn't believe drain plug was looseThese concerns are not valid because:1.Whether it has been 5 hours or 5 months the Garvey Nissan tech (Tech A11 [redacted]) was the last person to handle the drain plug. Miles still LESS than 3,000 since oil change.2.No oil was on my driveway as it leaked out while driving the night before. The bottom of my car is covered with oil, proving it leaked while it was mobile.3. Oil light flashed briefly on 11/17/15 and oil was checked and level found to be sufficient. 4. Drain plug was loose, as stated by inspection of vehicle by Kia service department. Was so loose that it could be completely removed by using only a pinky finger.After many conversations and meeting [redacted] in person he is still unwilling to accept responsibility and has not offered to cover the cost of repairing my vehicle.Regards,
[redacted]
On or about 11/24 [redacted] and her husband stopped into the dealership to inform me their 2011 [redacted] was inoperable and at [redacted]. She was here because we changed the oil on her Soul on July 2, 2015- 4.5 month prior and over 3000 miles prior. Mrs. [redacted] was told by [redacted] that...
her oil pan drain plug was loose and probable cause for the car not starting is because there is no oil in the car vehicle and the engine is presumed damaged from running with no oil. According to the Service Manager at [redacted] this has not been 100% confirmed due to the fact that no tear down work has been on the engine to investigate. When we did the oil change to the soul we used the proper oil filter and drain plug crush washer. This was confirmed by Service Manager at [redacted]. Crush washers are used on oil pan drain plugs to ensure a proper seal and when "crushed" (tightened with the appropriate torque)prevent the drain plug from loosening. The crush washer was "crushed" and the Service Manager at [redacted] does not know what would make the drain plug loosen and its at a loss when factoring the following points. 1) The vehicle was driven over 3,000 miles and was driven for a period of 4.5 months since Garvey Nissan changed the oil. If the drain plugs were loose when it left in July the vehicle would run for a very short period of time, hours/days, and be driven a short distance , 50-60 miles possibly if that far at all. It would not run for a very short time between us changing the oil in 4.5 months over 3,000 miles prior. Oil pan drain plugs don't loosen up up when properly installed with the crush washer after 4.5 months time and over 3,000 miles. Our Regional Kia parts and Service Manager along with our Garvey Kia Service Manger in Queensbury, NY are also of the same opinion and agree with our point of view relative to the previous points. The [redacted] Service manager does not dispute our point of view. Mrs. [redacted] has stated to me and to [redacted] Service Manager that she has never noticed any oil drip spots on her driveway, garage floor or parking lot where she works from time we did the oil change. Mrs. [redacted]'s husband also confirmed this. If the drain plug were loose there would be plenty of evidence of this. The [redacted]'s stated the oil pressure light flash on once for an extremely brief moment a couple of weeks before their vehicle would not start. the stated at that time they checked the oil level on the dipstick and the car was full of oil. The [redacted]'s stated the oil pressure light did not come on at any time immediately preceding the day the Soul would not start. If oil was leaking out of her vehicle and leaking to the point of causing engine failure, the oil would've reached a critically low level producing low oil pressure which would've engaged the engine management system to turn on the oil pressure light on the dash. The oil pressure warning light would stay on constantly under low pressure and then start flashing where there would be little to no oil pressure. Again, this did not occur according to Mrs. [redacted] and her husband. If there was catastrophic engine failure and a loose drain plug there would be significant oil on Mrs. [redacted]'s driveway and garage floor. There wasn't any drips noted by the [redacted]'s and this is where the Soul was described to be when it wouldn't start. The series of events and non events does not support the theory that the Garvey Nissan performed the oil change incorrectly and does not support the theory that we did not sufficiently tighten the oil pan drain plug. We are empathetic to Mrs. [redacted]'s cause and I have spoken to my Nissan Service Manager, our Kia Service Manager at Garvey Kia in Queensbury, NY, our Kia Factory Parts and Service manager and to the Service Manager at [redacted]. I have spoken to those individuals to get their thoughts to get a consensus of opinion. I did this with Mrs. [redacted]'s concerns in mind and put forth a sincere effort to find a cause conclusion that the drain plug was tightened properly here and there are no reasonable explanations for what has occurred. Respectfully Submitted [redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
On the morning of 11/24/15 9am my 2011 [redacted] was towed to Aldermans Kia as it would not start. After assessing my vehicle I was told by [redacted] at Kia that my car had no oil in it, the drain plug was very loose, and the oil had leaked out. It was suggested that I speak with the service department who last performed my oil change, which was Garvey Nissan RT 7 Rutland.On 11/24/15 12:10pm I spoke with [redacted] at Garvey Nissan who works in the service department. I explained the current status of my vehicle and that the oil had leaked out due to the loose oil drain plug which caused my engine to seize. Her response was "That's weird" which she said several times. She stated that I should have seen some kind of warning like an oil puddle or check engine light. [redacted] told me that she would pass my concern on to the General Manager of Garvey Nissan, [redacted].11/24/15 2:19 Gave Aldermans Kia permission to check my car out and provide an estimated cost to repair my vehicle ($2,340.25 parts, $1,000 labor, $20 shop supply). I spoke with [redacted] in the service department who stated that it would take a while for the drain plug to loosen up as I don't drive the car a lot and that the oil would mostly only leak out while driving. During the summer months I drive a motorcycle, so although it has been 4.5 months since the oil change was done on my car at Garvey's I have driven my car only 2,882 miles since 7/2/15. My car is still not even due for the next scheduled oil change, proving that Garvey Nissan was the last person/shop to perform service on the oil drain plug.11/24/15 4pmI spoke with [redacted], asking if he would be taking responsibility and ownership of the situation. He stated that the crush washer was replaced and compressed with my oil change. If the shop failed to torque the oil drain plug to specification (if there even is a specification) and/or the original oil pan shows signs of damaged threads, or failed to inform me that the drain plug has issues, the service facility is responsible. [redacted] stated "I DON'T DISPUTE WHAT KIA IS SAYING".12/1/15 12:15pmI spoke with [redacted] at Kia who had his Kia Representative look at my car. The sensors were tested and found to be working. Nothing Kia can do as they are not at fault. NO DEFECTS WERE FOUND ON MY VEHICLE. NO VANDALISM WAS FOUND, proving that no one snuck under my car in the middle of the night to intentionally loosen the drain plug, which [redacted] had suggested. The responsibility falls back on who changed the oil last, which was Garvey Nissan.12/10/15 2:18pmHad another conversation with [redacted]. His concerns are:1.Time (it's been 4.5 months between oil change and engine failure)2. No oil on driveway/garage3.No oil light came on4.Doesn't believe drain plug was looseThese concerns are not valid because:1.Whether it has been 5 hours or 5 months the Garvey Nissan tech (Tech A11 [redacted]) was the last person to handle the drain plug. Miles still LESS than 3,000 since oil change.2.No oil was on my driveway as it leaked out while driving the night before. The bottom of my car is covered with oil, proving it leaked while it was mobile.3. Oil light flashed briefly on 11/17/15 and oil was checked and level found to be sufficient. 4. Drain plug was loose, as stated by inspection of vehicle by Kia service department. Was so loose that it could be completely removed by using only a pinky finger.After many conversations and meeting [redacted] in person he is still unwilling to accept responsibility and has not offered to cover the cost of repairing my vehicle.Regards,
[redacted]
On or about 11/24 [redacted] and her husband stopped into the dealership to inform me their 2011 [redacted] was inoperable and at [redacted]. She was here because we changed the oil on her Soul on July 2, 2015- 4.5 month prior and over 3000 miles prior. Mrs. [redacted] was told by [redacted] that...
her oil pan drain plug was loose and probable cause for the car not starting is because there is no oil in the car vehicle and the engine is presumed damaged from running with no oil. According to the Service Manager at [redacted] this has not been 100% confirmed due to the fact that no tear down work has been on the engine to investigate. When we did the oil change to the soul we used the proper oil filter and drain plug crush washer. This was confirmed by Service Manager at [redacted]. Crush washers are used on oil pan drain plugs to ensure a proper seal and when "crushed" (tightened with the appropriate torque)prevent the drain plug from loosening. The crush washer was "crushed" and the Service Manager at [redacted] does not know what would make the drain plug loosen and its at a loss when factoring the following points. 1) The vehicle was driven over 3,000 miles and was driven for a period of 4.5 months since Garvey Nissan changed the oil. If the drain plugs were loose when it left in July the vehicle would run for a very short period of time, hours/days, and be driven a short distance , 50-60 miles possibly if that far at all. It would not run for a very short time between us changing the oil in 4.5 months over 3,000 miles prior. Oil pan drain plugs don't loosen up up when properly installed with the crush washer after 4.5 months time and over 3,000 miles. Our Regional Kia parts and Service Manager along with our Garvey Kia Service Manger in Queensbury, NY are also of the same opinion and agree with our point of view relative to the previous points. The [redacted] Service manager does not dispute our point of view. Mrs. [redacted] has stated to me and to [redacted] Service Manager that she has never noticed any oil drip spots on her driveway, garage floor or parking lot where she works from time we did the oil change. Mrs. [redacted]'s husband also confirmed this. If the drain plug were loose there would be plenty of evidence of this. The [redacted]'s stated the oil pressure light flash on once for an extremely brief moment a couple of weeks before their vehicle would not start. the stated at that time they checked the oil level on the dipstick and the car was full of oil. The [redacted]'s stated the oil pressure light did not come on at any time immediately preceding the day the Soul would not start. If oil was leaking out of her vehicle and leaking to the point of causing engine failure, the oil would've reached a critically low level producing low oil pressure which would've engaged the engine management system to turn on the oil pressure light on the dash. The oil pressure warning light would stay on constantly under low pressure and then start flashing where there would be little to no oil pressure. Again, this did not occur according to Mrs. [redacted] and her husband. If there was catastrophic engine failure and a loose drain plug there would be significant oil on Mrs. [redacted]'s driveway and garage floor. There wasn't any drips noted by the [redacted]'s and this is where the Soul was described to be when it wouldn't start. The series of events and non events does not support the theory that the Garvey Nissan performed the oil change incorrectly and does not support the theory that we did not sufficiently tighten the oil pan drain plug. We are empathetic to Mrs. [redacted]'s cause and I have spoken to my Nissan Service Manager, our Kia Service Manager at Garvey Kia in Queensbury, NY, our Kia Factory Parts and Service manager and to the Service Manager at [redacted]. I have spoken to those individuals to get their thoughts to get a consensus of opinion. I did this with Mrs. [redacted]'s concerns in mind and put forth a sincere effort to find a cause conclusion that the drain plug was tightened properly here and there are no reasonable explanations for what has occurred. Respectfully Submitted [redacted]