Grease Monkey

*** *** came in on 3/11/for a fulls service oil changeHe came back in about days later and informed the *** *** *** *** of a leakAfter inspecting the vehicle *** did find that it was leaking from the oil drain plug*** then removed the drain plug and
discovered that the drain plug was wore out and did need replacing*** proceeded, cleaned out the threads on the oil pan and replaced the old plug with a new ** OEM drain plug with a new gasketHe threaded the new plug in and out of the oil pan to clean up any debris that might be in there along with checking to make sure the threads were going to be ok with the new drain plugHe threaded the new plug in by hand and the oil pan accepted the new plug freely*** had no problems with this and went ahead used a torque wrench to tighten the drain plug down to the foot pounds that this Suburban calls forPressure tested the vehicle and had no problems or leaks*** even let the vehicle sit there for an extra minutes with the engine off to insure that the vehicle would not leak after all of the oil was back down in the panHe still found no leaks and informed *** *** that the problem had been fixed and assured him that the vehicle was not leaking*** *** immediately left our facility and went to his friend's shop and pulled the drain plug again to drain all the oil out and look at the threadsSome days later *** *** came back to our facility and told us what he done at the other shop and claimed that we put some "over-sized" drain plug back in the vehicle which damaged the oil pan and needed to be replacedThere is NO truth to this whatsoever as we know we used the EXACT new drain plug that this vehicle calls forLater that day after I was informed of the situation gave *** *** a call and let him know that if he was concerned about this to bring the vehicle back to me, we could inspect the oil pan together, if any threads on the oil pan were damaged I would be happy to completely re-thread the oil pan back to brand new, and if for any reason that did not fix the problem or it looked like it might be best to replace the oil pan, we would certainly do that for himHe said he would think about it over the weekend and get back to me on MondayHe then hung up the phone with me and called Grease Monkey International to inform them that he spoke to me and I was unwilling to help him solve this problem and he didn't want to deal with me anymore, just have me pay for the other shop to replace his oil panI was informed of the call and called *** *** and asked him if he wanted to speak with me about this again and he accepted my callI once again told him that I would make this right by him and make sure this problem was fixed correctly and that he could even be there with us while performing the work to make sure we both agreed that the truck was back to 100%He then told me he would think about it once again and get back to me Now, he never got back to me again and just contacted you at the Revdex.com to file a complaintI have offered over and over again to make this right by *** *** but he has refused and been completely ridiculous about this situationI can not do anything more for this man and at this point I am tired of trying as I am to busy to keep replying to the same issue over and over and he will not accept a perfect solution to his problemThis vehicle left our facility with a brand new correct drain plug, no damage to the pan, and HE Chose to take this to another shop and alter our workmanshipHe has refused for me to touch the vehicle since the time that another shop has performed work on it, so I have to consider this as him voiding his warranty with us, and will not respond to any more of his complaints Thank you for your time with this matter, *** ***

On March 29th Grease monkey performed a routine oil change on my Honda Passport SUV and replaced the oil filter with part number LAfter THREE WEEKS of standard driving for this vehicle, on April 19th 2016, the oil light came on suddenly, then immediately the engine lost power and began making a harsh banging and knocking soundWe had our vehicle towed home and eventually towed to Honda of FifeDuring the time it was at our home (April 19-22) we reached out to Grease MonkeyThey sent out people to look at the Passport, a technician and the owner's son ( so the manager claimed to be)Grease monkey insisted to my husband that they use the same oil filter for every Honda they service and that there was no way this filter could have caused any damageMy husband inquired with both AutoZone and O'Reiley's as to this part, both verified that it was indeed NOT THE CORRECT PART for this engine and that the use of this part could lead to destruction of our engineThe idea

I took my car into Grease Monkey for a simple oil changeWhen changing the oil they put the oil plug back in, but did not screw it in and tighten it as requiredLater as I was driving my car the oil plug fell out because it had not been screwed in causing all of the oil to come out of my car and my engine to seize and leave me stranded in the middle of the roadI called a tow truck and had the car towed to a car repair shop, *** *** ***They informed me that the drain plug coming out had destroyed my engine and it would need to be replacedThey also told me that there was no damage to the area, the drain plug had simply fallen out and that this never happens if the drain plug was put in properlyI contacted Grease Monkey and told them what had happenedThey sent someone out to look at the car and reviewed video of their technician working on my car and agreed that it was their faultThey agreed to replace the engine and did soThey also told me they would reimburse me

I have been a customer with this Grease Monkey location for two years, I have had two incidence of damge in that timeThe first involved someone leaving the dipstick out and slamming the hood on it, the second incident involved a much greater catastrophic failureA technician at this location severed the oil filter gasket, causing a failure of the lubrication system and $dollars in damage to my engineI am presently gathering all the information from a repair shop and will be contacting their offices within the following week
CAVEAT EMPTOR!!

I have spoke with Mrs, ***Her vehicle was not serviced at this locationI did provide the owners name of the of the shop where her car was serviced when I called her

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory with regards to there proposed assistence as long as it includes the gathering of my list wages and reimbursement of money paid to *** for the rental vehicle I was forced to pay for.Sincerely, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
PLEASE MAIL CHECK TO:*** *** *** *** *** ***
*** ** *** Upon receiving check this complaint may be closed. Until then remain Open
Sincerely,
*** ***

Initial Business Response /* (1000, 9, 2015/11/01) */
Over weeks elapsed before customer contacted us about the alleged problem he states started "the next morning"Why wait so long to "complain"? If it really "just started" he would have called sooner
As of 10/5/(days after
service) when customer called he stated he was still driving the vehicle, the oil level was fine, he said he checked it, because he stated he used to be a mechanic and did all his own oil changes, and that he wasn't stupidCustomer also stated that he drove to Pueblo and back that weekendHe told me he had already driven it miles or so in only two weeks
Customer told me he took it to two other shops for diagnosis before the oil changeThis indicated to me he already knew he had some sort of pre-existing problemHe even stated that his mechanic at Finish Line up the street told him to bring it to us to get the oil changed then they would look at it later, now when he took it back they won't because we worked on it(Last oil change was done there over a year ago, by his admission during our phone conversation)Customer has not regularly maintained his vehicle which would contribute to having problems
Who is ***? I gave him MY name and spelled it for him twice
I never said anything about oil being at faultI explained that since he brought his own oil and filter, there was no parts warranty from us! This is noted on his receiptHe already told me the oil level was full and the vehicle was running, therefore the service we provided was not an issueCustomer also refused to bring vehicle in for us to inspect, he just insisted we were going to buy him a new engineI had nothing further to discuss with himIf he thought the oil caused a problem, he needed to take that up with whoever he got his oil from
At this point customer wanted to talk to my bossWhen I told him I was the boss, he asked to talk to my manager, again I explained I was the managerI told him I would take his number and have the owner call himHe didn't seem to like that and continued to yell at me that we were going to buy him a new engineI HUNG UP ON HIM, because he was too busy cussing and screaming at me!
Contrary to his statement in complaint "When I called I was not accusing him of anything", he in fact did accuse us of messing his engine upFirst thing he said to me was "we owed him a new engine"He specifically told me he wanted us to replace his engine, because we did the oil change!
I was not rude to this customerHis attitude was belligerent and language was vulgarI do not put up with that kind of attitude from anyone!

Hello, I am writing this as my last responseI'm not sure what I'm supposed to write but my story is the same story I wrote to you before I do not have anything to add.Thank You***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it
before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Revdex.com:They did change the transmission filter that should have been changed in the first place,also they sent me to a different location then
originally went to,the manager there did not seem too happy but maybe my imagination ..so on that note I think I will go some where else for service on my cars
Sincerely,
*** ***

Went there for an oil change and discovered the next day they did not change the old filter out and replace with a new one Oil also showed dirty on my oil stick, after my oil change

Initial Business Response /* (1000, 10, 2015/09/21) */
I have left customer a message, customer has not called backThe situation is when the vehicle came in for service it had 125K miles plus on itThe engine was knocking and making odd noises at time of serviceThe service's we performed
had nothing to do with "valve springs" failing
Initial Consumer Rebuttal /* (3000, 12, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Someone called me, I was on my job, either way I called and talked with him, he told me that but isn't true they did two services on my car, oil change and Engine Flush, they never mention engine flush but for some reason, but I still have the invoice to prove it, I spoke with him at pm yesterday so I don't understand why they have this answer to youI need answers from them ASAP, this happened more that a month ago, and I need a car for my commute, obviously they say that they didn't nothing wrong, but I'm sure that something happened in their store, also Im going to attach the pic from invoice and I marked that "service" thank you
Final Business Response /* (4000, 16, 2015/09/23) */
Spoke with customer again, as of yesterday when I spoke with him I told him I would review are video tape of the oil changeI reviewed with manager presentWhat we found was at time of service the radiator reservoir and radiator was pretty much emptyWe added ducts of antifreeze in the systemWhen advised customer of the situation, he had stated to *** that the Jeep had been overheatingThis is typical of a valve spring failure, when a vehicle has been over heatingI spoke with *** first shop to look at it, I told them about the overheating issue and they agree, the valve springs probably failed due to thatThey also agreed that an oil change and an engine flush would have nothing to do with the valve springs
*** ***
Grease Monkey
XXX-XXX-XXXX
Final Consumer Response /* (4200, 18, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this, because is clearly that they are trying to evade his responsibility, he told me that my car had noises when I went at Grease Monkey, now they said that was damages previously, for me those are excuses unacceptable, I undestand that they're trying to finish this situation but isn't not the right way, I spoke with body shop guy where I dropped and he said that if they did something wrong with flush engine, that makes that spring valves were damage, obviously they don't say nothing about flush engine, until I showed invoice photo, and remarked that,

On 4-23-our shop assistant manager *** went to Ms*** house to check out the vehicle because she said it was making engine noise that it did not make before*** checked out the vehicle and found that the oil level was at the full line and there were no leaks coming from the oil plug
He did note that there was residual oil around the oil filter housing so he checked the filter inside and found that it was missing a gasket on the oil filterHe asked if she had added any oil and she said noHe put a new filter and gasket on the vehicle and asked her to bring it to the shop so we could get a closer look at the vehicleWhile at her house he was told that the vehicle recently had work done on the turbo and that she had not driven it very much latelyShe came to the shop on 4-25-and one of our technicians and our manager *** went for a test drive with her when she told them that it was making a noise that it never made beforeDuring the test drive they told her that although it was a little bit louder than a gas engine, it sounded for a diesel engine which we work on regularlyShe was not happy with the response so *** recommended her to take it to a diesel or ** mechanic to get another opinionShe was supposed to inform us of what was found by the other mechanic*** never heard from her again but within a couple days he received a call from *** *** who told him that they checked out the vehicle and found that there wasn't anything wrong with the vehicle that was caused by our service*** expected to hear from *** *** but never did so he figured she understood the findings by *** ***. As you can see by the attached invoice we used *** 5wsynthetic oil on her vehicle which is the correct oil for that vehicleIf there was a large amount of leakage from the oil filter housing after she left our shop the vehicle would not have driven very long and the oil would not have been on line when *** went to check the vehicle at her house on 4-23-The vehicle had 206,miles on it when we did the service on 4-18-17.After receiving this complaint *** talked to *** *** at *** *** again and he stated that they knew that the vehicle had significant repair done before our service and someone replaced the camshaft and left parts in the oil pan which would not have anything to do with our serviceHe also stated that she sold the vehicle sometime soon after they checked it outHe told us to have Revdex.com call him with any questions at ***This vehicle had a lot of different issues with it and *** *** as a third party confirmed that we had not done anything to harm the vehicle which is why we believed that she understood what was going on with her car and did not contact her again

To Whom it may concern, We received a phone call from the customer stating that his engine was running rough and knockingHe stated that he took it into a shop and have it inspected and they told him the wrong oil filter was put onto the vehicle and that he had no oil in the engine and to take
it back where he had the oil change servicedGarrett and I (Curtis M***) went to the customer’s house to inspect the vehicleThe customer’s main concern was that the oil filter used during the oil change was not the correct oil filter based upon the knowledge or Autozone, Wal Mart and the independent shop he took the vehicle to after the oil changeAdditionally, the customer said when he pulled the oil cap off of the motor, smoke was coming out of the oil cap areaUpon inspection we noticed: Tamper Seal was broken on the drain plugOil was qts low (qt system)Oil filter on base plate was L4612 There were no active leaks other than small oil on the rear portion of the oil pan gasket and a small transmission leakCustomer told us (to the best of his knowledge) the Tuesday preceeding our visit (Friday April 29th) which would put Tuesday on April 26th, the customer added qts of oil to vehicle. When we added 2.5qts of oil to fill the engine to read full on the dipstick, we started the vehicleThe engine ran extremely rough with loud knocking and ticking. While the vehicle ran, no oil was dripping out of the oil filter nor from the drain plug area. Phone Conversation with District Manager, Mark W*** I informed Mark of the customer’s concerns as well as the step by step procedure we took with inspecting the vehicle. For Mark, it was odd that oil was added Tuesday night and it was already 2.5qts low on Friday morningBecause the oil filter was not leaking nor the drain plug, we are baffled as to where the oil was going. Upon this inquiry, I was instructed to check the coolant for signs of head gasket issuesThe coolant looked and smelled “normal” to the best of my knowledge. I was instructed to look at the rear bumper for oil coming out of the tail pipe. I was instructed to pull the oil filter slightly off of the vehicle to determine if there was oil in the oil filterWhen I did so, oil dripped out of the oil filter onto the grass below the vehicle. Because the customer was so concerned with the oil filter, we matched up the oil filter with his Fram oil filter, and the gaskets lined up with one another perfectly, although the Fram oil filter would probably hold slightly more volume of oil. We informed the customer that if the oil filter was the wrong oil filter it would be leaking when we start the vehicle and allow it to run. We also informed the customer that we have cameras above and below the vehicles in order to review any service performed to determine the accuracy of the job completed. Mark called *** at 2:52pm on April 29, to discuss the issue and proper procedure moving forward. Additional Comments: The only two oddities we were perplexed by was the tamper seal being broken on the drain plug after the serviceWe will have to review cameras to validate this concern to ensure that tamper seal was applied after service was completed. Where did the oil go? We serviced the vehicle on March 29, 2016, and so it has been a month since our serviceIf the customer added qts of oil on April 26, 2016, why was it 2.5qts low on April 29, when the oil is not leaking from the drain plug or filter?
My name is Curtis M*** and I was one of the technicians that visited the _____ residence on April 29, after we received a call from ________with the complaint that his car would not run properly and he felt like the motor was defectiveHis primary complaint was that the oil filter we installed was the incorrect oil filter according to Honda specificationsUpon arrival, we did a series of inspections to determine to the best of our ability with the limited resources available to us, if there was anything that we could have done to result in engine failureI will include the account that I typed up that day of our interaction at the ________residency. The oil filter and the drain plug (point of contact that allows us to drain the old oil out of the vehicle) were both tight and no oil was leaking from either locationThe main concern we had of course was rectifying the situation if it was determined we made a mistake in servicing the vehicleUpon inspection, nothing could be determinedMr*** stated that he had to put oil in the car the Tuesday preceding the visitation on Friday April 29th, which would put that Tuesday on April 26thOn April 29th, the oil was quarts low, so the car had lost that much oil only three days after it was filled by Mr_________Again, the drain plug and oil filter, when we started the car, did not have oil coming out of them. The _________ family had their car towed to Honda of Fife for inspection and upon review, it was stated that the oil filter was the wrong oil filterIt was also stated that the cause for engine failure was not determinedI called Honda of Fife earlier today, June 2, when I received this notice in the mail and talked to the service manager, __________He stated on the phone that the reason the oil filter was designated incorrect on the work order was because when they called Autozone and Oreillys to verify the filter, they did not have the PurePro brand in their computer to cross referenceHe then stated that upon further inquiry after the service comment was made on the Honda invoice, it was determined the oil filter was indeed the correct application, and is willing to provide a written statement verifying his claim. In conclusion, we always want to hold ourselves accountable for mistakes made, as the core of our business is customer volume, not additional services performed on vehiclesHowever, without a proper diagnostic performed by a vehicle forensic specialist, there is no way to determine the cause of the engine failureIt is very unfortunate that this has to happen for the _________ family, but I believe you would understand why we would not pay for an engine repair or any other claim of the _________ family until cause of failure is determinedThe main argument from the ________family is the oil filter being incorrect, but as stated before, my conversation with Honda of Fife earlier today, June 2, 2016, the oil filter was correct. It is my hope that this resolution can come to pass, but without proper procedure moving forward, we cannot take responsibility for these claims. Sincerely, Curtis M***ManagerFederal Way Grease Monkey 253-874-

Complaint: ***
I am rejecting this response because: Grease Monkey caused me issues with my transmission by neglectfully flushing the transmission without my request to do soI went to Grease Monkey for an oil change and ended up with a transmission flushI ended up paying $to fix what they causedI have a notarized statement from a friend who heard the employees at Grease Monkey say it was their fault and they would take care of itThat did not happenI will never go to a Grease Monkey againI never would have thought so much could go so wrong by just wanting to get an oil changeUnbelievable
Sincerely,
*** ***

I was able to call the customer and we were able to resolve the issue

Complaint: 11405613
I am rejecting this response because:The radiator in question was never shown to me after replacement, and I am unfamiliar with the practices of shops and replaced parts, but it seems very unlikely a shop will keep a damaged part for over a week. The radiator was actually replace a little less than 10 years ago so the mileage on the vehicle is not an issue. I came into the store for services and to inspect a leak under the car. Interesting that they would find a leaking radiator but not what was the actual leak. I took my vehicle to another mechanic to repair the actual leaking items. By the time Mr. [redacted] and I made contact it was over three days past the event, then at least a couple more days to watch tapes and such. I actually walked by the store just yesterday 4/27 and the gentleman who took my money and wrote the receipt was still working at the store. The person who did the actual work, as you stated, was already leaving the store and moving out of the area soon. So did you actually review the tapes? Either way a customer contacted you to inform you of questionable practices and this is how the person is thanked. I am not asking for freebies or refunds of all the work performed, only the cost of the radiator and labor, due to the fact a leaking radiator would possibly cause a vehicle to overheat due to lack of coolant, this was not the case. I still question the reliance of an employee under your hire and willing to steal from you, if their recommendation can be trusted. My choice since as the owner you choose to stand behind the work performed is to decide not to do business  at this or any other Grease Monkey in the future, and inform others to do the same based on my experience.Thank you.   
Sincerely,
[redacted]

I'm response to the complaint, I need Mr. [redacted] license plate # to create the invoice so the service's done will report to Carfax.  I did review video tape, and the services were performed as stated, the employee that did the services decided to pocket the money and steal.  The...

employee has been dealt with and no longer works for us.  I will contact Mr. [redacted] directly for the information needed, and he can pick up the receipt at the store or I can mail to him.Sincerely,[redacted]Grease Monkey

Initial Business Response /* (1000, 6, 2015/12/03) */
We mailed a check, it was returned as undeliverable address. If you send a correct address I will reissue the check
Initial Consumer Rebuttal /* (2000, 8, 2015/12/04) */
(The consumer indicated he/she ACCEPTED the response from the...

business.)