Grease Monkey

We serviced this [redacted] for [redacted] on 7/6/17. I have attached a copy of the original invoice. The vehicle had 248,245 miles on it at the time of service. We performed a Full-Service Oil change using 4.2 quarts of [redacted] conventional oil. On 7/31/17 Ms. [redacted] called...

to report that her engine had seized. On 8/1/17 our center manager [redacted] went to the location of the vehicle to inspect it. [redacted] noted that upon inspection he found there to be a small amount of oil on the bottom of the dipstick when he checked so it is not certain how much oil was still in the vehicle. He also noted that the oil filter and oil plug were tight. He did notice that there was oil on the bottom of the vehicle and that the battery was taken out of the car. Ms. [redacted] informed [redacted] that she had bought the car a few days before she brought it in for the oil change. She also mentioned that she had noticed the oil light flashing but did not do anything about it. She said that the vehicle ended up dying out while driving about a week after the oil change. [redacted] informed her of what our warranty covers and she said she wanted to talk to someone above him. I was told by [redacted] that Ms. [redacted] wanted to talk to the owner so I called her on 8/2/17. She explained to me that she was not happy that the oil leaks on the vehicle were not noted on the invoice and that she wouldn’t have drove the car if it was noted. I explained to her all that [redacted] reported to me about when he went to inspect the vehicle. I asked which shop had diagnosed the “seized engine”. She said that it was a friend of a friend who had looked at the car and diagnosed it. I also asked her why the battery was removed and she said because they had thought it needed to be replaced for some reason. I also asked why she continued driving the car when she saw the “oil light flashing”. She said because it was an old car and she thought that it was not important. This flashing oil light is a malfunction indicator light that is designed to let the driver know about a loss in oil pressure which means the oil level should be checked immediately. I explained to the customer what our warranty covers and why we could not accept responsibility for the problems that her vehicle has experienced. I let her know that as a courtesy we will inform a customer of things that they might want to keep an eye on if we notice it during our visual inspection but we do not guarantee that we will note all safety repairs needed or that all defective parts will be identified by our personnel’s visual inspection. She did not want to hear what I had to say and informed me that she would be contacting the Revdex.com and a lawyer.We can’t take responsibility for a preexisting leak on this vehicle. The vehicle was purchased 3 days before she brought it in for an oil change that the seller told her it needed as soon as it was purchased. We do not know the history of this vehicle or if the previous owner knew of any existing problems. The vehicle had 248,245 miles on it which is very high. If she purchased the vehicle 3 days earlier without having an inspection she may not have exercised her due diligence in purchasing the vehicle. The customer also had the responsibility of pulling over and checking the oil level when she saw the “oil light flashing”. By her disregarding the malfunction indicator light and continue driving she put the vehicle in jeopardy. It was 25 days after our service that we were notified of the problem with the vehicle. It was obvious that the battery had been removed and we do not know if anything else had been done to the vehicle since our service. Ms. [redacted] informed me that she would take it into a shop to have it properly diagnosed but we have not seen any documentation on it yet. We strive to do our service as thorough as possible each time. We do not imply that we will note every preexisting condition on each vehicle but we do guarantee that everything that is noted on our checklist will be checked or filled and that every plug or filter that we touch is tightened and put back properly. If there is anything else that I can address please contact me.

The complaint has been taken care of. As of 29 Feb 16 the customer and Washpointe agreed to meet in the middle and half the expenses.Thank you.Alexis C[redacted]Asst. Manager

Complaint: 11405613
I am rejecting this response because:If the employee decided to pocket the money and steal, then did my original radiator have a leak as the employee stated and need to be replaced? I had the radiator replaced based on the expertise and advice of this employee. If my original radiator did not need replacing I would not have decided to go with the discounted deal given to me by the employee and therefore would not have paid the $250 to have it replaced. Since the employee could not be trusted to conduct business on behalf of the owner how can we determine if the recommendations of service the employee was doing were actually warranted and needed? Also the transmission service conducted was on a manual transmission which would be less expensive than a automatic. Furthermore, in the invoice sent the radiator fluid check is listed as good, again why would I need to replace a radiator?
Sincerely,
[redacted]

Hello [redacted], I apologize for dropping the ball and not getting back to you. The day after our past communication I was hit in the chest with a golf ball and cracked my sternum. I was out of work for a week, and missed this when catching up. I verified your vehicle was done properly but have not looked at the video for your husbans vehicle yet but am going to mail a refund for his car. Can I verify his 1st name [redacted] and you are in [redacted]. I appreciate you contacting me before filing a complaint with the Revdex.com.

We do not dispute that a faulty oil filter was installed on this automobile. The faulty filter was sent to[redacted] on 9-4-2015 and due to the Labor Day holiday was received by [redacted] on 9-8-2015. We examined and took pictures is filter before sending it to [redacted] and found a faulty gasket.. We...

have saved this evidence. The manufacture of this filter is wholly responsible for the failure of this motor and we have every intention of helping this customer gain satisfaction from the Distributor to have their car repaired. We will not be responsible for any repair, rental car or lost wages but will continue to follow through with [redacted] to make sure this problem is resolved.  Shawn (Owner)

I don't have the specifics to the original visit, because the employee is no longer with us.  The radiator is marked good, because it was replaced, the part that reports to Carfax will show radiator replaced.  As far as the radiator leaking or not, I saw the old radiator and saw that there was a leak (crack in it, which we would than recommend replacing it)  It is well with in reason for a vehicle with 150,000 miles on it.  The automatic vs the manual is a difference in price, I did not know it was a manual, that doesn't really affect the invoice I was trying to create to reflect the $400 paid for the services.  We had an employee steal from us, we had no paperwork to fall back on, through research from our parts store, we found that a radiator was purchased for the vehicle.  Services were verified that they were completed, I apologize for the inconvenience Mr. [redacted] went through, but I assure everyone the services were performed.Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: [redacted] indicated he would review only the most recent visits to Grease Monkey. This has been an on-going thing, which has spanned over many months, up to a year. Also, I would not like to see anyone get fired. I think this may be a training opportunity for the employees involved. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will continue to stay in contact with Sunset Memorial as they have agreed to do so as well until delivery/placement of the memorial.  Thank you all for your assistance.
Regards,
[redacted]

Hello [redacted],I am the general manager of the Grease aMonkey and your satisfaction is my guarantee. We do have cameras in our location. I will look up your name and vehicles to watch the last service on your family vehicles and review the security cameras. If we did not preform services paid...

for I will refund your service and promptly terminate the employee involved. As a small business person and a member of this community I value every customer and will make sure we provide services paid for. If you ever have an issue please contact me so I can insure we address all of your concerns.Thanks, [redacted]

Dear Revdex.com, We at Auto Depot of Roseville truly understand the stress and difficulty that comes with buying a used car and we have placed a system to make sure that all of our customers understand the risks associated with this process. All of our customers are encouraged to take any vehicle to their...

own mechanic for further inspection prior to purchasing the car. This is done to eliminate any bias regarding the condition of the vehicle. All of our cars have successfully passed a CA smog certification before being placed for sale on our lot. This was no different with the 2005 Chevrolet Suburban in question. We encourage our customers to partake in this 3rd party inspection as described especially for vehicles older than 10 years and/or with 150,000 miles or more; the Suburban is 12 years old and had over 180,000 miles at the time of purchase. This was no different with Mr. K. We recommended to Mr. K to take the vehicle to any mechanic/shop of his choice before purchasing the vehicle; he decided after the test drive that he did not need to do that with the vehicle. Mr. K chose to not take the vehicle to his own mechanic shop for further inspection. Furthermore, I have attached a series of documents showing that he understood the contract that he signed and that he was purchasing this vehicle “As-Is,” that “the entire risk as to the quality or performance of this Vehicle is with the buyer,” and “should the vehicle prove to be defective following buyer’s purchase, the buyer, and not the dealer, assumed the entire costs of all necessary services or repairs.” It is also important to note that the entirety of this sale was conducted in English. Despite all of this, the buyer still had the option of obtaining a contract cancelation option for $150.00 where the buyer would be able to drive the vehicle for up to 250 miles and return the vehicle for any reason whatsoever with no questions asked. Mr. K signed to declined this option and thus gave up the right to cancel the purchase of this vehicle. It is also important to note that this vehicle was purchased in the state of California where “there is no cooling-off period” unless the buyer obtains the contract cancelation option as explained above; again, Mr. K did not obtain the contract cancelation option. The nature of this business and the product that customers are purchasing (a used vehicle) makes it impossible for any dealer to assume all responsibility on every car for every check-engine light and/or problem that occurs after a buyer purchases it. Yet I do not wish this on any of my customers, and I take it upon myself to make sure that the each and every single one of my customers understand the entirety of the contract without any doubt or confusion. I can confidently say that Mr. K fully understood the entirety of the contract at the time of purchase. Mr. K knew that he was buying a used vehicle that is over ten years old and has more than 180,000 original miles for “AS-IS” and that any problem that occurs to the vehicle after purchasing it is the sole responsibility of the buyer, and not the dealer. Again, this is why I give all of my potential customers an opportunity to take the vehicle to ANY mechanic of their choice for further inspection in order to gain the peace of mind. Furthermore, Mr. K bought a third-party warranty from us in which the contract states that “this contract is between A.U.L Corp [administrator]” and YOU [the buyer]. All of the parts covered under the purchased warranty are outlined in “Section 7. What is covered by this vehicle service contract,” as it was signed and dated by Mr. K. I apologize for the inconvenience that the Suburban has caused Mr. K, I must however insist that we at Auto Depot did everything we could to make sure that Mr. K understood the risks associated with buying a used car As-Is and the contract that he was signing. For the record, these are the two emails I received from Mr. K. “just a heads up being a STATE REP. for [redacted] I know a lot of influential people and a good pastor friend of mine at [redacted] has set up an interview with c[redacted] news so you can get the publicity you deserve and you still will be hearing from my lawyer.” “so you wont return my texts or calls about the complete heap of st you sold me and the warranty that's not worth the paper its printed on there a is special place in Hell for liars like you but in the meantime you will be hearing from my lawyers” Again, I can understand Mr. K frustration, but at the same time, I do not appreciate nor tolerate threats and false claims of calling me a liar. I have been 100% honest and truthful with not only Mr. K, but also throughout this entire email. I hope this helps to resolve this case as we at Auto Depot of Roseville have always pride ourselves in working incredibly hard to provide the best customer service to all of our customers. This is evident through both our past record of zero complaints with Revdex.com, and our [redacted] Reviews. We thank you for your time and hope that this information helps resolve the case at hand.

I emailed [redacted] this morning asking for his license plate # and the address of the location he visited. I went through my computer and was unable to find [redacted] in my computer system. I also went through the invoices for 6/19 and was unable to find a [redacted] serviced that day....

I believe he may have the wrong service center. [redacted] [redacted] [redacted] [redacted] [redacted] [redacted]

To whom it may concern:I was paid per the contract. The contract did not include stump removal or removal of fence posts.I planted the trees at no charge to the client in the place that they asked me to plant them. I also gave them my exact cost on trees.As per this complaint, the work on my...

contract was 100% completed.Please feel free to contact me with any further questions.Thank you[redacted]North Coast Arborist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint...

resolved. In regards to my complaint, [redacted] of North Coast Arborist came out and finally competed the job after submitting the complaint. She also refunded me some of my money. I still want other consumers to be aware of her tactics as I believe she only returned due to this complaint.  
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The funeral home finally told me last week they had overlooked ordering my mom's headstone 5 months ago. They said now it will be...

in within 3 months to stall. I'll be satisfied when I see that happen. Just wanted to give you an update.    [redacted]

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

To Whom it may concern,
The problem with engine noise after the Serpentine belt was replaced was first investigated to make...

sure we had installed everything properly. After determining the Serpentine belt was properly installed, the technician hooked up the diagnostic scanner to the car. After reading the results of the scan it was thought the ignition coil was the problem. So the technician tried the new ignition coil thinking it would resolve the problem with the noise and the rough running problem. After installing the new ignition coil it was determined the ignition coil was not the culprit of the problem. The situation involving the 2001 [redacted] was incorrectly diagnosed in regards to the ignition coil and that is why we did not charge for the repair. When the ignition coil did not resolve the issue the technician investigated further and found the oil filter completely covered in sludge and metal shavings from the inside of the motor. The technician then replaced the oil filter to check to make sure the clogged oil filter wasn’t the only problem causing the car run poorly. After replacing the filter and topping off the oil ( at no charge to the customer) the problem remained. Based off the information we had collected we determined that the proper steps to resolve the issue was to replace the motor. We still have the oil filter that we removed from the car. We believe there is nothing we could have done to prevent this problem from occurring.  We believe we tried everything in our control to rectify the problem for the customer. We will agree to refund the charge of $151.89 to the customer. I need the customer to contact us to finalize the refund.

To Whom it may concern,The problem with engine noise after the Serpentine belt was replaced was first investigated to make sure we had installed everything properly. After determining the Serpentine belt was properly installed, the technician hooked up the diagnostic scanner to the car. After...

reading the results of the scan it was thought the ignition coil was the problem. So the technician tried the new ignition coil thinking it would resolve the problem with the noise and the rough running problem. After installing the new ignition coil it was determined the ignition coil was not the culprit of the problem. The situation involving the 2001 [redacted] was incorrectly diagnosed in regards to the ignition coil and that is why we did not charge for the repair. When the ignition coil did not resolve the issue the technician investigated further and found the oil filter completely covered in sludge and metal shavings from the inside of the motor. The technician then replaced the oil filter to check to make sure the clogged oil filter wasn’t the only problem causing the car run poorly. After replacing the filter and topping off the oil ( at no charge to the customer) the problem remained. Based off the information we had collected we determined that the proper steps to resolve the issue was to replace the motor. We still have the oil filter that we removed from the car. We believe there is nothing we could have done to prevent this problem from occurring.  We believe we tried everything in our control to rectify the problem for the customer. We will agree to refund the charge of $151.89 to the customer. I need the customer to contact us to finalize the refund.

Mr. [redacted] came to us in July 2015 and received an oil change.  He returned in December, after going elsewhere for service, and stated that the other service provider said we damaged his oil pan.  There was no problem until he went to the other provider.We installed a new oil plug for...

Mr. [redacted] and tightened it to the proper torque specification.  We installed and replaced the plug 3 times to insure that it continued to torque to the proper specification.  We then filled it with the proper oil and checked for leaks.  We ran the vehicle for approximately 20 minutes and there were no leaks.  This is the first we have heard of any leak.  If Mr. [redacted] would like to return, we will look at it for him at no charge.  If the oil pan needs to be replaced, we can discuss that with Mr. [redacted].  In his complaint he mentioned a $1000.00 replacement cost.  I don't know where Mr. [redacted] got that information, but it is an unreasonable number.  I believe that a pan can be sourced for about $40-$50.  As mentioned previously, we would be happy to discuss this with Mr. [redacted] and attempt to reach a fair and equitable resolution with him, if a pan is needed.

Revdex.com:At this time, I have not been contacted by Diamond Auto Body & Glass, Inc. regarding complaint ID [redacted].Sincerely,
[redacted]

The Manager informed the customer that the oil pan drain plug was stripped upon arrival. Once the employees began servicing the vehicle for an oil change, the oil pan drain plug came out hard/rough, which indicates the oil pan threads were stripped prior to our employees servicing the...

customer's vehicle. This customer was a first time customer, so this would have been the first time we serviced his vehicle. The above information was noted on the invoice and the manager informed the customer in person as well. 'Oil pan leaks, drain plug out hard O.A. (On Arrival), oil pan thread damaged O.A., rec (recommend) new oil pan O.A. See attached. We did let the customer know that we could install a piggy back into the seal until he could have the oil pan looked at by a mechanic. We did install the piggy back into the seal at that time. We do not believe we are responsible for the customer having to replace his oil pan. We believe the oil pan drain plug issue stems from a previous oil change service at a different shop that does not belong to us.