Hair-Is-Ma Unisex Hair Designs Ltd.

Initial Business Response / [redacted] (1000, 5, 2016/04/18) */ We are sorry for [redacted] chrome coming off in our car washWe can assure you that our equipment is not capable of doing this to chrome that is properly secureWe know it's frustrating and disappointingIt's only reasonable to blame the location when it happensI can assure you that the only thing that touches vehicles at Drive & Shine is high pressure water at dense foam Regional Managers Response: I contacted her back and she never responded back to meI told her we would not pay for the piece and would not be responsible The claim that a perfectly intact factory piece of equipment was cleanly pulled from a vehicle without any defect or prexisting condition is not possible through our wash operationsWe were mistaken when we thought it was a non-factory piece of equipmentWe see this occur often with non-factory chrome pieces that are poorly installed and lack the proper adhesionThis was the most logical explanation until we were able to find that in fact it was a factory pieceWithout having any defects to our equipment and successfully washing thousands of cars prior to and following Ms [redacted] 's CadillacThe only logical explanation is that this piece was defective and lost adhesion to hold it securely to the front grill of her vehicleIf properly secured it is impossible for our equipment to pull the piece from the vehicleWe successfully have washed factory trim pieces for years as #in our industry without damageThis was our response to Ms [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/04/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had visited that drive and shine location since September of if it was a factory defect, the chrome would have come off before the February dateI went immediately to the car dealer and they reviewed the piece of chrome that was ripped off the front of the car and they said it was definitely the car washes problemAlso, they have a sign posted not responsible for non factory parts not factory partsI also had dealt not only with the regional manager but also the corporate officeThey need to own up to the fact that their carwash was at fault

Initial Business Response /* (1000, 5, 2016/04/18) */
We are sorry for [redacted] chrome coming off in our car wash. We can assure you that our equipment is not capable of doing this to chrome that is properly secure. We know it's frustrating and disappointing. It's only reasonable to blame...

the location when it happens. I can assure you that the only thing that touches vehicles at Drive & Shine is high pressure water at dense foam.
Regional Managers Response:
I contacted her back and she never responded back to me. I told her we would not pay for the piece and would not be responsible.
The claim that a perfectly intact factory piece of equipment was cleanly pulled from a vehicle without any defect or prexisting condition is not possible through our wash operations. We were mistaken when we thought it was a non-factory piece of equipment. We see this occur often with non-factory chrome pieces that are poorly installed and lack the proper adhesion. This was the most logical explanation until we were able to find that in fact it was a factory piece. Without having any defects to our equipment and successfully washing thousands of cars prior to and following Ms [redacted]'s Cadillac. The only logical explanation is that this piece was defective and lost adhesion to hold it securely to the front grill of her vehicle. If properly secured it is impossible for our equipment to pull the piece from the vehicle. We successfully have washed factory trim pieces for 17 years as #1 in our industry without damage. This was our response to Ms. [redacted].
Initial Consumer Rebuttal /* (3000, 7, 2016/04/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had visited that drive and shine location since September of 2015. if it was a factory defect, the chrome would have come off before the February date. I went immediately to the car dealer and they reviewed the piece of chrome that was ripped off the front of the car and they said it was definitely the car washes problem. Also, they have a sign posted not responsible for non factory parts not factory parts. I also had dealt not only with the regional manager but also the corporate office. They need to own up to the fact that their carwash was at fault.

Initial Business Response /* (1000, 5, 2015/09/18) */
Contact Name and Title: Sherry [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@driveandshine.com
[redacted] Engine claim 09/03/2015
Statement Joe [redacted] Drive & Shine, Inc.
09/10/2015
I received a phone call today in...

the afternoon from [redacted] stating his engine was knocking an hour after he had his oil change by Drive & Shine was I aware of the situation; responded with I was briefed on the situation. He asked me what the next step was from here since his last oil change was done by Drive & Shine. I asked him if there was any issues with the drain plug or oil filter he stated "no." My next statement was we always verify oil level with 2 people one being our technician and the other being customer; did he show you the oil level after he added oil his response was "yes it was wet." Okay, so you saw that you had oil in the engine before you left and that there were no issues with drain plug and/or filter. Then I am sorry sir we have no wrong doing we cannot be responsible for the engine. He asked if he could now talk to our insurance company because this is why you have insurance. I responded in this matter we are self insured and insurance companies don't just pay for things they have a team that investigate if this is applicable to their liabilities. He continued with isn't there a form to fill out so they can get a hold of me. Dennis our Lube Manager of Schererville Indiana, filled out our damage report form with [redacted] and faxed to me the document, quote from engine, and copy of his receipt with us. I called Bigdogs Custom and Collision where the vehicle had been towed, they answered the phone as "hello" I asked if this was Bigdogs Custom and Collision, he stated it is and I asked to speak with the technician about the 2007 Chevrolet Impala and he stated his name and said he was the owner and the person that worked on the vehicle, I asked his name again and I still didn't understand it so proceeded with my name and position all I was doing was obtaining information. So tell me what happened? "Car was towed at about 11:30 at night to my shop they didn't look at it that night because it was late and didn't look at it all weekend, after labor day weekend (Tuesday) they (him and [redacted]) look at the vehicle by starting it and notice still knocking shut it off immediately. No oil on the ground at all and that the oil filter and drain plug are nice and tight and snug. No drips nothing they fine. Low oil barely any oil on the stick at all I informed him that doesn't mean no oil just means that it is a quart low usually. He told me it had two quarts in the engine that the guy just didn't put all the oil in it. I asked him if they did a compression test on the cylinder or a pressure test on the cooling system. His response was no they don't have anything to do with it. I said okay, well if it's low on oil and [redacted] verified that his oil dip stick was wet it had to go somewhere. He then stated that there wasn't anything wrong because they just work on it two weeks prior by changing an alternator on it for him. I asked him how he knows [redacted] and he said well I just work on his car for him. I asked how long [redacted] has owned the car he said I worked on his other cars too.
OFFER:
We do not take any responsibility for Mr. [redacted] vehicle.

Initial Business Response /* (1000, 5, 2017/09/22) */
I did speak with her before [redacted] and listened to her in length about the situation I did feel bad for her but told her I was going to need some information to get her claim further along I asked for 1. Name of the Mechanic at the dealership...

that she took it to that said we did something wrong.
2. Her history of the other oil changes she has done.
3. Offered her to look of the oil change so she could see that procedures were followed correctly. That we put the correct amount of oil in the vehicle she could see that plug and filter were tightened so she could gain confidence in what we did.
She never gave me the information nor wanted to comply. She kept asking for me to give her an explanation of how the engine could fail with roughly 100,000 miles. I couldn't give her a good enough explanation without having the information requested. Potential issues for premature engine failure were going to far on oil changes, running oil too low, not using recommended oils, or just natural failure of an engine. Her particular vehicles are known issues with those amount of miles. That doesn't mean that it is a guarantee it will fail but have a higher probability than most. She didn't like my explanations and then lost service call was dropped and that is when she spoke with [redacted].
This is a customer that [redacted] and I both tried to help. In a nut shell she had a oil change with us and then her engine blew a few weeks later. After going to a dealership she was told by them that it must have been something to do with the services we performed and so she has taken that as the gospel truth and despite all of our video review and explanations she does not believe that it was not our fault. There is nothing she can provide that says this was the fault of DNS. [redacted] and I both feel for her and her situation but we are not at fault and she does not have the funds to pay for a new engine so she is trying to find fault somewhere instead of realizing she just got a bad engine and it wasn't anyone's fault. Hope this helps and if I can be of anymore help please let me know. [redacted] should have some pretty good info on this as well.

Initial Consumer Rebuttal /* (3000, 7, 2017/09/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all I told both [redacted] and [redacted] where the car was towed, and the name and telephone number. [redacted] at Gurley Leep in the service department was even given [redacted] and [redacted]'s name by me and was told they would be calling and possibly coming to look at car. Neither [redacted] or [redacted] made the phone call or went to look at car.
Second, [redacted] stated it was "possible" to look at service tape "if" it was available. I was NEVER offered to "view" this tape that statement is FALSE. I was never even told that the "tape" with my DOS was still available.
Third, providing records of service is not nor ever has been an issue....Drive and Shine is the one who stopped returning my phone calls.
Fourth, the mechanic from Gurley Leep when asked if just changing the turbo was an option to save money and get my car back to me stated the reason the turbo blew was because the engine had 2 quarts of oil. Not the 4.5 quarts required by manufacture. There is no way the car lost over 2 quarts of oil in 14 days when there were NO leaks. Drive and Shine failed to put ENOUGH OIL back in the engine causing the turbo failure in turn causing the engine failure.
Fifth, I was shown a filter prior to oil change and given a recommendation of an "engine flush and clean". While I was discussing this option with my mother, Drive and Shine went ahead and changed the oil stating " because I didn't get an answer on the engine flush and I'm not pushy, we just changed the oil". I was never shown oil condition after and I said wait we want the engine cleaned and flushed. They went ahead and did it? My theory is something went wrong between the "first oil change, the flush and clean, and the second input of oil." What I have no idea perhaps they didn't drain first oil, flush clean and put in new, they left the cleaner in thinking it was oil this could explain why I only had 2 quarts instead of 4.3 at the time the engine failed.
Sixth, [redacted] nor [redacted] are Certified Nissan mechanics and cannot speak on the vitality of the engine or the turbo so stating "these cars are known for this failure" is uncalled for. Nissan themselves after several phone calls did not have any reported failures or recalls on my car. Nissan themselves stated the engine failure was directly related to the turbo failure which happened because of Drive and Shines negligence on not putting enough oil BACK IN MY CAR.
Final Business Response /* (4000, 9, 2017/10/04) */
Drive & Shine serviced your 2013 Nissan Juke on 6/27/17 at 106,983 miles.
20 days later you state your vehicle stalled and would not start.
Our records show a previous oil change on your Nissan was 6/26/15 at 57,157 miles - 49,826 miles in two years.
You may have Gurly Leep and/or Nissan contact me directly to explain to us how Drive & Shine caused your engine problem.
In addition, we have video of your oil change and most of your communication with Drive & Shine recorded.
You may contact me directly if you would like to view the video of your oil change.
We are sorry this has happened to you and want to give you all information to show that we could not be responsible for your engine failure.
Drive & Shine Corporate
[redacted]@driveandshine.com
Final Consumer Response /* (4200, 11, 2017/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want to view the tapes and listen to recorded conversation with technician. My vehicle was serviced by a competitor in December of 2015 a competitor in June of 2016 and again in December of 2016. The mileage on my vehicle is irrelevant to the issue at hand. The fact remains a certified technician looked at my car, determined the turbo failed causing the engine to seize and causing the "stalling" which I never said. All my conversations have stated the engine seized or locked up. Gurley Leep stated they drained engine oil and kept it to PROVE there was metal in my oil and only 2 quarts of oil. No leaks of oil anywhere so Drive and Shine please explain to me how MYcar ONLY had two quarts of oil and YOUR mechanics were the LAST people to touch my car. Gurley Leep stated your negligence and failure to fill my car with adequate oil resulted in the turbo malfunctioning which in turn resulted in the engine seizing. My position still stands. I want Drive and Shine to reimburse me the value of my car at the time it seized PLUS the cost of their repairs. Approximately [redacted] the car is now in possession of the bank since Drive and Shine took so long and drug their feet. I can be contacted at XXX-XXX-XXXX to schedule a time to view the audio and video surveillance. Which by the way by law I have to be notified that I was being video taped and I was not notified nor did I see any signs at the location to that effect.