Initial Business Response / [redacted] (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/ Statement Joe [redacted] Drive & Shine, Inc 09/10/ 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 situationHe asked me what the next step was from here since his last oil change was done by Drive & ShineI 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 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 filterThen I am sorry sir we have no wrong doing we cannot be responsible for the engineHe asked if he could now talk to our insurance company because this is why you have insuranceI 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 liabilitiesHe continued with isn't there a form to fill out so they can get a hold of meDennis 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 usI 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 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 informationSo tell me what happened? "Car was towed at about 11: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 immediatelyNo oil on the ground at all and that the oil filter and drain plug are nice and tight and snugNo drips nothing they fineLow 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 usuallyHe told me it had two quarts in the engine that the guy just didn't put all the oil in itI asked him if they did a compression test on the cylinder or a pressure test on the cooling systemHis response was no they don't have anything to do with itI said okay, well if it's low on oil and [redacted] verified that his oil dip stick was wet it had to go somewhereHe then stated that there wasn't anything wrong because they just work on it two weeks prior by changing an alternator on it for himI asked him how he knows [redacted] and he said well I just work on his car for himI 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 / [redacted] (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/ Statement Joe [redacted] Drive & Shine, Inc 09/10/ 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 situationHe asked me what the next step was from here since his last oil change was done by Drive & ShineI 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 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 filterThen I am sorry sir we have no wrong doing we cannot be responsible for the engineHe asked if he could now talk to our insurance company because this is why you have insuranceI 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 liabilitiesHe continued with isn't there a form to fill out so they can get a hold of meDennis 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 usI 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 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 informationSo tell me what happened? "Car was towed at about 11: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 immediatelyNo oil on the ground at all and that the oil filter and drain plug are nice and tight and snugNo drips nothing they fineLow 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 usuallyHe told me it had two quarts in the engine that the guy just didn't put all the oil in itI asked him if they did a compression test on the cylinder or a pressure test on the cooling systemHis response was no they don't have anything to do with itI said okay, well if it's low on oil and [redacted] verified that his oil dip stick was wet it had to go somewhereHe then stated that there wasn't anything wrong because they just work on it two weeks prior by changing an alternator on it for himI asked him how he knows [redacted] and he said well I just work on his car for himI 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