Ms [redacted] Thank you for taking the time to forward the reply from Mr [redacted] I have read over his response and will respond to all his concerns First he is questioning about the low oil in the car when it was brought in Just because there is no oil on the dipstick there is still oil in the oil pan in Mr [redacted] s car we found quarts of oil when we drained it I’m not sure what reservoir he is talking about as there is not one for the oil so you have to actually drain it to check the amount left when it is off the dip stick As far as the service records go I have faxed over to your office a copy of all Mr [redacted] s service records over to you which backs up the mileage that the service were completed on and the mileage that he had gone over Next is the Acceptable oil consumption The oil changes are due every 5,miles however ever Manufacture has a acceptable usage for their engine Meaning some will use this amount of oil and some will not For Mr [redacted] car it is qt every 1,miles This would be the customer’s responsibility to check and top off as needed in-between oil changes While we feel for Mr [redacted] s the repair would still be at the customer cost but I will offer one last deal I will be more than happy to offer the used car department pricing which drops the Labor from an hour to a hour and parts to 20% over cost If he is interested please let me know Thank for you help Steven R [redacted] Service Director Kerry Mazda
Mr***
Thank you for bringing the complaint to our attention and
allowing us to clarify the issue. After
reading the complaint and looking into the matter we have found the following: Mr*** did bring his car into Kerry
Mazda on 05/15/2015. The concern
at that
time was a knocking noise from the lower part of the engine. When we got the car into the shop, we found
the car was quarts low on oil and had a piston knocking due to the lack of
oil. I have looked through all of Mr
***’s history, and see that he bought the car used, with approximately
45,miles on it. They have kept up
with most of their maintenance with us, but going over mileage on most of their
oil changes from a few hundred miles to 2,miles on their 65k service. We do not have record of the following
services ever being completed at 70k, 115k, and 120k. Also, with Mazda they have acceptable oil consumption
of quart of oil per 1,miles in which, the customer would need to check
the oil in between oil changes and top off as needed. The issue that Mr*** is referring to
with an oil change being done and then another being sold the next visit was actually
a transmission service. After his 90k
service was performed at 98,miles, the transmission fluid was replaced when
the car was back in at 99,The tech checked the transmission fluid and found
it was dark and made the mistake of not looking in the customer history and
tried to sell it. After this was found,
the fluid was replaced again at no cost to the customer. When the transmission service is performed,
it is drained and refilledDue to the refill, and not being flushed, there was
some fluid left in the transmission which turned it dark, so we corrected the
issue with the 2nd fluid replacement. So, after taking everything into
consideration; the missing oil changes, the car coming into the shop low on oil,
the customer not topping it off in-between oil changes, and the mileage on the
carWhile we do feel bad that Mr*** car needs a motor, we cannot take responsibility
for a mechanical failure that we did not cause.
We are willing to offer Mr*** a 20% discount on the repair but it
would be at his cost. If you have any
other questions or concerns, please feel free to let me know
Steven R***
Service Director
Kerry Mazda
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have reviewed the Kerry Mazda's responseI will address the problems in his statement in the order I have found them in the paragraphImmediately when I heard the knocking I checked my oil. The dipstick was bone dry, MrR***'s statement says it was quarts low on oilThat would mean there are still Quarts in the engine, which was not the case, I also checked the reservoir and there was nothing in it so I know for a fact It was lower than quarts. Addressing the service, I have always gotten the oil changes on time according to the mileage Kerry Mazda has instructed me to return to have it done again. Also as I said, I have had oil changes done at Valvoline after I was unsatisfied with Kerry Mazda's service. When I come in to get service done, the front desk person, who's name I will leave out. checks in the computer and informs me when other service is needed. I then have any other service done on it as soon as I am told. Mr. R***'s statement also says that they don't have record of services being completed at 70K, 115K, or 120KWhich I find amusing because when I had my oil changed in January, (the service this complaint is in reference to), I had specifically come in to not only get an oil change but to make sure I had to mileage services that I needed to have done, the same service man I always talk to said no, I didn't have anything I needed to get completed for awhile. I then asked him to make sure all the milestone services had been completed in the past and that I had not missed any, and me told me yes that everything that needed to be done has been completedRegarding "Mazda's acceptable oil consumption," MrR*** says that Quart of oil per miles is "Acceptable." Mazda Instructs me to get my oil changed every miles. Well which the "Acceptable consumption" that would mean I would burn through almost ALL quarts of oil between every single oil change, and MrR***'s claim is that "I had a knocking piston due to lack of oilwith quarts still in it." So apparently it is acceptable for my Mazda to burn through all of its oil before its next oil change? This information would have been nice to knowThis also doesn't change the fact that MrR*** fed me the line, that oil can be black immediately after an oil change, to try to get me to not pursue them, which is a complete lieRegarding the Transmission service, This is the same line the front desk guy gave me as soon as I brought up this problemSo you're trying to tell me that the front desk person, who has to look up my car every time I am in, can remember specifically a service he didn't do years prior? NOIll tell MrR*** the same thing I told himA transmission service may have been done, BUT he told me that the OIL was black, not anything about the transmission fluid being black. Either way, MrR*** said he "Tried to sell it," meaning that he tried to sell me a service that was not needed and you are acknowledging this? That is NOT how a business is runSo considering all of this AND the fact that I have checked the oil between oil changes, this shows me that Kerry Mazda is not honest about the service they are doing, or have done to my car. Kerry Mazda is responsible for the lack of service done to the carAs I said, I am having another company put a new engine in the carTheir screw up's are costing me $3000, and seeing as how they are offering me a 20% discount they are recognizing they messed up, and I think it is fair to reimburse me ATLEAST 20% of my cost of this repair
Regards,
*** ***
Ms. [redacted]
Thank you for taking the time to forward the reply from Mr.
[redacted]. I have read over his response and
will respond to all his concerns. First
he is questioning about the low oil in the car when it was brought in. Just because there is no oil on the dipstick
there is still oil in the oil pan in Mr. [redacted]s car we found 2 quarts of oil when we drained
it. I’m not sure what reservoir he is
talking about as there is not one for the oil so you have to actually drain it
to check the amount left when it is off the dip stick. As far as the service records go I have faxed
over to your office a copy of all Mr. [redacted]s service records over to you
which backs up the mileage that the service were completed on and the mileage that
he had gone over. Next is the Acceptable
oil consumption. The oil changes are due
every 5,000 miles however ever Manufacture has a acceptable usage for their
engine. Meaning some will use this
amount of oil and some will not. For Mr.
[redacted] car it is 1 qt every 1,200 miles.
This would be the customer’s responsibility to check and top off as
needed in-between oil changes. While we
feel for Mr. [redacted]s the repair would still be at the customer cost but I will
offer one last deal. I will be more than
happy to offer the used car department pricing which drops the Labor from 99.99
an hour to 80.00 a hour and parts to 20% over cost. If he is interested please let me know. Thank for you help
Ms [redacted] Thank you for taking the time to forward the reply from Mr [redacted] I have read over his response and will respond to all his concerns First he is questioning about the low oil in the car when it was brought in Just because there is no oil on the dipstick there is still oil in the oil pan in Mr [redacted] s car we found quarts of oil when we drained it I’m not sure what reservoir he is talking about as there is not one for the oil so you have to actually drain it to check the amount left when it is off the dip stick As far as the service records go I have faxed over to your office a copy of all Mr [redacted] s service records over to you which backs up the mileage that the service were completed on and the mileage that he had gone over Next is the Acceptable oil consumption The oil changes are due every 5,miles however ever Manufacture has a acceptable usage for their engine Meaning some will use this amount of oil and some will not For Mr [redacted] car it is qt every 1,miles This would be the customer’s responsibility to check and top off as needed in-between oil changes While we feel for Mr [redacted] s the repair would still be at the customer cost but I will offer one last deal I will be more than happy to offer the used car department pricing which drops the Labor from an hour to a hour and parts to 20% over cost If he is interested please let me know Thank for you help Steven R [redacted] Service Director Kerry Mazda
Mr***
Thank you for bringing the complaint to our attention and
allowing us to clarify the issue. After
reading the complaint and looking into the matter we have found the following: Mr*** did bring his car into Kerry
Mazda on 05/15/2015. The concern
at that
time was a knocking noise from the lower part of the engine. When we got the car into the shop, we found
the car was quarts low on oil and had a piston knocking due to the lack of
oil. I have looked through all of Mr
***’s history, and see that he bought the car used, with approximately
45,miles on it. They have kept up
with most of their maintenance with us, but going over mileage on most of their
oil changes from a few hundred miles to 2,miles on their 65k service. We do not have record of the following
services ever being completed at 70k, 115k, and 120k. Also, with Mazda they have acceptable oil consumption
of quart of oil per 1,miles in which, the customer would need to check
the oil in between oil changes and top off as needed. The issue that Mr*** is referring to
with an oil change being done and then another being sold the next visit was actually
a transmission service. After his 90k
service was performed at 98,miles, the transmission fluid was replaced when
the car was back in at 99,The tech checked the transmission fluid and found
it was dark and made the mistake of not looking in the customer history and
tried to sell it. After this was found,
the fluid was replaced again at no cost to the customer. When the transmission service is performed,
it is drained and refilledDue to the refill, and not being flushed, there was
some fluid left in the transmission which turned it dark, so we corrected the
issue with the 2nd fluid replacement. So, after taking everything into
consideration; the missing oil changes, the car coming into the shop low on oil,
the customer not topping it off in-between oil changes, and the mileage on the
carWhile we do feel bad that Mr*** car needs a motor, we cannot take responsibility
for a mechanical failure that we did not cause.
We are willing to offer Mr*** a 20% discount on the repair but it
would be at his cost. If you have any
other questions or concerns, please feel free to let me know
Steven R***
Service Director
Kerry Mazda
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have reviewed the Kerry Mazda's responseI will address the problems in his statement in the order I have found them in the paragraphImmediately when I heard the knocking I checked my oil. The dipstick was bone dry, MrR***'s statement says it was quarts low on oilThat would mean there are still Quarts in the engine, which was not the case, I also checked the reservoir and there was nothing in it so I know for a fact It was lower than quarts. Addressing the service, I have always gotten the oil changes on time according to the mileage Kerry Mazda has instructed me to return to have it done again. Also as I said, I have had oil changes done at Valvoline after I was unsatisfied with Kerry Mazda's service. When I come in to get service done, the front desk person, who's name I will leave out. checks in the computer and informs me when other service is needed. I then have any other service done on it as soon as I am told. Mr. R***'s statement also says that they don't have record of services being completed at 70K, 115K, or 120KWhich I find amusing because when I had my oil changed in January, (the service this complaint is in reference to), I had specifically come in to not only get an oil change but to make sure I had to mileage services that I needed to have done, the same service man I always talk to said no, I didn't have anything I needed to get completed for awhile. I then asked him to make sure all the milestone services had been completed in the past and that I had not missed any, and me told me yes that everything that needed to be done has been completedRegarding "Mazda's acceptable oil consumption," MrR*** says that Quart of oil per miles is "Acceptable." Mazda Instructs me to get my oil changed every miles. Well which the "Acceptable consumption" that would mean I would burn through almost ALL quarts of oil between every single oil change, and MrR***'s claim is that "I had a knocking piston due to lack of oilwith quarts still in it." So apparently it is acceptable for my Mazda to burn through all of its oil before its next oil change? This information would have been nice to knowThis also doesn't change the fact that MrR*** fed me the line, that oil can be black immediately after an oil change, to try to get me to not pursue them, which is a complete lieRegarding the Transmission service, This is the same line the front desk guy gave me as soon as I brought up this problemSo you're trying to tell me that the front desk person, who has to look up my car every time I am in, can remember specifically a service he didn't do years prior? NOIll tell MrR*** the same thing I told himA transmission service may have been done, BUT he told me that the OIL was black, not anything about the transmission fluid being black. Either way, MrR*** said he "Tried to sell it," meaning that he tried to sell me a service that was not needed and you are acknowledging this? That is NOT how a business is runSo considering all of this AND the fact that I have checked the oil between oil changes, this shows me that Kerry Mazda is not honest about the service they are doing, or have done to my car. Kerry Mazda is responsible for the lack of service done to the carAs I said, I am having another company put a new engine in the carTheir screw up's are costing me $3000, and seeing as how they are offering me a 20% discount they are recognizing they messed up, and I think it is fair to reimburse me ATLEAST 20% of my cost of this repair
Regards,
*** ***
Ms. [redacted]
Thank you for taking the time to forward the reply from Mr.
[redacted]. I have read over his response and
will respond to all his concerns. First
he is questioning about the low oil in the car when it was brought in. Just because there is no oil on the dipstick
there is still oil in the oil pan in Mr. [redacted]s car we found 2 quarts of oil when we drained
it. I’m not sure what reservoir he is
talking about as there is not one for the oil so you have to actually drain it
to check the amount left when it is off the dip stick. As far as the service records go I have faxed
over to your office a copy of all Mr. [redacted]s service records over to you
which backs up the mileage that the service were completed on and the mileage that
he had gone over. Next is the Acceptable
oil consumption. The oil changes are due
every 5,000 miles however ever Manufacture has a acceptable usage for their
engine. Meaning some will use this
amount of oil and some will not. For Mr.
[redacted] car it is 1 qt every 1,200 miles.
This would be the customer’s responsibility to check and top off as
needed in-between oil changes. While we
feel for Mr. [redacted]s the repair would still be at the customer cost but I will
offer one last deal. I will be more than
happy to offer the used car department pricing which drops the Labor from 99.99
an hour to 80.00 a hour and parts to 20% over cost. If he is interested please let me know. Thank for you help
Steven R[redacted]
Service Director
Kerry Mazda