JPW Enterprises

In response to Mr***, I would like to first of all state that we here at the Kona Kwik Lube do not "sabotage" any person's vehicles, especially the elderly and those on a fixed income Second, our employees are honest, loyal and hardworking individuals who really did not deserve to be accused of purposely "doing something" to cause an old truck to suddenly leak oil With this being said, I spent the last several working days questioning each of our employees about this actual confrontation and what did actually happen so that I could respond to Mr [redacted] as well as the Revdex.com in order to provide our side of the story (since there definitely is always more than one side to every story)According to every employee working on May 30, when Mr [redacted] came in to advise us that we had "sabotaged" his truck, our new employee put the truck up on one of our lifts in order to see what the problem was and whether we were at fault As our employee was attempting to try to diagnose the problem, Mr [redacted] began to become angry and raising his voice without wanting to listen to anything our employee was attempting to explain regarding the "issue" he was having Once Mr [redacted] became extremely agitated and yelling at the employee that it was all “his fault”, our general manager Jason arrived in order to provide assistance (Jason is the ASE licensed mechanic for the Kona Kwik Lube which is also licensed within the state of Hawaii under the Department of Commerce and Consumer Affairs) After examining the leak under the truck, Jason found that there was an actual preexisting oil leak which he then proceeded to show to Mr*** Once again he raised his voiced and accused Jason of sabotaging his truck since that had not been there prior to his visit on May 25, when he had come in for an oil change Jason then calmly stated that it was actually a front main seal leak that it would need to be repaired which we would be more than happy to do for him for free Mr [redacted] completely disagreed with the diagnosis from our ASE certified and licensed mechanic stating that he was incorrect and that was not the problem While it is unfortunate that there was a different problem which occurred in Mr***’s truck which after researching had nothing at all to do with the oil change conducted by our employees, but rather a wear and tear for the drain plug gasket which is typical in all vehicles Jason repeatedly attempted to explain this to Mr [redacted] which he refused to listen and continued raising his voice and loudly stomping his cane We deal with a large number of customers on a daily basis and, we could not have remained in business for over years if we sabotaged or caused “issues” in vehicles that come in for service maintenance This is in no way saying that we have a perfect history and record because in all honesty, we are all human In this particular case it was found without a doubt to have been caused by a preexisting leak caused by a drain plug gasket which needed to be replaced (and that we offered to replace for free), but was adamantly refused along with being told that was an incorrect diagnosisOn one final note, I would also like to apologize to Mr [redacted] for the “colorful” behavior he had to endure from the general manager after he had screamed at pretty much every employee here at the Kona Kwik Lube We are firm believers in protecting our employees and backing them up especially when they were not responsible for the “issues.” We would be more than happy to refund Mr [redacted] the amount he had originally paid for his oil change the previous week totaling $ Please let stop by anytime during the hours of 8am-5pm Monday thru Friday

Complaint: [redacted] I am rejecting this response because:I have issues regarding Kona Kwik Lube response:1st - Went to another mechanic who said my oil leak was due to the oil drain plug not tightenedThe truck lost over a quart of oil in daysdid replace the plug as precaution.2nd - It was not a " front main seal leak " as suggested by ASE certified licensed mechanic Jason and was never offered to repair or replace "for free" as said in the response.3rd - It was not pointed out and told the drain plug leak or main seal leak at time of serviceFound out the hard way by massive oil spill on white cement driveway I had to scrub.4th - The sarcastic apology is not professional.I will drop the complaint as I have returned and collected my refund of the oil change that offset part of the price to get truck repaired Sincerely, [redacted] ***

In response to Mr. [redacted], I would like to first of all state that we here at the Kona Kwik Lube do not "sabotage" any person's vehicles, especially the elderly and those on a fixed income.  Second, our employees are honest, loyal and hardworking individuals who really did not deserve to be...

accused of purposely "doing something" to cause an old truck to suddenly leak oil.  With this being said, I spent the last several working days questioning each of our employees about this actual confrontation and what did actually happen so that I could respond to Mr. [redacted] as well as the Revdex.com in order to provide our side of the story (since there definitely is always more than one side to every story). According to every employee working on May 30, 2017 when Mr. [redacted] came in to advise us that we had "sabotaged" his truck, our new employee put the truck up on one of our lifts in order to see what the problem was and whether we were at fault.  As our employee was attempting to try to diagnose the problem, Mr. [redacted] began to become angry and raising his voice without wanting to listen to anything our employee was attempting to explain regarding the "issue" he was having.  Once Mr. [redacted] became extremely agitated and yelling at the employee that it was all “his fault”, our general manager Jason arrived in order to provide assistance.  (Jason is the ASE licensed mechanic for the Kona Kwik Lube which is also licensed within the state of Hawaii under the Department of Commerce and Consumer Affairs).  After examining the leak under the truck, Jason found that there was an actual preexisting oil leak which he then proceeded to show to Mr. [redacted].  Once again he raised his voiced and accused Jason of sabotaging his truck since that had not been there prior to his visit on May 25, 2017 when he had come in for an oil change.  Jason then calmly stated that it was actually a front main seal leak that it would need to be repaired which we would be more than happy to do for him for free.  Mr. [redacted] completely disagreed with the diagnosis from our ASE certified and licensed mechanic stating that he was incorrect and that was not the problem.  While it is unfortunate that there was a different problem which occurred in Mr. [redacted]’s truck which after researching had nothing at all to do with the oil change conducted by our employees, but rather a normal wear and tear for the drain plug gasket which is typical in all vehicles.  Jason repeatedly attempted to explain this to Mr. [redacted] which he refused to listen and continued raising his voice and loudly stomping his cane.  We deal with a large number of customers on a daily basis and, we could not have remained in business for over 20 years if we sabotaged or caused “issues” in vehicles that come in for service maintenance.  This is in no way saying that we have a perfect history and record because in all honesty, we are all human.  In this particular case it was found without a doubt to have been caused by a preexisting leak caused by a drain plug gasket which needed to be replaced (and that we offered to replace for free), but was adamantly refused along with being told that was an incorrect diagnosis. On one final note, I would also like to apologize to Mr. [redacted] for the “colorful” behavior he had to endure from the general manager after he had screamed at pretty much every employee here at the Kona Kwik Lube.  We are firm believers in protecting our employees and backing them up especially when they were not responsible for the “issues.” We would be more than happy to refund Mr. [redacted] the amount he had originally paid for his oil change the previous week totaling $50.40.  Please let stop by anytime during the hours of 8am-5pm Monday thru Friday.

Complaint: [redacted]
I am rejecting this response because:I have issues regarding Kona Kwik Lube response:1st - Went to another mechanic who said my oil leak was due to the oil drain plug not tightened. The truck lost over a quart of oil in 4 days. did replace the plug as precaution.2nd - It was not a " front main seal leak " as suggested by ASE certified licensed mechanic Jason and was never offered to repair or replace "for free" as said in the response.3rd - It was not pointed out and told the drain plug leak or main seal leak at time of service.. Found out the hard way by massive oil spill on white cement driveway I had to scrub.4th - The sarcastic apology is not professional.I will drop the complaint as I have returned and collected my refund of the oil change that offset part of the price to get truck repaired.
Sincerely,
[redacted]