Kentucky Federal Savings & Loan Assn

Initial Business Response /* (1000, 5, 2017/05/08) */
Contact Name and Title: *** ** ***, VP
Contact Phone: XXX XXX XXXX
Contact Email: ***@gmail.com
On April 19, 2017, we began a thorough and in-depth investigation of the issue with the Volkswagen Passat *** L Turbo
Our findings are as follows:
aThe vehicle was purchased from O'Daniel Audi/Automotive Group on 09/15/
bThe vehicle had 120,miles on the odometer when purchased
cThe vehicle had not been serviced or had the oil changed since purchased
dDuring the pre-service inspection on April 14, we found no oil on the dipstick
eOn April 14, we provided two complete oil changesMileage - 126,The initial change, we used Full Synthetic 5WWhen the vehicle was returned with a complaint of engine noise, per industry standards, we drained the oil and replaced it with Full Synthetic 5W
fThere is no "Oil Change Alert" or "Oil Change Due" light on a Volkswagen Passat *** TurboThere are only Warning Lights that indicate "Low Oil or No Oil Pressure" or Check EngineIn the customer's complaint it was stated "the oil-change light alert had just popped up in the week prior to the service." Per the customer's own admission,the vehicle was driven a week with the warning light(s)illuminated
gWe found several class action law suits pending against Volkswagen for early failure of the engine used in the Volkswagen Passat *** L Turbo
On April 14, 2017, the vehicle was returned to O'Daniel for their assistance in the diagnosis of the issueThey performed an oil change and it was felt the vehicle was running better and they asked for a follow up check on Monday,4/The vehicle was then returned on Monday with similar issuesOn 04/they concluded that the vehicle had a "Jumped Timing Chain"
On April 19, 2017, We interviewed Mr*** *** Service Manager, and MrDustin Stidd, Mechanic, at O'Daniel Audi regarding possible causes of the engine issuesThat same day we interviewed our Manager and Certified Lube Techs involved in the service of the vehicle at QuikStop OilubeWe also reviewed the video record of the service which provides a visual as well as audio record of both oil changes
It was the opinion of O'Daniel Service Manager and Mechanic that the engine issues were caused by overfilling the engine oilThey said they measured the quantity of oil removed but could not provide any documentation of suchWe are not aware of any organization and/or mechanic in the area that measures engine oil at drainingMore importantly, the Volkswagen Dealership located in Fort Wayne, IN confirmed that this issue, a "Jumped Timing Chain", could not have been caused by engine "oil overfill"In other words, even if the engine was overfilled, which it was not, it would not cause this problem
The video record and employee interviews confirm that both services were performed correctly per industry standardsThe correct quantity of oil was used in both casesThe fact that no engine oil appeared on the dipstick during our pre-service inspection, documented in our video, and that the vehicle was driven for a week with warning light on is of great concern
It must be noted that the individual that authored the Revdex.com complaint was not present at either the initial oil change service or the second serviceThey also did not view the video/audio record which confirms that the engine was not "over filled"
Probably the two most important considerations are that 1) At the customer's own admission, the vehicle was driven at least one week with Warning Light(s)illuminated2)There are various class action suits pending against Volkswagen for early failure of this exact engineThis is the same failure, a "Jumped Timing Chain", noted in the repair estimate provided by O'DanielThe information associated with one of these suits can be viewed at:
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At QuikStop Oilube we take pride in the services provided by our Certified TechniciansOur employees are fully trained to meet and exceed the standards of every Original Equipment Manufacturer we service