Krause, Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: They are saying the damage happened before the appointment where they told us there was damage which is impossible because we didn't get the vehicle serviced at all between the time we received it and the time we had the issue. Yes the dealership gave us a car to use which I don't think was above and beyond considering the car we just purchased broke down. I appreciate the fact that the dealership has helped us with cost, but thats something they should've done regardless. We purchased extensive warranties and I just feel like we bought a lemon. I also never heard back from the owner which I think was completely unprofessional. We will never purchase another vehicle from then and will make sure all of our friends know of our experience.
Regards,
[redacted]

[redacted]'s mother ([redacted]) paid for this 2013 [redacted]December 7th, 2016 with 44,958 miles on the odometer from our dealershipand put the vehicle in [redacted]'s name. I've included the buyer agreementand also the odometer statement to verify the date and mileage. Our ASECertified...

technician performed a thorough pre-owned vehicle inspection,changed the oil, replaced rear the brake pads and rotors, and wiperblades. This service was completed on April 21st, 2016, shortly after thevehicle had been traded with 44,819 miles on the odometer at that time.I've attached the service copy in order verify the date and mileage.The mileage between this oil change and the date of purchase is exactly139 miles. The length of time before the purchase, is exactly 7 months and16 days from the date the oil was changed. When I first spoke with [redacted]about this issue, she explained that they tried to schedule an oil changewith our service department, when the service light came on, roughly 4,000miles and 4 months after their purchase. Our service department was unableto get the vehicle in right away and suggested they take the vehicle totheir local [redacted] dealership. [redacted] stated when she called me, that asthey pulled into the parking lot of the [redacted] dealership, the low oilpressure light came on and the engine stopped. The [redacted] dealer checked outthe vehicle and stated, there was damage done to the oil filter housingcausing a small hole in the housing. They explained to [redacted] and [redacted],the oil leaked out through the hole until there was no oil left, whichcaused the engine to seize. [redacted] contacted me after hearing the newsand told me the last person to change the oil, caused a hole when it wastightened and our dealership is responsible for this situation. At thattime, we towed the [redacted] to our dealership to see the damage on the oilfilter and try to figure out how this happened.Our dealership provided [redacted] and [redacted] with a vehicle to use with nocharge the same day we towed their vehicle here. The oil filter hadalready been removed and placed inside a box. . Upon closer inspection,there were several scrape marks around the filter and at least one smallhole. When you magnify the damage you can see it was clearly caused bysomeone trying to remove the oil filter (picture included in attachments(metal curled in the direction of  loosening the filter)). We are not surehow the zip tie fix to the driver's door occurred, but the dealershipfixed this problem for [redacted] and [redacted] with no charge as shown on the[redacted] attached bill.I asked the [redacted] to come in to the dealership review the problem.When I spoke to [redacted] and [redacted] in person and explained the marks onthis filter were not caused by the installation, but instead by someonetrying to remove the filter. I then informed the [redacted] that every oneof our technicians use the proper oil filter tool when removing an oilfilter and the filters are hand tightened when they are installed. Amechanics hand or the tool used in the removal of a filter cannot causethis type of damage. I then explained the way the metal is curled to theside proves the damage was done trying to loosen the filter. I alsoexplained although the hole in the filter is small, there is pressureinside and the oil puddles under the vehicle would have been largenoticeable from this hole. The amount of oil in the engine would haveleaked out soon after this damage was done and this could not have beencaused by our technician. [redacted] and [redacted], told us they did not noticeany leaks under the vehicle.Obviously they were not pleased with my explanation of their problem andstill felt our technician was at fault. [redacted]'s then called his mother([redacted]) and handed the phone to me. I spoke with [redacted] andexplained our stance on this problem, gave her all the details, and toldher the only fix for an engine that was run out of oil, is a new engine(this bill for the engine replacement is also included in theattachments). She agreed to pay for the engine to be installed for [redacted]and [redacted] and when the work was finished, [redacted] payed the bill using hercredit card.On April 21st, 4 days after they picked up the [redacted], [redacted] called totell me the low oil pressure light came on and they were scared to drivethe vehicle. We again provided them with a vehicle to use with no chargeand towed the vehicle to our dealership. When our technician inspected thevehicle there were no warning lights on, no codes in the vehiclescomputer, and no abnormal noises from the engine. Our service departmentcalled several [redacted] dealerships and were told the oil pressure sending maybe the cause of this problem. Our service department then replaced the oilpressure sending unit. The [redacted] were charged for the part itself butno labor was charged for the installation and this bill is also included.We did not hear from the [redacted] until June 8th, She called me to tell methat [redacted] was in their local [redacted] grocery store and she told me the lowoil pressure light came on and the vehicle stalled and would not restart.We towed the vehicle here that same day and our technician checked it outas soon as it arrived. He experienced no warning lights and the vehiclestarted right away. We drove the vehicle many times before the [redacted]picked the vehicle up on June 9th, I explained how difficult it is to finda problem when it is not happening and told her we would continue to drivethe vehicle. She told me they were down to one vehicle and needed it back.This was the last time I've heard from [redacted] or [redacted].In conclusion, Krause Toyota's technician was not the cause of this enginelosing it's oil and thus is not responsible for the damage that occurred.We have gone above and beyond to help [redacted] and [redacted] with this problemand have incurred several bills along the way. We stand behind everyvehicle we sell, but in the case the damage was most likely caused shortlybefore their appointment to have the oil changed.