Lykon Automotive

October 30, 2014Dear [redacted] ***, We are in receipt of your letter of [redacted] 's complaint [redacted] 's service here on October 6th through October 8, he was charged $575.57, and below we'll explain what was completed to his vehicle for that amount and his visit with us[redacted] ’s initial request when coming into our shop was to complete an inspection and an oil change on his [redacted] He stated that he had coupons for both the inspection and the oil change, upon informing him that only one coupon could be used at a single visit as stated on the coupon, [redacted] initially stated he didn’t want to complete the oil changeAfter a few minutes [redacted] inquired as to the cost of an oil change without the couponHe was informed of the price for the oil change and at which point, he stated that we should,” Just do it while it is here.” [redacted] had turned around to walk out of the shop and I noticed that he was mumbling something and he didn't sound happyI followed him out of my shop and asked him if everything was ok? [redacted] Stated that time and transportation was an issue for him and I suggested that we do offer drop off and pick up service if he needed it [redacted] said that would be goodAt this point, [redacted] left the shop after dropping his vehicle off to us for inspection and oil changeOur technician checked out his vehicle and his vehicle passed PA Safety & Emission Inspection just fineHowever as the technician started to complete the oil change he saw that [redacted] ’s vehicle had approximately one quart of oil in it at the that time, his vehicle should have 4-quarts in it to run optimally, called [redacted] and inquired as to whom changes his oil since it was extremely low and there were no signs of leaks to be found [redacted] told me that he only had the vehicle for seven monthsWe changed the oil and completed a road test at which time the Oil Pressure Light on [redacted] 's vehicle came onThe light came on with the recommended amount of oil in the vehicleI called [redacted] to inform him of this issue and to ask if it had been an issue prior to this visit [redacted] did state that his wife did notice that the Oil light had come on once or twice and gone right back off| informed [redacted] that I would change the oil filter and see if that would correct the problem, and if that did not I have seen this situation before from [redacted] with turbos on themThey are cooled by oil and if not properly maintenance (oil serviced) will cause the oil to sludge upThe vehicle was road tested with the new oil filter and the Oil Pressure light came back on during the road testAgain, [redacted] was called to inform him of the results and let him know that it could possibly be the oil pump or sludge in the pan that is now being picked up by the new oilDuring this call suggested that we remove the oil pan to see if there was sludge in it before trying to diagnose a fuel pump issue [redacted] was informed that it would take approximately three hours to complete and that it would not be completed that day and would have to be completed the next day [redacted] agreed and my technician then proceeded to pull off his oil pan and did find some sludge and a foreign metal object [redacted] did stop into the shop and was shown the sludge and foreign piece of metal in the oil panMy technician cleaned out the sludge and debris and then degreased the oil panrecommended not reusing the oil that was placed in with the recent oil change as it has been corrupted by the sludge that was in the pan before degreasing itAt this point the oil pressure gauge held lbs of pressure which is good for this vehicle, it was again road tested for miles and no oil pressure light came on and it ran great**& [redacted] came to pick up their vehicle and now his finances started to become an issue [redacted] did receive several verbal estimates of the vehicles diagnosis throughout all of the conversations that we had prior to repairs and ultimately the fixing of his vehicleHe was aware of the oil pan being removed and the vehicle needing to stay overnight due to the time of day that the oil pan issue was actually diagnosedWhen I was speaking with [redacted] he agreed that he was very mechanically inclined and could of dropped his own oil pan with in a half hour, to which I did reply would pay him to drop it if he could within the allotted half hour; knowing full well with all the mechanics of the vehicle it was not possibleThe majority of [redacted] 's repair bill was from labor, some parts and NO diagnostic feeWe specifically did not charge [redacted] the additional Diagnostic time of hours which would have resulted in an additional $ We were aware of the bad situation [redacted] ’s vehicle was in and would have never taken advantage of him in any mannerLykon Automotive’s motto is, “Where We Put Our Customers First!” and we stand by that each and every dayIn addition to not charging the additional diagnostic labor fees, [redacted] 's [redacted] was vacuumed and washed prior to deliveryAnother amenity we like to provide at no charge for our customers.It is my belief as a certified mechanic of over years that [redacted] 's original oil was too worn out and too thin which provided the oil to move freely through the screen and not throw the oil lightOnce the new oil was added; the oil had more viscosity, being able to pull larger debris to the screen ultimately clogging it and admitting the oil light to come onUnfortunately, [redacted] ’s [redacted] needed costly attention and repairs due to neglect of maintenanceThis neglect; the sludge in the oil pan, could never of been diagnosed while completing an oil change or safety inspectionNot from our shop or anywhere elseWe tried to provide [redacted] with quality service and repairs at an affordable price; once again this is why we did not charge him our fees associated with diagnosing the necessary needed repairs.We would not have done our job if we did not bring the issues with their vehicle to the [redacted] 's attention, and ultimately provided them with a safe vehicle to driveAt the end of the day this is why vehicles are brought to usAt anytime, [redacted] could have informed us that he did not want any more work done and we would have stopped at his request.Here at Lykon Automotive we are all about the customer and are saddened to here that [redacted] thinks we tried to be anything other than honest and helpful Our intentions are to make life long customers who know they have complete trust in what we do hereEnclosed are copies of his invoice and work order for reviewSincerely,Gerard L

October 30, 2014Dear [redacted],
We are in receipt of your letter of [redacted]'s complaint. [redacted]'s service here on October 6th through October 8, 2014 he was charged $575.57, and below we'll explain what was completed to his vehicle for that amount and his visit with...

us.[redacted]’s initial request when coming into our shop was to complete an inspection and an oil change on his 2006 [redacted]. He stated that he had coupons for both the inspection and the oil change, upon informing him that only one coupon could be used at a single visit as stated on the coupon, [redacted] initially stated he didn’t want to complete the oil change. After a few minutes [redacted] inquired as to the cost of an oil change without the coupon. He was informed of the price for the oil change and at which point, he stated that we should,” Just do it while it is here.”
[redacted] had turned around to walk out of the shop and I noticed that he was mumbling something and he didn't sound happy. I followed him out of my shop and asked him if everything was ok? [redacted] Stated that time and transportation was an issue for him and I suggested that we do offer drop off and pick up service if he needed it. [redacted] said that would be good. At this point, [redacted] left the shop after dropping his vehicle off to us for inspection and oil change.
Our technician checked out his vehicle and his vehicle passed PA Safety & Emission Inspection just fine. However as the technician started to complete the oil change he saw that [redacted]’s vehicle had approximately one quart of oil in it at the that time, his vehicle should have 4-5 quarts in it to run optimally, called [redacted] and inquired as to whom changes his oil since it was extremely low and there were no signs of leaks to be found.
[redacted] told me that he only had the vehicle for seven months. We changed the oil and completed a road test at which time the Oil Pressure Light on [redacted]'s vehicle came on. The light came on with the recommended amount of oil in the vehicle. I called [redacted] to inform him of this issue and to ask if it had been an issue prior to this visit. [redacted] did state that his wife did notice that the Oil light had come on once or twice and gone right back off.
| informed [redacted] that I would change the oil filter and see if that would correct the problem, and if that did not I have seen this situation before from [redacted] with turbos on them. They are cooled by oil and if not properly maintenance (oil serviced) will cause the oil to sludge up. The vehicle was road tested with the new oil filter and the Oil Pressure light came back on during the road test.
Again, [redacted] was called to inform him of the results and let him know that it could possibly be the oil pump or sludge in the pan that is now being picked up by the new oil. During this call suggested that we remove the oil pan to see if there was sludge in it before trying to diagnose a fuel pump issue. [redacted] was informed that it would take approximately three hours to complete and that it would not be completed that day and would have to be completed the next day. [redacted] agreed and my technician then proceeded to pull off his oil pan and did find some sludge and a foreign metal object. [redacted] did stop into the shop and was shown the sludge and foreign piece of metal in the oil pan. My technician cleaned out the sludge and debris and then degreased the oil pan. recommended not reusing the oil that was placed in with the recent oil change as it has been corrupted by the sludge that was in the pan before degreasing it. At this point the oil pressure gauge held 55 lbs of pressure which is good for this vehicle, it was again road tested for 50 miles and no oil pressure light came on and it ran great.
**. & [redacted] came to pick up their vehicle and now his finances started to become an issue. [redacted] did receive several verbal estimates of the vehicles diagnosis throughout all of the conversations that we had prior to repairs and ultimately the fixing of his vehicle. He was aware of the oil pan being removed and the vehicle needing to stay overnight due to the time of day that the oil pan issue was actually diagnosed.
When I was speaking with [redacted] he agreed that he was very mechanically inclined and could of dropped his own oil pan with in a half hour, to which I did reply would pay him to drop it if he could within the allotted half hour; knowing full well with all the mechanics of the vehicle it was not possible. The majority of [redacted]'s repair bill was from labor, some parts and NO diagnostic fee.
We specifically did not charge [redacted] the additional Diagnostic time of 2.5 hours which would have resulted in an additional $ 247.38. We were aware of the bad situation [redacted]’s vehicle was in and would have never taken advantage of him in any manner. Lykon Automotive’s motto is, “Where We Put Our Customers First!” and we stand by that each and every day. In addition to not charging the additional diagnostic labor fees, [redacted]'s [redacted] was vacuumed and washed prior to delivery. Another amenity we like to provide at no charge for our customers.It is my belief as a certified mechanic of over 30 years that [redacted]'s original oil was too worn out and too thin which provided the oil to move freely through the screen and not throw the oil light. Once the new oil was added; the oil had more viscosity, being able to pull larger debris to the screen ultimately clogging it and admitting the oil light to come on.
Unfortunately, [redacted]’s [redacted] needed costly attention and repairs due to neglect of maintenance. This neglect; the sludge in the oil pan, could never of been diagnosed while completing an oil change or safety inspection. Not from our shop or anywhere else. We tried to provide [redacted] with quality service and repairs at an affordable price; once again this is why we did not charge him our normal fees associated with diagnosing the necessary needed repairs.We would not have done our job if we did not bring the issues with their vehicle to the [redacted]'s attention, and ultimately provided them with a safe vehicle to drive. At the end of the day this is why vehicles are brought to us.
At anytime, [redacted] could have informed us that he did not want any more work done and we would have stopped at his request.Here at Lykon Automotive we are all about the customer and are saddened to here that [redacted] thinks we tried to be anything other than honest and helpful.
Our intentions are to make life long customers who know they have complete trust in what we do here.
Enclosed are copies of his invoice and work order for review.
Sincerely,Gerard L

Review: I took my vehicle to Lykon for state inspection and routine oil change on the basis of a discount coupon I received in the mail. A Lycon representative (Girard) called me to inform me there were no inspection issues then Girard stated the oil light came and the engine was tapping after the oil change. Girard stated he changed the oil filter and restarted the car and a few minutes later the oil light came on and the tapping returned. Its important to note when car was taken to Lykon there was no tapping and the low oil light was not on. Girard suggested that the oil pan likely contains sludge. I asked Girard for an cost estimate to remove the pan and did not receive one. I left work and drove to Lycon to meet with Girard. Girard had the pan was removed. The pan contained little to any sludge and possessed one small shard of metal. Girard showed me the oil pump screen which appeared unobstructed on the basis of seeing the actual screen. There was no accumulation of sludge in the pan or on the screen as envisioned by Girard. Girard indicated that he would degrease the oil pan and screen. I never received a cost estimate for this service. Girard stated he would have to keep the car overnight for a second night which was highly inconvenient. I received a phone call the third day from Girard stating the car was fine and ready for pick-up. The cost of the inspection and oil change would have been less than $100.00. My total bill was $575.00!!!. Had the estimated labor charges been communicated prior to the service, a different means of confirming/denying a mechanical condition could have been discussed with this business professional. Its apparent the most costly means was sold with no alternative offered.Desired Settlement: Labor charges should be reimbursed on the basis of the following:1. No cost estimate was provided however the hourly labor rates were clearly identified on the invoice. Therefore a labor estimate was possible. 2. If estimated labor charges were communicated prior to service, a different means of confirming/denying a mechanical condition could have been discussed. Its seemingly apparent the most costly means was sold to the customer with no alternative offered such as checking oil pressure.

Business

Response:

October 30, 2014Dear [redacted],We are in receipt of your letter of [redacted]'s complaint. [redacted]'s service here on October 6th through October 8, 2014 he was charged $575.57, and below we'll explain what was completed to his vehicle for that amount and his visit with us.[redacted]’s initial request when coming into our shop was to complete an inspection and an oil change on his 2006 [redacted]. He stated that he had coupons for both the inspection and the oil change, upon informing him that only one coupon could be used at a single visit as stated on the coupon, [redacted] initially stated he didn’t want to complete the oil change. After a few minutes [redacted] inquired as to the cost of an oil change without the coupon. He was informed of the price for the oil change and at which point, he stated that we should,” Just do it while it is here.”[redacted] had turned around to walk out of the shop and I noticed that he was mumbling something and he didn't sound happy. I followed him out of my shop and asked him if everything was ok? [redacted] Stated that time and transportation was an issue for him and I suggested that we do offer drop off and pick up service if he needed it. [redacted] said that would be good. At this point, [redacted] left the shop after dropping his vehicle off to us for inspection and oil change.Our technician checked out his vehicle and his vehicle passed PA Safety & Emission Inspection just fine. However as the technician started to complete the oil change he saw that [redacted]’s vehicle had approximately one quart of oil in it at the that time, his vehicle should have 4-5 quarts in it to run optimally, called [redacted] and inquired as to whom changes his oil since it was extremely low and there were no signs of leaks to be found.[redacted] told me that he only had the vehicle for seven months. We changed the oil and completed a road test at which time the Oil Pressure Light on [redacted]'s vehicle came on. The light came on with the recommended amount of oil in the vehicle. I called [redacted] to inform him of this issue and to ask if it had been an issue prior to this visit. [redacted] did state that his wife did notice that the Oil light had come on once or twice and gone right back off.| informed [redacted] that I would change the oil filter and see if that would correct the problem, and if that did not I have seen this situation before from [redacted] with turbos on them. They are cooled by oil and if not properly maintenance (oil serviced) will cause the oil to sludge up. The vehicle was road tested with the new oil filter and the Oil Pressure light came back on during the road test.Again, [redacted] was called to inform him of the results and let him know that it could possibly be the oil pump or sludge in the pan that is now being picked up by the new oil. During this call suggested that we remove the oil pan to see if there was sludge in it before trying to diagnose a fuel pump issue. [redacted] was informed that it would take approximately three hours to complete and that it would not be completed that day and would have to be completed the next day. [redacted] agreed and my technician then proceeded to pull off his oil pan and did find some sludge and a foreign metal object. [redacted] did stop into the shop and was shown the sludge and foreign piece of metal in the oil pan. My technician cleaned out the sludge and debris and then degreased the oil pan. recommended not reusing the oil that was placed in with the recent oil change as it has been corrupted by the sludge that was in the pan before degreasing it. At this point the oil pressure gauge held 55 lbs of pressure which is good for this vehicle, it was again road tested for 50 miles and no oil pressure light came on and it ran great.**. & [redacted] came to pick up their vehicle and now his finances started to become an issue. [redacted] did receive several verbal estimates of the vehicles diagnosis throughout all of the conversations that we had prior to repairs and ultimately the fixing of his vehicle. He was aware of the oil pan being removed and the vehicle needing to stay overnight due to the time of day that the oil pan issue was actually diagnosed.When I was speaking with [redacted] he agreed that he was very mechanically inclined and could of dropped his own oil pan with in a half hour, to which I did reply would pay him to drop it if he could within the allotted half hour; knowing full well with all the mechanics of the vehicle it was not possible. The majority of [redacted]'s repair bill was from labor, some parts and NO diagnostic fee.We specifically did not charge [redacted] the additional Diagnostic time of 2.5 hours which would have resulted in an additional $ 247.38. We were aware of the bad situation [redacted]’s vehicle was in and would have never taken advantage of him in any manner. Lykon Automotive’s motto is, “Where We Put Our Customers First!” and we stand by that each and every day. In addition to not charging the additional diagnostic labor fees, [redacted]'s [redacted] was vacuumed and washed prior to delivery. Another amenity we like to provide at no charge for our customers.It is my belief as a certified mechanic of over 30 years that [redacted]'s original oil was too worn out and too thin which provided the oil to move freely through the screen and not throw the oil light. Once the new oil was added; the oil had more viscosity, being able to pull larger debris to the screen ultimately clogging it and admitting the oil light to come on.Unfortunately, [redacted]’s [redacted] needed costly attention and repairs due to neglect of maintenance. This neglect; the sludge in the oil pan, could never of been diagnosed while completing an oil change or safety inspection. Not from our shop or anywhere else. We tried to provide [redacted] with quality service and repairs at an affordable price; once again this is why we did not charge him our normal fees associated with diagnosing the necessary needed repairs.We would not have done our job if we did not bring the issues with their vehicle to the [redacted]'s attention, and ultimately provided them with a safe vehicle to drive. At the end of the day this is why vehicles are brought to us.At anytime, [redacted] could have informed us that he did not want any more work done and we would have stopped at his request.Here at Lykon Automotive we are all about the customer and are saddened to here that [redacted] thinks we tried to be anything other than honest and helpful. Our intentions are to make life long customers who know they have complete trust in what we do here.Enclosed are copies of his invoice and work order for review.Sincerely,Gerard L