Mark's Automotive

To Whom It May Concern:On Wednesday, July 15,this customer had his car towedto my business, Mark's AutomotiveHe called the shopexplainlng that his vehicle was burning oil and was afraid of hisengine being affectedWe checked oil level on the dip stick and there was no oil onthe dip stickWe raised the car on our racks and discovered noleaks from the engineI then researched any Technical ServiceBulletins on a Scion TCWe found bulletin for 2007-2009Scion TC oil consumption which called for complete overhaulon engineScion had extended its warranty from yr 36,000miles to yr 60,mile warrantyThis car was out ofwarranty on years and milesWe checked prices to replaceengine with a remanufactured engine from [redacted] Enginesbecause we do not overhaul engines.We called the customer with pricesWe informed him of thebulletin on this car and how it was out of the extendedwarranty periodHe stated he didn't have money for the newengineHe decided that he was just going to keep oil in it.We raised the vehicle to check the actual amount of oil was inthe carThe car holds quarts of oil and this vehicle only hadless than 1/quart of oil in it He informed us that it will needsynthetic oilWe purchase our synthetic oil from [redacted] Auto PartsI t is$a quartThe oil was dirty in the vehicle, so we wanted tostart off freshWe were able to get a quart synthetic oil andfilter special for We put new quarts in the vehicle andand a new filterWe gave him the 5th quart of oil to take withhim so that he will have it to put in his vehicle when the needarisesAfter this oil change was completed, we removed the oilsending unit and performed an oil pressure test on the engine,with a manual oil pressure gaugeThis was to test the oilpumpWe never charged the customer for this extra service.This is usually a hour service charge of $The customer came in to pick of his vehicle and informed usthat he had called Toyota and Toyota had extended thewarranty even more for him and is going to overhaul theengineIf we had known this fact before we were instructed to workon his oil problem, we would have never done an oil change.We were told to work on his oil problemWe were the ones toinform him of the Technical BulletinAs far as we are concerned, we completed the job beyond theexpectations of our customerWe are a company with a 75% referral rate and take customersatisfaction very seriouslyThank you for looking into this situationSincerely, [redacted] Mark's Automotivc Owner/Operator

To Whom It May Concern:On Wednesday, July 15,this customer had his car towedto my business, Mark's AutomotiveHe called the shopexplainlng that his vehicle was burning oil and was afraid of hisengine being affected.We checked oil level on the dip stick and there was no oil onthe dip stickWe
raised the car on our racks and discovered noleaks from the engineI then researched any Technical ServiceBulletins on a Scion TCWe found bulletin for 2007-2009Scion TC oil consumption which called for complete overhaulon engineScion had extended its warranty from yr 36,000miles to yr 60,mile warrantyThis car was out ofwarranty on years and milesWe checked prices to replaceengine with a remanufactured engine from *** Enginesbecause we do not overhaul engines.We called the customer with pricesWe informed him of thebulletin on this car and how it was out of the extendedwarranty periodHe stated he didn't have money for the newengineHe decided that he was just going to keep oil in it.We raised the vehicle to check the actual amount of oil was inthe carThe car holds quarts of oil and this vehicle only hadless than 1/quart of oil in it He informed us that it will needsynthetic oil.We purchase our synthetic oil from *** Auto PartsI t is$a quartThe oil was dirty in the vehicle, so we wanted tostart off freshWe were able to get a quart synthetic oil andfilter special for We put new quarts in the vehicle andand a new filterWe gave him the 5th quart of oil to take withhim so that he will have it to put in his vehicle when the needarises.After this oil change was completed, we removed the oilsending unit and performed an oil pressure test on the engine,with a manual oil pressure gaugeThis was to test the oilpumpWe never charged the customer for this extra service.This is usually a hour service charge of $55.00.The customer came in to pick of his vehicle and informed usthat he had called Toyota and Toyota had extended thewarranty even more for him and is going to overhaul theengine.If we had known this fact before we were instructed to workon his oil problem, we would have never done an oil change.We were told to work on his oil problemWe were the ones toinform him of the Technical Bulletin.As far as we are concerned, we completed the job beyond theexpectations of our customer.We are a company with a 75% referral rate and take customersatisfaction very seriously.Thank you for looking into this situation.Sincerely,*** ** ***Mark's Automotivc Owner/Operator

To Whom It May Concern:On Wednesday, July 15,this customer had his car towedto my business, Mark's AutomotiveHe called the shopexplainlng that his vehicle was burning oil and was afraid of hisengine being affectedWe checked oil level on the dip stick and there was
no oil onthe dip stickWe raised the car on our racks and discovered noleaks from the engineI then researched any Technical ServiceBulletins on a Scion TCWe found bulletin for 2007-2009Scion TC oil consumption which called for complete overhaulon engineScion had extended its warranty from yr 36,000miles to yr 60,mile warrantyThis car was out ofwarranty on years and milesWe checked prices to replaceengine with a remanufactured engine from *** Enginesbecause we do not overhaul engines.We called the customer with pricesWe informed him of thebulletin on this car and how it was out of the extendedwarranty periodHe stated he didn't have money for the newengineHe decided that he was just going to keep oil in it.We raised the vehicle to check the actual amount of oil was inthe carThe car holds quarts of oil and this vehicle only hadless than 1/quart of oil in it He informed us that it will needsynthetic oilWe purchase our synthetic oil from *** Auto PartsI t is$a quartThe oil was dirty in the vehicle, so we wanted tostart off freshWe were able to get a quart synthetic oil andfilter special for We put new quarts in the vehicle andand a new filterWe gave him the 5th quart of oil to take withhim so that he will have it to put in his vehicle when the needarisesAfter this oil change was completed, we removed the oilsending unit and performed an oil pressure test on the engine,with a manual oil pressure gaugeThis was to test the oilpumpWe never charged the customer for this extra service.This is usually a hour service charge of $The customer came in to pick of his vehicle and informed usthat he had called Toyota and Toyota had extended thewarranty even more for him and is going to overhaul theengineIf we had known this fact before we were instructed to workon his oil problem, we would have never done an oil change.We were told to work on his oil problemWe were the ones toinform him of the Technical BulletinAs far as we are concerned, we completed the job beyond theexpectations of our customerWe are a company with a 75% referral rate and take customersatisfaction very seriouslyThank you for looking into this situationSincerely,*** ** ***Mark's Automotivc Owner/Operator

Crashed car towed to Mark's Automotive after hours Despite car being in a locked lot - with cameras - tool box in trunk was stolen overnight Owner and tow truck driver claim they do not know what happened to the tool box hmmm

Upon speaking with the phone representative for this repair facility, my husband was told that our transmission fluid would simply be topped off for no charge(The manager later explained that that would only be the case for specific models of the car that I have.) I went in around noon to have this service doneObviously I have no problem paying for a service, fluids or bothIn fact, when my husband called that morning, he specifically asked for a "quote" for filling my transmission fluidWhen I arrived at this repair shop, I asked the man behind the counter about it, explaining that it was my husband who had spoken with someone thereThe clerk went to see the manager and returned asking me to please wait, as the manager was currently on the phoneA minute or so later, I was approached by a different individual asking me if I was the customer that called that morning about fluid, to which I answered that I was there on my husbands behalfHe asked me "Now why would mechanics stop what they're doing to fill your fluid for free?" This man spoke to me as if I'm an itAnyone at this facility could've told me that we were incorrectly informed and I would've gladly taken a quoteI have no problem paying for any serviceI simply repeated what was said by their own clerk via phone conversation even implying that I did not know whether or not this information was accurateI was speaking with another individual and this man was not a part of that conversationMy husband then called to make a complaint and the manager explained at that time that the technician must have misunderstoodI called myself, not knowing of the conversation with my husband, and the manager responded that "that mechanic is temporary and if I can't understand that then I can go elsewhereGood day." The call was then disconnected by the manager/ownerIs this how customers are treated and complaints are handled?