Sapp Brothers

Hi ***,The customer came in and requested to have his oil and fuel filters changed We felt this was out of the ordinary, but he said he couldn’t afford an oil change and he felt changing the oil filter was better than nothingWe changed his filters and topped his oil off, and he paid
his bill and left Later that evening we received a call from the customer stating his oil filter had come loose We sent a technician out to check the issue. This is the statement from the technician, “I got there and there was not a whole lot of oil thrown over the truck and the oil filter was clean. Co-driver said he spun it back on with hand. I took it back off to make sure that it was not double gasketed. Oil filter was not hand tight it was tighter. I put the filter back on and filled up with gallons of oil and gave driver gallons because he was parked on a hill and I could not get accurate reading. Truck would not fire up because they pulled wires off of fuel solenoid. For what reason I do not know… Because they said the truck shut itself down? But most mechanical Caterpillars do not have shutdowns I felt something was a little odd.” At this point there was nothing indicating the filter was loose or leaking The customer called back to the shop the following day stating that his truck had low oil pressure and it was blowing blue smoke. We suggested taking the truck to the nearest shop and having it inspected. The customer had his friend from * * * *** *** *** tow his truck to *** *** in *** **. Bob our service manager and a technician went to Hunters and inspected the truck the following day after it was towed to ***. Upon inspection they found substantial oil leaking from the exhaust and the oil supply line and the return line coming from the turbo indicating a failure with the turbo They also noticed part of the undercarriage had been washed down, and the oil filter was tight and no evidence that it had been leaking oil. At this point we determined the loss of oil pressure and blue smoke to have originated from a failure with the turbo which would have been the original cause of loss of oil. The customer called me to explain his version of the events that took place. Toward the end of our conversation he inquired if our invoices had a time stamp. I asked him, “What relevance would that have in this situation?” He said, “If he could show the time he left and the time he called that there wouldn’t be any time to pullover and dump the oil out of his filter.” I was astonished at what he saidI asked, “Why would you say that?” He responded with “There are a lot of us truck drivers that would do that and I just don’t want you to think I am one of those truck drivers.” He also stated that he went home and power washed underneath the truck, so there might not be a lot of oil under the truck. This was after I told him I would look into the situation and after I investigated it we would get back to him.Given all the facts we feel Sapp Bros., Incis in no way responsible for any damages at any time that may have occurred to this customer’s vehicle.I have also attached a statement from *** *** substantiating what I have already stated about the oil loss.Please call me if you have any question.Thanks,Chris P***Sapp Bros., Inc.|Shop CoordinatorCell: ###-###-####Office ###-###-#### ext: ***

Hi ***,
"">The customer came in and requested to have his oil and fuel filters changed We felt this was out of the ordinary, but he said he couldn’t afford an oil change and he felt changing the oil filter was better than nothingWe changed his filters and topped his oil off, and he paid his bill and left Later that evening we received a call from the customer stating his oil filter had come loose We sent a technician out to check the issue. This is the statement from the technician, “I got there and there was not a whole lot of oil thrown over the truck and the oil filter was clean. Co-driver said he spun it back on with hand. I took it back off to make sure that it was not double gasketed. Oil filter was not hand tight it was tighter. I put the filter back on and filled up with gallons of oil and gave driver gallons because he was parked on a hill and I could not get accurate reading. Truck would not fire up because they pulled wires off of fuel solenoid. For what reason I do not know… Because they said the truck shut itself down? But most mechanical Caterpillars do not have shutdowns I felt something was a little odd.” At this point there was nothing indicating the filter was loose or leaking The customer called back to the shop the following day stating that his truck had low oil pressure and it was blowing blue smoke. We suggested taking the truck to the nearest shop and having it inspected. The customer had his friend from * * * *** *** *** tow his truck to *** *** in *** **. Bob our service manager and a technician went to Hunters and inspected the truck the following day after it was towed to ***. Upon inspection they found substantial oil leaking from the exhaust and the oil supply line and the return line coming from the turbo indicating a failure with the turbo They also noticed part of the undercarriage had been washed down, and the oil filter was tight and no evidence that it had been leaking oil. At this point we determined the loss of oil pressure and blue smoke to have originated from a failure with the turbo which would have been the original cause of loss of oil.
The customer called me to explain his version of the events that took place. Toward the end of our conversation he inquired if our invoices had a time stamp. I asked him, “What relevance would that have in this situation?” He said, “If he could show the time he left and the time he called that there wouldn’t be any time to pullover and dump the oil out of his filter.” I was astonished at what he saidI asked, “Why would you say that?” He responded with “There are a lot of us truck drivers that would do that and I just don’t want you to think I am one of those truck drivers.” He also stated that he went home and power washed underneath the truck, so there might not be a lot of oil under the truck. This was after I told him I would look into the situation and after I investigated it we would get back to himGiven all the facts we feel Sapp Bros., Incis in no way responsible for any damages at any time that may have occurred to this customer’s vehicleI have also attached a statement from *** *** substantiating what I have already stated about the oil lossPlease call me if you have any questionThanks,
Chris P***
Sapp Bros., Inc.|Shop Coordinator
Cell: ###-###-####
Office ###-###-#### ext: ***
***

Hi ***,The customer came in and requested to have his oil and fuel filters changed We felt this was out of the ordinary, but he said he couldn’t afford an oil change and he felt changing the oil filter was better than nothingWe changed his filters and topped his oil off, and he paid
his bill and left Later that evening we received a call from the customer stating his oil filter had come loose We sent a technician out to check the issue. This is the statement from the technician, “I got there and there was not a whole lot of oil thrown over the truck and the oil filter was clean. Co-driver said he spun it back on with hand. I took it back off to make sure that it was not double gasketed. Oil filter was not hand tight it was tighter. I put the filter back on and filled up with gallons of oil and gave driver gallons because he was parked on a hill and I could not get accurate reading. Truck would not fire up because they pulled wires off of fuel solenoid. For what reason I do not know… Because they said the truck shut itself down? But most mechanical Caterpillars do not have shutdowns I felt something was a little odd.” At this point there was nothing indicating the filter was loose or leaking The customer called back to the shop the following day stating that his truck had low oil pressure and it was blowing blue smoke. We suggested taking the truck to the nearest shop and having it inspected. The customer had his friend from * * * *** *** *** tow his truck to *** *** in *** **. Bob our service manager and a technician went to Hunters and inspected the truck the following day after it was towed to ***. Upon inspection they found substantial oil leaking from the exhaust and the oil supply line and the return line coming from the turbo indicating a failure with the turbo They also noticed part of the undercarriage had been washed down, and the oil filter was tight and no evidence that it had been leaking oil. At this point we determined the loss of oil pressure and blue smoke to have originated from a failure with the turbo which would have been the original cause of loss of oil. The customer called me to explain his version of the events that took place. Toward the end of our conversation he inquired if our invoices had a time stamp. I asked him, “What relevance would that have in this situation?” He said, “If he could show the time he left and the time he called that there wouldn’t be any time to pullover and dump the oil out of his filter.” I was astonished at what he saidI asked, “Why would you say that?” He responded with “There are a lot of us truck drivers that would do that and I just don’t want you to think I am one of those truck drivers.” He also stated that he went home and power washed underneath the truck, so there might not be a lot of oil under the truck. This was after I told him I would look into the situation and after I investigated it we would get back to him.Given all the facts we feel Sapp Bros., Incis in no way responsible for any damages at any time that may have occurred to this customer’s vehicle.I have also attached a statement from *** *** substantiating what I have already stated about the oil loss.Please call me if you have any question.Thanks,Chris P***Sapp Bros., Inc.|Shop CoordinatorCell: ###-###-####Office ###-###-#### ext: ***

Review: (Email I have sent to Sapp Brothers) We are outraged with our experience! We have stopped and had many oil changes, break adjustments, oil filters etc.. On 1-30-2016 We got the oil filters changed on our truck at your garage in Clearfield, PA and The filter was not tightened all the way! We called your mechanic to came out to bring us more oil, we tightened it by hand twice, when your guy arrived he also tightened it 2 1/2 time with his filter wrench. then put the oil in he had brought with him. We had to have this truck towed to the garage, and your manager Robert at your Clearfield, pa garage came took outside pictures of the truck which was at [redacted] in [redacted]! and said he wasn't paying for a thing. The truck was not tore down to see the damage that has been done to the motor. Then your Corporate manger calls us (Chris [redacted]) because I said I was getting an attorney! he's in [redacted] trying to tell us what is wrong with our truck! He has no idea. The truck ran fine upon arrival it carried 71lbs of oil pressure ,and after departure problems started. I have pictures and videos of the truck what it looks and what the engine sounds like. There is damage done to the engine and Sapp brothers is at fault for it. Several certified mechanics said that Sapp Brothers is at fault. Now the truck carries less then 50lbs of oil pressure. You should own up to your mistakes and make it right. The garage where we had it towed said the filter not being tight and the loss of oil caused the damages to the engine. I'm sure Chris P[redacted] will get a notch under his belt and a bonus for saving your huge company money by being not fair, and not taking actions for your employees mistakes. Now our only source of income is gone because you cant trust a garage to do their part in doing what their suppose to do. We will never go to Sapp brothers again and I'll be sure to spread the word of your dishonest and not taking responsibility to own up to your mistakes.Desired Settlement: own up to their mistakes and make good on their end, that's the only source of income we have and now we have none they refuse to do anything about. PLEASE HELP US

Business

Response:

Hi [redacted],The customer came in and requested to have his oil and fuel filters changed. We felt this was out of the ordinary, but he said he couldn’t afford an oil change and he felt changing the oil filter was better than nothing. We changed his filters and topped his oil off, and he paid his bill and left. Later that evening we received a call from the customer stating his oil filter had come loose. We sent a technician out to check the issue. This is the statement from the technician, “I got there and there was not a whole lot of oil thrown over the truck and the oil filter was clean. Co-driver said he spun it back on with hand. I took it back off to make sure that it was not double gasketed. Oil filter was not hand tight it was tighter. I put the filter back on and filled up with 7 gallons of oil and gave driver 2 gallons because he was parked on a hill and I could not get accurate reading. Truck would not fire up because they pulled wires off of fuel solenoid. For what reason I do not know… Because they said the truck shut itself down? But most mechanical Caterpillars do not have shutdowns. I felt something was a little odd.” At this point there was nothing indicating the filter was loose or leaking. The customer called back to the shop the following day stating that his truck had low oil pressure and it was blowing blue smoke. We suggested taking the truck to the nearest shop and having it inspected. The customer had his friend from [redacted] tow his truck to [redacted] in [redacted]. Bob our service manager and a technician went to Hunters and inspected the truck the following day after it was towed to [redacted]. Upon inspection they found substantial oil leaking from the exhaust and the oil supply line and the return line coming from the turbo indicating a failure with the turbo. They also noticed part of the undercarriage had been washed down, and the oil filter was tight and no evidence that it had been leaking oil. At this point we determined the loss of oil pressure and blue smoke to have originated from a failure with the turbo which would have been the original cause of loss of oil. The customer called me to explain his version of the events that took place. Toward the end of our conversation he inquired if our invoices had a time stamp. I asked him, “What relevance would that have in this situation?” He said, “If he could show the time he left and the time he called that there wouldn’t be any time to pullover and dump the oil out of his filter.” I was astonished at what he said. I asked, “Why would you say that?” He responded with “There are a lot of us truck drivers that would do that and I just don’t want you to think I am one of those truck drivers.” He also stated that he went home and power washed underneath the truck, so there might not be a lot of oil under the truck. This was after I told him I would look into the situation and after I investigated it we would get back to him.Given all the facts we feel Sapp Bros., Inc. is in no way responsible for any damages at any time that may have occurred to this customer’s vehicle.I have also attached a statement from [redacted] substantiating what I have already stated about the oil loss.Please call me if you have any question.Thanks,Chris P[redacted]Sapp Bros., Inc.|Shop CoordinatorCell: ###-###-####Office ###-###-#### ext: [redacted]