Scott's Affordable Car Care & Fast Lube

I am sorry for the delay, the information was mis-directed, my neglect to promptly respond does not mean I do not take this issue seriouslyI value the business of Ms [redacted] , she has been a customer of ours for a while now, and we have performed a variety of repairs on a couple of her carsI am sure Ms[redacted] will agree we do all we can to work with her to provide required repairs, at the best possible price we can, and further work with her on making any arrangement necessary to work within her restraintsI have fully reviewed this complaint, with the mechanic who directly worked on the car, the shop foreman who was also involved, as well as the service writersApparently the vehicle came in with a couple issues with the way it was running, and also with some coolant loss issuesDuring testing one of the coolant hoses actually blew apartThe Technicians completed required repairs to the vehicle to address the coolant hoses and a rough run situationAfter completing these repairs, they performed a pressure test on the cooling system and found a slight leak in the water pump, this was brought up to Ms [redacted] at the time - it was decided to not perform any repairs on the water pump, BUT to address the situation, and in the name of customer satisfaction, at our expense we added "Bars Leak" a cooling system leak stopping productThis was done to stop the leaking at the water pump, and to give the customer some additional time before having to replace the water pumpI feel we did all we could to help the customer, and come up with a win-winThe bars leak appears to be working, and thus an external evaluation of the pump would not show a leak, but it does not mean that the leak was not thereI would be happy to review this with Ms [redacted] , again we want to keep her as a customer, and I want to ensure her that we are not there to take advantage of her, we are here for the long haul

Response:11-14-Oil Change was done, some weeks later was advised that the filter came off of car, it was towed to *** *** *** - they found no filter on vehicle, they put on a filter and performed an oil change, they tested the car and no problems were foundCustomer then
brought vehicle to my shop - I apologized for the situation, I advised I have no idea what happened, this was quite unusual - Filters just do not come off after weeks, especially when there is no period of leaking & no blow back or excessive oil found in skid plate located below carI did have my employees, including senior technicians inspect and test the vehicle - no problems were foundOut of customer satisfaction, I paid for the cost of the oil change at *** ***, and offered her another free oil change in the futureSome weeks later, she returned with a work order from a dealership, stating they heard a noise as RPM and Recommend a motor, something no other technician had heard - she said she was scared to drive the carAgain out of customer satisfaction, I offered to pay to have the car towed to me - When the car arrived, it started just fine, and ran fine - I my shop manager, my senior technician and myself all drive and test it, no tapping heard & no problems at all were found with car - I did open a claim with my insurance company, they sent a senior claims specialist out to look at the carThe videotaped inspection was performed, we tested the car at a variety of rpms, and one more time - no problem was found - insurance agency denied the claim, finding there was no evidence anything was wrong with the car, and further there was no indication of any wrong doing or negligence of my shopI understand the frustrations of Ms ***, I have gone above and beyond what any shop owner would do - I paid for things that in reality I was under no obligation to do - As for any marks, the car was fully inspected by both an insurance senior claims specialist, myself and other staff - no issues were found or seen do to any damage from a police car pushThis is a unique issue, I must agree filters just do not fall off, if they do there is usually a lot of oil mess on skid plates, or blow back - One can only guess what happened to the filter, I understand the vehicle is not kept in a secure environment, for all I know it could be vandalism of someone removing the filter (zero probability is not the case) , no filter was ever provided to us - and that would explain the lack of blow back of oil on the undercarriage, but that is just one possible theory, another is that the filter failed - who knows, if a filter blew off while driving a noise would have been heard, oil spread all over - but again we do not have a filter or otherwiseWe do literally thousands and thousands of oil changes a year and have Never had any problem like this at allA further note, as the Bureau of Automotive Repair confirmed (I contacted them because of the paperwork created by the dealer, did not fit BAR Standards) - even IF they truly heard a noise, the next recommendation would be to perform additional diagnosis / inspection to see the extent of any damage, and appropriate repairs required, one does not just go from possible noise to new motorDo note again, the car drives and operates fine, I am sure Ms*** continues to drive without any problems with the vehicle - I understand Ms ***s concerns, I tried to do all I could, but no one is going to pay for a repair of something they can not find brokenI have insurance, and as history shows - if we do something wrong and cause damage to a customers vehicle, we take care of it - that is not the case hereI did pay for tows, an oil change at another shop, provided a free future oil change - I did not know I was expected to pay for the original oil change, something again that we did doI think I have done a lot to resolve concernsbut bottom line, it is my opinion, that of Different BAR Certified Shops, Insurance Claims Expert and several certified and experienced technicians, that there is No Noise, and further No issues with the way the car operates, no problems foundThere is no indication for any reason for Ms*** to not drive her car as she normally wouldIf any issues arise in the future, we are here to address them as appropriate.*** *** *** *** **
*** *** ***

I am sorry for the delay, the information was mis-directed, my neglect to promptly respond does not mean I do not take this issue seriouslyI value the business of Ms***, she has been a customer of ours for a while now, and we have performed a variety of repairs on a couple of her carsI am
sure Ms.*** will agree we do all we can to work with her to provide required repairs, at the best possible price we can, and further work with her on making any arrangement necessary to work within her restraintsI have fully reviewed this complaint, with the mechanic who directly worked on the car, the shop foreman who was also involved, as well as the service writersApparently the vehicle came in with a couple issues with the way it was running, and also with some coolant loss issuesDuring testing one of the coolant hoses actually blew apartThe Technicians completed required repairs to the vehicle to address the coolant hoses and a rough run situationAfter completing these repairs, they performed a pressure test on the cooling system and found a slight leak in the water pump, this was brought up to Ms*** at the time - it was decided to not perform any repairs on the water pump, BUT to address the situation, and in the name of customer satisfaction, at our expense we added "Bars Leak" a cooling system leak stopping productThis was done to stop the leaking at the water pump, and to give the customer some additional time before having to replace the water pumpI feel we did all we could to help the customer, and come up with a win-winThe bars leak appears to be working, and thus an external evaluation of the pump would not show a leak, but it does not mean that the leak was not thereI would be happy to review this with Ms***, again we want to keep her as a customer, and I want to ensure her that we are not there to take advantage of her, we are here for the long haul