Sierra Car Care

Sierra Car Care offers a 2-for-1 oil change program. Last time we took our [redacted] in, we paid for an oil change and were promised the next one was free. On Nov. 19 we took it in again for an oil change. My wife picked it up after hours, and the attendant verified we were entitled to a free service, but said he could not authorize it and required my wife to pay. He promised that the manager would adjust the bill the next day. My wife had to pay since they would not give her the car otherwise. But the manager has refused to adjust the bill since he says we did not give the attendant the card we had (and still have; I showed it to the manager) for the free servicing at the time we picked up the car, even though their computer records confirm the eligibility for the free servicing.This card is not a drink token, and this is not a game of Simon Says.When someone comes in with such a card, they check to see if is legitimate for the customer or vehicle involved. Requiring the card to be shown at a certain point in the process serves no purpose except to give them an excuse for not honoring their obligations.Order_Number: [redacted]Desired SettlementI demand an adjustment to the bill to reflect the free servicing, and an apology.Business Response I tried to respond via the web page to this complaint but the site wouldn't come up. In regards to the above stated complaint, the customer is correct that we do offer a 2-for-1 oil change service, however when they dropped the car off we had them sign the work order for a standard lube oil filter service with the price being $51.52 out the door. Once the service was completed we called the customer to inform them of the recommendations we had found & gave them the total including the oil change. At no point did they say they had a free oil change card. They did show up after hours at which point my night guy could not give them the free oil change as he does not know how to change the work orders in the computer. I did call the customer the very next day & told them I would gladly refund the money if they had the free oil change card & apologized for any misunderstanding. Then the customer proceeded to argue with me about never having the free oil change card. I informed them for the 8 years I have been with the company it has always been mandatory to have the free oil change card in order to receive the free oil change as this is the best way to track the free oil changes. I also tried to inform them that without the card what would stop us from giving all of our friends & family free oil changes. Again she just wanted to argue & yell at me. I also told her that if the previous manager gave them free oil changes without the card I would honor that at which point she again just yelled at me. She said she has never had oil change cards as she gets 4 vehicles oil changed here. I told her it may be possible that you used the free oil change on one of the other cars, at which point again she yelled at me & said that that is not possible. She never said she was going to come down here with a free oil change card & never wanted to listen to any of my suggestions. I was more than willing to help them out as they are good customers of ours but she did not want to listen to anything I had to say. I sincerely do apologize for any misunderstanding & I do want to get this resolved. Our goal is to have complete customer satisfaction & we do have our policies that we have to abide by. As the customer stated these are not a drink token nor a game of simon says however any retail store that offers a coupon has to have said coupon before they can honor it. One can not got to [redacted] & say they have a free [redacted] coupon & expect to receive the free [redacted] without having the coupon present.

My complaint is because [redacted] owner of SCC will not take responsibility for the busted oil pan. The cost for repair is 479.00 I was told by two mechanics that it is the fault of the last mechanic that worked on my vehicle. The problem is due to turning the torque to tight. I took my car to SCC in sparks to have my oil changed. Last week I had my car taken to another location they said the plug was not able to easily come off to take it where my oil change was last done.My car had to be taken to the lakeside location.there they found out that I needed a oil pan. And told me where to catch a bus. I have talked to [redacted], and [redacted]. I think people need to know how I was treated.Desired SettlementI would like one of his other shops to fix this matter. At no cost to me!Business Response It is unfortunate, but there are several factors in this case that make it difficult for SCC to take responsibility in this matter.1. The last service performed by SCC was over a year and half prior (2/7/2014).2. The vehicle has been in several other shops for repairs since then.3. There was no prior complaint of a leaking oil pan that would be likely if the oil pan was stripped after we performed the service. 4. There is a possibility that another shop may have unintentionally created the problem when removing the plug causing the problem.5. This is a high mileage vehicle and the part in question is made of sheet metal and is subject to normal wear and tear due to use. SCC has been a member of the community for over 40 years and when we feel we are responsible for problem we willingly handle it. In this case we do not feel we are responsible. However as member of the Revdex.com we have always agreed to arbitrate any unresolved complaint and abide by the findings of an arbitration. Sincerely,[redacted]Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)When I went to have my oil change they refused to change my oil because they noticed that someone (previous oil change) had stripped the oil plug. If they would do the oil change it would create a problem. I took it to SCC and when I spoke to the tech he said they would take care of the problem. Since they were last to touch it. A) The vehicle was used no more than one or two days a week. B) The only people to do anything with the vehicle transmission problem. C)The sticker on the vehicle shows that SCC did a oil change on May 7 2014 D) My Car was damaged twice once when oil change was done and when the SCC tech took damaged plug out. One of the best mechanics in the area said that when the misput it in it would not have been leaking till they took it out!Final Business Response The customer in question did call us saying the place she was getting her oil change performed at could not perform the service due to a issue with her drain plug. We advised her to be bring it by so we could look at it, because more often then not its just a faulty plug, and most shops are frightened to pull them. In fear of being held responsible. We checked the history and the vehicle had been at our sparks location over a year ago. The customer stated the vehicle had been in a transmission shop and this other lube shop in the past year. The date on the sticker in the window shows when the oil change should have been done, not when it was done. I am the manager of the location and I was the person that helped her that evening. When she dropped by we were extremely busy and backed up, but I pushed her ahead of five other customers to look at her car. When the car was raised up, I found the drain plug was spinning in the pan. I did not try to remove the plug. I notified her that the pan is damaged and I would not drive the vehicle. In fear of oil loss. I told her I would keep the vehicle safe inside the shop for her over night and gave her the estimate to repair. I did not believing anyone was at fault, it is something that happens with age. At this time it was after closing and I still needed to finish the vehicles I pushed aside to look at her vehicle. She stated she did not have a ride but she lived in cold springs and since she knew I lived there also I should give her a ride. Not only did I have to finish my other work but I had to go visit my elderly mother that evening ,so I could not give her a ride to her home over 20 miles away. At that time it was after hours so the only other employee at the shop was there to clean up and help fuel customers. He gets off of work a 9pm. So there was no way for him to close shop and give her a ride. She stated if she could get to a bus she could get to her sons house and get a ride. So I gave her directions to bus stop. The next day her son came to pick up vehicle and I explained to him the situation and his different option. He thanked me and drove the car away.Thank You,[redacted]Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)[redacted], you took the plug out. I watched you get a tool and take it out through the window that looks into the shop. Then you remarked why did the other shop complain. "It was easy to remove"Because like the mechanic a full service garage. Stated you caused the problem. And NO [redacted] it would not have been leaking all this time. Take responsibility and stop the embellished statements. That is what I stated last time and you just ignored it. El gripo you people didn't answer them. It was stripped by your shop Torque to tight! Ruined. Not age has very few miles. Poor service, poor shop etiquette. Catch a bus thanks for admitting that! Everyone I tell says wow creepy.

I went in to get a smog check done on my truck (1977 chevy k10). I pulled up in back and walked up to see how much a smog was. One of the guys their responded "On that old turd?" I said " My truck? Yea, I need it smogged. How much for that?" Someone said it was 26 bucks. So I pulled in. I've had a lot of cars needed to be smogged before and I kind of know how it all goes. First they should inspect the vehicle for catalytic converters depending on the year of the car, then they should check the engine and make sure their is a EGR valve. I had a car without those and it didn't pass for the fact that it didn't have those 2 items. I had shut off the truck so he could check anything he needed to check before the test started (and to not waste my gas). All he did was move the machine closer, then tried to start my truck . Because it is carburated you need to pump the gas a bit to get it going. When it didn't start the first time with him out side the truck he complained about having to actually get inside the truck to start it (to work the gas pedal). He then got the thing to stick in the tail pipe and hooked a wire to something in the engine. After the test had already been going he asked if I had a key to one of my gas caps. ( Dual tanks) I told him I didn't and that that side didn't work. He said until I get that off it won't be able to pass smog. Had he checked with me before that I wouldn't have wasted 26$ on a test I would automatically fail. Then a few minutes later he was wanted to close my hood possibly from the engine noise. When he went to do that the passenger side buckled and folded in half. 1 of the guys saw it because his jaw dropped instantly, the guy that was doing the test just walked away. I'm in college and on my bill thats about 400$ for a new hood plus the money to get it installed. Bottom line, he failed to do all the proper inspections for the pretest and failed to acknowledge that he broke my hood. If they can't close a hood properly do you trust them with a brake job?Desired SettlementI need a total of 1,000 dollars. 500$ for me to buy the hood myself, 400$ to pay my mechanic for the install and the other 100$ for labor/tax for the mechanic to install it.The photo uploaded was after I had jumped on the hood. If I hadn't done that I wouldn't have been able to close the hood.Business Response Contact Name and Title: [redacted] ManagerContact Phone: [redacted]Contact Email:[redacted]To whom it may concern,This is a regular customer and we have always talked about his old vehicles that he gets as projects. Jokingly I did say "that old turd." to him and for that I sincerely apologize. I didn't mean any disrespect I was simply joking around with him. In regards to the smog test, I followed protocol; when there is a dual tank vehicle, even if one of the tanks is not operating, it still has to have a good gas cap. By law I could not tell the customer that as it would be "pre-testing" and is illegal. While conducting the smog test I did try to lower the hood so that I could see the monitor on the smog machine, when the hood would not pull down I left it alone and completed the smog test. Upon completion of the smog test I disconnected everything & put it all away. While I was doing this the customer slammed shut his hood then jumped on the hood & started to jump up & down on the passenger side of the hood halfway between the front & rear of the hood, where it had a bend in it. There was not any discussion about me not shutting his hood or shutting his hood and causing damage. I did not ask or tell the customer that he needed to shut his hood because I was unable to, he did it on his own accord.