Vein Specialties

I received a phone call from my assistant manager at the Brown Deer Road location on the evening of January 28, 2016. The assistant manager was calling to inform me of a situation involving the customer that filed a complaint. According to my assistant manager, he placed the ignition
key inside of the driver side door lock at the start of the oil change service, but when he went to remove the key, a small portion of the key was broken off inside of the door. At that time I had asked if the key was ever bumped or possibly damaged in any way, but the assistant assured me that the key was never touched. I told the assistant manager that we would need to review the video footage from that service to make sure we were not liable, and then get back with the customer. I spoke with the store manager on January 29, in the morning, and the store manager reviewed the footage for the service and told me that he saw the key being placed in the door, but the key was never touched or bumped in any way that would cause us to have broken the key. I advised him to contact the customer and let him know that we would not be responsible for the key.
The customer was contacted on January 29, and advised of what we had found, but was not happy with our resolution and denial for payment. The customer claimed that since we were the last ones to touch the key that we should pay to replace it even if it could have been due to wear and tear. The manager, at that time, was not able to resolve the situation with the customer so he gave the customer my phone number. The customer called me at approximately 12:00pm on January 29, 2016. During that phone call, I did take some time to listen to the customer, but she would not accept our denial of the claim because we were simply the last person to touch the key. The customer then went on to say that she was going to leave work early and head up to the location
I also, a short time later, spoke with the customers fiance. During the conversation with the customers fiance, we were able to come to an agreement where Fast Track would refund him for the purchase of the oil change service, and he would be responsible for the repairs/replacement key which we had already done some leg work to help him with. My store manager did take some time to locate a locksmith service that could help the customer out and replace the key for approximately $120, which the customer agreed was okay with him. After the agreement was made with the customers fiance, our office and the shop continued to get phone calls from the owner of the vehicle as she was still very upset
The locksmith arrived to take care of the customers car that afternoon on the 29th. The locksmith unfortunately did wind up running in to some issues trying to program the key to the car, and that caused the car to remain in our shop for another night. I was on the phone with the customer, the locksmith and the store manager during that afternoon, and we had exhausted all options on our end to be of assistance to the locksmith, and that is when the customer again got on the phone with me because he wanted us to help him as he did not have the money to have his car fixed. The customer said that he would give us the benefit of the doubt in the key breaking due to wear and tear, but because I owned a business and had money I should pay for the key. I told the customer that I have helped him even though we were not responsible for breaking the key, but I was not going to pay for something that we are not responsible for. At that time the customer left the shop, because the car would have to sit overnight again, and we decided to give a dealership a phone call in the morning on Saturday to get their opinion of what needed to be done.
We contacted a dealership for the customer on January 30, in the morning and were told that the cars computer would need to be flashed with the new key in order to get it to work, so we then again contacted the customer. The customer agreed to pay for the service work at the dealership, but did not think they should have to pay for the towing service. The manager then contacted me to notify me of what the customer was requesting, and I agreed to pay for the towing in good faith
In total, Fast Track paid for the towing bill, $60.00, and we also refunded the customer for the oil change service, $31.67. Fast Track, although denying any liablilty for this claim, took the proper steps to help the customer and had approval or agreements made before making any decisions

Mr. Robert [redacted] I was made aware of this claim when it occurred, and I did speak with the store manager, Cody [redacted], about the issue.  He assured me that the leak was coming from the oil pan gasket, and not from any faulty workmanship on our behalf.  If there is documentation from...

a third party that shows otherwise, then I am happy to look further in to this claim.  I must say that I was not made aware of any phone calls that needed to be returned, nor did I receive any phone calls to my office or cell phone.  Either way, I am happy to discuss what can be done to help resolve this issue.  You can feel free to contact me at [redacted] and we can discuss what steps need to be made in order to look further in to this issue. Jim [redacted]Fast Track District Manager

I did speak with Mr. [redacted] regarding this claim approximately one week ago, and I did deny his original claim for payment on any repair/replacement work due to the servicing of his transmission being performed properly.  Mr. [redacted] took his vehicle to our Fast Track location on 69th and...

Brown Deer road on March 30th 2016.  Upon his arrival he request that we change his engine oil and also perform a transmission flush service on his car.  The technicians that were working that day performed both the oil change and transmission flush service as requested by Mr. [redacted], and he left the shop.  At the time of the transmission flush service, the vehicle had 177,135 miles and it was a 2003 Chevrolet Impala.  A short time after leaving our shop, Mr. [redacted] began to have trouble with the shifting of his car and contacted the store management to notify them of the problem.  He was told to bring the vehicle back up to the shop so we could investigate the issue.  Upon his arrival, the following day, the technician inspected his car and found an engine trouble code related to issues with the torque converter and advised Mr. [redacted] that he would need to have his vehicle repaired.  When I spoke with Mr. [redacted], he felt as though Fast Track should be responsible for the repairs because we must have damaged the transmission during the flush service, but I told Mr. [redacted] that simply replacing the fluid would not damage the transmission.  When we replace the transmission fluid in any vehicle, all we do is extract fluid and replace it quart by quart via the transmission dipstick tube.  We do not remove any part of the actual transmission which means we could not have damaged any of it's internal components.  Mr. [redacted], most likely, had an issue with his transmission prior to entering our location and maybe he thought replacing the fluid would make it better, but all that it did was add new fluid to an already damaged system.  Fast Track will not pay for any claim as a result of this incident.