Yates Express Lube

From: Lee E***< [redacted] >Date: Wed, Jul 19, at 11:AM Attached is the Yates Express Lube invoice for the oil change we performed for Ms [redacted] in July Our manager, Kris J [redacted] , provided notes on the invoice, as well as very brief account of the condition of the vehicle and problems they discoveredKris and another employee who was there at the time provided these additional details· When Ms [redacted] arrived at the station, she was concerned that her Honda’s transmission fluid was low.· The fluid level was indeed low, so we filled the transmission.· She also requested that we change the oil, which we did.· During the oil change, we noticed a number of loose wires (not and not safe), and she was asked about them.o She told us that her father had replaced the starter.o We did not know how much other work her father may have done to the car, or if he is a certified mechanic.· When the oil change was completed, the car was started and smoke began to come from under hood.· When we checked, we determined that it was transmission fluid leaking onto the engine, but from an unknown source.· The underneath of the car was so rusted that our manager, Kris, and the technician did not want to do any further work on the car.· Kris told Ms [redacted] that our automotive shop could diagnose the problemHe explained that the charge (in 2015) for vehicle diagnostics was about $120, but if we repaired the car, the charge would be refunded.· Ms [redacted] declined to have us diagnose the problem and had the car towed.· We do not know if she had it towed home, to her father, or to another repair shopThe mileage on the car was 245,For a ten year old car with a quarter of million miles, driven in the northeast (snow and salt), I’m not surprised to learn that the underneath of the car was severely rusted and in very poor mechanical conditionIf she had engine and transmission work done on the car by non-professional mechanics, that could easily point to a leaking transmission and other problemsWe have had thousands of cars through Yates Express Lube since July 2015, and this is the only complaint that we have before the Revdex.comWe admit when a mistake is ours, and we perform any necessary repair work to make the customer happyIn this instance, Ms [redacted] is laying the blame at our doorstep, and we do not agree that we were at fault in any way whatsoeverBest regards,Lee ME***Senior AdvisorYates Service, Inc [redacted] AvenueAlexandria, VA

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: Most of the information they provided about this complaint is and untrueThey were very unprofessional and rude and did not take ownership of the damage they caused Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: Most of the information they provided about this complaint is false and untrue. They were very unprofessional and rude and did not take ownership of the damage they caused. 
Regards,
[redacted]

From: Lee E[redacted]<[redacted]>Date: Wed, Jul 19, 2017 at 11:28 AM Attached is the Yates Express Lube invoice for the oil change we performed for Ms. [redacted] in July 2015. Our manager, Kris J[redacted], provided notes on the invoice, as well as very brief account of the...

condition of the vehicle and problems they discovered. Kris and another employee who was there at the time provided these additional details. ·         When Ms. [redacted] arrived at the station, she was concerned that her Honda’s transmission fluid was low.·         The fluid level was indeed low, so we filled the transmission.·         She also requested that we change the oil, which we did.·         During the oil change, we noticed a number of loose wires (not normal and not safe), and she was asked about them.o   She told us that her father had replaced the starter.o   We did not know how much other work her father may have done to the car, or if he is a certified mechanic.·         When the oil change was completed, the car was started and smoke began to come from under hood.·         When we checked, we determined that it was transmission fluid leaking onto the engine, but from an unknown source.·         The underneath of the car was so rusted that our manager, Kris, and the technician did not want to do any further work on the car.·         Kris told Ms. [redacted] that our automotive shop could diagnose the problem. He explained that the charge (in 2015) for vehicle diagnostics was about $120, but if we repaired the car, the charge would be refunded.·         Ms. [redacted] declined to have us diagnose the problem and had the car towed.·         We do not know if she had it towed home, to her father, or to another repair shop. The mileage on the car was 245,523. For a ten year old car with a quarter of million miles, driven in the northeast (snow and salt), I’m not surprised to learn that the underneath of the car was severely rusted and in very poor mechanical condition. If she had engine and transmission work done on the car by non-professional mechanics, that could easily point to a leaking transmission and other problems. We have had thousands of cars through Yates Express Lube since July 2015, and this is the only complaint that we have before the Revdex.com. We admit when a mistake is ours, and we perform any necessary repair work to make the customer happy. In this instance, Ms. [redacted] is laying the blame at our doorstep, and we do not agree that we were at fault in any way whatsoever. Best regards,Lee M. E[redacted]Senior AdvisorYates Service, Inc.515 [redacted] AvenueAlexandria, VA 22301