The car has a possible oil leak that they were aware of and were supposed to look into it but never did.
I took my 2007 Chev HHR to them for repair after hitting deer. I went through Allstate Insurance Co. My adjuster *** ** says he discussed with ***** or the Shop Mgr about an oil leak that was noticed and to determine whether the leak was from a previous issue or from the accident. I even emailed ***** on it on October 24th to check on it. I also emailed her that same day about a prompt that came on after the accident showing "check traction control", to ensure it was looked into. Neither issue was ever looked into. My car repair totaled $4300. When I called them the next day, after picking my car up I spoke with *****. She seemed less than concerned that neither issue was looked into and actually blamed the insurance company adjuster for the oil leak not being looked into. She said they couldnt run a diagnostic on the prompt if it didnt show while they had the vehicle. I drove the car from Old Jacksonville to Robertson Rd in Tyler and it came on. Thats less than 4 miles away and it came on. ***** told me to bring the car in and they can run a diagnostic on it but to take it somewhere else for the oil leak. Now I will be out of a car again and have to pay for a rental. I dont feel this was handled appropriately at all, especially with as much money as this repair shop was paid.
I want the car repaired as discussed. Oil leak and traction control problems fixed. Simple as that.
I've read the entire complaint and I've researched this from all aspects. I want to address the 2 issues separately.
First off, the possible oil leak.
As I hope you're aware, this was an insurance claim repair which means the insurance company, in this case Allstate, is not only responsible for paying for the repairs, but more importantly, has to approve the repairs associated with the claim. We were aware from the beginning that the customer wanted a possible oil leak checked as possibly being a result of this accident. During the repair process, we did find some associated damage to the transmission pan which we then forwarded to Allstate for approval. The transmission pan was then replaced as part of the claim. We also found some oil build-up, but we were unable to verify that this build-up was accident related. We notified the Allstate adjuster, who came to our facility to inspect the vehicle. He came to our facility on October 28th and he determined that the oil build-up was not related to this accident; therefore, he denied this as part of the claim. Please understand that without insurance approval, we are unable to trouble-shoot, diagnose or repair any issue due to the fact that the insurance company **** deny payment. The Allstate adjuster told us that he would contact the owner and let them know they would need to take it to a dealership service center once the repairs on the claim were complete so that they could diagnose the oil issue. He also stated that he would advise the customer that if the dealership service center ultimately discovered the oil issue was part of the original claim, then Allstate would pay for repair.
On October 29th, we spoke with the customer and confirmed that the Allstate adjuster had spoken with them and answered all questions regarding the possible oil issue. Again, Allstate denied the oil issue as part of the claim, and discussed with the customer the actions to take once our repair process for the accident claim were complete.
Concerning the traction control light, we were made aware we needed to check this out as well. We have a computerized diagnostic system that we plug into vehicles that are displaying some type of alert or code, and the diagnostic system is able to troubleshoot the code and recommend a remedy. For the diagnostic system to work and properly troubleshoot a code, regardless of what type, the code has to be displayed on the vehicle. In the case of this customer's vehicle, there was not a "traction control" code light on at any time while the vehicle was at our facility including during the quality control test drive after repairs. Without a code present, there is no way for the diagnostic system to detect an issue. On November 8th, we asked that the customer bring the vehicle by with the light on and we would be glad to diagnose the issue at no charge what-so-ever. At this point, the customer has not come by our facility.
To summarize, Allstate denied the oil build-up as being part of the claim and discussed with the customer the actions to take, once our repairs were complete. The traction control light was never illuminated during our repair process so there was no way to diagnose a potential issue. We've offered to check the light out at no charge, but have not heard back from the customer.