My son and I saw Reliable Chevrolet's commercial on T.V. about bringing up 10 cans of food for their food drive. We thought that was a wonderful idea and would take advantage of it, since it was time to change the oil. To me it was also that we would be going north of Detroit very shortly so the van would be at least a 3 1/2 to 4 hour wait. We turned in our 10 cans food, received our coupon for an oil change to come home in Branson , MO for we didn't have that many hours to wait up there.
Our appointment was for 9 a.m. on Nov. 22, 2014 with a good 2 hour wait even with the appointment. When the car was being checked in I told the man that I wanted the oil filter changed also with oil change. He told me that they would take the oil filter off to be checked and changed if necessary. I informed the man that my father taught me to always change the oil filter whenever the oil was changed. It only costs just a little more with the extra dollars being will spent. The man informed me again that they would check and if the oil filter needed to be change they would. I told him that my father had taught me that the oil filter could not be used again if removed. The oil filter would not seal properly and could not be used again. The man just looked at me a d repeated that they would take the filter off and check if it was clear. (He might have said "clean" instead of "clear".) I told him again that I wanted a new oil filter. I asked approximately how much a new oil filter cost with the reply that filters were different prices and would let me know when the oil change was completed. I told him that that would be fine and I would pay for a new oil filter for I wanted the oil filter changed along with the oil.
The oil was finally changed and I was with ***** ** ***** to finish the paper work and pay for the new oil filter. I was informed that the oil filter was taken off, it was clean/clear and it did not need to be replaced with a new filter. I told ***** that I spoke with the other man at check-in and that I had told him 4 times that I wanted the oil filter changed along with the oil and air filters with every oil change. This I have made sure that the oil and air filters were changed! Jason kept on telling me that it was not done for they took the oil filter off and checked it.
A couple of days later we noticed that there were oil leaks on the drive-way in front of the garage. The car is always in the garage at night. The garage door is 180 feet from the street and the van is never, ever parked of left way out there.
I caught a cold and not able to come back as quickly as I would have like to have done. The 2nd trip with appointment to Reliable Chevrolet was on Jan. 6,2015 for 9 a.m. and arriving just before 9 a.m. I explained to the young man about the oil leak and that we were told that the oil filter was removed found to be clear and not replaced with a new oil filter earlier as I had requested. I had bought a brand new 5 quart jug of Castrol and a new oil filter. I would like to have the oil and oil filter changed today, please. This is all I would like to have done to the van. The proper oil filter and container of Castrol were on the counter. I was referred back to Jason D. Moore. The approximate 5 quarts of oil that they put into the van had leaked out since November 22, 2014 with another 5 quarts of oil my son put in also being leaked out, for approximate total of 10 quarts of oil for the van. With that much oil going through the oil filter I was sure that the filter would come out clear. Jason said they needed to do a "walk around inspection". We were called out to the garage when the walk around inspection was completed.
The information, Invoice XXXXXX, from the walk around inspection made the van sound like a piece of junk. My son checked under the motor when the van started leaking, the only place he could find any oil was on the oil filter itself. The information on the Jan. 6th paper also states that there is oil leaking down, but does not state from where nor could Jason or anyone else tell us where it was leaking down from.
***** ** ***** showed me the coupon for the oil change and it included the oil filter. He told me that the oil filter was changed when there is an oil change always. I informed him many times that is not what he told me on the last visit and saw him as well as when we came in to have the oil changed originally. They removed the oil filter and it was clear or clean and did not need to be changed. I tried to convince him that may times but he kept lying. Jason called a lady, Dixie, over to speak with us. She told us that they always change the oil filter with every oil change. That was fine but I didn't know they did that for this was the first time the van had ever been in their garage. Dixie gave me a very stern lecture about changing the oil filters. I have known all my life that the oil filter had to be changed with the oil. This is what my father had taught me, it could not be re-used after the oil filter had been removed for the seal was broken! Again Dixie told me about the changing of the oil filter. I told her again Jason telling us about the oil filter being removed, checked, did not need a new one so they did not install a new oil filter. I had requested a new oil filter and I would pay for it at first visit. Why didn't the first man remind me about the oil filter being included with the change? Not an answer.
I know that ***** told me on Nov. 22, 2014 that the oil filter had been removed, check, found to be clear/clean and didn't require a new oil filter. It should have been clear with 10 gallons of oil going through it! Did they cross-thread it and that is why Reliable Chevrolet does not want to put on a new oil filter?
On Jan. 12, I went back to Springfield to talk with ** ********* Used car Sales Manager at Corwin Dodge for we bought the van from them on **** 27, 2014. He remembered the van and the condition that it left the lot there.
We went on over to your dealership to speak with ****, Service Manager, but spoke with *****, 1st Assistant General Manager for **** was in a meeting. I explained that we brought out 10 cans of food and drove our van up from Branson to help out on the food drive, get the oil changed and combined our other errand we had to do that day. so very easy; the oil needed to be changed in the van before we went to Michigan very shortly. Because of the distance, price of gasoline,living on a exceedingly strict budget we do not come up to Springfield just on a whim for something to do.
*****, First Assistant Manager of Reliable Chevrolet on Jan. 7th, 2015 informed us that if a customer came in and wanted an oil change, they changed it. I asked even if sounded like a piece of junk as this paper, invoice XXXXXX, made out our van to be? Why wouldn't they pull the van off of the line explain the problems it had. Again, ***** told us that when a customer came in, requested an oil change, they changed the oil! All I wanted to do was to help someone with our 10 cans of food, get the oil changed for the car to be ready to go to Michigan. I never wanted to cause any problems at all, just get the new oil filter and oil change and help someone.
I explained the problem that we had with a simple oil change, request for the oil filter to be changed also. When completed, ***** ** ***** had told us that the oil was clean and not replaced even though I requested it to be done. I would pay for a new oil filter. Jason denying that he ever told us that the oil filter was removed, checked to be found clean,oil filter did not need to be replaced! That Dixie cam out to give us a stern lecture about their procedure of changing the oil filters. I think that is great that they change the oil filter automatically but not done in our case per Jason Moore. Not even when I came up with my own 5 quart jug of Castrol with a proper new oil filter and oil in the van when we bought it June 27,.2014, per Ty Stephens, at Corwin Dodge informed us that morning.
It is strange to me that Reliable Chevrolet will do an oil change on a piece of junk, like ours as they think, with out informing the customer of the problems and possibly making more revenue. This is a loss of money for the dealership as far as I'm concerned. It would also keep a car on the road that possible could cause a wreck. I was trying to pay for an oil filter that was included in the oil change.
It is almost 44 miles to Reliable Chevrolet dealership from our house and we have made 4 trips and then this one to turn in the paperwork to you, The Better Business Bureau. The office was closed at that time. We have had to stop to get gas every time, making it over 88 miles per round trip, time 4 is 352 miles. It is 809 miles to where we want to go to in Michigan, making it only 757 miles left to go. This 5th trip, 5 times 88 is 440 therefore only 369 miles left; making us more that half way to Michigan! This is the most expensive oil change that we have ever had!! Such an easy and simple thing to do, help out someone with the 10 cans of food, get the oil & filter changed, car ready for the trip, that is all I ever wanted to do. Look how much un-necessary money, wear and tear on the van it has cost us! ***** did say that the next oil change would on him. I just looked at him, saying nothing. Our van will never, ever be in Reliable Chevrolet garage again. Our van will always go to Corwin Dodge for any type of work that is required in the future.
On Jan. 15th, we returned back to Corwin Dodge,per their request, to check the oil leak from the dye that they inserted into the van's oil system on our last visit there. We were given the invoice XXXXXX, J.D. Weatherfield, consultant, of the repairs that were required to correct the van. The circled item was the cheapest and easiest to repair of all of the items. I didn't have the money for all the necessary repairs to be made on this day. We returned home.
This was trip number 6 X 88 miles for 528 miles and only 281 left to arrive at our destination in Michigan!
On Jan. 16th we returned to Springfield, MO from Branson, MO. to speak with ** ******** about the condition of the our van when we brought it from them on **** 27, 2014. ** ******** informed us of the compressive list that a used car has to go through before it can be put on their lot for re-sale. This is per Missouri law on every used vehicle, that this list must be completed or it can not be for re-sale.
This was our 7th trip, 7 x 88 = 616 miles with only 193 miles left to drive to our destination in Michigan. This is a very, very expensive oil change.
On our 8th trip, Jan. 18th, we were told by O'Reilly Auto Parts that the oil filter AC Delco Dynagarde #XXXXXXX was the wrong oil filter of our van. It did not even cross reference with the correct Microgard MGL XXXXX. The oil filter that Reliable Chevrolet, AC Delco #XXXXXXX, inserted into our van was the wrong one and definitely shorter and smaller in diameter. The oil that was being circulated through the smaller oil filter was too much and had to go somewhere, most likely that is what was leaking and causing the problems with gaskets.
We went on over to Corwin Dodge with our proper oil filter for our van, new 5 quart jug of oil and Lucus oil-stop, that was suggested by Corwin Dodge. Corwin Dodge inserted the proper oil filter for our van and the new 5 quart jug of Castrol as I requested Reliable Chevrolet to do many weeks ago with them refusing my request. Why? If Reliable Dodge would have complied, it might have save the gaskets since the van would not have been driven a minimum of 616 excess miles.
This a very, very expensive "free oil change for 10 cans of food" considering the cost of gasoline,wear and tear on the car as well as the tires. We live on a very strict budget since I am on a fixed budget. The van gets 16 miles per gallon 809 miles/16=50.5 gallons x $1.67 = $84,34 at today's price of gasoline for one way to Michigan. In a couple of weeks there is not any telling what the price of gas will be. Hopefully when we return back home here in Missouri, the price of gasoline will still be low.
The old saying of "If it seems to be too good to be true, it probably is." We learned the hard way that this is true old saying, at least in this instant. So far 88 x 8 = 704 miles driven, with only a 100 miles to go we will be there in an hour and a half.
Our 9th trip to Springfield is to turn all the papers, receipts and show the incorrect oil filter to the Better Business Bureau.
88 9 = 792 miles, only 17 miles left !
**** ** ****
*** **** ******** *******
******** ** XXXXX
Reliable Chevrolet pay Corwin Dodge to correct the damages to the van that they caused by installing the wrong oil filter, gasotine and wear & tear on our van
Dear Ms. *********
Mrs. **** presented a 2002 Dodge Grand Caravan to our dealership because she wanted to participate in our donation campaign for the Grand Oaks Mission Food Pantry. The dealership was exchanging a lube, oil and filter maintenance service for 10 cans of non-perishable food items. At the time of the visit, her vehicle had 121,299 miles on it.
With the utmost respect to Mrs. ****, it was evident early on that she was not fully understanding the information we were providing her. First, so there is no misunderstanding moving forward, we have always, and will always, install a new oil filter with every oil change. That is an industry wide standard whenever changing oil. To that end, we installed the correct oil filter on Mrs. ****'s Grand Caravan at the same time that we changed her oil except that we did not use a MOPAR oil filter since we are not a Chrysler franchise; but, instead used a specifications correct oil filter. The only difference between the two filters is that filter we used, an AC Delco oil filter, does not bear the part number of the MOPAR oil filter since it was not manufactured on behalf of Chrysler.
What we believe Mrs. **** was confused about stems from one of our standard processes at check in. We perform a multi-point inspection to include looking at belts, hoses, fluid levels and air filters. We are certain that Mrs. **** was confused about our saying that, at this time, her vehicle's AIR FILTER, (emphasis intended), looked clean and didn't need replacing. On multiple occasions we attempted to clarify that with Mrs. ****.
On November 22nd, we changed Mrs. ****'s oil and oil filter. As Mrs. **** states in her letter to your office, she later contacted us to advise that she had oil leaking. This was on January 6, 2015, with 121,887 miles on her vehicle or, an additional 588 miles. Now, in her letter she states that her vehicle lost 10 quarts of oil. We find this challenging to understand because the loss of only 5 quarts of oil at any given time could only be caused by a very severe and conspicuously noticeable oil leak and would have caused catastrophic engine failure. Our technician observed oil possibly leaking from the oil pan, not to be confused with the oil filter which Mrs. **** may have done. Our technician further suggested that a more intensive diagnosis would be needed to confirm the source of the leak.
It is interesting to note that two days later Mrs. **** drove back to Springfield so that Corwin Dodge could examine the vehicle at which time a technician from Corwin Dodge suggested replacing the power steering pressure line which he states was leaking, along with the lower intake gaskets, the oil pan gasket, the crank shaft seal and the valve cover gaskets. All of which might also cause fluid leaks if not properly maintained and replaced as needed. Then, eleven days later, Mrs. **** once again returned to Springfield and had an oil filter she purchased along with oil put into her vehicle along with an unknown oil additive. She also requested the oil pan gasket be replaced. From the date of her first visit to our dealership, up to the date the vehicle went to Corwin Dodge, Mrs. **** put a total of 1,245 miles on her Dodge Grand Caravan.
Finally, to be responsive to Mrs. ****'s suggestion of a fair resolution, I again affirm the oil filter used was the correct size and thread. The list of items Corwin Dodge is suggesting be repaired, as I mentioned above, have no direct, or indirect, correlation to the work we performed on November 22nd. The fact is, the list of items Corwin Dodge has suggested be done are not at all untypical maintenance steps needed for a vehicle of this age and mileage. Furthermore, the fact that she elected to travel to Springfield for further investigation of issues associated with her vehicle and to drop off, in person, her written complaint to your office, was all done of her own volition when she could have gone to Tri-Lakes motors for investigation into the leaking fluids and she could have mailed or e-mailed her complaint to your offices.
Reliable Chevrolet dealt fairly and honestly with Mrs. ****. Our flaw, if any, was that we were unable to communicate with her in a manner that she clearly understood. I am sorry for any inconvenience she encountered; and yet, I hold complete reservation to affirming any such inconvenience was the fault of Reliable Chevrolet.