Business ProfileforThomas and Son, Inc.

For reference, this is the third review left by Mr. *******. At the bottom of this response I have provided the original review from google as well as my comment to that review (this was deleted by Mr. ******* after I published said comment). As well as his post from his Facebook. Let it be known, that the BBB does not allow me to post pictures or .pdf files to this comment. But I have them on record should they be needed to bring resolution to this dispute.


I would like begin by pointing out that the customers competence was never called into question. I simply defended our technician by stating that he has over 20 years of experience, has been employed with us for over 8 years, and he uses the correct tools. In fact competence was only mentioned in Mr. *******' second review from Facebook, where he questioned his own competency due to lack of experience. I also pointed out that if there was an issue with the service we provided, he should've given us the opportunity to correct it by bringing the vehicle in, rather than breaking it.


Furthermore, after reading through his second review he states he used part number "******" while providing pictures of this tool and how it mates to the housing cap, on his Facebook post. This is clearly the incorrect tool. The tool he used looks like the first version of the tool, which as I stated is known to break the tabs on this cover. This tool has been revised by Toyota, and now only makes contact on the fluted portions of the housing cap.


Regardless, I feel that Thomas and Son cannot be held responsible for this broken component for three reasons:


1) We did not damage the component.


2)The customer plainly used a known defective tool to remove the component.


3)We were never given the opportunity to verify or correct any potential problem. 


All we know for certain is that the customer used the incorrect tool which resulted in the damage of the component. And this is verifiable by pictures and part numbers he provides in his second review on Facebook.


When the customer was attempting to service his own vehicle, the moment he began having an issue, we should’ve been made aware (especially if the customers concern was related to a service we provided). Instead, he proceeded to break his vehicle, and attempted to hold us accountable for the damages he caused.


I have customer provided pictures from his Facebook verifying the improper tool used to break the vehicle, pictures of the oil filter housing cap that was damaged indicating that it was not cross threaded or damaged (other than the piece he broke off), Toyota provided service procedure verifying the proper tool to be used as instructed by the manufacturer, and pictures and prices of the tool to be used indicating the revision that corrected the issue of snapping tabs.


Again, and this is the important thing to remember, we have never not made our selves available to Mr. *******. We only heard about this issue after he broke his vehicle and indicated he wanted us to pay for the component he broke. Everything would have been very different if the customer would have contacted us instead of doing it himself, breaking the vehicle, and expecting us to pay for the damages he caused.


Thank you,
Andrew T.
Manager


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The customers original google review is below, followed by our response.


"if they offer to do your oil change, do not let them touch your car I have a oil filter housing on my 2017 Camry and their is a special tool you buy just for these filters that fit just around all the right grooves for a good fit. I bought this special tool and it had not problem fitting on. In fact it fit so well that it held up to the process of getting the oil filter housing off. That being I used my largest ratchet with a Pittsburgh jack handle from a 3 ton jack and with that I had to put my feet on my tire and use my body to pull this loose…. Completely insane I can’t believe a piece of plastic could be so strong. But it wasn’t strong enough. And it’s not their fault if you didn’t bring it into them again"
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Mr. *******,


I’m sorry that you destroyed a component of your vehicle trying to change your oil. What I can say, with confidence, is that in the 16 years that I’ve been employed here, our technicians have never removed an oil filter housing cap like you described. From looking at the pictures you supplied in your original review it doesn’t look like the oil filter housing cap had been cross threaded, or mishandled in any way, aside from the chunk you broke off in trying to remove it. However, based off your description of removal, I’m not surprised that you broke the component. 


I can also say that the technician that changed the oil in your vehicle has changed oil for over 20 years and has been working for us for over 8. I’m confident in his ability to not only install the aforementioned cap, but also remove it without damaging it. This could be in part because of experience, but also the proper tool. Tool number *****-***** has been revised 3 times by Toyota, one of these revisions dealt with the braking of the tabs on the housing cap.  


However, if something were to happen and he were to break it in removing it, we would be responsible to fix it. That being said, we did not break your car. You did. The moment you thought your abilities were being tested, the correct course of action would’ve been to contact us so that our technician could look at your vehicle. Instead, you choose to use a 3-ton jack handle and the weight of your body to forcibly remove this plastic cap, and in doing so you damaged it. 


I would ask before disparaging us because we denied payment for a part you broke, that you reflect on the circumstances around you obtaining the vehicle you’re in, and how we helped.  




Respectfully,
Andrew T.
***-***-****
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After the above response was posted on google Mr. ******* deleted the review and posted the following on Facebook with a number of pictures, which I have retained for our records and can share with the BBB if necessary.




"they offer to do your oil change, do not let them touch your car I have a oil filter housing on my 2017 Camry and their is a special tool you buy just for these filters that fit just around all the right grooves for a good fit. I bought this special tool and it had not problem fitting on. In fact it fit so well that it held up to the process of getting the oil filter housing off. That being I used my largest ratchet with a Pittsburgh jack handle from a 3 ton jack and with that I had to put my feet on my tire and use my body to pull this loose…. Completely insane I can’t believe a piece of plastic could be so strong. But it wasn’t strong enough. And it’s not their fault if you didn’t bring it into them again. Oh but hey it’s not their fault it took the that much force to get this off and I could’ve use the wrong tool ok. Here’s the part number people. Don’t mistake me for a fool! I did my research and got the proper tools for the job or maybe I’m incompetent for the job due to the lack of experience I have… I’m sorry I don’t think so you guys reply how you want to your customers but I will be contacting the better businesses bureau. Part number ******. Believe what you want have faith in that 8 years but I know what I had to do to get a over torqued oil cap/ housing off. It was pretty insane!"


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