Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a used 2017 Honda Pilot from ***** Automall working with *** *********** and **** ******. Went through the typical car buying process and it was smooth enjoyable. We purchased the car on April 5th, 2025. Come April 10th, 2025 the check engine light came on for Emission System Problems. According to the *** and service report he had shown me during negotiations, ***** Service department allegedly replaced the catalytic converter and O2 sensor. This vehicle will not pass an emissions test which is required to register a new vehicle in my county. I essentially have a car I cannot register once the temporary tag expires. I called and spoke with *** directly about this concern and he immediately downplayed saying things like this happen with cars as if I hadn’t just bought it from them. My wife and I now have to spend our time and gas money driving out there and back to hopefully get it fixed so I can register it and legally drive it.

  Business Response

  Date: 04/29/2025

  In response to Mr. ******** complaint, we replaced the O2 sensor with a factory part and the check engine light went out.  

• Initial Complaint

  Date:11/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called them to see if they could do a brake inspection they said yes a got me in on a Saturday got an oil change and a brake inspection I was told I needed brakes so I agree to do brakes and rotors all the way around. Keep in mind they never inspected the brakes or rotors I had on there once job was finished I had the lady tell me the back brakes will smoke because of the year prior fluid film spray so I leave notice something was wrong with the brakes they called me on Monday supposedly to do a check up I told them my back brakes were still smoking they said bring it back gave me a loner vehicle because my vehicle was not safe to drive week later after playing phone tag with them they call me back stating my master cylinder, front and back calipers were bad and another hcu unit was bad and there was aluminum oxide coming out the hose. Was told by the service director ***** ******* that they do a 6 to 12 mile post inspection after a brake job and on the paperwork there was only a two mile difference. So on a Sunday I had my vehicle towed off the lot to get a different opinion they told me only thing wrong was I needed two back calipers and nothing was wrong with the master cylinder and the hcu unit or the front calipers I was lied to so they are shady and unprofessional and take advantage of people and they do crap work and doubt the guy was certified in doing any kind of vehicle work they get there employees from the Marc’s grocery store right down the street and put unsafe vehicles on the road and the service director is a liar and have paper work stating he is as well

  Business Response

  Date: 12/18/2024

  In response to Mr. ******* complaint, Mr. ***** brought his 2015 Chevrolet Silverado 1500 into our service department on Saturday 10/05/24 for a brake inspection . We found the pads all the way around were worn to 2 mm and needed to be replaced. Quoted the customer and he approved the work. We replaced the brakes all the way around test drove and released vehicle back to the customer. On Monday 10/07/24 we called for a 24 hour follow up **** expressed his truck's brakes were smoking and dragging. We had him bring it in on Tuesday 10/08/24 and gave him a loaner vehicle. We called him Thursday 10/10/24 letting him know we found metal debris in the brake system from a failure internally to the system, we recommended a complete brake system flush and replacement of the system. He came in on Friday 10/11/24 with his brother and spoke with our Service Director ***** ******* and ***** offered a resolution of covering the labor charges if he provided parts. He advised ***** to call him Monday and he would let us know how to proceed. During non-business hours on Sunday 10/13/24 he had the truck towed out without telling our staff and would not return any calls. Finally on Wednesday 10/30/24 **** answered one of our calls and told us he had the truck towed out of our lot and fixed elsewhere. ***** ******* advised him that was a breach of our rental agreement, and we needed the truck back asap or the rental would be reported stolen. **** came in that evening and told ***** he was holding our loaner hostage until we refunded his money for the brake repairs. ***** advised him that he had now had the loaner vehicle for 22 days and at $45 per day his rental fees would be $990 since he breached the agreement. He refused to return the loaner still. Service manager ******* *********** then called the Portage County Sheriff's office and they were able to get our vehicle back to us and ***** agreed to wave all rental charges.

• Initial Complaint

  Date:08/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called the dealership where I currently have a lease for my Dodge Durango, to get a back tire fixed. I told them that every few weeks I have had to put air in my tire for a slow leak and told them which tire it is. Before bringing it down I went to fill all the tires at the gas station right down the road from the dealership. I just wanted it plugged. I waited two hours and after all that waiting and they finally tell me that the hole is too big to plug and that I need all new tires and it’ll cost $2,400. I said what do you mean it’s too big of a hole? I said show me the tire. So they take me to the car and never actually plug or fixed the tire I came for. Now all of the sudden my front tire has a huge bolt it in and is leaking air rapidly. That hole was not there before they took it into the garage!!! I know for a fact. Now they are trying to swindle me into paying for new tires.

  Business Response

  Date: 08/14/2024

  On Saturday 8/03/2024 ****** ***** came into the service department for his 1:30 appointment for a Recall and tire leak concern. The vehicle was written and dispatched to one of our technicians. As the technician pulled the vehicle into his bay, he grabbed Service Director ***** ******* and showed him the bolt in the driver's front tire in the side wall. The location of the bolt was in a non-repairable location and with the Durango being AWD the vehicle would need four brand new tires so no damage would happen to the drivetrain. The customer was talking with **** ****** one of our salesmen looking to refinance the Durango. ***** explained the situation to both **** and ******. **** said get us a tire quote and I can include it in the refinance of the Durango. *** ******** the service advisor printed a quote and advised that we didn't have any in stock at that time. They told *** they would let her know what they figured out. A couple hours later ****** came back to the service department upset the vehicle wasn't done. ***** advised him like he stated before the tire is unrepairable and would need replaced. Offered him a ride home or a vehicle to drive until Monday when they would arrive, ****** declined asked if it was drivable ***** advised him not too for fear of a flat while driving. He continued to get upset and claimed we did this to his vehicle ***** assured him we did not and offered to review the camera's together he declined and demanded to leave. ***** advised once again not to drive on the tire with the bolt in it. The customer stated he would go elsewhere for cheaper tires. ***** offered the tires at employee price to assist on pricing ****** still declined and demanded to leave. ***** had a technician air up the tire and pull ******'s Durango out of the bay. Asked ****** to sign the repair order for the recall he declined and declined taking a copy of his repair order.

• Initial Complaint

  Date:07/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 28 , 2024 I ******* ****** was in route to new york city from Detroit mi, car was over heating due to busted holes to coolant tank & radiator so I exist and gat directed to this Chrysler dealership .I then drove my car in to the dealership asking where the closest Mercedes dealership was , they replied they had no idea & that they had no tow trucks to tow my car because it would have to be towed to Cleveland or Akron oh, They said they can repair the car at Haasz auto repair part of the Chrysler dealership. They had me sign my initials to give them permission to do pre- and -full diagnoses of the car which the did .Next they contacted me by phone and said they finished full diagnoses and they know exactly what the issues are and told me they would have to order parts, and install them to repair the car .The total cost for parts labor & repair in total would be $2,600 I replied "ok" the guy said my car would be repaired by the 10th of july .On the 9th of july I received a call from worker ***** saying the parts came in and the mechanic installed them properly and the car won't stay started unless you keep your foot on accelerator and that his guy doesn't want to work any further cause he has no idea what went wrong.Now they suggested I tow the car from there dealership to a Mercedes dealership.So on the 9th I called Mercedes Benz and they were willing to tow my car as a courtesy from Chrysler dealership to Mercedes. I called to inform them that Mercedes will be coming to tow the car , they replied ok, when Mercedes tow man gat there they refused to give him my car key and told him ******* ****** had to pay a $2,600 dollar ticket before they can release the car. So I then contacted the president of the dealership Kevin Haasz who never respond but had another guy name Jeff contact me by phone last friday and said if I give them $ 1,500 he would release my car to Mercedes with no st attached. This is discrimination , extortion, and failed to produce invoice $

  Business Response

  Date: 07/19/2024

  **. ****** stopped in on 6/28/24 with an overheating concern. We quoted a diag charge which he agreed to. Once we diagnosed the problem we called him and told him it would cost $2600 to repair his vehicle and he gave verbal approval over the phone. Once completed his over heating of the engine we believe had caused further damage and recommended to be sent to Mercedes. He sent a tow truck before paying the bill in which we advise the tow company we could not release the vehicle until approved repairs were paid for. **. ****** called in and spoke to ***** ******* our service director and expressed his concern on the price of the repairs. ***** and *** came to a resolution of $1500 on 7/11/24 per their phone call and *** would call in on 7/16/24 to pay the bill. *** has not reached out to us since that conversation to settle the service repair. 

  Customer Answer

  Date: 07/19/2024

   I am rejecting this response because: I did not agree to paying any cost . when my car was running fine when I drove it in the Haasz Chrysler dealership they offered to do a pre - as well as full diagnoses and charged me $225 cost  , before agreement. To be added to total cost ,after repair of the car ,  the reason they gave me a courtesy ride to the Akron bus station .And before I left my car was running good problem was over heating issued before I let my car was running fine and it was not even over heating at the time  . They ordered parts then installed parts and now the car won't stay running and its not drivable there own words and that they advise me to get it towed to a Mercedes dealership cause at this point they are the only ones that can tell us what's wrong .They were the last to drive and performed work on my car, I don't know what they damaged on my car  evidently  their mechanics installed the parts properly if the car was running now its not running or drivanle.And they refused to release my keys so Mercedes Benz could inspect the car and provide answers . by law could be a form of discrimination , extortion -damaged property , bad business, I refuse to pay for parts when I don't know where they came from , wasn't installed properly, car was not repaired it has been damaged to the point it wont start , not drivable , that is  unacceptable and negligence on there part .please release my car to Mercedes Benz in Cleveland ,Oh and take responsibility for what ever your mechanics mistakes were. Do to the late invoices requested by ******* ****** to be e-mailed  before last Tuesday  of the cost of $2,600 and $1,500 dollar tickets Haasz claims to have accumulated for Teacher pulley, radiator, and hoses to the reservoir tank. , parts , labor, repair, ect .I have filed a complaint with the Ohio attorney  general of traders consumer Breuer , and I also filed a complaint with the FTC .as well as with the BBB. No further comments .thank you .

   

  
  

  Customer Answer

  Date: 07/19/2024

  Late requested invoices from Chrysler Haasz auto mall located **** ***** ***** ** ******* * ** ***** e-mailed to ******* ****** for total cost of $2,600 and proposed $1,500 with out me or Mercedes Benz inspection unacceptable by law . The car fulling knowing I was in New York city ." fruad" , extortion and damages of ******* ******'s Mercedes Benz s550 4matic 2007 .please pay for damages maid as well as prior  repairs.   unprofessionally performed by your dealership auto repair . totally responsible for the damages ect.My car is not running now it was running when i drove it in to your dealership and repair shop since your mechanics installation of  parts and  mechanics services. No repair !!!! DAMAGES must be paid for in full or I will be forced to file a lawsuit against Chrysler Haasz automall  dealership . and Kevin Haasz owner as well as the mechanics for the damage to my Mercedes Benz s550 4matic 2007. Thank you.

  Customer Answer

  Date: 07/22/2024

  On Mon, Jul 22, 2024, 1:58 PM ******** ******* **************************** ******
  
  Please advise when you will have a tow truck here to pick up your car so I can have the keys ready.
  
  
  ***** ******* | SERVICE DIRECTOR
  
  
  HAASZ AUTOMALL
  
  PHONE: ************ | EMAIL: **************************
  
  **** ** ** ** ******* **** ***** 
  
  
  
  
  
  
  ***** ******** ******* ****************************
  ***** ********* **** *** **** **** **
  *** ******* ****** *********************
  ******** *** **** ******** ****

  Customer Answer

  Date: 08/06/2024

  [[BBB transcription via email]]

   

  We still need **. ****** to pay his discounted Repair Order amount of $1500 on the work that he approved.  Haasz Automall is obviously not responsible for preexisting issues on this 2007 Mercedes with 276,938 miles on it and will not pay to recondition **. ******'s vehicle.
  
   This is the response of Chrysler Haasz Automall repair in Ravenna Oh. This is unacceptable after damages done to my vehicle during attempt to repair .In stead my car was totally damaged by Haasz auto mechanics who are reliable for all damages and repairs.the car was released to Mercedes Benz to diagnose issues for car not starting after so called repairs were performed by Chrysler Haasz dealership.My complaint was forwarded to Auto cap from ohio attorney general's office .Auto cap can only provide resolution when the car is purchased from a dealership  under there warranty. I did not purchase my car there , I drove in to find directions to a Mercedes Benz dealership in the area . Which Haasz dealership said they had no info on .Then they offered to do pre and full diagnoses of issues , witch they performed. Ordered the parts , assembled for repair of the car cost was $2,600 - cost for full diagnoses, parts, and repair for july 10th or days after I could come pick it up.Then they call me on july 9th and ***** said his mechanic received the parts and put them on and now the car Wont start its not drivable and that they advise me to get it towed to Mercedes and that they would assist me. I called Mercedes and they agreed to tow it from Haasz as complementary .Then I called Haasz to tell them the tow from Mercedes would be on there way .they responded "ok we will be looking out for him.When the tow man arrived the refused to give him my keys.Reason they say I owed them a $2,600 ticket.I them contacted the dealership owner by email and they told me he would release the car for $1,500 withholding and refused to send me invoice for $2,600 and one for $1,500 .I had to file complaint to BBB before I received the invoices from there dealership. Then when I filed the complaint with Ohio attorney general's office they released the car to Mercedes Benz for $0 .Now the car has been diagnosed by Mercedes Benz in ***** ******* ********* **.Who sent me a $1,400 bill for damages to my engine after Haasz damaged while trying to repaired . I need my car repaired and Haasz Automall Chrysler dealership is totally reliable for full cost of repairs. Can someone please get in contact with me respectfully ******* A. ****** thank you.#21999925 complaint number.

  Business Response

  Date: 08/08/2024

  When **. ****** arrived at the dealership we explained to him there was a Mercedes dealership in Akron. He had stated he was already here and asked if we could look at it. We told him once the car was pulled in the vehicle didn't sound right and there may be engine problems, he assured us that every time he has added coolant that noise had went away. We fixed the approved coolant leak repairs by **. ******. Once said repairs were fixed the engine noise was still there and we recommended the vehicle to go to Mercedes in case it was an internal engine failure. **. ****** sent a tow truck to haul to Mercedes, but the repair bill had not been taken care of yet. Per our policy any and all vehicles must be paid for in full before release. **. ****** was upset about approved costs and spoke to our Service Director ***** ******* and agreed to a discounted price and ***** emailed **. ****** per his requested both the before and after discounted repair. **. ****** has still not paid the bill; Haasz has released the car in good faith the bill would be taken care of by **. ******. The damages that Mercedes has found were preexisting and not the fault of Haasz Automall and would be fully **. ******'s responsibility.

• Initial Complaint

  Date:03/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a truck in September 2023 from Haasz Automall of Ravenna and I sold it on December 15th 2023 to Klaben Ford of Kent. When I originally bought the truck Haasz Automall sold me an extended warranty for the truck for $3,365. Now, since I sold the truck I bought from Haasz I am entitled to a refund depending on the mileage I used. I went into Haasz on 1/10/24 to cancel the warranty and file the paperwork to get the refund. I was told 6-8 weeks and I’ll have my check for $3,113.64 in my mailbox. On the 8th week of constantly checking my ‘Informed Delivery’ and physical mailbox, I called Haasz on 3/5/24 and was directed to a voicemail where I left a detailed message explaining that I had not received the check at the end of the 8 weeks and that I had already called the warranty company and the warranty company told me the check would be coming from Haasz. I received no call back from that voicemail so I called back a couple days later and talked directly to a man in finance who completely shrugged off my concerns and continued to enjoy his mid morning snack as if I was interrupting his break, telling me somebody just retired and they’re behind. He took no approach to even ask me my name or any details about my situation. So another week goes by, and I call this past Saturday and asked for the store manager, he didn’t hear me out either, and I was forwarded back to finance within seconds of me wasting my breath, being told they would know more about it. I talked to a lady in finance who was just as helpful and said she will figure out where my check is and will call me back MONDAY. She never called me Monday. I call today, WEDNESDAY, and am directed to voicemail, I left a clear, detailed message and I received no call back. This is the second time leaving a message and not getting a phone call back. I am beyond my patience as $3,113.64 could be earning interest in a savings account. This is week 11 and I have no answers from these people.

  Business Response

  Date: 04/09/2024

  We have processed this refund.  

• Initial Complaint

  Date:10/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10/13/23 vehicle is having electrical problems. Towed to the dealership they cannot find the problem. Will not give a loaner vehicle. The customer service and technician very rude. Now they wont call me back. Will only answer in text message now if at all. Paying for a new vehicle thats not reliable.

  Business Response

  Date: 11/21/2023

  ******,
  
  The customer was frustrated with the process and ultimately made contact with the Service Manager. Our team explained that we do our best to provide rentals to customers un-scheduled repairs as availability permits. After the customers' frustrations were shared with the **** ultimately the solution was given and chosen to document all that was done to re-create the customer concern and return the vehicle to the customer with a full tank and fully detailed due to shared frustrations from the customer regarding cleanliness and miles put on the vehicle. This was completed and the vehicle returned to the customer on 11/1/2023.
  
  
  

  Haasz Automall

• Initial Complaint

  Date:09/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6/10/23 I took my car to Haasz Automall for service.It had transmission issues.They told me it needed a computer software update,which they did.it cost me $233.80. After picking the car up on 6/13/23,I drive it for 20 minutes,the same transmission problem is still there.I return my car back to the Dealership.Second work order starts on 6/14/23.This time they inform me a wiring harness connector from the engine to the transmission is leaking.They replace this.It costs me another $486.46.I pick up my car the second time on 6/22/23.I test drive it for 3 hours.No problems,I 'm now thinking the problem is fixed.Two days later,I drive the car,same transmission issues.Nothing was fixed,same issues as before,but now I smell transmission fluid burning.I return the car back to the dealer for a third time.Third work order starts on 7/5/23.Service Department tells me,transmission fluid is a quart low,after telling me they topped it off after the work was completed on work order number two.The Service Department then tells me,the transmission isn't leaking,and there is absolutely nothing wrong with my car.I pick it up the third time on 7/6/23.I live approximately 14 miles from the Dealership.Three miles from home,the car breaks down.The same transmission issues as the first time I brought it to The Dealership for repairs.I found a top rated transmission shop,for I could not trust Haasz Automall to treat me honestly and fairly.The transmission shop had the problem diagnosed and repaired in one day.It cost me another $1068.68.I contacted the Dealer in early August and gave them an opportunity to make it right.They never responded to me.That's why I'm filing this complaint

  Business Response

  Date: 10/04/2023

  In response to customers Request.

  We acknowledge receipt of a letter from the consumer in August. Our management team did attempt to make contact. We performed an internal review of the customers visits, expenses and repairs attempted and made and agree with the customer this situation could have been better handled. We would like to make contact directly to meet the customers immediate expectation for 50% reimbursement of the requested repair order as well as an apology from the service director.

  please forward the following contact information:

  ****** ****** 

  ************ ext ***

  *************************

  Customer Answer

  Date: 10/12/2023

  [BBB transcription]

   

  Consumer stated via email they have received a refund from the business. 

• Initial Complaint

  Date:02/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2020 Ram **** from Haasz in May of 2020, since then the truck has been in the shop for a total of 11 months for the same reoccurring issue. In August of 2021 I had to take it to Haasz again for this issue. They had the truck for almost 2 months, I got the truck back and only had it for 9 days and the motor blew up- after they just had it all apart. Since September 2022 the truck has been sitting on their lot and noone is willing to do the repairs to make it right.

  Business Response

  Date: 03/08/2023

  In response to ******************** complaint, he purchased a 2020 Ram **** Bighorn from Haasz Automall on May 26th, 2020. At the time of sale, a service contract plan through Chrysler was purchased by the consumer. The vehicle has been in our service department twice since purchase. First visit in July of 2022 was repeat repair originally performed by another dealer and included top end engine components and an oil change. After repairs were completed and quality checked, the customer picked up the vehicle September 6, 2022 at mileage of 76,742.  On September 26, 2022 the vehicle was towed in to our service department with ****** miles and a complaint of oil pressure light came on and flashed. After restarting the vehicle had a knock in engine bay. The technician inspected the vehicle and found the oil was low (1 qt remaining in engine). There were no external leaks found from the engine. Draining the oil from the vehicle it was found to contain excessive amounts of metal.  At this time, we reached out to the customers extended warranty. Following their process and providing all requested information, the warranty company sent out an on site inspector prior to any tear-down for root failure. The inspector took his own findings coupled with the technicians notes and findings and determined that the failure was due to lack of maintenance overall. They did not request further tear down at that time and denied any engine related claims.  Since that date the customer and ********************** has attempted to appeal that claim with no success. It is the service contracts findings that there was internal failure but continued driving by the customer caused catastrophic damage potentially avoidable had it not been driven with no oil.
  The customer has been in a rental provided by the dealership this entire time with no financial responsibility to the rental.