Complaints

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• Initial Complaint

  Date:08/04/2023

  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 got an oil change by heitzmans Friday July 28, 2023 as i always do regularly. i woke up monday morning and on my way to drop my children off my car shut off and wouldnt turn back on. heitzmans told me my engine locked and failed so i needed to look for a new car. i came home and all the oil that i just had put in my car was infront of my door. they have not even acknowledged the fact that the oil poured out of my car and How it poured out of my car at all. they told me because my car is a 1999 ******** ****** the engine just failed. i feel like they were at fault for the oil leaking out because they have not given me and explaination as to why or how it poured out my car. i feel hurt and cheated for the money i just kicked out recently for not only the oil change but the brakes and everything else i kept up on with this car. please help me. i am hurt. i can get any other documents you need to support my statement and why i feel the way i feel.

  Business Response

  Date: 08/16/2023

  To whom it may concern, I'm responding to the complaint about the 1999 ********  ***** . On 07/28/23 the mentioned vehicle was in our shop for routine maintenance as we have done several times on this vehicle, there was nothing different than the other times it was in, same parts and service. On Monday morning the customer stopped at the shop around 7am, the customer was ask to wait for 15 minutes till a mechanic arrived so he could check the car. At that point the customer chose to not wait for the tech to get in to look at the vehicle. When a mechanic could he went to customers home to check what the problem was, vehicle was low on oil from a obvious leak he put some oil in to get it back to the shop. At the shop the oil fiter was replaced because it was wet. Started  the motor and it had some noise. At that point the customer was called and explained to her that the engine didn't sound good. Because of the age of the vehicle we would not recomend any engine repair work or replacement. At that point the customer chose to get another vehicle and called us to ask if we could help her clean out the car and take of the license plate. Which we said sure. This situation is very strange to us we have had a very good relationship with this customer as we strive to do with everyone that walks through our door. We feel very bad for this situation , but if the customer would have waited for a mechanic that Monday morning we probably wouldn't be having this conversation. Thank you for your help in this matter.

  Customer Answer

  Date: 08/18/2023

  [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: ********
  
  I am rejecting this response because:

  The statement on what happened is NOT true but at this point its okay. I wont be taking my vehicle there anymore. I feel like i was loyal to a company that cant even BE HONEST and say what they did or didnt do that caused the oil to pour out of my car. And caused the engine to lock up and fail was their fault. And it bothers me that they keep saying that its the result of my car being old because i took Very good care of the car i had. But i hope the succeed and i guess it is what it is because they will NOT be touching anymore vehicles of mine.
  Accountability goes such a long way. Their story on what happened to my vehicle has changed MULTIPLE times which is how i KNOW they were at fault but they are finding EVERY reason to make it seem like i did something wrong when i didnt. I dnt accept the lies they are telling but i want to move on with my life and not dwell on it anymore. I wish them nothing but the best.
  
  Regards,
  
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