To Whom It May Concern;
December 04 at 10 am, I took my 1993 Nissan Pathfinder to the Texaco Express Lube located at 11400 Mukilteo Speedway. Mukilteo, WA 98275 for a full service lube and oil change and replacement windshield wiper blades. I specifically requested "Havoline High Mileage Protection Motor Oil" as this product is warranted by your company as specifically formulated for the needs of vehicles with engines driven more than 75,000 miles. I have used this product regularly in my vehicle's maintenance schedule.
There were currently five employees on shift and my vehicle was the only vehicle presently there. While I waited for my vehicle to be completed an employee came in and explained my power steering unit needed flushing and serviced. I agreed for the additional work to be done.
After my vehicle was returned to me I paid invoice #01100-04564451 of $89.25 in full with my Visa and was given a receipt for the work they "warranted to have been completed". I then drove in excess of 40 minutes in traffic to my fathers home, in Edmonds Washington. After several hours following visiting at my father's home, I restarted my Pathfinder which immediately choked, banged, and knocked so hard it shook the entire vehicle. I immediately turned the engine off. My father opened the hood and found the oil dipstick laying on the side of the engine. He inserted it into the engine and upon removal it registered no oil. He reinserted the dipstick with the same result We waited several minutes and tried again, same result.
I called Texaco Express Lube and was immediately transferred to the shops manager Chris. He informed me what I was describing was impossible as the shops policy was to do back pressure test prior to releasing any vehicle and his employee had informed him it had been done as per policy. Chris requested my father check under my vehicle to be certain the oil plug was in place. After having been told it was, he requested the address I was located at and would come immediately. He instructed me to start my engine, heard the noise and signaled me to turn it off.
He had brought 4 quarts of SAE 5W-30 Havoline motor oil and an additive. After less than a minute following, he instructed me to restart my engine. The engine knocked loudly for several minutes and the noise subsided. Chris apologized several times, gave me two unsigned, un-dated Texaco Express Lube gift certificates and informed me his Manager, Jeff Deon, would be calling me Monday morning, 12/06/05, which did not happen.
To date, I have had made many unsuccessful attempts to come to a reasonable conclusion to this matter I am well aware mistakes by employees happen, however do feel it is the responsibility of the business owner to accept liability for employees errors. I also feel it is important for everyone to be aware of my position. I have a 9 year old son who commutes with me daily. I have a full time job, which requires me to be dependable and prompt. Granted.
My Pathfinder has high mileage. However, my vehicle's engine was in excellent condition, thanks to your Havoline High Mileage Protection Motor Oil. My vehicle was a testament to the quality of your product prior to your Texaco Express Lubes employee neglecting to replace the oil after draining it, during my full service lube and oil change.
I have also attempted to contact, whom I can only assume, is the owner of this branch, Ken McCallistar, 425-388-4677, who has not even been considerate enough to respond to my concerns nor complaints, For your Manager, Jeff Deon to say my vehicle has high mileage, too bad, see you in court, and that I should consider my self lucky it is running at all, is more than a bit hypocritical.
The fact of the matter is, My engine has sustained needless additional wear and tear due to the neglect of your employee. I feel I am being reasonable in requesting one of three options to correct this mistake made by your company.
Your company can 1. Replace my motor 2. Have my motor rebuilt 3. Replace my vehicle. I have also to date incurred considerable additional expenses due to this matter, rental car fees, ferry fee's, gasoline, time required away, from my job, and long distance telephone calls. My vehicle has been parked and not driven since this incident occured. The engine is currently leaking fluid which now has stained my driveway.
Jodi
Coupeville, Washington
U.S.A.
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