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Old 07-28-2021, 02:17 PM   #1
Tsnow
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Took my truck in for an oil change yesterday like I do every 5,000 miles. All of my oil changes and maintenance are done at this same dealership. The techs stripped my oil pan and they told me they could put in a new oil pan for $550 or drill and tap for $185. Not my problem or responsibility to replace what they damaged I told them. I have been moving up the manager ladder all day with these baboons. One manager offered to take care of the labor, oil and plug but the oil pan was on me. ($250). I laughed and asked for his manager. So the war begins...

What ever happened to customer service! If you damaged it then replace it. Rant over.
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Old 07-28-2021, 02:22 PM   #2
12RingKing
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Customer Service impacts profitability... especially in your case.
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Old 07-28-2021, 02:22 PM   #3
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That's really surprising. The plug threads are usually softer that the pan drain threads just to keep that from happening.
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Old 07-28-2021, 02:30 PM   #4
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Customer Service impacts profitability... especially in your case.
Yep, but it can be positive or negative impact.
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Old 07-28-2021, 02:31 PM   #5
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So what were they saying? Did they admit to stripping it?
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Old 07-28-2021, 02:32 PM   #6
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Originally Posted by Tsnow View Post
Took my truck in for an oil change yesterday like I do every 5,000 miles. All of my oil changes and maintenance are done at this same dealership. The techs stripped my oil pan and they told me they could put in a new oil pan for $550 or drill and tap for $185. Not my problem or responsibility to replace what they damaged I told them. I have been moving up the manager ladder all day with these baboons. One manager offered to take care of the labor, oil and plug but the oil pan was on me. ($250). I laughed and asked for his manager. So the war begins...

What ever happened to customer service! If you damaged it then replace it. Rant over.
Not sure how it's any of your responsibility to pay for anything past an oil change. Would be like someone working on your car accidentally caving a fender in and then offering to pay for labor and materials, but the fender cost is on you. Customer service isn't rocket science.
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Old 07-28-2021, 02:34 PM   #7
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Not sure how it's any of your responsibility to pay for anything past an oil change. Would be like someone working on your car accidentally caving a fender in and then offering to pay for labor and materials, but the fender cost is on you. Customer service isn't rocket science.
Drill and tap for $185. LMAO. Can't put a plug in a hole, but hey let's get a drill and then tap it. LMAO.
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Old 07-28-2021, 02:38 PM   #8
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Shouldn't they have records of ALL your oil changes with them...thus confirming that it was indeed them who stripped it? ...or did you sneak away to a quickie lube a time or two?
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Old 07-28-2021, 03:16 PM   #9
Tsnow
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So what were they saying? Did they admit to stripping it?
They TRIED to tell me that "happens, wear & tear" to a 11 year old, 120K mile truck. I laughed and said why did my other truck with 300K never had the oil pan threads stripped? Waiting for their call back, most likely go up there after work today to have a face to face.


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Shouldn't they have records of ALL your oil changes with them...thus confirming that it was indeed them who stripped it? ...or did you sneak away to a quickie lube a time or two?
They have every record. As do I. (I keep every record for resale purposes.)
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Old 07-28-2021, 03:17 PM   #10
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Drill and tap for $185. LMAO. Can't put a plug in a hole, but hey let's get a drill and then tap it. LMAO.
Oh man, I laughed so hard when he said that to me. LMAO
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Old 07-28-2021, 03:19 PM   #11
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Oh man, I laughed so hard when he said that to me. LMAO
Insane.
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Old 07-28-2021, 03:19 PM   #12
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Went through the same thing with a local kwik lube. Ended up paying for parts, but it was an 06 with 180k that we haven’t had long.
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Old 07-28-2021, 03:20 PM   #13
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Originally Posted by Tsnow View Post
They TRIED to tell me that "happens, wear & tear" to a 11 year old, 120K mile truck. I laughed and said why did my other truck with 300K never had the oil pan threads stripped? Waiting for their call back, most likely go up there after work today to have a face to face.




They have every record. As do I. (I keep every record for resale purposes.)
FTF is always better. Good luck.
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Old 07-28-2021, 03:20 PM   #14
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Quote:
Originally Posted by Tsnow View Post
They TRIED to tell me that "happens, wear & tear" to a 11 year old, 120K mile truck. I laughed and said why did my other truck with 300K never had the oil pan threads stripped? Waiting for their call back, most likely go up there after work today to have a face to face.




They have every record. As do I. (I keep every record for resale purposes.)
I had to do the same thing with my superduty. "Thats normal". No, it's not. You clowns need to stop using an impact to tighten a drain plug. "okay, you are right, we will cover it".

Think about all the people they scam on this that don't know any better...
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Old 07-28-2021, 03:23 PM   #15
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Insane. No cars on the lot, letís break their stuff when they come in for service and charge them for it. I have zero trust for a dealership.
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Old 07-28-2021, 03:24 PM   #16
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Yep, do it FTF during a peak time in their day. Don't be afraid to be loud about it.
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Old 07-28-2021, 03:25 PM   #17
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How did it end at the dealership yesterday? Did you pay anything?
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Old 07-28-2021, 03:28 PM   #18
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Talk to Connie
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Old 07-28-2021, 04:41 PM   #19
Tsnow
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How did it end at the dealership yesterday? Did you pay anything?
I paid for the oil change.


UPDATE: Lets just say they are replacing the oil pan tomorrow. I am not out one penny for it. They owned up for it. So I will continue to do business with them.
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Old 07-28-2021, 04:53 PM   #20
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Crazy that a man/woman should have to go through something like that! End of story.
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Old 07-28-2021, 04:57 PM   #21
eradicator
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I paid for the oil change.


UPDATE: Lets just say they are replacing the oil pan tomorrow. I am not out one penny for it. They owned up for it. So I will continue to do business with them.
wow. this is part of the problem imo. Why would you continue to do business with an incompetent company/business?
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Old 07-28-2021, 05:44 PM   #22
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I had to do the same thing with my superduty. "Thats normal". No, it's not. You clowns need to stop using an impact to tighten a drain plug. "okay, you are right, we will cover it".

Think about all the people they scam on this that don't know any better...

An impact for a drain plug
What are we talking, 3 full rotations?

Thatís just nuts.


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Old 07-28-2021, 05:49 PM   #23
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Crazy that a man/woman should have to go through something like that! End of story.
X2, they should not try to get away with this.
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Old 07-28-2021, 06:02 PM   #24
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Yep, do it FTF during a peak time in their day. Don't be afraid to be loud about it.
In most cases I will go above and beyond and cover things that I know were not our issue as long as the customer is willing to have a civil and intelligent conversation, once it gets loud or foul mouthed the conversation is over and they will be escorted out.

100% this situation should have never gone to the point it did but civility is always the best way.
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Old 07-28-2021, 06:24 PM   #25
Graysonhogs
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In most cases I will go above and beyond and cover things that I know were not our issue as long as the customer is willing to have a civil and intelligent conversation, once it gets loud or foul mouthed the conversation is over and they will be escorted out.

100% this situation should have never gone to the point it did but civility is always the best way.

As Iíve gotten older I have adopted the assertive but civil policy. Itís served me well.


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Old 07-28-2021, 06:53 PM   #26
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I had an earlier model S-10 Blazer and had an oil drip from the 4WD transfer case. I went into my local oil change place that I frequented and told them to check it out. They didn't check it and it ran dry causing hundreds of dollars in repairs. They paid for it.
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Old 07-29-2021, 11:58 AM   #27
Tsnow
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wow. this is part of the problem imo. Why would you continue to do business with an incompetent company/business?
Because, they righted the wrong. This is the first problem I have had there in years. People make mistakes, it is how they fix them that matters.



Quote:
Originally Posted by wdixon View Post
In most cases I will go above and beyond and cover things that I know were not our issue as long as the customer is willing to have a civil and intelligent conversation, once it gets loud or foul mouthed the conversation is over and they will be escorted out.

100% this situation should have never gone to the point it did but civility is always the best way.
Absolutely. The service manager even told me he changed his mind and decided to replace the pan on his dime because of how civil and intelligent my arguments were.
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Old 07-29-2021, 12:19 PM   #28
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Because, they righted the wrong. This is the first problem I have had there in years. People make mistakes, it is how they fix them that matters.





Absolutely. The service manager even told me he changed his mind and decided to replace the pan on his dime because of how civil and intelligent my arguments were.

I understand where you are coming from, BUT... That last statement is what would keep me from continuing to do business there. That is COMPLETELY the wrong motivation and reasoning. That service manager should have come out when you came to pick up your vehicle after the oil change/service and told you that they were sorry, but they damaged your vehicle during the service job, but here's what we did to correct it... What the company did under that service manager's leadership is try to get away with it and make you pay for it... That would have been the end of my relationship with them. The cover it up attitude would never let me trust the work I had done there again. Integrity starts at the top, and there is none there.
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Old 07-29-2021, 12:22 PM   #29
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This is the exact reason I put a Fumoto valve on my truck and any other vehicle I ever own will have one as well. Thankfully the Ram dealer just stripped the plug and not the pan (the one and only time I allowed them to do my oil change).
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Old 07-29-2021, 12:23 PM   #30
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This is the exact reason I put a Fumoto valve on my truck and any other vehicle I ever own will have one as well. Thankfully the Ram dealer just stripped the plug and not the pan (the one and only time I allowed them to do my oil change).
It's why I do it myself...
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Old 07-29-2021, 12:26 PM   #31
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I've been told my drain plug was dirty and needed a new one before...I couldnt stop laughing in the guys face and told him to clean it and screw it back in.

Glad they made it right!
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