Complaints

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday 9-25-23. I took my 2018 ******** to Premier Oil Change in ******* ** for an oil change. I have been using premier oil change for years. Normally when I enter the bay, I am instructed to turn my engine off and on a couple of times. I was waiting for direction. All of the sudden my car started shaking like an earthquake. Attendant named ******* ran over and asked if my engine was off. I quickly turned it off and told them that it was now off. They never told me when to shut off my engine and began working on my hybrid car. They changed the oil with the car running. Because it is a hybrid it is totally silent while idling until the engine kicks on sporadically which is what happened and caused the shaking. My dash screen lit up and told me to check the hybrid system. I told that to the attendant and he instructed me to drive a bit and if it gives me any issues to come back and they will take a look at it. I went through their car wash and drove out of the parking lot. I made an immediate left turn and my car began to sound an alarm and said to check the hybrid system, pull over, call roadside emergency assistance. I immediately pulled over, turned on my hazard lights, and called AAA to have my car towed to the Kia ********** in *******. I remained in contact with ****** at Premier Oil change through this process. Tuesday I got an update from the ********************** that my engine may have seized. I relayed this information to ****** at premiere. On Wednesday it was confirmed that I need a new engine. I relayed this confirmation to ****** at premiere and he contacted his branch manager. On Thursday morning the premier oil change branch manager named ****** called me to say that the events are unrelated because he observed them putting oil into my car and when my a car arrived at the Kia ********** it had no oil. He concludes from this that the engine failure has nothing to do with the incident that happened immediately prior while getting my oil changed.

  Business response

  10/11/2023

  This matter has been forwarded to insurance. 

  Customer response

  10/12/2023

  I am rejecting this response because:

  ****** the Eureka branch manager lied to his insurance agent at Farmers and said that I was told to turn the engine off and that the resulting damage, complete engine failure, its my fault. Apparently the customers are expected to know the oil change process. ****** completely lied as I was never told to turn my engine off. 

  
  

  Business response

  10/23/2023

  This complaint was turned over to our insurance. After investigating the details of the claim the adjuster determined that Premier Oil Change had no liability in the matter. As a goodwill gesture *************************** our District manager has offered to assist in covering the customers insurance  deductible if they choose to turn the claim over to their insurance.  

   

   

  Customer response

  10/25/2023

  I am rejecting this response because:

  The insurance claim denial was based on a lie that ****** told his agent regarding the incident. Due to this lie, the insurance claim was denied. I am not satisfied with immorality in exchange for $500 to cover the deductible (if I agree to take fault and submit a claim to my insurance, which I do not and will not). I will not accept this lie as truth and I will not accept responsibility for Premier Oil Changes mistake. This is unjustified and, frankly, I have been treated with disrespect by ****** since day one. His attitude was carried over to the insurance agent, evident when the agent slipped up and called me *****, Baby, listen. I am disgusted by my treatment thus far and I hope that ****** will lay his ego down and quit trying to prove that I am an ignorant woman who shouldve known better. 

  
  

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