ComplaintsforMason City Motor Company

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My Buick was serviced by Mason ********** service department for warranty engine work late December 2022. Car was picked up from service department for the completed warranty oil leak engine work. My car lost its oil shortly after picking up from their service department loosing 5 quarts in a 200 mile out of state trip. The car was brought to a different Buick dealer in ** to check the damages. This is where the truth came out. Its been an ongoing investigation. The Service Manager at Mason ********** admitted to billing out all of the engine gaskets to my extended warranty company but he did not replace them, verifiable written on my service receipt. The Buick Manager and Service Manager are now denying engine damage approximately $6800. I've been patient for the last 2 months waiting for the general manager to correct the situation internally but he has failed to do so. I'm done waiting.

  Business response

  02/27/2023

  Customer arrived at our dealership with a concern of "OIL LEAKING FROM ENGINE".  Technician inspected and found rear main oil seal leaking oil, valve cover gaskets leaking oil and a plugged *** valve.  (this helps alleviate excess pressure in the crankcase)  Service Advisor reached out to his extended warranty for coverage.  Everything was a covered repair except for the *** valve (included in valve cover assembly)  Advisor told customer he needed to replace the ***/Valve cover and gave the customer a price.  Customer declined this repair.  Customer was advised that this will cause other leaks to worsen or develop due to higher crankcase pressure.  Due to this circumstance it was the technician's professional opinion that we do not remove the valve cover due to customer declining that part.  We didn't want anything to do with those gaskets because we believed that leak was caused by a faulty *** valve.   Parts were returned to our parts department, but were not removed from the ticket in time of billing. Once that mistake was found, we reached out to his extended warranty company and correctly reimbursed them for the unused parts.  I have personally spoken with the current repair facility representative multiple times.  Their statement on cause of failure is " The vacuum pump seized, which is driven by the camshaft.  The seized vacuum pump caused the camshaft to break, sending metal through the engine causing engine failure"  I spoke to his extended warranty as well.  They are declining coverage on this because the vacuum pump is the cause of failure and that component is not covered in his service contract.  We clearly stated in the invoice provided to the customer that this vehicle will have other leaks because the *** is plugged causing the crankcase to have too much pressure on seals. We do not feel that we are responsible for further action due to the fact that all information necessary for an informed decision by the customer was provided at time of service.  

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