ComplaintsforKnox Horizon Complete Auto Care
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Complaint Details
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Initial Complaint
01/24/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I recently took my car in for oil change I had no finding problem healthly vehicle motor during the oil change one of the repairers recommended I get a need drain plug n which they change but didn’t use correct one nor made sure it was secure therefore days later my car ran out of oil n totaled my engine when I went to confront them they acted unaware n refuse to fix also had Russ attitudes n said remarksBusiness response
02/01/2024
*** ****** notified us that he heard a noise in his car and when he checked the oil it was not showing on his dip stick and the drain plug was leaking. *** ****** stated he put a quart of oil in the engine and it still did not register on the dip stick. We informed *** ****** that we would tow his vehicle in for free and diagnose the problem.
It had been 600 miles since the oil was changed.
Upon getting the vehicle into our shop we determined it to be overfull on oil and the drain plug was dry and did not fail in any way. The seal around the oil filter housing was leaking, not the oil filter itself. The check engine light was on and we scanned the vehicle and found it had an oil pump failure code. We drained the oil and found metal in the oil and determined the oil pump was failing. This had nothing to do with the oil change service it had 600 miles prior. It was simply a mechanical failure.
*** ****** had the oil pump replaced by us on 02/22/2023 and came with a 24 month/24,000 mile warranty. We contacted the warranty company on behalf of *** ****** but the vehicle had 43,241 miles put on it since we did the work and was out of warranty. We informed him about the engine damage and that he would need a new engine.
*** ****** continues to blame us for a mechanical failure that was due to normal wear and tear and had nothing to do with our service.
Customer response
02/02/2024
Complaint: 21191624
I am rejecting this response because:
Sincerely,
********* ****** my car was perfectly fine until they ask can they replace my oil drainage plug that they said was supposedly stripped I have been riding around leaking small a mouth oil which I finally noticed oncd my car started saying low oil pressure they are overloooking a simple mistake n refusing fix my vehicle my vehicle did not have any check engine lights on or was making any noise not only that they go vehicle inspection ans recommendation which only showed I needed tires n brakes they are very unprofessional it’s been plenty times they talked bout other consumers also been times where they techs where YouTubing how fix vehicles in the front office I’m in disbelief they would not take up for there action when it’s clear they did it
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.