This shop has a ****** manufactured oil filter tool to remove these filters, so our tools were not to blame on this damage. This vehicle takes a X6311 oil filter, which are notorious for seizing if not serviced regularly. The customer left a negative review on a survey, but this was the last we heard of the customer. He did purchase a cabin air filter, which we discounted for the inconvenience, but he left after that. He then told the customer he will have to return to his last place of service and file a claim with them. He did come back, and we had another SM attempt to remove the oil filter, this SM stopped the service because he felt going any further would result in damage to the housing. The crew was unable to get his oil filter off but asked that he come back when we had another store manager in the building. This customer came in on 4/29 with no service on record prior to that. The vehicle is capable to take 5w20 and 5w30, and for the last 3 times we used 5w30 without any issues, the vehicle has ******* miles and we did the oil change procedure perfectly, I also attached the work order from autodata, it shows both grades for all temps for this vehicle. Please review the complaint from the customer and provide a response to the complaint so I can add the information to the case to close it out. The Better Business Bureau sent the below complaint against shop #*** and a response is required within 2 days, or the complaint will go unanswered which will result in lowering the Take 5 Oil Change Better Business Bureau rating. He told me to reach out to cusomter service becouse they told him to get a use plate. I told him i was not going to except that. **** came up to to me and said it wasnt new when it came off. I could tell that the plate was used and, I told them that i was not excepting that. When the tech pull the plate from the back. I also said i would like an oil change as well. When i arrived I was infromed by the tech of the matter, he said that we have your skit plate in. I informed the manger who called me that i would be in the follow day.I arrived to the location around 3:20 pm on May 19. I recived a call on Thursday May 18,2023st 3:14pm informing me that the part came in. I reached out the following week and was told it hadn't arrives. I called the following week to and was told it was on back order and i would recieve a call when it come in. I contacted the manger on Tuesday to follow up with the manger, he inforomed me that the part had been ordered and will be in the following week. I reach out to customer service who was able to help me with the matter and was informed that i would need to reach out on Monday or Tuesday to speak to the manager. Three weeks went by with no call, i called up to speak to someone and was hung up on. A week went by with no answer, i called back and spoke to the manager and he informed me that he was handeling the matter. I hope this reaches you well!On April 8, 2023 my skit plate came off my while driving.
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