Report: #1045223

Complaint Review: Active Green + Ross

  • Submitted: Mon, April 22, 2013
  • Updated: Fri, April 26, 2013
  • Reported By: Brian — Brockville Ontario
  • Active Green + Ross
    3050 Jefferson Dr
    Brockville, Ontario

Active Green + Ross refusal to share any responsibility for damage done to my vehicle's engine Brockville, Ontario Canada

*Author of original report: Authorization that was and was not given

*UPDATE Employee: Response to engine damage

Show customers why they should trust your business over your competitors...

Be careful about cheap oil changes offered by Active Green + Ross Tire and Auto Centres.  I brought my vehicle into the Brockville location for routine maintenance and came out with a damaged engine that required expensive repairs.  My request for compensation was denied.  Companies with this level of customer service could experience difficulty in attracting and retaining customers. I see that the franchise is now closed.  
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#1 Author of original report

Authorization that was and was not given

AUTHOR: Brian - ()

A couple of items in this response are correct: 

1. Active Green + Ross did not cause my spark plugs to seize.  

2. Active Green + Ross damaged my vehicle's engine. 

I was warned that the porcelain top of the spark plug could break off during the removal process.  I was not warned about the possible cracking of the cylinder head.

After discussion I gave the technician permission to cautiously proceed with an attempt to remove the spark plugs by using a short wrench with an application of penetrating spray.

After I was shown the damaged engine, the technician informed me that the he had used a wrench with a much longer handle than he had been using when I was present. 

He also said that this type of wrench would normally be used to remove tires, not spark plugs.The condition of two of the spark plugs also indicate that excessive force was used in the removal.

I am amazed that this company refuses to accept any responsibility for the damage that was done to my vehicle.  In the future, I will not be doing business with Active Green + Ross.


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#2 UPDATE Employee

Response to engine damage

AUTHOR: Active Green & Ross Head Office - ()

The customer attended our Active Green & Ross location in Brockville Ontario on June 25th 2012 for a routine Lube Oil & filter service. As part of the Lube Oil & Filter package, all Active Green & Ross locations perform a complimentary 30 point inspection on every visit, free of charge to the customer, and then report their findings and/or suggestions back to the customer.

On the June 25th 2012 visit, the customer was advised that replacement of the spark plugs were suggested, based on the vehicle (2005 Nissan Sentra) having 98,000 Km's and being 7 years old. There is no obligation to purchase any services that are suggested by Active Green & Ross, and any decsions regarding any suggested repairs are left entirely to the customers.

On or about November 30th 2012, the customer attended the Brockville store, and requeted that the tune-up be performed, based on the recommendation from the previous visit in June 2012. The car now had app 110,000 km on it.

The customer then authorized the replacement of the spark plugs.

Some time later that afternoon, when the car entered the shop, the technician tried to remove the spark plugs, however it was found that the spark plugs were seized into the cylinder head and would not come free.

Immediately, the service advisor made the customer aware of this situation and advised that the spark plugs were seized and if the technician continues to try and remove them, they could break off inside the cylinder head or cause damage.

The customer was asked what he would prefer to do; leave the spark plugs as they were and decline to proceed with the repairs, or continue trying to remove the seized spark plugs with the risk of them breaking or causing additional damage.

It was the customer's decision to continue trying to remove the spark plugs and he authorized the store to proceed with the repairs. The authorization is documented on the inspection form.

The spark plugs eventually came free, however unfortunately during the removal process, damage to the cylinder head occurred, requiring additonal repairs.

It's unfortunate that the seized spark plugs caused further damage to the cylinder head, however the customer was fully aware of the risks associated before the procedure was started.

Based on the facts listed above, Active Green & Ross Head Office do not feel it is a reasonable request to ask us to assume responsibility for the costs associtated with the additional repairs as Active Green & Ross did not cause the spark plugs to seize in the cylinder head and the customer authorized the repairs.
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