I went to get a diagnostic, i mention that the light come on when i start the car in first gear but turns off when the engine is started and im in drive. I told Travis that I don’t know if it’s a sensor problem . He then gave me a paper to sign for diagnostic and oil change. I was confused as I expressed to him I am a women I know nothing about cars . He then sent the diagnostic over to my phone And told me that he don’t feel that I should invest any money on repairs at all because the engine is cracked and is completely Damaged. I told him I was confused as to why would he perform an oil change if the engine is damaged ? That is a waste of labor & my money . I had three children under 5 years old with me at the time and it was getting very dark outside, so I paid it with no confrontation But I was not a satisfied customer at all. There was no reasonable accommodation made the only reason why they cut the price from $400 is because they claim that they found the problem faster, but they had nothing to do with the other extra fees that was still charged to me for no reason, knowing that my engine is cracked & damaged I said I need a DIAGNOSTIC to see what’s wrong with my car and you can’t see if There’s no oil if you haven’t checked the car with your own two eyes How could you suggest an oil change already before you see if there’s oil inside?
Thank you for taking the time to share your experience. We’re genuinely sorry that this visit felt stressful and confusing, especially with young children present — we understand how overwhelming that can be. To clarify for future readers, when your vehicle arrived it had an active oil warning light (the oil light was on) and check engine light illuminated. For safety and accuracy, our shop policy (and industry standard) does not allow diagnostics to be performed on an engine with insufficient or unknown oil levels, as running or testing the engine without oil can cause further damage. Before any work was started, we fully explained that adding engine oil was required prior to performing the diagnostic, and authorization was signed for both the oil service and diagnostic. No work was performed without approval. Once the oil level was corrected, we were able to complete the diagnostic and determined that the engine had internal damage consistent with a cracked cylinder head. At that point, we advised against investing further money into repairs, as an engine replacement would be required to correct the issue. While this is never the outcome anyone hopes for, we believe it is important to be honest and transparent rather than recommend unnecessary repairs. The oil service was not performed as a repair, but as a required step to safely and accurately diagnose the vehicle. Because the fault was identified quickly, the diagnostic cost was reduced from the original estimate. We understand your frustration and regret that the outcome was not what you were hoping for. Our intention is always to act in the best interest of our customers’ safety and finances, even when the diagnosis is difficult news. We’ve taken time to discuss this matter with you by phone, and while we understand your frustration with the outcome, we’re unable to offer a refund for the services that were performed. The work completed was necessary to safely diagnose the vehicle and was authorized prior to being performed. We know this diagnosis was not the result you were hoping for. Our role in this situation was to identify the condition of the engine and provide honest information so you could make an informed decision. Unfortunately, the damage found was consistent with severe oil loss, which occurred prior to your visit. We truly wish the circumstances were different, but we stand by the work performed and the information provided.
- Ryan's Automotive