TheMainKatie

From: Katie Main <kebridgeman@yahoo.com>
Date: March 2, 2018 at 9:54:28 AM EST
To: knappgordon@bfusa.com
Subject: Complaint

I attempted to send another email to the claim advisor handling my claim and discovered that I am blocked!!!

This is very unprofessional and shows poor customer service. 

Please assist. I've been a long time firestone customer and this is very upsetting. 

Sent from Katie Main's iPhone

Begin forwarded message:

From: Katie Main <aka.katiemain@gmail.com>
Date: March 2, 2018 at 8:58:14 AM EST
To: Bridgestone Claims <Bridgestone.Claims@startek.com>
Subject: Re: 2282202

I expected to hear back. 

Your test clearly proved the wrong oil was indeed put into my car. I've been told that this could have made my car run hot and lead to the head gasket blowing and other issues

You can check my invoice. I paid for full synthetic 0w20. There's clearly an issue with the fact that the wrong oil was indeed put into my vehicle. 

I expect this to be addressed and handled. 

I genuinely believe my car would be still running smoothly had your tech out the correct oil into my car like I had paid for him to do!

I'm not dropping this issue. The mistake was on the end of the tech. 

Also, I tried to send this email and received notice that my email is blocked. I will make sure to make that known when I post and tweet about this issue. That's very unprofessional. 

Sent from Katie Main's iPhone

On Feb 23, 2018, at 8:45 AM, Katie Main <kebridgeman@yahoo.com> wrote:

I had a lot of issues with your guy showing up and getting a sample when I was not there and clearly I was just in not trusting that.

Obviously he skimmed oil from the top when the coagulated oil and metal shavings settled to the bottom of the pan. 

Clearly by the pictures of the oil from the "just removed oil pan" that I already sent before, there is metal shavings in the oil. Matter of fact, from the pictures, you can see where the the crankshaft has oil splattered in it and what should be nearly brand new spark plugs look old. 

Your test confirms the wrong oil (the Prius manual clearly stated only using 0w20 and my invoice shows I paid for 0w20) was put into my Prius. Other mechanics have said that an oil thicker than what the car is supposed to have can damage more than just the engine while trying to push itself through the system. 

As I stated earlier, the filter is still in the car. Your guy did get it, or from what I can tell attempt to get  it. I arrived at the house just as he was getting ready to leave. I questioned him about his sample and what he had done. He only took oil from the top and he didn't go under the car. 

<image1.jpeg>

<image2.jpeg>

<image3.jpeg>

<image4.jpeg>

<image5.jpeg>

Sent from Katie Main's iPhone

On Feb 22, 2018, at 7:10 PM, Katie Main <kebridgeman@yahoo.com> wrote:

The filter was never asked for. It's still in the car.

And my service receipts show that I only paid for 0W20. 5W20 should not have been detected in my car.

Sent from Katie Main's iPhone

On Feb 22, 2018, at 4:42 PM, Bridgestone Claims <Bridgestone.Claims@startek.com> wrote:

Details of Inspections and Tests Performed: The claimant, Katie Main, stated her dad is a mechanic and he had previously drained the oil, and removed the oil pan, oil filter and valve cover.  There was no sludge observed on the top of the cylinder head.  There were excessive amounts of dried leaves in the engine compartment, consistent with long term inactivity.  Katie could not find the oil pan or oil filter that had been removed from the engine.  Katie presented the inspector with an oil drain pan that was under her front porch that had the oil she stated was drained from her engine in it.  The drain pan had not been marked or tagged for identification, so this inspector had no way to positively verify what engine the presented pan and oil had been removed from.  The drain pan had a cover on it and when the inspector removed the drain pan he observed the oil was black and showed no metal contamination.  The battery was disconnected due to the level of disassembly and there was no power to the digital odometer to verify the current in-service mileage.  The inspector secured a sample of the oil as requested and the oil will be forwarded to Blackstone Labs for analysis.  Blackstone Labs is not able to determine of the oil sample is synthetic oil or standard oil; however, based on the high amounts of potassium and calcium in the oil is contaminated with anti freeze.  The oil viscosity was between the 0W20 and 5W20 range and there was no excessive amounts of fuel or water in the sample.

Cause of Failure/Conclusion: The high amounts of potassium and calcium in the oil were consistent with the oil being contaminated with coolant and will require additional testing, diagnosis and possibly disassembly to pinpoint the source of the coolant entering the crankcase; however, there was no evidence verified or demonstrated during this inspection to indicate the coolant in the crankcase was caused by or in any way related to the oil change service performed over 12,000 in service miles previously referenced above.

Thank you,

Tim W

Bridgestone Claim Advisor

Phone: (844) 248-8864

 (Claims Office Hours M-F 9 am to 6 pm EST)

Email: bridgestone.claims@startek.com


Fax: (812) 619-9137

Alternate Fax: (877) 371-3390

Customer Care: (800) 367-3872


<Outlook-1484855258.png>

OUR PURPOSE: To be the most trusted provider of

automotive care in every neighborhood we serve.

DISCLAIMER:
This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to which it is addressed.  Any views or opinions presented are solely those of the author and do not necessarily represent those of STARTEK, Inc.

If you are not one of the named recipients or otherwise have reason to believe that you have received this message in error, please notify the sender at the contact number above and delete this message from your computer.  Any other use, retention, dissemination, forwarding, printing or copying of this email is strictly prohibited.