I am simply reporting a set
of events. You can decide what you think
caused this drain plug to fall out. Video is here: https://www.youtube.com/watch?v=OWUxW1M_nJM
March 6th – Oil change
at Exeter Subaru. The only reason I did this was because it was free as part of the purchase of the car.
March 12th – Early
morning coming back from Boston Logan Airport engine oil light comes on a few
miles from home.
March 12th – Called
Exeter Subaru in the morning and they tell me to drive or have car towed to
their location. They tell me to check if any oil under the car. There is a small amount of oil under the car
so I start to drive thinking that there may be a small oil leak. Within a ½ mile engine sounds very bad, so I
go back home. I call Triple AAA to have towed to Exeter Subaru.
March 12th – I
know the AAA towing garage so I have them put the car up before they tow it
over Exeter Subaru. The AAA garage calls
immediately to tell me there is no oil plug in the car and there is no damage
under the car. They said that it most likely that Exeter Subaru did not tighten
the oil plug after the oil change.
March 12th – I
call Exeter Subaru to let me know what the AAA garage discovered regarding the
missing oil plug and to make sure to take a look at the engine to see if it is
ok.
March 13th –
Exeter Subaru did not call me the day before when the car arrived, and by
afternoon had still not gotten back to me.
I call them and got the service manager on the line. He said they looked at the engine and put new
oil in. They also indicated they had no idea how the plug could have gone
missing. They don’t tell me they talked
to the person that did the oil change or indicate at all that they could have
been responsible. Instead, the service manger asks me (after warning me to not
take what he was going to say personal), “if I have any enemies?”. He indicated that he or anyone in the service
department could think of how this could have happened, and was I sure no one I
knew could have done this. I ask him when I can pick up the car and if the
engine was OK. He says the engine seemed
fine.
March 13th – I
pick up the car late in day. The service department says there is no charge for
putting the oil in. I drive home and the
engine seems ok but I drive without reving the engine at all (it is a
standard).
March 14th – I am
driving the car in the morning and decide to test the engine as I have my
concerns. I rev the engine to about 5K
RPMs and the engine starts to make all kinds of noises. I drive it about 4 miles round trip and the
engine is banging and making all kinds of noise. I barely make it home and the
car dies.
March 14th – I
call Exeter Subaru. I get the highest ranking person at Exeter Subaru which is
the Sales Manager. I explain the situation. As expected, he tells me he cannot
help and I would need to talk to the GM. I leave all my contact information for
the GM to call.
March 16th – The
GM calls me back and leaves a message. They offer no help and are not in a
hurry to get back to me. They definitely don’t want give the impression they
could be at fault. Therefore, I call my attorney.
March 16th – My
attorney is out of town and will not be back until March 19th.
March 19th – My
attorney calls and I explain the circumstances. He immediately calls Darren the
GM at Exeter Subaru. Darren explains to my
attorney that I should contact my insurance company and that my insurance would
then work with their insurance company if needed.
March 19th – I
call my insurance company and issue a claim.
The first time they can get an adjuster scheduled is for March 25th.
March 23th – I
call Exeter Subaru and speak with the GM Darren and let him know I followed his
instructions and filed a claim with my insurance company. I tell him the car
will be towed over to his location so the insurance adjuster could look at the
engine from below and talk to folks in the service department.
March 24th - I get
the car towed over to Exeter Subaru.
March 25th –
I don’t hear from the adjuster or Exeter
Subaru that the insurance adjuster came out to look at car.
March 26th – I
call the insurance company and find out they did look at the car. The said the claim was in process.
March 30th – I
talk to the Insurance adjuster. He indicates that he did look at the car and
suspected that the oil plug was not put back properly so it came loose and fell
out. I thought they would not cover because of this, but he said they were
putting together the estimate for the claim.
March 31st – I get
the estimate for the claim.
April 1st – I
notice in the claim that Exeter Subaru was going to do the work. I call
insurance company to verify. I thought this was the case since perhaps the
insurance company had negotiated with Exeter Subaru and they admitted
fault. That had not happened and I could
get my car repaired anywhere. I call AAA
to get the car towed to garage near my home so they could do the work. Triple A
had to call Exeter Subaru to get permission to get the car off their lot.
April 1st – Engine
ordered by garage doing the work and
check issued by my insurance company but problems persist. The amount of check
is change and reissued as this garage charges $85 an hour not $125 an hour
Exeter Subaru was charging.
April 22nd- Called
auto insurance company. They indicated they paid the claim because, “Couldn’t
prove who tampered with the car engine plug”.
June
4th - Response from Subaru: "I
talked with Nick the Service Manager at Exeter Subaru. He states that he talked
with you extensively about the concern with your engine.
He advises that they changed the oil in your car on 03/06/15.
He explained that your vehicle came back in on 03/12/15 with 500 miles and they
found that the oil plug was missing and that there was no oil in the
engine.
Nick says you told them that the car had been sitting at Logan airport
parked for a period of time, until you returned to drive it home to NH, and
that is when you heard an engine noise and determined the oil plug was
missing.
The Service Manager explained that he told you that based on the
length of time and mileage that passed since the oil change was done, he felt
it was unlikely that the concern resulted from their workmanship, and they
could not take responsibility for the engine damage. Nick further explained
that if the oil plug was loose, due to engine vibration, it would almost
certainly have become evident in a very few miles of driving.
If you have any
further questions about this concern, I would recommend contacting Exeter
Subaru and talking with Nick the Service Manager or their management
team."