Horrible NTB Oil Change Experience

[lancerplayer]

My mother's 2006 Toyota Highhlander got an oil change at a local NTB about a month ago. Just today, after a 100 mile trip, I notice oil leaking from the front end. It was a pretty good amount in the driveway. It looked red, so I assumed it was the transmission fluid. I pop the hood to see what the transmission level is at and instantly realize it was not the transmission. The engine oil cap was gone! The entire engine compartment was covered in oil. I couldn't believe what I was seeing. It smelt of burnt oil. I checked the engine oil level to find it on the "min" level of the dipstick. Luckily, it was still reading on the dipstick and not dry. My mother complained of an unusual loud noise coming from under the hood, but failed to tell me until I found the oil spots in the driveway. No check engine light on the dash never came on or anything.

Whenever my mother gets her oil changed, where ever it may be, I always give a good look over to ensure everything is all good. For some reason I did not this time and it proved to be a mistake.

Now, since I did not check under the hood right away when she got her oil changed, I cannot guarantee it was NTB's fault for the missing oil cap. I do know for sure the hood has not been opened until today by me since they changed it. I have never heard of a cap just falling off from normal driving, have you? I can only assume it was either not properly secured after the oil change or not put back on at all by an NTB employee.

I plan on having a conversation with the NTB manager tomorrow regarding what happened and see what he has to say about all of this.

I am assuming no significant damaged occurred to my mother's Highlander. It just ran a little low on oil for a few hundred miles. A top off is really all that is needed, but everything will be determined based on what NTB decides to do.

What would you do in this situation?

 

[bretfraz]

Certainly have a conversation with the manager, but don't get your hopes up too high. After a month, anything could have happened to the Highlander, and anyone could have removed or tampered with the oil filler cap. Yeah, I know, you said no one has popped the hood since, but that story will be impossible to sell to the manager or most anyone else.

What do you want the manager to do? The most effective way to complain is to have a deliverable goal. Do you want a free oil change? A refund? Do you want them to pay to have the engine steam cleaned? Decide what you want and make your case to the manager. If he can deliver on the demand, good for you.


In this case you are probably going to have to chalk it up to a bad experience and move on. Murphy's Law always seem to come into play in these situations, doesn't it? I mean, the one stinkin time you didn't check mom's car, something goes wrong.

Sorry this happened but if all you are left with is an oily mess, you got off pretty lucky. A couple cans of engine cleaner and a pressure washer and the Highlander will be back to normal.

 

[jmb106]

I at first would feel out how the manager wants to handle this! Be polite! If he wants to lay blame on your mother then things change and the squeaky wheel gets the grease. I would do all my talking out in public for everyone to here! Do not go into his office or anywhere private! Do not settle for anything less than you feel you deserve!They should replace the cap(OEM part!) and clean the vehicle under the hood! Free oil change is in order. Good Luck!

 

[oily boyd]

Is your mother's truck the 2.4L I4?

If so, demonstrate to her that the engine sounds much louder and lower in tone with the oil cap removed. It's quite obvious once you hear it for yourself.

It is not her fault by any means but she might be able to prevent a future occurence.

I hope your mother gets some satisfaction from NTB... I would ask for a written note from mgr admitting to situation in case of engine failure related to lack of oil and maybe get a used oil analysis on next drain? Also ask for an engine detail at a reputable place.

 

[Audi Junkie]

That's bad, but a month is too long to convince the guilty party they were wrong. Short of the oil draining out right in their lot as you drive away will get them to admit fault. It needs an oil change and a underhood cleaning. If you have to do the cleaning yourself, park the car at a DIY pressure wash and let it cool before you start spraying under the hood.

 

[oily boyd]

I did a poor job reading the OP... my apology to everyone.

Since it's only a quart low and a month after the fact, I'd just advise NTB and leave it at that.

As a good son, maybe you could change mom's oil from here on out? Highlander of that vintage is a breeze! If not convenient for you to do, maybe she should take it to the dealer. Only driving 100 miles/month maybe 2 oil changes per year.

Sorry for rambling... getting tired.

 

[CROWNVIC4LIFE]

It amazes me that I never ever see anyone check their oil after their car gets brought out of the bay of the dealer or quick lube shop...Everyone just pays and drives off.

Years ago when a quick lube did my car up north I was short changed a quart almost every time...Then when I went to Ford Lincoln Mercury I was also short changed a quart several times plus they they forgot to put the oil cap back on once...In New Jersey one time the dealer put in 12 quarts of oil in my 88 Town Car.

My sister at one had a new Camry and the dealer never even changed it upon pick up...When she told manager about the situation he did not care a bit...She called and e-mailed the head of Toyota and it all fell on deaf ears.

Bottom line never EVER leave the dealer or the quick lube without pulling the hood and checking your oil.

 

[BrianWC]

Originally Posted By: CROWNVIC4LIFE
It amazes me that I never ever see anyone check their oil after their car gets brought out of the bay of the dealer or quick lube shop...Everyone just pays and drives off.

Years ago when a quick lube did my car up north I was short changed a quart almost every time...Then when I went to Ford Lincoln Mercury I was also short changed a quart several times plus they they forgot to put the oil cap back on once...In New Jersey one time the dealer put in 12 quarts of oil in my 88 Town Car.

My sister at one had a new Camry and the dealer never even changed it upon pick up...When she told manager about the situation he did not care a bit...She called and e-mailed the head of Toyota and it all fell on deaf ears.

Bottom line never EVER leave the dealer or the quick lube without pulling the hood and checking your oil.


I've had two different acquaintences suffer seized/blown engines from quick lube places screwing up their oil changes.

As for NTB, we don't have any where I live, but if we ever get one, I will stay far away. When I picked up my SAAB 900 from a dealer in Houston, I stopped into one on the north side of town after it appeared the battery was going out. I popped the hood and saw the positive terminal was severely corroded-a common issue on the those cars due to the air flow (or lack of) from in the engine bay. I didn't have the tools to fix it myself so I asked them to take care of it. It took them three hours of staring under the hood to figure out what I was talking about and t figure out what connector to use.

 

[ViragoBry]

I would say that first, your mother got VERY lucky that after a month, she still had oil in the engine at all. My car can coat the entire engine and underside of the hood in 10 seconds flat when started without the oil cap on. I doubt I'd make it out of my neighborhood, much less drive for a month.

After a month, cut your losses, consider it a lesson, fill the engine, and go clean it up. Cover the alternator and delicate connections with plastic and go have a field day at the local coin-op car wash. Simple Green will help.

Note: If the valve cover has a valley in it where the coilpacks sit, and it has no drain, don't wash that part of the engine. If that valley fills with water, you can kiss your coilpacks goodbye.

 

[Kruse]

Originally Posted By: CROWNVIC4LIFE
It amazes me that I never ever see anyone check their oil after their car gets brought out of the bay of the dealer or quick lube shop...Everyone just pays and drives off.



Agreed.
This fact almost got me into trouble. Right out of high school, I worked for a service station that sold gas, did oil changes, sold tires and light service work. Another co-worker normally did the oil changes and I did about everything else. Probably 90% of the oil changes used oil from a 55 gallon bulk drum. Anyway, we had a customer who drove a Ford 3/4 ton pickup with the 300 cu in six cylinder. My co-worker would put drum/bulk oil in a 5 quart container and then transfer it to the engines. He normally did that to this pickup also. My co-worker was gone one day, so I did the oil change to this pickup, at the time I think it had about 50K miles on it. I filled the 5 quart container with oil and drained it into the engine block. I checked the dipstick and realized that it would take 2 more quarts of oil, which I then added. I filled out the ticket (7 quarts of oil and filter) had the man pay and he went on his merry way.
Except about an hour later, he was not so merry. He came back hollering at the secretary and myself for charging him for 2 extra quarts of oil. In the previous 50K miles, he only got charged for 5 quarts of oil and now I charged him for 7. He just KNEW that I was fricking him over.
Turns out that his truck DID take 7 quarts of oil, but my co-worker had only put in 5 quarts of oil and never checked the dipstick after starting the engine. The owner never did check the oil between oil changes so he always thought it took 5 quarts of oil instead of 7. For 50K miles the truck only had 5 quarts of oil and the owner never bothered to check his oil.
I made my co-worker look pretty bad that day and all I was doing my job, and correctly at that.

 

[Hootbro]

Originally Posted By: Kruse


Agreed.
This fact almost got me into trouble. Right out of high school, I worked for a service station that sold gas, did oil changes, sold tires and light service work. Another co-worker normally did the oil changes and I did about everything else. Probably 90% of the oil changes used oil from a 55 gallon bulk drum. Anyway, we had a customer who drove a Ford 3/4 ton pickup with the 300 cu in six cylinder. My co-worker would put drum/bulk oil in a 5 quart container and then transfer it to the engines. He normally did that to this pickup also. My co-worker was gone one day, so I did the oil change to this pickup, at the time I think it had about 50K miles on it. I filled the 5 quart container with oil and drained it into the engine block. I checked the dipstick and realized that it would take 2 more quarts of oil, which I then added. I filled out the ticket (7 quarts of oil and filter) had the man pay and he went on his merry way.
Except about an hour later, he was not so merry. He came back hollering at the secretary and myself for charging him for 2 extra quarts of oil. In the previous 50K miles, he only got charged for 5 quarts of oil and now I charged him for 7. He just KNEW that I was fricking him over.
Turns out that his truck DID take 7 quarts of oil, but my co-worker had only put in 5 quarts of oil and never checked the dipstick after starting the engine. The owner never did check the oil between oil changes so he always thought it took 5 quarts of oil instead of 7. For 50K miles the truck only had 5 quarts of oil and the owner never bothered to check his oil.
I made my co-worker look pretty bad that day and all I was doing my job, and correctly at that.


Not excusing your work friend's carelessness, but that Ford 300" Inline 6 probably suffered no damage being 2 quarts low. Those engine could take a beating and last near forever.

 

[Dave Hess]

If you love your mom, then why are you letting some idiot change her oil ?

I would slash all the tires before I let my mom have her oil changed my an auto shop.

 

[Cutehumor]

Change the oil ASAP and do it yourself this time. no telling how much unfiltered dirt is in that one month oil now.

I'm not affailated or ever worked for an oil change place. But if I was a manager, some dude coming up to me a month after an oil change, I would think that he was trying to get a free engine.

 

[bdcardinal]

Originally Posted By: Cutehumor
I'm not affailated or ever worked for an oil change place. But if I was a manager, some dude coming up to me a month after an oil change, I would think that he was trying to get a free engine.


+1 thats also why a lot of oil change places use the paint sealant stuff on drain plugs. if its cracked, that means someone played with it. in the 2 years i was at sears i lost count of how many people tried to pull that one on us.

 

[Paul56]

Well, I suppose we can all forget things... but that is the reason for a 2nd look under the hood before wrapping up a maintenance event.

I had a similar experience with a Toyota dealership where they left the dipstick laying across the engine after an oil change. I found this AT the dealership by opening the hood before driving away.

I have developed the habit of giving the vehicle a once over including popping the hood after it has been in the shop. If I find anything I will go back in to discuss.

Hmm, now that I think about it... I give the vehicle the once over each time I approach it too.

 

[lancerplayer]

Just figured I would post up an update.

NTB was contacted early Friday morning. The situation was explained and the car was brought in for a look over. They said it was common for Toyota Highlander's oil cap to come loose with regular driving. They did not take blame for not installing it properly. Regardless, they replaced the cap (OEM part), changed the oil/filter, and degreased/cleaned/pressure washed the engine compartment free of charge.

I will be honest, I was amazed at how they handled the situation. The manager was calm and understanding of the situation and handled it in a professional manner. Despite being put in the situation because of NTB, their customer service is top notch.

 

[bdcardinal]

how is it common for a filler cap to come off??

either way thats about the best they could have handled the situation.

 

[silverrat]

When I had my Monte Carlo I took it to a local GM dealer for an oil change, drive though. I supplied my own oil and filter and they charged something like $20.

Firstly, when the tech went to drive in my car he didn't release the floor e-brake and drove it about 20 feet forward with it engaged. I guess they don't have a lot of automatic transmission car owners using their e-brakes while parking. But the (!) light on the dash shouldve warned him.

The biggie is when they finish it and drive it out and park it. I just popped the hood to check it out, and there was my brake fluid res. cap sitting on top of the engine. Now what it I hadnt checked and driven a couple days like that? I was [censored], went inside to show them and all they did was offer me a free oil change coupon. Needless to say I never went back. I've heard others have problems with Roy Foss as well.

 

[BuickGN]

I had to take the girfriend's Murano to a quick change place because I was taking it out of town, it was overdue for a chance, and I was going to put another 1,000 miles on it.

I brought the Amsoil EAO filter and 5 quarts of their SSO. Not cheap stuff.... The gangster wanna be gave me attitude right away. Long story short, when the next change came up, I got under the car and noticed the Mobil 1 filter I had installed two OCIs ago. They didn't bother changing the EAO and it's a pretty safe assumption they put bulk dino in it as well.

I went back and told him how they stole my oil and filter and charged me for services that had not been performed in front of potential customers. The manager with the typical attitude said the tech had been fired already and he could do nothing about it. I ended up with a month of free carwashes and a free change from the district manager but IMO that wasn't enough. I wanted my money back that I paid them to not change the filter and the money I spent on the oil.

Now my company uses this place. I've already put in my .02 to my boss. I've told the same manager I can't wait until his guys slip up just once so they lose our account. I purposely try and [censored] him off when I go in there because I hate people like that and now I have reason to go back every few months. I guarantee that if the guy had it to do over again he would have given me the $70 back.

 

[Cutehumor]

BuickGN,

Granted, you did get screwed over. But the guy who conned you isn't working there anymore. The shop tried to make it right by giving you free carwashes and a free oil change. yet, you go back to [censored] the employees off? Let it go man, gawd..