Consumer complaint received 2019-03-14
Company: PENTAGON FEDERAL CREDIT UNION
State: IA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with additional products or services purchased with the loan

Complaint:
On Friday XX/XX/XXXX my XXXX XXXX XXXX stalled and all the oil in the vehicle leaked out on to the street. XXXX towed the car to XXXX XXXX XXXX XXXX located on XXXX XXXX XXXX in XXXX, IL. 

On XX/XX/XXXX I was informed that my XXXX XXXX was missing its oil drain plug, and the XXXX dealer proceeded to place fault on the last oil change. The last oil change was done at XXXX XXXX on XX/XX/XXXX. The XXXX dealership stated that the engine in the car will need to be replaced. The parts for the car with labor is estimated around {$7600.00}. 

On XX/XX/XXXX I took the XXXX to the XXXX XXXX dealer because the car stalled while driving. At this time the engine was able to start, and it proceeded to turn off again. I took it in for service and was advised there was no oil in the vehicle. I told the service department I had just had an oil change and XXXX XXXX stated that there was no oil in the vehicle prior to the oil change on XX/XX/XXXX. 

XXXX XXXX put more oil in the car and advised me to bring the vehicle back after 1,000 miles for an oil consumption test. After 1,000 miles I contacted XXXX XXXX to make a service appointment, at this time there was no oil leakage and the car was at 85 % oil life. I spoke with the XXXX XXXX receptionist whom was very unprofessional and unwelcoming. After waiting on hold and being hung up on multiple times she stated the dealers service department was full and did not have any availability for the next week or so. I did not take the car back because this was told to me on multiple occasions and I have obligations to fulfill for my family and myself. There was no oil leakage until the spill that occurred on XX/XX/XXXX resulting in this incongruity. 

XXXX XXXX XXXX XXXX is denying all liability for this damage and its service department employees and upper management have placed responsibility on XXXX XXXX stating that whomever performed the last oil change did not replace the drain plug properly allowing it ( the drain plug ) to eject itself from its proper placement causing oil leakage and the engine to be compromised. XXXX XXXX also informed me that they will not be taking care of the rental car charges that I am also accumulating through XXXX rental car. 

The XXXX XXXX service center that provided the service denied responsibility for damage and advised to contact customer support the XXXX number. The XXXX numbers automated system stated XXXX XXXX is currently experiencing a higher call volume than usual and instructed to visit the website. 

I have filed a complaint with the XXXX XXXX XXXX, XXXX XXXX, The Vehicle Safety Hotline with the XXXX XXXX XXXX, office of defect and investigation, The Federal Trade Commission, Consumer Financial Protection Bureau and XXXX XXXX XXXX. I have also contacted the local news, and I plan to contact whomever else that will listen to my story since the dealership refuses. 

The XXXX is currently under financial obligation with Penfed Credit Union and totals over {$26000.00} with a current estimated {$7600.00} engine repair needed. The current car payment is {$450.00} per month. I have never made a late payment. The financial company will be expecting the contracted amount regardless of the vehicles mechanical issues. 

I am a working professional, who is currently enrolled in school seeking degree advancement, with XXXX children undergoing XXXX XXXX, XXXX XXXX XXXX and XXXX XXXX. As a customer who has fulfilled all financial obligations to both parties involved, I feel it is unfair and unethical to treat a customer this way. This would be a monstrous financial hardship to have to incur these costs for someone elses negligence. Not only is this devastating financially, the XXXX from it all is XXXX XXXX XXXX XXXX while Im still susceptible to XXXX and/or XXXX progression. I would like this issue to receive prompt attention.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation