I purchased a 2008 Honda Pilot from a dealer (won't name the dealer because they are not part of my complaint) and I received a full Carfax report. A month after purchase the vehicle was due for an oil change and I took it to my local Honda dealer for the service. The dealer informed me that whomever performed the previous oil change massively over torqued the drain plug bolt and completely stripped the threads off of the aluminum oil pan so the drain plug could no longer be put back on the pan. The suggested repair was to replace the oil pan and after considering my options (towing the oil-less vehicle home and repairing it myself or allowing the dealer to complete the repair for $590) I decided to just allow the dealer to repair it. Afterwards, I pulled out the Carfax and called the mechanic who reported the last oil change 4 months and 4000 miles before I purchased the vehicle. To make a long story short, I spoke with "John" and they made the following claims: 1) They don't know who could have touched the vehicle since the last oil change. Which is absolutely true, despite that the vehicle was not due for an oil change between the last time they reported to Carfax that they did an oil change and the time that I purchased the vehicle. 2) They told me that the oil and filter change that Carfax reported on May 19th, 4 months and 4,000 miles before I purchased the vehicle was false. He said his system shows a "declined" oil change and that the customer decided to change the oil himself. 3) He told me that the husband of the woman who owned the vehicle often decided to change the oil himself. That seems odd to me considering that the Carfax reported oil changes roughly every 5,000 miles for more than 5 years. I'm not sure how private parties would report an oil change posing as "Phil's pro Auto Service." The vehicle is in great shape and was maintained by Phil's for a few years. The question here is, did Phil's auto lie to avoid responsibility, or is Carfax making up service records that didn't happen? Carfax does not report anything about a vehicle that is not reported to them. However, are we expected to believe that they do report services that are not reported to them? Is Phil's Pro Auto reporting services to Carfax that they did not actually perform? Would I trust my vehicle at Phil's Auto? Probably not. Would you? And if so, would you expect Phil's Auto to stand by the work they perform? I did not ask for any compensation, I sympathize with this company in that I did not actually take the vehicle there for services nor do I have an actual service record. That being said, negligence is not really acceptable in my opinion regardless of who's name is on the title of the vehicle at the time of service. I feel that I was lied to before even asking for some sort of resolution. This review is not to disparage any company, but to serve as a warning and to inform others of my experience. Edit: 8 minutes after posting this review I was contacted by John who said they actually did have a record of an oil change. He said that he would need proof that: 1) The dealer I purchased the vehicle from did not perform an oil change. 2) The name brand of the oil filter that was taken off of the vehicle because Phil's Pro Auto Uses a specific oil filter brand. I messaged the dealer, the owner responded that they did not perform any service on the vehicle. (dealers don't spend money they don't have to) I also spoke with the service desk at the Honda dealer who informed me that the technician didn't recall specifically what brand of filter came off the vehicle but that it was completely black. He said the only all black filters are from the brand WIX. Shockingly, WIX is the brand of filter that Phil's Pro Auto uses exclusively according to John. Unsurprisingly, I was told that Phil's Pro Auto does not provide any warranty to customers who don't own the vehicle that was serviced but that I could speak with Phil at a later time. I expect no real resolution but I do look forward to speaking with Phil when he is able to do so.
Andrew, I am sorry you had the drain plug issue with your Honda. I also apologize for the initial, erroneous information Jon spoke of when he talked to you the first time. We had removed this vehicle from the previous owners records to stop the automated marketing she was receiving. While this step does not “delete” the records it does make then harder to access. Once Jon was able to locate the records he was able to confirm that we had changed the oil. But what we cannot confirm is whether anyone else had changed the oil or put a wrench on the drain plug since we changed the oil. Our customer has indicated to us that she traded the car in to Honda of Greeley in early September. You did not say who you bought the vehicle from, but if it was not Honda of Greeley then the vehicle was sold to a wholesaler and they would have sold it to the dealer you bought it from. I appreciate you leaving your contact information with Jon. I will call you once I am back in the office. I am currently at home under COVID quarantine.
- Phil's Pro Auto Service