We advised Ms. Davis that her engine needed to be replaced. She declined the repair.
Unfortunately we did make an error and forgot to use the customer supplied oil as they requested. We apologized for the mistake and to make up for the error we changed the oil with customer supplied oil and provided free labor for installing spark plug wires.
We are up front with our customers on diagnostic charges for Check Engine lights and other components that may not be working. If we are able to diagnosis the problem/issue fairly quickly, we only charge half the diagnosis fee. Unfortunately, this customers' personal extended warranty did not cover diagnostic fees on three of the visits that required diagnostics for check engine light or non-operating parts (6 visits total in 2015).
I will say that they are having me come in tomorrow to find out what the engine light issues are. But this isn't the service I've come to expect from the Auto Shop. Maybe someone was having an off day.
Per James' request we left spark plugs out of engine, Van was towed to and from the shop with worn out engine that does not run. Sorry for any mis-understanding.Danny