Hi Marlin, We are sorry to hear of these issues with your vehicle. This circumstance is very rare (once or twice a year), however it is our policy to not charge for anything if the filter cannot be changed. We will always notify the customer and refer you to a mechanic if needed. Please feel free to call the shop and speak to a manager if you would like us to elaborate our procedure for these matters. We would like to help you find out exactly what is going on. Thank you for your business.
I would contact the store manager and ask them. My only guess would be that they could not remove. That info should be on your paperwork.
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