Initial Business Response / [redacted] (1000, 11, 2015/08/07) */ Contact Name and Title: The Duke of Oil Contact Phone: XXX-XXX-XXXX The Duke of Oil has attempted on several occasions to try and work with the customerCustomer went and took her own actions in repairing the vehicle OFFER:
Initial Business Response / [redacted] (1000, 8, 2017/03/23) */ Revdex.com of Northern Indiana [redacted] Fort Wayne, IN XXXXX Case# [redacted] My name is [redacted] and I am the Operation's Manager for the Duke of OilWhile in the process of talking to the Revdex.com, we were informed that this case was closed without a response from our companyWe are not sure how we didn't receive the paperwork from the Revdex.com, but once we did, we immediately opened a case and contacted Ms [redacted] After talking with our customer and employees, we believe that there was a communication issue and we could have handled it a different wayWe have since resolved this claim with Ms [redacted] and are closing this case internally Thank you for your concern in this matter, [redacted] Operations Manager Initial Consumer Rebuttal / [redacted] (2000, 10, 2017/03/23) */ ***: Thank you for your follon my case against Duke of Oil -Indiana Yes; [redacted] from Corporate (XXX-XXX-XXXX) called me and we have resolved this matter [redacted] is issuing a FULL REFUND of [redacted] via USPS as if 3/16/ Thank you again ~ [redacted]
Initial Business Response /* (1000, 11, 2017/04/03) */
Regarding Case# [redacted]:
[redacted] brought her 2014 Kia Soul with 39,684 miles in for an oil change on 2/13/17. According to our records this was her first visit with this vehicle. After her service, later that day, her...
husband called our Corporate office to complain about the services his wife had purchased. During our conversation, he indicated that he was not present during the service and had no real knowledge of what happened. At that point I asked to speak with [redacted] to find out what had happened. She indicated that our technician had offered service options during her visit and she had purchased one of our oil system cleaning services.
Many customers choose this service when they have an oil change, due to extended drain mileages or lack of history from a previous owner. This service works very well to maintain oil flow in modern engine designs. The products we use for these services are Valvoline Professional Series products, which are backed by the company and also provide the customer with an enhanced warranty in addition to the manufacturer warranty.
In speaking with our technician, he indicated as did [redacted], that she just bought the car, did not know the history, knew it needed an oil change and wanted to take care of her new car. Our technician, as well as [redacted], indicated no problem with the product, service or price, until someone else later (Car Dealer) told her she did not need this service.
Due to the fact that products and services we provide are used and disposed of, or in use and not returnable makes it difficult or impossible to return them.
After talking to [redacted] and her husband, we could not come to an understanding as to any reasonable compromise.
I am always perplexed when I hear or read of anyone being taken advantage of in any of our stores. For more than 25 years, over 50% of our customers have been made up of women and we have taken great pride in our products and services, as well as our people that provide that service.
For our business to make judgements on what a customer wants or does not want; or what they will or will not buy has never been our decision and never will be.
In short, we treat all customers the same by analyzing their vehicle, making recommendations and providing services for customers to purchase.
Thank you for your time and understanding of this important business concern.
Initial Consumer Rebuttal /* (3000, 13, 2017/04/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want a refund an a apology
Initial Business Response /* (1000, 8, 2017/03/23) */
Revdex.com of Northern Indiana [redacted]
Fort Wayne, IN XXXXX
Case# [redacted]
My name is [redacted] and I am the Operation's Manager for the Duke of Oil. While in the process of talking to the Revdex.com, we were informed that...
this case was closed without a response from our company. We are not sure how we didn't receive the paperwork from the Revdex.com, but once we did, we immediately opened a case and contacted Ms. [redacted].
After talking with our customer and employees, we believe that there was a communication issue and we could have handled it a different way. We have since resolved this claim with Ms. [redacted] and are closing this case internally.
Thank you for your concern in this matter,
[redacted] Operations Manager
Initial Consumer Rebuttal /* (2000, 10, 2017/03/23) */
[redacted]:
Thank you for your follow-up on my case against Duke of Oil -Indiana.
Yes; [redacted] from Corporate (XXX-XXX-XXXX) called me and we have resolved this matter. [redacted] is issuing a FULL REFUND of [redacted] via USPS as if 3/16/17.
Thank you again ~
[redacted]
Initial Business Response /* (1000, 11, 2015/08/07) */
Contact Name and Title: The Duke of Oil
Contact Phone: XXX-XXX-XXXX
The Duke of Oil has attempted on several occasions to try and work with the customer. Customer went and took her own actions in repairing the vehicle.
OFFER:
Initial Business Response / [redacted] (1000, 11, 2015/08/07) */ Contact Name and Title: The Duke of Oil Contact Phone: XXX-XXX-XXXX The Duke of Oil has attempted on several occasions to try and work with the customerCustomer went and took her own actions in repairing the vehicle OFFER:
Initial Business Response / [redacted] (1000, 8, 2017/03/23) */ Revdex.com of Northern Indiana [redacted] Fort Wayne, IN XXXXX Case# [redacted] My name is [redacted] and I am the Operation's Manager for the Duke of OilWhile in the process of talking to the Revdex.com, we were informed that this case was closed without a response from our companyWe are not sure how we didn't receive the paperwork from the Revdex.com, but once we did, we immediately opened a case and contacted Ms [redacted] After talking with our customer and employees, we believe that there was a communication issue and we could have handled it a different wayWe have since resolved this claim with Ms [redacted] and are closing this case internally Thank you for your concern in this matter, [redacted] Operations Manager Initial Consumer Rebuttal / [redacted] (2000, 10, 2017/03/23) */ ***: Thank you for your follon my case against Duke of Oil -Indiana Yes; [redacted] from Corporate (XXX-XXX-XXXX) called me and we have resolved this matter [redacted] is issuing a FULL REFUND of [redacted] via USPS as if 3/16/ Thank you again ~ [redacted]
Initial Business Response /* (1000, 11, 2017/04/03) */
Regarding Case# [redacted]:
[redacted] brought her 2014 Kia Soul with 39,684 miles in for an oil change on 2/13/17. According to our records this was her first visit with this vehicle. After her service, later that day, her...
husband called our Corporate office to complain about the services his wife had purchased. During our conversation, he indicated that he was not present during the service and had no real knowledge of what happened. At that point I asked to speak with [redacted] to find out what had happened. She indicated that our technician had offered service options during her visit and she had purchased one of our oil system cleaning services.
Many customers choose this service when they have an oil change, due to extended drain mileages or lack of history from a previous owner. This service works very well to maintain oil flow in modern engine designs. The products we use for these services are Valvoline Professional Series products, which are backed by the company and also provide the customer with an enhanced warranty in addition to the manufacturer warranty.
In speaking with our technician, he indicated as did [redacted], that she just bought the car, did not know the history, knew it needed an oil change and wanted to take care of her new car. Our technician, as well as [redacted], indicated no problem with the product, service or price, until someone else later (Car Dealer) told her she did not need this service.
Due to the fact that products and services we provide are used and disposed of, or in use and not returnable makes it difficult or impossible to return them.
After talking to [redacted] and her husband, we could not come to an understanding as to any reasonable compromise.
I am always perplexed when I hear or read of anyone being taken advantage of in any of our stores. For more than 25 years, over 50% of our customers have been made up of women and we have taken great pride in our products and services, as well as our people that provide that service.
For our business to make judgements on what a customer wants or does not want; or what they will or will not buy has never been our decision and never will be.
In short, we treat all customers the same by analyzing their vehicle, making recommendations and providing services for customers to purchase.
Thank you for your time and understanding of this important business concern.
Initial Consumer Rebuttal /* (3000, 13, 2017/04/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want a refund an a apology
Initial Business Response /* (1000, 8, 2017/03/23) */
Revdex.com of Northern Indiana [redacted]
Fort Wayne, IN XXXXX
Case# [redacted]
My name is [redacted] and I am the Operation's Manager for the Duke of Oil. While in the process of talking to the Revdex.com, we were informed that...
this case was closed without a response from our company. We are not sure how we didn't receive the paperwork from the Revdex.com, but once we did, we immediately opened a case and contacted Ms. [redacted].
After talking with our customer and employees, we believe that there was a communication issue and we could have handled it a different way. We have since resolved this claim with Ms. [redacted] and are closing this case internally.
Thank you for your concern in this matter,
[redacted] Operations Manager
Initial Consumer Rebuttal /* (2000, 10, 2017/03/23) */
[redacted]:
Thank you for your follow-up on my case against Duke of Oil -Indiana.
Yes; [redacted] from Corporate (XXX-XXX-XXXX) called me and we have resolved this matter. [redacted] is issuing a FULL REFUND of [redacted] via USPS as if 3/16/17.
Thank you again ~
[redacted]
Initial Business Response /* (1000, 11, 2015/08/07) */
Contact Name and Title: The Duke of Oil
Contact Phone: XXX-XXX-XXXX
The Duke of Oil has attempted on several occasions to try and work with the customer. Customer went and took her own actions in repairing the vehicle.
OFFER: