Dear Miss,Thank you for your review in this matter. I hope this will suffice and serve to protect our coveted business rating.EC Quality Car Care would like to apologize to you for the confusing and stressful time we caused you while you were a first-time visitor to our automotive repair and...
maintenance facility. Please understand that we have been in business for almost 20 years and would never intentionally make any effort to complicate any matter you may have with us. We take full responsibility for this outcome and would like to clarify, in writing, exactly what transpired. [redacted], (the receptionist) was trying to get a better understanding of what type of oil change was required for your vehicle and was making suggestions based off his previous experience. He also owns a Toyota. The original oil change that he suggested is a 5w-30 oil change with engine filter and BG MOA (part # 115) additive. This was quoted at $45 on average with the BG MOA additive at an extra $15. This is a safe oil, filter, and additive package that most vehicles with your type of use and category class would use. Per an article on the website Popular Mechanics (1):“The carmakers usually specify a 5W-20 or 5W-30 oil, particularly for lower temperatures, with a 10W-30 oil as optional, particularly for higher ambient temperatures. These three ratings cover just about every light-duty vehicle on the road. Even more important, though, is changing the oil and filter regularly. A 4000 miles/4 months interval is good practice. The absolute minimum is twice a year. If your car has an electronic oil-change indicator on the instrument cluster, don't exceed its warning.” Additionally, per the Toyota website (2):Only Toyota vehicles in which 0w-20 synthetic oil is required (except 3UR-FBE Engines*) have been approved for extended oil change intervals of 10,000-miles/12-months. (However, you should continue to check the oil level regularly and top off if needed. That will help your engine get the full benefit of synthetic oil.) [redacted] then looked up the vehicle specifications using AllData (a nationally trusted source of the automotive industry for vehicle repair and maintenance information) to find that this vehicle is designed for use with a 0w-20 ILSAC approved full synthetic motor oil (or 5w-20 ILSAC approved). This means the original conventional oil change that was recommended with BG MOA additive (although not harmful to the engine) was not the absolute correct one. [redacted] informed you that this type of oil change was approximately $90 in price instead of the original oil change quote with BG MOA additive added (approximately $60). You expressed that you wanted what was recommended for your vehicle and [redacted] proceeded to delete the MOA additive (since full synthetic oil does not necessarily need the additive) but forgot to delete the regular oil change from the paper ticket and add the cost of the full synthetic oil in its place. Instead, [redacted] immediately informed the 40-year experienced ASE Master Certified automotive technician (who was performing the oil change) that the oil would be this type of oil instead and that we would not add the MOA to this type of oil since a full synthetic oil does not need the additive. The technician was already aware of this (due to his experience) and proceeded to complete the oil change and transmission flush that you requested. The BG Transmission Flush Service was quoted at approximately $280 to which you replied, “Well, at least is only has to be done once every once in a while.” I completely understand how this price could make you feel. A quality transmission service is expensive, but it saves so much time, worry, and money later. [redacted] proceeded to offer you a free ride home since the work being performed would take at least 2 hours. You accepted the ride home and were given an approximate completion time of about 11:00 AM. After the services were completed, our driver Nick, was sent to pick you up at about 11:05 AM. When you arrived, you made the required payment on your credit card and while [redacted] was running the card through processing, you noticed that the oil change on the invoice still indicated we performed a conventional oil change with 5w-30 oil and no MOA additive. [redacted] thanked you for pointing this clerical error out and proceeded to calculate the difference between the conventional oil change and the synthetic oil change. I believe this is where the experience began to get a little unnerving. You asked [redacted] about the price difference, and after he explained it, you paid the remainder of the bill in cash. We thanked you for your business and you proceeded with your business for the day. A short time after you departed, you came by the shop again with a question about the mileage interval on the reminder sticker that we customarily placed on your windshield. You asked why the interval was set to 5,000 miles/5 months instead of 10,000 miles. It was explained that a full synthetic oil change was performed (as well as the BG Transmission Flush) and that it is possible to use a 10,000 mile interval on your current oil change however, EC Quality Car Care will always recommend a 5,000 mile interval and, on a rare occasion, a max of 7,500 miles. It was also explained that for additional protection, it would be acceptable to also change just the filter instead of both oil and filter to safely get the 10,000 mile interval. This was merely a recommendation and has been the way EC Quality Care Car has always treated this type of oil change. In this industry, we have found that it is always better to err on the side of caution since not all customers always come in for the oil change interval right on time or early. We understand that life happens, and it is not always possible to do so. Keeping this in mind, we have always provided every customer with a bit of a cushion to allow for such events. This also serves the dual purpose of potentially protecting both our valued customer, and the shop, from performing costly and timely repairs in the future. If this practice was not to your liking, we will cheerfully make a note on your account that you made the request to only make out the sticker reminder to indicate and oil change at the 10,000 mile interval. We are deeply bothered that the error [redacted] made in preparing the paperwork caused so much confusion and he has subsequently been counselled to avoid anything like this in the future. He is a very knowledgeable service advisor and although rare, he has made a minor mistake or two in the past. We are all human and make mistakes at just about anything we do from time to time. [redacted] would also like to express his deepest apologies to you in person if you can find it in your heart to come by and see us. We promise we will make it right and redo the oil change (with you next to the technician if necessary). The oil change we performed was done with 0w-20 full synthetic oil (part #CQ900). It carries all the necessary approvals of the ASE (including ILSAC) . We also use a Carquest brand oil filter. Please keep in mind that these oils and filters meet or exceed manufacturer specifications and are safe to use on your vehicle. Just a little food for thought, according to one of our trusted auto parts providers, AdvancedAutoParts.com (3)Consumer purchasers of automotive filters are sometimes told by an automobile dealer’s service writer or mechanic that a brand of replacement filter cannot be used in the consumer’s vehicle during the warranty period. The claim is made that use of the brand will “void the warranty,” with the statement or implication that only the original equipment brand of filters may be used. This, of course, tends to cast doubt on the quality of the replacement filter.That claim is simply not true. If the consumer asks for the statement in writing, he will not receive it. Nevertheless, the consumer may feel uneasy about using replacement filters that are not original equipment. With the large number of do-it-yourselfers who prefer to install their own filters, this misleading claim should be corrected.Under the Magnuson – Moss Warranty Act, 15U.S.C. SS 2301-2312 (1982) and general principles of the Federal Trade Commission Act, a manufacturer may not require the use of any brand of filter (or any other article) unless the manufacturer provides the item free of charge under the terms of the warranty.So, if the consumer is told that only the original equipment filter will not void the warranty, he should request that the OE filter be supplied free of charge. If he is charged for the filter, the manufacturer will be violating the Magnuson – Moss Warranty Act and other applicable law.By providing this information to consumers, the Filter Manufacturers Council can help to combat the erroneous claim that a brand of replacement filter other than the original equipment will “void the warranty.”It should be noted that the Magnuson – Moss Warranty Act is a federal law that applies to consumer products. The Federal Trade Commission has authority to enforce the Magnuson – Moss Warranty Act, including obtaining injunctions and orders containing affirmative relief. In addition, a consumer can bring suit under the Magnuson – Moss Warranty ActI hope this information has been helpful and that we can continue to grow our business relationship. EC Quality Car Care treats all of our customers with the upmost kindness and respect. Our integrity and honesty will never be compromised. I hope to see you soon for an easy and quick resolution. Take care and Happy Motoring! Source: (1) [redacted] (2) [redacted] (3) [redacted]Update: This customer decided that it would be better if she was monetarily compensated for the inconvenience and hassle rather than coming in for the oil change do-over. She stated she will be content with an $80 refund of services. She was mailed $80 on 3/16/17 in the form of check payment (check # 22131). No further issues were brought up by the customer. - [redacted]
Dear Miss,Thank you for your review in this matter. I hope this will suffice and serve to protect our coveted business rating.EC Quality Car Care would like to apologize to you for the confusing and stressful time we caused you while you were a first-time visitor to our automotive repair and...
maintenance facility. Please understand that we have been in business for almost 20 years and would never intentionally make any effort to complicate any matter you may have with us. We take full responsibility for this outcome and would like to clarify, in writing, exactly what transpired. [redacted], (the receptionist) was trying to get a better understanding of what type of oil change was required for your vehicle and was making suggestions based off his previous experience. He also owns a Toyota. The original oil change that he suggested is a 5w-30 oil change with engine filter and BG MOA (part # 115) additive. This was quoted at $45 on average with the BG MOA additive at an extra $15. This is a safe oil, filter, and additive package that most vehicles with your type of use and category class would use. Per an article on the website Popular Mechanics (1):“The carmakers usually specify a 5W-20 or 5W-30 oil, particularly for lower temperatures, with a 10W-30 oil as optional, particularly for higher ambient temperatures. These three ratings cover just about every light-duty vehicle on the road. Even more important, though, is changing the oil and filter regularly. A 4000 miles/4 months interval is good practice. The absolute minimum is twice a year. If your car has an electronic oil-change indicator on the instrument cluster, don't exceed its warning.” Additionally, per the Toyota website (2):Only Toyota vehicles in which 0w-20 synthetic oil is required (except 3UR-FBE Engines*) have been approved for extended oil change intervals of 10,000-miles/12-months. (However, you should continue to check the oil level regularly and top off if needed. That will help your engine get the full benefit of synthetic oil.) [redacted] then looked up the vehicle specifications using AllData (a nationally trusted source of the automotive industry for vehicle repair and maintenance information) to find that this vehicle is designed for use with a 0w-20 ILSAC approved full synthetic motor oil (or 5w-20 ILSAC approved). This means the original conventional oil change that was recommended with BG MOA additive (although not harmful to the engine) was not the absolute correct one. [redacted] informed you that this type of oil change was approximately $90 in price instead of the original oil change quote with BG MOA additive added (approximately $60). You expressed that you wanted what was recommended for your vehicle and [redacted] proceeded to delete the MOA additive (since full synthetic oil does not necessarily need the additive) but forgot to delete the regular oil change from the paper ticket and add the cost of the full synthetic oil in its place. Instead, [redacted] immediately informed the 40-year experienced ASE Master Certified automotive technician (who was performing the oil change) that the oil would be this type of oil instead and that we would not add the MOA to this type of oil since a full synthetic oil does not need the additive. The technician was already aware of this (due to his experience) and proceeded to complete the oil change and transmission flush that you requested. The BG Transmission Flush Service was quoted at approximately $280 to which you replied, “Well, at least is only has to be done once every once in a while.” I completely understand how this price could make you feel. A quality transmission service is expensive, but it saves so much time, worry, and money later. [redacted] proceeded to offer you a free ride home since the work being performed would take at least 2 hours. You accepted the ride home and were given an approximate completion time of about 11:00 AM. After the services were completed, our driver Nick, was sent to pick you up at about 11:05 AM. When you arrived, you made the required payment on your credit card and while [redacted] was running the card through processing, you noticed that the oil change on the invoice still indicated we performed a conventional oil change with 5w-30 oil and no MOA additive. [redacted] thanked you for pointing this clerical error out and proceeded to calculate the difference between the conventional oil change and the synthetic oil change. I believe this is where the experience began to get a little unnerving. You asked [redacted] about the price difference, and after he explained it, you paid the remainder of the bill in cash. We thanked you for your business and you proceeded with your business for the day. A short time after you departed, you came by the shop again with a question about the mileage interval on the reminder sticker that we customarily placed on your windshield. You asked why the interval was set to 5,000 miles/5 months instead of 10,000 miles. It was explained that a full synthetic oil change was performed (as well as the BG Transmission Flush) and that it is possible to use a 10,000 mile interval on your current oil change however, EC Quality Car Care will always recommend a 5,000 mile interval and, on a rare occasion, a max of 7,500 miles. It was also explained that for additional protection, it would be acceptable to also change just the filter instead of both oil and filter to safely get the 10,000 mile interval. This was merely a recommendation and has been the way EC Quality Care Car has always treated this type of oil change. In this industry, we have found that it is always better to err on the side of caution since not all customers always come in for the oil change interval right on time or early. We understand that life happens, and it is not always possible to do so. Keeping this in mind, we have always provided every customer with a bit of a cushion to allow for such events. This also serves the dual purpose of potentially protecting both our valued customer, and the shop, from performing costly and timely repairs in the future. If this practice was not to your liking, we will cheerfully make a note on your account that you made the request to only make out the sticker reminder to indicate and oil change at the 10,000 mile interval. We are deeply bothered that the error [redacted] made in preparing the paperwork caused so much confusion and he has subsequently been counselled to avoid anything like this in the future. He is a very knowledgeable service advisor and although rare, he has made a minor mistake or two in the past. We are all human and make mistakes at just about anything we do from time to time. [redacted] would also like to express his deepest apologies to you in person if you can find it in your heart to come by and see us. We promise we will make it right and redo the oil change (with you next to the technician if necessary). The oil change we performed was done with 0w-20 full synthetic oil (part #CQ900). It carries all the necessary approvals of the ASE (including ILSAC) . We also use a Carquest brand oil filter. Please keep in mind that these oils and filters meet or exceed manufacturer specifications and are safe to use on your vehicle. Just a little food for thought, according to one of our trusted auto parts providers, AdvancedAutoParts.com (3)Consumer purchasers of automotive filters are sometimes told by an automobile dealer’s service writer or mechanic that a brand of replacement filter cannot be used in the consumer’s vehicle during the warranty period. The claim is made that use of the brand will “void the warranty,” with the statement or implication that only the original equipment brand of filters may be used. This, of course, tends to cast doubt on the quality of the replacement filter.That claim is simply not true. If the consumer asks for the statement in writing, he will not receive it. Nevertheless, the consumer may feel uneasy about using replacement filters that are not original equipment. With the large number of do-it-yourselfers who prefer to install their own filters, this misleading claim should be corrected.Under the Magnuson – Moss Warranty Act, 15U.S.C. SS 2301-2312 (1982) and general principles of the Federal Trade Commission Act, a manufacturer may not require the use of any brand of filter (or any other article) unless the manufacturer provides the item free of charge under the terms of the warranty.So, if the consumer is told that only the original equipment filter will not void the warranty, he should request that the OE filter be supplied free of charge. If he is charged for the filter, the manufacturer will be violating the Magnuson – Moss Warranty Act and other applicable law.By providing this information to consumers, the Filter Manufacturers Council can help to combat the erroneous claim that a brand of replacement filter other than the original equipment will “void the warranty.”It should be noted that the Magnuson – Moss Warranty Act is a federal law that applies to consumer products. The Federal Trade Commission has authority to enforce the Magnuson – Moss Warranty Act, including obtaining injunctions and orders containing affirmative relief. In addition, a consumer can bring suit under the Magnuson – Moss Warranty ActI hope this information has been helpful and that we can continue to grow our business relationship. EC Quality Car Care treats all of our customers with the upmost kindness and respect. Our integrity and honesty will never be compromised. I hope to see you soon for an easy and quick resolution. Take care and Happy Motoring! Source: (1) [redacted] (2) [redacted] (3) [redacted]Update: This customer decided that it would be better if she was monetarily compensated for the inconvenience and hassle rather than coming in for the oil change do-over. She stated she will be content with an $80 refund of services. She was mailed $80 on 3/16/17 in the form of check payment (check # 22131). No further issues were brought up by the customer. - [redacted]