Speedee Oil Change

Initial Business Response / [redacted] (1000, 5, 2015/11/02) */ Contact Name and Title: [redacted] ***, Franchisee Contact Phone: (XXX) XXX-XXXX Contact Email: [redacted] @yahoo.com The customer came in to do the oil change on 10/14/with the 132,miles on the odometerOn 10/23/customer came back with the 134,miles on the odometer (days miles later) and talked to our manager, Theo, about the oil changeAt that time, the car would not start and we had to push into the bayThe diagnosis services was agreed to perform and found out that the vehicle needs a new starter but customer did not want to repair with usWhen the morning of 10/24/15, customer complained there was low oil showing and told us that we did not do the oil change service on 10/14/At that moment, [redacted] was busy and did not have time to review the security camera yet but on the phone he offered to refund the oil change service fee if we did not complete the serviceLater, before the customer come back to shop, [redacted] and the service technician reviewed and verified on the security camera of oil change service performed on 10/14/15, and showed our technician put the oil quarts and check the oil level on dipstick as our safety check policyThe technician did everything correctly per our policy and proceduresWhen customer came back in, as promised, manager reimbursed the customer for the ($cash) for the other vendor oil change fee and also offered one free next time oil change for the same vehicle in our shop in lieu of refunding the last oil change fee, for customer service relationshipThe customer is welcome to verify the recorded security camera video for our service to his vehicle by next days (11/4/15) from the date of this replyThere was a preexisted problem with the vehicle (starter problem is one) and the car was driven miles in days and probably burning the oil somewhereWe are sorry to inform you that we cannot refund the diagnosis service and oil change fee which were correctly diagnosed and completed the oil change serviceWe feel that we did the best we can to keep the customer relation Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response due to it not being 100% truthfulI was not granted access to view the security cameras like the above response mentionedWhen I took my vehicle to the different mechanic (at import masters), it was brought to my attention that my vehicle was not burning oil or had any oil leaksSpeedee also informed me that my vehicle was free of oil leaks when they inspected my car on 10/23/ With that being said; the oil change that was supposedly completed on 10/14/is in question & with being denied access to view the security footage, I know now that the oil change was not completedIn addition...speedee manager [redacted] offered me a free oil change only as a consolation because he wouldn't refund me what I was rightfully owed

Upon reviewing the customer's complaint, there were a couple of items that the technician did not check during the tune-upAs a result, we contacted the customer and refunded the customer on [redacted] for $ [redacted] which represents the tuamountThe remaining balance was for an oil change that was completed as agreed

Dear Mr*** We are so very sorry to hear that you were disappointed with the service that we provided for you on April 13, 2016. I would like to recap for you exactly what transpired during your visit with us on this day as follows: First I would like to inform you that we have cameras
throughout our shop that records everything that happens 24/within the business. I have taken the time to review the recording of each and every minute that you and your vehicle were present at our business. The following is exactly what I have foundYou arrived at our business at 10:am on the morning of the 13th. You were greeted by our Lube tech ***. You advised him that you would like to know if we were able to remove his spark plugs on your Jeep Wrangler. This was because you had attempted to do it yourself and were unable to do it because they were too tight. You were advised that we could do this for you, that there would be a wait before we could get to it. As *** was working up the price and length of time required for the service, you asked if we could additionally replace the ignition wires. You were advised that we could handle that also and were then given a total price of $which represents a total of hours at our posted price of $per hour You agreed to authorize us to do the job for this price and you were advised at this time that it would take the hours to complete the jobWe were able to begin work on your vehicle at 10:am and we were able to remove all spark plugs properly, install all of your spark plugs properly and installed your ignition wires correctly within the time frame that we estimated. Your vehicle arrived at our location at 10:am and you were cashed out after we had completed the job at 12:pm. That is a total of one hour and thirty one minutes that you were at our shop and this includes the waiting time that it took prior to beginning your serviceI have also taken the time to investigate the time that is posted within the All Data System which nearly all shops utilize to estimate the time required to do all mechanic services within the industry. All Data does verify that you were given a correct estimate for the work that you ask us to performAs to your notation that your check engine light came on after the service was completed by us, I will remind you that we do not warranty parts that you bring to us to be installed. That warranty is between you and the business that you purchased them fromYou found it necessary to mention that we had people standing around at times. Yes, when there is no oil change to be done, our lube techs will be idle. But rest assured that we don’t let lube techs work on mechanic services that they are not trained to do…..surely you appreciate thatI will also mention that I reviewed your actions in our waiting room at check out. Your actions were inappropriate and uncalled for and I don’t appreciate the things you said or the manner in which you actedYou have asked for your money back. I can honestly tell you from the information you have provided to us and all of the above, your request is inappropriate and it must be denied

Initial Business Response /* (1000, 15, 2015/10/05) */
we make recommendation on transmission fluid by mileage of the vehicle according to the manufacturing recommendationmanufacturing recommendation mileage are 30,000/60,000/90,milesif the service is done from other shop we don't know, in
this case the consumer should know and tell us that this service just doneWe only knew the service that we done in the shop its in our record for so many yearsWe don't recommend by looking the fluid always we go by manufacturing recommendationreason I am late I am out of town just got back
Initial Consumer Rebuttal /* (3000, 17, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The mechanic who recommend me transmission fluid change actually showed me a metal stick with some dark oil and showed me another stick with clear one saying it needs to be doneThey are being dishonest again
Final Business Response /* (4000, 19, 2015/10/16) */
we dont have any knowledge of the service done to the other shop, when we recommend we go by manufacturing recommendation either mileage or by year of serviceSo if is done to the other shop the owner should know and when we recommend the owner should say it already done to the other shop then we make a note in our record that this is done to the other shop, but the customer found after we did the service when she got homeThe owner expect us to know that his transmission is done to the other chopits impossible to guess thatthat is the owner responsibility not any shop.sorry I cant help you on this issues
Final Consumer Response /* (4200, 21, 2015/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not recommend me according to the mileage
They motioned me to the shop and when I got there, they showed me a stick with dirty liquid dripping
Also they showed me another one with clear oil saying it had to be that color
Since I don't know much about car, I got worried and told them to change it
They are such dishonest people

Per the attached response, no damage was done to this vehicle at SpeeDee. [redacted]OwnerTo whom it might concern.The referenced claim comes from a home owner who was called multiple times by our telemarketing service on our behalf.The home owner had complained to the caller of the multiple...

calls and the fact he is on a “no call” list. Our servicing contractor passed the complaint on to their dialer subcontractor. As fate would have it, our contractor was in its final two weeks of service with its subcontractor because they were not keeping up with “no call” listings.The subcontractor, knowing they were losing their contract, made no attempt to correct the situation. Our service place additional calls to the home owner unwittingly because they were being torpedoed by the disgruntled subcontractor.When our service heard of home owner’s second complaint after we had specifically pointed out this home owner he immediately canceled the subcontractor that day.We are back on track with a reliable subcontractor. We are sorry for the incontinences we have caused the home owner. We thank him for alerting us all to the problem.

Initial Business Response /* (1000, 5, 2015/11/02) */
Contact Name and Title: [redacted], Franchisee
Contact Phone: (XXX) XXX-XXXX
Contact Email: [redacted]@yahoo.com
The customer came in to do the oil change on 10/14/2015 with the 132,624 miles on the odometer. On 10/23/15 customer came back...

with the 134,704 miles on the odometer (9 days 2080 miles later) and talked to our manager, Theo, about the oil change. At that time, the car would not start and we had to push into the bay. The diagnosis services was agreed to perform and found out that the vehicle needs a new starter but customer did not want to repair with us. When the morning of 10/24/15, customer complained there was low oil showing and told us that we did not do the oil change service on 10/14/15. At that moment, [redacted] was busy and did not have time to review the security camera yet but on the phone he offered to refund the oil change service fee if we did not complete the service. Later, before the customer come back to shop, [redacted] and the service technician reviewed and verified on the security camera of oil change service performed on 10/14/15, and showed our technician put the oil 4.9 quarts and check the oil level on dipstick as our safety check policy. The technician did everything correctly per our policy and procedures. When customer came back in, as promised, manager reimbursed the customer for the ($16.75 cash) for the other vendor oil change fee and also offered one free next time oil change for the same vehicle in our shop in lieu of refunding the last oil change fee, for customer service relationship. The customer is welcome to verify the recorded security camera video for our service to his vehicle by next 2 days (11/4/15) from the date of this reply. There was a preexisted problem with the vehicle (starter problem is one) and the car was driven 2080 miles in 9 days and probably burning the oil somewhere. We are sorry to inform you that we cannot refund the diagnosis service and oil change fee which were correctly diagnosed and completed the oil change service. We feel that we did the best we can to keep the customer relation.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response due to it not being 100% truthful. I was not granted access to view the security cameras like the above response mentioned. When I took my vehicle to the different mechanic (at import masters), it was brought to my attention that my vehicle was not burning oil or had any oil leaks. Speedee also informed me that my vehicle was free of oil leaks when they inspected my car on 10/23/15.
With that being said; the oil change that was supposedly completed on 10/14/2015 is in question & with being denied access to view the security footage, I know now that the oil change was not completed. In addition...speedee manager [redacted] offered me a free oil change only as a consolation because he wouldn't refund me what I was rightfully owed.

Upon reviewing the customer's complaint, there were a couple of items that the technician did not check during the tune-up. As a result, we contacted the customer and refunded the customer on[redacted] for $[redacted] which represents the tune-up amount. The remaining balance was for an oil change that...

was completed as agreed.

Review: On June 12, 2013 I took my 2004 Ford Tauras to this location with a problem of the car hesitating. I was told the only problem was it needed new spark plugs which cost $358.87. This work came with a 1 year 12,000 mile guarantee. I have taken the car back to them four separate times with the same problem and to date the car is not fixed. I have contacted their Corporate offices via phone and e-mail and was told someone would be in touch with me. To date no response. Speedee Oil Change wants to charge me an additional $150.00 for another service which their mechanic "[redacted]" claims they probably missed on the initial repair. With all the frustration of having to return the car four times and no response from this company I feel this additional repair should be included in their warranty. I use this company for my oil changes and also pay to have my tires rotated (I can have this done free at Firestone).Desired Settlement: I feel that Speedee Oil should stand behind their warranty.

Business

Response:

Regarding the complaint #[redacted]. Here is what has transpired. The vehicle came into the shop with the check engine light on. The codes read multiple cylinder misfire. The mechanic using his years of experience came to the conclusion that with the vehicle having 72k milage the problem would rest with the spark plugs. This vehicle requires the the engine plentium he removed to replace the hack spark plugs. With the plugs out we also replaced the coil boots due to age and appearance. This is a recommended procedure on this type of vehicle. THIS IS THE SERVICE THATIS WARRANTED FOR ONE YEAR OR 10,000. MILES. the vehicle ran fine when it left the shop. The customer came back at a later date with the check engine light on. Once again we scanned the computer and it came up with a different code. This time it came up with the code that indicated that the crank sensor was faulty . This being another system we gave the customer a reduced price trying to help. The customer contacted the corporate office saying that We should cover it under the tune up warranty. This we refuse to do because it is a completely different system failure and we already gave her a reduced price to repair. I the owner has spoken to the customer and she indicated that she would return to have the system repaired