This customer first called the [redacted] on September 9, 2015, to discuss the complaints described above He blamed our technician for cutting the serpentine belt on his vehicle, based on the opinion of another, independent mechanic, who was not present during the servicing of the vehicle Our [redacted] said she would have to look into the issue and get back to him After gathering information from the [redacted] and the lube technician who worked on the vehicle, as well as reviewing actual video footage of the entire oil change procedure; it did not appear that anything was done to damage the serpentine belt On September 10, 2015, after speaking again with the [redacted] , the customer stopped by the shop to discuss the issue with our [redacted] (who is also [redacted] ) He showed [redacted] the serpentine belt in question [redacted] , upon inspecting the serpentine belt, noticed that the cut in the belt was not a straight cut, but had a slight curve to it; unlike what the customer described over the phone based on the independent mechanic’s observation [redacted] proceeded to show the customer a serpentine belt with slight wear and tear to demonstrate that cuts and tears can appear over time due to various environmental or engine-related factors The vehicle used to demonstrate this was [redacted] ’s own vehicle, not another customer’s In addition, [redacted] offered to show the customer the actual video footage of the entire oil change, but the customer refused to view it The video shows no indication of any tampering with the belt Based on our review, we cannot hold any of our employees responsible for the damage to the serpentine belt There is no evidence to support that our employees are responsible Therefore, we cannot refund the customer for the cost of his replacement serpentine belt We are a shop that holds our employees to a high standard and if we found out one of them purposely did damage to any part of a customer’s vehicle; we would promptly take action to remedy the situation However, in this case, we do not find them at fault As for the customer’s dissatisfaction with the oil change itself, if our technician omitted any of the included services (such as washing the windshield, checking tire pressure), it is not acceptable For that reason, we offer the customer a refund of $
In response to the customer’s most recent reply, we provide the following in attempt to address some of the issues and opinions he set forth:--We never tried to hide the fact we are indeed a small, family owned business We are proud of the fact we have remained a locally owned and operated business for the past years When we communicate with customers, we simply prefer to use our business titles and roles in order to relate to our customers in a professional way Regardless, whether we are corporate owned or family owned, this seems to provide no relevance to the issue at hand.--*** *** did attempt to evaluate the belt more thoroughly; however, the customer did not want to take time to allow *** *** to view it The customer left the shop abruptly without allowing further communication to take place. --The car that had the serpentine belt that *** *** tried to show the customer as an example was indeed *** ***’s own vehicle This can be proven by Wisconsin vehicle registration documents matching up the make, model, and license plate (the vehicle there that day can be shown on surveillance video).--While trying to discuss the issue with the customer, *** *** was not trying to compare his qualifications with any other mechanic He was generally speaking from mechanical knowledge gained from over years of automobile repair and service experience which includes everything from simple diagnosis to complete teardown and rebuilding of engines We have numerous repeat customers who come to *** *** as their first choice to do mechanical work on their vehicles.--We are an automotive facility that can offer our customers a wide range of services beyond oil changes; although oil changes are, of course, our main service We provide many services beyond that such as air filter replacement, windshield wiper replacement, transmission flushes, coolant flushes, battery replacement, belt replacement, A/C charging, tune-ups, tire replacement, etc…all in order to save our customers time in going somewhere else for those services We can generally provide these services faster than our competitors but still at a reasonable cost In fact, our listing on the Revdex.com web site puts us in the category of “General Automotive Repair”, among others.In summary, it is unfortunate the serpentine belt on the customer’s vehicle incurred damage and had to be replaced However, we do not appreciate being blamed for this matter especially since the facts remain that serpentine belts do become worn and damaged for any number of reasons, the customer does not have any evidence to support his allegation, and our own review of the issue including video camera footage shows no indications of tampering with the belt Therefore, we cannot offer any additional reimbursement to what we presented in our initial response We invite the customer to take whatever further action he wishes, because we remain confident we are not at fault for the damage to his serpentine belt
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.In response to previous business response:
This is the 1st lie. When I first contacted the wife ( i.e… one of [redacted]’s, itwas clear that she wanted me to believe that the other business owner was not aperson that was related; familial relationship ) She didn’t think that I was smart enough tofind it out. Many people are proud ofwhat they do, however, that doesn’t mean all of it is legal or honest. Being locally owned and operated has norelevance. The fact that they have beenin business for 15 years just tells me that it has taken this long to find themout. How many other customers in thelast 15 years got taken? Regardingcommunication, there was nothing professional about the way the attendants werewith me on site; nor was [redacted] that I met in person at the placeof business. This is lie #2. There is an obvious familial relationship inaddition to the business relationship, and in our and God’s book ( this has ALLthe relevance to the issue at hand ) Asa [redacted]tian, we are taught ( By God’s Word to us, the Holy Bible ) that when webecome married, we are as one. Althoughsome try at times the separate this relationship, it doesn’t changeanything. Therefore, as one, an obviousbias exists. This is Lie #3. [redacted] took a short look at the belt, then shoved it back at me,without bothering to look longer. As ifto say, I already know it is there, I don’t need to look at it, I already knowthat regardless of what happened, I am going to deny and defend. That was the attitude I encountered by the[redacted]. I left abruptly,because I knew that any future conversation with the part owner would be useless( based on the disrespect by not paying closer attention to the actual belt) I remember the [redacted] asking me to comeover and look at what a bad belt looks like ( again disrespect, like I don’tknow what one looks like ) If it was theowner’s car, then why is the owner driving around with a bad belt? If it was a good belt, then what would therebe to show me, since the owner agreed with me that my belt was after market andnewer and ( except for the cut, in newer shape? ) As you can see, none of it adds up.. Thisis Lie #5. [redacted] wasdirectly trying to compare his qualifications. He immediately went into a defensive mode when I asked him for hismechanic qualifications. I have beenworking on cars for over 30 years, yet I do not call myself a mechanic. My father has been working on cars and trucksfor over [redacted], including complete engine teardowns ( [redacted]
[redacted] ) yet he does not identify himself as a mechanic. If one took a survey, one would find thatthere are VERY FEW people who would trust to have their vehicles worked on as afirst choice at an oil change place vs. a reputable car repair shop thatemploys ASE Certified mechanics. As atest case, we tried this survey on Facebook. Try it yourself. They claim that oil change is their main service, yet inpractice, as a customer, we found that this isn’t true. We didn’t get the main full service that wepaid for, yet was offered other mechanic services. This was Lie #6. Most oil change places ( I know, over theyears I have been to many all over the US ) offer what this business does. Our replacement cost for the serpentine beltplus labor was cheaper than if we had it done at the oil change place. Most people prefer quality over quantity (which in the car business equals time ) when it comes to getting their vehiclerepaired.In my line of work, we look simply to the facts. So, let’s look at the facts. I didn’t get full service, yet I paid forit. I have a very new lookingaftermarket belt that has a cut in it that according to me and an ASE Certifiedmechanic ( neutral relationship, I may add ) it lookslike it was cut by a person with a knife. When the oil change person showed me the cut, it was perfectly inalignment to view it ( quite coincidental ) The belt could have been cut frombelow ( they know what the camera can and can’t see ) The owner’s/manager’s and who knows who elsein this matter are related and obviously biased. [redacted] is not an ASE Certifiedmechanic. [redacted] did not look atthe cut long enough to determine how it was cut…..this type of observationtakes time ( I know, I do it for a living ) time that he didn’t take. There are very few locations and spaces ( Ihave many pics ) where something could fly up, hit a rotating belt, make twocuts, within less than an ¼ inch of each other, not cause any other damageinside the engine compartment, then exit through a very small space that itcame up through. Nothing was foundinside of the engine compartment to indicate that it was cut by something else. My belt was aftermarket and fairly new. There was no indication that the belt wasworn. These are the facts. Now let’s look at emotion ( we know whichowner wrote this ) they don’t appreciate being blamed. Well, my first thought is, if you don’t likebeing blamed, then don’t do it. Second,if you can’t handle it, get out of the business. Things can get much worse, trust me, Iknow. I ran a business for 7 years. We don’t appreciate going in for an oilchange ( which we have been doing for over 35 years now ) and finding out that ourserpentine belt has been cut. They areright, we don’t have direct evidence, they covered their tracks well ( as theyhave stated, they have been in business for 15 years ) Their own biased and limited review ( as theycall it ) didn’t find anything. Wow,that’s a surprise. Had this been tied toa serious crime, we are confident that forensic investigation would find thatthis belt was cut by a person. Fortunately, it is not tied to a serious crime, but unfortunately, we willnot have this intense of an investigation for our small claims case ( so we canonly rely on our own observation, and the ASE Certified Mechanic’s opinion) We are glad for the invite to takewhatever action we wish, as we have just filed a complaint with the DATCP ofWI. We haven’t heard back from Pennzoilyet, which if that continues, we will go all the way to the top if we have to. We are receiving counsel on a possible smallclaims action, and we are letting people know about our bad experience ( whichaccording to our attorney, we have every right to do so and have been counseledon how to do it ) Are we habitual complainersor litigious people? Let’s look at ourrecord. * small claims actions betweenboth of us in [redacted]….2 wins….you are the Revdex.com…how many complaints have youhad from us in [redacted]?
Regards,
[redacted]
This customer first called the [redacted] on September 9, 2015, to discuss the complaints described above. He blamed our technician for cutting the serpentine belt on his vehicle, based on the opinion of another, independent mechanic, who was not present during the servicing of the...
vehicle. Our [redacted] said she would have to look into the issue and get back to him. After gathering information from the [redacted] and the lube technician who worked on the vehicle, as well as reviewing actual video footage of the entire oil change procedure; it did not appear that anything was done to damage the serpentine belt. On September 10, 2015, after speaking again with the [redacted], the customer stopped by the shop to discuss the issue with our [redacted] (who is also [redacted]). He showed [redacted] the serpentine belt in question. [redacted], upon inspecting the serpentine belt, noticed that the cut in the belt was not a straight cut, but had a slight curve to it; unlike what the customer described over the phone based on the independent mechanic’s observation. [redacted] proceeded to show the customer a serpentine belt with slight wear and tear to demonstrate that cuts and tears can appear over time due to various environmental or engine-related factors. The vehicle used to demonstrate this was [redacted]’s own vehicle, not another customer’s. In addition, [redacted] offered to show the customer the actual video footage of the entire oil change, but the customer refused to view it. The video shows no indication of any tampering with the belt. Based on our review, we cannot hold any of our employees responsible for the damage to the serpentine belt. There is no evidence to support that our employees are responsible. Therefore, we cannot refund the customer for the cost of his replacement serpentine belt. We are a shop that holds our employees to a high standard and if we found out one of them purposely did damage to any part of a customer’s vehicle; we would promptly take action to remedy the situation. However, in this case, we do not find them at fault. As for the customer’s dissatisfaction with the oil change itself, if our technician omitted any of the included services (such as washing the windshield, checking tire pressure), it is not acceptable. For that reason, we offer the customer a refund of $20.00.
Our manager contacted this customer via telephone the day
after receiving the complaint to discuss her concerns personally with her. [redacted] stated that if our technician was
rude in any way, that was not acceptable; and [redacted] would talk to him to reiterate...
the
necessity of positive customer interaction.
Based on a review of video camera footage of the oil change, the
services applicable to the customer’s vehicle were completed. [redacted], who was the bottom technician
during the service, did not notice any visible drips at the time of service and
remembers tightening everything properly.
The customer could not describe specifically what happened when driving
home and, afterward, the vehicle seemed to operate normally. Therefore, any noise or bump experienced was
most likely unrelated to the oil change. At the end of the telephone conversation, the customer seemed
to be satisfied and pleased to be given an explanation to address her
complaint. [redacted] told her that
next time she comes in for service on her vehicle, we would be happy to give
her a discount. This is to show her we
value her as a customer and appreciate her business.
This customer first called the [redacted] on September 9, 2015, to discuss the complaints described above He blamed our technician for cutting the serpentine belt on his vehicle, based on the opinion of another, independent mechanic, who was not present during the servicing of the vehicle Our [redacted] said she would have to look into the issue and get back to him After gathering information from the [redacted] and the lube technician who worked on the vehicle, as well as reviewing actual video footage of the entire oil change procedure; it did not appear that anything was done to damage the serpentine belt On September 10, 2015, after speaking again with the [redacted] , the customer stopped by the shop to discuss the issue with our [redacted] (who is also [redacted] ) He showed [redacted] the serpentine belt in question [redacted] , upon inspecting the serpentine belt, noticed that the cut in the belt was not a straight cut, but had a slight curve to it; unlike what the customer described over the phone based on the independent mechanic’s observation [redacted] proceeded to show the customer a serpentine belt with slight wear and tear to demonstrate that cuts and tears can appear over time due to various environmental or engine-related factors The vehicle used to demonstrate this was [redacted] ’s own vehicle, not another customer’s In addition, [redacted] offered to show the customer the actual video footage of the entire oil change, but the customer refused to view it The video shows no indication of any tampering with the belt Based on our review, we cannot hold any of our employees responsible for the damage to the serpentine belt There is no evidence to support that our employees are responsible Therefore, we cannot refund the customer for the cost of his replacement serpentine belt We are a shop that holds our employees to a high standard and if we found out one of them purposely did damage to any part of a customer’s vehicle; we would promptly take action to remedy the situation However, in this case, we do not find them at fault As for the customer’s dissatisfaction with the oil change itself, if our technician omitted any of the included services (such as washing the windshield, checking tire pressure), it is not acceptable For that reason, we offer the customer a refund of $
In response to the customer’s most recent reply, we provide the following in attempt to address some of the issues and opinions he set forth:--We never tried to hide the fact we are indeed a small, family owned business We are proud of the fact we have remained a locally owned and operated business for the past years When we communicate with customers, we simply prefer to use our business titles and roles in order to relate to our customers in a professional way Regardless, whether we are corporate owned or family owned, this seems to provide no relevance to the issue at hand.--*** *** did attempt to evaluate the belt more thoroughly; however, the customer did not want to take time to allow *** *** to view it The customer left the shop abruptly without allowing further communication to take place. --The car that had the serpentine belt that *** *** tried to show the customer as an example was indeed *** ***’s own vehicle This can be proven by Wisconsin vehicle registration documents matching up the make, model, and license plate (the vehicle there that day can be shown on surveillance video).--While trying to discuss the issue with the customer, *** *** was not trying to compare his qualifications with any other mechanic He was generally speaking from mechanical knowledge gained from over years of automobile repair and service experience which includes everything from simple diagnosis to complete teardown and rebuilding of engines We have numerous repeat customers who come to *** *** as their first choice to do mechanical work on their vehicles.--We are an automotive facility that can offer our customers a wide range of services beyond oil changes; although oil changes are, of course, our main service We provide many services beyond that such as air filter replacement, windshield wiper replacement, transmission flushes, coolant flushes, battery replacement, belt replacement, A/C charging, tune-ups, tire replacement, etc…all in order to save our customers time in going somewhere else for those services We can generally provide these services faster than our competitors but still at a reasonable cost In fact, our listing on the Revdex.com web site puts us in the category of “General Automotive Repair”, among others.In summary, it is unfortunate the serpentine belt on the customer’s vehicle incurred damage and had to be replaced However, we do not appreciate being blamed for this matter especially since the facts remain that serpentine belts do become worn and damaged for any number of reasons, the customer does not have any evidence to support his allegation, and our own review of the issue including video camera footage shows no indications of tampering with the belt Therefore, we cannot offer any additional reimbursement to what we presented in our initial response We invite the customer to take whatever further action he wishes, because we remain confident we are not at fault for the damage to his serpentine belt
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.In response to previous business response:
This is the 1st lie. When I first contacted the wife ( i.e… one of [redacted]’s, itwas clear that she wanted me to believe that the other business owner was not aperson that was related; familial relationship ) She didn’t think that I was smart enough tofind it out. Many people are proud ofwhat they do, however, that doesn’t mean all of it is legal or honest. Being locally owned and operated has norelevance. The fact that they have beenin business for 15 years just tells me that it has taken this long to find themout. How many other customers in thelast 15 years got taken? Regardingcommunication, there was nothing professional about the way the attendants werewith me on site; nor was [redacted] that I met in person at the placeof business. This is lie #2. There is an obvious familial relationship inaddition to the business relationship, and in our and God’s book ( this has ALLthe relevance to the issue at hand ) Asa [redacted]tian, we are taught ( By God’s Word to us, the Holy Bible ) that when webecome married, we are as one. Althoughsome try at times the separate this relationship, it doesn’t changeanything. Therefore, as one, an obviousbias exists. This is Lie #3. [redacted] took a short look at the belt, then shoved it back at me,without bothering to look longer. As ifto say, I already know it is there, I don’t need to look at it, I already knowthat regardless of what happened, I am going to deny and defend. That was the attitude I encountered by the[redacted]. I left abruptly,because I knew that any future conversation with the part owner would be useless( based on the disrespect by not paying closer attention to the actual belt) I remember the [redacted] asking me to comeover and look at what a bad belt looks like ( again disrespect, like I don’tknow what one looks like ) If it was theowner’s car, then why is the owner driving around with a bad belt? If it was a good belt, then what would therebe to show me, since the owner agreed with me that my belt was after market andnewer and ( except for the cut, in newer shape? ) As you can see, none of it adds up.. Thisis Lie #5. [redacted] wasdirectly trying to compare his qualifications. He immediately went into a defensive mode when I asked him for hismechanic qualifications. I have beenworking on cars for over 30 years, yet I do not call myself a mechanic. My father has been working on cars and trucksfor over [redacted], including complete engine teardowns ( [redacted]
[redacted] ) yet he does not identify himself as a mechanic. If one took a survey, one would find thatthere are VERY FEW people who would trust to have their vehicles worked on as afirst choice at an oil change place vs. a reputable car repair shop thatemploys ASE Certified mechanics. As atest case, we tried this survey on Facebook. Try it yourself. They claim that oil change is their main service, yet inpractice, as a customer, we found that this isn’t true. We didn’t get the main full service that wepaid for, yet was offered other mechanic services. This was Lie #6. Most oil change places ( I know, over theyears I have been to many all over the US ) offer what this business does. Our replacement cost for the serpentine beltplus labor was cheaper than if we had it done at the oil change place. Most people prefer quality over quantity (which in the car business equals time ) when it comes to getting their vehiclerepaired.In my line of work, we look simply to the facts. So, let’s look at the facts. I didn’t get full service, yet I paid forit. I have a very new lookingaftermarket belt that has a cut in it that according to me and an ASE Certifiedmechanic ( neutral relationship, I may add ) it lookslike it was cut by a person with a knife. When the oil change person showed me the cut, it was perfectly inalignment to view it ( quite coincidental ) The belt could have been cut frombelow ( they know what the camera can and can’t see ) The owner’s/manager’s and who knows who elsein this matter are related and obviously biased. [redacted] is not an ASE Certifiedmechanic. [redacted] did not look atthe cut long enough to determine how it was cut…..this type of observationtakes time ( I know, I do it for a living ) time that he didn’t take. There are very few locations and spaces ( Ihave many pics ) where something could fly up, hit a rotating belt, make twocuts, within less than an ¼ inch of each other, not cause any other damageinside the engine compartment, then exit through a very small space that itcame up through. Nothing was foundinside of the engine compartment to indicate that it was cut by something else. My belt was aftermarket and fairly new. There was no indication that the belt wasworn. These are the facts. Now let’s look at emotion ( we know whichowner wrote this ) they don’t appreciate being blamed. Well, my first thought is, if you don’t likebeing blamed, then don’t do it. Second,if you can’t handle it, get out of the business. Things can get much worse, trust me, Iknow. I ran a business for 7 years. We don’t appreciate going in for an oilchange ( which we have been doing for over 35 years now ) and finding out that ourserpentine belt has been cut. They areright, we don’t have direct evidence, they covered their tracks well ( as theyhave stated, they have been in business for 15 years ) Their own biased and limited review ( as theycall it ) didn’t find anything. Wow,that’s a surprise. Had this been tied toa serious crime, we are confident that forensic investigation would find thatthis belt was cut by a person. Fortunately, it is not tied to a serious crime, but unfortunately, we willnot have this intense of an investigation for our small claims case ( so we canonly rely on our own observation, and the ASE Certified Mechanic’s opinion) We are glad for the invite to takewhatever action we wish, as we have just filed a complaint with the DATCP ofWI. We haven’t heard back from Pennzoilyet, which if that continues, we will go all the way to the top if we have to. We are receiving counsel on a possible smallclaims action, and we are letting people know about our bad experience ( whichaccording to our attorney, we have every right to do so and have been counseledon how to do it ) Are we habitual complainersor litigious people? Let’s look at ourrecord. * small claims actions betweenboth of us in [redacted]….2 wins….you are the Revdex.com…how many complaints have youhad from us in [redacted]?
Regards,
[redacted]
This customer first called the [redacted] on September 9, 2015, to discuss the complaints described above. He blamed our technician for cutting the serpentine belt on his vehicle, based on the opinion of another, independent mechanic, who was not present during the servicing of the...
vehicle. Our [redacted] said she would have to look into the issue and get back to him. After gathering information from the [redacted] and the lube technician who worked on the vehicle, as well as reviewing actual video footage of the entire oil change procedure; it did not appear that anything was done to damage the serpentine belt. On September 10, 2015, after speaking again with the [redacted], the customer stopped by the shop to discuss the issue with our [redacted] (who is also [redacted]). He showed [redacted] the serpentine belt in question. [redacted], upon inspecting the serpentine belt, noticed that the cut in the belt was not a straight cut, but had a slight curve to it; unlike what the customer described over the phone based on the independent mechanic’s observation. [redacted] proceeded to show the customer a serpentine belt with slight wear and tear to demonstrate that cuts and tears can appear over time due to various environmental or engine-related factors. The vehicle used to demonstrate this was [redacted]’s own vehicle, not another customer’s. In addition, [redacted] offered to show the customer the actual video footage of the entire oil change, but the customer refused to view it. The video shows no indication of any tampering with the belt. Based on our review, we cannot hold any of our employees responsible for the damage to the serpentine belt. There is no evidence to support that our employees are responsible. Therefore, we cannot refund the customer for the cost of his replacement serpentine belt. We are a shop that holds our employees to a high standard and if we found out one of them purposely did damage to any part of a customer’s vehicle; we would promptly take action to remedy the situation. However, in this case, we do not find them at fault. As for the customer’s dissatisfaction with the oil change itself, if our technician omitted any of the included services (such as washing the windshield, checking tire pressure), it is not acceptable. For that reason, we offer the customer a refund of $20.00.
Our manager contacted this customer via telephone the day
after receiving the complaint to discuss her concerns personally with her. [redacted] stated that if our technician was
rude in any way, that was not acceptable; and [redacted] would talk to him to reiterate...
the
necessity of positive customer interaction.
Based on a review of video camera footage of the oil change, the
services applicable to the customer’s vehicle were completed. [redacted], who was the bottom technician
during the service, did not notice any visible drips at the time of service and
remembers tightening everything properly.
The customer could not describe specifically what happened when driving
home and, afterward, the vehicle seemed to operate normally. Therefore, any noise or bump experienced was
most likely unrelated to the oil change. At the end of the telephone conversation, the customer seemed
to be satisfied and pleased to be given an explanation to address her
complaint. [redacted] told her that
next time she comes in for service on her vehicle, we would be happy to give
her a discount. This is to show her we
value her as a customer and appreciate her business.