BrotherHood Oil

Dear Revdex.com,
Re: case #

Case # *** was a first-time customer that came to our shop last month. We have never done maintenance on her car before since she lives in another county. We performed the oil change service and did not hear from her about any problems. After approximately 4 weeks have gone by, she came by the shop and talked with one of our Service Technicians. At that point she told him they noticed a drip of oil around the drain plug and her husband checked and said it was stripped out! He then proceeded to pull the entire oil pan from the car and rethreaded it. Our Tech asked her if her husband checked the oil to see how much had leaked out. He also told her she could have called and brought the car back to us and we would have fixed any problem that we caused. She stated no they did not check the oil level and her husband just did all the work and asked what we can do for them. The Service Technician explained to her that our receipt plainly states that in case of a problem to contact us before any work is performed for insurance purposes. He told her that the only thing he could offer her was an oil change for free for what they had to replace and would need to talk to a manager for any other compensation. At that point she left and has never called and spoke with a manager. As an owner of the business I read case # *** complaint, I am sorry to say, on Social Media. She proceeded to go on our *** page and our *** page to tell the public how bad we are, even before she could talk to us to about how we might fix the problem. My business partner reached out to her through a private message and asked her if I could speak to her since I was the General Manager and Co-Owner. I called case # *** on June 5th and left a message, but she has yet to call me back. As of today, we are now getting the letter from you the Revdex.com. As a business owner and a consumer, I can understand the frustration when something goes wrong and now days the normal reaction is Social Media instead of trying to work out something with the business. And, although it is not proper protocol to reimburse customers at their word that they fixed something at their expense, we were trying to contact case # *** to tell her we would do that. I am saddened that it was escalated to this point as it is not good for her and her family nor mine. If you can get her to reach out to me, I will make sure we compensate her for her oil as requested.

Thank you for your time,

Co-Owner & Manager