The bottom line is that we are most assuredly an honest shop with integrity. We are being honest and the facts are the facts The customer first contacted us about the leak on the morning of 7/17/at that time she informed us that the vehicle was leaking we told her to bring the vehicle in for us to figure it out and we would take care of it for her if it was related to anything we did. The customer waited till the following day to bring it to our shop miles later since we did the service. The vehicle lost a total of 3/of ONE quart of oil. There was no reason to tow the vehicle and for the record it was DRIVEN into our shop on Tuesday 7/18/17. If the customer was worried about driving the vehicle why did it go miles before coming into our shop for the repair. Why did the vehicle not come in on Monday 7/17 after speaking with us. The customer initial visit she was happy with the service she even got a Midas Credit Card. Her not purchasing the tires has absolutely no bearing on how we interact with our customers. Because she was pregnant we were concerned for her safety which is why we recommended the tiresWe inspect vehicles and inform customers of their issues for our protection as well as theirs. Where they choose to spend their money is up to them. We did not make a mistake and most certainly are not being "aggressive" about anything she chose not to purchase. The fact remains a part failed we honored our part of the work and replaced the lost oil and defective seal. The customer was offered every opportunity to fix this issue and we did! I see no reason we should be responsible for a tow when she clearly drove the vehicle into our shop for the repair and also drove miles. We did EVERYTHING we could to make this situation better and resolve this including the free oil change she accepted we fixed the issue and apologized multiple times so where we treated her rudely we are unclear. The money lost for the tow that was NOT needed how can we honestly be held liable for this. This was a choice made by the customer and why not have it towed to our shop for us to repair it for her since she lives close to our shop instead of towing it to her home?? We have drop off service for when the shop is closed
Customer came into our location on 7/14/for an oil change//work was completed along with a courtesy inspection. Customer had a very unsafe tire to drive on as well as a few other issues with the vehicle. Customer was informed of these issues and declined on the repairs at this
time. On Monday 7/17/I received a phone call from the customer stating her car was "out" of oil. She stated she had seen it smoking while driving and went to *** to have it checked. She stated *** told her it was barley reading on the dipstick. I explained to her that she could bring the vehicle in and we would be glad to see what was going on. The customer then sent in the first complaint to corporate. This was on Monday 7/17/17. A follow up complaint was filed with corporate on 7/18/On Tuesday 7/18/the customer drove the vehicle into our shop (which we have security camera footage to prove this) we inspected the vehicle upon her arrival. The technician found that the oil filter housing cap seal was defective. This defective seal was the source of the leakThe mileage was recorded and there had been miles driven since we preformed the oil change for her. The mileage on 7/14/was the mileage on 7/18/17 was 101689. The vehicle was 3/of one quart low in total the vehicle holds quarts. We replaced the defective seal as well as brought oil level back to manufacture specifications. We cleaned off the oil from the leak. We also gave the customer a free oil change coupon to our store and apologized multiple times. There was never a mention of a tow bill or a reimbursement for a tow at anytime during her visit on Tuesday 7/18/or at any other time before it showed up in a corporate filed complaint on Thursday 7/20/two days after we repaired the defective seal. The tow was only mentioned after she had us fix the problem in another complaint she filed on Thursday 7/20/this was the first we had heard about this "tow" she had. In the complaints to corporate there is conflicting information documented by the corporate rep that spoke with her. She stated she had vehicle towed in one comment and in another comment she stated she dropped the vehicle off. To our knowledge the vehicle was NEVER towed and this is the basis of her complaintThe customer has never provided any documentation of the vehicle being towed!!! Also a free oil change coupon was accepted by her on Tuesday 7/17/
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
I am not going back and fourth with such rude people who are not understanding. You keep repeating your self over the tires that I had fixed by someone else the day of the oil change. The miles on the vehicle was put on from spring Tx to sugar land to and from on 7/14(as I repeat) after the oil change! 7/15 the car was parked all day at my home ----7/16 I drove 30 miles towards sugar land once again for church & was (flagged down due to smoke) say the bad leaking, got it towed, I was pregnant and afraid to drive it on the hwy all the way back) The day I call you to complain about the towing and the leak(Monday7/17) I explained I was afraid to drive it & had it towed to my home) I was told by you to tow it again but to you(another fee I'd have to pay) or drive it. So I called corporate..same day.. I tried to give them all day to respond and they didn't.(reason for it not being dropped of Monday7/17) I had no choice but to slowly drive my vehicle up there because the following day due to no response from corporate7/17 & 7/18...knowing I had a doctors appointment(also in sugar land) for 7/19 I needed something done (I shouldn't have to declose all this information). Bottom line you are rude and not working with me to at least return my oil change or towing fee not even a apology. You explain that if I'd get my tires done you take me to & from where I needed to go yet when I call to let you know my vehicle was parked and leaking 7/17 you couldn't do anything for me? It was all about those dang tires!!!! I was on the high way with a smoking & leaking vehicle that before the oil change didnt have that issue. Stop talking about the tires it was fixed 7/14 someplace else that's how I drove it to sugar land back & forth. Address the fact that the second attempt to drive my vehicle is when I was flagged down on the highway about my car(on a Sunday7/16) I have no family near by(the reason I travel to sugar land & have miles on my car) STOP BEING RUDE! you know what you caused me to go through with this vehicle (pregnant) and not once have you took ownership of your mistake or at least act like you cared!
[Provide details of why you are not satisfied with this resolution.]
Regards,
The bottom line is that we are most assuredly an honest shop with integrity. We are being honest and the facts are the facts The customer first contacted us about the leak on the morning of 7/17/at that time she informed us that the vehicle was leaking we told her to bring the vehicle in for us to figure it out and we would take care of it for her if it was related to anything we did. The customer waited till the following day to bring it to our shop miles later since we did the service. The vehicle lost a total of 3/of ONE quart of oil. There was no reason to tow the vehicle and for the record it was DRIVEN into our shop on Tuesday 7/18/17. If the customer was worried about driving the vehicle why did it go miles before coming into our shop for the repair. Why did the vehicle not come in on Monday 7/17 after speaking with us. The customer initial visit she was happy with the service she even got a Midas Credit Card. Her not purchasing the tires has absolutely no bearing on how we interact with our customers. Because she was pregnant we were concerned for her safety which is why we recommended the tiresWe inspect vehicles and inform customers of their issues for our protection as well as theirs. Where they choose to spend their money is up to them. We did not make a mistake and most certainly are not being "aggressive" about anything she chose not to purchase. The fact remains a part failed we honored our part of the work and replaced the lost oil and defective seal. The customer was offered every opportunity to fix this issue and we did! I see no reason we should be responsible for a tow when she clearly drove the vehicle into our shop for the repair and also drove miles. We did EVERYTHING we could to make this situation better and resolve this including the free oil change she accepted we fixed the issue and apologized multiple times so where we treated her rudely we are unclear. The money lost for the tow that was NOT needed how can we honestly be held liable for this. This was a choice made by the customer and why not have it towed to our shop for us to repair it for her since she lives close to our shop instead of towing it to her home?? We have drop off service for when the shop is closed
Customer came into our location on 7/14/for an oil change//work was completed along with a courtesy inspection. Customer had a very unsafe tire to drive on as well as a few other issues with the vehicle. Customer was informed of these issues and declined on the repairs at this
time. On Monday 7/17/I received a phone call from the customer stating her car was "out" of oil. She stated she had seen it smoking while driving and went to *** to have it checked. She stated *** told her it was barley reading on the dipstick. I explained to her that she could bring the vehicle in and we would be glad to see what was going on. The customer then sent in the first complaint to corporate. This was on Monday 7/17/17. A follow up complaint was filed with corporate on 7/18/On Tuesday 7/18/the customer drove the vehicle into our shop (which we have security camera footage to prove this) we inspected the vehicle upon her arrival. The technician found that the oil filter housing cap seal was defective. This defective seal was the source of the leakThe mileage was recorded and there had been miles driven since we preformed the oil change for her. The mileage on 7/14/was the mileage on 7/18/17 was 101689. The vehicle was 3/of one quart low in total the vehicle holds quarts. We replaced the defective seal as well as brought oil level back to manufacture specifications. We cleaned off the oil from the leak. We also gave the customer a free oil change coupon to our store and apologized multiple times. There was never a mention of a tow bill or a reimbursement for a tow at anytime during her visit on Tuesday 7/18/or at any other time before it showed up in a corporate filed complaint on Thursday 7/20/two days after we repaired the defective seal. The tow was only mentioned after she had us fix the problem in another complaint she filed on Thursday 7/20/this was the first we had heard about this "tow" she had. In the complaints to corporate there is conflicting information documented by the corporate rep that spoke with her. She stated she had vehicle towed in one comment and in another comment she stated she dropped the vehicle off. To our knowledge the vehicle was NEVER towed and this is the basis of her complaintThe customer has never provided any documentation of the vehicle being towed!!! Also a free oil change coupon was accepted by her on Tuesday 7/17/
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
I am not going back and fourth with such rude people who are not understanding. You keep repeating your self over the tires that I had fixed by someone else the day of the oil change. The miles on the vehicle was put on from spring Tx to sugar land to and from on 7/14(as I repeat) after the oil change! 7/15 the car was parked all day at my home ----7/16 I drove 30 miles towards sugar land once again for church & was (flagged down due to smoke) say the bad leaking, got it towed, I was pregnant and afraid to drive it on the hwy all the way back) The day I call you to complain about the towing and the leak(Monday7/17) I explained I was afraid to drive it & had it towed to my home) I was told by you to tow it again but to you(another fee I'd have to pay) or drive it. So I called corporate..same day.. I tried to give them all day to respond and they didn't.(reason for it not being dropped of Monday7/17) I had no choice but to slowly drive my vehicle up there because the following day due to no response from corporate7/17 & 7/18...knowing I had a doctors appointment(also in sugar land) for 7/19 I needed something done (I shouldn't have to declose all this information). Bottom line you are rude and not working with me to at least return my oil change or towing fee not even a apology. You explain that if I'd get my tires done you take me to & from where I needed to go yet when I call to let you know my vehicle was parked and leaking 7/17 you couldn't do anything for me? It was all about those dang tires!!!! I was on the high way with a smoking & leaking vehicle that before the oil change didnt have that issue. Stop talking about the tires it was fixed 7/14 someplace else that's how I drove it to sugar land back & forth. Address the fact that the second attempt to drive my vehicle is when I was flagged down on the highway about my car(on a Sunday7/16) I have no family near by(the reason I travel to sugar land & have miles on my car) STOP BEING RUDE! you know what you caused me to go through with this vehicle (pregnant) and not once have you took ownership of your mistake or at least act like you cared!
[Provide details of why you are not satisfied with this resolution.]
Regards,