E-Z Lube

EZ lube has been in buisness for over yearsWe have made some mistakes and honored every one that is our fault and followed the warranty stepsWe respect every customerThe car the customer brought us to service he brought his own oil and FILTER in and used two different grades of oil ( which could have caused the problem) and would not buy an additional qt of oil when he brought in the wrong amountWe have vidio cameras and I have watchetd this oil change with and without the customerIn my opinion the top of the filter housing is not missingThis is what the customer is reffering toThe customer brought the car to a mechinc without informing our shop of any repairsThis is not part of our warranty and the warranty specfically states this If the problem happened right after the oil change why wouldnt he contact EZ lubeIn yrs everyone else does that has a proiblem? His mechinc replaced the filter that he brought into our shopI dont know if this filter was defective or what everDoes the customer? He replaced it with a [redacted] filterIn good faith I offereed the customer a refund of the oil capSince I cant prove it one way or another if it was there when car came in The customer cant prove it either way eitherThis is why we have warranty instructios so that customers cant just get their car fixed when its clearly not EZ lube fault and give us a bill for the repairsEvery customer always things they are right as does every shop owner when their is a dispute In this case if the customer folowed the warranty proceedure neith of us would be in this siturationThe customere says we dilberated made this mistakeWhat benifit does it do usIts a ridiculas claim tomake To help out this first time customer but in no way admitting any fault or blame Iam willing to pay 100.00towards his repairs This is a good will gestureI thank the customer for his complaint and hoping this one time offer will be accepted to end our problem

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

My Name is *** ***I am the owner of the EZ lube in Revere that you visted on 7/15/I have owned it for yearsI hate to hear about things like this My guys are not trained to answer or respond like that on the phone There is always a manager on dutyI would have
loved to have known who answered the phone Iam very sorry to hear about your problemYour problem after a quick review with manager on duty and and the tech that changed your oil was a loose oil filter gasket Your filter is a canister type and there is a gasket under the cap that can get tricky to see if there is an oil leakOur mistake not yoursWE failed you and that all there is to itWe fixed the problem by tighten the filter and gasketWe cleaned the area where it was leaking and this might be the little oil you saw leaking It should be all gone knowI would recommend that you call me *** and we can work out a time where I can see the car and give you a free oil change next time you come in Thank you for bringing your problem to my attention

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards, [redacted]

EZ lube has been in buisness for over 25 years. We have made some mistakes and honored every one that is our fault and followed the warranty steps. We respect every customer. The car the customer brought us to service  he brought his own oil and FILTER in and used two different grades of oil (...

which could have caused the problem) and would not buy an additional qt of oil when he brought in the wrong amount. We have vidio cameras and I have watchetd this oil change with and without the customer. In my opinion the top of the filter housing is not missing. This is what the customer is reffering to. The customer brought the car to a mechinc without informing our shop of any repairs. This is not part of our warranty and the warranty specfically states this.  If the problem happened right after the oil change why wouldnt he contact EZ lube. In 30 yrs everyone else does that has a proiblem? His mechinc replaced the filter that he brought into our shop. I dont know if this filter was defective or what ever. Does the customer? He replaced it with a [redacted] filter. In good faith I offereed the customer a refund of the oil cap. Since I cant prove it one way or another if it was there when car came in.  The customer cant prove it either way either. This is why we have warranty instructios so that customers cant just get their car fixed when its clearly not EZ lube fault and give us a bill for the repairs. Every customer always things they are right as does every shop owner when their is a dispute.  In this case if the customer folowed the warranty proceedure neith of us would be in this situration. The customere says we dilberated made this mistake.. What benifit does it do us. Its a ridiculas claim tomake.  To help out this first time customer but in no way admitting any fault or blame Iam willing to pay 100.00towards his repairs.  This is a good will gesture. I thank the customer for his complaint and hoping this one time offer will be accepted to end our problem.

Review: I went to get a oil change at ex lube in [redacted] the cost I was expecting to pay was less than $40.00. While waiting for my car the guy came and said when checking the drivers rear tire, the guy accidentally broke off the valve stem but said he put a cap on it. I said are you serious he said they had recalls on those parts. I said what am I supposed to do? He said their was nothing they could do. I had my senior citizen parents stranded at **'s waiting down the street. The only way for me to make it home 20 plus miles away was to go to [redacted] and pay $132.86 additional cost out of pocket to fix a valve stem they broke.Desired Settlement: I would like to be reimbursed the amount of $132.86 I had to pay to get a valve stem replaced that was broken by worker negligence at ez lube.

Business

Response:

The tire stem in question broke due to the fact that the aluminum was corroded and left the tire stem weakend at the base of the stem. WE routinely check tire pressure in customers cars as part of our service. This is a common problem with this year and make of car and if one is due a search on the internet they will find the same. Here is a link to the one I visted http://www.arfc.org/complaints/2008/[redacted]/tires/problem.aspx which would more than support my side of the problem in question. I am very sorry for the problem and glad that it was fixed but feel that if the consumer complained to the Manufacturer the problem would have been fixed free of charge. Problems arise in business from time to time and are sometimes easy to point a finger at the last person that touched is reponsbile for it but in a case like this where the stem is clearly a problem for this car and proof of others with the same problem and the dealers willingness to replace the stems free of charge. And the stem had clear evidence of this corrorsion being present. EZ is not responsobile for this type of complaint. AS a gesture of good will EZ lube will send MR [redacted] a free oil change good at Ezlube.