Express Lube

Complaint: [redacted] I am rejecting this response because it is a blatant representation of the issue which does not accurately portray any of the communication or action performed by Express Lube in response to this issueThe exhaust leak was caused during the repair of the oil pan gasket once the mechanic had cut the **lts holding the exhaust together, and was not a pre-existing condition which was discovered by the mechanic, LupeThis was stated in at least two phone conversations with the mechanicA temporary repair was not performedA temporary repair would imply that the vehicle would be safe or legal to to operate until the damage could be completely repaired to restore the functionality prior to the damage caused on the vehicleThe "temporary repair" used included using small plastic zip ties to hold the exhaust in place, which can be seen in the attached image, and was not a suitable repair according to multiple third party certified Ford techniciansThis was acknowledged by the Express Lube mechanic that had reviewed the repairIeunice, who stated that the zip ties that were included in the repair had already melted and fallen offDue to the damage on the vehicle, exhaust was ventilating inside the vehicle which then required the windows to be open during any operation of the vehicleAdditionally, the catalytic converter and muffler of the exhaust system was completely bypassed due to the damage, resulting in the vehicle being very loudIn multiple phone conversations with Jerry and **, it was stated that cameras were used in the business to help review business operationsAdditionally, at least two other employees had witnessed the majority of the interaction between myself and the mechanicAlso, it was stated by [redacted] that all phone calls from Express Lube phones are recordedI was assured by [redacted] that each of these points would be reviewed as part of this complaint, however, as per **'s response only the mechanic and manager was asked if this had occurredMy primary concern was the damage caused to my vehicle which was directly stated by the mechanic to be caused during the repair, which resulted in my vehicle being left in an unsafe conditionMy secondary concern was the terrible customer service which resulted in the mechanic refusing to repair the damage causedThe resolution is complete as the damage caused to my vehicle was repaired at no charge though not at a third party as I requestedI am not requesting any further compensation, however, the response provided by the business is not an accurate reflection of the events which transpired, the communication between the business and myself, or the initial cause for this complaint Regards, [redacted] ***

[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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

My name is ** *** and my position within Express Lube is the Director of Fleet OperationsI spoke with Mr*** over the phone on 1-6-Mr*** brought his vehicle in to have the oil pan gasket at Express Lube Plus #**During the process of repairing the oil pan gasket, an exhaust leak was
discoveredThis leak was brought to Mr***’s attentionA temporary repair was performed until the correct parts could be ordered and installedFrom Mr***’s account, the mechanic was rude and vulgar in proceeding discussions concerning the repair of the exhaust leak on Mr***’s vehicleThe Director of Operations spoke with the mechanic and manager and they denied such claimMr***’s primary concern was the abysmal customer service he received from the mechanicMr***’s exhaust was repaired at another Express Lube Plus location, at no cost to Mr***The customer has stated that he will not use, no recommend Express Lube in the future and dosent want any type of compensation or resolution

Mrs*** in your response you asked an employee
"Do ya'll put in motors?" and the employee responded with "Yes
ma'am we do"Then you were quoted a price of $1,to perform the
serviceAs I read your statement it says that "you were never made aware
that Express Lube does not accept motors they don't order themselves." We
are an automotive shop that performs automotive repairsYou asked an employee
"Do ya'll put in motors" and the answer is yesThat what an
automotive repair business doesYou made a conscience choice to purchase you
own motor for your vehicleBy providing your own motor, we do not offer any
warranty on this purchased motor, due to not knowing the condition of the
motorWas the engine built according to the manufacturer specifications? The
company that built the motor should provide the warranty and not Express LubeExpress
Lube warranty covers that labor onlyYou called Express Lube and asked
"Do ya'll put in motors?", we do and thats what we didWe performed
the service that you requestedBecause there was a delay in the process, we
provided you with a rent-a-car which we ended up paying in full for youIn
your previous response to the Revdex.com you indicated that you are struggling to pay
your household bills and expect to be reimburse half the amount? Initially when
you called and asked if “Ya’ll put in motors” you were told yes and were quoted
$1,You were fine with this quote because you ended up bringing in your
vehicle for serviceExpress Lube went above and beyond to cover the FULL cost
of your rent-a-car at no expense to youIf you knew that cost of this service
and had no additional expense for the rent-a-car, why is it Express Lube’s
fault that you are struggling to pay your household bills? You knew the cost of
this service, so it would be assumed that you planned for this expense, since
you knew the price that you were quotedBottom line is we performed the service
that you requested and now you want to be reimbursed? The answer is no

Good morning, my name is *** *** (Director of Operations) and I handled this situation myself which was failed to mentionWhen she arrived at the store location and wanted to have her engine replaced, she refused to get an engine from Express lube and wanted to purchase her ownThe engine
that she ordered on her own, from the place of her choice took excessively long to deliver the engine to the locationThis caused a longer waiting period, which had nothing to do with Express Lube and everything to do with the company that she wanted to useWhen the engine arrived it was worked on and completedEven though the excessive waiting period had nothing to do with Express Lube, we offered to help with a rent-a-carWe explained that we would cover a family vehicle ($a day) to help her get around, while we waited for her engine to arrive and be installedWhen she went to pick up her rent-a-car she was told again that Express Lube was only covering a family vehicle ($a day) and she voluntarily upgraded to a larger vehicle, signed and agreed to cover the extra expensesWhen her vehicle was ready to picked up, she refused to pay and took offThe police were called for failure to payShe came back and eventually paid her billEven though we agreed to pay for the rent-a-car utilizing a family vehicle ($a day) and she upgraded to a larger vehicle which she knowingly sign an agreement with the rent-a-car company to pay for the extra expense, we went out of our way and took care of the whole entire bill for the rent-a-carExpress Lube performed her service in completion, gave her a discount and even took care of her whole bill for the rent-a-carExpress Lube went above and beyond to take care of this customer

Good morning,This is [redacted]) and would like to settle this complaint. There was an issue with an employee that was suspected of stealing items from your vehicle. Since then that employee was terminated. The District Manager tried to contact you, but was given the...

incorrect number by mistake. Moving forward please contact me at [redacted] and provide me with the reciepts of which you had your doors rekeyed so that I can reimburse you for the cost. My desire is to make this right. Here at Express Lube, we take theft claims very serious and our goal is to provide the most competent preventative maintenenance and automotive repairs avaliable. I will be expecting your responsce to rectify this issue. Thank you and have a Merry Christmas.

Complaint: [redacted]
I am rejecting this response because it is a blatant false representation of the issue which does not accurately portray any of the communication or action performed by Express Lube in response to this issue. 1. The exhaust leak was caused during the repair of the oil pan gasket once the mechanic had cut the **lts holding the exhaust together, and was not a pre-existing condition which was discovered by the mechanic, Lupe. This was stated in at least two phone conversations with the mechanic.2. A temporary repair was not performed. A temporary repair would imply that the vehicle would be safe or legal to to operate until the damage could be completely repaired to restore the functionality prior to the damage caused on the vehicle. The "temporary repair" used included using small plastic zip ties to hold the exhaust in place, which can be seen in the attached image, and was not a suitable repair according to multiple third party certified Ford technicians. This was acknowledged by the Express Lube mechanic that had reviewed the repair. Ieunice, who stated that the zip ties that were included in the repair had already melted and fallen off. Due to the damage on the vehicle, exhaust was ventilating inside the vehicle which then required the windows to be open during any operation of the vehicle. Additionally, the catalytic converter and muffler of the exhaust system was completely bypassed due to the damage, resulting in the vehicle being very loud.3. In multiple phone conversations with Jerry and **, it was stated that cameras were used in the business to help review business operations. Additionally, at least two other employees had witnessed the majority of the interaction between myself and the mechanic. Also, it was stated by ** that all phone calls from Express Lube phones are recorded. I was assured by ** that each of these points would be reviewed as part of this complaint, however, as per **'s response only the mechanic and manager was asked if this had occurred.4. My primary concern was the damage caused to my vehicle which was directly stated by the mechanic to be caused during the repair, which resulted in my vehicle being left in an unsafe condition. My secondary concern was the terrible customer service which resulted in the mechanic refusing to repair the damage caused.5. The resolution is complete as the damage caused to my vehicle was repaired at no charge though not at a third party as I requested. I am not requesting any further compensation, however, the response provided by the business is not an accurate reflection of the events which transpired, the communication between the business and myself, or the initial cause for this complaint.
Regards,
[redacted]

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: First [redacted] was the last person I had spoken with once this situation had already escalated and was never aware of the situation until after [redacted] was informed then after I had told her about the very unpleased experience with her district manger [redacted] she directed me to [redacted], but from his reply that really upsets me is that everything that [redacted] had responded to is false one I never was aware that they sold motors because when this whole situation was handed over to [redacted] he made me Mrs. [redacted] aware that they are not suppose to accepts motors they don't order themselves due to other manufacture reason which I was never informed due to again when I called I stated clearly "Do yall put in motors ?" and [redacted] " said yes ma'am we do" and I asked what is the quote to put in?" and that's when he quoted me the 1200 dollars and also got a estimate and not did it say nor he say they don't do outside motors or offer for me to reject. As the quote is attached that was given and no where did its say about rejecting the motor nor does it say on my final receipt. And the motor delivery had nothing to do with the time the truck was done again one they never ran a diagnostics test before touching motor and had 4 separate possibly more mechanics work on truck and could not figure out why truck was not starting after the had bought and replaced a new ECM due to them and had to re wire truck due to a possible pinch wire when motor was placed in then after a while and I had called to check states Express Lube Rep district manger [redacted] called to accuse us of having problems before truck was turned in and have text messages as well showing what [redacted] stated accusing us and treating us unfairly. And as for the rent a car it was never a big issue until it came down to the final pricing of the vehicle and didn't not want to be fair due to I though they had did out of courtesy due to they keep stating one thing after another on my vehicle. And enterprise [redacted]  or [redacted] and also when we went to look for vehicle in shertz due to they did not have a vehicle available Justin spoke with [redacted] Manager of the express lube where my truck was worked on had stated to the Rep to give what we needed to accommodate  our family. and then again towards towards the end of this nightmare im going to call it is when they had stated we HAD to pay the rental and not till I picked up my vehicle when they stated in the receipt it was going to be 30 a day. I have attach the express quote to show no motor was offered to nor I rejected, 2nd attachment shows when motor was delivered so no delay and 3rd is the final receipt and date when picked up, and 4th is final what motor was like when picked up same hose used which was suppose to be replaced due to that was the same that blew motor. As for the police I was very embarrassed and felt discriminated due to when the truck was picked up I went with my husband which [redacted] and the assistant manger a young lady were present and had given my husband keys so can test drive but he just was able to drive to his mothers due to staring acting up but I stayed at express lube with [redacted] and asst manger waiting for [redacted] to call with pricing due to he was ill and stated I as a customer that was only suppose to speak with him because all the mis- communication stated in a rude manner I was a liar and putting words in his mouth and had no respect for him and hung up...but was able to call cops and be on phone with manger while I was there and never left because I was there when the young Hispanic officer arrived and about 10 min later left .SO I never left building I stayed whole time and once officer left I paid the manager the 1200 check and when went to pick up old motor from shop my alternator on old motor was gone and called and [redacted] a employee there spoke with my husband said he saw two but did not know where other was but would look but still today have not received.But I can say this is the worst experience in any of mechanic work I have had done on my vehicles. But I can say [redacted] manager was very nice and [redacted] and [redacted] were very nice and helpful.    
Regards,
[redacted] [redacted]

November 11, 2014
To whom it may concern,We are in receipt of the Revdex.com complaint #[redacted] received today, 11/04/2014, dated for October 31, 2014. We had initial contact from this customer on September 29, 2014. After multiple attempts and voicemails we were not able to speak directly...

with the customer until October 16, 2014. Despite the customer not following our process to inform us to authorize repairs beforehand, we agreed to reimburse in light of all the circumstances a payment was sent Out On October 24th, 2014 to an incorrect address. A new check was issued on November 3rd, 2014 and mailed to the customer corrected address.Please let us know if you need any further information.Thank You, Valvoline Customer Care

Review: On 23 Sept. 2014 at 4:14 in the afternoon I had the oil changed on my 2011 [redacted]. I paid $115.18 and drove away thinking everything was fine. The very next day, I had a 9 am appointment in [redacted], MD. On the way back from [redacted] around noon, my oil and engine warning lights came on together with an audio alarm. I was on I-[redacted] near [redacted] during that time. The light went off again, and I left the freeway to safely stop. I managed to pull into [redacted]'s parking lot just as my warning lights and alarm came back on again, and my engine was making grinding noises. A quick check of my car showed me that oil was dripping out from underneath, and that I had virtually no oil left: more than 6 quarts of oil had leaked out within 20 hours! I placed a phone call to [redacted] and requested assistance including a tow truck since I could not drive anymore. I also phoned the nearest ** dealer, [redacted] in [redacted], since I had no idea what was wrong with my car and wanted a certified dealer to run diagnostics. I paid $16 for towing and arrived at the dealership at 1:24 on 24 Sept. ** changed replaced the oil and the filter only to discover that the oil filter housing had been damaged because it was overtightened. A part had to be ordered, and I needed a rental vehicle until Friday morning, which was kindly covered by **. I ended up paying $264.54 for the repairs, which does not include the many hours I spent solving this mess. I also had oil in my garage, which needed to be cleaned up. Today is the 13th of October, and this situation is still not resolved. I want a refund for the shoddy oil change and reimbursement of my expenses (i.e., towing and **'s repair fees). I was supposed to get a call from the regional manager last Thursday, but have not yet heard from him. Today is the 13th of October, and this situation is still not resolved.Desired Settlement: I want a refund for the shoddy oil change ($115.18) and reimbursement of my expenses (i.e., towing and **'s repair fees). The towing fee was $16 and the repair fee was $264.54.

Business

Response:

November 11, 2014To whom it may concern,We are in receipt of the Revdex.com complaint #[redacted] received today, 11/04/2014, dated for October 31, 2014. We had initial contact from this customer on September 29, 2014. After multiple attempts and voicemails we were not able to speak directly with the customer until October 16, 2014. Despite the customer not following our process to inform us to authorize repairs beforehand, we agreed to reimburse in light of all the circumstances a payment was sent Out On October 24th, 2014 to an incorrect address. A new check was issued on November 3rd, 2014 and mailed to the customer corrected address.Please let us know if you need any further information.Thank You, Valvoline Customer Care

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I went to Express Lube on the date of 10/22/13 for an oil change service. Due to my car being 10 years old I have been putting 10w-30 ([redacted] brand) oil due to it's mileage ever since my purchase of the vehicle. The day of my oil change with Express Lube I requested 10w-30 ([redacted] brand) instead of the manufacturer recommended weight of 5w-20 (non synthetic), which was fine with Express Lube. Several weeks later I notice a knocking noise coming from the top of the engine so I went to go get it checked by a local mechanic. He informed me it sounds like the lifters are going out and asked me what oil weight did I put in the car which I informed him was 10w-30 ([redacted] brand) which he replied "this is not 10w-30". He checked the oil and told me it was too thin for this car and told me it's probably not lubing the whole engine properly due to it's mileage. I looked at my previous receipt from Express Lube and come to find out they had put 5w-20 which is the recommended oil instead of the oil I specifically requested which was 10w-30 ([redacted] brand). I went immediately to Express Lube on the date of 11/26/13 and told the [redacted] of the situation and she called the [redacted] to let him know about the situation. I was told to file a complaint form and that he is willing to change the oil to the one I had requested 10w-30 ([redacted] brand) the 1st time in which I refused until he calls me. The [redacted] told me he will call me the day of or by the following day. I waited until today 12/2/13 and finally called at 11:51 a.m. and the [redacted] told me she would call him again and tell him to call me. 4:00 p.m. came and I decided to call again. He called me and I explained to him about the noise issue, what my mechanic told me and how when I looked at the receipt I noticed they didn't put the oil I had requested which was the 10w-30 ([redacted] brand). He informed me on my previous visit before my last that they put 5w20 also which I was unaware of and again asked for 10w30 ([redacted] brand) on my first visit also. basically told me the issue wasn't from the oil and that he is not going to do anything for me until I fix the knocking issue. I explained to him my mechanic told me that can happen from using the wrong oil for a long time and he still refused to fix this issue. I told him that his technicians didn't do what I requested regardless of what the manufacturer recommends and he said "we didn't put the incorrect oil in the car" and gave me a hard time when I told him that has nothing to do with your technicians not doing what I requested and paid money to do so. He said "you paid the same as everyone else" and I replied I didn't get what I paid for because of the fact my requested was not fulfilled nor was I verbally informed that they put the 5w-20. He told me "I will not do anything for you until you fix the knocking" and I replied "well are you going to give me 2 free oil changes due to the fact I went two times and they put the oil I didn't request" He replied "No, if you fix the issue I will change it one time for half price or something." and also told me "we don't know if you requested that and my technician is saying you didn't" in which I replied "how would you even know I didn't request that? So you're telling me you believe a employee who needs a job and would lie to keep it over a customer who pays for a service." that's when I decided to end the conversation and file a complaint.Desired Settlement: I want my car fixed by my mechanic of choice. And the right oil which I requested twice but didn't receive or reimbursement.

Business

Response:

HLS

To: Revdex.com

Complaint ID #: [redacted]

From: [redacted]

Date: 12/26/2013

Customer claims that he requested 10w-30, and was upset that we did not perform the oil change with this oil. Previous visits, we also installed 5w-20, because this is what the manufacturer requires for this vehicle. I apologized for the miscommunication. During the conversation [redacted]) questioned why he wanted to use a different oil viscosity, since each time he came to us in the past, we changed his oil with the factory recommended 5w20. He stated, “That his engine was experiencing valve drive noise coming from top sector of engine.” He felt that the higher viscosity oil would quiet and/or resolve his engine noise concerns. [redacted], explained that the “Viscosity was not a thickness concern, but rather a polymer supported base and would coincide with engine temperature requirements.” [redacted] also offered to meet with him atone of our automotive repair facilities at no cost to him, to complete a diagnostic review of this concern. His reply was no. Express Lube was not at fault for installing the proper engine oil based on the manufacturers requirements. [redacted] offered to personally be present at the next oil change. The customer said, “Thank you” and hung up.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I didn't ask for thicker oil because I had a clicking noise to begin with, the noise had started after my second visit, in which I didn't get the oil I requested He never offered to meet with me at a repair facility or meet with me period. He is lying, I asked him "so what do you plan on doing since y'all didn't give me the oil I requested?" And he said "nothing". Tell him to hand over the recorded phone conversation. I didn't even know they had put 5w-20 oil from my first visit until me and [redacted]s conversation that day and was shocked to find out that they had not been putting the oil I had been requesting from the first visit. Again my car had no noise whatsoever until my second visit. Me. [redacted] has very poor business practice and spoke to me as if not a customer of his concern and that's why it took him a week to call me back.

Regards,

Business

Response:

[redacted] once again, I want to apologize for any miscommunications that we may have had in your request for 10w30. In our previous conversation I did offer to meet with you at one of our Automotive facilities and inspect your vehicle having to do with internal noises. You said "you were not interested in meeting with me to inspect your vehicle." Once again I would like to offer the oppurtunity for you to have your vehicle inspected by one of our mechanics at one of our automotive facilities in order to determine your described engine noise. This inspection will be at no cost to you.

Please keep in mind that each Oil Change conducted on your vehicle by Express Lube was with the oil that the manufacturer recommends. Therefore the oil that we put in your engine was an appropriate viscosity and therefore, if there is any internal concerns it would leave me to believe that it had nothing to do with the type of oil. At this point we are only willing to offer the above resolution and feel that we have adequately complied with the manufacturers recommendations for oil type in your engine.

Review: I went in to get my oil changed with a coupon with $10 off. once vehicle was set to have services done, was advised by one of the on site mechanics that additional services were needed. including change of hand brake(was told that e-brake was not working and would roll when brake as applied), and break light switch. walked to local auto parts store to purchase switch, $8 value. was advised by mechanic that an additional $50 would be needed to install part. declined at that point. advise to continue with just oil change.

took my vehicle to another mechanic, to which he found that the break light switch negative wire had been tampered with. the purchase of witch and installation where not necessary. also, there is no issue with the emergency break on my vehicle.

I believe this person was knowingly over charging me for services that were not needed.Desired Settlement: I would like the refund of the oil change. Based on the actions of this employee. I refuse to do any business with this company, and will definitely spread the word. I know of a few people that this is happened to, and I hope this issue is taken care of.

Thank you

Business

Response:

I would like to investigate this complaint.

Is there any way to get the invoice number?

Express Lube

Call me if you have any questions,

I took my 2005 Jag to get an oil change at Express Lube on Prue Rd. After 25 minutes of waiting, the Manager Derrick comes in to apologize that it was taking a while. He told me that they had to get someone from the other location with a special tool to have the filter removed. After a while a technician comes in to show me the filter with a thread less screw attached to it which was not suppose to come off from the housing, as I learned $508.09 later when I had to get my car repaired by a mechanic. When I was shown this part, it was not explained to me exactly what it was, does or if it was suppose to come off nor did they tell me that it was damaged and should have it looked at by a mechanic. They put it back on and had me drive off with it being defective. I had gone in twice to see why my vehicle was leaking oil. The first time when I took it in was because the filter had come loose so they had to tighten it, Humm. The second time they did not want to mess with it anymore so I had no choice but to take it somewhere else. When I took it to a mechanic, they could not believe how careless Express Lube was to let me drive off with it being defective. I had to get a new housing and another oil change. I talked to the District Manager Randy S[redacted] and the Manager of Operations Eric G[redacted] to try to explain what happen but they cared less to hear any explanation. Mr. S[redacted] did not hear any explanation from me and Mr. G[redacted] disregarded everything I was trying to explain. To get out of responsibility Eric G[redacted] told me I signed a disclaimer (receipt) and according to his investigation, the part already came defective so they are not going to pay for anything. Unfortunately, I had no knowledge nor advised given that by signing my receipt, I was signing a disclaimer. Be aware before signing anything! It is in small print at the bottom and they will not let you know. Derrick and his crew took advantage of my unawareness in mechanic, knowing of their negligence they had me drive my vehicle with a defective part I had no idea of how unsafe it was. Luckily, my instincts told me not to drive my vehicle any longer until I get it fixed. It could have been tragic. It would have been kind of them if they had at least given me a refund ($67.15) and pay for the other oil change ($44.50) but Express Lube Co. does not care about the customer’s safety or do they care period! The Manager Derrick offered to pay out of his own pocket but I did not feel it was the right way to go about it.

Review: My was at towed to Kwik Kar lube & tune for service on 6/7/13. They worked on my Sat, Mon, and Tuesday with no results of why my car will not start. they tied replacing parts and that did not work. [redacted] the technician working on my car said to me that it could be the alarm system in my car and I said can't you disconnect it, he said no it has to come out, so he removed my alarm system and that didn't fix the problem. That was on Monday, Tuesday morning I called to fine out if that worked. [redacted] told me that his manager told him to stop working on my car because it was taking up too much of his time and for me to come and get my car. Wednesday I had my car towed down the street to another shop at the cast of $55 but, before it was towed I looked to see if the alarm system was installed back in, it was not, I [redacted] about he wanted me to pay for the reinstall of the alarm. My car was towed to [redacted] that day they had a answer to why my wouldn't start, it needed a new part that had to be ordered and my car was ready on 6/19/13 when I got in my car the windows didn't work and I asked them about it and they said the windows wasn't working when my car arrived from Kwik Kar. Now my alarm and none of my window work due to the guest work Kwik Kar preformed on my car. After complaining about my windows not working [redacted] the manager said they will reinstall my alarm but not fix the window problem and he wouldn't let me talk to the owner. they reinstalled the alarm system, but it doesn't work. There are cut wires on the system and cable that was cut and it just hanging, they just did any thing to get me out of there, they just didn't care after they got my $165.00. [redacted] think that we broke even on the deal because of the time they spent trying to fix my car. They got my money and I got my car back with no alarm and my windows not working and that fair.Desired Settlement: I want Kwik Kar to Pay for the replacement of my alarm system and the repair of the windows and towing charges to [redacted]

Business

Response:

We are deeply concerned that Mr. [redacted] is not satisfied with the work performed. At this time, we will gladly refund him the $165.00 he was charged for labor to troubleshoot the no start condition with his vehicle.

After interviewing all employees involved in this transaction, we determined that conversations between Mr. [redacted] and our employees varied slightly from the original complaint. The technician, Mike informed Mr. [redacted] that it was possible that the alarm system could be causing the no start condition. After closer inspection, alarm system was deemed none functional due to broken wiring under dash and missing alarm components. When asked if the alarm was ever functional, customer stated that he does not use the alarm. At that point it was recommended that the alarm system be removed to eliminate any possible interference with starting the vehicle. The alarm system according to our technicians was not functioning prior to our service. Furthermore, after the vehicle was towed in, my assistant manager [redacted] with the help of three other employees moved the vehicle from the parking lot into the shop and at that time noticed that the windows were not working properly and informed the other technicians that the windows were malfunctioning in the event that they would have to get in vehicle to move it. The service we provided did not in anyway have anything to do with the window circuits or mechanical regulators. As a customer service gesture, we are inclined to as stated above, fully refund the amount he was charged, but do not feel responsible for an alarm system that clearly was not operational and windows that were malfunctioning prior to any service. If necessary, being that we do not specialize in vehicle alarm systems, we would like the opportunity to take alarm system and vehicle to an alarm specialist for inspection to verify the integrity of the unit and likewise use a third party auto repair shop to diagnose the window problems. Please let us know.

Thank you for the opportunity of this forum.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: On December 5th I went in to Express Lube to get my oil changed as I have many times to the Stone Oak Location. As returning to my vehicle and leaving I was approached by the technician and he was very nice like always. I have never noticed anything missing out of my car before. It wasn't till the next morning when I got into my car I noticed that money I had stolen from me along with the keys for my house and mail box. I immediately contacted Express Lube and spoke with the manager there. This was on December 6th. He said he would report the incident to the District Manager and they would get back to me the follow week. I totally understood this as I was calling on a Saturday. I waited and waited and waited. On December 10th I called the main office of Express Lube in Schertz Texas and spoke to the receptionist there and told her my story. She said she would have a district manager call me shortly. Here it is December 16th with no phone call or email. Between the money they stole, the cost of re keying locks and the oil change I am out over $400!!Desired Settlement: For Express Lube to refund me my oil change, time I have spent re keying my personal house, money stolen from my car!! It will take a lot for me to use them again in the future. I have used the same Express Lube for the last 4 and half years and nothing like this has happened to me.

Business

Response:

Good morning,This is [redacted]) and would like to settle this complaint. There was an issue with an employee that was suspected of stealing items from your vehicle. Since then that employee was terminated. The District Manager tried to contact you, but was given the incorrect number by mistake. Moving forward please contact me at [redacted] and provide me with the reciepts of which you had your doors rekeyed so that I can reimburse you for the cost. My desire is to make this right. Here at Express Lube, we take theft claims very serious and our goal is to provide the most competent preventative maintenenance and automotive repairs avaliable. I will be expecting your responsce to rectify this issue. Thank you and have a Merry Christmas.

Review: I called to get estimate to putting in a motor into my 2004 Chevy avalanche in September due to my motor was blown, and a hose was broken off. I had spoken with a gentlemen by the name of [redacted] which he stated he was the manager of this shop and quotes me a 1200 charge for full service of in putting motor into vehicle plus if any other extras where need to be done he will first contact myself or my husband [redacted] and GUARENTEE me it will only be a 3 day job. So as the day went on I went ahead and contacted [redacted] back and stated that I when will I be able to tow vehicle to shop due to I was having motor delivered from another company and stated I could take it in on a Friday 8/22 due to my motor will be shipped and delivered on that day. On that day I had the truck towed from 1410 w bridge to express lube on walnut that afternoon around lunch time and when I called about 1hr 1/2 later to see if the motor had gotten there [redacted] had stated it did 30 min after I had the 04 avalanche towed there and stated that "I will have my mechanic brake down so Monday can get started on it" and I said ok then we can say that Monday will be day one and it should be finished by Wednesday , if Thursday the latest and he said yes ma'am...Then Wednesday came around I called and said they we not done due to mechanic had to be out but Thursday [redacted] stated he would have his mechanic work on it all day , well I waited till Thursday afternoon to call when I got out of work at 5 pm and to check the states of truck and [redacted] stated they have not been able to start on it due to mechanic had personal issues and had to be out which I said I understand things do happen but does leave me out a vehicle and the other manager [redacted] was going to talk with district manger [redacted] so Friday they had told my husband to go to enterprise with [redacted] or [redacted] the managers there and to get a vehicle did not give a price not type which I did make aware I needed a vehicle that I had there in shop was a truck due to it fits my family and able to haul what was needed so they provided a truck then as time went by and motor was put in more problems started coming with vehicle and when spoke with district manger will twice he had given me attitude and acted as if he was a child and was very rude over the phone not just once put twice and then almost after 1 month and 1 week later and after speaking with the co - owner [redacted] all that was stated was that they gave me a vehicle to get me through while my truck was in the shop and I had told them I look it as a courtesy due to they guaranteed me a 3day job that turned into a 1month and 1 week nightmare due to from the start off of the motor to the ECM to wiring to at the end of it all was stating I had transmission problems and when I talk to the district manager [redacted] when I went to pick up the truck and asked for pricing he originally stated 1500 and made a big deal due to he was out sick but I only was contacting him due to all the confusion and mis- communication in this whole deal he wanted me to just speak with him only so after discussing all he was again rude hung up and just made the manger [redacted] keep me there with pricing and finally Settle for 1200 the original price even though [redacted] originally said after the 3 day if it wasn't done he would discount , but even with all this said a lot else happen I believe I was not treated fairly even with the poor work that was done and all the hassle and still have to get work done to vehicle when it could of all been done the right way by diagnosing truck first and then going from there instead of 4 mechanic later and a rude district manager. But to conclude not everything was said in this story due to more I can explain and finish , Again appreciate your time and help . Thank youDesired Settlement: Treated on a fair level and even though provided me transportation for the weeks I was out a vehicle on a guaranteed 3 day job and all they could think about was the 1200 bill for the rental instead of the sloppy job and stress it caused me also took away from my family to struggle to pay for my household bills , I would expect to meet half way with the price I paid like I told the district manger [redacted] and co owner [redacted] I'm not trying to get the best of both worlds but to be treated fairly and to look at the pictures of the job that was done and would they have paid 1200 for the job and have stress issues on after getting it back figuring out a way to fix the truck.SO I am looking into getting my money back so it can help me with my finances I am behind. Thank you

Business

Response:

Good morning, my name is [redacted] (Director of Operations) and I handled this situation myself which was failed to mention. When she arrived at the store location and wanted to have her engine replaced, she refused to get an engine from Express lube and wanted to purchase her own. The engine that she ordered on her own, from the place of her choice took excessively long to deliver the engine to the location. This caused a longer waiting period, which had nothing to do with Express Lube and everything to do with the company that she wanted to use. When the engine arrived it was worked on and completed. Even though the excessive waiting period had nothing to do with Express Lube, we offered to help with a rent-a-car. We explained that we would cover a family vehicle ($30 a day) to help her get around, while we waited for her engine to arrive and be installed. When she went to pick up her rent-a-car she was told again that Express Lube was only covering a family vehicle ($30 a day) and she voluntarily upgraded to a larger vehicle, signed and agreed to cover the extra expenses. When her vehicle was ready to picked up, she refused to pay and took off. The police were called for failure to pay. She came back and eventually paid her bill. Even though we agreed to pay for the rent-a-car utilizing a family vehicle ($30 a day) and she upgraded to a larger vehicle which she knowingly sign an agreement with the rent-a-car company to pay for the extra expense, we went out of our way and took care of the whole entire bill for the rent-a-car. Express Lube performed her service in completion, gave her a discount and even took care of her whole bill for the rent-a-car. Express Lube went above and beyond to take care of this customer.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: First [redacted] was the last person I had spoken with once this situation had already escalated and was never aware of the situation until after [redacted] was informed then after I had told her about the very unpleased experience with her district manger [redacted] she directed me to [redacted], but from his reply that really upsets me is that everything that [redacted] had responded to is false one I never was aware that they sold motors because when this whole situation was handed over to [redacted] he made me Mrs. [redacted] aware that they are not suppose to accepts motors they don't order themselves due to other manufacture reason which I was never informed due to again when I called I stated clearly "Do yall put in motors ?" and [redacted] " said yes ma'am we do" and I asked what is the quote to put in?" and that's when he quoted me the 1200 dollars and also got a estimate and not did it say nor he say they don't do outside motors or offer for me to reject. As the quote is attached that was given and no where did its say about rejecting the motor nor does it say on my final receipt. And the motor delivery had nothing to do with the time the truck was done again one they never ran a diagnostics test before touching motor and had 4 separate possibly more mechanics work on truck and could not figure out why truck was not starting after the had bought and replaced a new ECM due to them and had to re wire truck due to a possible pinch wire when motor was placed in then after a while and I had called to check states Express Lube Rep district manger [redacted] called to accuse us of having problems before truck was turned in and have text messages as well showing what [redacted] stated accusing us and treating us unfairly. And as for the rent a car it was never a big issue until it came down to the final pricing of the vehicle and didn't not want to be fair due to I though they had did out of courtesy due to they keep stating one thing after another on my vehicle. And enterprise [redacted] or [redacted] and also when we went to look for vehicle in shertz due to they did not have a vehicle available Justin spoke with [redacted] Manager of the express lube where my truck was worked on had stated to the Rep to give what we needed to accommodate our family. and then again towards towards the end of this nightmare im going to call it is when they had stated we HAD to pay the rental and not till I picked up my vehicle when they stated in the receipt it was going to be 30 a day. I have attach the express quote to show no motor was offered to nor I rejected, 2nd attachment shows when motor was delivered so no delay and 3rd is the final receipt and date when picked up, and 4th is final what motor was like when picked up same hose used which was suppose to be replaced due to that was the same that blew motor. As for the police I was very embarrassed and felt discriminated due to when the truck was picked up I went with my husband which [redacted] and the assistant manger a young lady were present and had given my husband keys so can test drive but he just was able to drive to his mothers due to staring acting up but I stayed at express lube with [redacted] and asst manger waiting for [redacted] to call with pricing due to he was ill and stated I as a customer that was only suppose to speak with him because all the mis- communication stated in a rude manner I was a liar and putting words in his mouth and had no respect for him and hung up...but was able to call cops and be on phone with manger while I was there and never left because I was there when the young Hispanic officer arrived and about 10 min later left .SO I never left building I stayed whole time and once officer left I paid the manager the 1200 check and when went to pick up old motor from shop my alternator on old motor was gone and called and [redacted] a employee there spoke with my husband said he saw two but did not know where other was but would look but still today have not received.But I can say this is the worst experience in any of mechanic work I have had done on my vehicles. But I can say [redacted] manager was very nice and [redacted] and [redacted] were very nice and helpful.

Regards,

Business

Response:

Mrs. [redacted] in your response you asked an employee

"Do ya'll put in motors?" and the employee responded with "Yes

ma'am we do". Then you were quoted a price of $1,200 to perform the

service. As I read your statement it says that "you were never made aware

that Express Lube does not accept motors they don't order themselves." We

are an automotive shop that performs automotive repairs. You asked an employee

"Do ya'll put in motors" and the answer is yes. That what an

automotive repair business does. You made a conscience choice to purchase you

own motor for your vehicle. By providing your own motor, we do not offer any

warranty on this purchased motor, due to not knowing the condition of the

motor. Was the engine built according to the manufacturer specifications? The

company that built the motor should provide the warranty and not Express Lube. Express

Lube warranty covers that labor only. You called Express Lube and asked

"Do ya'll put in motors?", we do and thats what we did. We performed

the service that you requested. Because there was a delay in the process, we

provided you with a rent-a-car which we ended up paying in full for you. In

your previous response to the Revdex.com you indicated that you are struggling to pay

your household bills and expect to be reimburse half the amount? Initially when

you called and asked if “Ya’ll put in motors” you were told yes and were quoted

$1,200. You were fine with this quote because you ended up bringing in your

vehicle for service. Express Lube went above and beyond to cover the FULL cost

of your rent-a-car at no expense to you. If you knew that cost of this service

and had no additional expense for the rent-a-car, why is it Express Lube’s

fault that you are struggling to pay your household bills? You knew the cost of

this service, so it would be assumed that you planned for this expense, since

you knew the price that you were quoted. Bottom line is we performed the service

that you requested and now you want to be reimbursed? The answer is no.

Review: I was not asked if I wanted to pay for the higher price for the oil change. I have never paid $50.00 for an oil change.Desired Settlement: I want to be refunded for the difference of what I usually pay for my oil changes.

Business

Response:

Good morning, I would really love to look into this matter. Is there any way for the customer to provide me with an invoice number?

Thank you and have a Happy New Year!

###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. When I receive my refund for the difference of what I paid I will inform you. I spoke with [redacted] from Express Lube and he said he would mail it to me out on Monday, December 30th. I thank you for your time in this matter.

Regards,

Review: I'm a very unhappy customer. I went to my local Express lube in New Braunels Texas #[redacted] for a State Inspection. Usually I go to the [redacted] dealership but I did not have time. When it was time to inspect my car they tried to push an oil change on me saying I'd get a free inspection. As they were doing the inspection another man come out and wanted to change my cabin filter. I wouldn't let him. As I was talking to the man about the cabin filter the inspection calls me over and said my windshield wiper was torn. He showed it to me so I said ok I'll buy the wipers. I was told they were $19.99. When I went to pay my bill I was told they were $24.99. When I got home my husband inspected the old wipers and said it's been torn. You can see it's a fresh tear not even dirty on the rubber. He also found grease all over my car and part of the old sticker left all over the floor. I feel they saw a woman and tried to take advantage of me. My simple $14.50 state inspection turned into $63.19. My husband is very meticulous about the car and inspects it all the time. He knows there was nothing wrong with the wipersDesired Settlement: I'd like to get a refund on the wipers

Consumer

Response:

Express Lube just called and has made an effort to resolve the issue. They are sending me a check for the wiper blades.

Review: I recently took my 1988 ford f-150 for an inspection sticker at express lube on 5/14/13. only to have my pick up not drivable out of their bay area. on further inspection of my truck noticed shift stick had been broken. to begin w/ technician at express lube wanted me to drive vehicle out of their bay which sounded odd so got in truck and immediately notice stick shift wuz broken and not drivable . I then spoke to there manager he basically told me they did nothing to the vehicle so I told him, the truck passed inspection and now its not drivable out of your bay and what wuz the reason they wanted me to drive the vehicle out of their bay. I also informed the manager of express lube that I have had 2 other vehicles serviced here and not once have I ever been told to drive vehicle out of their bay.the district manager had vehicle towed to express lube location #1 where he said they have a transmission tech. Tech said he examined truck said it wuz ware and tare .dont know how he came to that conclusion. explain to him just had new boot and pins installed.less than 5 month ago .and the part their tech. is informing is worn doesn't even exist in my truck. but they where very quick in giving me a price to fix it.so I had truck towed to [redacted] (mechanic shop) wuz informed by mechanic shift stick wuz broken and had to pry shifter out of 3rd gear and also has to remove transmission from truck to get broken particles out transmission or will cause further damage.Desired Settlement: reimbursement of damages done to vehicle by express lube technician totaling $550.00 this is including 2 towing fees and transmission repairs

Business

Response:

Mr. [redacted] brought his 88 Ford F-150 to us for an annual vehicle safety inspection. The inspector said he noticed the shifter was lose when he got in the vehicle but relied it was an old vehicle and figure there was extra play in the shifter because of its age which is a common issue. After the inspection was complete the customer got in the vehicle to drive it out of our bay which is not uncommon, told the Manager on duty that the slop wasn’t there when he brought it in. The District Manager was eventually called and told the customer we could have the mechanic at one of our repair shops to look at it for free. He explained to Mr. [redacted] that if it was determined that the problem was unrelated to our service he would have to pay for the tow. Upon inspection by the technician on duty it was determined that the shifter stub was not engaging the linkage due to wear. Mr. [redacted] commented that he had just had work done on the transmission shifter and that couldn’t be the problem. I explained this to Mr. [redacted] and told him he’d be responsible for the tow as previously agreed. He disagreed with diagnosis but I told him I stood behind the diagnosis. I also informed him that if his other mechanic had a different diagnosis to call me and I would look into it further. To resolve this I will need to see the vehicle, the old parts, copies of the estimate and explanation from the current mechanic that made the diagnosis. I will await a call from Mr. [redacted].