Express Lube

Review: I took my [redacted] to Express Lube [redacted] this past Saturday to renew my inspection sticker and have my oil changed. I was told that my vehicle was 6000 miles over the last oil change and the oil used had built up because it does not hold up after 3000 miles. I told the technician that my owner's guide specifies to only change the oil when the indicator light goes off because it calculates based on my driving habits. The technician asked me what kind of oil the owner's guide says to use and when I showed him he told me that type of oil won't hold up past 3000 miles. He showed me the two types of oil they offered that would hold up for that long and also said I would need to have my oil system flushed because of the build-up from the last oil used (the oil recommended in my owner's guide). I called a technician at the [redacted] dealership and they told me that I was lied to and that I needed to use what was recommended in the owner's guide and that I didn't need the oil system flush. I know I don't know much about vehicles but I don't appreciate being lied to and having work done and products used on my vehicle that may cause further damage. I was charged a total of $101.31 for an inspection sticker, oil change, and oil system flush. I would appreciate a refund of the cost of the oil system flush and the difference in price between the oil used and what my owner's guide recommended.Desired Settlement: I would appreciate a refund of the cost of the oil system flush and the difference in price between the oil used and what my owner's guide recommended.

Business

Response:

I would like to investigate this complaint.

Is there any way to get the invoice number?

[redacted],

Express Lube

Director of Employee Development

Call me if you have any questions,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. The invoice number they are requesting in order to investigate this complaint further is No. [redacted].

Regards,

Review: When changing the oil pan gasket on my vehicle, the studs for the exhaust and the exhaust was reattached though leaking using zipties and a pipe clamp. This was to be fixed by the location, though I was required to drop off my vehicle for the day as they could not provide a quote on the time to fix. On another day when I had time, I had asked if I could bring it in and wait for the fix, though I was told it would take longer to fix than I should wait for. On review of the work and what was going to be done, I realized this should not result in a long wait time as this was a quick fix, and my exhaust should be reattached as quickly as possible to ensure the safety and legality of driving the vehicle.

On bringing the vehicle in and asking why they cannot provide a time to replace four **lts as they said they would to fix their mistake, this then escalated to me calling the owner. On calling the owner and explaining the situation in front of the mechanic who was to do the work, the owner told me to have the mechanic call. The mechanic called in front of me, and stated I was a " [redacted] liar." On getting off of the phone with the owner, the mechanic said the owner wanted me to pay for the repairs "because he deals with [redacted] like you every day."

I was then asked how I would like to continue, which I told them I was done with their service.Desired Settlement: I would like either a refund of the service to replace the oil pan gasket, or pay for the repairs for a third party to fix the damage done during the the oil gasket repair service.

Business

Response:

My name is [redacted] and my position within Express Lube is the Director of Fleet Operations. I spoke with Mr. [redacted] over the phone on 1-6-2014. Mr. [redacted] 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 discovered. This leak was brought to Mr. [redacted]’s attention. A temporary repair was performed until the correct parts could be ordered and installed. From Mr. [redacted]’s account, the mechanic was rude and vulgar in proceeding discussions concerning the repair of the exhaust leak on Mr. [redacted]’s vehicle. The Director of Operations spoke with the mechanic and manager and they denied such claim. Mr. [redacted]’s primary concern was the abysmal customer service he received from the mechanic. Mr. [redacted]’s exhaust was repaired at another Express Lube Plus location, at no cost to Mr. [redacted]. 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.

Consumer

Response:

Review: [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,

Review: I went in to have my oil changed and car inspected. Based on their recommendation, I had a coolant flush. I have not had any coolant issues with my car, prior to this. A few days later, coolant began pouring out of my car. It was a very cold day, but just in the short drive from my home to their shop, my car began to over-heat. I was stuck there at their shop for two hours. Finally the [redacted] on duty told me another [redacted] and the [redacted] were going to come look at my car. Only the other [redacted] arrived. He said he couldn't figure out what the problem was, and they would have to tow my vehicle to their other shop. I felt stuck, because my husband was working a very long day, and there was no one else I could call for help. So I let them do it. They never told me the address of where they were hauling my car. I waited at home all day and finally the end of the day (the day before Thanksgiving), instead of the district [redacted] or another [redacted] calling me, the mechanic called me. He said that because of my neglect of my car, that the problem was all my fault. That he couldn't tell what was exactly wrong with my car, but he would have to pull my transmission apart and it would cost me at least $1,000.00 for him to do that... but it would probably cost me more. This for a cooling problem. At this point, I was angry, and felt I was being scammed. I felt as though they were holding my car hostage over the Thanksgiving holiday with no way for me to retrieve my car - I lost all faith with the company at this point. I called the original shop and spoke to the [redacted] on duty and asked that the district [redacted] call me back. He did, but kept quizzing me on my vehicle's cooling system, like he didn't believe I'd never had any problems with it. He said he would "review the tape" to see if anything had been done wrong. But he was still very vague on anything he said to me. I told him that I was told he would go look at my car... and he said that the [redacted] at the shop shouldn't have told me that. On Friday, I called his number - I left a message for him to call me back with the address of where my car was so that I could have a tow car retrieve my car. All he did was call back and leave a message to call him back. I could not, since it was a busy work day for me. I have not heard back from him since. On Monday morning (Dec 2nd), since I had basically lost all faith with this company, I had to take hours off from work during a busy day to arrange for my insurance to have a tow truck tow my vehicle to my how. I am afraid to try to drive it and have had to borrow a vehicle from another family member, to get to and from work. On Tuesday, the 6th of December, I sent a detailed letter to their customer service web site asking that they get involved. I have not heard back from them.Desired Settlement: That they fix whatever is wrong with my car. What they recommended be done to my car caused the problem. They are not admitting it, and instead... took advantage of me by hauling my car to a location that I did not know about - telling me it was going to cost me in the thousands to fix... and kept my car there over the holiday where I could not get to it. They have provided horrible customer service, and emotional anguish to me by the time I've had to take from work during the busiest time from work to deal with this.

Business

Response:

Please I need the invoice number

Call me if you have any questions,

Review: I went in for my state inspection with wipers that I know were in good condition. I use them on a weekly basis, and have had severely worn blades before. The service person comes to me and tells me that they are worn, I explained that they were fairly new (less than 6 months) and they seemed fine earlier. They basically told me I had two options 1) go get new blades somewhere else and pay for the inspection failed or 2) buy the blades there and pass. When they brought the blades to me they were obviously peeled in a manner of old blades, or tampered with (it was a clean peel). Going back to what I stated earlier, they were 'over 2"' (according to the service person) which would have created a notable streak on my window when I washed them that morning, which they do because there is no backing when peeled in such a manner. I was put into a position where an argument was not helpful and felt that if I refused to pay that they would have simply kept my car or tried other methods to persuade me into paying.Desired Settlement: A refund of the $19.98 I was coerced into purchasing and a look into these practices

Business

Response:

Customer received a free oil change for the inconvenience

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.

But have concluded I will no longer do business with Express Lube. The complimentary check revealed that my wipers had dry rot and needed to be replaced....the same ones that started this ordeal.

Regards,