Express Oil Change & Service Center

I took my car in for a rear bumper repairWe scheduled an appointment for the repair and I dropped off my car on the scheduled dayThey said it would take 2-daysI called on the second day and they said it would be ready the next dayWhen I called to ask when, they said it was not ready and they ordered the wrong partI was given an estimate and now the upped the new estimate $I now was without a car three days and now $moreI picked up my car and they had ashes it for me, however my prescription sun glasses we goneI seheduled the car in for repair and picked it up on the appointed timeTwo weeks later the paint came off, and had to schedule another appointmentThe bumper has gaps and poor alignmentThey said that is Toyota's fault for making a plastic bumperI will never take my car there again and never recommend this shop to anyone

Initial Business Response /* (1000, 5, 2016/07/21) */
From: ***@northstate.net
Sent: Wednesday, July 20, 2:PM
To: ***@greensboro.Revdex.com.org
Subject: #***
Please see my email sent 04/16/My position has not changed
Brooks M***, Owner
Express Oil Change &
Service Center
Kernersville, ***
Pisgah Church, ***
Westover Terrace, ***
From: ***@northstate.net
Sent: Saturday, April 16, 9:AM
To: ***@gmail.com
Cc: ***
Subject: Complaint
***,
This email is in response to your service complaint in my Westover storeThe following can be verified through testimonial, surveillance video, and notations on your tickets
Within moments of your vehicle shutting down for an oil change the pit technician called out major oil leaks and the customer needs to knowThe hood technician advised you of this and I made the notations on your ticketAdditionally, you were escorted into the pit to show you what the pit tech was seeing
Before you left the facility following the oil change the pit technician wiped down the fluid and the hood tech advised you to drive around a few minutes and return so we could measure the severity of the leak
You returned and asked us to check the leak and replace the drive beltThe vehicle was then lifted in the mechanical department and the service performedWe did remove the skid pan for this service and cleaned it in the oil change departmentTerrance also wiped down the fluid and further inspected for the source of the leakOnce the vehicle was started, and having better access to the underside of the vehicle, what was originally thought to be oil, was coolantThe coolant was dripping on the oil cooler and mixing with oil and other fluids on the skid panAgain, you were shown the leak and had the same access to view as we didYou engaged Terrance for a lengthy discussion, the coolant topped off, and departed the facility
I originally answered your return phone callYou said you could not understand how the leak got worse after our serviceI repeated to you the vehicle was leaking when it originally came to the facility and transferred you to Terrance in an effort to help you understandTerrance advised you to return for another inspectionOnce at the facility we added approximately a half cup of coolant and the leak was noticeable as beforeTerrance did more than look at it with a flashlight, did apologize for the situation, and no one at anytime treated you with anything but respect
On the emotional side, I chose to listen and not engage you as I believe my involvement would have only escalated the situationYou stated to me once on the phone and after counting times "you could not understand how the leak worsened after service", I felt you were not interested in a dialog, but rather, assigning blameAdditionally, we do not know when the leak first occurred so I have difficulty in understanding your belief it worsened after our serviceThis engagement went on with the crew for a least minutes with you repeating yourself and my guys trying to explainThere does come a time, no matter what the clock says, a discussion becomes redundantWe were past the redundant stage when you chose to leave
I believe you would be hard pressed to receive better more professional service at another facilityWe communicated with you throughoutWe performed the oil change and drive belt service to industry standards and without negligenceYour attempt to alter these truths by threatening my shop's reputation through social media and word of mouth is without merit and irresponsible
Regards,
Brooks M***, Owner
Express Oil Change & Service Center
Kernersville, ***
Pisgah Church, ***
Westover Terrace, ***

During Mr. [redacted] visit, we took care of his oil change and in no way altered or tampered with his gear shift assembly. His specific vehicle has a known problem with the gear shift mechanism breaking due to plastics used by the manufacturer. Mr. [redacted] vehicle left our shop functioning properly,...

however when he went through the carwash, the gearshift assembly broke due to the vehicle being shifted into reverse and park in order to position the vehicle on the switch pad that starts the wash. [redacted], the General Manager of our facility was able to get the vehicle out of the carwash and proceeded to explain what happened and gave Mr. [redacted] an estimate to replace the broken part. This was a dealer item. Mr. [redacted] was not happy with the price because he believed that we should have been held responsible to cover the repair. Given the situation, we were clearly not responsible, however we are here to help our customers in the best way we can that is fair so we offered for him to go to the dealer and buy the part himself which would save him the markup we have to charge on the part. [redacted] also discounted the labor to install the part. We believe this was a fair solution for all parties.  Mr. [redacted] paid for the labor to install after buying his own part. To date (6/20/2015), this matter has been resolved. [redacted]

Complaint: [redacted]
I am rejecting this response because:I did speak with gmc service because I have to get my car recall part done  and they said it was uncommon for the gear shift to break however there is a plastic part like the mechanic said that could wear out but the standing on  my car .The representative at gmc said someone was looking for something! I still have an issue with the guy pulling underneath my car that was never addressed and thus is why I feel like the shop still had something to do with car part. I was spoken unkind  to when the Revdex.com email was received I had no choice but to get part I'm from put of town I can't get my car that doesn't move to another shop it would've cost double the price express oil change said! So I had to buy parts and hope they would repair my car to 100% standard after being told I really don't want to work on your car because I falsely reported the business. 
Regards,
[redacted]

Express Oil has been making harassing and threatening phone calls to me regarding a part that was ordered for my vehicle without my authorization.9/28/16 @5pm - My 2007 [redacted] had a malfunctioning rear air suspension9/28/16 @5:30pm - I dropped the vehicle off at The Express Oil in Apex w/ the mechanic, [redacted] to get an estimate for repair9/29/16 @4pm - [redacted] calls with a $1200+ estimate; refused to give me the new of the part so I could look for it on [redacted]; I eventually told him that I would do some reasearch and get back with him9/30/16 @2pm - I called Express Oil to let them know that I had found an alternate soluion and would like to have my car towed away. I also asked if I had incrued any charges. The staffer that answered the phone let me know that the mechanic, [redacted], was out on vacation, but he had checked the system and with the on duty manager and I was free to tow my truck away.9/30/16 @3:30pm - [redacted] showed up to tow my truck away. The tow truck driver said the staff was friendly, ave him my keys, and said that he was free to tow it away.10/5/16 23pm - [redacted], the mechanic from Express Oil called me and asked if I was still looking to get my truck repaired. I informed him that I had already gotten my truck repaired and he thanked me and hung up.10/10/16 @1:57pm The owner of Express oil called me and informed me that a part had been order for my truck an I was responsible for the restocking fee. I told him that I did not feel in any way responsible because I did not authorize anyone to order any part for me and explained the timeline of events to him. He got very beligerant with me and began to threaten me with police force and court action.10/13/2016 @2:35pm - The owner of Express Oil called again with threats, belittling, and vulgar languageDesired SettlementI would like for this company to leave me alone.Business Response This is not a complaint of services. This is a legal complaint about theft of services. The customer towed her vehicle away from the shop with out paying some outstanding charges for parts that we ordered on her behalf. We did not service the vehicle and this is not the right forum for this kind of complaint. The customer had her vehicle brought into our business to have it diagnosed for some work on her struts. They had failed and she had an expensive after market air ride system on her vehicle. My Service Manager and ASE Certified [redacted] Techniciann searched around for the best fix and found some parts at a company called [redacted]. This was not a normal repair because of the nature of the after market parts on the customers car. We couldn't just call the dealer or a local parts store for the parts. He called and told the customer what he could do and gave her a couple options and she authorized the work to be done with the parts we found from a company called [redacted]. My Service Manager proceeded to order the part once she authorized the work. At no time did the customer ever say she wanted to do more research and we received a verbal authorization from her to do the work. My Service Manager ordered the part and I have a receipt showing it shipped on 09/29/2016. The original cost included shipping of $20.89. My Service Manager who dealt with the customer was not in the shop when the customer called later during the weekend and asked one of my employees if she could come get her car. My employee did not know she had authorized the repair and allowed her to take the car. We do not invoice the cars until the repairs are completed. The following week the part arrived and the Service Manager asked where the car went. He called the customer and she told him she took it elsewhere to get the work done. He explained that we had ordered the parts for the car and she could not just take the car. I personally got involved at this point and called the customer and explained calmly that we had ordered her parts when she authorized the work to be done. I informed her that I could send the parts back but she would be responsible for the restocking fee and the shipping and I would wave the diagnostic charge. The customer yelled at me the entire call and told me she didn't have to pay anything. She stated she never gave authorization and she did not have to pay anything. I told her I would check with my staff and get back to her. My Service Manager stated he received an authorization and ordered the part as soon as he received it. He would not order a extremely expensive part without authorization because we do this everyday and know about restocking fees and shipping costs. I called the customer back and informed her that she needed to pay the restocking fee which we negotiated lower with [redacted] of $44.90 and the original shipping of $20.89 and the return shipping of $28.22. I had her on speaker phone with my store manager listening so he could verify what was said during the conversation. The customer was extremely abusive on the phone and yelled at me the entire call. I did not treat her unkind or use any vulgar language as she stated in her complaint and just explained the situation and she was extremely unreasonable. I did tell her I have the option of reporting her to the police for theft of service and the option of taking her to small claims court. In conclusion the customer called and took the vehicle off of our property after the part was ordered and I just want her to be responsible for her actions and pay the outstanding costs of what she did. We have not been unreasonable and I even offered to wave the diagnostic fee if she would just pay the shipping and restock fees on the part. I am not trying to make money on this deal and have been extremely reasonable with this customer.Consumer Response This is not true. I never authorized Express Oil to order any parts on my behalf or do any additional work after diagnosis. I clearly stated to the technician when he called with the estimate that I would need to do further research. The technician refused to do any reasearch for me for an alternate solutions, so I took it upon myself to do the research. No theft occurred. I called Express Oil before I removed my vehicle and expressly asked if there was any outsatnding balance for the diagnosis. The technician searched the computer and consulted with a manager before returing to the phone to inform me that I was free and clear to remove my vehicle. I was unaware that any parts had been ordered as I did NOT authorize any parts to be ordered. The tow truck driver picked up my vehicle during operating houtrs of Express Oil and the technicians gladly assisted him as I had no outstanding balance. Now the manager is harassing me because of an employee error. I plan to issue a letter of cease to this company from further contact.Final Business Response I feel my previous response is adequate for this inquiry. I have nothing to change. The customer authorized the work and then changed her mind and took the car. All we are asking her to pay is the restocking fee and shipping on parts ordered on her behalf. We would have waved the diagnostic fee but because she has made this more than it needed to be it will be included in her total. I will be filing a small claims case against her as soon as possible.

They did a oil change on my Nissan van and forgot to put the oil drain plug back into my van cause my van to start without oil.They did an oil change on my Nissan van on March 18, 2016 at 5:06pm and after the oil was added and the guy forgot to put my oil drain plug back tight into the oil pan which cause the oil to leak out. I started my van after signing the receipt and being .guided out the shop, I heard my van engine sound like metal hitting metal, I cut off my van and learning after speak to them that they had to add more oil and recheck my oil again to make sure the oil plug was tight.Desired SettlementRepair my engine whenever it start knocking from being without oil during engine start up. Business Response Contact Name and Title: [redacted]/OperatioContact Phone: XXX-XXX-XXXXContact Email: [redacted]@expressoil.comI [redacted], Operations Leader, am responding to Mr [redacted]'s complaint. After discussing the issue with store personnel, we admit faulting in the procedures of our service resulting in the starting up the engine without any oil in Mr. [redacted] vehicle. In addition, The mechanic, [redacted] inspected the vehicle and is confident that there will be no further issues with Mr. [redacted] vehicle. However, we do stand behind our services. Our Oil Change warranty is for 3 months or 3000 miles. If Mr. [redacted] continues to maintain his oil changes in accordance with our records, and Mr [redacted] brings the vehicle in to my [redacted] location where I can personally inspect the vehicle, I will be happy to extent the warrant on his engine. If there are any questions or concerns I can be reached at XXX-XXX-XXXX or via email; [redacted]@expressoil.comThank you,[redacted]Operations Leader

Engine dead after taking car in for an oil change. On August 4, 2014, I took my black 1992 [redacted] car in for an oil change. I appeared to be the only customer there, and expected to receive great service. I asked about the price and sales rep([redacted]) told me it depends on how many quarts of oil I needed. I agreed to the price ($33.99)I then noticed another car pull up in the next terminal who the tech seemed to know personally, and the job was given to another tech.My car was then serviced by ([redacted]) and the cashier who took my payment. When he brought the paper work for me to fill out, he didn't even speak. Five quarts of 5w20 were "supposedly" put in my car. After maybe 15 minutes or so, I was told I was ready. While taking my payment, I notice the very non-chalant rep never looked me in my face. I rode in in a very reliable car that has taken from point A,B, and C with only 153,000 miles - considering the make. On August 25, 2014, while exiting the highway and being driven ONLY 300 miles since the 4th of August, my car shut down -not a drop of oil in the engine. The very next day I contacted the corporate office and spoke with Mr. [redacted] who sent the tech to my house to look at it. Immediately after looking under the car , the tech said it was the Oil Pressure Unit, and said they could fix it - "it's just a 20 dollar problem". Was that going to repair my engine? NO ...and why wasn't it listed as a MAJOR concern like they suggested I needed a fuel filter, rotate & balance tires, and radiator service. While discussing the matter, the tech got extremely vocal about the fact that he watched the video of that day of the tech was showing me the dip-stick where he added adequate oil- an absolute lie! I sat in the building until he said I was ready to go. The most he said to me was $42.60 (cash)- the total amount at check-out. I, then again contacted Mr.[redacted] after the techs left the my house. He pretended he was concerned the whole while and felt I shouldn't have been the least bit upset. After I told him how the tech lied and said I witnessed the oil change, he told me he couldn't help me and hung the phone up in my face. People's cars are their livelihood, and people in that profession should especially understand that if they have a vehicle themselves...whatever happened to my car happened while they were under the hood or under the car -because I didn't ride in with the problem! Do the math: With just 300 miles driven and a fresh oil change, how could I be sitting on the side of the road for lack of oil. As the rep stated, "we're not mechanics". If you can't tighten a bolt and screw a filter, you should be doing something else instead playing with people's livelihood! I would've done better keeping the same oil in there - at least I would still have a running car! Lies and Bad Business! TRANSACTION NO. XXXXXXXXXXXXXX VEHICLE ID NXXXXXXX Desired SettlementI'm seeking whatever is require to have my car back in dependable, running condition it was in before I took it there!Business Response The vehicle listed was serviced properly by Express Oil Change. We changed the oil and filter. When the vehicle came in we noticed that it had multiple oil leaks, we even notated on the customers invoice that it had multiple leaks. The customer called us and said that she had to put 5 quarts of oil in her car because it was leaking out. The store Manager [redacted] drove to the customers house to check out the complaint. Upon inspection he found that the oil filter we installed and tight and the oil drain plug was tight. Upon further inspection he found the Oil Sending unit to be leaking. He tried to explain to the customer that the oil sending unit leaking was not related to the oil change and to correct the leak she simply needs to replace the oil sending unit. The customer started yelling and making threating remarks. Express Oil Change is not at fault and will not be liable for any damage to the above vehicle.

I had a break issue 5/20/2015 express oil change repaired them ,5/21/2015 but ended with the same issue after paying $893.04,my vehicle has been at this business going on 3 weeks now they're saying I need a master cylinder at another $430.00,I spoke with the assistant manager I asked to speak to the manager.I was told he was with another client so I said I would wait it was around closing time, so the assistant manager comes back and says that the manager has left I feel like I'm getting the runaroundProduct_Or_Service: $893.04Order_Number: XXXXXXXXXXXAccount_Number: XXXXXXXXXXXXXXDesired Settlementrefund my money and I'll take my business somewhere else Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@expressoil.comIn reference to Mr [redacted]'s complaint;Mr.[redacted] came in on 05/20/2015 wanting an oil change and a brake inspection. Mr [redacted]'s concern on the brake inspection was brakes grinding and low brake pedal. Nothing was ever mentioned about brakes locking up. Upon our inspection, front brakes were wore completely out, as in the front brake pads were metal to metal and the pistons in the calipers were pushed out so far that they were leaking brake fluid. The brake hoses were dry rotted and split. Also, on the rear brakes, the shoes still had good life left in them but the wheel cylinders were leaking brake fluid. Upon presenting Mr. [redacted] with an estimate on the repairs that were needed, Mr. [redacted] was also inform that once these repairs were complete, then we can further inspect the master cylinder, as the master cylinder can not be properly checked out due to the leaks that were found. Mr. [redacted] understood and approved the repairs for $893.04 tax and all including the oil change. The technician completed the repairs, bled the system, and the master cylinder performed properly. Technician then test drove the vehicle and the brakes operated properly. Mr. [redacted] was then notified that his vehicle was repaired and ready for pick up. Mr. [redacted] paid for the repairs and the vehicle was delivered. Approximately two weeks later, Mr. [redacted] call us and said that the brakes were locking up while trying to drive the vehicle. Mr.[redacted] brought the vehicle to us, and upon inspection, we found the brakes were in fact locking up. Technician found that there was air in the system and and began bleeding procedures again on the vehicle. After test driving the vehicle several times, with out any fails with the brakes, the customer was informed that the vehicle was ready at no charge to the customer. About two days later Mr. [redacted] called us and said the Brakes were locking up again. We had the vehicle towed to us and again began diagnostics. Technician did not find air in the system but found that when applying the brake pedal and letting off the pedal, the pedal was not returning to rest, and the brakes were not releasing. It was confirmed that the master cylinder had failed and an estimate on replacing the master cylinder was generated. Up to this point Mr. [redacted] seem to understand everything that was going on and was a pleasure to do business with. Now, a bit of history with this vehicle, Mr [redacted] purchased this vehicle from one of our customers that had been bring this vehicle in for quite some time, at least two years. On 05/05/2014, an estimate was generated for brake work, to which that customer declined. At that time it needed a basic front brake job and the rear wheel cylinders were leaking then. Now then, I don't know when exactly Mr [redacted] included the former customer of which he purchased the vehicle, but all of the sudden, it seemed that the former customer kind of took over and that's when the situation went sour. That is also when it was being stated that the vehicle was having the same issues that it was originally brought in for which is incorrect. Again, it was never an issue of the brakes locking up in the beginning, and again, Mr [redacted] was informed on the front end that he possibly could need a master cylinder once these other repairs were completed. We found no fault with the master cylinder at that time so we did not recommend said part. I am not in the habit of replacing parts unless I find a reason for doing so. Where we stand now, the vehicle needs a master cylinder, which is not part of the original repairs because it simply was not bad or failing to operate properly, and a refund will not be issued for the original repairs. However, I would love to keep Mr [redacted] as a customer. If Mr [redacted], and only Mr [redacted] would like to contact me, I'm sure we can come to some kind of compromise and meet in the middle, to resolve this issue. Thank you for your interest in this matter and I look forward to hearing from Mr. [redacted]. Sincerely,[redacted]Senior ManagerExpress Oil Change LLC.