Fastrax Oil Change

Complaint # [redacted] After reading the complaint and talking to the employee involved I must say it is a complicated issue with misunderstandings on both sides The issue of all employees sitting and not approaching the customer has to do with drivers using cell phones while waiting to be greetedThis is due to a policy to not interrupt the customer or stand by and listen to their conversation Our manager said he stood just inside the garage door waiting to talk to the customer I will say that the appearance does look as though they were not giving any sense of urgency to care for our customer This is something we need to change The issue of not resetting the oil service light was a problem with the instructions that our computer gives us The instructions were followed but did not complete the necessary steps to turn off the message The manager tried three times but was unable to get the system to work right The customer was upset with our employee and repeatedly interrupted him as the employee tried to explain what was happening Our manager is normally very subdued and polite but he can be pushed to a point where he cannot cope with confutation and normally will turn away if he canHaving failed to reset the message and the customers persistence for some results the manager gave him the only thing he could come up with, there is just nothing I can do about it The instructions he had did not work and he did not have any idea what else could be done.The cover plate for the drain plug should have been replaced and the customer should have been told that it was partway off when the vehicle was brought in for service There was no danger or safety issue with the plate being loose but it could have been damaged or lost completely When the customer returned with the problem The manager was in the process of counting money and closing the store for the night Again policy is that doors are locked and not to be opened until the process is complete and money is secured I could see how the customer could feel he was being put off and again the lack of calm communications did not make things any better This plate can not be easily seen unless you are under it and the manager had not been under the car when it came in for service Had I been there when this happened I would have put the car in the bay and got underneath to see what the problem was It would have been an easy fix knowing what I know now The manager on the other hand had not been told about it and could not see the plate from where he was looking The customers aggressive style put the manager in a defensive mode and cause him to not use his best judgement He should have tried harder to resolve the problem of the loose plate If the customer wants to work with us and agreed to come back for future services we would send two certificates valued at $each to be applied to the next oil change on each of their cars.I believe this is a fair compensation since there was no damage done except stress[redacted]

Reference Revdex.com ID [redacted] The customer is right in that we did not replace the oil cap correctly.  The customer claims it lost a quart and a half of oil onto his engine, but the oil level in the vehicle was just shy of being topped off.  He wanted a free oil change because he claimed dirt...

may have gotten in the engine.  We do not feel that this happened but to try to satisfy the customer we gave him another oil change free of charge that cost $113.49 and cleaned as best we could the surfaces that got any oil on it.  The customer was irate most of the time and wanted his engine detailed which we refused since we had clean it.  We told him we would not pay for it if he had it detailed.  There was no way he was going to be satisfied regardless of what we tried to do.   [redacted] President [redacted]

Complaint # [redacted]After reading the complaint and talking to the employee involved I must say it is a complicated issue with misunderstandings on both sides.  The issue of all employees sitting and not approaching the customer has to do with drivers using cell phones while waiting to be...

greeted. This is due to a policy to not interrupt the customer or stand by and listen to their conversation.  Our manager said he stood just inside the garage door waiting to talk to the customer.  I will say that the appearance does look as though they were not giving any sense of urgency to care for our customer.  This is something we need to change.  The issue of not resetting the oil service light was a problem with the instructions that our computer gives us.  The instructions were followed but did not complete the necessary steps to turn off the message.  The manager tried three times but was unable to get the system to work right.  The customer was upset with our employee and repeatedly interrupted him as the employee tried to explain what was happening.  Our manager is normally very subdued and polite but he can be pushed to a point where he cannot cope with confutation and normally will turn away if he can. Having failed to reset the message and the customers persistence for some results the manager gave him the only thing he could come up with, there is just nothing I can do about it.  The instructions he had did not work and he did not have any idea what else could be done.The cover plate for the drain plug should have been replaced and the customer should have been told that it was partway off when the vehicle was brought in for service.  There was no danger or safety issue with the plate being loose but it could have been damaged or lost completely.  When the customer returned with the problem The manager was in the process of counting money and closing the store for the night.  Again policy is that doors are locked and not to be opened until the process is complete and money is secured.  I could see how the customer could feel he was being put off and again the lack of calm communications did not make things any better.  This plate can not be easily seen unless you are under it and the manager had not been under the car when it came in for service.  Had I been there when this happened I would have put the car in the bay and got underneath to see what the problem was.  It would have been an easy fix knowing what I know now.  The manager on the other hand had not been told about it and could not see the plate from where he was looking.  The customers aggressive style put the manager in a defensive mode and cause him to not use his best judgement.  He should have tried harder to resolve the problem of the loose plate.  If the customer  wants to work with us and agreed to come back for future services we would send two certificates valued at $33.00 each to be applied to the next oil change on each of their cars.I believe this is a fair compensation since there was no damage done except stress.[redacted]