Froggy's Auto Wash & Lube

Review: Paid $42.13, for oil change .1. Employee stated he did not change oil filter. 2. He could not reset my driver information center. [redacted] redoing.

11/18/13

Merchant #XXXXXXXXXXXX

Inv# XXXXXX

auth# XXXXXX

Trans# XXXXXX

Payment amount 42.13

Central State Credit Union Visa /Debit used, Acct#XXXXXXX

transaction ID#XXXXXXXXXXXXXX

Approval XXXXXX.

Noticed employee (person who wrote up and changed oil) was in vehicle with manual, setting my vehicle drivers information system, asked him what he was doing he stated oil is at 18% cant reset it. I asked him to not go further with this as he said he could not figure out how to reset correctly so he was looking it up. He also said he did not replace the oil filter as it was not needed, which really concerned me as you always replace oil filter with new oil. So at this time I have made appt with [redacted] to change oil again and oil filter is included and reset my system as now it is stuck on language and will not work at all. 2013 ford Edge SE should be working properly. Contacted Froggy's managers, [redacted] and [redacted], they hung up on me and stated there is no way oil filter would not have been replaced and the employee has reset lots of new systems. Hung up when I asked for refund as I now have to pay 44.00-46.00 to [redacted] for same service and drive 19 miles to do so. I want a refund to my credit card or a check from Froggy's for $42.13 sent to my P.O. Box [redacted] CA XXXXX To [redacted] or issue credit for transaction on my visa, which they could do easily. Please assist me with this issue. Thank you [redacted] XXX-XXX-XXXXDesired Settlement: refund of 42.13 either on my visa or check sent to my P.O. Box [redacted] CA XXXXX

Business

Response:

Initial Business Response

Contact Name and Title: [redacted], Business Mgr.

Contact Phone: [redacted]

Contact Email: [redacted]@gmail.com

As the business manager and wife of the owner, I was a witness to the oil change and customer interaction with my employee. As a follow up, each employee involved was interviewed. It is my belief this is a matter of miscommunication. The employee was trying to reset the life of the oil in the vehicle's information system. This is something we do as a courtesy for the customer. He used the manual as a reference but was stopped by the customer stating she had managed to reset it once herself and would take care of it. She appeared to be in a hurry. The term that was used by the employee was that he could not change the oil light. He did not state anything about the oil filter. A new filter is ALWAYS installed with each oil change and is reflected on the Service Order with the filter number at no charge.

When the cuatomer contacted my manager by phone, he was happy to try and resolve the problem. She was asked to come in to verify the oil filter. This was her first visit with this vehicle. It would be easy to identify someone else's filter. The manager would also be able to reset the information system and return it to the original state.

The customer was requesting a full refund over the phone without allowing us to correct any problems. If we were at fault, the problem would be corrected. But we had no way of knowing without viewing the vehicle.

I apologize for any inconvenience. We stand by our service and feel we offer an excellent product.