Great Lakes Lube

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I do not agree with the statement about the fan blades turning as like I said in my original complaint is that my car is equipped with an ignition interlock that prevents me from starting my car when this is engaged.  I appreciate the apology as this is basically all I was seeking, I do however feel that some education may be in order on the companies part though as many newer cars are coming equipped with ignition interlock such as mine that will prevent fan blades and such from starting automatically so people can run accessories and not accidentally try and start their vehicles. No one wants to see a technician get injured but this would not happen if a car has this built in precautionary measure.  Perhaps you should revisit this company policy as went to Pennzoil today to have my oil changed and they had no issue with the safety lock and did not understand your problem. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
If there actually is a leak, wouldn't you think for a service that costs $89.99 the technicians would have noted that or mentioned it? The question still remains if they actually added fluid to my car because other things on the receipt claimed they added but did not actually do it. So there is no doubt that the coolant was not actually added despite what the receipt says. Regardless of the fact, the receipt is not true, as I stated in my previous two messages, things that were marked complete and added on the receipt were not actually done! Your regional manager assured me that he would verify by personally checking my car out by scheduling a meeting with him at a different location, in which he in fact did not show up as he promised. Despite customer service telling me that there would be cameras to verify the work was done, you have no proof that the employees did what they were supposed to do. My proof is that if you check your security cameras, you can see me backing into the garage when I noticed that something marked COMPLETE on the receipt was not done. This matter displays the complete disregard Valvoline has for its customers. No one here is taking responsibility for anything, this company is eluding the fact that they will not do what you pay them to do, and if something goes wrong, the REGIONAL manager will just send you off. In his last message, the least he could have done was offer an apology for not showing up to a meeting that he initiated. Was that simple task done? No. But the only thing going on here pushing the issue on me just to protect themselves to get away from what their employees DID NOT DO. An example of poor customer at its finest.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
First off, I deserve at least a partial refund because I DID NOT get what I paid for. YOUR employess DID NOT do their job. Who is even responding to the comlaint? [redacted] or [redacted]? I have never had a conversation with [redacted]. Regardless of who it is, I NEVER met with one of you or even seen you in person for that matter, so please explain how you "took care of me". Inquiring minds would really like to know. You, [redacted], did not stand behind what you told me as a customer. Customer care did not stand behind what they said in the matter of each location having cameras to prove that your employees did not do what they were supposed to do. Clearly there is a communication breach between everyone in this company for them not to be able to relay what I explained to customer care. Everything that I explained to them is what is in this complaint- I have no need to add something extra. For a FACT, I attached my receipt in where it says my tire pressure was checked and OK and it definitely was not! So this is the basis of what I am saying, no one here wants to be held accountable for anything. Please explain again how you took care of me if you ditched the appointment we had. If you read the complaint CORRECTLY, I stated nothing about my check engine light being on. My exact words were "my sensor in my dash still had the low pressure light flashing" in regards to my tire. You are just trying to defend yourself before even reading the substance of my issue here and that definitly proves it. I do not want a refund for my oil change, I never requested that. I am requesting a refund for the Enitre Fuel System Cleaning service. The coolant reservior was not filled, just like the other items on the receipt that we blatantly marked ok but not completed. [redacted], you told me yourself at the end of our conversation on 5-29-15, that "all 'they' would do is issue a free oil change coupon", I told you that I would mail it back if have to because there is no way I will ever, free or  not, have my car serviced again by this shop. I paid $89.99 for a service that was not completed--that is why I am requesting a refund. Everyone reaps what they sow, so in the end their should be no question left by you as to why I contacted Revdex.com.
Regards,
[redacted]

HelloFirst I am sorry for the way the employee handled this situation from the beginning of your service. She should have been more respectful and clear on the situation. It is our safety policy that the vehicles keys be on the dash during service for the safety of the lower bay technician. Any time...

the keys are in and even just the accessories are on the fan blades for cooling may turn on.Again I am sorry for the way she handled this, but it was for the safety of our employee, but should have been better explained.Thank you for bringing to my attention!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear...

below.
I have been on the phone with the insurance agent handling the case and he's spoken to Valvoline, Veldman's, and Gurley Leep Subaru.  He concluded that there is not enough evidence to support my claim because of two factors:1) I signed off on an invoice at Valvoline stating I had an engine flush not a transmission flush.  2) He cannot confirm the transmission failed prior to Veldman's working on my vehicle.  The agent spoke with the technician at Gurley Leep who told him the root cause of the transmission failing was the wrong fluid being in the transmission.  The only invoice I have that confirms a transmission fluid change comes from Veldman's.I have two big issues with the statements above.  1) Every patron of Valvoline signs off on the work done to their vehicle before they ever drive it.  In this case, I didn't know anything was wrong until I was in Indiana.  I am not a mechanic.  I trusted this business to do quality work and they didn't.  Even if they completed an engine flush instead of a transmission flush they still could've damaged the transmission lines.  By the logic the insurance agent is using, a mechanic could sabotage your vehicle and get you to sign an invoice before you drive the car away and that mechanic would have absolutely no liability.2) Of course the transmission failed before I had it towed to Veldman's!  The car performed exactly the same before and after Veldman's worked on it.  My car is now fully functional because the transmission was changed.  One can logically deduce that if a car fails, then the transmission is replaced, then the car works, that the root cause originally was a failed transmission.  The insurance agent somehow does not see it that way.I will continue to fight this until I get this resolved and currently I am not happy with their response.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The company keeps making notes saying that The area manager has contacted me regarding this which is not true. I have every call recorded from my contact regarding this matter and I have only spoke with Customer care. SO now the company is making false statements and this brings concern. If they can lie about communication then they might be lying about other things regarding this as well. I have a call where customer care told  me each bay has camera footage in the lower bay and the ditrict manager would review this. I have each of these calls recorded. I will try to attach a couple recordings. This matter is not being handled as they say.
Regards,
[redacted]

HelloThis was sent to our insurance immediately, and they as well and the two mechanics ( one the customer choose and one we choose which by the way has no affiliation with us) found there to be no fault in the product or service we provided. The cars engine cam malfunctioned and caused it to...

be pushed through the back of the engine. The oil was correct and the filter was tight. The insurance company ( Nationwide) also sent out a third party to investigate and they came to same conclusion.

Hellothis went to Insurance as the customer already knows and understands. The cooling system was not touched as the receipt states and even if it was the overflow cap has nothing to do with the car overheating.  It's overflow is not a pressurized system. the insurance inspected and even the...

mechanic the customer chose states same thing. That's why denied by our insurance and us.

[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.  $31.67 was refunded in cash.
Regards,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.There was no offer from the business and their account is factually untrue.  I did talk with Mr. [redacted], and explained to him that his team admitted breaking the pull-wire during my visit, but declined responsibility "because it could have happened to anybody."  He said that was probably true, but that items that commonly break on cars are not covered, even if it is due to the actions of the Valvoline crew.  It escapes me why he would feel motivated to fabricate details even after he admitted that his team probably did break the pull-wire.  The repair cost $500 at the location recommended by their team.  It is hardly good service to break something and then tell them how they can fix it themselves.  There was never an apology, but rather an "we didn't do it, ok, yeah we did, but we never pay for this type of thing."  Me [redacted] also shared that his teams commonly knock off 'corroded tire sensors' and that they don't pay when they often dislodge/break them during the course of repair.  Overall, it was a denial, followed by admitting fault, but declining responsibility.Regards,[redacted]

HelloThis customer was spoke with by the SCM when she returned. He spoke with her for about 30-45 minutes explaining we dont inspect differentials (policy for over 5 years), didnt notice leak due to body panel, and didnt remove body panel due to oil filter access. The AM also spoke with her...

explaining same facts. The receipt she has even states not checked.This is from the AM after he spoke with customer careFrom: [redacted] Date: [redacted]Subject: RE: VIOC Customer Care - Action Requested - ISSUE=221922 PROJ=1This customer came in for an oil change on September 26th at that time we were Great Lakes quick lube and our policy was unless we were requested by the customer to check the any of the differentials we do not check them on her receipt it also says not checked the service center manager will be contacting this customer tomorrow and this claim will be denied

To whom it may concern:I apologize but reading the response from Drew [redacted], I do not believe this issue will be resolved at this level. I will move forward with my complaint to the [redacted] department. Thank you for all that you have done.  Thank you,Carmen [redacted]

Sent: Tuesday, October 27, 2015 8:01 AM[redacted]District ManagerGreat Lakes Quick LubeValvoline Instant Oil Change###-###-#### CellI spoke with this customer the morning of Oct 27, 2015 at 8:57am.  I spoke with the team members at store location as well.  Technician is stating this...

customer was struggling opening the hood latch and asked for assistance.  Technician states he went to pull the latch and it was already broken with no tension, seems the cable had been snapped.  Technician tried to explain to this customer the latch does not have any tension and was already broken, SCM also offered assistance with the customer at this point.  SCM offered assistance and advice on where to take the vehicle for repair. I offered my assistance and explained I would not be authorizing payment for reimbursement.

Hellothis is what insurance is for.  They inspected and hired another inspector who came up with same conclusion.  We have them for these instances. I'm sorry  for your inconvienience but his is the results from the Insurance  companies investigation.

HelloThe car came in on 3/27/2017. We performed a oil change and cabin air filter. I have pictures from our video cameras of us checking the transmission and the power steering fluid. The guest left and 2o min and about 10-15 miles the vehicle had a issue. The guests mechanic diagnosis the vehicle...

and says the guests needs brakes struts tie rods and hub bearings. 15 days after our service and 12 days after the mechanics repair the vehicle has a issue with steering. If the power steering was in fact this low it would have had a problem before we serviced the vehicle. Her mechanic inspected and found the issue to be suspension related. He repaired the vehicle then the guest has a issue with the tire locking up which the mechanic just took of the tires brakes, hubs and tie rods!!!!This is a mechanical failure not related to our service and this is why we are and will always deny any and all claims to this matter.

Review: I stopped in at Valoline Instant Oil Change Center on 205 Murdock Ave in Oshkosh WI tonight and was refused service by your associate [redacted] tonight. After pulling into the stall and going through all the standard checks go the lights [redacted] asked me to remove the keys from my car. Since I knew this was going to take a while I was doing work on my laptop and had it hooked up to my cigarette lighter for power and had I done this I would have lost all my work and was not willing to remove the keys from the ignition. I suspect that [redacted] however did mot like the music I was playing as she had made several faces when she is near my car and could hear the music I was playing which was not very loud either. I told her I was not going to remove my keys and she then told me they could not service my car then. I then informed her that the ignition lock was on but she said that was not good enough so I asked to speak to the manager and she informed me that she was the manager, something I found to be a lie when I called back later to get her name from Edward the actual manager. I then asked if she wanted me to leave to which she stared blankly off into space and after a few moments of silence I told her to put my car back together and I left.Desired Settlement: An apology

Business

Response:

HelloFirst I am sorry for the way the employee handled this situation from the beginning of your service. She should have been more respectful and clear on the situation. It is our safety policy that the vehicles keys be on the dash during service for the safety of the lower bay technician. Any time the keys are in and even just the accessories are on the fan blades for cooling may turn on.Again I am sorry for the way she handled this, but it was for the safety of our employee, but should have been better explained.Thank you for bringing to my attention!

Consumer

Response:

Review: On 5/2/13 I had a routine oil change done -They did NOT refill my car with oil -my car is RUINED-I have dealt with 5 different persons from the store level to the 3rd person in corporate command -all were evasive and one in particular was extremely rude- I work 2 jobs and cannot be without a car in reliable condition- I have an estimate from a local garage - I do not particularly wish to take this to court as it is so clearly due to their negligence -your assistance to expedite the situation would be appreciatedDesired Settlement: I have a written estimate from Hogan's garage [redacted] for a rebuilt engine,labor and towing for the amount of $1952.23

Business

Response:

Hello

Review: I went to Valvoline for a regular level check on 8/22/2015. I drove from Milwaukee to manitowoc wisconsin and before I got off the highway my car started smoking so I pulled over and pop the hood and realized my coolant resovoir cap was off and all coolant was lost. I spoke to valvoline customer service and they advised me to put my car in the shop and to send them a diagnosis. A week later I heard from their insurance company that they don't Wana pay for the damages to my car, stating that pj's auto claims that the car couldn't blow a gasket and radiator over overheating, which we a lie because the Toyota dealership and a auto shop out of Jackson wi said any real mechanic knows the results of a car driven too long with the coolant cap off. I am stuck with a $1700 fix on a car that has been very well took care of. Know I will get attorneys involved. Check behind the techniciansDesired Settlement: I want my car fixed and loss of wages for the duration of down time that will accumulate 1

Business

Response:

Hellothis went to Insurance as the customer already knows and understands. The cooling system was not touched as the receipt states and even if it was the overflow cap has nothing to do with the car overheating. It's overflow is not a pressurized system. the insurance inspected and even the mechanic the customer chose states same thing. That's why denied by our insurance and us.

Review: I didn't know where the hood opening match was, so I asked the staff where it was. The staff member then went into the car and pulled the latched and there was a hard pull and then the cable attachment to the handle broke. Staff then said it had always been broken - I questioned whether there had been initial resistance and then a lack of resistance on the pull lever, and he confirmed that. When he acknowledged it had been his fault, the manager said it was just bad luck and anyone who pulled the lever would have had the problem, and that they wouldn't pay to fix it. Then during a subsequent phone conversation with my wife, the manager revealed it had been a violation of policy for the staff member to have pulled the lever. Now I am out $500 to repair my car hood cable that was broken by staff, and I still had to pay for the oil change. Terrible outcome for me.Desired Settlement: I would like the company to pay for the costs of the repair for the damage caused, reimbursed per actual receipts.

Business

Response:

Sent: Tuesday, October 27, 2015 8:01 AM[redacted]District ManagerGreat Lakes Quick LubeValvoline Instant Oil Change###-###-#### CellI spoke with this customer the morning of Oct 27, 2015 at 8:57am. I spoke with the team members at store location as well. Technician is stating this customer was struggling opening the hood latch and asked for assistance. Technician states he went to pull the latch and it was already broken with no tension, seems the cable had been snapped. Technician tried to explain to this customer the latch does not have any tension and was already broken, SCM also offered assistance with the customer at this point. SCM offered assistance and advice on where to take the vehicle for repair. I offered my assistance and explained I would not be authorizing payment for reimbursement.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.There was no offer from the business and their account is factually untrue. I did talk with Mr. [redacted], and explained to him that his team admitted breaking the pull-wire during my visit, but declined responsibility "because it could have happened to anybody." He said that was probably true, but that items that commonly break on cars are not covered, even if it is due to the actions of the Valvoline crew. It escapes me why he would feel motivated to fabricate details even after he admitted that his team probably did break the pull-wire. The repair cost $500 at the location recommended by their team. It is hardly good service to break something and then tell them how they can fix it themselves. There was never an apology, but rather an "we didn't do it, ok, yeah we did, but we never pay for this type of thing." Me [redacted] also shared that his teams commonly knock off 'corroded tire sensors' and that they don't pay when they often dislodge/break them during the course of repair. Overall, it was a denial, followed by admitting fault, but declining responsibility.Regards,[redacted]

Business

Response:

HelloThe response made was by [redacted]. No where does anything the customer is saying was stated by [redacted]. The hood release on every car after 1975 no matter the car is a plastic release in car, attached to a metal cable, attached to the release under the hood. To release a hood from inside the car you place your fingers behind the release and pull up on the this lever. There is no wrong to pull up but pull up. So if this part failed and broke, its due to age and or lack of maintenance. Same as when a tire sensor breaks. Lack of maintenance and service even though that situation has nothing to do with this situtation!

Consumer

Response:

Review: 1st, [redacted] the Manager was extremely nice and worked very hard to replace a front Headlight bulb on my 2010 VW Bug, unfortunately, it took over an hr & he was not able to complete the repair. He said there must be an electrical issue & was kind enough to not charge me for the attempted repair. Prior to leaving though I was handed a "part" from the car and asked to bring it with me to the dealer so they could finish the repair. he said this would help them save time doing the work. I asked him to just put everything back as it was & I would go to another repair shop soon. Upon leaving the business, my car made a whistling sound & the check engine light was now on.I took the car in for repairs the next morning. The repairs cost $243.00 & the shop found no issue with the light housing causing the bulb to not work. The very 1st bulb they tried worked. The problem, they showed me the light housing was jammed in and bent, cracked actually & wires were hapharzardly just jammed anywhere. They said they would do a temporary repair but that a replacement light housing costs $500.00. The shop had to solder the light housing together & replace the wires to their correct places just to get the check engine light to go off. Even though the light works, the housing repair is a temp fix that should be refunded to me in addition to the temporary repair.Still [redacted] was great & immediately admitted he had done the damages & would file a claim. We filled out the claim form & he faxed it to [redacted] the Claims Specialist. He told me [redacted] would be back to me Monday morning as he was not in on the weekend. I didn't hear from him at all. [redacted] called him again and the following day, still no call back. [redacted] was great as is his crew but I just lost my job and paying $243.00 for a LIGHT BULB and needing to spend another $500.00 to return my car to it's original condition? I need my repair refund soon. HELPDesired Settlement: I would like the full price of the resulting car repair , $243 for the temporary repair PLUS $500.00 for the new housing since it was not damaged when I brought the car in should be refunded to me asap. Mistakes do happen and this guy did his best. please just do the right thing as soon as you can. Thank you. The original repair copy was faxed to [redacted] already

Business

Response:

Hello