Havoline Xpress Lube

Thank you for forwarding this complaint to me, I have reviewed the complaint and discussed the matter with our Director of Customer Service Joe Vincennie > Please note, the complaint notice indicates "FINAL NOTICE" however, this is our first notice The vehicle in question is years old with more than 145,miles and was driven for six months without incident following the oil changeThis was the first time our company has serviced the vehicleThere were no reports of oil leaks or problems with the oil change until another repair shop recommended a new oil pan Acura's have a history of oil plug problems and there is no indication that any damage to the drain pan were caused by the one oil change performed by our companyRegarding the "oversized" oil plug, this a common occurrence and it is likely the lower bay technician did not even notice In conclusion, this is a first time oil change on a sixteen year old Acura with more than 145,milesThis model vehicle has a history of oil plug issues and the vehicle was driven for six months with no reports of problems with the oil change As a show of good faith to the customer and a means of resolution, I will offer $towards repairs of the vehicle

Company's response below: [redacted] DBA: Havoline Xpress Lube [redacted] Office [redacted] fax APRIL 21, TO: Revdex.com RE: [redacted] FR: [redacted] As stated in my earlier response, this is an eight year old vehicle with more than 133,milesThe vehicle was serviced by our store only once and the wear to the drain plug was pointed out to the customer at that time and was also documented on the customer's invoice, which the customer acknowledged and signed [redacted] do have a history of drain plug issues, however, I made a good faith effort to resolve the matter by offering $towards the $in repairs

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 belowthere won't be any paper work, because once the service guy gave that information, I was disgusted and leftThis is not good business [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

[redacted] *** I have discussed the matter with our Director of Customer Service [redacted] The vehicle in question is twelve years old and allegedly has a damaged oil plug which the customer alleges the damage was caused by our service The customer was contacted immediately by MrVincennieAfter speaking with the customer, MrVincennie was under the impression that the oil plug had already been repaired and requested a copy of the receipt for reimbursement as a show of good faithThe customer has not forwarded a copy of the receipt because, as it was discovered this morning, the oil plug has not yet been repaired MrVincennie is arranging for a tow truck to pick the vehicle up (as requested) and we are paying to have the oil plug replaced We consider the matter resolved Brian Fowler President North Florida Lubes

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.it probably would help they were looking for a man instead of a womanOnce the young gave his reason why the price would be three times as much as the price advertised I left and went to a dealership to get their take, Havoline is trying to get over what was stated to me [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

To whom it may concern:My name is [redacted] . I am the founder and owner of the Texaco/HavolineXpress Lube in Enumclaw, Washington. In the 20 plus years that I have operatedthis business, I don't recall making notation on a vehicle that we would not beservicingt said vehicle in the future. We did... in fact service this vehicle back on1/19/2016. This customer was rude and very disrespectful to our staff and othercustomers for the entire time that she was here. Nothing she states about thequality of the service she received is accurate. This person actually returned toour business on June 16th, 2016 to have us perform another service on hervehicle, at which this time we declined. She said okay and left. Nothing in thisperson's statement has ever been brought to our attention ever. Should thisperson choose to pursue this matter beyond the BBB, then we will have noproblem providing closed circuit camera footage of this person, her actions, ourstaff, and or also contacting the customers we had in for service at the same time.One question, why did she wait to bring all these things to your attention, onlyafter we declined her service some six months after the initial service? If you needmore detailed information, please feel free to contact myself or [redacted] ,our manager at #360-825-2402. Also our mailing address is PO Box 1224Enumclaw, Wa. 98022. [redacted] (Owner/ Manager) [redacted] (Manager)

*** *** *** *** ***: Havoline Xpress Lube *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** Follow up response, There is no evidence the damage to the drain pan is a result of service performed by our storeThe customer was notified that the drain pan was damaged upon arrival and this was documented on the customer's invoice which the customer acknowledged and signedThis vehicle is eight years old and has more than 133,milesDamaged drain pans or oil plugs are most often a result of wear and tear or manufacturer defectsI made a good faith offer of $as a means of resolution and have denied liability based on the fact that there was pre existing damage to the drain pan upon arrival which was clearly documented on the customer's invoice

Initial Business Response /* (1000, 5, 2015/08/06) */
Our technician *** *** looked at the vehicle
He had issues opening the hood and closing itHe did inform *** *** he had trouble opening the hoodUpon opening the hood, he brought
*** *** over to her car and
showed her the issueThe latch was rusted and seizedWe tried to lube it for the customer with no luckWe informed the customer that part is a dealership item however we can fix it for her if she brought the partWe secured the hood best as possible because the customer did not the repairs doneWe used zip ties to secure it, informed the customer it is a safety issue and needs repairing quicklyThe customer asked us for extra ties incase she needed to get into her hoodWe gave her extra ties
As for *** *** wanting us to pay for the part, we did not damage the part to cause it to failit was rust(time and elements caused that)
Initial Consumer Rebuttal /* (3000, 7, 2015/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The hood was secure when taking it inI was brought to view the vehicle upon the end of the oil change, not the beginning when the serviceman claims to have brought me over to the carI was only informed when he realized that the hood could not be securely closedHe did offer to close it as best as possible which was zip tying the hood closedHe was suppose to call me in regards to the part for the hood but did not, as I had to call the establishment to learn the part was a to be bought through the manufacturerWear and tare should have been established at the start of the service and it was notIt fact upon completion of the oil change and attempting to close the hood the serviceman was insisting that the hood had been damaged by the previous party that changed the oil, rather than stating it was rustedHis explanation was that the hood may have been yanked at which caused some small ball to be ineffective thus resulting in the latch no longer latchingI'm generally, very happy with their servicesI'm more concerned about my safety as the hood is closed now but still buckles a bit

March 25, 2015
To: Revdex.com
Re: Rejection of company response
Dear Sirs:[redacted]
I have carefully reviewed the response provided by [redacted] and I am rejecting it at this time for a number of reasons.
1. My vehicle has a fully documented, well maintained service history, which I can provide to the Revdex.com to prove no pre-existing damage to the oil pan and plug existed.
2. On January 12, 2015, the oil change was performed by [redacted] in [redacted], you will note that the vehicle's oil level was OK, and the vehicle had been double checked by 2 technicians, and no damage to the oil pan or drain plug is indicated.  I was present while [redacted] performed the oil change, as noted.  The next shop to perform maintenance was [redacted], in [redacted] on March 14, 2015. (See attachment)
3. The oil was changed on March 14, 2015 by [redacted] and on March 19, 2015 the vehicle was not able to be started because of a blown ignition fuse - myself and [redacted], from [redacted] noted a major oil leak onto the bed of his truck when we arrived at [redacted] for service on the fuse failure.
4. [redacted] noted that the vehicle had approximately 1.5 qts of oil in the vehicle when it arrived.  A 2.5 qt leak over a period of 5 days is not due to "wear and tear" and age of a vehicle.  I have owned the vehicle for 60,000 miles with all of its oil changes documented without issue.
5. [redacted] vehicles, when maintained as well as mine do not leak oil, and my service history proves this. The vehicle has no history of leaking oil or burning oil. See documentation attached.
6. It appears that [redacted] does not want to take full responsibility for this near catastrophic failure to perform routine maintenance.  Oil changes are simple procedures but when done incorrectly can cause major damage to a vehicle.  In this case, my engine may be damaged from this business not properly performing the oil change.
7.  The documentation of my vehicle's service history, and common sense should lead any objective person to conclude that [redacted] caused this damage.  The fact that the vehicle has always been serviced by trained professionals would also lend credence to this claim.
8.  As noted on [redacted]'s invoice, one can see that they do not document oil levels when the vehicle arrives; they do not even show a customer the dipstick when measuring the oil prior to performing service, which is common in "quick lube" shops.
9. If [redacted] wants to provide security footage from their service bays, we can and will see the technicians did not inform me of pre-existing damage.  These are measures that transparent well run shops like this use.
10. Clearly, [redacted] has a history of these types of cases as noted in searching their Revdex.com history.  See attachments.
11.  My damages far exceed their "good faith" offer of $100.00.  My damages are in the range of $750.00 to - $1000.00 after rental car service is included.  I am willing to eat the costs of a rental car at this point, but not the damage to my vehicle. I was scheduled for a job interview, at [redacted], approximately 30 miles away on Friday March 20, 2015 and was forced to use a rental car to minimize my inconvenience.  The approximate cost to replace the oil pan is $650.00 - $195.00 for the oil pan from[redacted]; and the rest is labor performed by [redacted].  This is the approximate damage, if no engine damage is discovered from running on low oil.  The damage could be much more after inspection and the oil pan has been replaced.
12.  [redacted] should hold liability insurance to cover damage caused by their employees.  That's  what good business do to protect themselves and their customers.
13.  If the Revdex.com would like more documentation from me, including all oil change receipts from my vehicle I will provide them.  I will also provide any contact information for previous services performed on the vehicle.  I will be 100% transparent in Revdex.com's investigation to determine who is at fault. 
Thank you for your time and please do not hesitate to contact me for further documentation on m vehicle's service history.
 
Sincerely,[redacted]

To whom it may concern:My name is [redacted]. I am the founder and owner of the Texaco/HavolineXpress Lube in Enumclaw, Washington. In the 20 plus years that I have operatedthis business, I don't recall making notation on a vehicle that we would not beservicingt said vehicle in the future. We did...

in fact service this vehicle back on1/19/2016. This customer was rude and very disrespectful to our staff and othercustomers for the entire time that she was here. Nothing she states about thequality of the service she received is accurate. This person actually returned toour business on June 16th, 2016 to have us perform another service on hervehicle, at which this time we declined. She said okay and left. Nothing in thisperson's statement has ever been brought to our attention ever. Should thisperson choose to pursue this matter beyond the Revdex.com, then we will have noproblem providing closed circuit camera footage of this person, her actions, ourstaff, and or also contacting the customers we had in for service at the same time.One question, why did she wait to bring all these things to your attention, onlyafter we declined her service some six months after the initial service? If you needmore detailed information, please feel free to contact myself or [redacted],our manager at #360-825-2402. Also our mailing address is PO Box 1224Enumclaw, Wa. 98022.[redacted] (Owner/ Manager) [redacted] (Manager)

Thank you for forwarding this complaint to me, I have reviewed the complaint and discussed the matter with our Director of Customer Service Joe Vincennie.    > Please note, the complaint notice indicates "FINAL NOTICE" however, this is our first notice.    The...

vehicle in question is 16 years old with more than 145,000 miles and was driven for six months without incident following the oil change. This was the first time our company has serviced the vehicle. There were no reports of oil leaks or problems with the oil change until another repair shop recommended a new oil pan.    Acura's have a history of oil plug problems and there is no indication that any damage to the drain pan were caused by the one oil change performed by our company. Regarding the "oversized" oil plug, this a common occurrence and it is likely the lower bay technician did not even notice.    In conclusion, this is a first time oil change on a sixteen year old Acura with more than 145,000 miles. This model vehicle has a history of oil plug issues and the vehicle was driven for six months with no reports of problems with the oil change.   As a show of good faith to the customer and a means of resolution, I will offer $100.00 towards repairs of the vehicle.

[redacted]. DBA: Havoline Xpress Lube [redacted] RE: [redacted] Thank you for forwarding this complaint to me, I have reviewed the complaint with [redacted]...

[redacted] who has discussed the matter with the customer and also inspected the vehicle immediately upon on notice. The vehicle in question is eight years old with more than 133,000 miles. The customer came in for an oil change and it was observed during the service that the oil drain pan was damaged upon arrival. This was explained to the customer at that time and was also noted on the customer's invoice. In conclusion, any damage to the oil drain pan was pre existing, the customer was notified immediately and this was documented on the customer's invoice. See the attached invoice. As a show of good faith and means of resolution, we will offer $100.00 towards the repair of the customer's vehicle Thank you

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
Good Morning Revdex.com and [redacted] Havoline:   I have attached additional documentation about this issue which helps to bring more factual information into the situation:
As you can see on the invoice from [redacted]  [redacted]:
"Vehicle came in with oil leak; only had Quart 1/2 in crankcase; oil plug stripped possibly over tightened Requires oil pan"
[redacted] serviced the vehicle for the drain plug and found the following:
"A customer states had oil change done somewhere else (defendant) has oil leaking from drain plug - it may be stripped please check and advise-customer brought own oil"
"2EN001 VERIFY CONCERN ABOUT DRAIN BOLT THREADS
STRESSED AND THREADS PULLED FROM PAN
RETHREAD PAN INSTALL LONGER DRAIN BOLT
RECHECK OK"
Total cost of repair:  $88.19
Both shops have determined this damage was caused by [redacted] Havoline Lube Xpress.  [redacted], from [redacted] also witnessed the leaking oil on his flatbed truck as did myself and [redacted] from [redacted] Service.
My total costs regarding this repair are as follows:
$24.60 - [redacted] Havoline Oil Change  14, March 2015
$28.55 - 5 quarts Mobile 1 Advanced Fuel Economy oil - used at above oil change.    14, March 2015
$28.55 - 5 quarts Mobil 1 Advanced Fuel Economy oil - used in oil change repair at [redacted] - 27 March, 2015
$88.19 - [redacted] Repair of oil plug/oil pan
$108.11 - Rental vehicle from 21, March 2015 - 23, March 2015 while [redacted] was deciding on whether to repair the vehicle or not at [redacted].  I might note this doesn't include Monday March 23 - March 24, 2015 when the actual decision was made - I was not contacted on Monday as promised by [redacted] - I was contacted about their decision on Tuesday March 24, 2015 at 14:20 and again at 14:34 from  [redacted].
Total damages:  $278.00
The repairs could have been much more extensive than this amount.   I will also note this doesn't include any dollar amount on my loss of time and productivity as I continue to look for employment in the area.  I easily have lost about 5-10 hours of my time dealing with this issue.
It should be noted that my vehicle's documented history shows there was no drain plug damage or oil pan damage that had the vehicle been damaged "upon arrival" at [redacted] Havoline - there should have been verbal and visual notification to me that that was the case;  and in most shops - if a vehicle arrives damaged, they will not perform any maintenance on the car without extensive notification procedures to the customer for liability purposes.  If [redacted] Havoline can provide surveillance video showing their staff showing me a drain plug on March 14, 2015, I will drop this matter completely.  But since this did not occur, I know they won't be providing this proof of damage "upon arrival".
 
If [redacted] Havoline Xpress wants to send me a check for the above amount I will consider this situation resolved and remedied.   It can be sent to me at[redacted] c/o [redacted]   via[redacted] or [redacted] please.
If Revdex.com or [redacted] Havoline Xpress would like more documentation please let me know as I have my vehicle' entire service history in my possession.  Thank you and have a great day.  I look forward to resolving this matter soon.
 
Very Respectfully,
[redacted]

[redacted] I have discussed...

the matter with our Director of Customer Service [redacted]
The vehicle in question is twelve years old and allegedly has a damaged oil plug which the customer alleges the damage was caused by our service.
The customer was contacted immediately by Mr. Vincennie. After speaking with the customer, Mr. Vincennie was under the impression that the oil plug had already been repaired and requested a copy of the receipt for reimbursement as a show of good faith. The customer has not forwarded a copy of the receipt because, as it was discovered this morning, the oil plug has not yet been repaired.
Mr. Vincennie is arranging for a tow truck to pick the vehicle up (as requested) and we are paying to have the oil plug replaced.
We consider the matter resolved.
Brian Fowler
President
North Florida Lubes

Complaint: [redacted]
I am rejecting this response because:
As it has been previously stated and documented in my previous responses:
[redacted] of[redacted] documented that the drain plug was overtorqued by Havoline Xpress Lube which cause the plug to fail and leak oil for 5 days after the oil change was completed.  
[redacted] also noted the damaged plug by Havoline Xpress Lube from over tightening.  I have the documents which state this; both were previously uploaded for Revdex.com and Xpress Lube's review.    Havoline Xpress Lube should be encouraged that the vehicle did not need an oil pan which would have pushed the repairs and rental costs to approx $600-700.00.
This inconvenience costed me immensely in time and efforts - as I was looking for employment at the time - I also needed to rent a vehicle to attend a job interview at [redacted] in [redacted].  
2 professional shops above documented Havoline Xpress Lube's inexperienced technician damaged the plug by over torquing - the specifications for this drain plug are approx 20 ft lb.  
I have the vehicle's entire service history which I also uploaded previously and you will see at every previous oil change, there was no damage; in fact at the oil change previous to Havoline Xpress Lube - the work was double checked by 2 technicians at [redacted] in [redacted] where my vehicle has had most of its service performed.
If the drain plug was damaged upon arrival at Havoline Xpress Lube - the oil level would have been significantly low - nowhere is an oil level even noted on Havoline Xpress Lube's receipt.   They never informed me of a damaged drain plug and their security footage in the service bay would prove this - as I was not taken into the basement to see the damage and a technician never showed me a drain plug while I sat in the vehicle.  They did not verbally notify of damage either - had they notified me of a leaking or damaged drain plug - I would have immediately went to a full service garage to have it repaired.  Most reputable shops will either 1.  refuse to work on a vehicle damaged upon arrival   2. work on the vehicle but only after showing the customer the damage and signing off on allowing a repair to continue.   I know this because my uncle runs a professional automotive shop in [redacted],  [redacted] for ever 20 years.   Havoline Xpress Lube simply damaged the oil plug then noted it before sending me out the door; and 5 days later when my vehicle was towed, [redacted] from [redacted] noted the leaking oil on his flatbed truck when we arrived at [redacted] for service.
[redacted] vehicles are known for their long life and longevity and they do not leak oil just because they have 133,000 miles - in fact, since the [redacted] repair, the vehicle has been checked daily for oil consumption or leaking and it has not lost any oil.  I would be happy to let the Revdex.com [redacted] inspect the vehicle itself.
 
At this point I am taking Revdex.com up on their offer of arbitration to display all of my vehicle's work history and prove once and for all the damage did not exist prior to service at Havoline Xpress Lube and I will also show them the drain plug as I have kept it.  
Since arbitration will cost me an additional $50.00, once that process begins - I will request that Havoline Xpress Lube cover my damages and arbitration costs since they refuse to settle this at this point.  Total costs sought going forward will be:  $328.00.   If Havoline Xpress Lube chooses to cover the damages of $278.00 within 24 hours of this notice;  I will drop my complaint and consider it resolved.  To do so a representative of the company should contact me on my cell phone at: [redacted] -   I will file arbitration agreement on 4/22/2015 at 11:45AM or later with the Revdex.com.
Regards,
[redacted]

Company's response below:
[redacted]
DBA: Havoline Xpress Lube
[redacted] Office
[redacted] fax
 
APRIL 21, 2015
 
TO: Revdex.com
RE: [redacted]
FR: [redacted]
 
As stated in my earlier response, this is an eight year old vehicle with more than 133,000 miles. The vehicle was serviced by our store only once and the wear to the drain plug was pointed out to the customer at that time and was also documented on the customer's invoice, which the customer acknowledged and signed. [redacted] do have a history of drain plug issues, however, I made a good faith effort to resolve the matter by offering $100 towards the $280 in repairs.