Kwik Lube and Services

Complaint: [redacted] I am rejecting this response because: The estimate was never signed by me He never stated that what he showed me was a sample of my transmission fluid I was under the impression and he implied that transmission was drained The only thing I approved was oil change and air filter Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: [redacted]

Thank you for bring this situation to my attention We done Oil change on Ms [redacted] as usual She been to the shop many times I was called in by my tech stating after starting car when he went to check oil level he felt cold air coming from AC line I was not in shop at that time When I arrived I observed pin hole in ac line I was still investigating what happen as Ms [redacted] Approached me what going on I told her we felt air when we check oil level and comes out more when car is running I explain to her see if any one had this ac hose in stock we will replace it Since she said never had problem with ac and now its leaking she called her husband to see what is the problem and he observed and ok with me replacing line I could just have denied it due to machinery can have problem any time especially with 140,000+ miles on truck after all not everything made to last for ever but this happen as she said in our custody we are responsible to fix it I could not find this line, it had to be special order which I did order from dealer I told her once line come in I will give you call when she got to pay the bill for oil change she said why would I have to pay for oil change, its should be free because you broke my ac line ....I advised her I can not give away service and her ac line will be fixed when I get it As far as rental car goes I told her we cant get rental because she would have to rent and have to put it in her name but she did not want to be responsible for car I even offer my own car for her to drive, she refused saying that she do not want be responsible for my car and she will call me back to see what we are going to do about getting her car while we repair her truck when she drop her truck for repair, I did asked her what are we doing for car she said I am going to use my husband bottom line is we did fix her car with minimum in convince to her but, all she want to do is complain and I even given her complaint form I think source of problem is she did not got free oil change for her trouble that all this fuss is about and I would gladly give next oil change free after I have spoken with my boss

I AM SORRY TO HEARE YOU HAVE REJECTED OUR OFFER. WE HAVE DONE EVERYTHING IN OUR POWER TO MAKE YOU HAPPY. WE HAVE FIXED PROBLEM THAT WAS NOT SURE WAS OUR LIABITY BUT FIXED IT. WHICH COST SHOP OVER $1000 IN PARTS AND LABOUR. SERVICE LIKE THIS RETAIL FOR OVER 1500.00. I WISE YOU BEST OF LUCK. IF YOU NEED ANYTHING IN FUTEURE WE ARE HERE TO SERVE YOU. THANK YOU TO BRING YOUR CONCERN TO OUR ATTENTION.

From: KWIK [mailto [redacted] @hotmail.com] Sent: Wednesday, May 13, 5:PMTo: infoCc: [redacted] @YAHOO.COMSubject: [redacted] reynolds [redacted] Dear sir or madam; Mr [redacted] came in asked for oil change His car calls for synthetic oil He went too long for oil change causing tapping noise coming from lifter of engine due lack of proper lubrication reaching to top part of engine We informed him of the finding and given him price for recommended services He authorized service and happy that we informed him of finding which not address could have cost him engine He was given price quote prior to service and he authorized service saying he knew he went too long on oil change We also notice minor slippage on rear main seal area which was also brought to his attention He said ok He also authorized us to replace his dirty air filter and cabin filter He never said I don’t need engine flush or I don’t want do engine flush Every service was done per his approval and prices were given prior to work entire transaction him approving all services were recorded on our surveillance camera You are welcome to review the tape All can offer is one complementary oil change nothing else We have not done anything wrong by offering such services and preforming it per his approval We have nothing to do with transmission service were never documented on invoice as recommended service or done any services As you know all repair shop and lubrication shops recommended services to extend life of customer car based on Manufactures recommended interval that is practice on this industry Hope this will help Truly, [redacted] Director Operation corporate

Complaint: [redacted]
I am rejecting this response because:  The estimate was never signed by me.    He never stated that what he showed me was a sample of my transmission fluid.  I was under the impression and he implied that transmission was drained.  The only thing I approved was oil change and air filter.
Regards,
[redacted]

Mr [redacted], came in to our shop requesting Transmission service, OIl change with synthetic oil and air filter.  With in just one minutes  or so  he advice tech1 ([redacted]) and anything that is due also so at that point.  Another tech2 ([redacted]) went over service review with...

him to let him know what else is due, while [redacted] standing right next to him. He were shown estimates for work on computer  additional recommendation with radiator differential service and fuel injection cleaning service.  He decline on fuel injection stating he just had it done at dealership and don't differential services but want rest of work done.  On or about 10:20am I printed estimate and hand him his estimate and showed him sample of transmission fluid. That is exact amount were charged at end. He was also advice this is car has special transmission fluid which is 8&9 speed transmission, cost of transmission fluid per qts is $45.00 at dodge before tax and only place  you get it from dealer.  I have to make trip and to go to Killeen to pick it up for you from Dodge country.  He asked me how long that going to take and come back.  I replied to him about 30 minutes in meantime we will have rest of work done.  He said ok no problem.  I went and pick up ATF and gave him discount on transmission service we needed about 8-10 qts to flush and fill his transmission.  WE gone work done around 11:10 and he advice [redacted] he have problem paying bill.  I did not want anything but oil change and air filter.  So he came and got me.  I advice him sorry sir you authorized the work and printed estimate were given to you and you have to pay for work completed on your truck.  He kept on saying you drain my transmission what I suppose to do take my car like that.  We did not drain anything his Car until proper authorization were done.  We just took sample of them. He asked me what am going to do, I told him you have to pay for your work that was preformed per your request.

Complaint: [redacted]
I am rejecting this response because:
It is a fact that my vehicle has 140,000+ in mileage and I must say in good shape.  As indicated in initial letter, what I expect from this I am unsure.  Simple acknowledgement that you actually made a mistake would be great.  This incident was not handled, in my opinion a professional manner from the beginning.  If I hadn’t gone out to see what the problem was, when would someone have informed me that there was a problem?   There was a customer that was checking out that informed me of what he observed, which was the vehicle was not grounded so it arced.  This I didn’t want to mention because I didn’t get the gentleman’s name but I’m glad he was there.   After this I’m standing in the door watching this fog show under the hood of my vehicle and still no one approached me, this is when I go out and start asking questions.  On that day a free oil change would have been a nice extra perk, being that I had to ride around without AC all weekend.   On the day that my vehicle was picked up, it was noted by husband that my check engine light was on, which it wasn’t when this process started.  Vehicle was taken to the ford dealer and was informed that the oxygen sensor had been left unplugged; , this item was unplugged during the reinstallation of the air conditioning hose.   So in closing what I do know is that I will not  recommend  anyone obtain service from this shop.
Regards,
[redacted]

I AM SORRY TO HEARE YOU HAVE REJECTED OUR OFFER.  WE HAVE DONE EVERYTHING IN OUR POWER TO MAKE YOU HAPPY.  WE HAVE FIXED PROBLEM THAT WAS NOT SURE WAS OUR LIABITY BUT FIXED IT.  WHICH COST SHOP OVER $1000 IN PARTS AND LABOUR.  SERVICE LIKE THIS RETAIL FOR OVER 1500.00.  I WISE YOU BEST OF LUCK.  IF YOU NEED ANYTHING IN FUTEURE WE ARE HERE TO SERVE YOU.  THANK YOU TO BRING YOUR CONCERN TO OUR ATTENTION.

Complaint: [redacted]
I am rejecting this response because:
[redacted]
[redacted]

From: KWIK [mailto[redacted]@hotmail.com] Sent: Wednesday, May 13, 2015 5:24 PMTo: infoCc: [redacted]@YAHOO.COMSubject: [redacted]...

reynolds [redacted]   Dear sir or madam;   Mr. [redacted] came in asked for oil change.  His car calls for synthetic oil.   He went too long for oil change causing  tapping noise coming from lifter of engine due lack of proper lubrication reaching to top part of engine.  We informed him of the finding and given him price for recommended services.  He authorized service  and happy that we informed him of finding which not address could have cost him engine.  He was given price quote prior to service and he authorized service saying he knew he went too long on oil change.    We also notice minor slippage on rear main seal area which was also brought to his attention.  He said ok.  He also authorized us to replace his dirty air filter and cabin filter.   He never said I don’t need engine flush or I don’t want do engine flush.   Every service was done per his approval and prices were given prior to work entire transaction him approving all services were recorded on our surveillance camera.   You are welcome to  review the tape.   All can offer is one complementary oil change nothing else.  We have not done anything wrong by offering such services and preforming it per his approval.    We have nothing to do with transmission service were never documented on invoice as recommended service or done any services.  As you know all repair shop and lubrication shops recommended services to extend life of customer car based on Manufactures recommended interval that is normal practice on this industry.  Hope this will help.  Truly,  [redacted] Director Operation corporate

Thank you for bring this situation to my attention. 
We done Oil change on Ms. [redacted] as usual.  She been to the shop many times.  I was called in by my tech stating after starting car when he went to check oil level he felt cold air coming from AC line.  I...

was not in shop at that time.  When I arrived I observed pin hole in ac line.  I was still investigating what happen as Ms [redacted] Approached me what going on.  I told her we felt air when we check oil level and comes out more when car is running.  I explain to her see if any one had this ac hose in stock we will replace it.  Since she said never had problem with ac and now its leaking.  she called her husband to see what is the problem and he observed and ok with me replacing line.  I could just have denied it due to machinery can have problem any time especially with 140,000+ miles on truck.  after all not everything made to last for ever.  but this happen as she said in our custody we are responsible to fix it.
I could not find this line, it had to be special order which I did order from dealer.  I told her once line come in I will give you call.  when she got to pay the bill for oil change she said why would I have to pay for oil change, its should be free because you broke my ac line ....I advised her I can not give away service and her ac line will be fixed when I get it.  As far as rental car goes.  I told her we cant get rental because she would have to rent and have to put it in her name but she did not want to be responsible for car.  I even offer my own car for her to drive, she refused saying that she do not want be responsible for my car.   and she will call me back to see what we are going to do about getting her car while we repair her truck.
when she drop her truck for repair, I did asked her what are we doing for car she said I am going to use my husband. 
bottom line is we did fix her car with minimum in convince to her but,  all she want to do is complain and I even given her complaint form. 
I think source of problem is she did not got free oil change for her trouble that all this fuss is about and I would gladly give next oil change free after I have spoken with my boss.