Lube Express

I am rejecting this response because: I have received your email along with the Lube Express Statement, I'm not surprised at all about how they fabricated the story within their statementHowever, what they did not know was that I also was video and audio recording them the whole time this was taking placeIn which this video you can see the woman and her mechanic that she speaks of (***) apologizing and acknowledging their mechanic broke my auto part saying, "it would of been different if he just confessed to it." (Video & Audio Recording) as well my wife that was with me and also another one of there employees who directly said to me "yeah, he did that , it wasn't like that when you came in." I do not want to give this employees name in this statement, only to protect them from any kind of negligent termination, from the employer.m, but will provide it to Revdex.com if requestedAgain , this video and audio recording clearly shows the fabrication of their statement an therefore that, should be discreditedNow I'm only asking for reimbursement for total cost of the mechanism paid for by me, how ever the burea decides to pursue further investigation or pending letting this business operate is completely up to themI'm most positive with the unprofessionaliasim given here and the dis honesty within the corporation that this will, if their not held accountableWill only be one, of many more to come from hardworking, law abiding citizen who gets completely mis handled, mis guided, and mis treated by this particular business

Mr*** brought his Toyota Camry into our service station on March 13, around o clockHe talked to our service advisor *** *** and was directed to the front cashier’s office to get written upMy name is *** ***, this was my first day on the jobI was new to the
computer system and it was taking me a long time to finish his write up and two times and I apologized to him saying I hope I get this done before your car is done He signed the work order and once again went out the front doorHe came back in and asked if we check the air filter and said ‘can you check the air filter”I though Oh god, how do I enter that on this paperworkI opened my door that opens at the service bag side and asked *** how to charge it on his invoiceMr*** said don’t charge it, I just want it checked. He watched inside for a minute and then ran outsideNext thing I know he was telling you just broke my carYour mechanic just broke my carI walked out to them and took our mechanic out of the situation because Mr*** was irateMy mechanic looked at me in the eye and said he didn’t break itMr*** was not telling the truthI have worked in the automotive industry for over years and one thing I stand by is the customer is always right. It was my first day so I asked *** to handle the replacement of his air filter lidHe said our mechanic not to engage in any conversation or contact with Mr*** because they were both upset*** called to get the point and it was going to be $625and not until the next dayMr*** said he was going to need a hotel room and I offered him a ride to his destinationHe told me he was going to Las Vegas from Sacramento and decided to get an oil change before he got to Vegas and didn’t get it done where he lived because he wanted to beat trafficOur service advisor asked if we could temporary fix it until we got the partMr*** did okay it*** went to get suppliesMr*** and I stayed by his car and started talking about our personal lives and my son is his age so I gave him some motherly advice on drinking and its harm because he was headed to a party with his brother for his birthday party while we were talking I saw the air filter cover was sitting above the filterWe walked over to his vehicleI opened the air filter and Mr*** asked me to hold on and took his camera outHe then pushed record and told me to go onI was under the impression that we replaced his air filter because it was brand newI said this air filter fits correctlyMr*** said I got it I got it and started calling people and telling them how we broke his filter cover and was getting loud againI was upset the part cost so much and asked *** to try to find a cheaper oneI asked Mr*** to show me the piece that broke off and he pulled it out from behind some hoses and showed me a piece of plastic that looked like it has been glued on before and didn’t look to be a new break but I couldn’t prove differentMr*** wanted to ask the owner but he would of told me to do what I already was doing that was to find the part for a cheaper priceI stood by the counter in the service drive while *** and more mechanics mended the broken plasticThey secured it and Mr*** was just going over the what if’s if anything should happen since it was temporaryI was waiting for them to finish up and Mr*** walked over time and said “what’s wrong with your guy?” I said what do you meanHe said I told him I was going to pay for the part and I just wanted you guys to find it close to LA and it will be a done dealI asked him how is he going to pay and he told me that there was no worriesHe had the money and wanted to helpI was relieved because I really never though we broke it because it had been glued and his air filter didn’t have any dirt on itIt was brand new and we didn’t replace itWhen he was ready to leave *** told him it was going to be $for the fill synthetic oil changeMr*** got holistic once againHe said how can you charge we didn’t change the filterIt was brand new so someone before us changed it and for him to say we lemon rigged it was not correctThey had that air filter top so secure on it that I would of rather had that then the little clip that broke off any dayI care about our customersI stick by the them but I feel like he pulled over on me and I feel stupid for falling into this messIf you have any problems reading this or I missed something please contact me I would like you opinion on why a customer would make a claim on something he pressed to pay for and now is changing his mind and stopped us from getting it cheaperWe would have gotten it for a lot cheaper at a wreck yard the next day

*** *** called me on the day that this incident happened and I explained to her clearly why I would not be able to help her in this matterThe reasons are as follows*** *** was in my shop for a time of 2-minutes when we found the compressor clutch removed from
the compressor.it is impossible to have done this damage in that amount of timeWe never offered to replace or repair this damage as it is not the kind of work that we do in our storesThere is no reason that anyone in this shop would have done this to *** *** vehicleI believe the dealer told her what she wanted to hear to avoid having to pay warranty to fix the car for *** ***I offered to show the video to *** *** that would 100% Prove that we never touched or even went close to the Ac compressor from the second the car rolled into our store till the moment they handed the clutch to *** *** - *** *** Declined the chance to watch the videoI am still willing to show *** *** the Video that % Proves we had nothing to do with this if she wishesMike *** *** Valvoline Instant oil-change *** *** *** *** ** *** *** *** ***

I am rejecting this response because:
I have received your email along with the Lube Express Statement, I'm not surprised at all about how they fabricated the story within their statement. However, what they did not know was that I also was video and audio recording them the whole time this was taking place. In which this video you can see the woman and her mechanic that she speaks of ([redacted]) apologizing and acknowledging their mechanic broke my auto part saying, "it would of been different if he just confessed to it." (Video & Audio Recording) as well my wife that was with me and also another one of there employees who directly said to me "yeah, he did that , it wasn't like that when you came in." I do not want to give this employees name in this statement, only to protect them from any kind of negligent termination, from the employer.m, but will provide it to Revdex.com if requested. Again , this video and audio recording clearly shows the fabrication of their statement an therefore that, should be discredited. Now I'm only asking for reimbursement for total cost of the mechanism paid for by me, how ever the burea decides to pursue further investigation or pending letting this business operate is completely up to them. I'm most positive with the unprofessionaliasim given here and the dis honesty within the corporation that this will, if their not held accountable. Will only be one, of many more to come from hardworking, law abiding citizen who gets completely mis handled, mis guided, and mis treated by this particular business.

To whom it may concern:I need to request more time to respond to the complaint of [redacted]. My husband [redacted] passed away on December 14, 2016, It has been a very difficult time for our family and I will need addition time to respond to Mr. [redacted] concerns. Thank You,[redacted]...

[redacted]

This complaint has already been reviewed and customer has been issued a refund per customer satisfaction

Review: I stopped at this business to have my oil changed. While servicing my vehicle, they came and gave me the clutch plate to my air conditioning unit on the vehicle. They said the bolt must have rusted and that this part was lying on the skid plate. I did not have any engine noises or problems on my way to this business. I also informed them that this was not possible because this unit was brand new and was placed in the vehicle by the dealership in June 2015 and that I never had any issues with it. I drove from there to the dealership and brought the part into their service department. The dealership informed me that I was not the first person to come to them after having my oil changed at this business. My car could have been damaged because the rest of the air conditioning unit was ready to fall off and I would have been on the side of the road with a damaged car. The dealership also found the bolt that belonged to the clutch on the radiator plate just sitting there and that someone must have placed it there. I did call their customer service line for Valvoline and complained and also tried to talk to the manager but he got very defensive and acted like I did it. I just do not want anyone else to go through this or to have their car break down because of this. I would never visit this Valvoline ever again. I believe they are trying to upsell people and are trying to take advantage of people. Thank you for your help.Desired Settlement: It would be nice to have a refund for the services, but I understand that they do need to be paid for the services. I just feel there should be something since I was in danger of having my car breakdown and I am a single female and this is my only vehicle. If there is no refund, I am fine with that. Just do not want anyone else to have an issue.

Business

Response:

[redacted] called me on the day that this incident happened and I explained to her clearly why I would not be able to help her in this matter. The reasons are as follows. 1. [redacted] was in my shop for a time of 2-4 minutes when we found the compressor clutch removed from the compressor.it is impossible to have done this damage in that amount of time. 2. We never offered to replace or repair this damage as it is not the kind of work that we do in our stores. There is no reason that anyone in this shop would have done this to [redacted] vehicle. 3. I believe the dealer told her what she wanted to hear to avoid having to pay warranty to fix the car for [redacted]. 4. I offered to show the video to [redacted] that would 100% Prove that we never touched or even went close to the Ac compressor from the second the car rolled into our store till the moment they handed the clutch to [redacted] - [redacted] Declined the chance to watch the video. I am still willing to show [redacted] the Video that 100 % Proves we had nothing to do with this if she wishes. Mike [redacted] Valvoline Instant oil-change [redacted]