Lube It U S A

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 However, I have not yet received the $refund, and I would request that they consider offering additional compensation for my time in resolving this matter Sincerely, [redacted]

I apologize for not responding sooner to your investigation inquiry
      and will be contacting the customer to resolve this issue.  Generally our coupons are not valid
      with any other offer, however, when a customer brings in their own...

materials, it is our general
      practice to honor coupons that customers choose to redeem at the time of service.  I will apologize
      to the customer for this oversight and refund them the $12.00, which was the original point of
      disagreement.  I will endeavor as part of the Management Team to make sure all employees are
      up to date on our coupon redemption policies.  Thanks for the opportunity to respond to this inquiry.
      Please contact me with any additional questions or concerns regarding this case.
 
      Sincerely,
 
      Craig P. O.
      Lube-It USA--Operations
      Phone...[redacted]
      Fax...541-461-2510
      [email protected]

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.
However, I have not yet received the $12 refund, and I would request that they consider offering additional compensation for my time in resolving this matter.
Sincerely, [redacted]

Review:

failed to screw bolt tight after checking fluids, in the rear end differential, as quart of fluid leaked out the next day, could have made rear end gears go out! Was filled by Ford dealership, have receipt. Went back to the manager at Lube it USA, and he was a smart [redacted], and said take me to court. Was not at all concerned, and very dsrespectful to customer.Desired Settlement: An apology for treating a customer with disrespect, and being RUDE, and a quart of fluid for 27.99.

Business

Response:

Initial Business Response /* (1000, 9, 2014/05/28) */

05-27-2014

Lube-It USA

Eugene, OR. 97404

Revdex.com

Attn: [redacted] Lead Revdex.com Resolutions Consultant

1000 Station Drive, STE 222

DuPont, WA. XXXXX

RE: Case#XXXXXXXX

Dear [redacted]

I'm contacting you regarding Case#XXXXXXXX regarding a [redacted]. I intended to forward you a response through the business complaint reply portal, however, I was unsuccessful in my efforts. I had also contacted you sometime later and you gave me an e-mail address where I might forward my response to you. I appreciate your patience during this process.

Recapping the events of the case regarding [redacted]'s 2002 Ford F-150 Pickup may be of help since the original incident took place over a month ago. The customer's oil change service was performed originally back on April 18th. On April 26th, while on a trip into Astoria, Oregon, the customer started hearing a loud grinding noise . Thinking it was bearing noise, the customer looked underneath the vehicle's chassis and noticed gear oil leaking out the differential unit. Upon closer inspection, the customer discovered that the differential check plug was loose, therefore causing the gear oil leak. He was able to tighten the plug temporarily therefore enabling him to get to a local Ford dealer which topped off the unit with about 1 quart of fluid. Fortunately, there was no damage to the differential unit as a result.

On Monday, April 28th the customer came into my 2099 River Road location seeking compensation for the inconvenience he experienced from the whole ordeal. He showed my assistant the paperwork and explained that he wanted some service work in exchange for his out of pocket expense. After inspecting the vehicle undercarriage, my assistant saw no traces of the gear oil spill the customer had originally claimed had take place. When the customer's request for compensation was denied, he then posted a complaint on the Lube-It USA Facebook page and with the Revdex.com. I spoke with Mr. [redacted] on Wednesday, April 30th and agreed to reimburse him $27.00 for the out-of-pocket gear oil expense. For this concession, Mr. [redacted] agreed to sign a release of liability form, stating that he was forfeiting all future rights of redress in the matter. Mr. [redacted] signed the release Thursday, May 1st and received his reimbursement check of $27.00.

This concludes my official report regarding this case. Mr. [redacted] said that he would post an update on Facebook stating the incident had been resolved. I have yet to see his posting. I believe that the incident was ultimately resolved to Mr. [redacted]'s satisfaction. It's unfortunate that this case had to get to this point, however, it has been a good learning experience for all of us. We are a locally owned and family operated business who endeavors to serve our community with integrity and respect for all. Our commitment is to deliver the highest quality service to all of our customers. If for some reason, a customer is not satisfied with their experience with our establishment, we endeavor to resolve the deficiency in an equitable and timely manner.

If you have any further questions regarding this case please don't hesitate to contact me.

Sincerely, [redacted] USA

Phone...XXX-XXX-XXXX; Fax...XXX-XXX-XXXX