Meineke Car Care Center #1176

I WENT INTO THE MEINEKE STORE, SPECIFICALLY, TO GET MY CAR'S OIL CHANGED & TO GET THE ADVERTISED ROADSIDE ASSISTANCE. I HAD DONE THIS BEFORE AT THIS STORE & WAS VERY PLEASED WITH THE SERVICE. I ONLY WENT TO THIS STORE FOR OIL CHANGE-BECAUSE OF THE ADVERTISED ROADSIDE ASSISTANCE. MANY OTHER PLACES IN TOWN DO OIL CHANGES FOR MUCH LESS. ON MY RECEIPT IT SAYS PREFERRED OIL CHANGE- INCLUDES ROADSIDE ASSISTANCE. MANY OTHER SERVICES-SOME OF WHICH WERE NOT DONE. I ASKED EMPLOYEE-[redacted]? [redacted]-SALESPERSON ON ESTIMATE, & RECEIPT. .[redacted]- ON RECEIPT. [redacted]-ON HIS NAMETAG DID NOT KNOW HOW I WAS SUPPOSED TO ACTIVATE ROADSIDE ASSISTANCE- HE GAVE ME A FLYER & TOLD ME TO CALL 800 #. I WAS VERY UPSET BY THE CONFUSION. I WENT BACK 3 TIMES.I LEFT CRYING. I CALLED & SENT AN E-MAIL TO THE 800 # & GOT NO RESPONSE. DATE OF SERVICE WAS 7/3/14. I WENT BACK TODAY-9-24-14- APPROX. 9:00 a.m. I CALMLY EXPLAINED WHAT HAD HAPPENED & ASKED WHAT COULD BE DONE ABOUT IT. THE PERSON AT COUNTER DID NOT HAVE A NAMETAG. HE SAID HIS NAME WAS [redacted] & HE WAS THE OWNER. HE WAS RUDE & SAID I WAS SUPPOSED TO GIVE THEM MY E-MAIL ADDRESS TO ACTIVATE THE ROADSIDE ASSISTANCE. HE SAID CAN'T YOU READ THE SIGN!?? HE GOT LOUDER & LOUDER. THERE WAS NO SIGN BEFORE, & THE SALESPERSON DID NOT ASK ME FOR AN E-MAIL ADDRESS. TODAY- 9-24-14, THIS [redacted], SAID I WAS NOT SUPPOSED TO HAVE THE YELLOW COPY OF RECEIPT THAT I HAD, & he gave me $10 dollars cash back, & SAID, U DIDN'T PAY FOR ROADSIDE ASSISTANCE, & I HAD TO ACTIVATE IT AT THE TIME OF SERVICE. HE DEMANDED I GIVE HIM YELLOW COPY OF RECEIPT OR GIVE HIM THE $10 DOLLARS BACK. I SAID YOUR EMPLOYEE SHOULD HAVE TAKEN MY E-MAIL ADDRESS, & activated the roadside assistance & KEPT THE PROPER STORE COPY RECEIPT. THIS ALL HAPPENED VERY FAST. THERE WAS ANOTHER ELDERLY CUSTOMER THERE. I WAS CRYING, FROM HIS INTIMIDATION, & RUDENESS. I ASKED IF I HAD TO GET ANOTHER PREFERRED OIL CHANGE TO GET THE ROADSIDE ASSISTANCE THAT IS ADVERTISED. HE SAID SINCE I WAS COMPLAINING ABOUT HIS EMPLOYEE- I AM BANNED.I LEFT.Product_Or_Service: PREFERRED OIL CHANGEOrder_Number: invoice # [redacted]Account_Number: cust.ID# [redacted]Desired SettlementI'M NOT SURE. I WAS A PAYING CUSTOMER & DID NOT RECEIVE ADVERTISED SERVICES THAT I PAID FOR. BECAUSE I AM FEMALE, THESE TWO EMPLOYEES TREATED ME LIKE I WAS STUPID, YELLING, & intimidating me & CONFUSING ME,IN FRONT OF OTHER MALE CUSTOMERS. I HAVE A MECHANIC, I ONLY WENT IN FOR OIL CHANGE & ROADSIDE ASSISTANCE. ON ALL FOUR OCCASIONS, THE OTHER MALE CUSTOMERS WERE TREATED WITH PROPER RESPECT, I WAS NOT. I LEFT IN TEARS EVERY TIME. I NEVER GOT THE ROADSIDE ASSISTANCE.HOW SHOULD IT BE RESOLVED?? Business Response When [redacted] came to talk to me about her roadside assistance she was already visibly upset and combative when she came into my shop. I asked how I could help her and she gave me her invoices for an oil change service that had been performed and told me she did not get the roadside assistance she was promised. I reviewed her invoice and found that she declined to give the service writer on duty that day her email address. All of our marketing material regarding the free roadside assistance clearly states that the customer needs to give us their email address and then respond to the email once it have been received for the service to be activated. In her past visits she had also declined to give us her email as it would have been stored in our system. Upon further review of her invoice I found she had actually not paid for a preferred oil change which would have come with roadside assistance but rather had a $15.00 discount applied to the $39.95 price at the time of her oil change which brought it below the price of our lowest oil change, the basic at $29.95. However she also had in her hand the mirror hanger for our certified auto repair program which comes with roadside assistance. That is a separate service that we pay for as an added bonus for all of our customers. All [redacted] would have needed to do is call the 1-800 number which is open 24/7 before any towing had taken place. Because of [redacted]' mental state when she was speaking to me I was unable to ascertain why she had needed the service. I offered to give her another $10.00 off her invoice which brought the total down now to $14.95 for the oil change. I checked with the certified auto repair number and they have had no down time in their phone number so I am not sure why [redacted] was unable to reach them if she had in fact required their service. At this point I am not sure what more I can do to help [redacted], we have already given her a discount of $25.00 on a $39.95 service and while she is not covered under Meineke's roadside assistance she is covered under our certified auto repair roadside assistance.