Mobil 1 Lube Express

Initial Business Response / [redacted] (1000, 5, 2015/10/26) */ My last correspondence with this client was sent to him in October explaining that his recent emails sent to me (they were sent from his work email address, and not his personal email address from which we had formerly corresponded) had been caught by my spam filter and as such, I had not ignored his emails, rather I had not realized I was not receiving them When I did realize this, I immediately responded At that time I apologized for the lack of response on my part and requested a time to meet to arrange for the repair of the drywall and to discuss his concern in personI never received any reply to that email and as such the issue fell off my radar Upon the customer request Rinsulation was installed in the ceiling above all finished rooms in the basementThe process of applying this insulation is loose fill Rin all open voids of the ceilingThe basement exterior walls were already insulated as per code so no additional insulation was required While the Rinsulation is installed for sound abatement, Ralso provides insulating properties that exceed those mandated for basement exterior walls (R13-Rdepending upon the version of code the higher the number the higher the insulating value) I am sorry that the client encountered these issues and I am sure that he is quite frustrated by my lack of responseI would be tooI would hope that a scan of his inbox would provide him with the proof that he too overlooked a email from me that showed my attempt to meet to resolve this matter I had offered originally to take care of the drywall repair and I stand behind that promiseIf he prefers to have that work done by others as noted in his complaint, I will send him a check in the amount of what I would pay my trade to complete a patch of that nature I would also suggest that a small section of the ceiling be left open and a HVAC air register installed to cover the holeThat will allow warm air to pass through that area and further mitigate the risk of a recurrence I have attached a copy of the clients original signed statement of work that authorizes the installation of the insulation (edited to maintain confidentiality) and a copy of the report showing that we paid for the ceiling to be insulated Had the ceiling and walls not been insulated, and a serious cold spell occurred, I could see how the client would conclude that we failed to take a precautionary stepHowever the ceiling and walls are insulated, and if correctly stated as the date of the incident (on or about June which also corresponds to the receipts sent to me), it is highly unlikely that the failure was the result of a frozen pipe since temperatures in June were in the 50's and 60's We have always stood behind our product and when we are wrong we fix it (I have customers who will verify that)I am sorry that the client had this unfortunate situation arise, however I don't believe a failure to insulate around the pipe caused this issue I look forward to your reply Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) This continues to be an attempt to deflect the the facts that I have stated in several emails that included picturesI have attached the invoices from Servpro who mitigated the water damage and the private plumber who replaced the broken pipeI've also attached a few emails that are from my home email accountI also attempted to go through the warranty process and did not receive a responseI acknowledge talking to [redacted] on the phone and her offer to fix the damaged drywall, unfortunately the discussion of reimbursement for the initial repairs was not resolvedThe Rinsulation argument falls very short of the true reason this accident occuredI concur the basement walls were already insulated per codeUnfortunately said insulation stopped at the top of the foundation wall and the Rsound abatement was not providing any protection for the exposed pipesI don't claim to be professional in the HVAC industry or a plumber, but my research shows that this situation can happen and in most instances could be prevented with an insulating cover around the pipes in questionAll I've wanted from the start, is to be compensated for what I believe was a preventable situationI also believe that the situation would not have occured had my basement (pipes) had been insulated properlyI would be open to a third party review of the situation at my residence, if that is necessary to resolve this complaintThese are the reasons I don't accept their response Final Business Response / [redacted] (4000, 13, 2015/11/11) */ We do not have a written Warranty form for the WarrantyWe do outline the terms of the warranty in the contract which is signed by clientThe warranty period is for two years and has since expired I will send the client a copy of that information along with a lien waiverClient should be aware that Colorado law requires liens to be filed within days of completion of a project and notice to be provided to homeowner via certified mail in that time periodGiven no such events have take place, they can be assured all trades have been paidI will add $to my last offer for drywall repair Final Consumer Response / [redacted] (2000, 17, 2015/11/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will except the revised total of $1,for the repairsIt seems that this matter could have been resolved a lot sooner and a lot less hassleThe release of lien should have been a simple taskThe portion of the contract that was sent with the last email included, stated that the warranty would be includedThe actual warranty document was never signed or dated by myself or the contractorThe additional items I would be able to file claim on were only valid for a year and would be another challenge to get taken care ofI have no more time or energy to continue with this matter

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 meSincerely, [redacted] **

1/09/- purchased a Kirby vacuum sweeper system for $from the RTL Enterprise, Randy [redacted] This was a door-to-door sales call 1/13/- Called Randy [redacted] cell phone to tell him that we had to return the sweeperMrsMazza, Dee, had developed at medical problem with her shoulder She is still under medical treatmentShe can not operate the sweeperWe got no response from Mr [redacted] After several more calls, I, MrMazza, went to the office of RTL EnterprisesI spoke to LaToya, who said that she would get in touch with Mr [redacted] and have him call us 1/25/- After several more calls, Mr [redacted] called and on 1/25/came to pick up the Kirby sweeper and return our old Hoover sweeperAt our request, he wrote a note acknowledging that he had picked up the Kirby sweeper, and that we would receive a check for the Kirby within to days from that day 2/- Called RTL Enterprises, re: the refundHad to leave voice message We

Complaint ID#: [redacted] Company Name: Mobil 1Company Contact Name: KevinCompany Contact Phone: [redacted] Company Contact Email: [redacted] Consumer's Name: [redacted] Revdex.com Staff Member (if you know): [redacted] Complaint Information: [redacted] ***r came to our facility the end of June stating that his vehicle was at a dealership with engine problemsHe stated that oil had leaked from his engineI asked if he ever saw oil leaking on the groundHe stated that he did notice the vehicle was leakingI asked why he didn't bring the vehicle back immediately to have it inspected if he saw the vehicle was leakingHe stated he wasn't concerned with itI told [redacted] if he knew there was a problem he should have brought the vehicle immediately back so we could check any problemFurther, it was discovered he had drove 2,miles since we serviced his vehicleOur invoices state "Mobil Lube Express believes in 100% Customer SatisfactionIf any of our work or services do not meet your complete satisfaction, please return your vehicle to our facility so we may address your concernsMobil Lube Express can not be responsible for any work or services performed by any other merchant." Sent on: 7/21/11:14:AM

1/09/- purchased a Kirby vacuum sweeper system for $from the RTL Enterprise, Randy ***This was a door-to-door sales call
1/13/- Called Randy *** cell phone to tell him that we had to return the sweeperMrsMazza, Dee, had developed at medical problem with her shoulder She is still under medical treatmentShe can not operate the sweeperWe got no response from Mr***After several more calls, I, MrMazza, went to the office of RTL EnterprisesI spoke to LaToya, who said that she would get in touch with Mr*** and have him call us
1/25/- After several more calls, Mr*** called and on 1/25/came to pick up the Kirby sweeper and return our old Hoover sweeperAt our request, he wrote a note acknowledging that he had picked up the Kirby sweeper, and that we would receive a check for the Kirby within to days from that day
2/- Called RTL Enterprises, re: the refundHad to leave voice message
We

Response to Case *** I consider Octavius a loyal customer who has been in several times with three of his vehicles. As with each of our valued customers, we tried to be sure he has been satisfied each time. To this point, on 3/he was in with a concern regarding an
oil leakWe pulled his vehicle in and found the gasket on the oil drain plug was failingThis is over time. Due to the relationship and the amount of services he has allowed us to do on his vehicles we inspected the vehicle and replaced the drain plug at no cost to Octavius. Regarding his current concern with the Traverse, we have recommended services to replace a mechanical blend door actuator under the dash which he has declined. On 3/27/Octavius was in because his AC was not blowing cold. At this point we had not done any AC work on the vehicle. We did an inspection and found the compressor was not engaging. After connecting the vehicle to the AC machine, we identified there was no pressure in the system*. We conducted a leak test which the system passed*. We then recharged the system. The vehicle was blowing cold at degrees when we were finished*. Again, Octavius was not charged for any of this work. We were just happy it was a simple fix and we could get him back on the roadOn 4/26/Octavius returned upset his AC was no longer blowing cold. We again identified the compressor was not engaging and that the system had lost all pressure*. We proceeded to conduct another leak test which this time the system failed. At no cost to Octavius we recharged the system and included a dye. We determined the leak was at the compressor*. We recommended replacing the AC compressor. Unfortunately, there is nothing we did or would have done to cause the current issue with the AC compressor. We are a small family owned shop and take pride in our work. We respect our customers and value their time and the work they allow us to do for them. *Our inspection notes which are emailed to our customers contain pictures documenting these findings Greg N*** Meineke Car Care of Plainfield

I reached out to the client and we were able to remedy the situation with the dirt, the window and the outletThe toilet however has been a recurring challenge due to the fact that it is installed on Luxury Vinyl Plank. This material floats on the slab and since the flooring does not attach
to the floor, the toilet is only attached by the flange and caulking. That said, it will move with any amount of force being applied. It has taken two more attempts but we believe that we have found a satisfactory and lasting solution to the issue and it is now resolved. The *** are good clients, and I have apologized for our lack of a timely response to these matters and the frustration that caused them

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me
He did verbally talk about hall and had already told me it was rented I just want to get my money back I just want this to end So It says here he is going to give me my money back which is $I gave him So is he going to mail me my money by the end of December?

Justin Douglas was hired to do a kitchen remodeling jobWe paid him 90% of the money upfrontHis work was very poor, incorrect and unsafeHe stopped showing up and when he did, the job was thrown togetherWe were charged for Back-splash that was not install, the ceramic floor that was install started coming up and needed to be replacedThe appliances were not hooked upThe dry was was mudded and then painted without sandingThe Microwave bracken was installed into plaster but the bolts were not installed into anything that would hold itThe new electric cord was crushed behind the cabinet instead of being behind the drywallWe were charged from removal of old kitchen cabinets but they are still sitting in my garageThe Cabinet doors would not closeThe cabinets were hung at different levelsMicrowave door would only open 40%No baseboard, trim or electric was completed even though we paid for it
He cut the quartz counter for the sinkI bought the saw bladeWe found som

Business states that their was never a verbal or written contractual agreement in regards to hall rentalThe business was only trying to help by making suggestions of possible options as to different hall rentals and their pricesAt this time the business is under no obligation to give the
consumer a refund, per the signed contract. Due to the customer attitude and threats business does not believe she deserves one centHowever the business does not wish to continue any business relationship and would like to bring this matter to an end As a courtesy and admitting no fault in the matter, the business will send the consumer a refund that should be received by December 31,

Additional information from consumerToday I filed a complaint to the Revdex.com about damage done to my car during anoil change. The company has refused to reimburse us for the damages (eventhough the acknowledge that they caused the damage) because the fine printon their invoice says their mechanic
gets the first chance to repair damagethey cause. I would like to amend my complaint to include that they did actually havethe first chance to repair it, when we brought the car back to them the dayof the overfill. Can you help me with making that amendment to the complaint?*** ***

This was the best experience I've had getting an oil changeThe customer service was very good and the gentlemen were very niceI feel like I got well educated in the oil I decided to go with which is a very big positive because I don't know much about carsA+ on my record

Initial Business Response /* (1000, 5, 2015/10/26) */
My last correspondence with this client was sent to him in October 2014 explaining that his recent emails sent to me (they were sent from his work email address, and not his personal email address from which we had formerly corresponded) had...

been caught by my spam filter and as such, I had not ignored his emails, rather I had not realized I was not receiving them.
When I did realize this, I immediately responded.
At that time I apologized for the lack of response on my part and requested a time to meet to arrange for the repair of the drywall and to discuss his concern in person. I never received any reply to that email and as such the issue fell off my radar.
Upon the customer request R30 insulation was installed in the ceiling above all finished rooms in the basement. The process of applying this insulation is loose fill R30 in all open voids of the ceiling. The basement exterior walls were already insulated as per code so no additional insulation was required.
While the R30 insulation is installed for sound abatement, R30 also provides insulating properties that exceed those mandated for basement exterior walls (R13-R19 depending upon the version of code the higher the number the higher the insulating value).
I am sorry that the client encountered these issues and I am sure that he is quite frustrated by my lack of response. I would be too. I would hope that a scan of his inbox would provide him with the proof that he too overlooked a email from me that showed my attempt to meet to resolve this matter.
I had offered originally to take care of the drywall repair and I stand behind that promise. If he prefers to have that work done by others as noted in his complaint, I will send him a check in the amount of what I would pay my trade to complete a patch of that nature.
I would also suggest that a small section of the ceiling be left open and a HVAC air register installed to cover the hole. That will allow warm air to pass through that area and further mitigate the risk of a recurrence.
I have attached a copy of the clients original signed statement of work that authorizes the installation of the insulation (edited to maintain confidentiality) and a copy of the report showing that we paid for the ceiling to be insulated.
Had the ceiling and walls not been insulated, and a serious cold spell occurred, I could see how the client would conclude that we failed to take a precautionary step. However the ceiling and walls are insulated, and if correctly stated as the date of the incident (on or about June 2014 which also corresponds to the receipts sent to me), it is highly unlikely that the failure was the result of a frozen pipe since temperatures in June were in the 50's and 60's.
We have always stood behind our product and when we are wrong we fix it (I have customers who will verify that). I am sorry that the client had this unfortunate situation arise, however I don't believe a failure to insulate around the pipe caused this issue.
I look forward to your reply.



Initial Consumer Rebuttal /* (3000, 7, 2015/10/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This continues to be an attempt to deflect the the facts that I have stated in several emails that included pictures. I have attached the invoices from Servpro who mitigated the water damage and the private plumber who replaced the broken pipe. I've also attached a few emails that are from my home email account. I also attempted to go through the warranty process and did not receive a response. I acknowledge talking to [redacted] on the phone and her offer to fix the damaged drywall, unfortunately the discussion of reimbursement for the initial repairs was not resolved. The R30 insulation argument falls very short of the true reason this accident occured. I concur the basement walls were already insulated per code. Unfortunately said insulation stopped at the top of the foundation wall and the R30 sound abatement was not providing any protection for the exposed pipes. I don't claim to be professional in the HVAC industry or a plumber, but my research shows that this situation can happen and in most instances could be prevented with an insulating cover around the pipes in question. All I've wanted from the start, is to be compensated for what I believe was a preventable situation. I also believe that the situation would not have occured had my basement (pipes) had been insulated properly. I would be open to a third party review of the situation at my residence, if that is necessary to resolve this complaint. These are the reasons I don't accept their response.
Final Business Response /* (4000, 13, 2015/11/11) */
We do not have a written Warranty form for the Warranty. We do outline the terms of the warranty in the contract which is signed by client. The warranty period is for two years and has since expired.
I will send the client a copy of that information along with a lien waiver. Client should be aware that Colorado law requires liens to be filed within 90 days of completion of a project and notice to be provided to homeowner via certified mail in that time period. Given no such events have take place, they can be assured all trades have been paid. I will add $150.00 to my last offer for drywall repair.
Final Consumer Response /* (2000, 17, 2015/11/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will except the revised total of $1,050 for the repairs. It seems that this matter could have been resolved a lot sooner and a lot less hassle. The release of lien should have been a simple task. The portion of the contract that was sent with the last email included, stated that the warranty would be included. The actual warranty document was never signed or dated by myself or the contractor. The additional items I would be able to file claim on were only valid for a year and would be another challenge to get taken care of. I have no more time or energy to continue with this matter.

Complaint Complaint ID#: [redacted] Company Name: Mobil 1 Company Contact: Mobil 1 Company Phone: ###-###-#### Company Email: [redacted] Person Who Sent the Complaint: Aneel k[redacted] Staff Member: Response: Some residual oil on skid...

plate may happen. Mobil 1 put synthetic oil in the vehicle on first visit and didn't charge the customer. In essence he received a free oil change.

Complaint ID#:   [redacted]Company Name:    Mobil 1Company Contact Name:    KevinCompany Contact Phone:    [redacted]Company Contact Email:   [redacted]Consumer's Name:    [redacted]Revdex.com Staff Member...

(if you know):    [redacted]Complaint Information:    [redacted]r came to our facility the end of June 2016 stating that his vehicle was at a dealership with engine problems. He stated that oil had leaked from his engine. I asked if he ever saw oil leaking on the ground. He stated that he did notice the vehicle was leaking. I asked why he didn't bring the vehicle back immediately to have it inspected if he saw the vehicle was leaking. He stated he wasn't concerned with it. I told [redacted] if he knew there was a problem he should have brought the vehicle immediately back so we could check any problem. Further, it was discovered he had drove 2,000 miles since we serviced his vehicle. Our invoices state "Mobil 1 Lube Express believes in 100% Customer Satisfaction. If any of our work or services do not meet your complete satisfaction, please return your vehicle to our facility so we may address your concerns. Mobil 1 Lube Express can not be responsible for any work or services performed by any other merchant." Sent on:     7/21/2016 11:14:41 AM

Hi, We have already responded and issues a refund as the customer had requested.

Complaint ID#:   [redacted]Company Name:    Mobil 1Company Contact Name:    KevinCompany Contact Phone:    [redacted]Company Contact Email:   [redacted]Consumer's Name:    [redacted]...

[redacted]Revdex.com Staff Member (if you know):    [redacted]Complaint Information:    [redacted]r came to our facility the end of June 2016 stating that his vehicle was at a dealership with engine problems. He stated that oil had leaked from his engine. I asked if he ever saw oil leaking on the ground. He stated that he did notice the vehicle was leaking. I asked why he didn't bring the vehicle back immediately to have it inspected if he saw the vehicle was leaking. He stated he wasn't concerned with it. I told [redacted] if he knew there was a problem he should have brought the vehicle immediately back so we could check any problem. Further, it was discovered he had drove 2,000 miles since we serviced his vehicle. Our invoices state "Mobil 1 Lube Express believes in 100% Customer Satisfaction. If any of our work or services do not meet your complete satisfaction, please return your vehicle to our facility so we may address your concerns. Mobil 1 Lube Express can not be responsible for any work or services performed by any other merchant." Sent on:     7/21/2016 11:14:41 AM

The drain plug was striped out.  Consumer called to speak with a manager.  We advised that this can be towed in and we will fix it.  Consumer took to dealer instead and they replaced the whole oil pan.  We told him we would reimburse him $100.00 at most.  He declined....

 It didn't need the extra $600.00 work.

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.
Regards,
[redacted] Ref Complaint # [redacted]
Dear...

Revdex.com,
Thank you for your concern for fair business practices both for the customer and the merchant.  Mobil 1 Lube Express and I came to an acceptable agreement between us and I would like to rescind the complaint.  The company offered a full refund. 
Thank you Mobil 1 Lube Express for honoring your word.

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. Sincerely, [redacted]