National Auto Lube of Louisville, LLC

Good afternoon,? There were no inaccuracies in my response and Mr***r's response confirms the information I submitted? His wife returned to the store and said there was oil leaking underneath the car, and when the technicians inspected the car it was in fact a little low on oil? Once the bottom technician inspected the oil drain plug and oil filter and found neither of them leaking, they determined the leak did not come from their work product? This is why the manager advised Ms***r she may want to have it looked at by someone with more knowledge because it was outside of their skill level.Once the dealership determined there was no leak the ***rs authorized the engine cleaning without consulting with anyone in our company, and they are responsible for the invoice to the dealershipOnce the dealership determined there were no leaks and I assume they suggested the engine cleaning, the ***rs should have consulted with our company if they expected us to cover the cost? I think my offer to pay 50% of an engine cleaning that we did not authorize is more than a fair offer since we were not given an opportunity to remedy the problem, and this is the only offer I will make[redacted] Mobil Lube Express [redacted] ***

Good morning, I am sorry for all of the delays in responding to this complaint The original complaint came in while I was out-of-town and after I received the Revdex.com complaint, I returned it to the Store Manager and I believed he had addressed it Upon returning from out-of-town I realized it had not been addressed, so I contacted Mr [redacted] last week, and began to look into it Mr [redacted] sent me the invoice and receipt from ***, which is where the car was taken by Mr [redacted] .The oil was originally changed on 8-16-and then returned on 8-17-stating there was a oil on the engine and on the ground under the car, and there was a buring smell The manager on duty noted there was oil on the engine and they checked for leaks associated with the oil change around the oil filter and drain plug, but found none There were no oil leaks noted on the original oil change paperwork and they could not find a leak they were not sure where the oil on the engine had come from.When convention oil is installed in a vehicle a metered oil gun is used and it is installed directly into the oil filler tube and no funnels or bottle pouring is involved.On 8-17-the [redacted] s took the vehicle to The [redacted] Store and had it checked out and again they found the oil on the engine, and they could not find any leaks and the oil cap was on the filler tube I spoke with [redacted] and they told me that they could not determine where the oil came from, but they assumed it could have been spilled when our technicians were installing it but they cold not be certain They said that they told the [redacted] s the only way to eliminate the smell was to clean the engine and the [redacted] s told them to do this.When the [redacted] s brought the car back to our shop on 8-17-the manager on duty felt as though the concern the [redacted] s had was with the leaking oil, not with the smell The reason our technicians did not clean the oil off of the engine is if they did this and there was an oil leak, removing the oil would have delayed finding the leak Our technicians could have cleaned the oil at a far lower cost than $ The manager thought he was addressing the oil leak, not the smell.At the bottom of our receipt it states "Any claims for faulty workmanship must first be presented to the store manager before any refunds and/or damage reimbursement will be honored" and since we could not find any leaks, I believe we would have been responsible for the [redacted] invoice had they repaired a leak caused by our work Since the invoice was for cleaning the engine and this was not for a leak repair, I do not feel as though we should be held responsible for this since we were not given an opportunity to clean the engine, and the [redacted] s authorized the engine cleaning without contacting the manager prior to.In an effort to resolve this I am willing to pay $toward the [redacted] invoice and provide a free full-service oil change certificate for their next service Please let me know if this acceptable and I will mail the check and certificate out immediately Thank you for your time[redacted] Mobil Lube Express [redacted] ***( [redacted]

Good afternoon, There were no inaccuracies in my response and Mr***r's response confirms the information I submitted His wife returned to the store and said there was oil leaking underneath the car, and when the technicians inspected the car it was in fact a little low on oil Once the bottom technician inspected the oil drain plug and oil filter and found neither of them leaking, they determined the leak did not come from their work product This is why the manager advised Ms***r she may want to have it looked at by someone with more knowledge because it was outside of their skill level.Once the dealership determined there was no leak the ***rs authorized the engine cleaning without consulting with anyone in our company, and they are responsible for the invoice to the dealershipOnce the dealership determined there were no leaks and I assume they suggested the engine cleaning, the ***rs should have consulted with our company if they expected us to cover the cost I think my offer to pay 50% of an engine cleaning that we did not authorize is more than a fair offer since we were not given an opportunity to remedy the problem, and this is the only offer I will make[redacted] Mobil Lube Express [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved The "Suite A" in the address line does not matterThe initial check was never received Regards, [redacted] ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I appreciate the response from Mr*** as well as the opportunity to discuss in greater detail the poor service we received at Mobil Lube Change.In regards to the inaccuracies initially cited:In his 9/15/response, Mr*** repeatedly asserts that we indicated that oil was the issue when our vehicle was returned to Mobilon 8/17/for inspection. This is not accurate. Again, we did not know the root cause of the leak on our drive way or the smell in our vehicle, both of which occurred immediately after our visit to Mobiloil change. Our primary concern was the smell in the car and this was communicated to Mobil1. Also, Mr***’s assertion is irrelevant to the essential fact that the vehicle was returned to Mobilmanagement for assessment and this was not handled properly.In his 9/15/response, Mr*** states his on-duty manager noted that oil was on the engine. This is not accurate. After inspecting our vehicle, the Mobilstaff was unable to determine what fluid was covering the inside of our vehicle and sent us to the dealershipAgain, it is important to note that during this part of the process it was not mentioned that Mobilcould clean our vehicle or that further follwas required once the root cause of the issue was accurately assessed. Also, it is disconcerting when a company whose primary service is changing oil was unable to recognize that the fluid covering our engine was, in fact, oil. Considering that Mobildid confirm that our vehicle was low on oil less than hours after they changed it and that there were no leaks, the responsible next step should have involved cleaning the vehicle. Unfortunately, Mobileignored this opportunity to remedy the situationAfter dropping off our older child at school, my wife rescheduled the rest of her morning as the smell in our vehicle had become so unbearable and driving with the windows down wasn’t mitigating the issueBy the time they had left Mobiland arrived at the dealership it was well past the time for our two year old child’s napOnce the dealership had accurately diagnosed the situation, they notified Mobilof the root causeMobilagain failed to offer any remedy to the situation. Given these circumstances, I’m fairly confident that most individuals in this situation would question Mobil1’s overall competence and willingness to resolve the issue without further delays and/or complications. And while Mobilis 100% responsible for this mess we have been fair by not requesting reimbursement for the cost of cleaning the stain off our drive way or a refund for the cost of the visit Regardless, at this point I am less concerned with the dollars as I am with Mr.***’s visible lack of concern for the stress and inconvenience that his company has caused our family and further insulted with his refusal of any accountability. It is clear that the more appropriate resolution involves communicating our scenario to others so they may avoid this company.For anyone reading this historical record I hope it is recognized that my family did everything we could to address this issue in good faith. As a side note, Valvoline’s receipts do not contain the disclaimer that Mr*** is citing to hide from the responsibility of his company’s negligence
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I’m rejecting the response from Mobil Lube Express and would like to clarify some of the inaccuracies contained within *** *** response.When my wife returned to Mobile on 8/17/15, she did not mention anything about oil. She was concerned specifically with the leaking we observed in our drive way and the strong smell in our *** *** that occurred immediately after our visit to Mobil on 8/16/15. When the employees inspected the vehicle, they indicated that it may be a radiator fluid leak and also noticed that our oil was low and needed to be topped off. They also suggested taking the vehicle to the dealership to have it inspected. If we had known that Mobil could clean the inside of the car we would have gladly allowed them to clean uptheir mess as we usually default to the dealership as a last resort. Regardless, the dealership immediately noticed that oil was covering the entire inside of the vehicle and cleaned it for us. Since this event, we have experienced no other issues and the smell has not returned. In fact, we haven’t experienced any issues with this vehicle since it was purchasedIn my opinion, this is a fairly simple issue and I feel a little silly recanting evidence like we’re prosecuting a capital offense. In these types of situations, the most honorable response is to make the customer whole. Considering that my family has been a long term customer of Valvoline, if Mobil wants to rebuild our trust and gain our loyalty they are welcome to offer whatever free service after they have made us whole.Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I’m rejecting the response from Mobil Lube Express and would like to clarify some of the inaccuracies contained within *** *** response.When my wife returned to Mobile on 8/17/15, she did not mention anything about oil. She was concerned specifically with the leaking we observed in our drive way and the strong smell in our *** *** that occurred immediately after our visit to Mobil on 8/16/15. When the employees inspected the vehicle, they indicated that it may be a radiator fluid leak and also noticed that our oil was low and needed to be topped off. They also suggested taking the vehicle to the dealership to have it inspected. If we had known that Mobil could clean the inside of the car we would have gladly allowed them to clean uptheir mess as we usually default to the dealership as a last resort. Regardless, the dealership immediately noticed that oil was covering the entire inside of the vehicle and cleaned it for us. Since this event, we have experienced no other issues and the smell has not returned. In fact, we haven’t experienced any issues with this vehicle since it was purchasedIn my opinion, this is a fairly simple issue and I feel a little silly recanting evidence like we’re prosecuting a capital offense. In these types of situations, the most honorable response is to make the customer whole. Considering that my family has been a long term customer of Valvoline, if Mobil wants to rebuild our trust and gain our loyalty they are welcome to offer whatever free service after they have made us whole.Regards,
*** ***

July 9,
To whom it may concern:
The information in Mr***'s complaint is 100% accurate and in fact I did tell him I would refund him the cost of the oil change On Monday, June 22nd we mailed check #*** in the amount of $to Mr*** at the address listed on his invoice,
which was the same address listed on his complaint with the exception of we did not have "Suite A" on our check According to *** Bank the check has not been processed to date
I have placed a stop payment on the first check and we will re-issue another check today and place it in the mail I am sorry for the inconvenience and the delay
Sincerely,
** *** ***
Mobil Lube Express
*** *** *** *** *** *** *** *** * *** *** *** ** *** *** ** *** *** *** *** *** *** *** *** ***

Good morning, I am sorry for all of the delays in responding to this complaint The original complaint came in while I was out-of-town and after I received the Revdex.com complaint, I returned it to the Store Manager and I believed he had addressed it Upon returning from out-of-town I
realized it had not been addressed, so I contacted Mr*** last week, and began to look into it Mr*** sent me the invoice and receipt from ***, which is where the car was taken by Mr***.The oil was originally changed on 8-16-and then returned on 8-17-stating there was a oil on the engine and on the ground under the car, and there was a buring smell The manager on duty noted there was oil on the engine and they checked for leaks associated with the oil change around the oil filter and drain plug, but found none There were no oil leaks noted on the original oil change paperwork and they could not find a leak they were not sure where the oil on the engine had come from.When convention oil is installed in a vehicle a metered oil gun is used and it is installed directly into the oil filler tube and no funnels or bottle pouring is involved.On 8-17-the ***s took the vehicle to The *** Store and had it checked out and again they found the oil on the engine, and they could not find any leaks and the oil cap was on the filler tube I spoke with *** and they told me that they could not determine where the oil came from, but they assumed it could have been spilled when our technicians were installing it but they cold not be certain They said that they told the ***s the only way to eliminate the smell was to clean the engine and the ***s told them to do this.When the ***s brought the car back to our shop on 8-17-the manager on duty felt as though the concern the ***s had was with the leaking oil, not with the smell The reason our technicians did not clean the oil off of the engine is if they did this and there was an oil leak, removing the oil would have delayed finding the leak Our technicians could have cleaned the oil at a far lower cost than $ The manager thought he was addressing the oil leak, not the smell.At the bottom of our receipt it states "Any claims for faulty workmanship must first be presented to the store manager before any refunds and/or damage reimbursement will be honored" and since we could not find any leaks, I believe we would have been responsible for the *** invoice had they repaired a leak caused by our work Since the invoice was for cleaning the engine and this was not for a leak repair, I do not feel as though we should be held responsible for this since we were not given an opportunity to clean the engine, and the ***s authorized the engine cleaning without contacting the manager prior to.In an effort to resolve this I am willing to pay $toward the *** invoice and provide a free full-service oil change certificate for their next service Please let me know if this acceptable and I will mail the check and certificate out immediately Thank you for your time.*** ***Mobil Lube Express*** *** *** *** *** ***
*** ** ***(*** *** ***
*** *** ***
***
***

Good afternoon, There were no inaccuracies in my response and Mr***r's response confirms the information I submitted His wife returned to the store and said there was oil leaking underneath the car, and when the technicians inspected the car it was in fact a little low on oil Once the bottom technician inspected the oil drain plug and oil filter and found neither of them leaking, they determined the leak did not come from their work product This is why the manager advised Ms***r she may want to have it looked at by someone with more knowledge because it was outside of their skill level.Once the dealership determined there was no leak the ***rs authorized the engine cleaning without consulting with anyone in our company, and they are responsible for the invoice to the dealershipOnce the dealership determined there were no leaks and I assume they suggested the engine cleaning, the ***rs should have consulted with our company if they expected us to cover the cost I think my offer to pay 50% of an engine cleaning that we did not authorize is more than a fair offer since we were not given an opportunity to remedy the problem, and this is the only offer I will make.*** ***Mobil Lube Express*** *** *** ***
*** ***
*** ** ***
*** *** ***
*** *** ***

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me if a check is reissued.  The business states that they sent a reimbursement check to our home address in mid January, however we have not received any correspondence from them. I will wait for the business to perform this action and, if it does, will consider this matter complete. Thank you,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I appreciate the response from Mr. [redacted] as well as the opportunity to discuss in greater detail the poor service we received at Mobil 1 Lube Change.In regards to the inaccuracies initially cited:In his 9/15/15 response, Mr. [redacted] repeatedly asserts that we indicated that oil was the issue when our vehicle was returned to Mobil1 on 8/17/15 for inspection.  This is not accurate.  Again, we did not know the root cause of the leak on our drive way or the smell in our vehicle, both of which occurred immediately after our visit to Mobil1 oil change.  Our primary concern was the smell in the car and this was communicated to Mobil1.  Also, Mr. [redacted]’s assertion is irrelevant to the essential fact that the vehicle was returned to Mobil1 management for assessment and this was not handled properly.In his 9/15/15 response, Mr. [redacted] states his on-duty manager noted that oil was on the engine.  This is not accurate.  After inspecting our vehicle, the Mobil1 staff was unable to determine what fluid was covering the inside of our vehicle and sent us to the dealership. Again, it is important to note that during this part of the process it was not mentioned that Mobil1 could clean our vehicle or that further follow-up was required once the root cause of the issue was accurately assessed.  Also, it is disconcerting when a company whose primary service is changing oil was unable to recognize that the fluid covering our engine was, in fact, oil.  Considering that Mobil1 did confirm that our vehicle was low on oil less than 24 hours after they changed it and that there were no leaks, the responsible next step should have involved cleaning the vehicle.  Unfortunately, Mobile1 ignored this opportunity to remedy the situation. After dropping off our older child at school, my wife rescheduled the rest of her morning as the smell in our vehicle had become so unbearable and driving with the windows down wasn’t mitigating the issue. By the time they had left Mobil1 and arrived at the dealership it was well past the time for our two year old child’s nap. Once the dealership had accurately diagnosed the situation, they notified Mobil1 of the root cause. Mobil1 again failed to offer any remedy to the situation.  Given these circumstances, I’m fairly confident that most individuals in this situation would question Mobil1’s overall competence and willingness to resolve the issue without further delays and/or complications.  And while Mobil1 is 100% responsible for this mess we have been fair by not requesting reimbursement for the cost of cleaning the stain off our drive way or a refund for the cost of the visit.  Regardless, at this point I am less concerned with the dollars as I am with Mr.[redacted]’s visible lack of concern for the stress and inconvenience that his company has caused our family and further insulted with his refusal of any accountability.  It is clear that the more appropriate resolution involves communicating our scenario to others so they may avoid this company.For anyone reading this historical record I hope it is recognized that my family did everything we could to address this issue in good faith.  As a side note, Valvoline’s receipts do not contain the disclaimer that Mr. [redacted] is citing to hide from the responsibility of his company’s negligence.
Regards,
[redacted]

Good afternoon, There were no inaccuracies in my response and Mr. [redacted]r's response confirms the information I submitted.  His wife returned to the store and said there was oil leaking underneath the car, and when the technicians inspected the car it was in fact a little low on oil.  Once the bottom technician inspected the oil drain plug and oil filter and found neither of them leaking, they determined the leak did not come from their work product.  This is why the manager advised Ms. [redacted]r she may want to have it looked at by someone with more knowledge because it was outside of their skill level.Once the dealership determined there was no leak the [redacted]rs authorized the engine cleaning without consulting with anyone in our company, and they are responsible for the invoice to the dealership. Once the dealership determined there were no leaks and I assume they suggested the engine cleaning, the [redacted]rs should have consulted with our company if they expected us to cover the cost.  I think my offer to pay 50% of an engine cleaning that we did not authorize is more than a fair offer since we were not given an opportunity to remedy the problem, and this is the only offer I will make.[redacted]Mobil 1 Lube Express[redacted]

Good morning, I am sorry for all of the delays in responding to this complaint.  The original complaint came in while I was out-of-town and after I received the Revdex.com complaint, I returned it to the Store Manager and I believed he had addressed it.  Upon returning from out-of-town I...

realized it had not been addressed, so I contacted Mr. [redacted] last week, and began to look into it.  Mr. [redacted] sent me the invoice and receipt from [redacted], which is where the car was taken by Mr. [redacted].The oil was originally changed on 8-16-15 and then returned on 8-17-15 stating there was a oil on the engine and on the ground under the car, and there was a buring smell.  The manager on duty noted there was oil on the engine and they checked for leaks associated with the oil change around the oil filter and drain plug, but found none.  There were no oil leaks noted on the original oil change paperwork and they could not find a leak they were not sure where the oil on the engine had come from.When convention oil is installed in a vehicle a metered oil gun is used and it is installed directly into the oil filler tube and no funnels or bottle pouring is involved.On 8-17-15 the [redacted]s took the vehicle to The [redacted] Store and had it checked out and again they found the oil on the engine, and they could not find any leaks and the oil cap was on the filler tube.  I spoke with [redacted] and they told me that they could not determine where the oil came from, but they assumed it could have been spilled when our technicians were installing it but they cold not be certain.  They said that they told the [redacted]s the only way to eliminate the smell was to clean the engine and the [redacted]s told them to do this.When the [redacted]s brought the car back to our shop on 8-17-15 the manager on duty felt as though the concern the [redacted]s had was with the leaking oil, not with the smell.  The reason our technicians did not clean the oil off of the engine is if they did this and there was an oil leak, removing the oil would have delayed finding the leak.  Our technicians could have cleaned the oil at a far lower cost than $100.  The manager thought he was addressing the oil leak, not the smell.At the bottom of our receipt it states "Any claims for faulty workmanship must first be presented to the store manager before any refunds and/or damage reimbursement will be honored" and since we could not find any leaks, I believe we would have been responsible for the [redacted] invoice had they repaired a leak caused by our work.  Since the invoice was for cleaning the engine and this was not for a leak repair, I do not feel as though we should be held responsible for this since we were not given an opportunity to clean the engine, and the [redacted]s authorized the engine cleaning without contacting the manager prior to.In an effort to resolve this I am willing to pay $50 toward the [redacted] invoice and provide a free full-service oil change certificate for their next service.  Please let me know if this acceptable and I will mail the check and certificate out immediately.  Thank you for your time.[redacted]Mobil 1 Lube Express[redacted]
[redacted]([redacted]
[redacted]
[redacted]
[redacted]

March 2, 20**
To whom it may concern:
I did receive the fax from Mr. and Mrs. [redacted] when I returned from out of town, and I did respond in writing to the address on the invoice from our store, which matched the address on the Lexus invoice. I have attached a copy of the letter I wrote...

along with a copy of the refund check I offered.
In summary I rejected their claim for reimbursement for the Lexus service because they authorized the service without our approval, and the service was provided at an outrageous price from Lexus. Lexus charged them $**6.69 for 5 missing bolts, which is simply outrageous and unjustified. I sent them a check for $74.47 which is a refund for oil change they purchased from our company.
Prior to responding to this I checked with [redacted] Bank and they do not have a record of check number 49130 being cashed, and prior to this complaint I had not heard any response from the [redacted]s personally.
Sincerely, 
[redacted]
Mobil 1 Lube Express
[redacted] [redacted]
www.Mobil1Louisville.com
[redacted]@mobil1louisville.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
The "Suite A" in the address line does not matter. The initial check was never received.
Regards,
[redacted]