Oil Max 10 Minute Oil Change

Review: As a loyal customer, I brought my vehicle in to get a service done (15 minute oil change) After work was completed 1 hour later, [redacted] (service rep) explained to me that something happened and it's not their fault. he then documented on his computer stating that the drain plug was loose prior to starting their job and not notifying me before the job was started. I asked if the drain plug was loose this is the same place I brought it to 3k miles ago and this place was the last to touch my vehicle. [redacted] then told me to pay for the services rendered and quickly told me that the cross threading of the drain plug into the oil pan is not their fault. The fact that you have to remove the drain plug to drain the oil (no issues to the drain plug upon removal) and if re-installed correctly their would not be a problem. I asked the mechanic ([redacted]) about the issue and he said, "I'm sorry but I cross threaded the drain plug and now we have to heli-coil (make new threads and install a larger drain plug) if that doesn't work we will put a pan saver plug and if that doesn't work we have to install a new pan" I requested for a store manager from [redacted] (service rep) who stated to give me his business card and he will call me in a couple of hours and demanded that I pay for a service that was NOT completed. I kindly asked if he can call him on his cell phone, [redacted]'s response was, "I just talked to him and he will be back in 30 mins, I asked him if he can call him back again and he said, "He's on a motorcycle and he didn't answer his phone" Then I said, "Then WHO did you talk to?" [redacted] walked away and fumbled with his phone as it looked like he didn't call him or couldn't find the redial button on his smart phone. 1:30 mins later [redacted] (store manager) stated that it wasn't their fault and that since I have many miles on the car this is a wear and tear item. I said, if you re-install a drain plug correctly we wouldn't this issue.

Bottom Line: a drain plug pan saver was re-installed, oil is topped off and Valvoline insisted that I need to get a new oil pan re-installed at my cost.

I paid this organization a job that they do best and NOW I have to pay for additional work done to my vehicle?? The customer service was horrendous, None of the employees were kind enough to talk or resolve any issues and I felt uncomfortable when they would get together and turn back to look at me. I will NOT recommend anyone to this place.Desired Settlement: I would like Valvoline to re-install a factory OEM (original equipment manufacturer) Oil Pan and drain plug or pay Poway Honda or a reputable mechanic of MY choice for this repair. I would like an apology letter for their lack of customer service.

Business

Response:

Evening [redacted],

My name is [redacted] and I am following up with you about a complaint filed on 1/21/2014, ID of [redacted].

This situation has been resolved in satisfactory for the customer. Our synopsis of the situation that happened would be as follows;

Customer came in on 1/20/2014 with 230,712 miles on the vehicle. When the drain plug was removed threads from the oil pan came out with the drain plug and caused the oil pan to become stripped. Honda uses aluminum oil pans, which is very soft metal, and with normal wear and tear this occurs often. At that time I was not in the service center and my technicians had a difficult time trying to reinstall a new drain plug. When I arrived back at the location I then installed a pan-saver plug as the oil pan was un-repairable and needs replacement. At that time, I explained to the customer, [redacted], that the oil pan was stripped do to normal wear and tear and that Valvoline Instant Oil Change does not offer any type of warranty of aluminum oil pans over 75,000 miles. [redacted] was very upset by this and proceeded to argue that it was done by us. I did not charge him for the oil change service as he did have to wait an extensive amount of time. A few days later we spoke to [redacted] again and decided that we would pay for the oil pan for him because of bad customer service, not because of workmanship. Because he had to wait for an extensive amount of time and no one ever explained to him what was happening is the reason why we decided to pay for a new oil pan. On 1/26/14 we paid to have the oil pan installed by his mechanic and the situation has been fully resolved in the customers favor.

Appreciate you attention on this matter and if there is anything else you need please let me know. I do want to inform you that this letter was sent to [redacted] oil change. [redacted] does not work for this company and we are [redacted] Oil Change, not [redacted]

Thank you,

________________________________ [redacted] Service Center Manager [redacted] Valvoline Instant Oil Change | [redacted] San Diego, CA 92128 Cell: ###-###-#### Store: ###-###-#### Office: ###-###-#### [redacted]