Oil N GO

Mr *** Has been communicated with in regards to this matterOILNGO I accept complete fault for not insuring this customer concern was followed and not forgotten in any wayThe staff at OILNGO work very hard to make customer experience and satisfaction a high priority! If this case the
fielding of the concern was brought to me and reviewed and investigated and service communication fault found however the resolution action was left to the side and I was not made aware while I was awayAgain I accept full responsibility as OILNGO has a high expectation in the local community and to it's customers

In my line of work, time is of the essence. Whenever I stop by for an oil change, inspection, tires, breaks or whatever, they have me in and out in no time flat. Great service, thanks everyone.

They were great. I called and got my car in the next day to fix my tire. It had a nail in it, they plugged up the hole and filled the tire and I was on my way in less than 20 minutes, and for under $20. Very nice

Review: The Oil N Go web site advertises a Basic Oil Change for $39.99. The add states for most cars. Because of that statement my wife asked the woman at the counter how much it would be for our [redacted]. The woman told my wife that she couldn't give her a price, and wouldn't know until "they got into it". My wife made it clear we only wanted the Basic Oil change. Do to the fact that the car required synthetic oil, they upgraded the service to their Mobil #1 Service which also includes a 17 point check of the vehicle. Without calling my wife to confirm or provide a quote for the upgraded service they went ahead and performed service. When my wife went to pick up the car the bill was $92.52. Below is my correspondence with their corporate office.

Yesterday my wife brought our [redacted] into the [redacted]

location for a Basic Oil Change. Noting that the terms say, (for most

vehicles) she asked the woman at the counter how much it would be. The woman

told her that until they got into it(?), they wouldn't know. When my wife

returned to pick up the car the bill was $92.52. Looking at the invoice it

appears that they charged her for the Mobil#1 Service, not what she had asked

for. When she questioned the woman all she could tell her was that the [redacted]

had a special adapter for the oil filter and they used synthetic oil. The

price is definitley an issue to me, but my main concern is that the woman did

not call my wife and tell her what the cost would be before upgrading the

service. I understand that synthetic oil is higher priced and don't have a

problem paying for it, but I do have a problem paying an additional $33.24 in

labor to cover services that we did not request. The invoice number is

[redacted]. This is a poor way to run a business and my guess is that had I

taken the car in and not my wife it would have been handled differently. I

would like the bill adjusted to the service we requested. Thank you for your

prompt attention to this matter.

Below is the reply I got from them; Thanks for some feedback [redacted],

Our synthetic service which uses mobil#1 oil is 79.99 up to 5qrts. Your model [redacted] hold almost 6qrts and your oil-filter is not a spin on filter it's a canister filter which had an up-charge as it cost's us more. Your seeing a breakdown of the labor vs. parts to determine the tax as the labor is tax-exempt. Please note that if there was service and or type of oil being used confusion oilngo apologizes greatly. We have great service at the top of list every day and have since 1996' I see that you felt that if you had gone in that this may not have happened or been handled diff. Maybe! But not by anyones intent as both of my stores service 36,000 cars per year in which 57% are women. In which oilngo employees several on our staff. We take great pride in our military customers as we are so close to camp [redacted]! So thanks for your service to our country for sure. This was service and or price delivery information error that is our fault for not simply telling the customer that had never had that service before what the total may be!! This is a procedure that simply got missed on this and we apologize. Again thanks for an e-mail and I hope I explained the service breakdown. It's good your [redacted] is using mobil#1 as all [redacted]s should and some (Require). I will let my management team know to make sure a disc is applied to your next service. Our customers being completely satisfied is really our only goal.

My response; Thanks for your prompt reply. If this is a standard charge for this service

with synthetic oil, why is it not shown on your web site under oil changes?

If this is in fact a standard price for this service why was the woman

unable to tell my wife what the charge would be when she asked? I certainly

appreciate your standing behind your employees, but in my opinion they

withheld the price from my wife and took advantage of her intentionally. The

street price for this oil ranges from $6.50 to $7.00 at most Auto Parts

stores, and I'm sure with the volume you buy your price is much less than

the $9.99 a quart you charge. I have no problem with a local business making

a profit, but to charge labor on top of this is price gouging at its best.

Your pride in your military customers is well received and I thank you for

that. Sadly, I will not be able to recommend to any of the hundreds of

employees here at [redacted] that they use your service. I will also be

sending a letter to the Revdex.com. I try very hard to support

local businesses here in Vermont but this experience leaves me with a bad

taste in my mouth.

Respectfully,

My complaints are that they intentionally with held the price to close the sale, and knowing that we had requested just the Basic Oil change, they should have called her before upgrading the service to get her consent. Finding out from their corporate office that there was a standard price of $79.99 for synthetic oil service to me confirms that the woman knew the price and intentionally with held it from my wife.Desired Settlement: I would like the addtional charges for labor refunded since we did not ask for the additional service.

Business

Response:

Dear Revdex.com,

Mr. [redacted] wife brought the car to oilngo and asked for an oil-change using synthetic oil. Oilngo has as clearly shown on our web-site 5 diff oil change choices. The service in which uses synthetic oil is $89.99. Again our sign also states that all services most cars and some vehicles vary! All cars up to 5qrts. Oilngo has a slightly reduced service for those who choose synthetic that dont need the other inclusions that our #5 service includes which is $79.99. The 79.99 service what we performed and there [redacted] holds 6 qrts of oil and has a more expensive oil-filter than most cars. Again another obvious problem is the assumption that Mr. [redacted] is wanting what he thinks is add labor when in fact it's the labor that we charge to do the work!! He is reading the breakdown on his invoice in which it states the Parts/labor separate so the sales tax is easy to understand. The $33.24 is the labor and $46.75 is the parts. An add 7.49 for oil and 4.99 for increased cost of filter. The total of the first two is $79.99 our service price. The other add are due to the vehicle that we don't control or always know until we begin service on a vehicle. Oilngo gave the cust a $5off coupon even when the customer forgot there coupon. Oilngo is committed to excellent customer service as our Revdex.com rating shows. We have serviced customers at this location since 1989' in essex and colchester vermont including the military employees from [redacted] and will continue too as our reputation show why we the states largest vermont only automotive service buisness.

Consumer

Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Business

Response:

Oilngo performed the very service requested. The assumption that our service is or isnt a value is simply not true. Our synthetic oil service with mobil#1 is less or the similar as 5 area automotive shops. Again our service process is that of high regard to good communication and customer service in which our Revdex.com reviews show. The requsted a basic oil-change using synthetic oil. That is a mobil#1 oil change that is $79.99 up to 5qrts on most cars. Plus Tax. This vehicle holds more oil and it has a more expensive oil filter than most cars.

Consumer

Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The price list that I attached to my last response required an explanation but once I sent it I couldn't go back in and add my comments. The price sheet does not indicate the $79.99 base synthetic price that Oi N Go continues to state is clearly published. Had it been published, or as they say is a standard price, then why was the person at [redacted] unable to give my wife the price when she asked? The price explanation you provided is clear and I understand how it is arrived at, parts and labor are itemized. However, when a customer asks for the Basic Oil change, which is advetized at $34.99, and gets a bill for $92.52 you can understand how upsetting that can be. There is nothing on the price sheet that says, "this price and service excludes synthetic oil". The price list simply shows synthetic oil for trucks, suvs and the supreme service. From a customer standpoint when I see a basic oil change, I would expect that the type of oil would be an option, and in the case of synthetic oil I would expect to pay more simply because it costs more. That's why, when it says "for most cars", my wife asked the simple question of what the additional cost would be for the [redacted]. The fact that your representative didn't know what you clearly state is a "standard price", or simply chose not to say, is and has always been my issue. I have three vehicles in my house hold and would have considered bringing them all to Oil N Go for service had this experience gone better.

I had a great experience here. They were on time, very in expensive and did not try to sell me tons of extra stuff.

I had a snow tire change over, and thought I would have to fend off the sales of; new air in my tires, new vacum in bulbs, oiling seat springs... nope nnoe of that.

I have been going to Oil n Go since 2005 when my car had less than 25k miles. It is not your typical fast serve oil change store. Their employee’s take the time to educate you on the maintenance of the car and recommend service without being pushy. They also seem to like working there and stick around. My car is now eight years old with 138k and I appreciate the fact that I can depend on them to remind me when services are due and point out things that will extend the life of the car. They also have given me a ride home when Subaru sent down the wrong part and it needed to be ordered. Their customer service is above and beyond. I have recommended it to several people including my mother, my mother in-law when she is in town and will continue to do so.

I've been a customer at oil n go for 5 years. I have had repairs on a Saab & Volvo done there, as well as regular maintenance. It's convenient, competitively priced, and they have gone out of their way to provide great customer service.

Great service they explained all recommended services in a way that was easy to understand without being pushy.

Oil and Go is great. They got me in and out in half an hour. talked to me about things I should consider getting done without being pushy, showed me what they did and pointed out where things are under the hood. The office was clean and the staff was knowledgable and friendly. [redacted] worked on my car and he was fast, professional, and answered all my questions.

I will definitely be back and reccomend them to my friends.

I've taken my car there twice now for oil changes. While it is on the pricey side, it's well worth it. They checked all my fluids both times (and with my old car, there are a few leaks) and topped them all off then advised me on how to take care of my car between visits. Even though I asked a lot of questions, the service tech never lost patience and was extremely courteous the whole time. The fact that this place is locally owned doesn't show at all. It's extremely clean, professional, and totally worthy of anyone's business. I strongly encourage all car owners in the area to get your oil changes done at Oil n Go.

I have used Oil n Go several times to have my oil changed. That process is always completed quickly and I cannot complain about that particular service.

My problem with Oil n Go has to do with their "walkthrough" afterwards. After having your oil changed, they will invite you into the garage to tell you what they found during their "inspection" of your vehicle.

The doom and gloom that would seem to be all but impending is mainly a farce to get you to spend your hard earned dollars having your vehicle fixed at this location. On my most recent visit, I was told my belts were worn (which they were), I had bad coolant, bad transmission fluid, and needed to flush my brake fluid, power steering fluid and have my timing belt changed out.

As far as the belts go, I can change myself and don't need to spend $50 a piece when they are $12.99 at any local auto store. I just BARELY had the coolant and tranny fluid flushed and refilled, yet somehow they both "tested" bad.

I was quoted over $900.00 to have all of these repairs done. When I checked with a local CERTIFIED Honda dealership for the same exact repair list, I was quoted only $750.00.

Oil n Go will try to scare you into repairing your vehicle with them. Do yourself a favor and seek a second opinion. It will save you and your wallet.

I love Oil n Go on Shelburne Road. I am always greeted warmly and immediately upon arrival no matter how busy they are!!!!! I was just there on Fri Jan 2 2015 for a routine oil change. Despite being very very busy, all employees presented as being very happy to work there, very professional, and very efficient. The honesty is also very commendable there!!!! A couple of things were brought to my attention but clearly not for a desire for Oil n Go to generate more money!!!!! I highly recommend Oil n Go and there is no place else I will ever go for an oil change!!!!!!

They are prompt, honest and reliable. Great service

Just wanted to say [redacted] at the Shelburne Rd Oil n Go does a great job every time I stop in. Courteous, knowledgeable and always has a positive attitude. I would and do recommend their services all the time.

Oil n Go at [redacted] in Essex Vermont provides quick and trustworthy service at a reasonable price. I've been a customer for years but today I'm taking the opportunity to boast about the whole gang there. I went in for an oil change and to have a leaky tire checked out. The technician repaired the tire but noted severe sidewall damage. He showed me the damage but more importantly explained the potential for blow out and recommended that at least, the tire should be mounted on the rear instead of the front. He continued to recommend an affordable replacement tire instead of me taking the chance with the damaged tire and offered to price the replacement. Long story short- the oil change, tire rotation, new tire, and all supplemental services cost me just $50 more than I the tire being replaced. They didn't even charge me for plugging the bad tire. I couldn't have gotten all this service any cheaper ANYWHERE! This has consistently been my experience with these folks. The technicians know their stuff and make me feel like they're looking out for me. I've been in sales for 38 years and I know good service. Thanks folks!

I've used this location of Oil n Go for quite a long time now and I have always been pleased with their service. They are quick, efficient, friendly, trustworthy and will go above and beyond to ensure that every customer leaves happy. I recall one day a customer had brought them cookies as a way to say thank you for something. I was surprised at the gesture, but now I know why. I had made a suggestion to have the dashboard of my car wiped clean (which is not a service typically done with an oil change) - and they happily did it. They pay attention to the detail and always strive to make their customers happy. They always end the sale with, "Thank you for buying local." I'm happy to give them a terrific review because they truly deserve it.

They were very careful of my car and did way more than I expected. A nice job, thorough and great customer service. Everyone was pleasant and there were lots of people waiting for cars. Busy place but not too busy to treat me like I was the only one there.

very efficient and pleasant. I have taken my son's car to this Oil n Go several times and always been pleased with the service. never a hard sell just informative. doing the job.
this time my auto was handled by [redacted] and [redacted] and I want you to know that they were pleasant and professional.
And I am pleased.
definitly will return for my future service.
thank you

This is a quality repair/service shop. They are honest and do a great job. My vehicle is a 1998 Subaru Forester. They have kept me sane by listening to my problems and solving them with humor because I panic when my car gives me problems. I can not say enough good things about the folks at Oil N Go in Essex. Thank you!!!!

I am absolutely impressed by the Oil n Go team at the Shelburne Road shop (Vermont). I went in on Friday, Oct 11, 2013 and was not only in and out in @ 15-20 minutes, they treated me respectfully, all the employees (I spoke with three) were in a great mood, polite and responsive. The service exceeded my expectations, they not only ran quickly through what I needed to know, they vacuumed and they listened to me (I was in a hurry to get out of town). I could tell that these employees are happy in what they do - they also must have good support from management because they had a good number of employees working so they could provide great service (so many places run understaffed so employees are tense and unhappy). I will be a return customer and I'm going urge my children and friends to visit the Shelburne Road shop.