Pennzoil Plus Quick Lube

I have been going to the The Pennzoil Plus Quick lube since I bought a house in Oak Creek in 2007.
They have always been honest and up front and they go above and beyond for the customer, case in point... the night before a major snow storm I was getting my snowblower ready and the tire was flat, I didn't have the tools/air compressor to re-inflate it. I took it to Them at 6:55 PM ( they close at 6 PM) and they stayed late for another 45 minutes to help me get this fixed of no charge!
you might say this is just good customer service to grow a customer base, but how many other quick lube places would do this??
They don't try and do up sells on filters and fluid changes like most other quick lube chains do, this is exactly why I keep going back, the staff at Pennzoil in Oak Creek actually KNOW cars and not just how to change oil.
They may not always be the cheapest but they are a locally owned business and do a great job quickly.

Review: On Sept. 2nd, 2015 at around 15:30pm I went to this business to get an oil change. I got out of the car and gave the attendant some personal info for their system, then he asked me for the mileage. I had to go back into my car and turn it on to get the mileage. I never had to do this before at an oil change place. He then asked me what oil I wanted in my car. I told him that I wanted a summer weighted oil and to verify, check the owner's manual. Again, I never had this asked before. After approx. 5 mins of supposedly full service, I was told that my car was done and if I ever heard a squealing sound when I started my car. I said no. He said, well your serpentine belt has a cut in it. I asked him to show me. So after settling with the bill, he opened my hood to show me the cut. I thought it strange that the cut was in full view and the exact position to view it properly ( or, to cut it easily ) Then, another attendent filled up my windshield washer fluid, which I thought was kind of strange, since it was completely empty, and I was told earlier that my car was done. At that same time, I was offered to replace the belt, and that they offered other mechanic services. I declined. I also noticed after I puled away that my tire pressures were similar to when I got there and they were not even PSI levels. Also, I noticed that my windows were not washed. So, I paid for, but did not get full service. So, a few days later I took the car in to a local very reputable shop that hires ASE certified mechanics, and I asked that they replace the belt, give me their opinion of how the belt got cut, and to give me the belt. When I picked up the car, they stated that it looked like the belt was cut by a person. The belt was aftermarket and had been replaced since the car was bought new, and the belt, except for the cut, was in great shape! I contacted the owner a few days later and she was very defensive, and said that they needed to do an investigation which would include asking the attendents if they cut my belt, and looking at the camera results. The next day, I called the owner and she said that they didn't see anything that would indicate that one of her employees cut my belt. They offered for me to see the camera results, but I declined because I knew that it would be useless. If I was an employee, I would know about the camera and not obviously cut a belt so that it looked like I did. Plus, it could have been cut from the bottom, rendering the camera useless. No employee is going to own up to it. Then she stated that she doesn't hire employees that would do something like that. She then asked if I could stop by to show her business partner ( basically a man with the same name as her's and probably her husband ) so that he could see the belt. I agreed. I stopped by and he barely looked at the belt and almost as if he didn't want to see the cut due to guilt. He was defensive as expected, and was changing another serpentine belt on a different car. I thought to myself, this guy ( and his cohorts ) has a serpentine belt racket going on. I have only been there twice, mine was in good shape, so they cut mine, and now here he is changing out another one! I keep my car in great shape and up until 10,000 miles earlier, the car was inspected under warrant at a reputable local GM dealership. Approx. 3000 miles earlier, I had an oil change and the belt was not cut then. So they are trying to have me believe that in the previous 3000 miles before I brought it in, that something came flying up from the road and cut my belt. I disagree with this assessment, and so does the ASE certified technician. If the car was running and the belt spinning and something came up and cut it, it would be a much different looking cut, plus the belt is not dry rotted, so it didn't cut or crack in it's own. I also want to state that when I was with the husband/part owner in the oil change place, I asked him if he was a mechanic. He stated that he worked on cars. I work on cars, too, but that doesn't make me a mechanic. I then asked him to see his credentials, he said that he didn't have them there. If I was a certified mechanic and was at a place of business offering mechanic services. wouldn't one think to have his credentials available in case a customer would like to see them? I am working on getting written statements from the ASE certified mechanic and from the previous oil change place.Desired Settlement: At the minimum, I should be offered full service at a reduced rate the next time I come in, since I didn't get full service the last time that I came in. I want them to pay for my cut belt and labor to install, as I believe that one of their attendents cut it, even though I cannot prove it.

Business

Response:

This customer first called the [redacted] on September 9, 2015, to discuss the complaints described above. He blamed our technician for cutting the serpentine belt on his vehicle, based on the opinion of another, independent mechanic, who was not present during the servicing of the vehicle. Our [redacted] said she would have to look into the issue and get back to him. After gathering information from the [redacted] and the lube technician who worked on the vehicle, as well as reviewing actual video footage of the entire oil change procedure; it did not appear that anything was done to damage the serpentine belt. On September 10, 2015, after speaking again with the [redacted], the customer stopped by the shop to discuss the issue with our [redacted] (who is also [redacted]). He showed [redacted] the serpentine belt in question. [redacted], upon inspecting the serpentine belt, noticed that the cut in the belt was not a straight cut, but had a slight curve to it; unlike what the customer described over the phone based on the independent mechanic’s observation. [redacted] proceeded to show the customer a serpentine belt with slight wear and tear to demonstrate that cuts and tears can appear over time due to various environmental or engine-related factors. The vehicle used to demonstrate this was [redacted]’s own vehicle, not another customer’s. In addition, [redacted] offered to show the customer the actual video footage of the entire oil change, but the customer refused to view it. The video shows no indication of any tampering with the belt. Based on our review, we cannot hold any of our employees responsible for the damage to the serpentine belt. There is no evidence to support that our employees are responsible. Therefore, we cannot refund the customer for the cost of his replacement serpentine belt. We are a shop that holds our employees to a high standard and if we found out one of them purposely did damage to any part of a customer’s vehicle; we would promptly take action to remedy the situation. However, in this case, we do not find them at fault. As for the customer’s dissatisfaction with the oil change itself, if our technician omitted any of the included services (such as washing the windshield, checking tire pressure), it is not acceptable. For that reason, we offer the customer a refund of $20.00.

Business

Response:

In response to the customer’s most recent reply, we provide the following in attempt to address some of the issues and opinions he set forth:--We never tried to hide the fact we are indeed a small, family owned business. We are proud of the fact we have remained a locally owned and operated business for the past 15 years. When we communicate with customers, we simply prefer to use our business titles and roles in order to relate to our customers in a professional way. Regardless, whether we are corporate owned or family owned, this seems to provide no relevance to the issue at hand.--[redacted] did attempt to evaluate the belt more thoroughly; however, the customer did not want to take time to allow [redacted] to view it. The customer left the shop abruptly without allowing further communication to take place. --The car that had the serpentine belt that [redacted] tried to show the customer as an example was indeed [redacted]’s own vehicle. This can be proven by Wisconsin vehicle registration documents matching up the make, model, and license plate (the vehicle there that day can be shown on surveillance video).--While trying to discuss the issue with the customer, [redacted] was not trying to compare his qualifications with any other mechanic. He was generally speaking from mechanical knowledge gained from over 30 years of automobile repair and service experience which includes everything from simple diagnosis to complete teardown and rebuilding of engines. We have numerous repeat customers who come to [redacted] as their first choice to do mechanical work on their vehicles.--We are an automotive facility that can offer our customers a wide range of services beyond oil changes; although oil changes are, of course, our main service. We provide many services beyond that such as air filter replacement, windshield wiper replacement, transmission flushes, coolant flushes, battery replacement, belt replacement, A/C charging, tune-ups, tire replacement, etc…all in order to save our customers time in going somewhere else for those services. We can generally provide these services faster than our competitors but still at a reasonable cost. In fact, our listing on the Revdex.com web site puts us in the category of “General Automotive Repair”, among others.In summary, it is unfortunate the serpentine belt on the customer’s vehicle incurred damage and had to be replaced. However, we do not appreciate being blamed for this matter especially since the facts remain that serpentine belts do become worn and damaged for any number of reasons, the customer does not have any evidence to support his allegation, and our own review of the issue including video camera footage shows no indications of tampering with the belt. Therefore, we cannot offer any additional reimbursement to what we presented in our initial response. We invite the customer to take whatever further action he wishes, because we remain confident we are not at fault for the damage to his serpentine belt.

Consumer

Response:

Review: Technician was rude and services that the receipt said were performed, were not. Dripped oil on car, left it there, didn't clean up, forgot to tighten something up or take off of vehicle, when driving home something fell off.Desired Settlement: Will not go back to business, I would like a refund of the services. To replace what fell off of my vehicle due to negligence.

Business

Response:

Our manager contacted this customer via telephone the day

after receiving the complaint to discuss her concerns personally with her. [redacted] stated that if our technician was

rude in any way, that was not acceptable; and [redacted] would talk to him to reiterate the

necessity of positive customer interaction.

Based on a review of video camera footage of the oil change, the

services applicable to the customer’s vehicle were completed. [redacted], who was the bottom technician

during the service, did not notice any visible drips at the time of service and

remembers tightening everything properly.

The customer could not describe specifically what happened when driving

home and, afterward, the vehicle seemed to operate normally. Therefore, any noise or bump experienced was

most likely unrelated to the oil change. At the end of the telephone conversation, the customer seemed

to be satisfied and pleased to be given an explanation to address her

complaint. [redacted] told her that

next time she comes in for service on her vehicle, we would be happy to give

her a discount. This is to show her we

value her as a customer and appreciate her business.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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,

Review: The store advertises oil change for 39.99 but when I went there ( I have a small hatchback car) they charged me 52.00 with taxes. I asked what about their advertised price. They answered it doesn't apply!!

Total scam!!Desired Settlement: I need an apology and full refund as well as removing that advertisement if they won't go by it

Business

Response:

In order to respond to this complaint, we just want to confirm we have the right information. According to our records, there was a customer with the last name [redacted] (but different first name) listed on the receipt for an oil change on June 12, 2014. The vehicle was a 2010 Chevrolet Aveo. The total cost was $48.55 (including sales tax), which included $36.99 for the base oil change plus $8.99 for the oil filter which the Aveo requires (some vehicles require specialty filters). Please verify that this is the vehicle and service in question. Also, our standard full-service oil change price is $36.99. Please let us know where the price of $39.99 was advertised so we can review that. We can further respond to this complaint after the above information is confirmed. Thank you!