Pennzoil-Quaker State

Ms [redacted] needs to refer to the owner's manual for her car. A copy of the page of the manual covering service intervals is attached.The manual states that premium maintenance is a [redacted] recommended option that is suitable for all driving habits and local conditions.Please note that schedule... 2, the schedule that [redacted] at Monroe Muffler stated, “every 7,500 miles or 6 months, whichever comes first”, applies generally to highway driving”, no stop and go, “in temperate conditions”, no hot or cold climate.As Ms [redacted] ’s Nissan is in the [redacted] area it is exposed to stop and go traffic and a wide variety of temperatures, both of which are covered using schedule 2.We continually train our technicians on the importance of the correct lubricants for vehicles and our software gives us the manufacture’s recommended fluids. As you can see this is what was done for [redacted] .We are sorry Ms [redacted] is not happy with our service but we were giving the proper information and lubrication for her vehicle.This should conclude complaint ID [redacted] .I hope this answers your questions. If not you can reach me at telephone number ###-###-####. Sincerely, [redacted] , owner / member

Customer states that her 2005 Cadillac Escalade with 171,905 miles immediately broke down after leaving our shop. We sent an employee to her location, approximately 5 miles from our shop to check our work. He brought oil, a new filter, & various tools to remady anything directly related to our...

service. She also stated that the manager refused to give her contact information. The manager personally gave her  phone numbers, owner's names, and email addresses to file a complaint, on three separate occasions.  Customer states that the vehicle had no leaks or previous issues prior to us servicing her vehicle. On the signed work order, it states that the check engine light was on, the transmission lines leaked, oil pan gaskets leaked, rear main seal leaked, and the transfer case leaked. These were the leaks that we could physically see, there could be others.Upon our employee arriving at her location, it was determined that an oil cooler line had blown. During our service we do not tend to nor get near any oil cooler lines. Our employee had pointed out to the customer and her boyfriend the location of the blown oil cooler line, and the locations of fluids we check during our service. None of which are located in the same area. Most oil cooler lines have rubber hosesand metal fittings, over time these oil lines can become swollen, brittle, and are prone to leaking.We forwarded information regarding the failure of oil cooler lines on older Escalades to the customer. She had replied that the failure was not transmission cooler lines. We responded that we knew it was not a transmission cooler line failure, that it was an oil cooler line failure.We all understand her frustration of the inconvenience the failed oil coolant line caused.e wish she understood that we added an additional 6 quarts of oil and sent an employee out to check on her vehicle only to find it had nothing to do with the oil change. We did not invoice her for any of the call out or the additional oil. We are sure she will find that a reputable mechanic will give her the same information we provided when the mechanic sees the vehicle. We only hope that she is responsible enough to apologize to our employees and manager for the way she mistreated them.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Ms [redacted] needs to refer to the owner's manual for her car. A copy of the page of the manual covering service intervals is attached.The manual states that premium maintenance is a [redacted] recommended option that is suitable for all driving habits and local conditions.Please note that schedule...

2, the schedule that [redacted] at Monroe Muffler stated, “every 7,500 miles or 6 months, whichever comes first”, applies generally to highway driving”, no stop and go, “in temperate conditions”, no hot or cold climate.As Ms [redacted]’s Nissan is in the [redacted] area it is exposed to stop and go traffic and a wide variety of temperatures, both of which are covered using schedule 2.We continually train our technicians on the importance of the correct lubricants for vehicles and our software gives us the manufacture’s recommended fluids. As you can see this is what was done for [redacted].We are sorry Ms [redacted] is not happy with our service but we were giving the proper information and lubrication for her vehicle.This should conclude complaint ID [redacted].I hope this answers your questions. If not you can reach me at telephone number ###-###-####. Sincerely,[redacted], owner / member

Review: I have been getting my oil changed at this Pennzoil since I purchased my car in 2013. I had no complaints about the service I have received until Monday, September 20, 2014. I needed an oil change and I decided to go to [redacted] because of the oil change promotion they were having that was far more cheaper than what I normally pay at Pennzoil. While I was waiting to get my oil change, the manager [redacted]) informed me that I did not need to get my oil changed and immediately informed me that I was being ripped off. As it was explained to me by both of the [redacted] employees, my car (2009 Nissan Altima) uses synthetic oil and should only be changed EVERY 7500 MILES OR EVERY 6 MONTHS. The manager at [redacted] asked to see my last receipt from Pennzoil and then showed me how they (Pennzoil) was ripping me off. The employees at Pennzoil were scheduling to change my oil every 3000 miles FULLY KNOWING that my car uses synthetic oil and the required mileage for an oil change using synthetic oil. The manager also informed me that my maintenance light that informs me when my oil change is due WAS TURNED OFF.Everything in my car was preset when I purchased it. I have all the receipts of all the "scheduled" oil changes from this location.Desired Settlement: I would like to settle this at the lowest level. They do not need the shame and public humiliation and I do not have the time between working two jobs. A car is a huge financial liability. I have given Pennzoil a lot of my service and money that I did not have to pay. They repay me with fraud. I would like a total refund of ALL SERVICES I have paid for from this Pennzoil location. They are completely dishonest people. The corporate office has been contacted about this fraudulent act as well.

Business

Response:

Ms [redacted] needs to refer to the owner's manual for her car. A copy of the page of the manual covering service intervals is attached.The manual states that premium maintenance is a [redacted] recommended option that is suitable for all driving habits and local conditions.Please note that schedule 2, the schedule that [redacted] at Monroe Muffler stated, “every 7,500 miles or 6 months, whichever comes first”, applies generally to highway driving”, no stop and go, “in temperate conditions”, no hot or cold climate.As Ms [redacted]’s Nissan is in the [redacted] area it is exposed to stop and go traffic and a wide variety of temperatures, both of which are covered using schedule 2.We continually train our technicians on the importance of the correct lubricants for vehicles and our software gives us the manufacture’s recommended fluids. As you can see this is what was done for [redacted].We are sorry Ms [redacted] is not happy with our service but we were giving the proper information and lubrication for her vehicle.This should conclude complaint ID [redacted].I hope this answers your questions. If not you can reach me at telephone number ###-###-####. Sincerely,[redacted], owner / member