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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.]The owner has rejected my request for reimbursement of my expense to correct work his business did improperlyThe owner’s response does not address this request with either agreement or refusalI continue to request reimbursement.The description of my character and of the telephone call is inappropriate and irrelevant to my request Regards, [redacted] ***
As I stated in my initial response, Mr*** voided our work warranty twice over, first by taking his vehicle to another facility rather than returning to us to resolve any supposed issue, and second by waiting too long to contact us regarding any supposed issue. Therefore all warranties are void and thus this matter is closed to us. Furthermore, since we had no opportunity to examine the vehicle or to have any reasonable discussion regarding the vehicle, we consider any issue to have occurred outside of our shop.However, if Mr*** is so dissatisfied with our service in general, then I suggest he initiate a credit card chargeback with his bank. If that gives him some manner of peace, then we will not dispute the chargeback.Once again, Cafe de Lube considers this matter closed.Thank you,*** ***ProprietorCafe de Lube, LLC
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]The owner has rejected my request for reimbursement of my expense to correct work his business did improperly. The owner’s response does not address this request with either agreement or refusal. I continue to request reimbursement.The description of my character and of the telephone call is inappropriate and irrelevant to my request.
Regards,
[redacted]
According to our records, Mr. [redacted] had his oil changed at our facility on September 9th,2015. My employee received a call from Mr. [redacted]’s wife on the morning of October 6th stating that Mr. [redacted] had taken the vehicle to a mechanic and they found that the vehicle’s engine oil cap had...
not been properly tightened. The employee took down the message and informed her that I would call her once I came into work. I returned her call late that afternoon when I started my shift. I asked her what the issue was that she had called about and she stated that they had taken the vehicle to a mechanic due to an oil leak, and that they would like their money back. I looked up the vehicle ticket in our system and confirmed the date and time they had the service done. I informed her that we have a (10) day warranty on all work done, as any issues related to oil change work nearly always occur within a few days. I also explained that have video records of the work we do so that if any issues do arise that we can review the video to be certain of what actually transpired. However, the video system records are only available for (2) weeks based on available storage of the system. I inquired as to why it took so long to notify us of the referenced issue and was told that they did not notice the oil spots earlier (contrary to Mr. [redacted]’s statement to the Revdex.com). I also mentioned to her that whenever there is an issue with automotive work, regardless where the work is done, it is very important to return to the facility where the work is done. I also mentioned that nearly all facilities have policies that if you do not return to them, then all warranties are void. I told her we do not have that policy. However, I told her that since it had been nearly a month since the oil service, and that because the vehicle was taken to another facility, there was no way of knowing if the oil cap had not been properly installed. Under those circumstances, I told her that I would offer to perform the next oil service myself personally to be sure that there were absolutely no issues. I also offered to perform that service at half price ($14) as (what I thought to be) a courtesy. I found her to be very respectful during our conversation and she never offered any opinion or comments, though I expected to hear them. She stated that she would inform her husband and we ended the call. About 5-10 minutes after the call ended I decided to call her back and ask if she would like me to talk to her husband directly to avoid any miscommunication, but before I could make the call I had a customer come in for service and thus I was detained. Then, not more than 5-10 minutes later the phone rang and it was Mr. [redacted]. Although never belligerent, he was appallingly rude, dismissive, disrespectful, and arrogant. After allowing me a greeting and to identify who I was, he would not allow me to speak. I waited patiently (1-2 minutes) for him to express his very long and insulting opinion / comments, after which I asked if I could speak. His reply was that the only words he wanted to hear from me was “Yes” or “No” as to whether or not we would reimburse him for the cost incurred. Again I requested the opportunity to speak, but he simply repeated himself, at which point I replied, very calmly, “No, not until I have the chance to speak”. This only served to infuriate him and his tone became incredibly demanding. I attempted one or two times further to speak to him in a calm and respectful manner, even commenting that he was being very rude, but to no avail as he continued his rant. Finally I became disgusted with him and his insulting demeanor and forcefully started speaking. I raised the tone of my voice just enough to talk over him, but remained respectful. I started to state that he was speaking to a former I.T. Manager / I.T. Consultant for many organizations including the “Kenosha Area Business Alliance”, as well as a 49 year old respected business member of the community and that I deserved the chance to speak. But before I could even complete that sentence I heard a dial tone as he had hung up the phone. I see according to Mr. [redacted]’s statement that it was the oil drain plug that was supposedly the issue and not the oil cap. Also in the statement he comments it had only been a few days when they noticed oil, rather than much later as his wife had stated. If he had afforded me the opportunity to speak and if we could have had a mutually respectful communication, then maybe we could have resolved this to a agreeable level. But since the vehicle was not returned to us, and he waited far too long to address the issue with us, and he was deliberately disrespectful at every possible level, we consider this matter closed. We at Café de Lube have always worked very hard to be certain that we do not cause issues, and we always resolve any issue we know to be our fault. We have further acted to resolve many, many issues for customers over the years that were not due to our facility, in order to build lasting relationships. We opened in August of 2008 at the beginning of the second worst financial crises of our country, and not only did we survive, but we grew at 20% per year over our first five years. That growth came from much sacrifice, hard work, and great difficulties. And most of that growth came from “word of mouth” references due to our work quality and forged relationships. We are the only oil change facility in our area to never cause major damage to a vehicle in the over (7) years of our existence. Lastly, I wish to make a few comments which are not intended to sound offensive or disrespectful to Mr. [redacted], just statements of reality. Based on his phone call, it is obvious that Mr. [redacted] feels that no human should ever make a mistake in life, though quite obviously we all do. And if Mr. [redacted] believes that the dealership he brought his vehicle to would have gladly reimbursed him for taking his vehicle to another facility, then he is sadly mistaken. If that dealership had changed his oil and he then found oil spots and took it to another facility, that dealership would have told him that his decision to take it elsewhere had voided their warranty policy. That is a fact of business. But my guess is that in his mind, the dealership is far too flawless to ever cause any issues… Thank you for your time. [redacted]ProprietorCafe de Lube, LLC.Cafe: 262-653-0038Lube: 262-653-0039Email: [email protected]
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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.]The owner has rejected my request for reimbursement of my expense to correct work his business did improperlyThe owner’s response does not address this request with either agreement or refusalI continue to request reimbursement.The description of my character and of the telephone call is inappropriate and irrelevant to my request Regards, [redacted] ***
As I stated in my initial response, Mr*** voided our work warranty twice over, first by taking his vehicle to another facility rather than returning to us to resolve any supposed issue, and second by waiting too long to contact us regarding any supposed issue. Therefore all warranties are void and thus this matter is closed to us. Furthermore, since we had no opportunity to examine the vehicle or to have any reasonable discussion regarding the vehicle, we consider any issue to have occurred outside of our shop.However, if Mr*** is so dissatisfied with our service in general, then I suggest he initiate a credit card chargeback with his bank. If that gives him some manner of peace, then we will not dispute the chargeback.Once again, Cafe de Lube considers this matter closed.Thank you,*** ***ProprietorCafe de Lube, LLC
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]The owner has rejected my request for reimbursement of my expense to correct work his business did improperly. The owner’s response does not address this request with either agreement or refusal. I continue to request reimbursement.The description of my character and of the telephone call is inappropriate and irrelevant to my request.
Regards,
[redacted]
According to our records, Mr. [redacted] had his oil changed at our facility on September 9th,2015. My employee received a call from Mr. [redacted]’s wife on the morning of October 6th stating that Mr. [redacted] had taken the vehicle to a mechanic and they found that the vehicle’s engine oil cap had...
not been properly tightened. The employee took down the message and informed her that I would call her once I came into work. I returned her call late that afternoon when I started my shift. I asked her what the issue was that she had called about and she stated that they had taken the vehicle to a mechanic due to an oil leak, and that they would like their money back. I looked up the vehicle ticket in our system and confirmed the date and time they had the service done. I informed her that we have a (10) day warranty on all work done, as any issues related to oil change work nearly always occur within a few days. I also explained that have video records of the work we do so that if any issues do arise that we can review the video to be certain of what actually transpired. However, the video system records are only available for (2) weeks based on available storage of the system. I inquired as to why it took so long to notify us of the referenced issue and was told that they did not notice the oil spots earlier (contrary to Mr. [redacted]’s statement to the Revdex.com). I also mentioned to her that whenever there is an issue with automotive work, regardless where the work is done, it is very important to return to the facility where the work is done. I also mentioned that nearly all facilities have policies that if you do not return to them, then all warranties are void. I told her we do not have that policy. However, I told her that since it had been nearly a month since the oil service, and that because the vehicle was taken to another facility, there was no way of knowing if the oil cap had not been properly installed. Under those circumstances, I told her that I would offer to perform the next oil service myself personally to be sure that there were absolutely no issues. I also offered to perform that service at half price ($14) as (what I thought to be) a courtesy. I found her to be very respectful during our conversation and she never offered any opinion or comments, though I expected to hear them. She stated that she would inform her husband and we ended the call. About 5-10 minutes after the call ended I decided to call her back and ask if she would like me to talk to her husband directly to avoid any miscommunication, but before I could make the call I had a customer come in for service and thus I was detained. Then, not more than 5-10 minutes later the phone rang and it was Mr. [redacted]. Although never belligerent, he was appallingly rude, dismissive, disrespectful, and arrogant. After allowing me a greeting and to identify who I was, he would not allow me to speak. I waited patiently (1-2 minutes) for him to express his very long and insulting opinion / comments, after which I asked if I could speak. His reply was that the only words he wanted to hear from me was “Yes” or “No” as to whether or not we would reimburse him for the cost incurred. Again I requested the opportunity to speak, but he simply repeated himself, at which point I replied, very calmly, “No, not until I have the chance to speak”. This only served to infuriate him and his tone became incredibly demanding. I attempted one or two times further to speak to him in a calm and respectful manner, even commenting that he was being very rude, but to no avail as he continued his rant. Finally I became disgusted with him and his insulting demeanor and forcefully started speaking. I raised the tone of my voice just enough to talk over him, but remained respectful. I started to state that he was speaking to a former I.T. Manager / I.T. Consultant for many organizations including the “Kenosha Area Business Alliance”, as well as a 49 year old respected business member of the community and that I deserved the chance to speak. But before I could even complete that sentence I heard a dial tone as he had hung up the phone. I see according to Mr. [redacted]’s statement that it was the oil drain plug that was supposedly the issue and not the oil cap. Also in the statement he comments it had only been a few days when they noticed oil, rather than much later as his wife had stated. If he had afforded me the opportunity to speak and if we could have had a mutually respectful communication, then maybe we could have resolved this to a agreeable level. But since the vehicle was not returned to us, and he waited far too long to address the issue with us, and he was deliberately disrespectful at every possible level, we consider this matter closed. We at Café de Lube have always worked very hard to be certain that we do not cause issues, and we always resolve any issue we know to be our fault. We have further acted to resolve many, many issues for customers over the years that were not due to our facility, in order to build lasting relationships. We opened in August of 2008 at the beginning of the second worst financial crises of our country, and not only did we survive, but we grew at 20% per year over our first five years. That growth came from much sacrifice, hard work, and great difficulties. And most of that growth came from “word of mouth” references due to our work quality and forged relationships. We are the only oil change facility in our area to never cause major damage to a vehicle in the over (7) years of our existence. Lastly, I wish to make a few comments which are not intended to sound offensive or disrespectful to Mr. [redacted], just statements of reality. Based on his phone call, it is obvious that Mr. [redacted] feels that no human should ever make a mistake in life, though quite obviously we all do. And if Mr. [redacted] believes that the dealership he brought his vehicle to would have gladly reimbursed him for taking his vehicle to another facility, then he is sadly mistaken. If that dealership had changed his oil and he then found oil spots and took it to another facility, that dealership would have told him that his decision to take it elsewhere had voided their warranty policy. That is a fact of business. But my guess is that in his mind, the dealership is far too flawless to ever cause any issues… Thank you for your time. [redacted]ProprietorCafe de Lube, LLC.Cafe: 262-653-0038Lube: 262-653-0039Email: [email protected]