Santa Maria Wash & Lube

On March Mrs[redacted] arrived at our oil change facility because she had the “change oil soon” light on her dashboard [redacted] explained to her that this was based on an interval since her last oil changeHe recommended she have her oil changedMrs [redacted] called her work to see if she had enough time to perform the oil changeShe pulled into the bay to perform the oil change and [redacted] began the service on her vehicle [redacted] greeted her and she requested synthetic blend oilThis was not recommended by the car manufacturer but many customers request it because it is a less expensive option than the full synthetic product lineMrs [redacted] talked to her husband after the service was complete and said that he did not want the blend but rather wanted the full synthetic serviceIt was explained to her that this would be an additional cost because of our cost of goods and to show good faith [redacted] gave her a percent discountShe agreed to this and we changed the oil againShe went home and her husband called back demanding a full refund because he had just had the oil changed two weeks ago at another shopHe stated that we took advantage of her because she was a woman and so [redacted] asked for his phone number so he could call me and get back to himMr [redacted] refused and became very angryOur employees followed procedures and recommend a service based on the information the customer presentedWe could not have know the oil had already been changed because the shop who did the previous oil change did not reset the oil lightIt was not a quart low as Mr [redacted] stated it was just that the previous shop did not correctly finish the service by resetting the oil lightThe correct oil was the full synthetic service and even though Mrs [redacted] requested the blend I would be happy to refund the difference between the two services which was $including taxWith the percent discount of $the refund balance would be $I think that is more than fair considering the circumstancesSincerely, [redacted] President Letters inc Dba Santa Maria wash and lube

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10550944, and find that this resolution is satisfactory to me Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10550944, and find that this resolution is satisfactory to me.
Regards,
[redacted]

On March 26 2015 Mrs.[redacted] arrived at our oil change facility because she had the “change oil soon” light on her dashboard. [redacted] explained to her that this was based on an interval since her last oil change. He recommended she have her oil changed. Mrs. [redacted] called her work to see if she had enough time to perform the oil change. She pulled into the bay to perform the oil change and [redacted] began the service on her vehicle. [redacted] greeted her and she requested synthetic blend oil. This was not recommended by the car manufacturer but many customers request it because it is a less expensive option than the full synthetic product line. Mrs. [redacted] talked to her husband after the service was complete and said that he did not want the blend but rather wanted the full synthetic service. It was explained to her that this would be an additional cost because of our cost of goods and to show good faith [redacted] gave her a 15 percent discount. She agreed to this and we changed the oil again. She went home and her husband called back demanding a full refund because he had just had the oil changed two weeks ago at another shop. He stated that we took advantage of her because she was a woman and so [redacted] asked for his phone number so he could call me and get back to him. Mr. [redacted] refused and became very angry. Our employees followed procedures and recommend a service based on the information the customer presented. We could not have know the oil had already been changed because the shop who did the previous oil change did not reset the oil light. It was not a quart low as Mr. [redacted] stated it was just that the previous shop did not correctly finish the service by resetting the oil light. The correct oil was the full synthetic service and even though Mrs. [redacted] requested the blend I would be happy to refund the difference between the two services which was $37.35 including tax. With the 15 percent discount of $17.17 the refund balance would be $20.18. I think that is more than fair considering the circumstances.
Sincerely,
[redacted]
President 
Letters inc Dba Santa Maria wash and lube

I met you on February 18, 2015 at your office to discuss my Reference P94[redacted]DRAY,...

$66.08.
We discussed the problem of fueling whereby I received no fuel whatsoever. You stated at that time that it could happen and to wait for my statement from Conoco and if it is marked NON-Fuel you would in fact know that I received no fuel. I did as you suggested and brought to you my statement and [redacted] said he would take the matter up with you and call me back. Never has he called, nor did I hear from you! In the meantime I have made several visits and calls to [redacted] to no avail. A copy of my visits and calls is attached and for some reason [redacted] keeps telling me that it was for a car wash. I have tried so hard to explain that I never had but a 5.00 car wash on that day. This issue has never been resolved by [redacted], and he now hangs up or won't see me. Further he tells me that you’re his brother-in-law and partner, and that when you return from Arizona, you would call me and settle this matter. I never heard from you or [redacted].
John, so important is communication that without it an organization cannot function and that is what believe and [redacted]s and our personality conflict is no communication.
| need your cooperation and payment of the $56.08. The fair-play by repaying me the money due to me.
Pride appeal, I do not wish this matter to go any further than it already has and I want you to keep the proud of- a good reputation of the community.
I want you to know how valuable [redacted] and [redacted] have been and very courteous to help you and I to settle this issue, they both have been extraordinary loyal employees. They were both present during our conversation together on February 18 and can verify our discussion on that day if that will help.
I offered to take the $56.08 in future visits, because I fill-up and get a car wash every two weeks, however, under the circumstances it would be best to receive a check for $56,08 to clear the record.
There are two sides to every story.”
Your cooperation would be greatly appreciated.
[redacted]

Review: My wife ([redacted]) went to the establishment because her vehicle was low on motor oil. She just needed a top off on the oil. Approximately 1quart . The service employee proceeded to conduct a full oil change. In the process he added the improper type of oil. Upon learning this I advised my wife (by phone) that the oil the employee was not the right type of oil. Upon relaying the information to the employee he removed the oil and filled the vehicle with he proper type oil. In the end my wife was charged for his mistake (improper oil) approximately $33 which brought the total to $112 when all she needed was approximately one quart of oil which should have been less than $10.Desired Settlement: Full refund and better training of employees on knowledge and customer service.

Business

Response:

I met you on February 18, 2015 at your office to discuss my Reference P94[redacted]DRAY, $66.08.We discussed the problem of fueling whereby I received no fuel whatsoever. You stated at that time that it could happen and to wait for my statement from Conoco and if it is marked NON-Fuel you would in fact know that I received no fuel. I did as you suggested and brought to you my statement and [redacted] said he would take the matter up with you and call me back. Never has he called, nor did I hear from you! In the meantime I have made several visits and calls to [redacted] to no avail. A copy of my visits and calls is attached and for some reason [redacted] keeps telling me that it was for a car wash. I have tried so hard to explain that I never had but a 5.00 car wash on that day. This issue has never been resolved by [redacted], and he now hangs up or won't see me. Further he tells me that you’re his brother-in-law and partner, and that when you return from Arizona, you would call me and settle this matter. I never heard from you or [redacted].John, so important is communication that without it an organization cannot function and that is what believe and [redacted]s and our personality conflict is no communication.| need your cooperation and payment of the $56.08. The fair-play by repaying me the money due to me.Pride appeal, I do not wish this matter to go any further than it already has and I want you to keep the proud of- a good reputation of the community.I want you to know how valuable [redacted] and [redacted] have been and very courteous to help you and I to settle this issue, they both have been extraordinary loyal employees. They were both present during our conversation together on February 18 and can verify our discussion on that day if that will help.I offered to take the $56.08 in future visits, because I fill-up and get a car wash every two weeks, however, under the circumstances it would be best to receive a check for $56,08 to clear the record.There are two sides to every story.”Your cooperation would be greatly appreciated.[redacted]

Business

Response:

On March 26 2015 Mrs.[redacted] arrived at our oil change facility because she had the “change oil soon” light on her dashboard. [redacted] explained to her that this was based on an interval since her last oil change. He recommended she have her oil changed. Mrs. [redacted] called her work to see if she had enough time to perform the oil change. She pulled into the bay to perform the oil change and [redacted] began the service on her vehicle. [redacted] greeted her and she requested synthetic blend oil. This was not recommended by the car manufacturer but many customers request it because it is a less expensive option than the full synthetic product line. Mrs. [redacted] talked to her husband after the service was complete and said that he did not want the blend but rather wanted the full synthetic service. It was explained to her that this would be an additional cost because of our cost of goods and to show good faith [redacted] gave her a 15 percent discount. She agreed to this and we changed the oil again. She went home and her husband called back demanding a full refund because he had just had the oil changed two weeks ago at another shop. He stated that we took advantage of her because she was a woman and so [redacted] asked for his phone number so he could call me and get back to him. Mr. [redacted] refused and became very angry. Our employees followed procedures and recommend a service based on the information the customer presented. We could not have know the oil had already been changed because the shop who did the previous oil change did not reset the oil light. It was not a quart low as Mr. [redacted] stated it was just that the previous shop did not correctly finish the service by resetting the oil light. The correct oil was the full synthetic service and even though Mrs. [redacted] requested the blend I would be happy to refund the difference between the two services which was $37.35 including tax. With the 15 percent discount of $17.17 the refund balance would be $20.18. I think that is more than fair considering the circumstances.Sincerely,[redacted]President Letters inc Dba Santa Maria wash and lube

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10550944, and find that this resolution is satisfactory to me.

Regards,