SpeeDee Oil Change & Tune-Up

Attached are pages copied "*** ***" a online subscription service which is an aid for technicians to use when performing a specific serviceIt does not require or even recommend a parking brake adjustment as part of a rear brake service on the customers vehicleIt actually shows that it is
not possible to adjust the parking brake as part of this service
It is not unusual for the calipers to stick when new brake pads are installedThis is even more probable given the fact that the vehicle has 200,miles
The customer was given a discount (about $150.00)on the second service because he had to return and wait for his car a second timeI believe that if we are at fault for anything it is not replacing the calipers as part of the original brake service, this is why the manager gave him the discount
Just a last note, it is EXTREMELY unlikely that the brakes had not been service prior to this event, rule of thumb is that brakes last about 40,milesI have seen them last twice as long as this if the vehicle has been used for almost exclusive highway driving, but 200,miles is beyond anything I have ever seen

This letter is to inform you that the complaint against Spee Dee Oil Change has been resolved in a friendly manner.Thank you  so much for your help in this matter. We appreciate your involvement.

I do not understand the current problem as described, but as he said brakes are a safety issue so I would urge him to return to Speedee so we can review the condition. No charge $$

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I suppose this is a he said, she said situation.  I have all service records for the vehicle and No Brake service had been done to the car prior to the visit to the Speedee store.  Of note - I do not note any discount on my invoice and hence the request for such a discount was requested.  Additionally, the claim that the repair could be done without any alteration to the emergency brake may be the case, however it is clear that the technicians DID alter the brake.  It now will gain speed in a drift in the Neutral position while attempting to engage the brake.  I need to have this repair done - making it my 3rd trip to the store for brake matters.  Braking is a significant safety issue and I do not believe my car would now pass a simple VA State inspection with the emergency brake in its current state.  I would now like to take my car to a Ford Dealership and Speedee pick up the tab since they can not simply repair the car properly.

Review: Our complaint is against Speedy Lub and Oil of Manteca [redacted] owner/manager [redacted].

On Oct. 9, 2015 we took our vehicle, a 2013 Nissan Murano with approximately 19,000 miles to be serviced at Speedy Lub. The vehicle was absolutely free of any blemishes. Upon delivery, after the service, there was $839.12 body damage to the right rear quarter panel. See attachment from [redacted].

We are positive there was no damage to the vehicle prior to turning the keys over to Speedy Lub. That morning my wife took newspaper to the garage right next to the right side of the car. She certainly would have noticed any damage to that extent. She also followed me in another vehicle and no damage was notices at that time.

I noticed the damage immediately after paying the bill and picking up the keys at which time I had an employee assess the damage. She said they would look at a tape to see if there was any evidence. The owner, [redacted] came out in about a half hour and said the video showed no indication of their responsibility. I asked to see the tape. The TV screen was small and on a ledge in the office. [redacted] flipped through each screen quickly but I did get a glimpse of our car in one of the bays showing no evidence of damage. I took a picture of that screen shot with my phone. He quickly went through a few more minutes of the tape not giving me availability to study it carefully.

[redacted] and I went out to the parking lot to view the damage. He claimed no responsibility and basically told me to pack sand. After arguing he said to go to [redacted] and get an estimate which I did within the hour.

After receiving the estimate he indicated he would turn it over to his insurance company and call me the following day, Sat. Oct. 10th regarding the disposition. No call was received. I called him on Mon. Oct. 12th and he said he and his partner decided to disregard our claim.

I asked him on what basis he used to make that determination. He said the tape showed no responsibility. I asked to see the complete tape and he said he would send me the PDF file the next day. Of course that never happened.

A friend of mine suggested I call [redacted]’s partner/brother [redacted] who he thought to be responsible to attempt a resolution. [redacted] operates the Speedy Lub in Tracy. I left my name and number the first time I called two days later and [redacted] answered. I explained the situation. I feel he was well aware of the situation as he said he had been in contact with his brother regarding the issue. He indicated he would review the situation and call me with a decision the next day. As yet I have received no call.Desired Settlement: We feel Speedy Lub was responsible in that our vehicle was damaged while in their care. I can provide photos of the undamaged car in the bay at Speedy Lub and the damage as seen prior it in their lot. (Dialment Law).

We respectfully submit our claim to you in the hopes that you can assist Speedy Lub in doing the right thing.

Respectfully submitted for consideration.

[redacted] and [redacted]

Business

Response:

In response to [redacted]’s complaint, first off [redacted] is my brother but not my partner in Manteca Speedee, so he has nothing to do with this. We did review the tapes together and I did send him a copy of the video via email, apparently he didn’t receive them so I will copy them to a flash drive and mail them to him so he can watch it on whatever size TV he wants. The video shows nothing comes close to the vehicle to cause it damage. Besides everything in the shop is painted yellow. I understand his argument but you also have to understand mine. Nothing comes close to his vehicle during servicing. So when [redacted] receives the flash drive, [redacted] can review the tapes and after doing so, he can call me @ [redacted] and we can go over them together in a calm fashion

Consumer

Response:

This letter is to inform you that the complaint against Spee Dee Oil Change has been resolved in a friendly manner.Thank you so much for your help in this matter. We appreciate your involvement.

Review: On April 13 I took my car to the Speedee lube center in [redacted] for a routine oil change. During this visit the technician suggested replacing the rear brakes as they were nearing the end of their life. I agreed as the car was nearing 200,000 miles and had never had any brake work done. The rear brake pads were replaced and I was on my way. As the days went by, I noticed some brake noise and significant change in gas mileage and I became suspicious that my brakes were dragging causing my concerns. I returned to the service center on April 27 only to have my suspicions confirmed. The technician and manager of the center did the evaluation and repair. He told me that the emergency brake had been over adjusted causing the decrease in performance. He stated the brake calipers, "Were shot" and needed to be replaced for an additional $400 plus after the $225 already spent. I asked about some type of discount due to the prior work causing the problem and he said that the emergency brake was never touched. I find this hard to believe as I stated before - I've never had any prior brake work done to the car until April of this year. I have reached out to the Speedee corporate offices only to get emails confirming receipt of my complaint.Desired Settlement: I believe the first repair only set up and led to the second visit and subsequent repair. Poor workmanship led to this and I request refund for the initial visit.

Business

Response:

Attached are 5 pages copied "[redacted]" a online subscription service which is an aid for technicians to use when performing a specific service. It does not require or even recommend a parking brake adjustment as part of a rear brake service on the customers vehicle. It actually shows that it is not possible to adjust the parking brake as part of this service.

It is not unusual for the calipers to stick when new brake pads are installed. This is even more probable given the fact that the vehicle has 200,000 miles.

The customer was given a discount (about $150.00)on the second service because he had to return and wait for his car a second time. I believe that if we are at fault for anything it is not replacing the calipers as part of the original brake service, this is why the manager gave him the discount.

Just a last note, it is EXTREMELY unlikely that the brakes had not been service prior to this event, rule of thumb is that brakes last about 40,000 miles. I have seen them last twice as long as this if the vehicle has been used for almost exclusive highway driving, but 200,000 miles is beyond anything I have ever seen.

Consumer

Response:

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

I suppose this is a he said, she said situation. I have all service records for the vehicle and No Brake service had been done to the car prior to the visit to the Speedee store. Of note - I do not note any discount on my invoice and hence the request for such a discount was requested. Additionally, the claim that the repair could be done without any alteration to the emergency brake may be the case, however it is clear that the technicians DID alter the brake. It now will gain speed in a drift in the Neutral position while attempting to engage the brake. I need to have this repair done - making it my 3rd trip to the store for brake matters. Braking is a significant safety issue and I do not believe my car would now pass a simple VA State inspection with the emergency brake in its current state. I would now like to take my car to a Ford Dealership and Speedee pick up the tab since they can not simply repair the car properly.

Business

Response:

I do not understand the current problem as described, but as he said brakes are a safety issue so I would urge him to return to Speedee so we can review the condition. No charge $$