Spokane Quick Lube

The manager [redacted] has spoken with [redacted] last week as she even acknowledged by way of an email through the attorney generals officeThey have closed the caseI'm not sure what more we can do at this point

We are happy to do a refund but it is not resonable to provide a 30,mile warranty on the motor

On 1/3/ [redacted] brought her recently purchased vehicle in for an oil changeIn her complaint she states this is a new vehicle, it may be new to her but how ever it is not a new vehicleThis was a with 138,miles on itShe purchased an oil change, air filter, and tire rotationShe returned later that day with her husband stating several different issues1st she said there was no oil in vehicle as is was making a terrible ticking noiseThe manager on duty checked an in fact the oil was fullShe also stated that the battery light keeps coming onThis is an unrelated issue as our changing of oil and air filter had nothing to withHowever the manger was going above and beyond trying to help them out all the while her husband was very verbally abusive toward himthen her husband left the parking lot walking and knocked over our sign shaking mannequin breaking his arm leg and torsoThe manger still tried to help [redacted] out offering to jump vehicle as it now would not startIn her complaint she also states that we informed her that her rear brakes were bad when in fact it is noted on her invoice 3mm front padsShe also states that her tire was damaged during the rotation but never mentioned this while she and her husband were there that afternoonWe would have gladly looked at this issue if she had informed usWe do not believe a refund of any amount is dueHer oil change and air filter was 86$ there was no issue with either of them the tire rotation was 10$ and never once did she bring it back for this issue giving us the opportunity to inspect and fixI also have the security footage of her husband knocking over the mannequin causing damage to himThese mannequin cost around $is Mrs [redacted] and her husband going to replace or refund us for the damages caused to ours? Her original invoice number [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received, your complaint will be closed Administratively Resolved] 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 complaintFor your reference, details of the offer I reviewed appear below The general manager did call after my complaint to the attorney general's office, but my complaint remains unresolvedI don't seek compensation or anything of the sort: I only want to know what the business' protocol is for determining when to advise services or not, and for the business to take a look internally at what it recommends to customersInstead, I've gotten mixed messages and general denials: To paraphrase, I've heard: We don't ever recommend services customers don't need because we testAnd I've also heard: We go by general service recommendations and you can test if you need to.I would like my complaint posted so that other customers may make informed choices Regards, [redacted] ***

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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received, your complaint will be closed Administratively Resolved] 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 complaintFor your reference, details of the offer I reviewed appear below I phoned the manager today but was told he was not inFrankly, I don't believe that he ever called me in the two months since I raised the complaintMy voicemail has been operational during the time that he said my voicemail was not set upFurther, his response to date doesn't answer my questionYes: There is a tool that can detect whether coolant needs to be changed, but there is no indication it was used in my case, and prior phone calls (as stated in my complaint) said no readings were recordedAlso, I retrieved receipts showing that my coolant and air filter were changed in February, as I stated in my complaintSee description under "JobMajor Service - 2.2/SOHC," in the attached fileI just feel, at this point, that there's continued dishonestyI'm not seeking anything financial; I just want to talk to someone in charge about the business' practices, and get an explanation as to what happened and how they might alter thingsThere's no will to make any changes, only denial Regards, [redacted] ***

We will contact the customer directly Eric P**

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and agree with the refund portion of the response from the business as long as we do not have to sign any documentation releasing liability for damages.Sincerely, *** ***

Customer is welcome to call our area manager to make an appointment to view the footage.TJ D***509-294-

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received, your complaint will be
closed Administratively Resolved]
Revdex.com,
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below
The business did send a claim to their *** company, *** ***, who did a vehicle appraisalUpon completion of the appraisal, the appraiser claimed that this was obvious negligence and that the company's *** agency should contact me by the end of that business week to sa method of payment for the vehicle damages***'s response was per their insured, and, as was verified over the phone by their agent, Spokane Quick Lube was afforded the ability to make the ultimate decision as to whether or not the *** company would take liability - Spokane Quick Lube decided they were not negligent or liable and therefore they would not be having their *** company pay for the damageAfter consulting with numerous mechanics on the matter, their expert opinion consensus was that damage could have occurred from one of two ways: 1) pressure buiforced the oil filter to blow off, which would result in damage to the threading where the oil filter is attached - this damage is not present - 2) improper installation of the oil filter, either not screwing the filter on completely, or not properly tightening the filter using an oil filter wrenchThe expert consensus was that option two was the only possible cause of the damage to the vehicle; negligence on behalf of Spokane Quick Lube and their employees.Spokane Quick Lube's response does not in any way resolve my complaint, as they simply stated that the claim was sent to their *** company, which was already stated in my complaintA resolution to me would be paying for the damage to the vehicle and personal compensation, or coming to an mutual agreement, paying for the damage to the vehicle, at the very least
Regards,
*** ***

We did service the vehicle on 3-10-2017, however we only performed a Basic Service oil change which did not include topping any fluids offWe did recommend a few services as well as spoke with the customer regarding the anti freeze coolant leak on arrival and that there was a stop leak formula in
the system, we noted this on the invoice as well and the customer signed and acknowledge thisWe also have camera footage of the service and the coolant was NOT drained.We work very hard to ensure we deliver on our service and take care of our customers.Eric P**

This is regarding complaint *** ***We attempted to call and emailed her regarding her transmission serviceI will continue to attempt to contact and will most definitely redo service for her as well as a free oil change for the futureMy name is TJ I am area manager for Spokane
QuicklubeI can be reached at (509)294-***

The issue was turned over to our [redacted] company and is out of our hands. If customer is unhappy they need to contact [redacted].

Complaint: [redacted]
I am rejecting this response because:Video footage was mentioned by the business proving there was no wrong doing. I'm rejecting their response until that proof can be provided.
Sincerely,
[redacted]

Ms. [redacted]My name is ** I am the manager at Spokane Quicklube. I tried to contact you at the number listed here for you but it is voice mail that is not set up. I would like to talk with you regarding this matter. I assure we do not attempt to sell services that are not needed, we have a very...

goo reputation in  this community with our customers and would very much like to keep it that way. In regards to the test on your coolant we use Hannah electrode PH testers. What they test for is the acidic level in the coolant from breakdown. Please feel free to contact me at [redacted] so that we can discuss this matter in detail. I Look forward to speaking with you.Sincerely [redacted]

We have called the customer and resolved the issue and provided a gift certificate

On 1/3/2018 [redacted] brought her recently purchased vehicle in for an oil change. In her complaint she states this is a new vehicle, it may be new to her but how ever it is not a new vehicle. This was a 1998 with 138,000 miles on it. She purchased an oil change, air filter, and tire rotation. She...

returned later that day with her husband stating several different issues. 1st she said there was no oil in vehicle as is was making a terrible ticking noise. The manager on duty checked an in fact the oil was full. She also stated that the battery light keeps coming on. This is an unrelated issue as our changing of oil and air filter had nothing to with. However the manger was going above and beyond trying to help them out all the while her husband was very verbally abusive toward him. then her husband left the parking lot walking and knocked over our sign shaking mannequin breaking his arm leg and torso. The manger still tried to help [redacted] out offering to jump vehicle as it now would not start. In her complaint she also states that we informed her that her rear brakes were bad when in fact it is noted on her invoice 3mm front pads. She also states that her tire was damaged during the rotation but never mentioned this while she and her husband were there that afternoon. We would have gladly looked at this issue if she had informed us. We do not believe a refund of any amount is due. Her oil change and air filter was 86$ there was no issue with either of them the tire rotation was 10$ and never once did she bring it back for this issue giving us the opportunity to inspect and fix. I also have the security footage of her husband knocking over the mannequin causing damage to him. These mannequin cost around $225 is Mrs [redacted] and her husband going to replace or refund us for the damages caused to ours? Her original invoice number [redacted].

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]
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.
The general manager did call after my complaint to the attorney general's office, but my complaint remains unresolved. I don't seek compensation or anything of the sort: I only want to know what the business' protocol is for determining when to advise services or not, and for the business to take a look internally at what it recommends to customers. Instead, I've gotten mixed messages and general denials: To paraphrase, I've heard: We don't ever recommend services customers don't need because we test. And I've also heard: We go by general service recommendations and you can test if you need to.I would like my complaint posted so that other customers may make informed choices. 
Regards,
[redacted]

The manager [redacted] has spoken with [redacted] last week as she even acknowledged by way of an email through the attorney generals office. They have closed the case. I'm not sure what more we can do at this point.