Super Express Lube, Inc.

Customer service I received was bad! When I took my car in to have it inspected I upfront told the gentleman to plz chk the tint on my window before he did anything because I wanted to make sure it would pass my husband who has recently passed away had them done for me for a gift and he always handled the inspection when it was time to do so...As I went into the office to wait for my car a little while later the gentleman returned and told me The charge was $33.75 for the inspection so after I paid him he then proceeded to tell me everything passed but the tint...He was rude and very sarcastic I ask him why he proceeded with the inspection I got no reply back...The manager then told me to hold on before I had the tint removed he was gonna call his boss man and see what he could do and he would call before the end of the day, this was at 830AM..I waited and waited and he never called...So I was upset at how I was treated I decided to remove the tent and take my car somewhere else...I was taking advantage of and treated poorly....Desired Settlement$33.75Business Response RE: Consumer ComplaintI will address the complaint in two parts: 1) the inspection procedures followed by the station, and 2) the behavior/attitude of those employed by the inspection station.The vehicle was inspected following proper inspection procedures in accordance with NC Administrative Code 19A 03D .0523 (d) ("Each station shall inspect any vehicle presented for inspection according to the year model, and type of engine except as provided in this section") and 19A 03D .0530 ("If a vehicle is disapproved, the inspection mechanic at the end of the total inspection shall advise the owner or operator of the defect or defects found during the inspection.")Once a customer has presented a car for an inspection, as a licensed inspection facility we are obligated to inspect that vehicle. The only situation in which a station may deny a requested inspection is in such a case that the station does not have a State-Approved, functioning photometer (to test window tint), in accordance with 19A 03D .0551 (a) (2).If a vehicle is disapproved for certification (fail) for any reason, then, in accordance with 19A 03D .0530 (1-3), the mechanic is to "1) Complete the 'Receipt and Statement' showing the vehicle was 'disapproved' and signed by the inspection mechanic. 2) Collect fees as prescribed in G.S. 20-183.7. 3) After giving the owner or operator the original copy of 'Receipt and Statement' explain to the owner/operator he has (60) days to bring the vehicle back to the inspection station for reinspection at no charge when the vehicle was disapproved for either safety or emissions defects."While it is understood that a customer may be upset that a vehicle does not pass an inspection for any number of reasons, and with the application of fees associated with a failed inspection, as a State-licensed inspection station we must adhere to the statutes and guidelines presented by the NC DMV. Failure to do so may result in penalties assessed toward the station in the form of fines, suspension/revocation of station licensure, and possible criminal charges. Regardless of the outcome of the inspection, procedures were followed within State guidelines and appropriate fees were levied.With regard to employee attitude and interaction: it is a company standard that all customers be treated with respect and a positive attitude, regardless of temperament. The customer is in no way responsible for the attitude of any employee, and if a customer feels that he/she was treated rudely or inappropriately, then it is our obligation to address the matter. Following adequate investigation, if it is determined that any employees acted outside of company standards, the matter will be addressed and appropriate disciplinary measures will be taken. The complainant will also be contacted personally, in hopes that an acceptable resolution may be found.[redacted]Area Manager - Snappy Lube