The Lube Stop, Inc.

Lube Stop did not cause any damage to the vehicle but our service did inadvertently cause the check engine light come onLube Stop paid to have the light professionally reset and I'm happy to report that both parties are happy with the solution

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 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.]
Ms***,Other than the last communication, neither representative offered to have my vehicle inspected, nor has anybody reached out to me do so. The only communication I received from the representatives was "it's not our fault." Obviously I would not be pushing the issue this hard if the dealership thought otherwise nor have I been offered any proof that it they are not at fault. I have only repeatedly asked that insurance investigators inspect the vehichle as per ***'s advice. I have made no threats against this company but I do reserve my right to seek legal counsel. For a company that claims to not be at fault, they have lied in this correspondence about inspecting my car and then backpeddled, a representative asked the dealership to make a statement and was subsequently asked to leave the premises, and STILL nobody had reached out to me about inspecting my car. Again, my claims can all be backed up by the GM and the mechanic at ***.My repeated requests to have the car inspected were ignored and they have never reached out to me to facilitate it
Regards,
*** ***

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 complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Dear ***,These are the facts. My car was serviced on 5/11/2015. On 6/23/2015, the car started making a noise and I took it to ***. At that time, the problem, as already explained, I was told to take the car home and do not drive it. It has not left the spot in my driveway since that night. The car, at no time, was left at the dealership, making it IMPOSSIBLE for a representative of Lube Stop to go to the dealership and inspect the vehicle. This can be confirmed with Amy in the service department at *** in Wickliffe. I am the ONLY PERSON who was ever with the mechanic and the car. Shame on Lube Stop for fabricating such a lie. I have asked numerous times for one of their representatives to look at the car. This seems to be the same scripted answer Lube Stop gives along with the "video shows we did nothing wrong" along with all their other complaints. They were the last people who serviced my car, and oil doesn't go "missing" after a month nor what could be found look so black that the mechanic said it looked like the car never had an oil change. At the very least, they could inspect the car. I will not let this matter go. I was forced to find alternate ways to work, and put in a financial bind. Am I seriously supposed to take their word on a video when they flat out lie about inspecting my car?????? Maybe contacting the Attorney General is a better idea. THEY LIED, IN WRITING

This communication is in response to the complaint filed by *** *** regarding her Ford FusionMs***'s claim that Lube Stop quickly denied responsibility and refused to send a representative to inspect the vehicle are completely and inaccurateThe vehicle had also gone more than
1,miles since it was serviced by Lube Stop on May 11, and was not "just" serviced as indicated by Ms***When Lube Stop was informed by Ms*** of the problem with her vehicle a representative went to the dealership, inspected the vehicle and had a conversation with the mechanic. The drain plug and oil filter that were replaced as part of the service provided by Lube Stop were the correct application for the vehicle, were installed correctly and tight and had no oil leaksAll services performed at Lube Stop are recorded and have audioThe video of the service performed on Ms***'s Ford Fusion was then reviewedThe vehicle was brought into the bay for service at 11:amService was performed and oil was added to the vehicle at 11:amThe oil level was checked and verified full by the technician and then the oil level was shown to and acknowledged by Ms*** at 11:amThe store manager inspected the under hood service and checked and verified the oil level as full a third time at 11:amThe oil change service was performed correctly and the oil level was confirmed full by multiple individuals at the time of serviceMs*** was contacted by two Lube Stop representatives and informed of our findings. Arrangements can be made to review the video of this service with a Lube Stop representative by the Revdex.com, the *** mechanic or an insurance representative if requested.Automobile engines are designed to operate properly at a specified oil pressure. That specified oil pressure is created by having the correct amount oil in the engineModern engines are equipped with sensors and warning lights to indicate when an engine does not have the proper oil level or oil pressure to operate safely. At the time of service Ms***'s vehicle was started and run to ensure the engine was operating with the proper oil level or pressure and had no warning lights illuminated.The service provided by Lube Stop was found to be performed correctly and not responsible for the issue(s) with engine. Respectfully,Lube Stop

Ms***,As communicated in the prior email, Lube Stop representatives did speak with the dealership (the mechanic and GM) that inspected Ms***'s vehicleThose same representatives also spoke with Ms*** about the matterPreviously Lube Stop also offered to have representatives inspect her vehicleMs*** has offered/presented no information that the service provided by Lube Stop was the cause for her vehicles engine problemsNor was any new information presented in her last communicationLube Stop cannot take responsibility for issues we are not at fault for. With her threats against the company and intent to make this a legal matter Lube Stop will no longer be commenting and communicating on this situation any further. Respectfully,Lube Stop

The company responded via phone as follows: The company states that the conduct described in both complaints, if true, is entirely unacceptable and are both causes for termination.  Any lying to customers or intentionally over-inflating the tires, or any such intentional bad service, is cause...

for termination.  The company also said that Take 5 has bought the Lube Stops in Cleveland, and they are committed to superior service.

I'm so sorry for you inconvenience. The summer travel season is very busy at Lube Stop. I understand that nobody want to wait in a long line, we do our very best to service our customers as quickly and accurately as possible. The oil drips that you...

are seeing could be residual oil from the oil change on July 2nd but it could be something loose or leaking. I would love to re-service your vehicle free of charge. This way we both will have peace of mind that the oil change was done correctly. Please contact the District Manager Bobby S[redacted] at 440-346-5265.

Spoke with consumer via phone. Complaint has been resolved. Company reached out to the consumer last week and is sending him gift certificates for free oil changes.

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 me.  Lube stop district manager quickly reached out to me and had my car professionally looked at with no cost to be and the check engine light which was caused by an error in replacing the air filter was reset. Lune stop handled this claim quickly and professionally. I a, satisfied with the way they resolved this problem. 
Regards,
[redacted]

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.
Regards,
[redacted]
Ms.   [redacted], While I understand that Lube Stop is going to stand by their position, I would like to know how they inspected the car at the dealership?   I brought the car to the dealership at approximately 5:20pm on June 23.  [redacted] closes at 6pm.  THE CAR LEFT WITH ME, that evening and has been parked in my since.   Lube Stop WAS NOT INFORMED of the situation UNTIL THE NEXT DAY.  This information all can be verified with [redacted] and they are willing to sign and Affidavit to that fact.   I would also like to add that after my initial phone calls in the morning to Lube Stop, I stopped at the location, with my father in law,  to find out what was going on and spoke to [redacted] who informed me he had watched the video and would set me up with a rental and make things right but would have to wait for his district manager to get there, who was on his way from Mayfield.I cannot believe a corporation, such as Lube Stop, would stoop so low as to lie as to inspecting my car at the dealership when they did not know about the problem until the following morning when the car was already at my residence.  This really calls into question their integrity as a business.  All I have really asked for from day 1, is for Lube Stop to inspect my vehicle.    Besides [redacted], I have spoken to 3 other independent mechanics who each believe the issue needs to be addressed with them first.   That much oil does not just disapper.  And to clarify another point, AGAIN, it is my daughter on the video, not me.   If you lie about inspecting my car, what else are you lying about?  What would a Judge think?I have been in customer service for over 20+ years.  This kind of service would never be accepted in my industry and it makes theirs look horrible.  The research their company confirms that their policy is to deny, deny, deny.   Again, all I originally asked them to do is inspect the car.  The outright lie about inspecting the vehichle at [redacted] has pushed the envelope.Obviously, unless Lube Stop has a change of heart, or morals, I will be looking at other avenues to settle this including, but not limited to legal action, informing the [redacted] Chamber of Commerce, Mayor of [redacted], City Councilman, State Representative, and the Attorney General.   I will not be their dissatified customers who pays the repair and lets it slide.It is my sincerest hope that Lube Stop reconsiders their position.Sincerely,[redacted]

A Lube Stop Training Store Manager, [redacted], went to the dealership and spoke with the mechanic and the dealership GM about the situation regarding Ms. [redacted]'s vehicle. Our District Manager, [redacted], also called the dealership and had discussions regarding the vehicle. Both of these individuals then called Ms. [redacted] and told them what they did, the conversations that took place and the conclusion. If Ms. [redacted] would like representatives from Lube Stop to inspect the vehicle that could be accommodated.The video of the service performed on Ms. [redacted]'s vehicle shows the service was performed correctly and the oil was filled to the proper level and verified on three separate occasions. If Ms. [redacted] chooses to contact the Attorney General we will make the video available to a representative of their office should they want to view the service as well.Lube Stop's position on the matter has not changed.Thank you,Lube Stop

I contacted Mr. [redacted] on Friday, March 24 and informed him that I was made aware of the situation pertaining to his recent service and engine issue. I apologized for the delays and communication problems and then also informed him that the matter would be turned over to our company insurance...

carrier for processing, which it was. An adjuster from our insurance carrier will be contacting Mr. [redacted] directly regarding resolution of this matter. If there is anything else I can do to help facilitate this process please do not hesitate to contact me. Sincerely ,Tony C[redacted]Midwest Director of OperationTake 5 Oil Change / Lube Stop[redacted]