Timberland Trailer Court

The vehicle was brought in to perform a Texas Safety Vehicle InspectionThe manager on duty/inspector was not notified about the window tintThe vehicle actually had its tint installed over the inspection sticker so that being said the window tint is not part of the original equipmentIf it tint was part of the original equipment the sticker would of been installed over the tint and not the other way aroundDue to the fact that employees weren't notified about the tint, the tint being applied over the inspection sticker, inspection stickers must be removed due to the new Texas Two Step Vehicle Safety Inspection program; we are not a faultWe have communicated this to the customer many times previouslyWe even tried to help them locate a window tint company so they may tint the windshield correctly by not installing tint over stickers that need to be removed by the stateWe have explained this time and time againIt is unfortunate that this occurred but we did not do any thing wrong

There was an issue with the credit card terminal and payment was never receivedI have communicated with Manager and talks about being reported to the attorney general never occurredThe customer will no longer receive calls anymore regarding this issue

On February 24th Express Lube received a customer notification from [redacted] for his Chevy CavalierHe explained that his brakes had gone outThe District Manager viewed camera footage and did not see anything in the service that we provided that would damage or affect the brake system The brake master cylinder has a clear reservoir and you can clearly see it was full of brake fluid when the vehicle arrived and departed from our facilityAfter the District Manager contacted Mr [redacted] and communicated his findings; Mr [redacted] began to use foul language and become aggressiveThe District Manager offered to go and take a look at Mr [redacted] vehicle and the District Manager was provided an address to do soUpon arrival the District Manager noticed a dark spot (cause by brake fluid) under the brake master cylinder/firewall areaThe District Manager also notated that the master cylinder was full and dry, the proportion valve assembly was dry and the leak was away from any area that revolves around an oil changeThe District Manager explained to Mr [redacted] father of his findings and was very nice and professional; he stated he would let his son [redacted] (Mr [redacted] ) knowMr [redacted] called the District Manager back the next day using foul language and the District Manager said we did nothing to disrupt your brake system; so the claim was deniedAfter the fact, in another attempt to explain to Mr [redacted] about his pre-existing brake system issue; Express Lube had the vehicle report to another Express Lube Location to have another mechanic look at the issueIt was determined by the mechanic that the leak was caused by a brake line rubbing against the vehicles firewallMoving forward, this issue was not caused by Express Lube; therefore this claim was denied

Complaint: [redacted] I am rejecting this response because:Did you ask your employees if they knew the tint was over the sticker or if they knew the window was tinted? Those are two separate questions and my husband DID show the prescriptionRegardless I don't see how you accept no responsibility for what took pace regardless of if the tint was done right or notIf I had known taking my vehicle in for inspection was going to be such a headache I never would have taken it thereThis has been one of the worst experiences I have ever had and the lack of customer service amazes me Regards, [redacted] ***

The way other businesses run their operation has nothing to do with our operationThe truth of the matter is that your vehicle came into the shop with a pre-existing condition (hence the comment on your invoice that you acknowledged and signed) and it was notated on your invoicePlease send me documentation that states we caused an oil leakThank you again and I look forward to hearing from you

Complaint: [redacted] I am rejecting this response because:I didn't have an oil leak prior to oil change if there was an oil leak why wasn't I informed verballyIf I was informed verbally before the oil change I would have rejected the oil change and took the car back to where I purchasedI did more digging and ask other oil services and asked what was there policyAll informed me that they either don't do the oil change or leave it under the discretion of the customer, because of liabilityBut I will be getting the paper work from my dealerThen I did more digging and seen that you guys had complaint of the same thing over filling oil and messing the seals up Regards, [redacted] ***

Revdex.com: I have agreed to the resolution provided by the businessI will go to the place of business on Friday, at 12:noon CST, on May 20, - [redacted] *

Complaint: [redacted] I am rejecting this response because: In response, if this was a pre-existing condition, I would not be bothering with a $repairBUT since the damage was done on the property of Express Lube, I feel that they are responsibleThis incident did not happen as the manager described in his responsePerhaps one should review the cameras from the day to refresh his memory.The actuator is not the same as the mechanical door lock assemblyPlease find attached a quote for the repair [redacted] , Production Manager at Caliber Collision, can be reached at [redacted] Regards, [redacted]

It is unfortunate that you feel this wayI have spoken to each employee reading if they were notified regarding the tintEach of them declined that they were told priorMoving forward, the state of Texas recently changed the rules and regulations regarding the inspection process (this is why when your vehicle is inspected, there is no longer a sticker issued); therefore vehicles in Texas are no longer allowed to have inspection stickers on their windshieldThe fact of the matter is no one was notified about the windshield tint and the customer had the tint installed incorrectly(over inspection stickers). We are not responsible

First and foremost I sincerely apologize for your unpleasant experienceIn order to honor our warranty, you would need to bring your vehicle in so that we may do soThe fact that you are refusing to do so, makes it extremely difficult to rectify the situation at hand. Because I value your
business, you are disputing for the amount of $I will go ahead and provide you a refund for the amount of $Please let me know when are able to meet at the store to allow this to transpire

The customer brought her vehicle in due to a "hissing" sound coming from under her hoodThe radiator had a crack in it and it was spraying fluid out of the crackThe store manager informed the customer that the car was ready to be picked up and paid forThe customer explained that she was not
able to pick it up until later that dayWhen the customer came in to pay she asked us to lock the car, so the technician locked itLater the customer said "I hope they didn't lock the door yet"The manager explained that the door was locked at the customer's requestWhen the customer went out to the vehicle, she came back complaining that the door wouldn't openThe store manager explained that he would take a look at it for her but she refusedShe left and came back to the store with another woman, who was very rude; cussing, screaming and using threats and saying that Express Lube broke the car door by putting the wrong key in the doorMoving forward they finally let the store take a look at the doorIt was determined that the door lock actuator was intermittent and was not functioning correctlyThe store manager diagnosed the car door free of charge and explained the reason why her car door was not functioning properlyUnfortunately, the customer believes that Express Lube should pay for something that was preexistingThe store manager went above and beyond to find and explain the reason why her car door was not functioning correctlyExpress Lube is not responsible for this preexisting failure

On 10/the vehicle was dropped off for a brake inspectionOn 10/mechanic took the vehicle for a test drive and determined the brakes are locking up caused by the brake system is contaminatedThe only work performed was the test drive and taking all the wheels off to verify the
calipers were locking up. On 10/the customer was called times to discuss the issue but her phone does not accept voice mailWe tried the following day and still no answer, I asked the Mechanic if she called to direct her to meOn 10/ while at store I talked with both Sandy and her husband over the phone and explained to them the cost ($2500) to get their vehicles back on the roadDuring the conversation I invited them to come by so that they can visually see the issue and they declinedThe following day someone which I thought was a friend of the family called me and asked details of what is neededThe brake fluid cap was missing on arrival of the vehicleIt is unfortunate that the vehicle has a contaminated brake system, but this is a pre-existing condition and we are not responsible for it

Good morning, after looking into this complain I noticed that a comment was put on the invoice that the vehicle had an oil leak on arrival. After speaking to the manager he expressed that there was an oil leak when the vehicle came in. You mentioned that you purchased this vehicle from the dealer....

Was this a new or used car dealership? Can you please provide paperwork? Can you please provide documentation that shows where we created an oil leak? Can you also provide any documentation that shows why your asking for a $100 deductible? Did you make a claim on your insurance? Can you submit the paperwork? I look forward to receiving your response with the requested paperwork. Thank you and have a great day.

There was an issue with the credit card terminal and payment was never received. I have communicated with Manager and talks about being reported to the attorney general never occurred. The customer will no longer receive calls anymore regarding this issue.

Complaint: [redacted]
I am rejecting this response because:I didn't have an oil leak prior to oil change if there was an oil leak why wasn't I informed verbally. If I was informed verbally before the oil change I would have rejected the oil change and took the car back to where I purchased. I did more digging and ask other oil services and asked what was there policy. All informed me that they either don't do the oil change or leave it under the discretion of the customer, because of liability. But I will be getting the paper work from my dealer. Then I did more digging and seen that you guys had complaint of the same thing over filling oil and messing the seals up. 
Regards,
[redacted]

The fact that this issue was preexisting and because of the fact that nothing was done in the vicinity of this area; there is nothing that we are going to do. This door had a preexisting condition and we are not responsible. Have a great day.

On February 24th Express Lube received a customer notification from [redacted] for his 2002 Chevy Cavalier. He explained that his brakes had gone out. The District Manager viewed camera footage and did not see anything in the service that we provided that would damage or affect the brake system....

The brake master cylinder has a clear reservoir and you can clearly see it was full of brake fluid when the vehicle arrived and departed from our facility. After the District Manager contacted Mr. [redacted] and communicated his findings; Mr. [redacted] began to use foul language and become aggressive. The District Manager offered to go and take a look at Mr. [redacted] vehicle and the District Manager was provided an address to do so. Upon arrival the District Manager noticed a dark spot (cause by brake fluid) under the brake master cylinder/firewall area. The District Manager also notated that the master cylinder was full and dry, the proportion valve assembly was dry and the leak was away from any area that revolves around an oil change. The District Manager explained to Mr. [redacted] father of his findings and was very nice and professional; he stated he would let his son [redacted] (Mr. [redacted]) know. Mr. [redacted] called the District Manager back the next day using foul language and the District Manager said we did nothing to disrupt your brake system; so the claim was denied. After the fact, in another attempt to explain to Mr. [redacted] about his pre-existing brake system issue; Express Lube had the vehicle report to another Express Lube Location to have another mechanic look at the issue. It was determined by the mechanic that the leak was caused by a brake line rubbing against the vehicles firewall. Moving forward, this issue was not caused by Express Lube; therefore this claim was denied.

Revdex.com:
I have agreed to the resolution provided by the business. I will go to the place of business on Friday, at 12:00 noon CST, on May 20, 2016. 
- [redacted].

The vehicle was brought in to perform a Texas Safety Vehicle Inspection. The manager on duty/inspector was not notified about the window tint. The vehicle actually had its tint installed over the inspection sticker so that being said the window tint is not part of the original equipment. If it...

tint was part of the original equipment the sticker would of been installed over the tint and not the other way around. Due to the fact that employees weren't notified about the tint, the tint being applied over the inspection sticker, inspection stickers must be removed due to the new Texas Two Step Vehicle Safety Inspection program; we are not a fault. We have communicated this to the customer many times previously. We even tried to help them locate a window tint company so they may tint the windshield correctly by not installing tint over stickers that need to be removed by the state. We have explained this time and time again. It is unfortunate that this occurred but we did not do any thing wrong.

Complaint: [redacted]
I am rejecting this response because:Again if I had a leak prior to coming in why wasn't I informed. Also a business is about making money why didn't someone tell me and tell what was price to fix it. And by the way I signed no invoice I just was given one. Again my dealer will back me about no leaks being on the truck also I have what has been fixed go pick my car up today and will have the paper work. The crazy part about this situation is you guys came off as jerks from the beginning. That why I know the leak was cause by you guys. You never tried to address the issue. The guys were nasty from the beginning. If I go into any oil services and something is wrong they tell what's wrong and try to make money by offering to fix it. But you guys did neither. 
Regards,
[redacted]