Williams Enterprises Of South Hill Inc

On July 9, 2014, customer *** *** came in for an oil
change, he was told the oil changes start at $based on the 5quts or less
of the conventional Valvoline oilThe lube tech pulled customer in to bay
*** approached customer, greeted him, put
vehicle
into system, asked which type of oil he wanted, and customer requested
synthetic oil after being told him optionsUpon completion of service customer
was sent to the customer courtesy desk to pay for servicesAfter receiving
total for service, customer was upset, manager was notifiedManager asked
customer if he requested the synthetic oil and he said ’yes’He then stated
that he would not be back to the Express Care and he would return to *** to
get the oil changed again in the future for $or less using synthetic oil
After receiving letter from the Revdex.com on July 14, 2014, ***
called customer on or around 10:00am, and apologized for the misunderstanding
and explained that he did not believe *** could give a full synthetic oil change
for $or less, again *** apologized and said he would investigate ***
prices and pervious oil changes for his vehicle
Approximately 12:00pm on July 14, 2014, *** went to ***
*** *** and talked to *** in the parts department*** pulled up customer’s
service record which indicated he was only using premium 5/oil in all past
history of oil changes*** then went to service deck and had *** pull up **
*** serviceThe history indicated the same information as *** stated to ***
previously
The communication problem was between *** *** *** and
the customerCustomer assumed *** was using full synthetic oilBelieve customer
failed to check previous service records/receipts to see what products were
used on vehicle
*** and all other employees follow company protocol when
dealing with this situation

Review: I went into this place for an oil change. The man inside asked if he could help me, I said maybe. He asked what I needed and I told him an oil change. He asked me in what and I told him in that fusion.{it is a 2011}. I asked him how much it would be and he told me $38.95 or $38.99 I forget but It was about $39.00. I said OK and pulled in. A lady got vin# and information off door panel and asked if it was synthetic and I said yes[all new cars call for synthetic]. Oil change was fine but when I went to pay she billed me $73.37. I said no that it was supposed to be $38.95 and she said not for synthetic oil. I paid it and told them to frame it because I would never come there again. I could have got the same service directly across the street from [redacted] for less than $40.00. When I got ready to leave the man asked if I was satisfied and I told him no that they overcharged me, no apology or offer to correct the situationDesired Settlement: Difference in what I was told and what I paid.

Business

Response:

On July 9, 2014, customer [redacted] came in for an oil

change, he was told the oil changes start at $34.99 based on the 5quts or less

of the conventional Valvoline oil. The lube tech pulled customer in to bay 1.

[redacted] approached customer, greeted him, put

vehicle into system, asked which type of oil he wanted, and customer requested

synthetic oil after being told him options. Upon completion of service customer

was sent to the customer courtesy desk to pay for services. After receiving

total for service, customer was upset, manager was notified. Manager asked

customer if he requested the synthetic oil and he said ’yes’. He then stated

that he would not be back to the Express Care and he would return to [redacted] to

get the oil changed again in the future for $40.00 or less using synthetic oil.

After receiving letter from the Revdex.com on July 14, 2014, [redacted]

called customer on or around 10:00am, and apologized for the misunderstanding

and explained that he did not believe [redacted] could give a full synthetic oil change

for $40.00 or less, again [redacted] apologized and said he would investigate [redacted]

prices and pervious oil changes for his vehicle.

Approximately 12:00pm on July 14, 2014, [redacted] went to [redacted]

[redacted] and talked to [redacted] in the parts department. [redacted] pulled up customer’s

service record which indicated he was only using premium 5/28 oil in all past

history of oil changes. [redacted] then went to service deck and had [redacted] pull up **

[redacted] service. The history indicated the same information as [redacted] stated to [redacted]

previously .

The communication problem was between [redacted] and

the customer. Customer assumed [redacted] was using full synthetic oil. Believe customer

failed to check previous service records/receipts to see what products were

used on vehicle.

[redacted] and all other employees follow company protocol when

dealing with this situation.