Wolverine Lube and Wash

Regarding Complaint ID# [redacted] submitted by [redacted] against Valvoline Express Care, I have researched the situation on our end and spoke with the technicians on staff during the time of customer problem [redacted] and her son drove separately to Valvoline Express Care on Mercantile Drive, Eau Claire, WI, to have her son's Jeep servicedThe son spoke of a "pulsating" when he is braking the vehicleAfter examination of the brakes, it was determined approximately 20% or less life remained on the front brake pads, and the likely cause of the "pulsating" was that the brake rotors were warped due to uneven heat distribution [redacted] asked the technician, [redacted] , how much the service would be to have the front brake pads and rotors replaced [redacted] stated $250.00, plus tax [redacted] then asked [redacted] how long they had before her son's brakes would be absolutely dire [redacted] gave her the different scenarios and duration of time for each, including that it also depends upon how the driver uses his brakes and certain exceptions may occur [redacted] did tell [redacted] , though, that they could most likely, if she wished, wait a couple weeks after her son has gone back to school [redacted] 's response was to "go ahead and do the brakes." Minutes after the service was complete, [redacted] drove away in her vehicle, and her son, with the Jeep that had just been serviced, entered the attached car wash at the shopThe shop phone then rang, and it was [redacted] 's husbandHe began screaming and cursing at [redacted] Her husband also requested to see the old brake pads and rotors [redacted] thought the rotors had already been grabbed from the shop by the manager, along with many other old rotors [redacted] expressed his apologies, but before he was able to further explain the situation or try to work something out, [redacted] 's husband hung up on [redacted] [redacted] then turned around, finding the old rotors laying on the floor in the next roomAt this time, the son in the Jeep was just beginning to exit the car wash [redacted] ran outside to the son, asking him for his father's phone number, so [redacted] could call back to tell them the old parts that had been requested to be examined were thereThe son gave [redacted] the phone number, and immediately, [redacted] called backNo one picked up the phone, so [redacted] left a message on the answering service explaining the parts were there and would be set aside for the customers to retrieve and inspect [redacted] also asked the customers to give him a call back at the shop No call back was made to [redacted] or anyone at the shop, nor did anyone come into the shop to collect or inspect the old parts [redacted] called one more time attempting to get a hold of the customers to tell them the old parts were there and being held for themOnce again, no return call was made, nor did anyone show up to retrieve or inspect We cherish our customers' business and happiness above all, and, like all our other shops are run, our technician made great efforts to attempt contacting this customer to provide the customer with what they requested and to try to make the customer happyThis specific circumstance left our technician to no avail The customer was given the price of the service prior to any service being done, and the customer agreedAlso, the customer was given the option of waiting a couple weeks, if she so wished, before having the service done, but she chose to have the service done immediateAfterwards, when [redacted] 's husband requested to see the old parts, out of error, our technician, [redacted] , mistakenly thought the parts were not there, but, when minutes later realizing he was wrong, he attempted to contact the customers multiple times, leaving messages for themWe were not contacted back in any manner We do not wish to have situations such as this ever occur, but, when it did, we tried our hardest to satisfy the customer and keep up our end of good and honest customer service If you have any questions, please feel free to contact me Thank you very much [redacted] Regional Manager Valvoline Express Care of EC

As we strive for customer happiness and developed customer loyalty, we hold in deepest regret the outcome of this circumstance, as our customer is more than displeased, but we realize that we are losing this customer as well With that said, multiple attempts had been made to make contact, as soon as minutes after the original complaint phone callContact with the son was made face-to-face to retrieve the phone number for the gentleman that had called immediately after the serviceVoice mail messages were also leftIn my response to this complaint, I also reached out giving the opportunity to contact me directly We are unable to reimburse for the service, as, previous to the service performed, the price and the option of "waiting a few weeks" were both given, and the customer approved the service to be completed We did have the parts for viewing, which was told to the son, as well as stated in the multiple messages left for the customer With deepest regret, we can take no actions further in this matterWe never want to lose a customer, but the outcome is inevitable Once again, if there are any questions, please feel free to contact me Thank you [redacted] Regional Manager Valvoline Express Care of EC [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.
I have read the response from Valvoline express care. I am unable to accept their lying appology.
If they wanted to remedy this problem they would have contacted me. Somehow. In order to keep
their VALUED REPUTATION!! The way the situation was handled was shady and quiet honestly under handed.
From a professional stand point, I truly hope that they are feeling remorse and quilt for the dishonest way they are
conducting their business, and the safe handling of a what was a VALUED customer.  I am having my vehicle scheduled for a over
view of previous done repairs. If the work that was ordered was not done correctly or AT ALL??? I will be in touch again, but this time
through the court system if need be.
Regards,
[redacted]

Regarding Complaint ID# [redacted] submitted by [redacted] against Valvoline Express Care, I have researched the situation on our end and spoke with the...

technicians on staff during the time of customer problem.
 
[redacted] and her son drove separately to Valvoline Express Care on Mercantile Drive, Eau Claire, WI, to have her son's Jeep serviced. The son spoke of a "pulsating" when he is braking the vehicle. After examination of the brakes, it was determined approximately 20% or less life remained on the front brake pads, and the likely cause of the "pulsating" was that the brake rotors were warped due to uneven heat distribution. 
 
[redacted] asked the technician, [redacted], how much the service would be to have the front brake pads and rotors replaced. [redacted] stated $250.00, plus tax. [redacted] then asked [redacted] how long they had before her son's brakes would be absolutely dire. [redacted] gave her the different scenarios and duration of time for each, including that it also depends upon how the driver uses his brakes and certain exceptions may occur. [redacted] did tell [redacted], though, that they could most likely, if she wished, wait a couple weeks after her son has gone back to school. [redacted]'s response was to "go ahead and do the brakes."
 
Minutes after the service was complete, [redacted] drove away in her vehicle, and her son, with the Jeep that had just been serviced, entered the attached car wash at the shop. The shop phone then rang, and it was [redacted]'s husband. He began screaming and cursing at [redacted]. Her husband also requested to see the old brake pads and rotors. [redacted] thought the rotors had already been grabbed from the shop by the manager, along with many other old rotors. [redacted] expressed his apologies, but before he was able to further explain the situation or try to work something out, [redacted]'s husband hung up on [redacted].
 
[redacted] then turned around, finding the old rotors laying on the floor in the next room. At this time, the son in the Jeep was just beginning to exit the car wash. [redacted] ran outside to the son, asking him for his father's phone number, so [redacted] could call back to tell them the old parts that had been requested to be examined were there. The son gave [redacted] the phone number, and immediately, [redacted] called back. No one picked up the phone, so [redacted] left a message on the answering service explaining the parts were there and would be set aside for the customers to retrieve and inspect. [redacted] also asked the customers to give him a call back at the shop.
 
No call back was made to [redacted] or anyone at the shop, nor did anyone come into the shop to collect or inspect the old parts. [redacted] called one more time attempting to get a hold of the customers to tell them the old parts were there and being held for them. Once again, no return call was made, nor did anyone show up to retrieve or inspect. 
 
We cherish our customers' business and happiness above all, and, like all our other shops are run, our technician made great efforts to attempt contacting this customer to provide the customer with what they requested and to try to make the customer happy. This specific circumstance left our technician to no avail. 
 
The customer was given the price of the service prior to any service being done, and the customer agreed. Also, the customer was given the option of waiting a couple weeks, if she so wished, before having the service done, but she chose to have the service done immediate. Afterwards, when [redacted]'s husband requested to see the old parts, out of error, our technician, [redacted], mistakenly thought the parts were not there, but, when minutes later realizing he was wrong, he attempted to contact the customers multiple times, leaving messages for them. We were not contacted back in any manner. 
 
We do not wish to have situations such as this ever occur, but, when it did, we tried our hardest to satisfy the customer and keep up our end of good and honest customer service. 
 
If you have any questions, please feel free to contact me.
 
Thank you very much.
[redacted]
Regional Manager
Valvoline Express Care of EC

As we strive for customer happiness and developed customer loyalty, we hold in deepest regret the outcome of this circumstance, as our customer is more than displeased, but we realize that we are losing this customer as well.
 
With that said, multiple attempts had been made to make contact, as soon as minutes after the original complaint phone call. Contact with the son was made face-to-face to retrieve the phone number for the gentleman that had called immediately after the service. Voice mail messages were also left. In my response to this complaint, I also reached out giving the opportunity to contact me directly. 
 
We are unable to reimburse for the service, as, previous to the service performed, the price and the option of "waiting a few weeks" were both given, and the customer approved the service to be completed. 
 
We did have the parts for viewing, which was told to the son, as well as stated in the multiple messages left for the customer. 
 
With deepest regret, we can take no actions further in this matter. We never want to lose a customer, but the outcome is inevitable.
 
Once again, if there are any questions, please feel free to contact me. 
 
Thank you.
[redacted]
Regional Manager
Valvoline Express Care of EC
[redacted]