Castrol Premium Lube Express

Complaint: [redacted] I am rejecting this response because: she is lie ingI left because the inspector said he would get manager approval to fixing the problemHe admitted faultI want my door fixedAnd money refunded for a part or parts I did not need Regards, [redacted] ***

I understand that you rejected our responseYou state that you would like to have refund for parts you did not needWe will not be able to honor such requestWe sold you windshield wipers that you needed in order to pass your vehicle inspectionYou need a passing vehicle inspection in order to get your vehicle registered here in the state of TexasIf you did not want the parts, you should have asked to have them taken off your invoice at the time of the transactionWe would have been able to honor at this time since we could have replenished our inventoryWe ask customers to contact the [redacted] if they have any questions or concerns regarding their inspectionsOur state inspector conducted an honest, thorough, and efficient safety inspection in accordance with the Transportation Code and the Department's regulationsThe inspector admitted that the door flung open since the wind was blowing harder than usual (mph)The assistant manager did come out to work on the driver's side doorYou can see the assistant manager working on door in the video surveillance we have on fileIt also shows you opening and closing door twice before leaving our premisesThis leads me to believe that the door was fixed since it opened and closedThis determination for no refund on parts is based on the facts gathered during our investigationAgain, I highly appreciate your feedback as it will assist us in becoming better at what we doThank you, [redacted]

First of all, it is not possible to perform an oil change in minutesThere were tecs on his vehicleI was under the car draining the oil, changing the oil filter, checking the under car checksRich was on top checking fluids, belts, tire pressures, air filter, filling the oilWhile I will admit that we do not remove the air filters and clean out the air filter boxes if the air filter is new or cleanWe do clean out air filter boxes when we replace air filtersAs far as the tire pressures go, if there was a problem with the pressures the tire pressure monitoring system would have come on to let the customer know there is a problem with pressureI do not know why this person has such a problem with meWe gave him the same service we give everyone else I think he is upset because we are efficient and fast ( to min average) and he thinks we didn't do everything we were supposed toWe did! I will not refund any money on a lie! Sincerely, Cary M [redacted] / Castrol Premium Lube Express

Complaint: [redacted] I am rejecting this response because: Regards, [redacted] ***

Thank you for taking the time to communicate to us why our customer service did not meet your expectationsAfter reviewing your Revdex.com complaint, I investigated the incident reportedI was able to review surveillance footage recorded on 05/25/to confirm your statement of the problem and our
assistant managers written incident complaint along with our Regional Managers statementYour customer statement of the problem stated that the state inspector said that your windshield wipers were bad and they weren'tWe ask customers to contact the *** *** *** *** *** *** ** *** *** (*** *** * *** *** ** *** *** *** ** *** *** *** if they have any questions or concerns regarding their inspectionsOur state inspector conducted an honest, thorough, and efficient safety inspection in accordance with the Transportation Code and the Department's regulationsIn your customer statement you also stated that the driver door wouldn't open or closeThat the wind blew it open and he would call the manager to have it fixed but that it never happenedAccording to the surveillance recorded on 5/25/2017, it shows the state inspector driving your vehicle to the front of the storeWhen he opened the door with his left hand, it shows the door opening further due to the high wind gusts (mph) that dayYou can see the curb sign we have in front of store blowing back and forth as wellOur assistant manager came out to look at the vehicle and spent minutes repairing issueIn his incident report, he stated that the driver door was jammed and took a screwdriver to bend it back where the door opens and closesThis can be confirmed by the surveillance, which shows you opening and closing door twice before driving offThe assistant manager reached out to me this day to verbally report the incident, since the police were called out twice to our place of businessI obtained your contact information and called you but had to leave a voicemailI never received a call back from youI also had our Regional Manager reach out to you on 5/26/and 5/27/but unable to leave message due to voicemail fullShe documented that she was able to contact you on 6/1/ and explained what was seen on surveillance footage, which she offered to show you as wellIn your customer statement you are disputing the amount of $4,to have driver door repairedThe Blue Book value of your vehicle in excellent condition ranges from $1,199-$2,I have concluded that we will not be reimbursing disputed amount since the functionality of the door operates correctly *** ***
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Dear Ms***: Thank you for taking the time to respond. We have every desire to address your concern. As in our previous response to your complaint, we asked that you contact the Regulatory Service Division with Texas Department of Public Safety (Vehicle Inspection - *** *** ** *** *** *** ** *** ***) if you had any questions or concerns regarding your vehicle safety inspection. I understand that you had your heart set on getting reimbursed since your car passed inspection at another inspection station. Our state inspector conducted an honest, thorough, and efficient safety inspection in accordance with the Transportation Code and the Department’s regulations. At this time, we are upholding our original decision and will not be reimbursing $Again, your feedback will assist us in becoming better at what we do. I understand that you will not be a returning customer and regret that we could not agree on a mutual resolution Thank you,*** ***Chief Financial Officer, Castrol Premium Lube Express*** ** *** ***
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Dear Ms***: Thank you for taking the time to respond. We have every desire to address your concern. As in our previous response to your complaint, we asked that you contact the Regulatory Service Division with Texas Department of Public Safety (Vehicle Inspection - *** *** ** *** *** *** ** *** ***) if you had any questions or concerns regarding your vehicle safety inspection. I understand that you had your heart set on getting reimbursed since your car passed inspection at another inspection station. Our state inspector conducted an honest, thorough, and efficient safety inspection in accordance with the Transportation Code and the Department’s regulations. At this time, we are upholding our original decision and will not be reimbursing $Again, your feedback will assist us in becoming better at what we do. I understand that you will not be a returning customer and regret that we could not agree on a mutual resolution
Thank you,
*** ***
Chief Financial Officer,
Castrol Premium Lube Express
*** ** *** ***
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On 11/12/this customer had her vehicle (Mazda, 143,miles) serviced at our facility for an oil change & transmission service .On April 17, (months later) customer came to our shop to speak with the owner and I invited her to come into my office to discuss her concerns
She indicated she had taken her vehicle to a repair shop in Dover, DE to have some work performed and the person working on her vehicle discovered some wetness at the manual transmission fill plugShe was told by this person it was loose and leaked some fluid.Customer indicated he replaced missing fluid and tightened the plug for a charge of $I explained to the customer that if she was having a problem with her vehicle after we performed the transmission fluid service she has the responsibility to return and allow us to inspect and determine the source of the leak,instead she waited for five months, had the vehicle serviced at another facility and then returned requesting a "full" reimbursement for the service performed.I offered the customer a goodwill adjustment of $for the cost of the service at the Dover repair shop, but she insisted we refund her the entire amountI explained that we never afforded the opportunity to inspect or correct the issue and that we had done nothing wrong performing the service and therequested refund was not possible.She was very adamant and refused my offer ....she said "all or nothing".About two hours later, her son came to our business and asked to speak with me about his mother's issue and how I treated his mother.We sat in my office and I listened to his concernsI explained to him that I had treated his mother with the utmost respect and that it was she who refused my offer and remained steadfastly adamant about her request for reimbursement.He then became very mouthy, used considerable profanity, gave me the finger several times at which point I told him the conversation was over and to please leave the buildingHe complied but not without shouting more profanities as he was leaving in front of my customers and receptionist in the waiting room.Both individuals threatened myself and the business how they were very influential people in the neighborhood and they would do everything they could to discourage others from doing business with us.Ms*** has been a very good customer for almost years with no incidents on the vehicle she has brought in for servicing during that time frame.We have very few complaints, less than 1%, about our services or products offered at this businessCustomer service and exceeding the customers' expectations is our number one goal

Complaint: [redacted]
I am rejecting this response because: she is lie ing. I left because the inspector said he would get manager approval to fixing the problem. He admitted fault. I want my door fixed. And money refunded for a part or parts I did not need. 
Regards,
[redacted]

First of all, it is not possible to perform an oil change in 6 minutes. There were 2 tecs on his vehicle. I was under the car draining the oil, changing the oil filter, checking the under car checks. Rich was on top checking fluids, belts, tire pressures, air filter, filling the oil. While I will...

admit that we do not remove the air filters and clean out the air filter boxes if the air filter is new or clean. We do clean out air filter boxes when we replace air filters. As far as the tire pressures go, if there was a problem with the pressures the tire pressure monitoring system would have come on to let the customer know there is a problem with pressure. I do not know why this person has such a problem with me. We gave him the same service we give everyone else.  I think he is upset because we are efficient and fast ( 11 to 14 min average) and he thinks we didn't do everything we were supposed to. We did! I will not refund any money on a lie!  Sincerely, Cary M[redacted] / Castrol Premium Lube Express

I understand that you rejected our response. You state that you would like to have refund for parts you did not need. We will not be able to honor such request. We sold you windshield wipers that you needed in order to pass your vehicle inspection. You need a passing vehicle inspection in order to get your vehicle registered here in the state of Texas. If you did not want the parts, you should have asked to have them taken off your invoice at the time of the transaction. We would have been able to honor at this time since we could have replenished our inventory. We ask customers to contact the [redacted] [redacted] if they have any questions or concerns regarding their inspections. Our state inspector conducted an honest, thorough, and efficient safety inspection in accordance with the Transportation Code and the Department's regulations. The inspector admitted that the door flung open since the wind was blowing harder than usual (35.7 mph). The assistant manager did come out to work on the driver's side door. You can see the assistant manager working on door in the video surveillance we have on file. It also shows you opening and closing door twice before leaving our premises. This leads me to believe that the door was fixed since it opened and closed. This determination for no refund on parts is based on the facts gathered during our investigation. Again, I highly appreciate your feedback as it will assist us in becoming better at what we do. Thank you,[redacted]

Complaint: [redacted]
 
I am rejecting this response because:
Regards,
[redacted]

Dear Ms. [redacted]: Thank you for taking the time to communicate to us why our...

customer service did not meet your expectations.  We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible. The information given during your inspection for vehicle was parking brakes failed.  The manager explained that if there was an issue with vehicle inspection certificate, to contact the Regulatory Service Division with Texas Department of Public Safety (Vehicle Inspection - [redacted]).  Our state inspector conducted an honest, thorough, and efficient safety inspection in accordance with the Transportation Code and the Department’s regulations.  The mechanic in which you referenced to whom checked out your vehicle was not a certified state inspector.  In addition, he did not provide a valid vehicle inspection certificate showing that the vehicle passed inspection.  Since there was no proof provided, we have concluded that we will not be reimbursing $75.00. Please accept our sincerest apology for any trouble or inconvenience we have caused you.  Again, I highly appreciate your feedback as it will assist us in becoming better at what we do.  As with any business like ours, the greatest advertising we can have is word of mouth from a satisfied customer.  It's my goal to retain you as a satisfied customer and will hope to serve you again in the future. Thank you, [redacted] Chief Financial Officer, Castrol Premium Lube Express [redacted]

Complaint: [redacted]
I am rejecting this response because: I took my car as is to another inspection station and it passed . That fact was totally ignored by the manager.   I took it in the same condition , no work done, a few days later. I'm still out of 75.00 that I should not have had to spend. The manager missed the point that there was nothing wrong with my car. Expecting me to return or tell anyone but the truth about my experience is unreasonable. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
There was nothing wrong with my car and I'm out 75.00. I even took my car into another shop to have the power steering pump replaced and still nothing is wrong with my parking brake. I would never do business or recommend your shop because so far the people I've dealt with are LIARS. It's still VERY WRONG THAT I SPENT THE MONEY FOR NO REASON!!!!!
Regards,
[redacted]

Dear Ms. [redacted]: Thank you for taking the time to communicate to us why our customer service did not meet your expectations.  We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible. The information given during your...

inspection for vehicle was parking brakes failed.  The manager explained that if there was an issue with vehicle inspection certificate, to contact the Regulatory Service Division with Texas Department of Public Safety (Vehicle Inspection - [redacted]).  Our state inspector conducted an honest, thorough, and efficient safety inspection in accordance with the Transportation Code and the Department’s regulations.  The mechanic in which you referenced to whom checked out your vehicle was not a certified state inspector.  In addition, he did not provide a valid vehicle inspection certificate showing that the vehicle passed inspection.  Since there was no proof provided, we have concluded that we will not be reimbursing $75.00. Please accept our sincerest apology for any trouble or inconvenience we have caused you.  Again, I highly appreciate your feedback as it will assist us in becoming better at what we do.  As with any business like ours, the greatest advertising we can have is word of mouth from a satisfied customer.  It's my goal to retain you as a satisfied customer and will hope to serve you again in the future. Thank you, [redacted] Chief Financial Officer, Castrol Premium Lube Express [redacted]
[redacted]  [redacted]

Review: On August [redacted] 2013 I had a synthetic oil change performed on my 2007 Volkswagen Rabbit at Castrol Premium Lube Express in Nyack, NY. The total costs of the oil change came to $89.93. A week later I traveled from New York to Vermont, while there I noticed my engine was leaking oil. I immediately brought my car to a local repair shop called [redacted] Auto Repair, INC. The mechanics at [redacted] informed me that the oil filter and gasket on my vehicle were incorrect and/or installed incorrectly. Subsequently my car had leaked 4 quarts of oil out of the 6 quarts it holds normally. The leaking oil got into my brakes and all over the underside of my vehicle. The total cost of repairs on my vehicle came to $82.81. I then contacted Castrol Premium Lube Express in Nyack NY and spoke to [redacted]. I explained the situation to him and he asked me to bring in my receipts for the oil change he performed as well as the one from [redacted], he also requested, if possible, the original gasket and oil filter that he had installed. [redacted] did not save the original gasket or filter. On August **, 2013 after returning from Vermont I brought my receipts to Castrol Premium Lube Express in Nyack, NY and spoke with [redacted]. He requested to look at my vehicle after I presented him the receipts. I told I was not comfortable with his establishment touching my vehicle again after improperly working on it before, I also told him that I did not see how it was necessary for him to look at my vehicle in order to give me a refund, especially since it had already been repaired by another shop. [redacted] then very rudely shooed me away and said, "then I can't help you" and walked away. All I had requested was for a refund for the original oil change they had performed. Additionally I am concerned that there may have been excessive wear on my engine due to the oil leak causing the oil levels of my vehicle to be extremely low.Desired Settlement: I expect Castrol Premium Lube Express in Nyack, NY to provide a full refund of $89.93 for the oil change that was done improperly on my vehicle. Additionally they should be liable for any damage to my vehicle caused by low oil levels.

Business

Response:

To whom it may concern,

I regards to Revdex.com complaint# [redacted] for [redacted], I spoke to the customer and resolved his issue. I actually called him prior to receiving this complaint and resolved it. I provided Mr. [redacted] with a full refund and he was satisfied at that time at the time we spoke. He told me he would contact the Revdex.com and withdraw his complaint. Ifthere are any further questions regarding this issue, I can be reached at ###-###-####.

Sincerely [redacted]

Review: I came in for oil change and to have my vechicle serviced.

The entire service was done in 6 minutes by 1 person including paperwork.

When I left thew windshield washer fluid was not serviced, the air filter had leaves on it, the tires were over pressure, and the oil was overfilled by 2 quarts. He did not do the service specified

I went to Firestorne the next day to have the services performed.Desired Settlement: A refund + git card to other Castrol location for my time.

Business

Response:

First of all, it is not possible to perform an oil change in 6 minutes. There were 2 tecs on his vehicle. I was under the car draining the oil, changing the oil filter, checking the under car checks. Rich was on top checking fluids, belts, tire pressures, air filter, filling the oil. While I will admit that we do not remove the air filters and clean out the air filter boxes if the air filter is new or clean. We do clean out air filter boxes when we replace air filters. As far as the tire pressures go, if there was a problem with the pressures the tire pressure monitoring system would have come on to let the customer know there is a problem with pressure. I do not know why this person has such a problem with me. We gave him the same service we give everyone else. I think he is upset because we are efficient and fast ( 11 to 14 min average) and he thinks we didn't do everything we were supposed to. We did! I will not refund any money on a lie! Sincerely, Cary M[redacted] / Castrol Premium Lube Express

Review: In December,2014 I brought car in for a routine oil change and the technician recommended trnsmission sevice-manual drain and refill which was done for 89.90. A few weeks later I started noting some leak on my driveway which was small and intermittent at first and I could not identify which car had the problem. I checked oil level in my car and it had not changed. The problem progessed to larger areas of leakage and I needed other repair work on the back of the car. The mechanic found that the transmission plug was loose and that is was transmission fluid slow leak and he replaced the fluid and tightenned the plug. On April 17,2015 I went to Castrol company to discuss this with the owner. I was expecting first and foremost an apology . I was shocked when I met with a man that was quite beligerent and rude stating that I should have brought the car back to them first. I explained that I was not able to identify which car had the problem as we have several and that it was a slowly progressive problem and that I thought it was some sort of mechanical problem. After much discussion regarding what I should have done he stated he would mail me a check for 20 dollars to cover the cost of replacing the fluid. I declined that ,wished him good luck in his business and left. An apology and consideration for them causing a problem would have been better. I am appalled at his tone and agressive, demeaning behavior.Desired Settlement: An apology foremost and $89.90 plus &20.00 for replacement fluid.

Business

Response:

On 11/12/2014 this customer had her vehicle (2008 Mazda, 143,662 miles) serviced at our facility for an oil change & transmission service .On April 17, 2015 (5 months later) customer came to our shop to speak with the owner and I invited her to come into my office to discuss her concerns. She indicated she had taken her vehicle to a repair shop in Dover, DE to have some work performed and the person working on her vehicle discovered some wetness at the manual transmission fill plug. She was told by this person it was loose and leaked some fluid.Customer indicated he replaced missing fluid and tightened the plug for a charge of $20. I explained to the customer that if she was having a problem with her vehicle after we performed the transmission fluid service she has the responsibility to return and allow us to inspect and determine the source of the leak,instead she waited for five months, had the vehicle serviced at another facility and then returned requesting a "full" reimbursement for the service performed.I offered the customer a goodwill adjustment of $20 for the cost of the service at the Dover repair shop, but she insisted we refund her the entire amount. I explained that we never afforded the opportunity to inspect or correct the issue and that we had done nothing wrong performing the service and therequested refund was not possible.She was very adamant and refused my offer ....she said "all or nothing".About two hours later, her son came to our business and asked to speak with me about his mother's issue and how I treated his mother.We sat in my office and I listened to his concerns. I explained to him that I had treated his mother with the utmost respect and that it was she who refused my offer and remained steadfastly adamant about her request for reimbursement.He then became very mouthy, used considerable profanity, gave me the finger several times at which point I told him the conversation was over and to please leave the buildingHe complied but not without shouting more profanities as he was leaving in front of my customers and receptionist in the waiting room.Both individuals threatened myself and the business how they were very influential people in the neighborhood and they would do everything they could to discourage others from doing business with us.Ms. [redacted] has been a very good customer for almost 2 years with no incidents on the 3 vehicle she has brought in for servicing during that time frame.We have very few complaints, less than 1%, about our services or products offered at this business. Customer service and exceeding the customers' expectations is our number one goal.