Kerrville Lube Center

Complaint: [redacted] I am rejecting this response because: he is providing erroneous information Regards, [redacted]

***, Your vehicle is a Nissan Altima, with the QR25DE motor. The documentation listed in your last letter was incorrectHere is the link to your owner's manual: ***
On Page 9-2, it states the oil type for your vehicle But for clarity's sake, I will explain: Your motor requires a 0woil. Kerrville Lube Center stocks three offerings under 0wFull Synthetic: Service Pro Full Synthetic (what we installed into your vehicle). Mobil 1 Royal Purple Nissan requires the 0wto be API certified mark*Service Pro 0wis fully compliant. ***In case you are confused, API Mark*is also (for all tense and purposes) API SN. ***Furthermore, Our shop has not had a Revdex.com complaint in the two years the Manager (*** ***), or myself (*** ***) have managed the locationNor have we ever had the police requested at the shop to resolve an issue. Our customer base continues to grow as we offer the best in customer service to the area as well as information designed to keep our customer's vehicles running to their fullest potentialIt is our passion to offer information and recommendations to our customers about what works best for their vehicles, and to only offer services we feel they require. As per your photo of our Prices, we are competitive with all businesses of our type in the area (and nationally). We can offer a discount on your next oil change on Thursdays (customers who are or older) every week We cannot offer a refund on a product that was better suited to your vehicle than what you replaced it with. Sincerest regards, *** ***- Assistant Manager

This letter is in response to the oil change that occurred on 01/16/at *** *** *** ** ** *** ** For *** ** ***. The customer was correct in stating that we offered a full synthetic as the best choiceThis is because the specifications that we are given are sourced
from the Manufacturer, via Sage Microsystems.The customer's car requires either a 0wFull Synthetic or a 5wSynthetic Blend, with 0wFull Synthetic being preferredWhen preference is indicated, it is the policy of this shop to offer this first and foremost. After the customer agreed to use the 0wFull Synthetic, we began the process of draining the current oil in the vehicle, proceeding through our check list of lubrication and fluids present in the vehicle, and topping off as necessary. After we had already installed the new oil into the vehicle and double checked our filter and oil plug (which is standard process here at Kerrville Lube Center), the customer comes out of the waiting room wanting us to drain the newly installed oil and to replace it 5wSynthetic BlendShe claimed her husband said that the Full Synthetic will "ruin" the engine, without paying for the oil we already installed.I immediately called the Area Manager, *** *** and asked him what we should doHis reply was that we cannot waste the new oil, as the customer would have to pay for both new oilsAdditionally, not using the preferred oil as specified by the Manufacturer and replacing it with the Synthetic Blend would not be optimal for the new engine. I walked into the waiting room to inform the customer of the situation, and that her vehicle would perform better with the oil that we had just installed (that she initially agreed to, and that our specifications indicated was correct and required)She immediately became belligerent and demanded to know "who I was" I explained to her that I was the assistant manager and that I knew what I was talking aboutAt this point, she claimed that not only did her husband want us to remove the new oil, but that she had been in contact with the dealership, and they told her that the Full Synthetic would "ruin" (her words) the engine. Believing that the customer is always correct, I asked her for the name of the dealership to which she replied "***"I offered the opinion that perhaps the representative was confused and/or did not have adequate knowledge of oils and new engines, or perhaps that she talked to a Sales consultant who are sometimes not well versed in the maintenance of vehicles (both scenarios are highly likely and do occur). Her defensiveness increasedShe claimed that she would NOT be leaving until we had done exactly as she wantedAll of this was unfolding in front of another customer in the waiting room. I walked out of the waiting room, and closed the doorI googled Nissan and new oils, looking for counter evidence to our supplied specificationsNone was foundAdditionally, I called the Area Manager back and updated him on the situationHe told me to block the exit to the bay her vehicle was parked in, and that they would be issuing a mechanic's lien I decided to make one last ditch effort to dissuade the customer from further provocation.I walked back into the waiting room, and asked her to provide me the number to the *** dealership service department so that I might consult with them, in hopes of clearing the air. I handed her the clipboard, which she promptly handed it back to me, stating that I can "look up the number myself" and that she had asked the customer sitting the waiting room to "google the information, and she found that it would ruin the engine". I told her that she was being extremely disrespectful and I would not have itI told her that unless she gave me the number to the dealership I could not help her out, and that being this uncooperative was not getting us anywhere (this is not verbatim, but that was the concept)She said that she hoped I did not talk to her husband this way, to which I replied that I would if he acted in the same manner as she did. At this point, she picked up her phone and stated that she "worked for the police department" and that she would "call them over here"At which point I left the room in frustration as I presume she was dialing their number I updated the area managerWhile doing this, a police officer came up to the shop and began to interview herHe then pulled me aside and interviewed meI explained to him the situation, leaving out that she claimed she worked for them (I assumed she did) and that I was acting on orders from the area manager as well as waiting for her husband to arriveHe then asked me if this disagreement would come to physical violence, to which I replied "certainly not" as we are a professional business and our goal is to provide maintenance services to our customers. The area manager then called me back and said that he would like to talk to the husband directlyAfter the husband arrived, I greeted him and explained the situation to him, offering him the area manager's phone numberHe took it and called the area manager. *** (the area manager) called me back after they were done talking, and stated that the husband was threatening with small claims courtHe stated that we cannot remove the new oil, and they would simply have to take the shop to courtI offered to craft a Waiver of Liability, and remove the new oil to replace it with 5wSynthetic blendHe relented and allow me to offer it. I walked back into the waiting room, with the husband and ***The officer remained just outside the door after spending time with *** and her husbandI explained that I would in fact be happy to remove the Full synthetic oil, and replace it with the 5wSynthetic blend if they would be willing to sign a waiver. The husband called the idea "stupid" and claimed he works in the "oil field" and that he was correct about synthetic oils "ruining" new engines*** scoffed and sniffed at my offer, suggesting that with the vehicle sitting in the bay for so long, "who knows what they have done to it!"To which I ignored her commentI explained to the husband that Synthetic Oil is preferred, and often recommended by anyone who uses it, the Internet and other Lube ShopsHe disagreed, and said "you are entitled to your opinion, as am I"I even offered to discount the Full Synthetic to himHe turned that down as well, and stated that they would accept the price of the oil change, and the Full Synthetic and if something happened to the engine, they would file a lawsuitI accepted their terms, and they paid out- being charged the correct and full price. After this incident and upon receiving the first letter from the Revdex.com, I called the *** Dealership in ***I wanted to find out for myself if what the Customers were using as supporting evidence (indeed, the core of their argument) was in fact true. The service department manager immediately stated without hesitation that 5wSynthetic Blend was requiredI pressed him further and asked him to double checkI explained that I was performing an oil change outside of the dealership, and the data I possessed indicated that a 0wFull Synthetic was neededHe then inquired of the Master Mechanic in the department which oil I should useHe also immediately stated "Synthetic Blend"Unsatisfied, I asked him againHe said he would triple checkAfter waiting on the phone for a few minutes, he returned to explain that in fact the dealership installs 5wSynthetic Blend in all of their vehicles of the same year, make and model as this oneHowever, the Full Synthetic is preferred by the dealership if the vehicle is changed with a third party: the dealership covers all repairs, etcWhen performing an independent oil change, choose the preferred option(The assumption being that the full manufactures warranty is therefore in effectOtherwise, the dealership is responsible) I also investigated ***'s claims that she "worked for the police department"She does notShe is employed with the City of *** in Human Resources as the Operations Manager.Points to take away: The specifications we are given was supported by the *** Dealership in ***, Tx and ***. We did not attempt to do anything other than an oil change with the required viscosity and type as dictated by the maker of the vehicle. The oil we installed was Service Pro 0wFull SyntheticThis brand is a private label used by garages and service departments nationally: we contain more expensive oils, but our goal was not to profit unduly from Mrs***, but simply to perform a professional service. Her vehicle was fit and roadworthy upon leaving the shopI did not attempt to retaliate in any shape of form. Mrs*** was either confused or intended to mis-represent the dealership's position, and then did not offer to correct it once the opportunity to verify was presented. As the point of contact on this matter, I see no reason to refund Mrs*** for an oil change that was performed professionally and correctlyI would gladly refund the money if we installed the patently incorrect oil and or we attempted to write her off and not entertain possible solutions to the disagreementBut since that did not happen, there is not a motivation for re-payment

***, Your vehicle is a Nissan Altima, with the QR25DE motor. The documentation listed in your last letter was incorrectHere is the link to your owner's manual: ***
On Page 9-2, it states the oil type for your vehicle But for clarity's sake, I will explain: Your motor requires a 0woil. Kerrville Lube Center stocks three offerings under 0wFull Synthetic: Service Pro Full Synthetic (what we installed into your vehicle). Mobil 1 Royal Purple Nissan requires the 0wto be API certified mark*Service Pro 0wis fully compliant. ***In case you are confused, API Mark*is also (for all tense and purposes) API SN. ***Furthermore, Our shop has not had a Revdex.com complaint in the two years the Manager (*** ***), or myself (*** ***) have managed the locationNor have we ever had the police requested at the shop to resolve an issue. Our customer base continues to grow as we offer the best in customer service to the area as well as information designed to keep our customer's vehicles running to their fullest potentialIt is our passion to offer information and recommendations to our customers about what works best for their vehicles, and to only offer services we feel they require. As per your photo of our Prices, we are competitive with all businesses of our type in the area (and nationally). We can offer a discount on your next oil change on Thursdays (customers who are or older) every week We cannot offer a refund on a product that was better suited to your vehicle than what you replaced it with. Sincerest regards, *** ***- Assistant Manager

Complaint: ***
I am rejecting this response because: he is providing erroneous information
Regards,
*** ***

This letter is in response to the oil change that occurred on 01/16/2017 at [redacted].  For [redacted]. The customer was correct in stating that we offered a full synthetic as the best choice. This is because the specifications that we are given are sourced...

from the Manufacturer, via Sage Microsystems.The customer's car requires either a 0w20 Full Synthetic or a 5w30 Synthetic Blend, with 0w20 Full Synthetic being preferred. When preference is indicated, it is the policy of this shop to offer this first and foremost. After the customer agreed to use the 0w20 Full Synthetic, we began the process of draining the current oil in the vehicle, proceeding through our check list of lubrication and fluids present in the vehicle, and topping off as necessary. After we had already installed the new oil into the vehicle and double checked our filter and oil plug (which is standard process here at Kerrville Lube Center), the customer comes out of the waiting room wanting us to drain the newly installed oil and to replace it 5w30 Synthetic Blend. She claimed her husband said that the Full Synthetic will "ruin" the engine, without paying for the oil we already installed.I immediately called the Area Manager, [redacted] and asked him what we should do. His reply was that we cannot waste the new oil, as the customer would have to pay for both  new oils. Additionally,  not using the  preferred oil  as specified  by the Manufacturer and replacing it with the Synthetic Blend would not be optimal for the new engine. I walked into the waiting room to inform the customer of the situation, and that her vehicle would perform better with the oil that we had just installed (that she initially agreed to, and that  our specifications indicated was correct and required). She immediately became belligerent and demanded to know "who I was".  I explained to her that I was the assistant manager and that I knew what I was talking about. At this point, she claimed that not only did her husband want us to remove the new oil, but that she had been in contact with the dealership, and they told her that the Full Synthetic would "ruin" (her words) the engine. Believing that the customer is always correct, I asked her for the name of the dealership to which she replied "[redacted]". I offered the opinion that perhaps the representative was confused and/or did not have adequate knowledge of oils and new engines, or perhaps that she talked to a Sales consultant who are sometimes not well versed in the maintenance of vehicles (both scenarios are highly likely and do occur). Her defensiveness increased. She claimed that she would NOT be leaving until we had done exactly as she wanted. All of this was unfolding in front of another customer in the waiting room. I walked out of the waiting room, and closed the door. I googled Nissan and new oils, looking for counter evidence to our supplied specifications. None was found. Additionally, I called the Area Manager back and updated him on the situation. He told me to block the exit to the bay her vehicle was parked in, and that they would be issuing a mechanic's lien.  I decided to make one last ditch effort to dissuade the customer from further provocation.I walked back into the waiting room, and asked her to provide me the number to the [redacted] dealership service department so that I might consult with them, in hopes of clearing the air. I handed her the clipboard, which she promptly handed it back to me, stating that I can "look up the number myself" and that she had asked the customer sitting the waiting room to "google the information, and she found that it would ruin the engine".  I told her that she  was being extremely disrespectful and I would not have it. I told her that unless she gave me the number to the dealership I could not help her out, and that being this uncooperative was not getting us anywhere (this is not verbatim, but that was the concept). She said that she hoped I did not talk to her husband this way, to which I replied that I would if he acted in the same manner as she did. At this point, she picked up her phone and stated that she "worked for the police department" and that she would "call them over here". At which point I left the room in frustration as I presume she was dialing their number.  I updated the area manager. While doing this, a police officer came up to the shop and began to interview her. He then pulled me aside and interviewed me. I explained to him the situation, leaving out that she claimed she worked for them (I assumed she did) and that I was acting on orders from the area manager as well as waiting for her husband to arrive. He then asked me if this disagreement would come to physical violence, to which I replied "certainly not" as we are a professional business and our goal is to provide maintenance services to our customers. The area manager then called me back and said that he would like to talk to the husband directly. After the husband arrived, I greeted him and explained the situation to him, offering him the area manager's phone number. He took it and called the area manager. [redacted] (the area manager) called me back after they were done talking, and stated that the husband was threatening with small claims court. He stated that we cannot remove the new oil, and they would simply have to take the shop to court. I offered to craft a Waiver of Liability, and remove the new oil to replace it with 5w30 Synthetic blend. He relented and allow me to offer it. I walked back into the waiting room, with the husband and [redacted]. The officer remained just outside the door after spending time with [redacted] and her husband. I explained that I would in fact be happy to remove the Full synthetic oil, and replace it with the 5w30 Synthetic blend if they would be willing to sign a waiver. The husband called the idea "stupid" and  claimed he works in the "oil field" and that he was correct about synthetic oils "ruining" new engines. [redacted] scoffed and sniffed at my offer, suggesting that with the vehicle sitting in the bay for so long, "who knows what they have done to it!". To which I ignored her comment. I explained to the husband that Synthetic Oil is preferred, and often recommended by anyone who uses it, the Internet and other Lube Shops. He disagreed, and said "you are entitled to your opinion, as am I". I even offered to discount the Full Synthetic to him. He turned that down as well, and stated that they would accept the price of the oil change, and the Full Synthetic and if something happened to the engine, they would file a lawsuit. I accepted their terms, and they paid out- being charged the correct and full price. After this incident and upon receiving the first letter from the Revdex.com, I called the [redacted] Dealership in [redacted]. I wanted to find out for myself if what the Customers were using as supporting evidence (indeed, the core of their argument) was in fact true. The service department manager immediately stated without hesitation that 5w30 Synthetic Blend was required. I pressed him further and asked him to double check. I explained that I was performing an oil change outside of the dealership, and the data I possessed indicated that a 0w20 Full Synthetic was needed. He then inquired of the Master Mechanic in the department which oil I should use. He also immediately stated "Synthetic Blend". Unsatisfied, I asked him again. He said he would triple check. After waiting on the phone for a few minutes, he returned to  explain that in fact the dealership installs 5w30 Synthetic Blend in all of their vehicles of the same year, make and model as this one. However, the Full Synthetic is preferred by the dealership if the vehicle is changed with a third party: the dealership covers all repairs, etc. When performing an independent oil change, choose the preferred option. (The assumption being that the full manufactures warranty is therefore in effect. Otherwise, the dealership is responsible).  I also investigated [redacted]'s claims that she "worked for the police department". She does not. She is employed with the City of [redacted] in Human Resources as the Operations Manager.Points to take away: 1. The specifications we are given was supported by the [redacted] Dealership in [redacted], Tx and [redacted]. 2. We did not attempt to do anything other than an oil change with the required viscosity and type as dictated by the maker of the vehicle. 3. The oil we installed was Service Pro 0w20 Full Synthetic. This brand is a private label used by garages and service departments nationally: we contain more expensive oils, but our goal was not to profit unduly from Mrs. [redacted], but simply to perform a professional service. 4. Her vehicle was fit and roadworthy upon leaving the shop. I did not attempt to retaliate in any shape of form. 5. Mrs. [redacted] was either confused or intended to mis-represent the dealership's position, and then did not offer to correct it once the opportunity to verify was presented. As the point of contact on this matter, I see no reason to refund Mrs. [redacted] for an oil change that was performed professionally and correctly. I would gladly refund the money if we installed the patently incorrect oil and or we attempted to write her off and not entertain possible solutions to the disagreement. But  since that did not happen, there is not a motivation for re-payment.

Complaint: [redacted]
I am rejecting this response because: he is providing erroneous information.
Regards,
[redacted]