Meineke Car Care Center

I (*** *** - Manager) am just flabbergasted that this is still an ongoing issue concerning this *** *** whom the complaining party does not ownWhen the owner of the vehicle decided to take it from where this originally happenedThe reason it was taken from Meineke Car Care Center is because the responsible party (*** ***) talked the customer into bringing the truck to them and they were going to take care of the repair*** *** sat and watched the entire procedure happen and he was never told we could drill out the old plug and replace it with an over-sized plug - NEVER told that! He was told the pan may have to be taken out to get the seized plug out - At that time I had no idea it would require removing the entire engine to do this procedureLike I have told ** *** our company would help with getting the part (oil pan) at a low cost and do a fair amount of labor at no charge - he declined and they removed the vehicle on their own beliefs that *** *** would handle this issue since the vehicle was serviced at that facility prior to coming to Meineke for an oil changemonths without a vehicle, when these parties were told I would make it a priority to have this issue resolved one week after it happenedThis complaint - once again needs to be directed to *** *** and not our Meineke shop! Going back and forth isn't helping get this issue resolved and now that it has been taken to the shop that did the oil change it should be fixed there immediately!

Complaint: ***
I am rejecting this response because: The facts are: I took my girlfriends vehicle to get a simple oil changeAt one point, *** ***, told me they were having problems with the oil plugI asked if there was anything they could do and he said, "There's always a way"After to minutes of pounding I was asked to go down into the mechanic pit where I was shown that they had destroyed the oil plug and broken the oil pan in the processAs soon as the oil pan was broken it became *** ***'s responsibility yet he has continued to deny that responsibilityAny cost to repair that damage should be the sole responsibility of the party who caused the damage not the person who last change the oil, the person who sold the vehicle, not the person who built the vehicle AND CERTAINLY NOT THE PERSON WHO TRUSTED THEM TO DO A PROFESSIONAL JOB.? ? At what point does *** *** admit he had an error in judgement and reimburse the cost of the repairs? Would *** *** be willing to pay for damages to his own vehicle, were the roles reversed? I am not the smartest guy in the room but it seems a simple matter to me ; if you break it, apologize and fix it.? The cost of repairing the damage that was caused under *** ***'s direct supervision was $Compensation for leaving my girlfriend without a vehicle can be overlooked but at this point the $and an apology are pretty much mandatory
Sincerely,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Dear Revdex.com: I did some research and discovered that at the time of the initial complaint our GM was on vacation.  Once he got back to work he followed up with this issue by reviewing the cameras and voice recordings.  He found that the manager, Tim, explained in detail to Ms. [redacted]...

exactly what her options where. Ms. [redacted] elected to do only the repairs that she paid for.  She was made aware that further diagnosis may be needed and further repairs may be needed. When [redacted] called Ms. [redacted] to inform her of his findings, she quickly said that her car is fixed now and she was not going to further pursue action against Meineke and hung up the phone.  Sincerely, [redacted]

May 23, 2016Dear [redacted]:In response to the complaint ID as mentioned above. The patient was requesting medical records, and based on our policy we charge for medical records, Our charges are based on state regulations.Documentation in her electronic medical record states that when our staff...

member spoke with her and advised the fee involved the patient refused to pay the fee and told us to keep them and do not mail them. A copy of the notes from our electronic health record for this patient is attached. Based on this, we took no further action in billing the patient or releasing records.Should you need any additional information, please advise.Sincerely,Julie M.Practice Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Contact Name and Title: [redacted] / President
Contact Phone: [redacted]
Contact Email: [redacted]@aol.com
Dear Revdex.com, Our GM, [redacted], has called and left messages two times to set up a time to take care of this issue. [redacted] informed me that 90% of the problems with this vehicle were repaired... but he...

thought that a rear converter was possibly damaged by the fault of original needed repairs. He said if our guys overlooked this, we should take care of it for her. I agreed with [redacted]. Now we have to have the car. Please return [redacted]'s call to set up a time and place to do so.

Dear Revdex.com,  Our GM, [redacted], sat with [redacted] in our office and reviewed the tape that clearly shows what was alleged was simply not true. [redacted] was satisfied after reviewing the tape.Sincerely,[redacted]

We have resolved this with the customer

Initial Business Response /* (1000, 5, 2016/02/10) */
[redacted]response has been scanned in and converted to text below (original document is available using the online complaint system).
To whom it may concern:
Ms. [redacted] was in foran oll change on January 2, 2016.
On 1.12.16 she called and stated...

that her motor locked up on interstate and there was no oil filter on her car when [redacted] towed it to his shop. In Moorhead. But in her complaint with Revdex.com she states it happened on 1.14.16. Not true,
I called Ms. [redacted]te on 1.13.16 and asked her about what happened, also asked her if she parked in a garage. She said no, she parked outside. I asked her if there was oll where she parked and she said no.
All Ms. [redacted]te said was, I have insurance and turn it into my insurance. She was not mad and was really indifferent to the situation. She did not seem to care at all about her car.
About 20 minutes later her dad called and repeated the statement that I have insurance and I should turn it into my insurance. When I said I didn't think it was our fault (because oil filters do NOT just fall off 10 days later) he said he didn't care, he had a statement from [redacted]'s saying there was no filter on the car and I should just turn it into my insurance.
offered to put a motor in for free if they purchased a used motor. Her car is all beat up with multiple dents with over 135,000 miles on it.
Her dad said no.... I have Insurance and I should turn it into my insurance.... And he had a letter from [redacted]'s saying there was no oil filter.
Oilfilters do not fall offten days later. In addition, she had to of drove it with no oil with total disregards for the oil light being on and the engine making a huge noise, The oil would have leaked out from filter being loose first. Again, I've been in business 10 years with 20 oil changes a day, 6 days a week, 52 weeks a year. That's over 62,000 cil changes and not one filter ever fell off.
We believe some monkey business is going on and we are not responsible for her damages.

Received your mail today.  Sorry about the tardy response as I was hoping to have more of a decision on this case.  I will update you anyway: We, Meineke and our shop, take any issue very seriously and spend much time and money to become informed as the expense taken may subsequently...

improve us.  Both Meineke and I have practiced this procedure and philosophy for our many years in the auto repair industry.  Whatever is leaned can only help us by: 1) Information will improve our method and 2) It helps the customer to be informed, educated and accommodated. The replacement oil filter was a larger capacity than the original filter. The expression of “wrong” conjures the filter was leaking or incorrectly fitting, neither was the case.  The larger oil filter was damaged because of an accident, not ours, and without the accident, the oversized filter would have lasted for its serviceable life.  Many customers request this substitution and I have used this process on personal vehicles as well.  After much discussion and in an effort to offer some type of Customer Goodwill, we capitulated with repair of engine.  The engine replacement, as suggested, was not necessary.  A replacement engine would be warranted by additional and different damage.  If the "long time mechanic" was basing his recommendation on this limited or biased information, then he would be guessing right to make the recommendation he made. The note Mr. [redacted] is referring to, "Do Not Crank Engine" was for our internal purpose (redundancy) and had nothing to do with his accusation.  Again, the customer’s inference was due to his limited knowledge of the note. The current engine damage is due to overheating the engine and nothing to do with the repair that was done earlier.  Again, the damage incurred will usually indicate the original cause of failure and the current damage did not support Mr. [redacted]'s claim.   In either the original repair or the current issue, there functioning warning indicators on the vehicle.  Whether, they were functioning at the time referenced or whether they were responsive or observed is unknown.  All vehicles manufactured today are equipped with warning lights and/or warning gauges to make the driver aware of impeding problems.  Those warning indicators were working correctly when we checked their operation during receipt of the vehicle.  Finally, I would be curious whom Mr. [redacted] spoke with at “corporate”? Not only have we repaired the car previously, to the tune of $______________, we have again capitulated and offered Goodwill, to the tune of purchasing the vehicle.  Wow, to have “corporate” say we have “refused to help” is not even close to what has transpired and I would like to get to the bottom of the comment. The current bottom line is the customer feels the vehicle is not worth the actual cash value, but more as it has sentimental value and we were not able to agree on a logical price.  Consequently, the entire dilemma has been turned over to our insurance company for their processing.  I do not have a time line as to when we will hear from insurance company as they will have time to investigate the claim.  If you like, I can keep you informed when they do?

Revdex.com Id H [redacted] Mr [redacted]To whom it may concernWork was completed to Mr Cannon's Toyota Highlander in March of 2015. And He did bring back the vehicle back for us to recheck for noise under hood. We did re inspect the timing belt job for noise and did not find any problems with the...

installation. His warranty on the timing belt job is for 90 days parts and labor. Unfortunately this service is out of warranty and  I can not offer any refund.Regards[redacted] District Manager Meineke [redacted]

Dear Mr. [redacted] Thank you for listing your concerns.  Obviously, there has been much frustration because it seems that we were not as attentive as we should have been.  Rest assured, this is neither the intention of business nor the intention of Paul R[redacted].    I am...

thinking, due to the many problems you stated and the many possible solutions that we should both start over with this process and be more thorough this time.  I’m sorry you had any problem with Meineke. Would you please call the Meineke office and ask to speak to me, Craig @ [redacted](ask for Randy, if I’m at a different shop), and you and I can land on a time/date/tech, whatever/whenever is needed to clear this up?

February 10, 2016
Dear [redacted]:
I have received a copy of your complaint to the Revdex.com regarding the Puzzle Club account in your name. I am sorry for any misunderstanding regarding Puzzle Club.
Our records indicate we received a response to one of our promotional...

mailings and it was processed on July 28, 2015. Our practice is to process all order requests we receive unless it is obvious that the request is not legitimate. Often it is difficult to tell, so we process the request in good faith. Please see attached a copy of the original response form that was received.
The Puzzle Club promotional materials included with the response form indicated that an introductory shipment would be sent that included a free Puzzle Buzz book, a free tote bag, and a certificate and stickers. The promotion went on to state that a second book would be included to review on a trial basis. If you chose not to continue with the membership, you could let us know and we would cancel the account and stop any future shipments. The free book and tote bag could be kept with our compliments.
We did not realize that you had not authorized the order and sent a second shipment in accordance with the details of the promotion. I apologize that you did not receive either shipment. I have verified that the account was cancelled on February 10, 2016 and all charges have been removed. The closing balance is zero ($0.00). A letter will be sent to you in the mail confirming this.
I am sorry to learn that you also stopped receiving the magazine for your daughter in May. Since you only received half of the issues on the one-year subscription purchased, I have issued a refund in the amount of $14.82. You may expect to receive a refund check in this amount within the next two to three weeks. Per your request, I have removed your information from our promotional lists as well.
Once again, I sincerely apologize for any inconvenience you may have experienced. Should you have any further questions or concerns, please feel free to contact me at ###-###-####, Monday through Friday, 8:00 AM to 4:30 PM, EST.

Thank you,

Dear Ms. [redacted]:   I have received a copy of your complaint to the Revdex.com regarding your account.  I’m sorry for any misunderstanding regarding Hidden Pictures Let’s Play book club.    The form indicated that you would receive an introductory shipment of Hidden...

Pictures Club, for which you would be charged $6.95, plus a nominal shipping and handling charge.  It then stated that you were free to cancel and return one of the books with no further obligation.  Or, if you chose to continue in the club, you would receive 2 new Hidden Pictures Club books every three weeks at $13.90, plus shipping and handling.  It is clear from the information you sent to the Revdex.com that you never intended to order this club membership. I have cancelled the account and removed all charges, effective August 19, 2016. The closing balance is zero ($0.00). Please feel free to keep any shipments you have received with my compliments. Please disregard any notices or mailings that may have been printed prior to the date the account was cancelled.  I have also removed your information from all promotional mailings and emails. Please allow up to 30 days for all mailings to stop. Once again, I sincerely apologize for any inconvenience you may have experienced.  Should you have any further questions or concerns, please feel free to contact me at ###-###-####, Monday through Friday, 8:00 AM to 4:30 PM, EST.   Thank you, Jeff C[redacted] Director, Customer Contact Centers

I have received a copy of your complaint to the Revdex.com regarding your account.  I am sorry for any misunderstanding that has occurred regarding the Puzzle Buzz offer to which you responded.   The email offer indicated that a Smart Watch would be sent “while supplies...

last.” The response to this offer was great. In fact, the response was so great that our inventory of watches was quickly depleted. Unfortunately, there were no Smart Watches remaining when your order was received.   I will be happy to send you a free Bluetooth speaker as a replacement for the Smart Watch. Please allow 7-10 business days for this to arrive.   Once again, I sincerely apologize for any inconvenience you may have experienced.  Should you have any further questions or concerns, please feel free to contact me at ###-###-####, Monday through Friday, 8:00 AM to 4:30 PM, EST.   Thank you, Jeff C[redacted] Director, Customer Contact Centers

7/13/17 Catalytic converter, we have warrantied it one last time. We talked to the manufacturer who agreed to warranty it again. Catalytic converters don't really go bad, there are no moving parts. The issues are further upstream, issues with the motor that were put on his ticket, tuneup and timing...

chain, which were let him know about in 2015.

To Whom It May Concern:Although we feel that the repairs to Mr. [redacted] 2006 PT Cruiser were performed both properly and correctly, we have issued Mr. [redacted] a full refund in the amount of $254.02 in the best interest of customer service. This refund was mailed out 9-16-2015 return receipt requested to the address of [redacted].This by know means is an admission of fault and should not be taken as such.Should you need anything else please do not hesitate to contact us.Sincerely,[redacted] President

To whom it may concern,The 2007 [redacted] had a exhaust leak when it came into the shop on 1/13/18...I cannot speak for the inspection station that put the new sticker on his vehicle...but I know at our inspection station we follow all the rules and regulations set by the State of Massachusetts and this vehicle had a exhaust leak and a plate light out and was checked by both the inspector and manager..and then the person that brought the vehicle in,not Mr.[redacted],was taken into the shop to show them the problems we found... pictures of the failed equipment were then downloaded to the Registry of Motor vehicles as required by the new State Inspection Laws..As I stated before..the customer can challenge the inspection with the Registry 1-[redacted] and a inspector from the Registry will do I full inspection on the vehicle and determine if it passes or fails..we contacted the Registry at 1pm on 1/13/18 after Mr [redacted] came to our shop and said we performed the inspection incorrectly..if he follows the proper procedure and calls them and they determine we did the inspecton incorrectly we will certainly refund him the $35.00..one thing to think of..why would we call the Registry if we had any doubt that we did the inspection correctly?..thank you[redacted]

Initial Business Response /* (1000, 9, 2016/02/29) */
The customer came in January 16, 2016 and the break pads were replaced.
When the customer came in February 15, 2013 and we checked the vehicle there was damage to one of the rotors and recommended the caliper and rotors be done, but the...

customer declined the repair.
We will not provide a refund.