Allow us to take care of your vehicle. We want to help you in any way possible. Money is not our only motivation. We want to assist you the right way. I personally want to ensure that both you and your vehicle are cared for properly. Allow us to take care of your vehicle. We want to help you in any way possible. Money is not our only motivation. We want to assist you the right way. I personally want to ensure that both you and your vehicle are cared for properly.
Verified CustomerHi Sofia,
Thanks for the opportunity to serve you. We were surprised
by your confusion with our pricing. Our $38 Castrol High Mileage Oil Change price is what you paid on 9/13 when you initially received service with us, and is the lowest is Cobb County. Our $38 price is also posted on our price board. (Unlike other oil change chains our Integrity Pricing is all inclusive including tax.) We do have a $10 rebate in effect for your oil change until 4/30- and you will receive a check for $10 from Castrol.
We are very sensitive to the surprise “add ons” other business charge, but unfortunately your car does require a special cartridge filter. We advised you of this with your first oil change, and provided the first filter free of charge as a courtesy. However, we could not continue to do this. Retail price at AutoZone for your filter is $8.49, which is what we must charge. 80% of cars we service do not require cartridge filters, but unfortunately your car does.
If you recall, you yelled at us for over 30 minutes about this charge, while we waited for the oil filter to be delivered from AutoZone. As we explained, we stock filters for 99% of vehicles, and yes we pride ourselves in completing these oil changes in 15 minutes or less. We offered to not change the filter (but did not advise this), but you were opposed to this solution as well.
You were so upset and vocal that you may not have realized
that two other customers decided to leave and come back for service later. Also, we have a “no unescorted customers” rule in our service area, and when you began to walk around in our repair area, you left our service writer with little choice but to call the police for help. You subsequently left without paying your bill, forcing us to ask the police to contact you and convince you to pay us.
We tried to resolve this issue with you peacefully, and even
gave you a certificate for a free oil change in attempt to resolve this with you. We can understand the stress you were apparently feeling financially, and we simply prefer to get along with our customers under any circumstance.
Please realize that your car requires a special cartridge filter that we do not stock, that costs us an additional $6.50. We retail this filter normally for $8.49, which we believe is very reasonable for the convenience of having the filter delivered. Other oil change locations charge $20 for this filter. You were advised to contact any of the parts stores around us to confirm that our price is at or below other parts retailers, and I hope that you eventually do this.
We truly endeavor to help every customer we serve, and our
prices are intentionally set below market average prices. We work very hard to maintain our excellent reputation. I am sorry that this situation was as difficult as it became, but hope that you can take a moment to reflect on the situation, what is fair, and consider if we truly deserve this poor review. We all have bad days, and we are happy to just chalk this up as one of them.
