ReScore Reviews™ (2)
You are right, there was some confusion on our end with your invoice. I was not here, so after speaking to the mgr and service writer, I'd like to explain what happened.
Our service writer is new, and still learning how we have our invoice program set up. On your vehicle, it calls for Mobil 1 oil. Our system is programmed to charge for Mobil 1 when the filter is entered, only on cars that require synthetic. The majority of cars, when we enter the filter number, we then have to add for the additional charge of Mobil 1. In this case, the new service writer entered the filter number, and then inadvertantly added the additional fees for Mobil 1, not realizing that it was included in the filter price.
When the cashier came to him the first time, he thought it was because he forgot to charge the environmental fee, which has been his most common mistake while learning the system. When the cashier came back the second time, he explained more fully to him what the concern was, and thats when he realized you had been charged twice for Mobil 1 upgrade.
My sincere apologies for this not being fully explained at the time, so that you would understand the mistake that was made. I will be using this experience as a tool for my employees to be better at communicating with our customers, and have stressed to the service writer that attention to details is essential when creating invoices. On his behalf, I can assure you that he is very customer focused and this mistake was due to his learning the program we use.
Thank you for taking the time to bring this to my attention and please feel free to contact me if you have any more questions. I will note on your acct a $20 discount on your next oil change, with the hope that you'll give us another chance to give you 5 star service.