Oil changes are done by our general service technicians - they were not milling around but did have several jobs to complete when your job ticket was created. This is not our normal pace especally after just adding an additional general service tech to help with the flow. Everyone's time is important and we are sorry to have taken so much of yours.
Actually there is more to the story - the vehicle had a check engine light that we retrieved the code and diagnosed an inoperative catalytic converter and gave an estimate for the repair before she added the oil change to the ticket by this time 45 minutes had passed - the emission repair was not done but we did a diagnosis and reset on the computer memory at no charge - this is normally a 74.00 charge that was waived to just be a nice guy.
I am sorry Ms W feels like she had a bad experience with us. We value all customers and strive to perform the best work possible so we take accusations like this seriously. In the spirit of customer relations we did another oil change for her at no charge.
All oil looks alike at high mileage but the brand of oil filter and the inventory of this filter being correct indicated the service was performed.
Unfortunately it did take a while to get the vehicle into our shop on a busy Saturday morning with the shop full of cars even though there were few customers present.
When possible we confirmed the oil filter was our brand which is in itself not conclusive but indicates we changed it. It had been 5010 miles since the vehicle had been in and the oil was dark and oil level was low. This type of vehicle is known to consume oil as a Google search will indicate and my own experience with a 2002 Trooper II with the same engine confirmed.
At this age and mileage the oil level should be checked more often to prevent low level conditions which we would be happy to do.
We would like to continue to service Ms W's vehicle but if there is a lack of trust this may not be possible, however it is now time for the 6,000 mile tire rotation, free with tire purchase.