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Should I be worried? (oil change shop)

June 28, 2016 05:28AM
I shelled out $38 for an oil change today and I am really nervous about getting reimbursed through no fault of my own. If I was paying, I would have used a coupon...of course. This shop did not allow coupons.

Back story:
I completed an oil change shop at this location two oil changes ago. They suggested new brakes and some work on the exhaust system as well as some other items which I, of course, declined since they do not allow you not to have any work done beyond the required oil change. I returned today for an oil change and the guy asks me "Last time you were here, we recommended you take care of some things, such as the brakes, are you interested in taking care of that today?" I said "No thanks" (since I know no additional work is allowed). The employees are supposed to go through a Courtesy Check form with you (which he never did). When I got my invoice, at the end, it said "customer declined courtesy check." Why would I decline the courtesy check? That is where they make sure my tires have enough air in them and my fluid levels and all that other good stuff. I never declined that! I emailed the scheduler and mentioned the issue to him (which I am hoping is NOT an issue) but I am going to feel anxious about this until I get paid.

Should I be worried?
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More About Oil Change & Car Service Mystery Shopping
June 28, 2016 11:00AM
Now that you are a "regular customer" and they clearly remember you from one time to the next, they know what they recommended last time and they know you declined. When he asked you "Last time you were here, we recommended you take care of some things, such as the brakes, are you interested in taking care of that today?" he was offering you a courtesy check. When you said "No, thanks," if I had been him, I would have believed you declined. You pretty much told him you wouldn't consider fixing anything so he shouldn't bother. Why would I walk you through a list of things that needed to be done when you had told me up front "No, thanks." My suggestion, instead of "No, thanks," would be "I don't really remember what all was recommended..." or "I'm not sure, the brakes and what else?" or something other than "No."

If you explained in your report, you probably don't need to be worried, because he actually broached the courtesy check with you by mentioning the brakes and referencing the last time you were in. I think he met the requirement for going through the courtesy check. Next time I would just be more open and let him go through it instead of shutting him down so soon.
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June 28, 2016 11:17AM
I think if you explained exactly what happened in the report, you should be okay.
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June 28, 2016 12:44PM
My bigger concern: Is that whether you get those things done "there" (brakes, exhaust, other important items) or at another business, it sounds like they still exist and should be taken care of soon. smiling smiley
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June 28, 2016 01:30PM
Not necessarily Sunny. Long before I started mystery shopping I went to a chain place for an inspection to get my plates renewed. They told me my car had all these severe leaks, it would cost $1,200 to repair and they were not going to pass it for me to renew the plates because it was too dangerous. I left and made an appointment somewhere else for the following day. After the second shop gave me paperwork showing the car passed I asked them about the leaks. Their response was, "What leaks?"

Equal rights for others does not mean fewer rights for you. It's not pie.
"I prefer someone who burns the flag and then wraps themselves up in the Constitution over someone who burns the Constitution and then wraps themselves up in the flag." -Molly Ivins
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June 28, 2016 08:16PM
I think you'll be okay as long as you explain what happened. I don't believe that by declining the brake service that you declined a courtesy check. I always refuse additional services with the big chain oil change companies, but they still give me a free courtesy check each time.
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June 28, 2016 08:33PM
Isn't the courtesy check where they check your fluids and top them off if needed, and check your tire air? Seems like declining a recommended service is different than saying, "no, please don't check and maintain those free little things that you do when I come to get my oil change". Did they vacuum the interior and clean the windows? I swear I can't remember the last time I vacuumed my car... when it needs it, I just assume I'm due for an oil change. grinning smiley

Shopper in California's Bay Area
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June 28, 2016 08:51PM
I am always fascinated by what comes up on the 'courtesy check list'. I most frequently go to a location that has drive through service lanes and I usually stand near the exit where the guys are working so I can see what is going on while I have a smoke. I can see what is checked and what isn't. Long ago the courtesy check showed recommendations of things that had not been checked. The guy indicated that most of their 'recommendations' are based on mileage and are churned out automatically by the computer based on vehicle and mileage. We then talked about what he personally had checked and he indicated I should stop by Walmart and pick up a new air filter because mine was getting grubby but theirs were 3X as expensive. If I didn't feel comfortable changing it myself, just bring it along next time and he would put it in N/C. He also recommended an additive for the oil and an additive for my gas to pick up at Walmart and he would put the additive in with the oil next oil change for me.

I found this guy on a shop. When they stopped being shopped, I continued going there because I felt the guy was good. He owns his franchise and I'm sure the franchise would not be happy with what he recommends, but as a customer it keeps me being a customer there.
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June 28, 2016 08:57PM
I have felt, in the past, that some of the recommendations they made for me were unnecessary and that perhaps I was being preyed on because of my youth as well as that I am a woman. Last time when he told me about the brakes, he said it seemed like I needed new ones but that he could not tell unless he did an inspection. They don't grind when you press on the brake so how can he tell me that it seems like I need new ones? I prefer to get the stuff I actually need done at my own mechanic. I also don't mind that I need new flex pipes (part of the exhaust system) and that my vehicle is louder than normal. The last mechanic told me that some people pay for their cars to sound that way. I, of course, have a mini van. If I fixed the flex pipes, then I would lose the joy I get from using my remote start to turn on my car while unsuspecting people are passing by and get startled from the loud and unexpected noise it makes when you turn it on.

MU HA HA HA
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June 29, 2016 12:04AM
@LisaSTL wrote:

Not necessarily Sunny. Long before I started mystery shopping I went to a chain place for an inspection to get my plates renewed. They told me my car had all these severe leaks, it would cost $1,200 to repair and they were not going to pass it for me to renew the plates because it was too dangerous. I left and made an appointment somewhere else for the following day. After the second shop gave me paperwork showing the car passed I asked them about the leaks. Their response was, "What leaks?"
I have had a few bad experiences at a famous oil change shop (not a mystery shop) where they said I needed $800 work on my air conditioner...(air coming out warm) ...then a friend at work had her husband look at it and it was just a belt tightening! He refused to take any money from me but I dropped a $20 on his red toolbox.

I do understand that most of those places have a checklist but the mentality needs to change just a wee bit (at least get a second opinion) because what if Tanya really needs brakes? Just sayin'.... I realize they are in the business to jack up what you need but if I heard that I needed those items or more, I would get a trusted person to see which items I really needed. smiling smiley
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June 29, 2016 02:37AM
I got brakes checked 2 different times with this company. Second time, the auto place didn't charge me, cuz breaks were perfect last time and no work was done. I still got paid for the whole shop. I love oil change shops, just got one Sundaysmiling smiley
Im sure youll be fine.
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June 29, 2016 03:05AM
If you do Midas and any other auto dealer oil change shops, they will all attempt to upsell you supposedly broken idler arms or whatever. However, this is not the case with oil change shops at Castrol. But there are so few of these franchises because they tell me their standards are very high which is a good thing for all of us.
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June 29, 2016 04:36PM
I would NOT interpret the question about the brakes/exhaust to mean they are asking if you want a check....but if you really need brakes...it makes no sense that you have not done them in a couple oil changes....I would not have gone back to that location if I hadn't had the work done or at least checked by my regular mechanic....and then you can tell them your regular mechanic serviced the car.

the employee should go through the motions of the check even if he thinks the customer won't do anything because that is what the company requires.
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June 29, 2016 04:43PM
They are always upselling, I'd take my car for a second opinion if your worried. I always say not today thanks, nothing happens as far as your work.

Live consciously....
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June 29, 2016 08:17PM
@Jay C wrote:

Now that you are a "regular customer" and they clearly remember you from one time to the next, they know what they recommended last time and they know you declined. When he asked you "Last time you were here, we recommended you take care of some things, such as the brakes, are you interested in taking care of that today?" he was offering you a courtesy check. When you said "No, thanks," if I had been him, I would have believed you declined. You pretty much told him you wouldn't consider fixing anything so he shouldn't bother. Why would I walk you through a list of things that needed to be done when you had told me up front "No, thanks." My suggestion, instead of "No, thanks," would be "I don't really remember what all was recommended..." or "I'm not sure, the brakes and what else?" or something other than "No."

If you explained in your report, you probably don't need to be worried, because he actually broached the courtesy check with you by mentioning the brakes and referencing the last time you were in. I think he met the requirement for going through the courtesy check. Next time I would just be more open and let him go through it instead of shutting him down so soon.

I've done this shop a bunch of times and they always do the courtesy check, no matter how many times I've been there before and no matter what work they previously said needed to be done. (You are not allowed to get anything done but the oil change while on the shop.) They are also supposed to go over what they will do with you at the beginning of the appointment, including telling you that they will do the courtesy check. The courtesy check in this case includes an actual written form, filled out and reviewed at your car.

I don't think the shopper is at fault here.
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June 30, 2016 02:53PM
@jmitw wrote:

....but if you really need brakes...it makes no sense that you have not done them in a couple oil changes....I would not have gone back to that location if I hadn't had the work done or at least checked by my regular mechanic....and then you can tell them your regular mechanic serviced the car..

I agree if they really needed new breaks. However, there is a lot of room between recommended and needed for break pad replacement. On my Gen. 2 Prius the dealer started recommending replacement when the pads were down to 4 mm but on that car the 4 mm left would actually last another 50K miles or more. Mechanics often start recommending break replacement long before the pads are actually worn out.
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June 30, 2016 03:04PM
I would always get a second opinion. Sorry, I don't trust any of these chains, I've heard to many nightmares.
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June 30, 2016 05:50PM
I have had this happen to me twice. Once for air filter once for inspection. I explained it in the narrative and I was paid months later as usual.

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July 01, 2016 06:01PM
i had the opposite experience with a brake check shop..they told me I had at least 25k miles left..15k later....i started hearing noises.....and they needed to be replaced
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July 02, 2016 09:20PM
Yes, one place I have gone to a few times scares the h**l out of me each time....telling me all the things that are "wrong".
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