Saturday, July 19, 2014

I don't know cars but I can read an invoice, or, Why I Won't go to Pro Oil Change again

I'm really starting to wonder how I keep running into service companies that don't seem to understand that if you give someone a price on something, that should actually be what they pay.  Hell, just being relatively accurate would be great.   In the general ballpark, even. Whatever.

So, in preparation for an upcoming big-ass road trip, and in the name of general automotive maintenance, I decided to get my car's oil changed on my lunch break.  I've had friends offer to do my oil changes and sometimes I take them up on that but mostly I get lazy and impatient and end up going to a 10-min oil change place.  Usually Midas, but they are admittedly a bit pricey, especially when you start treating your motor-baby to synthetic oils.  Generally in the $90 range for a full-synthetic package.

So I decided to try a different place this time.  Pro Oil Change opened a franchaise near downtown about a year ago and lo and behold, they also had a ten-dollar-off coupon on their website and a claim to a 12-minute drive-through service, which seemed handy considering I get a half an hour for lunch.


Lunch time rolled around and I drove down to see what the pricing was like.  I asked the senior mechanic guy about pricing and if they did synthetic and he told me a full-synthetic oil change was 60 bucks plus tax.  I asked if the coupon was valid with that package and he said sure so I gave him my keys and hunkered down with one of the limited magazine offerings.

On a side note:  How much sense does it really make to have hot rod and other automotive magazines in a 10-minute oil change place?  Anyone interested enough in cars to want to read about them in magazines are probably doing their own oil changes.

But I digress.

Gripe Number One:  I waited a lot longer than twelve minutes.  I guess they were short-staffed, but I still feel the need to include that to give the fullest picture of my overall shitty experience dealing with this particular company.

Gripe Number Two:  My air filter needs changing, apparently.  I was offered a new one for 29.99 installed.  Now, I could be mistaken, but I have bought one of these before and I don't remember it being near thirty bucks.  And I don't know if you've ever seen where the air filter on a PT Cruiser sits, but a monkey could probably change it.  Hell, I'm fairly confident I could change it, and I'm sure there are monkeys with better automotive knowledge than I have.

Now, these first two gripes, I would let slide.  People get swamped, and understaffed.  Shit happens.  People are in the business to make money so they are going to try and upsell.  And honestly, my air filter DOES need changing.


Gripe Number Three:  When I got the invoice, I saw that I had been charged 38.99 plus tax for service and 37.00 for the oil filter and about 5 liters of synthetic oil. 5W-30.

All told it comes to about $85 bucks after the tax.  After I had been told $60+

(for those unfamiliar with HST, the Ontario rate is 13% so after my coupon was applied, I should have been looking at about $58 bucks total)

I pointed out the discrepancy and was told that ".. that's how the computer rings it up.. you see, it's this much for the service and then this much for your oil."

To which I replied "I see that, but you told me it would be sixty dollars, not over seventy-five."  To which he again said that it was the way it comes up in the computer.

Once again, I reiterated that I was told $60 and that the price card I was shown when I came in also said $60 for the package.  If it comes up as over $75 on the computer, then that is what it should say on the price card.  That is what I *should* have been told when I asked about pricing.

I was also told that I needed to account for the tax.  Which pissed me off, because - as I pointed out on the computer screen - the price BEFORE tax was still fifteen bucks more than the price I was told.

The guy apologizes and says that he's run into this problem before and has told his boss about it a couple of times now.  I told him I'm not surprised he's had problems with customers over it because it's a shitty, dishonest way to do business.

I also told him that as a first-time customer this was a crappy first impression and that I felt I had been ripped off.  I agreed to let them do the oil change under false pretences, believing that I would be paying one price, and then being charged more after the fact.

He then apologized and offered to knock 15 bucks off the price, without the coupon.  He gave me the coupon back and said I could use it again the next time I was in.  I scoffed and told him to keep the coupon as I would not be returning.  I also suggested that he pass that message along to the company owner, once again expressing my opinion that theirs was a shitty, crooked way of doing business.

So yeah.  Will not be going back there.  I had full intention of going in this morning and speaking to the manager face to face, but... life.

For now, this will need to serve as my strongly worded letter and my warning to others who may be tempted as I was.. don't bother.  

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