ComplaintsforMeineke Car Care Center of Branford

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 27 I went in for an oil change on my **** *****. Meineke completed the oil change but was unable to remove the “check oil indicator”. They said they would order the “piece” for their computer and would call me to come back in to get it resolved. A few days after driving my car another indicator came on “max oil exceeded”. I called them again and they said bring it in to get looked at, which I did on Friday April 6th. After waiting for 2hrs at the location they were still running diagnostics. I asked them why this still isn’t resolved and they had no answers besides we still need more time. We are now at 4hrs of wait time between both visits. I have asked them to please stop working on my car as I no longer trust the work. They already caused one erroneous light and didn’t want to risk additional issues. I asked them for a refund ($88) as they did not fully resolve my issue. Well this was met with awful customer service, mild hostility and they blatantly said NO. So what they said was you will be charged for u completed services and a blatant disrespect for my time. Please remember this was ME having to return back to Meineke based on THEM not fully completing my oil change. Victoria and Bob are rude and Victoria kept saying “everything is fine with the oil and they just couldn’t get the warning indicator to go off”. Now you tell me….. when a car has a warning indicator does it not mean there is something not fully resolved. I would like my money back and an apology for their blatantly rude customer service. Regards, ******* ******

  Business response

  04/10/2023

  We are sorry the customer feels this way. as far as the oil change, it has been completed and is all correct. 1st visit was 1hr 40minutes for the oil change and inspection. a good portion of the time was spent trying to reset the maintenance reminder on the vehicle.  At that point none of my scanners would reset the maintenance reminder because this vehicle has a security gateway that does not want anyone other than the dealer to be able to do this. My scanner also said there was a cable needed to bypass this security so you could in fact reset the reminder. So we did order a special cable to try and get this reset for him. On this car the only way to check the oil level is to let the car run for 5 minutes at idle and the computer is suppose to update the oil level on the screen, so it does take longer than most cars. Oil level seemed fine according to the vehicle screen. we informed him we would get this cable and call him when it came in, which we did. a few days later he called and said his car was telling him max oil level exceeded. so i told him to come down when he could and we would take a look at it.  When he came back in we got his car in as soon as we could. found his oil was a little overfilled, our fault maybe we did not let the car idle long enough to see this. i ended up draining about 1/2 qt of oil in 2 tries not wanting to drain too much, as this car takes special oil. each of those drains required another 5-6 minutes of running so the computer would update the oil level. so now it was at the proper level. on this day customer car was brought in at 12.39 and at 2.25 car was gone. so he did spend some time here, and i am sorry but the oil change was still done and completed. i was trying to reset the maintenance reminder when Victoria told me the customer wanted to leave and wanted a refund. i understand this process took some time, but i see no reason to refund money on a job that was performed just because it took more time then the customer thought it would. we even ordered a special cable to try and get this reminder set. this is not a typically easy car to work on, but i see nothing wrong with what we did except took some more time on this car. i do not believe we where rude in any way, except we stated that we would not refund his money. 

  Customer response

  04/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  the job was not completed to full satisfaction 
  
  Sincerely,
  
  ******* ******

  Business response

  04/12/2023

  I'm sorry that it was not completed to the customers full satisfaction, but the oil change service was completed. even if money was refunded, this would still not be to the customers full satisfaction, yet the car was completed. 

  Customer response

  04/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The full project was not completed and this is after two attempts and hours of waiting- my response will not change in this matter. I also imagine if they were the customer they would feel the same. Meineke did part of the job. A complete oil change comes with NO warning indicators. Again, this is unacceptable.

  
  Sincerely,
  
  ******* ******

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