The oil change itself went fine, but I didn't like the way I was treated. As soon as I pulled up the guy started barking orders at me, asking for all my personal information to enter in their computer, and demanded my keys which set the tone for the rest of the visit. I told him all I wanted was a one-time oil and oil filter change and I shouldn't have to provide all my personal information to do so. I also asked him why he wanted my keys and he said it was to prevent me from starting my pickup with no oil in it, as if I would do that... kinda felt like he thought I was an idiot or something.
I usually change my own oil but this was a new used truck that desperately needed an oil change for the first time since I owned it but my old pickup was taking up my garage work space while I was repairing it in preparation to sell.
I knew the drill where they start taking out filters and such trying to get you to buy a bunch of other things in addition to the oil change. I tried to stop it by telling him I just wanted the oil and oil filter changed and nothing else. He should have just said "okay", but he persisted instead and he started reciting all the other services I should have done. So feeling exasperated, I repeated that I just wanted the oil changed... I had to repeat it three times before he gave it up.
My tone shifted from annoyance to irritation when it came time for the bill because it unfortunately seems to be the norm these days to have to jump through all these hoops when making purchases.
They had already started draining my oil before I realized I forgot my discount coupon, so it was too late to go home to get it. I had printed it the night before from their website and left it on the table. The coupon was for $19.95. My pickup takes 6 quarts so I knew it would be a little higher. The cost was around $50. Thinking I was only going to spend $25 or so and then being presented with a $50 bill, I told him I forgot the $19.95 coupon. He said he would ask his manager if he could get me a discount anyway. I appreciated that. In the time he was gone I looked up the coupon on the website using my cell phone and I was surprised to find that the coupon was no longer offered. When he came back he said the best he could do was an $18 discount since I didn't have the coupon. I was good with that, and said so, since it would be unreasonable for me to expect them to honor a coupon that I didn't have.
So, here comes the part that irritated me. I told him I just looked up the coupon on their website on my smartphone and the coupon was no longer there, but I had just printed it the night before. I had agreed to the $32 bill but was curious to as to why the coupon was no longer there... I had just printed it off less than 18 hours ago. And he took a step back and firmly stated "I know for a fact that the $19.95 coupon is not on the website, because it is only mailed to regular customers". It made me feel like I was being dishonest and lying about it or something.
After my service was completed, I went back home and got the coupon and drove back, in a snowstorm no less, to prove I wasn't lying. I didn't want a refund, I just wanted him to know I wasn't lying about it. The printout had a timestamp on it from the night before and it had the URL showing it came from the Valvoline website proving it was authentic just as I had said so.
When I walked back into the garage I pointed to him to get his attention. He looked like a deer in headlights when he saw me. I showed him the coupon, the time stamp, and the URL. He assumed I was wanting a refund, and I interrupted him and told that isn't why I came back. I told him I came back to show him the $19.95 coupon from the website that he said he "knew for a fact" only went out in the mail to regular customers to prove I didn't lie about it. To my astonishment he proclaimed he "never said that". What is it these days with so many refusing to be accountable? I became angry with his denial, yelled that he did, and just turned and left. I mean why would I go through that effort to drive back in the middle of a snow storm if he hadn't said that?
So that was it, no apologies for the misunderstanding, nothing... but just look at me in complete denial as if I was some kind of idiot. He could have done much better. It was an experience I don't care to subject myself to again. I mean the oil change itself was good, and it was quick, but that guy needs to learn better interpersonal skills if he is going to be interacting with customers... you don't bark out orders to customers, make demands, and make them feel like liars and followup in denying responsibility for it. read more
