My wife and I went to the Economy Lube location in Brantford on the afternoon of September 10th with our 1995 Ford Explorer for a simple oil change and radiator flush but it didn't turn out to be so simple after all. Our Explorer was running like a dream and we've only had it for approximately 8 months. We paid a total of $2,500 for it and it wasn't giving us any hint of any problems. We were just being sure to keep the maintenance up on it so that it would last us for quite some time.
This Economy Lube started checking things we never asked to be checked and we don't know a whole lot about cars ourselves so we were waiting in the lobby and next thing we know one of the employees comes walking up to us with a piece of metal and saying how we need to think about getting our differentials serviced in the future and we were told by this employee and by Mike, the manager there that our truck was in excellent shape other than needing the differentials serviced in the future and having a transmission flush done. We explained to them we couldn't afford to have these things done on this visit but would see about having them done on a future visit.
We paid our $146.00 for our oil change and radiator flush and drove on and went on our way not knowing our expecting for anything to be wrong with our Explorer. Just before we left, Mike the manager told us not to panic if we smelled any burning smell or if we saw anything leaking out of our truck because "they use water to clean things after the oil change so that the oil doesn't leak down in the driveways".
The next morning while my wife was driving to work our Explorer made a terrible clunking sound and died and we ended up having to have it towed off to a local shop here where we were told that somebody had left the fill plug out of the rear and all of the oil leaked out destroying the rear-end and that the rear-end would have to be replaced so I called the Economy Lube in Brantford and explained this situation to Mike the manager there to which he just kept saying "Oh geeze!" Then he told me that I'd need to go in and fill out some kind of warranty paper and to not worry about the repair costs or anything because they would handle it. Of course going into an Economy Lube location that's over half an hour away from your house isn't very convenient without a car so I called the Economy Lube Administration number and explained the situation to a Customer Service girl who ended up putting Chris who identified himself as the General Manager of Economy Lube on the phone.
Again I was told not to worry about anything and to have the shop bill the repairs to them and they'd take care of everything and have our truck back to us as good as new. The shop here discovered when they went to replace the rear end that they wouldn't be able to without causing some other problems with the truck which they were told Economy Lube wouldn't cover paying for but they told me that Chris the General Manager had told them that if we wanted to go this route, he could just give us the costs it would've taken to repair the truck and we could put it towards getting another car. Of course we really DID NOT want to go this route because like I said we haven't had any sign of any problem with our Explorer, it's ran like a dream and we've only had it for about 8 months.
The costs of repairs was estimated to be at $1253.52 but after not being able to find or think of any other option I called Chris back and told him we just wanted the cash for the costs of repairs like he had offered. He then proceeds to tell me that either it can be fixed at "their shop for $600.00 or he'd give us $600.00 cash" He said the shop we had it in was trying to overcharge us and those were our ONLY options.
Anybody who has ever had to have a rear end replaced on a Ford Explorer has to know that the $1253.52 price is not an overcharge. That is a costly repair and it involves lots of work, changing the fluids, loosening and taking off the brakes, putting them back on and tightening them... Etc. Etc. Etc... So I told Chris that really wouldn't work and that he said he'd give us the costs of repairs in cash, that's what he told that shop it's in that he'd do and I need $1253.52. He then repeatedly told me he'd only give me $600.00 and that our truck is worthless anyway. How's that for customer service? F*k up somebody's car then try to short change the amount you'd be willing to give them to compensate for it?
Also who would trust a $600.00 rear end replacement that was done by a company that couldn't even handle doing an oil change and radiator flush without severely damaging your vehicle? Read this report and all the other reports about Economy Lubes in various locations and ask yourself if it's worth it to save time getting your oil changed by these kind of people? I don't think it is.
For the sake of your car, truck, van or whatever you're driving AVOID ECONOMY LUBE AT ALL COSTS!!! They do careless work, destroy your vehicle and have the worst Customer Service of all time. Here it is one week later and my wife is still having problems finding rides to and from work. She works about 30 miles away from our home and does Economy Lube care about the inconvenience they caused us? No. Have they tried to handle this situation and resolve it in a reasonable manner? No. It seems to me all they're concerned with is trying to save themselves all the money they can save themselves and care less about the customers who were wronged. Maybe they f* up everybody's car with the thought in mind that everybody will take their car back their to get it fixed afterwards and it'd be more money for them?
In any case I would suggest everybody avoid this company and let all your family and friends know to avoid this company too. Your car will thank you for it.
DavidHagersville, Ontario
Canada
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