In December, I asked my wife to take our 2007 Mitsubishi Galant to the local Texaco Xpress Lube, located at 7740A Bruton Smith Blvd. Concord, NC 28027, Get Directions (704) 979-3114.
She called me from the location and told me that she was being asked to accept additional services to the vehicle. I told her to advise them that I would handle the additional services myself, and all I wanted was the Oil Change.
She called me again after she left, and told me they were very upset at her for not accepting the additional services they tried to offer. She said they also did not clean/vacuum the interior of the car or correct the tire pressure on the tires. The low tire pressure light was still on.in addition, the free car was a joke at the Texaco next to the Xpress Lube. It was not working properly and there was a problem with the equipment.
I am very disappointed at the tactics to cross sell other services, and then provide a less than standard service when they are declined. I have been to this location myself in the past, and received excellent service. This makes me believe it was because I am a man. My wife, being a female and Hispanic with a strong accent, should NOT receive any less of a service than I did.
I have had bad experiences with oil changes from Wal-mart in the past, but I do not expect that from Texaco Xpress Lube, who specializes in oil changes! I file a complaint directly with the Consumer Connection Center Chevron Products Company. It has been weeks, but here is thier response:
Dear Mr. XXXXX, We would like to follow-up with you regarding to the complaint that you filed with the Consumer Connection Center on January 4. As you recall we mentioned at that time that we would contact the retailer, LSAA, INC DBA, and ask for a response from the station within 14 business days. As of February 2, after several follow-ups, we have not received a response from the station. The role of the Consumer Connection Center is to resolve customer problems with company owned stations when we are able, to act as a mediator between the customer and an Xpresslube retailer or marketer, and to facilitate a reimbursement when warranted. Many times a dispute can be resolved to the satisfaction of both the customer and the dealer. Unfortunately, other times like this one we have not been able to gather any information from the station owner to assist us in resolving this dispute.
We appreciate the time you have taken to write to us and to give us the opportunity to continue to serve you in the future.
Sincerely, Consumer Connection Specialist Consumer Connection Center Chevron Products Company.
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