Shell Rapid Lube

Went here the other day for a standard oil change, which has typically included a tire rotation at any other oil & lube place I’ve been to. Not the case here, it’s $ 25 extra dollars to get a tire rotation with your oil change, what a ripoff.

I like supporting small businesses so I pulled into the back and a young man asked me what I needed. I explained an oil change and safety inspection. The mechanic then asked me if I wanted a «full service» oil change, I replied «Yes.» I asked him if he needed my info, he said no took my keys and asked me to wait in the waiting room. I left when my friend picked me up for lunch.
I returned over four (4) hours later. Michael helped to check me out, very polite and thorough. He had trouble checking me out because the computer didn’t have any info of my oil change (RED FLAG!!) Michael remarked that the information wasn’t in the computer but thought perhaps someone had it in the computer in the work area, he also needed to know who did the oil change. He walked out into the work area and was there for a good five minutes. He came back with another you man.
The other young man (short dark brown hair, with some tattoos on both arms) came in with Michael. This young man (didn’t have a uniform on but had a cell phone and was OBVIOUSLY playing a game — it was still on his cell phone screen.) He called Michael a few choice words (very very unprofessional considering a customer was RIGHT in front of him!) He finally got my info in the computer and Michael finished the check out.
As I am walking out to my car, Michael runs out. He mentions something about checking my car to make sure I have my oil change sticker reminder– guess what… NOPE. He goes back in to the three mechanics standing around talking. He came back to me and said «Um ma’am we didn’t do an oil change on your car only an inspection.» I said «WHAT?» Michael proceeds and states «Well you only told us you needed an inspection.» I stated «I certainly DID NOT. I asked for an oil change and the gentleman who did the intake asked me if I wanted a FULL SERVICE Oil Change. So he CLEARLY knew I requested an oil change.» Michael then asks if I wanted my oil changed, they could do it right then. I stated I had no time, I left my car for over four hours and now I am in a time crunch with picking up kids and sports practice, so «NO just give me a REFUND.» Michael, perplexed goes to talk to the same mechanic who had helped him out on the computer. That guy comes to the inside to help process my refund. I handed the guy my receipt, he asks «uh.was it cash, credit or debit?» Ok can this guy NOT read the RECEIPT? (maybe your eyes hurt from playing that game on your cell phone) As this guy was processing my refund I state «I’d like to talk to your manager or owner.» He gives me my receipt and refund and as I am walking out he says «Oh there’s Steve, the owner.»
Steve walks over and I explain what had happened. The mechanic interrupts and states they thought I only needed an inspection because «you didn’t ask for one!» I replied of course I did, they even asked me what type of oil change — full service? So the next excuse was «the guy who you spoke to didn’t tell us and he’s already gone home for the day.» (as if confirming with him would clarify if I did or did not? So they were insinuating that perhaps I was delusional and made it all up right???) So Steve says if you leave your car we can do the oil change and have «it done in ten minutes.» REALLY Steve, what happened to «I’m sorry we messed up» maybe it was something along the lines of «I’m sorry we can’t admit we messed up so I’m just going to sit here and make excuses for my incompetent employees» I replied «What type of oil change am I going to get in ten minutes?» (really a full service oil change in TEN MINUTES… no thank you!) I walked off.
SO if it had not been for Michael checking for a reminder sticker Shell Rapid Lube would have charged me for a Full Service Oil Change even though it was NEVER done! WOW.
My family has brought our cars here for the past four (4) years. Each time the service has continued to deteriorate. Last time they forgot to change the air filter when I specifically asked them to. Luckily I asked to see my old one. Less and less customer service and more and more a bunch of guys standing around shooting the breeze. Well now that Christian Brothers has moved in up the street I plan to go there. I will take my family’s business and money elsewhere since obviously the Shell Rapid Lube doesn’t value my business.