Express Oil Change & Tire Engineers review: Refund for services not performed

Roderick Barnett

6021 Golf View Crossing

Locust Grove, Georgia 30248

[protected]@gmail.com [protected]

09/13/2023

Customer Service Department Express Oil

Subject: Complaint Regarding Unauthorized and Incomplete Service on 2019 Mercedes Benz, Sprinter 2500 - Bank of America Claim Number [protected]

Dear Express Oil Customer Service Team,

I am writing to formally lodge a complaint concerning the unauthorized and incomplete service carried out on my2019 Mercedes Benz, Sprinter 2500 [VINWDZPF0CD4KP111916], specifically in relation to its braking system. I initially brought my vehicle to your facility on 8/4/2023, with the understanding that the Master Brake Cylinder would be replaced. I was informed by your technician that the service was completed as requested. However, upon inspection, it was revealed that the Master Brake Cylinder had not been REPLACED OR WORKED ON, THE TECHNICIAN MADE A DECISION WITHOUT MY AUTHORIZATION OR APPROVAL, AND WITHHELD THIS INFORMATION. I WAS TOLD THE MASTER BRAKE CLYNDER WAS REPLACED. HE SLIPPED AND TOLD ME HE DID NOT REPLACE THE MASTER BRAKE CYLINDER, WHEN I CAME BACK WITH THE SAME BRAKE PROBLEM. Then they were apologizing for the confusion and started to explain the Brake Booster now has the name Master Brake booster?

Furthermore, Adrien Semper from your team suggested bringing the van back to replace the Master Brake Cylinder after acknowledging that the initial work had not been done. At this point, my trust in your services had been seriously compromised. Consequently, I opted to take my vehicle to Southern Tire in McDonough, See “Exhibit A” in McDonough, Georgia, where they replaced the rotors and brake pads. This service completely resolved the soft brake issue I was experiencing. For your information, this request for full refund has been filed under Bank of America Claim Number [protected]. Which you denied

To compound the issue further, I verified with Mercedes Benz that there is no record of the Brake Booster or Master Cylinder ever being serviced on my vehicle. The Van has a computer know as the Black Box. This is in direct contradiction to the claim your team made that work had been done on this component.

I am greatly disappointed by the lack of professionalism and honesty displayed by your team. Not only was the work not carried out as authorized, but your team also made false claims regarding the service rendered. This is unacceptable and potentially dangerous, as it involves the braking system of the vehicle, which is crucial for safety.

To resolve this situation, I request:

1. A full refund of the amount charged for the services that were not performed.

2. An official apology for the inconvenience and potential safety risk caused.

3. An internal review of your service protocols to ensure that this does not happen to other customers in the future.

Please respond within as soon as possible to confirm how you will resolve this issue. Failure to adequately address my concerns will compel me to take further action, including but not limited to filing a formal complaint with relevant consumer protection agencies and posting public reviews detailing my experience. I have called your Phone number and left a message on 9/13/[protected]. No Response.

Thank you for your immediate attention to this serious matter. I look forward to your prompt response.

Sincerely,

Roderick Barnett