1996 Ford Explorer questions about car tune up

VANESSA.S

MEMBER
1996 FORD EXPLORER
6 CYL
2WD
AUTOMATIC
91,000 MILES

I took my car to this place to get an oil change and I am looking at the reciept of what they did:

Rear diff. Service: $49.99
Radiator fluid exchange: $99.99
fuel filter service: 59.99

i have a few questions. Are these services that are necessary in your opinion and do the prices sound accurate?

another question. Now, my steering wheel makes this loud noise when it turns and it didnt use to before I took it to this place. I feel like I was taken advantage of because I am a female. And now im scared to take it to another place to get it fixed or looked at because I dont know if they will lie to me because im a female and dont know a thing about stupid cars, or if I should have a man go with me back to that place and make them fix my car for free.

My father is a lawyer so im having him contact the company for a refund because I had a bad feeling about taking my car there.

Thanks I would love an experts advice

9 Replies

RICKMAR

MECHANIC
170 POSTS

Hi Vanessa;
If you stated to the person. Where you took your car to that you wanted an "oil change" and the three items on your receipt indicate the following:

Rear diff. Service: $49.99
Radiator fluid exchange: $99.99
fuel filter service: 59.99
The three items above are not associate in anyway with an "Oil Change".
YOU HAVE BEE A VICTIM OF (the cliche) "PURE HIGHWAY ROBBERY" ! - Which is absolutely terrible to say the least.

(I have other words for it and I am sure you do too).

Rear diff. Service, Radiator fluid exchange and Fuel filter service have nothing to do in any way, shape or form with the requirements of an "Oil Change"
An oil change consists of "5 quarts of oil and an oil filter" on the average of $25.00 just about anywhere.
The total for the three services of $209.97 do not pertain to an "Oil Change" at all and is totally inaccurate! - Something is definitely wrong somewhere.

I hope this information helped;
Rick

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Sunday, December 13th, 2009 AT 3:32 PM

VANESSA.S

MEMBER
6 POSTS

Hi again here is that company where I took my car, I emaield them and threaten to sue. This is their response. Would you mind reading this and tell me how to reply. He is the director of compliance and he admitted that I was sold a service that I didnt need. So he offered to refund me for that. But I feel that it still is not good enough because I was sold something that I was told I needed which is illegal and unethical, and second, they dont advertise all of those other services to which they offer and check when customers come in. They offer only oil changes and thats it! So they should make that clear in the advertising because I feel it is false advertising. Anyways, if you can let me know what to reply or if you think this would be case for a law suit, I would greatly appreciate it:) thx!

From: Maurice Flores
To: Vanessa

Vanessa,

Than you for the information you have provided me, I was able to reprint a copy of the invoice so I can see exactly what was done to your vehicle.

According to invoice that I have reprinted from the service date it shows that the following services were done to your vehicle:

- Full service oil change

- Rear differential service

- Radiator fluid exchange

- Fuel filter service

Now, my understanding is that you feel that the additional services that were done were not necessary and you feel that you were sold services that were not needed and you also feel that you were discriminated against because you are a female customer.

First, let me say that it is company policy for technicians to go over what they have done to the vehicle during all Full Service oil changes and it is also standard procedure to go over any maintenance recommendations that your vehicle manufacturer has for your specific car. This procedure is done with everyone, male or female which I have confirmed thru the video camera system that we have at all stores and was being done at this particular store thru out the day.

Now you are right in the sense that a differential, radiator and fuel filter have nothing to do with an oil change but keeping up with the maintenance is very important and are services that are recommended to be done according to your vehicle manufacturer recommendations. I have looked up these recommendations to verify that what the store recommended and or sold you were accurate recommendations and are based on "Severe Driving Conditions" you can also verify this information in your owners manual.

- Transmission service is recommended every 21,000, so it should have been serviced at 21, 42, 63, and 84,000 miles.

- Radiator service is recommended first at 48,000 miles, then every 30,000 miles and or 36 months.

- Fuel filter is also recommended every 30,000 miles as well.

- Rear Differential service is recommended at 99,000 miles which is the only service that I see that was not due to be serviced yet because you still had about 6,800 miles to go. The only reason you would want to service it early is if the differential was submerged in water and or you were using the vehicle to tow.

Severe Driving Conditions as defined by your manufacturer are:

- Trips of 5 miles or less and or if the temperature remains below 32 degrees Fahrenheit

- Trailer towing

- Operating in dusty, sandy or salty areas

- Extended idling

- Stop and go traffic

- Vehicle used for delivery services, police, taxi or other commercial applications

- Driving continuously in excess of normal highway speeds.

If none of these apply then your maintenance recommendations should be based on "Normal Driving Conditions"

The only interval that would change at this point would be how often the transmission would need to be serviced. It would go from every 21,000 miles to every 30,000 miles.

EZ Lube also has a few preventative maintenance recommendations such as the Power Steering, Intake System Cleaning and Engine Flush services to extend the life of your vehicle. Keep in mind that these are our recommendations and are not required according to your vehicle manufacturer recommendations.

As you can see all of the services except for the rear differential were due to be serviced according to the vehicle manufacturer recommendations.

According to the video footage, I was able to see that the technician came into the lounge around and sat next to you where I would imagine he recommended several services to be done.

The technician goes back out to the service area and prints out another estimate copy for the additional repairs, brings the revised estimate to you and then you signed authorizing the additional services to be done. If I have missed any part of this particular transaction with you and technician please let me know.

I also want to point out that I was able to confirm thru the video footage that all of the services that you authorized were serviced and completed properly according to our company policies and procedures.

At this time I am willing to refund you for the rear differential service being that it was not due to be serviced yet. In regards to the power steering I was able to see that the technician checked the level of it and according to the invoice it states that the level was "Full". I would recommend that you have it looked at by your mechanic to see what the problem is. Once your mechanic inspects the power steering unit and he is able to determine what is making the noise let me know if it was caused by anything that we did before you authorize any repairs to be done. I sincerely apologize for the inconvenience and I hope that I have answered some of your questions and or concerns regarding your visit at the Laguna Hills location. Feel free to email me back if you have any further questions and or thoughts.

Thank You,

Maurice Flores

Director of Compliance

EZ Lube LLC

mauricef@ezube. Com

(714) 556-1312 Ext. 4153

From: Vanessa [mailto:vanessa.1983@yahoo. Com]
Sent: Friday, December 11, 2009 12:48 PM
To: mauricef@ezlube. Com
Subject: REFUND

Hello:

I have copied the details of the receipt:

(details removed)

I was very naive to go into this place alone. I had gotten oil changes prior at other places and I know these places try to sell you things. Now I have done my own research and am showing all of the documentation to my lawyer.

Rear diff. Service, Radiator fluid exchange and Fuel filter service have nothing to do in any way, shape or form with the requirements of an "Oil Change". An oil change consists of "5 quarts of oil and an oil filter" on the average of $25.00 just about anywhere. The total for the three services do not pertain to an "Oil Change" at all and is totally inaccurate.

Now, my steering wheel is making a very loud noise when its turned and it happened immediately after I got my car serviced at the 24281 Moulton Pkwy. Location. I just noticed on the receipt it says Power Steering Fluid: Y

So if they did something worse to my vehicle, is unnaceptable and I have no qualms about taking legal action in the state of california against this company for unethical practices and would like a refund because I feel completely taken advantage of.

I do not appreciate this and feel they saw a female by herself and discriminated against me because I did not go in with a man. Also, there was a man sitting next to me getting his car serviced, and they did not tell him that he needed any extra services. I just remembered that.

I would like the full amount refunded to my card.

From: Maurice Flores
To:
Sent: Thu, December 10, 2009 8:20:45 AM
Subject: RE: Service Questions

Vanessa,

My name is Maurice Flores and I am the Director of Compliance for the
company and I am the one who will be investigating your complaint against
the Laguna Hills location. I have read your complaint and understand that
you want to communicate via email which I am ok with at this point. I want
to look into and investigate all of your allegations so can you first give
me the license plate number of your vehicle so I can retrieve the actual
documents so I can see exactly what was done to your vehicle. Can you also
tell me what services you feel where not necessary and the reasons behind
it. I look forward to hearing back from you as soon as possible so I can
begin my investigation. Once I have retrieved all of the documents and have
had a chance to look everything over I will respond back to you with my
resolution.

Thank You,

Maurice Flores

Director of Compliance
EZ Lube LLC
mauricef@ezlube. Com
(714) 556-1312 Ext. 4153

Original Message
From:
Sent: Wednesday, December 09, 2009 2:45 PM
To: info@ezlube. Com
Subject: Service Questions

Attention: Service Questions

Message: Hi EZLube. I am filing a formal complaint against your company for
unwanted services an would like this issue fixed immediately. Please forward
this message to your company lawyer, or the supervisor in charge of
complaints. I took my Ford Explorer into your station in Laguna Hills at
24281 Moulton Pkwy.
Laguna Hills CA 92653.

I was alone, and I feel that I was taken advantage of because I am a female
who did not come in with a man. Your staff members, one large man in
particular, said that I need a bunch of services that I feel were unnessary.
I have the original receipt.

The part that angers me is that now my car steering wheel is making a loud
noise when it turns, and it wasnt doing that before I took it to your
company.

I would like a full refund of these services on my receipt, otherwise legal
action will be taken.

My family member is a lawyer here in California and if I do not receive a
refund then legal action will be taken.

Please forward this email to someone who can assist me directly. I refuse to
deal over the phone as I want to document this via email.

Please put me in touch with a company representative immediately.

Vanessa S.

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Monday, December 14th, 2009 AT 3:14 PM

RICKMAR

MECHANIC
170 POSTS

Hi Vanessa;
In the beginning I felt the charges totalling $206.00 for:
Rear diff. Service: $49.99
Radiator fluid exchange: $99.99
fuel filter service: 59.99
were not related to an "oil change" in any way, and they are absolutely not!

Power steering fluid is around $3.00 if you have a mechanic add it to your system he will probably want a little tip after assisting you.

Now the EZ Lube facility is getting into service intervals for your vehicle and conditions you drive in.

It is up to "you" to tell them what "you" want serviced. It is not up to "them" to just go ahead and do what they feel or think "you need done" and go ahead and just do it.

I really can not get this deeply involved with the battle. I do not know what was said, signed, video taped or disclosed.
You mentioned your husband or father is a lawyer. I think it is best to he takes care of the situation.
Good Luck.I hope everything works out for the best.
Rick

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Tuesday, December 15th, 2009 AT 12:09 AM

VANESSA.S