"WOW look! Another offer for an inexpensive oil change at Econo Lube N’ Tune…and Brakes! You know, we should take advantage of this low, low price!" That was my 1^st mistake!

2 weeks after "the oil change" I was checking the fluid levels on my truck and realized there was no oil cap and the dipstick was hanging out about 3 inches! There was oil all over what WAS a very clean engine. I went back to Econo Lube N' Tune…and Brakes and told them of my misfortune. They gladly rechecked the oil level, found the oil cap and invited me back for a FREE oil change on them.

2 weeks later another invitation from Econo Lube N' Tune…and Brake. Man what good timing…I was just thinking…"You know, the brakes just don’t feel right!"…(It’s like they are psychic or something). Anyway, I rushed down all excited and everything and again, they happily took my "baby" around back for a brake job. Mistake #2.

That evening I picked up the truck and went home…Next morning rushed off to work to discover an annoying squeaking sound coming from the wheel area of the car. After work, back to Econo Lube N' Tune…and Brakes. "Oh, we just need to add some lubricant!" "This should only take a few minutes", exclaimed the counterperson. So, I waited. They delivered my "baby" back to me within a few minutes…all ready to go! The next morning I set about my usual trek 30 miles in exhaustive bumper to bumper fast moving traffic…no squeak…everything SEEMED fine.

The return trip told the tale! Picture if you will…70 mph…7 miles of bridge…5 o’clock traffic…NOT PRETTY! I noticed a vibration, the faster I went the more vibration there was…boy, was I upset! I had to go back to Econo Lube N' Tune…and Brakes…AGAIN! I knew they had done something horribly wrong! About 15 miles from home…entering the 3^rd highway I noticed someone behind me flashing his lights, honking, pointing, slowing down to give me room! I checked my side mirror only to discover; the rear wheel was wobbling and was about to FALL OFF! All of the lug nuts were loose on the wheel.

If you have ever been in the Bay Area you may be familiar with the 880N…if not, let me describe it to you…Indy 500 with 18-wheelers! No shoulders…just k-rail and sound barrier walls. No place to stop! But, I had no choice, I stopped, unloaded my truck to get to the tire iron and attempted the lesser of all evils, I tightened the lug nuts without jacking up the truck. I didn’t want to risk my rear end to the road rally going on around me. Back to Econo Lube N' Tune…and Brakes. "Don’t touch my car!" I remarked. "I want a FULL refund, and I am taking my truck to Toyota for an inspection of the "Brake Job" you did.

"I am not authorized to give you a refund," says Manager Jason. "Here is our customer service number, call them and they can help you." WRONG ANSWER

The first thing I did when I went home was call Consumer Information Center.

Then I called customer service. Of course… an answering machine! I called Jason Kepke back and asked for his manager. "His name is Hilbert and you can page him at…" WRONG ANSWER

Paged Hilbert…the operations manager…who, by the way, is not authorized to give more than a $50 refund, and cannot guarantee Econo Lube N’ Tune…and Brakes will pay for Toyota to inspect my truck and make any corrective repairs. He recommended that I call customer service. WRONG ANSWER

I drove my truck to Toyota for an inspection of all wheels and brakes. They faxed their finding to Econo Lube N’ Tune…and Brakes. Nothing was wrong.

Dale…customer service supervisor. "Well, there wasn’t anything wrong with your truck…so, I can only offer you $37.00 for the Toyota inspection and another $50 off of labor on the $144.44 brake job invoice. "WRONG ANSWER

Dale doesn’t get it! Hilbert doesn’t get it! Jason doesn’t get it! It’s not about the money…it’s about what is right!

WHAT HAPPENED TO RULE #1 OF CUSTOMER SERVICE: "THE CUSTOMER IS ALWAYS RIGHT"??????? Why do I have to call everyone and their dog and repeat my story through 3 layers of management! Can’t they call each other? Aren’t they empowered to make a decision?

Rule 2 of customer service…make the customer happy, whether you keep them or not! This is a huge chain of stores all across the country…Can’t they fork over a total of less than $200.00 to correct this problem? Apparently not!

If you value your car, and you value your life, think twice about giving your money to Econo Lube N’ Tune….and Brakes!