Their Careclub coupon card is vague and misleading. We purchased this card but were charged for the "free" services.
I purchased a Careclub coupon book from Complete Auto Care on May 21, 2014. The gentleman who sold it to me promised me that it was a great deal for 129.99 plus tax (it ended up being 152.37 due to a hidden fee). The coupon book states on the front that Complete Auto Care would perform services on my or my husband's vehicles for free, including things such as a 5qts. oil and filter change free (4 of these), a free tow to their shop, check and adjust brakes for free, free flat tire repair, and several other free or discounted services. So, after months of not needing to use any of the coupons we finally scheduled an appointment to take my husband's camry in for a free oil change on Saturday November 8, 2014. After waiting for almost an hour to have the oil changed, a serviceman came to the waiting room and asked ***** (husband) if he wanted the filter changed. ***** said yes because he saw that a filter change was part of the free oil and filter change on our coupon book. When they finally had our car ready they charged us $28.37. The bill states that $4.00 was for an oil disposal fee and %20.86 was for an air filter. When my husband mentioned that we were using a coupon for a free oil and filter change they told us the coupon was for an oil filter, not an air filter and that they always charge an oil disposal fee. I called them as soon as my husband returned and spoke to a guy named **** about my issue and that we were promised when we purchased the coupon book that the service would be free as it states on the coupon. I told him it was misleading because the coupon did not specify that the free filter had to be an oil filter, the coupon only says "filter". He became argumentative with me and told me that I didn't understand. After arguing back and forth over the phone I told him we felt mislead about purchasing the coupon book since every time we bring our vehicles in for "free" services that we would be charged additional fees to use the coupons. I said I would like to have a refund of my money for the coupon book minus the cost of the one oil change that we had just used. He refused and said the owner *** would call me on Monday. I said ok and we hung up. *** called me bright and early on Monday, as promised, and before I could even finish explaining the situation he also became argumentative with me and said they could not refund my money. I asked him for an explanation of the fees and he told me that every ticket has a supply parts fee and an oil change charges a disposal fee. So I said to him, "then it's not free if you charge me money to use the "free" coupon." He said back, "well, do you want to haul off your used oil yourself?" I said, "well I assumed that an oil change included all aspects of an oil change, including the disposal of the used oil." He refused to work with me, make anything right, or even apologize for the misleading coupons. After hanging up I actually turned the coupon book over and started reading all of the fine print on the back. Although they do mention the oil disposal fee there is no other mention of supply and parts fees. When they sold me the coupon book they never turned it over to show me all of the rules and exceptions. There is a blank line on the back of the coupon book where I, the customer, am supposed to sign it. It states "I have read and agree to the terms and conditions of this promotion. I understand that the oil changes are free, and that I am responsible for the oil disposal fee plus state and local taxes that apply." The only problem is that Complete Auto Care signed it for me and conveniently NEVER showed me this part. It's not my signature or handwriting in the blank. So, we definitely feel like we were purposefully never shown the back of the coupon book where all of the fine print is located. I don't trust them and do not want to take my car in to use the "free" coupon services out of fear that they will charge me additional fees to use the "free" coupons.
I am asking for a refund of the coupon book that we purchased for $152.37 minus the cost of one oil change since we did use that one coupon. I am not sure what they usually charge for an oil change.
In response to ** *****'s complaint, we don't feel that the Car Care Club Coupon card is either vague or misleading. An oil and filter change would consist of engine oil (up to 5 quarts) and engine oil filter change. An air filter is never included in an oil change but is always inspected. *** *****'s husband was informed that his air filter was dirty and needed to be replaced at a cost of $20.86. At that point he decided to authorize the air filter replacement. Our standard oil change cost is $48.95 plus tax. The Club provides significant savings. If *** ***** had not replaced the air filter, the cost of the oil change would have been $4.33. Shop supplies and oil disposal fees are common in the industry. It is not uncommon, vague or misleading. The Car Care Club has been in existence for more than 10 years now and ** ***** is the first to claim that it's vague and misleading.
*** ***** was informed of the need and the amount of the air filter and he could have opted to replace the air filter himself. He chose to have us replace the filter and never indicated that he believed that the air filter should have been part of the oil change. He paid out with no discussion or mention that he thought the air filter was included in the oil change.
*** ***** has stated that we became argumentative with her, this was not our intention. *** ***** stated in our phone conversation that she understood the difference between an air filter and an oil filter. Our Car Care Club coupon says "oil and filter change", she was unable to grasp that the "filter" indicated was an oil filter not an air filter.
(The consumer indicated he/she DID NOT accept the response from the business.)
Let's start at the end of Auto Care's response. They claim that they have "no intention of being argumentative", but the entire reason I had to file a complaint with BBB in the first place is because they have done nothing but argue with me over the phone. Not once did they offer to make things right, apologize, or work with me even a little. Funny enough, the back of their coupon book states exactly "we would like to keep you as a long term customer and friend" but they do not live up to that promise one bit. Secondly, let me point out once again that *** chooses to insult me over and over by saying that I cannot "grasp", in his words, the difference between an oil filter and an air filter (so indicating that I am lacking in intelligence, very insulting). Although I am no mechanic, I am knowledgeable enough to understand that those are two different types of filters that serve different functions within my vehicle. Got it. What *** doesn't seem to "grasp" is that my issue is his coupon does not specify which type of filter is free. It simply says "filter" on the coupon (hence the vagueness). For the record, my husband did call and mention that he thought the air filter was included in the oil change coupon, and your technician never specified what type of filter he was changing or that it would be an additional cost, he just said filter, but my husband paid anyway because he is a decent human being. But enough over the filter issue, let's move on because like I said, my complaint is over the vagueness of your coupon book and how it mislead us into thinking we would pay a one time fee of 129.99 to purchase the coupon book then be able to use it for "free" auto care services. Out of their own mouths, we found out after we used the first coupon for an oil change that no matter what "free" coupon service we use, we will be charged at minimum some sort of supply and parts fee to use the coupon, something that was never mentioned to me when I purchased it, nor is it written anywhere on the coupon book. We would also be charged an oil disposal fee for all of the oil changes so that, I quote, "do you want to haul off your used oil?" Now, you claim that shop supplies and oil disposal fees are "common in the industry", so I did a little research of my own to see if this was true. I called 5 different auto service centers to find out what they charge for an oil change, what that cost included, and if they would charge me an additional oil disposal fee or supplies fees. And what do you know, not a single one of them charges oil disposal fees, several of their oil change prices included an air filter & an oil filter, and none of them charged over 39.99 for all of the things I mentioned. So, Auto Care's claim that this is common is simply not true (and by the way, your oil change price of 48.95 plus tax is grossly overpriced.)
So here we are, arguing over the details of your coupon book (vague and misleading, like I said). Can you please just admit that you might have made a mistake when you sold it to us? Can you admit that you did not show me the user agreement on the back of the coupon book because my signature is not on the line (your guys filled in the part where I was supposed to sign it saying that I agreed to these terms and conditions).I do not wish to ever use another coupon from the coupon book, which is why I asked for a partial refund (the cost of the book 129.99 minus the cost of one oil change 48.95). I can send the coupon book back, you can send me my partial refund of 81.04, and we can move on with our lives! I have better things to do and I know you guys do as well. Issue me a partial refund, please, and let's move on.
Final Business Response
See attached items.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Please propose a reasonable solution Complete Auto Repair. Also, please quit claiming that you have performed any services for us for free. You have been payed a grand total of $180.74 by us & have only done one oil change, an air filter replacement ($20.00), and a "preventative analysis" (aka, you looked under the hood of our vehicle). None of these were free, you were paid generously for every one.