Duralube Poor Product and customer relations Gahanna Ohio

I emailed Duralube to let them know my lawn tractor had locked up with their product in it. They emailed me back but accidentally left the inter office memo on the email. Here is how Duralube handles loyal customers.

From: David

Sent: Sunday, April 26, 2009 1:52 PM
To: Support
Subject: Locked up motor
I have used your oil treatment product in all of my vehicles and lawn mowers for 10 years. My riding tractor locked up last month. The shop says the motor got hot and it was not fixable. How is it the motors on your commercials go without oil and do not burn up. Mine still had oil and Duralube in it. I won't be trusting your product anymore.
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From: Julie Michnowicz
Sent: Monday, April 27, 2009 10:34 AM
To: Balistrere, Lance
Subject: FW: Locked up motor

Lance - can you please address this issue!?!?!? Thanks.
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From: Balistrere, Lance
Sent: Monday, April 27, 2009 10:42 AM
To: Julie Michnowicz
Subject: RE: Locked up motor

We can draft a response but this is just a complaint probably for a tractor that wasn't taken care of properly. He fails to list if the tractor is really old. Also I bet this is the first time he has used this season and may not have winterized properly.

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Dear Mr. ,
So sorry to hear about the situation with your tractor. DuraLube has been trusted for many years with many satisfied customers, and we offer a money back guarantee for anyone who is not satisfied with our product.

We would be more than willing to offer another bottle of DuraLube to you, or a refund for the bottle that you used in your tractor. We ask if a refund is requested that more information is provided - a receipt (or copy)of the purchase of the DuraLube along with your name and address.

We appreciate your business.

Sincerely,

Julie

The tractor is two years old and was winterized. I take care of my equipment. I won't be using Duralube anymore.

Ours towing
Memphis, Tennessee
U.S.A.