I took my 2006 Sequoia to Wal-Mart for an oil change. I provided them with the OEM oil filter for replacement and asked for Pennzoil to be installed.
After getting into the vehicle I noticed a bottle on the floor with the remaining oil left over from the installation. It was NOT Pennzoil, but a low-end brand oil. This caused me to question the work, and I looked under the hood. The NEW filter had oil all over it, the skid plate below had a pool of oil and oil was spilled on hoses above the filter.
Clearly, the person doing the change did not follow MFG procedures and remove the skid plate and filter from below. Rather, he took short cuts and tried to replace the filter from above spilling old oil in the process.
I asked to speak to the department manager, and was surprised to learn he was responsible for this mess. I told this individual that I was not happy with the quality of work and lack of attention to details (my request for Pennzoil and not following MFG procedure, spilling oil).
As a member of management, he only would say he was a professional and did the best job they could.
I then asked for a store manager - explained the situation and was offered another oil change and they would clean up the mess.
Clearly, Wal-mart and their management is not interested in customer retention by failure of addressing corrective action. I might understand this attitude by an employee, not from a member of management and someone in a leadership position.
Either this department manager was not properly trained or chooses not to follow procedures. Either way it demonstrates their inability to properly service automobiles and they potential customers should be cautious when selecting a capable service center, and one that employees properly trained members in a leadership position.
It is reasonable to expect professional service from a company that performs these tasks on a daily basis. When they do not pay attention to small details it raises questions as to how they perform other tasks, especially when it is done behind closed doors and not visible to the public or customer.
Since senior management was not interested in corrective action with this member of management, I will not consider them for future work.