Report: #293864

Complaint Review: Texaco Xpress Lube

  • Submitted: Sat, December 22, 2007
  • Updated: Fri, December 28, 2007
  • Reported By: Atlanta Georgia
  • Texaco Xpress Lube
    5528 Chamblee Dunwoody Rd
    Dunwoody, Georgia

Show customers why they should trust your business over your competitors...

On Sat 12/22/07 I visited the X press lube in Dunwoody,GA like I have done numerous times before to have my oil changed. I bring my own oil (royal purple) because no one sells it and normally just pay for the service and the disposal of the old oil. This particular day I was greeted by a very unprofessional and rude person who identified himself as the manager "Rossen". He proceeded to tell me that he would still charge me the same price for a regular oil change despite me having my own oil. I have never been told this before and think the idea is senseless for me to pay the same as someone getting oil and the service. He responded "No disrespect but would you go to a fast food restaurant and bring your own food?" I asked for his district managers name and the store number and he proceeded to say any information you need is on the website and walked away. I called the Howell Mill location and left my information for the District manager who called me within 5 minutes. I was eventually taken care of at the Howell Mill location and now that will be where I take my vehicles. Until they get someone managing that location who knows how to take care of customers I wont be back at the one in Dunwoody.

Atlanta, Georgia
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#1 Author of original report

Your question

AUTHOR: Sam - (U.S.A.)

I have had my problem resolved so this will be my final response in regards to my situation. To answer your question about the fast food situation "no" I would not bring my own food to a fast food restaurant. The differences between a lube shop and a fast food restaurant are many. The key difference is that most lube shops also carry the title "service" station which in my mind means just that. When I take my own oil I am willing to pay for the "service" performed and should be entitled to do so. I am not suggesting that you carry all the brands and types of oil but if you know that there is one in particular that is clearly better (such as royal purple)then it would make sense (cents) to offer that as an upgrade. This may be new to you but that thing called good customer service is always going to be the biggest revenue generator followed by salesmanship.

Your assuption that I do not own a business could not be further from the truth I do in fact co-own and manage an $8. mil yr business that enjoyed an 9% increase in gross profit this year alone. I recognize that every customer is my reason for being in business despite how difficult they may be or how small my profits are from them. This was not accomplished by turning customers away that came to my business regardless of the amount of "profit" they generated for me that day.

You spend thousands on advertising, hiring and training staff to attract customers but there are two lube shops down the street that are offering the same services as you and better customer service. Will you make money? Of course, not every customer leaves your shop unhappy im sure and some people wont be happy despite what you do for them. In the end however the customer will always have the last say.
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#2 Consumer Comment

And yet you still have not answered the question.

AUTHOR: Robert - (U.S.A.)

I know you won't, because it would end your side of the debate.

There are more than 100 different brands of oil, and dozens of grades with each brand. using your theory of business practices, the shop should cary thousands of choices of oil. Sure. That's going to happen. The parts stores don't even do that.

Your theory about the profit made on the labor alone for the oil change is equally baseless. As a shop owner, I have already told you oil changes are a loss leader(ZERO PROFIT) for normal shops, and the obnly thing a lube shop makes money on. Sure, upselling other services will make money, but people who bring their own parts will NOT be upped...PERIOD! And like I said, using the customer's parts adds nothing to the bottom line, while maintaining 100% of the shop's liability.

It's painfully obvious you have not, and do not own a business.

Now, please answer the question...""No disrespect but would you go to a fast food restaurant and bring your own food?"

Or for that matter, any of the other examples I have so many times given?
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#3 Author of original report

in reply to the question...

AUTHOR: Sam - (U.S.A.)

First let me assure you that your statement about not losing business after turning away potential customers is not correct. In retail business rule # 1 is every customer has the potential to either positively or negatively impact your business. If I for example have two or more vehicles and have to get them serviced every 3 months on average. Thats at least eight visits I would make to your shop in one year. If you are charging $17 for a 15 minute service where you dont have to expend any cost other than an oil filter (which probably cost you $1) and the small amount of fluids you use to top off any existing fluids.

I think you can clearly see the tremendous amount of markup and profit that exist. Thats in addition to all the other high profit "services" that you sell such as transmission flush, radiator flush ect... All in all I probably spend $1000 a year for two vehicles. Now that might not seem like a loss to a muti million a year business. However when I tell four of my friends and four or five of my family members who might have patronized there and they in turn tell more people, you can clearly see the potential financial impact not taking care of one customer can have. In any other industry you normally would have your choice of what type of materials you would use.

If the lube stations offered a full selection of products instead of the ones generating the biggest profit, then consumers like myself would not be bringing our own parts/supplies. If royal purple is a superior product and you have a desire to provide the best for your customers then that is a product you should be carrying.
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#4 Consumer Comment

You never answered the qustion

AUTHOR: Robert - (U.S.A.)

"No disrespect but would you go to a fast food restaurant and bring your own food?"

Would you?

Of course not. It never happens at ANY other type of business, except auto repair. People are always bringing their own parts, then act dismayed when that shop says NO. Oil changes are pretty much a loss leader to a normal shop, and the only way to make a profit for a Lube Shop. Bringing your own oil eliminated any profit margin, and still left them with all of the liability.

Please explain why you and the rest like you do this. Also, list the other businesses you do this to...home builder, electrician, plumber, butcher, tailor, restaurant, house painter, body shop, hospital/doctor/dentist, etc.

I'm guessing you only do this crap to auto repair facilities. I applaud the ones who refuse your patronage. My shops do it all the time, and I haven't lost a penny because of it.

BTW...very good choice of oil(RP). We use it in the race cars, and Harleys.
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