The Dalles

Good service

Always great customer service! Super fast and the easiest way to get your oil changed.

After more than 10 years of consistently good service, I’m extremely disappointed by today’s experience. Most of the employees were great, but my interaction with two employees was concerning, particularly with Jason, the assistant manager. I was asked whether I wanted to replace my filter. I asked what they generally cost, and I was told that they are around $100 at the dealership, but that they get them for less and could offer me one at a discounted price of $59. Because $59 sounded reasonable compared with the $100 figure I was given, I agreed. Afterward, I looked up the filter myself. It took a little digging because the company uses its own product code, but I found that the same type of filter is readily available locally for approximately $7, or two for around $10. I immediately questioned Jason about the significant price difference—over $50 compared with the local retail price, and over $90 compared with the price I was led to believe was the normal cost. His response was that I had been given the “dealership price,” rather than the general cost. That is not what I asked. I specifically asked for a general price range. I did not ask what the dealership charges. What concerns me most is not simply the markup. It is the fact that the question I asked appears to have been answered in a way that made the $59 price sound like a substantial discount, when the actual retail cost of the filter is dramatically lower. When I brought up the discrepancy, I was essentially told that it was too bad because the price included “installation”—installation that took less than a minute and required no tools. Changing the context or verbiage of a customer’s question after the fact to justify a significantly higher charge is inappropriate and, frankly, feels deceptive. After more than a decade of good experiences, it is incredibly disappointing to leave feeling that I was deliberately given misleading information in order to make a sale. I sincerely hope corporate takes this seriously, because this kind of interaction can undo years of customer trust very quickly. I expect better from a company I have trusted for over 10 years. I appreciate the other gentleman that helped me though.