Phillips 66

R&L will work on your vehicle without your express permission for which they will charge you.



R&L will take two days if not more to look at a vehicle just to tell you that they do not want to work on it.



R&L will also accuse you, the customer, of 'screwing' the business.



My vehicle was having shifting problems. A friend had recommened R&L because they had had good experiences there. I made an appointment, and dropped off my vehicle at 8 a.m. on Thursday, March 6th, 2008. I had to submit a paper identifying my vehicle, and at the bottom of the paper was a disclaimer saying I the customer will pay the bill for their work. I asked the elderly gentleman, "Do I sign this since I only want an estimate, first?" The man said, "Yes, sign it, but we're just going to look at the vehicle for you to see what's wrong, and give you an estimate." I signed it.



I called in the morning and the afternoon of the next day, Friday, to get an update or any news. R&L still had not looked at the vehicle.



I did not recieve a call about my vehicle until Monday, March 10th, 2008 from a man named Rusty. He told me the fluid in the transmission was filthy and that it needed to be changed. I said, "Okay, I'll be there as soon as I get out of class to get my vehicle and see what I want to do." Rusty said, "Okay, we'll get things going for you."



Upon arriving at R&L, I was told that Rusty was at lunch. The elderly gentleman said he did not see any finished papers on the vehicle, that he did not know what was going on, and to wait for Rusty to return from lunch. The man also asked, "Did you tell him to do any work on the vehicle?" I said, "No, I was just here to get my vehicle."



When Rusty returned, he presented me with a bill for changing the fluid in the transmission, and told me the vehicle was shifting a lot better since that oil was so filthy. I thanked him, paid the bill, and left. I did not gripe or grumble about the bill for unauthorized work. I gave Rusty the benefit of the doubt that he had misunderstood me on the phone.



Driving my vehicle home, the gears did shift better, but I could still hear noises when 'letting out on the clutch' that I am not supposed to hear. I made another appointment with R&L letting them know about the noises. I informed them that the history of the vehicle that an older lady used to own it in Alburquerque, New Mexico and that perhaps she had not been nice to the clutch. Rusty laughed, and said bring the vehicle to R&L tomorrow.



I brought the vehicle into R&L for the second time on Tuesday, March 18th, 2008 at 8 a.m. My companion had arrived before I had, and was just talking to the elderly gentleman about my vehicle, and the elderly gentleman at the front desk told my companion that R&L was 'leery' about working on my vehicle again since a misunderstanding had happened last time. My companion explained the situation, and R&L did not turn me away but agreed to look at my vehicle for me.



By Thursday, March 20th, 2008, I had not recieved any word, so, my friend took me there just to get an update on my vehicle. Rusty was friendly, but said, "I just don't want to get up in there. I mean, what happened last time, I'd called you about your vehicle, told you what was going on, and then you come in here saying you didn't authorize the work. People look for a business trying to screw them, but I look for customers trying to screw me."



I waited two days to hear that Rusty did not want to work on my vehicle? Yes, in this situation, Rusty's own words work: R&L screwed me because not only am I now mad, but my vehicle is still not shifting gears well.