In response to Erin G. I am the manager of the facility. First I want to apologize you feel that way about our service and attempting to treat you and take care of your car as it is meant to be. To set the story straight; Erin arrived at our facility, we guided her into the bay as we do with all our customers. She got out, I asked her if she was here for an oil change, she stated she was, and upon hearing that, the bottom-side technician, as trained, immediately removed the oil plug and oil filter from the vehicle. I entered the vehicle to reset her service indicator and popped the hood for the topside technician. The topside-tech informed me of the 0w20 requirement of this newer, low-mile Honda as documented on the oil cap. I asked her if she was aware her vehicle required "0w20 full synthetic oil" she asked how much that costs. I told her approximately $70. She stated she never has paid that much for an oil change, even at our shop, even with this particular car. I made her aware that this particular vehicle was never at our facility before (last time was at another establishment) as none of our documentation is on the vehicle, as we mark every vehicle that is been to our facility. And furthermore, had that particular vehicle been here before, it definitely would not have been anything other than the $70 oil change. (Note: This facility is a locally/privately owned place that has no affiliations with other quick lubes.) She called her brother, whom was her salesperson at the dealership and he stated it doesn't require synthetic as their 0w20 is a semi-synthetic, and the cost is only $30. Unfortunately as I tried to tell her, our facility doesn't have semi-synthetic 0w20 as it is only available to dealers. My shop only has full synthetic 0w20 and that is all I can put in there, as her Honda does not approve of any other weight oil that would come in a conventional oil. She insisted she will not pay for a $70 oil change and she never would have came if she new it cost that much. I instructed my crew to stop what they were doing. I instructed my bottom-side technician to replace the drain plug gasket, as required at every oil change on her vehicle, and replace her oil filter. I instructed the top side technician to fill her car up with the proper oil (the 0w20 synthetic oil I told her car needed to run, (especially since the car recommends an extended drain interval of up to 10,000 miles, or as per her service indicator.)) We did not fill her washer fluid or check her tires, or check either of her cars air filters. we started the car to check for proper oil pressure and to ensure no leaks occur. Shut the car off and verified proper oil level, we showed her the oil level as per her dipstick, ensured all caps were tight and closed the hood. I looked at her and stated her car was good to go, she held up her credit card and offered to pay, and I refused stating, "You didn't ask for and oil change". She did leave WITH a completed oil change, new oil filter, and properly torqued drain plug with a new gasket installed (As can be verified with our cameras and if you were to look at the car itself). And she is right, she did leave without paying for a $70 oil change. Erin, I am sorry you feel you were treated differently because you are a woman. Its terrible for me to hear that as I know I do not ever do that as it is a huge pet-peeve of mine within this industry and the people that do treat women differently. I apologize you feel that we, at our facility would only maintain your car as required by the manufacturer and no less. We never try to up-sell to anyone, we inform people of their vehicle needs and let them make their own decisions. I have hundreds of repeat customers, both men and women of all walks of life, of many ethnicities, and many races, that will attest to this. We treat everyone the same, or as I say frequently "I treat you like I want my mom or wife treated." The only regret I have of that afternoon is having such a well-trained crew as to have drained your oil so fast that, upon hearing of your request not to run the oil that is mandated, I could have refused service and sent you to someone else whom may be better suited to ensure your satisfaction. This shop can not accept liability for running products not recommended by the manufacturer, especially one that is under warranty. And we definitely can not use what is not available to us. read more