Most people figure that going to Walmart for an oil change is an easy solution to a messy auto maintenance problem.
Walmart has plenty of mechanics so it shouldn’t take long, and as a huge and wealthy nationwide company, it is more likely to stand behind its work than, say, the shop that opened up down the street where the other shop went out of business like the one before it.
When Liz Laird brought her 2008 Ford Edge SUV to the Roseville, California, Walmart, on July 27, 2012, she expected to get in, get the work done, get out, and be on her way.
Well, it didn’t quite work out as planned.
Laird didn’t even reach the parking lot exit before she knew something was terribly wrong.
When no leak turned up, the tech who was adding oil admitted, “I put the oil into the transmission.”
Laird had heard enough. She told everyone to stop working on her car and went looking for the manager.
The manager told her he had his own private repair shop, where he could flush the transmission.
The service manager at the Ford dealership gave Laird some unpleasant news: her engine was totaled.
This left Laird stranded. No problem, right? Just call Walmart, tell them what had happened, get a rental and a check for the repairs, and all would be as well as it could be.
Not even close.
Duck, Dodge, Deny
Laird called Walmart and was told the claims department would get back to her.That took three days.
Laird knew she would need the car to get her son to kindergarten, and for her own use, so she kept after Walmart, but repeated calls and emails seemed to have no effect.
When the claims representative did call back—another four days later—he refused to even discuss paying for a rental car. At least Laird did get a document from Walmart admitting that a tech had put oil in her transmission.
She didn’t hear anything else—except a complaint from the store that they were unhappy that she was talking about the situation on social media.
Public Shame Moves the Superstore
Fed up with Walmart’s stalling, Laird wrote about her experience to Consumerist, an online blog affiliated with the Conumer Reports publication.Walmart approved a rental car the next day.
After three weeks Walmart finally made Laird a settlement offer—a total of $4,400, enough to buy a used engine to replace the one the techs had ruined.
The problem was, the engine could come from anywhere—probably the junkyard offering the best deal.
Laird had been paying for an extended warranty through the Ford dealership—and if she used a junkyard engine, her warranty would be void and everything she had paid would be wasted. On top of that, she would no longer have warranty protection on the rest of her car.
The only way Laird could meet the terms of the warranty would be to use a Ford-certified rebuilt engine—but that cost more than Walmart was willing to pay.
Walmart Wakes Up and Acts Right
Finally, someone at Walmart stepped up. The store offered her the cost of the repairs she needed—needed solely and entirely because of what Walmart employees did to her car—and after three months, she was back on the road, in her car and not out-of-pocket.Sure—Walmart paid up. But it took three months.
This is a company that can well afford to treat its customers like kings and queens when the store itself is the cause of the problem.
Instead, Walmart did what it did—and lost at least one customer forever.
“The lack of a sense of urgency is pretty telling about how they feel about their customers and the community.”