ComplaintsforExpress Oil Change & Tire Engineers

• Initial Complaint

  02/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date of service February 17,2024. I had 2 front tires put on. I noticed on February 19 that the passenger side tire rim had been damaged. I took my vehicle by Express Oil on February 21 to get issue resolved - I was told they didnt do it. At first he said someone must of hit a curb but I told him I was the only one that drives ****** had not hit a curb. Then he said a car wash could have done it. I always dry my vehicle after going thru car wash & I definitely would have noticed the damage. It is damaged about half way around rim. Three men came out to look at it but only one did the talking - I assume it was the manager. He also said they put rubber around it so they couldnt have done it. He also said we put on 300 tires a year and we didnt cause that damage. I told him yes you did & he said how do you know that - I told him several times it was not like that when I brought it in & I had no reason to lie about it. I was so upset I told him they had lost 2 good customers - he said ok then I left. We have used them for many years. The invoice for the tires was $677.54. My vehicle is a 2015 *** ******* so I went to *** in ********** and was told a new rim was a little over a thousand dollars - I cant remember exact figure. We are (were) regular customers and I just want the tire rim repaired if possible or replaced.

  Business response

  02/22/2024

  We are sorry to hear the customer is dissatisfied with our staff and experience during their service. We value the customer's business and would like to continue to service them going forward, but the customer was informed that the damage was done to the rim/wheel prior to being serviced with us.  

• Initial Complaint

  02/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Express Oil Change in ******, ** performed an alignment on our Jeep on November 22, 2023. They moved the front tires to the rear and put new tires on the front. They assured me the car was aligned. I noticed when I picked up the vehicle that the rear wheels looked really out of camber but I trusted the shop. My brother saw the car two days later and commented on the rear wheels being out of camber adjustment but I told him the shop assured me it was aligned. 2 months later I had to replace both rear tires, both rear shocks, a rear lower control arm, and have another alignment. I also still have to have the dealership service the rear differential, because the wheels were pulling the axles out and the seals are now leaking. The shop didn't report any of this damage in November. This location claims they did nothing wrong that could have caused that damage. The rear wasn't out of camber until after they "aligned" the suspension in November. They offered to refund the cost of the alignment and the tires, but not the labor, shocks, or the control arm. I've taken all my vehicles to this location for 15 years because I trusted them. They'll never get another dime from my family because, instead of making the right choice, they chose profit.

  Business response

  02/15/2024

  Our store manager and district manager have both discussed the customer's concerns with him. They have offered to reimburse him for his tires and alignment.
  Based on the work the technicians did on his car and with the car being in an accident, full refund is not responsible. The technicians have very detailed notes from August 2023 regarding mechanical issues with his vehicle.
  
  

• Initial Complaint

  12/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Today I took my truck to get an oil change. This was at the ********************************** location in **********, **. After pay and going through all the safety checks the technician that I payed I guess I misunderstood him and turned my truck on and he immediately told me to turn my truck back off. Upon shutting my truck of I over heard the technician in the pit say Im going to hit him in the face. I was not happy after hearing the tec threaten me. I ask to speak with a manager and the manager said he would talk to him. This is definitely not how customers should be treated. Threats of violence while getting and oil change are unacceptable.

  Business response

  12/06/2023

  We apologize for any misunderstanding and appreciate the customer bringing these concerns to our attention. Our store manager and director have addressed these concerns with the entire store team.  We are also sending the customer a free oil ********************** gift certificate for their next visit.

  Customer response

  12/06/2023

   
  Complaint: 20961754
  
  I am rejecting this response because:

  This wasnt a misunderstanding. I was threaten to be hit in the head by your employee. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  10/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  The car was dropped off at the ***** location in November 2022. I had many issues with them, so when it was found out that additional work was needed they said it would be covered, there were also mentions of refunds for our trouble. Issues with them not doing work that was supposed to have been done, but the communication between the stores again was lacking. Issues with wrong parts being ordered almost every single time. But then there was one final part needing to be replaced I was informed no more free work would be done. Issues discussing that, but I hired a lawyer to send them a demand letter as they weren't willing to negotiate even though it seems based on people who I know are mechanics, hearing from the mechanic directly how the part was broken: They did a final flush of the system and that there must have been some remaining stop leak within the system and it got flushed into the turbo and broke the turbo. even though the entire coolant system had been replaced at this point and that sounds like a problematic way to do a final flush. The other mechanics agree it didn't make sense. A recent ex-employee whom I had previously talked to while still employed called me telling me I should get a lawyer that they are trying to charge me for something they broke. The turbo was previously checked at the ***** location and was fine. The purpose of this complaint is to have the business finish negotiating with my lawyer as its the end of October and he has heard nothing from the new insurance adjuster (2nd). So this is my last straw to get them to sort this out with my lawyer. And that the longer this takes the more I pay my lawyer and the more that will have to be paid back by them in attorneys fees. Resolve this with my lawyer (********************) lets both be done dealing with each other it's been almost a year without the car. I gave the options and the minimums Ill allow to my lawyer for settlement so get in touch with them otherwise we move to the next step.

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 22, 2023, at Express Oil on ************************ , ********** (actually **********), the Mechanic ****, a seemingly nice 'aw shucks' type guy checked our ***** Accord ( a good car), but couldn't find a reason why the ** freon would not stay in the system. There were NO LEAKS, No problem with thermostat, water pump, compressor, etc. It was a mystery to him, a certified mechanic,and to us. We didn't think to check the fuse, a ****- **** fix at Autozone. Instead, we gave him three days to give us an answer. in the meantime we're carpooling with tremendous inconvenience.Finally, after arguing with the office guy who tried to charge us over one thousand dollars for an ** service, we asked to speak back with **** the mechanic. He said he called another younger mechanic and he said it's "probably" the compressor. Mind you, earlier the compressor tested FINE.So after ****************** we asked to have the ****** that we paid for the ************************* applied to the total of a quote of an additional ****** labor and the ****** compressor they offered. We bought our own compressor for half the cost of theirs.So after the new compressor was put on, although nothing was wrong with the first one (it was put on 2 years prior), the system still would not take a charge. You know why, the ***** The guy asked me to go up the street to Autozone and get an ** Fuse for **** . I went and got it and the car has been running cool ever since. Pure Greed and Fraudulent/Deceptive Practices. Taking advantage of the public.

  Business response

  09/01/2023

  ************ with 37 years of experience, did check the fuse, while performing the vehicle service. We stand behind our work and respectfully disagree with the customer that they were not well informed of what was checked or that there were services provided or suggested that weren't needed.

  Customer response

  09/05/2023

  We reject the response from Express Oil Change & Tires because of the fraud, misrepresentation of facts, excessive pricing, indecisiveness, and the old-fashioned run-a-round. Unacceptable to prey on regular people like this.

  The Jacksons 
  

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To Whom It May ********** took our vehicle to Express Oil due to the air conditioner being out. We paid for a $200 diagnostic and was told there were "holes" in the line and giving a price for repair. Within 2 weeks we took the vehicle back, to have air conditioner fixed. Upon picking the vehicle up, we were told the air was not fixed, and now the compressor was not working, and still had to pay the balance of over $550. When doing the diagnostic, no mention of the compressor being an issue was mentioned. There was nothing wrong with the compressor prior to drop of..I think it is poor business practice to pay for a service to have your air conditioner fixed, still leave without the air fixed and less over $800 total.In speaking with the manager, he stated to me directly, if we purchased the compressor, he would install it for free, no labor charge in order compromise.However, when my son tried to work with him, he stated he could not to it without charging for labor, and that he cannot guarantee after the compressor is installed the air conditioner will work, they cannot guarantee the work.This is just unacceptable and it seems that we have been taken advantage of and they refuse to rectify this situation.

  Business response

  08/28/2023

  The customer originally came in with no freon in system, we did ac service and found a big big leak in the condenser. The customer was told them the price, we installed the condenser, and filled with freon and the compressor wouldn't come on, it had failed, either then or months earlier, there was **** lbs of freon in it when we tested it. It wouldn't hold freon for 5 seconds. The store manager was dealing with the son the whole time explaining everything and he seemed to understand completely, then his dad came with him to pay and became aggressive and felt as though we didn't follow mechanical login with the repair. Then the mom called that night and the store manager explained everything again, letting her know there's no way we could have predicted this outcome, but that if they bought a compressor we could put it on for no warranty and come to a fair agreement. The store manager explained that we could put the compressor on and fill it up and it work fine but there still be a leak in the system, which is how AC in vehicles works, but the customer is not agreeing with that information. The manager is still willing to work with them on the agreed offer made to the mother, they just need to contact him and schedule an appointment for the service.

• Initial Complaint

  12/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dec. 22th I was scheduled for a tuneup for my 2014 ***** Pilot. I had done my research bugling and usually their tuneups prices are running like ***** to ********************************************************************************** why were I getting a tuneup. I guess this was to hype the prices up I told him I hadnt gotten one since I had my truck and that o was traveling for the holidays. Then about a hr later another guy comes and looks in the lobby I guess to see who I were (a woman). These guys never explained to me that I was going to be paying $500 to change spark plugs. I was charged $228 to change 6 spark plugs and I didnt even get an oil change. I will never go here again not even for an oil change because I get different prices when I go to have that done, also something told me that they were going to try to get over on me while I sat there for almost 4 hours. I am so disappointed in this company and I will be reporting this to BBB(Better Business Bureau).

  Business response

  01/05/2023

  We are happy to explain our costs to the customer if she would like we do show her purchase included 6 spark plugs, 1 hour of labor and a fuel system cleaning.

• Initial Complaint

  11/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have an issue with the location on **********. ******, ** they changed my Oil and my vehicle would not start again. I got stuck in the ramp and they had to push the vehicle to their Mechanical area. Nothing was wrong with my Suburban all this starting after he put the oil in the vehicle. They cost me over $800.00 dollar for repair. I had to tow my vehicle to a shop. I took this bill to College St. and give it to the ******* and the Asst ******* one time too, and no one seem to care. I spoke to the ******* and the Asst. *******.

  Business response

  12/01/2022

  We have worked with this customer and will not be able to respond in this format.

  Customer response

  12/06/2022

   
  Complaint: 18412026
  
  I am rejecting this response because: Express Oil Change & Tire have not took time to resolve this situation. The statement respond is not true.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Saturday 7/23/22 me and my wife took her vehicle to xpress tire and lube. We had a grinding noise coming from the front driver side tire so we took it to their shop on south side of ******* to get this fixed. We both told them that the issue was the front driver side tire and asked them to fix it. Upon their inspection they determined that it was a wheel barring on the rear driver side tire. They replaced it and we paid *** for the repair. On the way home the grinding started again so we immediately turned around back to the shop. I wasn’t very happy considering I just paid a large amount to have this issue resolved and it wasn’t at all. I told them again that it is the front driver side tire and they drove it and heard it immediately. Upon further inspection it turns out the only issue was a rock or metal stuck on top of the brake grinding against the rudder. I asked to see the wheel barring that was so bad they had to change it and it turns out the wheel barring was completely fine. This coming from another shop I went to to get their opinion on this bad wheel barring. They said it wasn’t necessary for the team at xpress to change it. We got hustled. I called them today Monday 7/25/22 and asked to speak with their manager. I told him that I don’t mind paying for the new wheel barring (a 150 dollar part) but I’d like the rest of the money back considering they done unnecessary work that didn’t fix our issue we came in for. He refused saying he trust his guy and that we will have to call corporate. Corporate will not return my calls and I’ve messaged them over and over again.

  Business response

  07/26/2022

  The Vice President for the area contacted the customer and offered them 2 options.

  1. Have our parts supplier test it.  If it was good.  We will refund his money.
  2. If he prefers the Ford dealership we will do the same thing.  However, if they said it was bad – he would have to pay Ford to test it.

  The customer chose option 1. They came into the store today and met with our Training Director. The bearing was tested and found to be bad. The customer was concerned due to another noise happening after the repair was made. He then stated we did not get approval for the repair but changed that after calling someone. She reminded him that Andrew gave them an estimate while they were in the lobby. We gave him the option of us putting the old bearing back on and giving him a full refund if he felt more comfortable with taking it somewhere else but he declined. He stated that he appreciated the investigation and our follow-up in the matter. His last statement was he was satisfied and thankful we caught the bearing before it got worse. I asked him if any further action was needed and he replied no. 

• Initial Complaint

  07/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Express Oil Change in ******* . performed an oil change on our Electra. I was driving the car to work on 7-9-2022 when the oil light came on. I drove to the safest place to pull over and shut the car off. I had it towed to an independent repair shop where they informed me that the oil plug was gone. I went to Express and talked to store manager *** and he looked my invoice up and said that the technician that worked on the car had been fired recently because of several other problems of the same thing. He then told me that no matter what the damage or cost that they would take care of my car. He told us that we would need to have the vehicle towed to his shop, for them to cover everything and he assured us that everything would be taken care of including the cost of the tow. We had it towed there, and then we were told to go down to ********** for the car rental as he apologized profusely for his employees mistake. We drove to ********** and *** called me to say the mileage was over 7k since the last oil change and that if it was within 3k miles that it would be covered. I gave him the invoice number that proved the miles were well under that and after seeing that he then said that it he would call me right back. He called me back and told me that it would only be covered if it was a few hundred miles. I told him this was unacceptable and that I would be taking my car back to the other car repair shop. He continued to apologize and said he knows what it was and that if it was up to him he would fix it. I asked for the phone numbers of who he spoke with that said they wouldn’t fix it and he said he didn’t have any number to give out but that someone would call us the following week. Danny Hayes regional director called and absolutely refuses to do anything and that it was Hyundai’s problem because he said their oil plugs fall out. I called Hyundai and they say no way is that true and the other repair shop agreed that didn’t tighten the plug up when they finished.

  Business response

  07/27/2022

  There is no mechanical evidence that shows we left the oil plug loose nor can another shop determine that the plug was left loose. The vehicle left with no oil leaking and went over 2400 miles with no problems thus showing the plug was tight. 

  Customer response

  07/27/2022

  
  Complaint: ********
  
  I am rejecting this response because:
     Your GM looked at my receipt and who preformed the service and told me he had fired this person over the same issue with other customers cars. He then informed me it was entirely their fault . Told me to have the vehicle towed back to his shop and all repairs would be preformed at no cost to me. Could not argue with that. Had me tow the vehicle back to his shop from another repair shop. He  Even was willing to pay the tow. Said your company would take care of all repairs.  Sent me down to pick up a rental car at your company’s expense.  Looks at the car while I’m at the rental car place.   Then calls me while I’m at the car rental to tell me I was over 3k miles if it was only under 3k everything would be covered.  Proved it was under 3k he said you’re right we will take care of everything.  Then calls me back to say no now we will only if it was under 300 miles.  Had it towed back to the original repair shop after that. Your district manager then proceeded to tell me it’s Hyundai problem not his. This happens to Hyundai s.  Called Hyundai they said this does not happen to their vehicles unless it was left loose.  Mechanic shop that repaired the vehicle said they also never heard of it being a Hyundai mechanical problem as well like your district manager had tried to tell me. There are no mechanical defects to have this happen if it was done properly.  Not to mention the lies waste of my time for a mistake I don’t think it was done on purpose.  I took my trust in your repair shop to only be lied to. Deceived. I did not hire this person you did. I put my trust in your company to hire competent people and back up your services provided. Not to just put  it on your customers to pay for your mistake.  I am only asking to be compensated for the damage that was done to my vehicle. Independent mechanics all know this  does not happen if the plug is put back in properly and tightened properly.  Your response is unacceptable to me. Not only has the car been damaged your company lied to me also repeatedly and cost me more money with the lie to have my car towed back and forth. Why would I let you touch my car unless all this was told to me ??  
  Sincerely,
  
  **** ****

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