ComplaintsforExpress Oil Change & Tire Engineers

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Approximately a month and a half ago I went to Oil change and Tire Engineers to get my car repaired. My air condition was not blowing cold air. The mechanic said I need a new compressor. So I let them put a new compressor in my car. I got my car the air condition was blowing air but not super cold. He told me that when I drive the carvaround it will get colder. The next month I decided to take it back to the place tobhave them to look at it. They told me that the new compressor that they put in was faulty. So I took it back and got a new one. To no avail they put in the second new compressor and still the same. After I was assured thT this was the problem. Now they are telling ne it is the blender door. I feel that that was the problem anyway. Now I am out of 1300 for the compressor and labor chargers for two tines. Seeking help!!

• Initial Complaint

  05/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tuesday May 24th, I had my car inspected by the Express Oil Change in *********, AL. The car radio would say low battery, it would stall on me and not turn over, all of the dash lights and anything else electronic went crazy. Express told me that the issue was my alternator going out and it ended up causing my battery to go out as well. They said that they could replace both and my grand total with parts and labor would be $*** and some change. I agreed to go ahead and do it and on Wed. the 25th of May. They worked on my vehicle and my husband and I came to pick it up. The manager claimed they closed at 5 pm however the sign on the door says 6pm. My husband and I were there at 4:50 pm to make payment and take it home. In the process of waiting to pay, one of the technicians made a comment that no one signed off on anything and he continues speaking out loud that he had to put the managers initials to close it out as he wasn't the one who repaired my car. The technician that repaired my car also didn't put their initials. He also said that he was putting that they worked on it Tuesday even though they worked on it Wednesday. At 4:58pm and I had completed my payment and he yelled to the other technicians to close the garage doors and they were closing up. I go to my car, crank it up and it was not acting like it had previous to putting it in the shop. There was nothing wrong prior. Drove great. When I got in the car I noticed the oil change sticker was gone and that Tuesday I saw them pouring something into my engine bay as I couldn't completely see due to being inside. It was idling well below 1000 rpms and some times 500 rpms and would fluctuate so low it would stall out. Then as I'm driving, it starts making a horrible sound in the engine. It starts knocking super hard and fast. Then smoke was billowing out of my hood, exhaust and I was then stuck on the side of the road. I would like them to replace my engine. My car is used for work and I need it.

  Business response

  06/01/2022

  If there is anything we have done to cause the issue, we will resolve it and are working on it now.  We sent a Director out to the car to inspect it.  With an abundance of caution we had it towed to another one of our facilities at no charge and our mechanics are inspecting the vehicle now.  We expect to have a resolution quickly.  The last time it was serviced with an oil change the vehicle came in with no oil on the oil stick as well as a check engine light that was noted in March at the Sylacauga location.  We will make sure it is not a pre-existing internal issue before returning the vehicle. Our director has been in touch with the customer.

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After going In for a oil change I had to have my car towed back to the shop not even 24 hours later because of a horrible noice coming from my motor. After calling someone in to LISTEN to my car they refused to touch the car and informed me I had 24 hours to remove from property or it would cost me 30.00 a day for storage fee and would not fix my vehicle.. I had the car towed to another shop for repairs and still have yet to get a return call from corporate or headquarters for their legal department Information. I have a attorney on stand by and managers keep giving me the run around on getting this information. I have manager lieing on video and him refusing to look at my vehicle by inspection of internal damages and they are supposed yo be a full service repair shop but says they don’t take motors apart. I have been treated very wrong and now I’m without my vehicle because of them not willing to help.

  Business response

  05/02/2022

  Our attorney has responded to the customer's complaint. Further communications will need to go through our attorney's office.

• Initial Complaint

  04/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  4/18/3022 My daughter took our 2012 Jeep Grand Cherokee to Express Oil Change to replace a oil pressure sensor... We brought our own part for them to replace. After sitting there and waiting for about 30-40mins the tech brought the Jeep out of the bay, handed the key, told her that she would need a new engine b/c it was tapping really bad and it won't make it very far. She stated she knew about a little tap when cranked but not a lot.. and stops as she drives. The oil light was on and was diagnosed to change oil sensor switch... that's why she came there. When she cranked the car the car was shaking uncontrollably and knocking loud and sounding awful... the car wasn't running rough more making these loud sounds... My daughter was terrible upset nervous crying and in disbelief... All the tech ***** could say was-- well you need a new engine and gave her an estimate of approximately $7K... really I FaceTimed her and The tech ****** showed no concern for the fact that our car has been damaged by whatever they did. After reaching out to the store manager and corporate representative, Express still has not owned up to there service of making matters worse and saying it's not their fault and that the motor was bound to blow anyway and it's just coincidental it happed in there care, we asked since you feel you are not responsible for this and all you did was change the switch, just put the old sensor back and let's see if it stops running like it is now. The Store Mgr ***** asked us to allow him to look at it and kept the car overnight only to come back with the same answer... it not Express fault Corporate Rep ***** called back with the same answer... no one is taking responsibility... A united front at the expense of their customers... I attached a very similar scenario of another customer who took their 2014 Jeep Latitude in to Express Oil Change for an oil pressure sensor change and car stopped running and was told you need a new engine. Now this is no coincident 2 customers same..

  Business response

  04/20/2022

  The vehicle has 233,902 miles and did not get regular oil changes. One instance it went 31,184 miles with no record of an oil change. The vehicle had multiple oil leaks, and a history of losing coolant. The vehicle was diagnosed by Jeep of ********** as an oil pressure switch (according to the customer). The customer supplied her own part and brought it to us which is no warranty with a customer supplied part, and diagnosed by another shop. When the vehicle arrived it was making a loud knocking noise, had no oil pressure, and a check engine light on (verified by the customer) prior to service. The vehicle was driven from ********** to ********** without proper oil pressure which will damage the engine. It should have been towed. Express warned her that there was no warranty and it may not correct her problem since another shop diagnosed it. She insisted on the repair. When the vehicle was on the lift, it was discovered that someone had already had the oil pan off and had replaced the oil pressure switch. At the customers request, the switch was replaced. The engine still knocked, the check engine light remained on, and the vehicle still had no oil pressure. The customer was told that an engine replacement would correct the problem. Express Oil Change & Tire Engineers will be glad to refund her the $94.50 for the 30 minutes of work it took to replace the oil switch. Express Oil Change & Tire Engineers recommends taking it back to the shop that diagnosed the problem.

  Customer response

  05/04/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  How do I receive a full refund of the fees paid ?
  Sincerely,
  
  ****** ******

• Initial Complaint

  03/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had my oil changed 3-14 2022 I gave *** (service tech) the oil filter that I bought myself the day before because they never have them in stock. Mercedes glk suv. I get my invoice and the oil filter was included at 28.00! The manager ****** said that was labor. There was already a labor charge on my ticket as well of 21.00.Funny that the same on all my other tickets where I didnt bring my own filter in. I should receive 28.00. They said they would fix me up next time 3 to 4 dollars!!

  Business response

  04/05/2022

  Business Response /* (1000, 5, 2022/03/16) */ The customer was refunded the charge for the filter by the store manager.

• Initial Complaint

  03/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My wife and son brought his 2014 RAV4 to Express oil in Covington Louisiana on 3/3. Received a new battery and oil change. $250. After they left it was discovered the radio wouldn't work. The radio worked prior. My wife calls and subsequently returns. Service crew inspects and can't fix. Told her to go to Toyota. I get home from work. Call Toyota. $150 to look at the radio and $1000 to replace. Tells me I'm better off going to a local radio shop. I call Express but they are closed. Can't leave a message. I leave a message online. On 3/4 I get a call from Josh at Express. Wants me to return with the car. We drive straight over. The Service team looks at it for an hour and comes to same conclusion. They can't fix it. Tells me to get a second opinion and if the battery is the cause they will cover the costs. Head over to Mobile 1 audio. Guy looks at the radio and says it's fried. Gives me quote for $687. I return to Express and meet with *****. He takes the paper quote and walks away. I tell my son they will return and say we have no proof the radio actually worked prior. 5 minutes later, here comes ***** with that exact story. So you calling me a liar, con man and a sneak. You are questioning my integrity. I have tried reaching there corporate office. It's a automated phone messaging system. Nobody calls you back. The online form goes directly to the store. If you Google car batteries and radio failures, it isn't some uncommon occurrence. This was caused by there negligence. Now they won't accept blame. If I can't get my $687 to purchase a new radio then I want a full refund on my purchase from 3/3. Battery and oil change. $250. Their inability to accept the blame is what angers me. My son is 18. Trust me his radio works. Everyone in our neighborhood can attest to that. I'm a 21 year law official. Run a 30 man department. Hold myself, employees and family to high standards of accountability. I don't appreciate my integrity being questioned. Thank you

  Customer response

  03/21/2022

  Local store contacted me 2 days after I filed this complaint. Brought my car to Express on Saturday 19th. Nobody ever called me to discuss the status. I called 2x and was told everything looking good and someone would contact.
  
  Left to go load our St. Patrick's parade float. Called again at 3. Josh, the manager, answers telling me it won't be ready today. Needed to order another part. Expected to receive Monday. No guarantees. Store closed on Sundays.
  
  So now I'm out of a car for 3 days, possibly longer.
  
  They should have allowed us to bring the car to a professional installer.

  Business response

  05/13/2022

  Our company has resolved this issue with the customer.

  Customer response

  05/14/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  03/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Friday, 2/25/22 afternoon around 3:30 pm I arrived for an oil change. During the service, there was a lot of banging on my car. I inquired and was shown the stripped oil plug from my car. It was mangled. I was told another would be installed and all would be well. However, I also noticed the service technician had removed my car's skid plate which I thought was odd. I have been told this is common Express Oil practice but my Subaru dealership said this is unnecessary to change the oil. Nevertheless, when I got home I was concerned about a possible oil leak given the issues with the oil plug and went to put cardboard under the car between the tires just to make sure. That is when I noticed all the scrapes on the skid plate and the shredded wheel guard. The next morning I took my car to the Subaru dealership to assess the damage to my car. They prepared the report I left with your assistant manager. The oil pan experienced damage and must be replaced, the skid plate and wheel guard as well. I am attaching pictures to this email of the damage. The parts are already on order and I will have the Subaru dealership make the repairs. The assistant manager offered to have his company make the repairs but given the series of unfortunate events, I do not feel comfortable with that scenario and have scheduled repairs with my Subaru dealership tp restore my car to the condition it was in before my Express Oil Change service.

  Business response

  03/28/2022

  Business Response /* (1000, 6, 2022/03/03) */ Our area director was able to reach an agreement with the customer.

• Initial Complaint

  02/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On February 28, 2022 I took my 2014 Jeep Cherokee Latitude to Express Oil Change at: *****************, *******, ******* XXXXX, to have an oil pressure switch replaced. The clerk told me that they changed $225.00 to do the work,So I told him that I wanted the work done and an oil change. After waiting in the lobby for four hours, the clerk step in and asked me to step out iñto the shop so that he could show me why it was taking so long, So I stepped out iñto the shop and he showed me a piece that had broken off in their attempt to remove the sensor. He told me that the whole oil filter housing would have to be replaced and he expected me to swallow the cost. I could see evidence, on the piece that had broken off, where they had used vice grips to try and force the piece off, They tried to get me to pay for a part that they broke off. So I went back to the lobby and after two more hours they came in and told me that my car was ready. So I was charged $303.13. I paid the clerk and left the shop. On Wednesday February 2, 2022, my car started smoking and broke down on me while I was on the expressway. So I had to have the car towed to the shop. They ordered the oil filter housing and put it on but the car would not stay crunk. ẞo they came into the lobby and told me that I needed another engine.

  Business response

  04/04/2022

  Business Response /* (1000, 7, 2022/03/08) */ Our area director was able to work with Mr.****. We discounted the work needed and the customer was satisfied and picked up their vehicle.

• Initial Complaint

  01/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 1/25/22, I received and paid me then $1000 for repair work at Express Oil Change on **** ***** *** ******* **. When they attempted to show me another problem under the hood, the good could not be opened. One of the mechanics noticed the cable was loose behind the hood switch. ***** asked me to bring it back the next day and he would have a guy work to fix it. I brought it back on 1/26. On 1/27, they told me it would cost me more than $200 to fix it. The hood opened without any problems before and during the visit to them for repair. I'm seeking acknowledgement on their part of their error and for them to fix the issue without further compensation.

  Business response

  02/15/2022

  Business Response /* (1000, 5, 2022/01/28) */ The customer brought the vehicle in for maintenance. During a time when the hood was opened, the cord that pops the hood broke. This is something that can occur with normal usage of the item, as the cord depreciates over time due to usage and weather conditions. Our manager offered to find a replacement part for the customer and the customer agreed. A discount was given on the part by our manager.

• Initial Complaint

  01/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On January 21st around 2:00pm, me and my girlfriend brought in our XXXX XRunner for quit a few services and repairs/replacements. I spoke with a gentleman right away when I pulled up, gave my name, phone number, and email address. I explained that I needed an oil change, engine air filter replacement, bleed the air out of brake system, replace all 4 tires (with $280/piece *********** all-terrain), balance and rotate the tires, and check shocks for damage/deterioration. Three employers came to me and estimated that the work would be done Monday, and that someone would call me if they found anything wrong with the vehicle's brakes or suspension. I waited until today, Wednesday January 26th to call and check on the progress. They told me that they hadn't looked at the shocks or braking system components but would "go look at them" right that moment. I called back an hour or two later, and asked if it was ready yet, the employee on the phone said "yes it's ready." I asked if they had gotten all of the work done, the tires, brakes, oil change, air filter specifically. The employee on the phone told me "yes we got it all done, tires, brakes, oil, all that. You can come pickup it whenever". When I arrived, the vehicle was parked in the oil change bay with the hood slightly unlatched, looking like as they just did the oil change today. The passenger rear tire was flat, none of the tires had been replaced, the engine air filter was dirty, and I'm sure they didn't check on the deadly vibrating/oversteering braking issue I explained to them on drop-off. I waited in the shop while 3 employees helped other customers for 45 minutes. And finally left because I was running late for an appointment. Essentially my vehicle was there for 6 days, and no work was done as promised until the day I call to check on the progress at day 6. I simply just wanted to pay for the oil change, and take my car elsewhere to have it done right and on-time with atleast the bare minimum communication..

  Business response

  02/15/2022

  Business Response /* (1000, 5, 2022/01/28) */ Our manager is currently working on a resolution with the customer.

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