ComplaintsforGrease Monkey International, LLC

• Initial Complaint

  09/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  oil change on September 15th ******* a girl they suspected I did not understand cars and tried to up sell unnecessary and unethical maintenance. - was told the oil was extremely dirty and low When questioned they would not let me see the dirty oil. - started an oil change without communicating what oil I would be seeking. -They began pushing to get an engine flush and add more coolant, claiming we had driven far over the recommended mileage. said we had drive ****** over the recommended miles but records showed only driving ***** miles total well within the mileage for the synthetic oil - once I told them I had checked the oil myself and did not see anything wrong. They began to back track and say the system might have been wrong. -they gave me a sticker indicating a new oil change is needed within the next ***** miles. If they indeed are using synthetic oil that should be good for well over ****** miles My concern is they are not actually using synthetic but charging people for it and telling everyone they need oil changes sooner and doing systems flushes to cover up the fact they have used cheep non synthetic oils. I saw the guy tell one car they are low on oils options to push them to synthetic.I watched them do the same your oil is dirty and you vehicle is at risk we need to do a flush to clean it out to two other people as well.Further checking the paperwork it shows they were using a more accurate OL6 system based on better real time oil change recommendations and have switched to OL5 a cheaper system recommending basic and shorter time between changes.I understand times are tough, but pressuring customers into unnecessary maintenance is unethical. I cant say for certain whether the other vehicles needed a flush, but I strongly suspect they didnt. The way they pushed the same line on me felt like a tactic to pad their bottom line, not genuine care for the vehicles.I know this business has changed owners and that is when issues started

  Business response

  09/19/2024

  Hello, this customer issue has been submitted to Operations and the ************************** for review, and they will contact the customer.  Thank you.

• Initial Complaint

  09/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I took my vehicle to Grease Monkey to get an oil change. On the way home, my car seized up and everything died. I had to pay for a tow truck and luckily my daughter was available to help me get home. Found out that the tech that changed my oil messed up and have been waiting over a month to get an estimate taken care of for them to fix my vehicle at THEIR expense. Shop manager ******* said that it's out of his hands and that it's with claims. No one has reached out to me.

  Business response

  09/12/2024

  Hello, the Operations Manager is contacting the customer today to let her know an approval was received for her claim, thank you.

• Initial Complaint

  08/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On July 30, 2024 I took my car to grease monkey at ******************** to get an oil change. Everything seem to go fine except that I had remembered that the attendant told me that he was new there. I paid them and went ahead and left. The next day while operating the vehicle in a normal manner the engine cut out and the engine light come on and I heard a knocking noise. I managed to get the get the car home and I later check the oil just to realize that its been overfilled by about a half a quart. The next day I took the car back down there to the same grease monkey and told them about the issue I was having. The manager told me that the damage to the car was not due to the overfilling of the oil. Then he said that he would go ahead and send me to the grease monkey on *************** where they had an mechanic available to check out the car. I left it there from 9 AM to about 1 PM. I was first greeted by the manager who told me that they were not responsible for the damage. I also spoke with the mechanic and he brought me over and showed me the codes that were reading on the car but did not check anything internally on the vehicle. At that point I was really upset that they were not gonna take responsibility for the damage of overfilling the oil and I left. In the next few weeks I took the car to two different auto mechanic garages and what I was told from the diagnosis is that I needed new lifters, Push rods, And a timing chain. The car still has good compression but because of the overfilling of oil the pressure was drawn to the top of the engine causing this damage dam damage To the push rods lifters and timing chain. I know I told them that I had always took care of the car every time it needed an oil change and never overfilled it but I believe due to their overfilling with the oil the car Is now damaged and needs repair.

  Business response

  09/09/2024

  Hello, the Operations Manager has spoke to the customer who is going to provide some information / documentation to the Manager, and this will be submitted for review. Thank you.

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/14/24 we dropped our vehicle off at Grease Monkey American Fork for a standard oil change. It is a car that we purchased specifically for my wife's disability. Upon returning we found the car parked with its entire right half up on the top of the curb. When my wife inquired about it, they unceremoniously drove it back down onto the payment ( a significant drop). When she got into the car she realized there was something wrong. She showed the tech who promised they would fix it if she could come back in an hour. We came back. It was not fixed. We have had several mechanics look at it. Turns our they bumped some hoses and did not fully fill the oil. Its running now but there is still an issue. When I asked about their insurance the Grease Monkey tech said it was doubtful they would do anything for me. He was right. Even though their are discrepancies in their (internal) records and even though I have supplied them with everything they have asked for they have ghosted me for 6 months. The cost for the oil change was only ~$50 or so but I have spent hundreds of dollars and many hours trying to get what should be a cut and dry resolution. The car worked fine. They opened the hood and did whatever they did and now it doesn't work fine. If they treated the car in the shop with the same level of respect and care as their parking job then I think our concerns are extremely valid and at least merit some oversight from a 3rd party.

  Business response

  08/27/2024

  Hello, this customer issue was reviewed by Operations, Risk Management and the outside insurance company.  All have denied the claim due to the vehicle being in poor shape to begin with, as well as having parts from a scrap yard.  This is considered closed. Thank you.

  Customer response

  08/27/2024

   
  Complaint: 22197037
  
  You and your company should be ashamed of yourselves. Your poor customer service not only hurts your business, but it hurts the franchise owners. Not everyone is aware that FullSpeed Automotive owns your location. Franchise owners may want to set themselves apart if this is the type of customer service you get with a corporate location

  
  Sincerely,
  
  ***** And ***********************

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ( I Obtained a repair Quote from *************. Grease Monkey and *******. Store# ****.for the following service (see attachment)I told ***** that I was going to be. Out on surgery, leave thenvacation for. A few weeks or so. He said no problem, you can come get the service done. Anytime. Soon.1.motor mountreplacement *******.Fuel filter replacement41.003.Front******************** ******.Rear ******************** ******.transfer case service 99.99(parts) = ******For a total with tax $951.27I was given the opportunity to pay a deposit for this service and schedule it at a later date. So I gave a deposit of ******That leaves ****** Then asked did I have a check engine light when I dropped it off yesterday? I said no. Why? He said the mechanic. Noticed a check engine light. I said, well, what does it mean? ***** now I have a check engine light that wasn't there when I dropped it off and. You guys are. All the sudden charging me $ ******. I have the repair quote that you gave me. And it states that I only owe $******. For the service. *****. He said that. You only owe about $480. I don't know why they tried to charge you more. I told these guys they can't just. Charge any amount after a quote. They tried to add an extra hour and I don't know why. He said that the check engine light means cylinder #8 is dead. We've got to pull the top of the engine off. It's about $2400. But we can charge you about $1900. he said,if it's fixable. That will cover it. If not, you'll need a new motor (point being is that they caused the issue here and now they want to carge me 2-8 thousand to fix something they caused

  Business response

  08/23/2024

  Hello, this location is owned by an individual franchisee.  They have responded that they are voiding the repair quote and will contact the customer.  Thank you.

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 10th, 2024, we took our Jeep to Grease Monkey on ***************************** for a transmission fluid change. We were quoted a price and informed they would check compatibility. Since the Jeep has a dipstick for the transmission, they were able to perform the service. Service was performed and we paid and left. However, shortly after leaving the shop, the Jeep experienced a loud grinding noise and loss of power. I managed to pull over safely. We thought it may have been low on transmission fluid after the service. After sitting in neutral for a few minutes I put it in drive and it seemed fine, but the Jeep malfunctioned again a short distance later. When this malfunction occurred, it was bad enough that when we pulled into a neighborhood, the Jeep rolled while it was in park.We called Grease Monkey and they sent two technicians to inspect the Jeep. They found that the transmission fluid was full. After the techs made some phone calls it was found that they should not have performed the service due to the high mileage of the Jeep. This information was provided by a senior tech/manager that was out for the week. After the techs told us this, they said they didnt know that about transmissions and that if the senior tech/manager person were there he would have caught it and not allowed the service to be performed. One of the techs even told us we picked a bad week to go in.He said issues are likely to happen with a transmission fluid exchange with that high of mileage. We were told the District Manager, ***, would call us the following day. We never heard from ***.It has now been over a week. I have called corporate a few times, left voicemails, sent an email to the customer care email address. No one has gotten back to us. Im told on the phone that they are sending this out with high importance and yet still no contact from anyone. This lack of communication and disregard for the situation are unacceptable.

  Business response

  07/25/2024

  Hello, the field Operations manager has contacted the customer this week to discuss this issue.  Thank you.

  Customer response

  07/25/2024

   
  Complaint: 22016105
  
  I am rejecting this response because:

  While the District Manager did reach out to me on July 24th,2024 there is still no resolution. I explained the issue and he indicated he will investigate more on his end and give me a call back later in the day. I did not get a call back that day. Today is the 25th and still no contact. As soon as we reach an acceptable arrangement, I will provide an update.
  
  Sincerely,
  
  *************************

  Business response

  08/12/2024

  Hello, the Operations Manager has contacted the customer and arranged transport of the vehicle to a transmission shop for a transmission rebuild.  Thank you.

  Customer response

  08/12/2024

   
  Complaint: 22016105
  
  I am rejecting this response because:

  I have discussed this with the DM today and we will work to get the vehicle to the shop. Once the vehicle is repaired, not at our expense, I will be happy to close this complaint, but not before.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Grease Monkey did an oil change on 04/13/2024 and on 06/17/2024 my engine seized. I had it towed to a mechanic who told me that the oil cap was on, there were no leaks, and there was no oil in the car. They said that Grease Monkey neglected to fill the oil properly when they did the oil change. It will cost me ***** for a new engine. I have reached out to corporate Grease Monkey, the district manager, and the store where the services were provided. They told me that they were sending someone to look at it and turning it over to insurance on 07/01/2024 and that it would be 3 days for an answer. NO one has gotten back to me or will answer my calls any longer. I have not had a car since Mid June and need answers from Grease Monkey. They destroyed a $13,000 car that I purchased in February.

  Business response

  07/19/2024

  Hello, a representative from the Field Operations team will be contacting the customer, thank you.

  Customer response

  07/24/2024

   
  Complaint: 22006500
  
  I am rejecting this response because:

  The business has yet to reach out to me and they have stopped answering my calls. 

  I would like to know what the outcome of the decision of my car in writing by the end of the week. 

  I would also like a call at ************ with a representative to explain why I have not been contacted. 

  
  Sincerely,
  
  **************************************

  Business response

  07/31/2024

  Hello,

  The Operations Manager for this store has talked to the customer about his vehicle and considers this case now closed.  

  Thank you.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Grease Monkey at ******************************************** in *************** for a routine oil change on my 2019 kia ******** My car ran perfectly UNTIL I got my oil changed. When I left I drove 1.5 miles to my work. When I left work I made it a few ********** car started shaking. I called Grease Monkey & the manager said to bring it in. I made it about 3 more ********** car started hesitating, knocking & smoking. I immediately pulled over & called back & told him my car was now hesitating, knocking & smoking & that It had no oil in it. The manager had it towed to the shop. He called me back about 2 hours later & said everything was fine & that I could pick it up. I asked why it would be doing all that if it was fine. And that smoke & knocking isn't fine. He said he wasn't sure but it was "running beautifully" now. So my husband called corporate & a district manager called & said they would have it towed to get a 2nd opinion but that smoking was a normal part of fuel injection cleaning. I told him I didn't get a fuel injection cleaning & only got an oil change. He seemed surprised. He also told me that there was oil in my car even though I know there wasn't because I took a picture of the dipstick before the tow truck driver picked it up the 1st time. He said they were sending it to get a 2nd opinion so when the tow truck driver pulled back up he said they were physically pushing it across the parking ******** was pouring smoke. This is after the manager told me it was fine & to pick it up. So i called the tow truck service & asked them to take it to Old ********* Services & got it diagnosed bc i no longer trusted Grease Monkey to be honest. The mechanic there said my engine blew from lack of oil. I told the district manager what the mechanic said & he finally agreed to fix it. I've been renting a car at my expense for over a month. They say they'll reimburse but I have no faith in them. Even the used engine they bought is damaged & the process is starting over

  Business response

  07/16/2024

  Hello, this customer complaint has been forwarded to the Operations and *************** team to handle from here. Thank you.

• Initial Complaint

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7/6/2024 I went in for a routine oil change at Center#**** in ****************. Since my oil change I noticed that I'm leaking oil and all my driver assist features have stopped working popping up warning all over my dashboard.

  Business response

  07/08/2024

  Hello, this customer alert has been sent to the ************* and internal Field Operations team for handling.  Thank you.

  Customer response

  07/08/2024

   
  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.  I took my vehicle back in and they fixed where the oil was leaking from and referred me to ***** to get my driver assist features fixed.  Very nice crew worked with me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to a quick oil change company, grease monkey, to get a regular oil change on my Audi Q5. Once the oil change was done, I drove my car about a mile to another store and it started malfunctioning. The transmission said it was malfunctioning and wouldn't let me drive. I had to slowly drive it back to the shop to have them look at it. My husband and I were almost certain they drained the transmission fluid by accident and they were trying to act dumb. We had to get the car towed to an Audi dealership, get the transmission fluid flushed and refilled, and get a completely new oil change because it was overfilled. The cause of the malfunction stated by the mechanic: no transmission fluid found in car. The service rep told us this was the 5th car he's seen this issue with from grease monkey. The costs were around $1000 out of pocket. I contacted grease monkeys customer service line and was told the owner would get into contact with me. I have yet to receive a refund for my oil change or any compensation, no remorse whatsoever, or any contact from the company including pictures of codes they were going to send to us.

  Business response

  06/24/2024

  Hello, please provide the location of the store: street name, city, state, so I can direct to the correct person.  Thank you.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩