ComplaintsforVIP Wash & Lube

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  They do huh yeah they do so good that instead of oil they put water and my new car from dealer engine light turn on and wouldn’t drive my mechanic took and was upset I have kids for God sakes. My car started shaking bad and turn off when the engine light turn on I went to speak to them and the so called manager for the oil section Hispanic said I was bugging and walked away left me talking alone rude unprofessional. Least thing I expected was an apology but the guy was very rude and walked away. I had to take out $330 from rent and food to pay for my car to get fixed. Maybe manager could it came up to me and say I’m sorry but we don’t do that or speak to me in a better way but he was rude and walked away and then went to tell everyone why I was there for.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  **** ******** *** ******* *** **** ********* ** ***** ###-###-#### A situation that occurred May 21, 2024 at the VIP Wash and Lube located at *** ******* *** **** ********* ***********. I arrived around the late afternoon into the early evening hours. I exited my vehicle and thereafter, one of your employees entered my vehicle and began to service it. My vehicle is a white 2018 **** ***** ******** bearing. A short time later I observed my vehicle coming out of the car wash and the windshield wipers were activated. At this time, I then observed manager Luis enter my vehicle and the windshield wipers stopped. Shortly after my vehicle was parked in a place that was out of the norm and further away from where cars are usually parked after servicing. At this time, I realized the windshield activation lever that is attached to the steering column was damaged and pulled off. Manager Luis then placed the lever back on the steering column, but it was never properly fixed. My husband attempted to fix the issue but instead he cut my hand to the extent of needed stitches. Several days later my husband returned to speak to Manager Luis. He stated that he spoke to his supervisor, and nothing could be done. I brought my vehicle to ****** ********* ****** **** *** *** located at *** * **** ****** ** *** ******** **. I was informed that lever was no longer functional and will need to purchase the entire steering column as it comes in a one-piece assembly with the windshield wiper lever. This part cost me a total of $566.85 which I purchased on June 6, 2024. This does not include the cost of labor which at the time of this letter being written, the part has not been installed yet. My husband returned to the VIP Wash and Lube again on June 6, 2024 to again attempt to rectify this issue and was told once again by manager Luis that nothing could be done. Manager Luis was reluctant to give me information in regard to his supervisor.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I had my Oil change done in their service station. I drove all day the following day with my oil leaking everywhere. When I got home that evening a family member noticed the oil leaking. I brought it back to VIP and they admitted to forgetting to tighten a piece. Within one week my engine gave out, excessive smoke coming from the muffler and the car stopped turning on. **** quotes me 9,000 to fix all damages including a new engine. I am a single mother that needs a car for work and bringing my son to school as well as practice. This has caused a huge amount of financial strain and stress.

  Business response

  12/06/2023

  During your oil change, oil was accidently spilled onto the outside of your engine.  Although the technician attempted to clean it up as much as possible, apparently some oil remained on the engine, which then smoked when the engine heated up and spilled as you drove.  This oil was not from inside your motor.  As confirmed by the mechanic your vehicle was taken to, the problem with your engine was due to a preexisting condition due to an internal problem with a blown head gasket.  This was why your check engine light was on (as was pointed out) when you came in.  Although we do apologize for any inconvenience caused by the oil that was spilled on top of your motor, this had nothing to do with your motor needing to be replaced.

  Best regards,

  Carlos E*****, General Manager

  Customer response

  12/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: the oil leaking was from wash and lube not screwing on the top of the oil cap and WAS confirmed by the mechanic that is located right behind wash and lube. I will be filing a lawsuit with wash and lube. 
  
  Sincerely,
  
  **** *******

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  on 9/15 my car came to a complete stop and would not restart. I had the car towed to ******* for servicing. They ran diagnostics and informed me that my engine had blown due to an overfill of oil during my last oil change. I called VIP Wash & Lube on 9/18 and spoke to the manager about what I was told and the manager stated it couldn't be possible because "the same oil and the same amount of oil was used from my prior oil changes". ******* quoted me $7,000-10,000 for a new engine. My engine was blown as a direct result of the service I had at VIP and I need the repairs covered by them. My car had no other issues prior to this.

  Business response

  10/14/2023

  To Whom it may concern,

  The vehicle came in for an oil change on June 6, 2023 ( well over 3 months prior to the engine problem).  We recommend changing the oil every 3 months or 3,000 miles, whichever comes first).  Before leaving, the customer was shown the new oil level on the dipstick and signed off as to being at the correct level.  We were not given the opportunity to inspect the vehicle and check how many miles were driven since the oil change.

  As shown in the oil change sheet attached to the original complaint, he also had gone over 7 months since the previous oil change.

  Although we sympathize and understand the frustrations associated with engine problems or failure, we don't feel that it was caused by anything that we did.

  Sincerely,

  Carlos E

  Customer response

  10/17/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I had the vehicle inspected twice. Second time at a ******* dealership and both technicians informed me that is was due to overfilling during the oil change. I don't understand why it would have done months to stop working but it did. I was not the one who brought my vehicle in for the oil change so I can't say I witnessed the dipstick after it was replaced. Also, on the windshield sticker it said to bring car back for oil change in September. This incident happened early September just in time for the next oil change per VIP's recommendations. As you can see in what I've attached you can see the mileage on the vehicle. Thankfully ******* has a factory warranty for <100k miles allowing me to qualify for a new engine. Had it not been for that I would have been responsible for an entire new engine. Which would mean I would have to purchase a new vehicle since the cost for repairs would not be worth keeping the vehicle.

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

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Incident Date: 4/22/23 4:12 pm Routine Oil Change Cost: $59.52 Location: VIP Wash & Lube ********* ******* ********* ** On above date I brought my car ( 2012 ******** *** ***** ** *** ) to get a regular routine oil change. My vehicle was in perfect working condition upon entering VIP for this said oil change. Upon receiving my vehicle it was parked outside in the back of the establishment. No mechanic showed me my car like any other oil change. I walked in paid and they lady behind the counter told me that my car was parked outside in the back. I opted for the free car wash and the car was service employees took the car for washing. After getting the vehicle back, I had to turn around ( Approximately 10-15 minutes later) to drive the car back at a snails pace because I heard a knock on the motor. My wife was following behind at the time and called ahead to inform them that we'd be returning with the vehicle. Once returned none of the mechanics nor store manage could tell me what was wrong. No one had any explanation on why my motor was shaking, squeaking and rocking. Manager on duty did not want to contact a manager higher than him. Finally he called his DM (Carlos) who was being recorded the entire time called me back from a private line (Conversation Recorded). Carlos was very disrespectful and confrontational the entire time. The manager was and still is. I had to have my car towed from VIP to ********* home. I called Today 8/15/23 after my vehicle has been finally check by a mechanic and my motor is blown due to no engine oil being put into my vehicle. The manager there was rude, disrespectful and very confrontational. He even tried to coerce me into saying that it was oil put into my vehicle. He called me a liar, get off of his phone etc. (Conversation Recorded) He even hung up on me at one point. I asked about all of the information I sent to their corporate and he told me they don't have one after telling to email them with email he provided. A/V available.

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 7/26/2023 I took my sons car into VIP Wash and Lube for an oil change. All seemed to go fine. The next morning however, there was a huge oil leak on my driveway. I immediately took it back to VIP for them to fix the leak. They claimed that everything was fine, and the oil on the driveway was from residual oil the technician did not wipe away. I argued that was impossible since the amount on my driveway was way more than what ‘residual” would do. They appeased me by replacing the filter again. When I got home, I parked the car in the street so that, if there was still a leak, it would not be on the driveway. And the next morning there was one. I once again took the car back. They told me that there was no issue. After some back and forth they replaced the filter, again. Each time I showed them pictures of the oil stains. The manager was on vacation so I had to wait to speak with him, however I did speak/show the assistant manager everything. On 8/8 I called and spoke with the manager Walter. Walter said he would need to speak with the assistant manager and his district manager to see what could be done. I had asked for my driveway to be cleaned and some type of refund for my bill since I had so many issues. On 8/11 I called once again since I never heard back from anyone. Walter told me that Carlos, the district manager would not do anything for my driveway or bill. I could get a manager discount on my next oil change though. I proceeded to ask for Carlos’ last name and a contact number and was refused both. I was told there is no one else to talk to, and no other phone number that was not a personal number. I know that home heating oil companies have cleaned up driveways so I know this is possible and would like that done for mine. Prior to this oil change there were no other large stains on my driveway.

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I took my ******** SUV for a regular oil change on 4/30/23 to VIP in *********** ** and as soon as I drove off the VIP property, my car died while I was driving on the road. I pulled into a parking lot and I called VIP immediately and an employee (Luis) drove to where I was stranded with my car and said he would have to tow my car to the mechanic's spot at (******* **** **** ****) for further testing. On Monday May 1, VIP advised me that the oil change was not done correctly and all the oil leaked out and the engine seized and was no good now. VIP purchased a new engine from ***** **** ***** on 5/2/23. I have been patiently waiting for repairs to be completed and on May 10, VIP called me to tell me that the new engine was no good and my car was at a dealership for reprogramming and that is when the dealership advised VIP that the engine will need to be replaced, again. I still have no car or rental as of 5/11/23, 12 days after I went in for an OIL change and still no car to get around. I am seeking full repairs and 5 year warranty on the engine, electrical programming and whatever else VIP has touched in my car also as a warranty.

• Initial Complaint

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I go to vip for every one of my oil changes the past 3 years. Last time I took my car for an oil change they broke my hood release and proceeded not to tell me or say anything. A few weeks pass and I bring it back and they used a wrench to get my hood open and broke my entire hood cables, release and latch. I was told that I would get a phone call once the manager talked to the district manager and now I’m being ignored. I need to fix my hood ASAP as it’s a hazard when I’m driving god forbid my car breaks down when I have my baby with me. I would just like answers and compensation.

  Business response

  05/16/2023

  Dear Ms. ********,

  As general manager for VIP Wash & Lube, I apologize for the negative experience you had at our ********* location.  Something that I can only explain as miscommunication or possible oversight on our part.  Kindly stop in to see Walter, our lube department manager or call reach out to him at ###-###-#### at your earliest convenience and he will instruct you as to where you can get your vehicle repaired at no cost to you.

  I will e-mail you separately so we can follow up if needed.

  Best regards,

  Carlos E*****, General Manager

   

   

• Initial Complaint

  01/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I purchased the monthly car pass and only used it for the month I canceled and then they still charged me $63 for the next month which I did not use and because they took the $63 out of my account I was charged an additional $15 overdraft fee I just really want my $63 back. They’ve been telling me I have to speak to a manager but a manager is never around. This charge was from September 2022

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Yesterday I went to get a car wash at VIP car wash located in ********** **. After exiting my vehicle with my daughter I realized I still had my car keys in my hand so I turned back around went to give one of the employees the keys, I reached back over to give them to the employee, but while doing so I didn't didn't notice that I was so close to the machine that washes the car carpets and it snatched my hair and pulled me down. It snatched 4 of my locs out leaving me with multiple bald spots and my hair all chopped up in front. The workers there treated me horribly and showed no sympathy. They told me I have to be more careful and that it was a accident. They treated me as if I put my hair in their machine purposely. Where I was standing at is where the customers are told to go after exciting their vehicles, there’s no signs out there saying you can’t stand there or any caution or warning signs. I asked to speak to a manager and the manager that came told me he couldn’t help me and to return tomorrow which is today so I paid for my car wash and left because I didn’t want to cause any problems and I was with my daughter who witnessed her mom get dragged in by their machine. I returned today and still was treated the same but by a different manager and when I asked who can I contact higher up, I was told the person is on vacation. Still no apology and didn’t even offer a refund for my pain and suffering. I feel they took my situation as a joke and was laughing behind my back. Attached are photos right after the incident and then after I put the locs back in but you can see the damage it did to my hair. I ask included pics showing there’s no caution or warning signs or signs saying plz don’t stand here.

  Customer response

  09/12/2022

  
  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,
  
  ********* *******

  Will be in contact with the business 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. ↩